Solved

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us.Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights.  Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it.How do we get a new version of reCaptcha on our support form?  One like this?  

Hi, is there a way to completely control what related articles will show under/next to an article on the knowledge base?I want to have the ability to have complete control over this - and each article should have different “Related articles”

Once a ticket has been added to freshservice from freshdesk thread integration , then we are unable to merge two tickets in freshdesk with freshservice threads. Is there any solution for same 

Dear Freshworks Community, BackgroundI have freshly gotten Freshsales as our main CRM and we have imported a 1000 contacts and 400 accounts into it. The data on these contacts is unfortunately relative scarce but we have for 800 out of the 1000 contacts the LinkedIn profile field filled out.  ProblemNow we would like to use LinkedIn to fill out for example contact fields like email or phone for these 800 contacts with LinkedIn. In addition to that, it would be awesome if we could keep these contacts automatically updated through LinkedIn. Is there any way to do this without programming a plugin or so? Maybe there is a software tool out there enabling us to do that? Additional FeatureThe perfect feature would then be to have a way to automatically create new contacts/accounts in Freshsales through LinkedIn sales navigator. But I guess that is even harder to achieve then the other problems. Did someone have the same problem and found a solution for that? :) Thanks for your help,RobustDes

We currently house our knowledge articles in Google Docs.  Is there an integration with FreshDesk knowledge base.  We want to keep our articles in Google Docs, but would like to implement FreshDesk’s knowledge base.  

Hi Freshworks Community,I hope you're all doing well! I'm currently working with the Freshsales API and am in need of information regarding the rate limits. I've been searching through the documentation, but unfortunately, I couldn't find the specific details.Could someone please guide me to the correct documentation or provide information on the rate limits for the Freshsales API? Your assistance would be greatly appreciated!Thank you in advance.Best regards,Siva Priyan

In FreshSales I know it is possible to perform basic calculations and produce a calculated field but was hoping to do this only in reporting rather than clogging up the field list.I’m looking to get a % of quote value converted purchase value/ quote value a a percentage but I can’t figure out how to do this in Analytics without the additional field added in the Deal module.

I don’t see any way to set default values in fields added to Contact, Account, Deal or Custom Modules.For example, I add a checkbox to a Custom Module,  There seems no way to cause the checkbox to default to “Enabled”.Likewise, if I add a dropdown list, I have no way to set the default selected item.Same would be useful for other fields such as:Text box Multi-select Date (for date I’d like to default to values such as +7days, +1 month, +1 year, etc.Is it possible to set default selected item?  How?

Against a deal I can report the total deal value, which is a combination of the product/s unit price and setup fee.I want to report on just the unit price or setup fee while using a date dimension from a deal. I’ve tried with a custom metric where I subtract the setup fee from the deal value to get the unit price, however when using the metric I am presented with only a created at/updated at date dimension. I want to use a date dimension from the deal. Have already tried custom attributes too without luck.It seems the unit price and setup fee are within the Deal Lines Items module.Happy to use custom fields on the deal but can’t seem to get to the Deal Lines Items into a formula in a deal.Slowly running out of ideas.Ideal scenario. A report that has deal closed date, by month, showing the values of the unit price and setup fee separately.Any help/ideas would be appreciated.

Can FreshDesk open the attachment in the browser instead of downloading it for .pdf files?  I tried Chrome and Edge. If the attachment is .txt or .jpg file, it will display it in a new tab. If it behaves differently depending on the file types, what/where is the setting manages this behavior? The reason why I want open the attachment in the browser is that I hope to print directly from the browser instead of download-open-print. 

Hi, bit of a noob question but we have the standard portal at FreshService;https://companyname.freshservice.com/support/homeAfter a user logs a ticket and then activates their account they get redirected to log onto this portal. We also have a custom portal configured we were going to use for customers;https://ouraccountname.companyname/support/home My ‘test’ customer account can sign into either portal and get the same view of cards, open tickets etc.  So is there a way of making our custom portal ‘default’ for customers without them being redirected automatically to the standard portal if they click on a ticket link in an email. I’ve just clicked on a link for my test account to open a ticket and got directed tohttps://companyname.freshservice.com/support/tickets/54 thanks  

how can you get an export from freshdesk where in the child tickets the ticket id of the parent item is also included? Now you only have the relation (parent or child) but when you have a child ticket, it would be useful to have the number of the parent ticket in the export for reporting purposes. Anyone has an idea?

Hi,Is here anybody who successfully managed to sync their outlook contacts with freshdesk with the use of the market place app “Microsoft Outlook Contacts”? At my helpdesk the sync doesn’t start. I’m not even get asked to log in to my 365 account.best regardsSascha

Hi, this is my first post so let me know if I’m not doing this correctly. We have an employee offboarding process in Freshservice and would like to add Freshservice automation that, when an offboarding ticket is created, sends a KQL query to our Microsoft instance, specifically Defender Advanced Hunting, and the results of the query should be placed back in the ticket.The Microsoft documentation suggests that we should do this via Microsoft Graph.  I’d like to create a FS workflow that makes a web request to Microsoft Graph to start the query, but no matter what combinations of configurations I attempt I get blocked with errors like “invalid host” or "InvalidAuthenticationToken", or whatever.The Microsoft documentation is splintered into scattered sub-topics, doesn’t include examples, and assumes I’m using a programming language like JavaScript, not a platform like FreshService.Has anyone else managed to make calls into Microsoft, not using the existing AD/Azure apps which don’t includ

Hello!A following use case example:Contact creates a ticket that comes to Freshdesk and a Contact record is created for the person. After x time period (for example, 6 months) and no other activity (like further tickets have been raised by the Contact), we would be able to hide/encrypt the identifying data from the Contact record (name, email, etc.) for legal reasons. If the contact would send a ticket again after this, the data would be again unhidden. All tickets data from should still be acccessable for reporting purposes, if needed. This would mostly be related to tickets that are “feedbacks” in nature.I understand that deleting a user would mark all upcoming contacts as spam. Is there any way to “just delete”, without marking as spam?Any other ideas on how to potentially approach this sort of a use case?

Hi, Recently, I have integrated the latest SDK (freshchat_sdk ^0.10.10) of Freshchat for FLUTTER for both iOS and Android into an app I am developing.The integration on the Android platform has been successful and works smoothly. However, I have experienced certain issues when using the Freshchat SDK on iOS, specifically regarding the time it takes for a message to be reflected in the UI after using the Freshchat.showConversations() function.In detail, I have noticed that when a notification is received, it is reflected almost instantly in the ios notifications. However, displaying the message in the UI can take significantly longer compared to the Android experience. This has led to a discrepancy in user experience between the platforms.Since the functionality on Android is seamless and the message is reflected at virtually the same time the notification is received, I would like to request your assistance in addressing this specific issue on iOS. I would appreciate any guidance, sugg

Hello,To give a little background,I am looking to use the Onboarding module to make it easier for our agents to set up any incoming employees to the company. The issue we are currently having is whenever the information submitted gets sent to HR and the approver, we don’t see that information come through the ticket. And even if we wanted to forward the request over, nothing is being shown so the approver doesn’t know what exactly they are approving for.  Thanks in advance. 

Hello, I’m having trouble trying to suppress the notification that is sent automatically when a ticket is closed. I’d read in the knowledge base that you can close a ticket without sending the email notification by pressing shift + close inside the ticket details page (here: How to close a ticket without sending an email notification to the customer? : Freshdesk Support) but, I did some testings and the notification is always sent. Does someone have any idea of what can we do to use this feature?Thank you!

Hello,i have been trying to to update multiple assets via API.The call im trying to make should update a type_field of all assets that are associated to an exisiting ticket, but i cant get it to work correctly. If I use a parser and want to parse the display IDs of all retrieved assets, it obviously runs into failure, because the URL contains the display ID of all assets im trying to update simultanouesly.Does anybody have a good solution for this? I’m super new to API so I don’t have any idea how to bypass the problem with multiple display IDs.Thanks in advance! 

I have replied to a customer on a ticket and the comment no longer shows on the ticket.

Olá a todos! Esse é meu primeiro post por aqui mas pretendo ser bastante e apoiar a todos também em suas questões sobre o Freshservice! Estou com uma dúvida e gostaria de saber se alguém aqui já passou por isso e conseguiu encontrar uma solução. Temos um campo de formulário de tickets que vale apenas para incidentes e não sentido para requisições. Tentamos criar uma regra de negócio para ocultar esse campo quando a condição for ‘Ticket > Tipo’ = ‘Requisição de Serviço’ mas não o campo ‘tipo’ não aparece entre as opções de campos de ticket.Curiosamente, no automatizador de fluxo de trabalho, é possível selecionar este campo sem dificuldades: Será que há alguma alternativa para isso? Caso negativo, fica uma boa sugestão para a Freshworks! Abraços a todos! 

Hi, how i can retrieves appointment using API based on date rang. i tried crm/sales/api/appointments but not able to set the filters Thanks

Is there no way to sort the list of tickets by Resolve By? Seems like a bit of an obvious use case but I can’t see how to do that. By the way, I am also curious to know if the format of columns is configurable. The Resolve By date is pretty cumbersome and all I really need in the list of tickets is something like “In 12 hours...”. If I need the specific date/time I can open the ticket so the long-form date is “fluff” I don’t want or need.

Heya everyone,as the title describes I’m encountering errors when I try submitting a ticket on both the embedded form and the portal itself. I’ve looked it up and it appears as if this is resolved on a case to case basis.Portal URL: https://3001.freshdesk.comEmbedded form: https://dev.3001.host/contact Hope this can get fixed