Using Freshdesk

I spent 15 mins with Support today trying to create Business Hours for New Years day. Since it is in 2025 it’s not possible.Ludicrous!

Hi everyone,I’ve recently been exploring how Freshdesk’s custom blocks and layout flexibility can be leveraged for industries outside of tech — specifically for small, local food brands that want to create a customer-friendly help center or FAQ portal.For example, I was helping organize content for a Filipino food brand that offers traditional dishes like The Original Pancit Malabon, and I realized how effective Freshdesk’s structure can be for showcasing product details, answering common customer questions (e.g., about ingredients or delivery), and building brand trust.In these cases, clarity and cultural identity are key — and customizable hero sections, video blocks, and quick-link menus really help users navigate without feeling overwhelmed.Would love to hear how others are using Freshdesk to support businesses in unique industries like food & beverage. Any tips for improving visual layout without compromising on speed?Thanks!

If there a way to use a widget so the widget is always open and embedded in the middle of the webpageI would like it to be always open as it is on this website https://www.directline.com/car-cover/contact-usI can only place it bottom left/bottom right with a help buttonIf I try and use an iframe, it no longer appears bottom left or right, but the content does not load. 

Hi,I cannot setup Freshdesk app.It does not recognise the url (copied and pasted from working desktop). It will not send a reminder. “unable to send a reminder at this time”. It has been saying that for 12 hours.Brand new Lenovo tab M8.  Android 13.Any ideas please? 

Managing a support desk operating in one time zone only, but handling customers from multiple timezones, is a challenge. Let's imagine this:My helpdesk has 1 agent. This agent works in timezone EU. This agent handles both customers: Customer 1. Their contracted SLA with us uses business hours in EU, same as the agent.Customer 2. Their contracted SLA with us uses business hours in US, not the same as the agent. How can I set up Freshdesk to support this - so that:In a ticket queue sorted by "Due by" it is related to the specific customer's business hours, and not the agent group business hours? When I pull report on for example SLA violations, these SLA violations are related to the relative business hours of the customer?Example:Customer 2 reports a ticket that has a 1 hour resolution time. They report the ticket at 4PM (US time). The agent (working in EU time) resolves the ticket at 8AM (EU time), therefore violating the SLA. When SLA follows the agent (group) this ticket’s SLA would

Hi everyone! I would like to ask for some help.I have the task of integrating FreshDesk with Power BI. Here in the forum I found some steps, but I still have doubts and need help to move forward with this demand.I would like to know if there is a step-by-step tutorial for beginners on how to do this integration. From scratch! Because nothing like this has ever been done in my environment. I have already done this configuration: and now I need the steps to proceed with the integration. Can you help me? I would be very grateful! Best regards.

When we want to email a Suggested Solution as Inserted Content, the footer logo's get sized 3x or more when recieved in the email.How can we prevent this?Article:Email:Comparison: Any help would be appreciated.

Hi everyone,  How can I see what users have an active client portal account? Doesn’t appear to be any report.Can’t de-activate and customer from logging in.Can’t allow just a group of users/customer segment to use it (yes know can do to knowledgbase).Anyone found another solution that links with Freshdesk. Thanks in advance. 

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I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.

Hi,I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details?Thanks

When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic. However, we cannot find any user reply to the ticket as a comment on the forum topic.Is there a way to convert the user’s ticket reply as the forum comment? Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.

Moose Red portal theme for Freshdesk This template is fully compatible with Freshdesk Mint.Moose Red portal theme for Freshdesk has a modern wave pattern. The homepage layout features prominent custom blocks with icons overlapping the hero unit. These blocks have static links to any page on your portal. The search option is in the header on all pages, and your users can find it easily. Moose Red theme for Freshdesk has a lot of extended functions that aren’t offered in other templates: Internal pages with a bespoke design for excellent customer experience. Different homepage layouts with or without a background image. Additional formatting components in articles that make your content easier to read. DIY branding and customization with HTML and CSS. Advanced branding and customization from Freshdesk experts. Freshdesk portal homepage Additional formatting components in articlesEasy-to-use formatting components are a step forward compared to other themes. You can make your artic

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

I would like to assign several companies to a contact because he is in charge of them. I used to be able to link multiple companies when creating a contact. Now it is no longer possible. Has something been adjusted ?

I’m new to Freshdesk and have been attempting to import our assets from a csv file.The importer seems to run just fine, but always fails on the date formats.I have set the date format to the default YYYY-MM-DD HH:mm, which is also the exact format used in the csv file.Is this a bug, or am I doing something wrong?

Hello all,As the title says, Is there a way to automate adding a to-do list to a ticket. I am looking to attach a list to a ticket based on certain conditions, so as whosoever picks that ticket knows what all steps are required to resolve it. I open to using 3rd party app. The endpoint to create a to-do list is also not available unfortunately. Thanks 

Is it possible to revoke portal access for a single customer?

I want to disable LOGIN and SIGN UP button. PFB : 

Hey there, I’ve been experiencing problems while logging in to FreshDesk via Firefox ( 99.0.1 ). When my agent tries to login it just reloads the login page. No problems occur when logging in with Edge. Here’s what I tried to solve the problem:Deleting Cookies and History (did not help)complete new installation of Firefox (worked for 24 h)Changing the role of the agent (worked for 24 h) Here’s the real mystery: We have a Log-in-again-after-24-hours-policy in FreshDesk. 24 hours after Using the “Change role” way we experienced the same problems again.But changing the role did not help us this time.Resetting the password did not help, either.Of course deleting cookies and history neither.But this time it was not just a reload of the login page but we got this: First this screenAnd when we tried to login with the correct password Is there anyone out there experiencing the same problems or can give me any idea what to try next? Thank you in advance! Ulf

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I’m looking for a way (workflow or alert) to auto create an incident or service request that's attached to the contracts > contractor feature when a contract is set to expire. 

Hello Everyone! 👋We’re all set for the upcoming Freshdesk Custom Objects walkthrough session by  ​@pranav.venuturumilli and Bindu , and I wanted to open this space ahead of time so you can get everything you need.✅ Have questions already?If you’d like our experts to cover something specific, feel free to drop your questions here in advance. Even if you can’t make it live, we’ll make sure your questions are passed along.🔗 Joining linkYou should have received the Zoom registration link by email, but in case you haven’t, here it is again: https://freshworks.zoom.us/webinar/register/WN_zc1VkOwISK-KzdVBX7Zyng🎥 RecordingIf you can’t join us live, don’t worry. The session recording will be posted right here on this thread after the event, so you can catch up anytime.This thread will also serve as a follow-up space — so you can continue the conversation, share takeaways, and ask anything else once the session is done.Looking forward to seeing you there! 

Hi everyone, We are an OTA (Online Travel Agency) and we use FRESHDESK, FRESHCHAT and soon what used to be called FRESHCALLER. At the time this message is being written, we have different channels through which tickets are created. The main ones are Freddy the CHATBOT or via incoming EMAILS.CHABOT : We gather a LOT of data from the clients booking (booking date, traveling date, insurance etc.) and we structurally push this information via the CREATE TICKET verb of the FRESHDESK API at the end of the CHATBOT CONVERSATION. As a result, the custom fields are filled in and we are able to calculate PRIORITIES (via the AUTOMATION RULES) based on these fields.    EMAILS : Here the situation is a bit more difficult. Let me try to summarize what happens : One of our system (outside of FRESHDESK) sends an email to the client, The client answers this email, via email of course, This client answer triggers the creation of a ticket in FRESHDESK unlike the case of the CHATBOT, here we do not have

Hi all, As the subject pretty much describes it, is there a way for me to link to a specific section to another article as opposed to the one I’m currently editing?I know <anchor id> works for the current article one is working, will this work for link sections of other articles? What amendments should I make to the codes? Thank you.