Using Freshdesk

We have several email addresses and groups in Freshdesk. In some groups, when replying to a ticket we can change the from email address via dropdown, but not in others. It doesn't matter if you are an agent or admin. Why is that and where can I activate or deactivate this?Many thanks in advance.

Hi Team,Is there any API to close(update API) ticket in Freshdesk without giving values for madatory fields. Thanks in advance!Priyadharshini R

I am trying to use Webhooks in Workflow Automator to return “Last Private Note” or “Last Updated Time” from tickets, is there a way to configure custom placeholders?

When we view any ticket page the number of entries it shows per page is 30 if the total number of entries are more than 30.   Is there any option in the settings where we could default the page view to 100.   Please let us know if you need any more information.

I am trying to export all products from FreshService to excel using Power Query I can get the first page but we have more than 100 products to return but I am new to Power Query and I cannot find an example of a method to retrieve all the pages until I reach the last one that works with the data from Freshservice. Can anyone point me in the way of a method that would work. 

Since the default font size of articles is ridiculously small, I'm trying to apply a larger font size.There seem to be an issue with the unconfigurable line-height parameter. How do I fix this.Thank you!

The Freshdesk help widget in our client application suddenly disappears on some clients. If they open the environment in a private Safari or Chrome window, they do see the widget again. On "regular" Safari it does not. Has anyone had the same experience and how did you solve it?

Around Christmas time of 2022, fresh service introduced the option to change the freshdesk theme to a holiday one. I am wondering if there is an app or something integrated into the system that we can introduce for users to be able to change their own theme at will. Our support technicians are the people I am referencing to

How would one use the filter pane when viewing tickets to see "requester responded"?  I can see it in the tabular view but cannot seem to locate a filter for it.  This would easily allow a view into a question being answered by a requester to proceed with ticket execution.

We added a customized field for our tickets which has a drop down list.When we want to filter all our tickets with an option from that drop down list, the results are empty. Is there something extra we would have to do to get those results shown?We are using FreshDesk Growth. Your help would be much appreciated.

How do I turn off or stop the ability to create tickets from people just emailing.

By default it appears that only the requester is added to replies or notes on creation.  When "requested for" is identified by a client submission then the "requested for" should also see the reply.  Is this a setting somewhere we are missing?Additionally, it would be helpful the approver could be notified when that process is being used.  This way the client can submit but a liaison could be notified automatically when ticket is updated as well.

Is it normal for requests for assistance to go over two days without any activity when I ask for help with FreshDesk? I have a Freshservice account but if I try to talk to someone on that side (which has been more responsive) they treat the request as radioactive and punt it back to FreshDesk where it goes unanswered? What puzzles me the most:  I’m the administrator for an account and want to add a license, but can’t get help logging in to buy more licenses.

When allocating a ticket to an internal group (using the shared ownership feature) you can use that group’s automatic assignment rules to pick a suitable agent - just like when a new ticket is created.  However if the group includes collaborators this breaks down because collaborators cannot set their availability.It almost seems like it *should* be possible, because they have a checkbox in the dashboard when you look at available agents.  However, if you check their box it has no effect (unlike with full agents) and is cleared again if you refresh - so it looks like the UI is the same for agents/collaborators alike, but there’s no field to be set for collaborators.I think I could work around this with some home-grown automations, but I’m sure this would put more load on the Freshdesk server than doing it natively using the facilities already in place.  Is there any reason why collaborators cannot have availability, or perhaps a setting I’ve missed which means they can?

Hello,Hope you are doing well.I'm working in a project in which we are going to integrate fresh desk knowledge base articles in our websiteMy question is that is there any way i can filter/retrieve the articles that are published, currently this api also return the Draft Articles in the API response I am using the following API End PointAPI End Point  /api/v2/search/solutions?term=[keyword]

Hi there, we have a lot of differents scenarios (we talk 6 languages) and I think that it’s necessary to allow us to classify Scenarios into folders, or give us the option to search by name of Scenario. Right now we have to navigate page by page and we lost a lot of time.  A serach option in Canned Responses and Ticket templates would we nicee too. Thank you,Oriol 

We are trialing out the free trial and we are getting the following error when trying to send out outgoing emails - anyone know how we can address this to ensure we can send emails out. “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”

Hi there, I am a relatively new user of Freshdesk or for that matter of fact any ticketing system. I have understood the basic functionality of Freshdesk, but now I want to get into the type insights that Freshdesk can generate for me and for that I understand that its important to set the properties for tickets such as TAGS, TYPE and GROUP, is that correct? which one of this field is the most important for ticket categorization and which in turn reflects into reports 

We have created a Custom Field called “Type” which allows us to categorize tickets (printing, network, password reset, etc). I would like to create a custom view which filters OUT some of these ticket types. However, when I select some of the options, I get no results… I assume this is because the filter is performing an AND search and not an OR search (seeking tickets with all of those Types instead of tickets with any of them).Am I missing something? Is the kind of filter I want not possible?

I have opted for free plan in freshdesk and widget stopped working which was working before in trial. Can anyone help me here.

Hey, is it possible to take it off the Christmas theme? the movement bothers me a lot to work 

Pretty much what the title says. I’ve managed to do some pretty cool stuff with the API and PowerShell scripts running on a schedule. Unfortunately, this isn’t something I’ve been able to do.If someone could provide an example of a JSON File containing the body on how an asset is added, that would be great. So far, this is what I have: $APIKey = 'MyApiKey'$EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(('{0}:{1}' -f $APIKey, $null)))$Header = @{}$Header.Add('Authorization', ('Basic {0}' -f $EncodedCredentials))$parameters = @{ assets = @{ display_id = "8232" } }$Parameters = ConvertTo-Json $parametersinvoke-RestMethod -URI 'https://MyDomain.freshservice.com/api/v2/tickets/147710' -Headers $Header -ContentType "application/json" -Method PUT -Body $Parameters For clarity, that would make the JSON contents: { "assets": { "display_id": "8232" }}I probably am missing something bu

Is it possible to set up a second portal for freshdesk, whose domain url would end for example in “.de” and not “.com”? I know that I can set custom url, but I don't know about the ending.

I currently have a knowledge base in my own software and I want to transfer it to freshdesk, but I have a peculiarity, each article in the knowledge base answers several questions from users. Example:question1, question5 and question9 are answered by knowledge article X.Can Freshdesk configure multiple questions for the same knowledge item? Thansk!

We discovered that when changing the ticket list to Table view The dates in the column “Created at” are translated in a strange way.Normally you would get “April 6” or “6 April” But in Freshdesk it says “6de Apr.”The ‘de’ part is a little weird.As far as I know, we cannot change this ourselves.Maybe we can get a Feature Request for this?