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 I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively. 

Hi,  I would like to be able to control different access for differents clients we haveHow can I do that? For exemple, when someone from the Y company wants to creat a ticket, he should be able to choose his name in a list which will be only accessible to this company. Is it possible? Many thanks for your help Kind regards, Lauriane

Hi All,We are creating an IT onboarding form in service catalog and not using the out of the box feature. The requester will provide the First name and last name in the form and a third field called Display name should auto populate the values from the other 2 fields as “First name Last Name”. Can you advise how we can achieve this ? 

We are looking to move to freshservice and I am working on our gap analysis. I would like to route knowledge/solutions to an approval group before they are published/available. I am hoping to do this at the Folder level. Right now it looks like you have to manually add approvals for a folder.

Hey everyone, hope everyone in the community is well!I’m a new customer to Freshworks, FreshDesk and FreshChat so I’m learning my around each of the systems stage-by-stage.I do have a question in regards to the Custom CSS Editor, within the Web Chat settings (Within the Freshchat product)I have already inspected various classes, and applied those styles in to the CSS Editor, and used the !important flag as a way to overrule specific styles, but I am a little confused, to whether the preview of the chat embed (I’m referring to the preview panel of the chat window) should be updating in real-time as I’m applying my Custom CSS updates?As it seems no matter which custom styles I am implementing, nothing seems to be updating in terms of the style of the chat within the preview panel.Am I missing a trick somewhere? Ideally, I’m wanting to change the ‘div.body’ background colour through targeting that specific class.Does anyone have any pointers on how to achieve this? I have searched around

Hi All,A bit new to Freshservice right now. But can you advise if we can edit a service item after its created and gone for approval. We are unable to edit a service request field if a requester enters some wrong info.   

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code.Is there a setting in Freshdesk that I can turn off to prevent the code being appended?Thanks in advance for any assistance. 

In Threads Discussion you can send messages with the key combination CTRL+Enter instead of the “Send” button.However, if you use the key combination, it often happens that only part of the written text is sent and not the complete text. The other part of the text is lost and cannot be called up again.What could be the cause of this error or how can we avoid it?Thanks

I’m specifically looking for a recording of this event.  Freshservice automation for Cybersecurity Incidents, Tue, 22 Apr. 2025 at 20:30, Asia/Kolkata | Freshworks CommunityBut in many cases, I can’t find the recordings of events I wasn’t able to attend.

While PDF export is available per the export is pretty awkward. Images often break and fail to render, formatting is inconsistent or removed, seemingly at random. Additionally, like a typical webpage, you get header/footer information that is not configurable.My recommendation is:A UI for configuration of the PDF export (either end-user or admin) Export to respect formatting Export to actually embed images appropriately

I am trying to create a webhook to set the subject line of tickets raised via the Freshdesk portal. I have read and followed the instructions from various Freshworks pages and community articles, and no matter what I do, I cannot get this webhook to work!I can see that the automation has run on all of the test tickets that I have raised - but the subject lines aren’t actually changing! Is anyone able to help with what I am doing wrong? Please note that in the screenshots below I have replaced the URL and API key with placeholders for security reasons, but rest assured that these are entered correctly in the automation!  

I need to customize this alert I’ve inspected and copied the selector yet when I apply the styles in the CSS it just doesnt take I believe it is customizable because upon inspecting and changing style via the browser it takes like a charm   

We’ve recently started experiencing an issue whereby email notifications for both internal support group members and the requester are no longer being sent/received on submission of a new support case via email.Email notifs are being sent when actions are being taken on the ticket (e.g. status updated, etc.) however not on submission (which acknowledges that the ticket was received, alerts team members of a new case, etc.)I’ve seen references to possible sending issues caused by Freshworks imposed blocks due to high spam volumes (which we’ve been experiencing). Any help from an official Freshdesk agent on the matter would be greatly appreciated.

I am finding I go to reply to an email chain and when I click the reply button the response email doesn’t include any history of the previous email correspondence? 

Freshdesk is THE ONLY website doing this in this browser.I am required to utilise the notes section and email replies whilst working.Every time I open the text box using this browser, the text cursor consistently resets itself to the top left of the field.THIS IS COMPLETELY UNUSABLE AND THE ONLY FIX IS TO REINSTALL THE GODDAMN BROWSER.No, I WILL NOT use a different browser, before anyone makes this benign suggestion.Anyone else have this issue and hopefully a more permanent solution?

My problem is that we are using Freshdesk as our helpdesk and knowledge base tool. We have hosted several support articles through Freshdesk, which are currently accessible on the internet when people search for our brand with 'Support', such as 'signeasy support'.In our case, when searching like this, our support pages appear in the results, but with the name 'runonflux' at the top, just above the meta title and description of each page. This occurs for all of our support articles appearing on Google with this title for each page.I have attached a screenshot for reference. Please let me know if there's any way to change this or provide guidance on how to fix it. I couldn't find the same name anywhere in our page source code, which prompted me to reach out here. 

On FreshDesk I want to verify a user for them. So I do NOT need to send them a verification email. Is this possible. I do not care if the users can login, I just want to open tickets for them. I need their emails verified but they always end up in SPAM so I have to phone them anyway. Whats the point of software if I have to phone them anyway?

Hi, slightly unusual request but we’d like to stop our customers from being able to use the ‘Mark Ticket as closed’ button from their ticket view on the portal.  Anyone know if this can be done?  It’s to stop tickets being closed without an agent adding resolution notes and sending out the CSAT survey etc. thanks 

Hi,I have a department that want to see newest conversations in the tickets at the top and not bottom as default. I have looked at the app “Ticket Conversation Customizations” that seems to be able to change this (View latest interaction on the top), but it’s global and cannot be set for just one workspace it seems.Do you know any way that will get them what they want? 

Hey @FW Community,anyone using Threads to collaborate with teams outside of Freshdesk?We are exploring Threads as to be used to loop in an internal team (let’s say third level alike).They are pretty well self-organized and use a group email in Outlook - So the plan is to keep them outside of Freshdesk.Currently they are contacted from agent’s Outlook, so agents do copy&paste all relevant information into the email.On top of that, agents have to juggle tickets in Freshdesk and the team’s responses in their Outlook.With threads we could use canned responses to fill all the details directly from Freshdesk ticket and use automations to reopen tickets on the team’s reply. Here’s the issue (or where at least I see a problem):Creating a Forward Thread via sending an email to the team from our main service address (service@ourcompany.com) The email finds it’s way to the team, so all good. The team replies from Outlook - So one member from her/his private email address. As soon as the answ

We are using https://www.toptal.com/developers/json-formatter to test validate our strings from our logs into json strings for creating a ticket.We had a verified json string, but an error when creating the ticket.  The ticket works sending just “123”Any ideas? { "description": "<pre>***************************************************************************************************<br>QQube Synchronizer - Starting Time: 06/22/2024 12:05:28 PM - Setup Wizard<br>Application Version 10.1</pre>", "subject": "Log file from #0 Demo User Success 6/22/2024 12:05:28 PM Full", "email": "matt@clearify.com", "priority": 1, "status": 1 }

Hi, I’ve configured some whitelist domains for our customers in the Admin - Portals - Settings - Email domain restriction.Do emails coming in that don’t meet this domain criteria for auto logging a ticket get logged anywhere? I know if a ticket is dropped for a deactivated customer contact the email goes to spam view but can’t find where the ‘dropped’ emails go in the system.  ThanksAndy   

Hi everyone,I’ve been working with the Freshworks chatbot self-service widget on my site, and I’ve encountered a bit of a roadblock regarding Content Security Policy (CSP) configuration.To provide some context: we recently decided to move from a third-party service to Freshworks’ native chatbot platform. However, after setting up the widget, users have reported that the chatbot isn't loading properly on certain pages, especially when accessed through specific networks. After some investigation, I suspect this might be due to CSP settings that need to be adjusted.I’m looking for some guidance on how to ensure that the required URLs are properly allowlisted. If anyone has dealt with this issue or has detailed steps on checking and updating CSP configurations for the widget, I would greatly appreciate your input.Here’s what I’ve tried so far:Checking if CSP is enabled through the console. Attempted adding the suggested URLs to our policy, but the issue persists.Additionally, here’s a link

Hello Fresh Community, I submitted a request to FS support for guidance on removing the menu links for “Onboarding requests” & “Offboarding requests” from FS home URL page. These links are towards the bottom of the page next to “Open Tickets”. I was told by FS support they do not support the removal of these menu links and that I would require to hire a service implementation partner to assist. In my opinion, going through lengthy discussions and paperwork with a third-party vendor was not on my mind to simply remove/hide these links from my org’s user base. Does anyone know how I can get remove these links?   

I would like to customize the fields shown in the contact details side panel when agents look at tickets. Is this possible? Here is my use case, I have all my users in the contact list and I have extra fields for them, such as what department they works in - say HR, Finance, Stores etc. and another field is what building they work in. Now I would this to be visible when I look at a ticket in the Contact details side panel - e.g. this screenshot. Some of this is visible when you press on view more info, but this is an extra step and should not be needed.Karl