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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.

Hi everyone, I am still new in Freshdesk and have been using it for the last 3 months with my team.For more efficiency, we want to be able to import our archived emails and search them easily within Freshdesk. For this, I wanted to tag some tickets that I selected from a search result.Something like :search for all tickets with the keyword « Assemblée Générale » tag all results with the tag « AG » search for all tickets with the keyword « AG » also tag all results with the tag « AG »And then, when we need to search through our old history, my agents can use this limited selection of tags as reference instead of trying to use complicated search strings. Of course, if there is a very different way to build my easy-to-search knowledge base, I am quite willing to explore these ways.I also want to use the solutions but it takes a lot of time to write them down properly and I want to gain efficiency before this.

I have a webhook set up for when new tickets are created. I have had it set up for a while with no issues but today I had a ticket come in and the webhook was triggered twice, exactly 5 minutes apart. Anyone know why this could’ve happened?

I am looking for a way to automatically cleanup aged tickets.If a ticket is older than 48 hours, and has been responded to, send an email reminder to the requestor asking for followup or the ticket will be closed. After 48 more hours and no update, mark the ticket resolvedIs there a setting or plug in that will do this?

Hi! Since last friday all replies inside the tickets are getting bounced (temporary error). How can I troubleshoot this issue to get a clearer picture of the problem?  Thank you for your help.

 Once we try to give answer to customer about issue or because ticket is solved, it appears that applicant do not receive any E-mail written and sent from freshdesk app. The problem might due to improper setting ?!? De facto we had checked all of them without finding anything apparently wrong. Currently we are using the sprout version of Freshdesk. Any idea, please.   

I have again come across a FreshDesk UI that seems so obvious to me that my very first reaction is that the problem here is behind the keyboard ie. I haven’t learned how to do this yet. When viewing a ticket, events (replies, notes) are listed in chronological order ie. the most recent events are at the bottom. Pretty close to 100% of our tickets have enough events that scrolling is required, just to check the most recent event. Any time I have to do the same thing, over and over, all the time and for what seems to be THE most common use case - I just have to believe I am missing something obvious. Can someone please tell me how I can configure FreshDesk so that the most recent ticket events are listed first? Thank you.

As a new user of FreshDesk I am coming up to speed with the various features and, in particular, how it aligns with our own business processes. One use case that is very common for us is to have a ticket where the next step (not necessarily resolution) is required from someone outside of our organization. The most obvious situation is where we email a customer asking for some information. In this situation we want a way to specify that we will wait for a certain period of time i.e. the ticket is “on hold” for a few days. For example, when sending a question to a customer we might decide we are OK waiting up to two days for a response, before taking a next step ourselves (resending, phoning, etc). The only slightly overlapping field I see for this is Resolve By. But, of course, the use case is quite different. We are not expecting that the ticket is resolved, merely that the next step is taken. We’d then want a sorted list of tickets, where those that have been “punted” for a few days a

We have a team leader who is stating that the reporting for one of her team is completely incorrect.Is there a way to verify the reporting is correct without the team member being asked?  Ive looked through all other users and they seem ok, It just looks like this one user is only doing a few tickets now and again.

Hi!Let me explain the problem with an example:Suppose Freshdesk has an email address as a support channel.A customer sends an email to this address and takes another person in copy at the same time.A ticket is created in Freshdesk.  So far everything is ok.But now the agent has to forward the ticket to a colleague who does not use Freshdesk to clarify a question. The colleague now receives a mail from Freshdesk and only sees the original sender in the mail history, but not the recipient and also not the person in copy. This information is removed.Is there an option to turn this off? 

Hi all, We’re trying to get set up here. I’ve created a freshdesk app in Azure, and successfully SSO agents in, grantng agent roles within the azure APP.  However, configuring SSO for contacts gives a completely different identifier so i can’t link it to the same app. Considering the Azure freshdesk app has roles for both agents and contacts, it seems logical that one azure app is intended for agents and contacts Am i missing something here? can the SSO method for agents be re-used for contacts without making a new one?  if so, how?. If not, what do you do? 

Hello, Can anyone tell me the answer to one question about freshchat. Actually, I want to use freshchart on my tattoo blogging website. I create a tattoo website to guide the people <a href=”website url”>how to book a tattoo appointment over email</a>.

We wanted to change our requester email notification.We copied in a format from an email template (Microsoft Outlook) which was correctly displayed,We then saved the template.Since then there is only a white page and we can not access edit mode at all.We have tried to deactivate and re-activate the emails but this also did not help. We need some help please! a lot of thanks!

We have been getting a weird error on our Solutions page for a while now -- we’re looking to eventually update our theme for our support site, but we’re trying to dig in and get to the bottom of what’s causing this error before doing so.We’ve reached out to FD support, who helped us to hide links to this page, but we’d like to fix the root of the problem. Here’s the page where the error is showing: https://help.bl.ink/support/solutions/The error says: Search results for ""Liquid error: undefined method `filters' for nil:NilClass We’ve also tried Googling with little luck. Can anyone help point us in the right direction for getting this resolved?

Hi,I’ve emailed support for help with changing the portal URL as our company name has changed, but not had anything back in almost a week. Does anyone know the best way to contact support for help with this?Kind Regards,Tom