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Using Freshdesk

CX and Customer Support

4914 Posts
M
Skilled Expert
mhallSkilled Expert
posted in Ticketing & Agent Productivity
Skewed survey results

I’m having a hard time understanding the logic behind the surveys, which has led me to calculate them manually instead of relying on Freshdesk reports. Freshdesk told me that when a survey has multiple questions, only the first one is used in their calculation. That does not give an accurate view of how the agent performed with the customer. Our surveys are four questions total, with the following answers below (which I’m adding a point value to for this purpose) If there are 4 questions and each has 5 possible options, it should be weighted to reflect that. Extremely satisfied= 5 pointsMostly satisfied= 4 pointsNeither satisfied nor dissatisfied= 3 pointsMostly dissatisfied= 2 pointsExtremely dissatisfied= 1 point The total possible points should be based on how many questions the customer answers. If they respond to all four, the total possible is 20. If they only answer three, it should be 15 etc.Example: Question 1- Extremely satisfied (5)Question 2- Extremely dissatisfied (1)Quest

152
Kamakshi V
Community Manager
FaredoonCR
Apprentice
FaredoonCRApprentice
asked in Knowledge Base
Conditional != or !== statements in Liquid

Hi there, I’m trying to use a conditional statement that checks for navigator.useragent sessionStorage.get(‘some item’) localStorage.get(‘some item’)E.g. {% if localStorage.get('some-item') != undefined  %}<div>Some div</div>{% else %}<div>Some other div</div>{% endif %}   When I preview the page, this doesn’t seem to do what I intend. E.g. if there is no localStorage with that key, it still shows “Some div”

472
Daniel Söderlund
Skilled Expert
L
Apprentice
lewisjulieApprentice
asked in Apps and Marketplace Integrations
What is the difference between asana and asana connect

I have BOTH apps running on my platform and I should only need one….

484
ryanmitchell
Community Debut
A
Apprentice
amitlaApprentice
asked in Ticketing & Agent Productivity
Trigger REST API on new contact creation

I would like to call a few REST API cals when agent send activation email to allow enroll user to MFA authentication

131
mahendarsingh
Community Manager
K
Apprentice
ken.abbottApprentice
posted in Apps and Marketplace Integrations
FD to JIRA comments not syncing on JIRA ticket Edits

We use the Atlassain JIRA Plus App and works will except when a JIRA user Edits a existing comment. When this happens the comment is not picked up by the Webhooks and is not pushed back to the FD ticket.  I would think ALL customers would want this functionality as we are missing some critical updates when a JIRA comment is edited. Can the WebHooks be changed to pick up ALL changes in JIRA comments no matter how small?  Other connectors to other platforms (ADO) pick up the edits :).

551
mahendarsingh
Community Manager
kcorley
Apprentice
kcorleyApprentice
asked in API and Webhooks
What format are the attachments in when downloaded from the API?

Hello,We’re using Faraday + s3 links provided by the Freshdesk API when fetching tickets.  We’re able to download ticket attachments but are not sure what format they’re in when they arrive.We need to be able to encode/decode these ticket attachments and save them to our own s3 instance.  These will be PDFs exclusively. Is this something we need to change in the Faraday settings?

421
mahendarsingh
Community Manager
D
Apprentice
DougAtBHBApprentice
asked in API and Webhooks
Problems Processing Webhook Data in Azure PowerShell Runbook

I have a webhook runbook set up on a hybrid worker in Azure that is written in PowerShell 5.1. When the runbook is triggered, the webhookdata object that is delivered is null. Below is the simple test script I’ve created as a starting point using an example from Microsoft documentation.When it runs, the WebHookData object that is delivered by the webhook is null. param (    [Parameter (Mandatory = $false)]    [object] $WebHookData    )if ($WebHookData) {    write-information $WebHookData    if (-not $WebHookData.RequestBody) {        $WebHookData = (Convertfrom-Json -inputobject $WebHookData)        write-information $WebHookData        }    $WebHookData | set-content -path "<some path>" -force    $VMS = (convertfrom-json -inputobject $WebHookData.RequestBody)    write-information $VMS    }else {    write-information "WebHookData is null"    } At one point, I was receiving data, but at some point, it stopped for reason I cannot figure out.  

871
mahendarsingh
Community Manager
perrydaiperry
Community Debut
perrydaiperryCommunity Debut
asked in Getting Started
How can I remove a grid gap from HTML/CSS code?

To remove a grid gap from HTML/CSS code, you can use the “grid-gap” property and set it to 0. This will remove any spacing between grid items. Alternatively, you can use the “gap” property, which is a shorthand for both “grid-row-gap” and “grid-column-gap” and set it to 0.FontXS

7141
mahendarsingh
Community Manager
Kaley White
Contributor
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.

282
mahendarsingh
Community Manager
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? 

25110
robertmark456
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.

184520
D
Community Debut
davidwilliam006
Apprentice
davidwilliam006Apprentice
asked in Getting Started
Quick Intro Dario Schiraldi, an Executive at Deutsche Bank

Dario Schiraldi, an executive at Deutsche Bank, is recognized for his leadership and strategic expertise in the financial sector. He specializes in optimizing financial services and steering the firm’s global strategic direction.I’m joining the Freshworks Community to collaborate with peers and experts—whether I’m seeking solutions for products like Freshdesk or Freshservice, sharing best practices, chatting with Freshworks specialists, or staying ahead of new features and events—this platform keeps me informed, supported, and inspired.

110
davidwilliam006
Apprentice
Sai Swasthika
Community Manager
Sai SwasthikaCommunity Manager
posted in Analytics, Reports & Dashboards
New on Freshworks University: Freshdesk Analytics

Hello All! We’ve just launched a brand-new course on Freshworks University and it’s all about turning your support data into actionable insights.With the Freshdesk Analytics course, you'll learn how to:✅ Confidently navigate the Analytics module✅ Decode key metrics and attributes that impact performance✅ Use curated reports to track trends and measure success✅ Automate report sharing with quick scheduling and exportsIf you’re in a support, admin, or ops role, this course is designed to help you make faster, smarter decisions using clear, actionable insights.Feel free to reach out to me with feedback on any of our courses or if you’d like to co-create content together!For questions about the new Analytics course, reach out to ​@Navin Denzil Head over to Freshworks University and give it a go! Freshdesk Analytics: From Insights to Success    

450
Sai Swasthika
Community Manager
paulg44
Apprentice
paulg44Apprentice
asked in Knowledge Base
Re-order solution article order not working

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles but they “snap” back to where they originally were.For context I have Admin and Agent permissions.Any help or known issues would be appreciated. I haven’t found any answers searching so far.

1366
4
Community Debut
A
Apprentice
Access SkillsApprentice
posted in Getting Started
"Level 3 in Adult Care"

The Level 3 in Adult Care qualification is an important milestone for anyone working in the health and social care sector who wants to take their career to the next level. It’s designed for individuals already in a care role who are ready to take on more responsibility, including leading teams, managing care plans, and ensuring high standards of person-centred care. Many people find this qualification opens doors to more senior positions, such as senior care worker or team leader roles. It also provides a strong foundation for those considering further progression to Level 4 or Level 5 in Adult Care. One of the most valuable aspects of the course is how it blends practical skills with theoretical knowledge, making it highly relevant to real-world care settings. If you’ve completed or are currently working toward your Level 3, what has your experience been like? Has it helped you grow professionally? Let’s start a conversation and share tips, insights, and challenges to support others w

150
A
Apprentice
A
Apprentice
amit.eApprentice
asked in Analytics, Reports & Dashboards
Number Of Unresolved Tickets By Hour Of The Day

Hey Community,I am try to use analytics in order to build a dashboard that would show me the number of unresolved tickets by the hour of the day (as it would help me to track the workload during the day).Also, I wish to be able to see this dashboard for each date that I would like to put as a filter on my dashboard (today, yesterday, 2 days ago etc.)Does anyone has an idea how to make such kind of dashboard?Thanks!

783
Amrit Mishra
Community Manager
A
Contributor
anthony.lewisContributor
asked in Automations and Workflows
View access to groups causes problems in automations

Hello all!We have recently been trying to make some automation rules for re-opening of child tickets and have identified that if an agent only has view access to a group and adds a note then the automations doesn’t trigger as the system doesn’t seem to see them as an agent in that group. Has anyone come across anything similar and found a workaround? We don’t want to provide full access to groups for all agents which is currently our only workaround. Appreciate any feedback

427
S
Contributor
B
Apprentice
BretMCApprentice
asked in Ticketing & Agent Productivity
iPhone HEIC Uploaded Images To The App - Can't Open On iPhone

This seems like a simple issue that must have been addressed somewhere. Please let m know if it has.When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there?  Thanks in advance!

696
bxZoeesad
Community Debut
Dev1
Contributor
Dev1Contributor
asked in API and Webhooks
Bug with FreshService API for endpoint: Create a Child Service Request relating to Resolved Parent Ticket

🙏Mods, please move this ticket if I didn’t put it in the right place!  Thanks!Based on the API documentation found here: https://api.freshservice.com/#create_child_service_requestNote 1:Association of child Service Request to a deleted or a spammed ticket is not allowed.Note 2:Nesting of a child Service Request under another child Service Request is not supported. I should be able to use this endpoint, passing in a parent ticket id of a Resolved ticket.  But doing so results in the following error: "code":"invalid_id","message":"There is no record matching the id: 1337" Please either update your documentation or change this behavior.SOLUTION: The way I got around the issue is by reopening the parent ticket and trying again.

60
Dev1
Contributor
D
Contributor
depaolaContributor
asked in How do I....?
Forcing groups on Freshdesk

Hi, could someone know how to block unassigned group on tickets when agents update them?In this case, I would like that all tickets must be assigned to a specific group.

403
mahendarsingh
Community Manager
M
Apprentice
markgboriApprentice
asked in Getting Started
How Can I Streamline Bookings and Customer Updates for Luxury Travel Clients?

Hi Freshworks community! I’m working with a client who offers custom and private Washington DC tours, catering to guests who value personalization and seamless communication.I’d love input from others using Freshdesk or Freshsales:How can we automate booking confirmations and follow-up messages to create a premium experience?Any recommended ways to categorize and tag clients based on their preferred tour style or itinerary?What workflows or dashboards help monitor and improve customer satisfaction in a high-touch travel service environment?Curious to hear how you’ve used Freshworks tools to enhance luxury service delivery in any industry!Thanks in advance, and looking forward to your insights 

50
M
Apprentice
S
Apprentice
srinivasa guptaApprentice
asked in How do I....?
Can we restrict or disable the status once it is changed to closed?

Can we restrict or disable the status once it is changed to closed?  

324
N
Community Debut
stevemc
Top Contributor
stevemcTop Contributor
posted in How do I....?
How to more easily create dropdown with many items (e.g. country)

I needed to create a country field in Freshdesk in the Contact and Account forms.  But I found (disappointingly) the lack of a built-in field that had al the countries already.  Also, while there is a REST API to create ticket fields, there is not one for Contacts or Companies field. Since there are 241 countries I did not want to type or copy/paste that many entries into 2 different forms.  So I used Applescript to automate this as follows:Open Apple scripteditor and enter following command: activate application "Google Chrome" tell application "System Events" to keystroke "Brazil" & (keystroke (ASCII character 9)) Note: I used Excel to build this list.  Here is my XLS.  Just pasted the contents into script editor. (if for some reason this is not there in future just google a list of countries) Create a new dropdown field Click “Add item” as many times as needed (in my case 241 times) Create a couple more than you need in case you mis-count you can click thru this pretty fa

133712
smithh6664
Community Debut
e2nlabs
Apprentice
e2nlabsApprentice
posted in How do I....?
How to query for phone number where format are all over the place

Hi Fresh team -- new to this so I have a question. I know there is a filter that can be used to query for fields but it appears it does not like hypen when searching for a record as a parameter. For example:https://domain.freshdesk.com/api/v2/contacts?query="phone:AAA-BBB-XXXX"  "errors": [{"field": "query","message": "Unexpected/invalid field in request","code": "invalid_field"} Is there a way to query for a phone number regardless of the format? Whether be e.164, with parenthesis or hyphen? I did mention to the admin that they will need to change their contacts’ phone field format and make them all the same.

881
mahendarsingh
Community Manager
MarieC
Contributor
MarieCContributor
asked in How do I....?
Regular tickets import

Hi, I’m looking for a way to import some tickets regularly without paying at each time (like with desk migration tool).I already use freshdesk for customer support, but theses tickets come from another source and I’d like to use freshdesk as well.Thanks !

123315
kallu1
Community Debut

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