Using Freshdesk

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?

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