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MariaLApprentice

asked in Apps and Marketplace Integrations

Hubspot - Freshdesk out of the box connector

Does anyone know if its normal behavior for the connector to expect that all fields / properties coming from HubSpot should be mapped with those in Freshdesk else it will not allow any mapping i.e. It’s an all or nothing situation. This would also mean I have to create all those other unnecessary fields coming from HubSpot into Freshdesk as well.Is it not possible to select the fields you want to map instead of it dictating that we should map all the fields?I am trying by all means to avoid having to use an API to integrate these systems.

kieranbrooksApprentice

asked in How do I....?

Add Multiple groups to a ticket view filter

I’m trying to add multiple groups to a ticket view so that supervisors who manage activity across a single client with multiple support streams (different support resource) can view the tickets, and anybody working across multiple groups can see them in a single view. Looking at Freshdesk, it seems to hint that this should be possible due to the fact it says ‘Agents is groups’ - but you can’t multi select groups to add them in? Any ideas?

jessicalarson831Apprentice

asked in Analytics

Cleaning up old tickets without affecting reports

I’m helping our team improve our Freshdesk system to take advantage of it’s features, but there are a lot of extremely outdated, inactive and entirely irrelevant tickets still opened. Is there a way to close these out or archive them without affecting reports? They’ve done a better job managing more recent tickets, and we don’t want our current metrics to be affected, but need to clear these out.

amitdApprentice

asked in Ticketing & Agent Productivity

FreshDesk SSO Logout

I have implemented SSO with JWT for FreshDesk and everything works well so far. We have a custom application where users log in to. And once logged in, they can click a Help link which logs them into FreshDesk on a new tab for the same browser. Our code kicks in when the Help link is kicked and we create a JWT based on the logged in user’s information and pass it to FreshDesk. The works great, but we would also like to implement the log out functionality. Whenever a user logs out of our application, we would also like to log the user out of FreshDesk. I was trying to see if there is any API endpoint that I can access and pass the JWT token, where the FreshDesk application logs out the appropriate user. I was told that currently such API does not exist. Has anyone faced a similar situation? How did you implement this?

SaraClayApprentice

asked in How do I....?

Need a Quick help

We are getting started with Freshworks and looking to use the software to improve the performance of our organization. We are running a blog that helps people to buy best tall tents for adventures. Now the issue is my team is not able to properly keep the visitor's record. I just needed to know will Fresh work software resolve my problem by tracking my visitors?Looking forward to you. Thank you

LeonLerApprentice

asked in Automations and Workflows

Slack channels are not showed in configuration

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!

AlejandroRamirez21Apprentice

asked in Automations and Workflows

More than an "IF"

Someone know’s how the “if” clause works with the mailbot?…Im trying to display different kind of footer depending on the request mail, i couldn’t fin any forum or related docs about it, can someone tell me how to beat it?…ex:{% if ticket.portal_url == "hi@example.com"% } show footer A{% end if % }Thanks in advance

DeeS77Apprentice

asked in How do I....?

Standard total change export pulling old data

I’m running a standard total change export, all I have done is select some fields and scheduled it, no changes to filters etc, and it’s pulling back old data. I’ve done it loads of times and it’s pulling incorrect statuses and missing closure dates etc for changes. Any idea what’s happening here please?

JulianeBSkilled Expert

asked in Portals, Emails & Other Channels

Can I schedule recurring mails from Freshdesk

Hi,Part of activity is recurring and we need to remind some of our customers to send us specific information/document every month / every quarter / every year.I know which companies have to receive those messages from my custom fields.Can I schedule from Freshdesk a recurring automatic email that would create a ticket so that my customer only have to answer to it ? Today, I use Blossom.

owengabApprentice

asked in Portals, Emails & Other Channels

embeds breaking issue

is there anyone facing Facebook and Instagram oEmbeds Breaking Issue??

mchequerApprentice

asked in Ticketing & Agent Productivity

Create a ticket via a query string

Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234

moniqueortizApprentice

asked in Ticketing & Agent Productivity

Turn off Christmas theme

Hey, is it possible to take it off the Christmas theme? the movement bothers me a lot to work

shimiTop Contributor

asked in Portals, Emails & Other Channels

Managing PII data in Emails

Hi,We have a lot of customers send through PII data in emails which ends up in our Freshdesk tickets. I understand the level of security freshdesk provides, but I'm looking for suggestions on how to to note its collection and restrict its distribution.Has anyone dealt with this before?Should I use tags to mark it as sensitive info and have the email redacted so that when the customer is replied to the PII info is not going back an forth etc.Any suggestions would be appreciated.

RaunakApprentice

asked in Ticketing & Agent Productivity

Convert ticket reply to Forum post

When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic. However, we cannot find any user reply to the ticket as a comment on the forum topic.Is there a way to convert the user’s ticket reply as the forum comment? Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.

versovApprentice

asked in How do I....?

Tickets created by Help Widget have //undefined URL from the page where the ticket was created

Ticked created from Help Widget have additional information about user's Browser, OS and URL to the page where the ticket was created. Information about Browser and OS are correctly, but URL has //undefined value.

Jagadeesh_kanumuriApprentice

asked in Contacts & Companies

how to import my domain (Companie) mail id into freshdesk as contact

how to import my domain (Companie) mail id into freshdesk as contact

CRollogasApprentice

asked in How do I....?

How do you prevent agents from "cherry-picking" tickets?

Hi Freshworks Community! How are you preventing agents from cherry-picking from the easiest tickets? I’m seeing a trend where some agents will selectively take the easiest tickets and leaving the more complicated ones for other agents. This is not a skill issue as the agents are capable of handling the tickets, I see it more as an issue with choosing the easiest path and being challenge-adverse.Thanks in advance!Calista

stevemcTop Contributor

asked in How do I....?

Filter contacts by custom text fields using filters

I see in the contact or company search filters, only fields that are dropdown can be added to search criterial. I have a field custom fields I’d like to build search filters for. is this possible?here are the filters I see

khaled89Apprentice

asked in How do I....?

How to change the conversation first chat message ?

We integrated fresh desk into our iOS app, when the conversations screen opens, this question appears at the beginning from the agent: Hello there! Need help? Reach out to us right here, and we’ll get back to you as soon as we can! How can I change this message ? is it from the SDK or from the admin panel ?

KrimirauschSupportApprentice

asked in Knowledge Base

Articles directly under Category (without Folders)

Hey guys, Can I create articles directly under Categories, so the user won’t be able to click the Folder? In our case this would be an unnecessary step to get to the article directly. Can I either: Make the Folder not clickable Place Articles directly into the Category (without creating a folder)Thanks in advance!

Nirupama KamathApprentice

asked in Ticketing & Agent Productivity

Search Tickets based on Closed date

My specific need is to search for all the tickets that were closed on say, 1st June. - It would be really helpful to have this filter. Thank you.

stevemcTop Contributor

asked in How do I....?

How can I filter contacts by group or agent?

I’d like to create filters such as “My groups contacts” or “My contacts”. But there does not seem to be a way to do this in Freshdesk. Is there?

BVANANAJACKApprentice

asked in Portals, Emails & Other Channels

How to embedd feedback widget in a google sites page ?

Hello Community I would like to embedd a frshdesk feedback form widget in a google sites page Anyone can give mea tip to do that ?

SKrutschApprentice

asked in Automations and Workflows

More Dynamic Ticket Fields

We are looking for a new request ticket platform and love Freshdesk but the inability to create more dynamic ticket fields is a deal breaker for us. I want to make sure I’m not missing anything.I want the user to choose a Request type - Marketing, Systems, or People. This I can accomplish by adding a section to the Type Field. (This seems to Max out at 3 which may be an issue in the future). Once they Choose Marketing Then they would choose a request category (ie, Graphic design, Signage needed, social media post). Then based on the request category it would display a bunch of ending questions to get the details for that request. So if they choose Signage Needed then it would ask due date, dimensions, photo of the location, material etc. I am not finding a way to get past just that 2nd level of logic so before I scrap the idea of using Freshdesk I just want to make sure I’m not missing something and this is possible.Thanks in advance for any input!

todd_11602Contributor

asked in Portals, Emails & Other Channels

We are sorry but you have been restricted from this helpdesk webpage

Our customers keep getting this error message over the last few days. How can we fix this? This happen for this particular customer right when they hit submit as they were attempting to submit a new ticket. https://virtualtas.freshdesk.com/

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