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Hello to all, In our company, we have several teams who can answer customer issues. Today, only my team uses Freshdesk but we want to have 2 other teams to come too.For this I added the two other email addresses in Freshdesk to start getting ready, so that I have :support@our_mail conseil@our_mail coprolib@our_mail My issue is that when a customer send an email to several of these addresses, it creates 2 tickets instead of one even if one was the direct recipient and the other only a CC. Is there a way to avoir creating two tickets ? Or to merge them ? As a bonus, we sometimes get messages from customers not directly addressed to us but as CC. I would still want to get them but, as we are not directly involved, I would like to be able to tag them (either with a tag, or a spectial status). Can I detect this in the automation ?

In big need of help with an idea on how to add, as a note, a new ticket, if that thicket has an existing one’s number in it’s subject, or body.Ex: I have an ongoing issue, in discussion with a customer and his ticket number is 12345. He sends a new message in which he mentions “ticket 12345” in the subject or body of the message, but that only creates a new ticket which i need to merge with the old one… It’s tiresome and wastes a lot of time...Can this new message be added as a note to my existing ticket?Could these notes be made out to different agents? Maybe set some automation rules?I can’t find anything on this subject, so I’m really looking forward to some help on this issue.Thank you!

Hey guys, Can I create articles directly under Categories, so the user won’t be able to click the Folder? In our case this would be an unnecessary step to get to the article directly. Can I either: Make the Folder not clickable Place Articles directly into the Category (without creating a folder)Thanks in advance!

When we’re trying to open CRM portal v2011 with chrome or edge but aren’t seeing anything, we are seeing just an empty page. But we try to open with IE, portal is working, main page is opening.Also an extra information we installed update roll 6 last.What can we do for open to browser other than IE?

Hello, We, as many of you, are using a multilingual support portal. Our clients can submit their tickets on the support portal and we have been able to translate most of the content of how we wish to display the ticket fields to the clients in their own language. However regarding the field Status, which is a default field, we can translate the label Status, but the default list values “open, pending, resolved and cancelled” are not possible to translate. We have added our own custom values to the list, and for these we can translate. Below is what our language file looks like - as you see label and customer label (ie what is displayed to the customer) we can translate as well as choices 6 and 7, which are our own added values to the list. But the default “open, pending, resolved, closed” are not available for translation in the language file. status:        label: Status        customer_label: Status        choices:          choice_6: Waiting on Customer          choice_7: Waiting on

HiMore than likely a learning curve for me here but i am looking to do a simple report for a resolving team statistics over the last month and then six months. My main thing is to setup many reports for the last calendar month that i use at the beginning of every month. I can see some filters etc that lets me set a specific start date to an end date but is there a way to make it so the report does this by itself for the 1st of every month to the last day of each month.  Thanks

Whenever I use the {{ticket.description}} placeholder in a Web Request node the node fails. The execution logs report the following: This only occurs if I am using the {{ticket.description}} placeholder. Has anyone else had an issue with this?Example JSON that fails.Additionally, when using {{ticket.description}} placeholder in the Powershell Orchestrator App Node, the value of {{ticket.description}} does not exist. The command will return success, but I cannot get a simple print statement to output what should be the value of the text. Replacing the placeholder with another placeholder results in success. It is only the {{ticket.description}} that is failing so far.

Hello, we are workin on our customer portal but the translations in german are horrible. Is there any way how i can customize it by myself?   And the other question:  I find some lists of free Themes here but when i click them i get redirectet to the root directory of you support site. Are there any free themes in 2022 which i can download?  greetings David

I have an domain eg: example.freshdesk.com, we have 10 agents now, each agents have different API key, can we just pick one of the agent API key for doing integration in our backend like calling create ticket API, does this work for just pick one of the agent API key for the entire domain in Freshdesk, instead of we need to capture all the agent API key one by one for this entire domain.

Hi I’m having trouble getting all the requesters based on updated_at in Freshservice.For example https://domain.freshservice.com/api/v2/requesters?updated_at=2019-10-02T02:00:00Zresults in 400 BAD request with{"description":"Validation failed","errors":[{"field":"updated_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]}

We often deal with tickets where multiple contacts from the organization are included on the original email / ticket. During correspondence, it is not unusual for some of those who were originally cc’d on the ticket to respond to the thread.We use the “Agent Reply Template” to automatically fill in the {{ticket.requester.firstname}} which doesn’t always correspond to the person that we are replying to. The default “To” email remains locked to the original sender’s email address as well.Is there a way to use a placeholder for the contact / sender’s name instead of the requester name?For example, if john@customer.com emails a question and copies susan@customer.com. When an agent responds, the {{ticket.requester.firstname}} would correspond to John. Later, if Susan replies to the thread, and an agent responds to her latest email, {{ticket.requester.firstname}} would again correspond to John, not Susan. This added “friction” means either the response from the agent is oddly addressed or re

When an Epic is set to Blocked (Ellipsis > Block), there is no indication that it is blocked when viewing the Epics on the Sprints or Tasks pages within the Projects module. It would be great if the Epics showed the Blocked indicator just as project tasks do, similar to what is shown in my quick-n-dirty mock-up below. 

Basically title, I can get SSO working with pre-existing freshworks users however it doesn’t work with users that only exist in Azure AD (“-insert user- cannot be logged in as this user is not part of this organization”). So am I missing something or do you need to add/import users even if they’re going to use their AD login ?

My specific need is to search for all the tickets that were closed on say, 1st June. - It would be really helpful to have this filter. Thank you.

Is it possible to restrict which groups can be selected by a Requester when submitting an incident? For example, say we have groups 1-2-3-4-5 and 3 through 5 are used for internal ticket assignments, almost like subgroups of larger teams.  Ideally we only want the requester to be able to select group 1 or 2 when submitting their ticket. Is there a way we can do that?

Hey Refresh Community, Just wanted to check in and see if anyone has created a daily sales activity report? It should serve as a summary of a salesperson daily engagement.Current manual report table includes the following: Date Company (Account) Person / Designation (Contact) Discussion (Notes?) Potential

I have customized the product styles and frontend using page customization in sandbox. I need to know, If I sync sandbox to production, is that page customization changes will reflect production environment else do we need to copy and paste the code in production environment?

I am looking for a way to allow a person’s supervisor, manager, director etc., access to view their subordinates tickets. For Example I report up to a supervisor, my supervisor reports to a manager, who reports to a director.  We want to allow my supervisor, manager, and director access to see any tickets I have submitted.  For example, if I send an email to my director with a URL link to a ticket I submitted, they should be able to open and view the ticket. I did see an option in the requester record to check “Can see all tickets from this department”.  That works for requesters that are in the same department but most of our managers and directors are in a different department.  Is there a way for a requester to view tickets submitted by a requester in another department?

Hi Everyone!I am new to the community but not in the business. I am running a big firm which is providing software services to the clients all over the world. Sorry, I can’t disclose the company name. The issue is that my customer used to get engaged with the customer via the internet calling system. As we are focused on across the world people, we have to switch VPNs to the targeted country so that we bear the least cost of calling. (Sorry, if you don’t understand that)Anyhow, the problem begins when there is a lot of burden and my employees are unable to switch the VPN to the calling country. Yes! they can do so, but when there is a lot of calls, we missed many in a day in rushy conditions.i dont want to increase more individual cost to divide the customers actually. Tell me the way out so that the VPN switched to the relevant country automatically.Thanks

Hi, I have to update the old tickets to their new categories. I have around 600+ tickets and have multiple new categories to update also. Is there a way to search/filter the ticket via ticket ID then I will bulk update it? TIA

Hi, I’m new to freshworks. I’m unable to verify my company. How to fix it? can anybody help?

hey there guys -i’m a total FreskDesk noob - and i’m an intermediate CSS’er.I’ve changed up the header buttons to match a mock up that we’ve done, BUT it’s made other buttons go bad.Please see the screenshot and let me know if any of you have ever experienced this, and if so, how did you resolve it? Any insight and direction would be super helpful!!A bit of a time crunch on this one. it’s impacting the usability throughout the site.  

Hi, I have this odd scenario where one of our customer service agents consistently favors addressing newer tickets over older ones, and I’ve been racking my brain over how to force him to resolve older tickets first.This person is the son of the CEO, who I cannot get to care about this. Countless attempts to change this behavior have proven fruitless, so I’m looking for a way within Freshdesk that would force this outright.Is there any way to set up automation, or something else, that would make it impossible to resolve a newer ticket until an older ticket, or one with higher priority, has been resolved first? Am at my wit’s end. Thank you

Is there a maximum Field Length for Subject?

I’m curious if anyone has struggled with callers getting stuck in the wait queue, even though there are available agents. Here’s my situation:Call comes into IVR; callers presses 2 to talk to agent Rings to all available agents (2-4 logged in at a time) for :60. If agents are available but don’t answer (because they’re working on another ticket), go to Rollover Call Queue Play Wait Queue Message, append position to wait message Problem: The call only rings back to agents in a new call comes into the queue or if the agent moves into the “available” status.  If the agents finish their other ticket and can now take a call, they call may not ever ring to them again, meaning the caller is just stuck in the queue until the max time.  How do others handle this? Do you require your agents to stop working on calls and take the ticket? Do you separate duties so phone agents are never distracted by other tickets? Do you have agents flip their availability on and off to trigger the phone to ring