Using Freshdesk

The 'Insert Placeholders' button is missing from some Email notifications. For example 'User Activation Email'. 'Password Reset Email' etc.

Currently, when a ticket is submitted, a default message pops up at the top of the page that states: "Your ticket has been created and a copy has been sent to you via email." Can we modify that message?

When a customer sends us a support email it is actually sent to a distribution list which includes our freshdesk email and several other people. Often times one of the people on the distribution list will "reply to all" and send a response to everyone on the list, including freshdesk. As you can imagine this creates a new ticket for every response which is painful to maintain. Is there a way to identify certain people or domains that can be prevented from creating new tickets in Freshdesk? I would still like them to be able to respond / update a ticket by replying to the correct email. 

How do we bulk merge multiple tickets at once? For example, one clients sends 5-8 emails with 6 photos each (due to his email limitations) and we need to bulk merge instead of one by one.

We've consistently noticed an issue with tickets submitted via email and containing cc'd recipients. If a customer submits a ticket via email and cc's someone using a specific email format, replying from within Freshdesk will create two separate cc'd recipients.How to reproduce:Send a message to your Freshdesk monitored mailbox and enter the following text into the cc box:"User, Test" <user@domain.com>Hit the "Reply" button from within Freshdesk.--> You'll see two recipients in the cc box.I've attached a screenshot.

Hi,One customer continues to ask the same questions over and over. In some cases I repeatedly close a ticket and tell them to stop writing about the same issue.Is there a means to stop this 1 customer from re-opening their tickets?  Or block them from submitting any new tickets?If they submitted something new that is legitimate I'd like to be able to support them, but if they submit the same question again, I'd like to merge it with the closed ticket and stop engaging with the customer.Thanks for any suggestions!(note - first time posting here and not seeing an appropriate forum topic - please let me know if i'm not in the correct place)

Hello,In Ticket->Export csv file there is "Ticket resolution time" and "Ticket close time" but I can't find  "Ticket first response time". It's needed to analyze in how many cases you exceeded "First respond" SLA.Is it possible to export it somehow or it's not aviliable at the moment?If not - will it be added?     Regards,Lukasz

Hello all,just corrected my own 'mistake':I was sending notification e-mails with ticket ID in the subject without brackets []:ID #8instead of ID [#8](BTW, not essential to have a dash - in front of "ID")Apparently, the hash # is not enough to identify the ID, so the brackets [ ] must always be in the subject.If not, if the customer replies to the e-mail (i.e. not having brackets in the e-mail subject either), the system will interpret this as a new ticket, with a new ID, instead of a sibling of the existing ticket & ticket ID.

I have noticed that when we use Freshdesk for an internal ticket we miss out on email notifications of replies. In these cases, the requester who raises the ticket is also an agent (eg someone within the company is raising a request for someone else within the company to deal with, it's not an external request from a customer).An example scenario goes like this: Agent 1 raises a ticket and assigns it to Agent 2. Agent 2 replies - Agent 1 gets an email notification. Agent 1 replies - Agent 1 gets an email notification, but not Agent 2 (and it's Agent 2 who really needs to hear about it!). So a reply from the requester, if the requester is an agent, is treated as a reply from the agent (and is sent to the requester, ie themselves).This has caused us to miss out on replies on a couple of occasions. We can work around it by CC'ing replies to the as

Of course we tell them not to, but occasionally customers will give us their credit card number in a support ticket.  In order to be compliant with regulations, we can't keep messages that contain cc numbers.  Is there a way to delete just that one message without deleting the whole thread?

Been searching around and cannot find the answer to either of my problems.a) can i create a new user with a company in one go via API or does it need to be 2 separate posts? (a customer and then user?)b) i am using VB .NET and although i can find many examples with PHP none with VB, I am sure it is simple but everything i tried receives error 406:Not Acceptable at this point i am unsure if it is my XML string builder or my credentials but i was hoping that someone would have experience in VB.Here is my code: Shared Function Create() As String Dim n As String Dim em As String Dim c As String

We have had to ask a customer for the expirty date of his credit card in order to process a refund but the customer has provided us with all of his card information. Card number, expiry date and security code.Obviously this is sensitive information which we do not want anybody to gain access to.Is there any way we can delete just that email or part thereof to remove the information?

Hi all,I am trying to get to grips with "first call resolution" and how it works.  What exaclty is a call that has been resolved first time?  Is it a call that has had only one reply or comment put on it?  Or is it a call that has only been closed once?

Customers can use this method to set up Reminders or Escalations in Freshdesk using SupervisorWe ourselves use the method below in our Support teamComplete info available in our Screenr below.Create 3 Custom Fields in Admin -> Ticket Fields with Drop down values - Awaiting Response Email Sent, Escalation Sent & Second Escalation       sent with values as in screenshots      

Just a quick note about using custom fields with the API.1. All fields must be between a single set of <custom_field></customfield> tagsExample<custom_field>   <custom_field_one>$value1</custom_field_one>   <custom_field_two>$value2</custom_field_two></custom_field> If you use <custom_field> tags for each field, you will get an error.2. Custom field names are not what you think.   The best way to discover them is by looking at the source of the ticket submission form.  You can also use this to devine the possible values of dropdowns.3. Many more fields are available.   If you look at the return, it will give you an idea of what can be set - quite a lot of these are not in the docs...HTH someone and you won't have to spend hours guessing how it works.Chris.

Both mentioned templates have no upper-right corner link that allows you to add the system variables. Must be a bug as these templates support these kind of insertions.

Is it possible to set default state to "Open" when creating a new ticket?Is it also possible to set "Agent" to myself as default when creating a new ticket?

I have tried to include the parameter &helpdesk_ticket[email_config_id]=1000026583 in the query string to invoke the widget (1000026583 is the id for the product taken from the Email Settings page) however the widget still comes up blank instead of being defaulted to the specified product.Is this working?  Or is there another way to do this?

Anyone else have this issue?We setup Jira Integration to add private comments in FreshDesk when a comment is made in Jira.  It works for a while, but then we noticed it stopped recording twice.  We thought it was due to the Jira account not having admin rights (even though we were told this was only initially needed to setup the webhook)The account has Admin rights, and it has happened again.

Hi all,I'm not sure how many of you are aware of this but I have since found out that in reports when you look at the SLA % it is a metric solely focussed on when a call is resolved not taking in to account the response time SLA.I would of imagined that surely if you have a "response SLA" and a "resolution SLA" that these metrics would appear in reports separately.I've spoken with those at Freshdesk who have advised that the response SLA isn't even stored in the database in order to run reports.I'm pretty disappointed with this and wondered if anyone else has come across this or were even aware of this?!I've been told there is a "major overhaul" of reports coming from the ground up but who knows how long this will take...GrantMood: Shocked and unhappy

I would like to use the API to pull recently modified/updated tickets (they appear to be sorted by date created).  I cant find anything in the API documentation or support forums but is this possible?

Hi there,Is there a way to change the subject when replying to a ticket? I know there is a agent reply template but that doesn't allow me to modify the subject of the e-mail that is sent to the users.My problem is that Google Apps (GMail) includes the original e-mail sent to the helpdesk email and removes the [#ticket number] from the subject when a reply is sent back from support agent if you are in conversation view. This means when the user now tried to reply via e-mail, the [#12] will be missing from the e-mail subject. When that happens, every-time the user respond, a new ticket will be captured in the system. I want to be able to make significant changes to the subject so that GMail will not capture the reply as part of the conversation view (otherwise my current work-around is to get everyone to turn off conversation view which is rather tedious) Conversation View On:

We white label our solution (different customers of ours have different branding/skins of our product). Is it possible to utilize multiple freshthemes for the same freshdesk site accessible via different URLs?

Two issues that I have noticed.1) when a ticket is in "pending" status shouldn't it freeze the time counted against the SLA? For example if we have a 3 day SLA but we have to order a part we would probably never get those within the SLA time frame. It doesn't seem to be doing that. 2) on the reports it computes the SLA compliance but is including tickets that are still open. Example... 10 ticket received, 7 were resolved all within SLA... the 3 tickets are open but still not out of the SLA range... but it's showing 70% compliance. It should only include resolved or closed tickets to figure SLA compliance.

Not sure if anyone can help me with this. Its not really a feature I would expect freshdesk to accommodate but maybe there is a way round my problem using a web macro, filter or tool of some sort. Some emails we receive are from advertising portals we pay money to advertise on. E.g. we sell houses so we recieve emails from buyahouse.com The emails we receive from buyahouse.com say they are from buyahouse.com and so a new ticket is in the name of buyahouse.com, although in the body of the email we recieve th actual reqester's name, details and details of their request Is there any sort of tool which would receive an email, extract the email address and name of the requester from the body of the email and then resend this to freshdesk so the name and requester is correct?