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Using Freshdesk

Using Freshdesk

CX and Customer Support

4798 Posts

qeridoodwApprentice

asked in Ticketing & Agent Productivity

Message not delivered although mail is correct

Hello, we are increasingly having the problem that messages cannot be delivered. Although the customer has already received emails from in the past. #Here are two examples

E.H.Apprentice

asked in How do I....?

Spell check should not change the sender's name in my mail body

When I reply to a ticket, then Freshdesk keep changing the client/sender’s name in my email body. Even if I change it many times. I like spell check but not on names.How can I prevent this from happening?

ravisinghApprentice

asked in API and Webhooks

Azure Data Factory Pipeline Failing on GET using Freshdesk REST API

Hi,we are using Azure Data Factory copy function to get data from Freshdesk and copy it to Azure Storage (Data Lake) using the REST API. This has recently stopped working with Bad Request error 400.The connection is successful it’s the getting the data bit from the Freshdesk view that is failing.Have there been any changes recently that could explain this? Interestingly the same thing in Microsoft Power Business Intelligence still works. Thank you in advance for any responses, much appreciated.Ravi

GLFJCommunity Debut

asked in How do I....?

Create a ticket via the API with inline images

I need to create tickets via the API that include inline images originally in an email. I do not just want them only as attachments - I need to view them inline in the ticket body. Otherwise, there is little point as it just makes reading the message difficult. I have tried a number of things with no success: 1.) I replace <img src=”cid:somefile.png@1234”/> with <img src=”somefile.png”/> and adding a “somefile.png” attachment to the CreateTicket api. It appends the attachment but does not render inline. 2. I have replaced <img src=”cid:somefile.png@1234”/> with <img src="data:image/jpeg;charset=utf-8;base64,/9j/4AAQSkAUUUxxxUAf/2Q=="/> to inline the image as Base64 and entirely avoid attachments altogether. The system strips this out and renders it as <img/> If I create a ticket via the UI or even add a note I get the behavior I want which is something like this: <img src="https://attachment.freshdesk.com/inline/attachment?token=xxxxxxxxx" data-i

StefmiCommunity Debut

asked in How do I....?

Prevent auto reply on ticket resolution and closure

Hello,we receive a lot of tickets from sources like Azure or applications with no reply addresses. These sources do not expect replies on the send mails and some times the mails bounc e between these systems and open unnecessary tickets.I managed to create an automation to prevent the reply on ticket creation via “Skip new ticket email notifications” but how can you do that on ticket resolve / closure ?In OTRS for example you can add a loop tag to the ticket and will not send out any mails.

ChaseLarocqueApprentice

asked in How do I....?

Not Require E-mail On Portal

Good day! Is it possible to have an e-mail address not required to create a ticket? I’d like to use this internally to keep track of maintenance issues and I would like all the staff to be able to submit tickets using the portal, but fear if they have to enter their e-mail address rather than their name they will be less likely to do so.

amet.10Community Debut

asked in How do I....?

Forward freshdesk archive tickets

Is there is there any possibilities that I could forward the archive tickets using freshdesk?I need to forward all archive tickets, bulk or individual tickets? Is there any workaround or workflow to implement that?

alltechplusApprentice

asked in Portals, Emails & Other Channels

You have been restricted from accessing this helpdesk page

Error shown when a user tries to submit a ticket via. the portal on alltechplus.freshdesk.comI notice that several other people have had this issue in the pst judging by the related topics. I couldn’t see any obvious way to fix it myself. Had this problem for a long time now - Currently users can only submit by e-mailing in - I want to prevent opening tickets by e-mail only if possible to avoid clients creating multiple new tickets for the same issue so the submit ticket would be a great start.

Khadija AliApprentice

posted in Apps and Marketplace Integrations

Instagram direct

Hi Team:I recently configured the trail account “Instagram Direct” into fresh-desk, but I will be grateful if anyone can share his/her experience for the same. Thank you

Douglas.segerpalmCommunity Debut

asked in API and Webhooks

Get attachment (PDF e.g) from a SR ticket and Create a INC ticket from that SR ticket including the attachment

Hi,Is this possible in Freshservice?

philadlerApprentice

asked in Knowledge Base

Embed or Import PDF into Knowledge Base

How do I embed an existing PDF into a knowledge base article. We have many pdfs created and redoing them is not an option.I have seen articles referencing using the html editor and the embed tag. How exactly would that work when these articles are saved locally and not an any public website?Thanks, Phil

BarrySApprentice

asked in Analytics, Reports & Dashboards

Filter our Resolved/Closed Urgent and High Priority tickets from showing in dashboard widget count

Hi All,New user here. I am setting up our dashboard and I’d like to be able to display Urgent and High Priority ticket numbers, but when I set this widget up, it showed me a count of 5. I knew we didn’t have any open tickets that were urgent or high priority, but realised it was showing all of them, which included the 5 closed ones.I can’t seem to find a way to filter the widget to only show those tickets that are not closed or resolved.Any help is much appreciated.

niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Marketplace Navigator: Uncovering the Top Communication Apps

"40% of customers expect brands to solve their problems in their channels of choice" - Forrester Opportunity Snapshot Customers have personal preferences when it comes to communication channels. To effectively address customer issues, companies must adopt an omnichannel approach that encompasses multiple channels. Using Freshdesk and the apps on Freshworks Marketplace, businesses can cater to individual preferences by offering support across various channels. In this month's edition of the Marketplace Navigator blog series, we will highlight some incredible apps that can take your customer service to greater heights. Whether you are looking to integrate VoIP calls, 2-way SMS, or other communication apps for your Freshdesk account we have got you covered! WhatsApp (Early Access) WhatsApp is undoubtedly one of the most popular messaging apps globally. With such a vast reach, businesses must recognize the importance of WhatsApp and the need to deliver a seamless experience on this platfor

writeropApprentice

asked in How do I....?

Want to extract text before @ from email id field

I am pretty new to using expression builder in my freshservice workflows.I have a freshservice form which has a field ‘email id’.The expected input to that field is of the format firstname.lastname@xxxI want to extract the part which is before the @. So firstname.lastname in this case is what i intend to extract and use later in my workflow.

BaxterstreeserviceCommunity Debut

asked in How do I....?

Issues Generating Reports in Freshsales

Hi Freshworks Support/Community,I’m unable to generate reports in Freshsales. When I try to run a report, I receive an error message or no results at all. What troubleshooting steps can I take to resolve this?Click here for further informationThanks!

PalloydApprentice

asked in Knowledge Base

Improve Solutions Text Editor

I have just started to use this and find it very basic in its functionality eg there is no format paste. Also just copying a document from Word looses a lot of the formatting and section numbering etc. which means a lot of work to add documents to the solutions portal.Is there any way a decent third party text editor can be used or as an alternative convert docs from Word correctly without requiring a lot of rework?

Breezy ThemesFreshworks Partner

posted in FreshThemes Gallery

Frio Green theme for Freshdesk support center

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

ZeroFellApprentice

asked in FreshThemes Gallery

WYSIWYG Editor for Themes

Is there an editor one can use for Freshdesk themes to customize the layout, looks and feel? It’s been ages since I have done any CSS coding and the shortcodes are a bit of a boggle to me right now.

Martini_LimeApprentice

asked in How do I....?

Solution: Adding Asset State to Default Options

I struggled with the existing instructions, hopefully these steps are clearer:By default, there are five asset states in Freshservice,In Use : The asset is currently being used by somebody in your organization. Missing : The asset isn’t being used, but cannot be used since it’s missing. In Transit : The asset has been ordered from a vendor or is being moved. In Stock : The asset is readily available for use. Retired : The asset is too old, or isn’t functional and has been retired. Add your custom asset state here for our team I used recycled/ destroyed.Follow the next steps:Click on Hardware Field (Parent Folder) Choose Edit Click just right outside the “Asset State” field (when cursor changes from one pointer to four pointers) a new menu opens. In “Field properties” Add a new asset state by clicking "+add new choice" and select done. Choose “Update” in right top corner. Refresh page and voila.

abbientoApprentice

asked in How do I....?

Export All tickets from 2016 to now

I need to export all my tickets with description, note, reply and all data from Jan 2016 to Sep 2023. How can i do?

Michellefelton74Apprentice

asked in How do I....?

Migrating Tickets from Dynamics 365

We are new to Freshdesk and just got all our data in ready to go. We are not live yet thought, but we have hit a problem and not sure how to go about it. We used Dynamics 365 before and currently have approx 260 live tickets in there. Originally we thought we would leave them there and start afresh but now we are realising if customers email us about those ‘older’ tickets in Dynamics it would create a new ticket in Freshdesk.We were about to start manually adding in the tickets to Freshdesk and adding in the ticket reference from Dynamics so we can go back to refer to it if needed. Its going to be a big job so was just wondering if anyone had any advice before we did this.We have turned off customer notifications so when we are adding the tickets they will not get a notification, but once we go live were going to email them from the ticket we have added with a ‘canned response’ telling them we have migrated their ticket and to view this they need to create an account, then we click ‘S

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?

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