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WhysynApprentice

asked in Portals, Emails & Other Channels

Changed Global Support Mail, emails not sending

Good evening,We were testing Freshdesk (free tier) and decided to change our support email before going live.I’ve configured and logged in to the new address (365 integration) and it receives messages and creates tickets fine, but it does not send anything back to clients. The verification email never arrives, but I know we’re logging in and working since inbound emails are creating tickets.We’re hoping to go live as soon as possible, thanks for any pointers to get this fixed.~Whysyn

shannon.mejiaSkilled Expert

asked in Automations

Updating Parent Ticket based on Child Ticket Status

I need to update a parent ticket status once the child ticket is set to resolved. I cannot figure out how to do that in the workflow. Any ideas?

SpleenApprentice

asked in Ticket & Workflow Management

Send resolution comments in the resolution email

Hello, We want to add the comments from the resolution comments ticket field to the resolution email that is sent to the user when a call is resolved, How can I achieve this please? We are using freshservice, not fresh desk if that makes a difference

akurin693Apprentice

asked in Ticketing & Agent Productivity

How should I setting for create a new ticket if users send a new message after the old ticket has been closed?

Currently, new messages from the same user are being updated in the same old ticket, even though the ticket has been closed for almost a month. This makes it difficult for me and my team to manage the tickets.I would like to receive a new ticket when a user sends a new message after the old ticket has been closed for more than 1 day.I've tried to follow the steps outlined in this topic (https://community.freshworks.com/ticketing-agent-productivity-11362/new-ticket-creation-on-old-closed-ticket-31232), however, it hasn't worked for me.It would be great if someone could suggest how to adjust the settings. Thank you.

andreszarzarApprentice

asked in Apps and Marketplace Integrations

Why Freshdesk doesnt support DM's instagram integration as other competitors already does?

Instagram released its Messenger API to businesses on June 2, 2021. With this release, omnichannel customer support tools like Zendesk, DelightChat, Reamaze, and many others now integrate Instagram DM support directly into their products.Currently, Freshdesk only supports Instagram comments and hasn’t integrated with DMs yet.The question is why? This is really important for customers, for me is a “must have” and now I’m thinking in moving to another platform because i really need to have all channels in one place. Please Freshdesk team, let us know if you have this feature in short term backlogThanks in advance

AgrupfsApprentice

asked in News and Innovations

How do I remove the automatic cc from responding to tickets?

Hi! How do I remove the automatic cc from responding to tickets? Now, each response to tickets activates the cc with the email that communicates with fresdesk, creating double tickets.How can I remove the cc? Thanks

BHBDAAApprentice

asked in Best Practices in CX

Agent on Windows Image

We would like to add the FreshService Agent to our Windows 10 image used for VMware Horizon. Are there registry keys, files, services, etc. that need to be removed or stopped prior to snapshoting the image for deployment?

RazorSkilled Expert

asked in Ticketing & Agent Productivity

Replies to forwarded emails always blank

When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.

JUANCARLOSApprentice

asked in Portals, Emails & Other Channels

FRESHDESK Multiple sessions and multiple devices for one agent

Hi how are things?Maybe you can help me.For my small business, I want to buy the growth plan, with an agent, my question: how many parallel simultaneous sessions can that agent have? Can you have multiple simultaneous sessions on different devices?Thank you

connerlemmmaCommunity Debut

asked in Best Practices in CX

What type of file can I find an app source code? Is it in APK or res?

APK contains compiled code while res(ources) should already be clear from its name. It would be silly if an app is considered closed source but it ships with the source code.Apk Factor

GlennPApprentice

asked in Employee Onboarding

Onboarding Request Visibility in the Support Portal

Is there a way to allow all users within our HR department to see all Onboarding requests ? At the moment, when a HR user logs into the support portal and requests a new employee all of the tickets are created and that request is visible in the support portal under onboarding requests. However, if another HR user logs into the support portal they cannot see that onboarding request and they will occasionally submit another request for the same new employee. If there was a way to allow an entire department see all Onboarding requests, that would be awesome but I can’t find anyway to do that. Am I missing something ?

wlnaimApprentice

asked in Freshdesk Integration

Azure B2C Error Aadb2c90183: the supplied code_verifier is invalid correlation id

AD B2C integration in FreshWorks SSO with OIDC - Login error We are still getting the following error after user authenticate on B2C.Aadb2c90183: the supplied code_verifier is invalid correlation id We are triggering the process with a launch button in our page to open the agent login like this:Can you provide some advice on this please?

tnerbbContributor

asked in Automations

Approval Type Question

Our main approver for a service request is out for an unspecified time.We’ve added two backups but now there are four approvers total.We’re looking to use a majority approval option, but I’m unclear on whether 2/4 approvals (50%) actually counts as a majority approval. Putting this here since a ticket might have a slower response and to hopefully clarify it for others since I couldn’t find documentation about this.

Nikhil1501Apprentice

asked in How do I....?

Freshdesk Query I Sorting tickets by customer response

Hi Guys!I had question about sorting tickets by a particular order. This query is about the Freshdesk tool/platform. Is there a way to sort tickets by order of customer response.Specifically I want an descending order sort for tickets where the customer has responded and no response is sent yet by our team (Latest customer response appears on top).Do let me know if there is way to do this. Thank you.

acn084Contributor

asked in How do I....?

On the customer portal how to change what URL the default ticket tab opens up

Right now, the “tickets” navigation tab opens up the all ticket view. I want it to open up directly to a filtered url of the tickets. Is this possible? https://domain.freshdesk.com/support/tickets?wf_order=created_at&wf_order_type=desc&wf_filter=open_or_pending I added this to the header but when I click it, the top navigation doesn’t show that tab as active <li class="nav-item {% if tab.tab_type == portal.current_tab %}active{% endif %}"> <a href="https://domain.freshdesk.com/support/tickets?wf_order=created_at&wf_order_type=desc&wf_filter=open_or_pending" class="nav-link"> <span class="d-md-none icon-{{tab.tab_type}}"></span>View Tickets </a> </li>

srinivas.thippyreddyApprentice

asked in Apps and Marketplace Integrations

FreshService app not supporting for problem tickets

Hi All,here is my mainfest.json { "platform-version": "2.3", "dependencies": { "request": "2.72.0" }, "product": { "freshservice": { "location": { "ticket_sidebar": { "url": "index.html", "icon": "icon.svg" }, "problem_sidebar": { "url": "index.html", "icon": "icon.svg" } }, "events": { "onAppUninstall": { "handler": "onAppUninstallHandler" } } } }, "engines": { "node": "18.13.0", "fdk": "9.0.8" }}

amugofjavaApprentice

asked in Ticket & Workflow Management

JSON parser jsonpath regex

Hi,I am trying to search for a department using a custom field. This cannot be achieved using the department web service, so I am listing all departments and attempting to pull out the department I need via the JSON parser, but I am running into difficulties.Given the following JSON payload:{ "departments": [ { "description": "Department 1", "custom_fields": { "company_email_addresses": "dp1_support@mydomain.com,dp1_community@mydomain.com", "industry": "Transportation", "geography": null, "escalation_path": null, "account_active": true }, "id": 1234567891, "name": "DP1", "created_at": "2024-02-29T09:14:52Z", "updated_at": "2024-02-29T09:14:52Z" }, { "description": "Department 2", "custom_fields": { "company_email_addresses": "dp2_support@mydomain.com,dp2_community@mydomain.co

vedkApprentice

asked in Portals, Emails & Other Channels

Render 2 Widgets on Same Page

Hi, I am trying to render two widgets on the same page. But at a given moment of time only one widget is visible . Please let me know whether if its possible to render two widgets. If yes please share if any documentation is available. Currently trying to render like this.

Shaine ChanceSkilled Expert

asked in Automations and Workflows

Create Scenario Automation for individual agent

I want to create a scenario automation for another user but I do not believe it is possible.I can create for myself, all agents or agents in group.Scenario:We have restricted access to agents creating scenario automation to senior agents as the automation can allow for anything including deleting of tickets.The problem is agents want to have some of their own automation for typical ticket updates they do.I want to create an automation for the individual but it is either for myself, All or in a group which does not work for us. It seems the only solution would be to give the user the access but then we run the risk of them creating automation we do not want them to have. Any ideas?

RaimundApprentice

asked in Apps and Marketplace Integrations

Asset Label Designer update for smaller Lables

When can we expect an Update to the Label Designer APP? I still can’t print 2x1 Labels, and bigger ones dont’t fit on many Assets. I asked last June and still no news?

jannikalbersApprentice

asked in Portals, Emails & Other Channels

Server Error with GoogleMail

Hi, we are using Freshdesk connected to our GoogleMail-Support-Adress.This was working for 2 years without any problem - just today we got confirmation that there is no server connection. When loggin in to Freshdesk we can connect (and also reconnect) to google drive.But when saving we got the message that there is an error with authentification on SMTP-Server - but we did not connect via SMTP, we connected directly via Google-Login.Whats the problem?! Thanks in advance!

Stefan H.Apprentice

asked in Ticket & Workflow Management

mail communication between different instances of Freshservice

Hi, we want to enable mail flow between different instances of Freshservice. For this we need to change ticket numbering schema so that it is uniqe for each instance to prevent Freshervice to mix up tickets of both instances.Is there a way to change Ticket numbering schema or are there other ways to get this working?RegardsStefan

James@RahiApprentice

asked in Portal/Knowledge Base

{{approval.portal_url}} & {{approval.url}} take user to the wrong portal link

In MSP mode and have multiple portals setup.When creating an approval email template using {{approval.portal_url}} & {{approval.url}} each placeholder creates a link which takes user to the wrong portal. Regardless of the approval users company or domain, when you use these placeholders, they default to a portal of the systems choosing. How can you send an approval link someone who only has access to a certain portal?

HeleneKApprentice

asked in How do I....?

Missing Privacy Policy on Freshchat

Has anyone had any issues displaying privacy policy on Freshchat on Android and iOS?It displays everywhere else just not on the APP.

Mj96Apprentice

asked in How do I....?

Using Webhook triggers to append ticket subject

Good day, i am wondering if anyone can assist me. We need to append the subject line of a ticket once data is inserted into a custom field. My idea is as follows:Using ticket update triggers so that when we insert data into the custom ticket field that the entered content is automatically appended to the start of the ticket subject. We need the data to be added to the start of the subject. It shouldn’t remove any information.

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