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2 days ago

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Using Freshdesk

Using Freshdesk

CX and Customer Support

4774 Posts

Sumana SrikanthanCommunity Manager

posted in API and Webhooks

Set up Custom Objects in your Freshdesk yet?

Applicable plans: Forest/Enterprise You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever. If you are on the Forest or Enterprise plan, just drop a comment on this post to learn more!

Navin DenzilCommunity Manager

published in Apps and Marketplace Integrations

Freshdesk Latte & Link

Hi folks, I’m Navin, a technical writer here at Freshworks. I’d love for you to join our upcoming Freshdesk Latte & Link—an informal, three-day, text-based conversation, live from November 12 - 14, 2024! It is focused on helping you make the most of Integrations in Freshdesk. This is an opportunity to discuss and learn more about using the different apps you can integrate Freshdesk with to improve your customer experience strategy. We’d love to hear from you, so please send us your queries, and our experts will respond within three days. Topics include navigating the Marketplace, Integration best practices, suggestions/feedback on existing integrations, and new apps you’d like to see in the Marketplace.Whether you're new to Integrations or looking to dive deeper, get the answers you need at your convenience.Here are some of the most commonly installed apps we have recently launched, for which you can raise queries:CRM - Salesforce, Hubspot, and Pipedrive (Connector Apps). These ap

rhea.desouzaCommunity Manager

published in API and Webhooks

Ask me Anything: Live Q&A on API's and Custom ObjectLIVE Q&A

Did we save the best for the last day of November? Let’s find out.@sukanya.arunachalam, Customer Success Engineer, Freshworks, is all set to take the stage at a special ‘Ask Me Anything’. A little note about our host 💎I got lucky to start and continue my career with a customer-facing job in an expeditiously growing company with over 8 plus years of experience. Starting as a Support Engineer really helped me to shape myself to have a "Customer First" attitude and to become this ardent customer experience representative.Having gained some technical exposure on how SaaS-based products function and have found some success in the areas of Implementation, customer support, framing/coordinating processes, and coaching analysts, I am working on understanding the workflow model of different businesses across SaaS to help offer recommendations which in turn would help deliver better ROI and improve our customers KPI’s! 🎥 Topic: 1. API’s: Overview and capabilities 2. Custom Objects💡 You will

Stefan58Apprentice

asked in How do I....?

How to change the username for login

How can I change mz username for login

shimiTop Contributor

asked in Knowledge Base

Solution Page customisation

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

mymukApprentice

asked in Ticketing & Agent Productivity

Ability to change state in a freshdesk ticket

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.

anusrivasApprentice

asked in Apps and Marketplace Integrations

Include Requester Details in Custom Ticket Views API

Please include the requester details in below endpoint:: /api/v2/search/tickets?query=[query]

FoxguardApprentice

asked in How do I....?

Agent name automatically in ticket response

I know this is simply and I have edited this before so am kicking myself that I cannot find it!!Where do I change what is automatically added at the bottom of a ticket when an agent replies?Currently it just says Foxguard team, but I want it to include the agents name as well.

muyiwaikotunApprentice

asked in Knowledge Base

Create multiple freshdesk sandbox account

Hello, My company has a paid freshdesk account. We already have one sandbox account for QA environment. We want to create another sandbox acount for the Test environment. Please, how do we get this done?

andrersCommunity Debut

asked in Portals, Emails & Other Channels

Create Ticket Problem - Portal

When trying to create a ticket through the portal form, I am receiving the following message:'We are sorry. You have been restricted from accessing this helpdesk page’ Could someone help me solve this problem? Thanks for your time and support. André

BLaRue1443Apprentice

asked in Apps and Marketplace Integrations

Seeking Advice on Freshdesk Integration Best Practices

Seeking Advice on Freshdesk Integration Best PracticesOur team is currently using an individual's API key to integrate Freshdesk with our company website. While this works, we are exploring better or more secure alternatives.One suggestion was to purchase a separate Freshdesk license solely for integration purposes, which would provide its own API key dedicated to this functionality. However, we want to know if anyone here has experience with other approaches or recommendations for managing integrations securely and efficiently.We’d appreciate any insights or suggestions based on your experience. Thank you!

RobCrossHMSkilled Expert

asked in Contacts & Companies

Bulk Delete Contacts

We have thousands of contacts setup who have never created a ticket with us. In 2025 we’re launching our customer portal, and I only want to invite people who have previously logged a ticket, rather than all people who were migrated from our previous system.Is there a way to easily identify which contacts have never logged a ticket, and delete them?

McLTop Contributor

asked in Automations and Workflows

webhook and thread w/in one automation

It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute. note - both execute just fine if the ticket is created directly w/in freshdesk.

msheridanApprentice

asked in Automations and Workflows

Force hourly triggers to run?

Exactly what it says on the tin. Is there any way to manually run an hourly trigger, or do I have to just wait for it to meet the criteria that I set?

justinklaassenApprentice

asked in Ticketing & Agent Productivity

Last Modified Date on Ticket Dashboard

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.

raghavkannanApprentice

asked in AI & Bots

Thank you detector not working as expected...

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?

TokylancApprentice

asked in Contacts & Companies

Freshdesk azure integration problem

Hello,We trying to make integration users from Azure( active directory) to freshdesk, and we trying to make automate user creation. But when we done everythink, we get error “cannot be logged in as this user is not part of this organization”. We trying to find solution, but we dont have time, we want to start using grown plan and we have 370 users, and we dont want to create users with hand. Thanks i will wait for your respond.

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

satyam2711Apprentice

asked in Contacts & Companies

Why so many bugs in FD for contact & User Management

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.

Nicklas LyngsoeApprentice

asked in API and Webhooks

Proposal: Ability to Change Webhook Failure Notification Email

Idea:I propose adding a functionality to allow users to change the email address where webhook failure notifications are sent.Reasoning:Currently, webhook failure notifications are sent to the account holder's email by default. However, in many cases, the account holder is not actively involved in monitoring or managing technical issues. They often do not interact with our ticketing system, leaving webhook failures unnoticed or delayed in resolution.Solution:Introduce an option within the system settingsCustomize the notification email to a preferred address, such as a system administrator or IT team email. Ensure that these changes can be easily updated by authorized users.Benefits:Faster detection and resolution of webhook failures. Ensures notifications reach the correct technical personnel. Improves system reliability and customer satisfaction.I believe this feature will add value for customers with dedicated technical teams managing integrations and reduce unnecessary involvement

eve062692Apprentice

asked in Ticketing & Agent Productivity

Show Activities on Feshdesk

Hi,On the “Show Activities” feature on freshdesk, is there any way we can export those activities for all ticket within certain created time?Thank you

BlairSkilled Expert

asked in Contacts & Companies

Customer name changes

What are people doing when you have a customer that is acquired or merges and starts going by a new name? I’m finding there is no way to Edit existing names or merge with other companies, like you can for contacts.I would love to hear what other Freshdesk users are doing.

YvonneApprentice

asked in How do I....?

Restrict email notification to use requesters organizational email address only

I was wondering if anyone else has experienced this issue and if so, how they have resolved it.We have our People and Culture team with a separate Workspace as IT and as their interactions with employees and potential candidates require interaction with people via a personal email address this can sometimes cause issues when forwarding or including key stakeholders into email communications. If you are not careful your emails can sometimes be sent to a personal email address instead of a organizational email address.Is there a way to restrict access to personal email addresses to only our P&C workspace? I can see that Requesters sits under the Global Workspace so not sure if this is possible.Any insights would be greatly appreciated

callmamaApprentice

posted in Knowledge Base

Affordable International Calls Made Easy with CallMama

Looking for an easy and cost-effective way to make international calls? CallMama has you covered! Our app offers a simple, affordable solution for staying connected with friends, family, and colleagues around the world, without the high costs of traditional carriers.With CallMama, you can make high-quality international calls directly from your smartphone, flip phone, or landline. Whether you're reaching out for personal conversations or business needs, our service ensures clear audio and reliable connections – all at competitive rates.Key Benefits:Low-Cost International Calls: Enjoy affordable rates for calling any country, without the burden of high fees. Crystal Clear Communication: Experience high-quality calls for a seamless conversation, every time. Global Connectivity: Call anywhere in the world, whether it's for business or personal use. Convenient and Easy to Use: Make calls easily from the CallMama app, compatible with various devices.Ready to make international communication

asked in How do I....?

How to get Ticket Lists in Dashboards?

Does anyone know of a workaround to be able to have Ticket Lists populate on their Dashboards? I was told that the Ticket list view and the Ticket dashboard are not compatible as widgets. We want to build these dashboards to have the higher level metric groupings but also be able to drill into the specifics from one screen (basic mock up below). Thanks in advance!

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