Using Freshdesk

Hi,it is possible to set a customer can see the tickets of other customers associated with the same company?EG customer AA (Company XX’s director) can see his ticket and also customer’s BB ticket (same company) 

Hello,We trying to make integration users from Azure( active directory) to freshdesk, and we trying to make automate user creation.  But when we done everythink, we get error “cannot be logged in as this user is not part of this organization”. We trying to find solution, but we dont have time, we want to start using grown plan and we have 370 users, and we dont want to create users with hand. Thanks i will wait for your respond.

This seems like a simple issue that must have been addressed somewhere. Please let m know if it has.When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there?  Thanks in advance!

Hello everyone,As you can see in the picture, we have toggled off the User Activation Email in Freshdesk>>Admin>>Email notifications>>Requester NotificationsBut each new contact will be still Unverified. How can I solve this problem? 

We’re excited to share this theme from Taaza Themes 🙌  Click here to preview this theme. The Granola Freshtheme is one of our best-selling themes. It has a modern and clean look featuring a hero unit to highlight a half-width image. It also features a tab navigation bar allowing easy access to the articles on any page of the support portal. The homepage has components that can be made visible/hidden: custom blocks, categories/sections, video blocks, and more.The colors and style of each component are configured separately – allowing full flexibility to brand your Freshdesk Portal. Also, when you purchase any Taaza theme, theme installation and branding services are included in the price. Header and Footer - Customize the header and footer, display your logo, change the background color, and include additional links. Hero Image – Showcase your portal with a hero image that represents your brand. The hero unit height can be adjusted as well. Custom blocks – These blocks are great to hig

What are people doing when you have a customer that is acquired or merges and starts going by a new name?  I’m finding there is no way to Edit existing names or merge with other companies, like you can for contacts.I would love to hear what other Freshdesk users are doing.

I would like to assign several companies to a contact because he is in charge of them. I used to be able to link multiple companies when creating a contact. Now it is no longer possible. Has something been adjusted ?

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks 

When I attempt to create a solution article from URL using the Article creation API, I get the following errors:  "description": "Validation failed",    "errors": [        {            "field": "title",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "description",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "folder_id",            "message": "This field cannot be empty",            "code": "missing_field"        },        {            "field": "status",            "message": "This field cannot be empty",            "code": "missing_field"        }    ]I have all of these values set in the API call.  I have tried all sorts of formatting to make sure that the values are the correct type as well.  I am using postman currently, but I have also tried just running this in powershell with the same result.  I am sure that there is some

Hi Guys, please i need help with creating a new ticket if a requester responds to a closed ticket. Is there anyways this is possible or has someone done this before?

Hi,I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details?Thanks

I recently faced the same challenge and started exploring different Dubbing AI tool. After testing several platforms, I found Dubbing AI to be one of the most efficient and accurate solutions out there. It uses advanced AI voice cloning, translation, and lip-syncing to make your videos sound natural in over 150 languages.What I like most is that it maintains your original voice tone and style, so the result feels completely authentic. For anyone creating educational, business, or entertainment videos, Dubbing AI makes global content creation super easy and affordable.

HiI’m a Freshdesk ‘newbie’. We are using the platform as a helpdesk to manage some contract creation with our various clients. It’s useful to keep the audit trail of all the dialogue, search for past work etc. My question is actually simple. I have set up freshdesk to send notification emails to my preferred email address. I would prefer to manage the ticket dialogue with the customer via email, rather than login to the web URL.Is there a way that I can have a two-way dialogue via email (outlook) and the emails all drop into the ticket audit trail?If not, does Freshdesk have a desktop app that I can use to manage the tickets, rather than login to the web url?ThanksMark

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 information? Thanks in advance for any help.

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]       

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 messageand this email reaches to client but doesn’t reach to Freshdesk. When we remove “Reply-To” everything works fine.What could be the reason of this issue and how we can solve it?I’d apprecia

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 8AM (EU time), therefore violating the SLA. When SLA follows the agent (group) this ticket’s SLA would

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 theme for Freshdesk has a lot of extended functions that aren’t offered in other templates: Internal pages with a bespoke design for excellent customer experience. Different homepage layouts with or without a background image. Additional formatting components in articles that make your content easier to read. DIY branding and customization with HTML and CSS. Advanced branding and customization from Freshdesk experts. Freshdesk portal homepage Additional formatting components in articlesEasy-to-use formatting components are a step forward compared to other themes. You can make your artic