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I have incorrectly merged two tickets and want to remove this merge so that both can be worked on.Can this be done?

When I click reply, the previous reply is automatically added.How do I remove this feature?  

In our Freshdesk the agents create tickets as well via email. These tickets, where the requester is an agent, are not assigned to any company, as agents are not assigned to companies.How can I assign a company to such a ticket, where the requester is an agent?

I’m looking at building some automation in FreshDesk to assign incoming tickets to agents based on priorities in the customer record, for instance all of the tickets where the customer territory is Scotland should come to me, like this... Has anyone implemented this before, and does anyone have any ideas on how we can deal with agents unavailability?I’m hoping that somehow we can detect if the agent is unavailable, and if they are, leave the ticket unassigned

Hi all,I’m new to freshdesk APIs and sorry if my question doesn’t make any sense.I’m working on powerBI with freshdesk API to do some analysis. I’m in need of Tickets and Time_Entries data which I requested through the API endpoins.I have noticed some of the tickets are not found as entries in “time_entries” data.for instance, take a ticket with id “6364” in “tickets” data and when I match that ticket to the time entries under “ticket_id” column I couldn’t find a entry for some tickets.Initially I thought if there is no responder then no time entries will be found. But I saw some tickets with no responder in time entries.Am I missing something here? Any help is appreciated. Thanks for the time.RegardsFazil M 

HiWe have a Freshchat widget on our website that we’re trying to direct customers to. We’ve investigated having the chat widget open automatically on page load or after a delay, using the instructions found here; however, we’ve found that on mobile phones the opened chat widget is too big and covers the entire screen, confusing customers.I have two questions on this function:Is it possible to modify the JS code to only open the full widget if the user is on desktop? Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this:  

Hi,I was wondering if anyone works with custom fields within the contacts and with the chatbot. Does anyone use the chatbot to retrieve information and fit it into the corresponding (custom) fields?Cheers,Max

Is there a way in freshchats to get a report about available chat agents per hour?Also, a report to see chat drivers? Easy way to pull up or extract all the chats received for a specific time frame? Either close or escalated

Getting an access denied for rest api. Anyone have any idea? I have admin access.

Hi all,Is it possible to pass nested objects as contact’s custom fields to Freshdesk API?An example object would look as follows:(simplified POST request to /api/v2/contacts){    “body”: {        “name”: “test name”,        “unique_external_id”: “test_uuid”,        “custom_fields”: {            “objects”: [                “object_1_id”: {                    “id”: “object_1_id”,                    “name”: “test name 1”                },                “object_2_id”: {                    “id”: “object_2_id”,                    “name”: “test name 2”                },            ]        }    }} Or is it only possible to pass simple JSON that would contain simple key: value pairs like object_1_id: id, object_1_name: name etc.?

WHy is it that when my support team replies to one of my tickets the tickets dont group by conversation. If I get 10 replies from my support team I get 10 email threads.This is not an issue for other people at my company only me. I have reset my outlook settings, gone to the new version and even back to the old version of outlook. please provide assistance.

I want to use Freshdesk APIs in my website.For that when i create a Note/Reply using API it shows as it is created by the support email. Is there any way or any api with which user can contribute to the conversation and it will appear that user only has replied to the conversation.

Hi All,I have a situation where we have a 3rd party provider that also utilises FreshDesk, I have it so that my FreshDesk as part of automation sends an email to the 3rd party FreshDesk and creates at ticket their end but any response from the 3rd party via their FreshDesk reported ticket creates a new ticket in my FreshDesk rather than appending to the original ticket in my FreshDesk.Is there a way to resolve this, any help appreciated.  Thanks

The default Priority and Status fields are “Required when submitting the form” by agents. If I go into the Service Portal to create a ticket, it does not ask me for the Priority or Status fields. However, when I go to create a ticket through the API, I cannot create it without the Priority or Status fields, even if, I am submitting it as a requester, who would otherwise not see the field in the Service Portal.Am I using the wrong endpoint? I am using making a POST to /api/v2/tickets. Of course, if I pass in the Priority/Status field, it works, but I am trying to understand why it is required for a non-agent requester through the API, but not the Service Portal.Any help is appreciated, thanks!

Is it possible to create a ticket as a Agent,Onbehalf of the Customer,But having to wait for a response from the Customer?When i make a ticket for the customer now, The Agent has to react in a certain amount of time.But i want the reaction time to be on the Customer side. Not the Agent side.(to prevent SLA issues)

Hello,  Under Field Manager → Type (Major incident), I added two ‘Dropdown’ fields Now, I am looking to pull up these fields in Analytics → a report but they won’t appear… Is there a way to see this or is this limitation in FS?   

How can I filter contact based on the business sector of their compagny ? 

Email notifications were working fine three days ago.  Now it is Monday and I, the administrator of our Freshdesk account, am no longer receiving email notifications for new tickets, responses, updates, etc.  I also can no longer forward an email to our help desk email to automatically create a ticket.  My other agent is not having any of these problems whatsoever, everything is working completely normally for him.  I have looked through all settings (nothing has been changed in the past three days), support documentation, checked our Exchange server, and it is not a problem on our end.The most troubling part of this is we now have zero way of telling if users are emailing tickets that are not reaching us.  PLEASE HELP!

When I try to update an agent's email, I get the error “The email you are trying to associate with the user belongs to another user in the organization”.There is no contact with that email, neither in “deleted”. There was a user with that email that I created by mistake, without associated tickets, and that I deleted permanently shortly after creating it.

We are seeing email delivery latency with ticket creation, updates to tickets lately.  It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated.   Looking through the archives, it seems this has been a topic  of conversation, but wanted to see if any  others are experiencing this type of latency?

Hi all!While you’re in trial mode, is there a way to disable reCAPTCHA in the customer portal for logged in customers?If I go in admin -> portal -> settings -> edit, you can only remove the flag from “Activate reCAPTCHA” only when “all customers can send tickets”. But if I select “Only logged customers can send tickets” the reCAPTCHA option is no more visible.Support team says the reCAPTCHA goes away when you start paying the instance. Do you have any confirmation on that? It seems really strange that this feature disappear only upon payment.ThanksMassimo

Hello, I have a ticket open with support, but not getting any help/response. Perhaps other customers have experience with this. I am brand new to FS, working on developing automations for my client. I’ve worked with PoSh for many years and written a number of fairly complex Azure Automation runbooks. The orchestrator node is running Server 2022 Datacenter. There are two main issues:Execute command will intermittently not return results, even when running something simple like Get-Service local to the orch server. Sometimes it works. The last time I ran Get-Service , it returned a 400 (permissions), which is nonsense. Ultimately we want this to write ticket fields to a .csv on a remote server for separate processing. In testing I can’t get it to write to file locally, much less to a remote server.I haveRead all the documentation I can find, including the examples Experimented with single and double quoting, despite examples showing quotes not being used. Nothing worksI have confirmedAll

So I’m trying to build an automation that will send me back the reply ( conversation ) id when a new reply has been added to a ticket The problem is I only have access to `{{ ticket.latest_public_comment }}` which is not really enough and I did read https://support.freshdesk.com/en/support/solutions/articles/87018 but I don’t get what’s different between an email notification and an on reply created webhook both should have access to the reply that triggered said event ?I have tried `{{comment.id}}` already and it doesn’t seem to work. 

Hello! I’m currently running into an issue where we’re switching from using the /tickets endpoint to the /search/tickets?query=[query] endpoint. We were previously using the stats.resolved_at field to populate when a ticket was marked as resolved but it seems like we aren’t able to access that field from /search/tickets. I know for /tickets we could do include=stats to access the resolved_at field but when trying to apply the same logic to the /search/tickets endpoint, it errored. Does anyone know of another way to access the resolved_at field from the search endpoint? Seems like a very important field to be missing from the Ticket object. 

Can you assign a back-up agent for a particular ticket, when another agent is out of the office, and without using the Round Robin feature?