Skip to main content
  • EN

How do I....?

Using Freshdesk

  • 621 Posts
  • 1,422 Replies
622 Posts
paulg44
Apprentice
paulg44Apprentice
asked in How do I....?
Forum category icons

Is there a way to add icons to forum categories the same way you can to solution categories? I would like to do similar as I have here: The settings cog icon or something else to replace the paper stack default  

40
paulg44
Apprentice
Z
Apprentice
zefredApprentice
asked in How do I....?
Differrents group assignment based on email

Hello,I try to use 2 specific email address to create tickets in Freshdesk.The first email address must create ticket assigned to group “A” and the second email address must create ticket assigned to group “B” but then 2 email address create ticket in group “A” 

1006
ethan547423
Community Debut
N
Contributor
nathanveneContributor
asked in How do I....?
Help Widget Background Styling (Dark Mode Issue, white background)

Hi there,I’ve embedded the Freshdesk help widget into my app, which supports both light and dark themes. In dark mode, the widget appears with a white boxed background, which stands out awkwardly. In light mode, the background appears transparent and looks great. I think is some ind of error.Has anyone found a solution? Thanks in advance for your help!Best,

887
Kamakshi V
Community Manager
S
Apprentice
sarawomskiApprentice
asked in How do I....?
Freshdesk Update/Reopen with Outlook Reaction

Hello -Is there a way to stop an Outlook reaction from generating a response to a Freshdesk ticket, including if the ticket is closed and keep it from re-opening?I’ve noticed other posts about this topic but it seems to be for Freshservice and not Freshdesk. Thank you,Sara

372
Josh B
Community Debut
mharris
Apprentice
mharrisApprentice
asked in How do I....?
New Forum Topic or comment notifications

How do I get email notifications any time a customer creates a new topic or comments on an existing topic in my Forum? As you can see at our forum here, we receive a lot of feedback/suggestions from our customers. We need to be notified every time a new topic is created or a comment is added to a topic.  How do I accomplish this? Any help would be appreciated!

50
mharris
Apprentice
A
Apprentice
AreebaApprentice
asked in How do I....?
How to Fix Password Reset Key Error in WordPress

i have create new word press website i am faced the issue password reset how to fix this issue kindly tell me thanks. its website link here.https://www.alfalahw.org

384
H
Community Debut
K
Apprentice
kohudafApprentice
asked in How do I....?
Integrating Freshworks Solutions for Improved Customer Support in Mobile Games

As a mobile game developer, I'm currently exploring ways to enhance our customer support processes and ensure an exceptional gaming experience for our players. I've been intrigued by Freshworks' suite of customer engagement software and believe it could significantly benefit our mobile game development and support teams. How can we leverage Freshdesk’s features to offer in-game support to our players seamlessly? Are there any best practices for setting up a knowledge base or FAQ section within the game to address common queries? How can we enable real-time communication with players to resolve their issues instantly?

3793
F
Community Debut
B
Apprentice
bigshooterApprentice
asked in How do I....?
Admin account that does not eat an agent license

Hi All,I would like to include an admin account in my Freshdesk instance that is there simply as the account admin.  It would not perform agent duties.  From what I can tell this basic admin account eats up one of my licenses.Is it possible to have an admin account without an agent role that won’t eat up and agent license?  This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)

7626
carlos97
Community Debut
M
Skilled Expert
MichaelJMSkilled Expert
asked in How do I....?
Remove option to Add New Requester

I have been digging through permissions, roles, settings, portals, business rules, forums, and cannot seem to find a way to remove the ‘Add new requester’ option when creating a new ticket. Issue: we have Agents in both IT and non-IT workspaces who are creating Requester records for themselves or others because they are misunderstanding the intention of this button. Our Requesters sync from Active Directory, so we don’t WANT anyone manually adding requesters, as all of our requesters are internal. We need the ability to remove this option from everyone, as training/education of “please don’t use this button” is not working.

383
RobCrossHM
Skilled Expert
J
Apprentice
JaduApprentice
asked in How do I....?
Retrieve Historical Data from Freshdesk API to Power BI

I am trying to retrieve historical data in Power BI using Freshdesk API. But I can only retrieve data of 300 pages which is equal to 30000 tickets. i tried the updated since filter with pagination also. But didn't get data more than 2 weeks. Is there any way i can retrieve Historical data for 4-6 months.API link using to retrieve data - https://domain.freshdesk.com/api/v2/tickets.How can i get that amount of data in one go? 

130
J
Apprentice
vrutberg
Apprentice
vrutbergApprentice
asked in How do I....?
Configuring Apple private relay email service

Hello,I am trying to configure Apple private relay email service to work with our Freshdesk setup. This turned out to be way more complicated than I tought.I started by adding the domain and email adress we currently use to send and receive emails to the Sign in with Apple configuration: xxx-support.freshdesk.com, and [email protected]. They were successfully added, and Apple is correctly showing that there is no SPF verification for this domain or email address, as expected.I proceeded by following this guide to add SPF records to our own domain: https://support.freshdesk.com/support/solutions/articles/43170-create-an-spf-record-to-ensure-proper-email-deliveryI successfully added these records to our DNS configuration, but Apple was at this point still showing SPF as being unverified. I figured that this was probably because we aren’t using our own domain name for sending and receiving emails.Now, as I am adding a support email address using our own domain, it seems li

202
vrutberg
Apprentice
rtwardzik
Apprentice
rtwardzikApprentice
asked in How do I....?
Responding in ticket to a cc-ed email who is not the requester

Often there are several cc-ed emails on tickets submitted through FD via email (email is the primary method our users create tickets with FD).  When any one of these cc-ed emails responds to the ticket via email, my Reply in FD lists just the Requester who originally submitted the tickets in the TO line. This means I’ll be addressing a question asked by a person in the CC line, but the email address in the To line is not the person I’m addressing.  This has been a source of confusion for our clients / users and looks like I made a mistake in how I am emailing the client. I really need FD ticket replies to work more like how most email services (like gmail) work:  if you click Reply, the email will default the To line to the email of the person who submitted the most recent email response. Is there any setting in FD to accomplish this?  Or does this require FD to change some of their logic? I appreciate any help here!  

6017
H
Community Debut
P
Apprentice
PamelineApprentice
asked in How do I....?
Export articles - Error : Has to be lesser than current time

Hi all,When I try to export data from freshdesk, i got this error message : Has to be lesser than current time  What should I do to export data ?ThanksPascal

324
P
Apprentice
SIVAKUMAR
Apprentice
SIVAKUMARApprentice
asked in How do I....?
Oauth Error in Freshdesk

I've been trying to install the Freshdesk-Salesforce app, but it keeps throwing an OAuth error even though the client ID and secret are correct. redirect url that i used : https://oauth.freshdev.io/auth/callbacki just simply followed the below link for setup.https://support.freshdesk.com/support/solutions/articles/50000009747  

382
SIVAKUMAR
Apprentice
Federico Euw
Apprentice
Federico EuwApprentice
asked in How do I....?
Sending notification to agent when a note not his own is entered

Hello everyone,I need a notification to always be sent to the agent assigned to the ticket when a note is added in said ticket (so not only when the agent assigned to the ticket is mentioned)I have tried to do such an automation, but found the limitation in the situation when the assigning agent adds a note to their ticket. In fact in this case the notification still comes to him.Is there any way for the agent not to receive notifications of his own notes added to his tickets?Here’s the automation:  Thank you very much :D 

282
Federico Euw
Apprentice
AkaCarioca
Contributor
AkaCariocaContributor
asked in How do I....?
Importing tickets to Freshdesk

Is there a native/declarative way to import tickets into Freshdesk?I was able to impot companies and contacts, but can't find a way to do the same with tickets.Only found a paid app on the Marketplace that supposedly does this. 

5513
sano1234
Contributor
N
Apprentice
nutricApprentice
asked in How do I....?
Line break problem in plaintext based email clients

Hi!I am in my last days of the trial period I am mostly happy with Freshdesk. However, there is one issue I can’t live with: the formatting of the emails when opened in a plaintext based email client. All line breaks are basically gone and the email is pretty much unreadable (see screenshot). I am certain it’s a Freshdesk-related issue because I have also been testing Zoho Desk and Zammad and the emails coming from those systems look absolutely fine. Does anyone know if it’s possible to fix the issue? I think, it’s probably a bug but I haven’t seen a way to contact the actual FreshDesk support.  Screenshot of email in plaintext email client 

221
eeha0120
Skilled Expert
M
Apprentice
mbsoulApprentice
asked in How do I....?
Whatsapp outbound message templates, using named parameters?

We are already using the Meta API for Whatsapp, we are migrating use cases to freshChat, i was able to send renditions of my templates during testing that did not have any parameters successfully, however we have some templates with named parameters NOT numbered like {{1}} etc, and params in the rich_template_data only shows {“data”:”example”}, how can i use this for the already named parameters? reference: https://developers.freshchat.com/api/#outbound_message_object

80
M
Apprentice
RobCrossHM
Skilled Expert
RobCrossHMSkilled Expert
asked in How do I....?
Feedback Form

Has anyone made use of the Feedback form (admin - Feedback Form)This could be really useful for us, but seems like i’m going to have to learn HTML to get it working, which is a pain when the rest of the system is configurable. 

1394
RobCrossHM
Skilled Expert
shehzad331123
Apprentice
shehzad331123Apprentice
asked in How do I....?
Creative Ways to Use Automation in Freshdesk for Personalized Customer Support

Hi everyone,I’m exploring how to make better use of automation in Freshdesk to handle repetitive customer queries efficiently while maintaining a personalized touch in responses.For example, I’ve set up basic automation rules to send acknowledgment emails, but I’d love to know:Are there any advanced or creative automation workflows you’ve implemented? How do you strike a balance between automation and personalization in customer interactions? Any tips for using automation rules to improve team productivity or customer satisfaction?Looking forward to your suggestions and examples! 😊Thanks in advance!

503
Yusuf Ahmed
Community Manager
J
Apprentice
JoDelApprentice
asked in How do I....?
See important Company info on the ticket

Is there a way to show important company information in a ticket - so that it is in the agent’s face?  They wouldn’t have to drill into the company details to see important information.For example If we make the Health Score ‘At Risk’, because we are concerned about retention and want to handle them with care.  Maybe they have OS AR and we want to forward to the accounting team, before we assist them.  Something like this that doesn’t come up often.How do we identify these companies when the agent opens the ticket?If there isn’t functionality for this, any thoughts how to use what is out there to do this - in our case, we are not using a lot of the available functionality/fields, so we most likely have an unused field that we can use to do this in some manner.

22411
Yusuf Ahmed
Community Manager
M
Apprentice
markedmundsApprentice
asked in How do I....?
White border around widget help button

I’m embedding a freshdesk widget onto our dark themed application and everything worksexcept we are getting white border or spacing around the help button, which is extending all around the button and especially out to the left of it. So both the white spacing looks wrong and it also stops elements under the white being clicked which is confusing for the user when not in dark mode..I’ve discovered that the iframe the widget in is part of the reason why it expands to the left (the default 300x150 iframe sizing) and I can manually reduce it (example below) however there's still the white around the button?So - two questions - any idea why I’m seeing such a big white area - and why is it white and not transparent?What is also strange is if you click on the button so the widget appears, that has a transparent background as it renders the corners properly?Any feedback or insights would be very much appreciated?The problem occurs on both firefox and chrome. This is a laravel application, usi

402
N
Contributor
Demetri
Apprentice
DemetriApprentice
asked in How do I....?
Customer of ours is unable to logon to freshdesk?

Getting {"code":"internal_error","message":"We're sorry, but something went wrong."} consistently when they are trying to do any action on freshdesk through links  Please see and advise accordingly PS -- They are using 2 different browsers, cache cleared and IT has already verified they can access so this is on the Freshdesk side.

240
Demetri
Apprentice
N
Contributor
nathanveneContributor
asked in How do I....?
Remove background from freshdesk help Widget

Hi there,i’ve added the embed code of the help widget, but i appears boxed in white. Any idea how to make it disappear?best and thanks

460
N
Contributor
Moniquevanz
Contributor
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?

1254
M
Top Contributor

Badge winners

  • Smooth talker (10)
    Vanderdeckenhas earned the badge Smooth talker (10)
  • Wizard of Creative Thinking (5)
    therobertscotthas earned the badge Wizard of Creative Thinking (5)
  • Lightning (Mc)Learner
    luis.sanhas earned the badge Lightning (Mc)Learner
  • Lightning (Mc)Learner
    Akash sivaramanhas earned the badge Lightning (Mc)Learner
  • Wizard of Creative Thinking (5)
    lsommerhas earned the badge Wizard of Creative Thinking (5)
Show all badges
Terms of Use
OSZAR »