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Hello,Is it possible create a custom field, i.e TEST in the Company Field section with a value “TEST” and make it visible in the ticket form creation in the Customer Portal?Thanks,Andrea

Hello!Can we use Macros (Scenario Automations) to send messages to Facebook Messenger? I know that you can send emails with it, can it also handle messages to Facebook?

Hi,Which languages does solution suggestor support? 

Hi Guys,I hard deleted a contact on Friday to be able to create a Agent account for the user. But the contact is still deleting , is there any way to sped up the process? Thanks

I have this problem : we get some automatic emails from « discussions » outside Freshdesk and I would like the emails linked to the same topic to be grouped in the same ticket.All the emails of a topic have the same subject and all the emails for those discussions come from the same contact.In gmail, these are grouped.In Freshdesk, I get a new ticket for each new message, forcing me to spend some time every week to merge them. Is there something we can do to make sure these messages don’t create new tickets all the time ? Either in Freshdesk or in our automatic emails settings ?

 Hello I’m Sato of Digital Stacks in Japan. I know about two ways of Contact deletion.(1) Delete → Restore(2) Delete → Delete foreverIn case of acting these 4 operations, there are no eMail message to the target contact. Is this a specification ?Please reply if you know.  Best regards,Sato

Hello, freshservice it’s for me? Small web agency 

Hi,this is my scenarioAll ticket will be open by email or portal or chat(from my site) i want send email to the customer.I try to use automation but i’ve some problem with email notifyIf  email notify / customer notify / new ticket create is not check(not allow) the mail requester doesn’t receive email notify (i try only by email)If mail notify / customer notify / new ticket create is heck(allow), also phone ticket send email where am i wrong?

Hi,can I customize customer portal?My clients speak italian so i would like to change label into italian language (REQUESTER → RICHIEDENTE; SUBJECT → OGGETTO; DESCRIPTION → DESCRIZIONE ...)

Hi! I was trying to set the time trigger to send a reminder message to the officer (action: send email to agent).However, when using time trigger, the email is sent not just one time but it repeats every 1 hour time.The effect is kind of spamming to the colleagues. Is there any option to select if the repetition is needed or can you suggest a better way to address the opportunity? Thanks for the feedback! 

Hi,When I install Slack app, an error occurs. The error message is “Error while installing the app”.It only happens with my specific Slack workspace, which I want to integrate with. I successfully installed the app to the another Slack workspace. Of course, the user of the Slack is an admin account.To be precise, Freshdesk app (Legacy) was installed to my Slack workspace, but the Slack app was not installed to my Freshdesk account with the error message.Where do you think is the problem?  Masahiro

Hi, I’ve just returned to my portal after the weekend and I noticed my API key is gone. Can you help? I also signed in another email but not showing either.  

I have a user that used to have an account with his email, but things got moved around, and I want him to take over an existing account.   I tried to rename the user, was told he has an account and I have to remove it.So I deleted that account.  Now I tried to change the email to that and receive the following “Please retry in a while, the permanent deletion of this contact is still being processed.”That has been more than 24 hours, how long does it take, that user had no tickets, no work, was more of a placeholder!Thanks.

Hello, When on the main level of the knowledge base, I would like to display less articles under each folder. Right now it will show a pre-view of 5 articles, but I would like to adjust it down to 3 articles showing. Is there a way to do this? ...so ideally I would just the articles test 1, 2 and 3 showing here. 

Is there a way to add a status to sleep a ticket for a specified time?  I want something in addition to pending or a second pending option with a different timer.I found out ways to sleep ticket for specified days since last responded to but this isn’t sufficient for my needs.  I want to be able to sleep ticket for 6 weeks from when I changed status to sleep.

Hi,This article explains that the forwarding feature is only available for some languages.( https://support.freshdesk.com/support/solutions/articles/37541-forward-and-convert-your-support-emails-to-tickets-in-freshdesk )Is there the possibility that it will also be introduced for the Italian language? possibly I can get around the obstacle by changing the language in my panel? 

We are new to Freshdesk with the basic plan, alomst 1 week old, and we were able to study and configure a lot of aspects of Freshdesk. We even got our support email within our domain, verified. Any email sent to this support ID is generating tickets in Freshdesh, but the only concern we have is that none of the notification are going out.We have set notification templates properly, but even the test email from the template is also not going out. Need help to solve this issue so that we can start enjoying this beautiful application which seems to be a helpful option for our organisation ease out the burden of managing email.

Trying to setup my portal to use company DNS but the instructions are conflicted and changing. I have configured as in the instruction on Reg123. The CNAME check is coming back looking correct but unsure if the TXT record is correct. any help appreciated Simon

I´m a new customer for Freshdesk starting today. It works fine to recieve e-mails, but I can not create new once. I get this error message:Det gick inte att skicka e-post på grund av appen "": Cannot read property 'errors' of undefined I can not chose a “from” adress either, so I guess that is the main problem. The drop down is empty, but I have configured several e-mailadresses under Admin>Email. What is wrong?Thanks!

I’ve been having issues attempting to get SAML working with Azure.  I’ve got past initial problems with SAML assertions and responses and am now getting “<test user> an error cannot be logged in as this user is not part of this organization”.  The user is present in Azure and the application is set to not require assignment.  It’s driving me nuts.  Any ideas, please?

not able to click on the help widget captcha  in chrome 80.0.3987.122

We purchased the freshservice starter plan towards the end of April upon first impressions based on the ease of use of the service. We’re a Microsoft 365 company and we opted to use our domain email account as the primary support email with a transport rule set to forward ticket requests to the specified freshservice email id. We noticed that email notifications and responses to tickets stopped being sent to internal requesters or agents. We added the freshservice spf and cname records within our domain registrar, whitelisted ips, run message trace to identify backlog, and still nothing changed. Support thus far has not been responsive to requests in either a timely or technically adequate manner, and lately abrasive when assisting. No logs have been provided by support to help with troubleshooting. It’s been a disappointing experience and as a new customer, we’re hoping someone will adequately assist us in resolving this issue.

Based in the UK, performance of the Freshdesk platform seems really poor this morning, anyone else suffering with this?Server status is showing as ‘green’.I’ve no problems accessing any other sites

We currently have Simple SSO with our Freshdesk and are trying to migrate over to Freshwork Oauth 2.0. We setup a IDP to use with Freshwork SSO but we are getting errors, saying its invalid credentials.  Do we need to turn off the Simple SSO first before the new Freshwork Oauth2.0 will work? We know that our IDP is issuing tokens correctly when we did a test so we’re trying to pinpoint the issue.

Is there a documented behavior for webhooks if the endpoint that is called returns a unsuccessful 500 status code? Is there built-in re-try functionality?