Skip to main content

Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

Freddy AI Agent Unleashed: Drive Effortless, Always-On Assistance

(Thu, 5 Dec, 4:00 pm)

Community
Using Freshdesk

Using Freshdesk

CX and Customer Support

4756 Posts

Recently active

Most replies Most views Newest first

ramijamesApprentice

asked in Portals, Emails & Other Channels

Adding a Google group as a secondary support email

We are (unsuccessfully) trying to add a secondary support email for our developer relations team. It is a google group account and so can not sign in via SSO, and does not have a username/password. I can’t find any documentation for how Freshdesk expects us to connect this account so that incoming emails get pushed into their system. Any help would be appreciated.

wendelmoreiraApprentice

asked in Ticketing & Agent Productivity

Need Help: Email Notification Issue

Hello everyone,I recently edited an email notification, but now it's showing up as a blank page and the email sent is also blank. Has anyone encountered this issue before and can help me out?Thanks in advance!

ayinuhaApprentice

asked in How do I....?

Problem: Receive SMIME signed e-mails

Until now, there was no problem when we wrote signed emails to the ticket system email.Since the last update, these are no longer displayed correctly, as now only ‘Not given.’ is displayed as the description text.Is this problem known?

JamesFContributor

asked in How do I....?

Possible to merge tickets without assigning them to person who merged them?

Freshdesk did not used to assign the merge tickets to the person who merged them. This seems to have started happening recently. Is there anyway to disable this? We do not want the merged ticket automatically assigned to the person who merged them.Thank you,

Chris DenmanContributor

asked in Ticketing & Agent Productivity

Preventing customers from editing ticket fields

Hi, Is there a way to provide fields which are edible during form submission, but not editable in the ticket view after submission? Many thanksChris

PkiesslingApprentice

asked in Ticketing & Agent Productivity

Is there a way to revert back to old View list

Hello Our FD has gotten an update so now that View List stays open and more importantly when going back to the list focus starts in the Search for views.Meaning you have to clikc away in order to use Arrow keys etc. Very annoying.Is there a way to switch back to the old one that showed itself like a hamburger menu and then went away after you clicked the list you wanted?

ian_kContributor

asked in Analytics, Reports & Dashboards

HiI am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.

Wiggy42Apprentice

asked in API and Webhooks

Widget - to be always open in centre of the page

If there a way to use a widget so the widget is always open and embedded in the middle of the webpageI would like it to be always open as it is on this website https://www.directline.com/car-cover/contact-usI can only place it bottom left/bottom right with a help buttonIf I try and use an iframe, it no longer appears bottom left or right, but the content does not load.

NicoleKinApprentice

asked in API and Webhooks

Webhook to GET email attachments using JSON

Hello!So, I wanted to be able to use the webhook function to extract attachments from tickets automatically after a desired trigger action and either save them to a dedicated file destination or send the data to an application to immediately print pdf/xlxs files. I’ve been reading the documentation, but I think the “Using Webhooks” article might be outdated and would appreciate some help to make sure it works as intended. As I understand it, the JSON code would look something like this:{ "name": "Fetch Email Attachments", "url": "https://yourserver.com/webhook-handler", "http_method": "GET", "headers": { "Content-Type": "application/json", "Authorization": "Basic YOUR_BASE64_ENCODED_API_KEY" }, "payload": { "ticket_id": "{{ticket.id}}", "event": "{{event}}" }, "trigger_on": [ "ticket.created", "ticket.updated" ]} However, in the Trigger webhook section I don’t have an option to edit the body, so I can only assume that the website already has the function writ

DcassApprentice

asked in Ticketing & Agent Productivity

FreshDesk - Agent Reply CC Field Auto Populate Issue

Hello,We are experiencing an issue, where an agent goes to reply to a ticket and the CC field does not populate correctly based off the last reply. So instead of the CC field only containing people from the last reply, it will populate people who were on the thread earlier but were removed in recent replies. I know when an agent replies, the To line will always be the requester of the ticket and that the CC field will auto populate based on the people included in the ticket/replies. These tickets usually have multiple external contacts responding to the thread, which they are not aways responding to the latest message and not always replying to the same people (to/cc). Different responses can be From different people, To different people, and CC different people, while replying to different messages in a thread. I think they may be whats causing the CC field to not populate correctly.This is a big issue for our IR team, as they are responding as agents and have wrongfully sent replies/

Navin DenzilCommunity Manager

published in Apps and Marketplace Integrations

Freshdesk Latte & Link

Hi folks, I’m Navin, a technical writer here at Freshworks. I’d love for you to join our upcoming Freshdesk Latte & Link—an informal, three-day, text-based conversation, live from November 12 - 14, 2024! It is focused on helping you make the most of Integrations in Freshdesk. This is an opportunity to discuss and learn more about using the different apps you can integrate Freshdesk with to improve your customer experience strategy. We’d love to hear from you, so please send us your queries, and our experts will respond within three days. Topics include navigating the Marketplace, Integration best practices, suggestions/feedback on existing integrations, and new apps you’d like to see in the Marketplace.Whether you're new to Integrations or looking to dive deeper, get the answers you need at your convenience.Here are some of the most commonly installed apps we have recently launched, for which you can raise queries:CRM - Salesforce, Hubspot, and Pipedrive (Connector Apps). These ap

Debbie LarsenApprentice

asked in How do I....?

Forward ticket via email to external - including all information

I’d like to forward a ticket, including the description, location ect. in forder for the external company to place a hardware order. I´ve setup the service item, workflow and everything is working, besides the information part. It won´t simply not drag the information over in the email. All above should be done without an supporters interference, and after the ticket is forwarded et will be resolved.

guruprasathApprentice

asked in Knowledge Base

Which is the best cloud telephony provider compatible with Freshworks CRM?

I’m looking for the best cloud telephony provider compatible with Freshworks CRM...

yash2504Apprentice

asked in API and Webhooks

How to send attachments while calling "Create a Note" API of freshdesk from salesforce

We are calling “create a Note” API of fresdesk from Salesforce but not able to send attachments in the correct format. Can anyone please help with an example of how to send attachments with the request ? Our code:LWConFileUpload(event) { console.log('event.target :: ', event.target); console.log('event.target.files, ', event.target.files); const file = event.target.files[0]; console.log('file:: , ', file); var reader = new FileReader() reader.onload = () => { console.log('reader.result :: ', reader.result); // var base64 = reader.result.split(',')[1] // this.fileData = { // 'filename': file.name, // 'base64': base64 // } this.fileData.name = file.name; this.fileData.base64 = reader.result.split(',')[1]; this.fileData.file_size = file.size; this.fileData.content_type = file.type; } reader.readAsDataURL(file

asked in FreshThemes Gallery

Portal Themes list

Where can I see a list of all themes? Paid also.Why is this not built into the product?

Mr.Southern86Apprentice

asked in Automations and Workflows

activation email within automations

I’ve been using Freshdesk now for 18 months and it’s great. We’re really seeing the benefits and starting to onboard more clients and products. However, with expanding this is now throwing up some problems as the products differ. For example I have two products, Product 1 where I want customers to sign up to the portal and have multiple interactions. Product 2, I want the customer to share information one a singular transaction and nothing more. The problem stems from the activation email, it will email both customers after 5 minutes and invite them to sign up.Product 1 has a need for this activation email, Product 2 does not and this creates confusion. If we could skip activation email via the automations (like we skip notification email) this will help solve my problem.

JosvandenEndTop Contributor

asked in Automations and Workflows

Out of office widget blocking Freshdesk menus

Hi there! We are a big fan of the “Out of Office” functionality within Freshdesk. We mainly use it in two scenario's:When a agent is really a day of or on holiday When agents are working in Freshdesk, but not on 1st of 2nd line callsIn both cases, our 1st line calls (incidents, user-questions) open without an agent when the customer replies.In this second case, it can be very annoying that the widget is hovering above some important stuff in Freshdesk. Attached you can see that the widget is blocking the time registration menu of a ticket. I also attached an image where you can see that it blocks the Fresdesk Support Chat. Would it be possible to have this widget differently implemented, not blocking any important menu's?

Lars SkjønbergApprentice

asked in Portals, Emails & Other Channels

Freshdesk very long SPF record is a problem

Hi, we are using Freshdesk support desk and until now Freshdesk has been sending email’s on our behalf. This means that we have to add email.freshdesk.com to our SPF record. This means that Freshdesk alone adds 8 DNS queries to our SPF record and the standard allows for only 10 in total.For comparison Microsoft adds two for the whole of Office 365.Now, what i have feared has happened and we have passed the limit and our SPF record is not valid anymore. I don’t know if we added the one or if Freshdesk added another sub record.There is really two problems, one is the size of the record to begin with and the other is that Freshdesk can add subrecords at anytime without any of their customers knowing and pushing that client over the limit.I think therefore it is very important for suppliers that have SPF that is used by alot of customers to be very small and maintained correct.One solution is to create your SPF record and then only add ip addresses to this record that you then maintain whe

DogkasApprentice

asked in Ticketing & Agent Productivity

Ticket field - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug?

sarawomskiApprentice

asked in Ticketing & Agent Productivity

Ticket Templates

Will the description provided by a requester get overwritten if the agent changes the ticket template of an existing ticket?

sakhlaghiApprentice

asked in Analytics, Reports & Dashboards

Limiting metric results

I’ve created a report in Freshdesk to show customers with the most unresolved tickets. It works, but I get too many results to be readable. Is there a way to limit the amount of results, something “list only top 10”?

Ellis_PDMSCommunity Debut

asked in How do I....?

How do I resize the ticket comment box in a portal ticket view page?

Hoping this is the correct place to post.Within a Portal, in the Ticket View page - I want to allow the user to resize the comment field when they are replying to a ticket. I have successfully managed to get this to work within ticket submission using the below CSS:---- div.fr-wrapper.show-placeholder { resize: vertical; } ----I cannot figure it out for the comment field, when replying to a ticket on the Ticket View page.Any assistance is greatly appreciated.

CaseyLApprentice

asked in Knowledge Base

How to share previews of solutions with colleagues who do not have agent access?

Hello, We have built some draft solutions articles that we need to preview with people who do not have agent access. Is there any way to do this? Or do we have to give them agent access to view previews? Thanks, C

joshvengleyContributor

asked in Portals, Emails & Other Channels

Email Delivery Latency with Ticket updates and Creation

We are seeing email delivery latency with ticket creation, updates to tickets lately. It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated. Looking through the archives, it seems this has been a topic of conversation, but wanted to see if any others are experiencing this type of latency?

BenjisApprentice

asked in Portals, Emails & Other Channels

Add a training (videos) section

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I create a new portal or a custom section in the theme (we have a custom theme with Breezy)? I’m not sure what is possible.

1
2
3
4
5
6
...
191

Page 3 / 191

Badge winners

Tintinhas earned the badge Smooth talker [5]
joe_13322has earned the badge Salud, Ideator
joe_13322has earned the badge Lightning (Mc)Learner
rene.winterhas earned the badge Salud, Ideator
Susanne Ewéohas earned the badge Wizard of Creative Thinking (5)

Show all badges

Powered by Gainsight

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK