Using Freshdesk

Hello, My question is pretty simple. All I want to do is add new / required fields to Customer records, the same way that FD allows you to add custom fields to Tickets. We run a helpdesk for customers using financial analysis software, and we need a field for their Accounting Software for each Customer or each Company. Is there a way to do this within Freshdesk or does this comprise a feature request? thanksjackyjoy

Hello, We are using the Freshdesk Support desk for quite some time and today we noticed that we aren’t receiving the New Ticket created email notification.It was working until today, I checked the settings, it is turned on and agents are added.We’re getting the Requester replyed to ticket notification and can reply to tickets normal.Is there something we can check, how do we correct this? Thank You!

Hi everyone, we noticed that the refresh arrow icon is not appearing on every ticket that was being updated. Is there any changes made or was this feature no longer working? 

Hello Community :) Everytime when I want to request a Ticket on my Freshdesk Page, I get Redirected to a page.That page says “We are sorry. You have been restricted from accessing this helpdesk page.”I dont know why its not working, can anyone help me? Cheers 

We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.Please please disable this or give us the option to enable/disable this!

Hello, I forward my emails from my gmail to Freshdesk and today Freshdesk can detect the previous sender and link it to the correct contact and it’s great.My issue is that often, the sender is our salesman who forwards a customer email to us. The contact is then the salesman and I have to manually edit it to set the customer as contact. Is there a way to automatically send the previous sender as contact, maybe by selecting the list of salesmen contact ?

Hi,Is it possible to have confidential Articles not visible to all contacts?Thanks for any response!

Hello!  I am attempting to run an automation and it is not working the way I need it to!! Here is what I’m trying to do  And all things work – EXCEPT the ticket doesn’t close – it stays in open status.I need the tag “BATCH COMPLETE” tag to be added, then the ticket closed. This automation triggers off of a public note that is added by an agent from a batch emailing – we are trying to automatically close these tickets once the batch emailing has been completed. Can you assist??

(node:1884) UnhandledPromiseRejectionWarning: TypeError: configuration.fastestFunction is not a function    at sendMessage (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-rpc\lib\index.js:134:29)    at createClient (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-rpc\lib\index.js:173:27)    at Object.<anonymous> (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-request\lib\index.js:16:14)    at Module._compile (internal/modules/cjs/loader.js:999:30)    at Object.Module._extensions..js (internal/modules/cjs/loader.js:1027:10)    at Module.load (internal/modules/cjs/loader.js:863:32)    at Function.Module._load (internal/modules/cjs/loader.js:708:14)    at Module.require (internal/modules/cjs/loader.js:887:19)    at require (internal/modules/cjs/helpers.js:74:18)    at Object.<anonymous> (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\lib\validations\manifest-dependency.js:4:21)    at Module._compile (

Hi, first time here asking :)Is it possible to set an expiration date for knowledge base articles?I want to make sure that articles are kept up to date, and some articles must be updated more often than others. Preferably, I’d get an email notification about upcoming expiring articles, so that I don’t have to actively look for them in my list.Thanks!

Our customers keep getting this error message over the last few days. How can we fix this? This happen for this particular customer right when they hit submit as they were attempting to submit a new ticket. https://virtualtas.freshdesk.com/  

Hello,when i open the portal preview and then i update the portal settings like background color and then i reload the preview page the changes will not take effects. I have to always close the page and click on the preview again to see the new changes.This is very frustrating when you develop the portal and can't see the immediate changes.Is possible for devs to fix it? Thank you

Hello,i want to ask if there is any possibility to customize snippet "search_form" ?We would like to autosuggest also categories and folders not only Articles.Even your API doesn't provide searching for Folders and Categories names.Thank you

Hi allIs there a way to notify the whole assigned Group when a Requestor Responds on a Ticket?I know that if a Ticket has a assigned Agent, there is a standard notification available to enable to send the agent a notification.I want to send the whole Group a notification on Replies.Many thanks,Paul

Hi, can I ask a question about email notification functionality. Is it possible to add multiple specific emails to be notified when a specific issue is tagged or filtered? So for example...All queries tagged 'England' upon submission should automatically be sent to 'england@freshdesk.com and england32?@freshdesk.com.

 Need to know the possibility to send all outbound emails (automated as well as agent replies) with one of the email Id in BCC. This email Id could be different from the “From“ email Id with which the replies are sent. Need to selectively apply for tickets which satisfy a set of criteria like if product = xyz OR Issue category=abc etc. Possible?

Is there no way to sort the list of tickets by Resolve By? Seems like a bit of an obvious use case but I can’t see how to do that. By the way, I am also curious to know if the format of columns is configurable. The Resolve By date is pretty cumbersome and all I really need in the list of tickets is something like “In 12 hours...”. If I need the specific date/time I can open the ticket so the long-form date is “fluff” I don’t want or need.

Hi all. Bit of an odd one (to me anyway), when we resign an agent (convert to contact > delete) the system is somehow picking up the password reset e-mail and sending it to the resigned agent. I can’t see where the system is picking up the reset e-mail to this, I don’t think it is part of the requester notifications in e-mail notifications. Wonder if anybody has any ideas please?{{portal_name}} password reset instructions Thanks  Steve

According to Freshdesk documentation, i can retrieve older tickets through the API using the updated_since parameter in the url query. My query have multiple parameters, and everyone is working besided adding updated_since.  My query is:  'https://buk.freshdesk.com/api/v2/search/tickets?updated_since=2019-01-01T01:00:00Z?query="(type:Incidente OR type:Problema)"&page={}'.format(page)  (The format(page) is to paginate through pages). If i remove updated_since, the query works perfect but it only retrieve the last 30 days tickets.

I have created a new ticket type and I want to assign it to only one of the companies I have set up.  I cannot figure out how to do this.  Does anyone have any ideas? 

we have thousdands of tickets with open status in freshdesk and we tried to create some time trigger automation but it clean up only last 30 days tickets. I would like to resolve or close inactive tickets. how can do that with automation now and in future?

I would like to be able to sort my tickets by requester department (e.g., sales, production, packaging, etc) either via a custom ticket field or a custom customer field. I also don’t want to require the requester to have to set their own department when submitting a ticket via the portal. I want that to happen automatically somehow.Am I able to set up requester groups to enable this sort of functionality or how would I accomplish this? What I’ve done so far is created a custom ticket field of “department” and created a few automations to automatically apply a department to incoming tickets depending on the requester email address but that will be difficult to manage in the long term. 

When on the email settings page I would like to add my company email address to the mail server.When I click Mail Server and USE your existing support email. I select MS Office 365 for both  in and out.I get a successful message that I have connected to the microsoft account. When I SAVE the settings I get this error:“Error while authenticating the smtp server. Please verify server name, port and credentials”I’ve also tried to choose ‘OTHER’ and set it up manually, I get the same error.

Hello, I’m looking for assistance to resolve a login issue. When attempting to login with an occasional agent using a password I created(not SSO) I receive the error “This page isn’t working right now. URL redirected you too many times.” I have no problem when using a Full time agent using SSO. Please let me know what might be causing the issue. Thank you,Jonathan  

I want to create a custom blocks on homepage with images and title in it, can anybody help me how to add a images on that is there any way to upload a images on assets or anywhere on fresh desk help center  Thanks