Using Freshdesk

Suppose I want to create a KB article ahead of time, for a feature or tool that will be released in the coming weeks. Or I want to edit an existing article with the updates to an existing feature (phased release, for example).I know that it’s possible to save it as a draft and then manually publish it on the appropriate date, but is it possible to manually set the publish date on an article, so that the update is automatically published? Conversely, is it possible to pre-date the article create date or update date?

Is there a way to remove ticket fields from right from the ticket page without using an app?

What’s the syntax to add multiple tags to a ticket? I’m working in powershell and my script works as expected, I’m just not able to add multiple tags.These don’t work:$body.Add('tags','Onboard/Offboard',’onboarding’)$body.Add('tags',['Onboard/Offboard',’onboarding’])$body.Add('tags','["Onboard/Offboard","onboarding"]') Not sure how to do this.  

Hello guys, I’m new user on freshdesk. Actually, i Discover the system and i’m very happy to us, it’s a powerfull solutions for my company and my teams.  Unfortunately , i’have an issue when i close i tickets from my client i will explain this with a quick resume/exemple Step by step.   My client create a ticket I update the ticket with a message that i send Client update the ticket with his response  I close this ticket with my response and i click on the action ‘’ send and  set as close “  When i use this button, the customer receive two mails First mail contain my last response  Second Mail contain my last response and the statut close.  What’s the best practice to send one unique e-mail to the customer ?  I did few tests  with succes Use button ‘’close’’ + shift → One notification but the system don’t show the last comment-Disable costumer notification when a agent close the ticket  and create a  automations Rules  (when an agent close/resolve a ticket, send it a email with the sta

Is there a way to simply notifiy all agents, or a group on new ticket created?  Keeping individual agents updated on Admin/Agent Notification per type seems rather error prone. Thanks!

Is it possible to setup an email notification when KB Articles are going to expire in X number of days. I know that the author will get an email. However, if the author has left the company we would like to know that their article is going to expire. So if we could send a notification to an email address so that the author AND this email address would get an email when a KB article is going to expire that would be helpful.

View Demo → Moose Purple is a modern-looking and maintenance-friendly theme for the Freshdesk support portal. It features a wave pattern and minimalist design. The homepage offers a non-standard layout with custom blocks overlapping the hero unit. Theme Features Article formatting components. Make your articles more attractive and easier to read with Tabs, Accordions, Callouts, Tables, Lists, Videos, and other options. Responsive and Retina-ready. All our Freshdesk templates look great and work properly on all devices. 100% compatible with all Freshdesk features. The theme has been tested thoroughly to ensure that every Freshdesk function is fine-tuned and brings the highest level of performance to your customers. Customizable homepage. Change the hero image and mix layout elements like custom blocks, category views, and recent articles. Five color presets and customizable colors  Branding and CustomizationIf you want the Moose theme to look identical to your website, you can

Azure is a clutter-free support theme for companies of all sizes. The home page is focused on helping users to find information about your company quickly and easily.Preview: shopoinc.freshdesk.com

I am currently working on the creation of a custom app which has a feature to delete single tickets after a certain time, since ticket was created, and only for close tickets. I want somehow to include the following automation that I have in place into the custom app,Now I are facing the issue that in the API documentation we only can filter tickets based on creation date, but we don’t know when the ticket was created so we can not setup a date to start checking and comparing. We want to have something similar as the automation. Which API request should we use?

Hello everyone,   I’m currently working on a project in my company and I need to make the chatbot create a new ticket on the CRM with the information provided by the client during the conversation.   I understand there is an API which can help me to do this but the API I currently have it’s not working and I’m not sure It fully pleases our need.   To be more precise I need to the ticket gets created with the following information:   - Name   - Email   - Subject (this can be obtained from the chatbot’s flow)   - A handwritten message sent by the client.      *I think it’s important to consider that all this information it’s provided during the flow.    Following i’ll leave the API I’m currently using so if u can tell me if it’s ok or if I can get it better thinking of the needs I mentioned before, I’ll be very pleased: {"description": "Conversatio...","subject": " Ticket creado desde Ecomsurito por ${{node::25981974}} ","email": "${{node::25981975}}","priority": 2,"status": 1} I’d be tr

Hello,  I have a customer that want more than just agents be able to send in FAQ using the kbase e-mail. Is there a solution for that? I was hoping calibrators could do that as well but no. I was asked by the partner support to create a SR here on the forum. 

On my freshdesk page a user cannot submit a ticket because this message displays:We are sorry. You have been restricted from accessing this helpdesk page can sobody tell me what to do? the url is: https://legalia.freshdesk.com/support/home thx

I have created automatic responses that get  triggered under certain conditions.I was expecting to see them directly on Freshdesk, on the ticket that triggered the automation.However, the response is never visible on Freshdesk. Only on the requester email inbox.This way  I have no way to know which ticket has been responded with an automatic reply and which isn’t.Any way to fix  this?

Can anyone help me with CSS or HTML that will help me change the color of my search box located at the left sidebar. Please check at Leopards tracking website.

Hi all,I am facing a challenge, for which I did not find a solution yet. The situation is as follows:We automatically send out an e-mail with a pdf from our internal system to a customer (no bulk e-mails). If a customer wished to react, I would like to have a link in our e-mail, that redirects to a partly-prefilled ticket creator where the customer must fill in certain fields and add attachments. Finally, I would like to view my automatic system e-mail linked to the customer reply, since I need the pdf on answering the ticket. I have thought of many solutions, but haven't found one that might actually work. Who can help me with a solution?Thanks!

Moose is a high-tech and professional-looking Freshdesk support center theme. It features a light wavy design and easy navigation. Moose is 100% compatible with all Freshdesk functions, and it will give your customers a user-friendly, engaging experience.This Freshdesk support center theme has several layout variants and color options. Additional formatting components and Font Awesome make Moose very easy on the eyes. The theme will fit those sites that want to attract traffic through the Freshdesk support center. Like all our templates, Moose looks perfect on all devices because it is responsive and Retina ready.Additionally, our Freshdesk support center themes allow you to use your corporate colors and other elements to leave a professional impression on your users. You can either order Branding service from us or make changes on your own as our themes have advanced tools to let you make changes even without coding.Freshdesk support center templates from Breezy Themes:100% compatible

I cannot select all companies or contacts and to bulk action anything else but delete those.I can use only 4 filters for contacts which is not enough. The only filter that is there available for companies is Created nothinG else this also needs improving.I cannot bulk email contacts the only option really that is there is to select all contacts or companies and to delete nothing else.Also there is not flexibility in terms of what fields are visible or not on the contacts/contacts main segment view. 

Hi,I have created multiple forms in the portal based and with FreshDesk default functionality these forms are available as drop-down in the portal.So my question is, instead of form drop-down can I have these form represented in any other visual representations (example each form as Buttons or Labels instead of Drop-Down Option) ?Please adviceThanks, 

Is there a way to link the Timelogs in Fresh Desk with the timelog in JIRA ?

Looking for a way that I can make certain tickets private where only VP level or above could see them.  Agents would not be allowed to view 

Hi there, I keep getting weird space lines when that only shows up after I copy and paste but the break does not happen where I paste, sometimes a few words over. I can tell it will happen when I paste it creates a weird gap and although I fix it by manually typing out the pasted word/sentence on the correct line, once I hit send it creates extra lines. Any idea how to fix this? 

I submitted a ticket 8 days ago and haven’t heard anything since, even after I responded again to the ticket. Is this a normal response time from support?

Hi there, we have a problem with solving tickets. When we answer a ticket and solve the problem, we give it the status “solved”. But now the customer answers to that ticket again with a new question and it wont pop up again as a new ticket, so we dont see the ticket and the customer gets no reply. What do we do wrong? Thank you in advance. Best,Sascha

Hi everyone, I am trying to see if there is an efficient way to get a contact from freshdesk as well as the companies names they are associated with instead of the ID’s below. We are using this in an external system and we are tring to avoid multiple API calls if possible. Our contacts can be associated with multiple companies   thanks

Hi all.I face with an problem implementing a custom theme for our portal home page.we try to display a list of categories. each item need to link the category page with a list of articles.out template look like this:{% for category in portal.solution_categories %} {% if category.folders_count > 0 %} <div class="item"> <a href="{{category.url}}"> <img src="example.png" alt="{{category.name}}" /> <p>{{category.name}}</p> </a> </div> {% endif %}{% endfor %}the the problem is with the URL generated from category.url.the generated URL is incorect and point to not existing page which lead to redirect back to home page.generated URL example: /support/solutions/72000072176the original templete generate rigth URL: /support/solutions/folders/72000105646original template example:{{ category.name | link_to: category.url }} (which