Using Freshdesk

HIhaving issues with merging and what client can see verse internal agents can see on the ticket.Sometimes we get a response to an existing ticket but freshdesk creates a new ticket. I thought merging would be an easy way to fix that - but seems I am wrong.It seems the ticket that was merged is no longer visible to the customer (its only marked as closed as far as customer can see in their portal – not even that it was merged)But further the customer loses any visibility on that response that was in the ticket I merged into (as they can not see the merged ticket data it in the destination ticket as the system added it as a private note). Of course the agent can see it but its totally missing from the client view.I spoke to support and their feedback was However, the order of conversations is added in a chronological order and would appear the same way for the customer.My issue is it doesn’t, as that merged information is unavailable for the customer to see (in the destination ticket), 

Hello Guys, You can see our new theme "Hexron" on our website. Hexon is a powerful, multipurpose and modern Freshdesk and Freshservice theme with pixel perfect design, outstanding features, fully responsive and mobile-friendly. It is a very flexible and well suited for recipe, fashion, travel, technology, personal or any other awesome businesses. Hexron theme features: Fully responsive theme Inner pages categories list in the sidebar Included "Font Awesome" and "Linearicons" icons Fully compatible with Freshdesk Mint and Freshservice Modern browsers compatible Fully customizable and clean code We provide below FREE services in this theme: Theme Installation Included Theme Shortcodes included (Articles Formatting Components) Brand colors, images and icons as per your needs(No need to pay extra for branding) 60 days technical support in our themes You can see the Hexron Theme live demo templates HERE. You can see the theme details here - https://ariesthemes.com/downloads/freshdesk

We are looking for a new request ticket platform and love Freshdesk but the inability to create more dynamic ticket fields is a deal breaker for us. I want to make sure I’m not missing anything.I want the user to choose a Request type - Marketing, Systems, or People. This I can accomplish by adding a section to the Type Field. (This seems to Max out at 3 which may be an issue in the future). Once they Choose Marketing Then they would choose a request category (ie, Graphic design, Signage needed, social media post). Then based on the request category it would display a bunch of ending questions to get the details for that request. So if they choose Signage Needed then it would ask due date, dimensions, photo of the location, material etc. I am not finding a way to get past just that 2nd level of logic so before I scrap the idea of using Freshdesk I just want to make sure I’m not missing something and this is possible.Thanks in advance for any input!

In the FreshDesk automations for ticket update you can set triggers based on many fields being changed. Some of the fields eligible to be used in the trigger include custom fields but not all custom fields are included, what determines if a custom field can be used in the ticket update automation rules?In this case ‘Order’ is a text based non-conditional fieldit is available for use in the automation rules for ticket creation  But it does not appear in the list of trigger events 

We need some help to understand the functionality of OAuth working. how we can get client_id and client_secret  from app after registration? and what is authorize_url and token_url working flow for Authentication?

We have noticed that we stopped receiving agent email notifications on any (private or public) notes added to tickets. Researching our email account, we have found the last sent message out of the email account was in May of last year (Subject “Note Added” corresponding to the email template for notifications)We have a ticket open with Freshdesk support but all we keep hearing is that they have cleared the “block” and “nothing is showing in the logs”. Sorry, but it seems to me that this function seems to be broken as part of one of the updates or upgrades pushed as part of the software and no one from Fresh wants to research in depth of take responsibility for.We have found this to be very productive for agent use and communication and would like to see this fixed or resolved.Has anyone else seen this behavior within their Freshdesk instance? 

I am trying to change background-color from search results list, but not able to identify which entry on CSS needs to be changed.Any help is much appreciated.  

The v1 api returns data without issue but after authenticating the v2 API returns a 404.  I’ve attempted this through postman and the CURL example. Any help is appreciated.

Hello, My question is pretty simple. All I want to do is add new / required fields to Customer records, the same way that FD allows you to add custom fields to Tickets. We run a helpdesk for customers using financial analysis software, and we need a field for their Accounting Software for each Customer or each Company. Is there a way to do this within Freshdesk or does this comprise a feature request? thanksjackyjoy

Hello, We are using the Freshdesk Support desk for quite some time and today we noticed that we aren’t receiving the New Ticket created email notification.It was working until today, I checked the settings, it is turned on and agents are added.We’re getting the Requester replyed to ticket notification and can reply to tickets normal.Is there something we can check, how do we correct this? Thank You!

Hi everyone, we noticed that the refresh arrow icon is not appearing on every ticket that was being updated. Is there any changes made or was this feature no longer working? 

Hello Community :) Everytime when I want to request a Ticket on my Freshdesk Page, I get Redirected to a page.That page says “We are sorry. You have been restricted from accessing this helpdesk page.”I dont know why its not working, can anyone help me? Cheers 

We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.Please please disable this or give us the option to enable/disable this!

Hello, I forward my emails from my gmail to Freshdesk and today Freshdesk can detect the previous sender and link it to the correct contact and it’s great.My issue is that often, the sender is our salesman who forwards a customer email to us. The contact is then the salesman and I have to manually edit it to set the customer as contact. Is there a way to automatically send the previous sender as contact, maybe by selecting the list of salesmen contact ?

Hi,Is it possible to have confidential Articles not visible to all contacts?Thanks for any response!

Hello!  I am attempting to run an automation and it is not working the way I need it to!! Here is what I’m trying to do  And all things work – EXCEPT the ticket doesn’t close – it stays in open status.I need the tag “BATCH COMPLETE” tag to be added, then the ticket closed. This automation triggers off of a public note that is added by an agent from a batch emailing – we are trying to automatically close these tickets once the batch emailing has been completed. Can you assist??

(node:1884) UnhandledPromiseRejectionWarning: TypeError: configuration.fastestFunction is not a function    at sendMessage (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-rpc\lib\index.js:134:29)    at createClient (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-rpc\lib\index.js:173:27)    at Object.<anonymous> (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-request\lib\index.js:16:14)    at Module._compile (internal/modules/cjs/loader.js:999:30)    at Object.Module._extensions..js (internal/modules/cjs/loader.js:1027:10)    at Module.load (internal/modules/cjs/loader.js:863:32)    at Function.Module._load (internal/modules/cjs/loader.js:708:14)    at Module.require (internal/modules/cjs/loader.js:887:19)    at require (internal/modules/cjs/helpers.js:74:18)    at Object.<anonymous> (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\lib\validations\manifest-dependency.js:4:21)    at Module._compile (

Hi, first time here asking :)Is it possible to set an expiration date for knowledge base articles?I want to make sure that articles are kept up to date, and some articles must be updated more often than others. Preferably, I’d get an email notification about upcoming expiring articles, so that I don’t have to actively look for them in my list.Thanks!

Our customers keep getting this error message over the last few days. How can we fix this? This happen for this particular customer right when they hit submit as they were attempting to submit a new ticket. https://virtualtas.freshdesk.com/  

Hello,when i open the portal preview and then i update the portal settings like background color and then i reload the preview page the changes will not take effects. I have to always close the page and click on the preview again to see the new changes.This is very frustrating when you develop the portal and can't see the immediate changes.Is possible for devs to fix it? Thank you

Hello,i want to ask if there is any possibility to customize snippet "search_form" ?We would like to autosuggest also categories and folders not only Articles.Even your API doesn't provide searching for Folders and Categories names.Thank you

Hi allIs there a way to notify the whole assigned Group when a Requestor Responds on a Ticket?I know that if a Ticket has a assigned Agent, there is a standard notification available to enable to send the agent a notification.I want to send the whole Group a notification on Replies.Many thanks,Paul

Hi, can I ask a question about email notification functionality. Is it possible to add multiple specific emails to be notified when a specific issue is tagged or filtered? So for example...All queries tagged 'England' upon submission should automatically be sent to 'england@freshdesk.com and england32?@freshdesk.com.

 Need to know the possibility to send all outbound emails (automated as well as agent replies) with one of the email Id in BCC. This email Id could be different from the “From“ email Id with which the replies are sent. Need to selectively apply for tickets which satisfy a set of criteria like if product = xyz OR Issue category=abc etc. Possible?