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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

121

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.

38420

4 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

1922

5 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 support@freshdesk.com” My account: https://pflegelust-gmbh.freshdesk.com/ T

351

7 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

14 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

14 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

16 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

18 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

121

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

1922

5 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 support@freshdesk.com” My account: https://pflegelust-gmbh.freshdesk.com/ T

351

7 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

16 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

21 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

22 days ago

vtgdsactsdavtApprentice

Getting Started

Error email config id

What causes the error?

331

25 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

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dbonoApprentice

time EntryNew Idea

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

4

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

461

16 hours ago

A

anthony castanoSkilled Expert

Why can’t we sort Ticket Views alphabetically?New Idea

Is there a reason why we still don't have the option to sort Ticket Views alphabetically in the sidebar?Currently, it feels like the order is either fixed or based on when the view was created, which makes it a bit of a scavenger hunt when you have m

2

10

A

16 hours ago

Medic1334Top Contributor ⭐

Document Template Improvements: Silent attachment and Customized filenameNew Idea

We have several processes which involve creating a document that is then printed and sent to a customer (or emailed via PDF). In doing this it emails the requester that the form was created. We additionally need to move the file out of the ticket an

1

40

18 hours ago

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CaitlinAdamsContributor

Need to Associate Multiple Document Templates with Single Service ItemNew Idea

It would be really useful to be able to associate multiple document templates with a single service item. For example, a promotion request service item may allow a requester to include changes to base salary, short-term incentive, and long-term incen

1

61

19 hours ago

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CaraSkilled Expert

System - Read Only Mode for Non-AdminsNew Idea

Would be good if you could make the whole system read-only, while there are major maintenance outages or if you are not yet live and only want people to access the system for testing purposes. Otherwise, you are constantly having to going through and

1

joshvengleySkilled Expert

Simplified 'Search' that provides results to populate the Category, Sub-Category, Item fields in Incident RequestsNew Idea

We are wanting to have a field added so a requester can type a topic (ie. printers) and that will provide option(s) that when selected, fills in the fields at the “Category” level and should also extend into Subcategories / Items without having to se

3

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