Using Freshdesk

Hello,  I was wondering if anyone has an elegant solution to automatically update a picklist field (territory) based on another free text field (country) For Example. If Country = USA, United States, Canada Update Territory to North America  I know I can do this via a workflow, but due to the number of countries and territories, it will become 8+ workflows.  The Territory values i’m looking to automate are below.  Cheers. Northern EuropeAland Islands, Denmark, Estonia, Faroe Islands, Finland, Guernsey, Iceland, Ireland, Isle of Man, Jersey, Latvia, Lithuania, Norway, Sark, Svalbard and Jan Mayen, Sweden, United Kingdom, UK, Scotland, Wales Southern EuropeAlbania, Andorra, Bosnia and Herzegovina, Croatia, Gibraltar, Greece, Italy, Republic of Macedonia, Macedonia, Malta, Montenegro, Portugal, San Marino, Serbia, Slo

We have a repeat issue where the agents availability has been changed to unavailable, meaning tickets aren’t being assigned to them via the round robin assignment.Has anyone seen this before - the agents are adamant that they’re not changing the status themselves.

Hey everyone,Is there a way to implement the search function in the header? It’s the placeholder,                     {{ portal | search_element: search_text }} that I want to use, but if I make any css changes to it, then It will change the one on the front page as well. Then I would need to do something like making it a div-class with a custom name, and then add the search, but the css styling is so bad.Is there a way to achieve a search bar in the header? Image 1, is how it looks now (No search in header)  Image 2, is somewhat how I want it to be, so that on every single page, you can search from the header/menu

Hello everyone.I need help solving a problem we are having in Brazil.We currently have several support emails within Freshdesk and when a client of mine sends us an email and puts more than one TO: in the response within Freshdesk, it deletes the other TO and only considers the first one.Has anyone had this problem and managed to find a solution?

I get blank emails when i close tickets. I went and disable the email requestor notification after ticket is closed but still getting the blank emails. Its very weird get “ticket number:735427” in the emails with a blank subject.

Hi, I have a customer in freshdesk who has two different projects. I wonder if I can have two different projects, alternative companies, on the same cuntomer with same email-address? If this doesn't work, what tips do you have for separating the cases under the company?

Buen día,Tengo problemas de conexión con mis cuentas de Freshdesk y Freshchat. No consigo que funcionen correctamente ni sincronizar mis contactos.Ya me he puesto en contacto con otro soporte, pero ninguna de las soluciones ofrecidas ha sido funcional.Quedo atento a vuestro apoyo.Atentamente.

While PDF export is available per the export is pretty awkward. Images often break and fail to render, formatting is inconsistent or removed, seemingly at random. Additionally, like a typical webpage, you get header/footer information that is not configurable.My recommendation is:A UI for configuration of the PDF export (either end-user or admin) Export to respect formatting Export to actually embed images appropriately

I would like the customer to be emailed if the ticket status is changed. I can achieve this if an Agent changes the status, but I can’t see an option to do this if the System changes the Status.  The System changes are limited to mail or overdue events.  

I am trying to create a webhook to set the subject line of tickets raised via the Freshdesk portal. I have read and followed the instructions from various Freshworks pages and community articles, and no matter what I do, I cannot get this webhook to work!I can see that the automation has run on all of the test tickets that I have raised - but the subject lines aren’t actually changing! Is anyone able to help with what I am doing wrong? Please note that in the screenshots below I have replaced the URL and API key with placeholders for security reasons, but rest assured that these are entered correctly in the automation! 

I need to customize this alert I’ve inspected and copied the selector yet when I apply the styles in the CSS it just doesnt take I believe it is customizable because upon inspecting and changing style via the browser it takes like a charm   

We’ve recently started experiencing an issue whereby email notifications for both internal support group members and the requester are no longer being sent/received on submission of a new support case via email.Email notifs are being sent when actions are being taken on the ticket (e.g. status updated, etc.) however not on submission (which acknowledges that the ticket was received, alerts team members of a new case, etc.)I’ve seen references to possible sending issues caused by Freshworks imposed blocks due to high spam volumes (which we’ve been experiencing). Any help from an official Freshdesk agent on the matter would be greatly appreciated.

I am finding I go to reply to an email chain and when I click the reply button the response email doesn’t include any history of the previous email correspondence? 

Freshdesk is THE ONLY website doing this in this browser.I am required to utilise the notes section and email replies whilst working.Every time I open the text box using this browser, the text cursor consistently resets itself to the top left of the field.THIS IS COMPLETELY UNUSABLE AND THE ONLY FIX IS TO REINSTALL THE GODDAMN BROWSER.No, I WILL NOT use a different browser, before anyone makes this benign suggestion.Anyone else have this issue and hopefully a more permanent solution?

My problem is that we are using Freshdesk as our helpdesk and knowledge base tool. We have hosted several support articles through Freshdesk, which are currently accessible on the internet when people search for our brand with 'Support', such as 'signeasy support'.In our case, when searching like this, our support pages appear in the results, but with the name 'runonflux' at the top, just above the meta title and description of each page. This occurs for all of our support articles appearing on Google with this title for each page.I have attached a screenshot for reference. Please let me know if there's any way to change this or provide guidance on how to fix it. I couldn't find the same name anywhere in our page source code, which prompted me to reach out here. 

On FreshDesk I want to verify a user for them. So I do NOT need to send them a verification email. Is this possible. I do not care if the users can login, I just want to open tickets for them. I need their emails verified but they always end up in SPAM so I have to phone them anyway. Whats the point of software if I have to phone them anyway?

I am trying to change the name “Knowledge Base” to “Help Center” in our Portal.   From what I’ve read, it looks like the only way to do this is by customizing the code under Admin > Channels > Portals > Customize > Edit theme. We are trying to not spend development resources on this, but I’m having trouble finding a good way to make this change in the code editor.Does anyone have an existing script that we can use to make this change?

Hi, slightly unusual request but we’d like to stop our customers from being able to use the ‘Mark Ticket as closed’ button from their ticket view on the portal.  Anyone know if this can be done?  It’s to stop tickets being closed without an agent adding resolution notes and sending out the CSAT survey etc. thanks 

Hey @FW Community,anyone using Threads to collaborate with teams outside of Freshdesk?We are exploring Threads as to be used to loop in an internal team (let’s say third level alike).They are pretty well self-organized and use a group email in Outlook - So the plan is to keep them outside of Freshdesk.Currently they are contacted from agent’s Outlook, so agents do copy&paste all relevant information into the email.On top of that, agents have to juggle tickets in Freshdesk and the team’s responses in their Outlook.With threads we could use canned responses to fill all the details directly from Freshdesk ticket and use automations to reopen tickets on the team’s reply. Here’s the issue (or where at least I see a problem):Creating a Forward Thread via sending an email to the team from our main service address (service@ourcompany.com)

We are using https://www.toptal.com/developers/json-formatter to test validate our strings from our logs into json strings for creating a ticket.We had a verified json string, but an error when creating the ticket.  The ticket works sending just “123”Any ideas? { "description": "<pre>***************************************************************************************************<br>QQube Synchronizer - Starting Time: 06/22/2024 12:05:28 PM - Setup Wizard<br>Application Version 10.1</pre>", "subject": "Log file from #0 Demo User Success 6/22/2024 12:05:28 PM Full", "email": "matt@clearify.com", "priority": 1, "status": 1 }

Hi, I’ve configured some whitelist domains for our customers in the Admin - Portals - Settings - Email domain restriction.Do emails coming in that don’t meet this domain criteria for auto logging a ticket get logged anywhere? I know if a ticket is dropped for a deactivated customer contact the email goes to spam view but can’t find where the ‘dropped’ emails go in the system.  ThanksAndy   

I have an API which successfully extracts all FreshService tickets and inserts them into a SQL database table.I now need an extra column which is located on requested_items. I tried to access this data with an API call for each ticket. This worked but blew out the daily maximum API calls when I tried to process thousands of tickets.api/v2/tickets/'+str(row["id"])+'/requested_itemsSo I am now trying to extract all requested_items for a time period and insert then in a SQL database table. Later, in the reporting layer, these tables can be joined to show all requested_items for a set of tickets.Can you please tell me how to code the API to extract all requested_items for a time period?Does this endpoint exist?something like : api/v2/requested_items    ??

Google Script app codefunction createTicket(e) { var API_KEY='My API '; var ENDPOINT = 'My domain'; // change to https if SSL is configured. var headers = { 'Content-type': 'application/json', 'Authorization': 'Basic ' + Utilities.base64Encode(API_KEY + ':X') }; var payload = JSON.stringify({"description":"Help needed desparately","subject":"Testing API","email":"user@test.com","priority":1,"status": 2 ,/*I did try this didn't work either*/// 'custom_field[cf_campus]':'QLD'"custom_field": { "cf_campus": "QLD" }}) var url = ENDPOINT + '/api/v2/tickets'; var options = { 'method': 'post', 'headers': headers, 'payload': payload, muteHttpExceptions: true }; // Logger.log("url: " + url); Logger.log("payload: " + o

Hi, I am Creating tickets with API and after creating the ticket, I am seeing the ‘Created by’ as the name of the User whose API key that I used to authenticate the API request. i want to remove or hide the Created By. Is there any option to do the same?  

Hi Is it possible to customise the solution page>article. The editor allows for editing in code but doesn’t allow for changing the background of the article. For example, i want to insert an image in the background and have a table and text on top. I also want my embedded videos to pop-up when the user clicks on them rather then start playing.Any help will be appreciated. Thanks