Using Freshdesk

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:

when I send latest public comment in email, it sends the attachment as hyperlink and not as an attachment which is causing issue of logging in again to freshworks. Can you suggest any way to send comment attachment through API or email?

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":

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

I couldn’t find a description for this option the workflow automation solutions.For the “Add Watcher/s” interaction, the bottom option is “Any”. How does “Any” decide what agent to add as a Watcher? (I’m actually looking to set up a workflow to add any agent who responds to a ticket as a Watcher, or ideally only certain types/groups of agents, so if there’s any answers for that I’d appreciate those as well. I saw a thread from years ago that mentioned setting up a webhook, but I’m not sure what the configuration would be)

I have a user having an issue pasting an image from the snipping tool to Chrome. It works without issue in Firefox, and she also has no issue pasting in to another workstation’s Chrome. She’s using no extensions.She gets the error “Image cannot be loaded from the passed link”.

Hi All,Is there anyway to modify the fields in the requestor portal so the text box size can be shorter? For example the Contact Number text field is way to long and takes up the entire width of the screen which is unneeded. Also, is there a way to make certain fields appear next to each other? For Example, have the priority and urgency field be side by side instead of one above or below the other.

Normally, when we cc the group email add, we get the email in our personal accounts. Now, I have enabled the auto bcc feature but I am not able to see the emails in my personal account. Is there a difference in the way Freshdesk handles cc and bcc?Is there a way to do an auto cc instead?  

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I am looking for a way for tickets to be randomly or round robin assigned to groups.For a bit of context - we are a Helpdesk that is fully staffed by volunteers and they all take the same type of tickets. The reason for having different groups is that we are introducing supervisors who will each have their own team of volunteers and we want them to have their own groups to make it easier for them to measure their teams performance. Therefore it’d be great if tickets could be assigned to ‘team 1’ then the next one to ‘team 2’ etc. Any ideas on a solution for this?

Hi there,We often forward tickets to a 3rd party for comment. Usually when they respond, it appears as a private note. This is expected and desired behaviour.However, if they respond from a different email address, e.g. if the forward is to info@3rdpartyco.com but the reply comes from joe@3rdpartyco.com, the response is added as a public response.This creates an issue, because then when we later respond to the customer using "Reply", the 3rd party's response ends up in the email chain.Some may say this is expected behaviour, BUT, we actually have info@3rdpartyco.com and joe@3rdpar

Hi,how can I copy data from all my tickets that is stored in the default field Type to a my new field keeping the same information?Default field:New field: The reason for the copy is that we stared a few years ago using this default field but now realize that it was a mistake. We want to start using rule based sections to show fields depending on type of question and default fields cannot be moved to sections. So basically we want to take our hundreds of tickets an copy the data as is between to identical fields. RegardsHenrik

At this point we want to be able to just sync our Azure AD licensed users to Freshworks so we have a reliable list of users in Freshworks. Currently ANYONE who submits a tickets becomes a requestor which we want to change to only OUR Azure users. We don’t need to change anything on the Azure AD side (yet) so just looking to pull the data in to freshworks and keep an accurate list of users and user data.Any thoughts on a workflow for this would be much appreciated.(The Azure AD connector in Orchestration center is currently working)Thanks!

The article list shown in “related articles” includes links which are in folders set to “logged-in users only” view. How can I change this?Users are led to a login site, which is not very elegant.I don’t want to set it to agents only or unpublish all 100 articles set to logged-in only.

Does anyone have a good solution to this scenario please?Customer A opens a ticket Our support agent replies Customer A forwards our reply to their colleague Customer B Customer B replies and CC’s our support email Customer B’s reply is added to the existing ticket, but Customer B’s email address is NOT added We reply to the ticket update, but Customer B never gets that reply.  It is only sent to Customer A.Better options might be to either not add Customer B’s reply to the existing ticket and instead create a new ticket with Customer B as the requester OR, add Customer B’s reply AND Customer B’s email to the ticket.  The problem with the default Freshdesk behaviour lies in adding of the email to the ticket but not it’s sender’s address.Are there any Freshdesk users out there with clever solutions to this please?

When we create emailers in freshworks or when such mailers come to me, the images are not getting displayed. Even when i press “load image” it does not get displayed.  For example in this mailer, I am unable to view any of the images. Not able to find what the issue ishttps://freshworks.email/view-in-browser?fm_digest=4392EF95DED940054C01B567B417F4DF293C70B3785CDB9BBDE897DDFBA0F018BC0260A831116249857EA7A21C3A7EECD6B9594FD3D8E8A47A4BD8F5846DDF982569857CABDD2802B1B5B2160964BC923E09A5DE45C511EB1325F22012C91F70198F774EAEF2475747DE4DEB48EB79CA0AE69C9067F43574F911D9F56B9