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Replies posted by Sona_Senthil

44 Replies

brianlorelle
Apprentice
brianlorelleApprentice
asked in Portals, Emails & Other Channels

Get notified when someone registers on my portal

Hi @brianlorelle, You could try an external automation tool like Zapier to send an email when a new contact is created in Freshdesk - https://zapier.com/app/dashboard 

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Community Debut
1 year ago
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Contributor
TassiloCContributor
asked in Ticketing & Agent Productivity

How to delete a custom company field?

Hi @TassiloC,Can you confirm if you are clicking on the “Save” button after pressing the Delete button because the changes will only be saved after the Save button is clicked? Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago
jdanyow
Apprentice
jdanyowApprentice
asked in API and Webhooks

How do I create an unassigned ticket via the API

Hi @jdanyow, Could you share the API call and body/payload details for which you’re receiving this error so that we can check further? Ideally, if the “Agent” field is non-mandatory for submission, then that particular error should not appear Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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jdanyow
Apprentice
1 year ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in API and Webhooks

Updating Multiple Custom Fields

Hi @michaelmartel, I believe you can combine the two fields. Could you please check if you are separating the two fields with a comma(following the first field) as seen below? "custom_fields": {    "custom_field_1": "{{ticket.sample_1}}",    "custom_field_2": "{{ticket.sample_2}}"  } Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started. 

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Community Debut
1 year ago
vedk
Apprentice
vedkApprentice
asked in Portals, Emails & Other Channels

Render 2 Widgets on Same Page

Hi @vedk, Could you let us know the reason you are looking to render 2 widgets on the same page? I’m trying to do the same but only 1 widget is getting displayed as you mentioned. Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 month ago
RainerBln
Apprentice
RainerBlnApprentice
asked in Portals, Emails & Other Channels

sender email address

Hi @RainerBln, If the sender’s email address is included as the “Reply-to” address in the email header when the email is forwarded into Freshdesk, then we could have Freshdesk create the ticket requester using this Reply-to address instead of the “From” address. This can be done by going to Admin->Email->Advanced settings and turning ON the option “Use ‘Reply-to’ email address to create requester contacts” as seen in the screenshot below Could you check if this option is enabled at your end? If yes, then can you check if your server is including the sender’s email address as the “Reply-to” address in the header? Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago
MattImmerse
Apprentice
MattImmerseApprentice
asked in Ticketing & Agent Productivity

How to Change From Name for Tickets

Hi @MattImmerse, If you are referring to changing the name of your support email “Immerse Marketing”, you can click on the “Edit” icon next to the email address under Admin->Email and then change and save the new name.   Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago
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Apprentice
VDV_ADIApprentice
asked in Portals, Emails & Other Channels

Customizable widgets

Hi @VDV_ADI, It looks like the feature might not be enabled yet. Can you drop an email to support@freshdesk.com with your account and plan details so that the Support team can check further? Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago
PhilippLupulescu
Apprentice
PhilippLupulescuApprentice
asked in FreshThemes Gallery

Add a new page to portal theme?

Hi @PhilippLupulescu, Not quite sure this can be done but you can check out the following article on adding a tab to the top navigation bar if you haven’t yet had a chance. Maybe you could link the tab to a customised internal page such as a specific forum topic if it suits your requirement?https://support.freshdesk.com/en/support/solutions/articles/83289-adding-a-new-tab-to-the-navigation-bar  Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started. 

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Community Debut
1 year ago
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Skilled Expert
mythumbsclickSkilled Expert
asked in Automations

Assign to requester based on email address in description of ticket

Hi @mythumbsclick, There is another thread with the same ask as you so you could check if that solution helps -  

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Top Contributor
1 month ago
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Apprentice
VDV_ADIApprentice
asked in Portals, Emails & Other Channels

Customizable widgets

Hi @VDV_ADI, Are you on the Pro or Enterprise plan? If yes, then you can use the Multiple Forms feature to create multiple ticket forms with the required fields and add the necessary form to the specific help widget. The following articles include instructions on creating forms and linking them to widgets.Multiple Ticket Forms - https://support.freshdesk.com/en/support/solutions/articles/50000004089-setting-up-multiple-ticket-formsLinking one or more ticket forms to your Portal and Help widget - https://support.freshdesk.com/en/support/solutions/articles/50000004263-linking-one-or-more-ticket-forms-to-your-portal-and-help-widget Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago
Anirudh24
Contributor
Anirudh24Contributor
asked in API and Webhooks

Create a child ticket using API

Hi @Anirudh24, My apologies. Your question seemed to have been tagged with Freshservice so I’d suggested the Freshservice doc. You can use the Create a Ticket API in Freshdesk and specify the parent ID in the content as seen in the sample webhook in the following article.https://support.freshdesk.com/en/support/solutions/articles/50000002311-create-a-new-child-ticket-automatically-using-a-webhook There is also a section called “Create a Child Ticket” within the “Create a Ticket” API module in the Freshdesk API doc so you can check that out too.https://developers.freshdesk.com/api/#create_ticket   Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Anirudh24
Contributor
1 year ago
Anirudh24
Contributor
Anirudh24Contributor
asked in API and Webhooks

Create a child ticket using API

Hi @Anirudh24, Have you had a chance to check out the following API doc?https://api.freshservice.com/v2/#create_child_ticket 

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Anirudh24
Contributor
1 year ago
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Apprentice
WarrenMSApprentice
asked in Apps and Marketplace Integrations

GDPR Personal Data Retention - Is there a way to automatically 'forget' users/customers by time?

Good morning @WarrenMS, You can submit this as an Idea on https://community.freshworks.com/ideas if it hasn’t yet been submitted as one. You can also check out a paid app called “GDPR Assistant” on the Freshworks Marketplace if you haven’t had a chance to do so.https://www.freshworks.com/apps/freshdesk/gdpr_assistant/ Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago
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Apprentice
Hoppers13Apprentice
asked in Automations and Workflows

Cognitoforms - Freshdesk link

Hi @Hoppers13 , Have you had a chance to check the Spam and Trash folders in Freshdesk to see if the ticket possibly landed there?https://support.freshdesk.com/en/support/solutions/articles/228016-how-do-i-view-deleted-tickets- Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago
bitsy
Apprentice
bitsyApprentice
asked in API and Webhooks

how to create a "follow up" ticket

Hi @bitsy, You could trigger a webhook to create a new ticket when the Offer ticket is closed.  The rule could be configured under Admin->Automations->Ticket Updates with the required events and conditions such as in the example below.  Articles for reference:Configuring a webhook - https://support.freshdesk.com/en/support/solutions/articles/50000003073-webhook-to-create-a-new-ticket-when-reply-is-received-on-a-closed-ticket How to find your API key - https://support.freshdesk.com/en/support/solutions/articles/215517-how-to-find-your-api-key Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago
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Apprentice
Al DownieApprentice
asked in Automations and Workflows

Multiple automations per agent group?

Hi @Al Downie, Could you check if “Executing first matching rule” is displayed under Admin->Automations->Ticket Creation as seen below? If yes, then only the first rule that matches on a ticket would be executed. If you would like to execute all matching rules, then you can click on the Settings icon next to “Executing first matching rule” and choose “Execute all matching rules”, save and test. Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago
G
Apprentice
grantpattenApprentice
asked in Apps and Marketplace Integrations

White-labeling with Freshdesk

Hi @grantpatten  Since the customers raise tickets through the specific Product portal, I’m assuming the Product field gets automatically populated in the ticket. If this is the case, you can check out the Signature Management Plus app where you can configure signatures and map them to specific Products. This will ensure that when a ticket is mapped to a Product, the Product-specific signature is automatically appended to the agent’s response.App reference - https://www.freshworks.com/apps/freshdesk/signature_management_plus/ Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago
bitsy
Apprentice
bitsyApprentice
asked in API and Webhooks

how to create a "follow up" ticket

Hi @bitsy If you are on the Pro or Enterprise plan, you can check out the Parent Child Ticketing feature. This feature would allow you to create child tickets(such as a Ticket for installation) from an existing parent ticket(Ticket for offer confirmation) in a way that both remain linked to each other. Please note that the parent ticket by default cannot be closed until the child ticket is closedArticle/Folder for reference:https://support.freshdesk.com/en/support/solutions/articles/224359-setting-up-parent-child-ticketinghttps://support.freshdesk.com/en/support/solutions/folders/272497 You can also create child tickets using templates - https://support.freshdesk.com/en/support/solutions/articles/224399-creating-child-tickets-using-templates Regards,Sona Freshdesk, Freshchat, Freshcaller product expertAre you interested in learning more about how our services can help add value to your business? Check out our Professional Services to know more & get started.

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Community Debut
1 year ago

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