Using Freshdesk

Estamos recebendo diversos relatos de clientes informando que usuários com permissão para visualizar todos os tickets da empresa não estão conseguindo acessar esses tickets, que antes conseguiam. Poderiam nos ajudar a resolver essa questão, por favor?

I’m trying to create automation that displays reports on users that are offboarding.All of my lists and table end up as nearly unreadable single strings.  I’ve tried using web requests that return json and scripts in PowerShell orchestration .. the result is that the results are always printed as single strings:examples:[{"Person":"dhendricks","DeviceName":"tl2612"},{"Person":"a-dhendricks","DeviceName":"tl2612"},{"Person":"dhendricks","DeviceName":"tl-5cg235073f"}]Person DeviceName ------ ---------- dhendricks tl2612 a-dhendricks tl2612 dhendricks tl-5cg235073fNever anything nice and readable, in spite of all of PowerShell’s functions, such as:Person       DeviceName   ------       ----------   dhendricks   tl2612       a-dhendricks tl2612       dhendricks   tl-5cg235073f I think something about the orchestration app or the create note node keeps removing any newlines that I put in.Does anyone know what is happening and/or how to fix it?

Hi Freshwork community.I am setting up SSO using JWT with Freshdesk (by setting Customer Portal). I implemented successfully but when my customers login. I see their email instead of their name. It is really tough to me when I want to know who they are.I hope to receive your answer soon. Best regards,

It would be good if you had the ability to filter themes by free/premium. It was a pain to click through every theme only to find out majority of them had a cost associated. At a minimum at least provide a list of the free ones, which is only about 4 themes. 

Moose Purple is a modern-looking and maintenance-friendly theme for the Freshdesk support portal. It is based on excellent customer experience (CX) and the latest design trends. Flawless performance and easy maintenance This Freshdesk support portal template has a clean code that is easy to read, maintain, and modify for other developers. It will provide your customers with an enjoyable and hassle-free experience because it has been tested thoroughly. You may check the theme on any device and make sure its performance is flawless. Consistent colors and good contrast for super easy readingMoose Purple features a few color schemes that follow the design standards. All visual elements are consistent and make content super easy to read and scan. So the theme will leave a professional impression on your users, no matter whether they are meticulous designers or football fans. Extended opportunities for a bespoke Freshdesk support portalYou can brand and customize this Freshdesk theme yoursel

Frio theme for Freshdesk has a clean, standard support center look without additional design elements. Thus it's super easy to customize. It's possible to create a unique customer portal without having to remove and rebuild unnecessary design peculiarities. This Freshdesk theme saves you time and money. Professional-looking designFrio Green features a prominent header and a large image as a hero unit. The search bar is located in the center of the homepage, and it's easy to spot. The homepage has custom blocks with links to important support center pages. You can also change the number of blocks to meet your needs. Frio theme offers various homepage layouts that fit Freshdesk support centers with a different structure. You can see the options in the template demo. Redesigned inner pagesAll pages were redesigned to provide an excellent user experience. You can make content in the support center more attractive and easier to read with formatting components that are included in each templ

In Freshworks, you have the ability to add tags to project tasks. The problem is there is no way to display these tags on the cards in the board view. It looks like the only thing you can do with tags is apply them to a filter. Has anyone had experience with this? Can you add the Tags to the Card view? In the customize Card area Tag is not an option that we can currently see. I am new to Fresh and am scouring the knowledge base and communities to better inform myself and to implement solutions for our folks in the office. Thank you!

Hi how can I view all the tags that are in our freshdesk?

Hello.I’m wondering if there is any way to add a navigation menu to our knowledge base. When reading an article, the left pane shows “Related Articles” but if we wanted them to be read and followed in a specific order, it’d be much more helpful to have the entire Solution tree as something that can be made expandable. Sounds like basic functionality, but I can’t find how to make it work.Something like:Category A Folder 1 (expandable) Folder 2 (expandable) Folder 3 (expandable) Category B Folder 1 (expandable) Folder 2 (expandable) Category C Folder 1 (expandable) There wouldn’t be a need to always go back home. I know we can directly link from one article to another but that’s not what I’m looking for. Any help will be appreciated.Thank you.

Hi all If I am sending a new Mail via the “new email” button it creates a ticket. However if the customer replies to this newly sent email it creates a new ticket and doesnt show the reply in the original ticket where I created the message. I would expect the reply to be created as a thread with in the original mail ticket. What can I do to create the new reply in the old thread?Thanks and best regardsBen 

Hi,How can I retrieve data from Freshdesk via API for the date range from January 1, 2024 and for the specific group, to the current date?Thank you,Tin

Hello,I have a problem. I’m doing a redesign of the Freshdesk user portal based on the MINT theme. The old code to display tickets is as follows: “<section class="ticket-page">  <div class="container">    <div class="ticket-toolbar pull-right">      <a href="{{ portal.ticket_export_url }}" data-target="#export-modal"          id="ticket-export-button" rel="freshdialog" class="d-hide"          data-submit-label="{% translate portal.tickets.submit_export %}"          title="{% translate portal.tickets.export_ticket_data %}">        {% translate portal.tickets.export %}      </a>    </div>    <div id="ticket-filter-container">      {% snippet ticket_filters %}    </div>    {% snippet ticket_list %}  </div></section>” When I copy and paste in the redesign of this part, the list of tickets is displayed well but the snippet of the filters appears but does not work. (Click in the void) Why ?  

as said in the title,The hook url that was generated for me was baseurl//event/hook/freshdesk for example.How do external events work then, is this hook tied to the space or to the each installation?will it fire 35 times if 35 agents use the app?

Idea:I propose adding a functionality to allow users to change the email address where webhook failure notifications are sent.Reasoning:Currently, webhook failure notifications are sent to the account holder's email by default. However, in many cases, the account holder is not actively involved in monitoring or managing technical issues. They often do not interact with our ticketing system, leaving webhook failures unnoticed or delayed in resolution.Solution:Introduce an option within the system settingsCustomize the notification email to a preferred address, such as a system administrator or IT team email. Ensure that these changes can be easily updated by authorized users.Benefits:Faster detection and resolution of webhook failures. Ensures notifications reach the correct technical personnel. Improves system reliability and customer satisfaction.I believe this feature will add value for customers with dedicated technical teams managing integrations and reduce unnecessary involvement

Is there any way an agent can check the recent actions or possibility for them to search the tickets which are not assigned to them anymore but they added a note or handled the ticket in its life cycle?

Hello,We use Freshdesk server to send mails but we regularly get undelivery notification to some providers. DKIM and SPF are correctly set up, but recipient’s provider nevertheless rate our email as spam.Can somebody who already went through such issue share about how they fixed it?Thank you

Hi, When will it be possible for Freshdesk to automatically translate the articles from the knowledge base into different languages? There is already a tool that I find “Lingpad” which translates this into Freshdesk for a lot of money.

We want to modify Customer Portal in Freshdesk but when we try to bring the snippet ticket_list on Portal Home page, it gives Liquid error. Adding snippet new_ticket_form works.  Also, how do we customize the new_ticket_Form, we want to change the dropdowns to card view.

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us.Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights.  Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it.How do we get a new version of reCaptcha on our support form?  One like this?  

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.   

Hi, is there a way to completely control what related articles will show under/next to an article on the knowledge base?I want to have the ability to have complete control over this - and each article should have different “Related articles”

Once a ticket has been added to freshservice from freshdesk thread integration , then we are unable to merge two tickets in freshdesk with freshservice threads. Is there any solution for same 

Hi there,Please fix these two main problems:The text field, when creating a thread is way to small I can not create a thread without forwarding the ticket. Please implement the option to create a thread in the ticket to text other mail adresses without forwarding the ticket.

We currently house our knowledge articles in Google Docs.  Is there an integration with FreshDesk knowledge base.  We want to keep our articles in Google Docs, but would like to implement FreshDesk’s knowledge base.