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Hello,We are experiencing an issue, where an agent goes to reply to a ticket and the CC field does not populate correctly based off the last reply. So instead of the CC field only containing people from the last reply, it will populate people who were on the thread earlier but were removed in recent replies. I know when an agent replies, the To line will always be the requester of the ticket and that the CC field will auto populate based on the people included in the ticket/replies. These tickets usually have multiple external contacts responding to the thread, which they are not aways responding to the latest message and not always replying to the same people (to/cc). Different responses can be From different people, To different people, and CC different people, while replying to different messages in a thread. I think they may be whats causing the CC field to not populate correctly.This is a big issue for our IR team, as they are responding as agents and have wrongfully sent replies/

Hello, Is it possible to change the Date in Service Catalogs to be MM-DD-YYYY instead of DD-MM-YYYY? Thank you.

I’m looking for the best cloud telephony provider compatible with Freshworks CRM...

Where can I see a list of all themes? Paid also.Why is this not built into the product?

We would like to upload email signatures of all the Support team to their respective accounts, so that the signatures can automatically attached when we communicate with the clients

Hi,I’m integrating other workflows with freshdesk queues.We have successfully set up to create emails and send to the queue.One issue I have is these are always from the email address of the integration, which is an agent email address. I see from this reply that there is some ability to recognise a mail on behalf of someone else:  My question is, when we create the email to send, is there a way we can tag it as a forward from the real contact?We have ability to set mail headers, etc. Thanks,Alan.  

Hi, we are using Freshdesk support desk and until now Freshdesk has been sending email’s on our behalf. This means that we have to add email.freshdesk.com to our SPF record. This means that Freshdesk alone adds 8 DNS queries to our SPF record and the standard allows for only 10 in total.For comparison Microsoft adds two for the whole of Office 365.Now, what i have feared has happened and we have passed the limit and our SPF record is not valid anymore. I don’t know if we added the one or if Freshdesk added another sub record.There is really two problems, one is the size of the record to begin with and the other is that Freshdesk can add subrecords at anytime without any of their customers knowing and pushing that client over the limit.I think therefore it is very important for suppliers that have SPF that is used by alot of customers to be very small and maintained correct.One solution is to create your SPF record and then only add ip addresses to this record that you then maintain whe

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?  

Will the description provided by a requester get overwritten if the agent changes the ticket template of an existing ticket?

Hello, We have built some draft solutions articles that we need to preview with people who do not have agent access. Is there any way to do this? Or do we have to give them agent access to view previews? Thanks, C

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?

Hello, I am trying to assign a ticket to myself but the assignment email is not sent to my email box and I cannot track it from Outlook. This does not happen if the same ticket is assigned to me by another agent. Is there anything that can be done to get the email sent to me even though I am assigning it to myself? Thank you so much

It is next to impossible to figure out who my account manager in FreshWorks is.Why can’t you guys put the information on my account details page?   

Hi,I am new in Freshdesk and I have a question reqarding the customer portal, in which every mail user can see his tickets.The CEO of my customer is not creating tickets, but wants to see all tickets of all users.Is this possible?I could not find a parameter to mark a contact as company admin or something like this.Thanks & bestNancy

We make most of our KBAs external-facing, however there's a couple of links that redirect to a login page, when we don't want them to.We seem to have visibility configured in our portals correctly; however when a customer who is not logged in (most of our customers do not log in, almost all KBAs should be visible externally without authentication) attempts to access a visible to all link, a login page appears. What customers see: When they click that link, it takes them here: So I went to take a look at the visibility settings for that folder...That folder’s settings: ​​​​​That Category's settings:It's in the correct portal, has the correct settings, so why can't unauthenticated users see the folder? 

Hi I have asked our admin this and they say it is not possible to see a message after approval…When I send a ticket for approval I can add information to the approval message and view this message until it is approved, however after approval the message is not available to me. Is this intended functionality or just the way we have approval configured? Thanks for any help you can offer.John

I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?Moreover, I'm interested in learning about the

We need the ability to add multiple Department Heads and/or Prime users to departments. Many of our departments have “power user/main contact”, but the Managers and Directors would also like to view the tickets. Currently, can only have one Department Head and one Prime User. Is there a way to “fake” the same access for other people so we can add multiple Heads/Prime Users?

Hello, I’m thinking about removing the customer support portal for my business. We have created a new support website which uses freshdesk APIs to display our solutions and the support widget so we don’t want the old support portal to be accessible to customers anymore (although our agents will still be using their side which is not customer facing).  I couldn’t find how to do this in the admin panel so some direction would be greatly appreciated.Thank you!

I am wondering if this is working as expected or whether this is a bug.When working with Multi or Single Dropdown fields and selecting the Data Source as ‘Assets’...…All Users, Requesters, Agents, Departments but not Locations... ...when a user attempts to use these Dropdown fields in a form from within the Support or Agent Portals they instead work as a Search box:Why is this the case for everything except Locations?  Is there a way to force it to work as a Dropdown instead of a Search box?

Hi everyone, I have a problem when i create a SSO SAML between Freshworks and Azure AD.I make all the parameter with the tutorial but i have an error when i try to connect with SSO.Look at that :If anyone have an idea ?Or something to try ?Thanks a lot :)Alexandre

Hello, I am starting out on Freshdesk and using the free plan. People who communicate with my helpdesk get emails from “Example” (ex: “Example <support@mydomain.com>”). I see “Example” in the portal settings page, but I don’t see a place to modify that to something more appropriate. I saw in the “Multiple Products” page where I could add more products, but not modify the name of the “Example” product. I have looked around elsewhere but can’t find anywhere else in the admin settings where I can change or remove that “Example” product. Can someone tell me where to go to modify it OR at least change the FROM email address so my customers aren’t seeing “Example” in my emails to them?

Hi everyone,Has anyone figured out a way to reliably automatically assign a, for example, unassigned ticket to the Agent’s Group where the Agent performing the event is a member?In principle it is very similar to the ability in Workflows to ‘Assign to Agent: Event Performing Agent’ but this is unavailable for the ‘Assign to Group’ Action.Ideally it would assign to that Agent's ‘primary’ Agent Group but I don’t believe that is a concept in Freshservice?In the scenarios where an Agent is a member of multiple Agent Groups (which is very common in our environment) the API is going to return an array of Agent Group ID’s for that Agent with no way for it to understand which is their preferred/primary Agent Group.I’ve looked at leveraging a custom Agent User Field where an Agent’s ‘Primary’ Agent Group could be set but there doesn’t appear to be a way to reference an existing Data Source here like there is in Field Manager:I would of course use the ‘Agent Group’ data source here I’m out of lu

My FreshDesk account is warning me that my service will be interrupted as it exceeds the limit of 2 agents, but, I only have one agent on the account. The screengrab below shows the message informing me about the 2 agent limit on the same page that lists all of the agents I have set up, and there is only one agent set up.