Using Freshdesk

Hey everyone, we currently have the need for us that we need to create a new entity after a special service request has been raised in another tool we use. This is only possible via API Request. The issue I now have is that the application only allows OAuth2.0 and Freshservice does not support it.Especially getting the Bearer token is impossible as the standard OAuth2.0 needs Content-Type to be application/x-www-form-urlencoded and this is not supported. Is there any way possible or do we need to ask for a feature request?

Hi,is there anyone who knows how to exclude merged tickets from get tickets api call?My current api call is the following one:GET “https://domain.freshdesk.com/api/v2/tickets?updated_since=2021-01-01T00:00:00Z&page=1&per_page=100&include=stats,requester,company,description”The ouput of this call will give me also merged tickets.I saw that the “affected_area” info most of the time is set to “Merget Ticket”, but not for all of the tickets and I did not find any other possible info about the merging.Does anyone has experience with that?Thanks a lot

Hello,I’m trying to troubleshoot integration of third-party communications, and I’m wondering if it’s a technical limitation, or just an error I’ve overlooked somewhere.Due to the high number of issues one of our vendor’s software is generating, we’re currently having staff send their problems directly to the vendor’s technical support team, while copying our helpdesk into the CC field. This generates a ticket on our helpdesk that we can then assign & categorise for later.However, in the email conversations that ensue, while the requestor’s replies to the vendor are captured and added to the ticket, the vendor’s replies aren’t, even though both sides are CCing the helpdesk. (Both sides’ emails are reaching the helpdesk email inbox)From what I understand of Freshdesk email threading ( https://support.freshdesk.com/en/support/solutions/articles/50000009268-overview-of-email-channel ), the vendor responses are following the necessary rules: Message-ID in the email header, and Email ad

All of our SLA’s have a response time under 1 hour.  We want to set up a time-based automation to alert the team when certain first response times are about to expire.  For example, we have a 30 minute SLA for certain case types.  We want a time-based automation to alert the team when a new case/ticket has not received a first response in 20 minutes, but we cannot do this currently because the earliest you can do this is 1 hour.  I also tried to just use an escalation for this inside the SLA itself, but you can’t do it there either.  Can we please get a “minutes” option for time-based automations, or the SLA escalations, instead of “hours”?  This restriction completely breaks basically any time-based automation that has anything to do with SLA coverage.

I created a list of categories and subcategories, however some of the categories do not have subcategories.In such cases, to avoid having empty subcategory fields which skew the data while visualising the subcategories, I added a subcategory with the same name as the category.This can be tideous for agents when they are working on a lot of tickets.Is there a way I can have the subcategory automatically filled with the same name as the category using some sort of automation?(thank you in advance for the help, i have already learned a lot by just reading the community forum)

Hello, I have set up the status page. Everything is OK. I would like to automatically add an announcement to the portal when I publish an incident on the Status page.I tried to automate this but couldn't find a suitable trigger.Can you help me ? Thanks.

I don't know if this is the right place to ask the question, but here goes:I am a Jira admin. I was asked to provide an API key and Webhook url for the purposes of integrating Freshservice and our Jira. Now all the Jiras being created by Freshdesk have me as the reporter.I tried to create a separate Jira admin just for that purpose, but that admin does not have Jira global permissions and I cannot grant them. Without the global permissions, I cannot provide a Webhook url with that account (I can provide the API key). Does the integration really require from Jira both the API key and the Webhook? Can they be integrated with just the API key? Does it have to be an admin with global permissions who provides the API key? The admin I created can create an API key and I would really rather use that account Is it possible to configure the “Reporter” name from Freshservice so that the name is not me?

I am wanting a ticket to go to “Open” status whenever the ticket requester sends a reply, OR when a 3rd party that has been forwarded the ticket sends a reply to the email.The first part is easy.For email replies from a 3rd party, the response gets added to the ticket as a “Private Note”.I have set up an automation rule so that the ticket status is set to Open whenever a new Private Note is created. The problem with this is that it does it even if a staff member adds a Private Note directly in Freshdesk.How can I get the rule to distinguish between a Private Note generated by a 3rd party email reply, vs a Private Note created by a staff member within Freshdesk. I only want the former to trigger the ticket status to be set to Open.Thanks

Hi Freshdesk,We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable? ThanksPatric

So the question is basically the title. Our clients complain they always have to enter their filters again when checking the platform. Is there a way they can save their own filters (like agents can do?) or is there any plan for Freshdesk to save filters in a cookie so clients always land on the portal with their previously selected filters?

So, I created automation rule on ticket creation. This rule triggers webhook and send ticket details to my ecommerce website endpoint. Ticket content (subject, email, content) are being processed, compared against my ecommerce existing data and based on all this, I’m trying to assign ticket to group/agent, set priority etc. But, when I try to do ticket update via api, I receive a message: 'POST method is not allowed. It should be one of these method(s): GET, PATCH, PUT, DELETE'Ticket update via api, normaly, works just fine in all other cases. Only in this scenarion it will not work. Why? Is it some kind of loop in here? And what is the alternative?

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.