Using Freshdesk

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

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