Skip to main content
  • EN

Using Freshdesk

CX and Customer Support

4886 Posts
BLaRue1443
Contributor
BLaRue1443Contributor
asked in How do I....?
Suggestions for a permanent test environment other than Sandbox

Our team is still in the early stages of setting up Freshdesk and we are looking for a permanent test environment beyond the temporary Sandbox feature. We aim to create and retain dummy tickets without data loss and integrate seamlessly with this test environment, ensuring no interference with our live system. What are some ways you all would go about accomplishing something like this?

351
mahendarsingh
Community Manager
Avinash08127
Community Debut
Avinash08127Community Debut
asked in Portals, Emails & Other Channels
How do I access ticket_list snippet on Portal Home and how do I customize the new_ticket_Form snippet?

We want to modify Customer Portal in Freshdesk but when we try to bring the snippet ticket_list on Portal Home page, it gives Liquid error. Adding snippet new_ticket_form works.  Also, how do we customize the new_ticket_Form, we want to change the dropdowns to card view.

871
mahendarsingh
Community Manager
RobCrossHM
Skilled Expert
RobCrossHMSkilled Expert
asked in Contacts & Companies
Bulk Delete Contacts

We have thousands of contacts setup who have never created a ticket with us.  In 2025 we’re launching our customer portal, and I only want to invite people who have previously logged a ticket, rather than all people who were migrated from our previous system.Is there a way to easily identify which contacts have never logged a ticket, and delete them?

1196
mahendarsingh
Community Manager
H
Top Contributor
HenrikSTop Contributor
asked in Analytics, Reports & Dashboards
Resolution time

There are two built-in metrics you can use in Analytics that sound almost the same, but when applied give different results:Resolution time in calendar hoursResolved tickets lifetime in Calendar hoursWhat exactly is the difference? 

1036
mahendarsingh
Community Manager
A
Contributor
anthony.lewisContributor
asked in Automations and Workflows
View access to groups causes problems in automations

Hello all!We have recently been trying to make some automation rules for re-opening of child tickets and have identified that if an agent only has view access to a group and adds a note then the automations doesn’t trigger as the system doesn’t seem to see them as an agent in that group. Has anyone come across anything similar and found a workaround? We don’t want to provide full access to groups for all agents which is currently our only workaround. Appreciate any feedback

336
mahendarsingh
Community Manager
E
Apprentice
Emmanuel A.Apprentice
asked in Ticketing & Agent Productivity
Inability to edit TO field after clicking REPLY

We noticed we are unable to edit the TO field to add email addresses after clicking REPLY as needed when on emails. Leaving us with the only option of adding people on CC is not good enough for us.Using the FORWARD option requires one to start adding all email addresses on the trail manually which takes sometime to do in the case of when we have more than 10 people in copy and this might even lead to misspelling of email addresses. Efficiency will be improved if TO field is editable once we click on REPLY.

1299
Aivon123
Community Debut
stevenjo57
Apprentice
stevenjo57Apprentice
asked in Portals, Emails & Other Channels
Why so old Google reCaptcha?

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights.  Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it.How do we get a new version of reCaptcha on our support form?  One like this?  

1055
Aivon123
Community Debut
satyam2711
Apprentice
satyam2711Apprentice
asked in Contacts & Companies
Why so many bugs in FD for contact & User Management

FD is not user friendly in terms of contact and agent management . In compare to other tools , FD is not providing us to manage the contact , Even we can not download the filtered contact . Every time if you want to check your contacts , you need to download the all contacts . That will take 1-2 hr to generate the report , If you want to do bulk merging of contacts or bulk update of your agent data that is not possible on FD . We can not do analysis of agent or client.   

1042
mahendarsingh
Community Manager
evlo96
Skilled Expert
evlo96Skilled Expert
asked in Knowledge Base
A way to define an articles "Related articles"

Hi, is there a way to completely control what related articles will show under/next to an article on the knowledge base?I want to have the ability to have complete control over this - and each article should have different “Related articles”

6304
mahendarsingh
Community Manager
eir
Apprentice
eirApprentice
asked in Ticketing & Agent Productivity
The ticket cannot be merged if the thread limit in freshdesk is breached or freshservice threads are present

Once a ticket has been added to freshservice from freshdesk thread integration , then we are unable to merge two tickets in freshdesk with freshservice threads. Is there any solution for same 

983
mahendarsingh
Community Manager
S
Apprentice
SOTAApprentice
posted in Ticketing & Agent Productivity
Thread function

Hi there,Please fix these two main problems:The text field, when creating a thread is way to small I can not create a thread without forwarding the ticket. Please implement the option to create a thread in the ticket to text other mail adresses without forwarding the ticket.

1023
mahendarsingh
Community Manager
D
Apprentice
DawnApprentice
asked in Knowledge Base
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.  

1597
mahendarsingh
Community Manager
JUANCARLOS
Apprentice
JUANCARLOSApprentice
asked in Portals, Emails & Other Channels
FRESHDESK Multiple sessions and multiple devices for one agent

Hi how are things?Maybe you can help me.For my small business, I want to buy the growth plan, with an agent, my question: how many parallel simultaneous sessions can that agent have? Can you have multiple simultaneous sessions on different devices?Thank you

1832
mockridge09
Community Debut
SwatiShriwastav
Apprentice
SwatiShriwastavApprentice
asked in Ticketing & Agent Productivity
New ticket creation on old closed ticket

I’ve an ask. I want system to create a new ticket when customer responds on closed or resolved ticket after 15days. This is an urgent ask

135311
Daniel Söderlund
Skilled Expert
AndyRussell
Skilled Expert
AndyRussellSkilled Expert
asked in Portals, Emails & Other Channels
query re custom portals

Hi, bit of a noob question but we have the standard portal at FreshService;https://companyname.freshservice.com/support/homeAfter a user logs a ticket and then activates their account they get redirected to log onto this portal. We also have a custom portal configured we were going to use for customers;https://ouraccountname.companyname/support/home My ‘test’ customer account can sign into either portal and get the same view of cards, open tickets etc.  So is there a way of making our custom portal ‘default’ for customers without them being redirected automatically to the standard portal if they click on a ticket link in an email. I’ve just clicked on a link for my test account to open a ticket and got directed tohttps://companyname.freshservice.com/support/tickets/54 thanks  

243
A
Community Debut
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in How do I....?
How can we filter or analyse tickets with custom fields?

HelloWe have a lot of Service Requests with custom fields.How can we filter them when searching for tickets, views or create Analytics reports out of them?

5208
Finski
Skilled Expert
L
Apprentice
LDiFrancoApprentice
asked in Automations and Workflows
Scheduled Tasks using System.Current Date run a day early

I’ve recently taken on the project to re-vamp our current offboarding process and to explore our options with Freshservice. I found the out-of-the-box scheduled workflow for adding tasks on the day of separation, however it seems to be running a day early.To be more specific, I created a test offboard request yesterday for a user to offboard tomorrow, 4/21. However, the workflow did its check this morning, and processed the offboard as if it was scheduled for today, 4/20. The condition is set as “End Date is System.Current Date”, and I’ve confirmed that both the System.Current Date and End Date are the correct values. Is there a more accurate condition I can have set up to have the task run only on the scheduled day and not a day early?

1831
josh_scott
Community Debut
juul0s
Skilled Expert
juul0sSkilled Expert
asked in Analytics, Reports & Dashboards
Analitycs: calculations sum for ticket fields

Hello,do you have some solutions to make some calculations in analitycs? For example, we have information about amount of improving files, we would like to show how many files were improved, but not the created tickets - according to the number in custom fields of the ticket. 

525
eeha0120
Skilled Expert
M
Apprentice
MatthewPApprentice
asked in How do I....?
Emailing registration / activation link when new contacts are added

Does adding a new contact automatically trigger an email allowing the contact to register an account with your Freshdesk portal?If so, can this be disabled?If this feature is enabled, are emails sent to new contacts when they are added via importing from CSV?

2245
saqwer343
Community Debut
Q
Apprentice
qboxApprentice
asked in Knowledge Base
Public link or secret link on private articles

is there any way to create a public link on private articles?In our use case, we have a series of tutorials on the usage and configuration of a SaaS, and we don’t want all the information to be publicly available.We know we can set everything to private so that it can only be viewed through login, but we need to have some private articles available on demand so that when our clients’ users request help, we can send them a public link where they can view the corresponding guide without login.This way, having a public viewing link for private articles or a secret link would be the perfect solution.

210
Q
Apprentice
Ultimate
Apprentice
UltimateApprentice
asked in How do I....?
Lost Summary information when merging tickts

Good Day Team I hope this mail finds you well. My name is Mandla from the Freedom Won support team. We have a problem with the summary information getting lost as soon as we merge tickets and would like your assistance with recovering this information on some of the tickets.  Please urgently assists. 

152
eeha0120
Skilled Expert
W
Apprentice
willtaylorApprentice
asked in Analytics, Reports & Dashboards
Analytics to calculate sum total of numeric values in ticket fields

HiWhere a ticket field holds a numeric value, preferably in this case currency, is it possible to use analytics to calculate the total value of all tickets that match specific criteria.Eg:Ticket No. Resolution Due By Category 1 Category 2 Value (£) 1 yyyy-mm-dd hh:mm:ss Invoiced Received £1.00 2 yyyy-mm-dd hh:mm:ss Returned Paid £2.00 3 yyyy-mm-dd hh:mm:ss Returned Unpaid £3.00 4 yyyy-mm-dd hh:mm:ss Invoiced Received £4.00  Using the table above as an example, I would like Analytics to use the following criteria to return the total value in column 4.Metric Criteria:Tickets - TotalFilter Criteria:Time Period - SINCE - 2020-12-01 12:00:00 AM Category 1 - INCLUDES - “Invoiced” Category 2 - INCLUDES - “Received” “Paid”Analytics would then return a total value of : £7[The total of rows 1, 2, and 4]Is this currently possible, as I have tested various field types and have, so far, been unsuccessful ? Where a CRM system helps manage the lifecycle of

3202
juul0s
Skilled Expert
M
Top Contributor
MchagnonTop Contributor
asked in How do I....?
Link between ticket and articles

Hi Community !I want to know the number of tickets solved by 1 knowledge article.How do you make a link between a knowledge article and a ticket?Thank’sMarielle

260
M
Top Contributor
B
Apprentice
Berway72Apprentice
asked in How do I....?
Move Collaborators to Agents

Is there a way to move collaborators to agents?

6298
F
Community Debut
K
Apprentice
kwan_kwan_12345Apprentice
asked in Portals, Emails & Other Channels
Where to edit New Activity email?

I got an email titled “New Activity” as follows: I want to change the content of this email but can’t find it in Email Notifications -> Agent Notifications.Can anyone tell me where it is?

1697
Daniel Söderlund
Skilled Expert

Badge winners

Show all badges
Terms of Use