Using Freshdesk

Hello, We are interested in utilizing the customer portal feature, but are looking for a way to hide our internal notes. We essentially created a contact (for example contact name would follow this scheme ‘Internal Notes - TiresRUs 00300’ ‘Internal Notes - TiresTireTire 00400’ etc.) for every dealer within our system. We then link this contact to the company in the name. This contact is used when we don’t have the person who called in as a contact or when we have a meeting with a large group from that company or even when we want to make internal notes about their account. The issue we are running into is that if we give the user access to see all tickets on their portal (all tickets for anyone with the company) then they could then see our internal notes tickets as the generic contact is tied to the company. See the dilemma? We are using private notes, so while the customer could not see detail, they could still see a ticket out there and it could lead to unnecessary questio

Has anyone had an issue with some emails becoming tickets but not all emails? These are for new requests.I can see the emails in the mailbox but they are never picked up by Freshdesk.

Hi Team, Hope all is well, So basically, I’m trying to use fresh service API to create some integration for our use,  We have created a custom field called “Required Members” in the ticket requested items that it searches in the user's directory and take it as an input, like the below screenshot:  So basically, I’ve used an API call from the documentation to retrieve me the values of all the custom fields that we configured to this ticket, but for this field specifically it returns us the ID of the user which we don’t need it at the mean time, and instead we need to retrieve the email ID. Below is the response to the API call 

I want to add a 2 week duration to a ticket.  I use the following formula in the expression builder and I am not able to get the formula to add 14 days or save as a string value"{{ticket.created_at | date: '%Y-%m-%d'}} - {{ticket.created_at | date: '%Y-%m-%d' | date_add: '+14 days'}}"What am I missing?

Hello,we have a workflow that it’s basically a Create user Workflow for microsoft active directory (on premise). Suddenly yesterday we noticed that it’s not working anymore, we checked the entire workflow and server config, nothing changed, the ports are open, the orch connects to the server etc.... The freshservice logs says that the user has been created but actually it’s not created. If someone had same problem let me know if there is any solution to this.It’s not something really complicated, it worked with no problems for months.

HelloI am trying to set up the Intune App and keep getting invalid params.  I followed the instructions, to no avail.  Has anyone had this issue and if so how were you able to correct it?

Hello, I have 2 different portals in my organization, one is internal and another external.Today I can see that if someone uses the URL of the internal portal, they can access it and create tickets because the Everyone is set to create tickets in the portal options. Here is the current configuration: Is it possible to make the internal portal only accessible by internal people? 

I am configuring a Freshdesk demo account which is needed for a demo tomorrow. I encountered this: “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” first thing in the morning.  Had a chat with customer specialist and open a ticket myself, but the problem still persisted. We have lost more than half a day of preparation already. What are your experiences? How long did it take Freshworks to resolve your problems when you faced similar problem? Shall I forget about what I have prepared so far and create another trial and redo everything? I have around 22 hours before the demo. 

Hi, Support should be able to switch a public note to private and vice-versa. Thanks, Bilel

Hello,I'm getting "429 - Too Many requests" errors when trying to consume the FreshDesk API.My plan is Growth. Can't I use the API?Thanks

Will you solution with Freddy AI work with all languages as OpenAI dos or only the major ones? More specific could Freshchat and Freddy AI talk to our customers in Norwegian?

I am trying to use RestSharp to call the outbound_email endpoint.If I don’t include an attachment I am able to post to the end point successfully, however when I do include an attachment using the code below it fails. var client = new RestClient(outboundEmail); var request = new RestRequest("", Method.Post); request.AddHeader("Authorization", "Basic " + Convert.ToBase64String(Encoding.Default.GetBytes(apiKey + ":X"))); string attachmentFilePath = filePath; byte[] attachmentBytes = File.ReadAllBytes(attachmentFilePath); request.AddHeader("Accept", "application/json"); request.AddHeader("Content-Type", "multipart/form-data"); request.AddFile("attachments[]", attachmentBytes, file.pdf, "application/pdf"); request.AddParam

is there anyone facing Facebook and Instagram oEmbeds Breaking Issue?? 

I want to make a workflow for mails recieved between Saturday 20:00 to Monday 05:00.For the saturday i try this: if(weekday({{ticket.created_at}}) == 7 and substring({{ticket.created_at}},11,13) > 20) But i keep getting "invalid operator” errors. als i cant seem to find a list of what format the value of the placeholders (like {{ticket.created_at}}) are.Can someone help me on how i can do this?  

Hey guys. All good?I would like to understand how you manage your predefined asnwers, the templates?Here in our team, we find it difficult to identify when people use or dont using it, because everyone has their answers registered on their machines, offline. However, this causes us problems with tone of voice, standardization of processes, etc. And within Fresh we were unable to have a report on the use of these responses, nor a search tool to manage them.If anyone has any tips it would be great! :D

Is this possible? Let’s say I have a client that creates a ticket by email. In this instance, it comes in from testco.com with subject of Server not accessible. Can there by a processing rule that could then append the subject of the email with the company name and change it to: Testco Server not accessible for the ticket? 

We have occasional issues where a ticket created via email, is missing text.   Weirdly enough, the only time it happens, is when the text is copied/pasted from the McMaster-Carr Website.  ============For example, here is the text in the service account’s email.  Google Business Workspace or whatever Google is calling their business email these days.  This is the same text in the Freshdesk ticket: ===========================I opened up a support ticket, but the response was to have the original website change their HTML.  Unfortunately not an option.Has anyone else seen this or have a workaround?

We want to simplify the Portal for certain users and limit the service items visible to them.  We don’t want to restrict those items for other groups, so I cannot say “only visible to” option because it needs to be visible to everyone, but for this group limit only seeing a subset of the service catalog?  Any ideas? For example, for our walk-up Radio shop, we want the service catalog for those users logged in to only show Radio items.  

Hi everyone, Have noticed the last few days that when a customer replies to a ticket the entire ticket thread is copied in on their reply making the ticket text difficult to navigate and find replies easily.It only seems to have begun this behaviour the last few days and we’ve not made any changes to settings.Anyone else getting this behaviour? It’s quite annoying for sure!ThanksRob

Hello, If a ticket is merged together the secondary ticket will get closed. So the requester gets an email saying it is closed. I want to make a workflow whereby if the requesters ticket gets merged, that they recieve an email saying that the ticked is merged. This is what i got from this forum:I’m new to freshservice so i hope this is possible

If I am using APIs to create and update users (contacts) on freshdesk, I have to call separate APIs to update the user and activate the user (through invitation link). Is there a way to add/update password of a user through API ?

If anyone is wondering why their pages rank poorly on FreshDesk, one of the potential solutions is to customise your portal (Admin → Team → Portals → Customise Portal →  Layout & Pages → Portal Layout → Head) and setup the correct tags for inclusion.The FreshDesk “Head” defaults are poor / obsolete and will cause your pages to rank and spider poorly. If you edit the Head you will see the following default:<title>{{ meta.title }}</title>{{ meta | default_meta }}Your mileage may vary but I found you can replace the above with the following, using dynamic placeholders, to provide better page SEO. Remember to keep your page title to between 30 and 60 characters, and your page description between 50 and 160 characters. I hope this helps someone else out there struggling with FreshDesk’s poor SEO capabilities.<!-- Replace "Your Site" with your actual site name -->

Ok, so when styling up a portal in FreshDesk the CSS page under customization appears to be VERY limited.Single and double quotes are escaped into HTML safe variants @ symbols are simply not allowedGiven that these issues mean that ::after/::before pseudo classes can not have content added, and that media queries are also impossible, what gives? I understand that you do this to prevent DB injection by removing suspect characters, but it REALLY hamstrings the product.So, we’re forced now to have an external stylesheet to achieve what should be a simple matter.The product forces companies to do work around after work around after work around when it comes to both branding and forms.You guys really need to sort this out.Unless, of course, I’m missing something obvious? 

As a manager, I’d like to check out some of my team’s recently closed tickets every once and while--- confirm they handled them the way I advised or just can my eye over a list of items closed in a given week. So, I want to filter some of my list views based on Closed Date. Does anyone know of a way to do this?I opened an idea to allow filtering lists on ANY standard date field. Please upvote: https://community.freshworks.com/ideas/filter-lists-on-any-standard-date-field-30590 

Hi, we have 2 accounts with Freshworks, one Freshservice Enterprise and one Freshdesk free tier.  I have setup SSO in both and the authentication works fine.  On the FreshService instance sign-on page I get a button “Sign in with SSO”.  I don’t get the “Sign in with SSO” on the Freshdesk instance.  How can I make sure the Sign in with SSO button is available on the Freshdesk portal log on page?freshdesk logon page