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Hi,I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details?Thanks

Hi everyone! I would like to ask for some help.I have the task of integrating FreshDesk with Power BI. Here in the forum I found some steps, but I still have doubts and need help to move forward with this demand.I would like to know if there is a step-by-step tutorial for beginners on how to do this integration. From scratch! Because nothing like this has ever been done in my environment. I have already done this configuration: and now I need the steps to proceed with the integration. Can you help me? I would be very grateful! Best regards.

We are fine tuning our end user experience.  AAD SSO is working.  Problem is my users are lazy and when presented with the default Home Page they will click on the Report an Issue button instead of clicking Login link to to view all of the Home Page Cards.  Is there a way to have Fresh Service automatically attempt a user SSO login before displaying the Home Page?  I’ve looked around and searched online with no success.  Any help is appreciated. 

HiI’m a Freshdesk ‘newbie’. We are using the platform as a helpdesk to manage some contract creation with our various clients. It’s useful to keep the audit trail of all the dialogue, search for past work etc. My question is actually simple. I have set up freshdesk to send notification emails to my preferred email address. I would prefer to manage the ticket dialogue with the customer via email, rather than login to the web URL.Is there a way that I can have a two-way dialogue via email (outlook) and the emails all drop into the ticket audit trail?If not, does Freshdesk have a desktop app that I can use to manage the tickets, rather than login to the web url?ThanksMark

I am submitting this as an enhancement, as this functionality does not exist, to my knowledge. There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured. We receive tickets through various channels where we need to set or update the Subject for appropriateness and data governance. When tickets are received/created - the original requester email sets the ticket subject. We need the ability to set/update the subject using Automations, Scenarios, and Canned Responses. That way, when we programmatically or manually respond to the requester, the email subject line appears per our Company Policy and branding guidelines and provide consistency for data governance purposes. Furthermore, it is inefficient for end users to update these manually.

If I have a freshservice setup with three workspaces: ITHRFacilities Currently the service desk has the standard “Raise an issue” card, and if the requester selects it, they go to the ticket form, where they have to select the workspace in a dropdown. I would like instead to have a widget that has an clickable image or button that says “Raise an HR ticket”, “Raise an IT ticket”, “Raise a facilities ticket”. These will go straight to the specific workspace version of the form.   

Are you wondering if it's possible to integrate Freshworks CRM with Honista APK? Let's explore this question together:Has anyone successfully connected Freshworks CRM to Honista? What challenges might you face when trying to use a professional CRM tool with a modified Instagram app? Are there any potential risks to your social media account if you attempt this integration? Does Freshworks CRM offer any features that could work indirectly with Honista?If you've tried combining these tools or have insights to share, we'd love to hear your experiences. Have you found any workarounds or alternatives that achieve similar goals?Share your thoughts and experiences in the comments below!

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I create a new portal or a custom section in the theme (we have a custom theme with Breezy)? I’m not sure what is possible.    

Hi,We want to connect some of the emails that are sent from our platform to the Freshdesk threads using `Message-ID` header. The problem is when we put Freshdesk inbox email to reply-to address, the email doesn’t appear in Freshdesk at all. Here is an example of the flowWe send an email to the client from Freshdesk similar to below From: freshdesk-support@company.comTo: client@email.comCc: platform@subdomain.company.comSubject: Some subjectBody: Email messageThen, our platform parses the email and stores the Message-ID headers and send the following email From: platform@subdomain.company.comTo: client@email.comCc: freshdesk-support@company.comReply-To: freshdesk-support@company.comIn-Reply-To: Initial message IDReferences: Initial message IDSubject: Reminder for some subjectBody: Another email messageand this email reaches to client but doesn’t reach to Freshdesk. When we remove “Reply-To” everything works fine.What could be the reason of this issue and how we can solve it?I’d apprecia

I have a Use case where i have to have managers/ directors and above in the same group to be able to access a specific Catalog item. My problem is that some of these folks are Agents in Freshservice, so i cant place them in a requestor group where i would be able to manage them as a single group. Does anyone have a method where i can create a combined group for these users?   

I am testing the new journeys to potentially replace the onboarding / offboarding journeys. In the new approach, for onboarding employees they no longer click a link in an email to select hardware, instead they are assigned a task and receive a separate email to notify them of an assigned task (horrible approach, but fine I will run with it). I would like to edit the wording of the notification email they receive, since it is not very user-friendly - I see under General > Notifications that it is available but all options to edit it are greyed out. Why is this the case, and how do I edit these notifications? I asked live chat support, but they had no answer or understanding of the problem, so I gave up!   

I have a requirement to allow submission of a service catalog item only to senior leadership based on job title ( Director and above). I can create a requestor group for this but the snag I have is that some of our senior leadership are ALSO agents in various workspaces. Creating the requestor group by job title, does not show those senior leaders who are agents in the requestor group.  Is there a workaround where agents who meet the job title/position criteria can be a member of a requestor group? I already know that workspaces prevent the creation of a global Agent group (which seems.. restrictive) so I’m looking for a creative solution without having to place a senior leadership group in EVERY workspace just so I can surface a Catalog Item. Any/All ideas welcome, TIA.

Hello Fresh Community, I submitted a request to FS support for guidance on removing the menu links for “Onboarding requests” & “Offboarding requests” from FS home URL page. These links are towards the bottom of the page next to “Open Tickets”. I was told by FS support they do not support the removal of these menu links and that I would require to hire a service implementation partner to assist. In my opinion, going through lengthy discussions and paperwork with a third-party vendor was not on my mind to simply remove/hide these links from my org’s user base. Does anyone know how I can get remove these links?   

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 would

When we want to email a Suggested Solution as Inserted Content, the footer logo's get sized 3x or more when recieved in the email.How can we prevent this?Article:Email:Comparison: Any help would be appreciated.

I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.

Looking to understand how to us html to, display a single solution article on freshdesk’s customer landing page.This single article is a table of contents, with pertinent groupings for each article.Any help on how to reference one article and display it on the landing page would be appreciated. 

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’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.