Using Freshdesk

Hi,I would like to understand the process for escalating product defects/issues.I am trying to integrate Freshsales and Freshdesk and face a lot of challenges with the sync & integration capabilities. Its been more than a month since I reported the issue and the support team haven't been able to provide a proper resolution yet.Can somebody let me know what is the escalation matrix ? Any contact information - email, phone numbers would be of help. Thanks for the support.

Hello, Sorry for my english, i will tried to explain to you my problem When you send a reply in a freshdesk ticket, the software keeps the history of the conversation.Ok for the first answer, but after that, with each new answer, it keeps the history.DOnc the ticket becomes unreadable. You have to click on "..." with the cross at the bottom (see screenshot).Except we forget every other time.Is it possible to deactivate this? 

Dear Team,Is there any way we can fire a new email from google sheet? Like, in the google sheets there are different fields - to email, subject, content..Then clicking a button (or something like that), email will be fired to the recipient and a ticket will be created (may or may not reflect back on the Google sheet).There is an application/Google Sheet addon, called Mail Merge. But that shoots emails directly from the gmail id. So that does not create a ticket number. I want to have the ticket number generated.Looking forward to your help. Regards,Amitav 

Hello,     I’m having quite the trouble setting up Freshdesk and am doing so in an attempt to set up our company’s first IT Helpdesk and general Kbase solution.  I believe Freshdesk offers everything I need, but if I can’t get this figured out soon I will have to find a different solution.  I’m hoping this Topic post gets a fast response.    I have a custom domain for Freshworks SSO w/ Okta.  This works, without issue.  I also have a custom domain portal for my contacts (employees) to use.  When I create a Freshworks custom policy for SSO, so that my contacts can authenticate with Okta via the Custom Domain Freshdesk Portal, it asks me to select from a list of services - of which it refers to the original Freshdesk Support Desk domain name (not the custom Portal name - I suspect this is only referring to the account and not an issue).  Thus the problems begin: From Okta SSO: I click the new tile for Freshdesk, expecting to land on the Portal, and it takes

I want to host knowledge base for my users on my website using freshdesk. But i want this knowledge base to be accessible only if the user is logged in to my website. if he has not logged in then he should not be able to see the knowledge base. how do i implement this?

Hello,   When i want to forward a ticket to an other person, i click on the button “Forward”.But nothing is sent.The parameters are good for IMAP in and out, we receive notifications ans when we click on Reply, all is good.This option does not work :And this option :  

Hi everyone, just wanted to another new theme for Freshdesk.Click here to preview this theme. The Bagel Freshtheme is optimized to showcase your Support Portal. It features customizable header, custom blocks, side navigation, table of contents, and footer. The hero image blends in nicely to the rest of the page design – offering simplicity and balance layout. As with our other themes, the Bagel Frestheme comes with six custom blocks to highlight key information on the homepage. Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional lin

Hey, Does anyone have an up to date list of free themes for Freshdesk Portal? I’ve found one thread but the links don’t seem to work so could do with an updated list Thanks 

Dear Freshdesk Team,We are interested in white labeling options for Freshdesk. Can you provide information on customization possibilities, including our logo, colors, and visual elements? Is it possible to use our own domain? Can we remove or minimize Freshdesk branding in the user interface?Thank you for your attention. We look forward to your response.Best regards,

I am using the FreshDesk API to feed my customers ticket information.  When I create a reply for a customer, I set the user_id of the reply to that of my customer, which I had previously created a contact for. Now I want to display the ticket and all the replies to that ticket.  I request a conversation from a ticket using /tickets/[id]/conversations it responds with an array of replies, as expected.  In each reply in that array I get user_id of the contact that created that reply, however I dont get any extended information like name and email.  I want to be able to display the name and email of the person who created that reply in my list of replies to the ticket. My workaround right now is that I have to make a call to retrieve a list of all contacts, retrieve a list of all agents, and then retrieve the conversation, and manually map the user_id to a name and email.  This is very inefficient. Is there any way to get extended information about the creat

We get automated emails from our payroll system to deactivate a user when they leave the company.  In most cases, this needs to occur on a future date, as the employee may have given a two week notice.  I can set the “Resolve by” date to reflect the proper termination date, but when I change the status of the ticket to “Scheduled”, the resolve date disappears and is replaced by “Scheduled”.  How can we set the status to Scheduled, but leave the “resolve by” date visible so we know when to go back to the ticket to complete it?

We need 'Ticket Update' event to be triggered when updating the custom field update. We are not getting the same custom field name in the event payload. Because the custom field name is different from the ticket get API.Kindly help us on this.  

When we forward an E-Mail within the threads there is no signature. But if i reply on a ticket there is one. Is there a way to set this

Does anyone have any insights into this error? The only connection I can think of is that I changed the email address for the owner/administrator from one at an old domain I no longer have to a different one at a new domain. Once I did that, the error began to pop up. I am however able to log into the portal and manage everything I need just fine. Thanks for any direction you can give.

Hi,Is it possible to turn off predicted email addresses when sending or replying to a ticket?Example - replying or forward within a ticket - typing ‘dav’ and a list of all contacts that contain ‘dav’.Thanks

Can someone explain if this feature will allow me to update AD fields not directly exposed in thew “update user”  custom_attributes: Custom attributes in JSON string format. Eg. '{"skypeid": "demo.id", "isactive":true, "empid":1001}'I would like to update the “comment” field in AD would the syntax be?

Is there a way to add fields to the ticket_list snippet? It would be great to be able to edit that and all snippets.

Hi,Please suggest how to implement the below use case in freshdesk in the best possible way?Customer mails the issue to customer support and ticket gets assigned to GroupA GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupBGroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC. At this point of time, GroupA and GroupB needs to have a view of this ticket.I find the use case of shared ownership very limiting and restricting.Moreover, it is not possible to create a child ticket of a child ticket.Please suggest the best way around? 

Hi, I have automations to close the ticket (mark status as closed) if user don’t reply in 48 hours.I need to trigger webhook if this happens, so that I can close ticket on external system automatically.Mind you that Time Triggers don’t have Trigger Webhook function. Under Ticket Updates, I have one automation to trigger webhook if status changed from any to closed/resolved.This works if user/agent are the ones doing it. However, if it’s executed by System (under Time Trigger), I cant do it. Any suggestion/workaround how to achieve so? If I put Tag using the Time Triggered automation, it wont capture either because it’s done by System.

Hi AllMy site https://bsd.freshdesk.com/support/solutions/articles/67000667081-t%C3%A0i-li%E1%BB%87u-gi%E1%BB%9Bi-thi%E1%BB%87u-gi%E1%BA%A3i-ph%C3%A1p-odoo-b%E1%BA%A5t-%C4%91%E1%BB%99ng-s%E1%BA%A3n That, I need change default font and normal size - Could you help me how to do it?Thanks in advanceTruong Dai

When I split a ticket, I’d like the current CCs addresses (from the mail where the split is from) to also be in CC on the newly created ticket

Is it possible to add a 2nd contact to a ticket, or an alternative email address *and keep it*?We occasionally have clients who are communicating with us on one email address, but ask us to cc a second email address - usually their spouse or work email.You can do that per reply, but it has to be set again with every reply if the client didn’t open the ticket with a cc in the first place.

When the customer replies to a ticket from his mailbox, the conversation history is resent, How can avoid this kind of behavior?

  1. Customisable Team Dashboards: (Mint)                         This one's a big hit internally and we can't wait for you all to experience the customisable dashboards. Customisable Team Dashboards allow you to setup widgets and customise the dashboard screen for your teams. You can read more about the feature in this self-help article. This is currently available for new signups and gradually rolled out for existing accounts on Estate and Forest subscriptions.    Bug fixes:            1.

Hello! My team is having an ongoing issue with agents not receiving some ticket assignment emails. The option is configured in the settings and most do get sent, but not all. This has left us in a tricky place as those tickets don’t get addressed in a timely manner due to the agent not being aware of something to take care of until they have to login to the system for another task. Everyone in the chain then gets frustrated by the problem, from the agent to the customer to myself as the admin. I’ve looked into it but there isn’t anything I can do another than confirm from the email box that there are no “Ticket Assigned” emails for the tickets in question when they get brought to my attention. This happens over multiple email ingest accounts, multiple agents on different teams, and from both new tickets that get auto assigned as well as manual assignments from other agents. Is there anything that can be done about this? Thanks.