Using Freshdesk

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.

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 $Parame

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?

Hello everyone,I hope you are all having a wonderful week!I wanted to bring up a topic that I believe is worth discussing - the challenges we face when editing and updating articles using the FD knowledge base creation functionality. The formatting is always off, and it looks very different when published.Therefore, I'd like to pose a question to the community and gather some insights on this topic - Have you faced challenges while editing/updating/formatting your articles using the FD knowledge base article functionality? If so, how have you been able to overcome them?I believe that many of us may have encountered this issue, and I'm hoping to hear your experiences and any tips or solutions that you may have found helpful.Thank you in advance for your contributions!Sarin

I want my agents to primarily interact with customers over email, but have issues when an agent responds to email notifications from FreshDesk.In my setup I have agents in a group, all new tickets get assigned to that group resulting in a “Ticket Assigned to Group” notification.When an agent responds to that notification, it appears a new ticket is created, rather than a response going to the requestor.Is an email driven workflow from the agent side possible? If so, are there any recommendations to achieve this?Thanks

We are trying to create ticket as an Agent from the API, we’ve tried different things as using responder_id; or email_config_id, we trying with different source but We can’t get it, If somebody get this done, we’ll appreciate any help on this topic. if is not possible because is a limitation of the API. We think this would be a good feature to integrate into the API. 

Hello guys, hope you are doing fine (: I’d like to know if there a way to hide or disable the “Priority” default field? I already tried a custom role, also 3 differents apps from Marketplace:Hide fields app 9822  Disable fields app 25380  Hide/Disable Ticket Fields app 5416 (suggested by this article)But in none of them is it possible to block or hide this field. I believe the ability to have this set up is vastly needed… And of course, we have some reasons for this particular use, such as:Block the change of priority in a certain phase of the ticket. Block the field based on some function condition. Block changing the field based on some specific condition of the ticket (such as Type, or depende

Is it possible to create a ticket as a Agent,Onbehalf of the Customer,But having to wait for a response from the Customer?When i make a ticket for the customer now, The Agent has to react in a certain amount of time.But i want the reaction time to be on the Customer side. Not the Agent side.(to prevent SLA issues)

Hi,We have a lot of customers send through PII data in emails which ends up in our Freshdesk tickets. I understand the level of security freshdesk provides, but I'm looking for suggestions on how to to note its collection and restrict its distribution.Has anyone dealt with this before?Should I use tags to mark it as sensitive info and have the email redacted so that when the customer is replied to the PII info is not going back an forth etc.Any suggestions would be appreciated.  

When a customers try to open a ticket they receive this message"We are sorry. You have been restricted from accessing this helpdesk page"Can you help me please? DP

Hi: I´m getting, again and again, this message:  “Something has gone wrong. We were unable to connect to your custom mailbox. See details” But when I press “see details”  I see nothing. What could this be?

View Demo → Barren Blue is a playful and bright Freshdesk theme. It has a large sticky header with an article title and description on all pages. Article pages show only content so that users focus on the important information. Theme Features Article formatting components. Make your articles more attractive and easier to read with Tabs, Accordions, Callouts

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 on the basis of tagswe are using the following api, but it only take the keyword as query param how to pass the tag name in it as query paramAPI End Point  /api/v2/search/solutions?term=[keyword] Thanks

Hi all- does anyone know how to modify the CC field on the submit a ticket view? We want to make it more obvious what it is because we have a custom business field that is also often referred to as CC (unrelated). We’d like to change it from CC to something like “Add CC to copy someone on your request”. Thanks in advance!Anna

Is it possible to select all tickets from a particular contact or email address rather than selecting 30 tickets at a time. I have more than 40K pending tickets and most of them are system generated ones. I would love to close all of these system generated ones with a few clicks rather than going 30 tickets at a time.

View Demo → Concord Blue is an elegant mobile-friendly theme for your Freshdesk customer portal. It has a modern design and is highly customizable. You can design the homepage as you wish and play around with several layout options before selecting the final one. Concord Blue includes the possibility to add custom blocks. Theme Features Article formatting components