Using Freshdesk

Hey everyone,We’re kicking off Freshdesk Automations – Ask the Expert Session shortly.Haven’t registered yet? Do it now and save your spot:   Need help getting in? Please login using the below link. https://freshworks.zoom.us/webinar/register/WN_ibpa1PiwT3CWYjzY695Tyw If you are unable to join, please ping me here on the comments, I should be able to help you!

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

Concerns regarding the Hep Center (knowledge base) automationDark Mode Theme: a. Does Freshdesk offer a dark mode theme option? If yes, guide on how to enable it. b. Are there any plans to introduce a dark mode theme for the platform? c. Do we need to install any version for it? Font and Spacing Customization: a. Is it possible to customize the font style and size within the support articles? If so, what customization options are available? b. Can we adjust the spacing between lines or paragraphs in the support articles? If yes, how can we make these adjustments? Related Article Suggestions: a. How does the platform determine the related article suggestions that appear at the end of each support article? b. Is it based on keywords of the primary article, tags, or other factors? Please provide details on the algorithm used to generate these suggestions. It would be great if you can help me with the link and proper navigations regarding the above concerns. Thank You

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?

We have cases that approval is required from customer’s department that has not initiated the ticket , therefore is not the requestor of the ticket.The automation rules have the option only if the requestor replies or adds a public / private note. There fore we missed a customer’s approval.  

I’m having a hard time understanding the logic behind the surveys, which has led me to calculate them manually instead of relying on Freshdesk reports. Freshdesk told me that when a survey has multiple questions, only the first one is used in their calculation. That does not give an accurate view of how the agent performed with the customer. Our surveys are four questions total, with the following answers below (which I’m adding a point value to for this purpose) If there are 4 questions and each has 5 possible options, it should be weighted to reflect that. Extremely satisfied= 5 pointsMostly satisfied= 4 pointsNeither satisfied nor dissatisfied= 3 pointsMostly dissatisfied= 2 pointsExtremely dissatisfied= 1 point The total possible points should be based on how many questions the customer answers. If they respond to all four, the total possible is 20. If they only answer three, it should be 15 etc.Example: Question 1- Extremely satisfied (5)Question 2- Extremely dissatisfied (1)Quest

Hi Freshworks community! I’m working with a client who offers custom and private Washington DC tours, catering to guests who value personalization and seamless communication.I’d love input from others using Freshdesk or Freshsales:How can we automate booking confirmations and follow-up messages to create a premium experience?Any recommended ways to categorize and tag clients based on their preferred tour style or itinerary?What workflows or dashboards help monitor and improve customer satisfaction in a high-touch travel service environment?Curious to hear how you’ve used Freshworks tools to enhance luxury service delivery in any industry!Thanks in advance, and looking forward to your insights 

So in webhook settings there’s an option to get Agent name like so {{ticket.agent.name}}.But that name only return Agent’s name that the ticket is assigned to. Is there a way to get name of who replied to the ticket? maybe like {{ticket.replier.name}} ??

Hello,I am creating a workflow that will onboard/offboard our IT contractors. The profile creation and AD group assignment is happening through a Sailpoint automation. Therefore, SailPoint API is called when the workflow determines it’s a onboarding request. In addition to the profile creation, there are two applications the contractor may need access to; application A and application B. If both applications are needed, the workflow uses Fresh PAT to create one ticket for Team A (to complete application A setup), and a separate ticket for Team B (to complete application B setup). The issue is, Freshservice support told me I can only use 1 type of API call per workflow and it must be consistent across all nodes;therefore I cannot utilize both the FreshService PAT and SailPoint API. Has anyone run into this issue before? This seems like an odd limitation I’d like to workaround. The SailPoint API is already struggling and failing to keep up with the volume of requests and I’d rather avoid

How to create webhook for contact creation/update using rest apis 

At a brief knowledge about <a href="https://toothchartinfo.com/">teeth anatomy numbers</a>.

I registered for the webinar for today over two weeks ago and I did not receive a follow up email or link to the event.  Did I do something wrong?  

Hey everyone,Today’s session — Community Botcast: Freddy AI Agent — is about to begin, and we’re excited to have you join us!If you haven’t received the link yet, you can join directly here:Join the sessionIf you can’t make it live, don’t worry — we’ll share the recording in this thread afterward.See you soon! 

HiOn my portal i have 2 different forms for my customers, creating different types of tickets. Now i would love to set up a filter for my agents to only see tickets that are created in a specific form. If you view the details of a ticket, there is the information about the os, the form,… but i cant find a way to use this as a filter. Reason i need this:I need to have asome kind of identification on my tickets that are unique based on what kind ot ticket they are are not changeable by anyone after creationif there is another way help would be appreciated, thanksChristian

Hi there, I’m trying to use a conditional statement that checks for navigator.useragent sessionStorage.get(‘some item’) localStorage.get(‘some item’)E.g. {% if localStorage.get('some-item') != undefined  %}<div>Some div</div>{% else %}<div>Some other div</div>{% endif %}   When I preview the page, this doesn’t seem to do what I intend. E.g. if there is no localStorage with that key, it still shows “Some div”

I would like to call a few REST API cals when agent send activation email to allow enroll user to MFA authentication

I have a webhook runbook set up on a hybrid worker in Azure that is written in PowerShell 5.1. When the runbook is triggered, the webhookdata object that is delivered is null. Below is the simple test script I’ve created as a starting point using an example from Microsoft documentation.When it runs, the WebHookData object that is delivered by the webhook is null. param (    [Parameter (Mandatory = $false)]    [object] $WebHookData    )if ($WebHookData) {    write-information $WebHookData    if (-not $WebHookData.RequestBody) {        $WebHookData = (Convertfrom-Json -inputobject $WebHookData)        write-information $WebHookData        }    $WebHookData | set-content -path "<some path>" -force    $VMS = (convertfrom-json -inputobject $WebHookData.RequestBody)    write-information $VMS    }else {    write-information "WebHookData is null"    } At one point, I was receiving data, but at some point, it stopped for reason I cannot figure out.  

To remove a grid gap from HTML/CSS code, you can use the “grid-gap” property and set it to 0. This will remove any spacing between grid items. Alternatively, you can use the “gap” property, which is a shorthand for both “grid-row-gap” and “grid-column-gap” and set it to 0.FontXS

I contacted support about this, and they recommended that I post it here for Freshworks developers. When I attempt to submit a topic with several tags, I get a 505 “internal server error.” Two HAR files are attached: one for a successful submission using two tags, and one for a failed submission using three.

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

🙏Mods, please move this ticket if I didn’t put it in the right place!  Thanks!Based on the API documentation found here: https://api.freshservice.com/#create_child_service_requestNote 1:Association of child Service Request to a deleted or a spammed ticket is not allowed.Note 2:Nesting of a child Service Request under another child Service Request is not supported. I should be able to use this endpoint, passing in a parent ticket id of a Resolved ticket.  But doing so results in the following error: "code":"invalid_id","message":"There is no record matching the id: 1337" Please either update your documentation or change this behavior.SOLUTION: The way I got around the issue is by reopening the parent ticket and trying again.

We’ve been using Freshservice for a while now and earlier this year adopted Onboarding and Offboarding, in which we utilize Workflow Automator to automate certain aspects of what we do. Because of this, we’ve noticed multiple issues. Dependent Fields (Onboarding) We’ve noticed that in Employee Onboarding, it’s impossible to access the lower levels of a Dependent Field. Currently, we use one so that our HR team can notify us of a new member’s department, but can only access level 1 of the dependent field. Unlike in a Service Catalog Item, there is no dropdown to select level 2 or 3.Dependent field when viewed via the “Employee Onboarding” section of the placeholders menuDependent Field when viewing from the “Service Item” section of the placeholders menu Paragraph Fields (Offboarding) Paragraph fields are inaccessible through the offboarding section of the placeholders menu. User being offboarded dropdown (Offboarding) When trying to select information about the user being offboarded, o

Straight to the point.Example > Customer sends an email with description:"Hi, I'm not able to login into my account"An automatic reply will send them an email with a link to our KB/FAQ based on keywords used in that email (in bold)"Hi, it looks like you are having problem to login into your account.Please check the following article in our KB/FAQ to save time and avoid waiting too much time KB > how to reset your passwordKB > how to setup a new passwordKB > why I can't access to my account"Is there an app in the Marketplace or anything in Freshdesk that can do something like this?Thanks for your help. 

In my FreshService Sandbox that I am working in trying to do some automation we have some fields as shown in the pic I want to be able to download these attachments, but I cannot find a way through the API to access these, These are attached when the ticket is created and need to be in these specific fields.I can access the text in the field without issue, via API, but not the attachments. Is there even a way to do this via the API? I have tried everything I can think of without success.

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