Using Freshdesk

I tried use Jquery as in topic of link   But the in the new portal Jquery is not work.When i send the document.querySelector the fields are hide but hide the options of fields its doesnt work. Help !!!!😨

Hello,Same problem as other tickets, unable to create a ticket : 403 Forbiddenhttps://support.freshdesk.com/support/discussions/topics/50000002794https://support.freshdesk.com/support/discussions/topics/50000002785Regards,-- Cyril Trümpler

Can someone tell me how to delete the initial contents of the forum?

Hi All, We have set up an automation like so to email customers who get in touch outside of business hours: But it is not sending. Is there anything else that needs to be done for these emails to be sent to the requester? Many thanks, SarahSeatPlan.com

We often deal with tickets where multiple contacts from the organization are included on the original email / ticket. During correspondence, it is not unusual for some of those who were originally cc’d on the ticket to respond to the thread.We use the “Agent Reply Template” to automatically fill in the {{ticket.requester.firstname}} which doesn’t always correspond to the person that we are replying to. The default “To” email remains locked to the original sender’s email address as well.Is there a way to use a placeholder for the contact / sender’s name instead of the requester name?For example, if john@customer.com emails a question and copies susan@customer.com. When an agent responds, the {{ticket.requester.firstname}} would correspond to John. Later, if Susan replies to the thread, and an agent responds to her latest email, {{ticket.requester.firstname}} would again correspond to John, not Susan. This added “friction” means either the response from the agent is oddly addressed or re

Hello there! I’ve been experiencing some issues concerning the Knowledge Base search bar. Some words we type in, although they’re part of article titles or bodies, they don’t bring those articles up in the search. This only happens in the customer portal. Is there any solution to this issue?  We also realized, that customers have to type exactly the word, in order to find the article. They have to type “permissions” instead of “permi”, not allowing to mistype or to type only half the word, this is just an idea, and imo would be a big improvement :)  Thank you in advance! Patrícia

Hi community,I am trying to delete a contact by using a wehbook automation in Freshdesk. When I know the ID of the contact, the webhook is working, example: /api/v2/contacts/123456, but I don’t know how to generalize for any contact ID. There is no contact ID on the placeholder list of Contactsand I have tried with /api/v2/contacts/{{id}} and /api/v2/contacts/[id]Neither of them delete the contact. What is the correct placeholder for the ID of the contact?Thank you

Hello,   Does anyone know how i can put a clock on tickets that have been set to pending.  I would like the ability to put a ticket on pending 9lets say cos a user has gone on holiday) but then set the time and date for when this ticket will come off pending and let the agent know.  i cannot see anything for this.  

Your documentation is not clear to add a button in the whatsapp template . Update the documentation . Feels very weird after subscribing for the paid version.

Hi,Currently there is a way for an automation that allows for Slack to push to a channel off of a breached SLA, however this is only possible in the legacy slack app.The legacy slack app only allows you to push to the first 200 channels it lists in the API, not necessarily the new channels that you add. So I would like this capability to exist in the newer slack app so I can actually access the new channels.

My specific need is to search for all the tickets that were closed on say, 1st June. - It would be really helpful to have this filter. Thank you.

Hi. Can’t seem to figure out a way to set tickets to automatically close after a period of time. What we’d like to actually do is the following. If we set a ticket to “Resolved”, we’d like the ticket to auto-close in 7 daysIs this possible? I am close with the workflow automator but I fall short with a timing function. Thoughts? 

Hey, Sorry if I am missing the obvious here but there has to be a way to embed the widgets (submission of tickets) onto a modern sharepoint site? Me and my team use sharepoints throughout our business and it would be really useful if we could embed the widgets so users can log tickets as they’re working in the environments.ThanksNick

We have a freshdesk account (free, not paid) and we have configured automation there. The rule is if a ticket is created from any of the domains, move them to this group and send an email to members of that group. But I have tested multiple times, and its not working. Even I dont see any rule that got activated when a ticket is received, from ticket activities tab. Can someone please help on this.?

Hello! Is there a way to modify the snippett {% snippet login_form %}  - or modify something else - in order to change where a customer is directed once they click the “login” button? Right now they are directed to https://ourdomain.freshdesk.com/support/home. We would like them to be directed to the Ticket dashboard instead, found at https://ourdomain.freshdesk.com/support/tickets.Thank you in advance! 

Please explain how this works.I cannot see a list of 15 articles when I click on 15 so please tell me how I can ope a complete list of tagged items by clicking on the corresponding numbers?

The little icon next to a note that used to allow an agent to change a note from public to private and vice versa no longer works.  If someone replies to the support ticket who was not originally sent or copied from freshdesk, then their reply is entered as a PULIC note that customers can see!  There is no way to change this note to private according to FD support. 

I want to use the mobile phone number {{ticket.requester.mobile}} as a placeholder in an WFA webhook call, but this seems not to be available, only {{ticket.requester.phone}}. Seems to be available in Freshdesk. Anyone here with any luck using requestors mobile number in a WFA or can confirm that this is not possible? 

Customer sends from a generic Mail which will be forwarded to the exact Email ID by the Agent when he starts working on the ticket. Now, requirement is to send reminder to that forwarded Email ID prior to closure of the ticket. Now, with the current automation, able to send reminder only to requestor but in this case the Email ID is the forwarded one. Possible?

We can not keep on educating all our customers….. A customer may open an old email send to Service Desk and click reply all and change the subject and contents for a new request, but due to this unique message id checking functionality, the new request is getting threaded to old ticket and many critical customer issues are getting missed. Please do have a Check at ticket creation time to see the subject first and then unique message Id. HUMBLE REQUEST as we lost many customers already! 

Hi All,We’re seeing strange spacing in our articles. Here’s an example of a previewHere is what it looks like when I edit it. It is set to normal, Helvetica Neue, and 16pt. How can I control all the white space around the unordered list? Ditto on a single blank line looks like two blank lines. Thanks,Todd

Hello I want to have a sort of button in my home page.when I create a new category, i have a new button, that link to the list of topic of the category. Can I creat a category with no topics, and just a link to anotehr website? Thanks

HiI have configured my company’s support email box to forward onto my Freshdesk support mailbox. This is working well.However, when we respond to a Ticket on Freshdesk it, by default, adds our company support mail address as a CC (copied) addressee. Is there a way to prevent this? We don’t want to, by default, CC ourselves on ticket responses.

We have a customer who has interacted with multiple channels on the same issue, thus there are many tickets for the one customer. I wanted to know if it is possible to just combine these into one ticket?

I have customized the product styles and frontend using page customization in sandbox. I need to know, If I sync sandbox to production, is that page customization changes will reflect production environment else do we need to copy and paste the code in production environment?