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How do I....?

How do I....?

Using Freshdesk

626 Posts
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627 Posts

Debbie LarsenApprentice

asked in How do I....?

change visibility setting for notes on changes

Is it possible to change the default setting for notes on changes - so it pr. default is public and not private? I´ve allready use the toggle app on the tickets and it works perfectly fine there, but on the change module nothing changed. So the question is, is there any app or maybe a business rule that can help me with this matter?

JamesFSkilled Expert

asked in How do I....?

Email notifications for thread activity not working

Hi all,For these email notifications:we are not receiving any emails.When I go in and edit the notifications and send a test email from within the editor it works, but no one is receiving any emails for any of these events. Can someone suggest what else I could check or set up?Thank you!j

joshvengleySkilled Expert

asked in How do I....?

Field Manager: Incident Form - Add Call back number field for after-hour/weekend based on days of week and time

Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends? We currently have a ‘Call Back number field’ that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored. We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted. Has anyone had any luck with creating such a field, or is that an ‘enhancement’ we would need to request to Fresh to see if they can implement at some point?Thank you for your time.Josh

RobCrossHMSkilled Expert

asked in How do I....?

Configure prefix for ticket ID

I’m having a problem where emails that contain the exact same subject line as those created by the system (including the ticket number), are raised as new tickets, and not appended to the existing ticket.I haven’t yet setup the ticket ID prefix, and wanted to ask how others have this setup.I was hoping to use a symbol, like an additional #, but that’s not permitted - how have you all set this up?

McLTop Contributor

asked in How do I....?

Looking to limit form fields based on user permissions

Looking to use dynamic forms to only show certain fields based on logon id… Meaning, if a user logs in and that user has a tag (or can use another field) allowing them to see certain data we would show that selection on the form…. But if they did not have permissions we would not… Is this possible?example - customer A is allowed to see a list of customers they supportcustomer B is not allowed to see that list of customers because they have a different role. Is there a way to do this?

MKFishApprentice

asked in How do I....?

Date Field = Today will create a private note

I am trying to build an automation for a Follow Up Date field I added to tickets. I would like to have it when the date = today a private note is added to the ticket but I am not seeing that this is possible. It looks like I have to select a date but want a more generic option. Has anyone been able to do this?

CeydaApprentice

posted in How do I....?

Follow up feature

Is there any way to get the “Follow up” feature to follow up in the morning and not at the time that you created the follow up? Currently, I receive an email at 13:15 and want to follow up in 5 days time in the morning, but my follow up won’t show up until 13:15 on the 5th day… Can this be changed from my end?

JosueCContributor

asked in How do I....?

Automation on ticket update: perform actions specific days

It would be good to be able to perform an action automatically on selected days, o periods only.For example, to add a tag automatically if an action/update takes place on a weekend.

mikefirstaidApprentice

asked in How do I....?

Some tickets created by email are landing in spam

We moved from one type of form to another, and now some of our enquries are landing in spam, even though there’s nothing “spammy” about them. I can’t find a “rule” where we can set that anything coming from our website forms should not be marked as spam.New form is Fluent Forms in WordPress. The other form that we didn’t have this issue with is Formiddable. How do we prevent this from happening?

mikeproApprentice

asked in How do I....?

Frontegg SSO integration blocked by Freshdesk?

Team is trying to setup SSO with Frontegg authenticator. Frontegg explains we are being blocked by Freshdesk for some reason… has anyone experienced this and have some troubleshooting steps? I have reached out to support in the meantime.

apellotApprentice

asked in How do I....?

Two end-users cannot attach pictures to tickets

Two users on my network are unable to send picture attachments along with their tickets. Those are all the details I have as of now. Any general ideas where to begin in Fresh Desk?

HBussApprentice

asked in How do I....?

How to hide the popup "out of office"?

When I have set “out of office”, a popup appears in the corner down right. It hides a button “update” and i cannot close it: How to deal with it?Thank you for helping.

tathagata.basuApprentice

asked in How do I....?

NEED HELP WITH INTERNAL VRS EXTERNAL ARTICLES IN KB METRICS

Team,We need to see the number of articles which are internal and external (clients view) in the Knowledge Base Metrics dashboard based on the folder visibility. This would immensely help with pulling the metrics more accurately and out of the box.

The CenterContributor

asked in How do I....?

freshdesk support

How do I report a bug to Freshdesk? Support lets me go in and make a ticket; but when I go to submit this is what I get:“We are sorry. You have been restricted from accessing this helpdesk page.” Kind of strange that an app that is about processing bug reports doesn’t even let you report bugs…

thantsakoumisApprentice

asked in How do I....?

Automation to meet First Response Time SLA

Hello community,I would to ask if there is any idea / automation on how to meet First Response SLA in Freshdesk using an automation rule?This is because we have very tight First Response SLAsThe rule could for example imitate the response of the agent by just sending out some basic information of the ticket.Happy to hear your suggestions.Thank you,Thanasis

ayinuhaApprentice

asked in How do I....?

Problem: Receive SMIME signed e-mails

Until now, there was no problem when we wrote signed emails to the ticket system email.Since the last update, these are no longer displayed correctly, as now only ‘Not given.’ is displayed as the description text.Is this problem known?

JamesFSkilled Expert

asked in How do I....?

Possible to merge tickets without assigning them to person who merged them?

Freshdesk did not used to assign the merge tickets to the person who merged them. This seems to have started happening recently. Is there anyway to disable this? We do not want the merged ticket automatically assigned to the person who merged them.Thank you,

c.ziobroContributor

asked in How do I....?

We are sorry. You have been restricted from accessing this helpdesk page.

When a customers try to opne a tickect they receive this message"We are sorry. You have been restricted from accessing this helpdesk page" Our url access is: rubika.freshdesk.com Can you help me please ? BR.

Debbie LarsenApprentice

asked in How do I....?

Forward ticket via email to external - including all information

I’d like to forward a ticket, including the description, location ect. in forder for the external company to place a hardware order. I´ve setup the service item, workflow and everything is working, besides the information part. It won´t simply not drag the information over in the email. All above should be done without an supporters interference, and after the ticket is forwarded et will be resolved.

Ellis_PDMSCommunity Debut

asked in How do I....?

How do I resize the ticket comment box in a portal ticket view page?

Hoping this is the correct place to post.Within a Portal, in the Ticket View page - I want to allow the user to resize the comment field when they are replying to a ticket. I have successfully managed to get this to work within ticket submission using the below CSS:---- div.fr-wrapper.show-placeholder { resize: vertical; } ----I cannot figure it out for the comment field, when replying to a ticket on the Ticket View page.Any assistance is greatly appreciated.

AleksSKContributor

asked in How do I....?

Changing CSAT Ticket Module Colors on a Dark Portal Theme

Hello everyone,We use a custom dark theme for our Freshdesk help portal, and while logged in, in the ticket view, our users see the CSAT module on the right with a white background, which makes it too aggressive and text not visible (see the screenshot below).I currently don’t have access to development time to help me, so I wonder if I could change it somehow myself having access to the “edit theme” functions as the Admin of our Freshdesk system.Any ideas would be greatly appreciated!Merci 💙

driftooorApprentice

asked in How do I....?

Automatically hide widget on close?

Hi, is there a way to have the widget automatically hidden on close? I’ve hidden it on pageload, but on our website we want it to only pop out if a button is clicked, and after that if it’s closed then the button still remains showing on the page. I’ve tried adding event listeners to the close button and modifying the `close` function to no avail.

dwessellCommunity Debut

asked in How do I....?

Company Notes for agent in ticket?

How does everyone handle the visibility of company notes inside of FD for the agent? My understanding is that I can put a custom field for notes within the requester widget. But that’s pretty small and only one note. I’d like for a pop up or the ability to make a custom widget that can display more then one note.How is everyone else handling it? My agents won’t always click over and look at notes if they do not know the customer.

dwessellCommunity Debut

asked in How do I....?

Wordpress KB Integrations

We use Wordpress for our KB system. Are there any integrations or apps that will alow us to suggest articles to Freshdesk agents? ThanksDavid

Max_9999Community Debut

asked in How do I....?

Time Trigger - AUTO CLOSE - 30 day limit

I turned off the change resolve to closed ticket within 48 hours for a while. I want this automation time trigger to run on all tickets, however, the time trigger is limited to the past 30 days. How can I run this for all tickets including tickets past 30 days?

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