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We’ve been using Freshservice for a while now and earlier this year adopted Onboarding and Offboarding, in which we utilize Workflow Automator to automate certain aspects of what we do. Because of this, we’ve noticed multiple issues. Dependent Fields (Onboarding) We’ve noticed that in Employee Onboarding, it’s impossible to access the lower levels of a Dependent Field. Currently, we use one so that our HR team can notify us of a new member’s department, but can only access level 1 of the dependent field. Unlike in a Service Catalog Item, there is no dropdown to select level 2 or 3.Dependent field when viewed via the “Employee Onboarding” section of the placeholders menuDependent Field when viewing from the “Service Item” section of the placeholders menu Paragraph Fields (Offboarding) Paragraph fields are inaccessible through the offboarding section of the placeholders menu. User being offboarded dropdown (Offboarding) When trying to select information about the user being offboarded, o

Hi there, I tried to import some companies following your process in CSV, using the right format, the right headers but the mapping fails despite multiple attempts. With Hubspot I can import Excel files and the mapping is suggested (green = fields are identified and mapped, red = fields need to be mapped manually). That would be great to simplify this process and make it simple for all 😀  

Adding this to this particluar forum even though this is for Freshservice and not Freshdesk.  There doesn’t appear to be an API subforum for API in Freshservice?But anyway, I’m trying to update old tickets with summarized resolutions notes via API (yes, without Freddy) but haven’t had any success.  Has anyone had luck using API to update Resolution Notes in a ticket?  In Freshservice’ defense I don’t see any documentation about using the API in this way.  But I was hoping it’d be a simple matter of generating a body/json that looks like: {     “ticket”: {           “resolution_notes” : In order to fix this we had to use this 3 step guide”,           “resolution_notes_html” : <div dir="ltr">In order to fix this, we had to use this 3 step guide."</div>     }}The error I’m getting back indicates that it’s not an expected field saying “Validadtion failed” and listing the “resolution_notes”    I’ve tried with bypass mandatory and without.  Am I overlooking something simple in th

Hi,On the “Show Activities” feature on freshdesk, is there any way we can export those activities for all ticket within certain created time?Thank you

Hi,I’m trying to use the Freshdesk-Slack integration..I added some new public channels to our Slack in order to redirect the notifications there, and when I’m trying to add these channels to the Access Public Channels, they are not in the list of choices.Any idea on what the problem might be?This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately Thanks!

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

How am I supposed to make an API call to view a list of subfolders? To view list of a Solution Folder you have to put in the category as a param…/api/v2/solutions/folders?category_id={id}

HelloI have a website and I'm interested in a special form of Paniotatz for customer service that currently reaches me to the email defined in freshdesk, so using webhooks the customer will receive a return message to WhatsApp or the email he entered. But I encounter a problem when I try to create an automation, I don't get a proper URL link to put them on my website or on WhatsApp, how do I create this link?

I am using 3 historical reportsconversation_agent_assigned which has interaction_id message_sent which has both and classic which has interaction_id my issue is the interaction_id in classic is like the interaction_raw_id in message_sentand my interaction_id in conversation_agent_assigned is like interaction_id in message sent but there is no link between conversation_agent_assigned and classicthere is through message_sent but i cannot rely soley on that if i want to get assignment and interaction data where there are no messages sent

It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute. note - both execute just fine if the ticket is created directly w/in freshdesk. 

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.   

 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

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

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

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