Using Freshdesk

Hi Everyone,Just wanted to ask if anyone else is having bad customer support, I've been waiting 11 days for a response from the billing department, I've chased multiple times and no response.

Para los equipos que trabajan en atención al cliente o ventas en mercados hispanohablantes, es esencial conocer las fechas importantes y celebraciones locales.Que dia es hoy ofrece actualizaciones diarias sobre efemérides, festividades y datos curiosos. Es una excelente herramienta para planificar campañas, evitar errores de programación y conectar mejor con los clientes.

Hi,I'm trying to automate tag management: when a ticket is updated, I look at the value of specific fields to change the ticket tags.It works fine to add tags, but not to update them. My use case:In a given dropdown field, each value has an associated tag. I have three fields, and when the agent changes the value of any of the fields, the automation should change the tags too.By using a PUT request to update the ticket, it works if there's only one tag (one field with a selected value). If there are two tags, instead of updating the tags list, all new tags are appended to the list. Illustrating:old tags = [‘field1_tag1’,’field2_tag1’]new tags = [‘field1_tag1’,’field2_tag2’] → this should be the ticket new tags valueupdated tags = [‘field1_tag1’,’field2_tag1’,’field2_tag2’] → this is what shows in the ticket I'd like to know if that is by design or if I'm missing some inform

I was using freshdesk so many years without problemsI’v detected that my user than then me and email to soporte@mycompany.com are not been picked by freshdesk, so in freshdesk I have no ticket opened, but in my reail inbox I have a lot waiting for be solved.I use google bussinges account so when an email arrive to soporte@mycompany.com should will be redirected to mycompanysoporte@mycompany.freshdesk.com but when I try to send an email to this account I get a bounce  Esta es la respuesta del servidor remoto: 550 5.2.1 Mailbox disabled, not accepting messages - 14c89627-daa8-4433-ad58-a0a947ecd7cb freshmail [0b32af9e]  

We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I create a new portal or a custom section in the theme (we have a custom theme with Breezy)? I’m not sure what is possible.    

Hi,We want to connect some of the emails that are sent from our platform to the Freshdesk threads using `Message-ID` header. The problem is when we put Freshdesk inbox email to reply-to address, the email doesn’t appear in Freshdesk at all. Here is an example of the flowWe send an email to the client from Freshdesk similar to below From: freshdesk-support@company.comTo: client@email.comCc: platform@subdomain.company.comSubject: Some subjectBody: Email messageThen, our platform parses the email and stores the Message-ID headers and send the following email From: platform@subdomain.company.comTo: client@email.comCc: freshdesk-support@company.comReply-To: freshdesk-support@company.comIn-Reply-To: Initial message IDReferences: Initial message IDSubject: Reminder for some subjectBody: Another email message

Managing a support desk operating in one time zone only, but handling customers from multiple timezones, is a challenge. Let's imagine this:My helpdesk has 1 agent. This agent works in timezone EU. This agent handles both customers: Customer 1. Their contracted SLA with us uses business hours in EU, same as the agent.Customer 2. Their contracted SLA with us uses business hours in US, not the same as the agent. How can I set up Freshdesk to support this - so that:In a ticket queue sorted by "Due by" it is related to the specific customer's business hours, and not the agent group business hours? When I pull report on for example SLA violations, these SLA violations are related to the relative business hours of the customer?Example:Customer 2 reports a ticket that has a 1 hour resolution time. They report the ticket at 4PM (US time). The agent (working in EU time) resolves the ticket at

When we want to email a Suggested Solution as Inserted Content, the footer logo's get sized 3x or more when recieved in the email.How can we prevent this?Article:Email:Comparison: Any help would be appreciated.

Hi everyone,  How can I see what users have an active client portal account? Doesn’t appear to be any report.Can’t de-activate and customer from logging in.Can’t allow just a group of users/customer segment to use it (yes know can do to knowledgbase).Anyone found another solution that links with Freshdesk. Thanks in advance. 

I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.

When a user created a ticket, our agent converts into a topic. And we have adapted a behaviour to post the agent reply in the forum topic. However, we cannot find any user reply to the ticket as a comment on the forum topic.Is there a way to convert the user’s ticket reply as the forum comment? Else, the forum topic conversation looks very absurd when you have the user’s ticket topic and description on the top and all the comments are by the agents with no relation on what the user is asking about.

Moose Red portal theme for Freshdesk This template is fully compatible with Freshdesk Mint.Moose Red portal theme for Freshdesk has a modern wave pattern. The homepage layout features prominent custom blocks with icons overlapping the hero unit. These blocks have static links to any page on your portal. The search option is in the header on all pages, and your users can find it easily. Moose Red them

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

I’m new to Freshdesk and have been attempting to import our assets from a csv file.The importer seems to run just fine, but always fails on the date formats.I have set the date format to the default YYYY-MM-DD HH:mm, which is also the exact format used in the csv file.Is this a bug, or am I doing something wrong?

Is it possible to revoke portal access for a single customer?

I want to disable LOGIN and SIGN UP button. PFB : 

Hey there, I’ve been experiencing problems while logging in to FreshDesk via Firefox ( 99.0.1 ). When my agent tries to login it just reloads the login page. No problems occur when logging in with Edge. Here’s what I tried to solve the problem:Deleting Cookies and History (did not help)complete new installation of Firefox (worked for 24 h)Changing the role of the agent (worked for 24 h) Here’s the real mystery: We have a Log-in-again-after-24-hours-policy in FreshDesk. 24 hours after Using the “Change role” way we experienced the same problems again.But changing the role did not help us this time.Resetting the password did not help, either.Of course deleting cookies and history neither.But this time it was not just a reload of the login page but we got this: First this screen

Hello Everyone! 👋We’re all set for the upcoming Freshdesk Custom Objects walkthrough session by  ​@pranav.venuturumilli and Bindu , and I wanted to open this space ahead of time so you can get everything you need.✅ Have questions already?If you’d like our experts to cover something specific, feel free to drop your questions here in advance. Even if you can’t make it live, we’ll make sure your questions are passed along.🔗 Joining linkYou should have received the Zoom registration link by email, but in case you haven’t, here it is again: https://freshworks.zoom.us/webinar

Hi everyone, We are an OTA (Online Travel Agency) and we use FRESHDESK, FRESHCHAT and soon what used to be called FRESHCALLER. At the time this message is being written, we have different channels through which tickets are created. The main ones are Freddy the CHATBOT or via incoming EMAILS.CHABOT : We gather a LOT of data from the clients booking (booking date, traveling date, insurance etc.) and we structurally push this information via the CREATE TICKET verb of the FRESHDESK API at the end of the CHATBOT CONVERSATION. As a result, the custom fields are filled in and we are able to calculate PRIORITIES (via the AUTOMATION RULES) based on these fields.    EMAILS : Here the situation is a bit more difficult. Let me try to summarize what happens : One of our system (outside of FRESHDES

Hello,We’re using Faraday + s3 links provided by the Freshdesk API when fetching tickets.  We’re able to download ticket attachments but are not sure what format they’re in when they arrive.We need to be able to encode/decode these ticket attachments and save them to our own s3 instance.  These will be PDFs exclusively. Is this something we need to change in the Faraday settings?

I searched for existing queries on this, but I did not find this one… Is it possible to make solutions articles and categories accessible by Group or Agent Role? Meaning I want to categorize my Solutions Portal and I want certain people from my company to be able to access certain documents. I want each user type and/or Group to access only certain categories or articles.Is this possible? I know you can create segments for Customers and Contacts - but can you create segments for agents?   

We use Fresh Desk for providing support to both Customers and colleagues.  Some colleagues are agents, some are collaborators, and some are neither. I’m hoping to make the portal the go-to place for raising tickets and for accessing solution articles, but I don’t think I can prevent customers from accessing a folder that I only want employees to access.When creating a Folder I can make it visible to one of the below, but not a mix (my scenario would be that I want to all Agents (I assume this includes collaborators) and anyone linked to my company (that would be anyone who isn’t an agent) Has anyone found a solution for this?  I’m thinking that the only way would be to set everyone up as a collaborator (assuming that the above “all agents” does include collaborators.  

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.