Solved

Our CIO responded to an email created by a ticket he had submitted. It added his responses as public notes rather than replies. Because of this, the automation to close abandoned tickets after 72 hours ended up closing the ticket, despite him replying. I have not seen this behavior before.  He is an occasional agent, not a requester, but when agents respond to email tickets, it correctly adds them as replies.I found some threads about a similar issue that are 7 years old. Has this been fixed? There is no modifier to “count” public notes. Public notes also don’t resolve the First Response, has to be an actual reply.  

As per the following document, how should I start the conversation?https://www.freshworks.com/assets/resources/AI_Jumpstart.pdfWhom should I send a request and connect to?I could not find any webpage except that PDF to initiate the conversation.Kindly guide me with the further steps. I am looking this for an existing customer who has already explored freshchat but doesn’t know the further flow to utilize the services.

Hi, I just copy a request from another person because it is exactly the same issue that I am facing and this really needs to be changed because this wrong translation is confusing for our agents  We frequently experience issues with our agents that assign the wrong status to a ticket.In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket".These are 2 completely different statusses.Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply".So is it possible to change the translation of Pending in Dutch towards “In afwachting”?Kr,Koen

Because this AI Bot chat, I can’t click Save.

I want some things that I can't quite get done. Preferably just with Automations. But I understand that I need Webhook? But I don't understand why and how that works. What do I want:1. If subject starts with X then automatically adjust subject.2. If subject contains X in subject, then reply with email with attachment Y in the reply.3. If email has been sent to X, reply with email address Y.Is this possible with automations, and without Webhook? And if not, how exactly should I use Webhook? Can that be done without a developer?I don't use external tools now. We are a small company. And we would like to set up Freshdesk properly.

Hi all,new to here but have had Freshdesk in service for about 4 years.Recently, our agents responses have stopped being received by the recipient, very odd.We had this late last year, and resolved the issue. Just this week, it’s started to happening again, and I have no idea why.We use a custom mail server. Delete emails after fetching is unticked.Any other information needed? Thanks,Anthony.

Apparently, the Asset Assignment History has been released, but it is not appearing on our web interface and the API (what I really want to use) returns a “403 forbidden” error.Example, curl -v -u api_key:<my_key> -X "Content-Type: application/json" -X GET https://<my_domain>.freshservice.com/api/v2/assets/<display_id>/assignment-historyWhat do I need to do to add the feature and/or allow access?

I want to delete 3 checkbox(I’m looking for help with) in export tickets, in portals support/tickets.I cannot find the configuration page, who can tell me where to configure it?

Within the business hours section of Freshservice, I’m looking for some clarification. I have a time zone currently set as (GMT+00:00) London as this should be set to the time zone within the UK.We have now moved into daylight saving hours BST and GMT+00:00 would now be incorrect.. To ensure we keep within the current time zone, do I need to move to any manual GMT+1 even though there is no option for London? I assume this to be the case, but would like to know if I’m missing anything.

Hi, can I set a limit numer of tickets submitted by a specific customer?

Hi, When I am creating an article, I add a link to another article from solutions. When I am trying to open the created link it is not allowing me and it opens the homepage although the link is reflecting. FYR we have closed common access to solutions. i.e. articles are available for our agents only. I use a lot of links and this would be really helpful if you could give me a solution to this.

Change the font on all sheets by selecting all cells and changing the font. Select all worksheets by clicking on the leftmost tab, holding down the Shift key and clicking on the rightmost tab. On any of the worksheets, select all cells: ... Change the font.Fonty Fonts

We are using FreshDesk with a couple of different O365 mailboxes, these mailboxes are integrated in FreshDesk via built in function to add O365 mailboxesWe experience that the credentials expire and when looking at the Sign In logs in Entra ID (Azure AD) I can see it complains about the refresh token has expired.Is anyone else experiencing this issue and/or has a solution?My thought was that the Refresh token should be refreshed at each login which happens multiple times per day, according to the logs.Clicking the “Sign in with Microsoft”-button and logging in again solves the problem, until the next time, I think 90 days later which is a time out value in O365 so seems likely. But question remains, should not the token be renewed bye FreshDesk when fetching/sending mails?

Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234 

Hi everyone,Greetings! I hope you are doing well!I need assistance with a customer support issue I'm trying to optimize for efficiency. I aim to achieve the following:Auto Assign Limitation: When an agent enables auto assign, they should not have more than 3 tickets assigned to them simultaneously. Assignable Statuses: Agents should only be assigned tickets if the ticket is in one of the following statuses: Open, Customer Responded, or Updated. Unassignment on Other Statuses: If a ticket moves to any status other than Open, Customer Responded, or Updated (such as Pending, Awaiting on Customer, Awaiting on Team), the agent should be automatically unassigned from that ticket. Additionally, I intend for tickets in the statuses Resolved and Closed to remain assigned to the agent, to ensure they are associated with customer satisfaction surveys.Please suggest the best approach to achieve this solution or recommend any best practices you have for automatically managing ticket assignments.

Does anyone know a way to create an automation that will add/assign an agent to a ticket if they add a resolution and/or close the ticket? I have techs that are fixing an issue, adding the resolution to the ticket, and then closing the ticket without ever assigning themselves (or anyone else) to the ticket. We want the ticket to be automatically assigned to whoever inputs a resolution. Thanks!

Hello members, I would like to get the details from the custom object in freshdesk and update the same detail in the ticket field when the ticket is created. Could you please help me if this is possible? I know we can get the info of a custom object and update a ticket (using API and other method via workflow) But I’m not finding a way to achieve this, retrieving an info from the Custom Object and updating it in the ticket field when a ticket is created. Thanks in advance for your help.

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug? Anyone experienced something similar? Thanks

Does anyone have a way to schedule tickets for a specific date. We have requests come in to update certain things on a specific date but at the moment we are having to track these outside of freshdesk. The agents are the ones making the updates but we don’t want to have to leave the tickets open and manually search through them. 

Hi,What is the automation workflow for creation of multiple tickets? Thank you

We have received multiple errors when sending emails/ticket replies to one of  major customers. It’s “Message not deliverved”. When clicking on review we get “Email rejected due to an unexpected error. Please try again after sometime.”This is kind of useless for debugging.I’ve read through all threads but with no clear resolution.Is the error typically on the recipient side?  

I am attempting to avoid having several lengthy branches within a workflow. What I need is to take a firstname.lastname value and if it is over 20 characters long substring it to cut off after 20 characters.  Below is the function I have so far but this only works when the character limit is over 20, I cannot find a solution to keep the characters the same when it is under 20 characters: if (length('{{E17.result}}')>20, substring('{{E17.result}}',0, 20), substring('{{E17.result}}', 0, 20))I have tried many variations like the one below but still have not been able to accomplish this. if (length('{{E17.result}}')>20, substring('{{E17.result}}',0, 20), {{E17.result}}) Typically I will get this error: Invalid Syntax - Third operand's value must be <= first operand's length. The end goal is to get this value for both manager name and new hire name so that I can plug this in further down the workflow and always have the correct character limit rather than have 4 lengthy branches fo

Hi there,We have a challenge with a customer that we are trying to figure out how to route tickets based on certain fields in the contact register. For e.g. every contact has an agent that will be responsible for handling their queries, it’s fixed. So, for every new ticket created this ticket should be assigned to the respective agent responsible for the contact. We want to do that without creating one automation per agent because it will be tricky to manage all the automations for the new agents. Can somebody help us here? Thanks and best regards. Bruno

I’ve read similar Questions and Ideas, but this feature does not appear to be implemented yet:Is it possible for Freshdesk Collaborator Agents to receive email notifications for any new Forum activity, ideally for all forums, but at least for a particular forum?Not just for a particular forum topic/post.This feature will enable Collaborator Agents to know if there are new forum posts without having to go the the Forum to check all the time.

Can I change or specify the language setting when a customer logs in via SSO from AzureAD?