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We have received multiple errors when sending emails/ticket replies to one of  major customers. It’s “Message not deliverved”. When clicking on review we get “Email rejected due to an unexpected error. Please try again after sometime.”This is kind of useless for debugging.I’ve read through all threads but with no clear resolution.Is the error typically on the recipient side?  

I am attempting to avoid having several lengthy branches within a workflow. What I need is to take a firstname.lastname value and if it is over 20 characters long substring it to cut off after 20 characters.  Below is the function I have so far but this only works when the character limit is over 20, I cannot find a solution to keep the characters the same when it is under 20 characters: if (length('{{E17.result}}')>20, substring('{{E17.result}}',0, 20), substring('{{E17.result}}', 0, 20))I have tried many variations like the one below but still have not been able to accomplish this. if (length('{{E17.result}}')>20, substring('{{E17.result}}',0, 20), {{E17.result}}) Typically I will get this error: Invalid Syntax - Third operand's value must be <= first operand's length. The end goal is to get this value for both manager name and new hire name so that I can plug this in further down the workflow and always have the correct character limit rather than have 4 lengthy branches fo

Hi there,We have a challenge with a customer that we are trying to figure out how to route tickets based on certain fields in the contact register. For e.g. every contact has an agent that will be responsible for handling their queries, it’s fixed. So, for every new ticket created this ticket should be assigned to the respective agent responsible for the contact. We want to do that without creating one automation per agent because it will be tricky to manage all the automations for the new agents. Can somebody help us here? Thanks and best regards. Bruno

I have a Supervisor Rule set to kick off if status is pending, pending reason (custom field) is set to waiting on customer AND Hours since Agent responded is 2 hours (for testing).  If those conditions are met, then it will reopen the ticket and send an email.   The rule is not kicking off.  I have a ticket in Sandbox set to match this rule criteria, but it is NOT changing the status or sending the email.  Thoughts?  

I’ve read similar Questions and Ideas, but this feature does not appear to be implemented yet:Is it possible for Freshdesk Collaborator Agents to receive email notifications for any new Forum activity, ideally for all forums, but at least for a particular forum?Not just for a particular forum topic/post.This feature will enable Collaborator Agents to know if there are new forum posts without having to go the the Forum to check all the time.

Can I change or specify the language setting when a customer logs in via SSO from AzureAD?

I’ve chatted on the chat bubble and they’ve ironically opened a ticket about my issue -  which no one is responding to.  The password changed on the email address that we use for freshdesk (O365). We have Authenticated SMTP allowed on that.If I log in on chrome, there are apparently no issues, but no tickets are getting through. If I log in on Edge, it tells me that the credentials have expired. On either browser, I can log into the account with the new password and it says sign in sucessfull, but then I either get an error saying ‘Error while authenticating the smtp sever…..’ or I get ‘We’re sorry, something went wrong...’I have tried other email addresses as well (that also have authenticated SMTP allowed on them) and I get the same message. Is there something we need to change in O365 admin to get this working (other than the authenticated smtp box)? Any help would be appreciated.  

I have the “Promote the self service portal” enabled, this is a default Automator rule that performs the following:  When doing some tests the tickets are still being logged and no mail notification is sent to inform the user to use the Support Portal instead. When i open the ticket the channel is set to Email also so i don't understand why the workflow is not working? 

Can I create a Webhooks with time entry?I have already created bu I can not get the time entry information like time_spent …. I want to do something that the time_spent will be saved on other place.Can you help me about it.Thanks 

Is it possible to automatically create a new ticket when a customer leaves a negative survey? The use case is that as Support Manager I need to track our customer engagement when we receive criticisms or complaints and ideally I’d like a negative survey to create a new ticket, with automation to assign it to a particular group/agent

Hey everyone, we currently have the need for us that we need to create a new entity after a special service request has been raised in another tool we use. This is only possible via API Request. The issue I now have is that the application only allows OAuth2.0 and Freshservice does not support it.Especially getting the Bearer token is impossible as the standard OAuth2.0 needs Content-Type to be application/x-www-form-urlencoded and this is not supported. Is there any way possible or do we need to ask for a feature request?

Hi,is there anyone who knows how to exclude merged tickets from get tickets api call?My current api call is the following one:GET “https://domain.freshdesk.com/api/v2/tickets?updated_since=2021-01-01T00:00:00Z&page=1&per_page=100&include=stats,requester,company,description”The ouput of this call will give me also merged tickets.I saw that the “affected_area” info most of the time is set to “Merget Ticket”, but not for all of the tickets and I did not find any other possible info about the merging.Does anyone has experience with that?Thanks a lot

Hello,I’m trying to troubleshoot integration of third-party communications, and I’m wondering if it’s a technical limitation, or just an error I’ve overlooked somewhere.Due to the high number of issues one of our vendor’s software is generating, we’re currently having staff send their problems directly to the vendor’s technical support team, while copying our helpdesk into the CC field. This generates a ticket on our helpdesk that we can then assign & categorise for later.However, in the email conversations that ensue, while the requestor’s replies to the vendor are captured and added to the ticket, the vendor’s replies aren’t, even though both sides are CCing the helpdesk. (Both sides’ emails are reaching the helpdesk email inbox)From what I understand of Freshdesk email threading ( https://support.freshdesk.com/en/support/solutions/articles/50000009268-overview-of-email-channel ), the vendor responses are following the necessary rules: Message-ID in the email header, and Email ad

All of our SLA’s have a response time under 1 hour.  We want to set up a time-based automation to alert the team when certain first response times are about to expire.  For example, we have a 30 minute SLA for certain case types.  We want a time-based automation to alert the team when a new case/ticket has not received a first response in 20 minutes, but we cannot do this currently because the earliest you can do this is 1 hour.  I also tried to just use an escalation for this inside the SLA itself, but you can’t do it there either.  Can we please get a “minutes” option for time-based automations, or the SLA escalations, instead of “hours”?  This restriction completely breaks basically any time-based automation that has anything to do with SLA coverage.

I created a list of categories and subcategories, however some of the categories do not have subcategories.In such cases, to avoid having empty subcategory fields which skew the data while visualising the subcategories, I added a subcategory with the same name as the category.This can be tideous for agents when they are working on a lot of tickets.Is there a way I can have the subcategory automatically filled with the same name as the category using some sort of automation?(thank you in advance for the help, i have already learned a lot by just reading the community forum)

Hi All,I am on a Fresh Service trial at the moment, looking to see if FS will make for a good alternative to Jira. I would like to find a reliable way of providing visibility to the Reporting Manager when an onboarding request is entered for their Department by HR.I am not looking to have the Reporting Manager “approve” of an onboarding request, I’d just like to see if there are any options to have them notified that an onboarding request was created for their team and also have the reporting manager have the ability to add comments if needed. Any thoughts or suggestions?

Hi all,First time poster in this forum and still very fresh to FreshService.As a Business Rule we've set to Mandate a Resolution Note when the ticket is set to Resolved. Today, I’ve found out that Business Rule is ignored when you answer someone in the ticket and use “Send and set to Resolved”.We want all resolved tickets to have a resolution note in it. I don't mind if people use “Send and set as Resolved”, but in that case I do need the resolution to be filled in. Right now, this needs to be done manually.The question: Can I disable “Send and set as Resolved?” or “Can I make sure the actual message (without Hi…, and without best regards) is set as resolution note?”I could be missing other, maybe even better, solutions. If so, please let me know.Thanks in advance!

I am wanting a ticket to go to “Open” status whenever the ticket requester sends a reply, OR when a 3rd party that has been forwarded the ticket sends a reply to the email.The first part is easy.For email replies from a 3rd party, the response gets added to the ticket as a “Private Note”.I have set up an automation rule so that the ticket status is set to Open whenever a new Private Note is created. The problem with this is that it does it even if a staff member adds a Private Note directly in Freshdesk.How can I get the rule to distinguish between a Private Note generated by a 3rd party email reply, vs a Private Note created by a staff member within Freshdesk. I only want the former to trigger the ticket status to be set to Open.Thanks

So the question is basically the title. Our clients complain they always have to enter their filters again when checking the platform. Is there a way they can save their own filters (like agents can do?) or is there any plan for Freshdesk to save filters in a cookie so clients always land on the portal with their previously selected filters?

So, I created automation rule on ticket creation. This rule triggers webhook and send ticket details to my ecommerce website endpoint. Ticket content (subject, email, content) are being processed, compared against my ecommerce existing data and based on all this, I’m trying to assign ticket to group/agent, set priority etc. But, when I try to do ticket update via api, I receive a message: 'POST method is not allowed. It should be one of these method(s): GET, PATCH, PUT, DELETE'Ticket update via api, normaly, works just fine in all other cases. Only in this scenarion it will not work. Why? Is it some kind of loop in here? And what is the alternative?

I’m new to trying to use the API.I’m trying to create a new ticket once some action is taken on an existing ticket.  In my case when we offboard someone, after they have been offboarded I need to file tickets and assign to different business owners so they can remove the user from their systems.I created a Web Request as follows:Request Type: PostEndpoint: https://domain.freshservice.com/api/v2/ticketsCredentials: Inline CredentialsAuthentication Type: Basic AuthUsername: my API KeyPassword: X  (thank you @zachary.king for posting that in multiple topics)Body: {  "description": "Details about the issue...",  "subject": "Support Needed...",  "source": 2,  "email": "myemail@mydomain.com",  "priority": 1,  "status": 2,  "group_id": 999999999999,  "System": "Salesforce"} The issue I have is System is a required ticket field.  If I don’t include it in the body I get an error stating :{  "description": "Validation failed",  "errors": [    {      "field": "system",      "message": "It should

with the help of this thread I figured out how to hide an entire ticket field from all customer companies except customer 1. How do I go about only showing the ticket field for a few customers? like company 1 and company 6 Also this hides the drop down but does not hide the field label. Does anyone know how to remove the label as well? <script type="text/javascript">{% if portal.user.company_name <> "company 1")) %} document.addEventListener("DOMContentLoaded", function() { jQuery('#helpdesk_ticket_custom_field_cf_affected_geo_3014498').remove(); }); {% endif %}</script>

My quesstionHow do I extract the base64 data from embedded images within freshdesk tickets?ContextThe images are hosted on freshdesk with a link such as https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6OTIwMjE0MDI3NywiZG9tYWluIjoiY2lyY3VtZmxleC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MzAwOTIzfQ.B3CzU2v9lyl4dq7uW6XEjF_oK5IPt__HCKN58RJDNMk . When getting those images, I get a byte stream. That is convertible to base64 data by using a byte to ascii function. This should all work in theory, but in practise I can’t make it work.GoalReplace tickets’ images with their base64 data, to upload on another service:<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6OTIwMjE0MDI3NywiZG9tYWluIjoiY2lyY3VtZmxleC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MzAwOTIzfQ.B3CzU2v9lyl4dq7uW6XEjF_oK5IPt__HCKN58RJDNMk " data-id="9198554508" alt="image.png" width="562" height="181"><img src="data:image

When a customer@differentemail.com sends an email in they will email servicedesk@email.com and sometimes CC accountmanager@email.com As expected this will create a ticket. If accountmanager@email.com then replies to the email  and removes customer@differentemail.com from the chain this is then added to the ticket as a public reply. This is less than ideal as these are internal comms and as the customer is removed from the chain the intention is to not have them receive the comms. Freshdesk adding it as a public response is undoing this. It should be added as a private note. There could be a number of reasons for the accountmanager initiating the conversation and we cannot always rely on the service desk to start a private thread and notify the accountmanager or forward the ticket out as a thread. Is there a work around for this? It is unlikely that users will change their behaviour to match any system requirements. 

Hi All,When we publish knowledge base articles through the portal, they currently display a timeline indicating when they were created on the customer portal's knowledge base. Is there any way to disable this timeline so that it does not appear on the published articles? We would prefer that only the content is shown without any indication of when it was posted or modified. Thank you.