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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

This is my use case: on our website (hosted by Cardd.co) there’s a form where visitors can leave their name, company and email address to request white papers. When they submit, an email is sent to an address that I can specify, containing the data the visitor has entered  What I want to achieve in Freshsales:Create a Lead from the contents of the mail Auto-reply with a mail that contains a download link for the white paper Collect data on whether the Lead has opened the mail and downloaded the white paper. Reply with a follow-up message, that is different for whether the Lead has (not) opened the mail or (not) downloaded the white paper. Please point me to articles or video’s that describe how this is done  thanks!

Hello everyone,I have some questions about Dashboards in Freshservice that perhaps the more seasoned people can hopefully answer (I tried finding this information in available documentation but could not find it).Can the default pre-defined-layout of the ‘My Dashboard’ that an Agent is presented with when they sign in for the first time be changed? How does the 20 dashboard limit work exactly? (Is the 20 dashboard limit Global, per Workspace, per Agent group, per Agent or something else) What are good creative ways of working around the 20 dashboard limit?Thanking you all in advance :)

We are (unsuccessfully) trying to add a secondary support email for our developer relations team. It is a google group account and so can not sign in via SSO, and does not have a username/password. I can’t find any documentation for how Freshdesk expects us to connect this account so that incoming emails get pushed into their system. Any help would be appreciated.

Hello everyone,I recently edited an email notification, but now it's showing up as a blank page and the email sent is also blank. Has anyone encountered this issue before and can help me out?Thanks in advance!  

Hi, Is there a way to provide fields which are edible during form submission, but not editable in the ticket view after submission? Many thanksChris

Hello!So, I wanted to be able to use the webhook function to extract attachments from tickets automatically after a desired trigger action and either save them to a dedicated file destination or send the data to an application to immediately print pdf/xlxs files. I’ve been reading the documentation, but I think the “Using Webhooks” article might be outdated and would appreciate some help to make sure it works as intended. As I understand it, the JSON code would look something like this:{ "name": "Fetch Email Attachments", "url": "https://yourserver.com/webhook-handler", "http_method": "GET", "headers": { "Content-Type": "application/json", "Authorization": "Basic YOUR_BASE64_ENCODED_API_KEY" }, "payload": { "ticket_id": "{{ticket.id}}", "event": "{{event}}" }, "trigger_on": [ "ticket.created", "ticket.updated" ]} However, in the Trigger webhook section I don’t have an option to edit the body, so I can only assume that the website already has the function writ

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.