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I was searching to find the best way to manage feature requests and bumped into this thread: https://support.freshdesk.com/support/discussions/topics/50000003204 - this looks like the FD forum software we have. I started milling around and found this site.  A lot more sophisticated functionality.  Badges for end users for example, very visible upvoting (below example) 

I am having an issue getting my distributors to create tickets through the Portal.  I am looking for a way to reject the email attempt, and send back an automatic response via email, to make/force them to create the ticket through the Portal. 

Hello all, I have today several automatic action to allocate tickets to specific agents.Would it be possible to suspend the automatic allocations when my agent is not here (in holiday or sick) so that another agent can manage his tickets ?I’m ready to use complex roundabouts if afterwards we only have to say « Christophe is away starting today » and « Christophe is back ».

Hi I have created articles with video hosted in Vimeo.When I edit the article with Edge, it deletes the inserted video HTML code !? Tested on 2 different workstation / account.Any idea ? any workaround ? any solution ?   

Please check 2 seats are available for the users. We unable to create a Freshdesk account for this particular user. PFA screenshot of an error. ID: A.khan@zellbury.com 

Is there a way to have the Parent Ticket Auto Closet once all Child Tickets are Resolve status?

Hello,  few month ago I bought Helpdesktheme but now site si offline...are they still partner?

HiWe’re on the old Garden plan, and I have multiple customer portals in our freshdesk. Currently they are all set to publicly available. However, i’d like to set some as public and some as logged in users only.How can I do that? At the moment there’s only one settings that is applied across all. Thanks. 

 Hello everyone.I am getting an error when I try to create a new agent. “The agent could not be saved. Please try again." There are 2 agents in the system together with the administrator. Why is that?

Hi,I’m new to this community.I’m trying to find a solution to the following problem.We have a SaaS product and using Freshdesk (FD) as our helpdesk system. I’m trying to start-up a community forum on FD but only for paying clients on our SaaS product. I’d like to have them registered and authenticated by our SaaS product accounts rather then google or FB etc.Is this possible?We don’t want to have their contacts created in FD due to PII data concerns, just authenticated via our product.ThanksShamila

Hi Team,We have received an email from the customer with an issue, as per the information in the website this email should be automatically converted into a ticket and it should be available in our account dashboard. But now the emails are not converting into a ticket automatically and those are not available in Dashboard. Thanks Gowtam 

HiI am getting You are not authorized to perform this action. while I am trying to get “api/v2/groups” api. It seems I need permission. How can I set admin permission to the key. Thanks,Masum

<script>        window.fwSettings = {            'widget_id': 67000000128        };        var url            = window.location.href;        var systemName    = "VuPoint Ticket";        var pathArray    = window.location.pathname.split('/');        pathName        = pathArray[0];        if (pathName)        {            switch (pathName.toLowerCase) {                case "asset":                    systemName = "Asset Manager Ticket";                    break;                case "servicequote":                    systemName = "Service Quote Ticket";                    break;                case "order":                    systemName = "Order Ticket";                    break;                case "customer":                    systemName = "Customer Ticket";                    break;                case "newproductquote":                    systemName = "New Product Quote Ticket";                }        }        FreshworksWidget('prefill', 'ticketForm', {            type: '${sys

I have a user having an issue pasting an image from the snipping tool to Chrome. It works without issue in Firefox, and she also has no issue pasting in to another workstation’s Chrome. She’s using no extensions.She gets the error “Image cannot be loaded from the passed link”.

Hi there,We often forward tickets to a 3rd party for comment. Usually when they respond, it appears as a private note. This is expected and desired behaviour.However, if they respond from a different email address, e.g. if the forward is to info@3rdpartyco.com but the reply comes from joe@3rdpartyco.com, the response is added as a public response.This creates an issue, because then when we later respond to the customer using "Reply", the 3rd party's response ends up in the email chain.Some may say this is expected behaviour, BUT, we actually have info@3rdpartyco.com and joe@3rdpartyco.com set up as a single Freshdesk contact with multiple email addresses. It seems as if Freshdesk is not being smart enough to recognise that this is the case and that the response should therefore be private, as its the same contact that the ticket was forwarded to. I would say this is either a bug or a lack of what would be intended/expected functionality.Can anyone comment or share their experience?Than

Hi,how can I copy data from all my tickets that is stored in the default field Type to a my new field keeping the same information?Default field:New field: The reason for the copy is that we stared a few years ago using this default field but now realize that it was a mistake. We want to start using rule based sections to show fields depending on type of question and default fields cannot be moved to sections. So basically we want to take our hundreds of tickets an copy the data as is between to identical fields. RegardsHenrik

Hello, from today we have a problem with creating a new ticket. We tried to create it from 2 customer accounts with Chrome, Edge and old Internet Explorer. All those web browsers have the same problem with “Send” button. Nothing happens when we click on it.Thank you for help.

Hello everyone，May I know how to change the tab color of the “New support ticket“ and “ Check ticket status”?Which color configuration items should I modify, please?  

I am trying to integrate our FreshDesk application with GitHub, using the app described here: https://support.freshdesk.com/support/solutions/articles/214680-the-github-app However, when I go to the “Add More Apps” page and search for “GitHub”, the app in that article does not show up. I only see third-party GitHub apps that require separate accounts with their developers, not native FreshDesk apps. How can I find and install the app described in https://support.freshdesk.com/support/solutions/articles/214680-the-github-app ? 

I have followed the instructions for DKIM and published the 4 records.As you know, one of the records instructed to publish does not end in “_domainkey”.  it is simply “fddkim” which resolves to “spfmx1.domainkey.freshemail.io”.That fddkim dkim key always fails and I assume it is because the string _domainkey is a fixed part of the specification. I have tried to add it to my DNS provider both ways (with and without “_domainkey”), and it always fails. What is recommendation?  It would seem that you are recommending that we publish a record that violates the DKIM standard.  Thank You

Hi there!  I was using Freshdesk with my old company (on the Free Plan), and we were able to change our Portal URL to ourcompanyname.freshdesk.com.With my new Freshdesk account (also on the Free Plan as of now), I can’t see where to change the Portal URL (or, it may be possible but only on paid plans).  My Portal URL looks like this currently: https://newaccount1629218155763.freshdesk.com/I’d love for it to have my companyname.freshdesk.com.  Is that still possible in the free plan or do I need to upgrade?  Thank you!

Hello community.I have been struggling with support in order to sort out a problem about a race condition.I developed a bunch of automation rules + a serveless app to handle notifications based on a condition. The main purpose of this functionality is that once agents select mark a custom field it creates another ticket on a dummy group to handle times since this field has been marked so I can handle events based on that. From now on, this ticket is called Handler(I had to do it in that way as far as Freshdesk serverless app is not passing the Custom fields, so that is my clunky workaround)There is a hidden field which points from the main ticket to the handler ticket. Once the custom field is no longer selected, the handler ticket should be removed and the pointer from the main to the handler is removed.The problem is that the automation occurss in the next way: Therefore if you do not execute the rules in that certain order, the webhook will fail as far as the field is updated.Is any

Hi, There used to be a ticket of the recording of our outgoing phone calls when using Fresh Desk - Is this service no longer available?  We no longer receive a ticket with the recording after placing an outgoing call? Any help would be appreciated!

Hello there,I have a problem after getting a call in freshdesk.When someone calling us you can see his name - and it’s all ok. But after clickin it:  It doesn’t open specific contact - which will be easier to look for every tickets on this customer.It’s open all contact that we have saved.Is there any solution to open a specific contact after clicking his name?Thanks all for helping!

Hello all,I have noticed that sometimes (not always) there is a significant time difference (approx 60 mins) between the time that a customer replies to a FreshDesk ticket and me receiving an email notification or a notification by the MS Teams bot. Has anyone else experienced the same issue? Its weird as it is not happening all the times but at least once or twice a day to me and it is quite important as I am receiving a serious amount of FD tickets in daily basis.Thank you.