Skip to main content

Visit Freshworks.com Visit Freshworks

Groups
Events
Insiders Program

#2024Wrapped – Happy Holidays!!! 🎉 Here’s to an amazing 2025! 🚀

23 days ago

Community
Using Freshdesk

Using Freshdesk

CX and Customer Support

4790 Posts

rzagazaryanApprentice

asked in Analytics, Reports & Dashboards

Using Custom-Made Dimensions in Reporting - is it possible?

Hi all - I am creating custom fields for certain tickets and would like the ability to report on it. Is this a possibility? Or would I have to export the data and report on this outside of Freshdesk?

MWSApprentice

asked in Apps and Marketplace Integrations

Dropdown Type adjusted to Roles/Groups

Hey everybodyI was googling and searching for this for a while now, and I have not found any solution as of now. I have several teams working with Freshdesk, and we decided that they can have a dropdown for a certain type, so we are able to analyse what kind of requests are coming in. All three teams have different cases and now everybody has a huge dropdown list with different choices. I would love to set up a dropdown for a certain group/role. So that Role/Group A only sees the dropdown for Group A and Role/Group B can only see the dropdown for B. Is that in any way possible? Kind regardsMike

rzagazaryanApprentice

asked in Analytics, Reports & Dashboards

Analytics and Reporting - Can we sort a pivot table with multiple metrics?

Hi all - quick question. I am trying to create a pivot with Ticket Type, Unresolved Tickets, and SLA Adherence %. Then sort by Open Tickets. When I have more than 1 measure in a pivot table, it does not allow me to sort anything anymore. Is there any way we can bypass this? Or is there no way to actually sort when 2 measures are in the ‘values’ field.

viktororlykApprentice

asked in Portals, Emails & Other Channels

cti_global_sidebar as background

My task is to add icon in `cti_global_sidebar` which will open email client with some populated info. How can I do that? the problem with default thing I don’t need that popover at all I want to run it in background. And it must be placed at that sidebar

mannsFeatured Influencer

asked in Getting Started

Freshdesk versus Salesforce?

Hi all, this isn’t an opportunity to pan Salesforce but rather that I’ve a customer who uses Salesforce and is looking for alternatives.What can you, as a customer that has moved from Salesforce to Freshdesk (or considered both and chose Freshdesk), tell me about the differences?Thanks for your help.

gautam.goyalApprentice

asked in Apps and Marketplace Integrations

TDL Tatadigitalsit. server less app "Search brand/ITSM ticket app" not working post version upgrade. Need immediate help

We are having issue with search brand/ITSM ticket serverless app on SIT(https://tatadigitalsit.freshdesk.com) Environment post version upgrade.We are able to pack & deploy on server but can’t execute. Basically, nothing is invoked in the app. Example 56638 tried from server nothing happened. Console logs are also not available in logs When same is tried from local it is working fine. Example 56636 when hit from localPlease see log at your end or provide your time for the same Impact:XXX Go Live 6th Oct XXX Improvement Other detailsApp Name: Search Brand/ITSM Ticket Node version: v14.18.1 FDK version: v8.6.3App Live Version 116.0

JKB57Top Contributor

asked in How do I....?

Sexist Message in Freshdesk User Interface - Please remove it from your software immediately

Hi Freshdesk Team,Please remove the message “It’s a bird...it’s a plane...it’s Supportman!” from your software. This is sexist and it offends Support Analysts who identify as female. See the screenshot below. That appears from time to time when I refresh a list of tickets.

schulitApprentice

asked in API and Webhooks

Freshdesk organizations merge

Hello,we would like to merge two Freshdesk organizations. What is the best way to proceed here? kind regardsJan

JohanAnalistApprentice

asked in API and Webhooks

Exporting AHT data for BI solutions

Hi all,How do you other Freshdesk users measure and report on Average Handling Times by agents?We have recently abandoned the use of a Marketplace app to track how much time agents spend on tickets. This uses the Timelogs feature in tickets, which can be reported on at Reports > Timesheet Summary as well as on the API endpoint: https://developers.freshdesk.com/api/#time-entries. Recently, we've moved on to the newly added Average Handling Time feature by Freshworks. We found that we're only able to report on the entries through the Curated report provided by Freshworks/Freshdesk. The entries aren't available through API which is a great strain on our Business Intelligence efforts.

MckHelpDeskApprentice

asked in Knowledge Base

Options for backup of Freshdesk solutions content

Hi,Now storing a lot more “solutions” for our help desk staff. What provision or options do we have to make sure we do not lose all these valuable notes? I see an export to xml but not very user friendly and would have to remember to periodically download and store the data. Thanks,

JKB57Top Contributor

asked in Ticketing & Agent Productivity

To many keyboard presses needed to enter times like 5 minutes when logging time

How do I easily enter 5 minutes when I log time? Entering 00:05 or 0.083333333 takes too long, and if I enter just 5, it gets interpreted as 5 hours. In other excellent tools like JIRA Service Desk, you can simply enter “5m” for 5 minutes. In fact, any minute amount that does not easily convert to decimal format is hard to enter. For example, 5, 10, 20, 25, 35, 40, 50, 55. You should provide an easy way to enter values like that.

mithunApprentice

asked in API and Webhooks

Duplicate tickets creation

I have a WordPress site with Gravity form integrated with fresh-desk. All the data are properly coming through the website to the Freshdesk portal but the issue is that whenever the user field one form it creates 2 tickets in the Freshdesk portal. Not sure why 2 tickets are created, it should be only one.

pedrolunardiSkilled Expert

asked in Automations and Workflows

Update automations

Hello guys. How are you?Currently, when we put a condition that considers the description text, Fresh understands that it's just the FIRST message sent via description, correct?Has anyone ever needed to do an automation that looked at any message sent, regardless if it's the first one or not? Any palliative measures for these cases?I think of this for subject and keyword mapping automations. It would be nice!

studenthousingworks.com

asked in API and Webhooks

3rd party vendor activated triggers

I am working with a student housing business and I'm struggling to implement automation for certain mundane tasks. The student housing business is a middleman between the student and landlord. Sort of like an airbnb but multi unit buildings. One primary nuance is my inability to set up some type of trigger that would be set into action upon a response from the multiple landlords who manage the apartment buildings. Some of the buildings have an ever changing list of room availability and the landlords do not have systems in place to track the room availability (inventory) in real time. To be able to effectively provide up to date availability to students, there needs to be a way to retrieve availability from the landlords, sometimes daily. But it has to be a very simplistic method for the landlords. Perhaps availability can quickly and easily be updated by the landlord If an email could be sent with an imbedded API capable form consisting of tickable radio buttons followed by the variou

JKB57Top Contributor

asked in Ticketing & Agent Productivity

How to edit ticket summary field if another agent originally entered it?

How do I edit the Freshdesk ticket Summary field if another agent originally entered it? One of my colleagues is away this week, so I took over his ticket and set myself as the Agent. However, when I went to update the Summary that my colleague had originally entered, the Edit button was invisible. That makes no sense. I’m now the agent on the ticket. I should be allowed to edit the Summary. Please tell me how to do it, or please fix it if this is a bug. This is a very common use case.

AFerlinApprentice

asked in How do I....?

FreshDesk Access Security

Is there a way to restrict by domain who is able to create a freshdesk account. We want some sort of way to ensure random/ancillary people aren’t accessing our freshdesk site.

SophiebellApprentice

asked in Analytics, Reports & Dashboards

Hi,I was trying to create a team dashboard and the regular dashboard just disappeared. I can’t see anything anymore. Could you help me with that ? Thank you,

JKB57Top Contributor

asked in Ticketing & Agent Productivity

Freshdesk Out of office error: Start time should be at least 15 minutes from current time

When I tried to set an out of office schedule that starts less than 15 minutes into the future, I get the error “Start time should be at least 15 minutes from current time”. How do I remove that 15 minutes buffer? I should be able to set an out of office schedule that starts immediately. Why? Here are two (of many) possible reasons:I am seriously ill and I need to leave the office immediately. I am on vacation already and I just realized that I forgot to set my out of office schedule.Why the heck do you have this 15 minute buffer? It makes utterly no sense.

masterchrisApprentice

asked in How do I....?

Dropdown Items Migration

Mabuhay!Is there any chance we can migrate or import dropdown list?Thank you

JKB57Top Contributor

asked in Ticketing & Agent Productivity

Where is the format painter button in Freshdesk?

Does the Freshdesk “email” editor have a format painter button like Outlook’s excellent email editor? I couldn’t find such a button in Freshdesk. See screenshot below. We need this functionality. It is a time saver.

cameradoContributor

asked in Contacts & Companies

Trying to import csv from another CRM - Freshworks tells me to input mandatory fields: Emails, External ID - WHERE?

Hi - Trying to import csv from another CRM (contacts), Freshworks advises me "to make sure every record is imported, check if your file has data in these mandatory fields" A popup then says : Fill any one unique fieldEmailsExternal ID … WHERE are those fields supposed to be? I cant see them on the mapping or original csv I'm importing. Do I add them? Kindly clarify, confusedly, Jason

RuslanApprentice

asked in API and Webhooks

Can't import attachment for message created by a customer using Freshdesk Rest API v2 - “Attachments on individual customer message was not imported due to Freshdesk API limitations”.

I have Enterprise plan and use Freshdesk REST API v2. When I trying import of file to message that was created by a customer(not agent), Freshdesk API returns error with status 403: {"code":"access_denied","message":"You are not authorized to perform this action."}. How I can import attachments for such messages?

Jagadeesh_kanumuriApprentice

asked in Contacts & Companies

how to import my domain (Companie) mail id into freshdesk as contact

how to import my domain (Companie) mail id into freshdesk as contact

DeskElfApprentice

asked in API and Webhooks

Data Import From Admin > Account Settings > Export Data

As the account admin I “Create[d] an XML file with all [my] data from this Freshdesk Support Desk account.” at Admin > Account Settings > Export Data. I now have a .zip file that contains .xml files for tickets, users, groups, companies, and solutions. This is perfect, but I want to be able to import this back into my Freshdesk Support Desk account after making a change to the .xml files. Please see my comment below for my attempts.

andy.beamishApprentice

posted in API and Webhooks

Errors Importing from Zendesk

Hey guys, A few weeks back I managed to get >90% of out last few years Zendesk tickets imported. Just finished the code to convert phone calls to tickets so I thought I'd import the last 3 weeks tickets, comes to ~250 so not many. It doesn't seem to import any of them! They all error with: "It should be one of these values: '[our list of call types]' I'm hand checked the Zendesk tickets and for the most part they do have a call type that matches the list in Freshdesk. I must be missing something if the import worked fine last time. Regards, Andy

1
...
58
59
60
61
62
63
64
...
192

Page 61 / 192

Badge winners

Karel_Vlčekhas earned the badge Wizard of Creative Thinking (5)
Belinda IAhas earned the badge Lightning (Mc)Learner
FluentBithas earned the badge Helping Hand
peter42has earned the badge Lightning (Mc)Learner
russell_16303has earned the badge Lightning (Mc)Learner

Show all badges

Powered by Gainsight

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK