Solved

Hi - We just recently moved to Freshworks and I have been made Admin. We have 2 companies under the one organization. For some reason, tickets that are being created in our support portal are not coming through to our Dashboard. Not sure if there is something im doing wrong or if there is additional configuration required. Please advise. Thanks

We had an incident yesterday where one of our Agents went through and Resolved all of their previously Closed tickets.Is there a way to stop Agents from doing this? I want Agents to be able to Close tickets directly if they need to but I don’t want them being able to Resolve previously Closed tickets again, to be more exact, system-closed tickets.This has resulted in all of our analytics now being skewed due to the system thinking hundreds of tickets were resolved yesterday. Any feedback or suggestions on this would be appreciated.

Hello, We are busy with the implementation of Freshservice, we have a lot of external parties who are mailing our helpdesk as well.  For example; our mail domain is @google.com (Just and example), so our helpdesk mailbox is: helpdesk@google.com. if an external sends us a email to helpdesk@google.com the mail is not imported. So Johndoe@yahoo.com sends a mail to helpdesk@google.com we receive the mail in our inbox but not in fresh / the helpdesk queue.  Is it possible to import external mails somehow?  Mike.

Hi  I see there was a topic where this question was raised before but I think the answer is a bit different from what was asked () And I am looking for the same thing, eg. I have a text or dropdown custom field which I would like to update when I am viewing the ticket list, not the ticket details, but the list I have for a client. So i would like to be able to leave a note on the ticket list without the need of opening the ticket. Like you can update the agent directly from the admin ticket list, but you can’t update a custom field’s value when on the ticket list. Is there any setting missing that could enable me to do that? Or this feature is not in fresdhesk yet? Thank youRita

Hi,we are newbees at freshdesk.I’m wondering if I can run the autmotion rules manually, to clean up the ticket overview.Espacially a rule that marks a ticket as spam.Thanks for a hintgreetsS.Roggatz

Hi, my custom fields are not appearing in the placeholders pop up under Ticket Fields.i am creating an automation which adds a Task to a ticket and I need to reference fields from the ticket to add to the notes in the Task.Thanks

In our ticket fields, we have the basic choices for sourcesHowever, when I go to create a ticket on behalf of a customer in the tickets section, under the source dropdown, only “Phone” is selectable. How can I set this up so that the other options are available from that dropdown?

Hi, I want to update a custom field using the freshdesk API.This is the request I am making:Fresh.tickets.update_ticket(freshdesk_id, custom_fields={'Some Field': some_value}) This is the response I get: freshdesk.v2.errors.FreshdeskBadRequest: Validation failed: [{'field': 'Some Field', 'message': 'Unexpected/invalid field in request', 'code': 'invalid_field'}] 

When styling the login page is it possible to change the order of and individually restyle the “Are you an agent?” and “Are you a customer?” login links?Ideally we would have the prompt for customers to login be much more prominent and higher on the page than the agent login. It’s not very intuitively laid out as it is currently (why is there a headset icon next to the customer login and the agent login?!). Appreciate any pointers that anyone might have. Thanks!

Hello, We designed Webhooks to call and update external applications from Freshdesk. If the API call fails for some reason, the feedback comes by mail after one hour (3 retries) or so.Did anyone put in place a more efficient and reactive way to handle Webhook failures and can share about it? We are a bit concerned about having to wait one hour to be notified about the failure of the update.Thank you

Hello Freshdesk,We've successfully linked a WhatsApp account to Freshdesk, and the integration process was seamless.As we begin to receive customer requests through this channel, we've identified the need for an automatic reply regarding our office hours, etc. Could you please let us know when this feature will be available?Thank you!

We have a good amount of tickets that are auto closed by automation rules.  Is there a way to exclude these from all SLA calculations or would I need to assign them to a specific group and then exclude that group in the SLA analytics?

Good Afternoon, Please can you assist in this query. I have had an agent who is unable to send out any emails he receives. The agent is able to see the tickets be raised in FreshDesk, however is unable to respond to any of them as they are undeliverable. Please can you assist. I have deleted the user and re-added them however this has not resolved the issue. Any help  is appreciated.As a follow up on this ticket - I then attempted to respond to this email however it is also undeliverable.

Hi, We have changed our domain to a new domain name which means we had to change all our email addresses as well. After doing that, when a client logs a tickets to Freshdesk, we do receive the ticket, but when we as agents reply to the ticket, it creates a new ticket.I have checked all the suggested setting as from the knowledge base, but it still happens. Any ideas?

Hi, currently I try to integrate Freshdesk in a chat application using the REST api. To do not spam our productive system for the tests, I set up a new freshdesk account and have chosen the FREE version.I tried to first get the list of available tickets according the example curl command: ​curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET "https://domain.freshdesk.com/helpdesk/tickets/filter/all_tickets?format=json&page=1"​But this does not work. So the question is, is the REST API not working in the free version of Freshdesk?

Hello,I’m new to Freshworks in general, and need help with Chatbot. I’m having a difficult time finding a documentation or proper instructions on how to integrate FAQs in Chatbot, so that the customers will click the question in chatbot and receive answers without the involvement of support team.If any of you have a documentation or a set of instructions on how to do it, I’d be very thankful. 

Hello, I have set up my signature following this instuction https://support.freshdesk.com/support/solutions/articles/196821-how-to-use-email-signatures-in-freshdesk- But the signature in auto-reply emails (set up in workflow > automation) does not changeI would like to change this default text “%company name% powered by Freshdesk Support Desk”which is attached in every auto-reply emails Looking forward to receiving some help here, thanks a lot!

We have a group that consists of 20 agents and half work an early shift and the other work a late shift. How do we incorporate having the SLA follow and early and late shifts?if I could apply two different business hours to one group, that would be ideal but I don’t think that’s possible. I can’t be the only person that has this issue. Is there a work around?

Hello,I am trying to create a condition based ticket form for the customers to fill in when creating a ticket. So I have placed a ticket field into a section field under another field. Is it possible to add another layer to this and add a section to the ticket field which is within a section currently. I am also wanting to know if sections can be added to the default product field? Kind regards

I have a script that uses the v2 tickets endpoint to return tickets updated since a specific point in time.  The script loops through each ticket returned and, for each, calls the time_entries endpoint to retrieve its time entries.Examining the return headers on the very first API call to get the list of tickets reveals a rate limit of 120 and remaining count of 119. However, the first time the script calls for time entries (on the very first ticket) the API returns a 429 error. Presumably, this would be the second call from a rate limit perspective.We have no other apps using the API key. We are on a Pro plan.Any help would be greatly appreciated. 

I am working on an orchestration for when users go on leave that will block their logon by editing the “logonhours” attribute in AD to block logon.I am able to edit other attributes in the custom_attributes field without an issue, but when I go to update logonhours, I get the following error in the screenshot below: In case the picture doesn’t load for anyone, the error is:The request is not supported At line:1 char:1 + Set-ADUser -Identity 'CN=Test User,OU=************************************************ ... + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + CategoryInfo : NotSpecified: (CN=Test User,OU...s,DC=*********************) [Set-ADUser], ADException + FullyQualifiedErrorId : ActiveDirectoryServer:50,Microsoft.ActiveDirectory.Management.Commands.SetADUser Disabling the user is not an option as it will kick off other automation that will break other things in the domain including their IP phone setup. Is this field not able to be updated throug

Hi everyone, how can I connect my Power BI desktop app to the tickets information on FreshService? I want to create custom metrics and dashboards and check them directly. Currently I can export a file manually (as Growth doesn’t allow to schedule and so I cannot get an API URL) and connect directly and do the updates.However, I would love the option to just have a direct connection to it, check real time (almost) for metrics and dashboard at any time. I have a Power BI Pro license and FreshService has been our ticketing system for over a year now.I know this is possible with FreshDesk, but with FreshService I have been unable to find a solution using some articles on this group. There are some third party services, but those are static dashboards or is pricey. We want to be able to create a direct connection and produce the exact metrics that our director needs. thank you!

I am attempting to create an automation that will send ticket info to a webhook when a ticket is updated.  If the ‘Push to Monday’ custom field is selected. Currently it is working only when the ‘Push to Monday’ field is updated.  I would like it to work on any update to a ticket where the ‘Push to Monday’ field has been selected. 

Hello,We want to add a title for a section of checkbox fields to give our customers instruction. It would appear above the checkboxes and say something like “Please indicate which expenses you incurred”. I’ve included a screenshot of the section of this ticket form.  Thank you!Anna

On my portal, I would very much like to have a separate tab for FAQ articles. I also want the folders arranged in a list on the left, with the articles within showing in a list with only the title showing, with a expand/collapse button right next to each title, that makes the content of the article appear/disappear.Freshdesk themselves has this:Emails : FreshdeskHas anyone here been able to do this with coding? and if so, could someone maybe provide some snippets and a short explanation of how to do it?