Using Freshdesk

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.

Hey community, Hope you can help me theme my password reset page?I cannot see the option to in the portal theme settings and its not listed at https://support.freshdesk.com/en/support/solutions/articles/50000003754-understanding-themes-to-personalize-your-customer-portal-appearance Does this mean we cannot apply themes to password reset pages?  

How do I sort and filter tickets by Subject in Freshdesk? There doesn’t seem to be an option for either in the user interface.

Hi. Coming into a company using FreshService and then I was made aware of FreshDesk but not quite understanding what I should be using.  We do not use change/release/project management.  We DO use asset management.  Asset management is not in FreshDesk, is that accurate? We do use and have plans to use Workflow Automator within Service heavily.  I see that FreshDesk has something similar but is it a dumbed down version or the same?  Are analytics the same? Not a fan of having some features in one but some in the other when really, one product seems to make the most sense and it looks like it is taking advantage of customers.

In this example, the customer inputs into three fields, LM/Use/IRN.  They can add as many as they like by adding another line. Can I have any suggestions for how this information could be captured in a ticket form? 

I have multiple teams split within an instance via sections. This is so that they can have individual ticket fields by team.Currently, I have a Dropdown within a team section. I would like a solution that allows me to have a Single-line Text Box appear conditionally if the value of the Dropdown is equal to ‘Other’Usually, I would use sections to arrange, however you cannot have sections within sectionsSince I require a Single-Line Text Box, I also cannot use a Conditional Field to resolve this Any ideas on how this can be created? Or an alternative? I have a pro license

Hi,we use tags a lot and it would be nice if the Freshdesk tickets list showed more than three tags at a time. Can this be configured somewhere?

One BUTTON on my page, to raise a support request, prefills fields like subject and description (FreshworksWidget('prefill', 'ticketForm', )). So, if a user clicks that button I open the widget and it shows the prefilled fields.If the user decides to close the widget without submitting the support request, then every time they open the widget on that page by clicking the bottom right WIDGET ICON, they will have the prefilled fields. Even though they are no longer clicking on the button where the prefilled details are relevant.Is there any way I can say that, if the bottom right widget icon is clicked, clear any prefilled fields (FreshworksWidget('clear', 'ticketForm', {});)?

Hello, I´m a new user in freshdesk and I´m trying to understand if I can use the free option to manage my bussines. I need to link two emails accounts, whatsapp and instagram.  And another question is if its possible to modify the email account for replies. Now is showing freshdesk domain not my email. Also how freshdesk is running with resends not with setup of server smtp, when we reply through freshdesk is impossible to know or to get this replies for example on mail mac or other mail app. Thanks

View Demo → Frio Blue is a professional and extremely versatile theme for the Freshdesk support portal. It is fully responsive and Retina ready to give your readers a pleasant reading experience. Its minimalistic design makes it super easy to navigate. Frio has custom blocks that you can use for a wide range of purposes. Theme Features 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. Customizable homepage. Change the hero image and mix layout elements like custom blocks, category views, and recent articles.  Three color presets and customizable colors.  Branding and Custom

We have a group that consists of 20 agents and half work an early shift and the other work a late shift. How do we incorporate having the SLA follow and early and late shifts?if I could apply two different business hours to one group, that would be ideal but I don’t think that’s possible. I can’t be the only person that has this issue. Is there a work around?

 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