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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. 

We are trying to be more consistent with making sure our team members are booking time to the tickets they work on.I would like to build an Analytics report (or a Freshdesk view - that would be fine too) that shows all resolved tickets that do not have any timesheet entries against them.I’ve had a good look through all of the example reports and tried to build one myself, but haven’t had any joy.Is anyone able to point me in the right direction for this? Has anyone done a report or view similar to this?

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 All,New user here.  I am setting up our dashboard and I’d like to be able to display Urgent and High Priority ticket numbers, but when I set this widget up, it showed me a count of 5.  I knew we didn’t have any open tickets that were urgent or high priority, but realised it was showing all of them, which included the 5 closed ones.I can’t seem to find a way to filter the widget to only show those tickets that are not closed or resolved.Any help is much appreciated.

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   

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

Google Script app codefunction createTicket(e) { var API_KEY='My API '; var ENDPOINT = 'My domain'; // change to https if SSL is configured. var headers = { 'Content-type': 'application/json', 'Authorization': 'Basic ' + Utilities.base64Encode(API_KEY + ':X') }; var payload = JSON.stringify({"description":"Help needed desparately","subject":"Testing API","email":"user@test.com","priority":1,"status": 2 ,/*I did try this didn't work either*/// 'custom_field[cf_campus]':'QLD'"custom_field": { "cf_campus": "QLD" }}) var url = ENDPOINT + '/api/v2/tickets'; var options = { 'method': 'post', 'headers': headers, 'payload': payload, muteHttpExceptions: true }; // Logger.log("url: " + url); Logger.log("payload: " + options.payload); Logger.log("headers: " + options.headers); var response = UrlFetchApp.fetch(url, options); Logger.log("code: " + response.getResponseCode()); Logger.log("text: " + response.getContentText());}/* Getting this error in outputco

Hi I made an Google Script app(Used this template) to create help desk ticket but when I run my app its getting error 410 “Deprecated API” api POST a create ticket are getting error 410 "Deprecated API"

Hello Support, We have some custom HTML email templates (Built in Dreamweaver) and we want to use these formats in Freshdesk email notifications templates.This is an example of the HTML template: How can I import or insert a custom HTML template for Freshdesk notification templates? Regards,Rafael

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and  that were created 7 days ago or older I’m getting emails fortickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old.  I’m not getting those emails.   here is the flow and the pieces.  Any help or guidance is greatly appreciated.     The execution log show that the HowOld expression was successful on older tickets but I’m not getting the emails for them. 

We would like to know if it's possible to get user geolocation for  whatsapp in a chatbot in order to used those coordinates in api to send it the nearest office location also as geolocation.

Hello dear engineers,We are implementing a reverse proxy solution so that, upon migrating from our current FAQ to the FreshDesk hosted one, we can support the validation of all historical links and still serve new content.At first, it all worked well, but progressively we started seeing more and more “403 Forbidden” errors intermittently. This means that pages could either load, not load, or partially load.I suspect that, since now all of our traffic will be coming from a single location, it is possible we have been flagged as potential offenders by your networking strategy.Would it be possible to either confirm/infirm the above? I can provide you with our IP address to be whitelisted for this behaviour to go away.Thank you very much for any help you can provideRegardsKevin

I have a user who keeps getting this message when logging into Freshdesk.  How to suppress it?   The user *has* installed the Freshdesk plug in on his Teams. .  

as said in the title,The hook url that was generated for me was baseurl//event/hook/freshdesk for example.How do external events work then, is this hook tied to the space or to the each installation?will it fire 35 times if 35 agents use the app?

Experiencing a real headache when trying to merge client contacts under a single company. The company in question utilizes Netsuite custom email sender addresses - so every new ticket a contact creates also creates a new contact in Freshdesk. These are all some long variation of random numbers. So for example, we have a regular contact who often creates tickets - we now have 60+ separate Contact entries for this one individual. Normally, we would just merge these subsequent contact emails under the main contact, but the limitation of 10 email addresses doesn’t allow for this. Is this an issue others have dealt with, and if so, what was your solution? I think the easiest thing to do would be to lift the 10 email maximum per contact restriction, but not sure if FreshDesk is going to do that.

Hi Freshwork community.I am setting up SSO using JWT with Freshdesk (by setting Customer Portal). I implemented successfully but when my customers login. I see their email instead of their name. It is really tough to me when I want to know who they are.I hope to receive your answer soon. Best regards,

In Freshworks, you have the ability to add tags to project tasks. The problem is there is no way to display these tags on the cards in the board view. It looks like the only thing you can do with tags is apply them to a filter. Has anyone had experience with this? Can you add the Tags to the Card view? In the customize Card area Tag is not an option that we can currently see. I am new to Fresh and am scouring the knowledge base and communities to better inform myself and to implement solutions for our folks in the office. Thank you!

Hi how can I view all the tags that are in our freshdesk?

Hello.I’m wondering if there is any way to add a navigation menu to our knowledge base. When reading an article, the left pane shows “Related Articles” but if we wanted them to be read and followed in a specific order, it’d be much more helpful to have the entire Solution tree as something that can be made expandable. Sounds like basic functionality, but I can’t find how to make it work.Something like:Category A Folder 1 (expandable) Folder 2 (expandable) Folder 3 (expandable) Category B Folder 1 (expandable) Folder 2 (expandable) Category C Folder 1 (expandable) There wouldn’t be a need to always go back home. I know we can directly link from one article to another but that’s not what I’m looking for. Any help will be appreciated.Thank you.

Hi,How can I retrieve data from Freshdesk via API for the date range from January 1, 2024 and for the specific group, to the current date?Thank you,Tin

Hello,I have a problem. I’m doing a redesign of the Freshdesk user portal based on the MINT theme. The old code to display tickets is as follows: “<section class="ticket-page">  <div class="container">    <div class="ticket-toolbar pull-right">      <a href="{{ portal.ticket_export_url }}" data-target="#export-modal"          id="ticket-export-button" rel="freshdialog" class="d-hide"          data-submit-label="{% translate portal.tickets.submit_export %}"          title="{% translate portal.tickets.export_ticket_data %}">        {% translate portal.tickets.export %}      </a>    </div>    <div id="ticket-filter-container">      {% snippet ticket_filters %}    </div>    {% snippet ticket_list %}  </div></section>” When I copy and paste in the redesign of this part, the list of tickets is displayed well but the snippet of the filters appears but does not work. (Click in the void) Why ?