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Hi,I’m new to this community.I’m trying to find a solution to the following problem.We have a SaaS product and using Freshdesk (FD) as our helpdesk system. I’m trying to start-up a community forum on FD but only for paying clients on our SaaS product. I’d like to have them registered and authenticated by our SaaS product accounts rather then google or FB etc.Is this possible?We don’t want to have their contacts created in FD due to PII data concerns, just authenticated via our product.ThanksShamila

Hi,I am exploring the possibility to update a new ticket’s due by using Update A Ticket API, document for the related API as below:https://api.freshservice.com/v1/#update_ticket_priority May I know if all fields of a ticket can be updated by using this API? Cause I tried priority field, and it is updated successfully, but it doesn’t work for due by. Regards,Roland Ng

@All, How can create a custom regular forms in Freshservice.When i say custom forms, its not related to Service Catalgs. TIAVijay

Hi Team,We have received an email from the customer with an issue, as per the information in the website this email should be automatically converted into a ticket and it should be available in our account dashboard. But now the emails are not converting into a ticket automatically and those are not available in Dashboard. Thanks Gowtam 

I'm having trouble signing in to my account. I will follow the update of my browser as you recommended. I have employee monitoring software running and it recognizes this site as untrustworthy. It turns out that I cannot use your product during worktime. Please help me to solve the problem.

I am adding Drones as an asset, I would like to require creation of a controller asset when someone adds a drone. Can anyone point me towards a good reference? 

This feels like a recent change, but if I make a private (or public) note on a ticket I have noticed recently that I get a “# New Conversations” popup that persists until I click the refresh button on the popup.  Sample of the notificationI totally get the validity of these popups if the ticket customer, or another agent were to make a note on the ticket, but if I am the one making the update, these notifications only serve as noise and confusion.Now when I see the notification, I need to try to determine if the notification is about “my saved note” or perhaps something new just came in?The popup doesn’t disappear with time like the save confirmation note in the upper right corner, instead it sits there front and center. Again, I think this just started recently.  I called support and they said it was ‘by design’  with the idea that multiple people are commenting on a ticket.  Again I get the need if someone else comments on the ticket, but if I save a note, you don’t need to tell me t

HiI am getting You are not authorized to perform this action. while I am trying to get “api/v2/groups” api. It seems I need permission. How can I set admin permission to the key. Thanks,Masum

Is there a way to not make the requester reply to a closed ticket? And leave a message saying to open a new one instead when we close ticket?

Is there an way to create a custom report that shows CSAT survey responses?

May I ask why tabular data don’t display all the rows? In my case, it only displays 31 rows instead of what it displayed in title (63 Records)

Hello, I see the new plan Freshsales Suite but now seem CPQ addons it’s included in the plan.Am I right? In the past it’s a reason why I dont buy it. 

<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?