Solved

Hi,I’ve created some custom fields for my ticket forms. I want to prefill some of these forms with generic informations but I can’t find how. Is it even possible ?thanks

My Customer Support team gets tickets from customers, which require an email to one of our vendors. We use the forward feature to email the vendor to get information. When a vendor is out of the office and has their auto reply on, the out of office emails do not make it back to the original ticket, nor do they create a new ticket. Has anyone else come across this issue? They do not end up in Spam or Trash and we do not use the auto response feature that keeps a ticket closed.

I received a complaint from a user today that when an agent interacts with an Incident either via email response or adding a public note, they have no idea who was responding.Upon diving deeper I did some tests and while we as agents in the portal see AGENT NAME responded or AGENT NAME added a comment, those are not in the notifications sent to the end user.I know we can customize the notifications for these things as the default is {{helpdesk_name}}Support Team.  An agent can also add their name to the response to make it clearer (business process vs templates)Looking for ideas to best provide clarity of who has responded to the user from an end user prospective.What do you do in your notifications?Did you customize the template to add a placeholder for the agent? Did you leave the default? Do you request your agents add their name manually?  

Hi, This is the most basic question I think. How do I configure emails/replies to be sent to who ever sent an email? right now people are sending emails but there are not getting replies with the ticket number. 

Hi there,The Start Again button appears to be missing from our freshchat bot. Any ideas on how to get this back?We’ve tried in Chrome, Brave, and Firefox.Many thanks

Hello, Is it possible for requesters to add attachments to a change in Freshservice? At the moment I’m trying to find a way, but it doesn’t seem possible to do so. Can anyone conferm or am I searching in the wrong spot? 

Agent is not required when submitting a ticket:But I’m getting 400 Bad Request response status when attempting to create an unassigned ticket via the API:{  "description": "Validation failed",  "errors": [    {      "field": "responder_id",      "message": "It should be a/an Positive Integer",      "code": "invalid_value"    }  ]} This old post seems to confirm responder_id is not required: What am I doing wrong?

Dear Community, Currently trying to configure our first FreshDesk account, until now we used a Microsoft shared mailbox for our customers requests.Can I use this existing shared mailbox to transfer to FreshDesk?Until now, I did not manage. Thank you!

I would like to be able to show known issues at the top of ticket submission before a user submits a ticket. Something as simple as “Website xyz.com is down right now. Will update when status changes” to maybe avoid duplicate tickets getting posted. Is this possible?

is there a way in freshservice to ignore undeliverable email notifications?we get bouncebacks when sending the new ticket notifications to some alerting services we use and want to stop new tickets being created.

This is not consistent so I’m not sure how I am able to provide example.  However, we notice only sometimes when we close a ticket, the next case in the queue is then opened for us.  It wouldn’t be too much of an issue if the case was a new one assigned to the individual, but each time, it’s an older case assigned to another teammember.  

Hi Good day,I already toggle off the Google Login from the Security, Default Login Method. But still appearing on the login support portal page. Is it possible to remove  "CONTINUE WITH GOOGLE" Thank you in advance.

For some reason an old name is appearing on our support emails. How do we update this to the correct one? 

I don't get notifications when users create tickets.I have configured an email address in the email settings.

Is there a way to upload holidays in a CSV , cant be selecting one by one for each group Country holidays there sometimes not accurate 

Is it possible to add a new page to an existing portal theme?  

Apologies if this has already been asked, haven’t found anything related in the search results. Is there a way to prevent my agents from being able to see the Satisfaction Survey responses in tickets? Currently it gets put into the ticket as a reply and emails the agent to tell them a response has been received. I don’t want my agents to be able to see the responses or results of a satisfaction survey because I have a requirement to review responses and make sure they are genuine and not likely to have a negative impact on my agents just because an end user feels like being mean.

The call lifecycle feature captures each event that occurs during a call, for example, missed calls, wait queue time, call transfers, and etc, and lets you view the complete journey of a call.Now you will never miss a step or event that occurred during an inbound or outbound call.How is a call lifecycle useful? Easily get the complete context of a call Quickly identify the reasons for missed or ignored calls Effectively monitor agent productivity Click here to know more.

Hello, Does anyone have a good solution regarding Software used by user?I would like to create a flow as part of the offboarding process where a comment is created with a list of all the software used by the user. Is this possible? 

Is it possible to make it so that an agent can delete only their own note (public or private)?

Hi FreshDesk, I’m new to freshdesk and so is our admin.For any ticket I have contributed to as a 3rd level engineer I’d like to get ongoing email notification.Example: Frontline has a problem and asks me for input on a ticket I add a comment to the ticket indicating a way forward From here I want to be notified of all activity on this ticket. This allows me to contribute further if needed.Please advise how to enable notifications for this scenario.I have all available notifications enabled except “Tickets assigned to my groups”Available and enabled in my profile:New responses on my ticketsStatus updates on my ticketsPrivate notes I'm tagged inPublic notes I'm tagged inTickets assigned to meReminders on first responseReminders on resolution timeReminders on next responseEscalations on first responseEscalations on resolution timeEscalations on next response 

Does anyone have the list of default permissions for the “Agent” and “Supervisor” roles? We don’t want our agents to be able to delete tickets. 

Hi everyone,I have noticed an interesting behaviour with our tickets and I was wondering if anybody is experiencing the same.Since the release of the new ticket view last month, I have found tickets with loads of white space in the description. Like, the line spaces get tripled and quadrupled. Our primary source for tickets is email but I think this only happens when a ticket gets edited, as the newly raised tickets look normal.Is this happening to anybody else or is this an “us”-issue?Happy Monday :)Alisa 

Hi everyone: Good to be here, as the title, I try not to display widget after initializing with the following setting:window.fcWidgetMessengerConfig = {          config: {            headerProperty: {                hideChatButton: true,            },          },  }; It works fine, but later when I try to show the widget with ‘window.fcWidget.show()’, nothing happens,Is it possible to achieve this behavior?Thanks in advance. 

Hi,I’m trying to fulfill below story:“Hide "Pending Approval" from Incident tickets as they only are used in Service Request tickets”Business rules for forms cannot help with this since the type field is not exposed in the conditions.Is th only way to add a custom field to a ticket and perform a get (Web Request > JSON Parser) against the ticket on creation (WFA) and then update this in order be able to condition based on it?