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Hey @FW Community, anyone using Threads to collaborate with teams outside of Freshdesk? We are exploring Threads as to be used to loop in an internal team (let’s say third level alike).They are pretty well self-organized and use a group email in Outlook - So the plan is to keep them outside of Freshdesk. Currently they are contacted from agent’s Outlook, so agents do copy&paste all relevant information into the email.On top of that, agents have to juggle tickets in Freshdesk and the team’s responses in their Outlook. With threads we could use canned responses to fill all the details directly from Freshdesk ticket and use automations to reopen tickets on the team’s reply. Here’s the issue (or where at least I see a problem): Creating a Forward Thread via sending an email to the team from our main service address (service@ourcompany.com) The email finds it’s way to the team, so all good. The team replies from Outlook - So one member from her/his private email address. As soon as the answ

Hello. I’m wondering if there is any way to add a navigation menu to our knowledge base. When reading an article, the left pane shows “Related Articles” but if we wanted them to be read and followed in a specific order, it’d be much more helpful to have the entire Solution tree as something that can be made expandable. Sounds like basic functionality, but I can’t find how to make it work. Something like: Category A Folder 1 (expandable) Folder 2 (expandable) Folder 3 (expandable) Category B Folder 1 (expandable) Folder 2 (expandable) Category C Folder 1 (expandable) There wouldn’t be a need to always go back home. I know we can directly link from one article to another but that’s not what I’m looking for. Any help will be appreciated. Thank you.

I’ve created a report in Freshdesk to show customers with the most unresolved tickets. It works, but I get too many results to be readable. Is there a way to limit the amount of results, something “list only top 10”?

I have an interest to restrict some message visibility used for internal teams for privacy and security reasons. I am trying to make sure that whenever an Agent adds a ‘Private Note’, the corresponding email alert titled “Agent Reply” doesn’t then include the body text of what was said on the private note in the email notification to their Outlook inbox. Essentially, I am most interested to have some of our Issue/Ticket Types not include specific types of content/conversation notes based on the subject matter so I’m interested to make sure Freshservice has a way to “not send Agent Reply emails” exposing private information based on the subject matter. Bonus: Is there a potential to apply to private AND public notes?

Hello, I have a problem. I’m doing a redesign of the Freshdesk user portal based on the MINT theme. The old code to display tickets is as follows: “<section class="ticket-page"> <div class="container"> <div class="ticket-toolbar pull-right"> <a href="{{ portal.ticket_export_url }}" data-target="#export-modal" id="ticket-export-button" rel="freshdialog" class="d-hide" data-submit-label="{% translate portal.tickets.submit_export %}" title="{% translate portal.tickets.export_ticket_data %}"> {% translate portal.tickets.export %} </a> </div> <div id="ticket-filter-container"> {% snippet ticket_filters %} </div> {% snippet ticket_list %} </div></section>” When I copy and paste in the redesign of this part, the list of tickets is displayed well but the snippet of the filters appears but does not work. (Click in the void) Why ?

as said in the title,The hook url that was generated for me was baseurl//event/hook/freshdesk for example.How do external events work then, is this hook tied to the space or to the each installation?will it fire 35 times if 35 agents use the app?

Idea: I propose adding a functionality to allow users to change the email address where webhook failure notifications are sent. Reasoning: Currently, webhook failure notifications are sent to the account holder's email by default. However, in many cases, the account holder is not actively involved in monitoring or managing technical issues . They often do not interact with our ticketing system, leaving webhook failures unnoticed or delayed in resolution. Solution: Introduce an option within the system settings Customize the notification email to a preferred address, such as a system administrator or IT team email. Ensure that these changes can be easily updated by authorized users. Benefits: Faster detection and resolution of webhook failures. Ensures notifications reach the correct technical personnel. Improves system reliability and customer satisfaction. I believe this feature will add value for customers with dedicated technical teams managing integrations and reduce unnecessary in

Hello, We use Freshdesk server to send mails but we regularly get undelivery notification to some providers. DKIM and SPF are correctly set up, but recipient’s provider nevertheless rate our email as spam. Can somebody who already went through such issue share about how they fixed it? Thank you

Hello, Im trying to add a field in our Form, but when data is saved, this error message is showed undefined method `id' for nil:NilClass. Please if you can help us.

Hi, When will it be possible for Freshdesk to automatically translate the articles from the knowledge base into different languages? There is already a tool that I find “Lingpad” which translates this into Freshdesk for a lot of money.

Our team is still in the early stages of setting up Freshdesk and we are looking for a permanent test environment beyond the temporary Sandbox feature. We aim to create and retain dummy tickets without data loss and integrate seamlessly with this test environment, ensuring no interference with our live system. What are some ways you all would go about accomplishing something like this?

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code. Is there a setting in Freshdesk that I can turn off to prevent the code being appended? Thanks in advance for any assistance.

We want to modify Customer Portal in Freshdesk but when we try to bring the snippet ticket_list on Portal Home page, it gives Liquid error. Adding snippet new_ticket_form works. Also, how do we customize the new_ticket_Form, we want to change the dropdowns to card view.

Seeking Recommendations for a Permanent Test Environment in Freshdesk Our team is in the process of setting up Freshdesk, and we’re looking for the best way to maintain a permanent test environment, as an alternative to the Sandbox feature. While the Sandbox is useful, it is designed for temporary use, and we need a test environment that can remain active indefinitely. Key requirements for this test environment include: The ability to create and test dummy tickets without losing data. Seamless integration with external tools and systems to mirror real-life scenarios. Isolation from the live environment to avoid any unintended impact on live operations. We would love to hear from other Freshdesk users who have implemented a permanent test environment. What solutions or strategies have worked well for you? Are there specific configurations, workflows, or tools you would recommend for this purpose? Thank you in advance for your input and suggestions!

We have thousands of contacts setup who have never created a ticket with us. In 2025 we’re launching our customer portal, and I only want to invite people who have previously logged a ticket, rather than all people who were migrated from our previous system. Is there a way to easily identify which contacts have never logged a ticket, and delete them?

There are two built-in metrics you can use in Analytics that sound almost the same, but when applied give different results: Resolution time in calendar hours Resolved tickets lifetime in Calendar hours What exactly is the difference?

Hello all! We have recently been trying to make some automation rules for re-opening of child tickets and have identified that if an agent only has view access to a group and adds a note then the automations doesn’t trigger as the system doesn’t seem to see them as an agent in that group. Has anyone come across anything similar and found a workaround? We don’t want to provide full access to groups for all agents which is currently our only workaround. Appreciate any feedback

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us. Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights. Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it. How do we get a new version of reCaptcha on our support form? One like this?

Hi, Need to know how I can migrate my whatsapp chat to Freshwork before integrating my business whatsapp API. As I understand,I will not be able to use whatsapp in phone if i integrate with freshdesk.But as an running business I need to access my customer old conversation as well to serve them better How to handle this?Any suggestion will appreciated?

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.

Hi, is there a way to completely control what related articles will show under/next to an article on the knowledge base? I want to have the ability to have complete control over this - and each article should have different “Related articles”

Once a ticket has been added to freshservice from freshdesk thread integration , then we are unable to merge two tickets in freshdesk with freshservice threads. Is there any solution for same

Dear Freshworks Community, Background I have freshly gotten Freshsales as our main CRM and we have imported a 1000 contacts and 400 accounts into it. The data on these contacts is unfortunately relative scarce but we have for 800 out of the 1000 contacts the LinkedIn profile field filled out. Problem Now we would like to use LinkedIn to fill out for example contact fields like email or phone for these 800 contacts with LinkedIn. In addition to that, it would be awesome if we could keep these contacts automatically updated through LinkedIn. Is there any way to do this without programming a plugin or so? Maybe there is a software tool out there enabling us to do that? Additional Feature The perfect feature would then be to have a way to automatically create new contacts/accounts in Freshsales through LinkedIn sales navigator. But I guess that is even harder to achieve then the other problems. Did someone have the same problem and found a solution for that? :) Thanks for your help, Robust

We currently house our knowledge articles in Google Docs. Is there an integration with FreshDesk knowledge base. We want to keep our articles in Google Docs, but would like to implement FreshDesk’s knowledge base.