Using Freshdesk

Error shown when a user tries to submit a ticket via. the portal on alltechplus.freshdesk.comI notice that several other people have had this issue in the pst judging by the related topics. I couldn’t see any obvious way to fix it myself. Had this problem for a long time now - Currently users can only submit by e-mailing in - I want to prevent opening tickets by e-mail only if possible to avoid clients creating multiple new tickets for the same issue so the submit ticket would be a great start.

How do I embed an existing PDF into a knowledge base article. We have many pdfs created and redoing them is not an option.I have seen articles referencing  using the html editor and the embed tag. How exactly would that work when these articles are saved locally and not an any public website?Thanks, Phil 

Is there an editor one can use for Freshdesk themes to customize the layout, looks and feel? It’s been ages since I have done any CSS coding and the shortcodes are a bit of a boggle to me right now.  

Can you assign a back-up agent for a particular ticket, when another agent is out of the office, and without using the Round Robin feature?

I know i could maybe use API but i cant come up with the correct curl command to be able to do this as an example:all tickets submited by requester email : andrea@freshservice.comset the department field to 630currently the field is blank for x tickets 

Hello everyone,I'm using the bulk update FreshDesk API V2 to update tickets status to Resolved (status=4).When I send a list of ticket IDs, some of the tickets are updated some of tickets not.Sample of request:curl -v -u <USER:PWD> -H 'Content-Type: application/json' -X POST 'https://COMPANY.freshdesk.com/api/v2/tickets/bulk_update' -d '{"bulk_action":{"properties":{"status":4},"ids":[667243,667639]}}'Sample of response:{"job_id":"374d1fb9-93cf-44c4-932e-0571075dc034","href":"https://COMPANY.freshdesk.com/api/v2/jobs/374d1fb9-93cf-44c4-932e-0571075dc034"}Looking the FreshDesk dashboard the status never change.When I try to check the progress I had:{"code":"access_denied","message":"You are not authorized to perform this action."}However, if try to make a bulk update action setting any other status, it works.Could you support me, please?

Anyone know what are the required fields to create a user? Getting an invalid_field error. image is attached.

As a product enhancement, please can we request the ticket ID is placed at the start of the subject line when a ticket is first created. This is best practice with most other service desk providers.

When I press “Forgot Password” we never receive an email for password reset, whether on inbox or Spam folder.

Hi,Recently, I started a trial with Freshdesk CSS and have received numerous tickets with attachments over the past two days. Most attachments in image format can be previewed directly within the ticket page. However, I need the ability to preview PDF files and consolidate all attachments. Are there any free or paid apps available in the marketplace that offer these features?Could you suggest some options?🙂

Been working on a ticket automation that ties into power automate, I’ve had about 90% complete for a few weeks with this one part failing for me.  I have the ticket Automator built out shown in the screenshot, where it’s failing is sending out the approval, I don’t want to send it to the department head or reporting manager. I’m trying to have it send to one of our ticket groups, which is our security team. Tried setting it to be hardcoded to my email for testing and never get the approval, put our teams group and never saw that receive an approval email. Would love a simple way to finish this automation so aside from just assigning it to the security team, they are the ones to approve it. Automation and email

I’m new in freshdesk and I have the same question, however, the topic has been closed.Is there a way to adjust the size of the description field ? Most of my customers want to include a printscreen in the text, but then the windows of the description field is way to small.

Hi everyone,We’ve just rolled out Freshdesk and moved from Salesforce Service Cloud.In our business, we sometimes create tickets internally (for example if a customer is potentially fraudulent).  The team who picks up that ticket will then reach out to the customer via email requesting documentation.  The challenge we have is that sometimes agents just click on “Reply” and the ticket subject and original ticket description is shared with the customer (in situations where we’re handling potential fraud, this is of course an issue) unless they edit it manually via the Edit Ticket button.I used Zendesk previously, and there was a “Side Conversations” feature that handled this well, does anyone have any best practice on how to handle this in Freshdesk?  I was considering implementing a process to create a child ticket (and create some templates) to handle that conversation separately, but would be keen to hear if anyone has a way they do this really well.Thanks!

Our CIO responded to an email created by a ticket he had submitted. It added his responses as public notes rather than replies. Because of this, the automation to close abandoned tickets after 72 hours ended up closing the ticket, despite him replying. I have not seen this behavior before.  He is an occasional agent, not a requester, but when agents respond to email tickets, it correctly adds them as replies.I found some threads about a similar issue that are 7 years old. Has this been fixed? There is no modifier to “count” public notes. Public notes also don’t resolve the First Response, has to be an actual reply.  

How do I hide ticket types in the new Marina Portal?  I am unable to do so. Can someone please direct to the code to be added here?

Hi, I just copy a request from another person because it is exactly the same issue that I am facing and this really needs to be changed because this wrong translation is confusing for our agents  We frequently experience issues with our agents that assign the wrong status to a ticket.In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket".These are 2 completely different statusses.Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply".So is it possible to change the translation of Pending in Dutch towards “In afwachting”?Kr,Koen

I want to create a Workflow that pull a list of assets with the status ‘pending return’ and the email the listed ‘used by’ on the asset. the problem I’m running into is that ‘asset status’ is not something that can be filter by using a condition, but it can be filtered using the API and Web request. so I know have a string array with all the asset ID, I just don’t know how to use it since the all the action seem to require a string, and will not take a string array

Because this AI Bot chat, I can’t click Save.

I want some things that I can't quite get done. Preferably just with Automations. But I understand that I need Webhook? But I don't understand why and how that works. What do I want:1. If subject starts with X then automatically adjust subject.2. If subject contains X in subject, then reply with email with attachment Y in the reply.3. If email has been sent to X, reply with email address Y.Is this possible with automations, and without Webhook? And if not, how exactly should I use Webhook? Can that be done without a developer?I don't use external tools now. We are a small company. And we would like to set up Freshdesk properly.

Hi all,new to here but have had Freshdesk in service for about 4 years.Recently, our agents responses have stopped being received by the recipient, very odd.We had this late last year, and resolved the issue. Just this week, it’s started to happening again, and I have no idea why.We use a custom mail server. Delete emails after fetching is unticked.Any other information needed? Thanks,Anthony.

Looking for a script that can be used in Mosyle to deploy Discovery Agent on apple devices

Apparently, the Asset Assignment History has been released, but it is not appearing on our web interface and the API (what I really want to use) returns a “403 forbidden” error.Example, curl -v -u api_key:<my_key> -X "Content-Type: application/json" -X GET https://<my_domain>.freshservice.com/api/v2/assets/<display_id>/assignment-historyWhat do I need to do to add the feature and/or allow access?

Hello...I like the option to create a Ticket on behalf of the sender when I forward the email to my support account.  However, I do not want to get the CC of that email send to me since it is redundant and then follows the ticket thread. Is there a way to NOT CC emails to me that I forward to my support email used to create tickets?  thx 

I want to delete 3 checkbox(I’m looking for help with) in export tickets, in portals support/tickets.I cannot find the configuration page, who can tell me where to configure it?

The built-in "Automatically assign ticket to first responder" automation is sometimes not executing. I can see from the ticket’s history/activity that it did execute for one coworker agent and myself, but not for another 2 coworker agents. The difference is that the first coworker and I are part of the same Group, which is the default group that all incoming tickets go through. The other 2 coworkers are not part of this Group, but were the first, and only, agents to respond to the tickets.Do ticket automations only run within a given Group? If so, how is this configured?