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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 !

Hi everyone,I’ve been working with the Freshworks chatbot self-service widget on my site, and I’ve encountered a bit of a roadblock regarding Content Security Policy (CSP) configuration.To provide some context: we recently decided to move from a third-party service to Freshworks’ native chatbot platform. However, after setting up the widget, users have reported that the chatbot isn't loading properly on certain pages, especially when accessed through specific networks. After some investigation, I suspect this might be due to CSP settings that need to be adjusted.I’m looking for some guidance on how to ensure that the required URLs are properly allowlisted. If anyone has dealt with this issue or has detailed steps on checking and updating CSP configurations for the widget, I would greatly appreciate your input.Here’s what I’ve tried so far:Checking if CSP is enabled through the console. Attempted adding the suggested URLs to our policy, but the issue persists.Additionally, here’s a link

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

Hey everyone. So, I’ve got the WhatsApp Plus integration set up with Freshsales Suite CRM, and I’m able to test campaigns using WhatsApp Plus templates without any issues. However, I’m wondering if there’s a simpler way to send WhatsApp Plus messages directly to a contact without going through all the steps like creating a segment, setting up a journey, and waiting for triggers. Is there a way to just click a button, kind of like sending an email or SMS, to send a message via WhatsApp Plus Activador?Any easy solutions would be really appreciated

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

Hello!Is it possible to sort tickets by contacts, e.g. using the provided name or email address of the contact?Or alternatively to have an overview of the number of tickets / tickets when viewing all contacts.We usually have several tickets from the same contact and overviewing them or sorting through them would be easier if we could sort tickets based on contact info.Greetings!

Is it possible to allow some users to create a custom module record and change a field while creating the record but not edit the field value later when editing the custom module record? (even if they own it).  Here is an example:We have a custom module record “Training” with a field cf_contact.  When a sales owner creates the record, they should be able to set cf_contact.   But if they sales owner then edits the record, they can no longer change cf_contact.I see under Admin Settings > Roles > Manage Roles > Sales user > Permissions that I can allow sales user to create but not edit the record.  But this applies to all fields in the record.  Can I make it so that the Sales user can edit other fields but not the cf_contact?It seems from the “Field Permissions” that if I make the field read-only the Sales user can’t  set the field when creating the record. And there does not seem to be other options.

I would like to know if there a way to have an alert tool and if that tool gives a warning it will automatically create a ticket on that specific warning to alert the personnel in Freshdesk or Freshservice is it possible to do?

Hi…we’re looking to use Freshdesk as a Contract Development workflow,  and I was wondering if it was possible to have multiple levels…currently  we have 7 or so agents on the Growth Plan, and I was wondering if it might be possible  to add 3 agents to a Pro plan.   Reason for this scenario, is we’d like to have the ability to have “Parent - child tickets”  which I see are only available on Pro as well as Article Versioning.   I was thinking we’d establish “groups”.  1 for our current IT helpdesk group and 1 for the Contract group.  Or is it more practical to have two completely separate sites, with different plan levels?  Any insight you have on this would be helpful.  Do you have any clients that are using Freshdesk in this way?   

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

Hi, This is what I am trying to do. Sometimes, some tickets we receive are for another service who doesn’t need to use Freshdesk. I would like to be able to :close the tickets (actually, use a « forwarded » status I created) change the group (so that the other service can have a notification in their Slack canal) forward the ticket to their generic mail addressWith the scenario feature, I was able to change the status and the group but I don’t find how I can transfer the email automatically. Is this possible ? Should I use another functionnality ?

Hello!Please, I would like to hide certain custom fields in contacts, to certain agents. Maybe an app that allows me to perform this action, or how it can be done with roles, if they give me the configuration.I appreciate your help.

I’m having a problem submitting tickets on our site - raleighschool.freshdesk.com. After submitting a ticket, I get the error “We are sorry. You have been restricted from accessing this helpdesk page.” In looking at other tickets other customers have posted, it looks like Freshdesk support needs to do something to fix it. Can someone take a look? -Paul 

Our publish and save buttons are regularly unavailable to click. We can’t save nor publish our changes, so we have to copy the code and refresh the page. Anyone else experiencing this?