Using Freshdesk

Here is an idea suggestion. I am forever telling students and teachers what key sctrokes to press for a particular command or menu. It would be helpful if there were short codes I could insert while editing a response or creating an FAQ that would allow me display keybord keys as small images or icons inline with my text.I was thinking something like this, I type this text in Freshdesk 1. <kbd>Alt</kbd> + <kbd>Esc</kbd> Switches to the next open window   And the user sees this in the KB article, FAQ, or response via the web portalYou could even have a key combo like CTRL-K tht would insert <kbd></kbd> and then all I have to do is put the text in to appear on the key cap.

Email notifications were working fine three days ago.  Now it is Monday and I, the administrator of our Freshdesk account, am no longer receiving email notifications for new tickets, responses, updates, etc.  I also can no longer forward an email to our help desk email to automatically create a ticket.  My other agent is not having any of these problems whatsoever, everything is working completely normally for him.  I have looked through all settings (nothing has been changed in the past three days), support documentation, checked our Exchange server, and it is not a problem on our end.The most troubling part of this is we now have zero way of telling if users are emailing tickets that are not reaching us.  PLEASE HELP!

When I try to update an agent's email, I get the error “The email you are trying to associate with the user belongs to another user in the organization”.There is no contact with that email, neither in “deleted”. There was a user with that email that I created by mistake, without associated tickets, and that I deleted permanently shortly after creating it.

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 have a ticket open with support, but not getting any help/response. Perhaps other customers have experience with this. I am brand new to FS, working on developing automations for my client. I’ve worked with PoSh for many years and written a number of fairly complex Azure Automation runbooks. The orchestrator node is running Server 2022 Datacenter. There are two main issues:Execute command will intermittently not return results, even when running something simple like Get-Service local to the orch server. Sometimes it works. The last time I ran Get-Service , it returned a 400 (permissions), which is nonsense. Ultimately we want this to write ticket fields to a .csv on a remote server for separate processing. In testing I can’t get it to write to file locally, much less to a remote server.I haveRead all the documentation I can find, including the examples Experimented with single and double quoting, despite examples showing quotes not being used. Nothing worksI have confirmedAll

So I’m trying to build an automation that will send me back the reply ( conversation ) id when a new reply has been added to a ticket The problem is I only have access to `{{ ticket.latest_public_comment }}` which is not really enough and I did read https://support.freshdesk.com/en/support/solutions/articles/87018 but I don’t get what’s different between an email notification and an on reply created webhook both should have access to the reply that triggered said event ?I have tried `{{comment.id}}` already and it doesn’t seem to work. 

Hello! I’m currently running into an issue where we’re switching from using the /tickets endpoint to the /search/tickets?query=[query] endpoint. We were previously using the stats.resolved_at field to populate when a ticket was marked as resolved but it seems like we aren’t able to access that field from /search/tickets. I know for /tickets we could do include=stats to access the resolved_at field but when trying to apply the same logic to the /search/tickets endpoint, it errored. Does anyone know of another way to access the resolved_at field from the search endpoint? Seems like a very important field to be missing from the Ticket object. 

Hi all!While you’re in trial mode, is there a way to disable reCAPTCHA in the customer portal for logged in customers?If I go in admin -> portal -> settings -> edit, you can only remove the flag from “Activate reCAPTCHA” only when “all customers can send tickets”. But if I select “Only logged customers can send tickets” the reCAPTCHA option is no more visible.Support team says the reCAPTCHA goes away when you start paying the instance. Do you have any confirmation on that? It seems really strange that this feature disappear only upon payment.ThanksMassimo

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?

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

In our Freshdesk page, we have a check box field. From the check box field, it is expected that user can send a Freshdesk ticket to Zapier automation. However, this check box is not working.According to Zapier support team, they already contacted Freshdesk support team 3 weeks ago but it has not been solved and I was recommended to contact Freshdesk support team.I appreciate if anybody could support with this issue. 

Looking for the right css to hide the name.Reason:  we are using logo, which has name in it.If you UNcheck thisthen all you get on the browser title bar is: instead of Support: Company Name….  All browser pages have something that is descriptive…, but Freshdesk doesn’t separate these two operations.So in order to make the browser title bar more practical, you must check the “Display portal name...”I have inspected the page for this:<div class="fs-22 semi-bold fw-brand-name ms-4" title=""></div>Help appreciated

With Freshdesk, on a Pro license - and with our customer portal.So any user from any of our customers can access this portal and create a user either by signing up or creating a ticket.There are no (?) terms of service for this, and no way for the user to understand how we process and store the information they give us (and Freshdesk).How are others handling this? Have you somehow been able to add your custom terms of service for your users?

I tried to configure it with Captcha and without. Nothing helped. Any solution?URL is: https://wonderkindhelp.freshdesk.com  

I’m looking to expose more than the default fields on the customer facing portal as below.Default is Subject, Ticket ref, created date and statusHow do I add into the overview page additional fields Last CommentPriorityAssigned agent The GUI allows you to add fields to filter on, but not actually show them on the summary page to the customer. (https://support.freshdesk.com/support/solutions/articles/50000004905-setting-up-advanced-ticket-filters-on-your-customer-portal)I believe it needs Javascript but an example of this, or list of fields is not available from FD support.

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 create agents successfully.

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 that search for a word in body/description (in many ticket tools it

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 is not foreign key for company table id field. SELECT [helpdesk-ticket].s

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 term  parameter and returns any articles across all categories and folders.Is there any way to limit the search results to a specific category?