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CX and Customer Support

4890 Posts
Dogkas
Apprentice
DogkasApprentice
asked in Ticketing & Agent Productivity
Ticket field - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug?  

372
madhusingh0906
Community Manager
S
Apprentice
sarawomskiApprentice
asked in Ticketing & Agent Productivity
Ticket Templates

Will the description provided by a requester get overwritten if the agent changes the ticket template of an existing ticket?

1283
madhusingh0906
Community Manager
E
Community Debut
Ellis_PDMSCommunity Debut
asked in How do I....?
How do I resize the ticket comment box in a portal ticket view page?

Hoping this is the correct place to post.Within a Portal, in the Ticket View page - I want to allow the user to resize the comment field when they are replying to a ticket. I have successfully managed to get this to work within ticket submission using the below CSS:----  div.fr-wrapper.show-placeholder {    resize: vertical;  } ----I cannot figure it out for the comment field, when replying to a ticket on the Ticket View page.Any assistance is greatly appreciated.

371
madhusingh0906
Community Manager
CaseyL
Apprentice
CaseyLApprentice
asked in Knowledge Base
How to share previews of solutions with colleagues who do not have agent access?

Hello, We have built some draft solutions articles that we need to preview with people who do not have agent access. Is there any way to do this? Or do we have to give them agent access to view previews? Thanks, C

292
mahendarsingh
Community Manager
J
Skilled Expert
joshvengleySkilled Expert
asked in Portals, Emails & Other Channels
Email Delivery Latency with Ticket updates and Creation

We are seeing email delivery latency with ticket creation, updates to tickets lately.  It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated.   Looking through the archives, it seems this has been a topic  of conversation, but wanted to see if any  others are experiencing this type of latency?

575
mahendarsingh
Community Manager
K
Apprentice
kireApprentice
asked in Ticketing & Agent Productivity
Facing Issue when creating ticket from customer portal

 

403
Keith327
Community Debut
adrianSYA
Apprentice
adrianSYAApprentice
asked in Ticketing & Agent Productivity
AutoAssign tikects to me

Hello, I am trying to assign a ticket to myself but the assignment email is not sent to my email box and I cannot track it from Outlook. This does not happen if the same ticket is assigned to me by another agent. Is there anything that can be done to get the email sent to me even though I am assigning it to myself? Thank you so much

362
Keith327
Community Debut
gflaz
Apprentice
gflazApprentice
asked in Automations and Workflows
Removing "Customer Responded" flag

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?

174320
S
Community Debut
scott77
Community Debut
scott77Community Debut
asked in Knowledge Base
URLs that should be visible without a login force a login page

We make most of our KBAs external-facing, however there's a couple of links that redirect to a login page, when we don't want them to.We seem to have visibility configured in our portals correctly; however when a customer who is not logged in (most of our customers do not log in, almost all KBAs should be visible externally without authentication) attempts to access a visible to all link, a login page appears. What customers see: When they click that link, it takes them here: So I went to take a look at the visibility settings for that folder...That folder’s settings: ​​​​​That Category's settings:It's in the correct portal, has the correct settings, so why can't unauthenticated users see the folder? 

754
V
Community Debut
AleksSK
Contributor
AleksSKContributor
asked in How do I....?
Changing CSAT Ticket Module Colors on a Dark Portal Theme

Hello everyone,We use a custom dark theme for our Freshdesk help portal, and while logged in, in the ticket view, our users see the CSAT module on the right with a white background, which makes it too aggressive and text not visible (see the screenshot below).I currently don’t have access to development time to help me, so I wonder if I could change it somehow myself having access to the “edit theme” functions as the Admin of our Freshdesk system.Any ideas would be greatly appreciated!Merci 💙 

708
Sneha Kandasamy
Community Manager
A
Apprentice
ahynesApprentice
asked in Portals, Emails & Other Channels
Customer Portal - Sort Messages Feature MISSING

Since the agent portal has a feature to sort replies and comments by date (most recent or oldest), it would be nice to have this feature for free in the agent portal.To expand further, when you visit the customer portal, what you see is the oldest message on the top of the webpage here:  What is missing is a way to sort the messages in any way, this is rather incovieneint for customers with very long threads and hundreds of messages. They need to scroll all the way to the bottom of the page to see the most recent response in this view. Furthermore, a customer could sort their tickets by oldest - newest or vice versa. As you can see below, this feature exists for tickets in the customer portal, but not for replies.  

923
I
Community Debut
H
Apprentice
hraynerApprentice
asked in Portals, Emails & Other Channels
Removing Customer Support Portal

Hello, I’m thinking about removing the customer support portal for my business. We have created a new support website which uses freshdesk APIs to display our solutions and the support widget so we don’t want the old support portal to be accessible to customers anymore (although our agents will still be using their side which is not customer facing).  I couldn’t find how to do this in the admin panel so some direction would be greatly appreciated.Thank you!

14965
Yusuf Ahmed
Community Manager
driftooor
Apprentice
driftooorApprentice
asked in How do I....?
Automatically hide widget on close?

Hi, is there a way to have the widget automatically hidden on close? I’ve hidden it on pageload, but on our website we want it to only pop out if a button is clicked, and after that if it’s closed then the button still remains showing on the page. I’ve tried adding event listeners to the close button and modifying the `close` function to no avail.

981
Yusuf Ahmed
Community Manager
dwessell
Community Debut
dwessellCommunity Debut
asked in How do I....?
Wordpress KB Integrations

We use Wordpress for our KB system. Are there any integrations or apps that will alow us to suggest articles to Freshdesk agents? ThanksDavid

151
Sneha Kandasamy
Community Manager
M
Community Debut
Max_9999Community Debut
asked in How do I....?
Time Trigger - AUTO CLOSE - 30 day limit

I turned off the change resolve to closed ticket within 48 hours for a while. I want this automation time trigger to run on all tickets, however, the time trigger is limited to the past 30 days. How can I run this for all tickets including tickets past 30 days?

221
Sneha Kandasamy
Community Manager
A
Community Debut
averdier.solarhonaCommunity Debut
asked in API and Webhooks
Freshdesk SSO SAML Azure AD

Hi everyone, I have a problem when i create a SSO SAML between Freshworks and Azure AD.I make all the parameter with the tutorial but i have an error when i try to connect with SSO.Look at that :If anyone have an idea ?Or something to try ?Thanks a lot :)Alexandre

1486
A
Community Debut
S
Apprentice
SaschaApprentice
asked in Automations and Workflows
Edit private notes from Automations

Hello community,We recently started using freshdesk and have set up an automation that attaches a private note with a table to each ticket (for our time tracking). Unfortunately, neither agents nor administrators can edit this private note from the system, but private notes from other agents can be edited. What could be the reason for this and how can agents also edit these private notes from the automation?Kind regardsSaschaTranslated with www.DeepL.com/Translator (free version)

3162
Fairos
Community Debut
Manda
Contributor
MandaContributor
asked in How do I....?
Agent as requester, cannot attach Company to ticket

Hello,We have Agents who are requesters on tickets, but we need to associate those tickets with Companies for integrations, analytics, and dynamic fields in Canned Responses.  Does anyone know how to do this or have a workaround?  Thank you in advance for any ideas. 

1406
C
Community Debut
IanD
Contributor
IanDContributor
posted in Automations and Workflows
Ability to create holidays business hours past New Years eve

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!

898
RobCrossHM
Skilled Expert
K
Community Debut
kepeCommunity Debut
asked in How do I....?
Multiple Freshdesk accounts in Android app

We have multiple Freshdesk accounts that are easily accessible in the website app via the grid in the bottom left of the agent panel.  However in the Android app, it appears I have to log into each one individually (if one is open, I have to log out of that).   Am I missing something here - is there a way to switch between Freshdesk accounts without having to log out of the app each time?  Thanks!

971
Sneha Kandasamy
Community Manager
Debbien
Apprentice
DebbienApprentice
asked in Ticketing & Agent Productivity
PARENT TICKETS

Hi is there a way to make the parent ticket stand out when searching through tickets.I currently use service tasks, which are connect to the parent, but if i search a name of a client, all tickets, parents and service tasks, are found, and they are very hard to tell them apart, especially if the contact is an outside client.  They look the same.Or is there some way i can write a search which only find parent tickets?Thanks

321
Sneha Kandasamy
Community Manager
sommardahl
Apprentice
sommardahlApprentice
asked in Portals, Emails & Other Channels
Rename the "Example" product.

Hello, I am starting out on Freshdesk and using the free plan. People who communicate with my helpdesk get emails from “Example” (ex: “Example <support@mydomain.com>”). I see “Example” in the portal settings page, but I don’t see a place to modify that to something more appropriate. I saw in the “Multiple Products” page where I could add more products, but not modify the name of the “Example” product. I have looked around elsewhere but can’t find anywhere else in the admin settings where I can change or remove that “Example” product. Can someone tell me where to go to modify it OR at least change the FROM email address so my customers aren’t seeing “Example” in my emails to them?

4825
YALON
Community Debut
eeha0120
Skilled Expert
eeha0120Skilled Expert
posted in Getting Started
Which is the next step in Dark Mode? Neo Portal, isn't it?

Have you enabled Dark Mode in your instances? How about switching to Neo portal for a quick check or setting or changing your password or resetting your 2FA?That makes a huge visual impact, right?I guess the next step in Dark Mode should be Neo.Do you agree?In case you do, here’s the Idea in order you could vote on it:Dark Mode in Neo portal | Freshworks Community Regards,

502
eeha0120
Skilled Expert
C
Apprentice
CharlburyApprentice
asked in Getting Started
Account service about to be "interrupted" for wrong number of agents

My FreshDesk account is warning me that my service will be interrupted as it exceeds the limit of 2 agents, but, I only have one agent on the account. The screengrab below shows the message informing me about the 2 agent limit on the same page that lists all of the agents I have set up, and there is only one agent set up.  

1878
BartG
Community Debut
O
Contributor
OfficeCoffee24Contributor
asked in Knowledge Base
Linking to sections within a solution

Hello, I’ve put together a solution with a table at the top of my page that links to the various headings within the solution i.e. <a href="#anchor1">Receive Application</a> in my table links to the corresponding heading<a id="anchor1">1) Receive Application</a>Initially on saving, all the anchor links in my published solution work but then they quickly stop working, when looking back at the code within the solution, all my id=”anchor” tags are removed leaving just:<a>1) Receive Application</a>Is this a bug or am I doing something wrong?Thankyou.

8258
OrangeMonkey
Community Debut

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