Using Freshdesk

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

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 wanted to know if there is a way of including automatic responses (as far as I know they can only be sent via email) as part of the ticket response.My concern comes from the fact that our clients do not generally check the email, but check the ticket status on a regular basis in the portal web-view (thus, the impact of having the auto-reply message within the ticket is of paramount importance).Thank you in advance for you help!

Hi Everyone,Mint compatible. It's a professional-looking and easy-to-use Freshdesk & Freshservice support portal.All device and browsers accessible and looking beautiful theme which was customized according to the customer's goals.Theme Features Fully Responsive and Retina-readySprout,Blossom, Garden, Estate, Forest plansHomepage categories list & Inner pages categories list with Font Awesome iconsHomepage promoted articles lists with accordion/toggleIncluded Font Awesome iconIncludes additional componentsIncludes free installationCompatible with Freshdesk functions and featuresCompatible with all modern browsersCompatible with Freshdesk MintEasily customizable. You can make changes in future or customize the template on your own.Universal design. The Matrix theme fits many industries and businesses without major customization. Mint compatible. Tell us about your needs and we'll create according to you look of The Matrix Theme or any other theme for your Freshdesk support por

I have been trying to get the new Slack app integrated after using the old app successfully.When I try to connect to the Freshdesk account in Slack (Windows) I get an invalid credentials error.I have a Blossom account with API accessI've verified the API key is correct and tried generating a new one.What I'm not sure of is the Freshdesk Domain. Do I use our aliased CNAME domain (support@companyname.com) or do I use the Freshdesk org account (companynamehelp.freshdesk.com) I've tried both the the same error.

We are looking for a solution that will do the following:1) When a brain injury survivor submits a question, it will be routed to a group of professionals by region, for example, speech pathologists in Georgia, or Physiotherapists in Oregon.2) We already have a website with a very sophisticated forum that we have invested for years. We would like to hide both the forum and solution on the portal;3) Our budget is very small but there is a large number of professionals who would like to sign up to function as agents. If we upgrade to Blossom, does it mean the monthly payment will apply to every agent? That is going to be way more than what we can afford.4) Will all survivors submitting a question be able to receive answers and interact with the helpdesk with their email?5) How can we integrate with our main site which is built in WordPress. We spent years building our main site.6) How does the SSO work? We have a multisite network with subsides dedicated to different regions and professi

Waited about 12 hours and the note wasn't added to the ticket ): I must be missing something! Never received a failed API e-mail. Let me know what you guys think.

Hello Guys, We have launched "Onil Theme" which is fully compatible with Freshdesk and Freshservice. It is a beautiful responsive theme that can be customized to fit in any business need.We provide below free services in our themes: Theme Shortcodes included (Articles Formatting Components) Colors and images as per your needs(No need to pay extra) 60 days technical support in our themesOur theme features: Fully responsive theme Included “Font Awesome”Fully compatible with Freshdesk Mint and FreshserviceModern browsers compatibleFully customizable and clean codeYou can see the Onil Freshdesk Theme live preview here.You can see the more theme details here - https://ariesthemes.com/downloads/freshdesk-theme-onil/If have any questions feel free to email us.ThanksAries Themes(Freshdesk and Freshservice Theming Expert)

Hello Guys,You can see our recent client's support portal based on "Phoenix Theme". Phoenix is a user-friendly and feature-rich Freshdesk theme. It is a beautiful responsive theme that can be customized to fit in any business need.We have done all the changes according to the client's needs.We have done the below Branding and Customization points - Logo, Brand colors, Images, Fonts Header and Footer like a corporate websiteFour custom blocks in homepage with Font Awesome iconsCategories block with iconsAlert notification on the homepageWe provide below free services in our themes - Brand colors, Icons and ImagesShortcodes included60 days technical support in our themesYou can check more themes here. Just choose a theme and we'll customize the theme as per your requirement. You can share your points in our email or you can also contact us. If have any questions feel free to message us, you can also use Freshchat in our website.ThanksAries Themes(Experts in Freshdesk and Freshservice The

HiI'd like to know if there is way to use a CSS Framework like Bootstrap to create a custom Freshdesk theme.I have been able to load ressource in <head> but it conflict with https://euc-assets7.freshdesk.com/assets/cdn/falcon_portal_utils and theme.cssI can not see how to remove these css.BTW is there a way to allow custom attribute in wysiwyg editor ?Thanks for helpingGreg

This is a fully functional, Freshdesk's latest support portal theme.  To use this theme Download the FreshThemes.zip file Unzip this file. Copy and paste contents in the text files into the corresponding stylesheet and layout pages In portal customization > Color & Font section, change the base font and heading font to source sans pro. You can view a live demo here. Please download Freshtheme.zip to start using this theme.

Hi, I am trying to create a ticket via API. While creating I am getting a certain error because of the mandatory field. Is there any possible way to create a ticket without giving a mandatory field? Also, I don't need to change the settings in the ticket field. Please help me to solve this problem.

Hey,we're using Freshdesk for our customer service and want to know whether an API connection to our CRM Tool Emarsys would work? Thanks and bestAnne

 Hello,is it possible that a customer can delete a Ticket by himself?We use our freshdesk for internal IT support and if there is a user that created the ticket by fault or if the problem is gone, it would be great if the customer can delete the ticket by himself? I already tried it with an automatisation but it did not work. Maybe somebody can help?

HelloIn my solution I would like to send as much information as possible about the author of the ticket but as well as the context he is in. For example :ID, PostalCode, LastPurchase etc etcDo you know if its possible using freshdesk's API ?Thank you

When using Freshdesk website and looking at a specific ticket, the emails are listed in chronological order down the page as a timeline of the issue.  This timeline even includes notes and emails sent from the responder to other departments in pursuit of a resolution.I cannot see how to acquire this timeline list using the API. For example, the ticket data does not seem to include any "thread id" or similar.Can anyone help?Kind regards,Bill