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I understand that this may take a bit of customization, but before I dive too much into that I wanted to see if anybody has had any experience with the following: We have multiple companies with individual contacts associated with them, each contact handling different tasks at different times. I want to enable a way in the customer portal for a contact to be able to change the assigned contact of the ticket to a different individual in their same company. Is this theoretically possible?

Bonjour,Je ne parviens pas à appliquer les SLA sur les tickets.l’échéance du ticket se met automatiquement à 7 jours alors que j’ai programmé 48h.

Hello, we are increasingly having the problem that messages cannot be delivered. Although the customer has already received emails from in the past.  #Here are two examples   

Error shown when a user tries to submit a ticket via. the portal on alltechplus.freshdesk.comI notice that several other people have had this issue in the pst judging by the related topics. I couldn’t see any obvious way to fix it myself. Had this problem for a long time now - Currently users can only submit by e-mailing in - I want to prevent opening tickets by e-mail only if possible to avoid clients creating multiple new tickets for the same issue so the submit ticket would be a great start.

Is there an editor one can use for Freshdesk themes to customize the layout, looks and feel? It’s been ages since I have done any CSS coding and the shortcodes are a bit of a boggle to me right now.  

Hi Fresh community,we are using Freshservice and are currently working with our HR department to get them as business agents into the system.Everything is working well for them, there is just one big thing they need.Due to the HR matters having to be specially protected, they asked about automatically deleting attachments after the ticket has been closed, so no one is able to access them anymore.Having to manually delete the attachments would be tiresome and not feasible with the amount of tickets they get.Is there an easy way to automatize this and has anyone tried this already?From my perspective in regard to the GDPR laws it should be standard in the system but I could not find any information on it.Thank you all in advance for your help.

Hello everyone,I'm using the bulk update FreshDesk API V2 to update tickets status to Resolved (status=4).When I send a list of ticket IDs, some of the tickets are updated some of tickets not.Sample of request:curl -v -u <USER:PWD> -H 'Content-Type: application/json' -X POST 'https://COMPANY.freshdesk.com/api/v2/tickets/bulk_update' -d '{"bulk_action":{"properties":{"status":4},"ids":[667243,667639]}}'Sample of response:{"job_id":"374d1fb9-93cf-44c4-932e-0571075dc034","href":"https://COMPANY.freshdesk.com/api/v2/jobs/374d1fb9-93cf-44c4-932e-0571075dc034"}Looking the FreshDesk dashboard the status never change.When I try to check the progress I had:{"code":"access_denied","message":"You are not authorized to perform this action."}However, if try to make a bulk update action setting any other status, it works.Could you support me, please?

As a product enhancement, please can we request the ticket ID is placed at the start of the subject line when a ticket is first created. This is best practice with most other service desk providers.

Hi Community,Wondering if anyone can help.I am trying to create a FreshService ticket in PowerAutomate when someone fills out an MS Form. However, the FreshService connector requires the Requester's ID, which I thought would be straightforward. I added the dynamic content email address from the MS Form response, but it fails asking for a number. I need the Create Ticket to come from the user how completed the MS Form does anyone have any thoughts why this is not working or how I could achieve this? Many thanks 

Hi all,currently I am struggling with ‘Location’ data for assets. I can enter all locations in Freshservice>Asset Management>Locations. All data is stored like location name, address line 1, city, zipcode etc etc. The Location name is something abstract (NL-xxxxxx) This is because out customer recognize these codes.But the agents do not know if that name is the right address. How can the see the complete address information? Where can they find this.Only an administrator can add/change/delete/edit locations?I really need this data to be presented to the agents. Please …. HELP!

This feels basic but I’m really struggling!I have a few chatbots setup for our website that give or gather different pieces of information (like customer details) and resolve the chat. Works great and fully automated. We have no live agents and don’t need any in our case.I’d like the transcripts / conversations send out by email to a specific address though so that a human can follow up on each at a later point. The conversation will have any information needed.We don’t use FreshDesk and have a specialist CRM/ticketing platform so email fits for now.I’m on the Growth Plan. I can see there is an app called Advanced Automations which might help but I need Pro or Enterprise to use it which is a lot of extra cost to get an email notification.Thanks for any help.

Hello! We have a service request option for new employees to purchase insurance for their devices. We would like to get the request filled out before the employee starts, preferably while they are doing the rest of their pre-employment stuff. Is it possible to have an option for a user that does not have a sign-in to place a service request? Preferably for just the one item, but if not, that is fine. Thank you!

When I press “Forgot Password” we never receive an email for password reset, whether on inbox or Spam folder.

Hi,Recently, I started a trial with Freshdesk CSS and have received numerous tickets with attachments over the past two days. Most attachments in image format can be previewed directly within the ticket page. However, I need the ability to preview PDF files and consolidate all attachments. Are there any free or paid apps available in the marketplace that offer these features?Could you suggest some options?🙂

Been working on a ticket automation that ties into power automate, I’ve had about 90% complete for a few weeks with this one part failing for me.  I have the ticket Automator built out shown in the screenshot, where it’s failing is sending out the approval, I don’t want to send it to the department head or reporting manager. I’m trying to have it send to one of our ticket groups, which is our security team. Tried setting it to be hardcoded to my email for testing and never get the approval, put our teams group and never saw that receive an approval email. Would love a simple way to finish this automation so aside from just assigning it to the security team, they are the ones to approve it. Automation and email

I’m new in freshdesk and I have the same question, however, the topic has been closed.Is there a way to adjust the size of the description field ? Most of my customers want to include a printscreen in the text, but then the windows of the description field is way to small.

Our CIO responded to an email created by a ticket he had submitted. It added his responses as public notes rather than replies. Because of this, the automation to close abandoned tickets after 72 hours ended up closing the ticket, despite him replying. I have not seen this behavior before.  He is an occasional agent, not a requester, but when agents respond to email tickets, it correctly adds them as replies.I found some threads about a similar issue that are 7 years old. Has this been fixed? There is no modifier to “count” public notes. Public notes also don’t resolve the First Response, has to be an actual reply.  

As per the following document, how should I start the conversation?https://www.freshworks.com/assets/resources/AI_Jumpstart.pdfWhom should I send a request and connect to?I could not find any webpage except that PDF to initiate the conversation.Kindly guide me with the further steps. I am looking this for an existing customer who has already explored freshchat but doesn’t know the further flow to utilize the services.

Hi Support Team,I have noticed an issue with the localization of notification tags in the email notifications for tickets. Despite setting the language to French, certain tags, especially those related to dates, remain in English. This affects the overall user experience for our French-speaking users.For instance, in the email notifications, days of the week, months, and other date-related information are still displayed in English. Here are a few examples:{{ticket.creation_date}} shows "Mon" instead of "lun". {{status_page.maintenance.start_time}} shows "July" instead of "Juillet".It is important for us that all elements in the email notifications are properly localized to ensure clear communication with our users.Could you please look into this issue and provide a solution to fully localize the notification tags?Thank you for your assistance.Best regards,Ilian

Hi,Unsure what best way to approach this is, so thought I’d ask here!We’re bringing on a second workspace into our Freshservice instance and noted that if someone wants to raise an incident, the only way they can select which team it should go to is if they select from the dropdown box for “Which Team?”What we would like to do is see if we can have this field pre-populated with the new workspace (Procurement Helpdesk) so they can advertise this link in comms, as well as on their pages on our intranet.Is this something we could do in a URL? Unsure if you can add a # property, I’m not a HTML/web developer by any means sadly!

Hi, I just copy a request from another person because it is exactly the same issue that I am facing and this really needs to be changed because this wrong translation is confusing for our agents  We frequently experience issues with our agents that assign the wrong status to a ticket.In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket".These are 2 completely different statusses.Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply".So is it possible to change the translation of Pending in Dutch towards “In afwachting”?Kr,Koen

Hi, I am struggling to create a workflow that automatically resolves a parent ticket once the child ticket has been resolvedFor context. We have Equipment Request forms and a child ticket for delivery of the equipmentWe want to reduce having to manually check as the delivery is the end point of the processI can only find ways to auto resolve the child ticket once the parent is resolved but we need the oppositeAny help would be appreciated please 😭. im pretty new to workflows so unsure of APIs etc  

Because this AI Bot chat, I can’t click Save.

We are thinking of making priority calculations be done using category’s but i can not seem to find anything regarding that in fresh, Would this work?Categories are linked to services in the CMDB >  Services give the Urgency of the prio calculation and Impact is add by the agent.Together this gives a priority from the prio matrix.Any advice on this from someone?

I want some things that I can't quite get done. Preferably just with Automations. But I understand that I need Webhook? But I don't understand why and how that works. What do I want:1. If subject starts with X then automatically adjust subject.2. If subject contains X in subject, then reply with email with attachment Y in the reply.3. If email has been sent to X, reply with email address Y.Is this possible with automations, and without Webhook? And if not, how exactly should I use Webhook? Can that be done without a developer?I don't use external tools now. We are a small company. And we would like to set up Freshdesk properly.