Using Freshdesk

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 should happen automatically on every ticket created via phone (outbound / inbound )Please vote if you like this feature to be implemented :)))Thanks

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: Therefore if you do not execute the rules in that certain order, the webhook will fail as far as the field is updated.Is any

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 browser. I will past the exact same formated text to my iPhone and will reply below, so that you see the diff

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 efficiency before this.

I have a webhook set up for when new tickets are created. I have had it set up for a while with no issues but today I had a ticket come in and the webhook was triggered twice, exactly 5 minutes apart. Anyone know why this could’ve happened?

I am looking for a way to automatically cleanup aged tickets.If a ticket is older than 48 hours, and has been responded to, send an email reminder to the requestor asking for followup or the ticket will be closed. After 48 more hours and no update, mark the ticket resolvedIs there a setting or plug in that will do this?

Hi! Since last friday all replies inside the tickets are getting bounced (temporary error). How can I troubleshoot this issue to get a clearer picture of the problem?  Thank you for your help.

Hello, COST : I am looking into the Trello powerup for freshdesk. I see that I need to buy the app on Fresdhworks market place ANDI need to have a paid trello account + pay the Trello App 3$/agent. Am I understanding it properly? ACTIONS:Does the power up work for all my emails on Freshdesk? Can I check items on the checklists in the Trello card directly from Freshdesk? Can I move a card from a list to another from Freshdesk?Thanks!

We are getting an SSL Certificate error when navigating to our Freshdesk page? Has anybody come across this issue before? Many Thanks Richard

The standard mailbox setup suggests you create a dedicated gmail-based user account that then configures its mailbox at the user level to forward mail into the dedicated Freshdesk email address. Google wants to ensure you have control of the forwarded email address, so it sends a verification email with a code that you can retrieve through the Freshdesk “verification” process. This is simple enough but it requires an active gmail user account — something that costs money and is not necessary.  Instead, you can setup most mail servers (including in Google GSuite) to do a server side forwarding (GSuite calls it a “recipient address mapping”) that relays mail without creating a dedicated account or mailbox on your server.  This works great — and immediately — without even bothering to send a verification code.  You don’t need to hit the Freshdesk verify button at all because (I guess) Google trusts GSuite admins more than gmail users, so there’s no need to relay a verification code back t

Good Day,  Trying to increase our engagement with our customers when the create a support ticket,  Just wondering what some of you do for this? Currently its Ticket Created → Agent Replies → Sets ticket to Waiting on customer and in 4 days if no response the ticket is closed. 

Breezy Plus custom theme for Freshdesk We created this custom Freshdesk theme for our portal. Breezy Plus is rich in features and offers the best practices of Freshdesk customization.This theme offers an excellent customer experience with simplified navigation and built-in options for formatting content.  Breezy Plus includes: Side navigation Prev/next buttons in articles Formatting components for articles A sticky header that’s always visible Categories with icons on the homepage Custom links in the header and footer  Article page in Breezy Plus theme Usually, when you buy a Freshdesk theme, you have to pay for these features separately, so Breezy Plus allows you to save up to $400. You may either keep it as it is or add branding and further customization. All Freshdesk templates from Breezy Themes have: 100% compatibility with Freshdesk Live demos to test themes before the purchase Code that is easy to modify & maintain Retina-ready and responsive design Font Aw

When I am trying to integrate Slack on Freshdesk, there were 2 problems.the channel I want does not appear on the list. It looks like I am having the same problem as here?    after adding a random channel in my slack workspace, I still get an error message just like   I tried installing the slack after removing Freshdesk app from slack but still the same.  Can anyone help me out on this issue.