Using Freshdesk

What is the proper method to submit a potential systems issue? 

We have multiple products, all backed by a shared platform. Each product has their own managers, relationships, and support teams. Thus, each product has their own associated group for their team.  The shared platform has its own support and ops team as a separate group. While the teams are distinct, the product teams all work closely with the platform team to ensure a robust experience.I would very much like for our product teams — especially the product managers — to be able to see all tickets for their product, even if they get triaged to the platform group. I don’t want the product managers to see the other tickets for the other products in the platform group, however.This doesn’t seem like a particularly strange setup; do others experience this? How do you work with multiple products across multiple teams?

If I want to edit a current Freshdesksnippet, where do I go in the admin panel to do that?

I am trying to integrate our FreshDesk application with GitHub, using the app described here: https://support.freshdesk.com/support/solutions/articles/214680-the-github-app However, when I go to the “Add More Apps” page and search for “GitHub”, the app in that article does not show up. I only see third-party GitHub apps that require separate accounts with their developers, not native FreshDesk apps. How can I find and install the app described in https://support.freshdesk.com/support/solutions/articles/214680-the-github-app ? 

I have followed the instructions for DKIM and published the 4 records.As you know, one of the records instructed to publish does not end in “_domainkey”.  it is simply “fddkim” which resolves to “spfmx1.domainkey.freshemail.io”.That fddkim dkim key always fails and I assume it is because the string _domainkey is a fixed part of the specification. I have tried to add it to my DNS provider both ways (with and without “_domainkey”), and it always fails. What is recommendation?  It would seem that you are recommending that we publish a record that violates the DKIM standard.  Thank You

Hi, On my support desk when a new user tries to register, the captcha always fails, using any browser,How would I go about fixing it? Thanks

Hi there!I'm looking for a solution, if there is any chance to display ticket details (default and custom ticket fields) on the Ticket list page. {% snippet ticket_details %} or {{ticket.details}} doesn't seem to help. 

Hi there!  I was using Freshdesk with my old company (on the Free Plan), and we were able to change our Portal URL to ourcompanyname.freshdesk.com.With my new Freshdesk account (also on the Free Plan as of now), I can’t see where to change the Portal URL (or, it may be possible but only on paid plans).  My Portal URL looks like this currently: https://newaccount1629218155763.freshdesk.com/I’d love for it to have my companyname.freshdesk.com.  Is that still possible in the free plan or do I need to upgrade?  Thank you!

Scenario - Client emails individual staff member with a question. Staff member CCs support@mycompany.com to begin tracking the conversation in Fresh Desk, but the email response content is for internal purposes. When I find the ticket in Fresh Desk, the client contacts have been added (I assume via the support@mycompany email in the CC field) despite them not being added in the CC field of the response email. What is the most secure way to loop an email into Fresh Desk AND control who gets the email response, without Fresh Desk making that decision for me? We have had success by forwarding the client emails straight to support@mycompany and responding to the client there to keep things clean, but in some i

Hi, We want to use FreshDesk Widget in our application by showing it in WKWebView. For this we have created the WKWebView and a HTML to show the widget. But in iOS WKWebView the widget is not visible and on opening the same HTML page on Google Chrome the widget does get visible.Please help me to understand if anything I am missing at my end.

All of a sudden my TODO reminders are no longer working out of Freshdesk.  I contacted Freshdesk support and they are saying it is not there issue as the error is on my side.  All other email from Freshdesk is sent and received via the same email set up.   This is the a screen shot of the error, and I am using, G Suite as my email provider.  

There is a very useful integration between Freshdesk and Freshchat were we can map the fields that we want to be transferred from chat to the ticket.Once the chat conversation is resolved and converted into a ticket, those variables are then found inside the properties of the Freshdesk ticket. Now, we would like to achieve that also in Freshcaller and be able to transfer the valuable information of the call directly into the ticket. For example: time to answer, talk time, cost, etc so the supervisor generate a report and analyze it.This sho

Hello community.I have been struggling with support in order to sort out a problem about a race condition.I developed a bunch of automation rules + a serveless app to handle notifications based on a condition. The main purpose of this functionality is that once agents select mark a custom field it creates another ticket on a dummy group to handle times since this field has been marked so I can handle events based on that. From now on, this ticket is called Handler(I had to do it in that way as far as Freshdesk serverless app is not passing the Custom fields, so that is my clunky workaround)There is a hidden field which points from the main ticket to the handler ticket. Once the custom field is no longer selected, the handler ticket should be removed and the pointer from the main to the handler is removed.The problem is that the automation occurss in the next way: 

Hi,Is it possible to distinguish the two types of feedback forms “Widgets” and “Feedback Form” when setting a condition on the source of a ticket in a Creation Automation?From my tests, both types are “reported via the feedback widget” and cannot be distinguished. In my use case, “Widgets” are intended for sales support (and would be tagged accordingly) and “Feedback Form” would be for existing customers.Thanks.

Hi, There used to be a ticket of the recording of our outgoing phone calls when using Fresh Desk - Is this service no longer available?  We no longer receive a ticket with the recording after placing an outgoing call? Any help would be appreciated!

Hi!I have been researching and I cannot find a solution.We manage various client requests in Freshdesk and we want to make 2 ticket fields (region and type) mandatory before marking tickets resolved or closed, only for tickets assigned to a specific group, not for all tickets in our workspace.With general settings ->Ticket fields it doesn't work as it applies to all tickets.With the app Options_based required fields it doesn't work because it triggers at any update of the ticket (when it gets reassigned for example and we only need it to be mandatory before changing the status to resolved/closed).Do you have any idea how this can be solved?

all in the title thanks for help =)

HiWe are using this great new feature “collaborators”, it is a great idea but we are discovering that all users under this role cannot access forums. This option is hidden to all collaborators once they join the “collaborators” role. Under the “roles” section we can see that forums option is greyed.question, why collaborators cannot participate in forums? come on, even customers can do that. We want to have an internal forum where our collaborators are able to post ideas  

Hello there,I have a problem after getting a call in freshdesk.When someone calling us you can see his name - and it’s all ok. But after clickin it:  It doesn’t open specific contact - which will be easier to look for every tickets on this customer.It’s open all contact that we have saved.Is there any solution to open a specific contact after clicking his name?Thanks all for helping!

We have received a complaint from one of our clients concerning his use of iPhone to enter replies through the support portal. Here is what he wrote.I am usually using my iPhone 8 with the safari browser to create tickets. Unfortunately the formating of linebreaks is getting lost, after hitting the submit/reply button. And I think it is not that you for you to read. Just to let you know what I mean, I written this ticket on my PC using the chrome browser. I will past the exact same formated text to my iPhone and will reply below, so that you see the difference.This what we received.I am usually using my iPhone 8 with the safari browser to create tickets. Unfortunately the formating of linebreaks is getting lost, after hitting the submit/reply button. And I think it is not that you for you to read. Just to let you know what I mean, I written this ticket on my PC using the chrome bro

my website name totalsportek.app there is an issue with my website I have mail forwarded from my website  email account to my freshdesk  to create my support tickets.Just this morning, emails are no longer being accepted by Freshdesk from my website need suggestion why this hapening and my ip idress is block

I have an autoresponder for tickets that are submitted directly. However, we have tickets forwarded from an email address that should not get that autoresponder. Can I disable the autoresponse for tickets that come in forwarded from that email only?

Hello all,I have noticed that sometimes (not always) there is a significant time difference (approx 60 mins) between the time that a customer replies to a FreshDesk ticket and me receiving an email notification or a notification by the MS Teams bot. Has anyone else experienced the same issue? Its weird as it is not happening all the times but at least once or twice a day to me and it is quite important as I am receiving a serious amount of FD tickets in daily basis.Thank you.

Does anyone know what the source IP ranges are for Freshdesk? Our Mimecast is rejecting emails as Freshdesk is sending out as our support account. Cheers

Hi everyone, I am still new in Freshdesk and have been using it for the last 3 months with my team.For more efficiency, we want to be able to import our archived emails and search them easily within Freshdesk. For this, I wanted to tag some tickets that I selected from a search result.Something like :search for all tickets with the keyword « Assemblée Générale » tag all results with the tag « AG » search for all tickets with the keyword « AG » also tag all results with the tag « AG »And then, when we need to search through our old history, my agents can use this limited selection of tags as reference instead of trying to use complicated search strings. Of course, if there is a very different way to build my easy-to-search knowledge base, I am quite willing to explore these ways.I also want to use the solutions but it takes a lot of time to write them down properly and I want to gain