Using Freshdesk

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?

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?

Dear Community, Currently trying to configure our first FreshDesk account, until now we used a Microsoft shared mailbox for our customers requests.Can I use this existing shared mailbox to transfer to FreshDesk?Until now, I did not manage. Thank you!

Filter ticket api was not working like before: 'https://domain.freshservice.com/api/v2/tickets/filter?query="priority:3"if I use this before, I got response like as expected. Now it was showing Zero tickets even though I have tickets with priority: 3

Greetings all! We have another Freshdesk theme that we developed recently.Click here to preview this theme. The Nachos Freshtheme is a simple theme to launch your support portal. Highlight key information on the homepage and style the theme to match your brand. How did we customize this theme? Take a look at some sample designs below. The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal.  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 homepage. Video blocks – Similar to custom blocks, these blocks are great to display product videos, how-to videos right on the portal homepage. Sample Designs - Check out some sample designs below

I would like to be able to show known issues at the top of ticket submission before a user submits a ticket. Something as simple as “Website xyz.com is down right now. Will update when status changes” to maybe avoid duplicate tickets getting posted. Is this possible?

Hi Community  if i set a workflow in my case the alert via Webhook to Teams how can i format the text with some basics like “new line” after some fiels oth just that the text looks a bit better readable?

Hello all,I am interested in enabling FreshDesk Arcade as a way to motivate some of our team and introduce gamification to those motivated by a little healthy competition.I like the ideas of quests and points being assigned for actions completed as well as there being an individual champion across a number of areas as well as an overall champion.I’d love to hear some of your ideas on how you’ve used the functionality - do you have any pointers / things to consider?Also do you know of any plans to revamp this? The requirements for setting a quest seem a little limited / Having the levels labelled as Beginner all the way to Guru feels a little limiting I would like to be able possibly rename these in the future.Look forward to hearing your ideas.Thanks.

This is not consistent so I’m not sure how I am able to provide example.  However, we notice only sometimes when we close a ticket, the next case in the queue is then opened for us.  It wouldn’t be too much of an issue if the case was a new one assigned to the individual, but each time, it’s an older case assigned to another teammember.  

We are currently evaluating freshdesk and therefore have created a new office 365 mailbox which we have connected to the freshdesk. The setup is working quite well - incomming emails create a new ticket which can be answered within the freshdesk application. However I am now wondering if it is possible to reply to a customers ticket directly from the email client (outlook) without opening first the freshdesk application.I have observed that when I reply to a ticket message that my response will be added by freshdesk to the ticket history. But my response is not forwarded to the customer. Do I miss an important setting or is freshdesk just not thought to be used directly from outlook?  

Hello,I am creating a PO through the API based on a ticket. I can fill one custom value. It doesn’t matter if the custom field is on the ticket or the PO. However, when I try to do two, it fails.Do I have a separate entry for each entry, e.g. "custom_fields": {    "requestor": "{{ticket.requester.name}}"  }, "custom_fields": {    "shipping address": "{{ticket.shipping_address}}"  },or do it do it combined? "custom_fields": {    "requestor": "{{ticket.requester.name}}"    "shipping address": "{{ticket.shipping_address}}"  }, 

I am Free user.  Which Plan can I rent to customaze My knowledge base? https://soulinternational.freshdesk.com/support/home

We have a customer which we frequenlty communicates with that runs another ticket system that appends a ticket number in the subject line (ie. [id:12345]. When we create a ticket and send an email to their ticket system we will get the reply from them but whenever we respond again, their ticket system fails to pickup on the thread since freshdesk didn’t update the subject row on the reply (like outlook would have). How can we get around this? I’ve looked in the API but it seems like we can’t get the subject of an incoming reply to a ticket. is that data not stored? Emil