Using Freshdesk

I want to see the CC button on the submit a ticket page when I select "Can CC Only company contacts" from the ticket fields.  I checked the Display CC Field check box from Ticket Fields. I can not see the Add CC button when I check my ticket form. Note: If I select the “Can CC any email address” I can able to see the Add CC button in ticket form.When click the “Can CC any email address” But I want to see the Add CC button when I select “Can CC only company contacts”.When click the “Can CC only company contacts”Note 2; I have contacts assign to a Company. 

Hello Everyone, I hope you are doing fantastic. I am seeking help from you guys in performing one of the automation processes. I am trying to automate the email notification to one of the shared accounts within the organization for a particular service item requested in the ticket. It will be a great help if anyone can let me know the process. I have been trying with the automated workflow option but couldn’t find success. 

Hello folks! I am brand new to Freshworks environment and have 7 years of Salesforce experience.Today I started my 14 days trial and must get a Freshdesk POC ready for a prospect by Sept 27th.Can anybody offer some advice?I am on the EST time and available in any timezone if someone can help. Looking forward to learn from the community. 🤞

One particular user has mass spammed our support email address 2 times in the last 2 weeks.  For the first one, I contacted FS support and after a few days, they realized the user was blocked and had to manually unblock them on the backend.  I thought the issue was on our side until it happened again and realized it is some type of loop or issue on the FreshService email side.  4 days have passed, and support is lacking on helping.  The user is a VIP and needs to open up tickets via email for their processes but is blocked.  To explain further, the user opened 3 tickets last week, no issues.  The 4th one was opened via the support email address which forwards to the FS email.  In 8 minutes, 142+ emails flooded the support address along with all the users who were CCed.  As soon as FS blocked the requester, all emails to everyone stopped.  After troubleshooting with the user, the first time it happened, it was sent with Outlook via a Macbook.  The second time, an iPhone via the Outlook

I receive this error message “Email rejected due to an unexpected error. Please try again after sometime.” I tried it multiple times and allways get the same error message. At this time, I received this error only for two email addresses under tone specific domain. Direct mails to this address via outlook works fine.Any explanation or solution to this issue. Thanks.

I have a problem with forwarded email from agents. I’ve enabled the option “For forwarded emails, use original sender as requester” as explained in the article https://support.freshdesk.com/en/support/solutions/articles/208268-using-sender-s-name-as-ticket-requester-in-forwarded-emails but when i forward a mail received from a customer (i’m an agent) to our support email the ticket is created with my name and address as requesterHow can i solve this?

Hello,It is possible to change this default approval description? 

HiI am hoping someone can help. We are using email commands (@simonsays) to log tickets from emails populate fields such as category, group etc. These emails come from another system so we dont want to use the from address as the Requester. We achieve this by using the email command to write the email address as a string to a custom field and then use a Webhook to copy this text to the Requester field as below. This all works well.However we now have a requirement to add another email to a custom dropdown list that is also using the requester table. This dropdown is called “Person_Search” I am completely stumped as to what I need to put in the Webhook to replace the “email”. I have tried “Person_Serach”, “Person_Search_Email”, “lf_Person_Search” (and all the other endings and also. { "custom_fields": {           "{lf_person_search_email":"{{ticket.mailbox}}",} }Any ideas? 

Can somebody help me setup the email forwarding feature?I have tried for the last 24 hours without success.I can do a Google Meeting anytime if you are available.Thanks!

Hello community,Does anyone have an automation set up that checks in with requesters once you have sent them a reply?As an example, We receive a request that someone needs help troubleshooting their voicemail. We respond that we would be happy to help, what’s a good time to stop by and take a look? The requester does not respond for several days.I would like an automation set up that automatically sends an email at 2 days and then at 7 days to verify if the issue is resolved or if they still need help - and then sets the ticket as “resolved” after the 7th day. (Our tickets get set back to “open” when a requester responds).Has anyone set this up in their system/workflow that would be willing to share the automation mapping required?Thank you,-J

I am looking for a feature in fresh desk to create a start date and End date . As a business and for our auditing purposes , we need to know when does the agent started his work and ended his work. The work around of changing the agent to occasional agent and making a dummy email is not the best practice .Please consider this requestthanks Murare Bharadwaj

Hi freshdesk Why are you allowing your platform to be used to send out phishing emails?! 

Hi, When forwarding a message the message is not displayed in the main view, but in the thread-view.The answer of the thread is however displayed in the main view, what is quite confusing.Is there a way that, the conversation stays in the thread? 

Is there any way for agents to view the scheduling dashboard for allocated field calls? The agents need to see what the technicians are scheduled for during the day so they can answer customers on when calls are scheduled.

Hi, I need the name or email address of the “responder” (assignee) for each ticket returned by /api/v2/tickets. Thank you   

Currently, there is a way to see how many tickets are affected by each automation rule via API (seems like a count of all time and no way to filter based on date of occurrence). Is there a way via API to get a list of the tickets that were affected by these rules and when or is there is a way to see if an automation rule has run via ticket details? 

Are there any events in workflow automator that can detect when a note/conversation are added to ticket? It seems like new notes/replies added to a ticket do not fire off the Ticket is Updated event in my workflow automator. 

Hi,I’m trying to create a new project or view an existing project with the API; but I keep receiving this answer:"The Project feature(s) is/are not supported in your plan. Please upgrade your account to use it."We have the Pro plan, is this feature only available in the Enterprise plan?Thanks!

I am trying to get the umber from the string but getting the “Invalid Syntax - One of its operands is invalid.” error, will someone help me with this.substring('Your request to Terminate for Test User ID number 12345',indexOf(length(replace('Your request to Terminate for Test User ID number 12345 has been approved and has completed','has been approved and has completed','')),'number',0)) 

Is there a way to append tags to a ticket using the Update Ticket endpoint? Right now it seems to only replace the array of tags instead of adding.

When we configure the support email address under admin setting the customer wants to enable the 2FA so that only authorised SaaS application can access their email server... example by using MS Graph API. Does Freshdesk support the same ?

Is there a feature on conversations in Customer Service Suite that automated to be a ticket on Freshdesk by automation?If anyone khow this feature, can you help me to find. Thank you. 

Is there a way to turn off the SLA time within the Android FreshDesk app? I have it turned off when I go to the admin - workflows - ticket fields - status settings, but when I open the app on my phone, I still see the alerts “OVERDUE” and “RESPONSE DUE”. I would like to have those turned off, so any help would be greatly appreciated.

Hi Team,I would like to know what this below paragrah which is mentioned in your api documentation means.If you’re not getting a result for the above query, there’s a chance that the field might have been created recently or it has been moved to a new infrastructure. To query on these custom fields, use ‘custom_string’ instead of the actual field label.And how do i acheive my search with custom field if this is the condition.

I want to use the Freshdesk portal to release product news to our customers.I am looking for a way to alert the customers when a new article is released to a category. (I called Product news)Is this posible to do, or is there a better way to do this.