Using Freshdesk

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!

79910

2 months ago

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

2370

2 months ago

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

54412

1 year ago

moleculematCommunity Debut

posted in Knowledge Base

I want my chatbot to be able to search my knowledge base using natural language.

Hello everyone, I'd like my Freshchat chatbot to be able to search my Fresh desk knowledge base for answers in natural language. It currently only finds answers from my FAQ.Would you have a solution for me? Thanks a lot!

322

4 hours ago

zefredApprentice

asked in How do I....?

Differrents group assignment based on email

Hello,I try to use 2 specific email address to create tickets in Freshdesk.The first email address must create ticket assigned to group “A” and the second email address must create ticket assigned to group “B” but then 2 email address create ticket in group “A”

393

5 hours ago

tony.morganContributor

asked in Apps and Marketplace Integrations

Any posibility to Auto Merge Duplicate Tickets

WE have an issue were tickets are sent to 2 separate emails that open tickets for say Accidents and Fleets that are directed at 2 different groups but go to the same ticket group. When they come into the ticket system it 2 separate tickets. Is there a way for Freshdesk to see that they are the same and auto merge them?

672

6 hours ago

niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Unleashing the Power of Marketplace Apps in Discussion with Kristi Dennis from Our Daily Bread Ministries

In the latest edition of the ‘Unleashing the Power of Marketplace Apps’ blog series, we are thrilled to share some excerpts from our recent discussion with Kristi Dennis, Digital Support Team Lead at Our Daily Bread Ministries (ODBM) on their usage of Freshworks Marketplace apps. Our Daily Bread Ministries ODBM, founded by Dr. Mart DeHaan in 1938, is a Christian organization based in Grand Rapids, Michigan. The non-profit organization is widely recognized for its production of various devotional publications, with Our Daily Bread being a flagship offering. Optimizing Customer Service Operations To optimize its customer service operations, ODBM relies on Freshdesk as its preferred platform. Additionally, they leverage several marketplace apps to complement Freshdesk's offerings and suit their unique needs. Let's delve into the apps that have proven instrumental in shaping their day-to-day activities. Enhancing Productivity and Efficiency ODBM has always prioritized creating a personal

10 hours ago

sagejacesageApprentice

asked in How do I....?

How do I fix an APK not installed?

If you are trying to install an apk via local storage ( ie, not via Google play store ) ; then go to settings : security : check allow installation of apps from unknown sources. Now try installing the apk.Apk Influx

141

11 hours ago

Karel_VlčekContributor

asked in How do I....?

How do I multi-language?

How do I do multi language translations of custom fields and names for (of) custom service items?

459

12 hours ago

donia_atsContributor

asked in Portals, Emails & Other Channels

snippet problem

Hello,I have a problem. I’m doing a redesign of the Freshdesk user portal based on the MINT theme. The old code to display tickets is as follows: “<section class="ticket-page"> <div class="container"> <div class="ticket-toolbar pull-right"> <a href="{{ portal.ticket_export_url }}" data-target="#export-modal" id="ticket-export-button" rel="freshdialog" class="d-hide" data-submit-label="{% translate portal.tickets.submit_export %}" title="{% translate portal.tickets.export_ticket_data %}"> {% translate portal.tickets.export %} </a> </div> <div id="ticket-filter-container"> {% snippet ticket_filters %} </div> {% snippet ticket_list %} </div></section>” When I copy and paste in the redesign of this part, the list of tickets is displayed well but the snippet of the filters appears but does not work. (Click in the void) Why ?

13 hours ago

Dave KershawApprentice

asked in Ticketing & Agent Productivity

Self Service Portal Templates

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.

814

19 hours ago

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?

365

1 day ago

simonjh88Top Contributor

asked in Ticketing & Agent Productivity

When merging a ticket, that belongs to company A, why does Freshdesk allow the ticket to merged with Company B?

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 hereNo company name is displayed here. No way of comparing each ticketAlso 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.

964

1 day ago

kbisignaniContributor

asked in Getting Started

Freshdesk Free Plan

Good morning,I’m curious if anyone has any insight... I work for a small school district and about 11 years ago I signed up to Freshdesk’s Sprout plan. It was, at the time, 3 agents free “for life.” Which, thanks to the Wayback machine…Source: https://web.archive.org/web/20130811230239/http://freshdesk.com/pricing/free-support-software Turns out, that fit the bill for me and my two colleagues and, 11 years later, we remain three and continue to use and love Freshdesk to support our teachers. I received an email yesterday stating that “Effective November 15, 2024, we will reduce the number of agent licenses included in the Freshdesk Free Plan from ten to two.” I’m assuming I’m getting this email because I’m technically on the free plan, but when I check my dashboard, it still shows that I’m on a “classic” plan with only three seats available to me, not ten. My question is, does this apply to us? We never had 10 available agents, it’s always been three “forever.” I know companies

5149

1 day ago

wadeheadApprentice

asked in How do I....?

Is coding help to make websites like apks ?

How does coding benefit us in daily life?Does it only apply to tech jobs, or can it improve problem-solving in other areas?Share your thoughts on how coding makes life easier!Does it only apply to tech jobs, or can it improve problem-solving in other areas?By the way, if you're into useful apps, check out https://myhonista.com/ for great APKs!

1 day ago

karlnharrisonContributor

asked in Contacts & Companies

Freshdesk agent view of tickets customization question about contact details

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

992

1 day ago

msconfig87Skilled Expert

asked in How do I....?

How can we filter or analyse tickets with custom fields?

HelloWe have a lot of Service Requests with custom fields.How can we filter them when searching for tickets, views or create Analytics reports out of them?

2787

1 day ago

MBragaTop Contributor

asked in Contacts & Companies

Freshdesk - Customer can view all company ticket

Hi,it is possible to set a customer can see the tickets of other customers associated with the same company?EG customer AA (Company XX’s director) can see his ticket and also customer’s BB ticket (same company)

9023

2 days ago

RBS_SimonApprentice

asked in Contacts & Companies

Outlook contact sync Outlook contact sync - not working

Hello,We are attempting to sync our contacts with Office 365. While we have successfully installed the Outlook Sync App, the synchronization does not initiate.Does someone know the necessary permissions in Office 365 to enable contact synchronization? Additionally, how can we manually start the sync process?Thank you.

284

2 days ago

martinj_ukApprentice

asked in Ticketing & Agent Productivity

400 note limit (private & public) interactions

Has anyone else hit the 400 maximum number of public/private notes on a ticket?I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket.Nothing in the last few release notes that I can find

252

2 days ago

BLaRue1443Contributor

asked in How do I....?

Seeking Recommendations for a Permanent Test Environment in Freshdesk

Seeking Recommendations for a Permanent Test Environment in FreshdeskOur team is in the process of setting up Freshdesk, and we’re looking for the best way to maintain a permanent test environment, as an alternative to the Sandbox feature. While the Sandbox is useful, it is designed for temporary use, and we need a test environment that can remain active indefinitely.Key requirements for this test environment include:The ability to create and test dummy tickets without losing data. Seamless integration with external tools and systems to mirror real-life scenarios. Isolation from the live environment to avoid any unintended impact on live operations.We would love to hear from other Freshdesk users who have implemented a permanent test environment. What solutions or strategies have worked well for you? Are there specific configurations, workflows, or tools you would recommend for this purpose?Thank you in advance for your input and suggestions!

303

2 days ago

SPLENDID WApprentice

asked in Portals, Emails & Other Channels

Sorting tickets based on contacts

Hello!Is it possible to sort tickets by contacts, e.g. using the provided name or email address of the contact?Or alternatively to have an overview of the number of tickets / tickets when viewing all contacts.We usually have several tickets from the same contact and overviewing them or sorting through them would be easier if we could sort tickets based on contact info.Greetings!

1805

2 days ago

SOTAApprentice

posted in Ticketing & Agent Productivity

Thread function

Hi there,Please fix these two main problems:The text field, when creating a thread is way to small I can not create a thread without forwarding the ticket. Please implement the option to create a thread in the ticket to text other mail adresses without forwarding the ticket.

552

3 days ago

SP006

asked in Portals, Emails & Other Channels

Email notifications not sending on submission of new ticket

We’ve recently started experiencing an issue whereby email notifications for both internal support group members and the requester are no longer being sent/received on submission of a new support case via email.Email notifs are being sent when actions are being taken on the ticket (e.g. status updated, etc.) however not on submission (which acknowledges that the ticket was received, alerts team members of a new case, etc.)I’ve seen references to possible sending issues caused by Freshworks imposed blocks due to high spam volumes (which we’ve been experiencing). Any help from an official Freshdesk agent on the matter would be greatly appreciated.

3 days ago

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.

115012

4 days ago

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