Using Freshdesk

In the knowledge base, is it possible to create links to other articles, which, when editing the article in the agent portal, point to the editable version of the article, and, when viewing it as a customer in the support portal, point to the customer facing version?In other words, is it possible to create links to other articles which would have the same URL prefix (https://mycompany.freshdesk.com/a/solutions/articles/ vs. https://mycompany.freshdesk.com/support/solutions/articles/)? 

or is there an offical announcement of log4j aka log4shcell - cve-2021-44228?

 Hello everyone.I am getting an error when I try to create a new agent. “The agent could not be saved. Please try again." There are 2 agents in the system together with the administrator. Why is that?

Right now FreshDesk has placeholders for when you build a time trigger, automation, etc. that involves sending an email to a member. Some of these placeholders do more than they should and some do less.The following items should be reconfigured (or built) to do as they say and not more than they say (this is vital to protect employees):Last Public Comment This should only provide the comment that was written in the ticket as mentioed. However, this also inputs the agents name. If someone wants to have the agent name present they would add the “Agent Name” placeholder. Last Private Comment Same as “Last Public Comment” Agent Name This title should be changed to say “Agent Full Name” as it provides the first and last name Agent First Name This should be included so that you can send out messages that only include agents first name (especially when you do it for “contact”) Agent Last Name This should be included so that you can send out messages that only include the agents last name

Hi,I’m new to this community.I’m trying to find a solution to the following problem.We have a SaaS product and using Freshdesk (FD) as our helpdesk system. I’m trying to start-up a community forum on FD but only for paying clients on our SaaS product. I’d like to have them registered and authenticated by our SaaS product accounts rather then google or FB etc.Is this possible?We don’t want to have their contacts created in FD due to PII data concerns, just authenticated via our product.ThanksShamila

Hi In admin settings I do have captcha enabled for spam tickets (emails) however, I’m still getting spam emails. How can i filter them out without filtering out actual clients. Sometimes, the spam has come through a legitimate email address, but is spam. thanks 

Hi,Please advise whether one still has to duplicate solution articles to include them in different categories or is it now possible to add multiple categories to one solution?Thanks 

Hi, I have added custom checkbox to my Contacts and I want to hide my custom drodpown box based on value of that checkbox. I don’t know how to access custom fields of contact on new ticket page with liquid. I found one solution saying that I’m able to get custom fields like this “portal.user.cf_nameOfYourCustomFields” but its empty. Here is a snippet of my codejQuery(document).ready(function(){{% if portal.user.cf_ukryj == false %}jQuery('#helpdesk_ticket_custom_field_cf_umwm_2175734').hide();{% endif %}});Any suggestions how to do that?

We are new at Freshworks and so we know we are the ones who did something wrong but we can’t figure it out!  Hoping someone can help us.  Problem...when tickets come in they are duplicated so we have to merge tickets and that is getting annoying.  Does anyone know where we can fix this at?  ThanksNEWBIEPam  

Hi,I’m trying to setup a “Requestor Notification/ New Ticket Created” however I notice that if the requestor has set an out of office reply, then that creates a new ticket again in freshdesk, so they’ll get another email acknowledging that a ticket has been created.How do i get around this issue - filtering out “out of office replies” to not create tickets and just be deleted. Thanks.Shamila

at the point when I send most recent public remark in email, it sends the connection as hyperlink and not as a connection which is causing issue of signing in again to freshworks.Would you be able to recommend any method for sending remark connection through API or email?

Does anyone know why none of the agent data is available when try to create a zap? Is this a flaw or do I need to create some kind of webhook?

Hi Team,We have received an email from the customer with an issue, as per the information in the website this email should be automatically converted into a ticket and it should be available in our account dashboard. But now the emails are not converting into a ticket automatically and those are not available in Dashboard. Thanks Gowtam 

Hi there,we have a problem where I don't know why. We have a ticket where the customer replied with the same email and ticket number in the subject, but a new ticket was created anyway. Can someone tell me why? The option "Create a new ticket for every customer response" is deactivated in the settings.The problem here is that the ticket is already being processed and the agent has not received a notification for the answer.best regardsD.

So we sent out activity notifications to different customers via BCC. Now, we want to update them that the activity has been cancelled. However, I noticed that the customer emails in BCC are not carried over on my reply. Any solution for this?

HiI am getting You are not authorized to perform this action. while I am trying to get “api/v2/groups” api. It seems I need permission. How can I set admin permission to the key. Thanks,Masum

When composing reply messages, newlines are handled very poorly and unreliably:Sometimes pressing enter does not insert a newline. Pressing it again then does insert the newline. Sometimes what looks like a newline in the message composing window results in a message without a newline. Sometimes what looks like a newline in the message composing window results in a double newline in the message.I don’t have exact examples for all, or exact ways to reproduce, but the issues are especially prominent when also inserting images. Note that they are not EXCLUSIVELY around images. For example, here are some screenshots of me composing a long message with some screenshots:The result is a very poor and unprofessional look for my customers.

We face an issue where customers decide to reply to email with attachments of around 22-25MB and while Gmail can handle them, they are always dropped in Freshdesk.  We want to be able to still capture these attachments somehow. Is there any solution to have that IF file attachment is being dropped by Freshdesk to have those files automatically sent to our dropbox instead and put a link or note in the reply/ticket that files has been dropped but they are available to be viewed/downloaded from the following link instead: (_insert dropbox link_) To be clear: We don’t want to upload our large own files in tickets. We just don’t want customers succesfully sent mails including attachments to be dropped outside of Freshdesk and rather be able to capture them somehow without manually logging into gmail client and search for the attachment. 

Is the HTML page in Helpdesk same as the HTML language i can learn or is it limited to certain features?

Myself and a few other colleagues have been having an issue where some tickets don’t populate on a specific agent’s Freshdesk unless it’s searched for manually. To counter this happening all notification/alerts are active, cache/cookies are cleared. Even with all this, the new ticket (which a random but specific agent can’t see) is not being alerted  in notifications to the affected agent.  I’m just wondering if this is a known bug and if there is also a workaround to solves this? Kind regards, N 

Hi there,we have a problem with Freshdesk. Unfortunately, when we search for an email address, not all tickets are displayed. The open ticket does not appear in the search. No filters are set. When I open one of the closed tickets, the new ticket is displayed on the right in the timeline. Does anyone know why this is?Kind regardsD.

Is There a way to send an agent notification email when someone new signs up via the portal?

Has anyone experienced the issue where customers who are sent a link to open a canned form say it doesn’t work? It’s not all our customers who are sent a link, just some. We are asking for some information to troubleshoot. Meanwhile I wanted to see if anyone experienced it and have a solution.

<script>        window.fwSettings = {            'widget_id': 67000000128        };        var url            = window.location.href;        var systemName    = "VuPoint Ticket";        var pathArray    = window.location.pathname.split('/');        pathName        = pathArray[0];        if (pathName)        {            switch (pathName.toLowerCase) {                case "asset":                    systemName = "Asset Manager Ticket";                    break;                case "servicequote":                    systemName = "Service Quote Ticket";                    break;                case "order":                    systemName = "Order Ticket";                    break;                case "customer":                    systemName = "Customer Ticket";                    break;                case "newproductquote":                    systemName = "New Product Quote Ticket";                }        }        FreshworksWidget('prefill', 'ticketForm', {            type: '${sys

Greetings, I am an agent an have all my notifications turned on. I am not receiving an email notification when a user responds/updates their ticket. Does anyone know why this may be happening?Any direction would be appreciated. Kim