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Hello, Sorry for my english, i will tried to explain to you my problem When you send a reply in a freshdesk ticket, the software keeps the history of the conversation.Ok for the first answer, but after that, with each new answer, it keeps the history.DOnc the ticket becomes unreadable. You have to click on "..." with the cross at the bottom (see screenshot).Except we forget every other time.Is it possible to deactivate this? 

We use Google Workspace with our domain being <example.com>. We want to have users email tickets to helpdesk@example.com to generate a new ticket (or tag an existing one). I’ve seen the advice “don’t use Google Groups” to do this, but I also don’t see the need to pay for a single user account just to have it forward all mail over to Freshservice and Google doesn’t support domain level email aliases.I have set up a group helpdesk@example.com and made a member of this group, examplehelpdesk@example.freshservice.com (the email address auto generated by the system) along with another test account. I even turned off “Collaborative Inbox” to avoid the problems this might pose.But when I send mail to the helpdesk@example.com address, it is correctly delivered to the test account every time, but never generates a ticket in Freshservice. Looking at the mail report logs for the Group. Google email log report for Group delivered messageSo it seems that Google properly processed and delivere

Hello,We are getting ready to implement Freshservice as our internal ticketing platform. We’ve purchased the gold implementation package. What would you do different if you were starting over? Do you have any suggestions on what to do or what to avoid?

Hi thereCan FreshService integrate with Power Automate (Microsoft O-365)  to automate certain things? How?Thank you.

I have about 2500 contacts with a primary email address that has changed.How can I change the primary email address without creating a new contact.I tried just import a csv where only the primary email was changed and it created a lot of new contacts.Any suggestion is welcome.

Having a frustrating issue with the “Use Agent names for Personalized Email Replies ?” option in Freshservice.  We have the option enabled, but when we reply to a user from the ticket, the email the user gets is from the Helpdesk Email address, and isn’t showing the name of the agent.However, it’s only not working within our corporate email in Exchange/Outlook.  If I send replies to my personal Gmail account, or someone else’s personal Yahoo account, the agent name is shown.I submitted a ticket to Freshservice support and they said the issue is on our end, and I agree, and I assume there must be some Exchange/Outlook config preventing this feature, but I can’t figure it out.  Does anyone know what could be preventing this feature from working in our environment?

I am trying to use Webhooks in Workflow Automator to return “Last Private Note” or “Last Updated Time” from tickets, is there a way to configure custom placeholders?

I am trying to export all products from FreshService to excel using Power Query I can get the first page but we have more than 100 products to return but I am new to Power Query and I cannot find an example of a method to retrieve all the pages until I reach the last one that works with the data from Freshservice. Can anyone point me in the way of a method that would work. 

Since the default font size of articles is ridiculously small, I'm trying to apply a larger font size.There seem to be an issue with the unconfigurable line-height parameter. How do I fix this.Thank you!

When allocating a ticket to an internal group (using the shared ownership feature) you can use that group’s automatic assignment rules to pick a suitable agent - just like when a new ticket is created.  However if the group includes collaborators this breaks down because collaborators cannot set their availability.It almost seems like it *should* be possible, because they have a checkbox in the dashboard when you look at available agents.  However, if you check their box it has no effect (unlike with full agents) and is cleared again if you refresh - so it looks like the UI is the same for agents/collaborators alike, but there’s no field to be set for collaborators.I think I could work around this with some home-grown automations, but I’m sure this would put more load on the Freshdesk server than doing it natively using the facilities already in place.  Is there any reason why collaborators cannot have availability, or perhaps a setting I’ve missed which means they can?

FreshService uses several phases in the CM process.  OpenPlanningWaiting approvalPending releaseetc. But I cannot figure out how to change these. I want Development, SIT, UAT, etc. Not the default ones. How do I add my own (custom) CM phases?

Hi there, we have a lot of differents scenarios (we talk 6 languages) and I think that it’s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time.  A serach option in Canned Responses and Ticket templates would we nicee too. Thank you,Oriol 

Hi there, I am a relatively new user of Freshdesk or for that matter of fact any ticketing system. I have understood the basic functionality of Freshdesk, but now I want to get into the type insights that Freshdesk can generate for me and for that I understand that its important to set the properties for tickets such as TAGS, TYPE and GROUP, is that correct? which one of this field is the most important for ticket categorization and which in turn reflects into reports 

We have created a Custom Field called “Type” which allows us to categorize tickets (printing, network, password reset, etc). I would like to create a custom view which filters OUT some of these ticket types. However, when I select some of the options, I get no results… I assume this is because the filter is performing an AND search and not an OR search (seeking tickets with all of those Types instead of tickets with any of them).Am I missing something? Is the kind of filter I want not possible?

Hey, is it possible to take it off the Christmas theme? the movement bothers me a lot to work 

Hi,We have a lot of customers send through PII data in emails which ends up in our Freshdesk tickets. I understand the level of security freshdesk provides, but I'm looking for suggestions on how to to note its collection and restrict its distribution.Has anyone dealt with this before?Should I use tags to mark it as sensitive info and have the email redacted so that when the customer is replied to the PII info is not going back an forth etc.Any suggestions would be appreciated.  

Hi Freshworks Team,We have a customer that wants to filter conversations based on labels. So if we filter based on the Feature Request label, conversations that have been labeled as Feature Request can be shown in the chat list.The ability to make a custom view by the label.Thank you.

Hi all- does anyone know how to modify the CC field on the submit a ticket view? We want to make it more obvious what it is because we have a custom business field that is also often referred to as CC (unrelated). We’d like to change it from CC to something like “Add CC to copy someone on your request”. Thanks in advance!Anna

Hello,How can I collect recurring emails under a single request?Thanks.

Hi, all….  I’ve had a request from my agents to be notified via email when*any* agent has been assigned a ticket, or an agent picks up an open ticket.  Looking in the admin section for email notifications,  I don’t see this as an option...is this something that we can facilitate?   Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person. Logic would be: If (ticket assigned to an agent) {Send email to all agents with subject:  “Ticket <ticketnumber> has been assigned to <agentName>}

User acceptance in freshservice when asset is allocated.

How do I remove this unwanted banner notification from the tickets view as there is no close button? 

Good morning all. Looking at the new AHT enhancement to be released on Freshdesk it would appear to be a global on/off switch, is it likely it could be configured down to group or even ticket level? We are rather unique users of Freshdesk so this may seem an odd request, but it could work extremely well for one kind of ticket we raise, but not for all of them Cheers in advance Steve

Hi!I have the following problem: There is always a “1” at open tickets, on PC and mobile App, but there is no open ticket. I made a screen recording: I already tried clearing browsers cache and cookies, wasnt helping.We have 3 active agents, its only happening for me.Any ideas? Best regards.

I’ve discovered that it is possible for a customer to attach an .exe file to a new ticket, and for that .exe file to be downloaded by a member of staff responding to the ticket.. Due to the possibility of a Zero Day being introduced to our network, we would like to either:Remove the attachment option from the portal Limit the attachment types to a small few (pdf, .doc, .jpg etc)Has anyone got any advice on how to action the above?