Using Freshdesk

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. 

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?