Skip to main content

Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

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

2 days ago

Community
Using Freshdesk

Using Freshdesk

CX and Customer Support

4775 Posts

panksiApprentice

asked in Apps and Marketplace Integrations

DataCloneError: when trying to pass file to request template

This is my try to pass formdata in body of requset template.I am getting this error:ADD FILE TO UPDATE ERROR DataCloneError: Failed to execute 'postMessage' on 'MessagePort': FormData object could not be cloned.this is my template definition:

ArmandApprentice

asked in How do I....?

BUG: Exporting tickets button only exports 9 records and skips the rest

When I view the tickets for a specific group of agents which are unsolved I press the export button and choose Excel as format. Then I receive an excel sheet by email including only the first 9 tickets and not the rest. Same result when choosing CSV format.

SonjaS.Apprentice

asked in Ticketing & Agent Productivity

Subject for canned respnses

Hey,Since we are taking more and more countries live in our company and therefore also want to make the Canned Responses available in all languages, we now have the following problem:At the moment we have arranged the CRs as follows:EN - titleDE - title / titleetc. This means first the country abbreviation and the title in the national language and then in EN, so that it can be found by all users.Unfortunately, however, this becomes super confusing with even more languages and the shortcut search does not necessarily show the useful CRs.Does anyone have a suggestion for this? Or how do you handle this? :)Thank you for help!BestSonja

NkubanaCommunity Debut

asked in How do I....?

Adding Icons to my Solution Articles.

I was wondering if there is a way to add icons to my Freshdesk solution articles to give it a more engaging look.

ShaunMetricsSkilled Expert

asked in How do I....?

Freshdesk export Forum attachments

Is it possible to export the attachments from Freshdesk Forums?

MoniquevanzContributor

asked in How do I....?

How can we delete reports of former users in Freshdesk?

How can we delete reports of former users in Freshdesk?

GOODYTop Contributor

asked in Ticketing & Agent Productivity

How do I remove Merge link

I have incorrectly merged two tickets and want to remove this merge so that both can be worked on.Can this be done?

uvebrundalApprentice

asked in Portals, Emails & Other Channels

Web Forms with Conditional Logic

Hello!Has anyone had any luck with an integration that allows you to create web forms (surveys, questionnaires etc) with conditional logic that can automatically create a ticket for agents? Is there a native functionality that I’ve somehow missed?Thanks in advance!

sakhlaghiApprentice

asked in Analytics, Reports & Dashboards

Limiting metric results

I’ve created a report in Freshdesk to show customers with the most unresolved tickets. It works, but I get too many results to be readable. Is there a way to limit the amount of results, something “list only top 10”?

j.sluszkiewiczCommunity Debut

asked in Automations and Workflows

How to remove "automatic added answers" in replies in Freshdesk?

When I click reply, the previous reply is automatically added.How do I remove this feature?

DawnApprentice

asked in Knowledge Base

We currently house our knowledge articles in Google Docs. Is there an integration with FreshDesk knowledge base. We want to keep our articles in Google Docs, but would like to implement FreshDesk’s knowledge base.

KingKENApprentice

asked in API and Webhooks

Horrible Freshdesk APIs to retrieve past tickets

Using: /api/v2/search/tickets?query=[query]:The official FreshDesk docs provide this limitation: "The number of objects returned per page is 30; also, the total count of the results will be returned along with the result" and "To scroll through the pages, add page parameter to the URL. The page number starts with 1 and should not exceed 10." This implies that I can only account for a maximum of 300 objects (tickets). What if I have more than 300 objects to account for in a specified interval, say within an hour?The ‘created_at’ parameter is strictly a date datatype (YYYY-MM-DD), so I cannot partition the data according to hours, which would otherwise have been a solution that circumvents the pagination limitation. Using: /api/v2/tickets?:Another significant limitation is the ‘updated_since’ parameter. It only applies to tickets that have been updated at least once during their lifespan. Tickets that are not updated will not appear in the API response, further restricting the data that

PranabApprentice

asked in How do I....?

Creating tickets with custom fields in Freshdesk using csv/excel

Hello, I want to create freshdesk tickets with custom fields via csv/excel import. Is there a way to do this?Please let me know.

TwazokApprentice

asked in Contacts & Companies

How do you Sync Azure users as contacts in Freshdesk

I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them. i cannot see anywhere in the settings that seems to support this - can anyone advise?

TassiloCContributor

asked in Automations and Workflows

How to assign a ticket to a company created by an agent

In our Freshdesk the agents create tickets as well via email. These tickets, where the requester is an agent, are not assigned to any company, as agents are not assigned to companies.How can I assign a company to such a ticket, where the requester is an agent?

RioApprentice

asked in Analytics, Reports & Dashboards

Exporting Filtered Data

I’ve created a number of custom reports in Freshdesk Analytics with Filter widgets included, for example filtering by agent, status, or ticket type. I would like to be able to download the data with those filters applied, as the data appears in the UI. The current export is providing me with all data for the report as though filters were not being applied. Is downloading filtered data an option in Freshdesk?

RobCrossHMSkilled Expert

asked in Automations and Workflows

Agent Allocation

I’m looking at building some automation in FreshDesk to assign incoming tickets to agents based on priorities in the customer record, for instance all of the tickets where the customer territory is Scotland should come to me, like this... Has anyone implemented this before, and does anyone have any ideas on how we can deal with agents unavailability?I’m hoping that somehow we can detect if the agent is unavailable, and if they are, leave the ticket unassigned

MohamedFazil01Community Debut

asked in API and Webhooks

Tickets not found in TimeEntries

Hi all,I’m new to freshdesk APIs and sorry if my question doesn’t make any sense.I’m working on powerBI with freshdesk API to do some analysis. I’m in need of Tickets and Time_Entries data which I requested through the API endpoins.I have noticed some of the tickets are not found as entries in “time_entries” data.for instance, take a ticket with id “6364” in “tickets” data and when I match that ticket to the time entries under “ticket_id” column I couldn’t find a entry for some tickets.Initially I thought if there is no responder then no time entries will be found. But I saw some tickets with no responder in time entries.Am I missing something here? Any help is appreciated. Thanks for the time.RegardsFazil M

chrisgoffCommunity Debut

asked in Analytics, Reports & Dashboards

Prior Month Tickets

I am creating an Analytics Report to capture Tickets Open for the Prior Month. Meaning, as of the last day of the month, how many tickets were open. We want to capture this information for trending purposes.As recommended by FD support, I am using the “Unresolved Tickets” Metric. The resulting count and CSV include duplicate tickets. So the counts and csv file are not accurate for the actual tickets that were Open for the prior month.How do I get a reliable list of tickets that were Open as of the last day of the month?

Jan PrichystalApprentice

asked in API and Webhooks

Always open embedded chat on the website

Hello,I am writing with a little bit more technical question. Is it possible to always open embedded chat on the website? I was not able to find these options in the setting.I would like to add the chatbot on the specific FAQ page, but not as a clickable widget, but into the specific frame where the chatbot would automatically open (instead of FAQ form).Thank you for your time and help.Jan

Navin DenzilCommunity Manager

published in Analytics, Reports & Dashboards

Brew and Analyze : CX Analytics Coffee Chat

Hi folks, I’m Navin, a technical writer here at Freshworks. I’d love for you to join our upcoming Analytics Coffee Chat on September 17th—19th. This chat is focused on helping you make the most of the Analytics module in CX (Freshdesk, Freshchat, Omnichannel, and Customer Service Suite). It is an opportunity to discuss and learn more about using analytics to improve your customer experience strategy. We’d love to hear from you, so please drop your queries, and our experts will respond within the days mentioned above. Topics include navigating the Analytics interface, creating curated and custom reports, using widgets and filters, adding custom metrics and attributes, and exporting and scheduling reports. If you're new to analytics or looking to dive deeper, please get the answers you need at your convenience. Here are some questions to trigger your thoughts:How can we analyze ticket response and resolution times to pinpoint and resolve bottlenecks in our support workflow? What approach

AndiWCommunity Debut

asked in API and Webhooks

Freshdesk API performance optimation

Hello,I use the freshdesk API to synchronize contacts and companies with our internal systems.Therefore i have to read all 23.000 contacts, which takes a lot of time. Using pagesize=100 single threaded it takes over 20 minutes. With parallelization using 50 parallel threads, it only takes 10 minutes to get all of them. Now I have two questions:What is the best configuration for parallelization in this context?And is it possible to reduce the data volume by only getting the needed fields (I tested the ?fields parameter, but it doesn’t work)?Many thanksAndiW

bsmietanaApprentice

asked in API and Webhooks

Custom fields in API

Hi all,Is it possible to pass nested objects as contact’s custom fields to Freshdesk API?An example object would look as follows:(simplified POST request to /api/v2/contacts){ “body”: { “name”: “test name”, “unique_external_id”: “test_uuid”, “custom_fields”: { “objects”: [ “object_1_id”: { “id”: “object_1_id”, “name”: “test name 1” }, “object_2_id”: { “id”: “object_2_id”, “name”: “test name 2” }, ] } }} Or is it only possible to pass simple JSON that would contain simple key: value pairs like object_1_id: id, object_1_name: name etc.?

klingirlingApprentice

asked in Automations and Workflows

Getting an access denied for rest api. Anyone have any idea? I have admin access.

rhondachurchill99Apprentice

asked in How do I....?

Laravel Passport; using OAuth2 for SSO with Freshdesk

I am trying to set up SSO from my Laravel 8.13 site to my related Freshdesk support portal.What I want is for a user, who is logged into my site, then to be able to click a button and get seamlessly signed into my Freshdesk support portal so they can view the non-public documentation there and raise tickets if required.Using Laravel Passport 10.1 I can create a token (tested using Postman) but get an error from Freshdesk when trying to authenticate.An error occurred while attempting to retrieve the userinfo resource: could not extract response: no suitable httpmessageconverter found for response type [java.util.map<java.lang.string, java.lang.object>] and content type [text/html;charset=utf-8]I have not used OAuth before and am having issues. It may of course be that my understanding of OAuth is just completely wrong but I am finding available documentation on Laravel Passport / Freshdesk OAuth connectivity hard to come by.I have been through as many related SO questions as I hav

1
...
5
6
7
8
9
10
11
...
191

Page 8 / 191

Badge winners

emilyyclarkhas earned the badge Salud, Ideator
Perry.gyhas earned the badge Smooth talker [5]
daisy812932has earned the badge Wizard of Creative Thinking (5)
CudaPrimehas earned the badge Salud, Ideator
rogerwcsdhas earned the badge Wizard of Creative Thinking (5)

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