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Using Freshdesk

Using Freshdesk

CX and Customer Support

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asked in Ticketing & Agent Productivity

disable mouseover popup on ticket view

is there any way to disable the popup box when I mouse over any item in the ticket view window ? Sometimes they dont disappear and I have to mouse over other things to get them to go away so I can read whats under the popup box. It’s so irritating and I can live without any of the popups, so I want them disabled. ...Or is this something I have to install a popup blocker in my browser and blacklist part of our freshdesk page ?

JosueCContributor

asked in How do I....?

Automation on ticket update: perform actions specific days

It would be good to be able to perform an action automatically on selected days, o periods only.For example, to add a tag automatically if an action/update takes place on a weekend.

SarikaContributor

asked in Ticketing & Agent Productivity

Search/filter tickets which an agent has worked with

Is there any way an agent can check the recent actions or possibility for them to search the tickets which are not assigned to them anymore but they added a note or handled the ticket in its life cycle?

Varunkumar PalanisamyApprentice

asked in Knowledge Base

The term "runonflux" is appearing above the meta title and description of my Freshdesk support articles when searched on Google.

My problem is that we are using Freshdesk as our helpdesk and knowledge base tool. We have hosted several support articles through Freshdesk, which are currently accessible on the internet when people search for our brand with 'Support', such as 'signeasy support'.In our case, when searching like this, our support pages appear in the results, but with the name 'runonflux' at the top, just above the meta title and description of each page. This occurs for all of our support articles appearing on Google with this title for each page.I have attached a screenshot for reference. Please let me know if there's any way to change this or provide guidance on how to fix it. I couldn't find the same name anywhere in our page source code, which prompted me to reach out here.

TintinSkilled Expert

asked in Portals, Emails & Other Channels

Position should be from

Does anyone here experience this issue. See attached screenshot,

dgoodContributor

asked in Ticketing & Agent Productivity

Having a flag when creating a custom status to have it be included in the 'resolved' group.

We would like to request the ability to flag custom statuses as part of the "resolved" status group. In the default dashboard, there is a prebuilt "All unresolved tickets" filter that currently includes all tickets marked with status that is not ‘resolved’. We have created a custom status of ‘Scheduled’ that is being categorized as unresolved and being shown in the "All unresolved tickets" list despite no work needing to be done on that ticket until it’s scheduled time. Use Case:A ticket with a custom status "Scheduled" is pending reopen a month out but is currently being counted as unresolved in the dashboard. Categorize this status as "resolved" so that it does not appear in the "unresolved tickets" list until it reopens on it’s scheduled date.

Abd56ullahApprentice

asked in How do I....?

How to Integrate Freshworks CRM with Other Business Tools?

Our company recently adopted Freshworks CRM to manage customer relationships and sales processes. However, we also use various other business tools like email marketing platforms, accounting software, and project management apps. To enhance efficiency and ensure seamless data flow across these platforms, I need to integrate Freshworks CRM with these tools. I'm looking for guidance on the best integration methods, potential challenges, and how to troubleshoot common issues that might arise during the integration process. Additionally, I want to understand the benefits of these integrations and any specific APIs or connectors that are recommended for this purpose.

joshvengleyContributor

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

ops-sapporoApprentice

asked in Automations and Workflows

Error when editing an automation rule

Hi,I got an error “Check the rule configuration” when trying to edit “start_date” and “due_date” in an automation rule that already exists and has been edited hundreds of times.It started on 8th April, 2022.Prior to that, I have been editing the rule every morning and I’ve never got this error.Can anyone tell what is going on?

mikeproApprentice

asked in How do I....?

Frontegg SSO integration blocked by Freshdesk?

Team is trying to setup SSO with Frontegg authenticator. Frontegg explains we are being blocked by Freshdesk for some reason… has anyone experienced this and have some troubleshooting steps? I have reached out to support in the meantime.

mikefirstaidApprentice

asked in How do I....?

Some tickets created by email are landing in spam

We moved from one type of form to another, and now some of our enquries are landing in spam, even though there’s nothing “spammy” about them. I can’t find a “rule” where we can set that anything coming from our website forms should not be marked as spam.New form is Fluent Forms in WordPress. The other form that we didn’t have this issue with is Formiddable. How do we prevent this from happening?

robert2Apprentice

posted in Apps and Marketplace Integrations

"Explore Freecine Apk Insights on the Freshworks Community"

Descubra um mundo de entretenimento ilimitado com o Freecine APK, o principal aplicativo de streaming de filmes desenvolvido para entusiastas de cinema. Seja você fã dos últimos sucessos de bilheteria, clássicos atemporais ou programas de TV que valem a pena assistir, o Freecine APK tem tudo o que você precisa. Veja o que torna o freecine sem anúncio seu aplicativo de streaming favorito:

REH62Apprentice

asked in Knowledge Base

Edge/Chrome won't display embedded iFrame PDF in Freshdesk but will in Freshservice

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code.Is there a setting in Freshdesk that I can turn off to prevent the code being appended?Thanks in advance for any assistance.

panksiApprentice

asked in API and Webhooks

generateTargetUrl() generates url that is common for whole space

as said in the title,The hook url that was generated for me was baseurl//event/hook/freshdesk for example.How do external events work then, is this hook tied to the space or to the each installation?will it fire 35 times if 35 agents use the app?

wonderkindApprentice

asked in Portals, Emails & Other Channels

customer can't submit new topics - access restricted

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

Vignesh RajApprentice

asked in Automations and Workflows

Automate a reply message to the WhatsApp users

Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.

apellotApprentice

asked in How do I....?

Two end-users cannot attach pictures to tickets

Two users on my network are unable to send picture attachments along with their tickets. Those are all the details I have as of now. Any general ideas where to begin in Fresh Desk?

TamilarasiApprentice

posted in API and Webhooks

Issue with Retrieving Email Field in Contact Search API Response

I'm facing an issue with the Contact Search API. When I call the API to search for contacts, the response includes fields like phone, ID, and name, but the email field is missing from the results.Has anyone encountered this issue before? Are there any specific settings or permissions required to retrieve the email field?

HBussApprentice

asked in How do I....?

How to hide the popup "out of office"?

When I have set “out of office”, a popup appears in the corner down right. It hides a button “update” and i cannot close it: How to deal with it?Thank you for helping.

TintinSkilled Expert

asked in Portals, Emails & Other Channels

Ticket Fields disappeared from ticket forms portal

Hi, Does anyone here experience the disappearing fields in ticket forms portal but visible in ticket fields? Thank you

tathagata.basuApprentice

asked in How do I....?

NEED HELP WITH INTERNAL VRS EXTERNAL ARTICLES IN KB METRICS

Team,We need to see the number of articles which are internal and external (clients view) in the Knowledge Base Metrics dashboard based on the folder visibility. This would immensely help with pulling the metrics more accurately and out of the box.

The CenterContributor

asked in How do I....?

freshdesk support

How do I report a bug to Freshdesk? Support lets me go in and make a ticket; but when I go to submit this is what I get:“We are sorry. You have been restricted from accessing this helpdesk page.” Kind of strange that an app that is about processing bug reports doesn’t even let you report bugs…

KVertreesApprentice

asked in Automations and Workflows

Liquid filter to allow for inclusion of line breaks

We have integrated our Freshservice environment to a partner’s Service Now environment, which is working very well - with one exception. The formatting of the Service Now text is getting removed during the integration. Here’s an example message that’s coming from Service Now. The \r\n line breaks are showing this across multiple lines in Service Now."Your issue (INC-1XXXX) has been deemed solved. Please review the attached notes for more information: Good morning!\r\n\r\n I have added the XXXXX. This section of the XXXX.\r\n\r\nRegards\r\nXXXX "The body of the POST Command includes the following line: "Description": "{{ticket.description | sanitize_html}}"I believe santize_html is removing the \r\n breaks from the description as it’s handled in the POST processing. Is there a way to allow for these to be included, or to replace the \r\n with a <BR> character before it’s cleaned up by the sanitize_html command?Have also seen a reference to try {{ticket.description | url_enco

thantsakoumisApprentice

asked in How do I....?

Automation to meet First Response Time SLA

Hello community,I would to ask if there is any idea / automation on how to meet First Response SLA in Freshdesk using an automation rule?This is because we have very tight First Response SLAsThe rule could for example imitate the response of the agent by just sending out some basic information of the ticket.Happy to hear your suggestions.Thank you,Thanasis

thisismebb22Top Contributor

asked in Analytics, Reports & Dashboards

asset to purchase order report or view

The PO analytics seem to give you a view into how many assets are associated with a PO but does not identify them. Similar for asset analytics... I cannot show the PO associated with the asset. We need to report on this on many objects related at once and not have to drill into each asset to see the related PO. In other words we need to see all assets associated with a PO in one pane of glass.

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