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how can you get an export from freshdesk where in the child tickets the ticket id of the parent item is also included? Now you only have the relation (parent or child) but when you have a child ticket, it would be useful to have the number of the parent ticket in the export for reporting purposes. Anyone has an idea?

I know this has been asked in various different ways but I haven’t found a concrete answer. I’m creating an Employee Onboarding Process and one of the options is that the hiring manager can select various software titles to be installed on the laptop. The number of apps will vary. Right now a child ticket is created and attached to that child ticket are the various apps to install, listed as Service Request Items. The plan is to use the Azure AD app to automatically add users to AzureAD groups that auto install the software. But I cannot get the automation right. If I do one Workflow with multiple conditions for the software, once it hits the first ‘yes’, it runs and that's it. It doesn’t go through the rest of the conditions. If I create multiple workflows, only one fires. Is there a way to have multiple workflows fire for one ticket? Or is there a dynamic way to execute actions against multiple service requests attached to a ticket?

Hi, Is here anybody who successfully managed to sync their outlook contacts with freshdesk with the use of the market place app “Microsoft Outlook Contacts”? At my helpdesk the sync doesn’t start. I’m not even get asked to log in to my 365 account. best regards Sascha

How can I filter contact based on the business sector of their compagny ?

In Freshdesk, What happens to existing tickets when I rename existing options for dropdown or dependent fields, and they have the old option named assigned? What are the impacts, for instance, in Analytics? Old tickets with the old option selected in the past will still keep the old information? Or will it be renamed? Or the field will go "blank"? Use case: I have fields that don't make sense to my operation anymore, and renaming is now a necessity. Thanks in advance!

Hello! A following use case example: Contact creates a ticket that comes to Freshdesk and a Contact record is created for the person. After x time period (for example, 6 months) and no other activity (like further tickets have been raised by the Contact), we would be able to hide/encrypt the identifying data from the Contact record (name, email, etc.) for legal reasons. If the contact would send a ticket again after this, the data would be again unhidden. All tickets data from should still be acccessable for reporting purposes, if needed. This would mostly be related to tickets that are “feedbacks” in nature. I understand that deleting a user would mark all upcoming contacts as spam. Is there any way to “just delete”, without marking as spam? Any other ideas on how to potentially approach this sort of a use case?

Hi, Recently, I have integrated the latest SDK (freshchat_sdk ^0.10.10) of Freshchat for FLUTTER for both iOS and Android into an app I am developing. The integration on the Android platform has been successful and works smoothly. However, I have experienced certain issues when using the Freshchat SDK on iOS, specifically regarding the time it takes for a message to be reflected in the UI after using the Freshchat.showConversations() function. In detail, I have noticed that when a notification is received, it is reflected almost instantly in the ios notifications. However, displaying the message in the UI can take significantly longer compared to the Android experience. This has led to a discrepancy in user experience between the platforms. Since the functionality on Android is seamless and the message is reflected at virtually the same time the notification is received, I would like to request your assistance in addressing this specific issue on iOS. I would appreciate any guidance, s

Hello,I’ve been trying to engineer a way to allow forwarding from a ticket to the email address of another Workspace and can see multiple ways of potentially achieving this but nothing is nice and everything feels a bit too hacky. In this example we have the current scenario:Agent on IT Workspace wants to forward ticket to Business Workspace. Email addresses are as follows:IT Workspace email- it@email.comBusiness Workspace email- business@email.comThird email address set up as a Requester- third@email.com My current method is as follows: Agent on IT workspace wants to forward ticket to Business workspace, Agent forwards ticket to third@email.com.PowerAutomate flow runs on third@email.com - catches this email and then takes the subject and body of the originating email and puts that into a Send an Email node to business@email.comMy issue here is that if I include anything from the original email (subject or body) it will ALWAYS update the original ticket instead of creating a new ticket

Hello, We were using {{ include_attachments }} in our workflows when sending emails and approval requests but it no longer works. Approvals requests no longer include attachments and sending emails using workflows also fails to include attachments: Hi {{approval.member.name}}, A new Service Request has been submitted for your approval. Request Summary {{ticket.subject}} (#{{ticket.id}}) Requester: {{ticket.requester.name}}Priority: {{ticket.priority}}Status: {{ticket.status}} {{ticket.visible_service_item_fields}} {{approval.comments}} {{include_attachments}} For Approval/Reject Link click here You can also approve/reject the request by replying to this email with only one of the following words as the first line of the mail - 'Approved, Approve, Rejected, Reject'. Regards,{{helpdesk_name}} Can you guys revert the changes you done? I guess the problem is that this url is no longer returning attachments which was working fine until two weeks ago: https://company.freshservice.com/api/v2/

We would like to know if it's possible to get user geolocation for whatsapp in a chatbot in order to used those coordinates in api to send it the nearest office location also as geolocation.

I think I read that there’s a limit to the number of assets managed in FreshService and there is a cost to increase the limit, is that correct? if so, what’s the initial limit?

Hi there! We are a big fan of the “Out of Office” functionality within Freshdesk. We mainly use it in two scenario's: When a agent is really a day of or on holiday When agents are working in Freshdesk, but not on 1st of 2nd line calls In both cases, our 1st line calls (incidents, user-questions) open without an agent when the customer replies. In this second case, it can be very annoying that the widget is hovering above some important stuff in Freshdesk. Attached you can see that the widget is blocking the time registration menu of a ticket. I also attached an image where you can see that it blocks the Fresdesk Support Chat. Would it be possible to have this widget differently implemented, not blocking any important menu's?

See title We are using the change calendar, or Work Calendar as it is called right now. We can filter on the right to show the preferred items eq Status or Agents. However, this filter is not saved so every time we open the calendar we need to re-enter these options. We would like to save a specific view but this does not seem to be possible. Is this a bug? Or should this be a feature request?

I want to create an automated rule for a particular customer, such that whenever someone from this company creates a ticket, it automatically adds 1 or 2 key people from their organization as watchers so they can monitor the status of the tickets. I am not sure exactly how to do this.

I have been reading about Using Team Huddle. However even though I have the correct subscription I can not see the Conversation link in a ticket. Do I have to enable something in the admin?

As a mobile game developer, I'm currently exploring ways to enhance our customer support processes and ensure an exceptional gaming experience for our players. I've been intrigued by Freshworks' suite of customer engagement software and believe it could significantly benefit our mobile game development and support teams. How can we leverage Freshdesk’s features to offer in-game support to our players seamlessly? Are there any best practices for setting up a knowledge base or FAQ section within the game to address common queries? How can we enable real-time communication with players to resolve their issues instantly?

Is there a way to set and/or schedule a report that shows the chart widget’s data (as seen when viewing the underlying data)? I’m aware that you can click on the widget, view the underlying data and export. But in my case I need to prepare certain reports that show the data in table-style, rather than charts.

Hi, I’ll like to change tickets to open if they are moved from one group to another - But how? It’s straight forward with the Workspace, since I can select that as an event, but I can’t do the same with groups. Anyone have an idea to make an automation for the group change also? /Henrik Lund

Ever since I’ve used Freshdesk, there are about 20 contacts with “@freshworks” or “@freshdesk” email addresses. They were simply there when I was onboarded. They clutter up my contact list. Is it OK to delete them? When I go to delete them, I get a pop-up message saying “When you delete a contact, all future communication from this contact will be marked as spam. Are you sure you want to proceed?” I just want to make sure I don’t miss an important message from one of them from a support perspective. Also, if I do delete a contact, say by accident, how do I stop them from being treated as spam? Do I just need to set them up again? Thanks in advance for any direction. Dave

Hi, I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket. In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details? Thanks

Does anyone know if its normal behavior for the connector to expect that all fields / properties coming from HubSpot should be mapped with those in Freshdesk else it will not allow any mapping i.e. It’s an all or nothing situation. This would also mean I have to create all those other unnecessary fields coming from HubSpot into Freshdesk as well. Is it not possible to select the fields you want to map instead of it dictating that we should map all the fields? I am trying by all means to avoid having to use an API to integrate these systems.

Hi All. Under Freshdesk, when we create a new email from the web interface ... default status is closed and default priority is low. We want to modify these defaults values for “Open” and “Medium”. Is there a way to acheive that ? We already created an automation but it works only for new ticket coming from outside. Thank you very much in advance

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I create a new portal or a custom section in the theme (we have a custom theme with Breezy)? I’m not sure what is possible.

I would like to assign several companies to a contact because he is in charge of them. I used to be able to link multiple companies when creating a contact. Now it is no longer possible. Has something been adjusted ?

Hello, I’m having trouble trying to suppress the notification that is sent automatically when a ticket is closed. I’d read in the knowledge base that you can close a ticket without sending the email notification by pressing shift + close inside the ticket details page (here: How to close a ticket without sending an email notification to the customer? : Freshdesk Support) but, I did some testings and the notification is always sent. Does someone have any idea of what can we do to use this feature? Thank you!