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Is it possible to write an expression with nested IF?I want to extract a case number from the subject, but the sender sends emails with three different subjects.My thought was to write a function that checks if the beginning of the subject is XXX, then it should extract in a way. If the subject starts with YYY instead, it must extract in a different way. And if the topic starts with ZZZ, it should extract in a third way.Something like this:if(startsWith('{{ticket.subject}}','XXX'), substring('{{ticket.subject}}', indexOf('{{ticket.subject}}','XXX',0)+length('XXX '), indexOf('{{ticket.subject}}',',',indexOf('{{ticket.subject}}','XXX',0) ) ), if(startsWith('{{ticket.subject}}','YYY'), substring('{{ticket.subject}}', indexOf('{{ticket.subject}}','YYY',0)+length('YYY '), indexOf('{{ticket.subject}}',';',indexOf('{{ticket.subject}}','YYY',0) ) ), substring('{{ticket.subject}}', indexOf('{{ticket.subject}}','ZZZ',0)+length('ZZZ '), indexOf('{{ticket.subject}}',':',i

My parent organisation’s IT team has updated its CNAME records as instructed, but my DKIM settings still cannot be verified. The email address we’d like to use is a subdomain of the parent organisation, for example:organisation = org.ac.ukdepartment = dept.org.ac.ukIf that’s the cause of the problem, could you please suggest a workaround or alternative advice?Thanks a lot, Alastair

Hello, I am James from Chicago. I'd want to change the default Freshdesk theme and add a background image to the search bar.How am I going to do that?

Hello, is the login credentials different for Freshworks Community and Freshdesk Support? When I’m logged into Freshdesk Support I’m not automatically logged into Freshworks Community, is that expected?

Hi,Is it possible to send a link and a small preview of new solution article and when a solution is updates on a specific Microsoft Teams channel instead of me sending a link each time to my colleague?If anyone know how, let me know.   Thank you so much and have a nice day.**Sorry for my english, I’m french, I do my best**

Do you have any reports you can generate to track these Arcade points and badges?How do I see who has won each month or how many points are missing for certain missions?why not also consider Freshchat?

Hi All,I’m fairly new to Freshdesk but have been building a instance for my current company. As part of my Help Portal, I’m attempting to build an all-encompassing form that has some field multi-selects with inputs. I’ve read several Freshdesk help articles and tested quite a bit however I’m not find a definitely answer to if the following is possible:I want to create a drop down field where if a customer selects Company A → They can input their specific domain (text input) versus if they select Company B→ No text input field shows. Is this possible with Ticket Fields? If so does anyone have relative documentation/instructions on how to achieve this?Thanks in advance,~Adam

Hi, We use Omniroute for ticket assignment, we have set a maximum ticket limit to 15, however, Agents can sit with less than this number for a short while. How long does it take to refresh / update so that when the Agent is below the maximum it will assign new tickets? Thanks

Hello Guys, Been trying to extract a specific part of the JQuery response below - { "ticket": { "cc_emails": null, "fwd_emails": null, "reply_cc_emails": null, "bcc_emails": null, "fr_escalated": false, "spam": false, "email_config_id": null, "group_id": , "priority": 1, "requester_id": , "requested_for_id": "responder_id": 1, "source": , "status": , "subject": "HR Onboard(testing)", "to_emails": null, "sla_policy_id": , "department_id": , "id": 83, "type": "Incident", "due_by": "2022-08-16T02:08:08Z", "fr_due_by": "2022-08-07T23:08:09Z", "is_escalated": false, "description": "<div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'><div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'><div style=\"\">\n<table border=\"0\" cells

Hey FS Community!  I’ve been the Freshservice admin for our org for 1.5 years and would consider myself an advanced user for anything offered in the GUI.  However, we’re looking to do more advanced routing of tickets and I’m having trouble with some of my syntaxes when it comes to creating API’s.  A lot of it is simply not understanding the “lingo”.  I’ve taken LinkedIn Learning courses, watched a few API intro courses on YouTube.  Does anyone have recommendations of how I can become more familiar with how to use them?Right now my focus is on creating new tickets based off items selected in a Service Catalog.  The below is almost a foreign language to me.  I don’t know what all the -v -u -H placeholders are, etc.  What am I supposed to do with this sample code?  Just looking to be pointed in the right direction.Thanks!  

Hello, I would like to edit the default theme of Freshdesk and want to add a background image on the search bar? How can I do that?

Has anyone done this, or knows how to help? I’m trying to create an alert from a windows script using curl.I have created an alert with a simple expected payload {  "Source": "$SOURCE",  "Status": "$STATUS"} What format should I use? I’ve tried different variations on the below, and pretty sure I get a connection, but I’m not passing the data correctly (no Alert is generated).curl.exe -H "Content-Type:application/json" -d "{'Source':'myscript', 'Status':'OK' }" https://mycompany.alerts.freshservice.com/integrations/alertid/alerts?auth-key=myauthkey(mycompany, alertid, myauthkey removed from the above, but I have these values from the webhook setup in Freshservice) Regasds,Amdrew 

Hello @all,i would need some help with an automation rule that forwards the last public comment (or reply) with real attachments, if any, from a child ticket to a parent ticket.I got it to work but what i have problems with are the attachments. If i use {{ticket.last_public_comment}} as a placeholder i get the last comment and links to the attachments if there were any. If i add {{ticket.attachments}} nothing changes. This placeholder seems to do nothing.Isn´t there a way that i get real attachments forwarded? Is there another placeholder that i don´t know of? This is  what i have so far: Thanks for your help! 

I am unable to activate the integration between Slack and Freshservice.  Please assist.

2 questions about CSAT in FS(1) Is there a built-in way to allow a client to opt out of the CSAT?I was looking at trying to find a way for a client to opt out of the CSAT surveys by setting a value on their Company page (custom field) which would then be checked in the criteria of the survey - this does not appear to exist.(2) Survey regulation - does it work like I expect it to?Setting it thusly will send 1 x CSAT survey request out once in a custom 18 day period for each client that has a ticket in that 18 day period.OR will FS send out a CSAT survey on every ticket in that 18 day periodTIA for any ideas/insightsBryn

Hi, I have a setup where multiple agents are all using the same project email address. Still, we do want to make a distinction between the agents and assign tickets to specific agents. However, it seems that every agent needs to have a separate email address inside Freshdesk. Is there a way to solve this and use the same email address for multiple agents?thank you,Roger Leenders

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.