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Using Freshdesk

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CX and Customer Support

4798 Posts

NNUH NickCommunity Debut

asked in Automations and Workflows

Service Catalogue - Custom Fields

Good day, I have a template with a lot of custom fields in, some of which I would like to have the data replicated in an email as part of an associated workflow. Could someone please explain to me how this is achieved as there doesn't appear to be any logical way of doing this. Thank you.

cristiansioneApprentice

asked in Automations and Workflows

Google Drive Orch

Hello, I am trying to use Google Drive orch, but when testing, for example, to see the permissions of a file, the response is always "Illegal base64 character 5c" Does it work well for anyone?

niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Win with Marketplace: Explore the Latest App Recommendations

In today's fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer support across multiple channels. Streamlining communication and enhancing productivity is key, and one way to achieve this is through the use of marketplace apps. Join us as we delve into this month’s blog to explore the latest app recommendations. Whatsapp (Early Access)Integrating business numbers into Freshdesk has never been easier. The Whatsapp (Early Access) app seamlessly converts all one-on-one WhatsApp conversations, including images, GIFs, and more, into tickets within Freshdesk. InstagramManaging Instagram comments directly within Freshdesk has never been more convenient. This marketplace app allows you to filter and respond to comments right from Freshdesk, streamlining your social media management process. Moreover, agents can create separate tickets from specific comments, assign them to different team members, and collaborate effectively to deliv

ogmaContributor

asked in How do I....?

Why did these buttons move

The buttons should be above (where the arrow is) but now they have moved and are covering up my contact edit button, how can I fix this?

jav.hussain2001Apprentice

asked in Automations and Workflows

Need Help With Workflow to auto send an email based on answers from the form

We have the below form to order a mobile phone but would like to set up a workflow where if they answer no to the circled questions it will send them an email with information about 8x8 instead. Within the workflow builder I cannot find any placeholders where I can create a condition that checks the answers of the circled questions in the form below. Any help/guidance would be greatly appreciated 😊

edward.kimSkilled Expert

asked in Automations and Workflows

Added two fields (Dropdown) for Major Incident type but i cannot find these fields in Analytics

Hello, Under Field Manager → Type (Major incident), I added two ‘Dropdown’ fields Now, I am looking to pull up these fields in Analytics → a report but they won’t appear… Is there a way to see this or is this limitation in FS?

bositof23Community Debut

asked in How do I....?

New Employee Onboarding

Hi our company is currently using the onboarding users in the portal page my manager has a requirement that if the person being hired is from Finance or Accounts department then the additional dropdown field will enable and vice versa. We also use workflow for onboarding, how will you fix this one? Expressions or condition on work flow? Thanks

Shadab MukriApprentice

asked in How do I....?

Unable to send email from custom mailbox

Our emails are not reaching to the clients since today morning, we changed the custom mailbox password as well but still facing the issue

simmondsjonTop Contributor

asked in How do I....?

How do I limit agents to specific companies?

Hi, I have about 40 agents on our Freshdesk system.We have about 120 different Companies for which we answer tickets for.Can I limit access to certain customers for specific agents? The only way I can see this can be done is by creating 120 groups.Thanks. Jon

Abd56ullahApprentice

asked in How do I....?

How to Integrate Freshworks CRM with Other Business Tools?

Our company recently adopted Freshworks CRM to manage customer relationships and sales processes. However, we also use various other business tools like email marketing platforms, accounting software, and project management apps. To enhance efficiency and ensure seamless data flow across these platforms, I need to integrate Freshworks CRM with these tools. I'm looking for guidance on the best integration methods, potential challenges, and how to troubleshoot common issues that might arise during the integration process. Additionally, I want to understand the benefits of these integrations and any specific APIs or connectors that are recommended for this purpose.

bleeuwenApprentice

asked in Apps and Marketplace Integrations

MS teams - Orch not working for guests

We have an automator which can add users to Microsoft Teams. Recently this automator stopped working for adding guest users to a teams environment. For normal users the automator succeeds, but as soon as an azure guest user is requested, the flow stops working during the add member to team action.The output of the ‘MS teams -orch’/ ‘Add Member To team’ is Can not find anything in logging on the Azure side, off course the team_id and user_id are correct and the guest user is active. I would appreciate any help pointing me to the right direction,

CalinCociubeiApprentice

asked in Apps and Marketplace Integrations

Widget not displaying properly.

The widget is not showing the attachment box and the Captcha section. Also the button text isn’t saying the correct text.This is the Not OK version: This is how the widged should look according to the sample.This is the embeded code for it:<script> window.fwSettings={ 'widget_id':201000001499 }; !function(){if("function"!=typeof window.FreshworksWidget){var n=function(){n.q.push(arguments)};n.q=[],window.FreshworksWidget=n}}()</script><script type='text/javascript' src='https://euc-widget.freshworks.com/widgets/201000001499.js' async defer></script>

AmelCommunity Debut

asked in Contacts & Companies

Filter contact based on the business sector

How can I filter contact based on the business sector of their compagny ?

Emilyb24Apprentice

asked in Apps and Marketplace Integrations

Freshdesk Integration with Salesforce Failing

We've been relying on the Freshdesk integration with Salesforce to streamline our workflow, but it's suddenly stopped working. Ticket updates are not syncing, and we're unable to access Salesforce data within Freshdesk. This is causing major disruptions to our support operations. Has anyone else encountered this issue recently? Are there any known fixes or workarounds? We urgently need to resolve this to avoid further impact on our customer service.

MarinaMCommunity Debut

asked in How do I....?

Can't Receive Activation Email

We’ve tried sending the activation email multiple times to our new user and it doesn’t go through and there doesn’t seem to be any way around this

Michelle GreenSkilled Expert

asked in How do I....?

How do you Archive Contacts & Companies?

We have a lot of companies that are no longer with us and contacts that are no longer with the companies. We dont want to delete them as we require the history.Currently we put a ‘z’ in front of the company name or client name, however when searching these listings come up so not really efficient.Are we able to archive these companies/contacts it would make things a lot easier.

stanislaw86Community Debut

asked in Analytics, Reports & Dashboards

Number of group changes - how to track?

Hi! When exporting tickets to csv/excel I’d like to check how many times particular ticket was re-assigned between different groups. Is there any way to retrieve this metric?Cheers!

niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Marketplace Navigator: Unleashing Seamless Data Sync & Migration with Freshdesk Marketplace Apps

In the dynamic landscape of customer support, seamlessly transferring and synchronizing crucial data is the key to creating a cohesive ecosystem of information. We offer a range of apps on Freshworks Marketplace that seamlessly integrate with Freshdesk and empower businesses to achieve just that. In this month's edition of the Marketplace Navigator series, we will explore Freshworks marketplace data sync & migration apps that elevate support operations and streamline information flow. Shopify This marketplace integration enables a seamless connection between Shopify stores and Freshdesk by retrieving customer information, recent order information, payment status, and more. Agents can also initiate order modifications, enable full or partial refunds, exclude shipping charges, and more without having to switch between two screens. Streamline support processes and eliminate repetitive tasks by integrating Shopify data directly into Freshdesk. Asana ConnectThe Asana Connect integration

elinamarkApprentice

posted in FreshThemes Gallery

IDEA: Short cut codes while editing to display an image of a keyboard key

Here is an idea suggestion. I am forever telling students and teachers what key sctrokes to press for a particular command or menu. It would be helpful if there were short codes I could insert while editing a response or creating an FAQ that would allow me display keybord keys as small images or icons inline with my text.I was thinking something like this, I type this text in Freshdesk 1. <kbd>Alt</kbd> + <kbd>Esc</kbd> Switches to the next open window And the user sees this in the KB article, FAQ, or response via the web portalYou could even have a key combo like CTRL-K tht would insert <kbd></kbd> and then all I have to do is put the text in to appear on the key cap.

NeverNotWorking24.7.365Apprentice

asked in How do I....?

Defeating the default Requester field - How do I ONLY have a Requester Lookup?

I don’t like how a user can mistype the default email address and create new/potentially invalid requester records. I want that to be a lookup over requesters. In what way can we bypass the default behavior? Other areas allow user lookups with the type ahead/search control.

AlexHanKMApprentice

asked in How do I....?

Notifications to agents on responses with Freddy "Thank You" detector

Hello!I posted this message already as response to another post but I fear that it will not get the necessary attention there, so I relaunch it as a separate question. Following the instructions from here:https://support.freshdesk.com/en/support/solutions/articles/50000000040-setting-up-the-thank-you-detectoragents will get a notification for a ticket response/added notes for> already open tickets (tickets not closed or resolved)> closed/resolved tickets that Freddy assumes are not a “Thank You” message.I understand that the first property is set so the agent can see & decide if a ticket answer is a “Thank You” message or not and Freddy can learn from tickets closed without further answer that these might be in fact “Thank You” messages. There are just 2 points/questions I have:We already have the email notifications (“requester replies to ticket” and “note added to ticket”) activated unter the category “workflows”. Isn’t that a double feature then? Don’t we get two notificat

maloktSkilled Expert

asked in How do I....?

Service Catalog Radio Button

Is there a way to add a radio button where a YES or NO is required? It doesn’t seem like the dropdown box can force a YES or NO answer, without defaulting to one or the other, which we don’t want to do. We need it to be blank, but require YES or NO, like a standard radio button.

AryeApprentice

asked in Apps and Marketplace Integrations

The Expiration Reminder for Freshdesk application

Does the Expiration Reminder for Freshdesk application still work with freshdesk?I tried to install it, but all the explanatory pages provided in the marketplace no longer exist,What's more, it says that the app is free, although on their website I see that it is paid

TPniceCommunity Debut

asked in Portals, Emails & Other Channels

Threads Discussion - Parts of the text get lost

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

Soporte Group HRApprentice

asked in How do I....?

I can't see completely "Plans & Billing"

Dear Team,I am currently trying to access the Plans and Billing section, but I only get a box without much information. I need your support to know the steps or what is the reason for this.I need to have these accesses as soon as possible because we are making a record of our services with all the current information, such as: service time, invoices, type of subscriptions, etc. This is my FreshDesk I can only see this: Admin > Account > Plans & Billing

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