Skip to main content
  • EN

Using Freshdesk

CX and Customer Support

4890 Posts
P
Apprentice
PkiesslingApprentice
asked in Ticketing & Agent Productivity
Is there a way to revert back to old View list

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?   

442
P
Apprentice
tboardman
Apprentice
tboardmanApprentice
asked in Automations and Workflows
Why can't I create more than one webhook in a ticket creation automation?

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. 

2162
M
Top Contributor
M
Apprentice
martinj_ukApprentice
posted in AI & Bots
Auto Email Functionality in Freshdesk

I’m looking to better understand how many people use the Auto Email feature in Freshdesk.In it’s current form it’s an On/Off option and you are unable to limit what Groups or other ticket fields it can be enabled for. I’ve raised on the Ideas Forum () however I’d like to know if any other companies are using the feature.I don’t want to enable it on all tickets, and instead limit it to doing First Response on non SLA contracted questions/account problems, rather than big P1 total loss of service tickets.Thoughts? 

942
M
Community Debut
Armand
Apprentice
ArmandApprentice
asked in How do I....?
Images are deleted in tickets after many replies

Screen capture images are deleted in ticket and emails after replies. In outlook we now have to search for the very first email of the ticket to find the images back. It's a daily frustration in Freshdesk.

301
Sujitha Dhanaseelan
Community Manager
Y
Apprentice
ygor.silvaApprentice
asked in API and Webhooks
Help with APO

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

171
Sujitha Dhanaseelan
Community Manager
J
Contributor
JoKingContributor
asked in How do I....?
Is there a way to archive form templates?

Some templates are used periodically so they do not need to be visible until certain times of the year. Is there a way we can archive ones we don’t currently need? We don’t want to have to delete them only to have to recreate them again later.

262
flaresolverr
Community Debut
JBH ABCIS
Apprentice
JBH ABCISApprentice
asked in API and Webhooks
"List All Tickets" API, filtered by Group or View?

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

2343
JBH ABCIS
Apprentice
Khiman
Top Contributor
KhimanTop Contributor
asked in Automations and Workflows
Is it possible to configure SLA with custom company fields ?

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 ?

5427
M
Top Contributor
D
Apprentice
Debbie LarsenApprentice
asked in How do I....?
change visibility setting for notes on changes

Is it possible to change the default setting for notes on changes - so it pr. default is public and not private? I´ve allready use the toggle app on the tickets and it works perfectly fine there, but on the change module nothing changed. So the question is, is there any app or maybe a business rule that can help me with this matter? 

631
madhusingh0906
Community Manager
J
Skilled Expert
JamesFSkilled Expert
asked in How do I....?
Email notifications for thread activity not working

Hi all,For these email notifications:we are not receiving any emails.When I go in and edit the notifications and send a test email from within the editor it works, but no one is receiving any emails for any of these events. Can someone suggest what else I could check or set up?Thank you!j

303
mahendarsingh
Community Manager
Schoolkit
Apprentice
SchoolkitApprentice
asked in Contacts & Companies
Is it safe to delete all of the "@freshdesk" and "@freshworks" contacts in my Freshdesk contact list?

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

1304
RobCrossHM
Skilled Expert
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
API Freshdesk

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,

1353
madhusingh0906
Community Manager
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
Freshdesk Fields

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

1521
madhusingh0906
Community Manager
Tintin
Skilled Expert
TintinSkilled Expert
asked in API and Webhooks
Freshdesk Integration

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

461
madhusingh0906
Community Manager
GavHarks
Apprentice
GavHarksApprentice
asked in Portals, Emails & Other Channels
MS Team Intergartion

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.

1357
Gautham Lakdive
Community Debut
andersreve
Skilled Expert
andersreveSkilled Expert
asked in Analytics, Reports & Dashboards
Creating a Rolling Ticket Volume Report in Freshdesk Analytics

Hi Freshdesk Community,I’m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a line chart that shows:The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates. Does anyone know how I can achieve this?Any tips or guidance on how to set up this type of visual in Freshdesk’s analytics or reports would be greatly appreciated!Thanks in advance for your help!

1132
andersreve
Skilled Expert
J
Skilled Expert
joshvengleySkilled Expert
asked in How do I....?
Field Manager: Incident Form - Add Call back number field for after-hour/weekend based on days of week and time

Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends?  We currently have a ‘Call Back number field’ that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored.  We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted. Has anyone had any luck with creating such a field, or is that an ‘enhancement’ we would need to request to Fresh to see if they can implement at some point?Thank you for  your time.Josh

343
madhusingh0906
Community Manager
W
Community Debut
wsmartCommunity Debut
published in Apps and Marketplace Integrations
Best Practices for Leveraging Freshworks Marketplace Apps in CX
Best Practices for Leveraging Freshworks Marketplace Apps in CX

Hello Freshworks Community!Welcome to the first edition of our new blog series highlighting the powerful Freshworks marketplace apps designed to streamline helpdesk operations. In this inaugural post, we’re diving into apps that specifically enhance how you manage and customize ticket fields in Freshdesk. Stay tuned for more tips and insights in the coming weeks!In today's customer experience (CX) industry, helpdesk teams are expected to resolve issues quickly and efficiently, all while keeping customer satisfaction high. However, navigating through cluttered interfaces, and handling repetitive tasks can slow down even the best support agents. Fortunately, Freshdesk offers a variety of marketplace apps designed to address common pain points in the CX industry, enhance team productivity, and streamline processes. Below, we dive into several key Freshdesk apps and offer tips to help your team get the most out of them.1. Simplifying Agent ViewsPain Point: Information OverloadOftentimes, t

1020
W
Community Debut
P
Contributor
paula.kirbyContributor
asked in Analytics, Reports & Dashboards
Analytics report on Agent activity

I need to be able to report on activities created by Agents.  Filters should be by Agent, Date and clientHeader level is fine but i need to be able then drill into the ticket id to view the content Is this possible or can it be added as an enhancement request please

2194
Q
Community Debut
RobCrossHM
Skilled Expert
RobCrossHMSkilled Expert
asked in How do I....?
Configure prefix for ticket ID

I’m having a problem where emails that contain the exact same subject line as those created by the system (including the ticket number), are raised as new tickets, and not appended to the existing ticket.I haven’t yet setup the ticket ID prefix, and wanted to ask how others have this setup.I was hoping to use a symbol, like an additional #, but that’s not permitted - how have you all set this up?  

1773
mahendarsingh
Community Manager
jibsan94
Apprentice
jibsan94Apprentice
asked in Automations and Workflows
How affect VIP to Company members?

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!!!

6082
RobCrossHM
Skilled Expert
M
Top Contributor
McLTop Contributor
asked in How do I....?
Looking to limit form fields based on user permissions

Looking to use dynamic forms to only show certain fields based on logon id… Meaning, if a user logs in and that user has a tag (or can use another field) allowing them to see certain data we would show that selection on the form…. But if they did not have permissions we would not… Is this possible?example - customer A is allowed to see a list of customers they supportcustomer B is not allowed to see that list of customers because they have a different role. Is there a way to do this?

512
M
Skilled Expert
MKFish
Apprentice
MKFishApprentice
asked in How do I....?
Date Field = Today will create a private note

I am trying to build an automation for a Follow Up Date field I added to tickets. I would like to have it when the date = today a private note is added to the ticket but I am not seeing that this is possible. It looks like I have to select a date but want a more generic option. Has anyone been able to do this? 

1122
M
Community Debut
R
Apprentice
rubens77Apprentice
asked in Ticketing & Agent Productivity
Problem with attachments

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? 

5244
M
Community Debut
O
Apprentice
osadApprentice
asked in Ticketing & Agent Productivity
problem with sending attachements/screenshots

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?

3434
M
Community Debut

Badge winners

  • Wizard of Creative Thinking (10)
    DaniShas earned the badge Wizard of Creative Thinking (10)
  • Helping Hand (10)
    RobCrossHMhas earned the badge Helping Hand (10)
  • Helping Hand
    icts.aehas earned the badge Helping Hand
  • Lightning (Mc)Learner
    icts.aehas earned the badge Lightning (Mc)Learner
  • Smooth talker (25)
    Navin Denzilhas earned the badge Smooth talker (25)
Show all badges
Terms of Use