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When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.

In the below url : f'https://{FRESHDESK_DOMAIN}.freshdesk.com/api/v2/search/tickets?query="created_at:{date1}"&page={i}'I am passing date1 in 'YYYY-MM-DD' format but i am unable to get the result if I pass in 'YYYY-MM-DDTHH:MM:SS' format.Also I guess it would be better if you guys increase the page limit in GET requests. It is possible that there are more than 300 tickets created at any date, in that case it won’t be possible to fetch all of them.

Hi, Anyone could help me out on this please? New user, first time working with Web Request… been through documentation and this community for hours… just can’t find the bug 🤔Just trying to simply create a basic ticket from Web Request.Many thanks in advance! 

When I am adding an article and trying to lay it out/edit, I can only see about 70% of my page horizontally. About 30% of the right side is hidden. This makes editing EXTREMELY difficult! To see what’s off the page, I have to scroll to the page bottom, then use the horizontal scroller to move over to that side, then scroll back up and search for the text I was editing. And then, the left side of the page is hidden. It’s madness! I’m told by customer service that there is no existing workaround, and they recommended that I add a topic here to try to gain traction, then they will consider fixing it. This is not an issue in the build to create a canned response...so I am mystified as to why the article add / build can’t also show the full page you are working on. Help!!! 

Hi, I’m sure I’m missing something obvious here but the reopen tickets when requester responds workflow isn’t working for.  When I email in from my test account against a closed ticket the agent gets an email but the ticket doesn’t reopen. Can someone tell me what I’m missing :-) ?  

Hi,We have several email addresses in our Freshdesk instance, each email lands in different group and not all agents have permissions to access al groups.The issue is that all agents can create new email and send it as any of the emails registered in FD.Is there any way to block the users from using all addresses?

Every 3 to 4 months, my customers are blocked from creating support tickets. They see this message "sorry, you are restricted from accessing this helpdesk page."Your company reports to me some nonsense about spamming.That is your problem, not my problem. Why do you inconvenience my customers over and over with a repeat of this again and again? I want no more for my customers to see "Sorry, you are restricted from accessing this helpdesk page.' If you had any customer sense, the message would say “We have a temporary issue that we are fixing.  This is not the fault of Seniorleads.  This is our fault at Freshdesk.”This current message makes MY company look bad. My customer does not understand this is a failure at FRESHDESK -- they think it is my incompetent software people as the cause of this message.There are many ways to solve this (all are common sense):remove your spam detection and do not display this message -- I suspect this “spam blocking” is totally unnecessary and is an idea b

I randomly get a 401 error when calling ‘Statuses’, ‘Priorities’, and ‘Types’.This happens in Postman and via my powershell script (v5.1).  The pm API does not work with PSv7.The odd thing is, the 401 failure does not happen every time,  It does not happen on the same project every time. If it fails, I can call it again and it will work.I’ve tried inserting a wait timer of 15 second between api calls - that does not solve it.I never had a problem before 3/20/2024.  The issue started on 3/28/2024.  I made no attempts between 3/21 and 3/27.

Does anyone have any clean ways to get the below functionaility working? I want tickets who have not had an updated in 2 days to get a reminder that the ticket is pending a response and then 2 days after that if it still has not had a response close the ticket. What I have done so far is have a supervisor rule to send the reminder and then add a tag to the ticket.Then have a scheduled event workflow to check for the tag and if the tag exists on a ticket then close it. I cannot figure out how to have this second part check if its been 2 days since the tag was added. I also have created a 3rd automation that if a requester responds to a ticket and it has the tag I added on ti then it removes the tag so it doesn’t get caught in the 2nd workflow I mentioned. This feels messy and like it might backfire. Any ideas to do this better? Thanks,Windows13

Hi there, I really like the option to create a Post Incident Report which is saved with easy access inside the Major Incident ticket. My issue is the PIR fields aren't 100% relevant and I'm manually changing them. I would like to tailor the fields relevant to my organization for each report generated. I’ve searched high and low in the admin center and I'm still at a loss. Any help would be much appreciated! Thanks,Alex

Hi all,once a new workspace is created, I have to replicate all the automation I have on the default workspace to the new one, or alternatively, replicate them at a global level.Is there a way to do it in a easy way? Otherwise I need to replicate tens of automations…ThanksMassimo

Hi, I would like the name of the agent answering the ticket to not be shown in the customer portal. it's possible? Thank you

Testing out freshsales as an alternative to our current salesforce org. Im loving everything so far, but im stumpped. It seems that PricingType,Subscription cycle,No. of billing cycles have nothing to do with the deal amount. It seems that the deal amount is only affected by unit price,setup fee and quantity.I might be doing something wrong, but if im not… I guess has anyone figured out a workaround to incorporate those details into the deal price. Its pretty big for selling SaaS type subsctiption products..For a simple example.. I set the unit price(license price) at $100 dollars. Selling 100 units. Subscription cycle is yearly and the billing cycle is 5.Right now its just 100*100=$10,000… What makes more sense is that it would be 100*100*5=$50,000.

Why are the follow items greyed out and how do I edit them.  

I’m looking to see if anyone is using Freshdesk for internal tickets, as well as customer tickets.We have Freshdesk deployed, and despite only being 3 months in, we’re using a lot of functionality.I’m looking to see if we can decomission the tool that we use for internal tickets, but I can’t see how I can associate an agent with our internal company - to then create some views/email alerts for internal tickets.Currenty, an agent can log a ticket against thier own name, but it gets lost within the customer tickets.Is anyone doing this, or have you a seperate instance of FreshService (or another tool), for internal tickets?

We create a product quote for the customer and save as a deal - the customer can buy at multiple points from the quote, so on the first purchase we mark the deal as won and update the deal value to reflect the actual order amount (the original quote value is stored separately) But if the customer makes a subsequent purchase from the same quote, what is the best approach to record this?If we update the Deal with the net total of the purchases we loose the fact that the customer placed multiple orders against the single deal. I’ve thought of auto creating a new deal linked to the original quote but making the quote ID non-unique takes away the ability to search by quote ID with the API call so I’d prefer not to have multiple deals all referencing the same quote.Anyone out there have a good way to record order #1 order value #1, order #2, order value #2...etc.. against a single quote or deal? 

Hello, I’m having one very inconvenient issue, when I’m talking with a customer through email on the dashboard and send him my calendly to make a booking - sometimes client uses a different email so I have no idea who booked that meeting.Maybe it is possible to have some kind of a template and pre-fill customers email (use the one that we are sending this email to) ?I am relatively new to freshworks, so please let me know if there are better ways to manage bookings, appreciate it, thanks!

I have a React App where I have made a React Component to call the FreshworksWidget.This works great for sending props for API commands like:`FreshworksWidget('close')``FreshworksWidget('open','ticketForm')``FreshworksWidget('open','article', { id: ${article} })` But when I try to call:`FreshworksWidget('prefill','ticketForm', { type: ${request} })` I am receiving the error `VM4910:1 Uncaught SyntaxError: Unexpected identifier 'XXX'`where ‘XXX’ is the string from ${request} Is there something different in how ‘prefill’ works? All attributes of ‘prefill’ generate this error. e.g. subject, derscription, etc.

Hello, I have “maybe” a problem with this request to configure DKIM.In my account shows that i have 2 domain names to configure:gmail.commycompany.comFor dns records I’m using cloudflare. so it was easy to verify “mycompany.com” - tooks seconds Now, what about google.com (gmail.com)Why should I update on gmail? Our suport helpdesk receives emails to one address only: helpdesk@mycompany.com. this is managed (like all our emails) indeed,  on google workspace, but, the dns records are all managed on cloudflare -  it doesn’t matter who is the registrant of this domain name.  and now, let’s asume that… I HAVE TO CONFIGURE on gmail as well - where I can find this , where should be configured? Thank you,Laurentiu 

Not sure what we are missing in our tenant but we don’t seem to have the Tag feature in global admin or any of the workspaces that is referenced here: https://support.freshdesk.com/en/support/solutions/articles/196897-what-are-tags-how-can-i-add-merge-tags-I wanted to see if it was perhaps possible to ‘protect’ tags; disallowing requesters/agents to remove specific tags from tickets.

For about the past half hour, FreshChat messages have been blinking in and out for us, I reached out to FreshChat support through their chat and haven’t heard anything.  Anyone else?

Hi, i setup a “Help-Center” by the Freshdesk Support Pages. I started to edit the template.The Help-Center is only FAQ, nothing else.Whats the fastest way to implement this Freshdesk Support Center into my website? CNAME: I know i can setup a subdomain and modify the CNAME Con: Editing the template is really hard. I want also the header and the footer from my website there. API: I know i can get the content from freshdesk via API. But i want to keep the search-bar and the “Was this article helpful?” question. Is this possible through the API? iFrame: This is very ugly but it should work. Do you think so? Do someone knows a better solution?What would you do in my situation? Thanks in advance.

Hello,  Our team has been looking to make use of ‘Change’ ticket’ (https://support.freshservice.com/en/support/solutions/articles/50000001761-requesting-changes).  From what we checked on the Portal page, it seems only Requesters are able to submit a Change ticket. Is there a way to allow Agents user to also use the form to submit or could someone please confirm if it’s only available for Requesters user?   Thank you 

Good evening,We were testing Freshdesk (free tier) and decided to change our support email before going live.I’ve configured and logged in to the new address (365 integration) and it receives messages and creates tickets fine, but it does not send anything back to clients. The verification email never arrives, but I know we’re logging in and working since inbound emails are creating tickets.We’re hoping to go live as soon as possible, thanks for any pointers to get this fixed.~Whysyn

Currently, new messages from the same user are being updated in the same old ticket, even though the ticket has been closed for almost a month. This makes it difficult for me and my team to manage the tickets.I would like to receive a new ticket when a user sends a new message after the old ticket has been closed for more than 1 day.I've tried to follow the steps outlined in this topic (https://community.freshworks.com/ticketing-agent-productivity-11362/new-ticket-creation-on-old-closed-ticket-31232), however, it hasn't worked for me.It would be great if someone could suggest how to adjust the settings. Thank you.