Ticketing & Agent Productivity

Hello!I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url.I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email. I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well). Thank you!

In my experience, one of the biggest challenges when sharing reports with sales and marketing teams is keeping metrics consistent across different dashboards and modules. For example, some teams prefer percentages rounded to 2 decimal places, while others want raw numbers.I’m curious about how others handle this:Do you define organization-wide rules for metrics? Do you adjust precision and format depending on the audience or report type? Have you found any tools, templates, or workflows that make standardizing metrics easier and more readable?I’d love to hear practical strategies or tools that make reporting more consistent and insightful.

As pointed out by other customers, such as , the ability to convert an Agent to Collaborator or Collaborator to Agent is a glaring gap that was missedThe current advisory to first delete the agent and then make them a collaborator is flawed as it creates a situation that this users tickets are unallocated incorrectly, they are still within the company and did work on these items.Totally get the need to restrict collaborators from being asssigned on tickets going forward, but there are valid use cases for them to remain on historic ticketsSUB FORUM SELECTED IS INCORRECT BUT THERE IS NONE MORE ACCURATE

Hi,I’m hoping to get some help from the community with a custom metric in Analytics. I have reviewed the helpdesk articles, but haven’t found something that has similar samples to work with. We currently have a special type of ticket called Project, with a custom ‘Due Date’ field (we are not using the standard SLAs linked to the priority on these tickets as those are project work related and the SLAs are set by us based on the project itself). We are trying to built a custom metric to calculate SLAs based on that Due Date field. Example: If the resolution date is > Due date then it’s violated our SLA, if the resolution date is <= Due date then ticket resolved within SLA. We’ve never had to create custom metrics so we’re newbies when it comes to the required formulas. Anyone knows if this can be done?

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal. 

Hello !When we receive an email from a sender that is not already in the “contact” list, it does not work:no ticket created no trace of the email no auto reply to the customer (aknowledgment)but when we manually add the contact , prior to sending an email, then the ticket is properly created.The documentation says that a customer should be automatically added as a contact thought.Any idea? 

Hi everyone,Currently, the majority of our contacts are associated with a company.We use a custom text field on the Company object called “VAT Number”, which is unique and works well to identify companies.Here’s what I’m seeing so far: I can successfully search for a company using the custom field VAT Number However, when I search for the same VAT Number in the Contact search, no results are returned Question:Is there a way to configure the contact search bar (on ticket creation) so that entering a company’s VAT Number will return all contacts associated with that company?Target functionality:When someone calls in: The agent asks for the VAT Number and the caller’s name The agent searches using the VAT Number If results are found, the agent selects the correct contact from the list If no results are found, the agent proceeds with creating a new contact under that company Additional context:Not all contacts have a dedicated email address or mobile number, which makes searching b

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared.Any help is appreciated  

Due to security requirements, users have started sending digitally signed emails. But in freshdesk we just see “not given” and smime.p7m attachement is visible.Please support decoding or displaying the content of S/MIME encrypted attachments.  

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created.  But now it doesn’t use the full name, but rather the 1st half of the email address.  Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name.  So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

When we use the Snipping Tool to get a screenshot to send to the customer for reference the customer can not see the image.  Any image we copy and paste in the Reply or a Forward is not displayed in the email for the recipient. This seems to have just started because we have been doing it this way with Freshdesk for over 10 years.

On my Freshdesk (as agent) I have displayed on the top “Switch to the new Freshdesk UI for a cleaner, more delightful experience. The classic UI retires on Mar 30, 2026.” Here are my questions :I’m not sure if the “table view” for tickets and the different ticket views (shared and local) are maintained in the new UI. With the Preview button, it’s not clear for me. Is it obligatory to upgrade ? What happens after Mar 30, 2026 when I do not proceed the upgrade Is a Rollback possible after the ugrade (one-shot) ? What preferences do I loose after upgrade Does the customer UI change also or not ?Best regards,Holger 

Hello,Our outgoing email has been blocked for 3 week now. We immediately opened a ticket #19378775, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we are still stuck. Now it’s been 3 weeks without any updates ! It's quite ironic for a SaaS company to have such poor customer service.Please fix this as soon as possible!

I have a regular need to create a parent child relationship between two existing tickets but can’t find any way to do this. Does anyone have a solution that would make this possible?

On the dashboard (tickets) where you can view as a table or card, in the table view it would be great to have the ‘Modified Date’ so a user can see exactly when the last update was made. (You can sort by Last Modified’ but having that date would be awesome and helpful. Right now, you need to click into the ticket to see this. The table view only has ‘Created Date’ (Card view in the body of the information displays Created Date but again Modified Date or Last Modified Date would be so helpful. This shouldn’t be a large effort as you already have the info. Just need to display it.

So our Head of CS in my organization doesn’t care/bother to measure the usual KPIs for our CS department. Like avg resolution time, or avg response time etc.  instead she solely cares about how old the ticket that has so no response or «non customer» update in it.  How can I measure this in an analytics report? What steps do I need to take to create it? can anyone help me a little with this? 

I’m hoping there is a way to create a single ticket view that has multiple filter combinations.For instance,We’ve got a number of Agents I’d like to see all tickets that I’m an agent for that aren’t closed or resolved, but also see any tickets regardless of agent if they are in an open state.So (Me and not closed, resolved) and (not me and open)

Goodmorning, All of a sudden the keyboard shortcuts won't work anymore.If you switch it off and on again and refresh the page it works once after that no response.Has anything changed with the keyboard shortcuts?

I am helping a client with their FreshDesk system that was set up by their previous web agency. The client has a few different support request forms with some custom ticket fields specific to each ticket form. On their 3 main forms, instead of using the default description field, they created a few customer multi-line fields to ask for more specific information, and to accommodate more than one field for customers to use. The problem is this makes it very difficult for the support agents. All of the most important information provided by the customer is in the Properties widget section, which is quite small and difficult to access. I also noticed that the default "Description" multi-line field not only displays the the content in the Ticket body section, but also provides a rich-text editor, vs plain-text for any of the custom multi-line fields. I've reviewed this page for reference: https://support.freshdesk.com/support/solutions/articles/37588-understand-the-ticket-details-view#The-t

Hi Team, I am getting multiple reponses as "Undelivered: Ticket Received" on my freshdesk a account for a client. Pls help to resolve. Thanks,Mansi ​@Daniel Söderlund ​@Nav_in ​@mbutler ​@Joshua.Lawrence ​@nick_marko 

A user added a “Public Note” with a code block that is almost 16,500 rows, and the only way to see notes/emails below it is to manually scroll through the entire 16,500 rows, because Page Down and End keys don’t work, there is no scrollbar to drag, and I see no way to collapse the note. I tried “Split Ticket,” but it didn’t remove this note from the ticket - only copied it to a new ticket. Is there another way to deal with a note like this so that someone can easily see older emails in the ticket? Thank you!

Hello All,I created one ticket in Fresh desk by using template and then i reply to my customer from the ticket which i have created in freshdesk.Now my customer using their ticketing system and he replied to me by adding their ticketing number in subject line they why new tickets are getting generated ? 

I was having weird effects with seemingly random keyboard shortcuts being activated. After weeks of aggro I finally happened to look at the list of shortcuts and realized why - they use a combination of normal letters without an interrupt key. No ALT or CTRL. So being a fast typist kicks off a shortcut any time I type a ‘g’ and then another letter after it. This particularly happens when typing a reply to a customer and I often lose a bunch of what I had typed. Blecch. My only workaround for this is to disable the shortcuts entirely.It would be really nice to be able to use some shortcuts. Could they be changed to properly use an interrupt key? Or be modifiable by user?

Sometimes when I type in the ticket response, random letters insert random words. It doesn’t happen all the time, and closing the freshdesk tab and reopening it makes it go away… for a little while. I’ve tried turning off extensions, different browsers, etc.. It’s driving me crazy