Apps and Marketplace Integrations

Hi Team:I recently configured the trail account “Instagram Direct” into fresh-desk, but I will be grateful if anyone can share his/her experience for the same. Thank you

Hi Team, Currently we are experiencing an issue with respect to local Oauth Redirection. During our code coverage, even though the Freshworks Redirection url are configured in the Gong, the FDK platform is not redirecting properly. The current FDK version used is “9.1.2” for the code coverage. Please find the redirect URI configured in the oauth app below for your reference. Additionally, please find the error screenshot attached below: Can you please help us to resolve this issue? Regards,Gowtham

There are two iOS mobile apps available for us: Freshservice app (Freshservice on the App Store (apple.com)) Freshservice for Intune app (Freshservice for Intune on the App Store (apple.com)) We are an Intune user, so we think we should deploy the Freshservice for Intune app. But I cannot determine the differences between the two. Can someone help me understand what I get from the Intune version that is not possible in the regular app? Also, are these apps intended for use by Agents or Users or both? Thank you.

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

Hi All, I’m developing a fronentend extension app in fdk for freshdesk. I’m using ticket_top_navigation placeholder. Is it possible to increase the width of the popup window?

I found the above thread that shows as “solved” but it does not appear to be the case. Zapier still does not seem to be receiving several key values from Freshdesk, making the integration basically pointless. I created a new integration and a new Zap, and as you can see several key values like URL, Requester, Requester Company Name, Description, etc. are NULL.

Instagram released its Messenger API to businesses on June 2, 2021. With this release, omnichannel customer support tools like Zendesk, DelightChat, Reamaze, and many others now integrate Instagram DM support directly into their products. Currently, Freshdesk only supports Instagram comments and hasn’t integrated with DMs yet. The question is why? This is really important for customers, for me is a “must have” and now I’m thinking in moving to another platform because i really need to have all channels in one place. Please Freshdesk team, let us know if you have this feature in short term backlog Thanks in advance

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 :).

How do I integrate Freshdesk with our company phone system, Nextiva?

Hello everyone, We are customers of Freshdesk, and we wanted to bring our knowledge base inside our application so that the users always get help when and where needed. We thought, what if users could click on any part of the application and get an explanation ? That explanation would be generated by AI based on the content we already have in our knowledge base, so we would not need to manage another content source. “ Explain This ” does that! If the explanation is insufficient, the user can continue to chat with the chatbot. As a bonus, you can see which parts of the application confuse the user without asking, so you can improve them later. We did the same with Tooltips . You set them once, e.g., attaching them to all labels or titles, and the tool figures out the context and generates the content for the user. It is powered by OpenAI’s chatGPT (GPT-4). The results we are seeing is less support tickets, but also less interactions with chatbot and faster in-app support. We call it Inl

Hello! I am back with another list of tips and tricks for our Super-Agents! We hope these are helpful in making your crucial work just a little bit more efficient. Remove quoted text app: Often, the customer willingly or unwillingly responds to your emails with the quoted text expanded. This causes long ticket threads to appear in your Freshdesk account. The Remove quoted text app will automatically remove the quoted text in the reply of an agent so that you don 't have to worry about it anymore. Attachment manager app: When a ticket has multiple conversations, it is quite tedious for the agents to go through every conversation and access attachments associated with it. In such cases, the attachment manager app allows you to organize all your ticket attachments, access them from a common location and download all the attachments in a single click. Reassign previous agent app: Consider a scenario where a ticket comes in and the agent working on it decides to assign it to another agent t

Hello, We at Synerity have developed a suite of apps to augment the capabilities of Freshdesk. Here is a list of some of them. Public To Private Note Converter: Ensure that all notes remain private for agents. Freshworks Public To Private Note Converter Integration | Freshworks Marketplace Open Ticket On Note/Open Ticket On Reply: If a ticket is closed, a note or a reply will reopen the ticket. Freshworks Open Ticket On Note Integration | Freshworks Marketplace Freshworks Open Ticket On Reply Integration | Freshworks Marketplace Company Viewer: Opens up a modal with information about the company associated with the selected ticket. Freshworks Company Viewer Integration | Freshworks Marketplace You can also find more information about our apps at Synerity Marketplace - Synerity AB

I connected Freshdesk to Zapier for a trigger “new ticket”. Many of the fields returned have a value of “null” But the biggest problem, there is no data for many of the fields. It isn’t passing the name or email of the requestor. What’s wrong? Is the integration broken? Requester name, requestor email, requests first name, requestor last name, type, tags = all of those are blank - returning no data.

We have some custom logic that asks the Freshdesk agent if they want to create a ticket or not: function promptTicketHandling(callData) { if (_requestTicketCreation == "Yes") { setTimeout(function () { if (confirm("Do you want to save the ticket")) { createTicket(callData); } else { console.log("Ticket will not be saved."); } }, 1000); } else { createTicket(callData); }} But now when I run fdk run i get the following error: The local server could not be started due to the following issue(s):✖ app\EmbeddableApp.js::319: Unexpected confirm. We prefer not to use client.interface .trigger("showConfirm", because it has proved quite buggy, especially when the agent waits a while before pressing confirm. I have already tried replacing the method with window.confirm, but this unfortunately doesn't solve the error. Has anybody faced this specific issue before? How did you solve it?

If you have a custom ticket field in Freshdesk, is it possible to expose and set that field when creating a ticket in Salesforce? For example. a “Job” number or ID to be set on the ticket. A Salesforce user could either set the custom ticket field manually or dynamically.

I am looking for a way to automatically sync my Agent’s availability between their M365 calendars and FreshDesk. Meaning if they are OOO, FreshDesk knows when to set them unavailable and available based on their OOO settings in Outlook.

Hello Community, Does anyone have any recommendations for a Azure DevOps/ Freshdesk integration app? I can see there are a few to choose from, so wanted to get people’s experiences of them. Many thanks, Toni

Hi When we use the Microsoft Teams app to create new tickets or add notes, it is showing as the wrong user as being the one who created it. It is always the same user no matter who creates the entry, is there a way to fix this?

Hi community, I am pleased to inform you that Bybrand now allows you to add multiple Freshdesk accounts. This can be helpful for support agencies, managers, or large corporations that use multiple installations on different domains. Integration easily centralizes email signature management for help desk agents. Example: To learn more, visit the Bybrand + Freshdesk integration here https://www.bybrand.io/integrations/freshdesk All the best.

Hi Everyone,I am making Serverless App with SMIs. I calling a third-party API using axios.post and setting the header to headers: { Authorization: `Basic ${base64Encode}`, 'Content-Type': 'application/x-www-form-urlencoded' } But when sending the request, axios is setting 'Content-type' to 'application/json'.Here is my code for calling the third-party API in server.js: let base64Encode = buffer.Buffer.from(data.iparams.client_id + ":" + data.iparams.client_secret).toString('base64'); let accTknBody = { grant_type: "urn:ietf:params:oauth:grant-type:jwt-bearer", assertion: String(data.iparams.jwtToken) } let response = await axios.post(data.iparams.server_url + '/restapi/oauth/token', accTknBody, { headers: { Authorization: `Basic ${base64Encode}`, 'Content-Type': 'application/x-www-form-urlencoded' } }); Note: All the variables have correct values. Any help is appreciated.Thanks