Using Freshdesk

Hello!A following use case example:Contact creates a ticket that comes to Freshdesk and a Contact record is created for the person. After x time period (for example, 6 months) and no other activity (like further tickets have been raised by the Contact), we would be able to hide/encrypt the identifying data from the Contact record (name, email, etc.) for legal reasons. If the contact would send a ticket again after this, the data would be again unhidden. All tickets data from should still be acccessable for reporting purposes, if needed. This would mostly be related to tickets that are “feedbacks” in nature.I understand that deleting a user would mark all upcoming contacts as spam. Is there any way to “just delete”, without marking as spam?Any other ideas on how to potentially approach this sort of a use case?

It often happens that I can see no new tickets in my Freshdesk.  After 10 mins there will be more than 10 tickets, and some of them sent more than an hour ago.  Is there a setting that the inbox refresh much quicker?

Hey everyone,I recently came across Smarter Day Productivity Tools and was curious if anyone here has tried them. I’m always on the lookout for better ways to stay organized, manage tasks, and improve efficiency throughout the day.How does it compare to other productivity apps out there? Does it offer any standout features that make a real difference in workflow? I’d love to hear some real user experiences before giving it a try. Any insights, pros, or cons would be greatly appreciated.Looking forward to your thoughts

Hiwhat’s this news about archived tickets?  Any 'closed' ticket that has been inactive for 120 days will be archived.That means you cannot reopen it anymore, but the worst part is that the agent is not able to see it any more in the views. There’s a new view called “Archive” but it’s an export tool which is not available for the agent. That’s a big issue. I can accept that the ticket is freezed so you cannot modify or reopen it, but it should be available in the view or in the filter view.What do you think?

Experiencing a real headache when trying to merge client contacts under a single company. The company in question utilizes Netsuite custom email sender addresses - so every new ticket a contact creates also creates a new contact in Freshdesk. These are all some long variation of random numbers. So for example, we have a regular contact who often creates tickets - we now have 60+ separate Contact entries for this one individual. Normally, we would just merge these subsequent contact emails under the main contact, but the limitation of 10 email addresses doesn’t allow for this. Is this an issue others have dealt with, and if so, what was your solution? I think the easiest thing to do would be to lift the 10 email maximum per contact restriction, but not sure if FreshDesk is going to do that.

Hello, I’m having trouble trying to suppress the notification that is sent automatically when a ticket is closed. I’d read in the knowledge base that you can close a ticket without sending the email notification by pressing shift + close inside the ticket details page (here: How to close a ticket without sending an email notification to the customer? : Freshdesk Support) but, I did some testings and the notification is always sent. Does someone have any idea of what can we do to use this feature?Thank you!

I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them.  i cannot see anywhere in the settings that seems to support this - can anyone advise?

A user added a “Public Note” with a code block that is almost 16,500 rows, and the only way to see notes/emails below it is to manually scroll through the entire 16,500 rows, because Page Down and End keys don’t work, there is no scrollbar to drag, and I see no way to collapse the note. I tried “Split Ticket,” but it didn’t remove this note from the ticket - only copied it to a new ticket. Is there another way to deal with a note like this so that someone can easily see older emails in the ticket? Thank you!

I'm having issues with Freshdesk support. I submitted a bug report, but the First Line agent does not understand that it's an actual issue and refuses to escalate the case to someone with the necessary technical expertise.It is so incredibly frustrating. Is the freshdesk support really this bad I probably should look for an alternative.

I have replied to a customer on a ticket and the comment no longer shows on the ticket.

We have had an issue on a couple of occasions where an agent will merge a ticket incorrectly, into another companies ticket. Why does Freshdesk allow this to happen? There should either be the option to restrict ticket merging into the same company, or there should be a prompt that says “The ticket you are merging into, does not match the original company name of <insertcompanyname>.” As there is no way to undo a merge, I think there should be additional verification in place to ensure that ticket merging is going into the correct place.The current merge pop-out doesn’t give enough information. Does not mention the company name No company name is displayed here

A few many times we miss out some part of an ongoing conversation with our clients because the Emails land in the SPAM folder in the mail box . Such Emails do not convert to ticket in freshdesk. I even tried forwarding the email in SPAM back to mailbox to which the forwarded Email landed in the Inbox folder of mailbox. Still then no ticket got created. Need help! 

Hi,I cant seem to be able to remove or hide the product field in the ticket form. I’m on the growth plan and i understand products are available in other plans, but I simply want to hide it, using  Can view but results in an error. Which seems like a bug.Anyone find a workaround? Hidefields app doesnt show the field. Thanks 

I created a saved search for All Tickets w/in 24hrs, where i started w/ the All tickets w/in 12 hrs that was already part of the system.  In time, for no reason that i can find, the search I created goes “Poof” and just drops off my saved searches list.  Other searches I’ve created and saved remain, no issues.  Just this one, the All Tickets w/in 24Hrs. 

hido anyone have user guide for accessing Freshdesk for agents step by stepthanks

Heyy Folks!Struggling to decide between a Chatbot and an Agent Assistance Bot for your customer service? Join us for a 60-minute virtual session where our Subject Matter Expert, Neil Dutta will break down the differences, key use cases, and when to use each of it for maximum impact. Here’s the registration link -  Direct Joining link if you haven’t received the Zoom invite. 👇 https://freshworks.zoom.us/webinar/register/WN_SrBev2SdSqeqoZ8MyQ_JhA Please ping me on this thread in case you face any issues with the joining link. Happy to assist.

Heya everyone,as the title describes I’m encountering errors when I try submitting a ticket on both the embedded form and the portal itself. I’ve looked it up and it appears as if this is resolved on a case to case basis.Portal URL: https://3001.freshdesk.comEmbedded form: https://dev.3001.host/contact Hope this can get fixed

Hello Community :)  A new fixed column appeared this lunchtime on the ticket list.Unfortunately, I do not want this column to be fixed. Indeed, it has no added value in my processI want the same features as before this update. Thank you for reading 

I tried to configure it with Captcha and without. Nothing helped. Any solution?URL is: https://wonderkindhelp.freshdesk.com  

Hello! I need to use pagination to get all open tickets from freshdesk, but it’s not working as expected when i try to use “per_page”:api/v2/search/tickets?query="status:2" works fine, but don’t retrieve all results If i use the “page” parameter, it work fine too. api/v2/search/tickets?query="status:2"&page=2 But if i try to use “per_page” parameter it doesn’t work. api/v2/search/tickets?query="status:2"&per_page=2 Can someone help me figuring out what i’m missing? Thanks  

Hello Everyone, I’m following this solved thread but still in search best solution.I need to add a disclaimer below the solutions. A link would also be fine, but I would prefer to have the text directly on the same page.Please note that the request is not about removing the footer (with the credits to Freshdesk). I just need to add additional text.Thanks in AdvanceRegards: Zaina 

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> 

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?