Using Freshdesk

Hi everyone,I am trying to set up email triggers in Freshdesk to automate responses based on certain ticket conditions. However, I'm unsure how to create custom triggers that would match specific keywords in the subject line. Could anyone guide me through the process or provide some examples of custom trigger setups?Any help would be appreciated. Thanks!

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?

Hi there,Just a question to create a discussion: we are looking for an tool to easily create API Documentation. We are very impressed by the way the Freshdesk API is documented. Does someone know which tool Freshworks uses to create these API documentations pages? If not, any other experiences with great tools to create API documentation?https://developers.freshdesk.com/Kind regardsJos van den End

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. 

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 am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles but they “snap” back to where they originally were.For context I have Admin and Agent permissions.Any help or known issues would be appreciated. I haven’t found any answers searching so far.

Our organization has different email addresses and AzureAD UPNs.For example: UPN=name@example.com,  mail=name@example2.comAt this time, when we create a request via email, the SSO account is not tied to the ticket.Freshdesk allows to define multiple email addresses for customer field.Can I link multiple email addresses in SAML?

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?

Hello, I am currently redesigning our user portal and service catalog.Is there any way to create, within a service request, a dynamic list that automatically suggests and provides access only to users belonging to specific groups, based on the requester's groups or other requester attributes ?

Hello Freshdesk Support Team, We are experiencing a limitation with the Freshdesk API v2 that is impacting our integration and reporting capabilities. Issue Summary: We cannot access thread conversations (Private Threads, Forward Threads, Discussion Threads) that exist within ticket notes via the API, even though these threads are visible and functional in the Freshdesk web interface. Current Situation:  What Works:  We can successfully retrieve main conversations using: GET /api/v2/tickets/[id]/conversations We can see private notes and public notes - The web interface shows all threads correctly  What's Missing: Thread conversations nested within notes are not returned by the conversations endpoint - Multiple replies within a Private Thread appear as a single note in the API response We lose the thread hierarchy and individual messages

When I did a test e-mail, I got a ticket on the support page and not in the general freshdesk. Why is that and how do we only get tickets from customers in the general freshdesk?

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

I go about my day answering tickets and after a few, I run into a bizarre problem. When I type, random words replace the letters I am typing. The words are completely random and don’t have anything to do with anything I’ve previously typed. Even the backspace key triggers a word. It only happens in the Freshdesk window. If I close the tab and reopen, the problem goes away… for a while. I’ve tried disabling extensions, different browsers. I just can’t figure it out.

Hi,The last 4 weeks we get this error 3-4 times a week, but why…Every time I log into Freshservice to solve the issue, but there is no issue in Freshservice. So self healing - But why have it increased? Do Freshservice have a heartbeat monitoring towards O365, and the threshold is to low? (just guising) Do other have the same issue with increased number af mails about this matter, or are we alone on this?/HenrikE-mail we receive from Freshservice Support:Dear Admin,Your Freshservice custom mailbox “xwz” (xwz@xwz.xwz) is unable to send outgoing emails due to an unknown error.Despite our efforts, we were unable to re-establish a connection with your mail provider's server. This email is to notify you of this.What are my next steps?Please try again later. If the issue persists, contact your mailbox provider for assistance.

I’ve an ask. I want system to create a new ticket when customer responds on closed or resolved ticket after 15days. This is an urgent ask

Hi,I cannot setup Freshdesk app.It does not recognise the url (copied and pasted from working desktop). It will not send a reminder. “unable to send a reminder at this time”. It has been saying that for 12 hours.Brand new Lenovo tab M8.  Android 13.Any ideas please? 

I’m looking to better understand how many people use the Auto Email feature in Freshdesk.In it’s current form it’s an On/Off option and you are unable to limit what Groups or other ticket fields it can be enabled for. I’ve raised on the Ideas Forum () however I’d like to know if any other companies are using the feature.I don’t want to enable it on all tickets, and instead limit it to doing First Response on non SLA contracted questions/account problems, rather than big P1 total loss of service tickets.Thoughts? 

#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?