Using Freshdesk

Hi all- does anyone know how to modify the CC field on the submit a ticket view? We want to make it more obvious what it is because we have a custom business field that is also often referred to as CC (unrelated). We’d like to change it from CC to something like “Add CC to copy someone on your request”. Thanks in advance!Anna

Is it possible to select all tickets from a particular contact or email address rather than selecting 30 tickets at a time. I have more than 40K pending tickets and most of them are system generated ones. I would love to close all of these system generated ones with a few clicks rather than going 30 tickets at a time.

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it happens that the customer calls and opens the ticket from the portal during the call.I would like at that time to be able to change the field by setting it as a ticket opened by phone and not by portalWould it be possible to do this somehow or implement a new feature?

Hello,How can I collect recurring emails under a single request?Thanks.

Hi,If there is a common word in two different mails, is there an automation for combining two or more mails?Best regards.

Whenever the Agent or Admin opened the particular ticket the following error is popping up “You are not authorized to perform this action”, We are using full admin access API Key for Integration. We changed the roles and checked it but same issue occurs. It is more priority for us, so please give us the solution as soon as possible.

Hi - I’ve amended the list of options in the Types dropdown - removed Refund for example and added a couple of other options.Problem is, when I open a ticket and drop down the Type field, only the original set of options is there - including the deleted one. None of the new options appear.Any ideas?

On https://developer.freshmarketer.com/api/#intro is a link to:Learn more about finding your API key. But that link is broken...

Hi all,I saw that you can bulk update certain fields for linked tickets. We would like to bulk update a custom single-line field so that when the tracker ticket field is filled, it fills that same text in the field for all linked tickets. Does anyone have a solution or ideas?

Has anyone ran into the issue where, when you respond to a ticket and the customer is OOO - you get the notification which in turn creates a new ticket.If so, how did you solve the issue by automation to remove the “false” new ticket created?

Hello community,the "agent collision detection" does not work reliably for us. Rarely it works that the eye is displayed, but this is rather random. Or another example, if 3 agents from the same group with the same permissions view a ticket, the eye only appears for two agents and the third is ignored.What additional settings can be made? What does the function depend on other than the plan? (we have estate plan.) … Group membership, permissions, browser settings (Java Script be enabled?)?We need support here please, because we need to rely on this to work, as we have already processed many tickets twice as a result of this “misfunction”.Thank you very much.

Hi, all….  I’ve had a request from my agents to be notified via email when*any* agent has been assigned a ticket, or an agent picks up an open ticket.  Looking in the admin section for email notifications,  I don’t see this as an option...is this something that we can facilitate?   Having this capability would be especially helpful in off-hours, so that our on-call person would get a notification if a ticket has been picked up by another on-call person. Logic would be: If (ticket assigned to an agent) {Send email to all agents with subject:  “Ticket <ticketnumber> has been assigned to <agentName>}

When one of our agents creates an internal ticket (so his own name as requester) our internal customers cannot see these tickets.Our company name is CONTOSO.Internal customers (so not agents) cannot see these tickets like our customers can for their own company. (Collaborator is not a solution)We can assign the ticket to a dummy internal email so that it gets assigned to our internal company name (best work-a-round so far) however the requesting agent doesn’t receives replies anymore when another agents replies to the issue. There are workaround for this also, but what would make more sense is, that if some from @contoso.com creates a ticket, agent or internal customer alike, the ticket gets assigned to the corresponding company CONTOSO. This would also fix issues in empty company names in analytic reports.How is this supposed to work/e.g. how can I get the agent created tickets (where an agent asks support) assigned to a company

In testing this new feature (which I am very excited about) I noticed that the emails do not show directly in the customers inbox, rather they get filled away and filtered out. Any ideas on how to fix? I’ve had to resort to mail merge to ensure our customers see emails and would love to take advantage of this feature - but it’s a low hit rate for me. 

There are people in my organization that are agents but that can also send tickets in.  If I have them specified as an agent, and then also try to give them a contact record, I receive: When I click on “View contact” it takes me to their agent record. It looks like in the past that my organization gave them other email addresses (either aliases or dummies that didn’t actually exist) but what is actually the best practice for doing this? Thanks!

We service customers from many locations. We need to copy the shipping information from their ticket into our ERP to ship them parts. Is there any way to have ticket fields with formatting. Phone number = (123)456-6890Address Is:Addr1Addr2CityStateZipvs one large text box.Force all fields except email to be uppercase.

Is it possible to bulk-import a list of websites to monitor in freshping?(“Blossom” plan paid account)

I will export my company list, delete the companies I don’t want to update (leaving the column headings/field names intact), make my updates, then do the import.  The process seems to have a hard time figuring out what fields map with what fields (see attached), even though I haven’t changed the field names or even the order of the columns. I change all the Any dropdowns to the correct field name (again it matches perfectly with what it’s called on the left side) so I can import and ensure the right data goes to the right fields. Why is that?

In Freshdesk serverless there is onTicketUpdated, in Freshdesk webhooks it is possible to listen for a ticket update. However, it is possible for an admin to bulk update tickets. For example change multiple tickets’ assigned agent. How do I listen for those bulk changes using the Freshdesk API?  

We created rules for automation. Multiple groups and it seems that the ticket is being assigned to another group instead of the right group. We are experiencing this on the email but in the portal it is perfectly fine. We have multiple groups and rules and this is the only group that is not working correctly. Please help. 

So I am relatively new with Freshdesk.  I have found that if my support email is within a distribution group and someone emails that distribution group a ticket will eb created (As I would expect).  The challenge is that when someone else in that distribution group replies, a new ticket is being created each time.  So for my case I have a ALL group that is frequently used to send notifications to all employees.  When employee A sends the first email it works as expected.  A ticket is created in FD, and that employee is set as the client.  The issue comes into play when Employee b responds.  When that occurs, a new ticket is created. So if Employees B,C,D,E,F all reply, is will cause there to be 6 independent tickets created in FD. This also happens with when the ALL group is CC’ed on a reply in a ticket.  Any reply back is creating a new ticket.

When a new ticket is created through support mail.I want to trigger API to my backend to fetch details and populate my custom fields on FreshDesk.

How do I remove this unwanted banner notification from the tickets view as there is no close button?