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Hello, I am having trouble retrieving historical ticket data, we have a lot of tickets that need to be retrieved for the whole 2024, but i am stuck in how to retrieve all of them. I have tried filtering and also using a “target_date” and a descending order from the latest ticket to the target date but i always get an error (mostly from reaching over the 300 pagination limit). I am trying this in python, can anyone help me on how to build a proper request for this? Thanks

There are two metrics you can use in Analytics that sound almost the same, but when applied give different results: Resolution time in calendar hours Resolved tickets lifetime in Calendar hours What exactly is the difference?

Hello, i want to implement heads up push notificaiton in Android . like IOS have and some other apps like whatapp etc have when app is closed or backgroup notifcation comes as heads up

I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

Hi There, Did you know, is it possible to have an integration of Freshchat and some e-Commerce platform on each country?Our leads challenges us whether is it possible to have the integration?

I need a little bit of help. I’m trying to create a simple automation, Ticket Raised ==> Check Condition ==> Trigger webhook to update the same raised ticket. But I can’t make it work with placeholders on the callback URL: If I fix a ticket to the url, i.e.: https://xyz.freshservice.com/api/v2/tickets/74168 it works but when I use a placeholder to use the ticket id from the first step https://xyz.freshservice.com/api/v2/tickets/{{ticket.id}} then it fails! Not sure why, because no information is available in the log. Do I need to declare a variable form the incoming data and then put that variable in the call back url? Many thanks,

Hello all, In our company, dashboards are a widely used functionality among the different departments. It is a key element in the day-to-day work of the agents. On several occasions we have encountered a bug in which ghost tickets appear, i.e. the dashboard shows us that X person has a ticket. But when we click to go the list with the ticket, no ticket is there: As I have said, this bug happened tu us repeatedly, and 2-3 days latter is back to normality. Has this happened to anyone else? And do you know if there is a way to fix it? Thank you in advance and best regards, David Carvajal

Is there an easy way to move a ticket (that has been created on the wrong contact) to the right contact. I can’t see an obvious way of doing it.

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups: postmaster@outlook.com Your message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators: Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM postmaster@outlook.com Remote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. For more information please go to http://go.microsoft.com/fwlink/?LinkId=526653 AS(8561) [ME3P282MB1553.AUSP282.PROD.OUTLOOK.COM]' Original message headers: Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458%5]) with mapi id 1

Hi all, I am new to Freshdesk and I want to use our extisting customer accounts (from the database of our company’s website). I want our customers to be able to create tickets on the freshdesk customer portal via their existing accounts created our company’s website. I can see that there is an import option using csv files, but I need an option to migrate passwords too. In the long run I need a solution where our customers need to register only one account for using our services and a support desk service too. Does anyone have any ideas? Thanks, Gabor

Just as we have onboarding and offboarding processes, we also need a form for internally transferring employees from one department to another. 😊

Hi everyone I’m looking to set up SLAs in Freshdesk for different ticket types and priorities. Can anyone walk me through the process, or share best practices for configuring SLAs based on customer support tiers? Thanks!

I’m not sure where to turn next to trace this behavior. Orchestration server deployed, shows online. Running the powershell app configured to use the same server. Exact workflow, we are trying to automate user creation, but have a hybrid environment. Normally we use powershell to create the user and o365 mailbox simultaneously. Basic workflow just to see if we can pass the values right now: When Service request is raised If subject contains ‘Employee onboarding requests’ A quick line of powershell that should spit out a .csv on the server containing info from the onboarding server I’m running into two problems. One, out of several attempts at test tickets to see if the automator executes, I’ve only seen it attempt to execute once. That one particular one failed due to the orchestration server being down. Every other test ticket did not create a log entry. If i use the ‘test app action’, i get no feedback. The first day i was running this, i did get some errors back regarding my powersh

Hello, I try to use 2 specific email address to create tickets in Freshdesk. The first email address must create ticket assigned to group “A” and the second email address must create ticket assigned to group “B” but then 2 email address create ticket in group “A”

When I click on a “View the entire article here” link in an FAQ link in my chat bot, it opens to a blank browser page on an internal url with no style applied. See images below: Link for an article Unstyled Browser Window I have three questions. First, does anyone know if it is possible to have links open in a specific URL, such as the Freshdesk Knowledge Base where the bot is hosted? Second, does anyone how to apply a style to the article? Third, if the first/second are not possible, is it possible to disable the link all together? Thanks for your help.

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

Hello everyone, We use Freshdesk as our intranet. We’ve been asked to investigate how we could set view permissions at a category or folder level for solutions for logged-in users. We have a new group of users potentially joining that should only be able to view a specific category. I can see that you can group agents, but is it possible to group logged-in users and assign them permissions? Please do shout if I’ve not explained this clearly enough - grateful for any pointers - thanks, Casey

Hi, There is a problem to create tickets :We are sorry. You have been restricted from accessing this helpdesk page. https://proginelectricite.freshdesk.com/ Can you please help fix it ? Best, Flo

I have created a Service Item with custom fields. I need to have some of these custom fields presented in the approval mail. Is that possible and how? Thanks.

Hello, I’ve embedded the chat widget on my site, but I’m experiencing difficulties applying custom CSS to remove the white background from the floating widget. I’ve tried targeting various classes but haven’t been successful so far. I’ve included images to illustrate the issue and would appreciate any assistance you can provide. Thank you!

Hi, Hopefully there is a simple solution for this, which I just cannot see anymore. I have been building a pair of workflows to process our Service Requests automatically, but it seems that events with Approval change trigger doesn’t get triggered at all. I have tried different methods and checked that there is only one workflow which is watching this Approval change as trigger. I’ve also created a test workflow with only two steps (below) but this didn’t help either. I have tried to remove every other change and action after the Approval Request has been made as I found some information about the bug in this trigger, but that didn’t solve my issue. This should trigger if the Approval Status is changed from Requested to Approved: But I can see from the Request Activities that even this simple thing doesn’t trigger as that Note should have been added into the request ticket. (I manually closed the request as it was a test) This is how approval change is requested on the Approval workflo

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

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, We have whatsapp in freshchat combined with freshdesk. All works fine. Can we install whatsapp business on mobile phone so we can use both. Offcourse the same business number. How to handle this?Any suggestion will appreciated?

I’ve been using Freshdesk now for 18 months and it’s great. We’re really seeing the benefits and starting to onboard more clients and products. However, with expanding this is now throwing up some problems as the products differ. For example I have two products, Product 1 where I want customers to sign up to the portal and have multiple interactions. Product 2, I want the customer to share information one a singular transaction and nothing more. The problem stems from the activation email, it will email both customers after 5 minutes and invite them to sign up. Product 1 has a need for this activation email, Product 2 does not and this creates confusion. If we could skip activation email via the automations (like we skip notification email) this will help solve my problem.