Using Freshdesk

Mint compatible. It's a professional-looking and easy-to-use Freshdesk support portal. It's based on the Frio template which was customized according to the customer's goals. The following customizations to the Freshdesk template were made:branding (logo, colors, fonts, icons, background image)header and footer are the same as on the main websitehover effect on categoriesdifferent colors for different blocks8 category boxes with iconsdifferent wordingsAbout the Frio template for Freshdesk support portalEasily customizable. You can make changes in future or customize the template on your own.Universal design. The Frio theme fits many industries and businesses without major customizations. Mint compatible. Tell us about your needs and we'll create a bespoke look of Frio or any other theme for your Freshdesk support portal. Or get a template and customize it on your own. 

Hello Team,Is it feasible to have department segregation in one Fresh desk instance so the right queries can be channeled to the right users?Many thanksEsther

I need to trigger auto replies to emails by parsing key words out of the body. Example, one workflow goes like this:Order is placed, customer gets auto reply email generated by ordering system (that's already in place). But, our products are drop shipped from the supplier. They need to get a copy of the order automatically forwarded to them. I supposed we could integrate their email as a CC in the order auto reply, but we have more than one supplier.Once the supplier ships he will email us, This is where we need to parse the customer info to be used in an auto reply informing the customer the product has been shipped.My boss wants as much email automation as possible in the ordering process but there's just too many apps and I don't have a clue which ones will do the jobThanksCraig

Hello,Im looking for a solution to copy a part of the value from a ticket property to another ticket property to overcome the huge data correction activities. I know this can be done through API's but we would like to do it through available automation like dispatcher / observer.For example, i populate a group field, then i want to pick the last updated time of the ticket and populate it as a tag to arrive at some metrics, any ideas on this?RegardsSatya

Hello there,I'm trying Freshdesk in order to decide whether or not our company is going to move from JSD to another tool.I have added a custom dropdown field to my ticket form called "privacy" in which there are three options: "share ticket with my company only", "public" and "private".I need to know how to do the following things, if they're possible:have one of the option selected by default (I worked around that with an automation to set the field by default if it is empty, but I found it ugly)allow all other customers in my company to see this ticket if this option has been selected AND notify them by emailallow all customers to see this ticket if "public" is selectedIs this remotely possible?Thanks in advance !

When updating a ticket to 'resolved', the customer receives an email notification 'Ticket Resolved' which includes the text of the last note on the ticket, even if it's a private note.

i am trying to set a rule for web hook observer but i cant find Observer in the Admin > Helpdesk Productivity > Observer. section, Right now i have the trail account for the integration, Please guide me how can i set the rules for web hook integration

Moose is a high-tech and professional-looking Freshdesk support center theme. It features a light wavy design and easy navigation. Moose is 100% compatible with all Freshdesk functions and it will give your customers a user-friendly, engaging experience. This Freshdesk support center theme has several layout variants and color options. Additional formatting components and Font Awesome make Moose very easy on the eyes. The theme will fit those sites that want to attract traffic through the Freshdesk support center. Like all our templates Moose looks perfect on all devices because it is responsive and Retina ready.Additionally, our Freshdesk support center themes allow you to use your corporate colors and other elements to leave a professional impression on your users. You can either order Branding service from us or make changes on your own as our themes have advanced tools to let you make changes even without coding.Freshdesk support center templates from Breezy Themes:100% compatible

Hi, we deleted all our contacts in Freshdesk in order to start with a better organized situation again.While testing, I noticed that my emails did not go through to Freshdesk. After a long search, I restored the email address I used in contacts again.After this, I send another email, and now it went straight into Freshdesk!Does this mean, that once you delete a contact, and this person sends an email to the email address that is connected to Freshdesk, won't be able to get a ticket?(so, not creating a ticket via "New Ticket", but via the email address).Thanks for the info.

Hi,BackgroundI am planning to perform some automation around tickets on freshdesk. The natural way to achieve this is by tracking sub-tasks or sub-tickets for a ticket that was submitted by a user.The list of sub-tasks can be dynamic and require additional data source to create. So I would like an automatic process to generate the sub-tickets via an Api call.The questions- how can I create child tickets via the Api?   I cannot find documentation for this. - how can I list child tickets for a particular parent?- is it possible to view or update custom ticket status via the api.  if so - how can I know what value matches which custom status.With kind regards,Ofer

Due to the number of tickets we have, when I use the API to run customized reports I was running out of requests.  So I build a cache systems to get information once so I do not have to call it multiple times.  This worked great except now I am only getting 30 companies per request.  It is like the filter features was applied to the "All Companies" request.  How do we get around this limitation.  Calling each page and then joining the JSON to a single stream is mess load of code and unnecessary development.

Users report getting many multiple email notices that their ticket is closed.Reports coming from different users that after their ticket has been closed they get repeated emails that say:Subject: Ticket Closed - (subject of original ticket)Dear User,Your ticket has been closed.We hope that this ticket was resolved to your satisfaction, etc.....Has anyone seen this before or have any suggestions?

Greetings fellow users,I apologize in advance for this crazy long post but I though giving every a full picture, entertaining suggestions, would end up being a helpful read for the next person in my situation.  A sincere and humble thanks to all of you reading/posting your thoughts.The basics:I'm running a pilot project here in India with a very contained environment. FD is one tool under evaluation as part of that pilot.I'm using this as a level 1 with 3 agents, then one additional/different person as Level 2, then 3 people as level 3 one from each of my three external ISVs.  There's a real business reason Level 2 is separate from the agents getting the inbounds Here is the flow:We have a single helpdesk/call center for both sales person support and end customers.An inbound call/email will be triaged as either sales person (SEC) or end customer issue.Level 1 always open a ticket. Always. Once determining SEC or customer, the agent will use the available internal FAQs and tools to try

In portal customisation, in ticket details page using liquid code able to get only few ticket details but some of the information are not available. Working:          {{ticket.created_on}}  Not Working:          {{ticket.resolved_on}} Need to way to print or get, what are the available properties for the ticket details page. https://support.freshdesk.com/support/solutions/71599 doesn't provide details about ticket properties.

Hello we wanted to integrate to twitter and show the twitter handles on specific tweets in our forums on customer portal, did any one come across the scenario and implemented, any insight would be helpful

Barren is a user-experience focused, full-featured Freshdesk theme. It is a comprehensive, reliable and far-reaching theme that’s created to fulfill the very requirement that Freshdesk has set out to meet. Page layouts can be changed to suit your needs. Barren theme for Freshdesk can be easily customized and comes with a rich set of features to suit the needs of every type of business. It allows for an immersive experience and can be used by small, medium and large content websites alike. Installation and content integration are free. Preview a live demo of Barren Freshdesk theme.    Would you like a full-featured Freshdesk theme with stunning customizable features that corresponds to your brand style or has additional components? Check out Freshdesk branding and customization. 

Dear Freshdesk Team,Hope everything okay.I have two problems that I would like it fixed if possible:An 'Execute Scenario' that will re-assign the ticket to the creator (which is our agent too)A timezone for my country Amman, Jordan. which is +2 GMTThank you

I have created a scenario that assigns the agent to "Event Performing Agent" however when I execute it nothing changes. Scenario definition: Ticket before executing scenario Ticket after taking action looks the same as above even though the actions performed states that is was changed.  Setting other fields, like type and group works fine.   Please advise. Thanks.

I would like to be able to see a list of all tickets that haven't been responded to. Is there a way to filter the tickets to display those?Thanks!

This is a new theme

I'm creating freshdesk theme, how to find all template functions, lets suppose i want to add logo, want to add some conditions how can i do that. is there any template guide line or predefined functions?

It appears that if we delete a ticket and a customer replies to it, the reply is appended to the deleted ticket. It's hence never seen or noticed for action.Would it not be better for it to fork the response into a new ticket? or restore the ticket?Is there a setting or a work around to change this behaviour?

Hallo,is it possible to show the auto-response-emails in the ticket progress?Thank you! 

When I print a ticket in FreshDesk, there are ticket details on top of first page (see image). I would like to add a field with the name Company under the field Group. How does that work and where in FreshDesk do I have to change or add the field. Can someone help me? Thanks for your help and tips.

Is there any idea when the roadmap item is done? i really need to compose a new e-mail to some clients.Can i do it with a workaround until its availible.