Excited about Freddy AI? Join our AI Group and explore more!
Using Freshdesk
Recently active
Hello community,I would to ask if there is any idea / automation on how to meet First Response SLA in Freshdesk using an automation rule?This is because we have very tight First Response SLAsThe rule could for example imitate the response of the agent by just sending out some basic information of the ticket.Happy to hear your suggestions.Thank you,Thanasis
Is it possible to have a second portal even if you aren’t an MSP? We have a need for a second portal for a specific user base.
Hi could you please help me with this error message. I cannot find any reference to it elsewhere.‘Sending email’ failed due to “ app: e is undefined It appears as a pop-up and happens when I am trying to send a few Bcc emails (nearly 70) from FreshDesk. My guess is that there is a limit to the number one can bcc but I cannot find a refernce to that.The email addresses are pasted in and all seem to resolve OK. The last few are shaded red but deleting them makes no difference. Thank you.
All emails are being marked read in gmail after about a one second delay. I’m assuming freshdesk is checking it and doing this. Anyone know how to change this ?
Hi all, I have a problem that the system does not sends emails for approvals.All the setup is as here:https://support.freshservice.com/en/support/solutions/articles/50000009017 The notifications is on, and Enable Email Approval is checked.But there are still no mails.Any idea?Thanks
I am integrating AD B2C as Identity provider for the FreshWorks by configuring SSO with OIDC in the Freshworks.Configuration done in the Azure AD B2C: Registered an application in the AD B2C Tenant a. Get the redirect URL from Freshworks SSO with OIDC and added in the Redirect URI in the registered application b. Id Tokens and Access Tokens check box is selected. c. Enabled the public client. d. Generate the client secret for the application Added Microsoft as external IdP in the AD B2C tenant. Only one external IdP is enabled, local account is not enabled. Created a SignupSign User flow Tested the User flow, able to signup and sign-in using Microsoft Account (personal account). JWT token is generated with the claims sub, email, name. Configuration done in the SSO with OIDC:Get the ClientId and Client Secret of the Application registered in the AD B2C tenant and added in the SSO with OIDC configuration dialog Navigate to AD B2C signup sign-in user flow OIDC configuration url and
I needed to create a country field in Freshdesk in the Contact and Account forms. But I found (disappointingly) the lack of a built-in field that had al the countries already. Also, while there is a REST API to create ticket fields, there is not one for Contacts or Companies field. Since there are 241 countries I did not want to type or copy/paste that many entries into 2 different forms. So I used Applescript to automate this as follows:Open Apple scripteditor and enter following command: activate application "Google Chrome" tell application "System Events" to keystroke "Brazil" & (keystroke (ASCII character 9)) Note: I used Excel to build this list. Here is my XLS. Just pasted the contents into script editor. (if for some reason this is not there in future just google a list of countries) Create a new dropdown field Click “Add item” as many times as needed (in my case 241 times) Create a couple more than you need in case you mis-count you can click thru this pretty fa
Hello!I want to add our logo to our e-mail signature, but if I upload the image to imgur for example, and I paste the link to the Signature section, only an image icon will appear.How could I upload image to our e-mail signature correctly?Thanks,Csaba
Hi,I often need to refer a collegue to a specific note or reply in a ticket that has many notes and reply.In similar situations in other platforms, I can often find a permalink of sort, i.e: the url of a specific comment or piece of conversation. This URL is usually accessible by right-clicking on the timestamp of the comment.Is there anything similar in Frehdesk?If not? Do you plan to introduce it?It’s not very efficient having to say to a team-member, for example, “please check my 5th note in this ticket”, or “the second to last response from the customer” etc...
For over 4 years now there have been numerous reports by multiple people to resolve the issue where, while typing in the description field of a ticket the typing cursor will jump to the beginning of the ticket. In every thread where this is mentioned the case has been marked as “closed for comments” when the issue is ongoing and unresolved, sometimes without any response at all.I had created a support ticket regarding the issue 3 years ago as well and the developers mostly ignore that ticket or claim that the issue is fixed when it is not.Why is this is happening Freshworks??The issue does not go away just because you ignore it.This is some of the worst customer support I’ve seen in a long time.Do better!For reference, see:(there are a lot more topics surrounding this issue and some of those topics appear to have been removed from the forum)
How do I do multi language translations of custom fields and names for (of) custom service items?