Solved

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, I’m having difficulties configuring the integration between Freshservice Alerts and SolarWinds.I used this documentation:https://support.freshservice.com/support/solutions/articles/50000002747-integrate-solarwinds-npm-with-freshservice-alert-managementWhen trying to simulate the alert SolarWinds says that ‘action executed successfully’ but the test alert is not created in the alerts section in Freshservice.API reference at https://api.freshservice.com/#introduction shows CURL examples only for tickets, changes etc. but not for Alerts.Can anyone suggest how can I debug the configuration using CURL or some other method?Has anyone successfully configured the integration with SolarWinds? Any gotchas you experienced during the integration setup?Thanks!P.S.I’m not a developer.  

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?

Hi all, We are exploring on FreshWorks CRM. I noticed there is Contacts and Accounts in FreshWorks. And we noticed we can just use Contacts, without needing to tagged to any Account.After created a Contact, I can add a Deal to this Contact, and subsequently moving the Deals all the way to Won status (Deal closed). P/S: Our business is B2C (Business to Consumer), our customers are individual consumers, so we interact directly with consumers instead of Companies. So I would like to understand, in such case, under what circumstances that we need to use an Account? (ie: To tagged a Contact to an Account). Any implications if we don’t create any Accounts at all?For eg, will it affect the default Analytics reports, etc Thank you.    

Hi! Since last friday all replies inside the tickets are getting bounced (temporary error). How can I troubleshoot this issue to get a clearer picture of the problem?  Thank you for your help.

 Once we try to give answer to customer about issue or because ticket is solved, it appears that applicant do not receive any E-mail written and sent from freshdesk app. The problem might due to improper setting ?!? De facto we had checked all of them without finding anything apparently wrong. Currently we are using the sprout version of Freshdesk. Any idea, please.   

Good day, I've encountered a problem with getting agent data via Freshservice API. I'm making a GET request at '/agents/${id}’ to accuire an agent user data information, but in response I'm getting 404 Not Found Error.I use requester Id that is present with the creation of a ticket. I should note, that when the requester is not a Freshservice agent I can get their data just fine. How can I fix this problem, or is it a known problem? If so, when I can hope it will be fixed? 

I have again come across a FreshDesk UI that seems so obvious to me that my very first reaction is that the problem here is behind the keyboard ie. I haven’t learned how to do this yet. When viewing a ticket, events (replies, notes) are listed in chronological order ie. the most recent events are at the bottom. Pretty close to 100% of our tickets have enough events that scrolling is required, just to check the most recent event. Any time I have to do the same thing, over and over, all the time and for what seems to be THE most common use case - I just have to believe I am missing something obvious. Can someone please tell me how I can configure FreshDesk so that the most recent ticket events are listed first? Thank you.

As a new user of FreshDesk I am coming up to speed with the various features and, in particular, how it aligns with our own business processes. One use case that is very common for us is to have a ticket where the next step (not necessarily resolution) is required from someone outside of our organization. The most obvious situation is where we email a customer asking for some information. In this situation we want a way to specify that we will wait for a certain period of time i.e. the ticket is “on hold” for a few days. For example, when sending a question to a customer we might decide we are OK waiting up to two days for a response, before taking a next step ourselves (resending, phoning, etc). The only slightly overlapping field I see for this is Resolve By. But, of course, the use case is quite different. We are not expecting that the ticket is resolved, merely that the next step is taken. We’d then want a sorted list of tickets, where those that have been “punted” for a few days a