Using Freshdesk

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 t

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

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 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 alway

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):

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.

I’ve chatted on the chat bubble and they’ve ironically opened a ticket about my issue -  which no one is responding to.  The password changed on the email address that we use for freshdesk (O365). We have Authenticated SMTP allowed on that.If I log in on chrome, there are apparently no issues, but no tickets are getting through. If I log in on Edge, it tells me that the credentials have expired. On either browser, I can log into the account with the new password and it says sign in sucessfull, but then I either get an error saying ‘Error while authenticating the smtp sever…..’ or I get ‘We’re sorry, something went wrong...’I have tried other email addresses as well (that also have authenticated SMTP allowed on them) and I get the same message. Is there something we need to change in O365 admin to get this working (other than the authenticated smtp box)? Any help would be appreciated.  

Can I create a Webhooks with time entry?I have already created bu I can not get the time entry information like time_spent …. I want to do something that the time_spent will be saved on other place.Can you help me about it.Thanks 

Is it possible to automatically create a new ticket when a customer leaves a negative survey? The use case is that as Support Manager I need to track our customer engagement when we receive criticisms or complaints and ideally I’d like a negative survey to create a new ticket, with automation to assign it to a particular group/agent

Hey everyone, we currently have the need for us that we need to create a new entity after a special service request has been raised in another tool we use. This is only possible via API Request. The issue I now have is that the application only allows OAuth2.0 and Freshservice does not support it.Especially getting the Bearer token is impossible as the standard OAuth2.0 needs Content-Type to be application/x-www-form-urlencoded and this is not supported. Is there any way possible or do we need to ask for a feature request?

Hi,is there anyone who knows how to exclude merged tickets from get tickets api call?My current api call is the following one:GET “https://domain.freshdesk.com/api/v2/tickets?updated_since=2021-01-01T00:00:00Z&page=1&per_page=100&include=stats,requester,company,description”The ouput of this call will give me also merged tickets.I saw that the “affected_area” info most of the time is set to “Merget Ticket”, but not for all of the tickets and I did not find any other possible info about the merging.Does anyone has experience with that?Thanks a lot

Hello,I’m trying to troubleshoot integration of third-party communications, and I’m wondering if it’s a technical limitation, or just an error I’ve overlooked somewhere.Due to the high number of issues one of our vendor’s software is generating, we’re currently having staff send their problems directly to the vendor’s technical support team, while copying our helpdesk into the CC field. This generates a ticket on our helpdesk that we can then assign & categorise for later.However, in the email conversations that ensue, while the requestor’s replies to the vendor are captured and added to the ticket, the vendor’s replies aren’t, even though both sides are CCing the helpdesk. (Both sides’ emails are reaching the helpdesk email inbox)From what I understand of Freshdesk email threading ( https:/

All of our SLA’s have a response time under 1 hour.  We want to set up a time-based automation to alert the team when certain first response times are about to expire.  For example, we have a 30 minute SLA for certain case types.  We want a time-based automation to alert the team when a new case/ticket has not received a first response in 20 minutes, but we cannot do this currently because the earliest you can do this is 1 hour.  I also tried to just use an escalation for this inside the SLA itself, but you can’t do it there either.  Can we please get a “minutes” option for time-based automations, or the SLA escalations, instead of “hours”?  This restriction completely breaks basically any time-based automation that has anything to do with SLA coverage.

I created a list of categories and subcategories, however some of the categories do not have subcategories.In such cases, to avoid having empty subcategory fields which skew the data while visualising the subcategories, I added a subcategory with the same name as the category.This can be tideous for agents when they are working on a lot of tickets.Is there a way I can have the subcategory automatically filled with the same name as the category using some sort of automation?(thank you in advance for the help, i have already learned a lot by just reading the community forum)

Hello, I have set up the status page. Everything is OK. I would like to automatically add an announcement to the portal when I publish an incident on the Status page.I tried to automate this but couldn't find a suitable trigger.Can you help me ? Thanks.