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Julio AzevedoContributor

asked in Portals, Emails & Other Channels

Why outgoing emails are blocked for my account ?

I recently created an account to use the Freshdesk Support Desk. And I have this weird message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” My account: https://technolsuporte.freshdesk.com/ Thanks,

EvanApprentice

asked in Portals, Emails & Other Channels

Why outgoing emails are blocked for my account ?

Hello ! I need some help :) I recently created an account to use the Freshdesk Support Desk. And I have this weird message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” Do you have a solution ?

asadentonApprentice

asked in Ticket & Workflow Management

Incoming email tickets - default is Incident, can we have them come in as Service Requests instead?

Hello,Our incoming tickets sent via email default to Incident, can we make a change and have them come in as Service Requests instead? Most of our tickets sent via email are Service Requests, so we are manually updating the type.Thanks,Asa

michaelmartelSkilled Expert

asked in Automations

Scheduled Workflow with Ticket Age

I want to create a scheduled workflow to run daily to do an action on tickets older than 60 days. Ticket age is not an option in Condition. Any ideas on how I can accomplish this?

ogmaContributor

asked in How do I....?

Why did these buttons move

The buttons should be above (where the arrow is) but now they have moved and are covering up my contact edit button, how can I fix this?

panksiApprentice

asked in Apps and Marketplace Integrations

DataCloneError: when trying to pass file to request template

This is my try to pass formdata in body of requset template.I am getting this error:ADD FILE TO UPDATE ERROR DataCloneError: Failed to execute 'postMessage' on 'MessagePort': FormData object could not be cloned.this is my template definition:

SonjaS.Apprentice

asked in Ticketing & Agent Productivity

Subject for canned respnses

Hey,Since we are taking more and more countries live in our company and therefore also want to make the Canned Responses available in all languages, we now have the following problem:At the moment we have arranged the CRs as follows:EN - titleDE - title / titleetc. This means first the country abbreviation and the title in the national language and then in EN, so that it can be found by all users.Unfortunately, however, this becomes super confusing with even more languages and the shortcut search does not necessarily show the useful CRs.Does anyone have a suggestion for this? Or how do you handle this? :)Thank you for help!BestSonja

philadlerApprentice

asked in Knowledge Base

Embed or Import PDF into Knowledge Base

How do I embed an existing PDF into a knowledge base article. We have many pdfs created and redoing them is not an option.I have seen articles referencing using the html editor and the embed tag. How exactly would that work when these articles are saved locally and not an any public website?Thanks, Phil

GOODYTop Contributor

asked in Ticketing & Agent Productivity

How do I remove Merge link

I have incorrectly merged two tickets and want to remove this merge so that both can be worked on.Can this be done?

kenyon.gilesTop Contributor

asked in Getting Started

Automatically Attempt User SSO Login Before Displaying Home Page

We are fine tuning our end user experience. AAD SSO is working. Problem is my users are lazy and when presented with the default Home Page they will click on the Report an Issue button instead of clicking Login link to to view all of the Home Page Cards. Is there a way to have Fresh Service automatically attempt a user SSO login before displaying the Home Page? I’ve looked around and searched online with no success. Any help is appreciated.

JaxComputerWitchContributor

asked in Apps and Marketplace Integrations

Freshservice and Intune Connector- Software Sync Error

Hi, We are using the Intune App to sync our devices for inventory management. We are also trying to get the software sync to work to classify our software.Unfortunately, each time the “Sync Software” button is clicked, we get the error “Software Sync is Disabled for this Domain”. I’ve tried re-configuring the integration multiple times and re-authorizing app permissions within Intune, but nothing is working. It was working before- briefly- and we have some software listed and associated with assets, but I would really like this to sync daily so we can have an accurate representation of our software. Does anyone have any ideas on how to get this to work? Thanks!Click software sync and receive this error.

j.sluszkiewiczCommunity Debut

asked in Automations and Workflows

How to remove "automatic added answers" in replies in Freshdesk?

When I click reply, the previous reply is automatically added.How do I remove this feature?

stevemcTop Contributor

asked in Workflows and Automations

How do I set a default value for a form fields in Contacts, Account, Deal or Custom Modules

I don’t see any way to set default values in fields added to Contact, Account, Deal or Custom Modules.For example, I add a checkbox to a Custom Module, There seems no way to cause the checkbox to default to “Enabled”.Likewise, if I add a dropdown list, I have no way to set the default selected item.Same would be useful for other fields such as:Text box Multi-select Date (for date I’d like to default to values such as +7days, +1 month, +1 year, etc.Is it possible to set default selected item? How?

mspsivaApprentice

asked in How do I....?

Subject: Need help finding Freshsales API Rate Limit Documentation

Hi Freshworks Community,I hope you're all doing well! I'm currently working with the Freshsales API and am in need of information regarding the rate limits. I've been searching through the documentation, but unfortunately, I couldn't find the specific details.Could someone please guide me to the correct documentation or provide information on the rate limits for the Freshsales API? Your assistance would be greatly appreciated!Thank you in advance.Best regards,Siva Priyan

TwazokApprentice

asked in Contacts & Companies

How do you Sync Azure users as contacts in Freshdesk

I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them. i cannot see anywhere in the settings that seems to support this - can anyone advise?

TassiloCContributor

asked in Automations and Workflows

How to assign a ticket to a company created by an agent

In our Freshdesk the agents create tickets as well via email. These tickets, where the requester is an agent, are not assigned to any company, as agents are not assigned to companies.How can I assign a company to such a ticket, where the requester is an agent?

RioApprentice

asked in Analytics, Reports & Dashboards

Exporting Filtered Data

I’ve created a number of custom reports in Freshdesk Analytics with Filter widgets included, for example filtering by agent, status, or ticket type. I would like to be able to download the data with those filters applied, as the data appears in the UI. The current export is providing me with all data for the report as though filters were not being applied. Is downloading filtered data an option in Freshdesk?

maloktSkilled Expert

asked in Portal/Knowledge Base

User Portal - Read More/Less Toggle

In Freshservice, is there a way to force the Description field to always show the whole content, without the default set to make the user click “Read More” ? Most of our descriptions will have pertinent information that our users will not see without clicking the Read More link, which many of our users won’t do.

support_MExTApprentice

asked in Portal/Knowledge Base

User can change Requester (field) when creating new ticket

Hi,We are new to freshservice and are still configuring all our needs before major roll-out. Few users have access to test some features. So this problem occurred that an user could change the requester field (is normally automatically filled in with the logged in user, field ID = ‘ticket_requester_email’) and could create a ticket for someone else. We don’t want this option and want to disable the field. If they want to someone else up to date they should use the ‘CC’ field. I have searched and saw that few people changed the portal and I hoped this was also possible for the ticket form. (or is it possible in the admin page, but I didn’t find it) Asked the same question in freshdesk community (my bad)

jbobbermenCommunity Debut

asked in How do I....?

Chat popup on page load

HiWe have a Freshchat widget on our website that we’re trying to direct customers to. We’ve investigated having the chat widget open automatically on page load or after a delay, using the instructions found here; however, we’ve found that on mobile phones the opened chat widget is too big and covers the entire screen, confusing customers.I have two questions on this function:Is it possible to modify the JS code to only open the full widget if the user is on desktop? Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this:

Emerie08Apprentice

asked in How do I....?

Is there a way in freshchats to get a report about available chat agents per hour?Also, a report to see chat drivers? Easy way to pull up or extract all the chats received for a specific time frame? Either close or escalated

asked in How do I....?

FreshDesks Big Problem - is there a workaround?

Ifo you have an email exchange with someone 6 months ago and they then reply to it now it only shows up as a wee blue flag customer responded on a very old email way back in the chain,How do you all keep track of those kinds of emails? IS there somewhere where you can see them coming in? Could we have the option to show replies as new messages in the email chain? Best Tom B.

GOODYTop Contributor

asked in Ticketing & Agent Productivity

How do I remove "FIRST RESPONSE DUE"

I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared.Any help is appreciated

NenniApprentice

asked in How do I....?

Agent View of tickets when they are the requester

Is there a way that Agents are able to see the ticket that they are the Requester/ Customer, and view the ticket as an Agent and not as the Customer?

armani.killingsContributor

asked in Ticket & Workflow Management

Exporting all data from ticket using API

Hello,New here, I was wondering if it is possible to extract all the data from a ticket utilizing API. I specifically want to see all data in the description fields as well as anything mentioned in notes. Doing a normal export doesn’t provide me with any relevant data beyond name, date/time, etc. Any help is greatly appreciated.

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