Solved

When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic. However, we cannot find any user reply to the ticket as a comment on the forum topic.Is there a way to convert the user’s ticket reply as the forum comment? Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

I would like to assign several companies to a contact because he is in charge of them. I used to be able to link multiple companies when creating a contact. Now it is no longer possible. Has something been adjusted ?

I’m new to Freshdesk and have been attempting to import our assets from a csv file.The importer seems to run just fine, but always fails on the date formats.I have set the date format to the default YYYY-MM-DD HH:mm, which is also the exact format used in the csv file.Is this a bug, or am I doing something wrong?

Is it possible to revoke portal access for a single customer?

I try to create a new Service Catalog Item, i want to use the Custom Field “URL”.But all i got is a simple Textfield, without a link or the opportunity to insert a link

Greetings!My university’s operation team would like to utilize Freshservice to manage business contracts. I’m planning to create a restricted business workspace for them to manage things. A few members are currently agents, but I need to add some individuals.I am so confused about what access/license they need. I was sure business agents could work with contracts, but as I read it now, it doesn’t appear to be the case. It seems wasteful to purchase IT licenses in order to use one module.Does anyone have experience using the contract management tool in Freshservice for non-IT items? How did you set it up?

Does anyone know if there a way to schedule a date and time when creating a new task? Currently when creating new tasks, there is no option to do this and the task is auto assigned a due date. In order to set a custom date and time for the task agents need to; create a new task, save it, then go back and edit the task. Only then is the option presented for the agent to set a date and time for the task.  

I am adding a custom app to our Freshsales Suite, and things seem to show up correctly for the Contact menu.Is full page app supported in Freshsales?If not, it would be fantastic if the documentation mentioned where things do or don’t work, depending on the app. For example, using “freshsales” in the manifest DOES NOT WORK, but “freshworks_crm” does. 

Hey there, I’ve been experiencing problems while logging in to FreshDesk via Firefox ( 99.0.1 ). When my agent tries to login it just reloads the login page. No problems occur when logging in with Edge. Here’s what I tried to solve the problem:Deleting Cookies and History (did not help)complete new installation of Firefox (worked for 24 h)Changing the role of the agent (worked for 24 h) Here’s the real mystery: We have a Log-in-again-after-24-hours-policy in FreshDesk. 24 hours after Using the “Change role” way we experienced the same problems again.But changing the role did not help us this time.Resetting the password did not help, either.Of course deleting cookies and history neither.But this time it was not just a reload of the login page but we got this: First this screenAnd when we tried to login with the correct password Is there anyone out there experiencing the same problems or can give me any idea what to try next? Thank you in advance! Ulf

Hello Everyone! 👋We’re all set for the upcoming Freshdesk Custom Objects walkthrough session by  ​@pranav.venuturumilli and Bindu , and I wanted to open this space ahead of time so you can get everything you need.✅ Have questions already?If you’d like our experts to cover something specific, feel free to drop your questions here in advance. Even if you can’t make it live, we’ll make sure your questions are passed along.🔗 Joining linkYou should have received the Zoom registration link by email, but in case you haven’t, here it is again: https://freshworks.zoom.us/webinar/register/WN_zc1VkOwISK-KzdVBX7Zyng🎥 RecordingIf you can’t join us live, don’t worry. The session recording will be posted right here on this thread after the event, so you can catch up anytime.This thread will also serve as a follow-up space — so you can continue the conversation, share takeaways, and ask anything else once the session is done.Looking forward to seeing you there! 

Hi All,the only way to manage multi signature is to use "Signature Management/Plus", but this APP can only assign an signature to a Group or to a Product. In our cases we have more emails to one single product, could be very usefol can assigne each single signature to each single mail. Thanks

Hello,We’re using Faraday + s3 links provided by the Freshdesk API when fetching tickets.  We’re able to download ticket attachments but are not sure what format they’re in when they arrive.We need to be able to encode/decode these ticket attachments and save them to our own s3 instance.  These will be PDFs exclusively. Is this something we need to change in the Faraday settings?

Hello,I am developing an app for the ticket_sidebar.  Are we able to control the vertical height of the app's panel? By default my app opens to a fairly small area.  This forces the user to do a lot of scrolling.I tried using client.instance.resize({height:"500px"});, but it didn’t workIs resizing the ticket_sidebar app in freshchat is possible or not, if yes then how do we proceed with it?Thanks,

Hallo, wir haben seit Jahren teils krasse Übersetzungsfehler in Freshservice. Also an vielen Stellen sind einfach englische Wörter eingestreut. Sind wir die einzigen mit diesen Problemen, oder sind alle betroffen? Der Support von Freshservice kann nicht helfen. Viele Grüße

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.    

Is there a way to hide certain statuses from the main status list?We’ve noticed that Business Rules only hide statuses inside the ticket view, but they do not remove them from the global/main status list.Can you advise whether this is possible? 

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!

When trying to create a ticket through the portal form, I am receiving the following message:'We are sorry. You have been restricted from accessing this helpdesk page’ Could someone help me solve this problem? Thanks for your time and support. André

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?

On Friday, we deactivated and deleted a user from the system. Unfortunately, all tickets that were created by this user (around 80) disappeared, and we are unable to locate them. We need these tickets to be restored and reassigned to another user in order to maintain service continuity. Could you please check if it’s possible to restore the deleted tickets and reassign them to a different user?

I'm trying to create a workflow to reset a Microsoft Active Directory (AD) user password.To do this, I need to generate the username in the format JDoe for a user named John Doe. Input:I want to use the Requester Name field from the Service Item, which contains the full name of the user (e.g., John Doe). Problem:I’ve tried using the following expression, but no matter what I do, it doesn’t work.Instead of getting JDoe, I get JJohn Doe.  concat( toUpperCase(substring(trim('{{ticket.actual_requester.name}}'), 0, 1)), regexReplace(trim('{{ticket.actual_requester.name}}'), '^\\S+\\s*', '') ) i tried different Variation, also the eMail-Adress field, Nothing is working

I want to create a scenario automation for another user but I do not believe it is possible.I can create for myself, all agents or agents in group.Scenario:We have restricted access to agents creating scenario automation to senior agents as the automation can allow for anything including deleting of tickets.The problem is agents want to have some of their own automation for typical ticket updates they do.I want to create an automation for the individual but it is either for myself, All or in a group which does not work for us. It seems the only solution would be to give the user the access but then we run the risk of them creating automation we do not want them to have. Any ideas?

I am a new user of Freshservice.  We have set up some Sync configuration sets to sync our production environment to our sandbox.  We do not seem to have the ability to edit the set once we have created it:  Hovering over the Action column reveals nothing.Accessing the Config Set does not reveal an area to edit:  Can someone point me in the right direction?