Using Freshdesk

Hello,We are experiencing an issue, where an agent goes to reply to a ticket and the CC field does not populate correctly based off the last reply. So instead of the CC field only containing people from the last reply, it will populate people who were on the thread earlier but were removed in recent replies. I know when an agent replies, the To line will always be the requester of the ticket and that the CC field will auto populate based on the people included in the ticket/replies. These tickets usually have multiple external contacts responding to the thread, which they are not aways responding to the latest message and not always replying to the same people (to/cc). Different responses can be From different people, To different people, and CC different people, while replying to different messages in a thread. I think they may be whats causing the CC field to not populate correctly.This is a big issue for our IR team, as they are responding as agents and have wrongfully sent replies/

I’m looking for the best cloud telephony provider compatible with Freshworks CRM...

Where can I see a list of all themes? Paid also.Why is this not built into the product?

Hi, we are using Freshdesk support desk and until now Freshdesk has been sending email’s on our behalf. This means that we have to add email.freshdesk.com to our SPF record. This means that Freshdesk alone adds 8 DNS queries to our SPF record and the standard allows for only 10 in total.For comparison Microsoft adds two for the whole of Office 365.Now, what i have feared has happened and we have passed the limit and our SPF record is not valid anymore. I don’t know if we added the one or if Freshdesk added another sub record.There is really two problems, one is the size of the record to begin with and the other is that Freshdesk can add subrecords at anytime without any of their customers knowing and pushing that client over the limit.I think therefore it is very important for suppliers that have SPF that is used by alot of customers to be very small and maintained correct.One solution is to create your SPF record and then only add ip addresses to this record that you then maintain whe

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug?  

Will the description provided by a requester get overwritten if the agent changes the ticket template of an existing ticket?

Hello, We have built some draft solutions articles that we need to preview with people who do not have agent access. Is there any way to do this? Or do we have to give them agent access to view previews? Thanks, C

We are seeing email delivery latency with ticket creation, updates to tickets lately.  It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated.   Looking through the archives, it seems this has been a topic  of conversation, but wanted to see if any  others are experiencing this type of latency?

Hello, I am trying to assign a ticket to myself but the assignment email is not sent to my email box and I cannot track it from Outlook. This does not happen if the same ticket is assigned to me by another agent. Is there anything that can be done to get the email sent to me even though I am assigning it to myself? Thank you so much

We make most of our KBAs external-facing, however there's a couple of links that redirect to a login page, when we don't want them to.We seem to have visibility configured in our portals correctly; however when a customer who is not logged in (most of our customers do not log in, almost all KBAs should be visible externally without authentication) attempts to access a visible to all link, a login page appears. What customers see: When they click that link, it takes them here: So I went to take a look at the visibility settings for that folder...That folder’s settings: ​​​​​That Category's settings:It's in the correct portal, has the correct settings, so why can't unauthenticated users see the folder? 

Since the agent portal has a feature to sort replies and comments by date (most recent or oldest), it would be nice to have this feature for free in the agent portal.To expand further, when you visit the customer portal, what you see is the oldest message on the top of the webpage here:  What is missing is a way to sort the messages in any way, this is rather incovieneint for customers with very long threads and hundreds of messages. They need to scroll all the way to the bottom of the page to see the most recent response in this view. Furthermore, a customer could sort their tickets by oldest - newest or vice versa. As you can see below, this feature exists for tickets in the customer portal, but not for replies.  

Hello, I’m thinking about removing the customer support portal for my business. We have created a new support website which uses freshdesk APIs to display our solutions and the support widget so we don’t want the old support portal to be accessible to customers anymore (although our agents will still be using their side which is not customer facing).  I couldn’t find how to do this in the admin panel so some direction would be greatly appreciated.Thank you!

Hi everyone, I have a problem when i create a SSO SAML between Freshworks and Azure AD.I make all the parameter with the tutorial but i have an error when i try to connect with SSO.Look at that :If anyone have an idea ?Or something to try ?Thanks a lot :)Alexandre

Hello community,We recently started using freshdesk and have set up an automation that attaches a private note with a table to each ticket (for our time tracking). Unfortunately, neither agents nor administrators can edit this private note from the system, but private notes from other agents can be edited. What could be the reason for this and how can agents also edit these private notes from the automation?Kind regardsSaschaTranslated with www.DeepL.com/Translator (free version)

Hi is there a way to make the parent ticket stand out when searching through tickets.I currently use service tasks, which are connect to the parent, but if i search a name of a client, all tickets, parents and service tasks, are found, and they are very hard to tell them apart, especially if the contact is an outside client.  They look the same.Or is there some way i can write a search which only find parent tickets?Thanks

Hello, I am starting out on Freshdesk and using the free plan. People who communicate with my helpdesk get emails from “Example” (ex: “Example <support@mydomain.com>”). I see “Example” in the portal settings page, but I don’t see a place to modify that to something more appropriate. I saw in the “Multiple Products” page where I could add more products, but not modify the name of the “Example” product. I have looked around elsewhere but can’t find anywhere else in the admin settings where I can change or remove that “Example” product. Can someone tell me where to go to modify it OR at least change the FROM email address so my customers aren’t seeing “Example” in my emails to them?

Have you enabled Dark Mode in your instances? How about switching to Neo portal for a quick check or setting or changing your password or resetting your 2FA?That makes a huge visual impact, right?I guess the next step in Dark Mode should be Neo.Do you agree?In case you do, here’s the Idea in order you could vote on it:Dark Mode in Neo portal | Freshworks Community Regards,

My FreshDesk account is warning me that my service will be interrupted as it exceeds the limit of 2 agents, but, I only have one agent on the account. The screengrab below shows the message informing me about the 2 agent limit on the same page that lists all of the agents I have set up, and there is only one agent set up.  

Hello, I’ve put together a solution with a table at the top of my page that links to the various headings within the solution i.e. <a href="#anchor1">Receive Application</a> in my table links to the corresponding heading<a id="anchor1">1) Receive Application</a>Initially on saving, all the anchor links in my published solution work but then they quickly stop working, when looking back at the code within the solution, all my id=”anchor” tags are removed leaving just:<a>1) Receive Application</a>Is this a bug or am I doing something wrong?Thankyou.

Hi everyone We require customers to have Self Service appointment booking. Our team are on Google Workspace. Has anyone found a good solution?cheersIan

Ticket Update Automation will work on ticket update from API update. We have scenario where Ticket will be created from system A, and Then Create Automation will get executes, and calls System B, System B will pull some information and again update Ticket with these information. Then We have Ticket Update automation which will call System A with new tickets details. Is this possible?

Hi there, i want to create the following automation and im kinda stuck.I want that everytime a ticket is unanswered for a certain period of time that a message gets pushed to slack channel. I got the Slack integration but i cant find a option in the automation. I already got the first part done (Tag creation) but im stuck at when tag gets updated send message to slack. Can anyone help? 

I’m looking to see if I can embed our solutions articles on our website - I know we can do that with a pop- up widget, but i’m more interested if we can embed the entire page as an iframe?

Good day, How accurate it the data extracted with the API corresponding to the analytics provided on FreshDesk? I am currently using the FreshDesk to schedule API to extract ticket data and being able to perform comparison analytics to historical data. I am getting very similar results to some of the FreshDesk reporting stats however not everything is matching. I have also noticed when extracting the underlying data on a FreshDesk report it includes duplicates of tickets that may also be throwing off the accuracy when comparing to the APi - which extracts one row of data per Ticket ID. Is there any way to see the definitions behind ticket counting?e.g resolved tickets I would assume are using the resolved date - how will this be defined for created tickets, assign tickets etc. I would like to create a smooth pipeline from API pulled into Python and translated into a SQL table that can be extracted into an Excel report. However, I have no way to confirm the accuracy of the data while th