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Using Freshdesk

CX and Customer Support

4851 Posts
Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in AI & Bots
Say hello to Saurabh Deshpande, our Community Expert in AI Implementations!

Hello Folks!I’m super thrilled to introduce @saurabh.deshpande, Senior Manager at Freshworks, leading AI Implementations!Saurabh has a wealth of experience in implementing AI-driven solutions and has been at the forefront of initiatives like the AI Jumpstart program at Freshworks.Here’s a little more about Saurabh in his own words: he’s definitely an adventurous person but also enjoys spending time nurturing his home garden! We’re loving this mix of energy and calm, @saurabh.deshpande!I’m Saurabh Deshpande, Senior Manager at Freshworks, leading AI implementations within our Technical Shared Services team. With years of experience in building and deploying AI-powered chatbots, I help businesses leverage automation to enhance customer support and agent productivity.Before Freshworks, I was the Director of Professional Services at Jio Haptik, where I led over 100 chatbot implementations across industries. Having worked extensively in this space, I’ve seen firsthand what makes a chatbot su

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Kamakshi V
Community Manager
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Community Manager
Sumana SrikanthanCommunity Manager
posted in API and Webhooks
Set up Custom Objects in your Freshdesk yet?

Applicable plans: Forest/Enterprise You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever.  If you are on the Forest or Enterprise plan, just drop a comment on this post to learn more!

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Tintin
Skilled Expert
Navin Denzil
Community Manager
Navin DenzilCommunity Manager
published in Apps and Marketplace Integrations
Freshdesk Latte & Link

Hi folks, I’m Navin, a technical writer here at Freshworks. I’d love for you to join our upcoming Freshdesk Latte & Link—an informal, three-day, text-based conversation, live from November 12 - 14, 2024!  It is focused on helping you make the most of Integrations in Freshdesk. This is an opportunity to discuss and learn more about using the different apps you can integrate Freshdesk with to improve your customer experience strategy. We’d love to hear from you, so please send us your queries, and our experts will respond within three days. Topics include navigating the Marketplace, Integration best practices, suggestions/feedback on existing integrations, and new apps you’d like to see in the Marketplace.Whether you're new to Integrations or looking to dive deeper, get the answers you need at your convenience.Here are some of the most commonly installed apps we have recently launched, for which you can raise queries:CRM - Salesforce, Hubspot, and Pipedrive (Connector Apps). These ap

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Navin Denzil
Community Manager
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in API and Webhooks
Ask me Anything: Live Q&A on API's and Custom ObjectLIVE Q&A

Did we save the best for the last day of November? Let’s find [email protected], Customer Success Engineer, Freshworks, is all set to take the stage at a special ‘Ask Me Anything’.  A little note about our host 💎I got lucky to start and continue my career with a customer-facing job in an expeditiously growing company with over 8 plus years of experience. Starting as a Support Engineer really helped me to shape myself to have a "Customer First" attitude and to become this ardent customer experience representative.Having gained some technical exposure on how SaaS-based products function and have found some success in the areas of Implementation, customer support, framing/coordinating processes, and coaching analysts, I am working on understanding the workflow model of different businesses across SaaS to help offer recommendations which in turn would help deliver better ROI and improve our customers KPI’s! 🎥 Topic: 1. API’s: Overview and capabilities 2. Custom Objects💡 You will

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Umar Akbar
Contributor
R
Apprentice
REH62Apprentice
asked in Knowledge Base
Edge/Chrome won't display embedded iFrame PDF in Freshdesk but will in Freshservice

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code.Is there a setting in Freshdesk that I can turn off to prevent the code being appended?Thanks in advance for any assistance. 

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Vanya
Community Debut
N
Apprentice
ndeeApprentice
asked in Analytics, Reports & Dashboards
Custom Dashboard widgets

Currently I found only three widgets to add to my custom dashboard. Are I am missing something or is this all?  What about:- Custom Objects?- Recent Tickets?- Available Agents?This is very sparse and does not add any value

283
Amrit Mishra
Community Manager
raghavkannan
Apprentice
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?

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Kamakshi V
Community Manager
parknook
Apprentice
parknookApprentice
asked in Apps and Marketplace Integrations
Marketplace apps not working

When I click on the Marketplace icon and then Marketplace Apps, it just redirects to https://fullproxy.freshdesk.com/a/notfound and it doesn’t matter which browser I use for this, be it Brave, Chrome, Firefox or Edge. I even tried tethering to a mobile phone in case it was a local DNS and that made no difference Any thoughts / ideas?

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thebuybackplatform
Community Debut
Yuli
Apprentice
YuliApprentice
asked in Ticketing & Agent Productivity
Urgent: Clients Unable to Create Tickets – Error After Form Submission

 I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively. 

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leviezra21
Community Debut
ITNoob
Apprentice
ITNoobApprentice
asked in API and Webhooks
Intune App Invalid Azure Params

Hello! I would appreciate it if anyone can help. Followed instructions to install Intune app but I get this error:It asks for Azure Client ID and Azure Secret Name. I am assuming I need to create a registered app in EntraID? If so, I have done that and tried Client ID and secret ID but that didn’t work.

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ITNoob
Apprentice
S
Apprentice
satwant.singh-dhariApprentice
posted in API and Webhooks
Is there a way to search for tickets in API using a keyword?

Hi, i want to search tickets on basis of Title or Description with the help of API.So far i can get all the tickets or a specific ticket using this "/api/v2/tickets/" but i would like to know if there is a way to filter/search using a specific key word with the API.Something like this "/search/tickets?term=bug" or /search/tickets?query=bugThank you

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Georg
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 

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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. 

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Jemi5623
Community Debut
W
Contributor
Worthingu3aContributor
asked in Getting Started
Cannot setup freshdesk app.

Hi,I cannot setup Freshdesk app.It does not recognise the url (copied and pasted from working desktop). It will not send a reminder. “unable to send a reminder at this time”. It has been saying that for 12 hours.Brand new Lenovo tab M8.  Android 13.Any ideas please? 

2017
jordanwell123
Community Debut
M
Apprentice
mymukApprentice
asked in Ticketing & Agent Productivity
Ability to change state in a freshdesk ticket

Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.

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wise777
Community Debut
mikefirstaid
Apprentice
mikefirstaidApprentice
asked in Contacts & Companies
New tickets created from website form enquiry - How to get name from form's name field

Hi guysFor years Freshdesk has been assigning the proper Full Name of new enquires to our contacts when new tickets were created.  But now it doesn’t use the full name, but rather the 1st half of the email address.  Eg. if someone fills out a form and their email address is [email protected], the contact in Freshdesk is created as “Lucky123” - even if they filled in their full name.This changed when we updated the website and change WordPress forms from Formiddle to Fluent Forms.Our process was simple:Website visitor completes form → form email gets fowarded to unqiue Freshdesk email address → Ticket and contact is created from form info → Name is created based on the Full Name on the form (which was set as the “Sender’s Name” in the email settings.As mentioned, now with Fluent Forms it only used the 1st half of the email address (before the @) as the name.  So we have to manually update each new contact / leads name.Freshdesk support says we have to do it via a complex API setup and

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nick533
Community Debut
TPnice
Community Debut
TPniceCommunity Debut
asked in Portals, Emails & Other Channels
Threads Discussion - Parts of the text get lost

In Threads Discussion you can send messages with the key combination CTRL+Enter instead of the “Send” button.However, if you use the key combination, it often happens that only part of the written text is sent and not the complete text. The other part of the text is lost and cannot be called up again.What could be the cause of this error or how can we avoid it?Thanks

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Z
Community Debut
D
Apprentice
danniosunaApprentice
asked in Portals, Emails & Other Channels
Freshdesk automatic translation not working on knowledge base

I’m having the issue where the boxes we have on our frontpagehttps://support.aurocon.io/en/support/homeIsn’t working, the first two Getting Started and Video Tutorials, stays in English, when you click on them, even if we have the site langauge in Spanish, they go back to the URL of the English version.However further down on the image, we do have the boxes in the orange area, where those are working just fine.I cannot see to fix the coding issue, can someone assist?Attached in the .txt file are our current coding from the portal home, in the theme files. 

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Kamakshi V
Community Manager
RobCrossHM
Skilled Expert
RobCrossHMSkilled Expert
posted in Apps and Marketplace Integrations
FreshDesk & Dynamics CRM

Has anyone successfully integrated FreshDesk & MS Dynamics ?  I’m hoping to speak to anyone that’s got it setup.I’m looking for a 2 way sync.FD Ticket data inside CRMCRM Company & Subscription data inside FreshDesk

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RobCrossHM
Skilled Expert
J
Apprentice
jo.medeirosApprentice
asked in API and Webhooks
Filtering for non-empty fields

Hello, I am trying to search for tickets where a specific field is not empty or null. How do you express the NOT operator within a filter? For example, find all tickets where a custom field is not null? I have tried the following format ?query="cf_csat:!null""

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J
Apprentice
M
Apprentice
Mo_AbiApprentice
asked in API and Webhooks
Download or access to attachments in thread messages

How can I download or get the attachments of a thread message by using API? The following endpoints return the attachment ids of the attachments in the thread but do not return a download link for the attachmentshttps://developers.freshdesk.com/api/#get_message_for_thread https://developers.freshdesk.com/api/#create_a_thread Thanks

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M
Apprentice
A
Anonymous
asked in Contacts & Companies
Need Help Getting Started with Arduino Uno – First Project Advice?

Hey everyone,I just got my first microcontroller and I’m excited to start learning! I have some basic coding experience but have never worked with Arduino Uno before. I’d love some advice on a good beginner project to get familiar with the board and its capabilities. What are some fun and easy projects to start with? Also, any tips on essential components I should buy (LEDs, sensors, etc.)?Would appreciate any guidance or links to beginner-friendly tutorials.Looking forward to your suggestions.

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arthurfinch
Community Debut
PaulSnellingBiz
Apprentice
PaulSnellingBizApprentice
asked in Analytics, Reports & Dashboards
Lower First Response Time?

Hello, I have recently noticed that you can not set a first response time within the SLA polices lower than 15 minutes. Our company is looking to set this SLA to 5 minutes, is there an scope to have this setting amended so that lower times can be set?Also to go with this the lowest notification/approach timer that can be set is 30minutes. Would there be any scope to amend these to a custom timer.

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bobbapopcorn
Apprentice
SfrsDL
Apprentice
SfrsDLApprentice
asked in Automations and Workflows
Supervisor rule: Send email notification to requester if no response after five business days

Currently we are using a supervisor rule which sends an email notification to a requester if they do not respond after five business days, it was created using the recommended method as below;  The issue is sometimes, usually over weekends, users get caught inbetween the hours since agent responded due to it being based on Business hours.The scenario is Friday 17:00 (no longer in business hours) comes and the hours since an agent responded is at 38For the supervisor role above the conditions are met, as its between 37.8 and 38.9, therefore the automation takes action, send an email to the requester.However because we are no longer in business hours the hours since an agent responded is still at 38, and will be until Monday 09:00This results in an email reminder being sent out every hour that the rule is ran.Is there anyway to prevent this other than setting the rule to work on calendar hours? 

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Daniel Söderlund
Skilled Expert
progenix
Contributor
progenixContributor
asked in Getting Started
Can't access Freshdesk

Since around 06:45am GTM I have been unable to access tickets or https://support.freshdesk.com/. On the (very rare) occasion that it opens and populates, I can’t open or change the status of any tickets. I have tried multiple DNS servers, including 8.8.8.84.4.4.41.1.1.1208.67.222.222Automatic from ISP I’ve flushed DNS and done a full system restart after each change, but to no avail. A tracert to https://support.freshdesk.com/ results in the following: Tracing route to cf-routing.freshdesk.com [162.159.140.147]over a maximum of 30 hops:  1    <1 ms    <1 ms    <1 ms  [removed]  2     *        *        *     Request timed out.  3    12 ms    38 ms     3 ms  uo5-cust.coolideas.co.za [removed]  4    <1 ms    <1 ms    <1 ms  u30p-cust.coolideas.co.za [154.0.15.73]  5     1 ms    <1 ms    <1 ms  u23-cust.coolideas.co.za [154.0.0.75]  6     1 ms    <1 ms    <1 ms  ux-cust.coolideas.co.za [154.0.0.33]  7     6 ms     6 ms     6 ms  cloudflare.ixp.joburg [196.60.8

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progenix
Contributor

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