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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? 

Hi all, this isn’t an opportunity to pan Salesforce but rather that I’ve a customer who uses Salesforce and is looking for alternatives.What can you, as a customer that has moved from Salesforce to Freshdesk (or considered both and chose Freshdesk), tell me about the differences?Thanks for your help.

Hello guys. How are you?Currently, when we put a condition that considers the description text, Fresh understands that it's just the FIRST message sent via description, correct?Has anyone ever needed to do an automation that looked at any message sent, regardless if it's the first one or not? Any palliative measures for these cases?I think of this for subject and keyword mapping automations. It would be nice!

Hi -  Trying to import csv from another CRM (contacts), Freshworks advises me "to make sure every record is imported, check if your file has data in these mandatory fields"  A popup then says : Fill any one unique fieldEmailsExternal ID … WHERE are those fields supposed to be?  I cant see them on the mapping or original csv I'm importing.  Do I add them?  Kindly clarify, confusedly, Jason

Hello, I just new to freshworks.., I want to know about the customer feedback system like giving numbers to calling agents,. Is there any option to get feedback from customers..,RegardsMikal…,

how to import my domain (Companie) mail id into freshdesk as contact

Hello. I need to update the subject from a ticket via API.I tried to follow this article: https://community.freshworks.com/freshservice-11247/webhook-update-subject-line-when-ticket-logged-16341But unfortunately this seems not to work! I always get this error:{    "description": "Validation failed",    "errors": [        {            "field": "description",            "message": "It should not be blank as this is a mandatory field",            "code": "invalid_value"        }    ]} I don’t want to change the description!How to do this? 

Hello, A Customer of us has a Time Triggered Automator set up so that the assigned agent gets an email after X hours assigned.But, now is the question, can we also mail someone that is externally?I couldn't find any workable option, but maybe someone knows a good app or workaround for this?Kind Regards,Chris.

Is it possible to create a requester group so that only agents (not requesters) can access the service requests within a certain service catalogue folder.I am thinking along the lines for IT requests for IT, where only the IT team (most of which are agents) have the ability to create a service request for another area of IT. I don’t want other requester to be able to see these service requests.Is that possible? Is there a workaround?Thanks​​​​​​​Dave

Possibility to open a ticket seems to be restricted for some reason on https://aysa-support.freshdesk.com/Always displays a message “We are sorry. You have been restricted from accessing this helpdesk page.”help please 🙏🏻

I need to change the Contact on multiple tickets as all tickets are being transferred to another person at my customer.Can I do a bulk update so the Contact changes from ‘Bob’ to ‘Anne’ for all tickets?ThanksPaul

Hello We use Google Login to access freshdesk.I can't find API key in my profile settings.What settings should I turn on to active the API key function?Thanks

I am attempting to craft a CAB email for changes and the request I have from my management is to add the rollout and backout plans into the CAB approval email. I can’t seem to dig up the Dynamic Placeholder for those fields, which makes me feel like they don’t exist, and I am hoping someone here can prove me wrong. 

Hi team.I have a question, do you know if it is possible to reduce the minutes to 20, in this section of freshdesk.I share image.Thanks for your help and timeJcoria

I’m sure nearly everyone using Next Response SLAs is dealing with Next Response being calculated and measured with it isn’t needed. Examples:Customer is just replying, “Thank you.” A customer cc:’s their IT ticket system, and agent replies trigger an automatic reply from that system to the ticket.  The customer is having an internal conversation with their own staff by using the ticket thread. There’s nothing for an agent to do or reply to.We haven’t figured out what to do with these other than make sure the agent objectives don’t require a 100% SLA adherence. The problem with that is agents and managers still have to look at those ticket even if just to say, “Oh, no reply needed.”How do you all handle this?

Anyone else getting an issue where you get an announcement banner from Fresh Service, you click on the “x” but when you open a new page it reappears? Very annoying!

One of my customers wants to be included in any replies from Support if the ticket is logged by a different person in their organisation.Can their email address be automatically added to the Cc field?Another thread on this forum says it can be done with Dispatch’r but it seems this functionality is no longer available.Thanks for your help on this.

Hi All,I’m wondering if anyone has come across a similar situation where they wanted to have different text in different approval emails depending on what is requested. We have various approvals and workflows set-up across different types of service requests. For example:any hardware requests go to the user’s department head, then on to the IT Manager. non-standard hardware/software requests go to me as EUS Support Team Lead for gathering further info, quotes, etc, before then going on to the department head, then the IT Manager for new starters, all requests first go to our HR department for them to go through all information and ensure it’s correct (to avoid us creating incorrectly spelled users, and to confirm whether the user can have a mobile phone as part of their contract, etc)I’d like to have various “copies” of approval emails that give instructions on what the approver should check depending on what the item is.For example, for emails that go to HR, I’d like them to receive a

I have changed our agent reply template to the following:However, when replying to a ticket, the old agent reply template is added to the new one. Now our new signature is shown, and below it the old one is also shown even though the old one is not part of the template anymore (see below)