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Hi, I’m sure I’m missing something obvious here but the reopen tickets when requester responds workflow isn’t working for.  When I email in from my test account against a closed ticket the agent gets an email but the ticket doesn’t reopen. Can someone tell me what I’m missing :-) ?  

Hi,We have several email addresses in our Freshdesk instance, each email lands in different group and not all agents have permissions to access al groups.The issue is that all agents can create new email and send it as any of the emails registered in FD.Is there any way to block the users from using all addresses?

Every 3 to 4 months, my customers are blocked from creating support tickets. They see this message "sorry, you are restricted from accessing this helpdesk page."Your company reports to me some nonsense about spamming.That is your problem, not my problem. Why do you inconvenience my customers over and over with a repeat of this again and again? I want no more for my customers to see "Sorry, you are restricted from accessing this helpdesk page.' If you had any customer sense, the message would say “We have a temporary issue that we are fixing.  This is not the fault of Seniorleads.  This is our fault at Freshdesk.”This current message makes MY company look bad. My customer does not understand this is a failure at FRESHDESK -- they think it is my incompetent software people as the cause of this message.There are many ways to solve this (all are common sense):remove your spam detection and do not display this message -- I suspect this “spam blocking” is totally unnecessary and is an idea b

I randomly get a 401 error when calling ‘Statuses’, ‘Priorities’, and ‘Types’.This happens in Postman and via my powershell script (v5.1).  The pm API does not work with PSv7.The odd thing is, the 401 failure does not happen every time,  It does not happen on the same project every time. If it fails, I can call it again and it will work.I’ve tried inserting a wait timer of 15 second between api calls - that does not solve it.I never had a problem before 3/20/2024.  The issue started on 3/28/2024.  I made no attempts between 3/21 and 3/27.

Hi, Is there a possibility to hide the search bar from the portal?Looking forward to hearing from you.Gr.Chris

Does anyone have any clean ways to get the below functionaility working? I want tickets who have not had an updated in 2 days to get a reminder that the ticket is pending a response and then 2 days after that if it still has not had a response close the ticket. What I have done so far is have a supervisor rule to send the reminder and then add a tag to the ticket.Then have a scheduled event workflow to check for the tag and if the tag exists on a ticket then close it. I cannot figure out how to have this second part check if its been 2 days since the tag was added. I also have created a 3rd automation that if a requester responds to a ticket and it has the tag I added on ti then it removes the tag so it doesn’t get caught in the 2nd workflow I mentioned. This feels messy and like it might backfire. Any ideas to do this better? Thanks,Windows13

Hi there, I really like the option to create a Post Incident Report which is saved with easy access inside the Major Incident ticket. My issue is the PIR fields aren't 100% relevant and I'm manually changing them. I would like to tailor the fields relevant to my organization for each report generated. I’ve searched high and low in the admin center and I'm still at a loss. Any help would be much appreciated! Thanks,Alex

Hi all,once a new workspace is created, I have to replicate all the automation I have on the default workspace to the new one, or alternatively, replicate them at a global level.Is there a way to do it in a easy way? Otherwise I need to replicate tens of automations…ThanksMassimo

Hey team,I’ve created an integration between Zoom Contact Center and Freshservice.  I’m attempting to look-up a requester via  /api/v2/requesters?query=[query] using the mobile_phone_number.The mobile number in the requester is in e.164 format and I cannot get any requesters to come back with an HTTP Get.  If I take the same number and put it in the format of (XXX) XXX-XXXX, it will return the requester with this number.  Is the e.164 format supported in APIs?In Postname if I use: https://domain.freshservice.com/api/v2/requesters?query=mobile_phone_number:'+19XXXXXXXXX' I change the format of the number in the requester to (9XX) XXX-XXXX and use this in postman: https://domain.freshservice.com/api/v2/requesters?query=mobile_phone_number:'(9XX) XXX-XXXX' I get the requester.  Any guidance would be appreciatedThank you,Steve

Hi, I would like the name of the agent answering the ticket to not be shown in the customer portal. it's possible? Thank you

Testing out freshsales as an alternative to our current salesforce org. Im loving everything so far, but im stumpped. It seems that PricingType,Subscription cycle,No. of billing cycles have nothing to do with the deal amount. It seems that the deal amount is only affected by unit price,setup fee and quantity.I might be doing something wrong, but if im not… I guess has anyone figured out a workaround to incorporate those details into the deal price. Its pretty big for selling SaaS type subsctiption products..For a simple example.. I set the unit price(license price) at $100 dollars. Selling 100 units. Subscription cycle is yearly and the billing cycle is 5.Right now its just 100*100=$10,000… What makes more sense is that it would be 100*100*5=$50,000.

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.