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I have created automatic responses that get  triggered under certain conditions.I was expecting to see them directly on Freshdesk, on the ticket that triggered the automation.However, the response is never visible on Freshdesk. Only on the requester email inbox.This way  I have no way to know which ticket has been responded with an automatic reply and which isn’t.Any way to fix  this?

Hi,I have created multiple forms in the portal based and with FreshDesk default functionality these forms are available as drop-down in the portal.So my question is, instead of form drop-down can I have these form represented in any other visual representations (example each form as Buttons or Labels instead of Drop-Down Option) ?Please adviceThanks, 

Is there a way to link the Timelogs in Fresh Desk with the timelog in JIRA ?

Looking for a way that I can make certain tickets private where only VP level or above could see them.  Agents would not be allowed to view 

Hello, I already have WhatsApp business if I buy estate plan of freshchat  it’s free? 

Hello,At the moment the Reply is Sent rule will trigger whenever a response is created on a thread, even if that response came from a CC email and not the original requester.This is very confusing as the system will trigger “customer responded” on the ticket, even though it was actually the CC’d contact that responded.Has anyone figured out a way to have Freshdesk differentiate between these two?

Hello!I've been searching the community but I haven't found much information about it or users with the same thing happening to them.Our customers usually respond to a ticket with confirmation of whether or not their reported problems has been solved and, in addition, they ask about other matters. As you can imagine, we manage new questions in different tickets, so we must split the ticket based on the last response from the customer.The problem is that when splitting the ticket, the customer's last response is copied to the new ticket and removed from the original. In this situation, we must copy the customer's response from the new ticket and add it as a note in the original ticket, causing a significant loss of time every week. It is important to keep the response in the original ticket because it usually contains relevant information for us.My question is, is there any way to fix this automatically? If someone is in the same situation, do you follow a more optimal workflow than the

Hello, I’m new to rest api calls, when I run this command I’m not getting any output:curl -u myapikeyhere:X -H "Content-Type: application/json" -X GET -O 'https://mydomainhere.freshdesk.com/api/v2/tickets' Substituting in the API key from my account and my company’s domain, the result is coming back as blank. If I add a -v onto the command I can see that it’s returning with a Status of 200 OK, which is what I’m expecting to see. However, I’m also expecting to see a list of tickets or some other information like is suggested in the API Reference document. For reference, I’m running this command in a BASH terminal, I don’t think this should make a difference but I thought it’s worth noting. Any help is appreciated.

We had an issue that a Contact was flagged as SPAM. It took way to long to go through 2800 records looking for the contacts emails and marking them as not spam. It would have been much easier to be able to sort my contact so it would have grouped all of them together and reduced missing some of them.  

We are using the Sprout version of FD, upgrading later this year. The Dashboard shows 1 open ticket and 1 unassigned ticket. When I click on either one I am taken to a page that says “No tickets here.” Where are the missing open and unassigned tickets. We want to close them out.

I have an automation that adds an ‘inbox’ tag to all messages and notes where I am the owner of the ticket or when a ticket is assigned to me. I would like to add another automation to remove that tag when I respond or add a note to the ticket. I am doing this to simulate an email inbox since the only activity view (that I know of) is the dropdown at the top of the screen that is incomplete and not very user friendly. 

Hello to the community, Our company have concerns that seems to be occuring in multiple account. After a look to the support, I was not able to find a precise answer to this problem. By advance, thank you for the help you could provide. First problem :Sometimes, when our customers respond to a mail sent from one of our freshdesk mailbox (contact@ or order@ for instance), using the “forwarding” or “answering” option, some of them never reach freshdesk. It means that we have an initial ticket with the original mail but nothing more (no new ticket or new message on the original ticket ID). It does not seem to follow any pattern, because we still receive some response. Is it possibly associated to the Gmail account parameters that prevent some to land in freshdesk feed in some cases ? That is a bit frustrating to answer to upset clients without being able to catch their answer in a first place. Second problem : Also, we have another concern where forwarded email do not make it either (exam

My parent organisation’s IT team has updated its CNAME records as instructed, but my DKIM settings still cannot be verified. The email address we’d like to use is a subdomain of the parent organisation, for example:organisation = org.ac.ukdepartment = dept.org.ac.ukIf that’s the cause of the problem, could you please suggest a workaround or alternative advice?Thanks a lot, Alastair

Hello, I am James from Chicago. I'd want to change the default Freshdesk theme and add a background image to the search bar.How am I going to do that?

Hello, is the login credentials different for Freshworks Community and Freshdesk Support? When I’m logged into Freshdesk Support I’m not automatically logged into Freshworks Community, is that expected?

Do you have any reports you can generate to track these Arcade points and badges?How do I see who has won each month or how many points are missing for certain missions?why not also consider Freshchat?

Hi All,I’m fairly new to Freshdesk but have been building a instance for my current company. As part of my Help Portal, I’m attempting to build an all-encompassing form that has some field multi-selects with inputs. I’ve read several Freshdesk help articles and tested quite a bit however I’m not find a definitely answer to if the following is possible:I want to create a drop down field where if a customer selects Company A → They can input their specific domain (text input) versus if they select Company B→ No text input field shows. Is this possible with Ticket Fields? If so does anyone have relative documentation/instructions on how to achieve this?Thanks in advance,~Adam

Hi, We use Omniroute for ticket assignment, we have set a maximum ticket limit to 15, however, Agents can sit with less than this number for a short while. How long does it take to refresh / update so that when the Agent is below the maximum it will assign new tickets? Thanks

Hello, I would like to edit the default theme of Freshdesk and want to add a background image on the search bar? How can I do that?

Hello @all,i would need some help with an automation rule that forwards the last public comment (or reply) with real attachments, if any, from a child ticket to a parent ticket.I got it to work but what i have problems with are the attachments. If i use {{ticket.last_public_comment}} as a placeholder i get the last comment and links to the attachments if there were any. If i add {{ticket.attachments}} nothing changes. This placeholder seems to do nothing.Isn´t there a way that i get real attachments forwarded? Is there another placeholder that i don´t know of? This is  what i have so far: Thanks for your help! 

Hi, I have a setup where multiple agents are all using the same project email address. Still, we do want to make a distinction between the agents and assign tickets to specific agents. However, it seems that every agent needs to have a separate email address inside Freshdesk. Is there a way to solve this and use the same email address for multiple agents?thank you,Roger Leenders

Hello to all, In our company, we have several teams who can answer customer issues. Today, only my team uses Freshdesk but we want to have 2 other teams to come too.For this I added the two other email addresses in Freshdesk to start getting ready, so that I have :support@our_mail conseil@our_mail coprolib@our_mail My issue is that when a customer send an email to several of these addresses, it creates 2 tickets instead of one even if one was the direct recipient and the other only a CC. Is there a way to avoir creating two tickets ? Or to merge them ? As a bonus, we sometimes get messages from customers not directly addressed to us but as CC. I would still want to get them but, as we are not directly involved, I would like to be able to tag them (either with a tag, or a spectial status). Can I detect this in the automation ?

In big need of help with an idea on how to add, as a note, a new ticket, if that thicket has an existing one’s number in it’s subject, or body.Ex: I have an ongoing issue, in discussion with a customer and his ticket number is 12345. He sends a new message in which he mentions “ticket 12345” in the subject or body of the message, but that only creates a new ticket which i need to merge with the old one… It’s tiresome and wastes a lot of time...Can this new message be added as a note to my existing ticket?Could these notes be made out to different agents? Maybe set some automation rules?I can’t find anything on this subject, so I’m really looking forward to some help on this issue.Thank you!

Hey guys, Can I create articles directly under Categories, so the user won’t be able to click the Folder? In our case this would be an unnecessary step to get to the article directly. Can I either: Make the Folder not clickable Place Articles directly into the Category (without creating a folder)Thanks in advance!

When we’re trying to open CRM portal v2011 with chrome or edge but aren’t seeing anything, we are seeing just an empty page. But we try to open with IE, portal is working, main page is opening.Also an extra information we installed update roll 6 last.What can we do for open to browser other than IE?