Using Freshdesk

Hi All,We are experiencing an issue implementing a new theme in Freshdesk for our Knowledge Base. We have this with a paid and with a free theme so it does seem to be linked to Freshdesk I suppose. When implementing the code, everything is going well but the search bar still shows the default text and when searching something it does not preview any results. (when clicking enter it does show results but we would also like to see the preview.). See example of our situation: VS what we want/Freshdesk’s website. Any ideas how to solve this? Thanks,Thomas

I need a way to separate  Preventative Maintenance ticket from the Incidents ticket , how do you do so in Fresh desk? 

If a customer sends an email to ####@####.freshdesk.com it is taking more than 2 hours to create the ticket and the responses are taking more than 10 minutes to reach customers, there is a problem today?

I would like to ask if the contacts can login to mobile app? or only the Agent?

View Demo → Breezy Plus is a custom Freshdesk theme that combines the best practices of Freshdesk customization. Apart from standard features, it also has side navigation for more comfortable portal usage, categories with icons on the homepage, prev/next buttons for getting to the next and previous pages, and custom links in the header and footer. Theme Features Side navigation. Show categories, folders, and articles on inner pages. Prev-Next buttons. It adds buttons at the end of articles, which forward to the previous Article formatting components. Make your articles more attractive and easier to read with Tabs, Accordions, Callouts, Tables, Lists, Videos, and other options.  Responsive and Retina-ready. All our Freshdesk templates look great and work properly on all devices. 100% compatible with all Freshdesk features. The theme has been tested thoroughly to ensure that every Freshdesk function is fine-tuned and brings the highest level of performance to your customers. Cu

Hi.I generated an XML export of All tickets, users etc. from the Freshdesk account, but there’s no resolved-at or closed-at field. How can I calculate it? I may assume that the updated-at is the closed/resolved date, but I doubt it is always the case as there’re some updates that can happen to the ticket even if it was closed a long time ago.Does anyone have any advice on how to get those? This is a basic metric that is available via API, but how to extract it from XML file?Thanks!

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

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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