Using Freshdesk

I noticed a couple of customers would write in using agents' first and last names.We tested by sending and reply to a couple of emails to and from ourselves but didn't see the agent name. We think they may be seeing it when logged into the helpdesk. We're not able to change agent name in Freshdesk, but agents changed their names in their freshworks profiles? Will this resolve the issue? The changes aren't reflecting in the "agents" section of fresh desk.

We recently implemented the default out of office feature in FD, we have hit a few hurdles and I wanted to check if the community have similar issues or suggestions:It appears as though only an administrator can perform an out of office for another agent and this is done by impersonating them. Not ideal  I can’t seem to find any dashboard or report that provides a list of agents currently OOO. We have to manually assign people or a group that must receive the notification when a customer replies to an agent that is OOO. We would prefer a method to assign this to a specific role e.g. team lead, you can obviously do this manually but people change roles and then you have to remember to add them or change them.

So I just realized that I have load of tickets in the Freshdesk system, and I didn’t get notification about any of them…Under settings → Email Notifications all Agent Notifications are checked and enabled.Any idea what’s happening? It’s not in the junkmail, I receive notification about tickets sent via e-mail… But not widget...

Hello to the community, Our company have concerns that seems to be occuring in multiple account. After a look to the support, I was not able to find a precise answer to this problem. By advance, thank you for the help you could provide. First problem :Sometimes, when our customers respond to a mail sent from one of our freshdesk mailbox (contact@ or order@ for instance), using the “forwarding” or “answering” option, some of them never reach freshdesk. It means that we have an initial ticket with the original mail but nothing more (no new ticket or new message on the original ticket ID). It does not seem to follow any pattern, because we still receive some response. Is it possibly associated to the Gmail account parameters that prevent some to land in freshdesk feed in some cases ? That is a bit frustrating to answer to upset clients without being able to catch their answer in a first place. Second problem : Also, we have another concern where forwarded email do not make it either (exam

Has anyone had success adding the (4) CNAME records to Network Solutions so that the Freshdesk DKIM Verification check succeeds?  I am unable to verify despite using both the NS Account Manager New or Classic interface.  Below is an example for one record and where I am placing the values. Type = CNAMERefers to = Other Host [tritacSG.com]Host Name = algsq._domainkey.tritacSG.comAlias to = wl638460s1.domainkey.freshemail.ioTTL = 2 Hours Should I be making different selections or value placements to build the CNAME records correctly to pass verification? Thanks!  

I am worked in Portal customization.  i saved the page and publish . but go to the customer portal is not working. Always The customer portal shows default current theme. 

Hi Team,Everytime I login to the portal, or reload the page, I am greeted with the attached banner. The banner is regarding a change in permission of my user by another admin user. I have received this notification 20+ times in a day and is starting to get irritating. 

 Test connection failed. Details: You are not authorized to perform this action.Hi i get this error when trying to connect power automate to freshdesk for some automation Could you advise on resolution please 

Hello I would like to ask when someone is added as watcher he/she does not receive a notification from the system. Is there a way to add maybe a rule or other solution to be notified the assigned watcher (not with email)? Thank you

To have multiple ticket forms available for agent portal as well

This is an intermittent error linked to trying to create a new outbound email - I can’t replicate it but I get enough occasional reports from agents that I I do believe it is a legitimate issue My first guess is that these would be for contacts that do not yet exist in the contact DB and the call to create the record at time of email send is failing but as this is not reproducible I can’t really get FD support to look at failure logs or anything. Anyone else encountering this  Unlike the post here the DKIM and SPF for this outbound email account are fully verified and this only happens occasionally (maybe 1 email in 10,000) so I don’t think it is a system setting issue

My parent organisation’s IT team has updated its CNAME records as instructed, but my DKIM settings still cannot be verified. The email address we’d like to use is a subdomain of the parent organisation, for example:organisation = org.ac.ukdepartment = dept.org.ac.ukIf that’s the cause of the problem, could you please suggest a workaround or alternative advice?Thanks a lot, Alastair

Hello,We have a lot of customer that do not want to be bothered by emails when we create a ticket. Still, we need to keep track of the customer requesting the service / ticket.We would like to have a modifiable company field on ticket, but this is not possible apparently.A typical workflow on our side is:a customer calls sales to add something to their subscription the sales guy create a freshdesk ticket to manage additional delivery and so on the customer will follow up with the sales guy through phoneIn this workflow the ticket requester is our sales guy and we have no idea (except in the ticket description) for which this ticket is for, because there is no "Company" or "Customer" field we could manually set up.Any idea to improve this workflow ?thanks

Hi, does anyone know if you can reply from a ticket in freshdesk via freshchat? without having to actually go into freshchat and typing the message.  We will not be using email as a form of communication with our customers due to security concerns, everything will be done via our in-app chat and freshchat so email is a no go.  We will have back office teams who will be dealing more complex issues but they wont have access to send responses via freshchat.  I have received conflicting information from freshdesk support, Ive been told this is possible via an automation API and triggering a webhook but i have also been this isnt possible by another.  If anyone can offer any solutions or ideas that would be much appreciated, many thanks  

Title says it all. Is there any way to identify in an automation rule which widget the newly created ticket comes from and to react accordingly ?Thanks, David

Hello, I am James from Chicago. I'd want to change the default Freshdesk theme and add a background image to the search bar.How am I going to do that?

Hello,I am dealing with a problem right now related to the API functionality of Freshdesk. In our application it's possible to add a note to a ticket, this sends a HttpRequest through the API functionality Freshdesk offers.The problem is that whenever a regular user of the platform tries to add a note to a ticket, the request will be denied. (403 error). They are supposedly not allowed to do this, meanwhile customers are able to do this in the customer portal of Freshdesk.The problem above only occurs when adding the UserID as a parameter. If I omit that then the note will get added succesfully, altough there won't be a source of whom added the note. The issue also doesn't show up if the acting user adding the note is also an active agent inside Freshdesk.What can I do here to let customers add notes through the API?I don't think this shouldn't be allowed since customers are able to add notes to tickets through other sources, like e-mail or from the customer portal.For what it is worth

Hello,how are you?I would like be able to route Whatsapp tickets to different groups based on different numbers through automations.  Example I have 2 whatsapp numers in frshdesk support, I would like that every single ticket created in number 1111111111111 to be assigned to group #1 and every single ticket created in the number 222222222222222 to be assigned to group #2.  

HiHow do I set up a automated time trigger rule to close ticket that had no movement on them for >60 days.It seems any ticket that had no movement on them for longer than 30 days is not being considered for and of the timed automation rules.Note: I am aware of a app like bulk update light. I am looking for a fully automated solution that I can set up and leave to run.Thanks 

Hello, is the login credentials different for Freshworks Community and Freshdesk Support? When I’m logged into Freshdesk Support I’m not automatically logged into Freshworks Community, is that expected?

hey guys,  i wanna ask,are there any shortcut for me to choose a scenario like 1 2 3 without click on it and can i setup a quick reply for the customer in the scenario too?

Do you have any reports you can generate to track these Arcade points and badges?How do I see who has won each month or how many points are missing for certain missions?why not also consider Freshchat?

I’m wondering whether it is possible to report on a dependent field, inside a ticket type section.So at the moment, we have the default ticket field ‘Type’ with an ‘IT Support’ option. Selecting ‘IT Support’ displays the ‘System’ section, which contains a dependent field for all of our different systems, and then sub-categories of those systems, etc.Is it possible to create a widget which would display ticket volume for each of those systems, and then let us drill down into the subcategories etc.? Has anyone had any luck with this?

In workflow when a status is selected then in actions, a email generation to 3rd party is not available, Example, when status is escalation then action option to send an email out ( to service provider/ product vendor)   

Hi, We use Omniroute for ticket assignment, we have set a maximum ticket limit to 15, however, Agents can sit with less than this number for a short while. How long does it take to refresh / update so that when the Agent is below the maximum it will assign new tickets? Thanks