Solved

We have the widget on our website with the CAPTCHA required to contact us. The CAPTCHA recently started having problems late last week and our customers were not able to contact us. We sent test emails and received the same error message.No matter what you do, you cannot get around the CAPTCHA as it always states that it fails. So I had to remove the CAPTCHA requirement for the time being. I raised a ticket regarding this matter on Wednesday but it seems that it is still being worked on. Is anyone else experiencing this issue and is a fix in progress?

Some of our Yahoo recipients are not receiving our emails, there an ongoing issue on this? 

Hi there. Does anyone know any CSS code we could use to try to change the colour of the announcements feature in Freshservice (front-end)? We are looking to find a way to make it stand out more from our portal banner. Or even if we could re-position it into the white space below that could also be a solution. I have attached a screenshot and included the current code for the Announcement View (under service desk re-branding settings):  {{#if showLoader}}  <div class="announcement-detail-loader">    {{> loader}}    {{> loader}}  </div>{{else}}  <div class="announcement-detail-nav">    <a href="/support/announcements" class="back">      <span class="ficon-arrow-left back-icon" role="presentation"></span>{{translate "portal.announcements_sidebar.back_to_announcements"}}    </a>  </div>  <article class="announcement-detail-container">    <header class="announcement-detail-header">      <div class="announcement-postedby-im

Hello, I would like to know if there is anyway to block agents from changing tickets priorities. Best Regards 

Hi there, I’m wanting to know if the Report an Issue page in the support portal can be overwritten with different text i.e. Report a Query instead? Please see screenshot attached. TIA!

We are getting started with Freshworks and looking to use the software to improve the performance of our organization. We are running a blog that helps people to buy best tall tents for adventures. Now the issue is my team is not able to properly keep the visitor's record. I just needed to know will Fresh work software resolve my problem by tracking my visitors?Looking forward to you. Thank you

Our company does a lot of service tasks for B2B customers, and they often have more than 1 item for us to service.  I have not been able to find any way for us to record these items in Freshdesk without having us type the items into the description box or any other free text fields. I would like to have a way we can record all items, AND draw reports on them. Anybody have any idea?

Is there a way to hide dropdown choices in a ticket field based on the requestor’s company segment? In our ticket form, we have a Type field that determines which sections are shown. Only our Distributors company segment should be able to select the New license option. 

Hello Freshworks Sales CRM community! I'm just getting started with this platform and feeling a bit overwhelmed by all the features and options. Can you please provide some guidance on where I should begin?Are there any essential features I should explore initially for better sales management? Any tips or best practices for a smooth onboarding process?Your advice and experiences are highly appreciated as I embark on this journey with Freshworks Sales CRM.Thanks in advance!Chloe Blake

Hi peers. I’ve been extensively trialing the only product I found to be suitable for our tiny 2 admin service company - TRENGO and have been impressed. Just before buying what will be for us the biggest investment of this kind I did another search and found FRESH. I can’t spare anbother 2 weeks of my time trialing this as the trengo trial has already disrupted us in a bad way. From what I can see straight away is trengo is double the price however they are on hand on whatsapp to answer anything which is a big thing for a novice user. This support does not seem to exist here - I called UK support and did not go through. Help articles take longer to explore and often the key pieces are much quicker to get to just asking someone who knows.We can get over this obstacle and learn ofcourse but here comes the second issue: Fresh offering at glance is convoluted, I basically want an omnichat but here I am being thrown about 12 different products at me all with similar name.  TLDR:I am reaching

Hi, I am currently re-designing our requester portal and I’m trying to find a way to pull the Announcements feature through to the front page (the same way it presents in the the default portal). At the moment it’s only visible under the user icon (see attached screenshots), is there a way to achieve this using code? Or will it pull through once the portal has been re-published? TIA! 

Hi there! I am looking for a way to capture user input into Google Sheets in a WhatsApp bot or a similar integration with Excel sheets.

I want to see the CC button on the submit a ticket page when I select "Can CC Only company contacts" from the ticket fields.  I checked the Display CC Field check box from Ticket Fields. I can not see the Add CC button when I check my ticket form. Note: If I select the “Can CC any email address” I can able to see the Add CC button in ticket form.When click the “Can CC any email address” But I want to see the Add CC button when I select “Can CC only company contacts”.When click the “Can CC only company contacts”Note 2; I have contacts assign to a Company. 

Hello Everyone, I hope you are doing fantastic. I am seeking help from you guys in performing one of the automation processes. I am trying to automate the email notification to one of the shared accounts within the organization for a particular service item requested in the ticket. It will be a great help if anyone can let me know the process. I have been trying with the automated workflow option but couldn’t find success. 

I want to test some API scripts to manipulate our asset list but I would like to do it in a sandbox first to test. Can I API connect to a FS sandbox or do I have to do it in production?

Hello folks! I am brand new to Freshworks environment and have 7 years of Salesforce experience.Today I started my 14 days trial and must get a Freshdesk POC ready for a prospect by Sept 27th.Can anybody offer some advice?I am on the EST time and available in any timezone if someone can help. Looking forward to learn from the community. 🤞

I accidently reset the portal I re-designed, is there a way to get it back? This is in FS production (requester portal). 

I haven’t logged into my account in a while and when I did so today, I had lost all access to the settings of my chat widget.I’m on the free plan and the only setting available to me is billing.I’ve no idea where all the other settings have gone. Has anyone encountered this before and know how to rectify it? Thanks  

Hello,It is possible to change this default approval description? 

Hello the community,I have a little question, when we creat a custom view on the task module, we can’t find it on the dashboard part (we only got the “My Task” on the list).I hope someone can help us !Have a nice day,

Can somebody help me setup the email forwarding feature?I have tried for the last 24 hours without success.I can do a Google Meeting anytime if you are available.Thanks!

Someone know’s how the “if” clause works with the mailbot?…Im trying to display different kind of footer depending on the request mail, i couldn’t fin any forum or related docs about it, can someone tell me how to beat it?…ex:{% if ticket.portal_url == "hi@example.com"% } show footer A{% end if % }Thanks in advance

Hey all,Something that is really puzzling me at the minute is, if there’s an ability to sign off agents in FreshCaller at the end of the day if they’ve left themselves logged in?For reference we track agent signed on time and which codes they use as a way to forecast and ensure we are resourced enough so it’s important we log the correct hours so when someone leaves their selves in a particular status overnight it affects our reporting.It seems like you’re able to if they still have an active tab but if they’ve made a dash for it which let’s face it most agents do when they’ve finished their shift and haven’t switched to offline it doesn’t seem possible in any way to sign them off from FreshCaller.Any help with this would be really gratefully received.Thanks! 

Hi, I need the name or email address of the “responder” (assignee) for each ticket returned by /api/v2/tickets. Thank you   

Are there any events in workflow automator that can detect when a note/conversation are added to ticket? It seems like new notes/replies added to a ticket do not fire off the Ticket is Updated event in my workflow automator.