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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.

Hi all,new to here but have had Freshdesk in service for about 4 years.Recently, our agents responses have stopped being received by the recipient, very odd.We had this late last year, and resolved the issue. Just this week, it’s started to happening again, and I have no idea why.We use a custom mail server. Delete emails after fetching is unticked.Any other information needed? Thanks,Anthony.

As the questions says, is there an easy way to increment consumables?Example: I enter a PO ordering 60 keyboards, receive the items, add to inventory through PO. Does anyone know of an easy way to subtract from that number if we use a keyboard?

Apparently, the Asset Assignment History has been released, but it is not appearing on our web interface and the API (what I really want to use) returns a “403 forbidden” error.Example, curl -v -u api_key:<my_key> -X "Content-Type: application/json" -X GET https://<my_domain>.freshservice.com/api/v2/assets/<display_id>/assignment-historyWhat do I need to do to add the feature and/or allow access?

I want to delete 3 checkbox(I’m looking for help with) in export tickets, in portals support/tickets.I cannot find the configuration page, who can tell me where to configure it?

Within the business hours section of Freshservice, I’m looking for some clarification. I have a time zone currently set as (GMT+00:00) London as this should be set to the time zone within the UK.We have now moved into daylight saving hours BST and GMT+00:00 would now be incorrect.. To ensure we keep within the current time zone, do I need to move to any manual GMT+1 even though there is no option for London? I assume this to be the case, but would like to know if I’m missing anything.

Hi, can I set a limit numer of tickets submitted by a specific customer?

Is there any way to accomplish this with a workflow or business rule? I can’t seem to make sense of the options I have in there 😅

 Hi, we’re customizing our portal for our staff and all seems to work OK except if we ‘unhide’ the Request for a Change card it doesn’t become visible in the preview and doesn’t show up when published. All the other cards turn on and off the cards as expected.  Anything obvious we’re likely to be missing.  See image below.thanksAndy

HiI have a number of tasks that are created when a ticket is raised.Is there a way of specifying the order that a task should be, ie a specific task should be number 1, or is that dependant on how they are ordered in Workflow Automator or is it just a case of re ordering the tasks?Thanks

Hi, When I am creating an article, I add a link to another article from solutions. When I am trying to open the created link it is not allowing me and it opens the homepage although the link is reflecting. FYR we have closed common access to solutions. i.e. articles are available for our agents only. I use a lot of links and this would be really helpful if you could give me a solution to this.

I am wondering if some one managed to deploy the FS agent via MDM like Mosyle or intune.I am using Mosyle and I have managed to deploy the application but it does not seem to be installed or at least I don’t see the log folder neither are there any discovery in FS.I added the json attachment as a pre installation script. This didn’t give me an error. As post installation script I do get an error.

Change the font on all sheets by selecting all cells and changing the font. Select all worksheets by clicking on the leftmost tab, holding down the Shift key and clicking on the rightmost tab. On any of the worksheets, select all cells: ... Change the font.Fonty Fonts

We are using FreshDesk with a couple of different O365 mailboxes, these mailboxes are integrated in FreshDesk via built in function to add O365 mailboxesWe experience that the credentials expire and when looking at the Sign In logs in Entra ID (Azure AD) I can see it complains about the refresh token has expired.Is anyone else experiencing this issue and/or has a solution?My thought was that the Refresh token should be refreshed at each login which happens multiple times per day, according to the logs.Clicking the “Sign in with Microsoft”-button and logging in again solves the problem, until the next time, I think 90 days later which is a time out value in O365 so seems likely. But question remains, should not the token be renewed bye FreshDesk when fetching/sending mails?

Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234 

Hi everyone,Greetings! I hope you are doing well!I need assistance with a customer support issue I'm trying to optimize for efficiency. I aim to achieve the following:Auto Assign Limitation: When an agent enables auto assign, they should not have more than 3 tickets assigned to them simultaneously. Assignable Statuses: Agents should only be assigned tickets if the ticket is in one of the following statuses: Open, Customer Responded, or Updated. Unassignment on Other Statuses: If a ticket moves to any status other than Open, Customer Responded, or Updated (such as Pending, Awaiting on Customer, Awaiting on Team), the agent should be automatically unassigned from that ticket. Additionally, I intend for tickets in the statuses Resolved and Closed to remain assigned to the agent, to ensure they are associated with customer satisfaction surveys.Please suggest the best approach to achieve this solution or recommend any best practices you have for automatically managing ticket assignments.

Hello,In regards to setting the visibility of Solutions folders, this article mentions that we can give access to specific folders to specific Requester Groups, however, within the folders’ “Visible to” drop-down we only see an option for Contact Groups. How do we give visibility to Requester Groups?Thank you

Does anyone know a way to create an automation that will add/assign an agent to a ticket if they add a resolution and/or close the ticket? I have techs that are fixing an issue, adding the resolution to the ticket, and then closing the ticket without ever assigning themselves (or anyone else) to the ticket. We want the ticket to be automatically assigned to whoever inputs a resolution. Thanks!