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Hi guys, Do you know if it's possible, disable some specific contacts from opening new tickets? These contacts already have opened tickets in the past, so they must be able to see the previous tickets, so for now just  be prevented from creating new ones. Thanks,Wilson

First noticed this problem in trying to create a simple report to track offboards by department. You can’t currently. For example, you should easily be able to list 10 Sales Offboards, 10 Manufacturing Offboards, etc, but that does not seem to be possible.After an offboard, we want to create a ticket if Sales or Accounting was chosen as the offboarded user’s department.  The problem is, the initiator of the offboard (always HR), becomes the ticket’s department, and “Set department as” doesn’t accept a placeholder. Last I heard from FS support, when I’m even able to explain this issue, is that it’s a bug.Others must need to filter by department - how are you guys doing this? P.S. I got this working for onboarding by adding a service item, but that functionality doesn’t exist for the offboarding module (there is no ability to add items).

Hello,I’m struggling with some tickets that are being automatically set as spam, but by all indications not by any Agents that I’m aware of.  Does anyone have any expertise in the area of Spammed tickets?  I understand how to un-Spam them, but how do I find in Freshdesk Contacts or Senders that have been labeled as Spam?  

Hello Our FD has gotten an update so now that View List stays open and more importantly when going back to the list focus starts in the Search for views.Meaning you have to clikc away in order to use Arrow keys etc. Very annoying.Is there a way to switch back to the old one that showed itself like a hamburger menu and then went away after you clicked the list you wanted?   

I would really like the option to create more than one webhook trigger in a single automation rule. Limiting us to one webhook trigger per rule makes no sense especially since I’m only allowed one HTTP action (e.g. POST). There is currently no way to even do multiple actions per webhook, such as 2 POST requests via batching. 

Hello, how are you guys ? I have a question, anybody already use API to disable users in freshdesk administration ? I need to creat a automation to deactivate and create users in freshdesk admin control, but i can’t find any documentation for this action

https://dnschecker.org/#A/wss-web.eu.freshchat.comMisconfiguration?

Hi,Is there any way of changing the default text when replying to a ticket to use the customers first name rather than their full name? i.e. I want to be able to have ‘Hi Chris’ displayed instead of ‘Hi Chris Gale’I’ve looked in the portal pages setting but can’t see the template in there?ThanksChris.

Hi. We’re trying to pull ticket data into our reporting/insights platform.The main idea is to start with a simple last-updated date filter (e.g. 2024-12-01), then paginate as much as we can, then change the filter (e.g. 2024-12-01T15:30) to narrow the date range and collect a new set of pages.I have two problems:We have a ticket type for automated logging, which tends to be the vast majority of tickets. I don’t need to report on this, but it adds a lot of noise if I use the “v2/tickets” endpoint, because I can’t filter it by type. Outside of automated logging, our ticket volume can be over 300 tickets per day, and “v2/search/tickets” can’t filter updated-at by timestamp, only by date. There’s no way to use that endpoint for this pagination approach.So I can’t have both type-filtering and timestamp-filtering in the same endpoint. Right now, I’m just using the “v2/tickets” endpoint and discarding anything for the unwanted type, but this still results in a lot of unneeded API calls. We co

Hey, I do not see any option to use something like a company account tier (which is a built in field) to filter the tickets on which the SLA will apply on.Is that not possible ?

Hi all, We are looking to build our framework for the self service portal. Does anyone have any tips/tricks on a successful build out? Even a roadmap would be great.  A few guiding questions below:       How you got the buy in from Agents       How you engaged the customers/requesters and had them start to use it       What type of pushback was experienced       Lessons learned and if you would do something differentlyAny and all feedback and assistance would be greatly appreciated.  Josh

I am creating a newsletter via Freshsales suite. Is there a way to add a “forward to friend” button to the email template?

Ever since I’ve used Freshdesk, there are about 20 contacts with “@freshworks” or “@freshdesk” email addresses. They were simply there when I was onboarded. They clutter up my contact list. Is it OK to delete them? When I go to delete them, I get a pop-up message saying “When you delete a contact, all future communication from this contact will be marked as spam. Are you sure you want to proceed?”I just want to make sure I don’t miss an important message from one of them from a support perspective. Also, if I do delete a contact, say by accident, how do I stop them from being treated as spam? Do I just need to set them up again?Thanks in advance for any direction.Dave

Hi, How can I retrieve data within the specific group from Freshdesk via API for the date range from January 1, 2024, and to the current date?  We need to integrate this in Power BI tool. Thank you,

Hi, What is the limit of fields in freshdesk? thank you

have Freshdesk working in MS teams, but the tickets are only showing up in one team. How do I get the other teams to see the tickets as well. Freshdesk app has been added to the other teams.

We are trying to implement a "tier/level" system with our customer service. We have added different groups for our Chats. However, I do not see an option to reassign a chat to another group if no agents in the first group are available. I was hoping for an option like the FreshCaller’s workflow. Where if there are no available level one agent available the chat would be moved up to any available level 2 agent. Does anyone have a work around they are using? Or is there an option that I am over looking?

Anyone know how to change the label “Agent” to something else? Normally, I wouldn’t care about this, but I work in real estate so our “agents” are actually our users. We’d prefer it be labeled “technician” or similar to avoid confusion.

Is there way I could extract the Location from a Service Request as I’m struggling to get a Workflow Automator to pick this up so it auto assigns the organisation.  

Hello,I wish to know that when I set a Company as VIP, how this affects the tickets received and also I want to know if the Contacts of that company has an special treatment?Greetings!!!

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it.When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”.I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available? 

Hello there!I noticed, that when sending screenshots, it doesn’t show up in Outlook.Screenshots look like this (customer opened the ticket in Outlook):Attachements look like this (instead of being an attachement on the E-Mail itselfit’s a hyperlink to the attachement file): Why is that? / How can i change it, that the screenshots & attachements get sent with the email?

Hi all,Does anyone know if there is a way to list Ticket or Change Form Templates with the Freshservice API?I perused the Community and the API documentation and could not find anything about Form Templates and API usage.Thanks in advance

I am brand new to a company that uses Freshservice as their ITSM helpdesk.  Where in the Academy is the best place for me to start learning and understanding?

is there any way to disable the popup box when I mouse over any item in the ticket view window ? Sometimes they dont disappear and I have to mouse over other things to get them to go away so I can read whats under the popup box. It’s so irritating and I can live without any of the popups, so I want them disabled. ...Or is this something I have to install a popup blocker in my browser and blacklist part of our freshdesk page ?