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Unanswered questions

2176 Topics

per_coh
Apprentice
per_cohApprentice
asked in API and Webhooks

Auto Reply to DMs, but not mentions

How do I auto reply to the first Twitter DM, but not to mentions?

1
Aishvarya
Community Manager
1 year ago
per_coh
Apprentice
per_cohApprentice
asked in API and Webhooks

Facebook Messenger Auto Reply

Just set up an auto reply for emails, but I Can’t find it for FB messages.Can I set a auto reply for FB messages when the customer sends a msg the first time?

1
tycgh
Community Debut
1 year ago
Bernburgerin
Top Contributor
BernburgerinTop Contributor
asked in Automations and Workflows

Email notifications / automations to address contacts in a personal way

I have captured the custom contact field salutationI would love to addressFemale contacts as: Dear Ms Smith Male contacts as: Dear Mr Jones Companies as: Dear customer Blank records as: Dear customerHow have you solved this? We have already tried:salutation under customer fields plus liquids (two different kinds if and case). The first 2 options always look good (in whatever order I have them), but not all 4. salutation under customer fields plus salutation under ticket fields plus email notification: this doesn’t work as the email notifications will always add the last name which I don’t want in the company and blank case.Running out of ideas…

1
Bernburgerin
Top Contributor
1 year ago
SLA bringing down from 15min
Apprentice
SLA bringing down from 15minApprentice
asked in Automations and Workflows

SLA Management

Dear Team,  Based on the use cases and specially having Freshdesk tool in the Healthcare or in major business there has to be provision to reduce the SLA according to their process.We have seen all this possibility in every applications like Salesforce, Zoho, Zendesk,Kapture and many other. Its really important for freshdesk team to take this issue on priority otherwise there might be dropping rate of clients like us or more…Hope to see more inputs and some measures to work on this. ThanksNisha 

1
R
Community Debut
1 year ago
BenSilverBento
Apprentice
BenSilverBentoApprentice
asked in Automations and Workflows

Adding To-Do list items with Automation

Hi all, I thought this would be really straight forward… but I want to add To-Do list items to tickets via automation.For example “If an Agent tags a ticket as Offboarding, add these To-Do list items1) Disable Accounts2) Retrieve Computer3) Send Supervisor the Offboarding checklist” Am I unable to do that? It seems like a simple and obvious thing to want to do. I saw one other thread but they didn’t get an answer...

1
Aishvarya
Community Manager
1 year ago
C
Apprentice
CshermanApprentice
asked in Analytics, Reports & Dashboards

Analytics widgets no longer show the name of the metric

Hello,  I noticed today that all of a sudden my analytics reports are missing the metric names in the widgets. I have some widgets that compare a metric over this week/previous week, or this month/previous month. Now those names are missing from the widget so other users can’t tell which is which! They’re missing in the Freshdesk portal, as well as the daily PDF export. Did this feature get removed or am I missing something? 

1
Aishvarya
Community Manager
1 year ago
SteveV
Contributor
SteveVContributor
asked in Automations and Workflows

SLA Based on Ticket Category?

We’re a special needs school evaluating Freshdesk for use as an internal corporate help desk system.  We’d like to apply SLAs based on the category->subcategory and priority of the submitted ticket.For example: assume we have a ticket category and subcategory such as: “Facilities->Building Security” and a staff member submits a ticket for this category with an Urgent priority.  We need to be able to assign an SLA for this specific ticket type which likely has a very different response and resolution times than say, an “Urgent” priority ticket submitted with the category and subcategory  “IT->Internet Access Down”.Unfortunately, the SLA “Conditions” are very broad (Company, Group, Product, Source, Type, Contact Segment, Company Segment) and don’t allow creating an SLA based on ticket criteria.I’ve also looked creating a new “Ticket Creation” automation hoping I might be able to handle setting the SLA.  But while I can select the desired ticket Category, Subcategory, and Priorit

1
Aishvarya
Community Manager
1 year ago
batflarrow
Apprentice
batflarrowApprentice
asked in How do I....?

How to get the id of latest_public_comment in webhook placeholders?

I have gone through this https://support.freshdesk.com/en/support/solutions/articles/52630-understanding-dynamic-content-and-placeholders But am unable to find out if there’s a way to get the id of the latest_public_comment. I have tried {{ticket.latest_public_comment.id}} and various other placeholder’s with no result.Also it would be great if I could somehow get the attachments of that comment.

1
Aishvarya
Community Manager
1 year ago
F
Skilled Expert
FDGuy
asked in Ticketing & Agent Productivity

Ordered Lists Bug in Freshdesk Editor

Hi,I’m using Freshdesk to send some step-by-step instructions to my customer for a support case. Unfortunately, I see to have found a bug with ordered lists. When I click the Ordered List button, Freshdesk adds item #1, which is expected. Next, I type my first instruction on item #1. The problem happens when I press the Enter key to start entering item #1. When I do that, Freshdesk adds item #2 (expected) but also adds item #3 at the same time (unexpected and a bug in my opinion). See screenshot for more details.I tried this in the latest versions of both Chrome and Edge, on Windows 10, and the behavior is the same in both.The only workaround I found is to manually enter my list, which is very inconvenient if I enter a long list of instructions and then have to remove one step in the middle because I have to manually renumber the items below that step.Am I doing something wrong, or is this a known bug in Freshdesk? I’m a new Freshdesk user but I’m not impressed so far. 

1
JoeFresh123
Community Debut
1 year ago
A
Apprentice
AbdirahmanApprentice
asked in Ticketing & Agent Productivity

Enforce 2FA on All Agents

Hello Everyone, We wanted to enforce all our agents to use 2FA for every login session. Since we are dealing with a very sensitive data, we do not want our agents opting out or disabling 2FA. As can be seen in the below screenshot, agents can "disable” 2FA for the next 30 days. Once they do that, They cannot Undo that. Admins will never know that agent "disabled 2FA for the next 30 days”. There is also no way for Admins to Undo or even restrict that (They have to Disable 2FA and Enable it again on more time). This is really important for us, and as I am sure many other users of Freshworks products. Any solution to that? What can we do?  

1
B
Community Debut
1 year ago
Uddeshya
Apprentice
UddeshyaApprentice
asked in Portals, Emails & Other Channels

How do I remove close button in widget popup

How do I remove close button in widget popup using CSS or JS?

1
V
Community Debut
1 year ago
medallo123
Apprentice
medallo123Apprentice
asked in Apps and Marketplace Integrations

Whatsapp Business Integration Workaround Needed for Second Tick

Hello, I am having issues with the Whatsapp Business Integration. I succesfully integrated a Whatsapp Business number with Freshsales. Messages arrive in the Freshsales Chat section but Freshsales does not provide the second “tick” / checkmark to the sender. Therefore to the sender it looks like the messages was only sent but never delivered. From a customer perspective this is bad. I am trying to find some kind of work-around. I tried having Whatsapp Business on the phone as well so I could just click through the messages there quickly so the sender receives the second tick. However it seems I cannot install the number that is used in Freshsales at the same time on the phone.Any advise on how I could handle this?

1
ajinkya.deshmukh
Community Debut
1 year ago
jasonish
Apprentice
jasonishApprentice
asked in Analytics, Reports & Dashboards

Time Reports for Year

One of my requirements will be to generate a report for the time spent over the year, per customer.  The defualt “Time Sheet Summary” is close, but I see 2 issues:The maximum time interval is 6 months. Why is there no option for year? I don’t want to see per agent data. Just time per ticket.  So a total time per ticket, no an itemized list of time log entries.Is that possible? It seems like these reports are mostly for management to keep track of their agents performance which is not what we’re interested in.  But more to let our customers know how many requests they are making and the time we spend on them.Would this be possible through the analytics?

1
Sudharshan
Community Debut
1 year ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Ticket & Workflow Management

webhooks, API's, JSON, and my aching head

One of the reasons why I went with FreshService for my company was the drag and drop interface in the workflows.  But as I dive deeper into workflows, I’m finding the drag-and-drop functions are not robust enough for some of the actions I wish to take.  For example, when an email comes in from certain automated systems, I want to change the requestor so that a live person gets the updates.  When a certain type of ticket is resolved, I want to launch a new ticket, passing over key details, for a different team. From what I’ve been reading here, this is possible through what looks to me like a seriously complicated approach utilizing API, webhooks, JSON, and possibly magic fairy dust!We need to be clear, I know absolutely nothing about API’s, Webhooks, or JSON.  I was never able to devote any time to learning this.  I don’t particularly want to learn it now, either, I just want to be able to put something in the workflow that works.Are there any tutorials or step by step lessons availabl

1
michaelmartel
Skilled Expert
1 year ago
B
Apprentice
bearhunterApprentice
asked in Portal/Knowledge Base

Making the change to Single MSP Mode and best practices.

Hi All,  I have seen a few discussions regarding MSP mode and its use-case scenarios.  But, I’m wondering if there are resources into what to be mindful of after switching to MSP mode?  I get that we need to setup the email address and the portal.  But what else should be verified before being confident that the instance is ready for production use?  Is there documentation regarding MSP and the steps required to verify the instance?  Meaning a checklist of sorts.  I did a pretty robust search of this site and the web, but couldn’t find any definitive resource.Thanks.

1
Roxwell
Community Debut
7 months ago
gautam.goyal
Apprentice
gautam.goyalApprentice
asked in Apps and Marketplace Integrations

TDL Tatadigitalsit. server less app "Search brand/ITSM ticket app" not working post version upgrade. Need immediate help

We are having issue with search brand/ITSM ticket serverless app on SIT(https://tatadigitalsit.freshdesk.com) Environment post version upgrade.We are able to pack & deploy on server but can’t execute. Basically, nothing is invoked in the app. Example 56638 tried from server nothing happened. Console logs are also not available in logs When same is tried from local it is working fine. Example 56636 when hit from localPlease see log at your end or provide your time for the same Impact:XXX Go Live 6th Oct XXX Improvement Other detailsApp Name: Search Brand/ITSM Ticket Node version: v14.18.1 FDK version: v8.6.3App Live Version 116.0

1
Aishvarya
Community Manager
1 year ago
B
Apprentice
bart_14182Apprentice
asked in How do I....?

Connect a domain not sub domain to a Freshdesk helpdesk

I currently have a Freshdesk account, I Have a helpdesk setup for our main product under a subdomain of our main domain. this is helpdesk.companyname.comWe have a parallel product that we would like to use a freshdesk portal as the main page on the main domain (not a sub domain) but I am having trouble linking the custom domain to the helpdesk. www.productname.com and productname.com We use godaddy for domain purchases.I have tried the instructions at the custom domain page when I change the helpdesk address to productname.com and it has not worked. This may actually be a godaddy issue but I cant find anyone who is doing what I am trying to do when I search arround.

1
Sudharshan
Community Debut
1 year ago
Cristóbal Espinoza
Apprentice
Cristóbal EspinozaApprentice
asked in API and Webhooks

Need to create a ticket from chatbot

Hello everyone,   I’m currently working on a project in my company and I need to make the chatbot create a new ticket on the CRM with the information provided by the client during the conversation.   I understand there is an API which can help me to do this but the API I currently have it’s not working and I’m not sure It fully pleases our need.   To be more precise I need to the ticket gets created with the following information:   - Name   - Email   - Subject (this can be obtained from the chatbot’s flow)   - A handwritten message sent by the client.      *I think it’s important to consider that all this information it’s provided during the flow.    Following i’ll leave the API I’m currently using so if u can tell me if it’s ok or if I can get it better thinking of the needs I mentioned before, I’ll be very pleased: {"description": "Conversatio...","subject": " Ticket creado desde Ecomsurito por ${{node::25981974}} ","email": "${{node::25981975}}","priority": 2,"status": 1} I’d be tr

1
aravind.sundararajan
Skilled Expert
1 year ago
sgutierrez
Top Contributor
sgutierrezTop Contributor
asked in API and Webhooks

Delete close ticket based on creation date

I am currently working on the creation of a custom app which has a feature to delete single tickets after a certain time, since ticket was created, and only for close tickets. I want somehow to include the following automation that I have in place into the custom app,Now I are facing the issue that in the API documentation we only can filter tickets based on creation date, but we don’t know when the ticket was created so we can not setup a date to start checking and comparing. We want to have something similar as the automation. Which API request should we use?

1
aravind.sundararajan
Skilled Expert
1 year ago
J
Apprentice
jpacchiardiApprentice
asked in Getting Started

restricted helpdesk page

On my freshdesk page a user cannot submit a ticket because this message displays:We are sorry. You have been restricted from accessing this helpdesk page can sobody tell me what to do? the url is: https://legalia.freshdesk.com/support/home thx

1
Aishvarya
Community Manager
1 year ago
Rom5000
Apprentice
Rom5000Apprentice
asked in Portals, Emails & Other Channels

Two emails when i close i tickets

Hello guys, I’m new user on freshdesk. Actually, i Discover the system and i’m very happy to us, it’s a powerfull solutions for my company and my teams.  Unfortunately , i’have an issue when i close i tickets from my client i will explain this with a quick resume/exemple Step by step.   My client create a ticket I update the ticket with a message that i send Client update the ticket with his response  I close this ticket with my response and i click on the action ‘’ send and  set as close “  When i use this button, the customer receive two mails First mail contain my last response  Second Mail contain my last response and the statut close.  What’s the best practice to send one unique e-mail to the customer ?  I did few tests  with succes Use button ‘’close’’ + shift → One notification but the system don’t show the last comment-Disable costumer notification when a agent close the ticket  and create a  automations Rules  (when an agent close/resolve a ticket, send it a email with the sta

1
Aishvarya
Community Manager
1 year ago
S
Apprentice
shadyApprentice
asked in Ticket & Workflow Management

Automatically Associate assets to Offboarding Request

So wanted to know if there if any way to build an expression to associate Term Employee assets to ticket and then email different groups based on those assets. For Example HR will raise Offboarding request where the Term Employee Name is there ( this is a dynamic filed in the service request so I can pull their associated of Freshservice) I want to then be able to associate all the assets that the user has to that ticket and depending on the assets they have email different department that deals with those assets. We are also using Assets fields to manage their Saas Application access as there is not other way to associate that to users currently. If anyone can help me build workflow automator expression to this would be really helpful. I would assume we are able to do something like below  Get Term Employee ID Get Ticket ID Get Asset where used by = Term Employee ID Associate Assets where TicketID = TicketID  For Each (Associate Asset) {IF Associate Asset includes desktop          Ema

1
S
Community Debut
1 year ago
C
Apprentice
charlesmApprentice
asked in Getting Started

Privacy

Looking for a way that I can make certain tickets private where only VP level or above could see them.  Agents would not be allowed to view 

1
Pooja Bernice
Community Debut
1 year ago
TSarkar
Apprentice
TSarkarApprentice
asked in Ticketing & Agent Productivity

timelog sync

Is there a way to link the Timelogs in Fresh Desk with the timelog in JIRA ?

1
Pooja Bernice
Community Debut
1 year ago
S
Apprentice
scott.stickleApprentice
asked in Ticket & Workflow Management

Tasks In FreshServcie Tickets - External Task Communication

Within an Incident, where we have an opportunity to create a task, enable the ability to engage involved parties who are not FreshService agents. The mechanism could mirror the current workflow where a forwarded email from within FreshService returns as a “private note”, we may be able to enable (or make a parallel “tasking workflow” exclusively for external parties?) an ability to send task notes to external parties, and have their responses nest into the parent ticket as a “private note”. I’ve seen similar workflow already utilized in the “Change” capabilities, so I don’t think it a departure from current capacity to use a “task” workflow which goes beyond simple task notifications, but allows external members (or our employees who are not FreshService agents, but otherwise use email to communicate) to interact with an Incident so that FreshService Agents can coordinate responses, discover details that may affect decisions, etc. Thank you for your consideration.

1
S
Apprentice
1 year ago

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