Using Freshdesk

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 

How do we change the PUBLIC url page? It is not the proper styling set in the admin. Last topic on this was about 2 years ago.

We have created 20 auto reply rules for 20 separate client support emails.  The rules are identical and were originally cloned.  8 of the 20 auto reply rules don’t send the response.  We tried deleting them and recreating them to be safe but still these same 8 auto reply rules don’t send.  We’ve checked other rules and there is nothing that looks like it would conflict with the auto reply rules. Any suggestions on how to trouble shoot more?

I was searching to find the best way to manage feature requests and bumped into this thread: https://support.freshdesk.com/support/discussions/topics/50000003204 - this looks like the FD forum software we have. I started milling around and found this site.  A lot more sophisticated functionality.  Badges for end users for example, very visible upvoting (below example) 

 It's possible?

Is it possible to reference the referrer URL when configuring a webhook, and if so, how? I’m trying to use the advanced option to POST the referrer as part of the webhook body, not unlike this: ```{    “data”: {        “referrer_url”: “{{ticket.what_goes_here}}”    }}``` None of the placeholder options seem correct, but maybe it’s called something weird and I’m just missing it (I also can’t find anywhere I can see a sample of values, like you can in zappier for example).

I am having an issue getting my distributors to create tickets through the Portal.  I am looking for a way to reject the email attempt, and send back an automatic response via email, to make/force them to create the ticket through the Portal. 

Hello all, I have today several automatic action to allocate tickets to specific agents.Would it be possible to suspend the automatic allocations when my agent is not here (in holiday or sick) so that another agent can manage his tickets ?I’m ready to use complex roundabouts if afterwards we only have to say « Christophe is away starting today » and « Christophe is back ».

Dear Team, Need to add Close Time filter in our Customer view. This is Agent View- We required Close time filter in below Customer view. 

Basically be able to remove or get the customer to edit it, if for example they chose red instead of green, they filled on the wrong ticket for a ticket still open etc...

Hi I have created articles with video hosted in Vimeo.When I edit the article with Edge, it deletes the inserted video HTML code !? Tested on 2 different workstation / account.Any idea ? any workaround ? any solution ?   

We have been using FreshDesk for about a month now for our internal helpdesk.   We have emails forwarding from our helpdesk account to FreshDesk to create tickets.   The default automation to reopen a ticket is enabled if a requester replies but this is the problem we are having.  We sent out an email to all users this morning.  user A replied to the email and it created a ticket in Freshdesk.   We closed the ticket and then later today, user B replied to the email and instead of creating a new ticket for that user, it added her reply to user A’s ticket.  Even though the subject  is the same, the requester is different and should be a separate ticket.   Is there something we can change so new tickets are created for each requester if they reply to one of our emails?

Please check 2 seats are available for the users. We unable to create a Freshdesk account for this particular user. PFA screenshot of an error. ID: A.khan@zellbury.com 

HiWe wish to make our support portal available in many Indian languages. Currently I don’t see any option to add Hindi, Tamil, Telugu languages to the portal. How does one go about it ?

Is there a way to have the Parent Ticket Auto Closet once all Child Tickets are Resolve status?