Using Freshdesk

Hi everyone,I am trying to integrate the Freshchat web widget into a custom HTML5 application for bug reporting and user feedback, but I am running into a CSS/touch-event conflict on mobile viewports.I recently integrated the snippet into hang 5, which is a daily word puzzle web app. The game relies entirely on a custom on-screen keyboard built with CSS grid at the bottom of the screen.The Freshchat bubble sits in the bottom right corner. While the visual bubble itself is small, the invisible iframe container (or the surrounding padding) seems to overlap the "Enter" and "Backspace" keys on my game's keyboard when viewed on iOS Safari and mobile Chrome. This causes players to accidentally open the chat widget when they are just trying to submit a word.Has anyone found a clean way to override the widget's default bounding box or z-index so it strictly wraps the bubble without an invisible overlay? Or is there a custom initialization parameter to add more bottom/right margin specifically

Hello Freshworks Community,I’m reaching out here because I have an urgent billing/invoice issue and I have not received any response from the official support channels.I have already contacted:support@freshworks.com billing@freshworks.comHowever, I have not received any reply so far, and my issue remains unresolved.This is becoming quite frustrating as I need clarification on my invoice urgently for finance reconciliation purposes.Could anyone please advise:Is there another support channel or escalation path for billing issues? Is there a direct account manager or escalation email for urgent cases? Has anyone experienced faster resolution through a different Freshworks contact method?I would appreciate any guidance from the community or Freshworks staff on how to escalate this properly.Thank you.

Not all your tickets need to migrate. Filtering lets you move only what matters.Most teams migrate everything by default. Then they spend days after go-live cleaning up resolved tickets from three years ago, closed spam, and test records that never should have moved. Data filtering during migration prevents that.It lets you define exactly which tickets transfer to Freshdesk or Freshservice. Less data means faster migration, a cleaner target system, and less noise for agents from day one.Why filtering mattersMoving all your data sounds safe. It isn't always. Here's what unfiltered migrations lead to:Agents waste time in a cluttered system full of outdated or irrelevant tickets Reporting gets skewed by historical data that no longer reflects current performance Migration takes longer, increasing the window of risk Storage costs in the new system grow from day oneFiltering gives you a cleaner starting point.One important thing to understand firstThe filters available during migration depe

Most enterprise help desk migrations run on standard shared infrastructure. It means multiple organizations, one common environment, data processed in a pool that your security team doesn't control. For enterprises without strict regulatory obligations, that's workable. For those that do, it's a non-starter.Private Cloud Help Desk Migration is built for enterprise teams operating under strict security policies, data residency mandates, or regulatory frameworks that shared infrastructure can't satisfy. If your legal, security, or compliance team needs to sign off on how and where your data is processed during a migration, standard tooling typically can't give them what they need .If your team is asking questions like "where exactly is our data processed during the transfer?" or "can we guarantee it doesn't leave a specific region?" — shared infrastructure doesn't have a satisfying answer. That's the gap Private Cloud Help Desk Migration exists to fill.What actually changes with Private

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.    

I’m looking to see if anyone is using Freshdesk for internal tickets, as well as customer tickets.We have Freshdesk deployed, and despite only being 3 months in, we’re using a lot of functionality.I’m looking to see if we can decomission the tool that we use for internal tickets, but I can’t see how I can associate an agent with our internal company - to then create some views/email alerts for internal tickets.Currenty, an agent can log a ticket against thier own name, but it gets lost within the customer tickets.Is anyone doing this, or have you a seperate instance of FreshService (or another tool), for internal tickets?

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.

Hello everyone,We would like to understand the recommended procedure for deactivating contacts in Freshdesk.Specifically: Is there a way to deactivate a contact without permanently deleting it? What happens to existing tickets associated with that contact after deactivation? Are there any best practices to ensure reporting and historical data remain unaffected? Is bulk deactivation possible? We want to ensure we follow a clean and compliant process while keeping our historical ticket data intact.Thank you in advance for your guidance.

Hi everyone,I have a question regarding a change that took place not too long ago—with an update that I believe occurred in November of last year—where FCR, DSR, and Unable tickets are no longer recognized as non-violations. This is affecting our metrics. What are the possible ways to resolve this? Thank you in advance

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? 

Hello Folks!Here’s a quick look at what’s new with Freddy AI for Customer Service this month. These updates are aimed at improving both agent productivity and admin control—plus, a few exciting features are now in public beta! What’s new with Freddy AI for customer service this month? There’s a lot of new updates and enhancements that we’re rolling out to customers using our customer service products with Freddy AI! Here’s a quick summary for everyone here. Reply Suggester is now in Public Beta:  Agents now have access to AI-powered reply suggestions (generated using solution articles) to respond to incoming customer queries, resolving tickets faster and more accurately.Learn more |  Freshdesk and  Freshdesk Omni Freddy AI Agent can evaluate itself: AI agents will generate a diverse set of customer queries to self-test their responses to identify knowledge gaps that need to be patched with more knowledge sources.Learn more |  Freshchat and  Freshdesk Omni  The enhancements that are hap

when I send latest public comment in email, it sends the attachment as hyperlink and not as an attachment which is causing issue of logging in again to freshworks. Can you suggest any way to send comment attachment through API or email?

Most teams migrate to Freshdesk, turn on Freddy, and wonder why accuracy is low. The answer is almost always the same: the data went in the wrong order.Why Freddy fails after most migrationsFreddy AI draws on two sources to do its job: your Knowledge Base and your closed-ticket history. Both matter, but the sequence in which they arrive on the platform matters just as much as the content itself.If you migrate tickets before your KB articles are in place, Freddy starts indexing ticket content that references articles it cannot yet retrieve. The AI routes intent correctly but generates responses from a blank KB — or worse, hallucinates content that isn't there.If you migrate unresolved or low-rated tickets, the problem runs deeper. Freddy's auto-triage and article suggestion features learn from the interactions you feed them. Open tickets have no resolution, so they add noise rather than signal. Low-CSAT tickets teach Freddy the patterns behind your team's worst responses — the apologies

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I create a new portal or a custom section in the theme (we have a custom theme with Breezy)? I’m not sure what is possible.    

Every time we reply to a ticket the default text it enters is Hi <Firstname> <Lastname> Is there a way to change this to just the firstname?  Every agent we have the first thing they do is have to edit the first line. 

Using: /api/v2/search/tickets?query=[query]:The official FreshDesk docs provide this limitation: "The number of objects returned per page is 30; also, the total count of the results will be returned along with the result" and "To scroll through the pages, add page parameter to the URL. The page number starts with 1 and should not exceed 10." This implies that I can only account for a maximum of 300 objects (tickets). What if I have more than 300 objects to account for in a specified interval, say within an hour?The ‘created_at’ parameter is strictly a date datatype (YYYY-MM-DD), so I cannot partition the data according to hours, which would otherwise have been a solution that circumvents the pagination limitation. Using: /api/v2/tickets?:Another significant limitation is the ‘updated_since’ parameter. It only applies to tickets that have been updated at least once during their lifespan. Tickets that are not updated will not appear in the API response, further restricting the data that

Hi, I just newly signed up with the trial account but keep on getting this issue when creating tickets:https://global7925.freshdesk.com/ Appreciate your immediate response on this as this is needed for a client demo. Thanks!

Hi Freshworks Community!Your help desk migration has a blind spot. Every ticket is updated as the data transfers.Businesses lost $3 billion globally in 2025 from poor customer experiences. A migration that drops active tickets contributes directly to that number.The standard approach: freeze ticket activity, move the data, resume work. Tickets still arrive during that window. Agents can't respond. A backlog forms fast, and when migration finishes, updates get missed, conversations get crossed, and SLAs break.Delta migration solves this. It captures every ticket created or updated after your full data migration began, and transfers them to the target system. Your team keeps working on the source the entire time.Why Delta migration matters for live support teamsIt's the right fit when:Ticket volume is high — even a short freeze creates a backlog Your team spans time zones — there's no clean window to pause global support SLA commitments are strict — paused activity triggers escalations f

I am submitting this as an enhancement, as this functionality does not exist, to my knowledge. There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured. We receive tickets through various channels where we need to set or update the Subject for appropriateness and data governance. When tickets are received/created - the original requester email sets the ticket subject. We need the ability to set/update the subject using Automations, Scenarios, and Canned Responses. That way, when we programmatically or manually respond to the requester, the email subject line appears per our Company Policy and branding guidelines and provide consistency for data governance purposes. Furthermore, it is inefficient for end users to update these manually.

Hello,I am currently unable to reset my password on the Freshdesk portal.When I click on the password reset link received by email, I get the following error:"Sorry, we couldn't locate your account..."I have already tried:- Requesting a new reset link- Using incognito mode- Copy/pasting the URL directly in the browserThe issue persists.Thanks

I recently created an account to use the Freshdesk Support Desk and now this error shows up:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account: https://pflegelust-gmbh.freshdesk.com/ Thanks!

Hello everyone,I have a question about custom ticket statuses in Freshdesk.In addition to the standard status values like Open and Closed, I created a individual custom status. The custom status is available in the ticket itself and works there as expected.However, when I try to use this status in an Automation rule, I can only see the standard status values in the dropdown. My custom status does not appear there, so I cannot select it.What I checked so far:The custom status is already created and active It is visible in the ticket status field In Automation, only the default statuses are available in the dropdownMy questions:Is this a known limitation in Freshdesk Automations? Do custom statuses need any extra configuration before they can be used in Automation rules?Has anyone had the same issue or found a solution?Thank you in advance,Markus  

Hello!I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url.I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email. I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well). Thank you!