Using Freshdesk

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. 

 Once we try to give answer to customer about issue or because ticket is solved, it appears that applicant do not receive any E-mail written and sent from freshdesk app. The problem might due to improper setting ?!? De facto we had checked all of them without finding anything apparently wrong. Currently we are using the sprout version of Freshdesk. Any idea, please.   

Concord is a fully responsive theme and is Retina ready to take your standard Freshdesk Service Portal to a whole new level.  Branding and customization are available. To get more information visit www.breezythemes.com.

Barren for Freshdesk is a bright and playful template. It features a sticky header with a search bar that is always visible. It allows users to look for the required information without having to scroll up and down the page. The header also has a custom link "Back to website", which helps you get to the main site in a matter of seconds. Inner pagesInner pages in the Barren Freshdesk template consist of a spacious hero unit and article content in the center of the page. The hero unit has the article name, its author, and date. This structure lets users focus their attention on the content rather than additional elements. At the bottom of the page, you can see Related articles. Features of the Barren template for FreshdeskClean code that saves your time and money on maintenance and customization Beautiful modern design and consistent colors (three color options: red, blue, green)Easy navigation and excellent customer experienceUnique customer portal with Freshdesk branding and customizat

I have again come across a FreshDesk UI that seems so obvious to me that my very first reaction is that the problem here is behind the keyboard ie. I haven’t learned how to do this yet. When viewing a ticket, events (replies, notes) are listed in chronological order ie. the most recent events are at the bottom. Pretty close to 100% of our tickets have enough events that scrolling is required, just to check the most recent event. Any time I have to do the same thing, over and over, all the time and for what seems to be THE most common use case - I just have to believe I am missing something obvious. Can someone please tell me how I can configure FreshDesk so that the most recent ticket events are listed first? Thank you.

As a new user of FreshDesk I am coming up to speed with the various features and, in particular, how it aligns with our own business processes. One use case that is very common for us is to have a ticket where the next step (not necessarily resolution) is required from someone outside of our organization. The most obvious situation is where we email a customer asking for some information. In this situation we want a way to specify that we will wait for a certain period of time i.e. the ticket is “on hold” for a few days. For example, when sending a question to a customer we might decide we are OK waiting up to two days for a response, before taking a next step ourselves (resending, phoning, etc). The only slightly overlapping field I see for this is Resolve By. But, of course, the use case is quite different. We are not expecting that the ticket is resolved, merely that the next step is taken. We’d then want a sorted list of tickets, where those that have been “punted” for a few days a

We have a team leader who is stating that the reporting for one of her team is completely incorrect.Is there a way to verify the reporting is correct without the team member being asked?  Ive looked through all other users and they seem ok, It just looks like this one user is only doing a few tickets now and again.

Hi!Let me explain the problem with an example:Suppose Freshdesk has an email address as a support channel.A customer sends an email to this address and takes another person in copy at the same time.A ticket is created in Freshdesk.  So far everything is ok.But now the agent has to forward the ticket to a colleague who does not use Freshdesk to clarify a question. The colleague now receives a mail from Freshdesk and only sees the original sender in the mail history, but not the recipient and also not the person in copy. This information is removed.Is there an option to turn this off? 

Hi all, We’re trying to get set up here. I’ve created a freshdesk app in Azure, and successfully SSO agents in, grantng agent roles within the azure APP.  However, configuring SSO for contacts gives a completely different identifier so i can’t link it to the same app. Considering the Azure freshdesk app has roles for both agents and contacts, it seems logical that one azure app is intended for agents and contacts Am i missing something here? can the SSO method for agents be re-used for contacts without making a new one?  if so, how?. If not, what do you do? 

Hello, Can anyone tell me the answer to one question about freshchat. Actually, I want to use freshchart on my tattoo blogging website. I create a tattoo website to guide the people <a href=”website url”>how to book a tattoo appointment over email</a>.

How can I have a dynamic section created for a dependant field’s selection? Please help.

I have an agent who’s ticket filter keeps auto-populating “me”How do we get the Freshdesk system to stop auto-populating this?

We wanted to change our requester email notification.We copied in a format from an email template (Microsoft Outlook) which was correctly displayed,We then saved the template.Since then there is only a white page and we can not access edit mode at all.We have tried to deactivate and re-activate the emails but this also did not help. We need some help please! a lot of thanks!

We are in the process of migrating from Spiceworks to FreshDesk. I added my companies and their associated renewal dates but cannot seem to find where to alert or create a ticket when the date is < 90days out. Any ideas?

We have been getting a weird error on our Solutions page for a while now -- we’re looking to eventually update our theme for our support site, but we’re trying to dig in and get to the bottom of what’s causing this error before doing so.We’ve reached out to FD support, who helped us to hide links to this page, but we’d like to fix the root of the problem. Here’s the page where the error is showing: https://help.bl.ink/support/solutions/The error says: Search results for ""Liquid error: undefined method `filters' for nil:NilClass We’ve also tried Googling with little luck. Can anyone help point us in the right direction for getting this resolved?

When my costumer tries to submit a new ticket, he gets the error:“We are sorry. You have been restricted from accessing this helpdesk page.”Can you help me to solve this problem?

I would like to have multiple help desk boards, example general help desk board where all issues come in but would also like to have another board for escalations, another board for alerts etc. is this possible?  

Hi,I’ve emailed support for help with changing the portal URL as our company name has changed, but not had anything back in almost a week. Does anyone know the best way to contact support for help with this?Kind Regards,Tom

I accidently deleted an attachment sent by the customer. What can I do?

if you send a message in Freshdesk and need to recall it as it sent in error can this be done?

Barren Blue is a user-experience focused theme for the Freshdesk portal with extended in-built functionality. It is comprehensive, reliable, and far-reaching. Barren is created to fulfill all your requirements, and page layouts can be changed to suit your unique needs. This theme for the Freshdesk portal can be easily customized, and it comes with a rich set of features to fit the needs of every business. Theme installation is free, and it doesn't affect your content. View a live demo of Barren Blue for the Freshdesk portal.  Would you like a full-featured theme with easily customizable features? Barren Blue is a perfect choice. If you want it to correspond to your brand style or have a bespoke design, try branding and customization for your Freshdesk portal. 

HiHow i can call the id of a dependant field who is masked by jquery on portal customization ? I want to make this : jQuery("#helpdesk_ticket_custom_field_cf_XXXX")                                            .on("change", function(e){                                            jQuery("#helpdesk_ticket_custom_field_cf_BBBBB").val('Urgent')                                             });But i cnat call helpdesk_ticket_custom_field_cf_XXXX because there a is a standard script use by the snipet to put “<” ine place of “<”Thanks for help