Using Freshdesk

We want to simplify the Portal for certain users and limit the service items visible to them.  We don’t want to restrict those items for other groups, so I cannot say “only visible to” option because it needs to be visible to everyone, but for this group limit only seeing a subset of the service catalog?  Any ideas? For example, for our walk-up Radio shop, we want the service catalog for those users logged in to only show Radio items.  

Hi everyone, Have noticed the last few days that when a customer replies to a ticket the entire ticket thread is copied in on their reply making the ticket text difficult to navigate and find replies easily.It only seems to have begun this behaviour the last few days and we’ve not made any changes to settings.Anyone else getting this behaviour? It’s quite annoying for sure!ThanksRob

Hello, If a ticket is merged together the secondary ticket will get closed. So the requester gets an email saying it is closed. I want to make a workflow whereby if the requesters ticket gets merged, that they recieve an email saying that the ticked is merged. This is what i got from this forum:I’m new to freshservice so i hope this is possible

If I am using APIs to create and update users (contacts) on freshdesk, I have to call separate APIs to update the user and activate the user (through invitation link). Is there a way to add/update password of a user through API ?

If anyone is wondering why their pages rank poorly on FreshDesk, one of the potential solutions is to customise your portal (Admin → Team → Portals → Customise Portal →  Layout & Pages → Portal Layout → Head) and setup the correct tags for inclusion.The FreshDesk “Head” defaults are poor / obsolete and will cause your pages to rank and spider poorly. If you edit the Head you will see the following default:<title>{{ meta.title }}</title>{{ meta | default_meta }}Your mileage may vary but I found you can replace the above with the following, using dynamic placeholders, to provide better page SEO. Remember to keep your page title to between 30 and 60 characters, and your page description between 50 and 160 characters. I hope this helps someone else out there struggling with FreshDesk’s poor SEO capabilities.<!-- Replace "Your Site" with your actual site name --><!-- Replace "Your Company" with your actual company name --><title>{{ meta.title }}</title&g

Ok, so when styling up a portal in FreshDesk the CSS page under customization appears to be VERY limited.Single and double quotes are escaped into HTML safe variants @ symbols are simply not allowedGiven that these issues mean that ::after/::before pseudo classes can not have content added, and that media queries are also impossible, what gives? I understand that you do this to prevent DB injection by removing suspect characters, but it REALLY hamstrings the product.So, we’re forced now to have an external stylesheet to achieve what should be a simple matter.The product forces companies to do work around after work around after work around when it comes to both branding and forms.You guys really need to sort this out.Unless, of course, I’m missing something obvious? 

As a manager, I’d like to check out some of my team’s recently closed tickets every once and while--- confirm they handled them the way I advised or just can my eye over a list of items closed in a given week. So, I want to filter some of my list views based on Closed Date. Does anyone know of a way to do this?I opened an idea to allow filtering lists on ANY standard date field. Please upvote: https://community.freshworks.com/ideas/filter-lists-on-any-standard-date-field-30590 

Hi, we have 2 accounts with Freshworks, one Freshservice Enterprise and one Freshdesk free tier.  I have setup SSO in both and the authentication works fine.  On the FreshService instance sign-on page I get a button “Sign in with SSO”.  I don’t get the “Sign in with SSO” on the Freshdesk instance.  How can I make sure the Sign in with SSO button is available on the Freshdesk portal log on page?freshdesk logon page 

Tickets are not getting reopened while the customer responds to a closed ticket and you are unable to keep track of the same.

We are trying to make an API hit from Freshdesk to 3rd party application which requires oAuth access to be passed in body params and client id client secret will be passed in authorisation headers. Is there any way to send the oAuth access token in the body params 

When trying to create an Issue from a new ticket using the 'Create a new issue' link in the Jira tab on a Freshdesk ticket. I see a list of users from Jira. But I'm unable to select any.The only option that will allow to be selected is 'unassigned'. I've tried with multiple projects in Jira and they all behave the same. I can't select any users from the listOnly Unassigned is selectableWhen selecting any other users it just reverts to -- and I'm unable to create ticket

Another theme from Taaza Themes 😀 Click here to preview this theme. The Waffles FreshTheme offers simple and modern layout. Articles are mostly displayed in expandable/collapsible format which is ideal if you have long list of articles. Users can browse the articles on the solution pages and folders pages. The six custom blocks on the homepage can be hidden or linked to any URLs.The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal. Also, when you purchase any Taaza theme, theme installation and branding services are included in the price. Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional links. 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 the portal homepage. Sample Designs - Check ou

See our demo portal.Introducing Quinoa theme for Freshdesk, it features a clean layout on the homepage highlighting key information as custom blocks that can be linked to any URLs, category blocks, video blocks and many more. This theme is loaded with great and useful features. Please keep reading to learn the details :)Theme Features Hero Section - Showcase your Help Center with a hero image or video that represents your brand. Change the hero image height and opacity through the theme settings. Customizable - You can brand the theme with minimal coding efforts. Most of the colors, fonts, icons, and images can be updated via variables in the theme file. Video Blocks  - Highlight your Youtube videos or articles with videos on the homepage.     Support Channels - Let your customer reach out via support channels they're comfortable with such as Whatsapp, Skype, Messenger, Telegram, or email.     Multi-language - Built for global companies serving different languages. This theme s

First time poster - I tried searching for this first, but no luck. We want to generate a Daily Summary Email of all Open Tickets, rather than email every argent every time a ticket is created?  I tried setting up a Time Based rule, but that’s still a ‘per ticket’ email and not a summary of multiple tickets? Hope this is an easy ask for someone in the community.Forrest

Recently trying to create articles with the existing “User Guide” template. I happen to struggle with the font color of anchor links. They look okay with the Editor as the anchor links are colored blue. Editor screenHowever, when I move to the preview screen few of the anchor links seem Black, just  like a normal text. I force change the text color to Blue, but to no help. Is it just me who faces this problem?Preview Screen 

Hi, I’m trying freshdesk and trying to implement it at our company. I have several agents who can access the support email and most of the time they CC the support email when answering a client so that we can all keep track of what is being sent. Will this create a new ticket everytime the support email is CCed? Is there a way to create a rule saying when X, Y and Z send emails to support email do not create a new ticket?

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 me to a page at my Freshworks

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 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 the portal homepage.Sample Designs - Check out some sampl

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,