Using Freshdesk

The built-in "Automatically assign ticket to first responder" automation is sometimes not executing. I can see from the ticket’s history/activity that it did execute for one coworker agent and myself, but not for another 2 coworker agents. The difference is that the first coworker and I are part of the same Group, which is the default group that all incoming tickets go through. The other 2 coworkers are not part of this Group, but were the first, and only, agents to respond to the tickets.Do ticket automations only run within a given Group? If so, how is this configured?

Hi all, I thought this would be really straight forward… but I want to add To-Do list items to tickets via automation.For example “If an Agent tags a ticket as Offboarding, add these To-Do list items1) Disable Accounts2) Retrieve Computer3) Send Supervisor the Offboarding checklist” Am I unable to do that? It seems like a simple and obvious thing to want to do. I saw one other thread but they didn’t get an answer...

Hi, can I set a limit numer of tickets submitted by a specific customer?

Hi, When I am creating an article, I add a link to another article from solutions. When I am trying to open the created link it is not allowing me and it opens the homepage although the link is reflecting. FYR we have closed common access to solutions. i.e. articles are available for our agents only. I use a lot of links and this would be really helpful if you could give me a solution to this.

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We are using FreshDesk with a couple of different O365 mailboxes, these mailboxes are integrated in FreshDesk via built in function to add O365 mailboxesWe experience that the credentials expire and when looking at the Sign In logs in Entra ID (Azure AD) I can see it complains about the refresh token has expired.Is anyone else experiencing this issue and/or has a solution?My thought was that the Refresh token should be refreshed at each login which happens multiple times per day, according to the logs.Clicking the “Sign in with Microsoft”-button and logging in again solves the problem, until the next time, I think 90 days later which is a time out value in O365 so seems likely. But question remains, should not the token be renewed bye FreshDesk when fetching/sending mails?

Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234 

Hi everyone,Greetings! I hope you are doing well!I need assistance with a customer support issue I'm trying to optimize for efficiency. I aim to achieve the following:Auto Assign Limitation: When an agent enables auto assign, they should not have more than 3 tickets assigned to them simultaneously. Assignable Statuses: Agents should only be assigned tickets if the ticket is in one of the following statuses: Open, Customer Responded, or Updated. Unassignment on Other Statuses: If a ticket moves to any status other than Open, Customer Responded, or Updated (such as Pending, Awaiting on Customer, Awaiting on Team), the agent should be automatically unassigned from that ticket. Additionally, I intend for tickets in the statuses Resolved and Closed to remain assigned to the agent, to ensure they are associated with customer satisfaction surveys.Please suggest the best approach to achieve this solution or recommend any best practices you have for automatically managing ticket assignments.

Does anyone know a way to create an automation that will add/assign an agent to a ticket if they add a resolution and/or close the ticket? I have techs that are fixing an issue, adding the resolution to the ticket, and then closing the ticket without ever assigning themselves (or anyone else) to the ticket. We want the ticket to be automatically assigned to whoever inputs a resolution. Thanks!

Hello members, I would like to get the details from the custom object in freshdesk and update the same detail in the ticket field when the ticket is created. Could you please help me if this is possible? I know we can get the info of a custom object and update a ticket (using API and other method via workflow) But I’m not finding a way to achieve this, retrieving an info from the Custom Object and updating it in the ticket field when a ticket is created. Thanks in advance for your help.

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? Anyone experienced something similar? Thanks

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal. 

Does anyone have a way to schedule tickets for a specific date. We have requests come in to update certain things on a specific date but at the moment we are having to track these outside of freshdesk. The agents are the ones making the updates but we don’t want to have to leave the tickets open and manually search through them. 

Hi,What is the automation workflow for creation of multiple tickets? Thank you

We have received multiple errors when sending emails/ticket replies to one of  major customers. It’s “Message not deliverved”. When clicking on review we get “Email rejected due to an unexpected error. Please try again after sometime.”This is kind of useless for debugging.I’ve read through all threads but with no clear resolution.Is the error typically on the recipient side?  

I was having weird effects with seemingly random keyboard shortcuts being activated. After weeks of aggro I finally happened to look at the list of shortcuts and realized why - they use a combination of normal letters without an interrupt key. No ALT or CTRL. So being a fast typist kicks off a shortcut any time I type a ‘g’ and then another letter after it. This particularly happens when typing a reply to a customer and I often lose a bunch of what I had typed. Blecch. My only workaround for this is to disable the shortcuts entirely.It would be really nice to be able to use some shortcuts. Could they be changed to properly use an interrupt key? Or be modifiable by user?

I am attempting to avoid having several lengthy branches within a workflow. What I need is to take a firstname.lastname value and if it is over 20 characters long substring it to cut off after 20 characters.  Below is the function I have so far but this only works when the character limit is over 20, I cannot find a solution to keep the characters the same when it is under 20 characters: if (length('{{E17.result}}')>20, substring('{{E17.result}}',0, 20), substring('{{E17.result}}', 0, 20))I have tried many variations like the one below but still have not been able to accomplish this. if (length('{{E17.result}}')>20, substring('{{E17.result}}',0, 20), {{E17.result}}) Typically I will get this error: Invalid Syntax - Third operand's value must be <= first operand's length. The end goal is to get this value for both manager name and new hire name so that I can plug this in further down the workflow and always have the correct character limit rather than have 4 lengthy branches fo

I trust this message finds you all in good spirits. I'm currently working with Freshdesk and am seeking guidance on setting up automations related to ticket status transitions. Has anyone successfully configured a similar automation in Freshdesk for ticket status transitions? What specific steps did you take to set up this automation, and are there any best practices I should be aware of? Are there any known challenges or limitations when it comes to automating ticket status transitions in Freshdesk?Your expertise and insights would be incredibly helpful as I work through this automation task. Thank you in advance for your time and assistance!Best regards, BBR game

Hi there,We have a challenge with a customer that we are trying to figure out how to route tickets based on certain fields in the contact register. For e.g. every contact has an agent that will be responsible for handling their queries, it’s fixed. So, for every new ticket created this ticket should be assigned to the respective agent responsible for the contact. We want to do that without creating one automation per agent because it will be tricky to manage all the automations for the new agents. Can somebody help us here? Thanks and best regards. Bruno

I would like to recommend that Freshdesk add a Date/Time field to the list of available custom fields to prevent the backend from converting to the wrong date for analytics.  Currently, when using the custom Date field (without time) it is converted by the backend to UTC (date) time and the time defaults to DD Mmm 00:00 AM.  When the date is pulled into analytics, the time is converted to the agent’s timezone. Depending on the agent’s location, the date may be converted to one day prior resulting in inaccurate analytics dates. Example:Transaction date: 15 Feb 2022 Backend sets date to UTC 15 Feb 2022 at 00:00 AMConversion from UTC to to Agent’s EST (-5 hours):    15 Feb 2022 at 00:00 AM - 5 hours = 14 Feb 2022 at 07:00 PM

Hello all.I’m trying to figure out if it’s possible to create multiple tasks from a JSON response using the web request feature. I’d have a list from the JSON response, and preferably iterate over the list and create tasks from each entry. I’d do this with a Custom Object if it was possible. Thank you!

I’ve read similar Questions and Ideas, but this feature does not appear to be implemented yet:Is it possible for Freshdesk Collaborator Agents to receive email notifications for any new Forum activity, ideally for all forums, but at least for a particular forum?Not just for a particular forum topic/post.This feature will enable Collaborator Agents to know if there are new forum posts without having to go the the Forum to check all the time.

Can I change or specify the language setting when a customer logs in via SSO from AzureAD?

Struggling to collect payments on overdue invoices? You're not alone. Many businesses face this challenge. In a recent discussion about efficient debt collection solutions, I came across Zindoit (Zindoit). They offer a flat-rate legal approach that seems much more affordable than traditional agencies. Anyone else tried them?

Hi, I am trying to write a python script, using the Freshdesk API, to upload solution articles which include embedded images.  At this point I am struggling to find a way to upload the images as attachments.A question was posted about this a number of years ago, but was never answered:  Is anyone able to assist?Regards,Geoff.