Using Freshdesk

I'm trying to set up an automation in Freshdesk that sends follow-up emails to customers based on the ticket status (e.g., when it's in "Pending" or "Waiting on Customer").Has anyone successfully implemented this? I’d love to see your automation rule examples or best practices for managing this kind of workflow efficiently.Also, any tips on avoiding duplicate follow-ups would be great!Thanks in advance

We have:Event based for Tickets: 40Scheduled for Tickets: 5Event based for Tasks: 6Scheduled for Tasks: 2

Hello, Our FreshService is interfaced with other software that sends responses or notes and can change the status of tickets using the API. To do this I created an API Key from my profile and provided it to our service provider.The problem is that all the actions carried out on the API appear in the interface in my name, whereas they are carried out in the other software. So I have two questions:Is it possible to have an API Key that isn't linked to a user account?If not, how can I ensure that it's not my name but the name of the other software that appears on the actions carried out by it via the API? Thank youHave a nice day

Hi,  I would like to be able to control different access for differents clients we haveHow can I do that? For exemple, when someone from the Y company wants to creat a ticket, he should be able to choose his name in a list which will be only accessible to this company. Is it possible? Many thanks for your help Kind regards, Lauriane

Hello, I am trying to search for tickets where a specific field is not empty or null. How do you express the NOT operator within a filter? For example, find all tickets where a custom field is not null? I have tried the following format ?query="cf_csat:!null""

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code.Is there a setting in Freshdesk that I can turn off to prevent the code being appended?Thanks in advance for any assistance. 

 I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively. 

Hello! I would appreciate it if anyone can help. Followed instructions to install Intune app but I get this error:It asks for Azure Client ID and Azure Secret Name. I am assuming I need to create a registered app in EntraID? If so, I have done that and tried Client ID and secret ID but that didn’t work.

Hi, i want to search tickets on basis of Title or Description with the help of API.So far i can get all the tickets or a specific ticket using this "/api/v2/tickets/" but i would like to know if there is a way to filter/search using a specific key word with the API.Something like this "/search/tickets?term=bug" or /search/tickets?query=bugThank you

In Threads Discussion you can send messages with the key combination CTRL+Enter instead of the “Send” button.However, if you use the key combination, it often happens that only part of the written text is sent and not the complete text. The other part of the text is lost and cannot be called up again.What could be the cause of this error or how can we avoid it?Thanks

I’m having the issue where the boxes we have on our frontpagehttps://support.aurocon.io/en/support/homeIsn’t working, the first two Getting Started and Video Tutorials, stays in English, when you click on them, even if we have the site langauge in Spanish, they go back to the URL of the English version.However further down on the image, we do have the boxes in the orange area, where those are working just fine.I cannot see to fix the coding issue, can someone assist?Attached in the .txt file are our current coding from the portal home, in the theme files. 

How can I download or get the attachments of a thread message by using API? The following endpoints return the attachment ids of the attachments in the thread but do not return a download link for the attachmentshttps://developers.freshdesk.com/api/#get_message_for_thread https://developers.freshdesk.com/api/#create_a_thread Thanks

Hey everyone,I just got my first microcontroller and I’m excited to start learning! I have some basic coding experience but have never worked with Arduino Uno before. I’d love some advice on a good beginner project to get familiar with the board and its capabilities. What are some fun and easy projects to start with? Also, any tips on essential components I should buy (LEDs, sensors, etc.)?Would appreciate any guidance or links to beginner-friendly tutorials.Looking forward to your suggestions.

Currently we are using a supervisor rule which sends an email notification to a requester if they do not respond after five business days, it was created using the recommended method as below;  The issue is sometimes, usually over weekends, users get caught inbetween the hours since agent responded due to it being based on Business hours.The scenario is Friday 17:00 (no longer in business hours) comes and the hours since an agent responded is at 38For the supervisor role above the conditions are met, as its between 37.8 and 38.9, therefore the automation takes action, send an email to the requester.However because we are no longer in business hours the hours since an agent responded is still at 38, and will be until Monday 09:00This results in an email reminder being sent out every hour that the rule is ran.Is there anyway to prevent this other than setting the rule to work on calendar hours? 

Since around 06:45am GTM I have been unable to access tickets or https://support.freshdesk.com/. On the (very rare) occasion that it opens and populates, I can’t open or change the status of any tickets. I have tried multiple DNS servers, including 8.8.8.84.4.4.41.1.1.1208.67.222.222Automatic from ISP I’ve flushed DNS and done a full system restart after each change, but to no avail. A tracert to https://support.freshdesk.com/ results in the following: Tracing route to cf-routing.freshdesk.com [162.159.140.147]over a maximum of 30 hops:  1    <1 ms    <1 ms    <1 ms  [removed]  2     *        *        *     Request timed out.  3    12 ms    38 ms     3 ms  uo5-cust.coolideas.co.za [removed]  4    <1 ms    <1 ms    <1 ms  u30p-cust.coolideas.co.za [154.0.15.73]  5     1 ms    <1 ms    <1 ms  u23-cust.coolideas.co.za [154.0.0.75]  6     1 ms    <1 ms    <1 ms  ux-cust.coolideas.co.za [154.0.0.33]  7     6 ms     6 ms     6 ms  cloudflare.ixp.joburg [196.60.8

Hello,  I was wondering if anyone has an elegant solution to automatically update a picklist field (territory) based on another free text field (country) For Example. If Country = USA, United States, Canada Update Territory to North America  I know I can do this via a workflow, but due to the number of countries and territories, it will become 8+ workflows.  The Territory values i’m looking to automate are below.  Cheers. Northern EuropeAland Islands, Denmark, Estonia, Faroe Islands, Finland, Guernsey, Iceland, Ireland, Isle of Man, Jersey, Latvia, Lithuania, Norway, Sark, Svalbard and Jan Mayen, Sweden, United Kingdom, UK, Scotland, Wales Southern EuropeAlbania, Andorra, Bosnia and Herzegovina, Croatia, Gibraltar, Greece, Italy, Republic of Macedonia, Macedonia, Malta, Montenegro, Portugal, San Marino, Serbia, Slovenia, Spain, Vatican City Western EuropeAustria, Belgium, France, Germany, Liechtenstein, Luxembourg, Monaco, Netherlands, Switzerland Eastern EuropeBelarus, Bulgaria, Czech

We have a repeat issue where the agents availability has been changed to unavailable, meaning tickets aren’t being assigned to them via the round robin assignment.Has anyone seen this before - the agents are adamant that they’re not changing the status themselves.

Hey everyone,Is there a way to implement the search function in the header? It’s the placeholder,                     {{ portal | search_element: search_text }} that I want to use, but if I make any css changes to it, then It will change the one on the front page as well. Then I would need to do something like making it a div-class with a custom name, and then add the search, but the css styling is so bad.Is there a way to achieve a search bar in the header? Image 1, is how it looks now (No search in header)  Image 2, is somewhat how I want it to be, so that on every single page, you can search from the header/menu 

Hello everyone.I need help solving a problem we are having in Brazil.We currently have several support emails within Freshdesk and when a client of mine sends us an email and puts more than one TO: in the response within Freshdesk, it deletes the other TO and only considers the first one.Has anyone had this problem and managed to find a solution?

I get blank emails when i close tickets. I went and disable the email requestor notification after ticket is closed but still getting the blank emails. Its very weird get “ticket number:735427” in the emails with a blank subject.

Hi, I have a customer in freshdesk who has two different projects. I wonder if I can have two different projects, alternative companies, on the same cuntomer with same email-address? If this doesn't work, what tips do you have for separating the cases under the company?

Buen día,Tengo problemas de conexión con mis cuentas de Freshdesk y Freshchat. No consigo que funcionen correctamente ni sincronizar mis contactos.Ya me he puesto en contacto con otro soporte, pero ninguna de las soluciones ofrecidas ha sido funcional.Quedo atento a vuestro apoyo.Atentamente.

While PDF export is available per the export is pretty awkward. Images often break and fail to render, formatting is inconsistent or removed, seemingly at random. Additionally, like a typical webpage, you get header/footer information that is not configurable.My recommendation is:A UI for configuration of the PDF export (either end-user or admin) Export to respect formatting Export to actually embed images appropriately

I would like the customer to be emailed if the ticket status is changed. I can achieve this if an Agent changes the status, but I can’t see an option to do this if the System changes the Status.  The System changes are limited to mail or overdue events.  

I am trying to create a webhook to set the subject line of tickets raised via the Freshdesk portal. I have read and followed the instructions from various Freshworks pages and community articles, and no matter what I do, I cannot get this webhook to work!I can see that the automation has run on all of the test tickets that I have raised - but the subject lines aren’t actually changing! Is anyone able to help with what I am doing wrong? Please note that in the screenshots below I have replaced the URL and API key with placeholders for security reasons, but rest assured that these are entered correctly in the automation!