Using Freshdesk

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Hello Everyone! 👋We’re all set for the upcoming Freshdesk Custom Objects walkthrough session by  ​@pranav.venuturumilli and Bindu , and I wanted to open this space ahead of time so you can get everything you need.✅ Have questions already?If you’d like our experts to cover something specific, feel free to drop your questions here in advance. Even if you can’t make it live, we’ll make sure your questions are passed along.🔗 Joining linkYou should have received the Zoom registration link by email, but in case you haven’t, here it is again: https://freshworks.zoom.us/webinar

Hi everyone, We are an OTA (Online Travel Agency) and we use FRESHDESK, FRESHCHAT and soon what used to be called FRESHCALLER. At the time this message is being written, we have different channels through which tickets are created. The main ones are Freddy the CHATBOT or via incoming EMAILS.CHABOT : We gather a LOT of data from the clients booking (booking date, traveling date, insurance etc.) and we structurally push this information via the CREATE TICKET verb of the FRESHDESK API at the end of the CHATBOT CONVERSATION. As a result, the custom fields are filled in and we are able to calculate PRIORITIES (via the AUTOMATION RULES) based on these fields.    EMAILS : Here the situation is a bit more difficult. Let me try to summarize what happens : One of our system (outside of FRESHDES

Hello,We’re using Faraday + s3 links provided by the Freshdesk API when fetching tickets.  We’re able to download ticket attachments but are not sure what format they’re in when they arrive.We need to be able to encode/decode these ticket attachments and save them to our own s3 instance.  These will be PDFs exclusively. Is this something we need to change in the Faraday settings?

I searched for existing queries on this, but I did not find this one… Is it possible to make solutions articles and categories accessible by Group or Agent Role? Meaning I want to categorize my Solutions Portal and I want certain people from my company to be able to access certain documents. I want each user type and/or Group to access only certain categories or articles.Is this possible? I know you can create segments for Customers and Contacts - but can you create segments for agents?   

We use Fresh Desk for providing support to both Customers and colleagues.  Some colleagues are agents, some are collaborators, and some are neither. I’m hoping to make the portal the go-to place for raising tickets and for accessing solution articles, but I don’t think I can prevent customers from accessing a folder that I only want employees to access.When creating a Folder I can make it visible to one of the below, but not a mix (my scenario would be that I want to all Agents (I assume this includes collaborators) and anyone linked to my company (that would be anyone who isn’t an agent) Has anyone found a solution for this?  I’m thinking that the only way would be to set everyone up as a collaborator (assuming that the above “all agents” does include collaborators.  

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.    

Casey is a minimalistic and crisp Freshdesk theme. It is an ambitious, to the point and no-nonsense theme packed with awesome customizable features. The page layouts are clean and unobtrusive. The logo on the top left is pronounced and the flowing whites and grays make it look very elegant. It’s a theme that supports custom components and above all makes for the perfe

I am submitting this as an enhancement, as this functionality does not exist, to my knowledge. There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured. We receive tickets through various channels where we need to set or update the Subject for appropriateness and data governance. When tickets are received/created - the original requester email sets the ticket subject. We need the ability to set/update the subject using Automations, Scenarios, and Canned Responses. That way, when we programmatically or manually respond to the requester, the email subject line appears per our Company Policy and branding guidelines and provide consistency for data governance purposes. Furthermore, it is inefficient for end users to update these manually.

We have setup a supervisor rule to send out email to requester stating we are waiting for a response - We have found that sometimes that rule does not apply and send emails hourly instead of how configured in screenshot.  The issue we have is that it is not doing that on all tickets that meet the conditions.  Any ideas would be great.  The screenshot does have some details such as which day email is being sent at which stage, but I hope you get where I am going 

Hello!I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url.I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email. I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well). Thank you!

Freshdesk.Use case is we want to allow a logged in requester in the portal to be able to select a button in the portal to enter a new custom object record. For example, if we have a custom object called “Printer” with 3 fields, make, model, location.Can we add a widget or something to the portal so it has a new button “Create new printer”?    

When trying to create a ticket through the portal form, I am receiving the following message:'We are sorry. You have been restricted from accessing this helpdesk page’ Could someone help me solve this problem? Thanks for your time and support. André

Looking to understand how to us html to, display a single solution article on freshdesk’s customer landing page.This single article is a table of contents, with pertinent groupings for each article.Any help on how to reference one article and display it on the landing page would be appreciated. 

Hi all, Is there a way for me to get a notification when someone new registers for my support portal? I’d like to get an email notification when someone signs up, but I don’t see anything for this in notifications. Thanks, 

Hi!We would really like to be able to add only our agent's first name to automations.We want to be personal with our customers, but at the same time protect our employee's privacy. Could you create tthe agent first name placeholder, or is it perhaps coming some time in the future?Thank you in advance for looking into this? Best regards,Erik 

I am in the process of creating a workflow which is based on a condition similar to the below.    If it is YES, it sends an approval mail to an approver and if it is NO, I want it to automatically set the Approval status to Approved.    I am able to create the action to send the approval email when it is YES but I have not able to find a way for automatically setting the Approval status to Approved using Expression Builder or another way. Can you ideas? Workarounds?

I want to create a scenario automation for another user but I do not believe it is possible.I can create for myself, all agents or agents in group.Scenario:We have restricted access to agents creating scenario automation to senior agents as the automation can allow for anything including deleting of tickets.The problem is agents want to have some of their own automation for typical ticket updates they do.I want to create an automation for the individual but it is either for myself, All or in a group which does not work for us. It seems the only solution would be to give the user the access but then we run the risk of them creating automation we do not want them to have. Any ideas?

I created 2 new types in ticket Type list, but when i want to use them in automation, i do not find them in the list.They are visible on the form for ticket creation but not in automation.It’s really urgent.

When adding a private note to a Freshdesk ticket, I used to be able to notify other agents.    A list of agents would come up in the “Notify to” field under “Add Note”.  Now, my name is the only name that pops up.  I can’t notify anyone else.  This just started happening last week.  I refreshed the page, and logged out and back in to Freshdesk.  This didn’t solve the problem.  Any idea what is happening?  

We have some employees that prefer that the default sort order be oldest to newest and some that prefer newest to oldest.  We would expect that the default sort order could be configurable by agent rather than a global setting.  Additionally we would expect that if newest to oldest sort order is chosen that the Reply button continue to be on top of the page. 

Hello,  Our team currently use the ‘FreshService Chatbox’ and we wanted to see if it was possible to change the background color and also make the button “IT Support Chat” slightly bigger.  Could someone please advise how I can proceed? I searched in Admin → Setting → FreshChat but wasn’t able to find a way. Not sure if I need to code it in ‘Service Desk Rebranding’ page but a confirmation or suggestion will be great.   

Is anyone else able to shed light on the non profit pricing options with Freshdesk?They have a whole web page Helpdesk Software for Non-Profit Organizations - Freshdesk | Freshworks about how they help NPO’s and offer discounts yet I get when it tells you to complete the form you end up with someone from sales calling you.Initially they seemed shocked I was even asking for discount, then came back with a fairly minimal discount for a high subscription compared to many other offerings. We want to use Freshdesk as we have some experience of it but not so sure on the non profit support?  

Hey there, I was wondering if it is possible to edit how the Agent Portal, Edit profile and Sign out links in the navigation are rendered. I can see that this is generated by the following lines in the header; <nav class="banner-nav">       {{ portal | welcome_navigation }}</nav> I have no idea if this is a) possible and b) where to find the ‘welcome_navigation’ snippet. Any help much appreciated.  

I’m making requests to bring ticket data and I’ve included the stats. However, I noticed that in some requests the first_responded_at field has a date before created_atExample: "created_at": "2025-08-04T21:17:28Z",        "updated_at": "2025-08-29T14:40:53Z",        "associated_tickets_count": null,        "tags": [            "PROD02221-594"        ],        "stats": {            "agent_responded_at": "2025-08-06T20:43:38Z",            "requester_responded_at": "2025-08-06T19:47:42Z",            "first_responded_at": "2024-12-02T21:53:47Z",            "status_updated_at": "2025-08-11T15:30:51Z",            "reopened_at": null,            "resolved_at": null,            "closed_at": null,            "pending_since": null What could be causing this?