Using Freshdesk

When I reply to a customer on a ticket, I don't want it to CC my email box. Can I turn that off?

I would like to customize the fields shown in the contact details side panel when agents look at tickets. Is this possible? Here is my use case, I have all my users in the contact list and I have extra fields for them, such as what department they works in - say HR, Finance, Stores etc. and another field is what building they work in. Now I would this to be visible when I look at a ticket in the Contact details side panel - e.g. this screenshot. Some of this is visible when you press on view more info, but this is an extra step and should not be needed.Karl

Hello Folks!Here’s a quick look at what’s new with Freddy AI for Customer Service this month. These updates are aimed at improving both agent productivity and admin control—plus, a few exciting features are now in public beta! What’s new with Freddy AI for customer service this month? There’s a lot of new updates and enhancements that we’re rolling out to customers using our customer service products with Freddy AI! Here’s a quick summary for everyone here. Reply Suggester is now in Public Beta:  Agents now have access to AI-powered reply suggestions (generated using solution articles) to respond to incoming customer queries, resolving tickets faster and more accurately.Learn more |  

This is going to be a little bit rant-y, but I’m very frustrated with Freshdesk Support. I have submitted 2 different support tickets to Freshdesk support requesting help with a variety of issues over the last 7 days and have currently heard nothing on either one. This is particularly frustrating because on day 5 I resubmitted the first ticket to freshsales support instead and received multiple responses plus a resolution within 24 hours. Presumably these are two different team of people who are likely working completely remote from each other but the Freshdesk support is frankly bordering on embarrassing at this point. Not to mention I now have a third open ticket that appears to be intended for an internal sales agent to reach out to us and try to up-sell or otherwise “close the upgrade” in our plan. I can’t tell if whoever is running that support is clueless or what is going on but if our company wasn’t so set on using Freshdesk this woul

I have multiple ticket forms two of which are used for Feature Requests and System Bugs.  We share a list of all of the Feature Requests and bugs with our customers and I was hoping I could just build a custom ticket view and surface that in the portal.  That way it is always up to date.  This seems like quite a basic feature for a support portal but not something that Freshdesk portal currently offers which means I am going to have to resort to a manual process of keeping an article up to date.   I appreciate that Forum topics could be used to manage the above but that doesn’t work for us as we replicate bug tickets in DevOps and used Freshdesk to manage our roadmap items.Anybody found a workaround for this? Ok, so cannot update title…. “Portal”

I’ve been working with FS support on uneven auto-assignment of tickets. An example of this is that 5 agents show as available, but the same agent was assigned to the only two tickets in the pool that were entered that day (this pool is only for classroom emergencies, so is not high volume) . This happened a couple of times.FS Support shared with me that this could be caused by the agent having a session designated as “idle” in the portal. In that case: “The agent appears active in the logs but remains inactive in the portal, which the system interprets as an idle session (Please note that this is not reflected in the logs). As a result, the agent is marked as unavailable, preventing ticket assignments to them”This means that the availability widget shows the agent as available, but they actually aren’t and there’s no way to accurately get this information. I was pretty surprised that this was intentional design.So I am looking for a way around th

Hello Support, We have some custom HTML email templates (Built in Dreamweaver) and we want to use these formats in Freshdesk email notifications templates.This is an example of the HTML template: How can I import or insert a custom HTML template for Freshdesk notification templates? Regards,Rafael

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and  that were created 7 days ago or older I’m getting emails fortickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old.  I’m not getting those emails.   here is the flow and the pieces.  Any help or guidance is greatly appreciated.    

I have been working on a customer portal last year and everything was working fine after publishing it (the SEO was great!) One month ago I stumbled upon the analytics and saw that they dramatically decreased. The organic traffic was very small because Google was slowly taking down our solution articles (400+) and only 8 of them were still indexed.Most of the pages are in status discovered/crawled but not indexed. I checked in various threads and forums and it looks like it is because the main landing page has a wrong canonical defined. https://assistenza.zanichelli.it/support/home has this canonical declared: (https://assistenza.zanichelli.it/support/solutions). I define the canonical dynamically on the header so I don't have a wa

i am new here, welcome all contact me if any one need work help

Hello dear engineers,We are implementing a reverse proxy solution so that, upon migrating from our current FAQ to the FreshDesk hosted one, we can support the validation of all historical links and still serve new content.At first, it all worked well, but progressively we started seeing more and more “403 Forbidden” errors intermittently. This means that pages could either load, not load, or partially load.I suspect that, since now all of our traffic will be coming from a single location, it is possible we have been flagged as potential offenders by your networking strategy.Would it be possible to either confirm/infirm the above? I can provide you with our IP address to be whitelisted for this behaviour to go away.Thank you very much for any help you can provideRegardsKevin

, none of the related Topics are remotely close to my question,I am setting up Freshservice integration with on-prem Endpoint Central. When I test the connection, I only get errors. I added the IPs that Freshservice's “Support” provided, and it still fails. FYI none of the related Topics are remotely close to my question so I am just picking one.

I have a user who keeps getting this message when logging into Freshdesk.  How to suppress it?   The user *has* installed the Freshdesk plug in on his Teams. .  

Estamos recebendo diversos relatos de clientes informando que usuários com permissão para visualizar todos os tickets da empresa não estão conseguindo acessar esses tickets, que antes conseguiam. Poderiam nos ajudar a resolver essa questão, por favor?

I’m trying to create automation that displays reports on users that are offboarding.All of my lists and table end up as nearly unreadable single strings.  I’ve tried using web requests that return json and scripts in PowerShell orchestration .. the result is that the results are always printed as single strings:examples:[{"Person":"dhendricks","DeviceName":"tl2612"},{"Person":"a-dhendricks","DeviceName":"tl2612"},{"Person":"dhendricks","DeviceName":"tl-5cg235073f"}]Person DeviceName ------ ---------- dhendricks tl2612 a-dhendricks tl2612 dhendricks tl-5cg235073fNever anything nice and readable, in spite of all of PowerShell’s functions, such as:Person       DeviceName   ------       ----------   dhendricks   tl2612       a-dhendricks tl2612       dhendricks   tl-5cg235073f I think something about the orchestration app or the create note node keeps removing any newlines that I put in.Does anyone kn

Hi Freshwork community.I am setting up SSO using JWT with Freshdesk (by setting Customer Portal). I implemented successfully but when my customers login. I see their email instead of their name. It is really tough to me when I want to know who they are.I hope to receive your answer soon. Best regards,

It would be good if you had the ability to filter themes by free/premium. It was a pain to click through every theme only to find out majority of them had a cost associated. At a minimum at least provide a list of the free ones, which is only about 4 themes. 

Moose Purple is a modern-looking and maintenance-friendly theme for the Freshdesk support portal. It is based on excellent customer experience (CX) and the latest design trends. Flawless performance and easy maintenance Thi

Frio theme for Freshdesk has a clean, standard support center look without additional design elements. Thus it's su

In Freshworks, you have the ability to add tags to project tasks. The problem is there is no way to display these tags on the cards in the board view. It looks like the only thing you can do with tags is apply them to a filter. Has anyone had experience with this? Can you add the Tags to the Card view? In the customize Card area Tag is not an option that we can currently see. I am new to Fresh and am scouring the knowledge base and communities to better inform myself and to implement solutions for our folks in the office. Thank you!

Hi how can I view all the tags that are in our freshdesk?

I am helping a client with their FreshDesk system that was set up by their previous web agency. The client has a few different support request forms with some custom ticket fields specific to each ticket form. On their 3 main forms, instead of using the default description field, they created a few customer multi-line fields to ask for more specific information, and to accommodate more than one field for customers to use. The problem is this makes it very difficult for the support agents. All of the most important information provided by the customer is in the Properties widget section, which is quite small and difficult to access. I also noticed that the default "Description" multi-line field not only displays the the content in the Ticket body section, but also provides a rich-text editor, vs plain-text for any of the custom multi-line fields. I've reviewed this page for reference: https://support.freshdesk.com/support/solutions/articles/37588-understand-the-ticket-details-v

Hello.I’m wondering if there is any way to add a navigation menu to our knowledge base. When reading an article, the left pane shows “Related Articles” but if we wanted them to be read and followed in a specific order, it’d be much more helpful to have the entire Solution tree as something that can be made expandable. Sounds like basic functionality, but I can’t find how to make it work.Something like:Category A Folder 1 (expandable) Folder 2 (expandable) Folder 3 (expandable) Category B Folder 1 (expandable) Folder 2 (expandable) Category C Folder 1 (expandable) There wouldn’t be a need to always go back home. I know we can directly link from one article to another but that’s not what I’m looking for. Any help will be appreciated.Thank you.

Hi all If I am sending a new Mail via the “new email” button it creates a ticket. However if the customer replies to this newly sent email it creates a new ticket and doesnt show the reply in the original ticket where I created the message. I would expect the reply to be created as a thread with in the original mail ticket. What can I do to create the new reply in the old thread?Thanks and best regardsBen 

Hi,How can I retrieve data from Freshdesk via API for the date range from January 1, 2024 and for the specific group, to the current date?Thank you,Tin