Using Freshdesk

Whenever one of our representatives makes an inward ticket (so his own name as requester) our inner clients can't see these tickets.Our organization name is CONTOSO.Interior clients (so not specialists) can't see these tickets like our clients can for their own organization. (Colleague isn't an answer)We can allocate the pass to a faker inner email so it gets doled out to our inside organization name (best work-a-round up until this point) but the mentioning specialist doesn't gets answers any longer when one more specialists answers to the issue. There are workaround for this likewise, yet what might seem OK is, that if some from @contoso.com makes a ticket, specialist or interior client the same, the ticket gets alloted to the comparing organization CONTOSO.This would likewise fix issues in void organization names in insightful reports.How could this should function/for example how might I get the specialist made tickets (where a specialist asks support) doled out to an organization

I am reviewing Fresh Desk for a college project, and I need to include some User Reviews. Would someone please share their Fresh Desk experience with me? 1. How long have you been using FreshDesk? 2. Do you have any concerns about security when using FreshDesk? Email security, phone security?  3. What do you like the most about using FreshDesk? 4. Do you use the M.S. Teams with Facebook? 5. Have you created a knowledge base for your clients so they can help themselves? 6. Lastly, do you use Canned responses to save your agents the time of replying to common questions?

In freshservice we've noticed that the User/Requestor can't see the tasks which we as Agents assign to that ticket.A ticket could have lets say 10 or more tasks for that one request and from a communication stand point it would be really beneficial to allow the User/Requestor access to see them.

First post here on Freshworks so a Big “Hi” to All!Also, apologies if this topic already appears elsewhere - have searched!OK - our Sprout account was opened some 4 years ago and is in daily use. The admin that set up our self service portal content has left and we wish to edit this content. Although the Portal is “active” - viewable by users - there doesn’t appear to be a way to edit the content.If there is a mechanism to do this - I may have missed this option - could you please let me know? Thanks. David Williams - Extinction Rebellion UK 

Hi,I enabled the chat on Freshdesk portal but I just want it available for logged in users.Is there any setting or solutions to do it?ThanksTrung.Le

Hi...We have just started experimenting with the knowedebase. I’d like to secure the Freshdesk portal, such that the tickets and knowledgebase portal are visible only to staff with our @companyname.com email address, and so that the pages do not get indexed in any public search engines.  How to do this?    

Hi Freshworker :D  hope you all well :) I’m wondering if someone linked redmineup with Freshdesk ticketing system or any type of automation? 

I’m new to freshdesk, so I don’t really know if this is already implemented. Is there anyway that I can create a ticket (as an agent) from a message?I’ve searced and all I could find is that it might exist for freshservice.

I’ve got a user, that sends in, let’s say three emails to freshdesk, about a minute apart (all different subject lines).   Freshdesk seems to merge those tickets automatically into one.    As far as I can tell, we don’t have any automation doing this, nor can i find anywhere to turn this off.  Please Help.

Is it possible to to make it mandatory for a Tag to be entered in order to resolving a ticket? Thanks!

Hello FD Community,I am a long time Zendesk user that is making the transition to FD and find I am struggling on a couple of things. The biggest being custom ticket fields and the management of when an agent sees them and when they are required to fill them out. In Zendesk, you could have ticket fields that were only visible based on the form the ticket was using. Any fields that were not on the form, were not visible to the agent even if they were required on a different form. Has anyone figured out how to do that in FD? If so, please share your wisdom with me. Either I am just struggling to wrap my head around something or I am missing it all together.  Thanks in advance.

Hi,For our Freshdesk instance the Field Service Management module is activated.At my company it is tipical to send 2 field technicians on site to perform a repair activity.To create the on site calls we create Service Tasks from tickets.In a Service Task it is possible to define the responsible field technician.But this can be done by choosing ONLY ONE from the list of field techs.Is it possible to setup Freshdesk system to allow us to assign more than one Field Technician to the same Service Task ?Thank you!

Canned responses don't apply email subject change within its feature which force agents to add more steps to send a proper email, with a correct email subject, to customers.Email subject change should be automatically applied within the canned responses feature. It should help the agents loads of works from manually change it to just apply the canned responses. Please take action on this. Thank you for your kind assistance.

We have been working with the free version of Freshdesk Support desk, and most of our agents prefer to work through email.  We have configured FD so that all agents receive new inbound tickets… and are currently seeing all the traffic for each ticket. I think there is a profile setting for an agent to see traffic for only their assigned tickets...however, I can’t find the setting… is that available in the free version?    Many thanks.    --- L  

I have created a workflow with App Orchestration to SSH into a server and run a bash script that uses the aws cli to update some security groups. My workflow works fine to a point. It gets up to and runs the SSH script successfully via the orchestration server then workflow stalls waiting for something from a orchestration listener. I find no supporting documentation on this or if there is anything specific I need to echo or send from my bash script. The only errors I see in logs on the orchestration server state it is not sending to rabbitmq which did not get installed with the OSR. The server is online. It has internet access, however there isn’t even a execution log generated. Has anyone seen this or know what the communication issue might be?  Workflow is waiting for another event Orchestration Listener

Hello Experts,I have couple of queries related to decommissioning of password based authentication feature. link for one of our application as of now we are accessing the freshservice api’s using basic authentication, where we pass the api key of the agent in user name and X in the password and generate base 64. After May 2023 would this basic authentication be still possible? in general for api key based authentication, we pass the apikey name & value in header, but what is the keyname to be passed for fresh api’s? Is there any key header? /Deva

Hi,Sometime I received ticket that have some person in CC. I answer and wait for an answer from the person in CC. But when they reply I don,t have any notification on the ticket vs if this is the requester that is replying.How can i setup that?Thanks!

Is there a way to trigger an alert when a Knowledge Base article is added or altered?

Hi Community,I have 5 emails set up but lets focus on 3 here : info@acme.com, support@acme.com and orders@acme.com.If an email (ticket) comes into the business (to info@acme.com) and I need to forward it to orders@acme.com, I can ONLY do it from info@acme.com, it works fine and the reply goes back and its great.If the same email comes into support@acme.com and I forward it to orders@acme.com, the exact same as before, nothing happens.Can anyone help with this issue?Thanks

Hi All,We are experiencing an issue implementing a new theme in Freshdesk for our Knowledge Base. We have this with a paid and with a free theme so it does seem to be linked to Freshdesk I suppose. When implementing the code, everything is going well but the search bar still shows the default text and when searching something it does not preview any results. (when clicking enter it does show results but we would also like to see the preview.). See example of our situation: VS what we want/Freshdesk’s website. Any ideas how to solve this? Thanks,Thomas

I need a way to separate  Preventative Maintenance ticket from the Incidents ticket , how do you do so in Fresh desk? 

If a customer sends an email to ####@####.freshdesk.com it is taking more than 2 hours to create the ticket and the responses are taking more than 10 minutes to reach customers, there is a problem today?

I would like to ask if the contacts can login to mobile app? or only the Agent?

View Demo → Breezy Plus is a custom Freshdesk theme that combines the best practices of Freshdesk customization. Apart from standard features, it also has side navigation for more comfortable portal usage, categories with icons on the homepage, prev/next buttons for getting to the next and previous pages, and custom links in the header and footer. Theme Features Side navigation. Show categories, folders, and articles on inner pages. Prev-Next buttons. It adds buttons at the end of articles, which forward to the previous Article formatting components. Make your articles more attractive and easier to read with Tabs, Accordions, Callouts, Tables, Lists, Videos, and other options.  Responsive and Retina-ready. All our Freshdesk templates look great and work properly on all devices. 100% compatible with all Freshdesk features. The theme has been tested thoroughly to ensure that every Freshdesk function is fine-tuned and brings the highest level of performance to your customers. Cu

Hi.I generated an XML export of All tickets, users etc. from the Freshdesk account, but there’s no resolved-at or closed-at field. How can I calculate it? I may assume that the updated-at is the closed/resolved date, but I doubt it is always the case as there’re some updates that can happen to the ticket even if it was closed a long time ago.Does anyone have any advice on how to get those? This is a basic metric that is available via API, but how to extract it from XML file?Thanks!