New Idea

Secure Form for passwords

Forum|Forum|1 year ago
February 4, 2025
5 replies
58 views

eberhardt
Apprentice

Hello,

we need a way to provide customers the ability to send us password to access their environment in a secure way in FRESHDESK. After closing the ticket, the password should be removed from the ticket.

We tried it with the canned response forms. This is exactly what we need, but we did not found a way to remove the canned response answer after closing the ticket.

So the sensitive data is stored in the ticket forever.

Thanks

Best Regards

Marco Eberhardt

+9

mahendarsingh
Community Manager
Forum|Forum|1 year ago
February 6, 2025

Hi @eberhardt ,

I hope you are doing well :)

I understand that you to delete a conversation or portal access if the ticket is closed. Note that you can setup an automation which would delete the ticket and those deleted tickets cannot be accessed by customer on the portal. However the tickets cannot be restored if deleted permanently.

Feel free to respond to this thread for any queries :)

Thank you

Mahendar, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)

Like

E

eberhardt
Author
Apprentice
Forum|Forum|1 year ago
February 6, 2025

Hello,

thanks for your reply. I don’t want to delete the full ticket. I only want to delete the reply added from the canned form.

Thanks

Best Regards

Marco

Like

+9

mahendarsingh
Community Manager
Forum|Forum|1 year ago
February 7, 2025

@eberhardt We can have this taken as a feature request from our side because at the moment we can only split or forward customer responses and you cannot delete the responses.

Mahendar, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)