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Using Freshdesk

CX and Customer Support

4851 Posts
J
Apprentice
jim_20453Apprentice
posted in Automations and Workflows
Disable CC

When I reply to a customer on a ticket, I don't want it to CC my email box. Can I turn that off?

12097
Yusuf Ahmed
Community Manager
Garrett Haney
Apprentice
Garrett HaneyApprentice
asked in Apps and Marketplace Integrations
Freshdesk - Apps - Microsoft Teams

When first configuring the Teams app integration, it let me select a team and channel but never let me configure the channel notifications.  I removed the integration, team and channel. I then added the integration back, created a new team and channel and get the same error I was getting before when I couldn’t configure the channel notifications. Attached is the error message I recieve. I’ve been trying to get this working for a couple weeks now with the same errors.I’ve tried it on multiple PCs, different browsers and all from different locations.Any information would be greatly appreciated.  

182
Garrett Haney
Apprentice
karlnharrison
Contributor
karlnharrisonContributor
asked in Contacts & Companies
Freshdesk agent view of tickets customization question about contact details

I would like to customize the fields shown in the contact details side panel when agents look at tickets. Is this possible? Here is my use case, I have all my users in the contact list and I have extra fields for them, such as what department they works in - say HR, Finance, Stores etc. and another field is what building they work in. Now I would this to be visible when I look at a ticket in the Contact details side panel - e.g. this screenshot. Some of this is visible when you press on view more info, but this is an extra step and should not be needed.Karl

1533
zaylle
Community Debut
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
posted in AI & Bots
Freddy AI Monthly Roundup – Latest Updates for CX

Hello Folks!Here’s a quick look at what’s new with Freddy AI for Customer Service this month. These updates are aimed at improving both agent productivity and admin control—plus, a few exciting features are now in public beta! What’s new with Freddy AI for customer service this month? There’s a lot of new updates and enhancements that we’re rolling out to customers using our customer service products with Freddy AI! Here’s a quick summary for everyone here. Reply Suggester is now in Public Beta:  Agents now have access to AI-powered reply suggestions (generated using solution articles) to respond to incoming customer queries, resolving tickets faster and more accurately.Learn more |  Freshdesk and  Freshdesk Omni Freddy AI Agent can evaluate itself: AI agents will generate a diverse set of customer queries to self-test their responses to identify knowledge gaps that need to be patched with more knowledge sources.Learn more |  Freshchat and  Freshdesk Omni  The enhancements that are hap

140
Kamakshi V
Community Manager
H
Apprentice
HunterApprentice
asked in Getting Started
Freshdesk Support Completely Unresponsive

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

883
SW-Scott
Contributor
K
Apprentice
kjosephApprentice
asked in Apps and Marketplace Integrations
Freshdesk and Salesforce Connector - Create Lead Form

Looking to get some advice. I connected Salesforce Connector to our Freshdesk. My goal is our Support reps take their Freshdesk ticket and create a Lead in Salesforce. I go to the ticket, I click on the Salesforce Connector and click on Create Lead. The Lead Form that pops up consists of every (over 100) field that are in our Salesforce. And I would have to scroll through all of them and fill out the needed ones and create the lead. All I really need are a few fields that are required for a Lead to be submitted. When I go to the Salesforce Connector App, I see under Widget Settings, under Lead fields, I just have Full Name, Email, and Company. But still when actually using the app, the Lead Form that comes up is essentially unusable due to how many fields it displays. How can I configure the Lead Form in Freshdesk to only display fields that I need?  

112
Kamakshi V
Community Manager
B
Contributor
BeckyBexContributor
asked in Portals, Emails & Other Channels
Custom Ticket Views in Protal

I have multiple ticket forms two of which are used for Feature Requests and System Bugs.  We share a list of all of the Feature Requests and bugs with our customers and I was hoping I could just build a custom ticket view and surface that in the portal.  That way it is always up to date.  This seems like quite a basic feature for a support portal but not something that Freshdesk portal currently offers which means I am going to have to resort to a manual process of keeping an article up to date.   I appreciate that Forum topics could be used to manage the above but that doesn’t work for us as we replicate bug tickets in DevOps and used Freshdesk to manage our roadmap items.Anybody found a workaround for this? Ok, so cannot update title…. “Portal”

377
eeha0120
Skilled Expert
S
Apprentice
stolan2Apprentice
asked in Automations and Workflows
Fresh Service shows agent as available for auto-assign by they are actually unavailable due to idle session in portal

I’ve been working with FS support on uneven auto-assignment of tickets. An example of this is that 5 agents show as available, but the same agent was assigned to the only two tickets in the pool that were entered that day (this pool is only for classroom emergencies, so is not high volume) . This happened a couple of times.FS Support shared with me that this could be caused by the agent having a session designated as “idle” in the portal. In that case: “The agent appears active in the logs but remains inactive in the portal, which the system interprets as an idle session (Please note that this is not reflected in the logs). As a result, the agent is marked as unavailable, preventing ticket assignments to them”This means that the availability widget shows the agent as available, but they actually aren’t and there’s no way to accurately get this information. I was pretty surprised that this was intentional design.So I am looking for a way around this or a way to set up my own auto-assign

484
RobCrossHM
Skilled Expert
Rafael Vega
Apprentice
Rafael VegaApprentice
asked in Automations and Workflows
Importing custom HTML templates into Freshdesk notification templates

Hello Support, We have some custom HTML email templates (Built in Dreamweaver) and we want to use these formats in Freshdesk email notifications templates.This is an example of the HTML template: How can I import or insert a custom HTML template for Freshdesk notification templates? Regards,Rafael

13323
R
Contributor
C
Contributor
chadholtonContributor
asked in Automations and Workflows
Days Old Rule Not Working

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and  that were created 7 days ago or older I’m getting emails fortickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old.  I’m not getting those emails.   here is the flow and the pieces.  Any help or guidance is greatly appreciated.     The execution log show that the HowOld expression was successful on older tickets but I’m not getting the emails for them. 

212
C
Contributor
muskanb
Apprentice
muskanbApprentice
asked in FreshThemes Gallery
Help Center (Dark) Theme Configuration

Concerns regarding the Hep Center (knowledge base) automationDark Mode Theme: a. Does Freshdesk offer a dark mode theme option? If yes, guide on how to enable it. b. Are there any plans to introduce a dark mode theme for the platform? c. Do we need to install any version for it? Font and Spacing Customization: a. Is it possible to customize the font style and size within the support articles? If so, what customization options are available? b. Can we adjust the spacing between lines or paragraphs in the support articles? If yes, how can we make these adjustments? Related Article Suggestions: a. How does the platform determine the related article suggestions that appear at the end of each support article? b. Is it based on keywords of the primary article, tags, or other factors? Please provide details on the algorithm used to generate these suggestions. It would be great if you can help me with the link and proper navigations regarding the above concerns. Thank You

23553
KrayZeeGit
Community Debut
RobCrossHM
Skilled Expert
RobCrossHMSkilled Expert
asked in Apps and Marketplace Integrations
FreshDesk & Dynamics CRM Integration

Does anyone have any experience with this integration?https://support.freshdesk.com/support/solutions/articles/50000009952-dynamics-365-connector-app-for-freshdeskThe details say that two way integration isn’t yet available - anyone heard an ETA on that? My need is: Show FreshDesk ticket information in CRM Show CRM company information in FreshDesk 

40
RobCrossHM
Skilled Expert
alex892
Apprentice
alex892Apprentice
asked in Portals, Emails & Other Channels
Google stopped indexing my pages of the customer portal because of alternate with canonical tag.

I have been working on a customer portal last year and everything was working fine after publishing it (the SEO was great!) One month ago I stumbled upon the analytics and saw that they dramatically decreased. The organic traffic was very small because Google was slowly taking down our solution articles (400+) and only 8 of them were still indexed.Most of the pages are in status discovered/crawled but not indexed. I checked in various threads and forums and it looks like it is because the main landing page has a wrong canonical defined. https://assistenza.zanichelli.it/support/home has this canonical declared: (https://assistenza.zanichelli.it/support/solutions). I define the canonical dynamically on the header so I don't have a way to manually specify the canonical for the main landingpage. <link rel="canonical" href="{{ meta.canonical }}">All the other article pages have a proper canonical (dynamically generated) but it looks like since the indexing of the main page fails, Goog

33215
imartdecor12
Community Debut
faraygul
Apprentice
faraygulApprentice
posted in Getting Started
hi

i am new here, welcome all contact me if any one need work help

50
faraygul
Apprentice
KevBrig
Apprentice
KevBrigApprentice
asked in Portals, Emails & Other Channels
Implementing ReverseProxy for portal gives out endless 403s

Hello dear engineers,We are implementing a reverse proxy solution so that, upon migrating from our current FAQ to the FreshDesk hosted one, we can support the validation of all historical links and still serve new content.At first, it all worked well, but progressively we started seeing more and more “403 Forbidden” errors intermittently. This means that pages could either load, not load, or partially load.I suspect that, since now all of our traffic will be coming from a single location, it is possible we have been flagged as potential offenders by your networking strategy.Would it be possible to either confirm/infirm the above? I can provide you with our IP address to be whitelisted for this behaviour to go away.Thank you very much for any help you can provideRegardsKevin

643
mikecolady1
Community Debut
C
Apprentice
ccheeverApprentice
asked in API and Webhooks
Freshservice intergration with on-prem Endpoint Central

, none of the related Topics are remotely close to my question,I am setting up Freshservice integration with on-prem Endpoint Central. When I test the connection, I only get errors. I added the IPs that Freshservice's “Support” provided, and it still fails. FYI none of the related Topics are remotely close to my question so I am just picking one.

60
C
Apprentice
Arye
Apprentice
AryeApprentice
asked in Apps and Marketplace Integrations
The Expiration Reminder for Freshdesk application

Does the Expiration Reminder for Freshdesk application still work with freshdesk?I tried to install it, but all the explanatory pages provided in the marketplace no longer exist,What's more, it says that the app is free, although on their website I see that it is paid

402
lioragenevieve
Community Debut
L
Skilled Expert
lkeyesSkilled Expert
asked in Portals, Emails & Other Channels
Surpress TEAMS notification when logging into Freshdesk

I have a user who keeps getting this message when logging into Freshdesk.  How to suppress it?   The user *has* installed the Freshdesk plug in on his Teams. .  

322
sanderson33
Community Debut
M
Apprentice
Mariana SobrinhoApprentice
posted in Portals, Emails & Other Channels
Problemas na Visualização de Tickets por Usuários com Permissão Total

Estamos recebendo diversos relatos de clientes informando que usuários com permissão para visualizar todos os tickets da empresa não estão conseguindo acessar esses tickets, que antes conseguiam. Poderiam nos ajudar a resolver essa questão, por favor?

50
M
Apprentice
Moniquevanz
Contributor
MoniquevanzContributor
asked in How do I....?
How can I change the FROM email address, as a standard? That it's always the same, even when I have 10+ email addresses registred

We have lots of email addresses registred in the backend of Freshdesk (ticket receiving mail addresses). When replying to a ticket, the system picks one of these mail addresses as the sender of the response. How can we automate this, or change this, to one mail address of our choice?

974
M
Top Contributor
D
Contributor
Doug_in_Wellington_NZContributor
asked in Automations and Workflows
How to display Lists or Tables in notes created by automation

I’m trying to create automation that displays reports on users that are offboarding.All of my lists and table end up as nearly unreadable single strings.  I’ve tried using web requests that return json and scripts in PowerShell orchestration .. the result is that the results are always printed as single strings:examples:[{"Person":"dhendricks","DeviceName":"tl2612"},{"Person":"a-dhendricks","DeviceName":"tl2612"},{"Person":"dhendricks","DeviceName":"tl-5cg235073f"}]Person DeviceName ------ ---------- dhendricks tl2612 a-dhendricks tl2612 dhendricks tl-5cg235073fNever anything nice and readable, in spite of all of PowerShell’s functions, such as:Person       DeviceName   ------       ----------   dhendricks   tl2612       a-dhendricks tl2612       dhendricks   tl-5cg235073f I think something about the orchestration app or the create note node keeps removing any newlines that I put in.Does anyone know what is happening and/or how to fix it?

101
Daniel Söderlund
Skilled Expert
evlo96
Skilled Expert
evlo96Skilled Expert
asked in Portals, Emails & Other Channels
A way to limit amount of articles showing under each folder, on main level knowledge base—before you enter a category

Hello, When on the main level of the knowledge base, I would like to display less articles under each folder. Right now it will show a pre-view of 5 articles, but I would like to adjust it down to 3 articles showing. Is there a way to do this? ...so ideally I would just the articles test 1, 2 and 3 showing here. 

882
J
Community Debut
man.nguyen
Apprentice
man.nguyenApprentice
asked in Portals, Emails & Other Channels
Setup SSO using JWT with Freshdesk

Hi Freshwork community.I am setting up SSO using JWT with Freshdesk (by setting Customer Portal). I implemented successfully but when my customers login. I see their email instead of their name. It is really tough to me when I want to know who they are.I hope to receive your answer soon. Best regards,

2362
J
Community Debut
J
Apprentice
jo.morrisApprentice
posted in FreshThemes Gallery
list of free themes

It would be good if you had the ability to filter themes by free/premium. It was a pain to click through every theme only to find out majority of them had a cost associated. At a minimum at least provide a list of the free ones, which is only about 4 themes. 

1570413
anneliesemartin
Community Debut
C
Top Contributor
CherylTop Contributor
asked in FreshThemes Gallery
Coding Help Needed to Display Article Category/Folders in Sidebar

My site has a side bar: Instead of displaying “related articles” which are rarely actually related, I’d like to display the Category/Folder list that the article is inside of.It’s the same view that is found on the Solutions Home page. However, if I just take the code from the Solutions Home Page and drop it into the article view, it doesn’t work. It displays nothing:<!--Display Categories and Folders --><section class="sidebar content rounded-6 fc-related-articles"> <h2 class="heading">{{ category.name | h}}</h2> <div class="cs-g-c"> {% for folder in category.folders %} {% if folder.entity_collection.size > 0 %} <section class="cs-g article-list"> <div class="list-lead"> {{ folder | link_to_folder_with_count }} </div> {{ folder | sub_folder_article_list:5 }} </section> {% endif %} {% endfor %} </div></section></section><!-- end -->How do I get this display from the category d

4939
anneliesemartin
Community Debut

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