Solved

We want to modify Customer Portal in Freshdesk but when we try to bring the snippet ticket_list on Portal Home page, it gives Liquid error. Adding snippet new_ticket_form works. Also, how do we customize the new_ticket_Form, we want to change the dropdowns to card view.

We have thousands of contacts setup who have never created a ticket with us. In 2025 we’re launching our customer portal, and I only want to invite people who have previously logged a ticket, rather than all people who were migrated from our previous system. Is there a way to easily identify which contacts have never logged a ticket, and delete them?

There are two built-in metrics you can use in Analytics that sound almost the same, but when applied give different results: Resolution time in calendar hours Resolved tickets lifetime in Calendar hours What exactly is the difference?

Hello all! We have recently been trying to make some automation rules for re-opening of child tickets and have identified that if an agent only has view access to a group and adds a note then the automations doesn’t trigger as the system doesn’t seem to see them as an agent in that group. Has anyone come across anything similar and found a workaround? We don’t want to provide full access to groups for all agents which is currently our only workaround. Appreciate any feedback

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us. Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights. Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it. How do we get a new version of reCaptcha on our support form? One like this?

Hi, Need to know how I can migrate my whatsapp chat to Freshwork before integrating my business whatsapp API. As I understand,I will not be able to use whatsapp in phone if i integrate with freshdesk.But as an running business I need to access my customer old conversation as well to serve them better How to handle this?Any suggestion will appreciated?

Hi, is there a way to completely control what related articles will show under/next to an article on the knowledge base? I want to have the ability to have complete control over this - and each article should have different “Related articles”

Once a ticket has been added to freshservice from freshdesk thread integration , then we are unable to merge two tickets in freshdesk with freshservice threads. Is there any solution for same

Dear Freshworks Community, Background I have freshly gotten Freshsales as our main CRM and we have imported a 1000 contacts and 400 accounts into it. The data on these contacts is unfortunately relative scarce but we have for 800 out of the 1000 contacts the LinkedIn profile field filled out. Problem Now we would like to use LinkedIn to fill out for example contact fields like email or phone for these 800 contacts with LinkedIn. In addition to that, it would be awesome if we could keep these contacts automatically updated through LinkedIn. Is there any way to do this without programming a plugin or so? Maybe there is a software tool out there enabling us to do that? Additional Feature The perfect feature would then be to have a way to automatically create new contacts/accounts in Freshsales through LinkedIn sales navigator. But I guess that is even harder to achieve then the other problems. Did someone have the same problem and found a solution for that? :) Thanks for your help, Robust

We currently house our knowledge articles in Google Docs. Is there an integration with FreshDesk knowledge base. We want to keep our articles in Google Docs, but would like to implement FreshDesk’s knowledge base.

Hi Freshworks Community, I hope you're all doing well! I'm currently working with the Freshsales API and am in need of information regarding the rate limits. I've been searching through the documentation, but unfortunately, I couldn't find the specific details. Could someone please guide me to the correct documentation or provide information on the rate limits for the Freshsales API? Your assistance would be greatly appreciated! Thank you in advance. Best regards,Siva Priyan

In FreshSales I know it is possible to perform basic calculations and produce a calculated field but was hoping to do this only in reporting rather than clogging up the field list.I’m looking to get a % of quote value converted purchase value/ quote value a a percentage but I can’t figure out how to do this in Analytics without the additional field added in the Deal module.

I don’t see any way to set default values in fields added to Contact, Account, Deal or Custom Modules. For example, I add a checkbox to a Custom Module, There seems no way to cause the checkbox to default to “Enabled”. Likewise, if I add a dropdown list, I have no way to set the default selected item. Same would be useful for other fields such as: Text box Multi-select Date (for date I’d like to default to values such as +7days, +1 month, +1 year, etc. Is it possible to set default selected item? How?

I’ve an ask. I want system to create a new ticket when customer responds on closed or resolved ticket after 15days. This is an urgent ask

Hello We have a lot of Service Requests with custom fields. How can we filter them when searching for tickets, views or create Analytics reports out of them?

Hello, do you have some solutions to make some calculations in analitycs? For example, we have information about amount of improving files, we would like to show how many files were improved, but not the created tickets - according to the number in custom fields of the ticket.

Hi everyone, I am trying to automate the change of the Active Directory title for employees when HR sends us an email. I was able to extract the date in ISO format from the ticket description as well as several other pieces of information using this logic: {{ ticket.description | strip_html | replace: " ", " " | split: "Date du changement:" | last | strip | split: " " | first }} (This allows us to extract the date and return: “YYYY-MM-DD”) Subsequently, I added an expression builder that looks at today's date and the remaining days before the change date: diffInDays(today('America/Toronto'), '{{E3.result}}') Here, {{E3.result}} represents the date in ISO format obtained in the previous step. Then, I configured a condition specifying that if the number of days is EQUAL “0”, then continue; otherwise, the employee's title needs to be changed now, as this means the change is prior to today's date. Again, everything works without any issues. My problem arises with a change that needs to be

Hi Where a ticket field holds a numeric value, preferably in this case currency, is it possible to use analytics to calculate the total value of all tickets that match specific criteria. Eg: Ticket No. Resolution Due By Category 1 Category 2 Value (£) 1 yyyy-mm-dd hh:mm:ss Invoiced Received £1.00 2 yyyy-mm-dd hh:mm:ss Returned Paid £2.00 3 yyyy-mm-dd hh:mm:ss Returned Unpaid £3.00 4 yyyy-mm-dd hh:mm:ss Invoiced Received £4.00 Using the table above as an example, I would like Analytics to use the following criteria to return the total value in column 4. Metric Criteria: Tickets - Total Filter Criteria: Time Period - SINCE - 2020-12-01 12:00:00 AM Category 1 - INCLUDES - “Invoiced” Category 2 - INCLUDES - “Received” “Paid” Analytics would then return a total value of : £7 [The total of rows 1, 2, and 4] Is this currently possible, as I have tested various field types and have, so far, been unsuccessful ? Where a CRM system helps manage the lifecycle of a commercial business, it’s likely

Is there a way to move collaborators to agents?

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

Hello! I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url. I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email. I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well). Thank you!

Hi, I am trying to create an automation which forwards the parameters of a service catalogue item to a script I am running. I am trying to use the date picker, and then pass the full date to my script: Unfortunately, all that is passed is the day and the date of the month: I am using a workflow automation with Powershell - Orch: Am I missing something, or is there no way to pass the month + year when using the date picker? Many thanks, Alex

Managing a support desk operating in one time zone only, but handling customers from multiple timezones, is a challenge. Let's imagine this: My helpdesk has 1 agent. This agent works in timezone EU. This agent handles both customers: Customer 1. Their contracted SLA with us uses business hours in EU, same as the agent.Customer 2. Their contracted SLA with us uses business hours in US, not the same as the agent. How can I set up Freshdesk to support this - so that: In a ticket queue sorted by "Due by" it is related to the specific customer's business hours, and not the agent group business hours? When I pull report on for example SLA violations, these SLA violations are related to the relative business hours of the customer? Example: Customer 2 reports a ticket that has a 1 hour resolution time. They report the ticket at 4PM (US time). The agent (working in EU time) resolves the ticket at 8AM (EU time), therefore violating the SLA. When SLA follows the agent (group) this ticket’s SLA wo

We have used activecampaign in the past and were able to track all website activity. We have installed web tracking code and use webforms but we dont see any website activity being tracked. i contacted their support and was told that I would need to create a hidden field in the form to track . I found that strange. Is web tracking not possible with Fresh?