Solved

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?

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

Looking for the right css to hide the name.Reason:  we are using logo, which has name in it.If you UNcheck thisthen all you get on the browser title bar is: instead of Support: Company Name….  All browser pages have something that is descriptive…, but Freshdesk doesn’t separate these two operations.So in order to make the browser title bar more practical, you must check the “Display portal name...”I have inspected the page for this:<div class="fs-22 semi-bold fw-brand-name ms-4" title=""></div>Help appreciated

With Freshdesk, on a Pro license - and with our customer portal.So any user from any of our customers can access this portal and create a user either by signing up or creating a ticket.There are no (?) terms of service for this, and no way for the user to understand how we process and store the information they give us (and Freshdesk).How are others handling this? Have you somehow been able to add your custom terms of service for your users?

I’m looking to expose more than the default fields on the customer facing portal as below.Default is Subject, Ticket ref, created date and statusHow do I add into the overview page additional fields Last CommentPriorityAssigned agent The GUI allows you to add fields to filter on, but not actually show them on the summary page to the customer. (https://support.freshdesk.com/support/solutions/articles/50000004905-setting-up-advanced-ticket-filters-on-your-customer-portal)I believe it needs Javascript but an example of this, or list of fields is not available from FD support.

Hi, I’m looking for a way to change the from email address on NEW emails only, at agent level or even by group. I am not looking to default the email address on ticket replies, only new emails.The scenario I have is that our incoming emails are from our US and our UK business and therefore when we reply, we want to retain the same email address as the user contacted us on. When we send new messages, they are often sent from a specific team such as accounts or marketing and they don’t want to have to change their ‘from’ email address every time they send a message. I would be grateful for any suggestions. Thanks, George

I’m an adminstrator role user in freshdesk account.I need to migrate agents from freshdesk source account to destination account.In postman I Posted a contacts successfully with correct API key and url:http://{{dest-baseurl}}/contactsNow i am posting agents with same api key and same base url but it is giving me 403 error.http://{{dest-baseurl}}/agentsPOSTMAN ERROR:{"code": "access_denied","message": "You are not authorized to perform this action."} Please note that i can successfully add Agents from the freshdesk UI. Adminstration > Equipment > Agents > Add New Support Agent.This leads me to a freshworks domain where i can create agents successfully.

For VIP/Premium customers, I’d like to show them a button (or checkbox) on the portal, but hide it for other customers. For example, if the logged on user is related to a Company which has a custom field of “Company Type” and the value is “Premium”, then show a button/checkbox which says “escalate this ticket”, and if that checkbox is ticked, then a mandatory “Please explain the reason why you want to escalate this ticket” text box. Any chance this is possible - perhaps someone has done something like this before (although couldn't find on the Community)!? What if the contact is related to multiple companies!?

I want to export and send information to sales of tickets that had the word “xxx” in the subject or the description field of a ticket and append on the user contact info. I used admin - account - details - export data to get the current database from freshdeskI decided to use Microsoft access database to do the left joins between the ticket table and the user table.I imported the the tickets, companies, and users xml file into the databaseI had to change the long fields like body, body-html, description, and description to type memo before importing, It was a bit tedious to import the 39 ticket files and 31 user files but it worked fine. I discovered by trial and error that the the helpdesk-ticket request-id is a key to the user table’s id fieldand the customer-id field is a key to the company table id field. All worked fine and I ended up with this query.  Not all the company names populated so maybe customer-id is not foreign key for company table id field. SELECT [helpdesk-ticket].s

How do you join?  Is there audio?  

When we add a private note to a ticket, the ticket ID is included in the email. When we reply to a private note, the ticket ID is not in the email. Any idea how we can set ‘reply to note’ to include the ticket ID?

Hello! We are using the Freshdesk API to load articles into our company website. We have two distinct audiences that visit - employers and workers - and have categories setup for each of those. We are able to build distinct pages that load only the folders/articles relevant to each by using the List all Solution Folders in a Category endpoint.We also allow for visitors to search for articles. We would like to limit the search results to only articles/folders within a specific category. For instance, if a visitor uses the search from the Employers page, we only want articles that are part of the Employers category to appear.Looking at the Search solution articles endpoint, it appears this only takes a term  parameter and returns any articles across all categories and folders.Is there any way to limit the search results to a specific category?

Hi all,I would like to know if there’s a straightforward way of calculating the ticket resolution time for a selected date range and/or group/agent through the API?The endpoints don’t really make too much sense to me.The /search/tickets endpoint only allows for 300 results and has not ticket stats, so I would have to get the ticket ID and make API calls to each individual ticket to get its stats;The /tickets endpoint doesn’t allow proper filtering and has a limit of 30000 tickets, which makes it impossible for me to find the tickets I want for a period of 1 yearI have exhausted the possibilities here on how to calculate the Resolution Time for long date ranges…Can anyone enlighten me, please?Thanks!

I understand that this may take a bit of customization, but before I dive too much into that I wanted to see if anybody has had any experience with the following: We have multiple companies with individual contacts associated with them, each contact handling different tasks at different times. I want to enable a way in the customer portal for a contact to be able to change the assigned contact of the ticket to a different individual in their same company. Is this theoretically possible?

Bonjour,Je ne parviens pas à appliquer les SLA sur les tickets.l’échéance du ticket se met automatiquement à 7 jours alors que j’ai programmé 48h.

Error shown when a user tries to submit a ticket via. the portal on alltechplus.freshdesk.comI notice that several other people have had this issue in the pst judging by the related topics. I couldn’t see any obvious way to fix it myself. Had this problem for a long time now - Currently users can only submit by e-mailing in - I want to prevent opening tickets by e-mail only if possible to avoid clients creating multiple new tickets for the same issue so the submit ticket would be a great start.

Is there an editor one can use for Freshdesk themes to customize the layout, looks and feel? It’s been ages since I have done any CSS coding and the shortcodes are a bit of a boggle to me right now.  

Hello everyone,I'm using the bulk update FreshDesk API V2 to update tickets status to Resolved (status=4).When I send a list of ticket IDs, some of the tickets are updated some of tickets not.Sample of request:curl -v -u <USER:PWD> -H 'Content-Type: application/json' -X POST 'https://COMPANY.freshdesk.com/api/v2/tickets/bulk_update' -d '{"bulk_action":{"properties":{"status":4},"ids":[667243,667639]}}'Sample of response:{"job_id":"374d1fb9-93cf-44c4-932e-0571075dc034","href":"https://COMPANY.freshdesk.com/api/v2/jobs/374d1fb9-93cf-44c4-932e-0571075dc034"}Looking the FreshDesk dashboard the status never change.When I try to check the progress I had:{"code":"access_denied","message":"You are not authorized to perform this action."}However, if try to make a bulk update action setting any other status, it works.Could you support me, please?

As a product enhancement, please can we request the ticket ID is placed at the start of the subject line when a ticket is first created. This is best practice with most other service desk providers.

This feels basic but I’m really struggling!I have a few chatbots setup for our website that give or gather different pieces of information (like customer details) and resolve the chat. Works great and fully automated. We have no live agents and don’t need any in our case.I’d like the transcripts / conversations send out by email to a specific address though so that a human can follow up on each at a later point. The conversation will have any information needed.We don’t use FreshDesk and have a specialist CRM/ticketing platform so email fits for now.I’m on the Growth Plan. I can see there is an app called Advanced Automations which might help but I need Pro or Enterprise to use it which is a lot of extra cost to get an email notification.Thanks for any help.