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Automation: Reminder to the customer that the agent are waiting on a reply

How have you solved this case?Once an agent has responded to the ticket and are awaiting the customers input, we change status to “Waiting on customer”. After this status has been active for 48 hours, we want a reminder email to go out. Once. I have

NicoLTApprentice

Error while reseting password

Hello,I am currently unable to reset my password on the Freshdesk portal.When I click on the password reset link received by email, I get the following error:"Sorry, we couldn't locate your account..."I have already tried:- Requesting a new reset lin

161

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

robertocestina_personalApprentice

Getting Started

Hi, I just newly signed up with the trial account but keep on getting this issue when creating tickets:https://global7925.freshdesk.com/ Appreciate your immediate response on this as this is needed for a client demo. Thanks!

141

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crrzzyy8sCommunity Debut

Auto create ticket from contract screen

I’m looking for a way (workflow or alert) to auto create an incident or service request that's attached to the contracts > contractor feature when a contract is set to expire.

38520

5 days ago

fiyadeleonApprentice

HTML table's CSS is being removed

Hi, I am creating an automation wherein I send test emails (using power automate) to our helpdesk email with an HTML table within its body. HTML table is working fine when viewed through browser or if it’s sent to a non-helpdesk email, unfortunately

1932

6 days ago

maxhentschelApprentice

Outgoing emails are blocked for my account?

I recently created an account to use the Freshdesk Support Desk and now this error shows up:“Outgoing emails are blocked for your account. Please contact our support team at [email protected]” My account: https://pflegelust-gmbh.freshdesk.com/ T

351

8 days ago

OG Bobby JohnsonContributor

Placeholder within Approval Group NameNew Idea

We have a serious need for the ability to use placeholders within the action node for adding a name for the approval groups. Without this, we are having to run additional API requests; 1x to GET the approval groups, 2x to GET 2 different custom objec

4

542

15 days ago

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Dave KershawApprentice

Ticketing & Agent Productivity

Self Service Portal Templates

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different department

5702

16 days ago

Daniel BarrettApprentice

WhatsApp automation - send auto reply ONLY when incoming message

I want to configure an automation so that when we receive a WhatsApp message an auto response is sent.Currently, I can’t see a way to configure the automation for when we first receive only - otherwise if we create and send a WhatsApp this triggers t

160

18 days ago

pierreemApprentice

Outgoing blocked since 1 weeks, support sleeping

Hello,Our outgoing email has been blocked for one week now. We immediately opened a ticket, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we a

845

20 days ago

andersreveTop Contributor ⭐

Automation: Reminder to the customer that the agent are waiting on a reply

How have you solved this case?Once an agent has responded to the ticket and are awaiting the customers input, we change status to “Waiting on customer”. After this status has been active for 48 hours, we want a reminder email to go out. Once. I have

NicoLTApprentice

Error while reseting password

Hello,I am currently unable to reset my password on the Freshdesk portal.When I click on the password reset link received by email, I get the following error:"Sorry, we couldn't locate your account..."I have already tried:- Requesting a new reset lin

161

fiyadeleonApprentice

HTML table's CSS is being removed

Hi, I am creating an automation wherein I send test emails (using power automate) to our helpdesk email with an HTML table within its body. HTML table is working fine when viewed through browser or if it’s sent to a non-helpdesk email, unfortunately

1932

6 days ago

maxhentschelApprentice

Outgoing emails are blocked for my account?

I recently created an account to use the Freshdesk Support Desk and now this error shows up:“Outgoing emails are blocked for your account. Please contact our support team at [email protected]” My account: https://pflegelust-gmbh.freshdesk.com/ T

351

8 days ago

Daniel BarrettApprentice

WhatsApp automation - send auto reply ONLY when incoming message

I want to configure an automation so that when we receive a WhatsApp message an auto response is sent.Currently, I can’t see a way to configure the automation for when we first receive only - otherwise if we create and send a WhatsApp this triggers t

160

18 days ago

pierreemApprentice

Outgoing blocked since 1 weeks, support sleeping

Hello,Our outgoing email has been blocked for one week now. We immediately opened a ticket, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we a

Triggering SLA Reminders for High-Priority Tickets in Freshdesk

Hi everyone! I’m exploring Freshdesk automation—what’s the best way to trigger an SLA reminder only for high-priority tickets without affecting other tickets?

190

22 days ago

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alexandrosApprentice

Automating scheduled work from tickets (calendar / Outlook integration)

I’m looking for a better way to handle scheduled work tied to tickets.Right now my workflow is: Set the ticket status to Scheduled Manually create an Outlook calendar event Paste a note like “Refers to ticket <ticket link>” into the event T

552

24 days ago

vtgdsactsdavtApprentice

Getting Started

Error email config id

What causes the error?

331

26 days ago

NuzzirApprentice

How can I automatically add a tag when a new contact is added?

I noticed that in automations, there are only triggers for tickets. New tickets or tickets updated. I need automations for new and updated contacts. For some reason, Freshdesk does not seem to support this. I cant even get it working on Zapier either

170

1 month ago

Using Freshdesk

CX and Customer Support

Getting Started

72 topics

AI & Bots

17 topics

Knowledge Base

76 topics

Automations and Workflows

364 topics

Ticketing & Agent Productivity

292 topics

Portals, Emails & Other Channels

378 topics

AaronParkerSkilled Expert

More Visual Ratings for CSATNew Idea

I am finding the following a little restrictive and would much prefer if the colours could be associated to smiley / sad faces to make the survey more visual when received.Any ideas?

21

15810

6 hours ago

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CaraSkilled Expert

Analytics - Paragraph TextNew Idea

At the moment it does not appear you can export and report on Paragraph Text (Rich Text) within Freshservice. It does not appear a part of the data dictionary in reporting. Can this please be added (e.g. the description of asset types) so it can be p

4

484

T

10 hours ago

AbominableSnowminContributor

Allow Custom Fields in LocationsNew Idea

FreshService Locations do not allow custom fields today.Where it is important to maintain details about locations and not just physical location, it would be extremely helpful to be able to add custom fields here.In our use case, here are examples of

3

261

1 day ago

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leigh.websterContributor

Allow Agents to have a multiple email addresses like requesters doClosed for Voting

When you look at a requester profile, you can add multiple email addresses.When you look at an agent profile, they can only have one email address. This presents a problem for us as we have two separate domains.Domain 1: Used for all systems setups i

7

fabian.arltApprentice

Retrieve users a ticket is shared with via APINew Idea

Hi Freshservice team & community,I’d like to propose an enhancement to the API that would allow retrieving the list of users a ticket is shared with (e.g. shared stakeholders).Use case:In many workflows, tickets are shared with additional users f

5

dbonoApprentice

The ability to add time entries not tied to a change, ticket, project or release. I’d like to be able to add and account for non productive (non billable) time as well. also the ability to add time entries to projects in the mobile app.

1

ShawnKApprentice

Moving Time-Entries To TopNew Idea

It would be nice if we had the ability to move the time entries to the top of the side-bar as I get complaints from my agents about it being at the bottom as opposed to the top. It is just easier to be able to start and pause the time if it is right

7

CaraSkilled Expert

Users (Requesters And Agents) - Source / IntegrationNew Idea

Like other modules and features in Freshservice, it would be nice if you could see the source of how that person was created or updated and what they are linked to e.g. if Azure created them but they were also updated via a Workflow (not that this fe

1

mhallSkilled Expert

Display more than 30 tickets per pageImplemented : Idea is live

We deal with a high volume on tickets and it’s not practical for the owner of the tickets to have to click through several pages of their open tickets.I would like Freshworks to implement a feature where you have the option on the setting page to adj

78

AlexanderPaulContributor

Asset Manager role without needing to be an adminNew Idea

We need to start doing asset management in our instance, but the only role that we can see to add the option for an agent to be able to import and manage assets is to give them full admin rights. Could we have some more options so that people can imp

6

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