Using Freshdesk

Hi Freshdesk Support,I’m unable to edit or add a background image or icon in Freshdesk, even though I have Organization Admin permissions. Currently, I can edit the HTML/CSS and pages, but I can't find any option to add a background image or icon to my portal.At the moment, I'm using icons from the default Freshdesk data. The image “Picture 1” shows the option I’m looking for, while “Picture 2” shows my current theme editing workspace.Could you please advise how I can enable or access these options?Thank you.

Hi,When a customer submits a ticket via the Customer Portal Form, then for us it is necessary to get his/her phone number and address. Fundamentally the phone and address data are part of the Contact record.Therefore I do not want to create additional custom fields for them, because they would be duplicated this way. What is the best way to collect such data via the Customer Portal Form, even if the data will not be populated with the built-in contact fields used for the same purpose. Thank you for your suggestions!

When a user (not admin) views their ticket tab and tries to export tickets, the set date option no longer displays the fields to specify the date range. 

Hi, I have had a freshdesk account for several years. today I sawis this message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account is https://poderjudicialvirtual.freshdesk.com/ Everyday I get around 50-60 tickets. It is kind of urgent for me to solve this. Any suggestion?  Thanks a lot in advance,

I created an automation to create a new freshdesk ticket my ticket is closed.I have a required dynamic ticket field with Level 1 and Level 2 values. However, some of my Level 1 do not have a  Level 2 set up.    "custom_fields": {        "cf_product_selection": "{{ticket.cf_product_selection}}",        "cf_functional_area": "{{ticket.cf_functional_area}}",    } My webhook is failing  "field":"custom_fields.cf_functional_area","message":"It should not be set, as input is not expected" I tried         "cf_functional_area": "{{ticket.cf_functional_area || ''}}" but it’s still not working. how can I have it check if the ticket has this field and exclude it from my json?  

Creating this thread on behalf of ​@Karel_Vlček ‘s behalf who raised this in the discussion:  In ​@Karel_Vlček ‘s own words -  I would like to analyze the behavior of the Workflow Automators I create. Whether they respond to events, how they behave, and why they don't work as expected. How do I view the logs?

Goodmorning, All of a sudden the keyboard shortcuts won't work anymore.If you switch it off and on again and refresh the page it works once after that no response.Has anything changed with the keyboard shortcuts?

It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute. note - both execute just fine if the ticket is created directly w/in freshdesk. 

I'm trying to set up an automation in Freshdesk that sends follow-up emails to customers based on the ticket status (e.g., when it's in "Pending" or "Waiting on Customer").Has anyone successfully implemented this? I’d love to see your automation rule examples or best practices for managing this kind of workflow efficiently.Also, any tips on avoiding duplicate follow-ups would be great!Thanks in advance

We have:Event based for Tickets: 40Scheduled for Tickets: 5Event based for Tasks: 6Scheduled for Tasks: 2

Hi,I'l like to use powerbi to make some reports.I discovered this: https://apps.freshdesk.com/freshdesk_on_powerbi/Looks great.Then I received the mail below, then nothing.Do you know what I'm supposed to do?ThanksMatthieu

Hello, Our FreshService is interfaced with other software that sends responses or notes and can change the status of tickets using the API. To do this I created an API Key from my profile and provided it to our service provider.The problem is that all the actions carried out on the API appear in the interface in my name, whereas they are carried out in the other software. So I have two questions:Is it possible to have an API Key that isn't linked to a user account?If not, how can I ensure that it's not my name but the name of the other software that appears on the actions carried out by it via the API? Thank youHave a nice day

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created.  But now it doesn’t use the full name, but rather the 1st half of the email address.  Eg. if someone fills out a form and their email address is lucky123@gmail.com, the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name.  So we have to manually update each new contact / leads name.Freshde

Hi,  I would like to be able to control different access for differents clients we haveHow can I do that? For exemple, when someone from the Y company wants to creat a ticket, he should be able to choose his name in a list which will be only accessible to this company. Is it possible? Many thanks for your help Kind regards, Lauriane

Hello, I am trying to search for tickets where a specific field is not empty or null. How do you express the NOT operator within a filter? For example, find all tickets where a custom field is not null? I have tried the following format ?query="cf_csat:!null""

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code.Is there a setting in Freshdesk that I can turn off to prevent the code being appended?Thanks in advance for any assistance. 

 I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively. 

Hello! I would appreciate it if anyone can help. Followed instructions to install Intune app but I get this error:It asks for Azure Client ID and Azure Secret Name. I am assuming I need to create a registered app in EntraID? If so, I have done that and tried Client ID and secret ID but that didn’t work.

Hi, i want to search tickets on basis of Title or Description with the help of API.So far i can get all the tickets or a specific ticket using this "/api/v2/tickets/" but i would like to know if there is a way to filter/search using a specific key word with the API.Something like this "/search/tickets?term=bug" or /search/tickets?query=bugThank you

In Threads Discussion you can send messages with the key combination CTRL+Enter instead of the “Send” button.However, if you use the key combination, it often happens that only part of the written text is sent and not the complete text. The other part of the text is lost and cannot be called up again.What could be the cause of this error or how can we avoid it?Thanks

I’m having the issue where the boxes we have on our frontpagehttps://support.aurocon.io/en/support/homeIsn’t working, the first two Getting Started and Video Tutorials, stays in English, when you click on them, even if we have the site langauge in Spanish, they go back to the URL of the English version.However further down on the image, we do have the boxes in the orange area, where those are working just fine.I cannot see to fix the coding issue, can someone assist?Attached in the .txt file are our current coding from the portal home, in the theme files. 

How can I download or get the attachments of a thread message by using API? The following endpoints return the attachment ids of the attachments in the thread but do not return a download link for the attachmentshttps://developers.freshdesk.com/api/#get_message_for_thread https://developers.freshdesk.com/api/#create_a_thread Thanks

Hey everyone,I just got my first microcontroller and I’m excited to start learning! I have some basic coding experience but have never worked with Arduino Uno before. I’d love some advice on a good beginner project to get familiar with the board and its capabilities. What are some fun and easy projects to start with? Also, any tips on essential components I should buy (LEDs, sensors, etc.)?Would appreciate any guidance or links to beginner-friendly tutorials.Looking forward to your suggestions.

Currently we are using a supervisor rule which sends an email notification to a requester if they do not respond after five business days, it was created using the recommended method as below;  The issue is sometimes, usually over weekends, users get caught inbetween the hours since agent responded due to it being based on Business hours.The scenario is Friday 17:00 (no longer in business hours) comes and the hours since an agent responded is at 38For the supervisor role above the conditions are met, as its between 37.8 and 38.9, therefore the automation takes action, send an email to the requester.However because we are no longer in business hours the hours since an agent responded is still at 38, and will be until Monday 09:00This results in an email reminder being sent out every hour that the

Since around 06:45am GTM I have been unable to access tickets or https://support.freshdesk.com/. On the (very rare) occasion that it opens and populates, I can’t open or change the status of any tickets. I have tried multiple DNS servers, including 8.8.8.84.4.4.41.1.1.1208.67.222.222Automatic from ISP I’ve flushed DNS and done a full system restart after each change, but to no avail. A tracert to https://support.freshdesk.com/ results in the following: Tracing route to cf-routing.freshdesk.com [162.159.140.147]over a maximum of 30 hops:  1    <1 ms    <1 ms    <1 ms  [removed]  2     *        *        *     Request timed out.  3    12 ms    38 ms     3 ms  uo5-cust.coolideas.co.za [re