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Freshdesk seems to not sending emails anymore from our account, since few days ago. Any clues? 

Hi.We search for ticket tool which will help us to manage issues send by our corporate customers in to our mailbox.Customers send us their tickets with their ID numeration - hundreds in a single day. Customer send us standarized Tickets that has their ticket ID in e-mail subject or body, like:ZAYearMontDayNextnumber (ZA2012106050987)H/9digitnumbers/3alpanumerical (i.E. H/873459876/CNL)C-H6digits.2digits (i.E. C-H763452.34)We are looking for solution:1 to automaticly parse those ID to external ID custom field2 to automaticly connect several emails containing the same external ID (so we will have order ticket and complaint ticket connected somehow in our ticket system)3 to add some tags or issue type when e-mail body/description contains specified words (like ,,complaints” - add ,,complaints” tag or when ,,order” - add ,,order” tag) - i found triger that automaticly finds a word in ticket subject but can”t find a triger that search for a word in body/description (in many ticket tools it

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 ?

Using: /api/v2/search/tickets?query=[query]:The official FreshDesk docs provide this limitation: "The number of objects returned per page is 30; also, the total count of the results will be returned along with the result" and "To scroll through the pages, add page parameter to the URL. The page number starts with 1 and should not exceed 10." This implies that I can only account for a maximum of 300 objects (tickets). What if I have more than 300 objects to account for in a specified interval, say within an hour?The ‘created_at’ parameter is strictly a date datatype (YYYY-MM-DD), so I cannot partition the data according to hours, which would otherwise have been a solution that circumvents the pagination limitation. Using: /api/v2/tickets?:Another significant limitation is the ‘updated_since’ parameter. It only applies to tickets that have been updated at least once during their lifespan. Tickets that are not updated will not appear in the API response, further restricting the data that

Hi, I just newly signed up with the trial account but keep on getting this issue when creating tickets:https://global7925.freshdesk.com/ Appreciate your immediate response on this as this is needed for a client demo. Thanks!

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.

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

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!

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal. 

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks 

I’d like to understand the recent trend of % of tickets closed by the requester. I know I can use this action in automation rules, but I have been unable to find the metric in the reporting engine.

Hi Community,Wondering if anyone can help.I am trying to create a FreshService ticket in PowerAutomate when someone fills out an MS Form. However, the FreshService connector requires the Requester's ID, which I thought would be straightforward. I added the dynamic content email address from the MS Form response, but it fails asking for a number. I need the Create Ticket to come from the user how completed the MS Form does anyone have any thoughts why this is not working or how I could achieve this? Many thanks 

I’m making requests to bring ticket data and I’ve included the stats. However, I noticed that in some requests the first_responded_at field has a date before created_atExample: "created_at": "2025-08-04T21:17:28Z",        "updated_at": "2025-08-29T14:40:53Z",        "associated_tickets_count": null,        "tags": [            "PROD02221-594"        ],        "stats": {            "agent_responded_at": "2025-08-06T20:43:38Z",            "requester_responded_at": "2025-08-06T19:47:42Z",            "first_responded_at": "2024-12-02T21:53:47Z",            "status_updated_at": "2025-08-11T15:30:51Z",            "reopened_at": null,            "resolved_at": null,            "closed_at": null,            "pending_since": null What could be causing this?

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared.Any help is appreciated  

I set up an Enterprise Freshdesk instance independently for my team outside of IT since they were not ready to commit and now, they want to discontinue mine, set up a new Enterprise instance, expand it to other teams and basically take ownership. I spent a lot of time setting up the automations, fields, etc and we have been using Freshdesk for well over a year now. Is there any way for me to export everything I have created so I can import it into this new instance? Or do I have to manually recreate everything all over again?

An internal policy we have is to keep the conversation the customer has to the same agent whenever possible. I’m looking for a way to set the assigned agent as none if the assigned agent is unavailable and the number of agent responses on the ticket is 0.It appears automations can only reference agent availability for Update Automations, and not Time based automations.Any ideas on how to achieve this? Just not possible?We’re currently just telling the team to set themselves as unavailable half an hour before they end a shift but would prefer something more reactive.

We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place.The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed hereNo company name is displayed here. No way of comparing each ticketAlso no company name here. And below this is a huge amount of white space that could be utilised better.There is a humungous amount of white space below the last screenshot, which really should be used to display additional information.

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:postmaster@outlook.comYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. For more information please go to http://go.microsoft.com/fwlink/?LinkId=526653 AS(8561) [ME3P282MB1553.AUSP282.PROD.OUTLOOK.COM]'Original message headers:Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458%5]) with mapi id 15.20.51

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created.  But now it doesn’t use the full name, but rather the 1st half of the email address.  Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name.  So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

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?

Is there a way to upload holidays in a CSV , cant be selecting one by one for each group Country holidays there sometimes not accurate 

This is going to be a little bit rant-y, but I’m very frustrated with Freshdesk Support. I have submitted 2 different support tickets to Freshdesk support requesting help with a variety of issues over the last 7 days and have currently heard nothing on either one. This is particularly frustrating because on day 5 I resubmitted the first ticket to freshsales support instead and received multiple responses plus a resolution within 24 hours. Presumably these are two different team of people who are likely working completely remote from each other but the Freshdesk support is frankly bordering on embarrassing at this point. Not to mention I now have a third open ticket that appears to be intended for an internal sales agent to reach out to us and try to up-sell or otherwise “close the upgrade” in our plan. I can’t tell if whoever is running that support is clueless or what is going on but if our company wasn’t so set on using Freshdesk this would definitely be enough to get us to consider

On the dashboard (tickets) where you can view as a table or card, in the table view it would be great to have the ‘Modified Date’ so a user can see exactly when the last update was made. (You can sort by Last Modified’ but having that date would be awesome and helpful. Right now, you need to click into the ticket to see this. The table view only has ‘Created Date’ (Card view in the body of the information displays Created Date but again Modified Date or Last Modified Date would be so helpful. This shouldn’t be a large effort as you already have the info. Just need to display it.

Does anyone have suggestions for how to improve our IVR messages? In particular, the wait queue and call back messages? Here’s my situation:Call goes into the queue Play wait queue for caller that says something like, “All agents are busy, please hold or press * to leave a voicemail.” Append queue position I’d like to enable callback so immediately after the queue position the Callback says something like, “Press 1 to remain in queue or press 2 to leave a voicemail.” If callers presses 1, it repeats the wait queue message above (#2) and the queue position.. over and over and over.This means the customer experience goes something like this: “All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…Press 1 to remain in queue or press 2 to leave a voicemail...All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are busy, please hold or press * to leave a voicemail… You are number 1 in line…All agents are bu