Using Freshdesk

Hi,I´m evaluating Freshdesk to see if it can fit the needs of the company I work for.Consider the scenario where I want to populate a dropdown with 3-5 values depending on the selection of another dropdown. These 3-5 values are a selection from out of about 5 000 values.I would have hoped to be able to set dropdown custom field values through the API with values that are not predefined in the control through the admin interface but that is, when trying it, clearly not allowed.Any suggestions about how to handle this scenario?Kind regards,Niclas

Hi, i am a "Garden" user. My agents should answer customer questions on different channels. My customers can be divided into 2 groups. Import and normal. Normal customers can reach us via support@. Important customers can reach us via service@. My agents should work with both channels but i want to setup different signatures for each mailbox? Is there any chance to do this?The Signature Management App doesn't solve the problem because i have to chance the signature each time manually https://www.freshworks.com/apps/freshdesk/signature_management_app/ What's with products? Will i be able to setup different signatures by different products?

Is there a good way to automatically tag tickets when a canned response is used for them? Ideally, I'd like to be able to associate canned responses with certain tags, and every time that response is used on a ticket, the ticket gets those tags.I've tried Automations to update ticket tags on reply, but those aren't exactly what I'm looking for. Plus, I'd have to make an automation for every single canned response.

Hey all,I'd like to do a search for particular keywords in all my company's tickets. Freshdesk doesn't provide a search function for keywords so I figured I'd make an export of all tickets and do the search manually in Excel, because searching ticket by ticket when you have 1,000s of tickets is very time-consuming.Now that I've made some exports, it seems as if the body text of the tickets isn't included in the export. Doesn't Freshdesk provide this option? Thanks in advance for your help.Gregor

Is there a way to remove or hide the SPAM option on the drop down menu in Freshdesk? I looked at the Roles permissions and didn't see a way to turn that off. Some individuals are a bit click happy and for some reason the Spam option is right next to the Print option so it's really easy for the quick clickers to hit that and make tickets disappear.  And since freshdesk doesn't search for tickets in Spam/Trash, for whatever reason, it kind of causes issues that would be avoided if we could remove that from base agent screens.  We don't have an issue with spam in general, so nothing ever goes in there unless we send it. 

Hi!. How can I reply to my customer and his/her boss?Thanks!!!

Hello Community,I am using the DEMO-Version of freshdesk at the moment.It was working fine until last friday... But then I got the following problem: I can see tickets if I creat them by myself (Admin/Agent). Ticket #1If I ask a test customer to creat a ticket. The system tells me, that I got a new ticket and I have to refresh the website to show it. But after refreshing there is no ticket in the system. (Sidenote: If I creat a ticket by myself again as Admin/Agent after, I see the ticket. But not with the following number. It means to me that the customer ticket is hiding somewhere. There are NO filters activated or something else like distribution in a groupe or an automatisation, so im wondering where the bug is).So maybe could somebody help me?Thanks in advance!

Hi there,coming from zendesk we´d love the automation to set the status to "waiting on customer" once an agent has replied to an ticket (NOT making internal notes).How to do this in Freshdesk?Thank you

 Sometimes when an Email conversation with a customer goes back and forth too many times, the customer gets frustrated, and a phone call might wrap things up easily.  Is there a way to either limit the number of Emails on a ticket, or at least notify the manager that an excessively long Email conversation is taking place?Obviously, a limit would require an override ability for those occasions when many back-and-forth Emails are warranted.

HiI've just had a customer add a private note to a ticket. How and why is this possible and how do I disable it? Is this a bug or a feature?Since it was a private note, it did not reopen the ticket that was already closed, and agents did not get notified about it.Customers should be able to just add regular replies to tickets so that agents get notified and ticket gets properly reopened instead of staying closed. I thought the private notes are just for agents to add extra info between themselves about the ticket.

Hi,We are a small business and manage our support through email. We would like to be able to close a ticket without having to log into Freshdesk - can this be done via email or setting up a rule?ThanksNeil

Got 4K spam tickets because captcha was not enabled.Any idea how to delete them quick? "Select All" function only allows to delete 30 at a time.

 Given my example below, this was just a basic search of all tickets by a keyword and there is no checkboxes next to them to perform any actions such as Delete or Assign which is a bit ridiculous. Ive had to process around 500 tickets manually today to delete them because they were spam. YES, I know about creating an automation rule for this but thats not the point. It would be nice to have a bulk action item list when performing just a basic search of tickets by keyword. Several of your competitors have this, please consider it in the future. .

Hi there, I receive an 'Invalid JSON' error when trying to create a ticket using JSLint validated JSON via the API. Please see for reference:{ "description": "Test", "subject": "Testing Country Tags, Please Ignore", "email": "test@test.com", "status": 2, "priority": 1, "tags": ["United Kingdom"] }The contents of 'description seem to have no impact on this error. Could you help me with this, please?

When I respond to a requester on a ticket, I click "Send and set as Pending". When the customer responds, I get two emails: one notifying me that the customer has responded and another notifying me that the ticket has changed from "Pending" to "Open". How do I turn off the "Ticket re-opened" notification?

 We are having an issue where the automated emails notifying people that a new ticket has been created or they have been assigned to it are not being sent.Physically triggering a response email sends without issue, but the automation sometimes does not seem to reliably send out messages. This has been going on for a few days. What information do you need from me to help resolve this issue?

Hi,I did a automation to send an e-mail if a ticket is open more than 72 hours and there isn't any interaction from the agents.The problem is that after the 72 hours, at each hour the e-mail is sent, and I want't only the first e-mail.Can you help me?

Hi,Since yesterday I cant change or add more "Type" options in the Ticket Fields.When I save the options that I need, appears  an error: Your ticket field could not be saved. Please try again.This error only appears in the Sprout Plan. The Blossom Plan dont have this error.

 After migrating my plan I cannot see my tickets anymore, I am getting an 500 error on the following endpoint:https://<company>.freshdesk.com/api/_/tickets?exclude=custom_fields&filter=all_tickets&include=requester%2Cstats%2Ccompany&page=1&per_page=30I am also getting this error on a notification:"We're sorry, but something went wrong"Anyone else had this problem?Thank you

Hi Everyone, Lots of users requirements to developed "Freshdesk & Freshservice Dark mode theme". Mint compatible. It's a professional-looking and easy-to-use Freshdesk & Freshservice support portal. It's based on the "Dark Mode Theme" for client eyes comfortable and looking beautiful theme which was customized according to the customer's goals.The following customizations to the Freshdesk & Freshservice template were made: branding (logo, colors, fonts, icons, background image)header and footer are the same as per your website according.there is four costume blocks and category, folder & article-view page has attach side bar category section. About the Dark Mode theme template for Freshdesk & Freshservice support portal Easily customizable. You can make changes in future or customize the template on your own.Universal design. The Dark theme fits many industries and businesses without major customization. Mint compatible. Tell us about your needs and we'l

Hi Folks,I am from Brazil. I am an entrepreneur and really want to innovate in my business market: International trading and Logistic, Inland Transport and Customs Brokerage. All solutions integrated being managed by myself or by developed parters.Could you help me to hint how can I use the Freshwork to create a real innovative experience for the Customers and Clients?Thank in advance for the comments.Danilo Sena - CEOsoulinternational.com.br

Hi everyone,Currently, Freshdesk completely lacks functionality for the theme management:There is no option to import a theme. You have manually copy and paste the code of each template file. This is very frustrating.There is no option to export a theme. Again, if you want to create a backup you have to copy and paste the content of templates to your local files manually.There is no way to upload several themes and switch between them to check which one looks best for your support portal.Only the user who makes the changes to the theme is able to preview the theme. Please add functionality so other agents will be also able to check the changes.

My first ever theme

Hello,It would be very useful if we could have a new section in the portal that is customer specific bringing in about more dynamic and customized portal experience.For example, I would like to have a new page displaying the count of ticket types(Support/ Maintenance/ Others) raised by the customer along with the ability to add and view the customer specific documents (attach files).Any idea of how this can be customized?Thanks!Meghana

I receive a notification for every ticket that is re-opened in addition to the comment itself. I don't need both. So I want to turn off the re-opened notification. I found this, however it looks as if the solution (change setting in Observer) has been deprecated: https://support.freshdesk.com/support/discussions/topics/299291 What's the best way to turn off that notification now?