Using Freshdesk

with the help of this thread I figured out how to hide an entire ticket field from all customer companies except customer 1. How do I go about only showing the ticket field for a few customers? like company 1 and company 6 Also this hides the drop down but does not hide the field label. Does anyone know how to remove the label as well? <script type="text/javascript">{% if portal.user.company_name <> "company 1")) %} document.addEventListener("DOMContentLoaded", function() { jQuery('#helpdesk_ticket_custom_field_cf_affected_geo_3014498').remove(); }); {% endif %}</script>

My quesstionHow do I extract the base64 data from embedded images within freshdesk tickets?ContextThe images are hosted on freshdesk with a link such as https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6OTIwMjE0MDI3NywiZG9tYWluIjoiY2lyY3VtZmxleC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MzAwOTIzfQ.B3CzU2v9lyl4dq7uW6XEjF_oK5IPt__HCKN58RJDNMk . When getting those images, I get a byte stream. That is convertible to base64 data by using a byte to ascii function. This should all work in theory, but in practise I can’t make it work.GoalReplace tickets’ images with their base64 data, to upload on another service:<img src="https://attachment.freshdesk.com/inline/attachment?token=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpZCI6OTIwMjE0MDI3NywiZG9tYWluIjoiY2lyY3VtZmxleC5mcmVzaGRlc2suY29tIiwiYWNjb3VudF9pZCI6MzAwOTIzfQ.B3CzU2v9lyl4dq7uW6XEjF_oK5IPt__HCKN58RJDNMk " data-id="9198554508" alt="image.png" width="562" height="181"><img src="data:image

When a customer@differentemail.com sends an email in they will email servicedesk@email.com and sometimes CC accountmanager@email.com As expected this will create a ticket. If accountmanager@email.com then replies to the email  and removes customer@differentemail.com from the chain this is then added to the ticket as a public reply. This is less than ideal as these are internal comms and as the customer is removed from the chain the intention is to not have them receive the comms. Freshdesk adding it as a public response is undoing this. It should be added as a private note. There could be a number of reasons for the accountmanager initiating the conversation and we cannot always rely on the service desk to start a private thread and notify the accountmanager or forward the ticket out as a thread. Is there a work around for this? It is unlikely that users will change their behaviour to match any system requirements. 

Hi All,When we publish knowledge base articles through the portal, they currently display a timeline indicating when they were created on the customer portal's knowledge base. Is there any way to disable this timeline so that it does not appear on the published articles? We would prefer that only the content is shown without any indication of when it was posted or modified. Thank you. 

Hello ,We have configured our own custom mail box, our Domaine users receive notification from freshservice without any issue, but our users from Google and Yahoo don’t.this is only when sending notification using our email from freshservice, when sending an email from our email straight to requester mail they received it without any issue.I hoping someone run int the same issue 

HelloWe’d like to store additional information about a Company (outside of the normal address, phone number, contract details) that are viewable by agents, but not by any of the Contacts associated with that Company.  I’m told there are fields that are private that the Contacts/Company won’t see, but I don’t see which fields they are while looking at the Company profile, and don’t see any documentation online about this either.Please assist. Thanks!

We came across an issue that some emails were not delivered to some of our clients.3 emails were not delivered to 3 different clients.1 of the clients said that the email was in his spam folder but the other 2 said that they never received them.  

Since a few days we’ve been noticing the e-mails from agents often not being delivered.The message bounces back with a quite generic error:Reason: "The message did not reach this recipient after several attempts. This could be due to connection problems with the remote server or temporary problems, such as a full mailbox. Try resending the message after some time..  Any idea on this? It used to work fine for about 2-3 weeks before, new tickets stil get created so in general the inbound traffic works.Just to make sure I’ve also whitelisted the Freshdesk domain in our antispam filter in O365.It sometimes works and sometimes doesn’t, which is pretty frustrating for the agents and it ‘seems’ to happen mostly when there are 2+ recipients in the CC.

may i know how to use automation to assign ticket to different group based on the whatsapp number.e.g.if ticket is created from source whatsapp and the whatsapp number is A, assign ticket to group Aif ticket is created from source whatsapp and the whatsapp number is B, assign ticket to group B

Hello!We are experiencing an issue where multiple, separate emails, are being merged into one ticket. The emails are from the same sender and are being sent in fairly short successions. This is fairly common for us so I would really like to know how we can avoid these being merged.We have no “Merge” apps installed, so this is a freshdesk issue, has anyone else experienced this? Or has anyone found a solution?Thanks,

Hi!I don’t understand why does Freshdesk merge my conversations.I’ve read the article about email threading and it’s ok, but sometimes we find new questions (that should be new tickets ) threading to old tickets ( https://support.freshdesk.com/en/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading- ).Fortunately i’ve created an automation that reopens a close ticket if a reply was received but in these cases we need to divide new ticket manually.I checked the object of the e-mails and these are not the same, i checked if the customer replyed to an old ticket, but they wrote a new email so they should be two different ticket. The only thing that is the same is the requester e-mail.So why does my Freshdesk merge these tickets??

Hello, Our user is directsight.freshdesk.comWe have an increased issue which is largely affecting us and our customers in the instance that new tickets/emails are not coming through to our inbox, customers are not receiving our email responses to them (so think they are being ignored!). We could be corresponding with a customer back and forth and then suddenly the trial goes quiet and they haven't received my reply/vice versa. It's becoming increasingly difficult and frustrating from our side as we cannot explain to our customers where these missing emails/tickets go.We have checked the Spam Folder in Freshdesk and there is nothing in there. Does anyone have any advice/guidance? Many thanks! 

Hi, just about to take over a Service Desk and want to make some changes.Currently the SD does not use P1 - P4, the simply use Priory low, high etc.There appears to be no way to pre-set the user fields as above. is this the case?

Just had an exercise in futility with support. We have a field in our helpdesk called “Start Date” which is the date when a request is to take effect. It’s different from date created and date modified. Previously, we were able to click on Start Date in table view, and the tickets would all get sorted by that field.Today, that stopped working for some reason. Dates are out of order, which is making it difficult for us to see which requests need to be handled given there are multiple pages of requests.Support simply says this is not a feature (despite this working before). I told them this is a bug that needs to be fixed, and they simply repeated that it’s not a feature. Hopefully by posting on here this bug can be fixed, lest we have to start looking for a different help desk package which can handle this and fix bugs.

I’m attempting to automate a workflow and create a ticket from Power Automate to Freshservice. I believe I have all my fields correct, but I’m still getting a 403 forbidden when testing my script. Does anyone have any ideas on what I might be missing?I have successfully created a ticket from Visual Studio using python with the same API key that I’m using in Power Automate, so it should have the correct privileges in our environment. I’m wondering if I’m messing up the syntax somehow.I have attached an image of the HTTP request I’m attempting to perform. Any advice would be greatly appreciated! 

Hi all!  We have a multiple product/multi configuration offering that we support our customers with via Freshdesk. We utilize the Support Portal and a good amount of our customers open tickets via a Ticket Form within the Support Portal. This experience is great for the customer AND provides us details that we need from the form that are important to our supporting of the customer (Environment, product version, Operating System, etc).  We also allow customer to submit tickets via email. These tickets come through as a simple subject/body message, as you’d expect, and missing all the details we need from the Ticket Form that they would otherwise populate if submitting via the Portal.  Has anyone had any success or ideas around making the “email ticket” creation process better for both the customer and us Freshdesk users? Maybe some way of incorporating and embedded object that has the fields to populate in Freshdesk? I am open to custom building something for this, I am just curious wha

I like this theme and am wondering if anyone recognizes it.  I can’t seem to find out what it is called.  

Can anyone provide me C# APi  code to create ticket .i need to know   what is basic need to create freshdesk ticket 

Both email bot and Freddy AI are missing from my admin page.What is the solution to get them to display? David

Getting 404 error while trying to retrive the skills through APIcurl --location 'https://{subdomain}.freshdesk.com/api/v2/skills' \--header 'Authorization: Basic {BasicToken}' \My account is under trial period and i am the owner then i should have rights to fetch it right? Correct me if i am wrong. 

Good morning,The Technical Support desk can become overwhelmed and unnecessary time is being spent trying to locate and merge cases that end-users “Reply” to, thus creating a new case.How can I stop/prevent a new case from being created by a user who replies to the out-going response of an open ticket?Thank you, - Tom

What would be the script to hide one value from the ticket Type field on the customer portal?E.g. to hide value ‘Complaint’ from the Type field. 

Hello,Wondering if it’s possible to add if/then logic to our Agent Reply Template, so that it shows the Internal Ticket link if the Requester email includes our domain, and External Ticket link if email does not include our domain?Example scenario:“To reply or see the current Status of your ticket, please visit one of our support portal options below:”*TICKET LINK PLACEHOLDER*

Whenever someone replies to our help ticket is reverts to support@dusd.freshdesk.com not our ticket email in our email domain.

When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.