Using Freshdesk

I’m making requests to bring ticket data and I’ve included the stats. However, I noticed that in some requests the first_responded_at field has a date before created_atExample: "created_at": "2025-08-04T21:17:28Z",        "updated_at": "2025-08-29T14:40:53Z",        "associated_tickets_count": null,        "tags": [            "PROD02221-594"        ],        "stats": {            "agent_responded_at": "2025-08-06T20:43:38Z",            "requester_responded_at": "2025-08-06T19:47:42Z",            "first_responded_at": "2024-12-02T21:53:47Z",            "status_updated_at": "2025-08-11T15:30:51Z",            "reopened_at": null,            "resolved_at": null,            "closed_at": null,            "pending_since": null What could be causing this?

Our organization has different email addresses and AzureAD UPNs.For example: UPN=name@example.com,  mail=name@example2.comAt this time, when we create a request via email, the SSO account is not tied to the ticket.Freshdesk allows to define multiple email addresses for customer field.Can I link multiple email addresses in SAML?

I am using the Freshservice API, and I made a change. I now want to submit the change for approval, but not against 1 person. It is more like a group of people. In the Web Interface, I would normally click “Request for approval”, then click “CAB Approval” and then select say “Canada - CAB”. Then a list of 5 people appears with checkbox. I want to keep them all checked, but change the type to “anyone can approve”.The endpoint I have for making approvals is “/api/v2/ticket/1448/approvals”, and json object body is {  "approval_type": 2}but I keep getting 404. Also I have no idea how to set up the body json for my specific request. Does anyone know? Thanks 

Hello  How can we customise the ‘Article Voting’ text (see below image for what I am referring to). We simply want to change the text to “Was this article helpful? Yes No”. Can you provide a Liquid snippet of code to get us started and we can achieve this ourselves from there.   Our existing liquid code for the Article View is just:         …..       <hr />            {{article | article_attachments}}        {{article | article_voting }}        </section> Also how can we customise the ‘Article Voting Feedback Form’? See the below image for what I am referring to. We want to change the text on this form and add different checkboxes. Can you provide a Liquid snippet of code to get us started and we can achieve this ourselve

Hello Freshdesk Support Team, We are experiencing a limitation with the Freshdesk API v2 that is impacting our integration and reporting capabilities. Issue Summary: We cannot access thread conversations (Private Threads, Forward Threads, Discussion Threads) that exist within ticket notes via the API, even though these threads are visible and functional in the Freshdesk web interface. Current Situation:  What Works:  We can successfully retrieve main conversations using: GET /api/v2/tickets/[id]/conversations We can see private notes and public notes - The web interface shows all threads correctly  What's Missing: Thread conversations nested within notes are not returned by the conversations endpoint - Multiple replies within a Private Thread appear as a single note in the API response We lose the thread hierarchy and individual messages

Is it possible dat freshdesk server is down?We cannot access it...

Hi,I’ve created a feedback widget.I’ve added the related code to the footer connecting a button with a JS listener and it’s correctly opening a ticket.I’ve tried to pre-fill the most of the filed ( native and custom ) following the documentation:https://developers.freshdesk.com/widget-api/But the filed are not auto filled.I’m sharing the code, could you please confirm that the structure in correct ( we can asume that the maping is correct ) : <script>  window.fwSettings = {    'widget_id': 103000008811  };  !function(){if("function"!=typeof window.FreshworksWidget){var n=function(){n.q.push(arguments)};n.q=[],window.FreshworksWidget=n}}();</script><script type='text/javascript' src='https://euc-widget.freshworks.com/widgets/103000008811.js' async defer></script>

Has anyone had success with reminding requesters to reply to tickets? For example, agent replies, if hours since agent replied is 9 and status is awaiting response, send email to requester.I found this post from several years ago, but I’m trying to avoid adding checkboxes to our ticket forms just for this purpose. I’ve implemented the below but it just fires an email every hour on the hour once the top condition is met; apparently disregarding the second condition (listed below).  As a bonus, we’d like to only send the email during business hours. First attempt conditions (all):Status is awaiting response Business hours since agent replied is greater than 8 Business hours since agent replied is less than 9Result: User receives email every hour after 8 hours regardless of ca

My team has been creating KBs using the Solutions module on Freshservice. But every time we use the search bar to look for them, they don't populate.We even typed the whole name of the KB, used keywords or tags, and nothing shows up.  

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?

Hi everyone,I am trying to set up email triggers in Freshdesk to automate responses based on certain ticket conditions. However, I'm unsure how to create custom triggers that would match specific keywords in the subject line. Could anyone guide me through the process or provide some examples of custom trigger setups?Any help would be appreciated. Thanks!

Hi there,Just a question to create a discussion: we are looking for an tool to easily create API Documentation. We are very impressed by the way the Freshdesk API is documented. Does someone know which tool Freshworks uses to create these API documentations pages? If not, any other experiences with great tools to create API documentation?https://developers.freshdesk.com/Kind regardsJos van den End

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles but they “snap” back to where they originally were.For context I have Admin and Agent permissions.Any help or known issues would be appreciated. I haven’t found any answers searching so far.

Hello All,I created one ticket in Fresh desk by using template and then i reply to my customer from the ticket which i have created in freshdesk.Now my customer using their ticketing system and he replied to me by adding their ticketing number in subject line they why new tickets are getting generated ? 

Hello Freshworks Community !! We just wrapped up Refresh North America 2025, where we unveiled powerful CX innovations designed to help your teams support customers better, resolve faster, and scale with confidence. Here’s what’s new: Freshdesk Omni with the Command Center The Command Center brings together conversations from across channels, context, and intelligence into one centralized workspace. Agents can personalize interactions and resolve issues faster without switching tabs or juggling multiple tools. Admins gain full control over workflows and performance, with flexible options to configure routing, SLAs, and channel-wise availability. Agentic AI is embedded throughout, delivering out-of-the-box intelligence fro

Hello Freshworks Community,I’m looking for advice on how to automate workflows effectively in Freshworks products. I’d like to learn about practical tips, common challenges, and ways to improve efficiency using automation.

Hello, I am currently redesigning our user portal and service catalog.Is there any way to create, within a service request, a dynamic list that automatically suggests and provides access only to users belonging to specific groups, based on the requester's groups or other requester attributes?

I was having weird effects with seemingly random keyboard shortcuts being activated. After weeks of aggro I finally happened to look at the list of shortcuts and realized why - they use a combination of normal letters without an interrupt key. No ALT or CTRL. So being a fast typist kicks off a shortcut any time I type a ‘g’ and then another letter after it. This particularly happens when typing a reply to a customer and I often lose a bunch of what I had typed. Blecch. My only workaround for this is to disable the shortcuts entirely.It would be really nice to be able to use some shortcuts. Could they be changed to properly use an interrupt key? Or be modifiable by user?

Hello, I am currently redesigning our user portal and service catalog.Is there any way to create, within a service request, a dynamic list that automatically suggests and provides access only to users belonging to specific groups, based on the requester's groups or other requester attributes ?

When I did a test e-mail, I got a ticket on the support page and not in the general freshdesk. Why is that and how do we only get tickets from customers in the general freshdesk?

Sometimes when I type in the ticket response, random letters insert random words. It doesn’t happen all the time, and closing the freshdesk tab and reopening it makes it go away… for a little while. I’ve tried turning off extensions, different browsers, etc.. It’s driving me crazy

I am trying to gather specific information on our Freshdesk tickets via API. It seems there is no way to actually get the activities (such as closed via a scenario automation rule) of a ticket via API unless you create a report and export it (Example: https://support.freshdesk.com/en/support/solutions/articles/226460-export-ticket-activities-from-your-helpdesk). This will not work for my needs. However, I feel like certain fields could be useful for our reporting needs, such as Closed By or Resolved/Closed Reason (per agent, automation, per customer, etc…). Unless I’m missing something in the API documentation, I’m not seeing any fields similar to these as part of the ticket API. I know I can get Resolved At and Closed At by using “/api/v2/tickets?include=stats”, but that only includes dates and not who cl

I’m looking to better understand how many people use the Auto Email feature in Freshdesk.In it’s current form it’s an On/Off option and you are unable to limit what Groups or other ticket fields it can be enabled for. I’ve raised on the Ideas Forum () however I’d like to know if any other companies are using the feature.I don’t want to enable it on all tickets, and instead limit it to doing First Response on non SLA contracted questions/account problems, rather than big P1 total loss of service tickets.Thoughts? 

I go about my day answering tickets and after a few, I run into a bizarre problem. When I type, random words replace the letters I am typing. The words are completely random and don’t have anything to do with anything I’ve previously typed. Even the backspace key triggers a word. It only happens in the Freshdesk window. If I close the tab and reopen, the problem goes away… for a while. I’ve tried disabling extensions, different browsers. I just can’t figure it out.

Hi,The last 4 weeks we get this error 3-4 times a week, but why…Every time I log into Freshservice to solve the issue, but there is no issue in Freshservice. So self healing - But why have it increased? Do Freshservice have a heartbeat monitoring towards O365, and the threshold is to low? (just guising) Do other have the same issue with increased number af mails about this matter, or are we alone on this?/HenrikE-mail we receive from Freshservice Support:Dear Admin,Your Freshservice custom mailbox “xwz” (xwz@xwz.xwz) is unable to send outgoing emails due to an unknown error.Despite our efforts, we were unable to re-establish a connection with your mail provider's server. This email is to notify you of this.What are my next steps?Please try again later. If the issue persists, contact your mailbox provider for assistance.