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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.

Hi there, Wondering what people have done to deal with movers in a company, rather than starters and leavers. Our current issue is we are told via a standard email to the desk with not much detail, or we ask for a new onboarding requested, which does not feel right.  Anyone created a solution to sit alongside on/off boarding? Thanks,

Hi - We just recently moved to Freshworks and I have been made Admin. We have 2 companies under the one organization. For some reason, tickets that are being created in our support portal are not coming through to our Dashboard. Not sure if there is something im doing wrong or if there is additional configuration required. Please advise. Thanks

We had an incident yesterday where one of our Agents went through and Resolved all of their previously Closed tickets.Is there a way to stop Agents from doing this? I want Agents to be able to Close tickets directly if they need to but I don’t want them being able to Resolve previously Closed tickets again, to be more exact, system-closed tickets.This has resulted in all of our analytics now being skewed due to the system thinking hundreds of tickets were resolved yesterday. Any feedback or suggestions on this would be appreciated.

Hello, We are busy with the implementation of Freshservice, we have a lot of external parties who are mailing our helpdesk as well.  For example; our mail domain is @google.com (Just and example), so our helpdesk mailbox is: helpdesk@google.com. if an external sends us a email to helpdesk@google.com the mail is not imported. So Johndoe@yahoo.com sends a mail to helpdesk@google.com we receive the mail in our inbox but not in fresh / the helpdesk queue.  Is it possible to import external mails somehow?  Mike.

Hi  I see there was a topic where this question was raised before but I think the answer is a bit different from what was asked () And I am looking for the same thing, eg. I have a text or dropdown custom field which I would like to update when I am viewing the ticket list, not the ticket details, but the list I have for a client. So i would like to be able to leave a note on the ticket list without the need of opening the ticket. Like you can update the agent directly from the admin ticket list, but you can’t update a custom field’s value when on the ticket list. Is there any setting missing that could enable me to do that? Or this feature is not in fresdhesk yet? Thank youRita

Hi,we are newbees at freshdesk.I’m wondering if I can run the autmotion rules manually, to clean up the ticket overview.Espacially a rule that marks a ticket as spam.Thanks for a hintgreetsS.Roggatz

HiI have a multiselect field on an Item in the Service Catalog and would like to show field\s based on what is selected from that field.I cannot find the Item in Business Rules - Conditions. I am presuming I should be selecting Ticket Forms. Item?The Item in the Service Catalog is called IT Starter Request and the multiselect field is called Application Access (click on each one to choose multiple).Thanks  

Hi, my custom fields are not appearing in the placeholders pop up under Ticket Fields.i am creating an automation which adds a Task to a ticket and I need to reference fields from the ticket to add to the notes in the Task.Thanks

In our ticket fields, we have the basic choices for sourcesHowever, when I go to create a ticket on behalf of a customer in the tickets section, under the source dropdown, only “Phone” is selectable. How can I set this up so that the other options are available from that dropdown?

Hi Everyone,I’m an IT Service Delivery Manager, experienced with Cherwell ITSM, Zendesk, and a Jira Service Desk administrator in a previous life. I’m new to using Fresh Service, I’ve had some training, albeit limited to certain modules and certain features.My question that I’d like to ask is:I have 2 workspaces, one for “IT” which serves as the primary workspace. We have created a new workspace “Asset Management” because there is another entity in our group of companies that wishes to use Fresh too. We believe that there is a lot of benefit of them joining the fray, so I create a workspace for that business. I have also created a seperate CAB for the new workspace to utilise and added the relevant agents from that business who I want to be members.What I’m wanting to do is to have a Change Management Process for the IT workspace that I have, and then to have another seperate Change Management Process for the new workspace I have created. For clarity, when I refer to Change Management

Hi, I want to update a custom field using the freshdesk API.This is the request I am making:Fresh.tickets.update_ticket(freshdesk_id, custom_fields={'Some Field': some_value}) This is the response I get: freshdesk.v2.errors.FreshdeskBadRequest: Validation failed: [{'field': 'Some Field', 'message': 'Unexpected/invalid field in request', 'code': 'invalid_field'}] 

I want to install moded version of whatsapp due to some additional features which app is best??

When styling the login page is it possible to change the order of and individually restyle the “Are you an agent?” and “Are you a customer?” login links?Ideally we would have the prompt for customers to login be much more prominent and higher on the page than the agent login. It’s not very intuitively laid out as it is currently (why is there a headset icon next to the customer login and the agent login?!). Appreciate any pointers that anyone might have. Thanks!

Hello, We designed Webhooks to call and update external applications from Freshdesk. If the API call fails for some reason, the feedback comes by mail after one hour (3 retries) or so.Did anyone put in place a more efficient and reactive way to handle Webhook failures and can share about it? We are a bit concerned about having to wait one hour to be notified about the failure of the update.Thank you

Hello Freshdesk,We've successfully linked a WhatsApp account to Freshdesk, and the integration process was seamless.As we begin to receive customer requests through this channel, we've identified the need for an automatic reply regarding our office hours, etc. Could you please let us know when this feature will be available?Thank you!

We have a good amount of tickets that are auto closed by automation rules.  Is there a way to exclude these from all SLA calculations or would I need to assign them to a specific group and then exclude that group in the SLA analytics?

Hello all,First I wish you all the best for 2024!My question: I have registered a lot of assets. Each asset has a location.When a customer chooses an asset in the portal I had a hope that the location was filed in automatically. But it turns out that when I add the asset the location needs to be filed in separately. And it is even possible to fill in a complete different location.What do I do wrong? And how do I solve this?Sincerely,Eric

Good Afternoon, Please can you assist in this query. I have had an agent who is unable to send out any emails he receives. The agent is able to see the tickets be raised in FreshDesk, however is unable to respond to any of them as they are undeliverable. Please can you assist. I have deleted the user and re-added them however this has not resolved the issue. Any help  is appreciated.As a follow up on this ticket - I then attempted to respond to this email however it is also undeliverable.

Hi, We have changed our domain to a new domain name which means we had to change all our email addresses as well. After doing that, when a client logs a tickets to Freshdesk, we do receive the ticket, but when we as agents reply to the ticket, it creates a new ticket.I have checked all the suggested setting as from the knowledge base, but it still happens. Any ideas?

Hi, currently I try to integrate Freshdesk in a chat application using the REST api. To do not spam our productive system for the tests, I set up a new freshdesk account and have chosen the FREE version.I tried to first get the list of available tickets according the example curl command: ​curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET "https://domain.freshdesk.com/helpdesk/tickets/filter/all_tickets?format=json&page=1"​But this does not work. So the question is, is the REST API not working in the free version of Freshdesk?

Hello,I’m new to Freshworks in general, and need help with Chatbot. I’m having a difficult time finding a documentation or proper instructions on how to integrate FAQs in Chatbot, so that the customers will click the question in chatbot and receive answers without the involvement of support team.If any of you have a documentation or a set of instructions on how to do it, I’d be very thankful.