Using Freshdesk

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/

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. Another example is the company name. In the standard company name, we put a numerical ID (because most of the time, this is the name we use internally). But sometimes, we have to search for t

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

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 ParamsPostman BodyPower Platform Custom Connector Config: Power Automate Custom Connector ConfigurationPower Automate Error: Power Automate Error Message 

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?