Using Freshdesk

I am helping a client with their FreshDesk system that was set up by their previous web agency. The client has a few different support request forms with some custom ticket fields specific to each ticket form. On their 3 main forms, instead of using the default description field, they created a few customer multi-line fields to ask for more specific information, and to accommodate more than one field for customers to use. The problem is this makes it very difficult for the support agents. All of the most important information provided by the customer is in the Properties widget section, which is quite small and difficult to access. I also noticed that the default "Description" multi-line field not only displays the the content in the Ticket body section, but also provides a rich-text editor, vs plain-text for any of the custom multi-line fields. I've reviewed this page for reference: https://support.freshdesk.com/support/solutions/articles/37588-understand-the-ticket-details-view#The-t

Hello, I'm having the same issue as other topics mentioned:Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com I've contacted support@freshdesk.com but they are taking a bit too long to fix this issue, and we have some tickets open waiting for response. Could someone from here fix this for us? 

The ability to add icons to forum categories to make it consistent with solution categories.I think this would be a good UI change as currently if you have multiple forum categories the icons look like this :Forum stock icon I’d like to add icons like I have with my solution categories: Solution icon This would be a good UI change for the end user and keeps consistency throughout the knowledge base.

We are experiences issues with notifications on Incident cases where a Requester is also an Agent in FreshDesk.The Requester (Agent) updates a case with a public Note or answers an email notification from the case, however the other Agent assigned the case is not consistently receiving an email notification that the case has been updated with an answer. In some cases this works, in others it does not.I can see others have had similiar issues:I am not getting email notifications when a note is added by another agent | Freshworks CommunityPrivate Note Notifications missing for agent | Freshworks Community2 or more agents working on same ticket, Problem with notification when adding notes | Freshworks CommunityIs there a solution for this? A workaround? Perhaps a workflow that can be created?Thanks,Matthew 

Hello, I just started using Freshdesk and I have a couple of questions.1. In the textarea field of the ticket form, Is it possible to A) translate the placeholder and B) disable to code button.2. Is it possible to edit the icons for Knowledge Base, New Ticket and Tickets in the client Homepage?3. I want to remove the portal name from the client home but keep it on the browser title, is this possible?I searched the held section but couldn’t find any info on these questions.Any help would be much appreciated.Thank you.

Hi Team, I am getting multiple reponses as "Undelivered: Ticket Received" on my freshdesk a account for a client. Pls help to resolve. Thanks,Mansi ​@Daniel Söderlund ​@Nav_in ​@mbutler ​@Joshua.Lawrence ​@nick_marko 

A user added a “Public Note” with a code block that is almost 16,500 rows, and the only way to see notes/emails below it is to manually scroll through the entire 16,500 rows, because Page Down and End keys don’t work, there is no scrollbar to drag, and I see no way to collapse the note. I tried “Split Ticket,” but it didn’t remove this note from the ticket - only copied it to a new ticket. Is there another way to deal with a note like this so that someone can easily see older emails in the ticket? Thank you!

Hi,I cant seem to be able to remove or hide the product field in the ticket form. I’m on the growth plan and i understand products are available in other plans, but I simply want to hide it, using  Can view but results in an error. Which seems like a bug.Anyone find a workaround? Hidefields app doesnt show the field. Thanks 

Does anyone know how to find the real estate in the theme files that controls the default “New Support Ticket” and “Review Tickets” buttons?I can’t seem to find a way to affect those buttons in the HTML files or in the style sheet.

Hi everyone! I would like to ask for some help.I have the task of integrating FreshDesk with Power BI. Here in the forum I found some steps, but I still have doubts and need help to move forward with this demand.I would like to know if there is a step-by-step tutorial for beginners on how to do this integration. From scratch! Because nothing like this has ever been done in my environment. I have already done this configuration: and now I need the steps to proceed with the integration. Can you help me? I would be very grateful! Best regards.

I have created a workflow under Project Settings. However, when I update a task, the assigned group does not receive the email notification that I configured as a custom action during the transition from Open to In Progress.  

I'm currently using Freshdesk as my primary customer support platform and I need to export tickets on a regular basis for reporting purposes. However, manually exporting tickets can be time-consuming and tedious, especially when I need to export large amounts of data.I'm wondering if it's possible to schedule export tickets in Freshdesk, and if so, how can I set up this feature? Are there any third-party tools or integrations that can help me automate this process?Specifically, I'm interested in learning about the different scheduling options available in Freshdesk, such as daily, weekly, or monthly exports. How do I determine the best schedule for my needs and ensure that the exported data is up-to-date and accurate?Additionally, I'm curious about the different export formats supported by Freshdesk, such as CSV, XLS, and PDF. How do I choose the right format for my reporting needs, and what are the benefits and limitations of each format?Moreover, I'm interested in learning about the

Hello Freshworks Community!Our next learning session on Designing and Deploying Agentic Workflows is about to begin in just a couple of hours!Here’s your direct link to join the session 👉https://freshworks.zoom.us/s/91882472858?pwd=tvVj0iSFD4p6O9r2Qf5ZA5Hp2XhP28.1 We’re super excited to see you all there! Get ready for a deep dive into Vertical AI Agents, agentic workflow design, and practical tips to help you go live with Freddy AI faster.See you soon! 

I have a Automation on our Freshdesk instance where a ticket is first Assigned to a group, then a Adds a tag and finally sends an Autoreply email with the assigned Agent Name as a Placeholder.  The Group is setup so that Agents get assigned the ticket using the Round robin ticket assignment option.  The email which is getting generated however is not showing the assigned Agent Name, and instead is just blank.  I tried testing the Agent Name field with a separate Automation which runs independently of the Automation mentioned above and then the Agent Name appears. Can anyone provide me with some guidance on how I can make the Agent Name appear in the Autoreply email as the last step of my Automation?

Our organization has different email addresses and AzureAD UPNs.For example: UPN=name@example.com,  mail=name@example2.comAt this time, when we create a request via email, the SSO account is not tied to the ticket.Freshdesk allows to define multiple email addresses for customer field.Can I link multiple email addresses in SAML?

I am using the Freshservice API, and I made a change. I now want to submit the change for approval, but not against 1 person. It is more like a group of people. In the Web Interface, I would normally click “Request for approval”, then click “CAB Approval” and then select say “Canada - CAB”. Then a list of 5 people appears with checkbox. I want to keep them all checked, but change the type to “anyone can approve”.The endpoint I have for making approvals is “/api/v2/ticket/1448/approvals”, and json object body is {  "approval_type": 2}but I keep getting 404. Also I have no idea how to set up the body json for my specific request. Does anyone know? Thanks 

Hello  How can we customise the ‘Article Voting’ text (see below image for what I am referring to). We simply want to change the text to “Was this article helpful? Yes No”. Can you provide a Liquid snippet of code to get us started and we can achieve this ourselves from there.   Our existing liquid code for the Article View is just:         …..       <hr />            {{article | article_attachments}}        {{article | article_voting }}        </section> Also how can we customise the ‘Article Voting Feedback Form’? See the below image for what I am referring to. We want to change the text on this form and add different checkboxes. Can you provide a Liquid snippet of code to get us started and we can achieve this ourselves from there.   

Hello Freshdesk Support Team, We are experiencing a limitation with the Freshdesk API v2 that is impacting our integration and reporting capabilities. Issue Summary: We cannot access thread conversations (Private Threads, Forward Threads, Discussion Threads) that exist within ticket notes via the API, even though these threads are visible and functional in the Freshdesk web interface. Current Situation:  What Works:  We can successfully retrieve main conversations using: GET /api/v2/tickets/[id]/conversations We can see private notes and public notes - The web interface shows all threads correctly  What's Missing: Thread conversations nested within notes are not returned by the conversations endpoint - Multiple replies within a Private Thread appear as a single note in the API response We lose the thread hierarchy and individual messages within threads   Technical Details: 1. API Endpoint Being Used: - GET /api/v2/tickets/[ticket_id]/conversations 2. Expected Behavior:  AP

Is it possible dat freshdesk server is down?We cannot access it...

Hi,I’ve created a feedback widget.I’ve added the related code to the footer connecting a button with a JS listener and it’s correctly opening a ticket.I’ve tried to pre-fill the most of the filed ( native and custom ) following the documentation:https://developers.freshdesk.com/widget-api/But the filed are not auto filled.I’m sharing the code, could you please confirm that the structure in correct ( we can asume that the maping is correct ) : <script>  window.fwSettings = {    'widget_id': 103000008811  };  !function(){if("function"!=typeof window.FreshworksWidget){var n=function(){n.q.push(arguments)};n.q=[],window.FreshworksWidget=n}}();</script><script type='text/javascript' src='https://euc-widget.freshworks.com/widgets/103000008811.js' async defer></script><script>  document.getElementById('feedback-btn').addEventListener('click', function() {    FreshworksWidget('on', 'widget:loaded', function() {      FreshworksWidget('prefill', 'ticketForm', {     

Has anyone had success with reminding requesters to reply to tickets? For example, agent replies, if hours since agent replied is 9 and status is awaiting response, send email to requester.I found this post from several years ago, but I’m trying to avoid adding checkboxes to our ticket forms just for this purpose. I’ve implemented the below but it just fires an email every hour on the hour once the top condition is met; apparently disregarding the second condition (listed below).  As a bonus, we’d like to only send the email during business hours. First attempt conditions (all):Status is awaiting response Business hours since agent replied is greater than 8 Business hours since agent replied is less than 9Result: User receives email every hour after 8 hours regardless of calendar hour 

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?

Hi everyone,I am trying to set up email triggers in Freshdesk to automate responses based on certain ticket conditions. However, I'm unsure how to create custom triggers that would match specific keywords in the subject line. Could anyone guide me through the process or provide some examples of custom trigger setups?Any help would be appreciated. Thanks!

Hi there,Just a question to create a discussion: we are looking for an tool to easily create API Documentation. We are very impressed by the way the Freshdesk API is documented. Does someone know which tool Freshworks uses to create these API documentations pages? If not, any other experiences with great tools to create API documentation?https://developers.freshdesk.com/Kind regardsJos van den End

Hello All,I created one ticket in Fresh desk by using template and then i reply to my customer from the ticket which i have created in freshdesk.Now my customer using their ticketing system and he replied to me by adding their ticketing number in subject line they why new tickets are getting generated ?