Using Freshdesk

HelloI’m testing Freshdesk and wondering some things. Here are 2 questions:How can I open tickets to tabs in the freshdesk, like in zendesk?When I’m making ticket in freshdesk it says the source is phone, how can I change or remove that? 

Issue: Tickets where customers reply via email are not being converted/added to the existing ticket thread and do no show up anywhere else. We are able to see the initial customer reply but subsequent conversations do not appear.Suspicion: Something is likely wrong with our email routing but this issue only really started becoming worse recently.

Hey Community,I’m really struggling to find a solution to this seemingly normal type of action. I need a way to bulk change the company field on a handful of tickets. Help? Please?

Hi Everyone!I am new to the community but not in the business. I am running a big firm which is providing software services to the clients all over the world. Sorry, I can’t disclose the company name. The issue is that my customer used to get engaged with the customer via the internet calling system. As we are focused on across the world people, we have to switch VPNs to the targeted country so that we bear the least cost of calling. (Sorry, if you don’t understand that)Anyhow, the problem begins when there is a lot of burden and my employees are unable to switch the VPN to the calling country. Yes! they can do so, but when there is a lot of calls, we missed many in a day in rushy conditions.i dont want to increase more individual cost to divide the customers actually. Tell me the way out so that the VPN switched to the relevant country automatically.Thanks

If yes please let me know the steps 

I try verify email of support but show denied and try contact a support freshdesk. also i cant respond tickets. how can fix it?, help please

I want to be able to move any new tickets with the word ‘claim’ to another queue, but because many email signatures/footers have ‘disclaimer’ in it, its moving all those tickets to the queue.  Is there a way to include claim but not disclaimer?

I hope you are having a great time, I have a question, I want to use STRAPI as a CMS and AIRTABLE as a CRM, but I would like to know if I can consume the AIRTABLE API from STRAPI? or what could be done?

Dear Community, We are planning to implement a support tool like Freshdesk. We need such extension where we can register the support contract and its recurring period for invoicing. When contract is expiring we want to warn automatically our customer about the expiration.I found some extensions in Freshdesk Support Desk but not like this. Could anybody help me if there is such extension or feature in any Freshworks product? Thank you for any help in advance,Gabor.

Hey guys Not new to freshdesk but new to this “look” of freshdesk. I am currently considering resubscribing however I have hit of a bit of a snag, Here is what I am looking to accomplish. Customer chooses from a certain dropdown option, that would then populate more fields / change the options entirely to either choose or type information into From what im seeing it isnt very straight forward either that or my ability to comprehend dynamic tickets is sub par haha Thanks in advance guys

Hello!Are there plans to upgrade the Apache version on Freshdesk instances to the latest version? There are outstanding CVEs on the current version that is being reported from our instance of Freshdesk (which is version 2.4.29). Best,Vlad 

Sometimes our agents need to create a support ticket for someone else on their team to resolve. For example, the agent's printer broke so he creates a ticket by emailing at support@ourdomain.freshdesk.com. The ticket is properly assigned to another agent who replies with a pending solution.The dilemma is - whenever the agent that created the ticket replies to the other agent's response, the reply goes back to him when it should go to the agent who replied.Is there a solution for this dilemma?

Hi,I got an error “Check the rule configuration” when trying to edit “start_date” and “due_date” in an automation rule that already exists and has been edited hundreds of times.It started on 8th April, 2022.Prior to that, I have been editing the rule every morning and I’ve never got this error.Can anyone tell what is going on?

Good Day We have integrated our WhatsApp with Freshdesk, we plan to integrate 4 more numbers to allow my team to support clients. The challenge with this new integration is that we cannot setup automation rules to assign the chats from a specific number to a group in Freshdesk, all messages come through and remine unassigned, this is frustrating, since most of the tickets will be missed.  Is there no way we can setup the automation like we do when we add an email in Freshdesk?

Hi, I’m new to freshworks. I’m unable to verify my company. How to fix it? can anybody help?

Hi,Is is possible to search tickets by the name of the agent that created them ?Please helpDavid

Hi, I would like to know if there is any way to trigger open the create child ticket form in Freshdesk.  

hey there guys -i’m a total FreskDesk noob - and i’m an intermediate CSS’er.I’ve changed up the header buttons to match a mock up that we’ve done, BUT it’s made other buttons go bad.Please see the screenshot and let me know if any of you have ever experienced this, and if so, how did you resolve it? Any insight and direction would be super helpful!!A bit of a time crunch on this one. it’s impacting the usability throughout the site.  

we have a customer facing portal, going to use Freshdesk Solutions to create articles for FAQ in Japanese. The main problem is “search”: Searching simple Japanese Texts DOES NOT work. It doesn't matter if they are separated by space or any character or if they are in one line. it does not work. I even put them as a Keyword in each line, it did not work. the same works for English texts.see belowscreenshot of article , note the two English and Japanese words added as Keywords: if I search for English text (works as expected ) if I search for a Japanese Text ( doesn't work while clearly separated in one line ):The only suggestion from Freshdesk support is to put the text we are searching between quotation. It works, but It simply does not solve the problem as it is a customer facing, we can not enforce users to do this all the time.  Please note, the same applies if user search for anything, even full article name. we need a solution to let users simply search japanese texts without a ne

Hello, A while ago, we noticed that a Freshdesk account was automatically created for an external supplier that had been CC'd in a ticket by a customer. The account creation was triggered by his e-mail response. After reading stop account auto creation and reaching out to Freshdesk support, I have concluded that this is expected behavior by design.However, I'm wondering, is automatically storing personal data (name and e-mail) for a customer's external supplier GDPR compliant?If I look at the legal text found in the EU journal, chapter II, article 5, six possible grounds for lawfully processing personal data are listed, of which at least one should apply. To summarise: The subject has given consent Processing is necessary for performing a contract Processing is necessary to comply with legal obligations Processing is necessary to protect vital interests Processing is necessary to carry out a task in public interest Processing is necessary for the legitimite interest of the controller o

Hello,I am building a full integration of Freshdesk into a custom CRM I have built. I have managed to integrate various APIs but I am struggling with the “Reply as Customer” part.Here is my code:$body = $_POST['description']; $requester_id = intval($_POST['requester_id']); $post = json_encode(array( 'body' => $body, 'user_id' => $requester_id )); $api_key = getenv("FRESHDESK_API"); $password = "x"; $yourdomain = getenv("FRESHDESK_DOMAIN"); $url = "https://".$yourdomain.".freshdesk.com/api/v2/tickets/".$id."/notes"; $ch = curl_init($url); $header[] = "Content-type: application/json"; curl_setopt($ch, CURLOPT_HTTPHEADER, $header); curl_setopt($ch, CURLOPT_HEADER, false); curl_setopt($ch, CURLOPT_USERPWD, "$api_key:$password"); curl_setopt($ch, CURLOPT_RETURNTRANSFER, true); curl_setopt($ch, CURLOPT_POSTFIELDS, $post); $response = curl_exec($ch); $decode = json_decode($response); print_r($response); curl_clo

Hi All - Is there any way we can get Realtime status of tickets in Excel without the need of using Export option in FreshDesk? 

Hi, I have this odd scenario where one of our customer service agents consistently favors addressing newer tickets over older ones, and I’ve been racking my brain over how to force him to resolve older tickets first.This person is the son of the CEO, who I cannot get to care about this. Countless attempts to change this behavior have proven fruitless, so I’m looking for a way within Freshdesk that would force this outright.Is there any way to set up automation, or something else, that would make it impossible to resolve a newer ticket until an older ticket, or one with higher priority, has been resolved first? Am at my wit’s end. Thank you

Is there a maximum Field Length for Subject?

Priority fields are something we use to help automate the rest of our processes. Email alerts, escalation procedures and things of the nature. However if a customer can edit the priority field after the ticket has been created because they get impatient it can cause some serious issues down the line. An easy fix would be a check box in the ticket field editor under the customer options that simply reads as  “customer can edit upon creation only” this would allow customers to set priority when the issue is created, but not edit the field after the ticket is created.