Solved

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  

I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

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

Hi, There is a problem to create tickets :We are sorry. You have been restricted from accessing this helpdesk page.https://proginelectricite.freshdesk.com/Can you please help fix it ?Best,Flo

Hello,I’ve embedded the chat widget on my site, but I’m experiencing difficulties applying custom CSS to remove the white background from the floating widget. I’ve tried targeting various classes but haven’t been successful so far. I’ve included images to illustrate the issue and would appreciate any assistance you can provide.Thank you!

Hello, I wanted to know if it will be possible in the future to have the possibility to send the automatic response only when a customer create a ticket, not an agent. Thanks !

I have just started to use this and find it very basic in its functionality eg there is no format paste.  Also just copying a document from Word looses a lot of the formatting and section numbering etc. which means a lot of work to add documents to the solutions portal.Is there any way a decent third party text editor can be used or as an alternative convert docs from Word correctly without requiring a lot of rework? 

I’ve been using Freshdesk now for 18 months and it’s great. We’re really seeing the benefits and starting to onboard more clients and products.  However, with expanding this is now throwing up some problems as the products differ.  For example I have two products, Product 1 where I want customers to sign up to the portal and have multiple interactions. Product 2, I want the customer to share information one a singular transaction and nothing more.  The problem stems from the activation email, it will email both customers after 5 minutes and invite them to sign up.Product 1 has a need for this activation email, Product 2 does not and this creates confusion. If we could skip activation email via the automations (like we skip notification email) this will help solve my problem. 

We have a custom status “Waiting for Onboarding WFA” that does not have the SLA timer on it (so SLA paused).  When the ticket is in that status, the Response and Resolution show paused.  As soon as the ticket moves though to Open, the Response SLA shows past due, even though the ticket immediately went into this paused SLA status.  My question is, Is the Response SLA paused when the SLA timer is not on?  The Resolution calculated correctly, but not the Response.   You can see on this ticket, the ticket just moved to open status and the Response SLA is 1 day overdue.  The ticket went immediately into this Pause SLA status when opened as part of a workflow.  

We have 2 different departments using freshdesk. We do this by making them 2 different groups, each with a different email address to create the tickets.  Staff in each group only see their own, and a few staff who are in both see both, it is super handy and we love it!Unfortunately, we can only set one requestor notification for our account.Is the recommendation to simply use Automations and make one that gets triggered when one group gets an email, and make a different one when another group gets an email?

Hi, we recently have a joint customer account in FreshDesk who now want to go their separate ways. Even though the mobile number has been deleted from the contact to create a new account for the other customer, any calls and text are still creating and logging under the previous joint account. We’re aware we can completely delete the contacts to start from scratch but we don’t want to loose previous tickets/communications with the customers. Is there a possibility to have a function allowing us to unmerge customers or tickets please?

I’d like to understand the recent trend of % of tickets closed by the requester. I know I can use this action in automation rules, but I have been unable to find the metric in the reporting engine.

Good morning,I’m curious if anyone has any insight...  I work for a small school district and about 11 years ago I signed up to Freshdesk’s Sprout plan.  It was, at the time, 3 agents free “for life.”  Which, thanks to the Wayback machine…Source: https://web.archive.org/web/20130811230239/http://freshdesk.com/pricing/free-support-software Turns out, that fit the bill for me and my two colleagues and, 11 years later, we remain three and continue to use and love Freshdesk to support our teachers. I received an email yesterday stating that “Effective November 15, 2024, we will reduce the number of agent licenses included in the Freshdesk Free Plan from ten to two.”  I’m assuming I’m getting this email because I’m technically on the free plan, but when I check my dashboard, it still shows that I’m on a “classic” plan with only three seats available to me, not ten. My question is, does this apply to us?    We never had 10 available agents, it’s always been three “forever.”  I know companies

Has anyone else hit the 400 maximum number of public/private notes on a ticket?I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket.Nothing in the last few release notes that I can find