Using Freshdesk

I recently created an account to use the Freshdesk Support Desk and now this error shows up:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account: https://pflegelust-gmbh.freshdesk.com/ Thanks!

#DidYouKnow - 65% of customer leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from office as they move forward.As customer experience becomes the difference between keeping or losing customers, companies are increasingly turning to technology to create great customer experience. New technology solutions can help customer service teams automate support processes, focus on creating memorable experiences, and at the same time, help more customers solve simple problems on their own. Read more.With this change, we're witnessing the rise of a new brand of customer service that's centered around agility.What do you think about the role of technology in customer service?

Hello everyone,I have a question about custom ticket statuses in Freshdesk.In addition to the standard status values like Open and Closed, I created a individual custom status. The custom status is available in the ticket itself and works there as expected.However, when I try to use this status in an Automation rule, I can only see the standard status values in the dropdown. My custom status does not appear there, so I cannot select it.What I checked so far:The custom status is already created and active It is visible in the ticket status field In Automation, only the default statuses are available in the dropdownMy questions:Is this a known limitation in Freshdesk Automations? Do custom statuses need any extra configuration before they can be used in Automation rules?Has anyone

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!

Moving to Freshdesk or Freshservice? Preserve ticket structure, workflows, and automation with accurate data mapping. Your new system runs like your old one—no downtime, no broken processes.Why data mapping mattersProper mapping is crucial for a smooth help desk migration. It ensures data lands correctly, preserving ticket structure and workflows. Key benefits:Protects ticket context, history, and attachments Maintains workflows and automation Keeps required fields accurate Reduces errors in ticket handling

I am submitting this as an enhancement, as this functionality does not exist, to my knowledge. There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured. We receive tickets through various channels where we need to set or update the Subject for appropriateness and data governance. When tickets are received/created - the original requester email sets the ticket subject. We need the ability to set/update the subject using Automations, Scenarios, and Canned Responses. That way, when we programmatically or manually respond to the requester, the email subject line appears per our Company Policy and branding guidelines and provide consistency for data governance purposes. Furthermore, it is inefficient for end users to update these manually.

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

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.

How have you solved this case?Once an agent has responded to the ticket and are awaiting the customers input, we change status to “Waiting on customer”. After this status has been active for 48 hours, we want a reminder email to go out. Once. I have set up an “Hourly Triggers” automation stating:If hours since waiting_on_customer is 48Actions: Send a reply via EmailIt turns out that the backend job that performs this is run once every hour. It will check if the status of the ticket is EXACTLY 48 hours for this to be true. So if it is 48.2 hours, it will not trigger this atuomation.Freshdesk support suggests a workaround, to add a greater than 48 hours and less than 50 hours condition, and in addition adding a custom ticket field to be tagged - so we dont risk mulitple emails going to the customer. I find it interesting that what is to me a basic use case of a ticket platform requires this approach. Wanted t

Hello,I am currently unable to reset my password on the Freshdesk portal.When I click on the password reset link received by email, I get the following error:"Sorry, we couldn't locate your account..."I have already tried:- Requesting a new reset link- Using incognito mode- Copy/pasting the URL directly in the browserThe issue persists.Thanks

Hi, I just newly signed up with the trial account but keep on getting this issue when creating tickets:https://global7925.freshdesk.com/ Appreciate your immediate response on this as this is needed for a client demo. Thanks!

I’m looking for a way (workflow or alert) to auto create an incident or service request that's attached to the contracts > contractor feature when a contract is set to expire. 

Hi, I am creating an automation wherein I send test emails (using power automate) to our helpdesk email with an HTML table within its body. HTML table is working fine when viewed through browser or if it’s sent to a non-helpdesk email, unfortunately when it is being sent to our helpdesk email it is being formatted with no CSS.How the email body when it is sent to a non-helpdesk email (my personal email):How the email body received by our helpdesk email:I’m kind of stuck if the issue is with my email body or is this being limited by the platform. 

Hi,I realize this question is better posted to the FreshservicePS Slack channel, but I haven’t received a response in that forum so I’m trying my luck here.I’m using the FreshservicePS PowerShell module and have a question regarding the data retrieved with Get-FreshServiceTicket. I have a ticket that was created from a Service Catalog form, and when I view the SR in the WebUI the form data is visible but it is not retrieved with Get-FreshServiceTicket.How do I retrieve this data using powershell or via the API directly?Thanks!

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. 

I want to configure an automation so that when we receive a WhatsApp message an auto response is sent.Currently, I can’t see a way to configure the automation for when we first receive only - otherwise if we create and send a WhatsApp this triggers the automation which is incorrect.This is surely a basic automation feature?!

Hello,Our outgoing email has been blocked for one week now. We immediately opened a ticket, 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.It's quite ironic for a SaaS company to have such poor customer service.Please fix this as soon as possible!