Using Freshdesk

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

Yesterday (3/2/2021) filters would automatically update the page when selected. For example if you add or take away an agent in the filter list this it would refresh the page.  You now have to press apply filters to update this change.   Was this a deliberate change?

13px is way too small … surely there’s a simple way to bump this up to 15px or 16px somewhere? https://accessibleweb.com/question-answer/minimum-font-size/

Hello Community I would like to embedd a frshdesk feedback form widget in a google sites page  Anyone can give mea tip to do that ?

We have two portals on subdomains of our .ca and .com domains.  Subject content of our solutions is the same except for backlinks that point to the correct TLD Domain.Does anybody have any ideas on how to tell google the pages are country specific to avoid duplicate content?  Hreflangs, http headers?

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.