Using Freshdesk

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

I have a new instance of FD and my company has an existing.  Can we combined the administration of them but keep them separate?

Hello everyone，May I know how to change the tab color of the “New support ticket“ and “ Check ticket status”?Which color configuration items should I modify, please?  

Hello, I would like to set up auto-reply to requesters as soon as a ticket becomes “resolved” How do I set up auto-reply like this, including ticket’s original title and ticket URL? is Ticket URL only visible to user after user uses freshdesk account to login?  Thanks

Hi, we have some features that are only available to Admin users, so I’m trying to find a way to display a custom message if the article has a certain tag.For example, if a solution article has the Tag “Admin,” then display this HTML block (that would contain a message along the lines of “This feature is only available to Admin users.”Any experience achieving this result?

One of my team who is set-up as an agent in Freshdesk forwarded a response to another agents email address. This agent then responded via email (rather than responding from Freshdesk) and his response did not appear in the ticket response panel in Freshdesk. Is this normal behaviour if an agent replies via email instead of logging in? If not, what could have caused the response to go astray? My team are new to Freshdesk and they are not a customer facing team so they are still getting used to the process of logging in rather than responding to queries from their inbox. 

Hello, I have set up my signature following this instuction https://support.freshdesk.com/support/solutions/articles/196821-how-to-use-email-signatures-in-freshdesk- But the signature in auto-reply emails (set up in workflow > automation) does not changeI would like to change this default text “%company name% powered by Freshdesk Support Desk”which is attached in every auto-reply emails Looking forward to receiving some help here, thanks a lot!

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 instances that creates an extra step.