Using Freshdesk

Anyone experiencing latency issues with email

Hi,  Can some share a design for support ticketing system he created ? We have 4 different saleforce team I need a design how to handle workflow for the different teams Thanks

For the last week my team has noticed performance issues with refresh rate of updates to ticket list view. Once a ticket has been updated to resolved or closed status when returning to the list view the ticket remains in the view with greyed out font showing closed status until we manually refresh the browser page. In the past this has not been the case. When returning to list view previously the updated ticket would no longer be visible in the view immediately. Is this a systemic cache issue that can be resolved by support or a browser setting that may have changed recently? This can cause issue with common views used by several agents.

Hey everyone! I’ve been using Freshdesk for managing customer tickets, and it’s been really helpful. However, I’ve noticed that email notifications sometimes get missed or overlooked by customers.I was thinking it might be a good idea to add SMS notifications to send quick updates about ticket statuses or resolutions. Has anyone here tried this before? I found a service that seems to offer SMS integration with Freshdesk, and I was wondering if using a BulkSMS text messenger could improve the efficiency of these notifications.Looking forward to hearing your thoughts! Thanks in advance. 😊

Hi everyone,We’re using Freshdesk along with WhatsApp and are looking for a way to set up an automatic reply when messages come in outside of our business hours.I’ve tried using the API endpoint /api/v2/tickets/[id]/reply, but unfortunately, it’s not working as expected.Has anyone successfully implemented this or can share some tips on how to achieve it? Any help would be greatly appreciated!Thanks in advance! 😊

I’ve noticed new features in Freshdesk, particularly in the scenarios section. Two buttons suddenly appear there. Can you explain the difference between them? I have the role of an administrator. Is there any difference for me, or is the distinction more relevant for regular Helpdesk agents? 

Hello, My company has a paid freshdesk account. We already have one sandbox account for QA environment. We want to create another sandbox acount for the Test environment. Please, how do we get this done?

Exactly what it says on the tin. Is there any way to manually run an hourly trigger, or do I have to just wait for it to meet the criteria that I set?

Hello,I’m struggling with some tickets that are being automatically set as spam, but by all indications not by any Agents that I’m aware of.  Does anyone have any expertise in the area of Spammed tickets?  I understand how to un-Spam them, but how do I find in Freshdesk Contacts or Senders that have been labeled as Spam?  

Hello Our FD has gotten an update so now that View List stays open and more importantly when going back to the list focus starts in the Search for views.Meaning you have to clikc away in order to use Arrow keys etc. Very annoying.Is there a way to switch back to the old one that showed itself like a hamburger menu and then went away after you clicked the list you wanted?   

I would really like the option to create more than one webhook trigger in a single automation rule. Limiting us to one webhook trigger per rule makes no sense especially since I’m only allowed one HTTP action (e.g. POST). There is currently no way to even do multiple actions per webhook, such as 2 POST requests via batching. 

Hello, how are you guys ? I have a question, anybody already use API to disable users in freshdesk administration ? I need to creat a automation to deactivate and create users in freshdesk admin control, but i can’t find any documentation for this action

Hi. We’re trying to pull ticket data into our reporting/insights platform.The main idea is to start with a simple last-updated date filter (e.g. 2024-12-01), then paginate as much as we can, then change the filter (e.g. 2024-12-01T15:30) to narrow the date range and collect a new set of pages.I have two problems:We have a ticket type for automated logging, which tends to be the vast majority of tickets. I don’t need to report on this, but it adds a lot of noise if I use the “v2/tickets” endpoint, because I can’t filter it by type. Outside of automated logging, our ticket volume can be over 300 tickets per day, and “v2/search/tickets” can’t filter updated-at by timestamp, only by date. There’s no way to use that endpoint for this pagination approach.So I can’t have both type-filtering and timestamp-filtering in the same endpoint. Right now, I’m just using the “v2/tickets” endpoint and discarding anything for the unwanted type, but this still results in a lot of unneeded API calls. We co

Hey, I do not see any option to use something like a company account tier (which is a built in field) to filter the tickets on which the SLA will apply on.Is that not possible ?

Ever since I’ve used Freshdesk, there are about 20 contacts with “@freshworks” or “@freshdesk” email addresses. They were simply there when I was onboarded. They clutter up my contact list. Is it OK to delete them? When I go to delete them, I get a pop-up message saying “When you delete a contact, all future communication from this contact will be marked as spam. Are you sure you want to proceed?”I just want to make sure I don’t miss an important message from one of them from a support perspective. Also, if I do delete a contact, say by accident, how do I stop them from being treated as spam? Do I just need to set them up again?Thanks in advance for any direction.Dave

Hi, How can I retrieve data within the specific group from Freshdesk via API for the date range from January 1, 2024, and to the current date?  We need to integrate this in Power BI tool. Thank you,

Hi, What is the limit of fields in freshdesk? thank you

Hi, How to integrate other ticketing tools in freshdesk?Example: Service now, etc., Thank you,

have Freshdesk working in MS teams, but the tickets are only showing up in one team. How do I get the other teams to see the tickets as well. Freshdesk app has been added to the other teams.

Hello,I wish to know that when I set a Company as VIP, how this affects the tickets received and also I want to know if the Contacts of that company has an special treatment?Greetings!!!

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it.When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”.I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available? 

Hello there!I noticed, that when sending screenshots, it doesn’t show up in Outlook.Screenshots look like this (customer opened the ticket in Outlook):Attachements look like this (instead of being an attachement on the E-Mail itselfit’s a hyperlink to the attachement file): Why is that? / How can i change it, that the screenshots & attachements get sent with the email?

is there any way to disable the popup box when I mouse over any item in the ticket view window ? Sometimes they dont disappear and I have to mouse over other things to get them to go away so I can read whats under the popup box. It’s so irritating and I can live without any of the popups, so I want them disabled. ...Or is this something I have to install a popup blocker in my browser and blacklist part of our freshdesk page ?

We would like to request the ability to flag custom statuses as part of the "resolved" status group. In the default dashboard, there is a prebuilt "All unresolved tickets" filter that currently includes all tickets marked with status that is not ‘resolved’. We have created a custom status of ‘Scheduled’ that is being categorized as unresolved and being shown in the "All unresolved tickets" list despite no work needing to be done on that ticket until it’s scheduled time. Use Case:A ticket with a custom status "Scheduled" is pending reopen a month out but is currently being counted as unresolved in the dashboard. Categorize this status as "resolved" so that it does not appear in the "unresolved tickets" list until it reopens on it’s scheduled date.

I'm facing an issue with the Contact Search API. When I call the API to search for contacts, the response includes fields like phone, ID, and name, but the email field is missing from the results.Has anyone encountered this issue before? Are there any specific settings or permissions required to retrieve the email field?