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How do I....?

Using Freshdesk

  • 415 Topics
  • 875 Replies

415 Topics

Csaba9923
Apprentice
Csaba9923Apprentice
asked in How do I....?

How to add image to e-mail signature

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

11
maxharry
Community Debut
8 months ago
A
Contributor
adam_14612Contributor
asked in How do I....?

Freshdesk: Feature requests

Hi everyone, Looking to see how people manage feature requests that come in both via tickets and comments on forum topics?

5
rejiegbu
Community Debut
1 year ago
Mohit91
Apprentice
Mohit91Apprentice
asked in How do I....?

How to unmerge ticket

Hi all, Please guide me how we can unmerge the ticket in Fresh desk.  

3
dbaras
Top Contributor
1 year ago
W
Contributor
Worthingu3aContributor
asked in How do I....?

‘Sending email’ failed due to “ app: e is undefined

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.

15
hemanth.ramya
Community Manager
2 years ago
bbiandov
Apprentice
bbiandovApprentice
asked in How do I....?

Azure SSO logout error

Hi everyone,I have Azure SSO setup using the new model via FreshWorks. All works just fine expect when agents or contacts click LOG OFF.Then the below error occurs. Any ideas how to correct that? What is the FreshWorks logout URL? It is not published anywhere?  

1
A
Community Debut
2 years ago
A
Apprentice
al_17099Apprentice
asked in How do I....?

Prevent re-opening of tickets

How to we prevent customers from re-opening old tickets? We’re increasingly finding that customers are responding to tickets that are over a year old.None of the old solutions that are posted online now work (they talk about “Observer” rules which no longer seem to exist.

3
Keer
Community Debut
3 years ago
stevemc
Top Contributor
stevemcTop Contributor
posted in How do I....?

How to more easily create dropdown with many items (e.g. country)

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

10
P
Community Debut
8 months ago
zoejames380
Apprentice
zoejames380Apprentice
asked in How do I....?

how to change the font style in the email?

how to change the font style in the email?I have a question is that how to write an email in a unique and different type of fonts style I like most of the fonts style in one of the best website freefontslike 

1
hemanth.ramya
Community Manager
3 years ago
D
Contributor
Dallan RContributor
asked in How do I....?

Freshworks SSO for contacts

I have been using Freshdesk SSO with Azure this number of years. Now it seems like we have yo move over to Freshworks for SSO. This was straight forward to setup, one Azure App (Freshdesk) and then configure on Freshdesk SSO, simple.Setting up the Freshworks Azure application for SSO was relatively easy and I can see the agents in NEO admin centre.Question is how do we get the existing contacts setup for SSO using Azure, its not straight forward and documentation is non existent. Making the change and switching on Freshworks SSO in the Freshdesk portal will certainly cause a lot of issues with existing customers that can currently SSO using the Freshdesk SSO. Has anyone got this to work that already was using Freshdesk SSO previously? 

8
R
Community Debut
2 years ago
carol
Apprentice
carolApprentice
asked in How do I....?

Online forms to create a ticket

Hi Community,I’m trying to automate the creation of the tickets.I built a Microsoft Forms and I want to use Power Automate to send to my support@mycompanyname.freshdesk.com an email and after that, it should create automatically the ticket but I’m not being able to find where I can do that.Also, in general, do you know if Freshdesk has already an online form that I can share via URL and my employees can use it to create the ticket? Thank you very much

3
Keer
Community Debut
3 years ago
E
Apprentice
elizabeth_20167Apprentice
asked in How do I....?

Our emails to customers frequently go to Spam.

Before you say this, we do have DKIM set up. It’s becoming almost impossible for us to email our customers. Either our messages are rejected by their mail server, or if they are not rejected, they go into a spam folder. We are on the verge of switching to ZenDesk -- they cost more but they don’t have this embarrassing problem. My guess is that mail providers flag FreshDesk as spam because you aren’t doing enough to prevent people from using your software to send spam mail. If this is not fixed soon we are leaving.

1
suprabha.somanathan
Community Debut
3 years ago
saravana
Apprentice
saravanaApprentice
asked in How do I....?

AD B2C integration in FreshWorks SSO with OIDC - Login error

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

11
vjhjh
Community Debut
2 months ago
Christina H
Apprentice
Christina HApprentice
asked in How do I....?

How can I insert a custom Font Type into [Agent portal default font preference] email reply?

Hi, is there any way that we upload custom font type into Freshdesk? Because we want to follow our company’s font to reply the customer. but the font is not in the default list. 

3
whatstesaid
Community Debut
5 days ago
khaled89
Apprentice
khaled89Apprentice
asked in How do I....?

How to change the conversation first chat message ?

We integrated fresh desk into our iOS app, when the conversations screen opens, this question appears at the beginning from the agent:  Hello there! Need help? Reach out to us right here, and we’ll get back to you as soon as we can! How can I change this message ? is it from the SDK or from the admin panel ?

3
Sarthak
Community Debut
1 year ago
jturner5114
Apprentice
jturner5114Apprentice
asked in How do I....?

Creating Username and Password, logging on to Freshdesk

Hello Community,After my manager adds me as an agent to Freshdesk, does the system automatically send me a username and password along with a link to the Freshdesk system?  Thank you 

4
Thiago2707
Community Debut
5 months ago
L
Apprentice
ledude1Apprentice
asked in How do I....?

Setting the TXT for Cloudflare DNS

Hi all. Can someone help out with setting the TXT in Cloudflare dns?  This is how I did it and freshdesk is not recognizing it.  I have followed all the FAQ and I’m still having problem with it.So under name I put the : fdkey.sudomain.freshdesk.com Under Content i put the fdkeyDid I do it right?  Cuz I’ve flip it all kind of variation and freshdesk is still not able to verify it.I’ve tried this variation: So under name I put the : fdkeyUnder Content i put the fdkey.sudomain.freshdesk.com Please help? 

2
Keer
Community Debut
3 years ago
thomasdecamps
Apprentice
thomasdecampsApprentice
asked in How do I....?

Customer Sat Survey: “{"code":"internal_error","message":"We're sorry, but something went wrong."}

HiI’m testing the CSAT survey and after answering the CSAT survey questionnaire in email we are getting redirected to a page which has “{"code":"internal_error","message":"We're sorry, but something went wrong."}”. Can you help me out please?Kind regardsThomas Decamps 

1
Keer
Community Debut
3 years ago
sqladmin
Apprentice
sqladminApprentice
asked in How do I....?

Merge tickets with partly same subject

Hi.I need a solution to combine sequential tickets (and/or autoresponses to FD tickets bouncing back and forth) from another ITSM solution.The not-changing part is the start of the subject, it has a static ingredient, but the rest of the subject will vary. the FD ticket number appended to the response subject is not retained by the other solution. Now a new ticket is always created. Can these be automerged based on below data? Example: INCTASK0120255: TestTicket Ref:xxxMSG1555768_16Inp9KQt5Qp33tA7 INCTASK0120255: TestTicket Ref:xxxMSG1555694_2uah9xMQRl9i5Za4Z  Marko

3
S
Community Debut
1 year ago
A
Apprentice
alzhaoApprentice
asked in How do I....?

Create ticket for customers via email

How can I create a ticket on behalf for a customer via email.Scenario is like this:I am an agent One customer write to me via email and I want to put this email to the ticket system I reply to the customer using my email and cc the support email. So from: me, the agent, to: customer’s email; cc: our support email which is used to receive customer inquiry and create the ticket in freshdeskHow can I do the above? If I send email like the above, the contact will always be me, the agent, which is meaningless. 

4
A
Apprentice
3 years ago
A
Apprentice
aGroupLotseApprentice
asked in How do I....?

Liquid error: undefined method `name' for nil:NilClass

Dear everybody, In our Helpdesk we have the following "Liquid error: undefined method `name' for nil:NilClass": Right above the header. Does anyone knows about it? Best,GroupLotse Admin

3
suprabha.somanathan
Community Debut
3 years ago
C
Contributor
c.ziobroContributor
asked in How do I....?

We are sorry. You have been restricted from accessing this helpdesk page.

When a customers try to opne a tickect they receive this message"We are sorry. You have been restricted from accessing this helpdesk page" Our url access is: rubika.freshdesk.com  Can you help me please ? BR. 

6
B
Contributor
1 month ago
O
onyxum
asked in How do I....?

Permanently Delete Agents

Anyone successfully “permanently delete” an agent entry that is stuck in the “deleted” status under contacts?I’ve asked support to help but as usual Freshdesk support is absolutely useless.Thanking you in advance

7
HVA
Top Contributor
1 year ago
B
Apprentice
bigshooterApprentice
asked in How do I....?

Admin account that does not eat an agent license

Hi All,I would like to include an admin account in my Freshdesk instance that is there simply as the account admin.  It would not perform agent duties.  From what I can tell this basic admin account eats up one of my licenses.Is it possible to have an admin account without an agent role that won’t eat up and agent license?  This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)

2
hemanth.ramya
Community Manager
3 years ago
pavinder
Apprentice
pavinderApprentice
asked in How do I....?

I want to integrate Freshdesk With Laravel 7

Hi everyone,I want to integrate freshdesk with laravel 7. I tried following packages but they seems outdated.https://libraries.io/packagist/kepcloud%2Ffreshdesk-laravelhttps://github.com/mpclarkson/freshdesk-laravelhttps://github.com/zenichanin/freshdesk-laravelplease suggest any solutions .Thanks 

2
pavinder
Apprentice
3 years ago
rhondachurchill99
Apprentice
rhondachurchill99Apprentice
asked in How do I....?

Laravel Passport; using OAuth2 for SSO with Freshdesk

I am trying to set up SSO from my Laravel 8.13 site to my related Freshdesk support portal.What I want is for a user, who is logged into my site, then to be able to click a button and get seamlessly signed into my Freshdesk support portal so they can view the non-public documentation there and raise tickets if required.Using Laravel Passport 10.1 I can create a token (tested using Postman) but get an error from Freshdesk when trying to authenticate.An error occurred while attempting to retrieve the userinfo resource: could not extract response: no suitable httpmessageconverter found for response type [java.util.map<java.lang.string, java.lang.object>] and content type [text/html;charset=utf-8]I have not used OAuth before and am having issues. It may of course be that my understanding of OAuth is just completely wrong but I am finding available documentation on Laravel Passport / Freshdesk OAuth connectivity hard to come by.I have been through as many related SO questions as I hav

0
rhondachurchill99
Apprentice
3 years ago

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