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Using Freshdesk

Using Freshdesk

CX and Customer Support

4757 Posts

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JulianFApprentice

asked in Portals, Emails & Other Channels

FreshDesk to FresDesk

Hi All,I have a situation where we have a 3rd party provider that also utilises FreshDesk, I have it so that my FreshDesk as part of automation sends an email to the 3rd party FreshDesk and creates at ticket their end but any response from the 3rd party via their FreshDesk reported ticket creates a new ticket in my FreshDesk rather than appending to the original ticket in my FreshDesk.Is there a way to resolve this, any help appreciated. Thanks

andofcourseApprentice

asked in API and Webhooks

Required by agent field needs to be submitted through API?

The default Priority and Status fields are “Required when submitting the form” by agents. If I go into the Service Portal to create a ticket, it does not ask me for the Priority or Status fields. However, when I go to create a ticket through the API, I cannot create it without the Priority or Status fields, even if, I am submitting it as a requester, who would otherwise not see the field in the Service Portal.Am I using the wrong endpoint? I am using making a POST to /api/v2/tickets. Of course, if I pass in the Priority/Status field, it works, but I am trying to understand why it is required for a non-agent requester through the API, but not the Service Portal.Any help is appreciated, thanks!

NenniApprentice

asked in How do I....?

Agent View of tickets when they are the requester

Is there a way that Agents are able to see the ticket that they are the Requester/ Customer, and view the ticket as an Agent and not as the Customer?

KarlGoddardApprentice

asked in How do I....?

Remove Login Box

Hi allI have a query regarding the portal login page.I work in a K-12 environment. I’ve set up SSO for agents and just creating it for staff (contacts)We only want staff to use SSO (Azure SAML) to login to the support portal. I want to remove the ‘Log in to support portal’ box with the email / password fields and just have the Sign in with SSO button as the default login page.The current email / password box is redundant and will only confuse staff. How can I remove it?Any help would be appreciated.Thanks!

GeraldSkilled Expert

asked in Getting Started

Auto-created asset/software tickets Employee Offboarding can't be deleted

Trying to get this module to be useful. I can’t customize it because even if I turn off Asset/Software, these tickets still exist. The 2nd Revoke Software access is one I created to try to get around the fact that you can’t alter certain fields, but that didn’t work, and now it’s just stuck there.Is there a way to reset the offboarding module or delete these child tickets?

MoniquevanzContributor

asked in How do I....?

Hide ticket field 'Tags' (or move it down)

Is there a possibility to move the ‘Tags’-field on the ticket page down (so not on top) or to hide it?

MoniquevanzContributor

asked in How do I....?

How can I change the FROM email address, as a standard? That it's always the same, even when I have 10+ email addresses registred

We have lots of email addresses registred in the backend of Freshdesk (ticket receiving mail addresses). When replying to a ticket, the system picks one of these mail addresses as the sender of the response. How can we automate this, or change this, to one mail address of our choice?

ShieldTeamApprentice

asked in Getting Started

Issue: Ember Data Request GET /api/_/collaboration/threads returned a 404 Payload (application/json) [object Object]

I am on a free trial and i keep getting this error, what am i doing wrong?Error: Ember Data Request GET /api/_/collaboration/threads returned a 404 Payload (application/json) [object Object] It always shows up when i view tickets. Thanks all

Christina HApprentice

asked in How do I....?

How can I insert a custom Font Type into [Agent portal default font preference] email reply?

Hi, is there any way that we upload custom font type into Freshdesk? Because we want to follow our company’s font to reply the customer. but the font is not in the default list.

ukohCommunity Debut

asked in How do I....?

Service catalog only for selected customer

How can I change the visibility of a service catalog for only certain customers

raghavkannanApprentice

asked in AI & Bots

Thank you detector not working as expected...

I've enabled the Thank You Detector and made the necessary changes to the ticket reopen rule, but it still isn't working as expected. It's not even detecting a simple "Thanks" message. Can someone help?

HendoApprentice

asked in Analytics, Reports & Dashboards

Why isn't the Ticket Creator accredited with 'Ticket Created'

There can only be one creator of the ticket, either bythe system (email, portal etc) or an Agent (eg. Phone).Why when reports are run the the ‘manually created’ tickets (eg. phone) are not credited to the agent actually creating the ticket (there can only be one creator).The ‘Assigned Agent’ at the time is the one credited with the creation.We are running analytics to assist in KPI’s / commissions for Agents.It is proven in ticket activities when an Agent creates a ticket manually (phone) it shows it shows them as ‘Ticket creator’.BUTWhen the report is run, the ‘Agent Created’ is the ‘Assigned Agent’ at the time of the report.Can anyone assist as this is a MAJOR BUG, and makes so much manual work manipulating automatic reports which should be TRUE and ACCURATE.

NNUH NickCommunity Debut

asked in Automations and Workflows

Service Catalogue - Custom Fields

Good day, I have a template with a lot of custom fields in, some of which I would like to have the data replicated in an email as part of an associated workflow. Could someone please explain to me how this is achieved as there doesn't appear to be any logical way of doing this. Thank you.

cristiansioneApprentice

asked in Automations and Workflows

Google Drive Orch

Hello, I am trying to use Google Drive orch, but when testing, for example, to see the permissions of a file, the response is always "Illegal base64 character 5c" Does it work well for anyone?

niyathi.reddy.vuluvalaApprentice

published in Apps and Marketplace Integrations

Win with Marketplace: Explore the Latest App Recommendations

In today's fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer support across multiple channels. Streamlining communication and enhancing productivity is key, and one way to achieve this is through the use of marketplace apps. Join us as we delve into this month’s blog to explore the latest app recommendations. Whatsapp (Early Access)Integrating business numbers into Freshdesk has never been easier. The Whatsapp (Early Access) app seamlessly converts all one-on-one WhatsApp conversations, including images, GIFs, and more, into tickets within Freshdesk. InstagramManaging Instagram comments directly within Freshdesk has never been more convenient. This marketplace app allows you to filter and respond to comments right from Freshdesk, streamlining your social media management process. Moreover, agents can create separate tickets from specific comments, assign them to different team members, and collaborate effectively to deliv

jav.hussain2001Apprentice

asked in Automations and Workflows

Need Help With Workflow to auto send an email based on answers from the form

We have the below form to order a mobile phone but would like to set up a workflow where if they answer no to the circled questions it will send them an email with information about 8x8 instead. Within the workflow builder I cannot find any placeholders where I can create a condition that checks the answers of the circled questions in the form below. Any help/guidance would be greatly appreciated 😊

DennisGlobalApprentice

asked in Portals, Emails & Other Channels

Ticket creation

Is it possible to create a ticket as a Agent,Onbehalf of the Customer,But having to wait for a response from the Customer?When i make a ticket for the customer now, The Agent has to react in a certain amount of time.But i want the reaction time to be on the Customer side. Not the Agent side.(to prevent SLA issues)

edward.kimSkilled Expert

asked in Automations and Workflows

Added two fields (Dropdown) for Major Incident type but i cannot find these fields in Analytics

Hello, Under Field Manager → Type (Major incident), I added two ‘Dropdown’ fields Now, I am looking to pull up these fields in Analytics → a report but they won’t appear… Is there a way to see this or is this limitation in FS?

bositof23Community Debut

asked in How do I....?

New Employee Onboarding

Hi our company is currently using the onboarding users in the portal page my manager has a requirement that if the person being hired is from Finance or Accounts department then the additional dropdown field will enable and vice versa. We also use workflow for onboarding, how will you fix this one? Expressions or condition on work flow? Thanks

Shadab MukriApprentice

asked in How do I....?

Unable to send email from custom mailbox

Our emails are not reaching to the clients since today morning, we changed the custom mailbox password as well but still facing the issue

simmondsjonTop Contributor

asked in How do I....?

How do I limit agents to specific companies?

Hi, I have about 40 agents on our Freshdesk system.We have about 120 different Companies for which we answer tickets for.Can I limit access to certain customers for specific agents? The only way I can see this can be done is by creating 120 groups.Thanks. Jon

bleeuwenApprentice

asked in Apps and Marketplace Integrations

MS teams - Orch not working for guests

We have an automator which can add users to Microsoft Teams. Recently this automator stopped working for adding guest users to a teams environment. For normal users the automator succeeds, but as soon as an azure guest user is requested, the flow stops working during the add member to team action.The output of the ‘MS teams -orch’/ ‘Add Member To team’ is Can not find anything in logging on the Azure side, off course the team_id and user_id are correct and the guest user is active. I would appreciate any help pointing me to the right direction,

CalinCociubeiApprentice

asked in Apps and Marketplace Integrations

Widget not displaying properly.

The widget is not showing the attachment box and the Captcha section. Also the button text isn’t saying the correct text.This is the Not OK version: This is how the widged should look according to the sample.This is the embeded code for it:<script> window.fwSettings={ 'widget_id':201000001499 }; !function(){if("function"!=typeof window.FreshworksWidget){var n=function(){n.q.push(arguments)};n.q=[],window.FreshworksWidget=n}}()</script><script type='text/javascript' src='https://euc-widget.freshworks.com/widgets/201000001499.js' async defer></script>

AmelCommunity Debut

asked in Contacts & Companies

Filter contact based on the business sector

How can I filter contact based on the business sector of their compagny ?

Emilyb24Apprentice

asked in Apps and Marketplace Integrations

Freshdesk Integration with Salesforce Failing

We've been relying on the Freshdesk integration with Salesforce to streamline our workflow, but it's suddenly stopped working. Ticket updates are not syncing, and we're unable to access Salesforce data within Freshdesk. This is causing major disruptions to our support operations. Has anyone else encountered this issue recently? Are there any known fixes or workarounds? We urgently need to resolve this to avoid further impact on our customer service.

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