Using Freshdesk

Hi,When forwarding emails out of FD, if the recipient wanted to place notes and send them back into the queue, how would that take place? 

Hello,I can't seem to find a Reply button created by Contacts without an email. The Reply button shows up when I tried entering a random email.How do I enable the Reply button without having to enter an email for contacts?

Hello, I have been unable to login to freshdesk for three weeks now and requesting a password reset link does not work at all. I emailed support and they sent me a link to sign up for a support account. This is not what I asked for and when I sent them a reply email explaining what it was I was actually looking for, they did not respond. Does anyone know how one goes about getting their password reset when they are an agent?

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 Freshdesk,We are working now more than 6 weeks together to fix my ssl dns settings for my fresh desk page. And we tried to put the dns for freshmarketer. And both still doen't work. Both servers are worthless at the moment.Can you explain me what we are doing wrong? I am going to believe that your service will not match our requirements and that your customer care is not able to fix te problem. Please make sure that someone calls or email us with expert knowledge of dns setting. Please make sure that some generally customer care employe with no knowledge of dns settings will call me, because that will not fix the problem.Please help!!Niek

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.

Hello Freshdesk Team,we can't turn on the requestor notification and customer survey in multi languages, because it will always send the English notification instead of those for other languages.   The problem appears to be that the language recognition for new contacts always as english, while our customers are in german. I would appreciate it if you could look into this.

When I try to connect to the Freshdesk this error shows up:Scheduled maintenance is under progress We will be up and running soon, Please check again later.Click here to go back to homeAddress https://ditoken.freshdesk.com

 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

HiMy account does not send any type of mail, I cannot respond to my clients and I do not receive any of the notifications that I have active.Note: tickets arrive but I cannot answer my clientsThanks.Bye.

I realize there are a number of threads here with a similar topic, but they are marked as answered and I wanted to make sure this gets attention as it is still happening. Just as in the other threads, I am trying to setup DKIM for my email address, but am unable to do so as when I click create it takes me to the old login screen and then crashed upon login.Would love to get this fixed.

I'm looking at the API documentation for filtering tickets here: https://developer.freshdesk.com/api/#filter_ticketsUnder the highlighted 'notes' section, it states:1. Archived tickets will not be included in the results2. The query must be URL encoded3. Query can be framed using the name of the ticket fields, which can be obtained from Ticket Fields endpoint. Ticket Fields are case sensitiveIf I look at the Ticket Fields endpoint as suggested, I see that 'description' is listed as a valid ticket field. However, if I try the following query I get an invalid field error:curl -v -u "${API_KEY}":X -X GET 'https://bitx.freshdesk.com/api/v2/search/tickets?query="description:%27Test%27"'{"description":"Validation failed","errors":[{"field":"description","message":"Unexpected/invalid field in request","code":"invalid_field"}]}

For each customer, i have generated an url to login to Freshdesk from my asp.net app and it worked. Here is example link: https://danhvyhthelp.freshdesk.com//login/sso?name=Vy+Tran&email=danhvyht%40gmail.com&timestamp=1586769870&hash=7eb3ef430e1e6f5f2dd3d8d2f53419eaCurrently, that url is not working and redirect to https://danhvyhthelp.freshdesk.com/login/normal how can i resolve this issue?

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

For some reason, Freshdesk logs me out of the system at least once a day while I am working on a ticket. This happens for everyone in our organisation too. Only does it once per day, usually within the first hour of using the system and always mid way through working on a ticket.Any ideas what could be happening?

When creating a new JIRA using the JIRA Plus app, you get a form with the fields to populate. In the top right corner, there is the possibility of selecting optional Jira fields to be displayed.Once it is selected, the optional fields are shown, tick boxes checked and saved. The selected fields are not displayed on the form. Has anyone seen this?

I'm in charge of the Amara help forum. So far, none ot the topics marked as spam by the filter were actually spam. The spam issue is rather with tickets, because they can be created by hst sending an email to some @amara.org addresses, whereas in order to post on the forum, you have to create an ID. The last instance of a forum topic falsely tagged spam by the filter was the perfectly legitimate https://support.amara.org/support/discussions/topics/314491. Could you explain what triggered this false positive, please? Thank you in advance.

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

Has anyone found a third-party app they can recommend using to retrieve data from requesters in one go? Currently, the canned forms FreshDesk has launched lacks professionalism in looks and doesn't provide the ability to add attachments which would be ideal when handling warranty requests!Any suggestions?

Hi - I am trying to get reports split by second (or third) level of a dependent variable. I am aware of the function to filter by all levels of the dependent variable but actually would like to see it in one graph. Does this work in the build-in reporting?Thanks :)

Hello,I've set up an e-mail at Amazon Web Services Workmail, "email@company.com" (not the actual email), to automatic Forward e-mails to my "email@company.freshdesk.com" (not the actual email) but the e-mails are not arriving at my FreshDesk.What I've tested so far:- Send email from a GMail direct to "email@company.freshdesk.com": Works- Manual forward email from a GMail direct to "email@company.freshdesk.com": Works- Send email from another AWS Workmail to "email@company.freshdesk.com": Works- Manual forward email from AWS Workmail to "email@company.freshdesk.com": Works- Send email from "email@company.com" to "email@company.freshdesk.com": Not Works- Manual forward email from "email@company.com" to "email@company.freshdesk.com": Not worksThis is a big problem and I dont know what to do or how to proceed to sort this out.Any help will be appreciated.Thanks in Advance,Eric Akira

I'm unable to make it work in a stable way. Sometimes works, sometimes don't.After reading this two tutorials:https://support.freshdesk.com/support/solutions/articles/217630-single-sign-on-using-saml-auth0https://auth0.com/docs/protocols/saml/saml-apps/freshdeskHere's my SAML2 configuration:{ "audience": "https://myteam.freshdesk.com", "mappings": { "email": "Email", "given_name": "User.FirstName", "family_name": "User.LastName" }, "nameIdentifierFormat": "urn:oasis:names:tc:SAML:2.0:nameid-format:emailAddress", "nameIdentifierProbes": [ "http://schemas.xmlsoap.org/ws/2005/05/identity/claims/emailaddress" ], "signatureAlgorithm": "rsa-sha256", "digestAlgorithm": "sha256", "lifetimeInSeconds": 3600, "signResponse": true, "createUpnClaim": false, "passthroughClaimsWithNoMapping": false, "mapUnknownClaimsAsIs": false, "mapIdentities": false }Application Callback URL: https://myteam.freshdesk.com/login/saml (also added to Allowed Callback URLs)Al

Our reps are asked to reply to tickets in a FIRST IN, FIRST OUT order.Specifically, reply to all OPEN TICKETS, with the ticket that has been "WAITING SINCE" the longest (not the total age of the ticket). In ticket view, you have the ability to add a column called "Waiting Since".The sort by command, however, does not provide this field for sorting.The closest is "Modified Since" but that has many sigificant flaws to it (modified since date changes if you add notes OR even open a ticket).Can we get "WATING SINCE" added as an option in SORT BY?Is there another way to view OPEN sorted in this fashion?Thanks in advance,

We are finding that our users just aren't taking the time to look at help documents.  We have a nice library of solutions and our agents largely reference them when replying to tickets.  As much as I love the type-ahead search capablities, it's not reducing ticket creation.We are pretty confident that we have to deliver the solutions at the point they are needed.  In other words, the solutions need to be available when the user is using a given feature in our website.  To provide context-sensitive help, we realize that we have to have a much more robust means of isolating/categorizing a given solution.Here's what we think will work (using existing features in FreshDesk) and we'd love to hear feedback from others that have attempted similar implementations.In a nutshell, we are going to build a local store of the solutions and utilize unique keywords (tied to specific features in our site) as a means to query certain solutions.  We'll use the API to extract the solutions from FD and bui

I want to create a notification (or supervisor rule) on Freshdesk Mint when an agent reply to a ticket is sent but not delivered. This thread here says it's not available, while in your release notes it is stated "Mail delivery failure notification for compose email in Mint". Can you please help me on how to send an email notification when a message is not delivered?