Using Freshdesk

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?  

This theme was customized by our developers for our Freshdesk support portal. We, at Breezy Themes, use Freshdesk ourselves and know how to make the most out of customization based on Freshdesk functionality and hidden features. Like all our templates this theme is fully compatible with Freshdesk Mint and Freshservice and incorporates most popular Freshdesk customizations. Apart from standard features that all our templates have, it inludes: icons for categories on the home pagealways visible sticky headerside navigation to help users navigate your support portal easiercustom links in the footer and headernext and prev buttons to forward to the next and previous pages This exclusive theme saves your time and money since you don’t get a basic template but a customized support portal. This means you don’t have to wait long and buy every Freshdesk customization separately and therefore save around $400.  Moreover, you can install this Freshdesk theme on your support portal without changes

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@3rdpartyco.com set up as a single Freshdesk contact with multiple email addresses. It seems as if Freshdesk is not being smart enough to recognise that this is the case and that the response should therefore be private, as its the same contact that the ticket was forwarded to. I would say this is either a bug or a lack of what would be intended/expected functionality.Can anyone comment or share their experience?Than

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=4392EF95DED940054C01B567B417F4DF293C70B3785CDB9BBDE897DDFBA0F018BC0260A831116249857EA7A21C3A7EECD6B9594FD3D8E8A47A4BD8F5846DDF982569857CABDD2802B1B5B2160964BC923E09A5DE45C511EB1325F22012C91F70198F774EAEF2475747DE4DEB48EB79CA0AE69C9067F43574F911D9F56B9E665C6DB9E234B1D13EF28E8B6A8051B5FE4A

Hello, from today we have a problem with creating a new ticket. We tried to create it from 2 customer accounts with Chrome, Edge and old Internet Explorer. All those web browsers have the same problem with “Send” button. Nothing happens when we click on it.Thank you for help.

Why are tickets moving to escalations? We are not marking them for this group.

Hello everybody, since yesterday everytime I try to save a new section I get the following error:  It doesn’t matter what name or type I choose Thanks in advance 

Would anyone be able to share their choices for close resolutions?For a example we have the following list:External Department In Person Vendor Support Duplicate Ticket Incorrect Ticket Type 16 in total trying to narrow down the options.  Thanks

We are having some issues with tickets not forwarding from Outlook into Freshdesk. Anyone having the same problem? And maybe know how to fix it? 

I’m having a difficult time finding a way to change the comment syntax for a Liquid file. Right now with the Liquid plugin installed when I CMD+/ I get a normal html comment like <!-- --> when I’m really expecting a Liquid comment like {% comment %} {% endcomment %} . I’ve been searching for how to define the beginning and end of a comment for a language and different font styles from Fonts Bee but haven’t been able to find it in the documentation. Ideally it would be nice to have single line and multiline selections formatted differently. If it’s possible to completely override the default HTML comments then I would do that since I only program in Liquid and never .html.

Hi everyone,is it possible split business hourseg8.30 - 12.30 // 14.00 - 18.00 instead of 8.30 - 18.00?I use blossom plan

Hi All, Been struggling with making a change and hoping someone could point me in the right direction. I want to be able to change the CSS for elements that the agents see in the backend view. Specifically, I am looking to change the background colour of private notes. Tried using the Portal Customisation section, adding the class .ticket-details__privatenote and a simple background colour, but this doesn’t appear to work. Additionally, I have tried with an app, but this doesn’t appear to work either (however, I could probably be creating the app completely incorrectly). If someone can point me in the direction of creating the CSS to change what the agents see, it would be really appreciated.  Additionally, the freshdesk documents mention that apps can be deployed to make changes to the mint UI to improve agent performance, so I assume it is possible somehow.  Thanks

I am a customer. I sent an email to A, B and C.In the next email I removed participant B from the email. Participant B doesn't get an email but when the team replies from freshdesk the participant B doesn't get removed. He also gets an update. This causing us a lot of headaches. Spoke with FD who stated that it was a known issue and that if the first email is sent from the customer with people in the ‘to’ and ‘cc’ field and then it is followed up with a second email with some of those people removed then when our agents reply to that email all the original recipients are included. Anyone else have this?

When we set a ticket to Resolved, it auto closes in 48 hours. But when it closes, I get pop-ups from my mobile app (Android) telling me the system closed the ticket. How can I stop this? 

Hi All, Question - when we set “waiting for end user” status for tickets and the user replies the ticket is lost in the Q as the agent assigned to this ticket is now unassigned. The star (add watcher) is the only way to find out that the customer replied. BUT when we get tons of emails and notifications plus a lot of activity from the agents it is very easy to miss. can we change this somehow?Thanks!

We all use Freshdesk Support Desk in our own *peculiar* ways sometimes. What are some ways, or some tips or tricks that you are using Freshdesk Support Desk that could help someone out?  

We have the following scenario:We have two groups, each with their own email address for creating tickets.  Let’s call them sales@email.com and support@email.comCustomers will sometimes send an email to both addresses to create a ticket because the ticket may have requests for both groups.The problem is this:Sometimes two tickets get created - this is the desired behavior Other times only one ticket gets created because from the Freshdesk perspective, two emails are being sent.  If there is a delay in the second email being received, the first creates a ticket and the second email gets matched to the ticket that was just createdWe have contacted Freshdesk support regarding this and they have offered no solution to ensure that two tickets get created at all times.Has anyone run into this issue and found a good solution?Thanks