Using Freshdesk

info_17338

Apollo Theme for Freshdesk and Freshservice

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)

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info_17338

Freshdesk Support Theme for Retrotouch

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

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greg_20714Apprentice

Using CSS Framework

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

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abhishek.dhulipudiApprentice

Freshdesk Support Portal Theme

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.

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sr.venkatesh1324Apprentice

Create a ticket without mandatory field via API

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.

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annekatrin.freeseApprentice

Emarsys API connection possible?

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

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timhuehnergarthContributor

Customer delete ticket

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?

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haroldApprentice

How do you send precise information about a ticket author

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

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bill.mclaughlinApprentice

Timeline view

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

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niclas.junsvedApprentice

Populating dropdown

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

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heinzi_stefanApprentice

Different mail signature based mail channels

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?

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dylanApprentice

How to associate tags with canned responses?

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.

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marketing_18527Apprentice

How can I export the content (body text) of all my tickets?

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

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m.davisApprentice

Block use of Spam option on tickets

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.

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dcrombergApprentice

Replying to a group

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

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timhuehnergarthContributor

Can't see tickets from customers anymore.

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!

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snaApprentice

Ticket send and status "waiting on customer"

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

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rod.nunleyContributor

Reducing Email back-and-forth

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.

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leo.moisioApprentice

Customer added a private note to a ticket

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.

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neil_19652Apprentice

Closing a ticket via gmail

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

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ehomyakovApprentice

How to delete 4000 spam tickets?

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.

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steve.gossettContributor

Basic search of tickets has no bulk action items to perform ???

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. .

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bella.bellusciApprentice

Invalid JSON

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?

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derekantricanContributor

Turn off "Ticket re-opened" notifications

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?

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