Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

Empowering Women in Tech: Breaking Barriers and Shaping the Future

(Wed, 15 May, 2:00 pm)

Community
Search

Unanswered questions

2168 Topics

Most views

Recently active Most replies

BryceKSkilled Expert

asked in Ticket & Workflow Management

Closing ticket before approved

How do you handle tickets being closed when they are pending approval? The issue is when there are multiple approvals and 1 person approved and 1 is requested, if you close or resolve, the ticket it ultimately becomes cancelled and who ever did not respond to the approval is cancelled.Is there a rule to not allow ticket closure if approval is pending? Maybe there should be a toast message pop-up that says, “this ticket is pending approval, are you sure you want to close?” or something to that nature.

LiamRApprentice

asked in Automations and Workflows

Message update board?

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

lucia.mApprentice

asked in Automations and Workflows

Using webhook to create a new ticket once a reply is sent to a ticket that's closed

Hi,I'm trying to setup an automation rule so that when a customer replies to a closed ticket that’s got a specific tag (the ticket gets the specific tag when 7 days have passed since it was closed), that instead of reopening that same ticket, the last public comment is used to create a new ticket via a webhook.However, I have a automation rule that ranks third in the ticket updates order stating that “When an action performed by Requester When Reply is Sent If Status is not Open AND If Status is not Need to check Set Status as Open” (we would like to keep this rule for tickets that have been closed prior to the 7 days mark).I don’t have coding background but nevertheless I took the challenge head on. I am not sure why the thrid rule gets executed first when the first rule is the webhook one as per my screengrab.

kcbatesSkilled Expert

asked in Ticket & Workflow Management

Check for multiple conditions and perform action without ending workflow

Thanks in advance in assisting me. Goal: Check for multiple conditions and perform action for each without ending the workflowExample: A requester asks for access to Domain A & Domain CPlease see attached image of workflow. How do I create a workflow that checks for conditions and completes actions simultaneously to other conditions and actions? I feel like the only way to achieve this would be to copy the domain B, C, & D workflows under both the rejected AND approved paths in Domain A, Domain B would include the workflows of C & D, Domain C would have Domain D and D would not have any others as it is the last condition to be checked. There has to be a better way. Save my brain. ;)

alecordeiroApprentice

asked in Ticketing & Agent Productivity

Ticket fields - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug? Anyone experienced something similar? Thanks

NathaKerApprentice

asked in Assets

Service request custom fields in data export

I work with a lot of serviceitems that all have a set of custom fields. I also need to be able to get a list (CSV-dump) of all the tickets with customs fields (we insert my clients data in those fields, so I need to be able to extract them again). It doesn’t seem possible out of the box, is there a workaround?

LorneHContributor

asked in Automations

Sales Sequence versus Workflow in FreshSales

What are the benefits or drawbacks of using Sales Sequences versus Workflows in automating tasks like email and updating/ tracking lead stages. I have inherited a system that uses lots of workflows and no sales sequences and I’m not sure why my predecessor chose one way exclusively; if there is any guidance on when each option is better, please add your opinion.

daffazhafirinApprentice

asked in Portals, Emails & Other Channels

How to fix Email rejected due to an unexpected error ?

I receive the error message "Email rejected due to an unexpected error. Please try again after sometime." when I attempt to send an email to our customer.Please help me solve this problem and how can I recognise the problem specifically. thanks

maghedSkilled Expert

asked in Getting Started

Visibility rules for Agents+Requester??

Hi, Is there a way that I can set “visibility” rules on Service Items that applies for all users, i.e. Requester + Agents?I can’t find a way. If I for example would like to publish a service item for users in a specific location I would like that rule to apply all users but I do not understand how to achieve that.We have quite many Agents spread across many departments and geographical locations and it will be difficult over time if we can not apply the same rules for them as they as employees in many situations are Requesters.

JDCQApprentice

asked in Portals, Emails & Other Channels

Adjust description field size for customers

I’m new in freshdesk and I have the same question, however, the topic has been closed.Is there a way to adjust the size of the description field ? Most of my customers want to include a printscreen in the text, but then the windows of the description field is way to small.

Chris.ArmitageApprentice

asked in Automations

Powershell Orch - Call a pre-built scripts and pass params

Hi there Im wondering if its possible for the powershell orch app to be able to call a pre-built script and pass parameters to it.I have a few scripts that would be ideal to now turn into Service requests but the scripts all have built in creds (using encrytion), which ive seen the Powershell App struggles with. But if i can call my script and simply pass some parameters to it then it “should” work. The scripts are stored on the Server we installed FS Orch onand egample of what im looking for isexecute command.\nameofscript.ps {{ticket.id}} {{ticket.from_email}}this would call the script and pass “ticket id” and “Ticket from Email” as the params

mbrandt2009Apprentice

asked in Ticketing & Agent Productivity

Ticket List Snippet

Is there a way to add fields to the ticket_list snippet? It would be great to be able to edit that and all snippets.

msconfig87Skilled Expert

asked in Ticket & Workflow Management

Create Child Service Requests with attachements?

Hello.I have activated “Create Child Service Requests for each of the items above“.One of the child Items is required to have attachments which is also activated in the corresponding Service Request item.But unfortunately when requesting the parent item and selecting the child items, you only can attach files to the parent item!How can we have attachments to the child items?

KannanSimplrApprentice

asked in Ticketing & Agent Productivity

Remove/Restrict 'Delete' option to agent.

Do we have the option to restrict agent to delete the ticket in the tickets and Trash.

rtwardzikApprentice

asked in How do I....?

Responding in ticket to a cc-ed email who is not the requester

Often there are several cc-ed emails on tickets submitted through FD via email (email is the primary method our users create tickets with FD). When any one of these cc-ed emails responds to the ticket via email, my Reply in FD lists just the Requester who originally submitted the tickets in the TO line. This means I’ll be addressing a question asked by a person in the CC line, but the email address in the To line is not the person I’m addressing. This has been a source of confusion for our clients / users and looks like I made a mistake in how I am emailing the client. I really need FD ticket replies to work more like how most email services (like gmail) work: if you click Reply, the email will default the To line to the email of the person who submitted the most recent email response. Is there any setting in FD to accomplish this? Or does this require FD to change some of their logic? I appreciate any help here!

Mykola ZhuravelSkilled Expert

asked in How do I....?

Anyone else facing issues with messages not appearing in Freshchat web-widget?

Hey there, fellow Freshchat users!I hope everyone is doing well. I wanted to reach out to see if any of you have come across a peculiar issue while using Freshchat's web-chat widget. We've been facing a problem where our agent's messages are not visible to customers. It's like our responses are disappearing into thin air!Here's what happens: Our agent types out a reply, but the customer responds with things like, "I can't see any writing" or "Hello, anyone there?". It's frustrating because it seems that the customers aren't receiving our messages at all.We reached out to the Freshchat support team, and they told us that no other users have reported this issue. But we're really curious to know if any of you have experienced something similar. Are we alone in this? 😿

markus.finsterContributor

asked in Automations and Workflows

Add a second contact as CC to a ticket

Is it possible to add a 2nd contact to a ticket, or an alternative email address *and keep it*?We occasionally have clients who are communicating with us on one email address, but ask us to cc a second email address - usually their spouse or work email.You can do that per reply, but it has to be set again with every reply if the client didn’t open the ticket with a cc in the first place.

JuliankApprentice

asked in Analytics, Reports & Dashboards

Analytics report data available via API

I would like to have the analytics report data available via API to automate internal digestion into our ELK stack. Currently it is only available via email / CSV format.

Daniel SöderlundSkilled Expert

asked in Automations

Expression: Replace language specific characters

Hello, I’m almost sure I have read on this forum how to replace all non a to z characters in a placeholder but I can’t find it. Could have been using Liquid Filters. I have created a Liquid Filter to do it but I need to set a field and using the Liquid Filter in the field isn’t working. Same works fine when I use it in a note.

deepak.sharma507Contributor

asked in Automations and Workflows

Way to automate adding to-do list to a ticket

Hello all,As the title says, Is there a way to automate adding a to-do list to a ticket. I am looking to attach a list to a ticket based on certain conditions, so as whosoever picks that ticket knows what all steps are required to resolve it. I open to using 3rd party app. The endpoint to create a to-do list is also not available unfortunately. Thanks

Ahmed AliApprentice

asked in Apps and Marketplace Integrations

How to POST files through a Zapier Webhook

I am having trouble POSTing a Webhook from Zapier to FreshworksCRM. In my Zap I am trying to POST a file (from GDrive) to the FreshworksCRM API, which works perfectly via Postman. Entering all information in Zapier gives us the error message 400 - Bad Request. I was assuming that Zapier is changing something in the POST Request which I can not see in the frontend - which is not the fact as the support told me. linkIn Postman I am using the headers authorization:Token token={{APItoken}},Content-Type:multipart/form-data and content-type:multipart/form-data; boundary=----WebKitFormBoundary7MA4YWxkTrZu0gW.For my Form-data I am using the file in Postman which I upload manually, as well as the targetable_id and the targetable_type.Does anyone have an idea why I can not make it work in Zapier?

erik.oostenbergContributor

asked in Ticketing & Agent Productivity

Ticket agent first name - Not full name

Hi!We would really like to be able to add only our agent's first name to automations.We want to be personal with our customers, but at the same time protect our employee's privacy. Could you create tthe agent first name placeholder, or is it perhaps coming some time in the future?Thank you in advance for looking into this? Best regards,Erik

AceTechGuyApprentice

asked in Automations and Workflows

Ticket Field Formatting

We service customers from many locations. We need to copy the shipping information from their ticket into our ERP to ship them parts. Is there any way to have ticket fields with formatting. Phone number = (123)456-6890Address Is:Addr1Addr2CityStateZipvs one large text box.Force all fields except email to be uppercase.

SCARLETTBOLTONApprentice

asked in Portals, Emails & Other Channels

Image on signature shows enlarged on recipients email

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks

Kate EBApprentice

asked in Ticket & Workflow Management

Filter Resolved by Customer Responded Ticket state

I would like to be able to see all tickets in a Resolved status that have Customer Responded in the State. This doesn’t seem to be possible from the existing filters. Ideally I want to see this as a widget on my dashboard rather than all resolved tickets with a customer responded automatically re-opening.

1
...
6
7
8
9
10
11
12
...
87

Page 9 / 87

Badge winners

jcervantesFTGhas earned the badge Salud, Ideator
jross07has earned the badge Lightening (Mc)Learner
jennifer.zhanghas earned the badge Lightening (Mc)Learner
DJLhas earned the badge Salud, Ideator
brigitte.cornwellhas earned the badge Salud, Ideator

Show all badges

Powered by Gainsight

Terms of Use Cookie settings

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK