Using Freshdesk

 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 

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.