Using Freshdesk

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 ».

#DidYouKnow - 65% of customer leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from office as they move forward.As customer experience becomes the difference between keeping or losing customers, companies are increasingly turning to technology to create great customer experience. New technology solutions can help customer service teams automate support processes, focus on creating memorable experiences, and at the same time, help more customers solve simple problems on their own. Read more.With this change, we're witnessing the rise of a new brand of customer service that's centered around agility.What do you think about the role of technology in customer service?

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?

Hello,can someone please explain to me the difference between closed and resolved tickets?Thank you!

Currently the default URL of solution articles are very long, especially when the article title is in Mandarin (e.x. https://soundsgreat.freshdesk.com/zh-TW/support/solutions/articles/72000513462-%E6%88%91%E5%8F%AF%E4%BB%A5%E6%8C%87%E5%AE%9A%E4%B8%8A%E6%9E%B6%E6%99%82%E9%96%93%E5%97%8E%EF%BC%9F) Is there anyway I can set up a custom shorten URL whenever I create a new article, instead of having to manually use 3rd party short URL service? Thank you

Hello users!I want to set up a work process for the thing I've mentioned in the questions. Need tips on how can I do it..Thanks!

Hey there folks!We have noticed an issue where customers who email our support team using Apple iCloud’s “Hide My Email” feature don’t get ticket created (or don’t get their response added to the ticket). We have confirmed that their emails make it to our actual email inbox, but Freshdesk seems to block them when they get forwarded. I was able to reproduce the issue by setting it up “Hide My Email” myself. Is this an issue you’re aware of, and has anyone else experienced this?Thank you, and have a wonderful day!

Hi all community.Since last December 28, our information panel has not been refreshed correctly. Keeps a counter of 2 unassigned tickets when there really are none unassigned.Clicking on the section indicates that there is no unassigned ticket.Is there a way to reset the counter or force it to be updated so that it returns to 0? Thanks in advance and best regards

Hi!I have the following problem: There is always a “1” at open tickets, on PC and mobile App, but there is no open ticket. I made a screen recording: I already tried clearing browsers cache and cookies, wasnt helping.We have 3 active agents, its only happening for me.Any ideas? Best regards.

Scenario: Someone creates a ticket and CC’s another. Problem: If/when the CC adds a comment before the ticket is assigned, NO ONE is notified of that comment.I’m told this isn’t a bug but expected behavior. If comment updates are one of the top reasons to send notifications, how is this still expected behavior? 

We’re using freshdesk as ticketing system within teams. Care function and supporting function. I’m looking to get an SLA of every response for my team (care function) and another SLA for every response for each supporting function.

Hello,  few month ago I bought Helpdesktheme but now site si offline...are they still partner?

HiWe’re on the old Garden plan, and I have multiple customer portals in our freshdesk. Currently they are all set to publicly available. However, i’d like to set some as public and some as logged in users only.How can I do that? At the moment there’s only one settings that is applied across all. Thanks.