Using Freshdesk

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

Hi All,Hope y’all doing good!I’m facing an issue regarding routing automation custom app in which the call should get connected to the respective routing action depending on the response sent by the app.Application is sending different responses based on the caller. I noticed the call is getting connected to the appropriate call queue  in which i have set the response as “Geekfactory” But, When application sends the response as “invalid” in the routing flow which routes the call to the global agents queue but instead of routing the call to the global queue the routing flow breaks and the call gets disconnected instantly.Attaching the screenshot below,   

Hello,I use an automation script in freshdesk to publish some tickets info to a web service.Everything works fine {{ticket.id}}, {{ticket.subject}}… are transfered via JSON webhook like this : But, now, I try to transfert {{ticket.public_url}} variable to this webhook but this info is not in the choice list.Maybe I can use “advanced” JSON but I don’t know how is the synthax to put these variables into “even/freshdesk_webhook” part of the JSON structure…I think the best way is that Freshdesk development team adds this item in the choice list :Could you please help me ?  

How can my team click the Send button and have the button select the “Send and set as Resolved” automatically, instead of performing two clicks for every single ticket we send a response to?We set as resolve 90% of the time… 

Hello,At the moment the Reply is Sent rule will trigger whenever a response is created on a thread, even if that response came from a CC email and not the original requester.This is very confusing as the system will trigger “customer responded” on the ticket, even though it was actually the CC’d contact that responded.Has anyone figured out a way to have Freshdesk differentiate between these two?

We need to do a redesign of the portal, we have bought 2 themes but we are lacking the necesary skills to make it work properly. We have a clear idea in out mind, we have the CSS file already done according to the brand guidelines but we need to make it work.

Hello!I've been searching the community but I haven't found much information about it or users with the same thing happening to them.Our customers usually respond to a ticket with confirmation of whether or not their reported problems has been solved and, in addition, they ask about other matters. As you can imagine, we manage new questions in different tickets, so we must split the ticket based on the last response from the customer.The problem is that when splitting the ticket, the customer's last response is copied to the new ticket and removed from the original. In this situation, we must copy the customer's response from the new ticket and add it as a note in the original ticket, causing a significant loss of time every week. It is important to keep the response in the original ticket because it usually contains relevant information for us.My question is, is there any way to fix this automatically? If someone is in the same situation, do you follow a more optimal workflow than the

Hello, I’m new to rest api calls, when I run this command I’m not getting any output:curl -u myapikeyhere:X -H "Content-Type: application/json" -X GET -O 'https://mydomainhere.freshdesk.com/api/v2/tickets' Substituting in the API key from my account and my company’s domain, the result is coming back as blank. If I add a -v onto the command I can see that it’s returning with a Status of 200 OK, which is what I’m expecting to see. However, I’m also expecting to see a list of tickets or some other information like is suggested in the API Reference document. For reference, I’m running this command in a BASH terminal, I don’t think this should make a difference but I thought it’s worth noting. Any help is appreciated.

We had an issue that a Contact was flagged as SPAM. It took way to long to go through 2800 records looking for the contacts emails and marking them as not spam. It would have been much easier to be able to sort my contact so it would have grouped all of them together and reduced missing some of them.  

Is it possible to add dropdown choices in freshdesk ticketing dropdown fields via api?

I have it set that the subject is not required for the agent or the customer, yet the system insiststs that the agent enter a subject.  How do I make this stop?   

Hello,we just set up the system and testing it….at first the testusers were able to register and log in via mail & password….Now the Customerportal LogIn is asking for a API-Token?How can i change it back to the mail & password login?Plan: FreeThanks an BR  

In the Canned Responses, it would be great to have a field where we can insert a description or instructions to our team about when and how to use the response like the picture below. This part is not sent to customers, but only viewable by support staff to get additional context/direction on a specific canned response 

Hi,I'm trying to setup an automation rule so that when a customer replies to a closed ticket that’s got a specific tag (the ticket gets the specific tag when 7 days have passed since it was closed), that instead of reopening that same ticket, the last public comment is used to create a new ticket via a webhook.However, I have a automation rule that ranks third in the ticket updates order stating that “When an action performed by Requester When Reply is Sent If Status is not Open AND If Status is not Need to check Set Status as Open” (we would like to keep this rule for tickets that have been closed prior to the 7 days mark).I don’t have coding background but nevertheless I took the challenge head on. I am not sure why the thrid rule gets executed first when the first rule is the webhook one as per my screengrab.  

Dear all,we have various portals within Freshdesk, which we use for internal users i.e. as knowledge base. In order to have a smooth login process, i’d like to add SSO for those portals. The admin configuration has been done and works. If i go the the agents login i see SSO as a button and this works fine.Now i want to have the same button for my portals, but don’t find any code, which can be used. I’m not a developer, but if i could get the code do create the button and then call the SSO, i believe i can get around with it.Anyone, who could help me here and send me the necessary code?Thanks a lot in advance,Udo