Using Freshdesk

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. Issue with Contact import: (Mint)                             On Freshdesk Mint, trying to import contacts with tags failed earlier disposable baby diaper manufacturers. This was due to a change in the name space for the field. This has been fixed now.           2. Multiple survey responses on a ticket:                              If the client's email system had any email scanners installed (primarily with Symantec), the survey links were scanned and it accounted for the click of the survey respon

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.

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.

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