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<script>        window.fwSettings = {            'widget_id': 67000000128        };        var url            = window.location.href;        var systemName    = "VuPoint Ticket";        var pathArray    = window.location.pathname.split('/');        pathName        = pathArray[0];        if (pathName)        {            switch (pathName.toLowerCase) {                case "asset":                    systemName = "Asset Manager Ticket";                    break;                case "servicequote":                    systemName = "Service Quote Ticket";                    break;                case "order":                    systemName = "Order Ticket";                    break;                case "customer":                    systemName = "Customer Ticket";                    break;                case "newproductquote":                    systemName = "New Product Quote Ticket";                }        }        FreshworksWidget('prefill', 'ticketForm', {            type: '${sys

I have a user having an issue pasting an image from the snipping tool to Chrome. It works without issue in Firefox, and she also has no issue pasting in to another workstation’s Chrome. She’s using no extensions.She gets the error “Image cannot be loaded from the passed link”.

Hello,I’m setting up Azure Alerting to FS, following this article. Integrate Microsoft Azure with Freshservice Alert Management : FreshserviceI’ve setup both ends. But the article does not mention what the URI is in one of the steps in Azure.Where do I find the URI? Thanks

HiAre we able to edit the ‘check out’ page that appears when you press the ‘place request’ button in the service catalog? We have a scenario whereby for some of our service requests we don’t want to show the cost (or total cost) field to the requester when they are viewing the ‘Items requested’ page.  ThanksPhil.

Hi there,We often forward tickets to a 3rd party for comment. Usually when they respond, it appears as a private note. This is expected and desired behaviour.However, if they respond from a different email address, e.g. if the forward is to info@3rdpartyco.com but the reply comes from joe@3rdpartyco.com, the response is added as a public response.This creates an issue, because then when we later respond to the customer using "Reply", the 3rd party's response ends up in the email chain.Some may say this is expected behaviour, BUT, we actually have info@3rdpartyco.com and joe@3rdpartyco.com set up as a single Freshdesk contact with multiple email addresses. It seems as if Freshdesk is not being smart enough to recognise that this is the case and that the response should therefore be private, as its the same contact that the ticket was forwarded to. I would say this is either a bug or a lack of what would be intended/expected functionality.Can anyone comment or share their experience?Than

Hi,how can I copy data from all my tickets that is stored in the default field Type to a my new field keeping the same information?Default field:New field: The reason for the copy is that we stared a few years ago using this default field but now realize that it was a mistake. We want to start using rule based sections to show fields depending on type of question and default fields cannot be moved to sections. So basically we want to take our hundreds of tickets an copy the data as is between to identical fields. RegardsHenrik

Hello, I am Kieyla,  Running a business in uae can the Freshwork CRM helps me automating my task or business? I want to improve my business through freshwork crm. How it can be useful in improving my business. Here are my business details. thanks

Hello, from today we have a problem with creating a new ticket. We tried to create it from 2 customer accounts with Chrome, Edge and old Internet Explorer. All those web browsers have the same problem with “Send” button. Nothing happens when we click on it.Thank you for help.

How do you ensure that pre-approved changes are indeed pre-approved and not being selected to skip approvals? I know actions that can be manually done to prevent this but I want to enable change implementers to use pre-approved changes more effectively. My initial thought was to have a business rule that forces a change template is selected/required on submitting the change request but there other benefits to using templates outside of pre-approval and doesn’t really fix the change process avoidance issue.How are you doing this at your organization? We tend to align with ITIL where possible but has been a 2 year journey thus far. Thanks in advance. 

Is there a way to modify some fields, i.e. if I need to change Urenecy to these 4 categories (low, medium, high, critical) how do I proceed

Hello everyone，May I know how to change the tab color of the “New support ticket“ and “ Check ticket status”?Which color configuration items should I modify, please?  

I am trying to integrate our FreshDesk application with GitHub, using the app described here: https://support.freshdesk.com/support/solutions/articles/214680-the-github-app However, when I go to the “Add More Apps” page and search for “GitHub”, the app in that article does not show up. I only see third-party GitHub apps that require separate accounts with their developers, not native FreshDesk apps. How can I find and install the app described in https://support.freshdesk.com/support/solutions/articles/214680-the-github-app ? 

Hello Team,I’m having problem on the ticket note feature, some of the agents not seeing the notes even if they are copied or directly sent to them. I’m thinking because the agent is not part of the group? is there a way to edit notes? I’m seeing this option in the admin role setupI’m note sure if this will enable editing or just the viewing?

I have followed the instructions for DKIM and published the 4 records.As you know, one of the records instructed to publish does not end in “_domainkey”.  it is simply “fddkim” which resolves to “spfmx1.domainkey.freshemail.io”.That fddkim dkim key always fails and I assume it is because the string _domainkey is a fixed part of the specification. I have tried to add it to my DNS provider both ways (with and without “_domainkey”), and it always fails. What is recommendation?  It would seem that you are recommending that we publish a record that violates the DKIM standard.  Thank You

Hi there!  I was using Freshdesk with my old company (on the Free Plan), and we were able to change our Portal URL to ourcompanyname.freshdesk.com.With my new Freshdesk account (also on the Free Plan as of now), I can’t see where to change the Portal URL (or, it may be possible but only on paid plans).  My Portal URL looks like this currently: https://newaccount1629218155763.freshdesk.com/I’d love for it to have my companyname.freshdesk.com.  Is that still possible in the free plan or do I need to upgrade?  Thank you!

How do you delete reports in Freshservice?  I can’t find the button to delete a report.

Hello,I’m new to Freshservice. I just want to ask if where can maintain the Sub-category and Item for SR?  I'm having this kind of ticket view for all SR tickets. Also, I noticed when I point it to subject field, it will show - this ticket has no description. Is this the description system is referring to?Note : All my SR has description since its a required field. so i wonder what is this thing.

Hello community.I have been struggling with support in order to sort out a problem about a race condition.I developed a bunch of automation rules + a serveless app to handle notifications based on a condition. The main purpose of this functionality is that once agents select mark a custom field it creates another ticket on a dummy group to handle times since this field has been marked so I can handle events based on that. From now on, this ticket is called Handler(I had to do it in that way as far as Freshdesk serverless app is not passing the Custom fields, so that is my clunky workaround)There is a hidden field which points from the main ticket to the handler ticket. Once the custom field is no longer selected, the handler ticket should be removed and the pointer from the main to the handler is removed.The problem is that the automation occurss in the next way: Therefore if you do not execute the rules in that certain order, the webhook will fail as far as the field is updated.Is any

Hi, There used to be a ticket of the recording of our outgoing phone calls when using Fresh Desk - Is this service no longer available?  We no longer receive a ticket with the recording after placing an outgoing call? Any help would be appreciated!

I’m not the “super admin” within my Fresh Service instance but I have been granted some elevated permissions.  I’m want to access the “https://millimanhelpdesk.freshservice.com/api/v2/groups” api to pull a list of groups - primarily to match group ID to group name.  However, I’m currently getting an “access_denied” message.  What permissions do I need to ask for in order to access the groups api?   Thanks,Ryan 

Hello there,I have a problem after getting a call in freshdesk.When someone calling us you can see his name - and it’s all ok. But after clickin it:  It doesn’t open specific contact - which will be easier to look for every tickets on this customer.It’s open all contact that we have saved.Is there any solution to open a specific contact after clicking his name?Thanks all for helping!

Hello all,I have noticed that sometimes (not always) there is a significant time difference (approx 60 mins) between the time that a customer replies to a FreshDesk ticket and me receiving an email notification or a notification by the MS Teams bot. Has anyone else experienced the same issue? Its weird as it is not happening all the times but at least once or twice a day to me and it is quite important as I am receiving a serious amount of FD tickets in daily basis.Thank you.

Hi everyone, I am still new in Freshdesk and have been using it for the last 3 months with my team.For more efficiency, we want to be able to import our archived emails and search them easily within Freshdesk. For this, I wanted to tag some tickets that I selected from a search result.Something like :search for all tickets with the keyword « Assemblée Générale » tag all results with the tag « AG » search for all tickets with the keyword « AG » also tag all results with the tag « AG »And then, when we need to search through our old history, my agents can use this limited selection of tags as reference instead of trying to use complicated search strings. Of course, if there is a very different way to build my easy-to-search knowledge base, I am quite willing to explore these ways.I also want to use the solutions but it takes a lot of time to write them down properly and I want to gain efficiency before this.

I have a webhook set up for when new tickets are created. I have had it set up for a while with no issues but today I had a ticket come in and the webhook was triggered twice, exactly 5 minutes apart. Anyone know why this could’ve happened?

I am looking for a way to automatically cleanup aged tickets.If a ticket is older than 48 hours, and has been responded to, send an email reminder to the requestor asking for followup or the ticket will be closed. After 48 more hours and no update, mark the ticket resolvedIs there a setting or plug in that will do this?