Using Freshdesk

Dear freshdesk community,for our company we're using freshdesk for our supports. I really enjoy the ability to customize the supportpage, but the custom colors are not added to the following page <companyname>.freshdesk.com/register/XXXXXXX.There is always the green standard design activated. Because our company logo has a dark font, its nearly unreadable on the standard design. Is there any way to change the "register" page too?Yours sincerelyKarsten LüttschwagerSLLIK GmbH

HiUsing the new Slack integration.Workflow:1. Customer sends e-mail to support e-mail2. Our support coordinator assigns Group.Expected behaviour: notification gets triggered to connected Slack channel.What really happens: no notification is sent. Notification to Slack is sent only when an agent replies to the customer from Freshdesk for the first time. From that moment onward everything works as expected.

What is Activity API ??How is this different from what's already possible?

While testing the functionality documented here: Is there way to add tickets automatically to the solutions or knowledge base?Any email sent to kbase@<yourcompanyname>.freshdesk.com from your agent email address would be created as a draft solution article inside your Freshdesk Account. You can choose to have this email address added as a bcc email if you'd like to have all tickets automatically added to the knowledge base or you can also manually forward the tickets to this email address, which would save them as solution article drafts.I found that tickets do correctly end up as drafts in the Solutions section --the Knowledge Base-- but there’s several issues which happen once you decide to edit them:Upon entering the edit view, the app won’t ever react to actions (publish, cancel, not even menu navigation). I checked the JS console and saw several nasty errors both on Firefox and Chrome. The right bar of “article properties” doesn’t show up. I suspect this is caused by the pre

 Hi,One of our partener is using a zendesk solution while we are on freshdesk instances.We need to forward him some of our tickets.I set up a rule that do a webhook on the tickets we need to forward. The ticket is successfully created on the zendesk instance, but it miss one of a parameter.The weird thing is that my JSON request via curl is working as expected but once in the webhook parameters (copy/paste), there's a parameter that refuse to be set on the "remote" ticket.I have a custom field on zendesk I need to fill with the ticket id from freshdesk that is not filled in. I tried to set it up with a "hard" value, still no luck but with the same json request with curl, it works well.If some of you got ideas about what could be wrong.Here is my json request: (as used on curl -d option){    "request": {        "requester": {            "name": "{{ticket.contact.name}}",            "email": "{{ticket.contact.email}}"        },        "subject": "Escalated from partner -  {{ticket.subjec

Did you noted the Youtube video in KB Articles have low resolution?I see in my helpdesk all embed video are in low quality but if i open of youtube are perfect!  

Hi all. Our organization downloaded the Freshdesk package in Salesforce, and we believe a custom object was created called Freshdesk Tickets. I have talked to 3 support folks at Freshdesk who are completely unaware of this. My goal is to sync ticket information from Freshdesk to the Salesforce custom object. Is this possible? If not, what is the purpose of the custom object?Thanks

Someone know’s how the “if” clause works with the mailbot?…Im trying to display different kind of footer depending on the request mail, i couldn’t fin any forum or related docs about it, can someone tell me how to beat it?…ex:{% if ticket.portal_url == "hi@example.com"% } show footer A{% end if % }Thanks in advance

I’ve created a Freshdesk rule that sends a reminder to the requester after 72 working hours if the status is Pending - it also sets the status to a custom one.I’d like to create a further rule which then sets the ticket to closed if a response is not received after another 72 working hours. However, the “hours since...” conditions don’t seem to include the custom statuses I’ve made.Am I doing this right or is there a better way of achieving this?

The “Submit and Idea” button in FreshDesk Ideas Forums does not result in any action.  Appears to be broken.I click the button below and nothing happens. 

Hello.Have anybody tried creating a working Automation Rule in Freshdesk using Webhook Discord?When I tried to use the Discord webhook link, it’s not sending anything to my discord text channel.However, I found a work around on this. I created a webhook in https://pipedream.com/ and connected it to my Discord webhook.I then used the webhook generated from pipedream on my Freshdesk Automation rule and it works.I was just wondering if there are any easier way to do this. Thanks.

I have a problem with my automation rules.When a ticket is created from FRESHCHAT to FRESHDESK my rules are not being triggered.When a ticket is created from FRESHDESK itself, the rules are working normally.

Hi, is there any way to create an "internal" ticket that is not connected to an actual customer/contact but rather just a name? Every time we create a ticket, a "ticket created"-mail is sent to the customer. We would just like to create a ticket internally to work on, where no emails are sent to the customer. However at the same time, we also want to be able to create tickets where regular emails ARE sent to the customer, so they can follow the ticket. We want to use Freshdesk to replace "Microsoft Planner" which we are using today. We use Microsoft Planner to add 'tasks' (rather than 'tickets'). These tasks can be commented, edited etc. without sending any kind of notifications. We use this for the purpose of planning and following up with a customers case, so it's not forgotten. Any ideas on how we can accomplish what we have in Microsoft Planner, in Freshdesk instead? 

I wanted to display the articles based on tags, if the articles exceed some 100 numbers, then I will have to filter them based on the number of views,so that I can show only first 10 most viewed articles in my page.kindly, help me out.Thanks

Hi all,We have 30 groups of agents which handle tickets for their customers. Depending on the mail address (FROM) the mails should be routed into these groups. In total we have 2250 mailaddresses. On average that's 80 mailaddresses per group. The domain name of the mailaddress can be the same as a group is one location / establishment of a company.What would be the most efficient way to configure the above routing in Freshdesk?We were thinking of using automation rules, but the mailaddresses in these rules need to be entered one by one according to Freshdesk support. Anyone figure out a way to do this more efficient? Can an API be used to add the mailaddresses? Do we have some other way to route the mailaddresses into the right group so the agents can handle the mails?Regards,Nika.

As you can see in the following screenshots, the tag produces a URL with HTTPS when it should produce a URL with HTTP. Our customers are complaining because the URL causes the browser to indicate that they are being directed to a non-secure website.

I created a very simple rule to send the email that the ticket was resolved one hour after the ticket was resolved. Alas, it doesn’t send the email. What am I missing here? I disabled the email notification first. The reason we want to do that is that some of our customers have reported receiving the “resolved” email before the agent’s reply. So, we want to be sure they get the agent’s reply before we notify them of the ticket’s resolution.Here is the rule (i can see # of tickets impacted by it):If Status is ResolvedANDIf Hour Since Resolved is 1Send Email to RequesterPS I’m working in our sandbox at the moment.

I would like to automaticall merge all  new tickets into 1 based on customer email. If he sends a new email or opens a new ticket,  it should be merged under his old ticket.

How can we get RTL Arabic to be formated in the Articles?Can we do anything to the CSS document?

We are looking to integrate our Haptik WebSDK widget on our Freshdesk help portal. Unfortunately, we are unable to get our Websdk to render on the support portal.Our team tried to debug the issue and here is what we found - Freshdesk is using prototype.js library which results in different behavior for a JS function. The problem we are facing is that the default behavior of a function has been modified. JSON.stringify is calling Array.prototype but Array.prototype is giving a different response than expected. They are likely overwriting the base Array class.Here is a StackOverflow thread discussing the same issue:https://stackoverflow.com/questions/710586/json-stringify-array-bizarreness-with-prototype-js#:~:text=The%20function%20JSON.,are%20using)%20defines%20an%20Array

I have a Automation on our Freshdesk instance where a ticket is first Assigned to a group, then a Adds a tag and finally sends an Autoreply email with the assigned Agent Name as a Placeholder.  The Group is setup so that Agents get assigned the ticket using the Round robin ticket assignment option.  The email which is getting generated however is not showing the assigned Agent Name, and instead is just blank.  I tried testing the Agent Name field with a separate Automation which runs independently of the Automation mentioned above and then the Agent Name appears. Can anyone provide me with some guidance on how I can make the Agent Name appear in the Autoreply email as the last step of my Automation?

Hello community We are testing out our CSAT survey and after answering the CSAT survey questionnaire in email we are getting redirected to a page which has “{"code":"internal_error","message":"We're sorry, but something went wrong."}”.  We went to the portal and tried to configure the “Thank you” page however I don’t see that as one of the listed portal pages nor does it give an option to create a new Thank you page.  Any suggestions? Thanks Arvin

On every ticket's action I receive the following message:"Invalid API key was given..."Please see attached file.Does anyone ever had the same error?Thank you and best regardsDario

Everything is important in customer satisfaction but tell me whats is the most important in all of those

I get the above error message literally EVERYTIME I respond to a ticket... even if it's the next day and the client has not "just" added a reply to the ticket. I wouldn't mind but it means I have to remember to hit send twice and it does mean some of my response don't get to my customers because I forget to do it! It's beginning to get to the point that I'm thinking about changing platforms!