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3 days ago

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Using Freshdesk

Using Freshdesk

CX and Customer Support

4776 Posts

Alina SmithApprentice

asked in Automations and Workflows

Assigning back-up agents without Round Robin

Can you assign a back-up agent for a particular ticket, when another agent is out of the office, and without using the Round Robin feature?

marcusthestarApprentice

asked in API and Webhooks

How do I update department field on tickets based on the Requestor

I know i could maybe use API but i cant come up with the correct curl command to be able to do this as an example:all tickets submited by requester email : andrea@freshservice.comset the department field to 630currently the field is blank for x tickets

crrzzyy8sCommunity Debut

asked in Automations and Workflows

Auto create ticket from contract screen

I’m looking for a way (workflow or alert) to auto create an incident or service request that's attached to the contracts > contractor feature when a contract is set to expire.

amau5Contributor

asked in How do I....?

Is it possible to suppress email notification for a ticket?

We have a ticket that is autogenerated and sent with a weekly report. No one mans the email that it sends from so we want to make sure these still hit the first response SLA and I can set up an automation to do so, but is there a way with the Workflow Automator or any other tools in FS so that an email response isn’t sent to this address?

marcos.pereiraApprentice

asked in API and Webhooks

Ticket are not been resolved via bulk update

Hello everyone,I'm using the bulk update FreshDesk API V2 to update tickets status to Resolved (status=4).When I send a list of ticket IDs, some of the tickets are updated some of tickets not.Sample of request:curl -v -u <USER:PWD> -H 'Content-Type: application/json' -X POST 'https://COMPANY.freshdesk.com/api/v2/tickets/bulk_update' -d '{"bulk_action":{"properties":{"status":4},"ids":[667243,667639]}}'Sample of response:{"job_id":"374d1fb9-93cf-44c4-932e-0571075dc034","href":"https://COMPANY.freshdesk.com/api/v2/jobs/374d1fb9-93cf-44c4-932e-0571075dc034"}Looking the FreshDesk dashboard the status never change.When I try to check the progress I had:{"code":"access_denied","message":"You are not authorized to perform this action."}However, if try to make a bulk update action setting any other status, it works.Could you support me, please?

MMoonApprentice

asked in How do I....?

Tagging non-agents to a FreshService Ticket

Hello! I am wondering if there is anyone who may have had a similar issue as me and has come up with a unique solution. FreshService does not provide catalogue details into public URL’s for Service Requests, there is also no way of tagging a non-agent to a ticket and have them see all the details of the Service Request.We require this functionality because there are times where a ticket may require approval or visibility to a member in a different department. We don’t want to make them an agent, because we wouldn’t want them to have visibility into other tickets. What we’ve been doing for now is creating a canned response that autofills the service request description but we are looking for a better way.

klingirlingApprentice

asked in Automations and Workflows

required fields to create a user for freshservice powershell

Anyone know what are the required fields to create a user? Getting an invalid_field error. image is attached.

dmakwanaContributor

asked in How do I....?

How do I filter all tickets based on created By? Not by the contact or Company but actual Created By

In our screenshot, you can see the Company as PairSoft Internal and the Contact as PairSoft Internal. However, Samuel Texidor actually created this ticket. There is no option to filter and see the tickets that are created by Samuel Texidor.

alteserienApprentice

asked in How do I....?

How can I connect eBay with Freshdesk (without ChannelReply)

Hi community, wie use freshdesk as our central tool for customer service. Ebay is one of our biggest sales channels (besides our own online shop). Therefore we would like to integrate ebay with freshdesk as well.I know that there is channelreply - but is there any other way to do so?I forwarded all mails to freshdesk, but it was not possible to answer. Since it is such a famous channel, I guess there might be other options.Thanks a lot!

art-isdCommunity Debut

asked in How do I....?

pull emails come from same email account

HiI recently downloaded an add-on for Google Forms that is supposed to send the responses entered into the form to a designated email address. The Google Form in question is associated with the email address art-isd@kau.edu.sa.The issue I'm encountering is that when the Google Form sends the response to the same email address, it does not appear in my Freshdesk inbox. However, when I receive emails from other sources, they do appear in the Freshdesk inbox without any issues.Any idea please.

Paul FlurryApprentice

asked in Ticketing & Agent Productivity

Ticket creation with ticket ID at the beginning of the subject line.

As a product enhancement, please can we request the ticket ID is placed at the start of the subject line when a ticket is first created. This is best practice with most other service desk providers.

Medic1334Skilled Expert

asked in Automations and Workflows

Reminding requester to reply

Has anyone had success with reminding requesters to reply to tickets? For example, agent replies, if hours since agent replied is 9 and status is awaiting response, send email to requester.I found this post from several years ago, but I’m trying to avoid adding checkboxes to our ticket forms just for this purpose. I’ve implemented the below but it just fires an email every hour on the hour once the top condition is met; apparently disregarding the second condition (listed below). As a bonus, we’d like to only send the email during business hours. First attempt conditions (all):Status is awaiting response Business hours since agent replied is greater than 8 Business hours since agent replied is less than 9Result: User receives email every hour after 8 hours regardless of calendar hour

ozzyCFCApprentice

asked in How do I....?

How do I send replies (outbound) via email?

Really new to Freshdesk. We added a custom email address and when I reply to tickets it shows that in the “From” location it says () and has no email listed. How can I change that so that when I reply it gets sent as an email? Is that a higher tier in the subscription?

KJCSkilled Expert

asked in Automations and Workflows

Fresh Service PowerAutomate - Create Ticket Connector

Hi Community,Wondering if anyone can help.I am trying to create a FreshService ticket in PowerAutomate when someone fills out an MS Form. However, the FreshService connector requires the Requester's ID, which I thought would be straightforward. I added the dynamic content email address from the MS Form response, but it fails asking for a number. I need the Create Ticket to come from the user how completed the MS Form does anyone have any thoughts why this is not working or how I could achieve this? Many thanks

amit.eApprentice

asked in Analytics, Reports & Dashboards

Number Of Unresolved Tickets By Hour Of The Day

Hey Community,I am try to use analytics in order to build a dashboard that would show me the number of unresolved tickets by the hour of the day (as it would help me to track the workload during the day).Also, I wish to be able to see this dashboard for each date that I would like to put as a filter on my dashboard (today, yesterday, 2 days ago etc.)Does anyone has an idea how to make such kind of dashboard?Thanks!

IsraelContributor

asked in Analytics, Reports & Dashboards

Dashboard numbers colors

Dashboard numbers colorsWe need the color GREEN for dashboard numbers. As simple as it sounds, my team works better with numbers and I have noticed they hate not being able to get their yellows to Green. They see Red, and they work hard to get them to yellow, but that’s it.

markdavisContributor

asked in Analytics, Reports & Dashboards

Merge Asset & Ticket Report/Dashboard

Hey All,Is it possible to have a report/dashboard that shows both Assets & Tickets? I would like to create a dashboard that shows all open tickets in relation to hardware requests and all ‘In Stock’ assets.Regards,Mark

xhemajlApprentice

asked in How do I....?

Inquiry on Automatically Reopening Closed Tickets After a Set Time

I am writing to seek assistance with a specific functionality within the Freshservice platform. Our team often encounters scenarios where we need to temporarily close tickets but then revisit them after a certain period. I would like to know if there is an automated way to reopen these tickets after a set time has elapsed.Specifically, I am looking for a solution that allows us to:Close a ticket, marking it as completed or resolved. Automatically reopen the same ticket after a predetermined time frame (for example, one month later).Could you please advise if there is an existing feature or workflow within Freshservice that would enable us to achieve this? If so, I would greatly appreciate a step-by-step guide on how to set this up. Our goal is to streamline our workflow and ensure timely follow-up on specific issues without manual intervention.Additionally, if this functionality is not currently available, I would be interested in knowing any possible workarounds or if there are plans

TroweApprentice

asked in How do I....?

Setting note default to public rather than private.

There are several web pages that I have found that tell how to do this and all of the suggested places to change this, that I have found don’t exist in the admin console.Terry

leon.kaesmannTop Contributor

asked in Portals, Emails & Other Channels

Portal card visibility

We have added an additional custom card to the portal. All of the other cards are hidden if the user is logged out, except for the one we added.How can we hide this one as well?

parknookApprentice

asked in Apps and Marketplace Integrations

Marketplace apps not working

When I click on the Marketplace icon and then Marketplace Apps, it just redirects to https://fullproxy.freshdesk.com/a/notfound and it doesn’t matter which browser I use for this, be it Brave, Chrome, Firefox or Edge. I even tried tethering to a mobile phone in case it was a local DNS and that made no difference Any thoughts / ideas?

niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Marketplace Navigator: Discover the Best Apps for Agent Productivity

In today's fast-paced and competitive business landscape, providing exceptional customer support is no longer a luxury, but a necessity. While you use Freshworks products to deliver exceptional customer experience, Freshworks Marketplace brings together a host of apps for all your integration, customization and automation needs with Freshworks products.We are excited to kick start the Marketplace Navigator blog series that brings forward a specially curated list of apps to help you easily navigate through the Marketplace apps. In each edition, we’ll cover details about some key apps under a theme. This month's edition covers the best-suited agent productivity apps you can install to empower your support team to deliver enhanced customer experience. Ticket Parsing App In today's multi-channel digital world, companies receive a high volume of tickets each day. Manually sorting through tickets can be a tedious and time-consuming task. This is where apps like the Ticket parsing app come in

aadansmithApprentice

asked in How do I....?

Can I use Freshworks CRM For CodeX Executor?

Combining powerful software tools can significantly enhance business operations. Freshworks CRM, known for its customer relationship management capabilities, and CodeX Executor, a versatile execution platform, are two such tools that, when integrated, offer robust solutions for various business needs. This article explores whether Freshworks CRM can be used for CodeX Executor, detailing the integration process, benefits, challenges, and real-life case studies.Understanding Freshworks CRMFreshworks CRM is a comprehensive customer relationship management solution designed to help businesses manage interactions with current and potential customers. Key features include:Contact Management: Easily organize and manage customer information. Sales Management: Streamline sales processes with automation and pipeline management. Marketing Automation: Enhance marketing campaigns with targeted email marketing and lead scoring. Customer Support: Provide excellent customer service with integrated sup

oneroberttwoApprentice

asked in How do I....?

Getting custom_field from Service Catalog

I’m struggling in to get custom fields from “/api/v2/service_catalog/items” this command. I don’t see any custom fields when I use this address. Is there any filtering to get them?

seif.harfoushApprentice

asked in Portals, Emails & Other Channels

Unable to Reset Password

When I press “Forgot Password” we never receive an email for password reset, whether on inbox or Spam folder.

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