Using Freshdesk

 Hello, I have a question about automations in a multiple customer portals setting : How can I change the customer portal all links in automation's notification email?We have several portals (4 to date, maybe more later). Each portal is designed for a distinct type of customers (external and internal customers).My problem is: i want to adapt customer portal linked in the notification emails sent to customers and agents following the portal were the ticket originated from.Is it possible?If yes, How?Thanks for your help!Mathieu.

When ever A ticket is created, I would like to  Add a Automatic Reply to that Ticket on behalf of an Agent. Why on behalf of agent: So, the reply goes to Customer Inbox and Also gets updated in Ticket[i’m currently using automatic-emails system, but that reply wont get appended in ticket] Sample AUTO REPLY, Which I’m looking to Add.  Is there any way to do it in freshdesk or any premium app ? We got your TicketTicket ID: #{{ticketID}} Email: {{ticket.from_email}} Phone: {{ticket.cf_phone_number}}If the above Phone number is incorrect, please reply to this email or contact Live Chat Support Immediately.

When a new user navigates to our portal, we would like for them to be able to request an account that would then generate a ticket for us to review and accept. Currently there are only two settings (I think).  One is very strict and only allows an existing user to login.  There is nothing for new users.  The other is very liberal where it allows anyone to sign up for an account,. We want something in the middle.  Where another user at a customer can request an account and we approve it. 

When I click “Tickets I raised” in “Ticket Views”, I get nothing despite creating a ticket just today. Is this feature not function?

I have a client that says his customers are getting emails prompting them to click a URL to activate an account. When I click on the link it takes me to a page to log in to the Support Portal. We would like to know why some customers get this email and why is it taking them to an option to sign up for FreshDesk. It is very confusing for the customers. The customers have no reason to sign up for the support portal.  Any idea why this is happening? It was not previously happening.

Hi everyone, I am currently downloading info of tickets extracting from webpage.I decided to go for the API service of freshdesk and analyzed the responde of the call.The output of the call still lack some info such as: - Agent Interactions- Customer Interactions- Survey Result- Initial Response Time- First Response Time (in Hrs)- Resolution Time (in Hrs) The actual API call is the following one:GET “https://domain.freshdesk.com/api/v2/tickets?updated_since=2021-01-01T00:00:00Z&page=1&per_page=100&include=stats,requester,company,description” I think that the only way to retrieve these calculated fields will be to get conversations and make some operations.The only thing I found is that it is possible to download the conversations only for single ticket.Is there someone who has experience with the download via API of all the conversations of all tickets just with one call?It seems it is not something already integrated via API, is there someone interested in upvote this requ

I have my portal iframed inside my website.  Everything works fine but when someone clicks login or sign up we get this error…  justine.freshdesk.com refused to connect. I think my portal settings are correct but maybe not.  Any ideas? 

Hi Communityi need to update approx 2000 Tickets what are “in one” of my Agents accounts to a “neutral” accounthow can i do a bulk update for this? found also no solution with scenarios, workflow ad so on.

Al momento de cerrar una solicitud y enviar la respuesta al usuario, llega a su correo de Outlook como Correo no deseado (spam) y adicionalmente no se observan las imágenes adjuntas. Ayuda por favor. Gracias.Al momento de cerrar una solicitud y enviar la respuesta al usuario, llega a su correo de Outlook como Correo no deseado (spam) y adicionalmente no se observan las imágenes adjuntas. Ayuda por favor. Gracias. 

Hi,I want to know if it is possible to change the default field when I create a form.the field Requester ask me for mail and name but I want to separate those two informations in two independant fields. But I can’t remove the default Requester field, even if I have others fields in my form.Is it possible ? thanks

Hi,I have an issue with the "all tickets” view/list which only shows tickets from this year.Since 1st Jan, all tickets opened before 2023 have completely disappeared from this list unless I specifically add a filter range of dates ( on desktop )The “ All unresolved tickets “ is still doing things correctly though, showing me all unrelsoved tickets even from 2022.My problem though is that I mostly use freshdesk on android and often need to check / refer myself to past, closed, tickets when I interact with the users I offer support to. However the android app has no apparent filtering possibilities other than selecting the default ticket lists.So my “ all tickets” view/list is completely useless, showing me only the tickets opened during 2023, when I would like to actually see “ALL” tickets, open or closed, of my whole helpdesk, of all time, as implied by the list name.Only exceptions from this list in my opinion should be deleted tickets obviously and maybe tickets marked as spam since

I am looking to setup some assets  and I have found Two areas where I would like more functionalityLike in Change Management and Incident management forms when you design them you can add in some “help” comments so the user knows what the required field is expecting. This does not appear to be there in assets - is this something FS will develop. Second problem is the asset owner - this is a text field - ideally this show be a drop down linked to the AD system so you can only put in an validated user ?  again is this something Fresh Works would see adn add to roadmap as a useful enhancement.? RegardsMarc 

I have the Freshworks Help Widget on my web app. I call the “hide” function on certain pages to hide the widget.This works fine for desktop and even when using the mobile simulator in the dev tools. But when the app is accessed through an iPhone, on both Safari and Chrome, the Help widget doesn’t hide when it should, it’s always visible.Is there an obvious reason why this is happening?

HiThe language of my portal is portuguese BR.Everything is ok, but the form fields are not translating.  

Hi,I’ve created some custom fields for my ticket forms. I want to prefill some of these forms with generic informations but I can’t find how. Is it even possible ?thanks

Freshdesk seems to not sending emails anymore from our account, since few days ago. Any clues? 

My Customer Support team gets tickets from customers, which require an email to one of our vendors. We use the forward feature to email the vendor to get information. When a vendor is out of the office and has their auto reply on, the out of office emails do not make it back to the original ticket, nor do they create a new ticket. Has anyone else come across this issue? They do not end up in Spam or Trash and we do not use the auto response feature that keeps a ticket closed.

Hi, This is the most basic question I think. How do I configure emails/replies to be sent to who ever sent an email? right now people are sending emails but there are not getting replies with the ticket number. 

I have created a custom company field with the wrong data type and therefore want to delete it.If I go to Admin->Customer Fields->Companies, on the field level there is a delete button and after pressing the button the field vanishes from the view.However, if I go to Companies, select a company and then edit it using the Edit Company button, I still see the field.How can I permanently delete a custom field on the company level?

Where can I find a theme like this?https://kbrmedia.freshdesk.com/support/home 

Hello,Sometimes I will have a long discussion with a customer and we will exchanged a lot of e-mails.It could happen that I need to add an answer with a different color to an older e-mail in the thread.But as I have found out, Freshdesk doesn’t allow more than 5 conversations in the quoted text section when you reply to a client. Can you please remove this limit?I feel this slows down the work.I had copy and paste the old e-mail I wanted to my response after I extended the quoted text.You could do the same as Outlook and just leave all the e-mails in the thread. Yes, you can see all the e-mail in the Portal.Yes, the users have all the e-mails that were sent to them.But by not having all the responses in one e-mail, they have to keep on jumping thru all the e-mails until they find the one they need.This happened to me with the ticket I raised to Freshdesk for asking about this. Regards,Silviu  

Hi!Ticket summary is a great feature that we use in our helpdesk.It is perfect to summarize what has happened previously or what needs to be done next. However it is not visible when using the Freshdesk mobile app.Is there a way to make it visible and editable ? Thank you for your thoughts.

I have the problem that the tickets are automatically created from Webshobestellung, when I now respond to the ticket is the recipient always the webshop mail and in the CC the customer mail I would like to swap this automatically?

We’re excited to share this theme from Taaza Themes 🙌  Click here to preview this theme. The Granola Freshtheme is one of our best-selling themes. It has a modern and clean look featuring a hero unit to highlight a half-width image. It also features a tab navigation bar allowing easy access to the articles on any page of the support portal. The homepage has components that can be made visible/hidden: custom blocks, categories/sections, video blocks, and more.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 hig

Agent is not required when submitting a ticket:But I’m getting 400 Bad Request response status when attempting to create an unassigned ticket via the API:{  "description": "Validation failed",  "errors": [    {      "field": "responder_id",      "message": "It should be a/an Positive Integer",      "code": "invalid_value"    }  ]} This old post seems to confirm responder_id is not required: What am I doing wrong?