Using Freshdesk

Looking to get some advice. I connected Salesforce Connector to our Freshdesk. My goal is our Support reps take their Freshdesk ticket and create a Lead in Salesforce. I go to the ticket, I click on the Salesforce Connector and click on Create Lead. The Lead Form that pops up consists of every (over 100) field that are in our Salesforce. And I would have to scroll through all of them and fill out the needed ones and create the lead. All I really need are a few fields that are required for a Lead to be submitted. When I go to the Salesforce Connector App, I see under Widget Settings, under Lead fields, I just have Full Name, Email, and Company. But still when actually using the app, the Lead Form that comes up is essentially unusable due to how many fields it displays. How can I configure the Lead Form in Freshdesk to only display fields that I need?

I have multiple ticket forms two of which are used for Feature Requests and System Bugs. We share a list of all of the Feature Requests and bugs with our customers and I was hoping I could just build a custom ticket view and surface that in the portal. That way it is always up to date. This seems like quite a basic feature for a support portal but not something that Freshdesk portal currently offers which means I am going to have to resort to a manual process of keeping an article up to date. I appreciate that Forum topics could be used to manage the above but that doesn’t work for us as we replicate bug tickets in DevOps and used Freshdesk to manage our roadmap items. Anybody found a workaround for this? Ok, so cannot update title…. “Portal”

I’ve been working with FS support on uneven auto-assignment of tickets. An example of this is that 5 agents show as available, but the same agent was assigned to the only two tickets in the pool that were entered that day (this pool is only for classroom emergencies, so is not high volume) . This happened a couple of times. FS Support shared with me that this could be caused by the agent having a session designated as “idle” in the portal. In that case: “The agent appears active in the logs but remains inactive in the portal, which the system interprets as an idle session (Please note that this is not reflected in the logs). As a result, the agent is marked as unavailable, preventing ticket assignments to them” This means that the availability widget shows the agent as available, but they actually aren’t and there’s no way to accurately get this information. I was pretty surprised that this was intentional design. So I am looking for a way around this or a way to set up my own auto-ass

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

I’m embedding a freshdesk widget onto our dark themed application and everything worksexcept we are getting white border or spacing around the help button, which is extending all around the button and especially out to the left of it. So both the white spacing looks wrong and it also stops elements under the white being clicked which is confusing for the user when not in dark mode.. I’ve discovered that the iframe the widget in is part of the reason why it expands to the left (the default 300x150 iframe sizing) and I can manually reduce it (example below) however there's still the white around the button? So - two questions - any idea why I’m seeing such a big white area - and why is it white and not transparent? What is also strange is if you click on the button so the widget appears, that has a transparent background as it renders the corners properly? Any feedback or insights would be very much appreciated? The problem occurs on both firefox and chrome. This is a laravel application

Hello Support, We have some custom HTML email templates (Built in Dreamweaver) and we want to use these formats in Freshdesk email notifications templates. This is an example of the HTML template: How can I import or insert a custom HTML template for Freshdesk notification templates? Regards, Rafael

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and that were created 7 days ago or older I’m getting emails for tickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old. I’m not getting those emails. here is the flow and the pieces. Any help or guidance is greatly appreciated. The execution log show that the HowOld expression was successful on older tickets but I’m not getting the emails for them.

Concerns regarding the Hep Center (knowledge base) automation Dark Mode Theme: a. Does Freshdesk offer a dark mode theme option? If yes, guide on how to enable it. b. Are there any plans to introduce a dark mode theme for the platform? c. Do we need to install any version for it? Font and Spacing Customization: a. Is it possible to customize the font style and size within the support articles? If so, what customization options are available? b. Can we adjust the spacing between lines or paragraphs in the support articles? If yes, how can we make these adjustments? Related Article Suggestions: a. How does the platform determine the related article suggestions that appear at the end of each support article? b. Is it based on keywords of the primary article, tags, or other factors? Please provide details on the algorithm used to generate these suggestions. It would be great if you can help me with the link and proper navigations regarding the above concerns. Thank You

Does anyone have any experience with this integration? https://support.freshdesk.com/support/solutions/articles/50000009952-dynamics-365-connector-app-for-freshdesk The details say that two way integration isn’t yet available - anyone heard an ETA on that? My need is: Show FreshDesk ticket information in CRM Show CRM company information in FreshDesk

Hey everyone, I just got my first microcontroller and I’m excited to start learning! I have some basic coding experience but have never worked with Arduino Uno before. I’d love some advice on a good beginner project to get familiar with the board and its capabilities. What are some fun and easy projects to start with? Also, any tips on essential components I should buy (LEDs, sensors, etc.)? Would appreciate any guidance or links to beginner-friendly tutorials. Looking forward to your suggestions.

I have been working on a customer portal last year and everything was working fine after publishing it (the SEO was great!) One month ago I stumbled upon the analytics and saw that they dramatically decreased. The organic traffic was very small because Google was slowly taking down our solution articles (400+) and only 8 of them were still indexed. Most of the pages are in status discovered/crawled but not indexed. I checked in various threads and forums and it looks like it is because the main landing page has a wrong canonical defined. https://assistenza.zanichelli.it/support/home has this canonical declared: (https://assistenza.zanichelli.it/support/solutions). I define the canonical dynamically on the header so I don't have a way to manually specify the canonical for the main landingpage. <link rel="canonical" href="{{ meta.canonical }}"> All the other article pages have a proper canonical (dynamically generated) but it looks like since the indexing of the main page fails, Google i

i am new here, welcome all contact me if any one need work help

Hello dear engineers, We are implementing a reverse proxy solution so that, upon migrating from our current FAQ to the FreshDesk hosted one, we can support the validation of all historical links and still serve new content. At first, it all worked well, but progressively we started seeing more and more “403 Forbidden” errors intermittently. This means that pages could either load, not load, or partially load. I suspect that, since now all of our traffic will be coming from a single location, it is possible we have been flagged as potential offenders by your networking strategy. Would it be possible to either confirm/infirm the above? I can provide you with our IP address to be whitelisted for this behaviour to go away. Thank you very much for any help you can provide Regards Kevin

, none of the related Topics are remotely close to my question,I am setting up Freshservice integration with on-prem Endpoint Central. When I test the connection, I only get errors. I added the IPs that Freshservice's “Support” provided, and it still fails. FYI none of the related Topics are remotely close to my question so I am just picking one.

Does the Expiration Reminder for Freshdesk application still work with freshdesk?I tried to install it, but all the explanatory pages provided in the marketplace no longer exist,What's more, it says that the app is free, although on their website I see that it is paid

I have a user who keeps getting this message when logging into Freshdesk. How to suppress it? The user *has* installed the Freshdesk plug in on his Teams. .

Estamos recebendo diversos relatos de clientes informando que usuários com permissão para visualizar todos os tickets da empresa não estão conseguindo acessar esses tickets, que antes conseguiam. Poderiam nos ajudar a resolver essa questão, por favor?

We have lots of email addresses registred in the backend of Freshdesk (ticket receiving mail addresses). When replying to a ticket, the system picks one of these mail addresses as the sender of the response. How can we automate this, or change this, to one mail address of our choice?

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.

I’m trying to create automation that displays reports on users that are offboarding. All of my lists and table end up as nearly unreadable single strings. I’ve tried using web requests that return json and scripts in PowerShell orchestration .. the result is that the results are always printed as single strings: examples: [{"Person":"dhendricks","DeviceName":"tl2612"},{"Person":"a-dhendricks","DeviceName":"tl2612"},{"Person":"dhendricks","DeviceName":"tl-5cg235073f"}] Person DeviceName ------ ---------- dhendricks tl2612 a-dhendricks tl2612 dhendricks tl-5cg235073f Never anything nice and readable, in spite of all of PowerShell’s functions, such as: Person DeviceName ------ ---------- dhendricks tl2612 a-dhendricks tl2612 dhendricks tl-5cg235073f I think something about the orchestration app or the create note node keeps removing any newlines that I put in. Does anyone know what is happening and/or how to fix it?

Hello, When on the main level of the knowledge base, I would like to display less articles under each folder. Right now it will show a pre-view of 5 articles, but I would like to adjust it down to 3 articles showing. Is there a way to do this? ...so ideally I would just the articles test 1, 2 and 3 showing here.

Hi Freshwork community. I am setting up SSO using JWT with Freshdesk (by setting Customer Portal). I implemented successfully but when my customers login. I see their email instead of their name. It is really tough to me when I want to know who they are. I hope to receive your answer soon. Best regards,

It would be good if you had the ability to filter themes by free/premium. It was a pain to click through every theme only to find out majority of them had a cost associated. At a minimum at least provide a list of the free ones, which is only about 4 themes.

My site has a side bar: Instead of displaying “related articles” which are rarely actually related, I’d like to display the Category/Folder list that the article is inside of. It’s the same view that is found on the Solutions Home page. However, if I just take the code from the Solutions Home Page and drop it into the article view, it doesn’t work. It displays nothing: <!--Display Categories and Folders --><section class="sidebar content rounded-6 fc-related-articles"> <h2 class="heading">{{ category.name | h}}</h2> <div class="cs-g-c"> {% for folder in category.folders %} {% if folder.entity_collection.size > 0 %} <section class="cs-g article-list"> <div class="list-lead"> {{ folder | link_to_folder_with_count }} </div> {{ folder | sub_folder_article_list:5 }} </section> {% endif %} {% endfor %} </div></section></section><!-- end --> How do I get this display from the category display page to appear on the article view page?

Moose Purple is a modern-looking and maintenance-friendly theme for the Freshdesk support portal. It is based on excellent customer experience (CX) and the latest design trends. Flawless performance and easy maintenance This Freshdesk support portal template has a clean code that is easy to read, maintain, and modify for other developers. It will provide your customers with an enjoyable and hassle-free experience because it has been tested thoroughly. You may check the theme on any device and make sure its performance is flawless. Consistent colors and good contrast for super easy reading Moose Purple features a few color schemes that follow the design standards. All visual elements are consistent and make content super easy to read and scan. So the theme will leave a professional impression on your users, no matter whether they are meticulous designers or football fans. Extended opportunities for a bespoke Freshdesk support portal You can brand and customize this Freshdesk theme yours