Solved

Heya everyone,as the title describes I’m encountering errors when I try submitting a ticket on both the embedded form and the portal itself. I’ve looked it up and it appears as if this is resolved on a case to case basis.Portal URL: https://3001.freshdesk.comEmbedded form: https://dev.3001.host/contact Hope this can get fixed

Greetings,I have been pulling my hair out trying to find the right/best way to do something that seems simple on the surface. I need take the value of the Time Entry field “time spent” which unfortunately is stored as a String, and turn it into a number so I use it to then calculate against an “hourly rate” field associated with an Agent. The only part of this whole process I cannot get to work is the String to Decimal conversion. time_spent values are stored as a String like: “02:30” which means 2 hours and 30 minutes. Because of this I am currently using substring to split the values into the Hours and Minutes portions so I can then divide the minutes by 60 to get a decimal. I then need to add both back together. The closest I have come to making this work is:abs(substring({{P4.root.time_entry.time_spent}}, 0, 2)) + abs(substring({{P4.root.time_entry.time_spent}}, 3, 5)) / 60 This makes absolute values from the String portions xx:yy respectively and adds them together. It appears to

Hello Community :)  A new fixed column appeared this lunchtime on the ticket list.Unfortunately, I do not want this column to be fixed. Indeed, it has no added value in my processI want the same features as before this update. Thank you for reading 

I tried to configure it with Captcha and without. Nothing helped. Any solution?URL is: https://wonderkindhelp.freshdesk.com  

Hello! I need to use pagination to get all open tickets from freshdesk, but it’s not working as expected when i try to use “per_page”:api/v2/search/tickets?query="status:2" works fine, but don’t retrieve all results If i use the “page” parameter, it work fine too. api/v2/search/tickets?query="status:2"&page=2 But if i try to use “per_page” parameter it doesn’t work. api/v2/search/tickets?query="status:2"&per_page=2 Can someone help me figuring out what i’m missing? Thanks  

We have some kind of bug in a couple of our change lilfecycles. The field seems to be both marked as mandatory and locked in Change Lifecycle. There is no way to change this.Has anyone experienced the same problem?  

Documentation department is making user docs with images, formatting and most importantly links. I’ve tried every way I could think of to publish a new article with the same exact format / layout and I’m losing the functionality of the original document. I’m sure I’m missing something.How can I publish the user docs exactly as they would be in the original Word doc?

Does anyone here experience this issue. See attached screenshot,  

Hello,I'm wondering if it is possible that I change the button “Mark ticket as closed” for requesters. I found the option via “Admin → Rebranding ServiceDesk → Portal customization” that I can change the code for this button. But can I change this button to that a ticket will be marked as “resolved” instead of closed? Or if there is an another option to change this, please let me know.

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

According to the documentation (https://developers.freshchat.com/web-sdk/v2/#messenger-api) we can destroy the Freshchat via `window.fcWidget.destroy()` call.But how to re-initialize the Freshchat again?It doesn't work via `window.fcWidget.init()`

Hi AllMy site https://bsd.freshdesk.com/support/solutions/articles/67000667081-t%C3%A0i-li%E1%BB%87u-gi%E1%BB%9Bi-thi%E1%BB%87u-gi%E1%BA%A3i-ph%C3%A1p-odoo-b%E1%BA%A5t-%C4%91%E1%BB%99ng-s%E1%BA%A3n That, I need change default font and normal size - Could you help me how to do it?Thanks in advanceTruong Dai

I created a test marketing list and decided I want to delete the list. I’m unable to find an option to perform the delete of the marketing list.Anyone have any idea how to delete the unwanted marketing list? Thanks

Hello guys, I’m having issues with deploying the new version 3.5.0 of Freshservice Discovery Agent on Intune. Normally it was a simple task as it was just a msi file, but in the new version I need to add a token to the installation. I have the token, but I can't seem to get it to work in a powershell script to silently install it. Has anyone tried installing the program with the token via powershell silently? Thanks in advance

Hello, i want to implement heads up push notificaiton in Android . like IOS have and some other apps like whatapp etc have when app is closed or backgroup notifcation comes as heads up  

Does anyone know if there is a way to hide fields on the Task form?Task is not an available choice inside Business Rules for Forms in Global or Workspace Admin settings. From what I can tell this means there is no way to. However, I’m also fairly new at this, so thought I’d check with the community.

We have custom forms for our master data management operations. As seen in the screenshot, this form has different fields such as Customer Number and Company Code. Our challenge is, we want to consolidate some of the data from within the form for a lot of tickets (over 1k) in an excel sheet. One way is to examine each and every ticket and copy & paste the data under those fields. This obviously doesn’t scale well. We tried to do it using the analytical module as well as the Ticket filtering. But we couldn’t find our fields there. Is there any way to overcome this challenge?   

I need a little bit of help.I’m trying to create a simple automation, Ticket Raised ==> Check Condition ==> Trigger webhook to update the same raised ticket.But I can’t make it work with placeholders on the callback URL:If I fix a ticket to the url, i.e.: https://xyz.freshservice.com/api/v2/tickets/74168 it works but when I use a placeholder to use the ticket id from the first step  https://xyz.freshservice.com/api/v2/tickets/{{ticket.id}} then it fails!Not sure why, because no information is available in the log.Do I need to declare a variable form the incoming data and then put that variable in the call back url?Many thanks,   

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:postmaster@outlook.comYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. For more information please go to http://go.microsoft.com/fwlink/?LinkId=526653 AS(8561) [ME3P282MB1553.AUSP282.PROD.OUTLOOK.COM]'Original message headers:Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458%5]) with mapi id 15.20.51

Hi all, I am new to Freshdesk and I want to use our extisting customer accounts (from the database of our company’s website). I want our customers to be able to create tickets on the freshdesk customer portal via their existing accounts created our company’s website. I can see that there is an import option using csv files, but I need an option to migrate passwords too.In the long run I need a solution where our customers need to register only one account for using our services and a support desk service too.Does anyone have any ideas? Thanks,Gabor

We are using the default survey which has a satisfaction rating from 1to 5 and currently only use Fresh Desk Tickets. When looking in Analytics there does not appear to be a CSAT metric for tickets on chat. It appears that Survey has the results from our CSAT which is good and I have been able to create some insightful reports but now I need to get an average score over all Surveys answered within a Period of Time. However the metrics does not appear to give me an average score the nearest I can do it output the total an fiter by choices giving me the total number of responses for each choice made. I then have to manually get the average score.Am I overlooking something obvious or am I limited to what I have already found?

Hi everyoneI’m looking to set up SLAs in Freshdesk for different ticket types and priorities. Can anyone walk me through the process, or share best practices for configuring SLAs based on customer support tiers?Thanks!

Using the PUT API for tickets, I can associate a Problem’s Display_ID to an Incident ticket. But, If the Incident is a Major Incident, the API will not allow me to PUT the associated Problem Display_ID. I tried to got the opposite direction and make the association to the Major Incident on the Problem ticket. But, the GET for the Problem record only shows associated Change. How do I associate a Problem record to a Major Incident using an API?https://{{service_desk_url}}/api/v2/tickets/{{change.incident_number}}?bypass_mandatory=true{    "ticket": {                "problem": {                   "display_id": {{Problem_ID}}        }    }}

When I click on a “View the entire article here” link in an FAQ link in my chat bot, it opens to a blank browser page on an internal url with no style applied. See images below:Link for an articleUnstyled Browser WindowI have three questions.First, does anyone know if it is possible to have links open in a specific URL, such as the Freshdesk Knowledge Base where the bot is hosted? Second, does anyone how to apply a style to the article? Third, if the first/second are not possible, is it possible to disable the link all together?  Thanks for your help.

Hello everyone,We use Freshdesk as our intranet.We’ve been asked to investigate how we could set view permissions at a category or folder level for solutions for logged-in users.We have a new group of users potentially joining that should only be able to view a specific category.I can see that you can group agents, but is it possible to group logged-in users and assign them permissions?Please do shout if I’ve not explained this clearly enough - grateful for any pointers - thanks, Casey