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Using Freshdesk

CX and Customer Support

4885 Posts
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Contributor
francisco789Contributor
asked in Portals, Emails & Other Channels
Blocked outgoing emails

Hi, I have had a freshdesk account for several years. today I sawis this message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account is https://poderjudicialvirtual.freshdesk.com/ Everyday I get around 50-60 tickets. It is kind of urgent for me to solve this. Any suggestion?  Thanks a lot in advance,

204
F
Contributor
acn084
Top Contributor
acn084Top Contributor
asked in API and Webhooks
freshdesk webhook to check field and ignore

I created an automation to create a new freshdesk ticket my ticket is closed.I have a required dynamic ticket field with Level 1 and Level 2 values. However, some of my Level 1 do not have a  Level 2 set up.    "custom_fields": {        "cf_product_selection": "{{ticket.cf_product_selection}}",        "cf_functional_area": "{{ticket.cf_functional_area}}",    } My webhook is failing  "field":"custom_fields.cf_functional_area","message":"It should not be set, as input is not expected" I tried         "cf_functional_area": "{{ticket.cf_functional_area || ''}}" but it’s still not working. how can I have it check if the ticket has this field and exclude it from my json?  

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acn084
Top Contributor
Pranav Kumar Singh
Contributor
Pranav Kumar SinghContributor
asked in Automations and Workflows
Analyze the behavior of the Workflow Automators

Creating this thread on behalf of ​@Karel_Vlček ‘s behalf who raised this in the discussion:  In ​@Karel_Vlček ‘s own words -  I would like to analyze the behavior of the Workflow Automators I create. Whether they respond to events, how they behave, and why they don't work as expected. How do I view the logs?

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Pranav Kumar Singh
Contributor
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Apprentice
ChaikoApprentice
asked in Ticketing & Agent Productivity
Keyboard shortcuts stoped working

Goodmorning, All of a sudden the keyboard shortcuts won't work anymore.If you switch it off and on again and refresh the page it works once after that no response.Has anything changed with the keyboard shortcuts?

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Apprentice
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Apprentice
Imagine360Apprentice
asked in Analytics, Reports & Dashboards
Reporting for Internal Groups/Collaborators

We have Agents assigned the ticket as primary ticket holder. We then add a collaborator to the ticket via the internal groups field and select the individual. Is there a way to report on the collaborators work?We have some instances where the collaborators part is complete but the ticket needs to remain open for the Agent to finalize things. This causes discrepancies between the collaborators work and reporting.Example: Report on “closed” for the Internal Group/Collaborator and have a separate report for closed for Agent.

781
madhusingh0906
Community Manager
vrutberg
Apprentice
vrutbergApprentice
asked in How do I....?
Configuring Apple private relay email service

Hello,I am trying to configure Apple private relay email service to work with our Freshdesk setup. This turned out to be way more complicated than I tought.I started by adding the domain and email adress we currently use to send and receive emails to the Sign in with Apple configuration: xxx-support.freshdesk.com, and support@xxx-support.freshdesk.com. They were successfully added, and Apple is correctly showing that there is no SPF verification for this domain or email address, as expected.I proceeded by following this guide to add SPF records to our own domain: https://support.freshdesk.com/support/solutions/articles/43170-create-an-spf-record-to-ensure-proper-email-deliveryI successfully added these records to our DNS configuration, but Apple was at this point still showing SPF as being unverified. I figured that this was probably because we aren’t using our own domain name for sending and receiving emails.Now, as I am adding a support email address using our own domain, it seems li

202
vrutberg
Apprentice
prakashhindujageneva
Apprentice
prakashhindujagenevaApprentice
posted in Getting Started
Prakash Hinduja on Helpdesk as a Profit Center: Can Support Teams Drive Revenue?

Hi, Freshworks Community,Let’s challenge a legacy mindset: What if every support ticket was an investment opportunity rather than a cost center?I’m Prakash Hinduja, a Geneva-based strategist who helps Fortune 500 companies reimagine customer operations. After implementing Freshworks across 3 client organizations, here’s the radical pattern I’ve observed:The Untapped Financial Leverage in Your Helpdesk:    Support Interactions as Market Intelligence        Are you tracking feature requests like a VC tracks pitch decks?        Example: A client pivoted their SaaS roadmap after spotting 47 similar "workaround" tickets    First-Response Time = Customer Lifetime Value        Our data shows 22% higher retention when initial replies cite future product roadmaps        Are you training agents to monetize resolutions?    The Swiss Bank Approach to Ticket Management        Why we categorize tickets like asset classes:        "Complaints" = High-Yield Bonds (urgent, high impact)        "Feature R

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prakashhindujageneva
Apprentice
M
Top Contributor
McLTop Contributor
asked in Automations and Workflows
webhook and thread w/in one automation

It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute. note - both execute just fine if the ticket is created directly w/in freshdesk. 

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Daniel Söderlund
Skilled Expert
rtwardzik
Apprentice
rtwardzikApprentice
asked in How do I....?
Responding in ticket to a cc-ed email who is not the requester

Often there are several cc-ed emails on tickets submitted through FD via email (email is the primary method our users create tickets with FD).  When any one of these cc-ed emails responds to the ticket via email, my Reply in FD lists just the Requester who originally submitted the tickets in the TO line. This means I’ll be addressing a question asked by a person in the CC line, but the email address in the To line is not the person I’m addressing.  This has been a source of confusion for our clients / users and looks like I made a mistake in how I am emailing the client. I really need FD ticket replies to work more like how most email services (like gmail) work:  if you click Reply, the email will default the To line to the email of the person who submitted the most recent email response. Is there any setting in FD to accomplish this?  Or does this require FD to change some of their logic? I appreciate any help here!  

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Community Debut
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Apprentice
Robert ZibellApprentice
asked in Getting Started
How can I automate customer follow-ups based on ticket status in Freshdesk?

I'm trying to set up an automation in Freshdesk that sends follow-up emails to customers based on the ticket status (e.g., when it's in "Pending" or "Waiting on Customer").Has anyone successfully implemented this? I’d love to see your automation rule examples or best practices for managing this kind of workflow efficiently.Also, any tips on avoiding duplicate follow-ups would be great!Thanks in advance

482
acn084
Top Contributor
Karel_Vlček
Skilled Expert
Karel_VlčekSkilled Expert
asked in Automations and Workflows
How many Workflow Automators do you use?

We have:Event based for Tickets: 40Scheduled for Tickets: 5Event based for Tasks: 6Scheduled for Tasks: 2

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Karel_Vlček
Skilled Expert
M
Apprentice
matthieu.giorginiApprentice
posted in API and Webhooks
PowerBI

Hi,I'l like to use powerbi to make some reports.I discovered this: https://apps.freshdesk.com/freshdesk_on_powerbi/Looks great.Then I received the mail below, then nothing.Do you know what I'm supposed to do?ThanksMatthieu

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Community Debut
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Apprentice
PamelineApprentice
asked in How do I....?
Export articles - Error : Has to be lesser than current time

Hi all,When I try to export data from freshdesk, i got this error message : Has to be lesser than current time  What should I do to export data ?ThanksPascal

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P
Apprentice
taazathemes
Skilled Expert
taazathemes
posted in FreshThemes Gallery
Almond Theme for Freshdesk Portal

Hi everyone, just wanted to share our new theme for Freshdesk. Click here to preview this theme. The Almond Freshtheme emphasizes simplicity, balance, and alignment. Highlight only the most necessary content and features. It comes with six custom blocks to display key information on the homepage. The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal. FeaturesCustomize the header and footer, display your logo, change the background color, and include additional links.Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional links.Hero Image – Showcase your portal with a hero image that represents your brand. The hero unit height can be adjusted as well.Custom blocks – These blocks are great to highlight key information on the portal homepage.Video blocks – Similar to custom blocks, these blocks are great to display product videos, how-to videos right on

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jasonwebb2322
Community Debut
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Apprentice
FabienMApprentice
asked in API and Webhooks
API key and name

Hello, Our FreshService is interfaced with other software that sends responses or notes and can change the status of tickets using the API. To do this I created an API Key from my profile and provided it to our service provider.The problem is that all the actions carried out on the API appear in the interface in my name, whereas they are carried out in the other software. So I have two questions:Is it possible to have an API Key that isn't linked to a user account?If not, how can I ensure that it's not my name but the name of the other software that appears on the actions carried out by it via the API? Thank youHave a nice day

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F
Apprentice
mikefirstaid
Apprentice
mikefirstaidApprentice
asked in Contacts & Companies
New tickets created from website form enquiry - How to get name from form's name field

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created.  But now it doesn’t use the full name, but rather the 1st half of the email address.  Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name.  So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

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Apprentice
hiroApprentice
asked in Knowledge Base
Knowledge Base - font size in article is very small

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.    

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bkofer
Apprentice
L
Apprentice
LaurianeApprentice
asked in Automations and Workflows
Managing access

Hi,  I would like to be able to control different access for differents clients we haveHow can I do that? For exemple, when someone from the Y company wants to creat a ticket, he should be able to choose his name in a list which will be only accessible to this company. Is it possible? Many thanks for your help Kind regards, Lauriane

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dianapryce
Community Debut
J
Apprentice
jo.medeirosApprentice
asked in API and Webhooks
Filtering for non-empty fields

Hello, I am trying to search for tickets where a specific field is not empty or null. How do you express the NOT operator within a filter? For example, find all tickets where a custom field is not null? I have tried the following format ?query="cf_csat:!null""

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A
Community Debut
Bonesaw
Contributor
BonesawContributor
asked in Automations and Workflows
Problem with dependent fields

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?

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sakhlaghi
Apprentice
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”?

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T
Community Debut
Haru
Apprentice
HaruApprentice
asked in Analytics, Reports & Dashboards
Freshdesk doesn't load

We have a team in Philippines and some of them have been experiencing Freshdesk stops loading for quite some time. 2 agents who experience this issue often are located in Davao Region, Mindanao. Our head office is located in Australia and our call centre is in overseas, but the rest of us barely never have this issue. Is there a known issue in the country or region? This has been disturbing our operation and I need a solution asap. Thank you! 

361
Amrit Mishra
Community Manager
SIVAKUMAR
Apprentice
SIVAKUMARApprentice
asked in How do I....?
Oauth Error in Freshdesk

I've been trying to install the Freshdesk-Salesforce app, but it keeps throwing an OAuth error even though the client ID and secret are correct. redirect url that i used : https://oauth.freshdev.io/auth/callbacki just simply followed the below link for setup.https://support.freshdesk.com/support/solutions/articles/50000009747  

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SIVAKUMAR
Apprentice
Federico Euw
Apprentice
Federico EuwApprentice
asked in How do I....?
Sending notification to agent when a note not his own is entered

Hello everyone,I need a notification to always be sent to the agent assigned to the ticket when a note is added in said ticket (so not only when the agent assigned to the ticket is mentioned)I have tried to do such an automation, but found the limitation in the situation when the assigning agent adds a note to their ticket. In fact in this case the notification still comes to him.Is there any way for the agent not to receive notifications of his own notes added to his tickets?Here’s the automation:  Thank you very much :D 

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Federico Euw
Apprentice
R
Apprentice
REH62Apprentice
asked in Knowledge Base
Edge/Chrome won't display embedded iFrame PDF in Freshdesk but will in Freshservice

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code.Is there a setting in Freshdesk that I can turn off to prevent the code being appended?Thanks in advance for any assistance. 

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Vanya
Community Debut

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