Using Freshdesk

Hi there, We are using M365 Shared Mailboxes for our engagement with customers. Now we are evaluating changing to freshdesk, but it seams like there is no support for shared mailboxes so far. That would be blocker for us and I wanted to ask if there is a way to get the Microsoft email integration, which freshdesk seams to support, to work with shared mailboxes. As far as I can see, it would be sufficient to have a place to enter the exchange mailbox that should be used with the authentication provided instead of using the default mailbox of the user. So is there a way to get this done or is this a feature that is in development? This would unblock us and help us move forward with freshdesk. Thanks, Sia

Hi, I’m wondering if anyone has a solution to the workflow I’m attempting to create and run.I’m looking to create a workflow that strictly runs when the requester has been changed to a particular requester. I do not see this as possible with the current event triggers.In the past, I have been able to use custom fields (using a field change as a event trigger), however with a change of requester I do not have ant option. Am I missing something, or a potential workaround? Any thoughts would be appreciated.

Hello,I've recently modified the Content Security Policy of my website by removing https://www.google.com as an allowed domain to be used.I've replaced that domain with https://recaptcha.net, which, according to their documentation, provides the same functionality while reducing the cookies that may be set by the www.google.com domain. You can find more information here: https://developers.google.com/recaptcha/docs/faq#does-recaptcha-use-cookiesHowever, since making this change to the CSP, the widget no longer functions.I have a couple of questions I'd like to ask:1. Is there any way to configure the widget to use https://www.recaptcha.net instead of https://www.google.com?2. Is there any possibility to configure the widget to use ReCaptcha V3? This new version is simpler and less intrusive for users.Thank you in advance.

When I attempt to create a solution article from URL using the Article creation API, I get the following errors:  "description": "Validation failed",    "errors": [        {            "field": "title",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "description",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "folder_id",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "status",            "message": "This field cannot be empty",            "code": "missing_field"        }    ]I have all of these values set in the API call.  I have tried all sorts of formatting to make sure that the values are the correct type as well.  I am using postman currently, but I have also tried just running this in powershell with the same result.  I am sure that there is some

Notification emails have stopped being delivered to my gmail account due to DMARC policy at freshdesk.comAny ideas?Brad   Here’s the email error from Google:{    "recipient": "paulbradleysmith@gmail.com",    "log-level": "error",    "storage": {        "region": "us-west1",        "key": "BAABAQWYuzDPFDG_IK1AyKqO8xQZiNrJZA",        "env": "production",        "url": "https://storage-us-west1.api.mailgun.net/v3/domains/meetingsavvy.com/messages/BAABAQWYuzDPFDG_IK1AyKqO8xQZiNrJZA"    },    "id": "1smkBwRJTJy1m0ajSvRO0g",    "delivery-status": {        "enhanced-code": "5.7.26",        "description": "",        "attempt-no": 1,        "code": 550,        "utf8": true,        "message": "5.7.26 Unauthenticated email from freshdesk.com is not accepted due to\n5.7.26 domain's DMARC policy. Please contact the administrator of\n5.7.26 freshdesk.com domain if this was a legitimate mail. Please visit\n5.7.26  https://support.google.com/mail/answer/2451690 to learn about the\n5.7.26 DMARC initiat

We are calling “create a Note” API of fresdesk from Salesforce but not able to send attachments in the correct format. Can anyone please help with an example of how to send attachments with the request ? Our code:LWConFileUpload(event) {        console.log('event.target :: ', event.target);        console.log('event.target.files, ', event.target.files);        const file = event.target.files[0];        console.log('file:: , ', file);             var reader = new FileReader()        reader.onload = () => {            console.log('reader.result :: ', reader.result);            // var base64 = reader.result.split(',')[1]            // this.fileData = {            //     'filename': file.name,            //     'base64': base64            // }             this.fileData.name = file.name;            this.fileData.base64 = reader.result.split(',')[1];            this.fileData.file_size = file.size;            this.fileData.content_type = file.type;        }        reader.readAsDataURL(file

Hi, not sure if anyone has come across this and can point me in the right direction… I have a basic workflow that adds a public note to a ticket when a task within the ticket is marked as complete. When adding placeholders, there is an option to add fields from the task. I have tried adding{{ittask.description}}{{ittask.title}}but neither show up when the note is added. Is there a way to add the details of the task that has been completed to a public note on the corresponding ticket?  Thanks in advance. Kevin. 

When I call the /api/v2/tickets/<id> I do get back a field called custom_fields but they are not what I expect for that ticket type, any ideas what I’m doing wrong?

Getting below error email frequently from FreshService. That mailbox is operation on our exchange 2016, what exactly should we check in exchange logs for this custom mailbox as that is working fine.   Dear Admin,Your Freshservice custom mailbox xyz support(support@exyz.com) is unable to send outgoing emails due to 'Mailbox limit exceeded'.What are my next steps?If you had sent huge volumes of emails in the last few hours, you might have reached the upper limit set by your mail service provider. Contact your mailbox provider to increase the limit or try again later.Can Freshservice help me with this?Freshservice cannot help with this issue because this is a custom mailbox. We can only read and relay error messages from your mail provider.What happens to all the tickets/emails that should be outgoing via this mailbox?We will queue your emails for up to 72 hours and try to send them once your mailbox reconnects. Success isn't assured though due to various factors. As a best practice, it's

I am looking at turning off emails to our IT portal to encourage more tickets to be raised by the self service portal.Does anyone have any thoughts on this? Has anyone been able to sucessfully implement this?Also, I suppose the question would be…. how do I do this?

I’ve created a Dept > Role > Credentials Dependent Field node in a Service Request, but when I try to use it in Workflow, I only see the top-level field. Have I missed something? I’m trying to base conditional workflows on Dept/Title selected from Service Item.  Thanks! Scott -

Hello, I try to automatically set a “under support contract” from serial number field filed by customer.To do this :I have a custom field “Serial Number” in the customer ticket formI want to compare the serial number with the serial number in the custom object database. This on is linked to a contract (custom object too) with time expiration. if the contract is still running, set the custom value “under contract” to True Do you have any solution to do this ? Thanks in advance,BR David

I tried to create a automation of the closing of tickets that arent responded on by the ticket creator.But when i activate the automation, there seems to be send emails to the requester every day.So i have a fault somewhere, but i cant seem to find where or how.Automation:SummaryConditionsIf Status is Open OR Pending OR Waiting for InformationANDIf Hour Since Requester responded is 43ActionsSet Status as ResolvedANDAdd watcher (manager) AND (agent)

Hi...I’m excited that we are finally moving to the Suppoirt Desk Growth plan so will have access to the API.  I worked at a previous company and had a suite of Freshdesk API calls via Powershell, such that I basically could run my FD from the Powershell command line.   I’m wondering if anyone has done any integration with ToDoIst?  When a ticket is assigned to me, I’d like it to generate a Todoist Task that includes the subject line and ticket number.  Maybe there is a way to do this without the API?  

Hello,I am using Freshdesk as my customer support platform, and I would like to know how to integrate my website with Freshdesk. My website is URL. I want to enable seamless ticket submission and provide a support widget on my website for my customers to easily reach out to me.Could you please guide me on how to integrate my website with Freshdesk and customize the support widget to match my website's branding?Thank you!

Hi AllI created Automated tasks, however when I Complete the task, the Task Reopens Automatically…. I am using the SandBox environment.  

I have an onboarding function where I copy groups from one user to new users.I use this function to get the template users groups:This return the groups in this format:{"MemberOf":["CN=Domain Admins,CN=Users,DC=Fabrikam,DC=com", "CN=Enterprise Admins,CN=Users,DC=Fabrikam,DC=com"]}How can i use this to assign the new user to these groups:The input is formatted as Distinguished name ,  but I think the “,” is the delimiter, which why it might not work?If I use the groups name, not the Distinguished name, it works. but i don’t have the option to get the MemberOf in another format. 

I Have tried to change the cards' text to say something that makes more sense. Filling up a support ticket to Fill out a support ticket. But when I change the text for one, it changes the text for all the cards.This is on FreshDesk Pro  <section class="container-fluid px-0 mt-16">    <div class="container">      <div class="row justify-content-center">        {%for card in portal.home_cards %}          {% if card.show %}            <div class="col-md-6 col-xl-3 mb-8">              <a class="card fw-horizontal" href="{{card.url}}" aria-label={{card.label}}>                <div class="col-3 px-0 my-auto text-center">                  <div class="fw-category-icon">                    {{ card.image }}                  </div>                </div>                <div class="card-body col-9">                  <h2 class="mt-0 card-title fs-18 line-clamp-2">{{card.label}}</h2>                  <p class="line-clamp-3"&gt

I’m hoping someone can help me with this. I don’t understand why it won’t work. I simply want to have the status change from “Open” to “Planning” when the Change is approved. No matter the variations I make of this, it still doesn’t work.  

Hi Community,I have multiple support emails linked to my Freshdesk: techsupport@mycompany.ca and cellphones@mycompany.ca. The techsupport email is the primary. When someone emails cellphones, all replies (auto reply, agent replies, etc) are coming from the techsupport email when they should be coming from cellphones email instead. How do I make sure all replies come from the correct support email that they were sent to?I have tried creating an automation that says when ticket created and sent to cellphones@mycompany.ca, skip new ticket notification, send email with custom auto reply to requester. This works to have the custom message, but the from email address is still the techsupport one not the cellphone email. I will send a support ticket as well since this needs to be urgently remedied but any help with this would be greatly appreciated!

I have implemented SSO with JWT for FreshDesk and everything works well so far. We have a custom application where users log in to. And once logged in, they can click a Help link which logs them into FreshDesk on a new tab for the same browser. Our code kicks in when the Help link is kicked and we create a JWT based on the logged in user’s information and pass it to FreshDesk. The works great, but we would also like to implement the log out functionality.  Whenever a user logs out of our application, we would also like to log the user out of FreshDesk. I was trying to see if there is any API endpoint that I can access and pass the JWT token, where the FreshDesk application logs out the appropriate user. I was told that currently such API does not exist. Has anyone faced a similar situation? How did you implement this?

Hello Everyone, are there any organisations that have built a complaint handling workflow in Freshdesk that can offer any tips or insights?Specifically how to use Freshdesk to manage a complaint workflow with two stages and time frames for each stage for an external facing complaints procedure for our customers.

For our communication it is normal that an outgoing mail from Freshdesk to the customer has minimum one cc to our sales engineer and some times several cc receivers from customers site.It happens often that one or more receivers send an auto answer (out from office). It is also possible the my sales engineer gives me internal information asa reply on my email to the customer.In both cases occurs the same problem:all these answers disturb the communication about the origin support issue. the internal communication will be added as a reply in Freshdesk and the customer can see it. - it happend few times.My request is:I can I delete those interfering messages simply by click the trash butten (as it is possible already for notes). I can easily transform or move the internal communication into a note.  (so it will not be included in the mail contents nor visible in the web-login from customer site)And a funny and nice gimmic on top could be that Freshdesk recognizes auto-answers and does no

Hello,when we work with 3rd party support teams (outside the organization) we use the forwarding function. That works.They we do get a reply from the 3rd party and it get’s added as a private note to the existing ticket. That works as well.But now we want to reply to the 3rd party as we might not be happy with the solution or we have ongoing conversation to this topic:I cannot reply to a private note I can use forwarding, but the private information will not be added and so the mail is missing the conversation.Beside the fact, that of course an API would solve all these issues - how do you work with 3rd Party companies and the issue mentioned above?Best ReagrdsLinus 

We have also brought about some enhancements to the Whatsapp<>Freshdesk integration. Here’s what has changed: Unlike before, you can now add multiple Whatsapp numbers to your Freshdesk account and manage conversations with your customers better You can now integrate multiple Whatsapp numbers without any charges for the number. Since you can purchase the numbers at free of cost, you can get any number from any part of the world and support your customers on the go globally.Note: Some charges will be applicable for template messages. The Whatsapp settings page in Freshdesk has been improved for easy navigation and set up This is another step towards offering a true omnichannel experience and seamlesshttps://mbapkguru.com/gb-whatsapp/