Using Freshdesk

When an Email is sent by customer, few TO Email Address are marked along with the Support address and when the agent is replying, customer wants the To Field to be editable so that the response can be provided to the actual To ID of the email instead of the Sender of the email, Possible?

Hi, I’m looking for a way to change the from email address on NEW emails only, at agent level or even by group. I am not looking to default the email address on ticket replies, only new emails.The scenario I have is that our incoming emails are from our US and our UK business and therefore when we reply, we want to retain the same email address as the user contacted us on. When we send new messages, they are often sent from a specific team such as accounts or marketing and they don’t want to have to change their ‘from’ email address every time they send a message. I would be grateful for any suggestions. Thanks, George

I’m an adminstrator role user in freshdesk account.I need to migrate agents from freshdesk source account to destination account.In postman I Posted a contacts successfully with correct API key and url:http://{{dest-baseurl}}/contactsNow i am posting agents with same api key and same base url but it is giving me 403 error.http://{{dest-baseurl}}/agentsPOSTMAN ERROR:{"code": "access_denied","message": "You are not authorized to perform this action."} Please note that i can successfully add Agents from the freshdesk UI. Adminstration > Equipment > Agents > Add New Support Agent.This leads me to a freshworks domain where i can cre

For VIP/Premium customers, I’d like to show them a button (or checkbox) on the portal, but hide it for other customers. For example, if the logged on user is related to a Company which has a custom field of “Company Type” and the value is “Premium”, then show a button/checkbox which says “escalate this ticket”, and if that checkbox is ticked, then a mandatory “Please explain the reason why you want to escalate this ticket” text box. Any chance this is possible - perhaps someone has done something like this before (although couldn't find on the Community)!? What if the contact is related to multiple companies!?

Hi.We search for ticket tool which will help us to manage issues send by our corporate customers in to our mailbox.Customers send us their tickets with their ID numeration - hundreds in a single day. Customer send us standarized Tickets that has their ticket ID in e-mail subject or body, like:ZAYearMontDayNextnumber (ZA2012106050987)H/9digitnumbers/3alpanumerical (i.E. H/873459876/CNL)C-H6digits.2digits (i.E. C-H763452.34)We are looking for solution:1 to automaticly parse those ID to external ID custom field2 to automaticly connect several emails containing the same external ID (so we will have order ticket and complaint ticket connected somehow in our ticket system)3 to add some tags or issue type when e-mail body/description contains specified words (like ,,complaints” - add ,,complaints” tag or when ,,order” - add ,,order” tag) - i found triger that automaticly finds a word in ticket subject but can”t find a triger tha

one of my colleagues has been trying to integrate the 3-strike process with an automated response:2 days after no response - 1st automated “No Response” message2 further days - 2nd automated “No Response” message1 further day - 3rd automated “No Response” messagenext day with no response, ticket closed with confirmation of no responsehowever, when trialing, the automated messages work with hours apart, but not days apartany idea what could be causing this issue?

I want to export and send information to sales of tickets that had the word “xxx” in the subject or the description field of a ticket and append on the user contact info. I used admin - account - details - export data to get the current database from freshdeskI decided to use Microsoft access database to do the left joins between the ticket table and the user table.I imported the the tickets, companies, and users xml file into the databaseI had to change the long fields like body, body-html, description, and description to type memo before importing, It was a bit tedious to import the 39 ticket files and 31 user files but it worked fine. I discovered by trial and error that the the helpdesk-ticket request-id is a key to the user table’s id fieldand the customer-id field is a key to the company table id field. All worked fine and I ended up with this query.  Not all the company names populated so maybe customer-id

How do you join?  Is there audio?  

When we add a private note to a ticket, the ticket ID is included in the email. When we reply to a private note, the ticket ID is not in the email. Any idea how we can set ‘reply to note’ to include the ticket ID?

Hello! We are using the Freshdesk API to load articles into our company website. We have two distinct audiences that visit - employers and workers - and have categories setup for each of those. We are able to build distinct pages that load only the folders/articles relevant to each by using the List all Solution Folders in a Category endpoint.We also allow for visitors to search for articles. We would like to limit the search results to only articles/folders within a specific category. For instance, if a visitor uses the search from the Employers page, we only want articles that are part of the Employers category to appear.Looking at the Search solution articles endpoint, it appears this only takes a ter

Hi all,I would like to know if there’s a straightforward way of calculating the ticket resolution time for a selected date range and/or group/agent through the API?The endpoints don’t really make too much sense to me.The /search/tickets endpoint only allows for 300 results and has not ticket stats, so I would have to get the ticket ID and make API calls to each individual ticket to get its stats;The /tickets endpoint doesn’t allow proper filtering and has a limit of 30000 tickets, which makes it impossible for me to find the tickets I want for a period of 1 yearI have exhausted the possibilities here on how to calculate the Resolution Time for long date ranges…Can anyone enlighten me, please?Thanks!

I understand that this may take a bit of customization, but before I dive too much into that I wanted to see if anybody has had any experience with the following: We have multiple companies with individual contacts associated with them, each contact handling different tasks at different times. I want to enable a way in the customer portal for a contact to be able to change the assigned contact of the ticket to a different individual in their same company. Is this theoretically possible?

Bonjour,Je ne parviens pas à appliquer les SLA sur les tickets.l’échéance du ticket se met automatiquement à 7 jours alors que j’ai programmé 48h.

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   

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

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.

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 

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.  

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?

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 

Hello everyone,I'm using the bulk update FreshDesk API V2 to update tickets status to Resolved (status=4).When I send a list of ticket IDs, some of the tickets are updated some of tickets not.Sample of request:curl -v -u <USER:PWD> -H 'Content-Type: application/json' -X POST 'https://COMPANY.freshdesk.com/api/v2/tickets/bulk_update' -d '{"bulk_action":{"properties":{"status":4},"ids":[667243,667639]}}'Sample of response:{"job_id":"374d1fb9-93cf-44c4-932e-0571075dc034","href":"https://COMPANY.freshdesk.com/api/v2/jobs/374d1fb9-93cf-44c4-932e-0571075dc034"}Looking the FreshDesk dashboard the status never change.When I try to check the progress I had:{"code":"access_denied","message":"You are not authorized to perform this action."}However, if try to mak

Anyone know what are the required fields to create a user? Getting an invalid_field error. image is attached.

As a product enhancement, please can we request the ticket ID is placed at the start of the subject line when a ticket is first created. This is best practice with most other service desk providers.

Hi Community,Wondering if anyone can help.I am trying to create a FreshService ticket in PowerAutomate when someone fills out an MS Form. However, the FreshService connector requires the Requester's ID, which I thought would be straightforward. I added the dynamic content email address from the MS Form response, but it fails asking for a number. I need the Create Ticket to come from the user how completed the MS Form does anyone have any thoughts why this is not working or how I could achieve this? Many thanks 

When I press “Forgot Password” we never receive an email for password reset, whether on inbox or Spam folder.