Using Freshdesk

Hi Freshworks Community,From my experience, teams avoid disruption when they treat migration as a structured process, not a single technical event.  Here are a couple of practical approaches to help your team migrate smoothly: 1. Plan early and prepare your dataStart planning well in advance. Use this time to clean up outdated records, review workflows, and define what data truly needs to move. 2. Involve your support team earlyPrep work isn’t only technical. Support agents work with tickets every day, so involving them during setup gives them visibility into how the new system works. This helps them understand the “why” behind workflows and troub

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? 

Hi everyone! I’m exploring Freshdesk automation—what’s the best way to trigger an SLA reminder only for high-priority tickets without affecting other tickets? 

I’m looking for a better way to handle scheduled work tied to tickets.Right now my workflow is: Set the ticket status to Scheduled Manually create an Outlook calendar event Paste a note like “Refers to ticket <ticket link>” into the event This works, but it’s very manual and time-consuming.My questions: Has anything changed recently that makes this easier or more automated? Is it possible to create a to-do or scheduled item directly from a ticket with a specific date/time? Is there any native Freshdesk integration that syncs ticket scheduling with Outlook or a calendar? If not natively supported, are there any recommended apps, integrations, or best-practice workflows (e.g., Power Automate, Freshdesk Au

What causes the error?

Hello !When we receive an email from a sender that is not already in the “contact” list, it does not work:no ticket created no trace of the email no auto reply to the customer (aknowledgment)but when we manually add the contact , prior to sending an email, then the ticket is properly created.The documentation says that a customer should be automatically added as a contact thought.Any idea? 

Hi Community,Wondering if anyone can help.I am trying to create a FreshService ticket in PowerAutomate when someone fills out an MS Form. However, the FreshService connector requires the Requester's ID, which I thought would be straightforward. I added the dynamic content email address from the MS Form response, but it fails asking for a number. I need the Create Ticket to come from the user how completed the MS Form does anyone have any thoughts why this is not working or how I could achieve this? Many thanks 

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.

I noticed that in automations, there are only triggers for tickets. New tickets or tickets updated. I need automations for new and updated contacts. For some reason, Freshdesk does not seem to support this. I cant even get it working on Zapier either. Any thoughts?

Hello, I can aceess https://domain.freshservice.com/api/v2/tickets/{ticket_id}, but I can't access https://domain.freshservice.com/api/v2/tickets/{ticket_id}/csat_response. I get:Failed to retrieve ticket: 403{"code":"access_denied","message":"You are not authorized to perform this action."}The account from which I'm using the API key has all the roles and permissions. Thank you!

I’m newly responsible for maintaining our knowledge base and I’ve noticed several pieces of text that are prone to changing and appear throughout the base. Product names, addresses, phone numbers, so on. It’d be great to be able to set a static variable that can be updated once and automatically change the content everywhere that variable is used. For example, lets say I set {OfficePhone}=555-1212. Everywhere I use {OfficePhone} in the Knowledge Base, it’ll display as 555-1212.  Next week, we change our number to 555-1213. Instead of updating it every page where {OfficePhone} appears, I just change {OfficePhone}=555-1213 and the pages update automatically. Is that possible?

Hi everyone,Currently, the majority of our contacts are associated with a company.We use a custom text field on the Company object called “VAT Number”, which is unique and works well to identify companies.Here’s what I’m seeing so far: I can successfully search for a company using the custom field VAT Number However, when I search for the same VAT Number in the Contact search, no results are returned Question:Is there a way to configure the contact search bar (on ticket creation) so that entering a company’s VAT Number will return all contacts associated with that company?Target functionality:When someone calls in: The agent asks for the VAT Number and the caller’s name The agent searches using

I’m making requests to bring ticket data and I’ve included the stats. However, I noticed that in some requests the first_responded_at field has a date before created_atExample: "created_at": "2025-08-04T21:17:28Z",        "updated_at": "2025-08-29T14:40:53Z",        "associated_tickets_count": null,        "tags": [            "PROD02221-594"        ],        "stats": {            "agent_responded_at": "2025-08-06T20:43:38Z",            "requester_responded_at": "2025-08-06T19:47:42Z",            "first_responded_at": "2024-12-02T21:53:47Z",            "status_updated_at": "2025-08-11T15:30:51Z",            "reopened_at": null,            "resolved_at": null,            "closed_at": null,            "pending_since": null What could be causing this?

Hello Freshworks Community,I’m looking for advice on how to automate workflows effectively in Freshworks products. I’d like to learn about practical tips, common challenges, and ways to improve efficiency using automation.

On the Freshdesk contacts page, how can I customize the fields/columns shown? I want to hide “Facebook” and “Twitter” and show a custom customer field (“Department”) that I created. Is this not possible on the Growth plan?

I have some tickets, that have been created internal and marked as a bug status. The problem is we do not respond to this ticket, which then triggers the “FIRST RESPONSE DUE” status. I have tried sending a response but this still isn't cleared.Any help is appreciated  

Hello, I’m trialing Freshdesk for our customer support flow, and would like to forward some tickets to it without involving IT and email mapping. Is there an email I can send to?I’ve been trying to forward a few tickets to newaccount...freshdeskcom...@....freshdesk.com, which is the the default configured freshdesk forwarding address, but there are no new tickets appearing.  What is the current method of testing Freshdesk? ThanksNitay

I set up an Enterprise Freshdesk instance independently for my team outside of IT since they were not ready to commit and now, they want to discontinue mine, set up a new Enterprise instance, expand it to other teams and basically take ownership. I spent a lot of time setting up the automations, fields, etc and we have been using Freshdesk for well over a year now. Is there any way for me to export everything I have created so I can import it into this new instance? Or do I have to manually recreate everything all over again?

An internal policy we have is to keep the conversation the customer has to the same agent whenever possible. I’m looking for a way to set the assigned agent as none if the assigned agent is unavailable and the number of agent responses on the ticket is 0.It appears automations can only reference agent availability for Update Automations, and not Time based automations.Any ideas on how to achieve this? Just not possible?We’re currently just telling the team to set themselves as unavailable half an hour before they end a shift but would prefer something more reactive.

Hi all - We’re in the process of rolling out multiple Freshdesk portals for different customer groups (like Client Support v Internal Support v Partner Support, etc), and we’re running into limitations with portal access control being applied to broadly at the account level.  What we’re trying to accomplish: Create separate portals for different customer groups/segments Restrict portal access by domain (e.g., only @companyA.com can access portal A, only @companyB.com can access Portal B). Avoid making those domain restrictions apply globally across the entire Freshdesk accountThe issue is that Freshdesk’s access control seems to apply at the account level, not per-portal, which makes it hard to lock down one portal to a specific customer group while still keeping other portals accessible to different domains. Has any successfully:Scoped portal access by domain on a per-portal basis?

I am attempting to set up a Webhook Freshdesk automation to PUT ticket data into my CRM. I need the company_ID in the data but cannot get anything to come through with the other fields.I have tried all of the following:{{ticket.contact.company_id}} {{ticket.contact.companyid}} {{ticket.company.id}}} {ticket.company_id}} {{company_id}} {{ticket.contact.department_id}}None of these returns any value at all. What is the correct tag for pushing the ID of the company?

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles but they “snap” back to where they originally were.For context I have Admin and Agent permissions.Any help or known issues would be appreciated. I haven’t found any answers searching so far.

Due to security requirements, users have started sending digitally signed emails. But in freshdesk we just see “not given” and smime.p7m attachement is visible.Please support decoding or displaying the content of S/MIME encrypted attachments.  

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:postmaster@outlook.comYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this I

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created.  But now it doesn’t use the full name, but rather the 1st half of the email address.  Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name.  So we have to manually update each new contact / leads name.Freshde