Skip to main content

Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

#2024Wrapped – Happy Holidays!!! 🎉 Here’s to an amazing 2025! 🚀

5 days ago

Community
Search

Solved

1103 Posts

Recently active

Most views Most replies

AmosMApprentice

asked in How do I....?

email notifications not being sent and non agents unable to create tickets

I have setup a new freshdesk system and the agents are not receiving emails when new tickets are create or when they are assigned to them - it is enabled.Also, end users are unable to log tickets and get the following error - I suspect both issues are related.“We are sorry. You have been restricted from accessing this helpdesk page”

fcareApprentice

asked in How do I....?

Send a note to agents on ticket creation

I want to send a specific reminder note to agents on ticket creation when certain phrases are in the body and subject of their ticket. How would I do that?

dmagillApprentice

asked in Apps and Marketplace Integrations

Apps not available

Just signed up with Freshdesk and am wanting to integrate with PagerDuty. The FAQs say I should go to Admin → Helpdesk Productivity → Apps, but I do not see that in my admin area. PagerDuty integration is supposed to be available for all plans according to https://support.freshdesk.com/support/solutions/articles/50000002937-integrating-your-freshdesk-account-with-pagerduty . (We’re signed up for the Sprout plan at the moment). Anyone know what I need to do to get this enabled?

Samanthasteves9Apprentice

asked in How do I....?

Hi there I have Some Basic questions

I am getting started with Freshwork and looking to use the software to improve the performance of our organization. We are the distributors taking rights from TV for broadcasting IPL (Indian Premiere Leage) watch airtel tv on pc every single person who sign up generate revenue. Now the issue is my team is not able to properly keep the sales record. I just needed to know will Fresh work software resolve my problem by tracking my sales?

CPadminContributor

asked in How do I....?

#8145891 Multilanguage Support for Services

I have previously submitted a ticket and there hasn’t been a reply, ticket was closed automatically too. Does anyone know how to go about resolving this issue:I have three different support email and is there a possibility to add a "default" language for users from each individual support email? Else the CSAT sent out will be just English.

QuizzesApprentice

asked in How do I....?

Has anyone deployed a series of quizzes on the knowledge base articles. We will be using this for an internal solution and quizzing on knowledge would be great.

Thomas CroonenApprentice

asked in How do I....?

Can't add Excel to private note in incident

I have an incident to which I’d like to add an Excel file in private notes. When I attach the file, the “add private note” button is suddenly greyed out. Seems like a bug?

rperlasApprentice

asked in Automations and Workflows

Freshdesk Automation to Discord (Webhook Trigger)

Hello.Have anybody tried creating a working Automation Rule in Freshdesk using Webhook Discord?When I tried to use the Discord webhook link, it’s not sending anything to my discord text channel.However, I found a work around on this. I created a webhook in https://pipedream.com/ and connected it to my Discord webhook.I then used the webhook generated from pipedream on my Freshdesk Automation rule and it works.I was just wondering if there are any easier way to do this. Thanks.

rperlasApprentice

asked in Automations and Workflows

Automation (Webhook) not triggering on tickets converted from freshchat

I have a problem with my automation rules.When a ticket is created from FRESHCHAT to FRESHDESK my rules are not being triggered.When a ticket is created from FRESHDESK itself, the rules are working normally.

mentos_blueApprentice

asked in Portal/Knowledge Base

Background color / image - Self Service Portal

Good day, how to change the top background image in Self Service Portal? I mean in my example the purple colored background.Thank you very much for your help.

kuchkrApprentice

asked in FreshThemes Gallery

internal tickets

Hi, is there any way to create an "internal" ticket that is not connected to an actual customer/contact but rather just a name? Every time we create a ticket, a "ticket created"-mail is sent to the customer. We would just like to create a ticket internally to work on, where no emails are sent to the customer. However at the same time, we also want to be able to create tickets where regular emails ARE sent to the customer, so they can follow the ticket. We want to use Freshdesk to replace "Microsoft Planner" which we are using today. We use Microsoft Planner to add 'tasks' (rather than 'tickets'). These tasks can be commented, edited etc. without sending any kind of notifications. We use this for the purpose of planning and following up with a customers case, so it's not forgotten. Any ideas on how we can accomplish what we have in Microsoft Planner, in Freshdesk instead?

mark_16129Contributor

asked in How do I....?

Allow tab indentations in support tickets

When copying code into a support ticket generated on a support portal, freshdesk sems to accept spaces but ignore tab indentations. For example When pasted looks like The tab key does not seem to do anything either when used in the ticket window.Is it possible to support tab key indentiaton in Freshdesk?

NihashiniApprentice

asked in Knowledge Base

Filtering the article based in the number of views (hits)

I wanted to display the articles based on tags, if the articles exceed some 100 numbers, then I will have to filter them based on the number of views,so that I can show only first 10 most viewed articles in my page.kindly, help me out.Thanks

JohanInsakaApprentice

asked in How do I....?

Only some emails not converted into tickets

We have had it happen a handfull time that a customer would contact us via some other channel and say that they sent an email but we never responded. Then, when we check the tickets, there’s no trace of anything from that person.We are using GSuite email with a custom support email and forwarding set up to Freshdesk. We get plenty of tickets so the system is working and the set up is correct. But why would only some emails never make it to tickets and be lost in space?

southtexApprentice

asked in How do I....?

Disable customer browser version/OS in ticket?

When a contact/customer creates a ticket, can we disable the browser version and OS information that is captured? Our customers deal with sensitive data and this information does not need to be captured or stored anywhere.

aGroupLotseApprentice

asked in How do I....?

Liquid error: undefined method `name' for nil:NilClass

Dear everybody, In our Helpdesk we have the following "Liquid error: undefined method `name' for nil:NilClass": Right above the header. Does anyone knows about it? Best,GroupLotse Admin

rus.yates-aylottContributor

asked in How do I....?

New Problem Tracker

We use Tracker tickets to monitor problem cases and update all related tickets. This is fine where tickets have been raised. However, if a Problem comes up before any tickets are raised, I want to be able to create a tracker. Normally I would do this from inside another ticket but in this scenario, no ticket yet exists. The only way I can see is to create a dummy ticket first, then create the tracker from within it and then delete the original ticket which is clumpy.It would be handy to be able to create new tickets as Tracker cases or at least, to be able to convert a regular ticket into a tracker.

MaelonApprentice

asked in How do I....?

Average Resolution Time Waiting for Customer

In the Freshdesk Analytics there is a Graph which displays the “Average Resolution Time” in Busines Hours. Ist it possible to NOT include the time of Tickets which were in the Status “Waiting for Customers” or “Waiting for Third Party” since we sadly often have to wait 3+ Days for Customers to answer. And that blows up our resolution time

gary.carterApprentice

asked in How do I....?

Idea Suggestion - Arcade. Allow uploading of our own badge images

The arcade feature is a great way to get some friendly competition going between agents.However, the limited badge graphics really aggravate me! I wanted to make tiers to each ‘statistic’ level reached. EG; Resolve 50 tickets, resolve 100 tickets, resolve 500, etc etcThat’s fine I can do this - however I have to choose a different badge graphic. This doesn't make much sense, that I have a badge called Telephone Master, but it has a symbol of a cup of coffee because I already used the phone icon badge.A feature allowing us to either upload our own images (Constrain it to a set dimensions to prevent abuse of file sizes etc). This would allow me to create a ‘Telephone’ graphic that’s bronze, silver, gold, platinum, diamond etc.ORUse preset badges we have already but allow usage of the same badge for multiple achievements. Maybe even an option to shift the hue of said badge to allow differentiating the ‘levels’ if you are doing that kind of thing.

saramickeeyApprentice

asked in How do I....?

How do freshworks treats to their newbie agent?

Actually, I’m new to freshworks and want to become an agent for them. But having no knowledge about that. I’ve developed an thop tv app and want sale it. Adding with kindly tell me about Freshdesk Agent fundamentals.

ledude1Apprentice

asked in How do I....?

Setting the TXT for Cloudflare DNS

Hi all. Can someone help out with setting the TXT in Cloudflare dns? This is how I did it and freshdesk is not recognizing it. I have followed all the FAQ and I’m still having problem with it.So under name I put the : fdkey.sudomain.freshdesk.com Under Content i put the fdkeyDid I do it right? Cuz I’ve flip it all kind of variation and freshdesk is still not able to verify it.I’ve tried this variation: So under name I put the : fdkeyUnder Content i put the fdkey.sudomain.freshdesk.com Please help?

CPadminContributor

asked in How do I....?

Facebook Messenger Bug

I was receiving DMs normally two days ago. Today however, a DM came in through one of my Facebook pages and I did not receive this message in Freshdesk. A quick search of the user’s name, also did not show any relevant results. I now have to log this manually through Facebook. Can someone assist on this?

Jacob123Apprentice

asked in How do I....?

freshdesk community

Many of people are here asking about the freshdesk community which is somehow confusing for me as well. I want to know what is exact purpose because some times I saw people’s queries about cars, drifting also. Thank you

Cristina RoldanApprentice

asked in How do I....?

Translations of Ticket Fields for several portals

Hello, For Freshdesk, we are trying to configure different portals for each own language (spanish, english, french and italian). We were following the steps indicated here: https://support.freshdesk.com/support/solutions/articles/239337-multilingual-ticket-fields-and-forms We import the modified yml file but no changes are made on the portal.The main appearence on the portal is translated but not the ticket fields. I attach you the fr.yml file with the translations we made (it’s the same result for the rest of the languages) Anyone with the same problem? Thanks and kind regards

a5hamanApprentice

asked in How do I....?

Encountered this issue

Am getting an error message, scheduled maintenance is under progress. Thisi is only after barely 15mins of usage for the first time. Created a few articles which are now not accessible since I cannot return to my portal.Read a couple of similar issues here and that the actual cause is that my account is being flagged for suspicious activity? Barely used it so not sure how come this happened. Please assist to reinstate my portal. I have not even had the chance to change the domain name. Thank you in advance. Husni Account Name: newaccount1614733232737.freshdesk.com

1
...
40
41
42
43
44
45

Page 43 / 45

Badge winners

johanjanihas earned the badge Lightning (Mc)Learner
motarohas earned the badge Wizard of Creative Thinking (5)
Grant Ehas earned the badge Salud, Ideator
jcapitan-shorelinehas earned the badge Salud, Ideator
tyreshophas earned the badge Salud, Ideator

Show all badges

Powered by Gainsight

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK