Using Freshdesk

Documentation department is making user docs with images, formatting and most importantly links. I’ve tried every way I could think of to publish a new article with the same exact format / layout and I’m losing the functionality of the original document. I’m sure I’m missing something.How can I publish the user docs exactly as they would be in the original Word doc?

Does anyone here experience this issue. See attached screenshot,  

Hi, I wanted to format solution articles to look better and be easier to read etc. I found the following as two examples in current articles from freshdesk.Can you help by sharing any others or point me to where some might be?Many thanks in advance.Trevor.. <div class="single-article-content article-body">        <pre class="fd-callout fd-callout--note" dir="ltr">We have recently refreshed our branding across our offerings and changed the names of our pricing plans. If you have signed up before Aug 9, 2021, please click <strong>Previous plans</strong> to view your applicable plans.<br>We assure you that this change will not impact your product experience, and no action is required on your part.</pre>  <pre class="fd-callout fd-callout--info" dir="ltr">This feature is available on-demand currently. Please write to <a href="mailto:support@freshdesk.com">support@freshdesk.com</a> to get it enabled for your account.</pre><p>

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

As pointed out by other customers, such as , the ability to convert an Agent to Collaborator or Collaborator to Agent is a glaring gap that was missedThe current advisory to first delete the agent and then make them a collaborator is flawed as it creates a situation that this users tickets are unallocated incorrectly, they are still within the company and did work on these items.Totally get the need to restrict collaborators from being asssigned on tickets going forward, but there are valid use cases for them to remain on historic ticketsSUB FORUM SELECTED IS INCORRECT BUT THERE IS NONE MORE ACCURATE

Hello,I am having trouble retrieving historical ticket data, we have a lot of tickets that need to be retrieved for the whole 2024, but i am stuck in how to retrieve all of them. I have tried filtering and also using a “target_date” and a descending order from the latest ticket to the target date but i always get an error (mostly from reaching over the 300 pagination limit). I am trying this in python, can anyone help me on how to build a proper request for this? Thanks

I had posted about this in the ideas section and as there has been no action, thought I’d post here too.The descriptive wording for the “Submit a ticket” box on the customer portal site is horrible and should be changed ASAP.Currently says:“Describe your issue by filling up the support ticket form”Better wording would be:“Describe your issues when completing the support ticket form” An even better option would be to give permission for admins to insert their own wording. I know that one can fix this on their own if they have the Pro or Enterprise editions of FreshDesk, but it doesn’t make sense for me to pay a couple thousand more a year, just to fix poor grammar.

Since January 30th, we have been experiencing slowdowns and bugs in the document creation functionality. The save document button becomes inactive. Images take time to load. There are many visual bugs after publishing documentation, an example it’s images that lose responsiveness. When I create a table and click on it to write, it returns me to the beginning of the document.

I need a little bit of help.I’m trying to create a simple automation, Ticket Raised ==> Check Condition ==> Trigger webhook to update the same raised ticket.But I can’t make it work with placeholders on the callback URL:If I fix a ticket to the url, i.e.: https://xyz.freshservice.com/api/v2/tickets/74168 it works but when I use a placeholder to use the ticket id from the first step  https://xyz.freshservice.com/api/v2/tickets/{{ticket.id}} then it fails!Not sure why, because no information is available in the log.Do I need to declare a variable form the incoming data and then put that variable in the call back url?Many thanks,   

Hi Freshworks Community,I’d like to start a discussion on how we can leverage the Freshworks suite of tools to enhance our website’s performance and user experience. Our websites are often the first point of contact for customers, so it’s crucial to ensure they are optimized and efficient.Let’s share our strategies, experiences, and best practices on the following:Website Analytics with Freshmarketer: How do you use Freshmarketer to track website performance and user behavior? Any tips on setting up effective A/B tests for my site https://ehsaaswebportal.pk/ ? visit if you have to. Live Chat Integration with Freshchat: What are your best practices for integrating Freshchat into your website to provide real-time support and improve customer engagement? Managing Website-related Tickets in Freshdesk: How do you efficiently handle and prioritize website-related support tickets in Freshdesk? SEO and Content Optimization: How do you ensure your website content is optimized for search engines

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:postmaster@outlook.comYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. For more information please go to http://go.microsoft.com/fwlink/?LinkId=526653 AS(8561) [ME3P282MB1553.AUSP282.PROD.OUTLOOK.COM]'Original message headers:Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458%5]) with mapi id 15.20.51

Hi all, I am new to Freshdesk and I want to use our extisting customer accounts (from the database of our company’s website). I want our customers to be able to create tickets on the freshdesk customer portal via their existing accounts created our company’s website. I can see that there is an import option using csv files, but I need an option to migrate passwords too.In the long run I need a solution where our customers need to register only one account for using our services and a support desk service too.Does anyone have any ideas? Thanks,Gabor

Hi everyoneI’m looking to set up SLAs in Freshdesk for different ticket types and priorities. Can anyone walk me through the process, or share best practices for configuring SLAs based on customer support tiers?Thanks!

Does anyone know how to find the real estate in the theme files that controls the default “New Support Ticket” and “Review Tickets” buttons?I can’t seem to find a way to affect those buttons in the HTML files or in the style sheet.

Hello everyone,We use Freshdesk as our intranet.We’ve been asked to investigate how we could set view permissions at a category or folder level for solutions for logged-in users.We have a new group of users potentially joining that should only be able to view a specific category.I can see that you can group agents, but is it possible to group logged-in users and assign them permissions?Please do shout if I’ve not explained this clearly enough - grateful for any pointers - thanks, Casey

Hi, There is a problem to create tickets :We are sorry. You have been restricted from accessing this helpdesk page.https://proginelectricite.freshdesk.com/Can you please help fix it ?Best,Flo

 Overview...We create many how-to type videos to help our customers use our products. Our videos are larger than the maximum 20GB that can be uploaded into FreshDesk solutions pages. To overcome this, we host our videos elsewhere and and provide a link to the videos in the solutions pages. What we Need...We need visibility of who is viewing the videos.  Ideally via their Fresh Desk Logins. Currently the only information FreshDesk provide is “viewer count” We need to identify the viewer and how often they view the the videos. I would love to hear any ideas or suggestions. Thanks 

Hello, I wanted to know if it will be possible in the future to have the possibility to send the automatic response only when a customer create a ticket, not an agent. Thanks !

I have just started to use this and find it very basic in its functionality eg there is no format paste.  Also just copying a document from Word looses a lot of the formatting and section numbering etc. which means a lot of work to add documents to the solutions portal.Is there any way a decent third party text editor can be used or as an alternative convert docs from Word correctly without requiring a lot of rework? 

I’ve been using Freshdesk now for 18 months and it’s great. We’re really seeing the benefits and starting to onboard more clients and products.  However, with expanding this is now throwing up some problems as the products differ.  For example I have two products, Product 1 where I want customers to sign up to the portal and have multiple interactions. Product 2, I want the customer to share information one a singular transaction and nothing more.  The problem stems from the activation email, it will email both customers after 5 minutes and invite them to sign up.Product 1 has a need for this activation email, Product 2 does not and this creates confusion. If we could skip activation email via the automations (like we skip notification email) this will help solve my problem. 

We have 2 different departments using freshdesk. We do this by making them 2 different groups, each with a different email address to create the tickets.  Staff in each group only see their own, and a few staff who are in both see both, it is super handy and we love it!Unfortunately, we can only set one requestor notification for our account.Is the recommendation to simply use Automations and make one that gets triggered when one group gets an email, and make a different one when another group gets an email?

Hi, we recently have a joint customer account in FreshDesk who now want to go their separate ways. Even though the mobile number has been deleted from the contact to create a new account for the other customer, any calls and text are still creating and logging under the previous joint account. We’re aware we can completely delete the contacts to start from scratch but we don’t want to loose previous tickets/communications with the customers. Is there a possibility to have a function allowing us to unmerge customers or tickets please?

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

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.

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