Using Freshdesk

Current flow:Customer send mail to support mail New ticket with status open is created Freddy replies with solution Customer does not react to Freddy: Ticket stays open → but what if thats already the “best answer”? Customer closes the ticket → everything is good Customer says the answer is not good My question: Wouldn’t it be better to set the ticket always to status resolved when Freddy gives a reply to the customer and only if the customer clicks “not good” or replies we open the ticket?How should our agents handle tickets that are open but already contain the right answer from Freddy?Are there any best practices?Thank you so much! 

When we use the Snipping Tool to get a screenshot to send to the customer for reference the customer can not see the image.  Any image we copy and paste in the Reply or a Forward is not displayed in the email for the recipient. This seems to have just started because we have been doing it this way with Freshdesk for over 10 years.

Hi Freshworks Community, Teams that have already migrated to Freshworks often say the result was positive—but only after learning a few important lessons along the way. Based on real migration experience, companies most often recommend:Spending extra time on data mapping to clearly define what the end result should look like. Cleaning up source data before migration—fixing 50 or 100 tickets in advance is far easier than correcting issues across 60,000 later. Running multiple test migrations to validate different scenarios and confirm all data is transferred as expected. Using an automated migration tool to make the Full Migration as seamless as possible. Coordinating with the Freshworks team during the migration to simplify onboarding and avoid configuration gaps. Even the best migration tools can only do so much if expectations and workflows aren’t clearly defined upfront. Feel free to vote and share your experience—your feedback can help others plan a smoother Freshworks migration. 

Hi,I'l like to use powerbi to make some reports.I discovered this: https://apps.freshdesk.com/freshdesk_on_powerbi/Looks great.Then I received the mail below, then nothing.Do you know what I'm supposed to do?ThanksMatthieu

Hello all,As the title says, Is there a way to automate adding a to-do list to a ticket. I am looking to attach a list to a ticket based on certain conditions, so as whosoever picks that ticket knows what all steps are required to resolve it. I open to using 3rd party app. The endpoint to create a to-do list is also not available unfortunately. Thanks 

On my Freshdesk (as agent) I have displayed on the top “Switch to the new Freshdesk UI for a cleaner, more delightful experience. The classic UI retires on Mar 30, 2026.” Here are my questions :I’m not sure if the “table view” for tickets and the different ticket views (shared and local) are maintained in the new UI. With the Preview button, it’s not clear for me. Is it obligatory to upgrade ? What happens after Mar 30, 2026 when I do not proceed the upgrade Is a Rollback possible after the ugrade (one-shot) ? What preferences do I loose after upgrade Does the customer UI change also or not ?Best regards,Holger 

Hello everyone! I’m new here and just getting started with development in Freshworks. Right now, I’m trying to create my first app. I’m attempting to get a list of agents via the API, but something is going wrong. I’m getting a console error about an unregistered function. Even though I’m doing everything according to the documentation. If anyone knows what might be the issue, please let me know. manifest.json{ "platform-version": "3.0", "modules": { "common": { "location": { "full_page_app": { "url": "index.html", "icon": "styles/images/icon.svg" } }, "requests": { "getAgents": {} } }, "support_ticket": {} }, "engines": { "node": "18.20.8", "fdk": "9.7.4" }, "app": { "tracking_id": "aixfa4rlutw791e3iubp" }}requests.json{ "getAgents": { "schema": { "protocol": "https", "method": "GET", "host": "<%= iparam.domain %>.freshdesk.com", "path": "/api

Is there a way to upload holidays in a CSV , cant be selecting one by one for each group Country holidays there sometimes not accurate 

Hi everyone,I’m working on optimizing sales funnels and landing pages at FunnelsFlex. I’ve noticed that small changes, like clearer messaging, simpler forms, and better call-to-action placement, can significantly impact conversions.I’d love to hear how other community members approach funnel optimization: What strategies or tools do you use for tracking and improving conversion rates? How do you balance user experience with marketing goals? Any lessons learned or common pitfalls to avoid? Looking forward to learning from your insights!

This is going to be a little bit rant-y, but I’m very frustrated with Freshdesk Support. I have submitted 2 different support tickets to Freshdesk support requesting help with a variety of issues over the last 7 days and have currently heard nothing on either one. This is particularly frustrating because on day 5 I resubmitted the first ticket to freshsales support instead and received multiple responses plus a resolution within 24 hours. Presumably these are two different team of people who are likely working completely remote from each other but the Freshdesk support is frankly bordering on embarrassing at this point. Not to mention I now have a third open ticket that appears to be intended for an internal sales agent to reach out to us and try to up-sell or otherwise “close the upgrade” in our plan. I can’t tell if whoever is running that support is clueless or what is going on but if our company wasn’t so set on using Freshdesk this would definitely be enough to get us to consider

Hi,Why is there no OpenAPI / Swagger YML specification file available for Freshworks APIs ?I tried both URLs below but did not work: https://MY-ACCOUNT.freshdesk.com/api/v2 https://MY-ACCOUNT.freshdesk.com/api/v2/swagger.yml I guess you would agree that OpenAPI is a standard among software APIs and would make life so much easier for Postman tests and API access code generation.And would be a really nice companion for the already nice Freshworks products :-)Thanks

Hello,Our outgoing email has been blocked for 3 week now. We immediately opened a ticket #19378775, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we are still stuck. Now it’s been 3 weeks without any updates ! It's quite ironic for a SaaS company to have such poor customer service.Please fix this as soon as possible!

I have a regular need to create a parent child relationship between two existing tickets but can’t find any way to do this. Does anyone have a solution that would make this possible?

I have a regular need to create a parent child relationship between two existing tickets but can’t find any way to do this. Does anyone have a solution that would make this possible?

I have multiple forms that create tickets related to specific business processes. Each form has form-specific fields i.e., data the requester needs to submit for that particular business process which is only relevant to this form / ticket type.However, once I create a new field, it now appears in the list of properties for every ticket, even those where it is irrelevant. This makes it hard to find the relevant fields for a particular ticket type, because the list of fields / properties becomes very long. Is there a way to create form / ticket type specific fields that only display in the list of properties for the relevant ticket types?For example, suppose I have a form for requesting approval to travel that collects data like origin, destination, estimated cost, date of travel, etc. and another form for requesting a new laptop that collects data like make, model, amount of RAM, size of hard drive, etc. When I’m looking at a travel approval ticket, I don’t want to see fields like make

On the dashboard (tickets) where you can view as a table or card, in the table view it would be great to have the ‘Modified Date’ so a user can see exactly when the last update was made. (You can sort by Last Modified’ but having that date would be awesome and helpful. Right now, you need to click into the ticket to see this. The table view only has ‘Created Date’ (Card view in the body of the information displays Created Date but again Modified Date or Last Modified Date would be so helpful. This shouldn’t be a large effort as you already have the info. Just need to display it.

Hi all, As the subject pretty much describes it, is there a way for me to link to a specific section to another article as opposed to the one I’m currently editing?I know <anchor id> works for the current article one is working, will this work for link sections of other articles? What amendments should I make to the codes? Thank you.

Hi everyone, just wanted to share our new theme for Freshdesk. Click here to preview this theme. The Almond Freshtheme emphasizes simplicity, balance, and alignment. Highlight only the most necessary content and features. It comes with six custom blocks to display key information on the homepage. The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal. FeaturesCustomize the header and footer, display your logo, change the background color, and include additional links.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

I know that merge tickets close out the secondary tickets and attaches to the primary ticket but do the users who submitted the secondary tickets still get replies if i reply to the primary ticket? Does associated tickets do the same? Do the associated tickets get the reply if you reply to the primary parent ticket?

I’m hoping there is a way to create a single ticket view that has multiple filter combinations.For instance,We’ve got a number of Agents I’d like to see all tickets that I’m an agent for that aren’t closed or resolved, but also see any tickets regardless of agent if they are in an open state.So (Me and not closed, resolved) and (not me and open)

If there a way to use a widget so the widget is always open and embedded in the middle of the webpageI would like it to be always open as it is on this website https://www.directline.com/car-cover/contact-usI can only place it bottom left/bottom right with a help buttonIf I try and use an iframe, it no longer appears bottom left or right, but the content does not load. 

I spent 15 mins with Support today trying to create Business Hours for New Years day. Since it is in 2025 it’s not possible.Ludicrous!

Goodmorning, All of a sudden the keyboard shortcuts won't work anymore.If you switch it off and on again and refresh the page it works once after that no response.Has anything changed with the keyboard shortcuts?

When a user (not admin) views their ticket tab and tries to export tickets, the set date option no longer displays the fields to specify the date range. 

I am trying to change the name “Knowledge Base” to “Help Center” in our Portal.   From what I’ve read, it looks like the only way to do this is by customizing the code under Admin > Channels > Portals > Customize > Edit theme. We are trying to not spend development resources on this, but I’m having trouble finding a good way to make this change in the code editor.Does anyone have an existing script that we can use to make this change?