Using Freshdesk

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 creator of a reply in the conversati

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.Freshdesk support just dismiss me saying that it’s not the functionality offered at the moment.Thank you all.

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. 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.