Using Freshdesk

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 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 seamless

I am blown away that a company requires upgrading to a pro plan to be able to arrange columns! That is absolute BS! 

What could be the problem of a customer to not be able to see all his tickets in the portal?When he opens the ticket with a link, he can view the specific ticket, but on the section with tickets he is not able to see all his tickets, and it says that he doesnt have any tickets?Which is strange, somehow the tickets are not connected to his profile maybe, but he is the requester so I dont think that is the case.What could be the reason?

When submitting a ticket our Captcha section doesn’t change size. It starts off requesting a tick. If it goes to the click on the X pictures the captcha window stays the same size.Users have to scroll vertically and horizontally to view the pictures. How can I resolve this?

Hi everyone, I have been using Freshdesk with my support team for a year and I still have several things I can’t do (or at least, I have not found how to do them).First and foremost is the possibility to filter tickets, contacts and companies using contact or company fields (and more precisely custom fields). For instance, par of our customers have an « autonomy » contract while the other part have more assistance with several options in their contracts.I set it up in Freshdesk with several checkboxes (one for each additional option)I would like to be able to :list all companies with such or such option filter contact in companies with such or such option filter tickets with such or such optionI can access this by exporting my data but this doesn’t really help my support team for their daily work.

I would like to add a custom button that redirects to a URL and integrate it into the help freshdesk widget. Is this possible?

Is there a way, either natively or via an add on app to allow me to import time entries into Freshdesk?

We have been using Freshdesk for almost two years. Today we noticed that we aren’t receiving notifications for New Ticket creation, customer response, notes, forwards, etc. .It was working until today, I double checked the settings and everything is turned on and agents are added.Is there something else I need to check, how do we correct this?

We have the widget on our website with the CAPTCHA required to contact us. The CAPTCHA recently started having problems late last week and our customers were not able to contact us. We sent test emails and received the same error message.No matter what you do, you cannot get around the CAPTCHA as it always states that it fails. So I had to remove the CAPTCHA requirement for the time being. I raised a ticket regarding this matter on Wednesday but it seems that it is still being worked on. Is anyone else experiencing this issue and is a fix in progress?

I am trying to create a Power Automate dashboard for our steering committee.  Part of the dashboard is to have them assign a priority to the ticket.  The problem is when I try to PUT the updated information in the ticket via an api call I am getting an error that doesn't make sense.  The message I am getting only happens when I try to run the API from Power Automate.  It is saying that the property ...email_config_id to be of type string but is type integer. First, I don't see that field in the ticket, and second, I am not editing that field.  When I try to run the api call via Postman everything works as it should.  What Am I Missing?Postman Config:Postman Params

Is there a way to have out of office set agent availability? We use the app OOO but its not really a long term fix. We only use freshservice. 

Some of our Yahoo recipients are not receiving our emails, there an ongoing issue on this? 

Hello,Will the SLA timer stop or continue to run if an agent is off that day and a customer replied to a ticket? Scenario:Cust sends a request at 8:00 AM FridayAgent responds with a question changing the status to waiting on customer(a non counting SLA status).Agent is off Saturday and Sunday but there are other agents in the office so we are open.Cust responds on Saturday at 10:00 AMAgent responds back at 8:00 AM MondayDid the SLA timer run the whole time from Saturday to Monday?

In our use of the portal, we’ll allow every user an access to the tickets of his company (even if he didn’t create them himself). We work with client teams, with everyone having something to bring to the table: it’s important that they have acces to all tickets.In order to do so, there is a tick box in the contact details “Allow this contact to view all thys company’s tickets”. This is a painful process, to tick all this boxes. And when a new contact is created, it needs a manual action from ou part tohave an operational portal.So I suggest that there’s a dedicated setting in the Portal admin settings, that allow this behaviour to be the default one.

Hoping someone can help. We are a data centre company and have racks associated with customers.When customers want to visit their rack, they need to raise an access request (service request).The service request asks for the date and time of the visit, along with the customer details.The request notification is sent to the security desk to validate their entry upon arrival. Our customers are “contacts” which are assocated with the customers “company”. When a ticket is created, the customer doesn’t always know the racks (assets) associated with their account.I’d like to create a workflow that automatically searches for all the racks associated with that contacts company, and appends the rack ID to the ticket. I believe the process could be achieved by creating a webhook post that looks up assets, but am struggling to understand the API documentation. So in essence, the logic would be:

As of about 3 weeks ago, when viewing a ticket I now see the auto-replies as well as the original ticket. The auto-replies add no new information. How do I hide them? ThanksMat

I am trying to gather specific information on our Freshdesk tickets via API. It seems there is no way to actually get the activities (such as closed via a scenario automation rule) of a ticket via API unless you create a report and export it (Example: https://support.freshdesk.com/en/support/solutions/articles/226460-export-ticket-activities-from-your-helpdesk). This will not work for my needs. However, I feel like certain fields could be useful for our reporting needs, such as Closed By or Resolved/Closed Reason (per agent, automation, per customer, etc…). Unless I’m missing something in the API documentation, I’m not seeing any fields similar to these as part of the ticket API. I know I can get Resolved At and Closed At by using “/api/v2/tickets?include=stats”, but that only includes dates and not who cl

Hi all- I’ve found some topics on this already, but the answers aren’t working for me. I want to update this section of the login page:Instead of having “Are you a customer?”, I want it to read “Do you have a WUSTL Key?”This is what I have tried so far on the login page:<script>jQuery(document).ready(function(){jQuery('.customer-login-link span').text("Do you have a WUSTL Key")});</script> It hasn’t changed anything. Can anyone advise please?

Hello, I would like to know if there is anyway to block agents from changing tickets priorities. Best Regards 

When a user attempts to create a new ticket -- the recaptcha images appear broken but are really just in too small of a div or table. See image below. This happening to anyone else? Anyone have a fix or ETA?  

Hi. We have some articles which are more important for certain keywords than other.For example if someone types iPhone, then the Enrollment articles should be on the top.How can solution articles be promoted to be displayed more prominently? (search optimization)