Solved

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

Hi, How to integrate other ticketing tools in freshdesk?Example: Service now, etc., 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 ?

Hi, is it possible to customize the Freshsales meeting’s default email template?  Or is there option to stop sending the mail while creating the meeting. 

We would like to request the ability to flag custom statuses as part of the "resolved" status group. In the default dashboard, there is a prebuilt "All unresolved tickets" filter that currently includes all tickets marked with status that is not ‘resolved’. We have created a custom status of ‘Scheduled’ that is being categorized as unresolved and being shown in the "All unresolved tickets" list despite no work needing to be done on that ticket until it’s scheduled time. Use Case:A ticket with a custom status "Scheduled" is pending reopen a month out but is currently being counted as unresolved in the dashboard. Categorize this status as "resolved" so that it does not appear in the "unresolved tickets" list until it reopens on it’s scheduled date.

Anyone found a solution for this?Within our organization we have SLA around this measurement, but i cannot seem to get the numbers for it. Anyone have any advice or solutions?Only thing i found so far is that FreshDesk has this feature OOTB

Is there a way to notify agents when a private note has been added to a ticket using Workflow Automator? It would be really handy if this could be done.

Hi Everyone,I’ve had some feedback from staff using the End User Portal that it can sometimes be tricky to decipher which Agent in an Agent Group is owning their tickets.The specific scenario appears to be when a ticket has been assigned to a different Agent Group but not yet picked up by an Agent within that Agent Group.Does anyone know if it is possible on the End User Portal, specifically within the Home Page ‘Tickets section’ to show which Agent Group a ticket is assigned to? A Requester may get more information by clicking in to each individual ticket:But it seems a shame that it’s not visible from the Front Page whereby they may have many tickets logged and would make it easier to understand how their tickets are progressing.

Hi all,It’s not a major issue and certainly not the end of the world if this is the case but I’m wondering if I’m missing something immediately obvious...Within the Agent Portal, is the ‘My Approvals’ area only accessible by first navigating to it via the appropriate Widget that can be added to a Dashbaord?The Widget in question: I had a look around and could not find any specific menu item in the left or top-right which navigates to this area?

Hi, Does anyone here experience the disappearing fields in ticket forms portal but visible in ticket fields?  Thank you