Solved

I want to create a scheduled workflow to run daily to do an action on tickets older than 60 days. Ticket age is not an option in Condition. Any ideas on how I can accomplish this?

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?

Hello all, I have a workflow based on tasks, the flow is as follows: However, the action is not executed. When I look at the condition, I have correctly specified the following, in this case, a -1. This is also clearly visible in the task 'Planningstask’ in my ticket: Does anyone have an idea of what I might be doing wrong? This is want I want with the workflow: When the task planning has has been completed and if a service item contains any of those words, perform an action.

We have lots of email addresses registred in the backend of Freshdesk (ticket receiving mail addresses). When replying to a ticket, the system picks one of these mail addresses as the sender of the response. How can we automate this, or change this, to one mail address of our choice?

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.

Experiencing a real headache when trying to merge client contacts under a single company. The company in question utilizes Netsuite custom email sender addresses - so every new ticket a contact creates also creates a new contact in Freshdesk. These are all some long variation of random numbers. So for example, we have a regular contact who often creates tickets - we now have 60+ separate Contact entries for this one individual. Normally, we would just merge these subsequent contact emails under the main contact, but the limitation of 10 email addresses doesn’t allow for this. Is this an issue others have dealt with, and if so, what was your solution? I think the easiest thing to do would be to lift the 10 email maximum per contact restriction, but not sure if FreshDesk is going to do that.

Hello, When on the main level of the knowledge base, I would like to display less articles under each folder. Right now it will show a pre-view of 5 articles, but I would like to adjust it down to 3 articles showing. Is there a way to do this? ...so ideally I would just the articles test 1, 2 and 3 showing here.

Hi Freshwork community. I am setting up SSO using JWT with Freshdesk (by setting Customer Portal). I implemented successfully but when my customers login. I see their email instead of their name. It is really tough to me when I want to know who they are. I hope to receive your answer soon. Best regards,

Where can I see a list of all themes? Paid also. Why is this not built into the product?

My site has a side bar: Instead of displaying “related articles” which are rarely actually related, I’d like to display the Category/Folder list that the article is inside of. It’s the same view that is found on the Solutions Home page. However, if I just take the code from the Solutions Home Page and drop it into the article view, it doesn’t work. It displays nothing: <!--Display Categories and Folders --><section class="sidebar content rounded-6 fc-related-articles"> <h2 class="heading">{{ category.name | h}}</h2> <div class="cs-g-c"> {% for folder in category.folders %} {% if folder.entity_collection.size > 0 %} <section class="cs-g article-list"> <div class="list-lead"> {{ folder | link_to_folder_with_count }} </div> {{ folder | sub_folder_article_list:5 }} </section> {% endif %} {% endfor %} </div></section></section><!-- end --> How do I get this display from the category display page to appear on the article view page?

In Freshworks, you have the ability to add tags to project tasks. The problem is there is no way to display these tags on the cards in the board view. It looks like the only thing you can do with tags is apply them to a filter. Has anyone had experience with this? Can you add the Tags to the Card view? In the customize Card area Tag is not an option that we can currently see. I am new to Fresh and am scouring the knowledge base and communities to better inform myself and to implement solutions for our folks in the office. Thank you!

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!

Hi how can I view all the tags that are in our freshdesk?

Hello. When I create and send an email from freshdesk and put some images on it, the images are showed correctly in freshdesk, but tehy didnt show in the recepiente´s email and just appear a little icon of a broken images. In the next image you can see that: Can you guide me to solve this issue? Thank you.

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 ?

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.