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Using Freshdesk
How do I....?

How do I....?

Using Freshdesk

417 Topics
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417 Topics

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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!

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

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) ?

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!

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

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.

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.

dchandler101Apprentice

asked in How do I....?

How to search through the entire employee kit catalog for a kit item.

Ex:We have Kit A, Kit B and Kit C.’ Which Kit Contains: Item 1? Instead of having to manually open each kit individually, Is there a solution to search through the entire employee kit catalog for a kit item. If cannot be done via FreshService please provide alternate solution.

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.

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?

viceperApprentice

asked in How do I....?

Associate Service Request with a Change Request via API

Does anyone know if it is possible to automatically create a Service Request once a change is pending implementation, and associate it with the Change that generated that request?

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.

phsolvdApprentice

asked in How do I....?

How do I check which Freshdesk version?

How do I check which version of Freshdesk I am currently running?

WillrBertramApprentice

asked in How do I....?

Perpetual Inventory System

I am doing research into a project for my apprenticeship regarding stock management and through my research I believe what I am looking for is a perpetual inventory system. For context, I work within the IT Admin team and we are responsible for providing requested service catalogue items to customers, and I'd like to include our stock levels within the system so we know when our stock levels are getting low for both ourselves and our other teams such as the Service Desk (if possible).Is there a way to implement this via Freshservice, or has anyone else had an experience attempting to work this? As we already use FreshService it would be ideal to continue using this or at least an integration with the product. I have looked on the community and can’t find anything, but any information would be a massive help.TIA.

yogesh2003Apprentice

asked in How do I....?

Conversation Webhook

whenever new conversation is updated a webhook trigger and give me a all detail about conversationthen how to get all variable of conversation in webhook.please help me

ControlAltCommunity Debut

asked in How do I....?

How to turn off Recaptcha at the login screen?

Suddenly this week we started getting Recaptcha on our login to freshdesk. How do we turn it off?

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?

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”

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?

ikaplusApprentice

asked in How do I....?

Search only open Tickets directly

Hi,we use freshservice for regular tickets but also longer running “small project”-tickets.Therefore we have a lot of tickets open for singular persons or departments.Often we have to search only for open tickets and get too many results because the closed tickets shown too. The Sorting by relevance doesn’t work for us, almost never is the searched ticket on page one.The search refining via menu aftwards ist to slow and clumsy.Isn’t there any way to search directly with commands to get a result only with open tickets? For Example: “XYZ state:open”Or is there any way to change a setting, so that in every search the State-Filter is generally set to “open” and can be changed only when needed?Best regards, Ingo

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?

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

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.

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

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 :)

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