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Unanswered questions

2182 Topics

B
Contributor
Bharath RagurajaContributor
asked in API and Webhooks

In Freshdesk Getting 403 error: "You are not authorized to perform this action" while open or create the particular ticket

Whenever the Agent or Admin opened the particular ticket the following error is popping up “You are not authorized to perform this action”, We are using full admin access API Key for Integration. We changed the roles and checked it but same issue occurs. It is more priority for us, so please give us the solution as soon as possible.

6
Martin456
Community Debut
11 months ago
J
Top Contributor
JonOTop Contributor
asked in Assets

Automatically associate assets to incidents

Hello FreshService Bods!  Its been asked before (But with no solution) but has anyone worked out how to automatically associate assets to incidents. We have hooked our monitoring product into FreshService and its busy logging tickets but I feel like I’m going backward if I have to ask someone to manually associate the assets ???  I’ve checked supervisor, workflows and alert rules but can;t see an easy way to crack it. We could code it up in PShell but I’m trying to avoid that, any thoughts ?

8
KrisC
Skilled Expert
1 year ago
ramijames
Apprentice
ramijamesApprentice
asked in Portals, Emails & Other Channels

Adding a Google group as a secondary support email

We are (unsuccessfully) trying to add a secondary support email for our developer relations team. It is a google group account and so can not sign in via SSO, and does not have a username/password. I can’t find any documentation for how Freshdesk expects us to connect this account so that incoming emails get pushed into their system. Any help would be appreciated.

7
M
Community Debut
1 year ago
M
Apprentice
MikeyApprentice
asked in Assets

List Assets Assigned to a User.

Hi AllHas anyone been able to find a way of listing all of the assets that a user has assigned to them, and report that back into a ticket. 

9
M
Skilled Expert
1 year ago
M
Apprentice
mgaertnerApprentice
asked in Portal/Knowledge Base

Child Tickets vs Tasks

Hello FreshService Community!We have been in the process of rolling out ITIL framework and FreshService to our five internal IT teams (Network/Support/Development/PM/AV) and in the process, each team has started to delegate incident and service related items in different ways.  Some are using child tickets exclusively, some are using tasks exclusively, and others are using a hybrid of child tickets and tasks.  We have run through a few scenarios, and have worked with each of these individual areas and have found their point-of-view (visibility/organization/flexibility) of each to be valid. However, when it comes to reporting and communication between each of them, we run into inconsistent data and visibility, respectively.  This causes executives to question the reporting data accuracy, and confusion on which methods of communications are used by individual teams.Communication between the teams is also heavily reliant on the additional communication methods (like Teams/Outlook).  As we

1
Glavin Crasta
Top Contributor
2 years ago
Christina H
Apprentice
Christina HApprentice
asked in How do I....?

How can I insert a custom Font Type into [Agent portal default font preference] email reply?

Hi, is there any way that we upload custom font type into Freshdesk? Because we want to follow our company’s font to reply the customer. but the font is not in the default list. 

2
AaronParker
Skilled Expert
1 year ago
nance7
Apprentice
nance7Apprentice
asked in Portals, Emails & Other Channels

Categories' Font Color

Is there a way to change the categories' font color so the viewer can see them better? The font color is a very light gray and is not noticeable for viewers. 

17
KateWinslet
Community Debut
1 month ago
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

Ability to Sort and Filter Tickets by Subject in Freshdesk

Please add the ability to sort and filter tickets by Subject in Freshdesk.I can’t believe this isn’t already in the product. The use case for it is so obvious and self-evident. I’m new to Freshdesk and I’m trying hard to like it but I can’t yet. Too many bugs and missing features.

15
varleit
Community Debut
2 days ago
P
Apprentice
Patric BApprentice
asked in Automations and Workflows

Whatsapp - Automatic reply

Hi Freshdesk,We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable? ThanksPatric

15
Youri
Community Debut
6 months ago
K
Apprentice
katnavApprentice
asked in Ticketing & Agent Productivity

How to edit snippets?

If I want to edit a current Freshdesksnippet, where do I go in the admin panel to do that?

3
hemanth.ramya
Community Manager
2 years ago
caroljankins
Apprentice
caroljankinsApprentice
asked in Automations and Workflows

Automating Data Export in Freshdesk

I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?Moreover, I'm interested in learning about the

3
graychane41251
Community Debut
10 months ago
N
Contributor
nmolletContributor
asked in Ticketing & Agent Productivity

Freshdesk: When will we have a time format setting?

Happy anniversary!It is now 10 years since it has been reported that time format has no setting, and times are still displayed as AM/PM in Freshdesk.Only the date format can be changed.Localization has always been weak and it has not improved since I am a customer.Looking for another solution for my call/support center.https://support.freshdesk.com/support/discussions/topics/746/page/2?url_locale=

7
julia.a
Skilled Expert
1 month ago
NorthWestguy87
Apprentice
NorthWestguy87Apprentice
asked in Portals, Emails & Other Channels

Widget embeded into modern sharepoint site

Hey, Sorry if I am missing the obvious here but there has to be a way to embed the widgets (submission of tickets) onto a modern sharepoint site? Me and my team use sharepoints throughout our business and it would be really useful if we could embed the widgets so users can log tickets as they’re working in the environments.ThanksNick

1
A
Community Debut
1 year ago
H
Apprentice
hraynerApprentice
asked in Portals, Emails & Other Channels

Removing Customer Support Portal

Hello, I’m thinking about removing the customer support portal for my business. We have created a new support website which uses freshdesk APIs to display our solutions and the support widget so we don’t want the old support portal to be accessible to customers anymore (although our agents will still be using their side which is not customer facing).  I couldn’t find how to do this in the admin panel so some direction would be greatly appreciated.Thank you!

3
hemanth.ramya
Community Manager
4 months ago
Anirudh24
Contributor
Anirudh24Contributor
asked in API and Webhooks

Create a child ticket using API

Hey, Is there any way to create a child ticket using an APIs? Or is there a way to create a ticket using the create ticket API and then link it to a parent ticket? For context, I want to build a workflow where I use the outbound email API to send an email. And then link that ticket to a parent ticket.

5
Anirudh24
Contributor
1 year ago
R
Apprentice
ravisinghApprentice
asked in API and Webhooks

Azure Data Factory Pipeline Failing on GET using Freshdesk REST API

Hi,we are using Azure Data Factory copy function to get data from Freshdesk and copy it to Azure Storage (Data Lake) using the REST API. This has recently stopped working with Bad Request error 400.The connection is successful it’s the getting the data bit from the Freshdesk view that is failing.Have there been any changes recently that could explain this? Interestingly the same thing in Microsoft Power Business Intelligence still works. Thank you in advance for any responses, much appreciated.Ravi

4
Majorcanada
Community Debut
7 months ago
I
Top Contributor
ITservicedeskTop Contributor
asked in Ticket & Workflow Management

Employee Onboarding - Assign Reporting Manager as the requester for Service Request

We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit. The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process. I’m trying to determine how this can be setup in workflow, or is there an option I’m overlooking in the onboarding setup.

3
zachary.king
Skilled Expert
1 year ago
pietermtzl
Apprentice
pietermtzlApprentice
asked in Automations

Unable to lookup contact from email via the API

I am trying to integrate freshsales into our main application, at the moment I am just trying to connect contacts in freshsales to users on our system.  I can use the api to create users, and lookup them up by id, but when I try to look them up by email I get this error{ "errors": { "code": 403, "message": [ "You are not authorized to perform this operation." ] }}I am the admin of the account and as far as I can see have all the permissions that I can have.  What is going on here?

4
pietermtzl
Apprentice
2 years ago
pedrobleao
Apprentice
pedrobleaoApprentice
asked in API and Webhooks

Response to closed tickets should create new ones

I don’t want to reopen closed tickets.If costumer replies to a cloded ticket the platform should create a new one. How can I configure Freshdesk to have this behaviour?

5
S
Community Debut
1 year ago
kcbates
Skilled Expert
kcbatesSkilled Expert
asked in Automations

Set Task(s) due dates by another date

How can I set a task due date based on another date?Use case:HR submits an offboarding request item for an employee that is retiring in three weeks. The request item form includes a date and time to initiate the termination process - we will call this the Term D/T. A task is generated with the request item with a due in one hour BUT should start based on the Term D/T value on the request item form. I tried looking at custom objects but those seem very limited.Any way to accomplish this?

8
mughees12
Community Debut
10 months ago
SamC1601
Apprentice
SamC1601Apprentice
asked in Portal/Knowledge Base

Customize End User Portal - Updating text on Report an Issue and Service Catalog

Hi,We have updated our buttons on our end user portal to say “Submit a Ticket”. We would like to be able to update the new ticket page to reflect this change in verbiage on both the page title as well as the breadcrumb. We would also like to be able to update the image and the subtext on the Service Catalog page.Is it possible to update these?

8
lee.cliff
Contributor
3 months ago
D
Skilled Expert
Denise.S.PSkilled Expert
asked in Employee Onboarding

Service Catalog "It is a Needed Item, But WHY does it have to be Seen?"

We have countless items loaded into our Service Catalog that needed to be for the Employee Onboarding / Offboarding piece.  We are not able to hide these from the HR requestor group because that will then not put that item in the ticket for Employee Onboarding.  How can we then hide all of these software / hardware items from their Service Request so they may navigate their Service Catalog better?-Yes I am aware that I could re-do the whole name scheme of each one but that does not “hide” what they really have no need to see, and would only append them at the bottom of the list.  The idea is for these items to be part of their requests behind the scenes so our IT Department can process them in a orderly fashion.

15
ekrasner
Community Debut
9 months ago
J
Contributor
Jonathan.MartinPNAContributor
asked in Getting Started

Help - Local occasional agent unable to login because we have been redirected too many times

Hello, I’m looking for assistance to resolve a login issue. When attempting to login with an occasional agent using a password I created(not SSO) I receive the error “This page isn’t working right now. URL redirected you too many times.” I have no problem when using a Full time agent using SSO. Please let me know what might be causing the issue. Thank you,Jonathan  

9
hemanth.ramya
Community Manager
2 years ago
krishsriram
Apprentice
krishsriramApprentice
asked in Ticketing & Agent Productivity

Images not loading

When we create emailers in freshworks or when such mailers come to me, the images are not getting displayed. Even when i press “load image” it does not get displayed.  For example in this mailer, I am unable to view any of the images. Not able to find what the issue ishttps://freshworks.email/view-in-browser?fm_digest=4392EF95DED940054C01B567B417F4DF293C70B3785CDB9BBDE897DDFBA0F018BC0260A831116249857EA7A21C3A7EECD6B9594FD3D8E8A47A4BD8F5846DDF982569857CABDD2802B1B5B2160964BC923E09A5DE45C511EB1325F22012C91F70198F774EAEF2475747DE4DEB48EB79CA0AE69C9067F43574F911D9F56B9E665C6DB9E234B1D13EF28E8B6A8051B5FE4A

3
hemanth.ramya
Community Manager
2 years ago
N
Apprentice
NicyApprentice
asked in Freshdesk – London User Network

Is it a mistake that Freshdesk makes VAT numbers mandatory when signing up?

So we were ready to sign up with an annual plan, had the card ready and then hit a peculiar road block we’ve never seen before… Freshdesk make it mandatory at checkout to enter a VAT number.Of course, being based in the UK - we have never needed to have one. Not all businesses need one and even Zendesk realises that because it is optional on their checkout like usual.Is this decision of Freshdesk to enforce VAT numbers based on a misunderstanding of UK business regulation or is it something else? I’m kind of hoping it is something else because I am extremely intrigued at the reasoning and I love a weird story, like maybe they hate business which don’t want to have an optional VAT number or something haha.Dying to know.Thanks.

4
jackwells
Community Debut
4 months ago

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