Using Freshdesk

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

Hello everyone! Is there a way to automatically assign the requestor of a ticket based on the currently logged in user? Our Freshdesk system is for internal use only so all requestors have a login to the portal.  Can we pre-populate the requestor field with the logged in user name?Thanks!Mike

Hi everyone.Hope you are doing well. Right now im bulding and end user app and I would like to know if its possible to hide this fields in new submit ticket in user portal:   and show that fields in the user portal ticket:  Is that possible?I would like to know too if its possible to print information in those field that are only visible in ticket details:   

Hi, I am newbie with freshworks, and I am trying to use the help widget, I have an embedded code for the widget, but it always get an error and when I check the call it made to he API, the response is always "widget_id_not given". Has this happened to anyone or can you help me? 

Hi Freshdesk Team, How to do ticket escalation with the conditions below.For use case needs there are 3 levels of escalation as an ongoing example:L1 -> Customer Service Agent in Email channel L2 -> Escalation Team specialized in Technical Operations. L3 -> Product & engineer teamIf L1 (Agent) has already create a Child ticket for escalation to L2 (Technical Operations) and then L2 wants to follow up the ticket to L3 (Product or Engineer)? and how will SLA escalation from L2 to L3 continue?   Regards & Thanks Dery

Hi everyone Hope you are doing well. I need your help for this issue: I need to connect to an API, this API is private and you can connect with the API using the authorize domain wich I provide to the owner of the API ( in this case the authorized domain is my instances of Freshdesk Omnichannel ). Now my question is: To connect with this private API i need to put the url domain of the API and the url of my instances in the whitelist domain to indicate that the request will be from my instance. Is that right ?Once again thank you so much for your help.Regards

Hello, I would like to edit the default theme of Freshdesk and want to add a background image on the search bar? How can I do that?

Hi -I’m doing a query to find all tickets that have NOT been updated for several days.Per the V2 API documentation, I’m using the following query (replacing domain with ours, and encoding the URI - but I’m showing the unencoded version here for clarity):https://<domain>.freshdesk.com/api/v2/search/tickets?query="(status:2 OR status:3 OR status:6 OR status:7 OR status:9 OR status:17 OR status:18 OR status:20 OR status:22 OR status:23) AND (updated_at:<'2021-12-01')"The encoded version is:https://<domain>.freshdesk.com/api/v2/search/tickets?query=%22%28status:2%20OR%20status:3%20OR%20status:6%20OR%20status:7%20OR%20status:9%20OR%20status:17%20OR%20status:18%20OR%20status:20%20OR%20status:22%20OR%20status:23%29%20AND%20(updated_at:<%272021-12-01%27)%22&page=However, in the results I’m getting tickets that have been updated on 12/2, 12/3 and 12/4 so it does not s

We are using the Freshdesk as our support portal and have some queries regarding the filters available from the customer end.Our customers have requested that they should be able to filter out the tickets according to ‘Feature requests’ and ‘Support cases’ on their end.We have reviewed the configuration and were planning to add a ‘feature request’ type field in the ticket details. The type field will be displayed to the customers while creating a new ticket and they would be able to select whether the ticket is a feature request or a support case.No filter available at the customer's end to filter out these ‘feature request’ tickets separately when they view all their tickets.Could you please confirm if there is any other better way to achieve this requirement? Can you consider this a enhancement request to add type filter on support portal?

Hello @all,i would need some help with an automation rule that forwards the last public comment (or reply) with real attachments, if any, from a child ticket to a parent ticket.I got it to work but what i have problems with are the attachments. If i use {{ticket.last_public_comment}} as a placeholder i get the last comment and links to the attachments if there were any. If i add {{ticket.attachments}} nothing changes. This placeholder seems to do nothing.Isn´t there a way that i get real attachments forwarded? Is there another placeholder that i don´t know of? This is  what i have so far: Thanks for your help! 

Hello,We have two different Freshdesk instances.One of them doesn't return the "Link" header on https://instancename.freshdesk.com/api/v2/contacts?per_page=100, so we can't get next pages from API.I've read the documentation here and here and can't find any solution.Can anyone help me, please?

Hi, I have a setup where multiple agents are all using the same project email address. Still, we do want to make a distinction between the agents and assign tickets to specific agents. However, it seems that every agent needs to have a separate email address inside Freshdesk. Is there a way to solve this and use the same email address for multiple agents?thank you,Roger Leenders

Hello,We are subscribing Freshdesk through an official reseller. We have no access to the API Key page.Our reseller provided us a key associated with a user, but we cannot perform any operation with the key if the user is not connected.Having used Freshdesk before, directly subscribing to Freshdesk, any user API key could be used even if the user is not logged in Freshdesk.Is this correct ? Is it an expected behavior of a user key generated by a Freshdesk reseller ?thanksMarc

Hello to all, In our company, we have several teams who can answer customer issues. Today, only my team uses Freshdesk but we want to have 2 other teams to come too.For this I added the two other email addresses in Freshdesk to start getting ready, so that I have :support@our_mail conseil@our_mail coprolib@our_mail My issue is that when a customer send an email to several of these addresses, it creates 2 tickets instead of one even if one was the direct recipient and the other only a CC. 

In big need of help with an idea on how to add, as a note, a new ticket, if that thicket has an existing one’s number in it’s subject, or body.Ex: I have an ongoing issue, in discussion with a customer and his ticket number is 12345. He sends a new message in which he mentions “ticket 12345” in the subject or body of the message, but that only creates a new ticket which i need to merge with the old one… It’s tiresome and wastes a lot of time...Can this new message be added as a note to my existing ticket?Could these notes be made out to different agents? Maybe set some automation rules?I can’t find anything on this subject, so I’m really looking forward to some help on this issue.Thank you!

Hey guys, Can I create articles directly under Categories, so the user won’t be able to click the Folder? In our case this would be an unnecessary step to get to the article directly. Can I either: Make the Folder not clickable Place Articles directly into the Category (without creating a folder)Thanks in advance!

Unable to post File/Attachment from Salesforce to  FreshdeskI want to push file from salesforce to Freshdesk. Im getting below error- 400 response  {"description":"Validation failed","errors":[{"field":"attachments","message":"It should contain elements of type valid file format only","code":"datatype_mismatch"}]}

I have several portals and I need to know who has registered for each portal. It does not matter if they have or have not made ticketsI need some good practices, tips, strategies to achieve this.Has anyone been through this??