Using Freshdesk

I'm trying to set up our responses and alerts in a specific way and I'm wondering if anyone else in the community has this set-up.  We're a small shop and there's a lot of coverage overlap.  We also are used to using Footprints and responding to tickets primarily via email.FD now sends multiple alerts to agents and requesters for every update or comment or change or reply.  I'm trying to simplify the flow without losing important communication.  The biggest issue is that there's confusion between emails sent out that are alerts, or informational ABOUT the ticket, but not having anything to do with the actual communication between user and agent.  I want to limit that, and I thought I had.  But if I can't limit it, I want it to be "named" the same thing.  If a ticket is updated because its status changes, I don't want a new email to go out with the subject "Status Change: Ticket Title" because that creates a new email thread.  Then agents complain they get too many emails.  They want to

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

I have one support e-mail x@x.x assigned to „IT” group. When customers send messages to this e-mail all Agents assigned to group „Dział IT” received notification. Since one or two weeks email notification for: Ticket Assigned to Group stoped work.Someone have simillar issue?Of cource i this option is enable in panel.

 When posting a private ntoe it does not stop the response.  eg, if we call a customer rather than reply then we update with a private note to say "Called customer" then the response is not met.  If we add a public note then the response is met.There is too many cases of the engineer not changing to public note which is causing the response timers to not be accurate.  Is it possible to disable the private note option or even make the public note the default option?We treat all tickets on the system as being able to be viewed by the customer at any time so we really do not have any need for the private note function.

Hi! I am trying to find out if its possible to have a requirement for 2 agents approve an article for publishing rather than just one?

Hello,normal, the  communication is initiated by emails from the client.In some cases we need to start the communication to clarify some questions recarding his order. How can we do that in freshdesk?Thomas

Our Atlassian domain is not public. We followed your instructions here and have whitelisted your USA IPs already. Still getting a validation failed error. Where do I go from here? I have not done this part: "For users who are using on-premise JIRA, can make the JIRA domain public by downloading ngrok (check out their website for information on download and installation procedures)." Their instructions are not specific...is this to be installed on the Jira server or on the users' desktops/laptops?Thanks.

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.

Are there any consultants I can pay to help us get set up? Where would I find one?

I keep getting notifications about new posting in the forum. How do I turn those off.

Where is the best place to source and hire developers to create custom code for the support portal page(s)?

We use Freshdesk for multiple departments in the company. Not all departments are customer facing and we only want the ticket types for customer facing issues to be displayed on the portal. How do I hide a specific ticket type from customers on the portal?

Hi,When I've responded to a ticket I usually Send and Close the ticket. after that I usually want to add tags and set the ticket type etc in the panel to the right, but this seems impossible as freshdesk returns me to the list of all tickets. is there any way to turn this redirect off? I don't have that "zen mode" turned on so it can't be thatThanks,//Svante

I need to add a priority level - something like 'Waiting on Customer' for the tickets instead of the generic low, medium, high and urgent.  I can't find where to modify those.  Anyone know?

We do not want all new contacts to get an activation email, so we have turned off "User activation email" in Admin > Email Notifications > Requester Notifications.Unfortunately, with this setting change, contacts that are cc'd on tickets are not longer automatically getting the activation email.Could you please add a "User activation email" option to the CC Notifications so unverified contacts who are cc'd get an activation email?

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,Email messages sent to our support email address which was configured with Fresh Desk have been automatically creating tickets up until Monday at which point it stopped working.A couple emails sent yesterday somehow worked, with a ticket getting created for them. However, the vast majority have not and we have had to manually reply to everyone sending support requests, because it seems freshdesk is not working properly and creating the tickets when an email is received.please help

Hi,Is it possible to add filters in viewing mode? The use case is that a FreshDesk supervisor wants to create one report that is available for 2 teamleaders.The teamleaders can view the overall results of both teams and should be able to filter on groupname, agent name and creation date, but shouldn't have access to modify the report.Is it possible to grant filters in viewing mode?Thx for your suport

Hi allThere have been past problems with Edge and I know everyone hates on Microsoft's browser but it's 2019 and we haz teh libraries - cross browser is NOT that hard.... -_-Can we please get the paste (in my case, from Office products) working in Edge?Some of my clients have locked down environments so can't install Chrome or Firefox even if they wanted to....To reproduce:* copy a table from Excel or a paragraph from Word* paste into a note on a ticket. The Keep/Clean dialog appears.* click either button - nothing happensThe lucky ones go to another browser to finish the job. The rest cry in their lattesI'm using Edge 44.18362.329.0with EdgeHTML 18.18362Thanks guys - keep up the good work :)

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.

Hello, I have 2 languages on my freshdesk solution, english and french. I created 2 more ticket status on my English side (New and Waiting for third party) and after translated them into the "Translate ticket field".My issue is that the translation work because i can see my new status on franch agent side when i work on the app, but on the customer portal my new ticket status stay in english.On the agent side:On customer portal :I'm always in trial and will go to the blossom plan after that, so i don't think that the customization of the portal is a solution. Thanks,Cédric

I'm having issues with the new Workflowmax app that's recently been made to work with Freshdesk Mint. I did a test run of it - logged some time to a ticket and when I click Sync time entry to Workflowmax it opens a side window briefly then closes and says Server error try again later.

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.