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Why are the follow items greyed out and how do I edit them.  

I’m looking to see if anyone is using Freshdesk for internal tickets, as well as customer tickets.We have Freshdesk deployed, and despite only being 3 months in, we’re using a lot of functionality.I’m looking to see if we can decomission the tool that we use for internal tickets, but I can’t see how I can associate an agent with our internal company - to then create some views/email alerts for internal tickets.Currenty, an agent can log a ticket against thier own name, but it gets lost within the customer tickets.Is anyone doing this, or have you a seperate instance of FreshService (or another tool), for internal tickets?

We create a product quote for the customer and save as a deal - the customer can buy at multiple points from the quote, so on the first purchase we mark the deal as won and update the deal value to reflect the actual order amount (the original quote value is stored separately) But if the customer makes a subsequent purchase from the same quote, what is the best approach to record this?If we update the Deal with the net total of the purchases we loose the fact that the customer placed multiple orders against the single deal. I’ve thought of auto creating a new deal linked to the original quote but making the quote ID non-unique takes away the ability to search by quote ID with the API call so I’d prefer not to have multiple deals all referencing the same quote.Anyone out there have a good way to record order #1 order value #1, order #2, order value #2...etc.. against a single quote or deal? 

Hello, I’m having one very inconvenient issue, when I’m talking with a customer through email on the dashboard and send him my calendly to make a booking - sometimes client uses a different email so I have no idea who booked that meeting.Maybe it is possible to have some kind of a template and pre-fill customers email (use the one that we are sending this email to) ?I am relatively new to freshworks, so please let me know if there are better ways to manage bookings, appreciate it, thanks!

I have a React App where I have made a React Component to call the FreshworksWidget.This works great for sending props for API commands like:`FreshworksWidget('close')``FreshworksWidget('open','ticketForm')``FreshworksWidget('open','article', { id: ${article} })` But when I try to call:`FreshworksWidget('prefill','ticketForm', { type: ${request} })` I am receiving the error `VM4910:1 Uncaught SyntaxError: Unexpected identifier 'XXX'`where ‘XXX’ is the string from ${request} Is there something different in how ‘prefill’ works? All attributes of ‘prefill’ generate this error. e.g. subject, derscription, etc.

Hello, I have “maybe” a problem with this request to configure DKIM.In my account shows that i have 2 domain names to configure:gmail.commycompany.comFor dns records I’m using cloudflare. so it was easy to verify “mycompany.com” - tooks seconds Now, what about google.com (gmail.com)Why should I update on gmail? Our suport helpdesk receives emails to one address only: helpdesk@mycompany.com. this is managed (like all our emails) indeed,  on google workspace, but, the dns records are all managed on cloudflare -  it doesn’t matter who is the registrant of this domain name.  and now, let’s asume that… I HAVE TO CONFIGURE on gmail as well - where I can find this , where should be configured? Thank you,Laurentiu 

Is it possible to add a ticket status for only a specific workspace? I am attempting to modify the ticket status field inside of a Workspace, but it is inheriting from the Global ticket fields and shows that it is unable to be edited. The documentation mentions the ability to modify the ticket status field inside of a workspace, but in practice this doesn’t appear to be possible.Understanding Custom Ticket Statuses: https://support.freshservice.com/en/support/solutions/articles/155560--understanding-custom-ticket-statuses 

Not sure what we are missing in our tenant but we don’t seem to have the Tag feature in global admin or any of the workspaces that is referenced here: https://support.freshdesk.com/en/support/solutions/articles/196897-what-are-tags-how-can-i-add-merge-tags-I wanted to see if it was perhaps possible to ‘protect’ tags; disallowing requesters/agents to remove specific tags from tickets.

Hello everyone :)is it possible to move a ticket to another workspace and then adding the previous agent as a watcher?I didn’t see an option to do that nor does the workflow automator seem to allow this.We’ll have agents for each workspace and they’re supposed to be confined in their respective workspaces; so straight up giving them access to the other workspaces is unfortunately not an option for us.edit:In the workflow automator we can set an action to add specific watchers to the ticket after it is moved to another workspace, but we need it to auto-pick the agent that originally grabbed the ticket.

On the ticket list, the filter has category, but you can only select one category.  How have you all worked through searching for multiple categories in the same list?  Anyone created a report in Analytics?  Any other ideas?

I am looking for a way to create 1 or 2 additional fields on the Contract record in FreshService. This will better help track the Department that owns the contract record. Any thoughts?

We are exploring moving various teams to workspaces.A question for those already setup with this new feature, what is your criteria for deciding if they team should exist in their own separate workspace or if they should be a separate group within an existing business workspace? Do I lose any features or functionality by setting them up with their own WS?

For about the past half hour, FreshChat messages have been blinking in and out for us, I reached out to FreshChat support through their chat and haven’t heard anything.  Anyone else?

Hi, i setup a “Help-Center” by the Freshdesk Support Pages. I started to edit the template.The Help-Center is only FAQ, nothing else.Whats the fastest way to implement this Freshdesk Support Center into my website? CNAME: I know i can setup a subdomain and modify the CNAME Con: Editing the template is really hard. I want also the header and the footer from my website there. API: I know i can get the content from freshdesk via API. But i want to keep the search-bar and the “Was this article helpful?” question. Is this possible through the API? iFrame: This is very ugly but it should work. Do you think so? Do someone knows a better solution?What would you do in my situation? Thanks in advance.

Hello,  Our team has been looking to make use of ‘Change’ ticket’ (https://support.freshservice.com/en/support/solutions/articles/50000001761-requesting-changes).  From what we checked on the Portal page, it seems only Requesters are able to submit a Change ticket. Is there a way to allow Agents user to also use the form to submit or could someone please confirm if it’s only available for Requesters user?   Thank you 

Good evening,We were testing Freshdesk (free tier) and decided to change our support email before going live.I’ve configured and logged in to the new address (365 integration) and it receives messages and creates tickets fine, but it does not send anything back to clients. The verification email never arrives, but I know we’re logging in and working since inbound emails are creating tickets.We’re hoping to go live as soon as possible, thanks for any pointers to get this fixed.~Whysyn

Currently, new messages from the same user are being updated in the same old ticket, even though the ticket has been closed for almost a month. This makes it difficult for me and my team to manage the tickets.I would like to receive a new ticket when a user sends a new message after the old ticket has been closed for more than 1 day.I've tried to follow the steps outlined in this topic (https://community.freshworks.com/ticketing-agent-productivity-11362/new-ticket-creation-on-old-closed-ticket-31232), however, it hasn't worked for me.It would be great if someone could suggest how to adjust the settings. Thank you.

AD B2C integration in FreshWorks SSO with OIDC - Login error We are still getting the following error after user authenticate on B2C.Aadb2c90183: the supplied code_verifier is invalid correlation id We are triggering the process with a launch button in our page to open the agent login like this:Can you provide some advice on this please?

Hi, we are using Freshdesk connected to our GoogleMail-Support-Adress.This was working for 2 years without any problem - just today we got confirmation that there is no server connection. When loggin in to Freshdesk we can connect (and also reconnect) to google drive.But when saving we got the message that there is an error with authentification on SMTP-Server - but we did not connect via SMTP, we connected directly via Google-Login.Whats the problem?! Thanks in advance!

I am completely new to creating or customising the portals , can anyone help.I have never written HTML / CSS in my life.I want to remove the welcome and sign up section on the headers, can this be done? 

I have an automation that it has been working great, I added an action to the end of the actions already in the automation to trigger a webhok. The first action is happening correctly, the second action is not, is there a log to see why is this happening?

I am looking to understand how if a customer sends and email how do they set the prioroty/urgency of the ticket?

Is there a way to prevent agents from removing themselves from auto ticket assignment? We are having issues with this which is causing uneven ticket distribution to our groups.If its not possible is there a way to bypass their do not auto assign status in another way?Does anyone else have this issue? 

We have had several instances where the customer misspelled their email address, and consequently did not receive any response from us when we responded to the ticket. We get an “undelivered” notice when this happens. We do not want our customers to think we’re not replying to their questions. Is it possible to implement a second, "confirmation" field for the email value, to help mitigate this issue?

Hello, I’d like to enable our distribution and service partners through Freshdesk rather than having a independent LMS. How is it possible ? Including videos in articles is not for me a sustainable way to track and measure enablements of partners. I’d like our partners to use the Freshdesk portal login, then find a section where they see the different certification programs, built on videos and a certification test at the end. Ideally something like Freshwork academy but in the Freshdesk portal , connected seamlessly and transparently with it.I am not sure if Freshdesk offers this today, has already an integration built for this or if it requires a customisation to connect a third party LMS app.