Using Freshdesk

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 ):

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

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);

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

Error we are sorry. You have been restricted from accessing this heldesk pageI see a lot of people having this issue.

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. 

Hi there, I'm trying to figure out if it's possible to synchronize company and contact info with an external system. We have company and contact info in our main application, and it's partly redundant in FD. I understand why this is, but it would be really nice if a webhook could be triggered from FD to signal our application that relevant info has changed so we can keep the two in sync. I'm familiar with API development and pushing changes to FD from our application. But I'm not seeing straightforward info about webhook capabilities. I looked under Scenario Automations, but that didn't have what I was looking for. Then I wondered if webhooks are offered only at a higher service plan than ours. Any insight much appreciated!

Is there any best practices that Freshdesk could handle internal incidents for ISO 9001 and 27001? 

Hello, I don’t understand why the field TO is automatically filled and it’s prepopulated so that we can’t modify it. Would it be possible to change the product to have the possibilité to choice every time we want to change the field TO ? We use Freshdesk with an intern software, we create a ticket by sending an email to our customer from this software and we put our contact adress as a recipient to open automatically a ticket in freshdesk and have a record of this first email. Thank you,Pauline 

Hello, I'm looking to customize a section of our Freshdesk support homepage, but I need some assistance.  What I would like to do is have a 'Popular Articles' section that shows 5 most popular articles. I'm hoping I can do two things to accomplish this. Show 5 articles from specific Solutions categories that I define (not all categories). Filter the results based on the most popular article (i.e. most visited articles). So far all I can seem to do is... {% for article in portal.recent_articles limit:5 %} ...which shows the 5 most recent articles from all categories. This is a start, but not what I want.

Hi I want to embed knowledge base to my other website. But I don't want "New support ticket" and " Check ticket status" show on the same page.  Is it possible to hide them? I've tried this but it doesn't work https://support.freshdesk.com/support/discussions/topics/16184 Thank you

Hi! I am wondering if it is possible to retrieve the total lifetime ticket count using the Freshdesk API! I have only found one method, and it includes doing a for loop with page as the iterator, but this seems very inefficient to me, and it always results in me sending too many requests and getting no data back. Is there a simpler way to do this that does not cause too many requests to be sent and not using a for loop? Kind regards, Guy

Dear All,How to create a ticket field which permits to cc another contact ? Also, does a dynamic placeholder exists to show all the contacts in cc of a ticket? Kind regards,

In the freshdesk agent portal ticket view we can see the created by value but it's not available in liquid template or API We have tried the below liquid template but its not the correct one.{{ticket.from_email}}{{ticket.requester.email}} Can anyone know how to get the ticket 'created by' value? 

I’ve noticed that for some tickets, polling the Freshdesk API for all conversations is missing some conversations that we can see in the UI.I’m hitting /api/v2/tickets/[id]/conversations as per the following documentation:https://developers.freshdesk.com/api/#list_all_ticket_notesIs there some extra flag I should be specifying in the API call? Is there some reason certain conversations are visible in the UI but not through the API that I don’t know about? Or is this a bug in the API? 

Hi thereIn our company we do software releases.We create many tickets and Tag them with the name of the update so we know what has been included in that release.  In this case the tag we created for this release is called 22.1 Major Release In this example...What I want to do, is use the filters to display all the tickets that were included in our 22.1 Major Release After applying that filter I get 7 pages of tickets, which is great. But now I want to be able to search within those results to find the ticket. But this is not possible.  Surely it should be? Does anyone else think this should be possible or would find it good to have this searching ability available? 

Hi - we’re new to Freshdesk and I wanted to bring up some issues with the Search Bar here. If I’m missing something then please let me know.If I wanted to search for all tickets that have Tag1, but also NOT Tag2, that doesn’t seem to be possible. We have nearly a million tickets and sort of rely on this syntax.   It would be great if you could actually filter with conditional logic within the search bar itself instead of having to use the right-side panel. For example:          #CustomField:Value1 AND tag:MyTag1,MyTag2 AND created:[2021-02-01 to 2021-03-01]          I know that Help Scout and Zendesk offer this so I was surprised to see that this didn’t exist here.Does anyone have good workarounds for either of these? I tried to edit the URL directly for point 1 but nothing seemed to work.

Hi,My company receives requests from customers by filling in a submission form but due to certain laws we have to adhere to we cannot save this info and have to send these requests to our external email and then import them into freshdesk from the external email. Since the emails are all coming to the external email from our corporate email the default reply to in each ticket is the corporate email. The actual customers email is in the email body. Customer agents have to change this each time and it has become a real hassle. Is there any method to automatically get the customers email from the body and set this as the reply-to value.flow for better understanding Customer fills form and submit > corporate email server sends info as email body > external email > fresh desk