Using Freshdesk

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

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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.

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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?

Hi all, I thought this would be really straight forward… but I want to add To-Do list items to tickets via automation.For example “If an Agent tags a ticket as Offboarding, add these To-Do list items1) Disable Accounts2) Retrieve Computer3) Send Supervisor the Offboarding checklist” Am I unable to do that? It seems like a simple and obvious thing to want to do. I saw one other thread but they didn’t get an answer...

Hi, can I set a limit numer of tickets submitted by a specific customer?

Hi, When I am creating an article, I add a link to another article from solutions. When I am trying to open the created link it is not allowing me and it opens the homepage although the link is reflecting. FYR we have closed common access to solutions. i.e. articles are available for our agents only. I use a lot of links and this would be really helpful if you could give me a solution to this.

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We are using FreshDesk with a couple of different O365 mailboxes, these mailboxes are integrated in FreshDesk via built in function to add O365 mailboxesWe experience that the credentials expire and when looking at the Sign In logs in Entra ID (Azure AD) I can see it complains about the refresh token has expired.Is anyone else experiencing this issue and/or has a solution?My thought was that the Refresh token should be refreshed at each login which happens multiple times per day, according to the logs.Clicking the “Sign in with Microsoft”-button and logging in again solves the problem, until the next time, I think 90 days later which is a time out value in O365 so seems likely. But question remains, should not the token be renewed bye FreshDesk when fetching/sending mails?

Is it possible to create a ticket and populate some of the ticket fields using the variables from a query string?https://domain.freshdesk.com/a/tickets/new/phonenumer=1234/customername=joe blogs/etcalternative is to use the api to create the ticket and then use with the created ticket numberhttps://domain.freshdesk.com/a/tickets/1234 

Hi everyone,Greetings! I hope you are doing well!I need assistance with a customer support issue I'm trying to optimize for efficiency. I aim to achieve the following:Auto Assign Limitation: When an agent enables auto assign, they should not have more than 3 tickets assigned to them simultaneously. Assignable Statuses: Agents should only be assigned tickets if the ticket is in one of the following statuses: Open, Customer Responded, or Updated. Unassignment on Other Statuses: If a ticket moves to any status other than Open, Customer Responded, or Updated (such as Pending, Awaiting on Customer, Awaiting on Team), the agent should be automatically unassigned from that ticket. Additionally, I intend for tickets in the statuses Resolved and Closed to remain assigned to the agent, to ensure they are associated with customer satisfaction surveys.Please suggest the best approach to achieve this solution or recommend any best practices you have for automatically managing ticket assignments.

Does anyone know a way to create an automation that will add/assign an agent to a ticket if they add a resolution and/or close the ticket? I have techs that are fixing an issue, adding the resolution to the ticket, and then closing the ticket without ever assigning themselves (or anyone else) to the ticket. We want the ticket to be automatically assigned to whoever inputs a resolution. Thanks!

Hello members, I would like to get the details from the custom object in freshdesk and update the same detail in the ticket field when the ticket is created. Could you please help me if this is possible? I know we can get the info of a custom object and update a ticket (using API and other method via workflow) But I’m not finding a way to achieve this, retrieving an info from the Custom Object and updating it in the ticket field when a ticket is created. Thanks in advance for your help.

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? Anyone experienced something similar? Thanks

Does anyone have a way to schedule tickets for a specific date. We have requests come in to update certain things on a specific date but at the moment we are having to track these outside of freshdesk. The agents are the ones making the updates but we don’t want to have to leave the tickets open and manually search through them.