Using Freshdesk

We’ve been emailing invoices to our customers with a from address of our accounting team, and a cc address of our accounting team for the past 10 years. Reason being we want the accounting team to get a copy of the invoice as well as to receive any response from our customers. To: customer@xyz.comCC: accounting@us.comFrom: accounting@us.com We decided it would be better if our accounting team started to use Freshdesk so we change their email address to route to Freshdesk, but our email invoices didn’t create a case. Freshdesk support told us it’s because having the to address(actually it’s cc) and from address the same that it would create a loop so they detect and block case creation.... The explanation seems illogical, but regardless we can’t change how Freshdesk works…  Is there a way to accomplish what we want(create a case for invoices  emailed to customers, and if the customer responds the response routes to the Freshdesk case) via sending an email or are we forced to use their A

I want to disable LOGIN and SIGN UP button. PFB : 

HiFrustrated here. Every time I try to export all tickets from Jan 1 to  current date I only receive the last 30 days. I’ve tried both MS Edge and Chrome browsers and they both give same result. The filter is “All Tickets” and the date range is pictured below.Can anyone help me get this working? Thanks

Hello all!First time messaging here.By default, Help Widgets have a field in them that is called “Your Name”. I need to translate this field label to another language (in this case, Finnish).However, I cannot find the field in either Ticket or Customer fields to rename it. Adding Finnish as a secondary language in the system did not update it in the widget either.Widget is used outside Freshdesk Portal.Any advice would be appriciated! 

Hello, When I create an article in our company’s Knowledge base, I need to customize it with code. I saw that there is a code view, but it seems that the HTML code I configure does not work as expected (I tested in a different environment and it worked). I am trying to code dropdown content buttons.Is it possible on Freshdesk system? If it does, what is the best way to do so? I want to have the option to click on a buttom with a subject, and that button will open a sub-article. I need several buttons inside one article. Thank you,Amit  

he API docs indicate that /api/v2/time_entries only returns time in hh:mm format. This results in inaccurate data when added up over hundreds of entries. Please add a field with hh:mm:ss.

What should happenAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket  What is happeningAgent selects the ticket type Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket Scenario errors because it thinks there is no ticket type – even though there is one picked by the agent already Current work aroundAgent selects the ticket type Agent hits update/save Agent runs the scenario Scenario should set all relevant fields including the status to closed and save the ticket This works

We utilize the Freshdesk here at CEVS, but curious, is there any way that it would update in “real time” instead of having to reload the page? Thanks for any words of wisdom! Connie HeinrichsColdwater Schools

Is there a way to view REST API usage data for an account for a given time period? The only way I know this is possible today is to check the `X-RateLimit-Total` and `X-RateLimit-Remaining` response headers.

I am struggling trying to figure out what is a bug, and what is just not available in the free version.   The canned email for resolved tickets in the free version states that the ticket will reopen on reply.   I tested this and it does not reopen the ticket.    So, is that a bug or just something that is not available in the free version?    

Hello All,  is there anyway to list all the tickets in tabular form and with an option to show ETA and custom field data. thanks in advance Neeraj 

Good day.I would like to know, how can I use freshdesk to expand the interest of my organization and engage effectivly with the freshdesk community.

Is it possible (especially via APIs) to get one of the followingif a ticket is merged and to which ticket all the tickets that have been merged into the current ticket

There are usual situation, when during the conversation requester change subject and this reply is in the initial ticket, how to answer correct for this type of response? Because now, when we answer, the answer does not take into account the last response because of different subjects.

I don’t want to reopen closed tickets.If costumer replies to a cloded ticket the platform should create a new one. How can I configure Freshdesk to have this behaviour?

We’re excited to share this theme from Taaza Themes Click here to preview this theme. The Sawo Freshtheme is great if you have a lot of support articles as it can display them all in the theme sidebar. Users can browse, expand and collapse the solutions and folders to see all articles available. On the homepage, this theme also features custom blocks to display key information, video blocks, and all other useful components.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.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 hom

Hi,I begin with freshwork and my agents are used to archiving certain important tickets in folders. They can thus create and delete folders as on mailboxes. How can we do that with freshwork?Thanks

Is it possible to schedule or delay the responses to the TICKETS for the start of the next business hours?AttnGustavo Santa

Hi  I was looking for if there is a way to achieve below two things  Search faq articles from knowledge base with some filter in it . For example if i have multiple products whose FAQs are stored in the same account and i want to use the search API of FAQs using some filter that will only fetch FAQs with that particular filter ( I saw that Fresh-chat mobile SDK offers this as solution but does not have APIs associated with it)  2 . Use FD knowledge base similar to how FC knowledge base is created in SDK (with all the filtering capabilities that they have ) 

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Hello,  We have a number of custom fields in the companies table that return successfully via the API. Recently we added a new custom field and it is not returning any values through the API https://companyname.freshdesk.com/api/v2/companiesThe new custom field was added 3 weeks ago.Any ideas as to why the new field may not be coming through?ThanksMatt

If an agent opens a ticket on behalf of a customer it should already be marked as responded for SLA tracking purposes. Currently it sits awaiting agent response in accordance with the priority number.  In other words it is awaiting a response that already happened by virtue of the agent having opened the ticket and and placed the customer as the contact. The agent should NOT then have to follow up with an empty response just to meet the SLA.  This obviously would be different from tickets generated from automation and only apply to a self-assigned tickets manually opened by the agent.  If it were re-assigned to a different agent then the clock should start for a response. 

Can you tag (associate) an article to a particular ticket form so this information is presented to customer on the particular ticket form page.

We were having trouble with the formatting in our canned responses (font/size changes, random paragraph spacing) that was unfixable in the Freshdesk canned response feature, so I copied our CRs and pasted them into Word to fix them, then repasted back into Freshdesk. All seemed to have worked great, except that now when we hit send on a canned response, our response shows up in a white box. I have manually selected the text in the canned response editor and made sure the background was #FFFFFF, which should be transparent. How can we fix this?  

Help! We have requirement for multiple ticket forms - ie 20. Each has bespoke ticket fields in them. Ie one might have a drop down ticket field callled “Certificate Type” and the other might have a drop down field called “Historic Type”. These are bespoke terminology to our business and customers. Do I have to create a ticket field for each one? I have done a few forms now but we have so many ticket fields I am sure I am doing something wrong and there is a better way to do it? Our agents have to also close down all these fields.