Using Freshdesk

Hi all - We’re in the process of rolling out multiple Freshdesk portals for different customer groups (like Client Support v Internal Support v Partner Support, etc), and we’re running into limitations with portal access control being applied to broadly at the account level.  What we’re trying to accomplish: Create separate portals for different customer groups/segments Restrict portal access by domain (e.g., only @companyA.com can access portal A, only @companyB.com can access Portal B). Avoid making those domain restrictions apply globally across the entire Freshdesk accountThe issue is that Freshdesk’s access control seems to apply at the account level, not per-portal, which makes it hard to lock down one portal to a specific customer group while still keeping other portals accessible to different domains. Has any successfully:Scoped portal access by domain on a per-portal basis? Used SSO, custom login flows or any creative workarounds to segment portal access? Built multiple custom

I am attempting to set up a Webhook Freshdesk automation to PUT ticket data into my CRM. I need the company_ID in the data but cannot get anything to come through with the other fields.I have tried all of the following:{{ticket.contact.company_id}} {{ticket.contact.companyid}} {{ticket.company.id}}} {ticket.company_id}} {{company_id}} {{ticket.contact.department_id}}None of these returns any value at all. What is the correct tag for pushing the ID of the company?

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles but they “snap” back to where they originally were.For context I have Admin and Agent permissions.Any help or known issues would be appreciated. I haven’t found any answers searching so far.

Due to security requirements, users have started sending digitally signed emails. But in freshdesk we just see “not given” and smime.p7m attachement is visible.Please support decoding or displaying the content of S/MIME encrypted attachments.  

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:postmaster@outlook.comYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. For more information please go to http://go.microsoft.com/fwlink/?LinkId=526653 AS(8561) [ME3P282MB1553.AUSP282.PROD.OUTLOOK.COM]'Original message headers:Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458%5]) with mapi id 15.20.51

Applicable plans: Forest/Enterprise You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever.  If you are on the Forest or Enterprise plan, just drop a comment on this post to learn more!

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created.  But now it doesn’t use the full name, but rather the 1st half of the email address.  Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name.  So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

We have thousands of contacts setup who have never created a ticket with us.  In 2025 we’re launching our customer portal, and I only want to invite people who have previously logged a ticket, rather than all people who were migrated from our previous system.Is there a way to easily identify which contacts have never logged a ticket, and delete them?

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.