Using Freshdesk

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. Is there a way to avoir creating two tickets ? Or to merge them ? As a bonus, we sometimes get messages from customers not directly addressed to us but as CC. I would still want to get them but, as we are not directly involved, I would like to be able to tag them (either with a tag, or a spectial status). Can I detect this in the automation ?

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??

 In my support portal, in the forum tab, when you change the language (from Spanish to English) some elements such as forum types: questions, announcements, are not translated. I attach a photo 

Hi All,I’m fairly new to Freshdesk but have been building a instance for my current company. As part of my Help Portal, I’m attempting to build an all-encompassing form that has some field multi-selects with inputs. I’ve read several Freshdesk help articles and tested quite a bit however I’m not find a definitely answer to if the following is possible:I want to create a drop down field where if a customer selects Company A → They can input their specific domain (text input) versus if they select Company B→ No text input field shows. Is this possible with Ticket Fields? If so does anyone have relative documentation/instructions on how to achieve this?Thanks in advance,~Adam

Hello it’s possible activate pay per ticket?So client or operatore sent a link to pay. 

When we’re trying to open CRM portal v2011 with chrome or edge but aren’t seeing anything, we are seeing just an empty page. But we try to open with IE, portal is working, main page is opening.Also an extra information we installed update roll 6 last.What can we do for open to browser other than IE?

Hello!I am coming up empty on this one. We have an automation set up to send a response when a new ticket is created.We also have an automation set up to send a response when a customer responds to an existing ticket. If a customer responds to an existing ticket and that response is split onto a new ticket they get two auto responses. how to stop the auto response on a split ticket?

Hello, We, as many of you, are using a multilingual support portal. Our clients can submit their tickets on the support portal and we have been able to translate most of the content of how we wish to display the ticket fields to the clients in their own language. However regarding the field Status, which is a default field, we can translate the label Status, but the default list values “open, pending, resolved and cancelled” are not possible to translate. We have added our own custom values to the list, and for these we can translate. Below is what our language file looks like - as you see label and customer label (ie what is displayed to the customer) we can translate as well as choices 6 and 7, which are our own added values to the list. But the default “open, pending, resolved, closed” are not available for translation in the language file. status:        label: Status        customer_label: Status        choices:          choice_6: Waiting on Customer          choice_7: Waiting on

Hi,I cannot send any outbound emails. Have been seeing issues since last friday, this is major functionality that is not being resolved… I have tickets open, and they all say they are looping in team, What do I need to do? I set up DKIM, forwarding emails through freskdesk to my gmail, and it seems to work, then stop working.  I’m currently a trial user and it’s a bit troubling to see functionality like emails not working and wondering if I should look elsewhere for helpdesk. Thanks for any help on this.

We are hiding the custom fields in customer portal from the code.But the customer is changing the status from the customer portal. The fields are also hidden by our client with their own set of abstractions but we still end up facing this issue.Is there a particular solution to this query? If yes, do let me know of the same. 

Hi, My company is setting up Freshdesk and we’re currently on the free account. We set up our email to forward emails to the email address provided by Freshdesk. This works great. However, when we receive an email (new ticket) and I reply to it on my agent account they will receive my email fine. But if they reply to it again, I will never receive it in the ticket conversation: Customer sends email through helpdesk@abc.com I reply to the email (now ticket) on my agent account on Freshdesk Customer receives my reply and replies to the email again I never receive the reply of the customer in the ticketHow can I resolve this?

Hi,I’m trying to import a Google font adding an @import directive in the Css section of the user portal customization.The problem is that once I publish the new Css the @import url(‘https://fonts.googleapis.com/css2?family=etc’) becomes @import url('https://fonts.googleapis.com/css2?family=etc');In other words, apostrophes are encoded.Is there a solution to this problem?

What the heck is going on?For the last 7 to 10 days our support site (FreshDesk) is going nuts.Something keeps changing our theme in strange and bazaar ways.Unfortunately, I didn’t set our site up originally, so we didn’t have our mods to the pages. It was based on the Vertio theme which of course is down and can’t be downloaded.Every time I have the site almost perfect it changes. Worse is that what I see (Refreshing Cache) isn’t what others on my team see when they access our site.I’m getting really upset with this as I’ve got far too many hours in making changes to our theme that keeps changing.  When I say changing I mean things like CSS getting changed. Sections I’ve complete blanked out like HEADER (I moved the code to portal home) re-appear but are yet different then what we had almost like it’s from another site or theme! Definitely not from our site!Around 2am I had pretty much everything the way I wanted it except a homepage graphic and modification to breadcrumbs.I’ve been v

Hello everyone,I was customizing the Portal Layout header HTML page and made a grave mistake of not saving the default code. Can anyone post the default coding if you have it in the comments down below or if you have a link where it has all the default codes? You would be a lifesaver! Thank you!

I haven’t been able to find much information about the To-do’s you can add on Contacts.  (A certain amount about of info about those on Tickets is available.) Without going to each individual contact, how can I find out what incomplete To-do’s remain associated with Contacts?  Both “my own” and as an admin across all agents.Is there a sense in which they can be assigned to agents, or are they immutably associated with the agent who created them?

Hello, we are workin on our customer portal but the translations in german are horrible. Is there any way how i can customize it by myself?   And the other question:  I find some lists of free Themes here but when i click them i get redirectet to the root directory of you support site. Are there any free themes in 2022 which i can download?  greetings David

I have an domain eg: example.freshdesk.com, we have 10 agents now, each agents have different API key, can we just pick one of the agent API key for doing integration in our backend like calling create ticket API, does this work for just pick one of the agent API key for the entire domain in Freshdesk, instead of we need to capture all the agent API key one by one for this entire domain.

Hi Everyone, Mint compatible. It's a professional-looking and easy-to-use Freshdesk & Freshservice support portal. All devices and browsers accessible and looking beautiful theme which was customized according to the customer's goals.Theme Features Fully Responsive and Retina-readySprout, Blossom, Garden, Estate, Forest plansHomepage categories list & Inner pages categories list with Font Awesome iconsHomepage promoted articles lists with accordion/toggleIncluded Font Awesome iconIncludes additional componentsIncludes free installationCompatible with Freshdesk functions and featuresCompatible with all modern browsersCompatible with Freshdesk MintEasily customizable. You can make changes in the future or customize the template on your own. Universal design. The Lucida theme fits many industries and businesses without major customization. Mint compatible.Tell us about your needs and we'll create according to your look of The Lucida Theme or any other theme for your Freshdesk sup