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Using Freshdesk

CX and Customer Support

4889 Posts
amgadserry
Apprentice
amgadserryApprentice
asked in Automations and Workflows
Receive last public comment id in freshdesk webhook automation

So I’m trying to build an automation that will send me back the reply ( conversation ) id when a new reply has been added to a ticket The problem is I only have access to `{{ ticket.latest_public_comment }}` which is not really enough and I did read https://support.freshdesk.com/en/support/solutions/articles/87018 but I don’t get what’s different between an email notification and an on reply created webhook both should have access to the reply that triggered said event ?I have tried `{{comment.id}}` already and it doesn’t seem to work. 

1101
Sneha Kandasamy
Community Manager
K
Apprentice
kmchucApprentice
asked in API and Webhooks
resolved_at missing from /search/filters response

Hello! I’m currently running into an issue where we’re switching from using the /tickets endpoint to the /search/tickets?query=[query] endpoint. We were previously using the stats.resolved_at field to populate when a ticket was marked as resolved but it seems like we aren’t able to access that field from /search/tickets. I know for /tickets we could do include=stats to access the resolved_at field but when trying to apply the same logic to the /search/tickets endpoint, it errored. Does anyone know of another way to access the resolved_at field from the search endpoint? Seems like a very important field to be missing from the Ticket object. 

571
Sneha Kandasamy
Community Manager
D
Apprentice
djherrera211Apprentice
asked in How do I....?
Using webhook to create a new ticket once requester reply with different subject is sent to a ticket that's closed

Hi, I already setup whenever requester reply is sent to a closed ticket it will trigger webhook to create a new ticket however some requester changes their subject when they replies to the ticket. The setup is it gets the initial subject in the new ticket. what i need is to get the subject of requester reply in the new ticket.{    "description": "{{ticket.latest_public_comment}}",    "subject": "{{ticket.subject}}",    "email": "{{ticket.contact.email}}",    "priority": 1,    "status": 2,    "group_id": {{ticket.group_id}}}

591
Sneha Kandasamy
Community Manager
Nexus
Contributor
NexusContributor
asked in Portals, Emails & Other Channels
How to disable reCAPTCHA for logged customers?

Hi all!While you’re in trial mode, is there a way to disable reCAPTCHA in the customer portal for logged in customers?If I go in admin -> portal -> settings -> edit, you can only remove the flag from “Activate reCAPTCHA” only when “all customers can send tickets”. But if I select “Only logged customers can send tickets” the reCAPTCHA option is no more visible.Support team says the reCAPTCHA goes away when you start paying the instance. Do you have any confirmation on that? It seems really strange that this feature disappear only upon payment.ThanksMassimo

1171
Sneha Kandasamy
Community Manager
E
Skilled Expert
edward.kimSkilled Expert
asked in How do I....?
How to set up a workflow automator to send out an email when a ticket is escalated with questions/fields for Major Incident?

Hello - I apologize for lack of clarity.  So there are two ways to a generate a Major Incident ticket:Agent create a Major Incident ticket Agent escalates an existing “normal” ticket When Agent directly creates a MI ticket (first option above), they can fill in custom fields that are set for Major Incident type. I can set up a workflow automator (with ‘Major Incident is raised’ trigger) to send out an email and include those “Major Incident” fields/questions. This is perfectly fine and good to go. Now, I am looking to see if there is a way to set up the workflow automator so it sends out an email with all custom fields for Major Incident when a ticket is elevated to Major Incident type. Once a ticket is elevated to Major Incident, these custom fields would then appear. However, the same automator (with ‘Major Incident is Raised’ trigger) won’t run when a ticket is elevated to Major Incident and even after the fields are populated.  Is this possible by any chance? We are leaning toward

562
eeha0120
Skilled Expert
jonist
Apprentice
jonistApprentice
asked in Automations and Workflows
Assigning back-up agents without Round Robin

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?

401
Sneha Kandasamy
Community Manager
G
Apprentice
gerardsweeneyApprentice
asked in How do I....?
Search substring

Hi.Freshworks user (not admin).Is there a way that the search bar can handle substrings?Example - I have a ticket which lists the PC name WSTECBASE-01(not a real PC name - just a mangled example) If I search for WSTECBASE-01, then my ticket shows up.If I search for TECBASE, then nothing shows up.Is there some voodoo I can work to make the search function work more effectively?

323
eeha0120
Skilled Expert
M
Skilled Expert
MichaelJMSkilled Expert
asked in Ticketing & Agent Productivity
Require Time Entry for ticket Resolution

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

3213
E
Skilled Expert
MattyK
Apprentice
MattyKApprentice
asked in How do I....?
Adding an extra field to the New User Signup page

Hey everyone,I’m looking at add an extra field for customers to populate at account creation time. Basically, instead of full name we need to split it into two fields - first and last name.To do this I need to edit the snippet {% snippet signup_form %} does anyone know if this is possible?I’d be most grateful for any advice you can provide!

512
MattyK
Apprentice
Erio Osato
Apprentice
Erio OsatoApprentice
asked in Automations and Workflows
Zapier integration failure

In our Freshdesk page, we have a check box field. From the check box field, it is expected that user can send a Freshdesk ticket to Zapier automation. However, this check box is not working.According to Zapier support team, they already contacted Freshdesk support team 3 weeks ago but it has not been solved and I was recommended to contact Freshdesk support team.I appreciate if anybody could support with this issue. 

411
Sujitha Dhanaseelan
Community Manager
JMDigits
Apprentice
JMDigitsApprentice
asked in How do I....?
Is there really no way to change content strings in Fresdesk Themes?

Just getting started with setting up our new site theme, and right above the search bar is the text “Hi, how can we help you?”In the portal_home file, there is code that sets the value of the search text: {% assign search_text = 'portal_translations.banner.search_text' | t %}{{ portal | search_element: search_text }}I can’t find where to go to edit the portal_translations object, which I assume is a data file with all the UI strings. There’s not even an <h1> element available so I can hard code the text.  An email from support suggested we use a jQuery search/replace to edit the text, but I have a hard time believing that the only way for us to manage content is by running a client side script. 

3442
D
Community Debut
dams
Apprentice
damsApprentice
asked in Analytics, Reports & Dashboards
Report Filter Fail

Hello,The filters of the report we have been using for a long time via Freshdesk are broken. When we create a new report with filters, we cannot get any data. While we could receive data normally until November 29, 2023, unfortunately we cannot receive data now. Our report is registered on the mathematical analysis page. We have not made any changes recently. Report link: https://yssatis.freshdesk.com/a/analytics/reports/NzU1OTc0/page/1I request your support.

401
Sujitha Dhanaseelan
Community Manager
M
Apprentice
MatthewPApprentice
asked in How do I....?
Replying to a recipient other than the original requester

Often an issue is reported and a ticket logged by a requester and CC’ed to other recipients but subsequently one of the recipients is the primary person with whom the discussion continues. It seems that the “To” field is immutable and is always to set to the nominated requester. I have got around this by responding directly to a recipient by email and copying the original requester but this doesn’t change the primary recipient for subsequent replies via the Freshdesk portal.Is the solution to this simply to change the requester as the person who is directly being replied to changes?

951
Sujitha Dhanaseelan
Community Manager
Santos.Bhivase
Apprentice
Santos.BhivaseApprentice
asked in How do I....?
On Ticket create workflow/automation can we send agent details

On Ticket create workflow/automation can we send agent detailsScenario : System A creating ticket in FreshDesk through API, We have On Creation automation in this we have to send back Agent details ID and Name through webhook in automation. Is this possible ?

91
Sujitha Dhanaseelan
Community Manager
C
Community Debut
cpvusaCommunity Debut
asked in Portals, Emails & Other Channels
Hide business name from portal navigation bar

Looking for the right css to hide the name.Reason:  we are using logo, which has name in it.If you UNcheck thisthen all you get on the browser title bar is: instead of Support: Company Name….  All browser pages have something that is descriptive…, but Freshdesk doesn’t separate these two operations.So in order to make the browser title bar more practical, you must check the “Display portal name...”I have inspected the page for this:<div class="fs-22 semi-bold fw-brand-name ms-4" title=""></div>Help appreciated

341
Sujitha Dhanaseelan
Community Manager
andersreve
Skilled Expert
andersreveSkilled Expert
asked in Portals, Emails & Other Channels
Adding terms of service to customer portal

With Freshdesk, on a Pro license - and with our customer portal.So any user from any of our customers can access this portal and create a user either by signing up or creating a ticket.There are no (?) terms of service for this, and no way for the user to understand how we process and store the information they give us (and Freshdesk).How are others handling this? Have you somehow been able to add your custom terms of service for your users?

271
Sujitha Dhanaseelan
Community Manager
W
Apprentice
wonderkindApprentice
asked in Portals, Emails & Other Channels
customer can't submit new topics - access restricted 2

I tried to configure it with Captcha and without. Nothing helped. Any solution?URL is: https://wonderkindhelp.freshdesk.com  

181
Sujitha Dhanaseelan
Community Manager
M
Apprentice
martinj_ukApprentice
asked in Portals, Emails & Other Channels
Customised fields shown on customer portal

I’m looking to expose more than the default fields on the customer facing portal as below.Default is Subject, Ticket ref, created date and statusHow do I add into the overview page additional fields Last CommentPriorityAssigned agent The GUI allows you to add fields to filter on, but not actually show them on the summary page to the customer. (https://support.freshdesk.com/support/solutions/articles/50000004905-setting-up-advanced-ticket-filters-on-your-customer-portal)I believe it needs Javascript but an example of this, or list of fields is not available from FD support.

521
Sujitha Dhanaseelan
Community Manager
Dev1
Contributor
Dev1Contributor
asked in How do I....?
Why is it that the Custom Objects Get All Records endpoint returns the wrong next_page_link?

I just started using the API so perhaps it’s my own naivety.When I hit the endpoint to get paged records:https://{company}.freshservice.com/api/v2/objects/1337/records, the next_page_link is to another company’s production instance?  Also, you guys misspelled the sort_order query parameter in the documentation: https://api.freshservice.com/#list_all_custom_object_recordsIt would also help if you specified the max value for page_size. 

1063
Thomas8888
Community Debut
FreddyW
Apprentice
FreddyWApprentice
asked in Analytics, Reports & Dashboards
Show ticketid in Analytics

Is it possible to show TicketID in an Analytics page / report? I am sending Analytic reports to our customer en the customer wants to see the ticketid's in their report.How do i create an overview or table containing all the tickets of last month? Thank you.

392
eeha0120
Skilled Expert
R
Skilled Expert
RiazSkilled Expert
published in Apps and Marketplace Integrations
Differentiate your brand with Freshdesk Messaging - Google’s Business Messages integration
Differentiate your brand with Freshdesk Messaging - Google’s Business Messages integrationNews

Hi everyone! Hope you are doing well. We have some exciting news and we could not wait to share it with you - so here we go: We recently launched the Freshdesk Messaging - Google’s Business Messages integration* (in beta), to help you serve your customers better! Your customers expect your brand to be approachable on their channels of choice. A strong online presence is therefore critical to your business - especially to differentiate your brand against your competitors.  This integration can help your customers to connect with your business instantly and also enables you to deliver helpful, timely, and engaging customer experiences. Do more with the Freshdesk Messaging and Google’s Business Messages: Enhance accessibility for your business  Differentiate your brand and allow your customers to reach you while searching for your business on Google (Search and Maps).  Manage customers who reach out from Google’s Business Messages via Freshdesk messaging -  like any other messaging

591
elonwick345345
Renata98
Apprentice
Renata98Apprentice
asked in Analytics, Reports & Dashboards
freshworks

Freshworks is a dynamic software company offering intuitive and user-friendly customer engagement tools. Their solutions streamline customer support, sales, and marketing processes, making it easier for businesses to deliver exceptional service and enhance customer satisfaction.Fm whatsapp

180
Renata98
Apprentice
H
Apprentice
HolgerApprentice
asked in How do I....?
In Growth plan, is it possible to increase the height of the reply editor for customer's response

The reply editor for customers shows only 4 lines and then begins to scroll.I have Growth plan, how do I increase the size ?

171
madhusingh0906
Community Manager
vinothkumar.manoharan
Skilled Expert
vinothkumar.manoharanSkilled Expert
asked in Portals, Emails & Other Channels
Change "To" field when using Agent Reply in Freshdesk

When an Email is sent by customer, few TO Email Address are marked along with the Support address and when the agent is replying, customer wants the To Field to be editable so that the response can be provided to the actual To ID of the email instead of the Sender of the email, Possible?

148312
J
Community Debut
G
Apprentice
george_21022Apprentice
asked in Portals, Emails & Other Channels
Changing from email address on NEW emails only

Hi, I’m looking for a way to change the from email address on NEW emails only, at agent level or even by group. I am not looking to default the email address on ticket replies, only new emails.The scenario I have is that our incoming emails are from our US and our UK business and therefore when we reply, we want to retain the same email address as the user contacted us on. When we send new messages, they are often sent from a specific team such as accounts or marketing and they don’t want to have to change their ‘from’ email address every time they send a message. I would be grateful for any suggestions. Thanks, George

631
madhusingh0906
Community Manager

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