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Using Freshdesk

Using Freshdesk

CX and Customer Support

4774 Posts

RingflowApprentice

posted in Knowledge Base

Supercharge Your Customer Service with Ringflow's AI-Driven Contact Center

Hello Freshworks Community,We’re excited to introduce Ringflow, an innovative cloud contact center solution designed to enhance how businesses connect with their customers. By combining AI-powered features with a unified communications platform, Ringflow offers an intelligent, seamless way to improve both customer support and sales performance.Whether you're optimizing inbound and outbound calls, integrating AI tools, or simplifying team workflows, Ringflow has everything you need to elevate your customer service operations.Key Features of Ringflow:Omnichannel Support: Manage all customer touchpoints, including voice, chat, video, and email, from one easy-to-use platform. AI-Driven Analytics: Use sentiment analysis, real-time coaching, and AI transcription tools to improve communication and outcomes. CRM Integration: Effortlessly integrate Ringflow with Freshworks and other CRMs, unlocking deeper insights and improving team productivity. Outbound Calling Automation: Streamline your sal

Ariyan KhanApprentice

posted in Knowledge Base

How to Improve Ticket Notifications with SMS in Freshdesk

Hey everyone! I’ve been using Freshdesk for managing customer tickets, and it’s been really helpful. However, I’ve noticed that email notifications sometimes get missed or overlooked by customers.I was thinking it might be a good idea to add SMS notifications to send quick updates about ticket statuses or resolutions. Has anyone here tried this before? I found a service that seems to offer SMS integration with Freshdesk, and I was wondering if using a BulkSMS text messenger could improve the efficiency of these notifications.Looking forward to hearing your thoughts! Thanks in advance. 😊

Jeremiah.CarpApprentice

asked in Ticketing & Agent Productivity

Tickets automatically being flagged as spam

Hello,I’m struggling with some tickets that are being automatically set as spam, but by all indications not by any Agents that I’m aware of. Does anyone have any expertise in the area of Spammed tickets? I understand how to un-Spam them, but how do I find in Freshdesk Contacts or Senders that have been labeled as Spam?

JimFieserApprentice

asked in How do I....?

Local helpdesk@our.co email appears in cc field

Due to multifactor authentication, we recently had to change from allowing freshdesk to read our O365 mail to just forwarding the mail out to the freshdesk server. Everything is working, but now when we reply to a ticket that has been emailed in, the helpdesk@our.co address is in the CC line of the ticket. Sending that reply therefore creates another ticket. How do we make Fresdesk remove that email address from the cc line?

PkiesslingApprentice

asked in Ticketing & Agent Productivity

Is there a way to revert back to old View list

Hello Our FD has gotten an update so now that View List stays open and more importantly when going back to the list focus starts in the Search for views.Meaning you have to clikc away in order to use Arrow keys etc. Very annoying.Is there a way to switch back to the old one that showed itself like a hamburger menu and then went away after you clicked the list you wanted?

tboardmanApprentice

asked in Automations and Workflows

Why can't I create more than one webhook in a ticket creation automation?

I would really like the option to create more than one webhook trigger in a single automation rule. Limiting us to one webhook trigger per rule makes no sense especially since I’m only allowed one HTTP action (e.g. POST). There is currently no way to even do multiple actions per webhook, such as 2 POST requests via batching.

snewmanApprentice

asked in Analytics, Reports & Dashboards

Analytics report to highlight tickets that have no timesheet entries

We are trying to be more consistent with making sure our team members are booking time to the tickets they work on.I would like to build an Analytics report (or a Freshdesk view - that would be fine too) that shows all resolved tickets that do not have any timesheet entries against them.I’ve had a good look through all of the example reports and tried to build one myself, but haven’t had any joy.Is anyone able to point me in the right direction for this? Has anyone done a report or view similar to this?

martinj_ukApprentice

posted in AI & Bots

Auto Email Functionality in Freshdesk

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?

ghanajakslApprentice

asked in How do I....?

How do I add new fonts to Google Docs?

To do this, click on the menu showing the name of the font that’s currently selected. In the dropdown that appears, above the big list of currently available fonts, you’ll notice a “More fonts” button: Once you press “More fonts,” a modal dialog window will open where you can start to add to your collection.Fonts Sonic

ArmandApprentice

asked in How do I....?

Images are deleted in tickets after many replies

Screen capture images are deleted in ticket and emails after replies. In outlook we now have to search for the very first email of the ticket to find the images back. It's a daily frustration in Freshdesk.

ygor.silvaApprentice

asked in API and Webhooks

Hello, how are you guys ? I have a question, anybody already use API to disable users in freshdesk administration ? I need to creat a automation to deactivate and create users in freshdesk admin control, but i can’t find any documentation for this action

JoKingContributor

asked in How do I....?

Is there a way to archive form templates?

Some templates are used periodically so they do not need to be visible until certain times of the year. Is there a way we can archive ones we don’t currently need? We don’t want to have to delete them only to have to recreate them again later.

JBH ABCISApprentice

asked in API and Webhooks

"List All Tickets" API, filtered by Group or View?

Hi. We’re trying to pull ticket data into our reporting/insights platform.The main idea is to start with a simple last-updated date filter (e.g. 2024-12-01), then paginate as much as we can, then change the filter (e.g. 2024-12-01T15:30) to narrow the date range and collect a new set of pages.I have two problems:We have a ticket type for automated logging, which tends to be the vast majority of tickets. I don’t need to report on this, but it adds a lot of noise if I use the “v2/tickets” endpoint, because I can’t filter it by type. Outside of automated logging, our ticket volume can be over 300 tickets per day, and “v2/search/tickets” can’t filter updated-at by timestamp, only by date. There’s no way to use that endpoint for this pagination approach.So I can’t have both type-filtering and timestamp-filtering in the same endpoint. Right now, I’m just using the “v2/tickets” endpoint and discarding anything for the unwanted type, but this still results in a lot of unneeded API calls. We co

KhimanTop Contributor

asked in Automations and Workflows

Is it possible to configure SLA with custom company fields ?

Hey, I do not see any option to use something like a company account tier (which is a built in field) to filter the tickets on which the SLA will apply on.Is that not possible ?

mh6Apprentice

asked in Automations and Workflows

Automatic Reply Outside Business Hours with Freshdesk & WhatsApp

Hi everyone,We’re using Freshdesk along with WhatsApp and are looking for a way to set up an automatic reply when messages come in outside of our business hours.I’ve tried using the API endpoint /api/v2/tickets/[id]/reply, but unfortunately, it’s not working as expected.Has anyone successfully implemented this or can share some tips on how to achieve it? Any help would be greatly appreciated!Thanks in advance! 😊

colmoseApprentice

asked in Knowledge Base

Order folder articles alphabetically Z-A

Is there a way to order tickets alphabetically from Z-A rather than from A-Z? We currently have manually sorted tickets which have titles with versions at the end (like "XXXX 1.2.3" where XXXX never changes) but want to switch to alphabetical ordering so the highest numbered versions show at the top. Is there a way of doing that?

posted in Getting Started

Support european keyboard shortcuts

Today if you have a european keyboard, you cant type ~ for closing a ticket - because on a european keyboard its a combined shortcut, not a single button on the keyboard.

Debbie LarsenApprentice

asked in How do I....?

change visibility setting for notes on changes

Is it possible to change the default setting for notes on changes - so it pr. default is public and not private? I´ve allready use the toggle app on the tickets and it works perfectly fine there, but on the change module nothing changed. So the question is, is there any app or maybe a business rule that can help me with this matter?

JamesFContributor

asked in How do I....?

Email notifications for thread activity not working

Hi all,For these email notifications:we are not receiving any emails.When I go in and edit the notifications and send a test email from within the editor it works, but no one is receiving any emails for any of these events. Can someone suggest what else I could check or set up?Thank you!j

RZ_ScotlynnApprentice

asked in Ticketing & Agent Productivity

Open attachment in browser (Chrome, Edge) instead of download. (PDF files)

Can FreshDesk open the attachment in the browser instead of downloading it for .pdf files? I tried Chrome and Edge. If the attachment is .txt or .jpg file, it will display it in a new tab. If it behaves differently depending on the file types, what/where is the setting manages this behavior? The reason why I want open the attachment in the browser is that I hope to print directly from the browser instead of download-open-print.

aadansmithApprentice

asked in How do I....?

How to download Honista Old Versions?

Honista is a popular social media application that offers enhanced features and functionalities beyond the standard versions available on mainstream app stores. This app has garnered a dedicated user base thanks to its innovative tools and customization options that allow users to tailor their social media experience to their preferences.Download Honista All VersionsImportance of Downloading Old VersionsWhile the latest versions of any application often come with the newest features and improvements, there are times when downloading an older version of an app like Honista mod apk is more beneficial. Old versions may offer better stability, compatibility with older devices, or retain features that have been removed in more recent updates.Overview of Article StructureThis article provides a comprehensive guide on how to download old versions of Honista. We will cover everything from the technical specifications and steps for downloading and installing older versions, to the benefits and

wsmartCommunity Debut

published in Apps and Marketplace Integrations

Best Practices for Leveraging Freshworks Marketplace Apps in CX

Hello Freshworks Community!Welcome to the first edition of our new blog series highlighting the powerful Freshworks marketplace apps designed to streamline helpdesk operations. In this inaugural post, we’re diving into apps that specifically enhance how you manage and customize ticket fields in Freshdesk. Stay tuned for more tips and insights in the coming weeks!In today's customer experience (CX) industry, helpdesk teams are expected to resolve issues quickly and efficiently, all while keeping customer satisfaction high. However, navigating through cluttered interfaces, and handling repetitive tasks can slow down even the best support agents. Fortunately, Freshdesk offers a variety of marketplace apps designed to address common pain points in the CX industry, enhance team productivity, and streamline processes. Below, we dive into several key Freshdesk apps and offer tips to help your team get the most out of them.1. Simplifying Agent ViewsPain Point: Information OverloadOftentimes, t

ethebeesApprentice

asked in Automations and Workflows

Issues with Offboarding and Onboarding with Workflow Automator, and Workspace Settings

We’ve been using Freshservice for a while now and earlier this year adopted Onboarding and Offboarding, in which we utilize Workflow Automator to automate certain aspects of what we do. Because of this, we’ve noticed multiple issues. Dependent Fields (Onboarding) We’ve noticed that in Employee Onboarding, it’s impossible to access the lower levels of a Dependent Field. Currently, we use one so that our HR team can notify us of a new member’s department, but can only access level 1 of the dependent field. Unlike in a Service Catalog Item, there is no dropdown to select level 2 or 3.Dependent field when viewed via the “Employee Onboarding” section of the placeholders menuDependent Field when viewing from the “Service Item” section of the placeholders menu Paragraph Fields (Offboarding) Paragraph fields are inaccessible through the offboarding section of the placeholders menu. User being offboarded dropdown (Offboarding) When trying to select information about the user being offboarded, o

t.skeltonApprentice

asked in Ticketing & Agent Productivity

Using Opera GX, Text box woes

Freshdesk is THE ONLY website doing this in this browser.I am required to utilise the notes section and email replies whilst working.Every time I open the text box using this browser, the text cursor consistently resets itself to the top left of the field.THIS IS COMPLETELY UNUSABLE AND THE ONLY FIX IS TO REINSTALL THE GODDAMN BROWSER.No, I WILL NOT use a different browser, before anyone makes this benign suggestion.Anyone else have this issue and hopefully a more permanent solution?

bigshooterApprentice

asked in How do I....?

Admin account that does not eat an agent license

Hi All,I would like to include an admin account in my Freshdesk instance that is there simply as the account admin. It would not perform agent duties. From what I can tell this basic admin account eats up one of my licenses.Is it possible to have an admin account without an agent role that won’t eat up and agent license? This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)

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