Using Freshdesk

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? 

#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?

When allocating a ticket to an internal group (using the shared ownership feature) you can use that group’s automatic assignment rules to pick a suitable agent - just like when a new ticket is created.  However if the group includes collaborators this breaks down because collaborators cannot set their availability.It almost seems like it *should* be possible, because they have a checkbox in the dashboard when you look at available agents.  However, if you check their box it has no effect (unlike with full agents) and is cleared again if you refresh - so it looks like the UI is the same for agents/collaborators alike, but there’s no field to be set for collaborators.I think I could work around this with some home-grown automations, but I’m sure this would put more load on the Freshdesk server than doing it natively using the facilities already in place.  Is there any reason why collaborators cannot have availability, or perhaps a setting I’ve missed which means they can?

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) 

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? 

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!

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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.

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.Can Freshservice help me with this?Freshservice cannot help with this issue because this is a custom mailbox. We can only read and relay error messages from your mail pr

Hi everyone, just wanted to share our new theme for Freshdesk. Click here to preview this theme. The Almond Freshtheme emphasizes simplicity, balance, and alignment. Highlight only the most necessary content and features. It comes with six custom blocks to display key information on the homepage. The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal. FeaturesCustomize the header and footer, display your logo, change the background color, and include additional links.Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional links.Hero Image – Showcase your portal with a hero image that represents your brand. The hero unit height can be adjusted as well.Custom blocks – These blocks are great to highlight key information on the portal homepage.Video blocks – Similar to custom blocks, these blocks are great to display product videos, how-to videos right on

Hi all, As the subject pretty much describes it, is there a way for me to link to a specific section to another article as opposed to the one I’m currently editing?I know <anchor id> works for the current article one is working, will this work for link sections of other articles? What amendments should I make to the codes? Thank you.

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. 

This seems like a simple issue that must have been addressed somewhere. Please let m know if it has.When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there?  Thanks in advance!

Hello everyone,As you can see in the picture, we have toggled off the User Activation Email in Freshdesk>>Admin>>Email notifications>>Requester NotificationsBut each new contact will be still Unverified. How can I solve this problem? 

We’re excited to share this theme from Taaza Themes 🙌  Click here to preview this theme. The Granola Freshtheme is one of our best-selling themes. It has a modern and clean look featuring a hero unit to highlight a half-width image. It also features a tab navigation bar allowing easy access to the articles on any page of the support portal. The homepage has components that can be made visible/hidden: custom blocks, categories/sections, video blocks, and more.The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal. Also, when you purchase any Taaza theme, theme installation and branding services are included in the price. Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional links. Hero Image – Showcase your portal with a hero image that represents your brand. The hero unit height can be adjusted as well. Custom blocks – These blocks are great to hig

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.

Hi everyone,I’ve recently been exploring how Freshdesk’s custom blocks and layout flexibility can be leveraged for industries outside of tech — specifically for small, local food brands that want to create a customer-friendly help center or FAQ portal.For example, I was helping organize content for a Filipino food brand that offers traditional dishes like The Original Pancit Malabon, and I realized how effective Freshdesk’s structure can be for showcasing product details, answering common customer questions (e.g., about ingredients or delivery), and building brand trust.In these cases, clarity and cultural identity are key — and customizable hero sections, video blocks, and quick-link menus really help users navigate without feeling overwhelmed.Would love to hear how others are using Freshdesk to support businesses in unique industries like food & beverage. Any tips for improving visual layout without compromising on speed?Thanks!