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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

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

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?

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? 

Is anyone else able to shed light on the non profit pricing options with Freshdesk?They have a whole web page Helpdesk Software for Non-Profit Organizations - Freshdesk | Freshworks about how they help NPO’s and offer discounts yet I get when it tells you to complete the form you end up with someone from sales calling you.Initially they seemed shocked I was even asking for discount, then came back with a fairly minimal discount for a high subscription compared to many other offerings. We want to use Freshdesk as we have some experience of it but not so sure on the non profit support?  

This doesn’t work: https://support.freshchat.com/support/solutions/articles/238297-how-do-i-hide-the-freshchat-widget-on-certain-pages-of-my-website-I get the following console error: Uncaught TypeError: Cannot read property 'init' of undefined

Hi how are things?Maybe you can help me.For my small business, I want to buy the growth plan, with an agent, my question: how many parallel simultaneous sessions can that agent have? Can you have multiple simultaneous sessions on different devices?Thank you

Hi, very new to Freshservice.I’m trying to associate impacted services to a ticket, however there obviously aren’t any services.Now, I can’t figure out for the life of me where to add these services that should show up in this list.I have some “services” in my service catalog, but I’m assuming that shouldn’t be a part of this.

Concerns regarding the Hep Center (knowledge base) automationDark Mode Theme: a. Does Freshdesk offer a dark mode theme option? If yes, guide on how to enable it. b. Are there any plans to introduce a dark mode theme for the platform? c. Do we need to install any version for it? Font and Spacing Customization: a. Is it possible to customize the font style and size within the support articles? If so, what customization options are available? b. Can we adjust the spacing between lines or paragraphs in the support articles? If yes, how can we make these adjustments? Related Article Suggestions: a. How does the platform determine the related article suggestions that appear at the end of each support article? b. Is it based on keywords of the primary article, tags, or other factors? Please provide details on the algorithm used to generate these suggestions. It would be great if you can help me with the link and proper navigations regarding the above concerns. Thank You

Send an email when ticket task is overdue. Is it possible in the Workflow Automator?

Hii can’t add meta channels. Error adding channel it sounds as revoked permissions someone of my old team did on Facebook :(could you help me?

Hi,We have whatsapp in freshchat combined with freshdesk. All works fine.Can we install whatsapp business on mobile phone so we can use both. Offcourse the same business number.How to handle this?Any suggestion will appreciated?

Hi there,Is it possible to send a blasting message on WhatsApp Business account by Freshchat?

So in webhook settings there’s an option to get Agent name like so {{ticket.agent.name}}.But that name only return Agent’s name that the ticket is assigned to. Is there a way to get name of who replied to the ticket? maybe like {{ticket.replier.name}} ??

Hi There, Did you know, is it possible to have an integration of Freshchat and some e-Commerce platform on each country?Our leads challenges us whether is it possible to have the integration?

How to create webhook for contact creation/update using rest apis 

Hi,We are planning to market the Freshservice mobile app to end users. I checked the user guide and it looks prefect. Ask from client is if we can get a German version of this guide as well as we have a large user base in Germany. Can anyone help.

I’ve had some questions come my way surrounding the Satisfaction Survey module which I could not answer without first performing testing and/or reading relevant Support documentation.I’m wondering if there’s anyone out there who has extensively used the Satisfaction Survey module and managed to work around any potential or perceived shortcomings or can offer some insight? Firstly, can you indeed only have one active Survey?As per (https://support.freshservice.com/support/solutions/articles/219453-creating-customer-satisfaction-surveys-for-your-it-service-desk) it sort of eludes to this:Note:The active survey will be attached with Ticket Resolution/Closure emails or Replies based on your configuration If so, does that necessitate creating new surveys and deactivating the existing one in order to activate the new one if your organisation were to, for example, start putting the feelers out for new types of feedback? What perhaps adds strength to this being a fact is that there is also onl

Hi everyone!Just getting used to using FreshSales and understanding how this awesome tool can benefit our team.Even the basic email tool is rather dynamic...and almost TOO much so.My question, is there a way to set permissions to simplify the formatting options in emails?  Our team has a tendency to copy + paste many pieces and parts together in to emails and it seems as this can lead to the emails looking rather poor sometimes!Instead of teaching folks out to clean it all up, and not have 14 fonts & 4 font sizes and everything all mixed up...is there a way to have a default setting, not matter the content that is copied in?Thank you! :)   

Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.

HiOn my portal i have 2 different forms for my customers, creating different types of tickets. Now i would love to set up a filter for my agents to only see tickets that are created in a specific form. If you view the details of a ticket, there is the information about the os, the form,… but i cant find a way to use this as a filter. Reason i need this:I need to have asome kind of identification on my tickets that are unique based on what kind ot ticket they are are not changeable by anyone after creationif there is another way help would be appreciated, thanksChristian

Hello,We are attempting to sync our contacts with Office 365. While we have successfully installed the Outlook Sync App, the synchronization does not initiate.Does someone know the necessary permissions in Office 365 to enable contact synchronization? Additionally, how can we manually start the sync process?Thank you.