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I don't get notifications when users create tickets.I have configured an email address in the email settings.

Is it possible to add a new page to an existing portal theme?  

The call lifecycle feature captures each event that occurs during a call, for example, missed calls, wait queue time, call transfers, and etc, and lets you view the complete journey of a call.Now you will never miss a step or event that occurred during an inbound or outbound call.How is a call lifecycle useful? Easily get the complete context of a call Quickly identify the reasons for missed or ignored calls Effectively monitor agent productivity Click here to know more.

Is it possible to make it so that an agent can delete only their own note (public or private)?

Hi FreshDesk, I’m new to freshdesk and so is our admin.For any ticket I have contributed to as a 3rd level engineer I’d like to get ongoing email notification.Example: Frontline has a problem and asks me for input on a ticket I add a comment to the ticket indicating a way forward From here I want to be notified of all activity on this ticket. This allows me to contribute further if needed.Please advise how to enable notifications for this scenario.I have all available notifications enabled except “Tickets assigned to my groups”Available and enabled in my profile:New responses on my ticketsStatus updates on my ticketsPrivate notes I'm tagged inPublic notes I'm tagged inTickets assigned to meReminders on first responseReminders on resolution timeReminders on next responseEscalations on first responseEscalations on resolution timeEscalations on next response 

Does anyone have the list of default permissions for the “Agent” and “Supervisor” roles? We don’t want our agents to be able to delete tickets. 

Hi everyone: Good to be here, as the title, I try not to display widget after initializing with the following setting:window.fcWidgetMessengerConfig = {          config: {            headerProperty: {                hideChatButton: true,            },          },  }; It works fine, but later when I try to show the widget with ‘window.fcWidget.show()’, nothing happens,Is it possible to achieve this behavior?Thanks in advance. 

Hi all, this isn’t an opportunity to pan Salesforce but rather that I’ve a customer who uses Salesforce and is looking for alternatives.What can you, as a customer that has moved from Salesforce to Freshdesk (or considered both and chose Freshdesk), tell me about the differences?Thanks for your help.

Hello guys. How are you?Currently, when we put a condition that considers the description text, Fresh understands that it's just the FIRST message sent via description, correct?Has anyone ever needed to do an automation that looked at any message sent, regardless if it's the first one or not? Any palliative measures for these cases?I think of this for subject and keyword mapping automations. It would be nice!

Hi -  Trying to import csv from another CRM (contacts), Freshworks advises me "to make sure every record is imported, check if your file has data in these mandatory fields"  A popup then says : Fill any one unique fieldEmailsExternal ID … WHERE are those fields supposed to be?  I cant see them on the mapping or original csv I'm importing.  Do I add them?  Kindly clarify, confusedly, Jason

Hello, I just new to freshworks.., I want to know about the customer feedback system like giving numbers to calling agents,. Is there any option to get feedback from customers..,RegardsMikal…,

how to import my domain (Companie) mail id into freshdesk as contact

Hello, A Customer of us has a Time Triggered Automator set up so that the assigned agent gets an email after X hours assigned.But, now is the question, can we also mail someone that is externally?I couldn't find any workable option, but maybe someone knows a good app or workaround for this?Kind Regards,Chris.

Possibility to open a ticket seems to be restricted for some reason on https://aysa-support.freshdesk.com/Always displays a message “We are sorry. You have been restricted from accessing this helpdesk page.”help please 🙏🏻

I need to change the Contact on multiple tickets as all tickets are being transferred to another person at my customer.Can I do a bulk update so the Contact changes from ‘Bob’ to ‘Anne’ for all tickets?ThanksPaul

Hello We use Google Login to access freshdesk.I can't find API key in my profile settings.What settings should I turn on to active the API key function?Thanks

Hi team.I have a question, do you know if it is possible to reduce the minutes to 20, in this section of freshdesk.I share image.Thanks for your help and timeJcoria

I’m sure nearly everyone using Next Response SLAs is dealing with Next Response being calculated and measured with it isn’t needed. Examples:Customer is just replying, “Thank you.” A customer cc:’s their IT ticket system, and agent replies trigger an automatic reply from that system to the ticket.  The customer is having an internal conversation with their own staff by using the ticket thread. There’s nothing for an agent to do or reply to.We haven’t figured out what to do with these other than make sure the agent objectives don’t require a 100% SLA adherence. The problem with that is agents and managers still have to look at those ticket even if just to say, “Oh, no reply needed.”How do you all handle this?

One of my customers wants to be included in any replies from Support if the ticket is logged by a different person in their organisation.Can their email address be automatically added to the Cc field?Another thread on this forum says it can be done with Dispatch’r but it seems this functionality is no longer available.Thanks for your help on this.

I have changed our agent reply template to the following:However, when replying to a ticket, the old agent reply template is added to the new one. Now our new signature is shown, and below it the old one is also shown even though the old one is not part of the template anymore (see below) 

Background: So our HR team puts a csv on a fileshare with a list of users that have left our organisation. I have a powershell script that checks that share every hour and will only run if there’s a new file. The PowerShell Script handles all the offboarding of use but we’re still required to log the ticket manually on Freshservice.Unfortunately, my API knowledge is very limited and I have no idea how to even get started on this. I’ve had a look at the documentation but can’t see how to implement this into PowerShell.Ideally, this should all be done in PowerShell with no 3rd party programs.This is what I’ve done so far:Typed in the below on a command prompt in Windows   curl -v -u myapi:X -H "Content-Type: application/json" -X GET "https://mydomain.freshservice.com/api/v2/tickets/randomticketnumber"Grabbed the “ Authorization: Basic” value that came up in the output. I used this because for some reason, Postman doesn’t seem to work with the API key even if I set the value to X. Grabbed

Hello, I am having issues with the Whatsapp Business Integration. I succesfully integrated a Whatsapp Business number with Freshsales. Messages arrive in the Freshsales Chat section but Freshsales does not provide the second “tick” / checkmark to the sender. Therefore to the sender it looks like the messages was only sent but never delivered. From a customer perspective this is bad. I am trying to find some kind of work-around. I tried having Whatsapp Business on the phone as well so I could just click through the messages there quickly so the sender receives the second tick. However it seems I cannot install the number that is used in Freshsales at the same time on the phone.Any advise on how I could handle this?

Suppose I want to create a KB article ahead of time, for a feature or tool that will be released in the coming weeks. Or I want to edit an existing article with the updates to an existing feature (phased release, for example).I know that it’s possible to save it as a draft and then manually publish it on the appropriate date, but is it possible to manually set the publish date on an article, so that the update is automatically published? Conversely, is it possible to pre-date the article create date or update date?

What’s the syntax to add multiple tags to a ticket? I’m working in powershell and my script works as expected, I’m just not able to add multiple tags.These don’t work:$body.Add('tags','Onboard/Offboard',’onboarding’)$body.Add('tags',['Onboard/Offboard',’onboarding’])$body.Add('tags','["Onboard/Offboard","onboarding"]') Not sure how to do this.  

Is there a way to simply notifiy all agents, or a group on new ticket created?  Keeping individual agents updated on Admin/Agent Notification per type seems rather error prone. Thanks!