Using Freshdesk

Recently, for some unknown reason.  The spam folder now indicates there’s new spam.  This completely defeats the purpose of the Spam folder.  Why is this not an optional feature? When I reported this issue they said to come here and post it as an idea?   Makes no sense to me… SPAM is literally SPAM.  Why should we be forced to delete the spam daily when it was working as intended before this change?  I shouldn’t see a new indication of spam and think its a real ticket to work on.  Infuriating new update.

At the moment I have been having a very hard time to find tickets that involve a 3rd party. Mainly because freshdesk works 1-1. Meaning if I escalate a issue to a 3rd party which is in relation to a customer the ticket cannot be seen unless I go into that specific requester and find it or unless the ticket subject has the relevant company name. This is especially the case when you want to know the situation of a customer account. The natural thing to do will be to go into the company and see the timeline. however for cases where a 3rd party is involved, those tickets will be completely lost and anyone looking to see the situation (eg. customer success) will be oblivious.What is the most effective way to handle this?

I want to create an automation that runs on ticket creation from an outbound email, anytime any agent creates a new email. So in FreshDesk they click  [+]New --> New email.  This sends an email but it also creates a closed ticket.  I want the automation to trigger specifically for tickets created this way.I tried creating a workflow that runs when the ticket is created and the Source is outbound_email however this doesn't trigger when an email is sent.   We run a webhook on ticket updates, however no matter what I try as settings I cannot get one to run on outbound email tickets.

We are in process of integrating our calling widget within Freshdesk using an iFrame. So, is there any way we can resize that iFrame modal as per our requirement.

I’d like to make a simple calculator type application in a Solutions article. I want to allow customers to be able to enter a couple fields in and I’d spit out an answer. I tried just adding some <script> </script> in with a simple call, but it just gets displayed as code.I want the JavaScript to execute instead of just being displayed.

Hi Please help me to understand if we have any functionality to highlight the open tickets whenever any response received with customer on ticket. Current Scenario: Whenever we have responded to a ticket and customer is responding, its changing state with customer responded but that moment user asked manager for approval and it's not related to us for act but after few hours, manager approved but we didn’t get to know that there is an update on tickets due to large number of pending tickets in queue (approx. 70 tickets) hence would like to enable feature if possible to bold such tickets whenever a response sent by users.

Hi Good day,I already toggle off the Google Login from the Security, Default Login Method. But still appearing on the login support portal page. Is it possible to remove  "CONTINUE WITH GOOGLE" Thank you in advance.

Hi,On the “Show Activities” feature on freshdesk, is there any way we can export those activities for all ticket within certain created time?Thank you

When forwarding questions to the Freshdesk address, our email server (united domains) does not transmit the sender email address of the questioner, but our own email address. Can I accept any settings so that I don't have to manually update the sender email address?

For some reason an old name is appearing on our support emails. How do we update this to the correct one? 

Hi,I’m on the Pro plan.We have a portal setup with the default language set to Dutch.We only have 1 language for the portal.The dutch portal comes with standard labels, I would like to modify them.Is there an easy way to do this without adding additional languages?Thx,Bernaert Dominique  

Hello everyone! I need to add a dropdown to my record view (for example to Contact view).But I would like that this dropdown would have items id’s; the generic dropdown field doesn’t have the option to add id to their items. Some one knows if its possible?‘Cause I’m developing a custom API, and I think that would be easier work with the options id of the dropdowns. Regards.

I don't get notifications when users create tickets.I have configured an email address in the email settings.

Hey, Is there any way to create a child ticket using an APIs? Or is there a way to create a ticket using the create ticket API and then link it to a parent ticket? For context, I want to build a workflow where I use the outbound email API to send an email. And then link that ticket to a parent ticket.

We have 4 widgets embedded on 4 different websites, two of them as "simple contact form" and two as "advanced form with ticket fields". Now we want to change a simple widget and add another (dropdown) field. But the simple widget cannot be edited. And the extended contact form or the individual ticket fields (under "Admin - Ticket fields") cannot be edited without the changes also affecting the other two widgets. But this should not happen. Is it possible to define per widget which ticket fields should be used? Unfortunately, we have not found a simple way. I did a little search on the internet and it looks like yes it is possible, but only through "Admin - Portals". But we also have only one "Admin - Portal".Is there another way to simply add another field to the simple contact widget? We are no developer, so it would be very helpful if we can get a detailed step by step instructions on how to do that.Thanks in advance.

Is it possible to add a new page to an existing portal theme?  

How to merge contacts in bulk , Currently i need to merge contact one by one 

Account has tickets more 30 000 items. Using Freshdesk REST API v2 I can load max 30 000 tickets (max page number: 300 and max 100 items per page). How I can load all tickets? 

hi all, newbie here, please do we know how to link a cognito form to freshdesk? ideally we want to auto assign the tickets to a specific group (team in freshdesk) to notify the appropriate people. Any help greatly appreciated, i have already created a test form in cognito forms with around 5-6 fields. i have inputted our general freshdesk email account address too but when i run a test sumission on cognito side, no ticket is raised, am i missing something? thanks in advance, Mike

A customer facing note - a reply/forward should definitely reopen the ticket. However, our private notes that we leave for ourselves, are very annoying when they reopen the ticket. Is there a way to disable this feature, without interrupting the public note that needs to reopen the ticket?

This is the last of the 3-part Agent Roundtable series for 2022, and we are excited to be ending with a bang!   Calling all agents who are good team members in this remote work world and who help to foster a better team environment of positivity, support, and knowledge-sharing. Here’s the recording  Join us to  Learn how you can spread good teamwork remotely and on-site Hear real-life examples of how a helping hand has made a substantive difference in the happiness of a team Explore tools you use within Freshdesk/Freshchat that can help you be a better team member and contribute to your community  

Hi, everyonefirst of all, sorry for my bad english and sorry in case the question has already been asked. I don't know how that means what I'm looking for, so I'll just call it a follow up ticket. I have the type offer in my tickets. if a customer requests an offer, we create a ticket and the ticket remains open until the customer has decided on the offer. if he refuses, the ticket is closed and everything is ok. But if he agrees, I don't know what the best solution is. it's mostly about hardware and a service. From my point of view, I should close the first ticket with the offer and create a second ticket for the installation. is there a way to automate this? that the ticket is closed, but another ticket is created from the closed ticket? or is it better to keep the open ticket and change the type of offer on order? I just think that the evaluation of the tickets will then be somewhat falsified.

Hello - I have around 15x groups in my Freshdesk instance. One of these groups has created an automation that issues a custom email notification on creation of a new ticket. They’d also like to create a 2nd rule that assigns a ticket to a particular agent, if a keyword is included in the title. BUT… it seems that whichever rule comes first in the queue, stops the next rule from working. How can we build multiple automations for a single group?Thanks,Alastair

Bridge Red theme for Freshdesk This template is fully compatible with Freshdesk and is easy to brand and customize.Bridge Red is a powerful and versatile Freshdesk template that is easy to modify. The search bar is always in the header, and your customers can find it fast and easily if they can’t solve their problems with self-service articles. Bridge Red offers additional functionality that is provided in the default Freshdesk theme: Inner pages with a unique design for great UX. Variety of homepage layouts: custom blocks, a category list, a category tree, and recent articles. Formatting components to make your articles easier to read. Do-it-yourself Freshdesk branding and customization with HTML and CSS. Recommendations, after-purchase support, and additional services like advanced branding and customization from Freshdesk experts to save your time. Homepage in the Bridge Red theme for Freshdesk Formatting components in articlesEasy-to-use formatting components are a step for

Hi,I was wondering if there is any possibility to match, through an API or not, Tuya with FreshDesk. We want to centralize tickets coming from an app (using Tuya) in FreshDesk with the others tickets, coming from the website or social media ? What are the others possibilities that FreshDesk API can afford ?  Thanks