Using Freshdesk

Hi, We want to connect some of the emails that are sent from our platform to the Freshdesk threads using `Message-ID` header. The problem is when we put Freshdesk inbox email to reply-to address, the email doesn’t appear in Freshdesk at all. Here is an example of the flow We send an email to the client from Freshdesk similar to below From: freshdesk-support@company.comTo: client@email.comCc: platform@subdomain.company.com Subject: Some subjectBody: Email message Then, our platform parses the email and stores the Message-ID headers and send the following email From: platform@subdomain.company.comTo: client@email.comCc: freshdesk-support@company.comReply-To: freshdesk-support@company.comIn-Reply-To: Initial message IDReferences: Initial message ID Subject: Reminder for some subjectBody: Another email message and this email reaches to client but doesn’t reach to Freshdesk. When we remove “Reply-To” everything works fine. What could be the reason of this issue and how we can solve it? I’d

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.

Hi there! We are a big fan of the “Out of Office” functionality within Freshdesk. We mainly use it in two scenario's: When a agent is really a day of or on holiday When agents are working in Freshdesk, but not on 1st of 2nd line calls In both cases, our 1st line calls (incidents, user-questions) open without an agent when the customer replies. In this second case, it can be very annoying that the widget is hovering above some important stuff in Freshdesk. Attached you can see that the widget is blocking the time registration menu of a ticket. I also attached an image where you can see that it blocks the Fresdesk Support Chat. Would it be possible to have this widget differently implemented, not blocking any important menu's?

Hi Freshworks Community, I've been trying to integrate Freshdesk with our CRM system, but I'm encountering several issues. Here are the main problems I'm facing: Data Sync: The data between Freshdesk and the CRM is not syncing properly. Some tickets and customer information are missing or duplicated. API Errors: I'm receiving API errors when attempting to update customer records from Freshdesk. Custom Fields: Custom fields in Freshdesk are not mapping correctly to the CRM fields, causing confusion in our records. Performance Lag: Since enabling the integration, there's been a noticeable lag in Freshdesk's performance. Has anyone else experienced similar issues? If so, how did you resolve them? Any advice or best practices for ensuring a smooth integration would be greatly appreciated. Looking forward to your insights!😊

Does anyone know if its normal behavior for the connector to expect that all fields / properties coming from HubSpot should be mapped with those in Freshdesk else it will not allow any mapping i.e. It’s an all or nothing situation. This would also mean I have to create all those other unnecessary fields coming from HubSpot into Freshdesk as well. Is it not possible to select the fields you want to map instead of it dictating that we should map all the fields? I am trying by all means to avoid having to use an API to integrate these systems.

Hi Is it possible to customise the solution page>article. The editor allows for editing in code but doesn’t allow for changing the background of the article. For example, i want to insert an image in the background and have a table and text on top. I also want my embedded videos to pop-up when the user clicks on them rather then start playing. Any help will be appreciated. Thanks

Hello guys.i wanna says it will be alot easy for me if i can Sort by columns like: i can soft by subjectCan someone know how to do it?please show me how to do it.

When I view the tickets for a specific group of agents which are unsolved I press the export button and choose Excel as format. Then I receive an excel sheet by email including only the first 9 tickets and not the rest. Same result when choosing CSV format.

When I reply to a customer on a ticket, I don't want it to CC my email box. Can I turn that off?

Logging incidents on the self service portal via templates In 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.

I have the Freshworks Help Widget on my web app. I call the “hide” function on certain pages to hide the widget. This works fine for desktop and even when using the mobile simulator in the dev tools. But when the app is accessed through an iPhone, on both Safari and Chrome, the Help widget doesn’t hide when it should, it’s always visible. Is there an obvious reason why this is happening?

I’ve created a report in Freshdesk to show customers with the most unresolved tickets. It works, but I get too many results to be readable. Is there a way to limit the amount of results, something “list only top 10”?

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!

So the question is basically the title. Our clients complain they always have to enter their filters again when checking the platform. Is there a way they can save their own filters (like agents can do?) or is there any plan for Freshdesk to save filters in a cookie so clients always land on the portal with their previously selected filters?

We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place. The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed here No company name is displayed here. No way of comparing each ticket Also no company name here. And below this is a huge amount of white space that could be utilised better. There is a humungous amount of white space below the last screenshot, which really should be used to display additional information.

When first configuring the Teams app integration, it let me select a team and channel but never let me configure the channel notifications. I removed the integration, team and channel. I then added the integration back, created a new team and channel and get the same error I was getting before when I couldn’t configure the channel notifications. Attached is the error message I recieve. I’ve been trying to get this working for a couple weeks now with the same errors. I’ve tried it on multiple PCs, different browsers and all from different locations. Any information would be greatly appreciated.

I've enabled the Thank You Detector and made the necessary changes to the ticket reopen rule, but it still isn't working as expected. It's not even detecting a simple "Thanks" message. Can someone help?

I would like to customize the fields shown in the contact details side panel when agents look at tickets. Is this possible? Here is my use case, I have all my users in the contact list and I have extra fields for them, such as what department they works in - say HR, Finance, Stores etc. and another field is what building they work in. Now I would this to be visible when I look at a ticket in the Contact details side panel - e.g. this screenshot. Some of this is visible when you press on view more info, but this is an extra step and should not be needed. Karl

Ever since I’ve used Freshdesk, there are about 20 contacts with “@freshworks” or “@freshdesk” email addresses. They were simply there when I was onboarded. They clutter up my contact list. Is it OK to delete them? When I go to delete them, I get a pop-up message saying “When you delete a contact, all future communication from this contact will be marked as spam. Are you sure you want to proceed?” I just want to make sure I don’t miss an important message from one of them from a support perspective. Also, if I do delete a contact, say by accident, how do I stop them from being treated as spam? Do I just need to set them up again? Thanks in advance for any direction. Dave

Hello Folks! Here’s a quick look at what’s new with Freddy AI for Customer Service this month. These updates are aimed at improving both agent productivity and admin control—plus, a few exciting features are now in public beta! What’s new with Freddy AI for customer service this month? There’s a lot of new updates and enhancements that we’re rolling out to customers using our customer service products with Freddy AI! Here’s a quick summary for everyone here. Reply Suggester is now in Public Beta: Agents now have access to AI-powered reply suggestions (generated using solution articles) to respond to incoming customer queries, resolving tickets faster and more accurately. Learn more | Freshdesk and Freshdesk Omni Freddy AI Agent can evaluate itself: AI agents will generate a diverse set of customer queries to self-test their responses to identify knowledge gaps that need to be patched with more knowledge sources. Learn more | Freshchat and Freshdesk Omni The enhancements that are happen

This is going to be a little bit rant-y, but I’m very frustrated with Freshdesk Support. I have submitted 2 different support tickets to Freshdesk support requesting help with a variety of issues over the last 7 days and have currently heard nothing on either one. This is particularly frustrating because on day 5 I resubmitted the first ticket to freshsales support instead and received multiple responses plus a resolution within 24 hours. Presumably these are two different team of people who are likely working completely remote from each other but the Freshdesk support is frankly bordering on embarrassing at this point. Not to mention I now have a third open ticket that appears to be intended for an internal sales agent to reach out to us and try to up-sell or otherwise “close the upgrade” in our plan. I can’t tell if whoever is running that support is clueless or what is going on but if our company wasn’t so set on using Freshdesk this would definitely be enough to get us to consider