Using Freshdesk

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HiI’m a Freshdesk ‘newbie’. We are using the platform as a helpdesk to manage some contract creation with our various clients. It’s useful to keep the audit trail of all the dialogue, search for past work etc. My question is actually simple. I have set up freshdesk to send notification emails to my preferred email address. I would prefer to manage the ticket dialogue with the customer via email, rather than login to the web URL.Is there a way that I can have a two-way dialogue via email (outlook) and the emails all drop into the ticket audit trail?If not, does Freshdesk have a desktop app that I can use to manage the tickets, rather than login to the web url?ThanksMark

Hi Everyone,Just wanted to ask if anyone else is having bad customer support, I've been waiting 11 days for a response from the billing department, I've chased multiple times and no response.

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I know that merge tickets close out the secondary tickets and attaches to the primary ticket but do the users who submitted the secondary tickets still get replies if i reply to the primary ticket? Does associated tickets do the same? Do the associated tickets get the reply if you reply to the primary parent ticket?

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.

Hi,I'm trying to automate tag management: when a ticket is updated, I look at the value of specific fields to change the ticket tags.It works fine to add tags, but not to update them. My use case:In a given dropdown field, each value has an associated tag. I have three fields, and when the agent changes the value of any of the fields, the automation should change the tags too.By using a PUT request to update the ticket, it works if there's only one tag (one field with a selected value). If there are two tags, instead of updating the tags list, all new tags are appended to the list. Illustrating:old tags = [‘field1_tag1’,’field2_tag1’]new tags = [‘field1_tag1’,’field2_tag2’] → this should be the ticket new tags valueupdated tags = [‘field1_tag1’,’field2_tag1’,’field2_tag2’] → this is what shows in the ticket I'd like to know if that is by design or if I'm missing some inform

I was using freshdesk so many years without problemsI’v detected that my user than then me and email to soporte@mycompany.com are not been picked by freshdesk, so in freshdesk I have no ticket opened, but in my reail inbox I have a lot waiting for be solved.I use google bussinges account so when an email arrive to soporte@mycompany.com should will be redirected to mycompanysoporte@mycompany.freshdesk.com but when I try to send an email to this account I get a bounce  Esta es la respuesta del servidor remoto: 550 5.2.1 Mailbox disabled, not accepting messages - 14c89627-daa8-4433-ad58-a0a947ecd7cb freshmail [0b32af9e]  

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We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

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.    

Hi,We want to connect some of the emails that are sent from our platform to the Freshdesk threads using `Message-ID` header. The problem is when we put Freshdesk inbox email to reply-to address, the email doesn’t appear in Freshdesk at all. Here is an example of the flowWe send an email to the client from Freshdesk similar to below From: freshdesk-support@company.comTo: client@email.comCc: platform@subdomain.company.comSubject: Some subjectBody: Email messageThen, our platform parses the email and stores the Message-ID headers and send the following email From: platform@subdomain.company.comTo: client@email.comCc: freshdesk-support@company.comReply-To: freshdesk-support@company.comIn-Reply-To: Initial message IDReferences: Initial message IDSubject: Reminder for some subjectBody: Another email message

I spent 15 mins with Support today trying to create Business Hours for New Years day. Since it is in 2025 it’s not possible.Ludicrous!

Managing a support desk operating in one time zone only, but handling customers from multiple timezones, is a challenge. Let's imagine this:My helpdesk has 1 agent. This agent works in timezone EU. This agent handles both customers: Customer 1. Their contracted SLA with us uses business hours in EU, same as the agent.Customer 2. Their contracted SLA with us uses business hours in US, not the same as the agent. How can I set up Freshdesk to support this - so that:In a ticket queue sorted by "Due by" it is related to the specific customer's business hours, and not the agent group business hours? When I pull report on for example SLA violations, these SLA violations are related to the relative business hours of the customer?Example:Customer 2 reports a ticket that has a 1 hour resolution time. They report the ticket at 4PM (US time). The agent (working in EU time) resolves the ticket at

When we want to email a Suggested Solution as Inserted Content, the footer logo's get sized 3x or more when recieved in the email.How can we prevent this?Article:Email:Comparison: Any help would be appreciated.

Hi everyone,  How can I see what users have an active client portal account? Doesn’t appear to be any report.Can’t de-activate and customer from logging in.Can’t allow just a group of users/customer segment to use it (yes know can do to knowledgbase).Anyone found another solution that links with Freshdesk. Thanks in advance. 

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I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.

When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic. However, we cannot find any user reply to the ticket as a comment on the forum topic.Is there a way to convert the user’s ticket reply as the forum comment? Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.

Moose Red portal theme for Freshdesk This template is fully compatible with Freshdesk Mint.Moose Red portal theme for Freshdesk has a modern wave pattern. The homepage layout features prominent custom blocks with icons overlapping the hero unit. These blocks have static links to any page on your portal. The search option is in the header on all pages, and your users can find it easily. Moose Red them

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

I’m new to Freshdesk and have been attempting to import our assets from a csv file.The importer seems to run just fine, but always fails on the date formats.I have set the date format to the default YYYY-MM-DD HH:mm, which is also the exact format used in the csv file.Is this a bug, or am I doing something wrong?

Hello all,As the title says, Is there a way to automate adding a to-do list to a ticket. I am looking to attach a list to a ticket based on certain conditions, so as whosoever picks that ticket knows what all steps are required to resolve it. I open to using 3rd party app. The endpoint to create a to-do list is also not available unfortunately. Thanks 

Is it possible to revoke portal access for a single customer?