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How do I....?

Using Freshdesk

  • 596 Topics
  • 1,297 Replies
596 Topics
Katrin_Infront
Apprentice
Katrin_InfrontApprentice
asked in How do I....?
change the settings in FD contact list

Hi,there is no default contact field "facebook" any longer, but it will be displayed in the default contact filter list like this: Isn't there an option to change this and show "mobile phone" instead? ThanksKat.  

367
Yusuf Ahmed
Community Manager
6 months ago
P
Presto
asked in How do I....?
How do I turn off captcha?

From what I’ve read in these forums, it seems clear that the captcha bug will never be fixed.  So, how do I just turn it off completely?  I’m tired of complaints over this not working.

3304
Yusuf Ahmed
Community Manager
6 months ago
E
Apprentice
ericaaApprentice
asked in How do I....?
Reply to ticket via Email

I am having issues getting email functionality to work.In Freshdesk:Customer submits a ticket via our support portal or email [works]. Agents receive email about a new ticket being created [works]. Agents sometimes want to reply to the ticket via email [does not work!]After searching and searching it looks like it requires the [#{{ticketid}}] to be in the subject line on the reply. I have this configure (I have this at the end of every ticket related email now):  Ticket responses via email just aren’t showing up in the portal. What am I doing wrong? I have tried replying to tickets and reply all to tickets. Neither of which are working.

1564
Yusuf Ahmed
Community Manager
6 months ago
M
Top Contributor
MikesterTop Contributor
asked in How do I....?
Column and layout width

I see there have been questions about this, but these were years ago and I do not see any update on whether this can be resolved.  I am not able to adjust the table view column widths causing me to have to zoom out making the font very small. Is there a way to do this, or is this some kind of future development?

652
M
Top Contributor
6 months ago
Nenni
Apprentice
NenniApprentice
asked in How do I....?
Printing ALL information from Ticket

Is there a way to print out all the information from the ticket including the Activates tab information? When selecting Print from in the ticket the print preview is great, but it does not include the activities.I am looking for a way to be able to gather all information from tickets at random for audits and such with out having to print from the ticket and than Export from the Activities Tab.Thank you in advance for any assistance with this :) 

1192
Akhash M
Community Debut
6 months ago
G
Apprentice
Gavin ITFApprentice
asked in How do I....?
Customise Account Tier

Hi,Is it possible to customise the Account Tier dropdown fields that appear when editing a Company? I’ve had a look through the settings and search through the help and community but cannot find any reference to being able to do this.Thanks Gavin

393
Yusuf Ahmed
Community Manager
6 months ago
akinsus
Apprentice
akinsusApprentice
asked in How do I....?
Auto Reply Email per User's Group

Hey, I would like to set up an automatic email to the customer when a specific group is set on Freshdesk and was wondering if that is even possible as we’re having trouble setting up the automation. Thanks in advance!

792
Yusuf Ahmed
Community Manager
6 months ago
L
Apprentice
Lee BApprentice
asked in How do I....?
Profile Notes

Hello Team!! I am trying to find an easy way for our team to see notes for a profile without having to go to the profile to check it out. 

131
Yusuf Ahmed
Community Manager
6 months ago
Z
Apprentice
zefredApprentice
asked in How do I....?
Differrents group assignment based on email

Hello,I try to use 2 specific email address to create tickets in Freshdesk.The first email address must create ticket assigned to group “A” and the second email address must create ticket assigned to group “B” but then 2 email address create ticket in group “A” 

312
Yusuf Ahmed
Community Manager
6 months ago
R
Apprentice
RyanSilcoxApprentice
asked in How do I....?
Creating Customer tickets with a collaborator as the Requestor

In our business,  business analysts will often submit a ticket for a customer. These BAs are collaborators in our system. They want to be the requestor on the ticket, but have the ticket(s) show up under the customer. How can employees, whether agents or collaborators, be a requestor for a customer specific ticket?

624
Yusuf Ahmed
Community Manager
6 months ago
B
Apprentice
beeta bearApprentice
asked in How do I....?
How do I export unverified contacts only?

I am trying to pull an excel file that only contains unverified contacts from our FreshDesk. it doesn’t matter how many contacts I select exporting includes all contacts, and I don’t see an field option that would display if a contact is verified or not. 

413
Kajal Vats
Community Manager
6 months ago
mickh
Apprentice
mickhApprentice
asked in How do I....?
Change primary language

I am new to Freshworks. I want to change the primary language from Dutch to English, but I cannot find a way to do that. Could someone help me?Also tried to change the translations for the primary language, but was only able to download the translation file, not upload it?Thanks in advance!

2214
Kajal Vats
Community Manager
6 months ago
andersreve
Apprentice
andersreveApprentice
asked in How do I....?
Testing ticket fields and dynamic sections

I have found all the related articles on how to do it, and I have seen the academy content.But I cant find a way to design and test a new customer portal (and with that i mean experimenting with how I want my ticket fields with dynamic options to work) without actually working on my live customer portal.I added a new product, but it does not seem like I can have different ticket fields for different products either.How are you testing and experimenting with “your perfect” ticketing portal (especially dynamic sections) ?

303
eeha0120
Skilled Expert
6 months ago
jacky-coke
Apprentice
jacky-cokeApprentice
asked in How do I....?
Hide Groups on portal

Hi there,  we are using Freshservice for external Support Request for a little while and are getting more and more used to it. Inside my team we have some key users who will become responsible for evaluating suggestions / changes / customizations on our tool; therefore we created a dedicated agent-group where incidents may get created from anyone in the team containing any feedback.  How can I hide such “internally used” groups from the portal itself?  Just for clarification: It’s great to have the functionality on the portal to address a request directly to a certain group!We only want to hide some restricted ones… Looking forward for some ideas! Nik

811
eeha0120
Skilled Expert
6 months ago
A
Apprentice
aaron1992Apprentice
asked in How do I....?
Hi, is there a way to customize the font type of each field within a widget using custom CSS?

I’m currently playing around with the customization of the chat widget in freshdesk. I’ve managed to alter the height of the widget, however I’m having trouble changing the font type of each field. #freshworks-container #freshworks-frame-wrapper { height: 500px !important; }I would also like to have a solid colour (black) for the entire background of the container - not only having it appear the top of the widget, however i cant seem to get this working: #freshworks-container #launcher-frame .frame-root .frame-content .elements__ToastsWrapper-sc-1aur6vr-4 bNgSnL .elements__Wrapper-h3m622-0 fdNbsI{ background-color: black !important; }  Can we override these fields using CSS? Thanks

1072
KhanZain
Community Debut
6 months ago
D
Apprentice
dchandler101Apprentice
asked in How do I....?
Exporting Employee Kit Information

I am wondering if there is a way to export all of the employee kits created in FreshService. 

121
eeha0120
Skilled Expert
6 months ago
Souila7
Apprentice
Souila7Apprentice
asked in How do I....?
myfreshworks changes first characters

When you type some characters in the beginning of chat, freshworks changes them.I can never type message that starts with “W”. If you type in the beginning of a chat “Would”, it changes to IN. Which is so annoying.There are some other examples but that’s the only one I can remember for the time being. FYI: I am getting this issue from more than 1 year now.

120
Souila7
Apprentice
6 months ago
M
Apprentice
MichaeldxApprentice
asked in How do I....?
Placeholder Customization reference

Is there a reference for all the possible placeholders? For example, there are {{ticket.company}}  {{portal_name}}{{contact.name}}etc.Is there a reference somewhere to all available whatever.whatevers and this_thats?

412
M
Apprentice
6 months ago
Elizabeth0716
Apprentice
Elizabeth0716Apprentice
asked in How do I....?
Agent availability

Hi experts, my status was being turn on somehow by other people when I was out of office. This issue happened to my team for multiple times. Is there any way to check on the history of when/who’s updating my status when I’m away?Many thanks.  

2001
Sujitha Dhanaseelan
Community Manager
6 months ago
R
Community Debut
RHBliksemsCommunity Debut
asked in How do I....?
Images broken

Hi!Every email with images that are forwarded from our outlook support account get broken / are not showing. Like this:  How can we fix this? 

1174
eeha0120
Skilled Expert
6 months ago
T
Apprentice
Tom SverreApprentice
asked in How do I....?
Is it possible to add multiple companies on one ticket?

Is it possible to add multiple Companies to one ticket? 

593
eeha0120
Skilled Expert
6 months ago
P
Apprentice
PaynicusApprentice
asked in How do I....?
Is there a way to remove Workspaces from new ticket creation?

When my users go to submit a ticket they have a drop down list of Workspaces, default is unassigned then there are other Workspaces we don’t wish them to have an option for. I’d like to limit the workspaces listed here and remove the ability to create an unassigned workspace. Is that functionality possible?

1400
P
Apprentice
7 months ago
W
Apprentice
winston_mascarenhasApprentice
asked in How do I....?
Issues with JavaScript Libraries: crypto-js, js-base64, and moment

Hello Team, I'm encountering some difficulties while using JavaScript libraries such as crypto-js, js-base64, and moment in my project. Whenever I try to use these libraries, I receive an error message stating, "Could not find the app manifest file in the current/specified directory."I've tried several troubleshooting steps, including reinstalling the libraries, checking for any misspellings or incorrect paths, and ensuring that the libraries are correctly imported. However, none of these solutions seem to resolve the issue.Could someone please provide some guidance on how to overcome this problem in simpler terms? I'm relatively new to JavaScript and programming in general, so any help would be greatly appreciated. trhe version was then changed to 4.2.0 for crypto-js 

281
eeha0120
Skilled Expert
7 months ago
F
Apprentice
ForelindyApprentice
asked in How do I....?
How do I associate multiple clients with one ticket after it has already been created?

Hi Community,One member on  the client team created a ticket in FreshDesk a week ago.  Another client team member wants visibility to the ticket.  Can two client members be able to log in an see the same ticket? Best,Forelindy

301
eeha0120
Skilled Expert
7 months ago
plabma
Apprentice
plabmaApprentice
asked in How do I....?
Forward ticket to "exxternal" group, including all info?

I’d like to forward a ticket, including all conversations and notes (including private if possible), to an company internal group, which has no access to freshdesk, however keep the ticket assigned to myself to track it further.And solutions for that scenario?I don’t want to print a PDF via my browser and send that as an attachment, feels “clunky”.Public URLs are no option as of data protection rules.

742
acn084
Top Contributor
7 months ago

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