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3 days ago

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Using Freshdesk

Using Freshdesk

CX and Customer Support

4851 Posts

jc1630Apprentice

asked in How do I....?

Is website tracking possible with Fresh?

We have used activecampaign in the past and were able to track all website activity. We have installed web tracking code and use webforms but we dont see any website activity being tracked. i contacted their support and was told that I would need to create a hidden field in the form to track . I found that strange.Is web tracking not possible with Fresh?

EVDVApprentice

asked in Portals, Emails & Other Channels

How can I get the parent id in the same line as the child ticket in an export of tickets?

how can you get an export from freshdesk where in the child tickets the ticket id of the parent item is also included? Now you only have the relation (parent or child) but when you have a child ticket, it would be useful to have the number of the parent ticket in the export for reporting purposes. Anyone has an idea?

Kaley WhiteContributor

asked in Portals, Emails & Other Channels

Error 505 when submitting Freshworks Community topics with tags

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.

SOTAApprentice

asked in Contacts & Companies

Sync with outlook contacts does not work

Hi,Is here anybody who successfully managed to sync their outlook contacts with freshdesk with the use of the market place app “Microsoft Outlook Contacts”? At my helpdesk the sync doesn’t start. I’m not even get asked to log in to my 365 account.best regardsSascha

BrettGApprentice

asked in Portals, Emails & Other Channels

Feedback Form Needs Reformatting or Opportunity to Customize

The Submit button on the Feedback form is very small and much too far down on the page. It should be closer to the bottom of the form. The top dividing line and Email Address field are longer than the rest of the fields; it looks sloppy. These should be lined up. After entering your email address, you are auto-advanced to the Subject line. If you want to enter your name in the Name field, you have to go backward and click into it. Certain browsers, like Edge, do not auto expand when you click in the Captcha “I’m not a robot” checkbox. You have to scroll your way through the images in a narrow band. Captchas are frustrating enough without that extra hassle.

guardiolaApprentice

asked in How do I....?

Rename existing field options and consequences

In Freshdesk,What happens to existing tickets when I rename existing options for dropdown or dependent fields, and they have the old option named assigned? What are the impacts, for instance, in Analytics? Old tickets with the old option selected in the past will still keep the old information? Or will it be renamed? Or the field will go "blank"?Use case: I have fields that don't make sense to my operation anymore, and renaming is now a necessity. Thanks in advance!

hanneskolaSkilled Expert

asked in Contacts & Companies

Ability to remove identifying info from Contact after x time period

Hello!A following use case example:Contact creates a ticket that comes to Freshdesk and a Contact record is created for the person. After x time period (for example, 6 months) and no other activity (like further tickets have been raised by the Contact), we would be able to hide/encrypt the identifying data from the Contact record (name, email, etc.) for legal reasons. If the contact would send a ticket again after this, the data would be again unhidden. All tickets data from should still be acccessable for reporting purposes, if needed. This would mostly be related to tickets that are “feedbacks” in nature.I understand that deleting a user would mark all upcoming contacts as spam. Is there any way to “just delete”, without marking as spam?Any other ideas on how to potentially approach this sort of a use case?

A

GLFJCommunity Debut

asked in How do I....?

Create a ticket via the API with inline images

I need to create tickets via the API that include inline images originally in an email. I do not just want them only as attachments - I need to view them inline in the ticket body. Otherwise, there is little point as it just makes reading the message difficult. I have tried a number of things with no success: 1.) I replace <img src=”cid:somefile.png@1234”/> with <img src=”somefile.png”/> and adding a “somefile.png” attachment to the CreateTicket api. It appends the attachment but does not render inline. 2. I have replaced <img src=”cid:somefile.png@1234”/> with <img src="data:image/jpeg;charset=utf-8;base64,/9j/4AAQSkAUUUxxxUAf/2Q=="/> to inline the image as Base64 and entirely avoid attachments altogether. The system strips this out and renders it as <img/> If I create a ticket via the UI or even add a note I get the behavior I want which is something like this: <img src="https://attachment.freshdesk.com/inline/attachment?token=xxxxxxxxx" data-i

E.H.Apprentice

asked in Ticketing & Agent Productivity

how long does it take for a new ticket to come into freshdesk

It often happens that I can see no new tickets in my Freshdesk. After 10 mins there will be more than 10 tickets, and some of them sent more than an hour ago. Is there a setting that the inbox refresh much quicker?

A

Anonymous

asked in Contacts & Companies

Anyone Using Smarter Day Productivity Tools?

Hey everyone,I recently came across Smarter Day Productivity Tools and was curious if anyone here has tried them. I’m always on the lookout for better ways to stay organized, manage tasks, and improve efficiency throughout the day.How does it compare to other productivity apps out there? Does it offer any standout features that make a real difference in workflow? I’d love to hear some real user experiences before giving it a try. Any insights, pros, or cons would be greatly appreciated.Looking forward to your thoughts

A

NexusContributor

posted in Ticketing & Agent Productivity

Archive tickets updates?

Hiwhat’s this news about archived tickets? Any 'closed' ticket that has been inactive for 120 days will be archived.That means you cannot reopen it anymore, but the worst part is that the agent is not able to see it any more in the views. There’s a new view called “Archive” but it’s an export tool which is not available for the agent. That’s a big issue. I can accept that the ticket is freezed so you cannot modify or reopen it, but it should be available in the view or in the filter view.What do you think?

VinnnnApprentice

asked in How do I....?

[UNDELIVERED] Recipient's email server is unavailable or has not accepted your message

We're experiencing this error—why is this happening? Is there ongoing server maintenance? We conducted some tests: Test 1: A different agent replied to the same ticket. Result: The same issue occurred. Test 2: A new ticket was raised, and the agent replied to it. Result: The same issue occurred. Test 3: We tested replying to older tickets that were previously raised. Result: The replies were successfully sent without encountering the "undelivered" error. It seems the issue is only affecting recent tickets.

GOODYTop Contributor

asked in Apps and Marketplace Integrations

Using Team Huddle

I have been reading about Using Team Huddle. However even though I have the correct subscription I can not see the Conversation link in a ticket. Do I have to enable something in the admin?

ethan.tatumApprentice

asked in Contacts & Companies

Merging Contacts Who Use Custom Sender

Experiencing a real headache when trying to merge client contacts under a single company. The company in question utilizes Netsuite custom email sender addresses - so every new ticket a contact creates also creates a new contact in Freshdesk. These are all some long variation of random numbers. So for example, we have a regular contact who often creates tickets - we now have 60+ separate Contact entries for this one individual. Normally, we would just merge these subsequent contact emails under the main contact, but the limitation of 10 email addresses doesn’t allow for this. Is this an issue others have dealt with, and if so, what was your solution? I think the easiest thing to do would be to lift the 10 email maximum per contact restriction, but not sure if FreshDesk is going to do that.

equal.postostApprentice

asked in Contacts & Companies

How to fill Contact fields?

Hi,I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details?Thanks

mickbrennan7Apprentice

asked in Apps and Marketplace Integrations

GCP Integration fails for install

Is it possible to install multiple Cloud Discovery integration apps?I have AWS Cloud Integration installed and when I go to install the GCP app, it returns the following error { "status": 500, "message": "Error while executing the app server script.", "errorSource": "APP" } Any help would be appreciated.Mick

fpernetApprentice

asked in How do I....?

New ticket default field values

Hi All.Under Freshdesk, when we create a new email from the web interface ...default status is closed and default priority is low.We want to modify these defaults values for “Open” and “Medium”.Is there a way to acheive that ?We already created an automation but it works only for new ticket coming from outside.Thank you very much in advance

Matt KApprentice

asked in How do I....?

SSO SAML OKTA Freshdesk

I setup SSO with SAML and OKTA. Our logins to okta are different than the logins we use for freshdesk/freshworks. (when i mentioned freshdesk, see that as freshworks and vice versa)Eg. freshdesk login uses [email protected] login uses [email protected] is setup and when I attempt to login to “Sign in with SSO,” it bounces me properly to OKTA login. I then proceed to login to okta and it is successful so I’m sure it’s all setup properly, however, I do not get into our freshworks tenant because my login to okta, as i pointed out above, is not the same as the email address attached to the freshworks account.I’m guessin i need to map these out in OKTA somehow but I’m not sure where to do this. Anyone have experience with this?Thanks in advance.Matt

Perry.gyApprentice

asked in Contacts & Companies

assign several companies to one contact no longer possible ?

I would like to assign several companies to a contact because he is in charge of them. I used to be able to link multiple companies when creating a contact. Now it is no longer possible. Has something been adjusted ?

A

tloraApprentice

asked in Ticketing & Agent Productivity

Supress notification on ticket close not working on freshdesk

Hello, I’m having trouble trying to suppress the notification that is sent automatically when a ticket is closed. I’d read in the knowledge base that you can close a ticket without sending the email notification by pressing shift + close inside the ticket details page (here: How to close a ticket without sending an email notification to the customer? : Freshdesk Support) but, I did some testings and the notification is always sent. Does someone have any idea of what can we do to use this feature?Thank you!

TwazokApprentice

asked in Contacts & Companies

How do you Sync Azure users as contacts in Freshdesk

I have setup SSO for a new freshdesk account and am trying to work out how i have Freshdesk know about all our employees, so that when i go to create a ticket i can select and assign it to them. i cannot see anywhere in the settings that seems to support this - can anyone advise?

A

mnolansdApprentice

asked in Ticketing & Agent Productivity

Need Option for Long Note that "Clogs" Up Ticket

A user added a “Public Note” with a code block that is almost 16,500 rows, and the only way to see notes/emails below it is to manually scroll through the entire 16,500 rows, because Page Down and End keys don’t work, there is no scrollbar to drag, and I see no way to collapse the note. I tried “Split Ticket,” but it didn’t remove this note from the ticket - only copied it to a new ticket. Is there another way to deal with a note like this so that someone can easily see older emails in the ticket? Thank you!

tonorApprentice

posted in Portals, Emails & Other Channels

Problem with support agent

I'm having issues with Freshdesk support. I submitted a bug report, but the First Line agent does not understand that it's an actual issue and refuses to escalate the case to someone with the necessary technical expertise.It is so incredibly frustrating. Is the freshdesk support really this bad I probably should look for an alternative.

RichardConveryApprentice

asked in Ticketing & Agent Productivity

Ticket reply disappears

I have replied to a customer on a ticket and the comment no longer shows on the ticket.

DennisGlobalContributor

asked in Analytics, Reports & Dashboards

Freshdesk-Contact’s last activity

How do i check the Contacts useage. due to GDPR guidance?For example, Client 1 has a account, but hasn't used it for 1 year.Is there a way to export a list of these accounts that meet a certain threshold? and if yes, is here a way to do this automated?

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