Using Freshdesk

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. 

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

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. 

Error we are sorry. You have been restricted from accessing this heldesk pageI see a lot of people having this issue.

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!

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!

Hi Freshworks Community,From my experience, teams avoid disruption when they treat migration as a structured process, not a single technical event.  Here are a couple of practical approaches to help your team migrate smoothly: 1. Plan early and prepare your dataStart planning well in advance. Use this time to clean up outdated records, review workflows, and define what data truly needs to move. 2. Involve your support team earlyPrep work isn’t only technical. Support agents work with tickets every day, so involving them during setup gives them visibility into how the new system works. This helps them understand the “why” behind workflows and troub

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 for a better way to handle scheduled work tied to tickets.Right now my workflow is: Set the ticket status to Scheduled Manually create an Outlook calendar event Paste a note like “Refers to ticket <ticket link>” into the event This works, but it’s very manual and time-consuming.My questions: Has anything changed recently that makes this easier or more automated? Is it possible to create a to-do or scheduled item directly from a ticket with a specific date/time? Is there any native Freshdesk integration that syncs ticket scheduling with Outlook or a calendar? If not natively supported, are there any recommended apps, integrations, or best-practice workflows (e.g., Power Automate, Freshdesk Au

What causes the error?

Hello !When we receive an email from a sender that is not already in the “contact” list, it does not work:no ticket created no trace of the email no auto reply to the customer (aknowledgment)but when we manually add the contact , prior to sending an email, then the ticket is properly created.The documentation says that a customer should be automatically added as a contact thought.Any idea? 

Hi Community,Wondering if anyone can help.I am trying to create a FreshService ticket in PowerAutomate when someone fills out an MS Form. However, the FreshService connector requires the Requester's ID, which I thought would be straightforward. I added the dynamic content email address from the MS Form response, but it fails asking for a number. I need the Create Ticket to come from the user how completed the MS Form does anyone have any thoughts why this is not working or how I could achieve this? Many thanks 

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.

Hello everyone,We would like to understand the recommended procedure for deactivating contacts in Freshdesk.Specifically: Is there a way to deactivate a contact without permanently deleting it? What happens to existing tickets associated with that contact after deactivation? Are there any best practices to ensure reporting and historical data remain unaffected? Is bulk deactivation possible? We want to ensure we follow a clean and compliant process while keeping our historical ticket data intact.Thank you in advance for your guidance.

I noticed that in automations, there are only triggers for tickets. New tickets or tickets updated. I need automations for new and updated contacts. For some reason, Freshdesk does not seem to support this. I cant even get it working on Zapier either. Any thoughts?

Hello, I can aceess https://domain.freshservice.com/api/v2/tickets/{ticket_id}, but I can't access https://domain.freshservice.com/api/v2/tickets/{ticket_id}/csat_response. I get:Failed to retrieve ticket: 403{"code":"access_denied","message":"You are not authorized to perform this action."}The account from which I'm using the API key has all the roles and permissions. Thank you!

I’m newly responsible for maintaining our knowledge base and I’ve noticed several pieces of text that are prone to changing and appear throughout the base. Product names, addresses, phone numbers, so on. It’d be great to be able to set a static variable that can be updated once and automatically change the content everywhere that variable is used. For example, lets say I set {OfficePhone}=555-1212. Everywhere I use {OfficePhone} in the Knowledge Base, it’ll display as 555-1212.  Next week, we change our number to 555-1213. Instead of updating it every page where {OfficePhone} appears, I just change {OfficePhone}=555-1213 and the pages update automatically. Is that possible?