Using Freshdesk

Hi there, I tried to import some companies following your process in CSV, using the right format, the right headers but the mapping fails despite multiple attempts. With Hubspot I can import Excel files and the mapping is suggested (green = fields are identified and mapped, red = fields need to be mapped manually). That would be great to simplify this process and make it simple for all 😀  

Adding this to this particluar forum even though this is for Freshservice and not Freshdesk.  There doesn’t appear to be an API subforum for API in Freshservice?But anyway, I’m trying to update old tickets with summarized resolutions notes via API (yes, without Freddy) but haven’t had any success.  Has anyone had luck using API to update Resolution Notes in a ticket?  In Freshservice’ defense I don’t see any documentation about using the API in this way.  But I was hoping it’d be a simple matter of generating a body/json that looks like: {     “ticket”: {           “resolution_notes” : In order to fix this we had to use this 3 step guide”,           “resolution_notes_html” : <div dir="ltr">In order to fix this, we had to use this 3 step guide."</div>     }}The error I’m getting back indicates that it’s not an expected field saying “Validadtion failed” and listing the “resolution_notes”    I’ve tried with bypass mandatory and without.  Am I overlooking something simple in th

How do others utilize Facebook within Freshdesk.  It is very nice how the twitter posts feed into the Social area and you can review without every tweet becoming a ticket.  Would be great if you could monitor Facebook posts in the same way without them becoming tickets.  I understand you can use the filter for key words but it would be nice to have a social media agent you can monitor the entire Facebook flow without leaving Zen.  THen being able to convert specic posts they see into tickets manually.Are there some marketplace apps that some have utilized that provide greater functionality with Facebook/Fresdesk in this way?  Would be nice to have it contained within Fresh and not having to leave to a third party app.

Hey Folks !Below, you'll find a selection of Admin Guides for our products, designed to help you make the most of our features and ensure smooth management. Based on your plan, you can download these guides and share them with your new agents to help them get up to speed. You can also refer to them quickly whenever needed. In the attachments -Freshdesk Enterprise Freshdesk Growth Freshdesk ProDOWNLOAD 👇🏼

My site has a side bar: Instead of displaying “related articles” which are rarely actually related, I’d like to display the Category/Folder list that the article is inside of.It’s the same view that is found on the Solutions Home page. However, if I just take the code from the Solutions Home Page and drop it into the article view, it doesn’t work. It displays nothing:<!--Display Categories and Folders --><section class="sidebar content rounded-6 fc-related-articles"> <h2 class="heading">{{ category.name | h}}</h2> <div class="cs-g-c"> {% for folder in category.folders %} {% if folder.entity_collection.size > 0 %} <section class="cs-g article-list"> <div class="list-lead"> {{ folder | link_to_folder_with_count }} </div> {{ folder | sub_folder_article_list:5 }} </section> {% endif %} {% endfor %} </div></section></section><!-- end -->How do I get this display from the category d

Configuring Email Notification templates is quite a tedious and time-taking process right now. This process could be made easier by adopting an Atomic design principle to save HTML signatures, buttons, greetings, and salutations as components so they can easily be selected and only the body text can be changed throughout different templates.I made the effort of copy pasting each HTML template throughout the different Email Notification categories, but the company logo URL in the signature has changed and in order to change that, I'd have to go to each template separately and change that.I hope you consider this request for a better User Experience.

Hi,I’m trying to use the Freshdesk-Slack integration..I added some new public channels to our Slack in order to redirect the notifications there, and when I’m trying to add these channels to the Access Public Channels, they are not in the list of choices.Any idea on what the problem might be?This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately Thanks!

   When using the following endpoint, pagination works> Invoke-RestMethod -Method GET -Headers $headers -Uri ($uri + "/tickets?$fsUpdatedSince&per_page=100&include=stats,tags") -ResponseHeadersVariable 'ticketsResponseHeader'> $ticketsResponseHeaderKey                             Value---                             -----Date                            {Tue, 08 Jul 2025 05:43:06 GMT}Transfer-Encoding               {chunked}Connection                      {keep-alive}status                          {200 OK}x-freshservice-api-version      {latest=v2; requested=v2}Link                            {<https://xxxxxxxx.freshservice.com/api/v2/tickets?updated_since=2025-06-01T10:40:21Z&per_page=100&include=stats,tags&page=2>; rel="next"} However when using the /tickets/filter endpoint, the responseheader does not include the link attribute, so the built in functionality of Powershell 7 Invoke-RestMethod, FollowRelLink does not work. It would seem to be a bug? $in

Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.

Hello,We as a company have only recently started using Freshdesk following leaving an old ITSM solution. I can’t see anyone has mentioned this in the forums or from searches online so I thought I’d message here.We support a large number of schools for their IT issues, teachers are generally always teaching and they will say to us to contact them at say 12pm on Wednesday.In our old ITSM we could put the ticket on hold/pending and set it to open on a specific date/time by setting this in a field, the ticket would then change to an open state once that specific date/time is reached.I can’t see any way to do this in Freshdesk. I know you can use the To-Do list feature to set a reminder but this doesn’t take the ticket from a Pending state to an Open state, it just sits as Pending requiring the assigned user to set it as Open themselves. Is there a way for the To-Do list to automate this to set as Open? If this was possible then that would be a really good solution for usDoes anyone have an

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

Does anyone know of an easy way to bulk update all requestor’s primary and secondary email addresses? I tried importing a CSV but every records errored out.

We’re using Zapier API calls to get the requester name and email address from the user ID, but when the object is returned everything is correct except for the email address it returns. The address has the domain removed and a :censored:xx:xxxxxx.com address. The receiving service will not take that format as a valid email address. Why is this being returned incorrectly and is there a setting in FS that can change this?

We’ve got a group that we want to stop using.Is there any best practice guidance on how to prevent the group from being used?I want the tickets to still show what group the ticket was in when it was worked.

Hi community,I'm trying to create a contact using the Freshsales CRM API, but I'm receiving the following error response: jsonCopyEdit{ "success": false, "message": "Freshsales API Error (400): Please add a valid account" } Here is the sample payload I am sending: jsonCopyEdit{ "contact": { "first_name": "John", "last_name": "Doe", "email": "john.doe@example.com", "mobile_number": "1234567890", "sales_account_id": 202002197374 } } I'm setting the sales_account_id to an existing account ID (confirmed from the Freshsales UI and API), but still getting this error. What I've Checked: The account ID 202002197374 does exist in my Freshsales instance. I can fetch the account details successfully via the /api/sales_accounts/[id] endpoint. The contact payload structure seems valid per Freshsales API docs. The API key and domain are correctly configured, and other endpoints are working. Tried using both string and number format for sales_account_id.

Hello everyone! I’m Dario Schiraldi, and I’m thrilled to introduce myself as the new CEO of Travel Works. I’ve spent many years in the travel and technology sectors, building products that bridge customer needs with seamless digital experiences. I joined Travel Works to accelerate growth and innovation in how travel businesses operate and serve their customers. We live in an age where travelers expect deeply personalized, frictionless journeys—and we believe Travel Works can pioneer that next generation of experience. Our mission is to empower travel operators with the tools and insights they need to delight customers from booking through post-trip follow-up.Having evaluated numerous platforms, Freshworks stood out for its intuitive design, powerful automation, and strong developer ecosystem. I’m excited to partner with this community RegardsDario Schiraldi CEO of Travel Works 

How am I supposed to make an API call to view a list of subfolders? To view list of a Solution Folder you have to put in the category as a param…/api/v2/solutions/folders?category_id={id}

Hi, I have created a new Service Category in the in service catalogue in Freshservice but it is not showing in the customer portal? Is there a limit to the number of service categories I have 16 plus the “All Service Items” header.many thanks

HelloI have a website and I'm interested in a special form of Paniotatz for customer service that currently reaches me to the email defined in freshdesk, so using webhooks the customer will receive a return message to WhatsApp or the email he entered. But I encounter a problem when I try to create an automation, I don't get a proper URL link to put them on my website or on WhatsApp, how do I create this link?

Hi Freshdesk Support,I’m unable to edit or add a background image or icon in Freshdesk, even though I have Organization Admin permissions. Currently, I can edit the HTML/CSS and pages, but I can't find any option to add a background image or icon to my portal.At the moment, I'm using icons from the default Freshdesk data. The image “Picture 1” shows the option I’m looking for, while “Picture 2” shows my current theme editing workspace.Could you please advise how I can enable or access these options?Thank you.

Hi,When a customer submits a ticket via the Customer Portal Form, then for us it is necessary to get his/her phone number and address. Fundamentally the phone and address data are part of the Contact record.Therefore I do not want to create additional custom fields for them, because they would be duplicated this way. What is the best way to collect such data via the Customer Portal Form, even if the data will not be populated with the built-in contact fields used for the same purpose. Thank you for your suggestions!

Hi, I have had a freshdesk account for several years. today I sawis this message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account is https://poderjudicialvirtual.freshdesk.com/ Everyday I get around 50-60 tickets. It is kind of urgent for me to solve this. Any suggestion?  Thanks a lot in advance,

I created an automation to create a new freshdesk ticket my ticket is closed.I have a required dynamic ticket field with Level 1 and Level 2 values. However, some of my Level 1 do not have a  Level 2 set up.    "custom_fields": {        "cf_product_selection": "{{ticket.cf_product_selection}}",        "cf_functional_area": "{{ticket.cf_functional_area}}",    } My webhook is failing  "field":"custom_fields.cf_functional_area","message":"It should not be set, as input is not expected" I tried         "cf_functional_area": "{{ticket.cf_functional_area || ''}}" but it’s still not working. how can I have it check if the ticket has this field and exclude it from my json?  

Creating this thread on behalf of ​@Karel_Vlček ‘s behalf who raised this in the discussion:  In ​@Karel_Vlček ‘s own words -  I would like to analyze the behavior of the Workflow Automators I create. Whether they respond to events, how they behave, and why they don't work as expected. How do I view the logs?

It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute. note - both execute just fine if the ticket is created directly w/in freshdesk.