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For incident management- can an incident be fully acknowledged by the group assigned before routing over to another support group?  As an incident manager I want to be able to see initial group/agent acknowledged, document prior to routing to another queue. 

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 

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!   

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.

Hello,I have a problem with a payment for the company Instaview s.r.o.. I am trying to pay for a monthly plan on Freshsales, but I am unable to complete the payment because the system does not accept our DIČ number, which is considered a VAT number for you. However, in our case, we should not have one, as we are not VAT payers.I am not sure how to resolve this issue. I would appreciate it if you could let me know as soon as possible how this can be solved. I have tried everything that was possible.Kind regards,Ľuboš Repka

When  I add the below data to the deal, the amounf of the deal  is  1000 instead of 10000.Product : A Unit Price : 1000 Unit : 1 Pricing Type :Subscription Billing Cycle : 10I need some advice about that.Thnaks. 

I am trying to force a selection for Source. Users leave the default selected, and all the tickets source is phone.  I want to use a business rule to force a selection.  In the ticket form I need to make a custom field “Select” the default, but it seems that phone as default cannot be changed.

I’ve seen this discussed a little bit in the past, but I’m still not seeing any obvious way to do this.We want to turn off the first response SLA, but leave the resolution SLA in place.An example scenario is that a ticket is raised, and we send out an email to the requester automatically via the “Email Notifications” section in the Admin area of Fresh. So the user is already being made aware that a ticket has been raised, and that we will be working on it. Our first responses tend to be pointless, as they just result in a manual response that pretty much is the same of what they’ve already received when the ticket was first opened.So, we want to switch off the first response SLA, and keep the resolution SLA in place. Is there a way to achieve this, even if it’s a bit convoluted to do? We could just set the first response to 12 months, and leave the resolution SLA’s as X amount of hours?

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

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?

Goodmorning, All of a sudden the keyboard shortcuts won't work anymore.If you switch it off and on again and refresh the page it works once after that no response.Has anything changed with the keyboard shortcuts?

When a user (not admin) views their ticket tab and tries to export tickets, the set date option no longer displays the fields to specify the date range. 

I am trying to change the name “Knowledge Base” to “Help Center” in our Portal.   From what I’ve read, it looks like the only way to do this is by customizing the code under Admin > Channels > Portals > Customize > Edit theme. We are trying to not spend development resources on this, but I’m having trouble finding a good way to make this change in the code editor.Does anyone have an existing script that we can use to make this change?

I am helping a client with their FreshDesk system that was set up by their previous web agency. The client has a few different support request forms with some custom ticket fields specific to each ticket form. On their 3 main forms, instead of using the default description field, they created a few customer multi-line fields to ask for more specific information, and to accommodate more than one field for customers to use. The problem is this makes it very difficult for the support agents. All of the most important information provided by the customer is in the Properties widget section, which is quite small and difficult to access. I also noticed that the default "Description" multi-line field not only displays the the content in the Ticket body section, but also provides a rich-text editor, vs plain-text for any of the custom multi-line fields. I've reviewed this page for reference: https://support.freshdesk.com/support/solutions/articles/37588-understand-the-ticket-details-view#The-t

Hello, I'm having the same issue as other topics mentioned:Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com I've contacted support@freshdesk.com but they are taking a bit too long to fix this issue, and we have some tickets open waiting for response. Could someone from here fix this for us? 

We are experiences issues with notifications on Incident cases where a Requester is also an Agent in FreshDesk.The Requester (Agent) updates a case with a public Note or answers an email notification from the case, however the other Agent assigned the case is not consistently receiving an email notification that the case has been updated with an answer. In some cases this works, in others it does not.I can see others have had similiar issues:I am not getting email notifications when a note is added by another agent | Freshworks CommunityPrivate Note Notifications missing for agent | Freshworks Community2 or more agents working on same ticket, Problem with notification when adding notes | Freshworks CommunityIs there a solution for this? A workaround? Perhaps a workflow that can be created?Thanks,Matthew 

Hello, I just started using Freshdesk and I have a couple of questions.1. In the textarea field of the ticket form, Is it possible to A) translate the placeholder and B) disable to code button.2. Is it possible to edit the icons for Knowledge Base, New Ticket and Tickets in the client Homepage?3. I want to remove the portal name from the client home but keep it on the browser title, is this possible?I searched the held section but couldn’t find any info on these questions.Any help would be much appreciated.Thank you.

Hi Team, I am getting multiple reponses as "Undelivered: Ticket Received" on my freshdesk a account for a client. Pls help to resolve. Thanks,Mansi ​@Daniel Söderlund ​@Nav_in ​@mbutler ​@Joshua.Lawrence ​@nick_marko 

A user added a “Public Note” with a code block that is almost 16,500 rows, and the only way to see notes/emails below it is to manually scroll through the entire 16,500 rows, because Page Down and End keys don’t work, there is no scrollbar to drag, and I see no way to collapse the note. I tried “Split Ticket,” but it didn’t remove this note from the ticket - only copied it to a new ticket. Is there another way to deal with a note like this so that someone can easily see older emails in the ticket? Thank you!

Hi,I cant seem to be able to remove or hide the product field in the ticket form. I’m on the growth plan and i understand products are available in other plans, but I simply want to hide it, using  Can view but results in an error. Which seems like a bug.Anyone find a workaround? Hidefields app doesnt show the field. Thanks 

Does anyone know how to find the real estate in the theme files that controls the default “New Support Ticket” and “Review Tickets” buttons?I can’t seem to find a way to affect those buttons in the HTML files or in the style sheet.

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.

Hi,I cannot setup Freshdesk app.It does not recognise the url (copied and pasted from working desktop). It will not send a reminder. “unable to send a reminder at this time”. It has been saying that for 12 hours.Brand new Lenovo tab M8.  Android 13.Any ideas please? 

I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?Moreover, I'm interested in learning about the