Using Freshdesk

I have captured the custom contact field salutationI would love to addressFemale contacts as: Dear Ms Smith Male contacts as: Dear Mr Jones Companies as: Dear customer Blank records as: Dear customerHow have you solved this? We have already tried:salutation under customer fields plus liquids (two different kinds if and case). The first 2 options always look good (in whatever order I have them), but not all 4. salutation under customer fields plus salutation under ticket fields plus email notification: this doesn’t work as the email notifications will always add the last name which I don’t want in the company and blank case.Running out of ideas…

Hi Team We just started using Fresh service ticketing system and wanted to ask a question. I made a master ticket and added 32 slave tickets to the master. I wanted to know if I enter a note and use resolve status code to close the ticket. Will all 32 users be sent an email notifying them that issue was resolved, and will the note be displayed?

Hello! :) Is there any difference between a ticket created by splitting against a ticket created by a customer by the portal? Our team is divided by skills, sometimes customers ask for help on a different topic, and we use the split ticket functionality to create a new ticket and transfer it to the correct area. We’re facing some conflicts with automations that are triggered on ticket creation because we weren’t able to find a way to prevent them of running on split tickets.

Filters are nice, but AND and OR would be betterWhen will Freshdesk have the Advanced search function?This is good but AND, OR and filters right at the beginning and not only after the search would be even better.https://support.freshdesk.com/en/support/solutions/articles/219702-how-search-in-freshdesk-works

I need to change the Contact on multiple tickets as all tickets are being transferred to another person at my customer.Can I do a bulk update so the Contact changes from ‘Bob’ to ‘Anne’ for all tickets?ThanksPaul

Dear Team,  Based on the use cases and specially having Freshdesk tool in the Healthcare or in major business there has to be provision to reduce the SLA according to their process.We have seen all this possibility in every applications like Salesforce, Zoho, Zendesk,Kapture and many other. Its really important for freshdesk team to take this issue on priority otherwise there might be dropping rate of clients like us or more…Hope to see more inputs and some measures to work on this. ThanksNisha 

Yesterday I received this error message “Email rejected due to an unexpected error. Please try again after sometime.” I tried again today and received the same error message.At this time, I received this error only for two different email addresses under the .de (Germany) domain. I can send email to theses adresses from a GMail account.Any explanation or solution to this issue. Thanks.

Just set up an auto reply for emails, but I Can’t find it for FB messages.Can I set a auto reply for FB messages when the customer sends a msg the first time?

Hello We use Google Login to access freshdesk.I can't find API key in my profile settings.What settings should I turn on to active the API key function?Thanks

We are moving from using the portal to using the API.  1 feature we want to retain is the ‘Related Articles’ block on the article solution detail pages.  This doesn’t seem possible ‘out of the box’ after a brief perusal of the API documentation here:https://developer.freshdesk.com/api/#solution_article_attributes How can I achieve my objective of pulling in ‘Related Articles” using the API? 

Apologies if this has already been answered, I searched the forum and was not able to find this scenario. We have setup automated Requester Email notifications for new tickets, and the notifications work perfectly if a new email is sent directly to our Freshdesk email (e.g. support@acme.freshdesk.com), but we do not receive the Requester email notifications if our email (support@acme.freshdesk.com) is a member of an email group.  We have a group email box (e.g. support@acme.com) that includes multiple people, including support@acme.freshdesk.com, and we are not receiving automated Requester notifications when our Freshdesk email is a member of the group.  Any ideas? Thank you!Steve 

For each time change (summer and winter time), certain workflows must be adjusted manually, since the time zones are hard-coded.Daylight saving time adjustment: +1 → +2Winter time adjustment: +2 → +1This creates quite some overhead, a risk of forgetting something and workflows that then no longer function correctly.

We’re a special needs school evaluating Freshdesk for use as an internal corporate help desk system.  We’d like to apply SLAs based on the category->subcategory and priority of the submitted ticket.For example: assume we have a ticket category and subcategory such as: “Facilities->Building Security” and a staff member submits a ticket for this category with an Urgent priority.  We need to be able to assign an SLA for this specific ticket type which likely has a very different response and resolution times than say, an “Urgent” priority ticket submitted with the category and subcategory  “IT->Internet Access Down”.Unfortunately, the SLA “Conditions” are very broad (Company, Group, Product, Source, Type, Contact Segment, Company Segment) and don’t allow creating an SLA based on ticket criteria.I’ve also looked creating a new “Ticket Creation” automation hoping I might be able to handle setting the SLA.  But while I can select the desired ticket Category, Subcategory, and Priorit

Hi team.I have a question, do you know if it is possible to reduce the minutes to 20, in this section of freshdesk.I share image.Thanks for your help and timeJcoria

 How can I add dropdown choices to Freshdesk ticketing dropdown fields using APIs? 

Hi there,we use Freshdesk in German and can see the messages in the window “What’s new in Freshdesk” in the upper right corner in German as well. But it seems that there was no update on the latest release notes since August 2021. When I switch the agent’s language to English I can see much more news, the latest one is of Oct. 18, 2022). Could you please update the German translations for such release messages as well or, if not possible, disable German release notes in the German language setup and show the English news instead? Thanks.

I’m sure nearly everyone using Next Response SLAs is dealing with Next Response being calculated and measured with it isn’t needed. Examples:Customer is just replying, “Thank you.” A customer cc:’s their IT ticket system, and agent replies trigger an automatic reply from that system to the ticket.  The customer is having an internal conversation with their own staff by using the ticket thread. There’s nothing for an agent to do or reply to.We haven’t figured out what to do with these other than make sure the agent objectives don’t require a 100% SLA adherence. The problem with that is agents and managers still have to look at those ticket even if just to say, “Oh, no reply needed.”How do you all handle this?

One of my customers wants to be included in any replies from Support if the ticket is logged by a different person in their organisation.Can their email address be automatically added to the Cc field?Another thread on this forum says it can be done with Dispatch’r but it seems this functionality is no longer available.Thanks for your help on this.

As shown in the screenshot below, I am using the Log Time window in Freshdesk to log the time I spend working on a support case. I make several log entries per day to many different cases. How do I see a summary of the total time I logged for a given day? To stay in compliance with my employment contract, I need to make sure that I am logging a certain number of hours per day (for example, 8 hours). I have heard that you may have a report that administrators can see but I am not an administrator. I am just a lowly support analyst. I should be able to see how many hours I logged in a day. How do I do that in Freshdesk? This is basic functionality that many other support case systems have. I am a new Freshdesk user, but I am not impressed so far.  

I have changed our agent reply template to the following:However, when replying to a ticket, the old agent reply template is added to the new one. Now our new signature is shown, and below it the old one is also shown even though the old one is not part of the template anymore (see below) 

Hello Everyone, We wanted to enforce all our agents to use 2FA for every login session. Since we are dealing with a very sensitive data, we do not want our agents opting out or disabling 2FA. As can be seen in the below screenshot, agents can "disable” 2FA for the next 30 days. Once they do that, They cannot Undo that. Admins will never know that agent "disabled 2FA for the next 30 days”. There is also no way for Admins to Undo or even restrict that (They have to Disable 2FA and Enable it again on more time). This is really important for us, and as I am sure many other users of Freshworks products. Any solution to that? What can we do?  

Hi,I’m using Freshdesk to send some step-by-step instructions to my customer for a support case. Unfortunately, I see to have found a bug with ordered lists. When I click the Ordered List button, Freshdesk adds item #1, which is expected. Next, I type my first instruction on item #1. The problem happens when I press the Enter key to start entering item #1. When I do that, Freshdesk adds item #2 (expected) but also adds item #3 at the same time (unexpected and a bug in my opinion). See screenshot for more details.I tried this in the latest versions of both Chrome and Edge, on Windows 10, and the behavior is the same in both.The only workaround I found is to manually enter my list, which is very inconvenient if I enter a long list of instructions and then have to remove one step in the middle because I have to manually renumber the items below that step.Am I doing something wrong, or is this a known bug in Freshdesk? I’m a new Freshdesk user but I’m not impressed so far. 

Background: So our HR team puts a csv on a fileshare with a list of users that have left our organisation. I have a powershell script that checks that share every hour and will only run if there’s a new file. The PowerShell Script handles all the offboarding of use but we’re still required to log the ticket manually on Freshservice.Unfortunately, my API knowledge is very limited and I have no idea how to even get started on this. I’ve had a look at the documentation but can’t see how to implement this into PowerShell.Ideally, this should all be done in PowerShell with no 3rd party programs.This is what I’ve done so far:Typed in the below on a command prompt in Windows   curl -v -u myapi:X -H "Content-Type: application/json" -X GET "https://mydomain.freshservice.com/api/v2/tickets/randomticketnumber"Grabbed the “ Authorization: Basic” value that came up in the output. I used this because for some reason, Postman doesn’t seem to work with the API key even if I set the value to X. Grabbed

Hi,We are missing these features in attachment document option in tickets Copy and paste/Drag and drop attached documents from one ticket to otherCopy and Paste/Drag and drop saved documents from downloaded folder to a ticketAttach documents section in bottom line, every time agents need to go all the way down to access the documents. If we can move the attachment section to top of the ticket then this will be convenient for agents