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Using Freshdesk
Apps and Marketplace Integrations

Apps and Marketplace Integrations

Using Freshdesk

105 Posts
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105 Posts

shawn.keimApprentice

asked in Apps and Marketplace Integrations

Want to move from Slack to Teams

We have been utilizing the slack integration for several years now, during which time our company has moved over to teams as an organization. I would like to utilize the new MS teams integration, unfortunately the developers did not make the integrations equavalent. While I can add a push to slack action to a private slack channel, The MS teams integration only allows pushing a message to MS teams Public channel. As we have channels for supervisors, Level 1, Level 2, …. This basically nulifies the entire integration. Has anyone been able to set up a webhook or come up with a workaround for this overlooked functionality?

Josreny BotardoApprentice

asked in Apps and Marketplace Integrations

Create automatically issue in Jira

Hello friends, ask, it is possible that the ticket that is created in freshdesk is generated automatically in Jira, without having to do it manually, that is, without having to enter the ticket in freshdesk, search for the Jira Plus app and press the "Create Ticket" button

MatminApprentice

asked in Apps and Marketplace Integrations

Kanban boards for requesters?

It is possible to grant permission to an end user or “requester” (Non agent) the ability to see a Kanban board for a specific group? We have a user that is heavily involved with a specific group and needs to see all tickets assigned to an agent group. He would like to have them displayed in the Kanban format as well. Do to contractual and security reasons I cannot make him an agent or observer as that would enable them to see private notes. Any ideas?

JmonsalveApprentice

posted in Apps and Marketplace Integrations

Help/guidance to track product after sale history and costs

My company sells bicycles directly to customers via our Shopify webpage (we have the connection between Shopify and FreshDesk already operational), and I'm in need software/platform/extension that can allow me to: Track the "life" of my products and know based on the Shopify purchase date information whether this product is still under warranty Track any further rework, change of parts, change of product, maintenance work, etc... has been done to the product. Identification of the product can be based on the unique order number a customer is assigned when purchasing through Shopify, or using the customer's email at the moment of purchase. Track the costs associated with any of the events associated above.I hope I expressed my needs. What I'm thinking may be a good example is when you take your car to service with the dealership. They have a software/platform which tracks if any parts have been previously changed, all of your maintenances, cost of labor, etc. Any idea what might help me

jhensonContributor

asked in Apps and Marketplace Integrations

Atlassian Jira Plus v 30.0 issues with On-Prem Jira integration

We are having issues linking Jira tickets to FreshDesk tickets using the app, but existing linked tickets seem to be still updating. Is anyone else experiencing this issue?

StillRayApprentice

posted in Apps and Marketplace Integrations

Yeastar Intergration with Freshdesk

We need an integration for Yeastar Call Center solution developed. Zoho desk ans Zendesk which are similar products to Freshdesk have already integrated with Yeastar, I see no reason why Freshdesk is yet to consider this

triyosigirindaContributor

asked in Apps and Marketplace Integrations

Native Tik Tok integration

Hi,We have a customer who asks for native Tik Tok integration from the Business account to reply comments inside Freshdesk, but it is not available for the time being.This discussion has been raised on a Support ticket ID: 11614516 as Feature Requests with Freshdesk team and we were suggested to raise this discussion on the Community Forum that display a case might be related to other global customers/ users of Freshworks so these features can be possibly determined in the future product roadmap. Please keep us updated.Thanks.

imranhashmiApprentice

asked in Apps and Marketplace Integrations

React native push notification not shown when app is closed

I have a react native app. I am using react-native push-notification npm module for pushnotifications (mainly local notifications), this is working fine.I use OneSignal service for remote notifications which works fine as well.However, now I am trying to use react-native-freshchat-sdk (third party tool) to provide chat functionality within the app.I have the following code PushNotification.configure({ // (optional) Called when Token is generated (iOS and Android) onRegister: function (token: any) { console.log('TOKEN:', token) dispatch(tokenGenerated(token)); }, //(required) Called when a remote or local notification is opened or received onNotification: function (notification: any) { console.log(`**********notification received ********************* : ${JSON.stringify(notification)}`) Freshchat.isFreshchatNotification(notification.data, (freshchatNotification: any) => { if (freshchatNotification) { console.

forestcallApprentice

asked in Apps and Marketplace Integrations

How to add Shopify Products ordered?

Hi All -So the Shopify plugin is installed. How do I add ticket fields so the customer can select the order they want to reference in the ticket?Thanks!

WarrenMSApprentice

asked in Apps and Marketplace Integrations

GDPR Personal Data Retention - Is there a way to automatically 'forget' users/customers by time?

Morning all,It looks like Freshdesk will basically hoard user data until I tell it otherwise. One of the key points of the UK GDPR is that Personal Data (i.e. names and emails) can only be stored for as long as necessary, however, they could be sitting in Freshdesk indefinitely unless we go in and manually ‘forget’ them.Is there any mechanism for automating this? The ideal solution would be time and status based, so a user whose tickets are all closed is ‘forgotten’ after 6 weeks?Thanks,

grantpattenApprentice

asked in Apps and Marketplace Integrations

White-labeling with Freshdesk

My company provides technology solutions to external clients. Sometimes we have a channel partner who resells our services to their end users. We have found the multiple portals option to be very handy so we can brand ourselves as our channel partner when their customers open a case in our portal. Question: is there a way to do the same thing with email signatures - where the signature on our agents’ outgoing email responses will match the branding of the portal that the client is coming in through?

Daniel SöderlundSkilled Expert

asked in Apps and Marketplace Integrations

Remove e-mail history for incoming reply

Hello, I found some old posts about this but no solution. Tried to google a bit for it as well but I guess I’m searching for the wrong key words. I don’t want to see the quoted text when I get a reply from a customer in my ticket. Eather remove or collapse the quoted text. Is there a built-in function for this or current app or can it be done making an app ? Comments include full comment history | Freshworks CommunityCreate an email delimiter to clean up the replies flow on ticket interface | Freshworks Community Kind regardsDaniel

Karl.RichardsonContributor

asked in Apps and Marketplace Integrations

Freshdesk: "Steps" App no longer works and its actually what we really need!

Hi, I was on a call with our new account manager and she pointed me in the direction of this app: Steps From how she explained it, it was exactly what i was looking for after years of wishing FreshDesk had that functionality.. so I was over the moon. Only to realise, the app is now deprecated and doesn’t install! The developer email just bounces too so its been completely discontinued Is there anyone with a known alternative to this app or anyone knows any devs/if FreshDesk is working on replacing it?

stevemcTop Contributor

asked in Apps and Marketplace Integrations

Hide builtin fields in freshdesk customer or contact

Can I hide some of the built-in fields so that the agent does not need to see them? Specificallytwitter id mobile phone work phone Unique external idI am trying to hide these fields and instead have the req’d fields on top of form (name, email, company and one more required custom field I added)I did disable them from being seen by customers but can’t do so for agents. Here is screenshot:I would like an option to change “Display to Agent” I suppose its not possible but I think it should be if not.

MWSApprentice

asked in Apps and Marketplace Integrations

Dropdown Type adjusted to Roles/Groups

Hey everybodyI was googling and searching for this for a while now, and I have not found any solution as of now. I have several teams working with Freshdesk, and we decided that they can have a dropdown for a certain type, so we are able to analyse what kind of requests are coming in. All three teams have different cases and now everybody has a huge dropdown list with different choices. I would love to set up a dropdown for a certain group/role. So that Role/Group A only sees the dropdown for Group A and Role/Group B can only see the dropdown for B. Is that in any way possible? Kind regardsMike

gautam.goyalApprentice

asked in Apps and Marketplace Integrations

TDL Tatadigitalsit. server less app "Search brand/ITSM ticket app" not working post version upgrade. Need immediate help

We are having issue with search brand/ITSM ticket serverless app on SIT(https://tatadigitalsit.freshdesk.com) Environment post version upgrade.We are able to pack & deploy on server but can’t execute. Basically, nothing is invoked in the app. Example 56638 tried from server nothing happened. Console logs are also not available in logs When same is tried from local it is working fine. Example 56636 when hit from localPlease see log at your end or provide your time for the same Impact:XXX Go Live 6th Oct XXX Improvement Other detailsApp Name: Search Brand/ITSM Ticket Node version: v14.18.1 FDK version: v8.6.3App Live Version 116.0

Daniel SöderlundSkilled Expert

asked in Apps and Marketplace Integrations

Automate Shared ownership

Hello, Any advice on how to prevent first line agents assigning to a specific internal group(s)?I have a customer that want to use shared ownership to escalate tickets. Have set it up like this: Team 1 Firstline → Global support (internal group) → dev team (internal group) Firstline should only be able to assign to Global support and not the Dev team. TIA Daniel

hooper123Apprentice

asked in Apps and Marketplace Integrations

Slack Integration - Including screenshot in ticket

Is it possible to add a screenshot in a Freshdesk ticket created in the Slack integration.

gautam.goyalApprentice

asked in Apps and Marketplace Integrations

Browser file control & rich text field in custom app - Modal and Full page

We have requirement to allow file upload feature in modal to capture customer evidence for profile update in the modal and full page custom app. This is one example and various such cases wherein we want this control which will eveutally provide us possibility to upload selected file in the ticket.This will upload file from local system similary, we require rich text similar to description in modal and full page custom app. Note, we can't use parent child market place app as we do not have facility to modify it as per business needs like validation etc

BartXApprentice

asked in Apps and Marketplace Integrations

Problem with Auto Ticket Merger app (merges tickets with closed tickets)

Hi, We recently started using the Auto Ticket Merger app. Great app but we just run into a problem. This app merges tickets based on email address, which is fine in principle. The problem we run into is that the app merges new tickets from the same sender into the old (already closed!) ticket. As a result, we don't see new customer reactions coming in because we only filter on open tickets.Is there a solution for this? If you can set that only open (!) tickets can be merged, then you are already there.I can't find a solution for this in this app. Someone else? Or maybe someone has another solution (app) for this?Thanks,Bart

Morten_lysgaardApprentice

asked in Apps and Marketplace Integrations

Teamviewer Integration error

We have just launched ticketing via Freshdesk, and when we tested the Teamviewer V2 App worked fine.Now after going live, it is not possible to authorize Teamviewer in Freshdesk.It opens a Teamviewer Login Widow, but when the credials is entered, The Teamviewer window returns Not Found” and nothing more happensAnyone that knows if this is a general issue, or know how to fix it?

mymukApprentice

asked in Apps and Marketplace Integrations

Integrating Out of Office in Freshdesk with a calendar such as outlook

Has anyone come across a way of having Out of Office in Freshdesk set by Out of Office in Outlook? I am always in favour of only having to enter something like that into one system, rather than two, or more!

Jonathan RamirezApprentice

asked in Apps and Marketplace Integrations

Integración freshdesk + Jira

Tener opción de mencionar personas de freshdesk a Jira, y actualizar fecha de vencimiento de ticket de Jira a freshdesk de ambos lados

Ryanjb27Apprentice

asked in Apps and Marketplace Integrations

Freshdesk & HubSpot Integration

If an email comes in from one of my clients and HubSpot knows they are my client, is there a way for freshdesk to know to set me as the agent? Thank you.

GOODYTop Contributor

asked in Apps and Marketplace Integrations

Using Team Huddle

I have been reading about Using Team Huddle. However even though I have the correct subscription I can not see the Conversation link in a ticket. Do I have to enable something in the admin?

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