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I’ve chatted on the chat bubble and they’ve ironically opened a ticket about my issue -  which no one is responding to.  The password changed on the email address that we use for freshdesk (O365). We have Authenticated SMTP allowed on that.If I log in on chrome, there are apparently no issues, but no tickets are getting through. If I log in on Edge, it tells me that the credentials have expired. On either browser, I can log into the account with the new password and it says sign in sucessfull, but then I either get an error saying ‘Error while authenticating the smtp sever…..’ or I get ‘We’re sorry, something went wrong...’I have tried other email addresses as well (that also have authenticated SMTP allowed on them) and I get the same message. Is there something we need to change in O365 admin to get this working (other than the authenticated smtp box)? Any help would be appreciated.  

Can I create a Webhooks with time entry?I have already created bu I can not get the time entry information like time_spent …. I want to do something that the time_spent will be saved on other place.Can you help me about it.Thanks 

Is it possible to automatically create a new ticket when a customer leaves a negative survey? The use case is that as Support Manager I need to track our customer engagement when we receive criticisms or complaints and ideally I’d like a negative survey to create a new ticket, with automation to assign it to a particular group/agent

Hey everyone, we currently have the need for us that we need to create a new entity after a special service request has been raised in another tool we use. This is only possible via API Request. The issue I now have is that the application only allows OAuth2.0 and Freshservice does not support it.Especially getting the Bearer token is impossible as the standard OAuth2.0 needs Content-Type to be application/x-www-form-urlencoded and this is not supported. Is there any way possible or do we need to ask for a feature request?

Hi,is there anyone who knows how to exclude merged tickets from get tickets api call?My current api call is the following one:GET “https://domain.freshdesk.com/api/v2/tickets?updated_since=2021-01-01T00:00:00Z&page=1&per_page=100&include=stats,requester,company,description”The ouput of this call will give me also merged tickets.I saw that the “affected_area” info most of the time is set to “Merget Ticket”, but not for all of the tickets and I did not find any other possible info about the merging.Does anyone has experience with that?Thanks a lot

Hello,I’m trying to troubleshoot integration of third-party communications, and I’m wondering if it’s a technical limitation, or just an error I’ve overlooked somewhere.Due to the high number of issues one of our vendor’s software is generating, we’re currently having staff send their problems directly to the vendor’s technical support team, while copying our helpdesk into the CC field. This generates a ticket on our helpdesk that we can then assign & categorise for later.However, in the email conversations that ensue, while the requestor’s replies to the vendor are captured and added to the ticket, the vendor’s replies aren’t, even though both sides are CCing the helpdesk. (Both sides’ emails are reaching the helpdesk email inbox)From what I understand of Freshdesk email threading ( https://support.freshdesk.com/en/support/solutions/articles/50000009268-overview-of-email-channel ), the vendor responses are following the necessary rules: Message-ID in the email header, and Email ad

All of our SLA’s have a response time under 1 hour.  We want to set up a time-based automation to alert the team when certain first response times are about to expire.  For example, we have a 30 minute SLA for certain case types.  We want a time-based automation to alert the team when a new case/ticket has not received a first response in 20 minutes, but we cannot do this currently because the earliest you can do this is 1 hour.  I also tried to just use an escalation for this inside the SLA itself, but you can’t do it there either.  Can we please get a “minutes” option for time-based automations, or the SLA escalations, instead of “hours”?  This restriction completely breaks basically any time-based automation that has anything to do with SLA coverage.

I created a list of categories and subcategories, however some of the categories do not have subcategories.In such cases, to avoid having empty subcategory fields which skew the data while visualising the subcategories, I added a subcategory with the same name as the category.This can be tideous for agents when they are working on a lot of tickets.Is there a way I can have the subcategory automatically filled with the same name as the category using some sort of automation?(thank you in advance for the help, i have already learned a lot by just reading the community forum)

I am wanting a ticket to go to “Open” status whenever the ticket requester sends a reply, OR when a 3rd party that has been forwarded the ticket sends a reply to the email.The first part is easy.For email replies from a 3rd party, the response gets added to the ticket as a “Private Note”.I have set up an automation rule so that the ticket status is set to Open whenever a new Private Note is created. The problem with this is that it does it even if a staff member adds a Private Note directly in Freshdesk.How can I get the rule to distinguish between a Private Note generated by a 3rd party email reply, vs a Private Note created by a staff member within Freshdesk. I only want the former to trigger the ticket status to be set to Open.Thanks

So the question is basically the title. Our clients complain they always have to enter their filters again when checking the platform. Is there a way they can save their own filters (like agents can do?) or is there any plan for Freshdesk to save filters in a cookie so clients always land on the portal with their previously selected filters?

So, I created automation rule on ticket creation. This rule triggers webhook and send ticket details to my ecommerce website endpoint. Ticket content (subject, email, content) are being processed, compared against my ecommerce existing data and based on all this, I’m trying to assign ticket to group/agent, set priority etc. But, when I try to do ticket update via api, I receive a message: 'POST method is not allowed. It should be one of these method(s): GET, PATCH, PUT, DELETE'Ticket update via api, normaly, works just fine in all other cases. Only in this scenarion it will not work. Why? Is it some kind of loop in here? And what is the alternative?

with the help of this thread I figured out how to hide an entire ticket field from all customer companies except customer 1. How do I go about only showing the ticket field for a few customers? like company 1 and company 6 Also this hides the drop down but does not hide the field label. Does anyone know how to remove the label as well? <script type="text/javascript">{% if portal.user.company_name <> "company 1")) %} document.addEventListener("DOMContentLoaded", function() { jQuery('#helpdesk_ticket_custom_field_cf_affected_geo_3014498').remove(); }); {% endif %}</script>

My quesstionHow do I extract the base64 data from embedded images within freshdesk tickets?ContextThe images are hosted on freshdesk with a link such as https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6OTIwMjE0MDI3NywiZG9tYWluIjoiY2lyY3VtZmxleC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MzAwOTIzfQ.B3CzU2v9lyl4dq7uW6XEjF_oK5IPt__HCKN58RJDNMk . When getting those images, I get a byte stream. That is convertible to base64 data by using a byte to ascii function. This should all work in theory, but in practise I can’t make it work.GoalReplace tickets’ images with their base64 data, to upload on another service:<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6OTIwMjE0MDI3NywiZG9tYWluIjoiY2lyY3VtZmxleC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MzAwOTIzfQ.B3CzU2v9lyl4dq7uW6XEjF_oK5IPt__HCKN58RJDNMk " data-id="9198554508" alt="image.png" width="562" height="181"><img src="data:image

When a customer@differentemail.com sends an email in they will email servicedesk@email.com and sometimes CC accountmanager@email.com As expected this will create a ticket. If accountmanager@email.com then replies to the email  and removes customer@differentemail.com from the chain this is then added to the ticket as a public reply. This is less than ideal as these are internal comms and as the customer is removed from the chain the intention is to not have them receive the comms. Freshdesk adding it as a public response is undoing this. It should be added as a private note. There could be a number of reasons for the accountmanager initiating the conversation and we cannot always rely on the service desk to start a private thread and notify the accountmanager or forward the ticket out as a thread. Is there a work around for this? It is unlikely that users will change their behaviour to match any system requirements. 

Hi All,When we publish knowledge base articles through the portal, they currently display a timeline indicating when they were created on the customer portal's knowledge base. Is there any way to disable this timeline so that it does not appear on the published articles? We would prefer that only the content is shown without any indication of when it was posted or modified. Thank you. 

Hello ,We have configured our own custom mail box, our Domaine users receive notification from freshservice without any issue, but our users from Google and Yahoo don’t.this is only when sending notification using our email from freshservice, when sending an email from our email straight to requester mail they received it without any issue.I hoping someone run int the same issue 

may i know how to use automation to assign ticket to different group based on the whatsapp number.e.g.if ticket is created from source whatsapp and the whatsapp number is A, assign ticket to group Aif ticket is created from source whatsapp and the whatsapp number is B, assign ticket to group B

Hello!We are experiencing an issue where multiple, separate emails, are being merged into one ticket. The emails are from the same sender and are being sent in fairly short successions. This is fairly common for us so I would really like to know how we can avoid these being merged.We have no “Merge” apps installed, so this is a freshdesk issue, has anyone else experienced this? Or has anyone found a solution?Thanks,

Hello, Our user is directsight.freshdesk.comWe have an increased issue which is largely affecting us and our customers in the instance that new tickets/emails are not coming through to our inbox, customers are not receiving our email responses to them (so think they are being ignored!). We could be corresponding with a customer back and forth and then suddenly the trial goes quiet and they haven't received my reply/vice versa. It's becoming increasingly difficult and frustrating from our side as we cannot explain to our customers where these missing emails/tickets go.We have checked the Spam Folder in Freshdesk and there is nothing in there. Does anyone have any advice/guidance? Many thanks! 

Hi, just about to take over a Service Desk and want to make some changes.Currently the SD does not use P1 - P4, the simply use Priory low, high etc.There appears to be no way to pre-set the user fields as above. is this the case?

Hi all!  We have a multiple product/multi configuration offering that we support our customers with via Freshdesk. We utilize the Support Portal and a good amount of our customers open tickets via a Ticket Form within the Support Portal. This experience is great for the customer AND provides us details that we need from the form that are important to our supporting of the customer (Environment, product version, Operating System, etc).  We also allow customer to submit tickets via email. These tickets come through as a simple subject/body message, as you’d expect, and missing all the details we need from the Ticket Form that they would otherwise populate if submitting via the Portal.  Has anyone had any success or ideas around making the “email ticket” creation process better for both the customer and us Freshdesk users? Maybe some way of incorporating and embedded object that has the fields to populate in Freshdesk? I am open to custom building something for this, I am just curious wha

I like this theme and am wondering if anyone recognizes it.  I can’t seem to find out what it is called.  

Can anyone provide me C# APi  code to create ticket .i need to know   what is basic need to create freshdesk ticket 

Both email bot and Freddy AI are missing from my admin page.What is the solution to get them to display? David

Hi,Need to know how I can migrate my whatsapp chat to Freshwork before integrating my business whatsapp API. As I understand,I will not be able to use whatsapp in phone if i integrate with freshdesk.But as an running business I need to access my customer old conversation as well to serve them betterHow to handle this?Any suggestion will appreciated?