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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.  

Hi all,We currently automatically generate tickets on behalf of Line Managers via our Onboarding/Offboarding processes.In order to achieve this we’ve had to grant all Line Managers access to the Onboarding/Offboarding module as the API specifically requires the Line Manager’s initiatator_id have these rights in order for this automated process to work (otherwise the API will return a 403 Forbidden error).Unfortunately this means that the Onboarding/Offboarding cards and options are shown to those that I would otherwise not want them shown to whereas, ideally, I’d want these options shown only to those that would genuinely need to be able to submit these requests manually from time to time whilst retaining that ability for Line Managers to have these requests submitted on their behalf automatically via the API (sorry for the mouthful).With this in mind, does anyone know how to achieve the following combination:Hide the Onboarding/Offboarding Request options from the Support Portal (the

Hi everyone We require customers to have Self Service appointment booking. Our team are on Google Workspace. Has anyone found a good solution?cheersIan

Ticket Update Automation will work on ticket update from API update. We have scenario where Ticket will be created from system A, and Then Create Automation will get executes, and calls System B, System B will pull some information and again update Ticket with these information. Then We have Ticket Update automation which will call System A with new tickets details. Is this possible?

Hi there, i want to create the following automation and im kinda stuck.I want that everytime a ticket is unanswered for a certain period of time that a message gets pushed to slack channel. I got the Slack integration but i cant find a option in the automation. I already got the first part done (Tag creation) but im stuck at when tag gets updated send message to slack. Can anyone help? 

I’m looking to see if I can embed our solutions articles on our website - I know we can do that with a pop- up widget, but i’m more interested if we can embed the entire page as an iframe?

Good day, How accurate it the data extracted with the API corresponding to the analytics provided on FreshDesk? I am currently using the FreshDesk to schedule API to extract ticket data and being able to perform comparison analytics to historical data. I am getting very similar results to some of the FreshDesk reporting stats however not everything is matching. I have also noticed when extracting the underlying data on a FreshDesk report it includes duplicates of tickets that may also be throwing off the accuracy when comparing to the APi - which extracts one row of data per Ticket ID. Is there any way to see the definitions behind ticket counting?e.g resolved tickets I would assume are using the resolved date - how will this be defined for created tickets, assign tickets etc. I would like to create a smooth pipeline from API pulled into Python and translated into a SQL table that can be extracted into an Excel report. However, I have no way to confirm the accuracy of the data while th

Hello everyone,Is it possible to list all Child Tickets that are linked to a given Parent Ticket ID via the Freshservice API?I could not find anything recent about this in the Community/Support areas and there’s nothing about Getting Child Ticket information in the API documentation either.I recall someone iterating that if it is not found in the API documentation then it probably can’t be done via the API - hopefully, in this case, that is not true :(Thanking you all in advance

Is there a way to show SMS messages between myself and a client where it shows the newest first, not the oldest first?  I hate having to scroll down a long text thread to find the newest message.  Using desktop verion of Freshsales. 

I recently created an account to use the Freshdesk Support Desk. And I have this weird message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account: https://technolsuporte.freshdesk.com/ Thanks,

Hello ! I need some help :) I recently created an account to use the Freshdesk Support Desk. And I have this weird message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” Do you have a solution ? 

I’m testing Freshworks on a free account, but I got the error that my outgoing emails are blocked. I can’t really test the service if I cant send emails. can you help me?Thats my URLhttps://hparral.freshdesk.com/Thanks in advance

Hey,Since we are taking more and more countries live in our company and therefore also want to make the Canned Responses available in all languages, we now have the following problem:At the moment we have arranged the CRs as follows:EN - titleDE - title / titleetc. This means first the country abbreviation and the title in the national language and then in EN, so that it can be found by all users.Unfortunately, however, this becomes super confusing with even more languages and the shortcut search does not necessarily show the useful CRs.Does anyone have a suggestion for this? Or how do you handle this? :)Thank you for help!BestSonja

How do I embed an existing PDF into a knowledge base article. We have many pdfs created and redoing them is not an option.I have seen articles referencing  using the html editor and the embed tag. How exactly would that work when these articles are saved locally and not an any public website?Thanks, Phil 

Hello,I'm busy for a few days to change the adaptive card in MS Teams, via the Fresh workflows I'm using the app “Post message trough Power Automate”: Via MS Power Automate it will send a card to my Teams channel, but my subject or other values are not completely visible. See my example; Does anyone have any ideas how I can fix this?

I have incorrectly merged two tickets and want to remove this merge so that both can be worked on.Can this be done?

When I click reply, the previous reply is automatically added.How do I remove this feature?  

Hello,I'm busy for a few days to change the adaptive card in MS Teams, via the Fresh workflows I'm using the app “Post message trough Power Automate”: Via MS Power Automate it will send a card to my Teams channel, but my subject or other values are not completely visible. See my example; Does anyone have any ideas how I can fix this?

Using: /api/v2/search/tickets?query=[query]:The official FreshDesk docs provide this limitation: "The number of objects returned per page is 30; also, the total count of the results will be returned along with the result" and "To scroll through the pages, add page parameter to the URL. The page number starts with 1 and should not exceed 10." This implies that I can only account for a maximum of 300 objects (tickets). What if I have more than 300 objects to account for in a specified interval, say within an hour?The ‘created_at’ parameter is strictly a date datatype (YYYY-MM-DD), so I cannot partition the data according to hours, which would otherwise have been a solution that circumvents the pagination limitation. Using: /api/v2/tickets?:Another significant limitation is the ‘updated_since’ parameter. It only applies to tickets that have been updated at least once during their lifespan. Tickets that are not updated will not appear in the API response, further restricting the data that

In our Freshdesk the agents create tickets as well via email. These tickets, where the requester is an agent, are not assigned to any company, as agents are not assigned to companies.How can I assign a company to such a ticket, where the requester is an agent?

I’m looking at building some automation in FreshDesk to assign incoming tickets to agents based on priorities in the customer record, for instance all of the tickets where the customer territory is Scotland should come to me, like this... Has anyone implemented this before, and does anyone have any ideas on how we can deal with agents unavailability?I’m hoping that somehow we can detect if the agent is unavailable, and if they are, leave the ticket unassigned

Hi all,I’m new to freshdesk APIs and sorry if my question doesn’t make any sense.I’m working on powerBI with freshdesk API to do some analysis. I’m in need of Tickets and Time_Entries data which I requested through the API endpoins.I have noticed some of the tickets are not found as entries in “time_entries” data.for instance, take a ticket with id “6364” in “tickets” data and when I match that ticket to the time entries under “ticket_id” column I couldn’t find a entry for some tickets.Initially I thought if there is no responder then no time entries will be found. But I saw some tickets with no responder in time entries.Am I missing something here? Any help is appreciated. Thanks for the time.RegardsFazil M 

HiWe have a Freshchat widget on our website that we’re trying to direct customers to. We’ve investigated having the chat widget open automatically on page load or after a delay, using the instructions found here; however, we’ve found that on mobile phones the opened chat widget is too big and covers the entire screen, confusing customers.I have two questions on this function:Is it possible to modify the JS code to only open the full widget if the user is on desktop? Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this:  

Hi,I was wondering if anyone works with custom fields within the contacts and with the chatbot. Does anyone use the chatbot to retrieve information and fit it into the corresponding (custom) fields?Cheers,Max