Using Freshdesk

I reached out to support about this and was told to post this as an idea, however I found that this was already flagged 5 years ago as a bug - and treated as such. Yet this is still an issue in 2022.  Despite having an automation that marks a ticket as spam based on criteria (e.g description contains “unsubscribe”), the “Support Desk” iOS app continues to send push notifications for every single ticket. We find push notifications for real tickets absolutely vital, so we want to keep them on. We just don’t want to be bombarded with every single spam ticket that comes in. Surely this is a bug? Was it actually fixed 5 years ago? I'd appreciate a real answer from someone. Thanks.

Do we have the option to restrict agent to delete the ticket in the tickets and Trash.

Right now we can know how many open tickets inside Freshdesk, but from the total open tickets, how can we know / filter “total of open because of new ticket” and “total of open because of reopen”? Please advise.

Can someone help me change the Card Descriptions in the portal ?

Hello, how would we prevent the sending out of notifications(ticket created), when connecting our outlook account, for all the preexisting old emails, when first connecting to freshdesk via smtp/imap? Thanks

Hello, we are using the Help Widget in our Application to allow Logged In Users to create support ticket requests without having to leave the application. One of the topics they can create a ticket for is to report a bug they’ve encountered while using our application. When an error happens in our software, we create a Bug Report that allows our team to better troubleshoot the issue. So in the Help Widget, I created a multi-line form field to allow the User to paste the content of the Bug Report and send it.However, it seems that after a certain number of lines, the multi-line form field drops the remaining information. Since you run your own software platform you can imagine that when someone is trying to give details of what is happening, it’s rather inconvenient when they run out of space and you can’t get the full story.That’s exactly what is happening to us. When they paste the Bug Report text, we get the majority of the information but the most crucial data is being clipped and n

Hi all, I’ve tried many ticketing systems but I finally found my way to FreshDesk. I am building my own support portal for my product which uses the FreshDesk API to use its functionalities. The portal primarily focuses on creation, retrieving and updating tickets. But I also want my users to be able to reply. Now I am getting the error that I cannot use my admin API key to reply on behalf of a user as I am using an app-only way of implementation. I understand that I would need the assumption feature, which is only included from the Pro package on forward. I must say; that’s a big step for a pretty small company which is just starting up. I have to say I was a little disappointed seeing this simple and fairly common user delegation being limited by a plan… I am using the Growth plan. Now, I can just reply as the admin’s account (from which I am using the API Key). But now the user will still receive an email that the admin has replied to their ticket (which is not true). How can I disa

Hello, I have a scenario, where I want to send out an automated reply to a customer and include CC’d emails. When doing this through UI -it is done automatically, however if I use automation with trigger webhook towards api/v2/tickets/{{ticket.id}}/reply - it only sends email to contact in TO. Same happens if I use automation action “send email to requester” API definition has “cc_emails” that can be included in message json, but there’s no placeholder to populate this data into Automation. So, I’m wondering if there’s a way to send automated ticket reply and include CC’d emails included in original ticket.

Is it possible to make it so that an agent can delete only their own note (public or private)?

We are contacted by two different email distro’s and our trying to figure out how to send return REQUESTER NOTIFICATIONS from only one of the email distro’s?  

Hi FreshDesk, I’m new to freshdesk and so is our admin.For any ticket I have contributed to as a 3rd level engineer I’d like to get ongoing email notification.Example: Frontline has a problem and asks me for input on a ticket I add a comment to the ticket indicating a way forward From here I want to be notified of all activity on this ticket. This allows me to contribute further if needed.Please advise how to enable notifications for this scenario.I have all available notifications enabled except “Tickets assigned to my groups”Available and enabled in my profile:New responses on my ticketsStatus updates on my ticketsPrivate notes I'm tagged inPublic notes I'm tagged inTickets assigned to meReminders on first responseReminders on resolution timeReminders on next responseEscalations on first responseEscalations on resolution timeEscalations on next response 

Hi, We are looking at portal customisation and we would really like to display some custom fields from a user’s profile on the New Ticket page. I was looking at the available placeholders, and I am not sure if this is possible. For example, we can use {{portal.user.phone}} to return the ‘work phone’ field, I can’t see any placeholders that could return a custom field in a user profile. I just wondered if this was possible / any advice. Thanks!

I am looking for ticket templates that can be used for reference purposes.  If there is one, please let me know where I can find.

When cloning a viz, I’m getting a blank widget. Is this supposed to happen?

Hello ThereMy company has the license with FreshDesk and I must setting it, Basically we have several customers and would like to receive your advice. Is it convenient to have a portal per company?if not, as I recommend splitting it. my goal is to attend each customer( Companies) and show weekly progress individually. im really appreciate any resource or suggestion. 

Is there any way to get the Message-ID of a particular inbound email via the API?We have an add-in in FD that calls our NLP and RPA service to receive information on a particular ticket.  Our system gets a copy of the email from the server and our add-in needs to lookup on our server using the Message-ID to find the relevant data. example Message-ID: 16D101B2BAD9744E91645834BFE9F52D032CFB36D5@aaa.bbb.ccc  Thanks! 

How many emails can be sent in one outreach using the option of “Proactive Outreach”?

We would like to add fields from the ticket to Portal view ticket list, especially the ticket_list snippet. In it we would need to show additional standard fields like type and closed on as well as custom fields.Moreover we would like to change the display of a single ticket from “card” to “list”, similar to the option in the agent interface.Any ideas would be highly appreciated.Tassilo 

Our goal is to create a report in Jira to show all Jira issues created by the support team. Preferably with information thats filled in automatically. I know we could manually enter information into a synced Jira field, like a Label.We also already have a report in Freshdesk since Freshdesk tags the case with the Jira issue number, but our engineering wants one of their own in their tool. Is there a way to automatically populate the Jira fields when creating a Jira Issue with the integration or an object in Jira thats populated with Freshdesk information that we can filter on? There is the Freshdesk widget in Jira, but Jira does not filter on that to create a report. 

Hello everyone,  I’have a little question about the tickets list.  Members of my team want to make quick modification in ticket list with a costum field.  Here is an exemple in attachament   Little exemple to understand what i want  Costumer create a ticket for a request.  This ticket appears in the ticketlist We want to apply one of the option of this custom field (drop down menu with 8 options) directly in the ticket list. Can you tell my if is it possible or if any application can do this job ?  Once again, apologise for my bad english, i really do my best ! Romain  

Hi Team,We have setup out Office365 mailbox forwarding to the freshdesk mail ID and post that we are continuously receiving the mail delivery failure notifications.We have hence not been able to route our support emails to the Fresh Desk system.Could someone please help here.Thanks in Advance. 

I changed the group of a ticket. After a while (10-15 minutes usually) I’ve got a message that the group of the ticket is changed back to its previous group. Can I find somehow who changed the group of the ticket back?Thanks,Gabor.

Does anyone have the list of default permissions for the “Agent” and “Supervisor” roles? We don’t want our agents to be able to delete tickets. 

Can someone help me change the Card Descriptions in the portal ?

I have a problem when trying to order a list of tickets by deadline. Here it is :I use any view, ordered by creation date, last update, status or priority and everything is fine. I want to change only the sorting option to use « Échéance à respecter » (I guess it would be deadline in english) so that the late ones are displayed on top. I then have a view displaying « Pas de ticket ici » (no ticket here) and I can’t change the sorting option anymore and can only delete the list and create it anew.  Does anyone know why I have thie behaviour ? What can I do ? It would really help my agents to manage their priorities if I could use this sorting option (and I am afraid one of them would try and block a common view).