Using Freshdesk

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).

Hello, we’ve been trying to use the AHT stopwatch to find out the real pending time for every ticket.However, we figured out that the stopwatch only counts the time when the ticket is on an active tab (being opened by an agent).What we need is to know the total pending time regardless the ticket is on active tab or if we close the tab.Please help. Thank you

Hi,Can anyone tell me where and how to change the Telephone Icon in the Footer to an Email iconWhen I go to Admin | Portals | highlight the portal I wish to edit | Edit | Branding : I get the choice to enter a Contact us textSo I wish to know, where and how, within  Admin | Portals | “SiteName” | Edit current theme | Pages .can I swap out the telephone icon for an email icon ThanksKeith

I am setting up our new account. I created a test agent, using my personal gmail address. That address receives “Ticket assigned to agent” and “Note added” email notifications, but not “New ticket created” notifications. I also set up two agents with emails addresses using our company domain (so patti@ourdomain.com and debbie@ourdomain.com). Those emails received the original verification email for new agents (and I verified them), but they don’t receive any other email notifications. I’ve checked that the notifications are toggled on the DKIM verification worked fine. What else should I try?Martin

Hi, We have been using the built in Freshdesk out of office functionality for the best part of 18 months. We’ve had the following issue since the very start. The Out of Office setting allows you to choose a start date and end date for the OOO period. However when the period ends, the agent availability should be automatically turned back on. This does not work, so an administrator or supervisor is having to remember to manually slide the agents availability back on when they come back into work.Surely this is not correct? When I raised this about a year ago I was informed it was a known bug with no ETA for a fix.  Please can we have an update on this. It’s essential functionality for a helpdesk and makes the Out of office functionality useless.

I notice that other similar topics exist since earlier. However, this issue started for us just now after the recent big update just the other day.When removing the only remaining letter of a word using backspace, Freshdesk also removes the preceding backspace, moving me to the end of the previous word instead. Is this a reintroduced bug?This seems to only happen while replying to a ticket, not while creating one. Would appreciate any help!

Hi, How do i reply to a ticket in the mobile IOS app? If I open a ticket I can only add a note or forward in the bottom toolbar. There are no options anywhere to reply to the ticket.  “Tilføj note” means “Add note” and “Videresend” means “Forward”.  

My task is to add icon in `cti_global_sidebar` which will open email client with some populated info. How can I do that? the problem with default thing I don’t need that popover at all I want to run it in background. And it must be placed at that sidebar

Hi all, this isn’t an opportunity to pan Salesforce but rather that I’ve a customer who uses Salesforce and is looking for alternatives.What can you, as a customer that has moved from Salesforce to Freshdesk (or considered both and chose Freshdesk), tell me about the differences?Thanks for your help.

Hello,we would like to merge two Freshdesk organizations. What is the best way to proceed here? kind regardsJan

Hi all,How do you other Freshdesk users measure and report on Average Handling Times by agents?We have recently abandoned the use of a Marketplace app to track how much time agents spend on tickets. This uses the Timelogs feature in tickets, which can be reported on at Reports > Timesheet Summary as well as on the API endpoint: https://developers.freshdesk.com/api/#time-entries. Recently, we've moved on to the newly added Average Handling Time feature by Freshworks. We found that we're only able to report on the entries through the Curated report provided by Freshworks/Freshdesk. The entries aren't available through API which is a great strain on our Business Intelligence efforts. 

Hi,Now storing a lot more “solutions” for our help desk staff.  What provision or options do we have to make sure we do not lose all these valuable notes?  I see an export to xml but not very user friendly and would have to remember to periodically download and store the data. Thanks,