Archives - Freshdesk

Freshdesk stopped sending email notifications, their email server appears to not be sending mail. Does anybody know if there is a way to debug this? Thank you!

When I add a new agent the invitation mail is not sent...

We have problems with a lot of incoming emails that are not creating the tickets. Thanks.

Scheduled maintenance is under progress We will be up and running soon, Please check again later. Please help. We're getting this error for veuxbeauty.freshdesk.com

I've set up our contact for to send an email notification directly to our Freshdesk email address but the messages aren't being received and/or being converted to tickets. I checked the email log on SendGrid, and it shows the message was delivered. I'm using the same configuration for other sites without issues. Any idea what's happening?

Hi, I've had a few users complain in the last couple of days of a new bug whilst typing. So within the text field box replying to customers, the cursor starts back to the beginning after half way through typing a sentence. They have told me they have noticed this in the past 3-6 days. I've had 3 users complain about this. Any ideas? Thanks, Sam

Hi, When forwarding emails out of FD, if the recipient wanted to place notes and send them back into the queue, how would that take place?

Hello, I can't seem to find a Reply button created by Contacts without an email. The Reply button shows up when I tried entering a random email. How do I enable the Reply button without having to enter an email for contacts?

Hello, I have been unable to login to freshdesk for three weeks now and requesting a password reset link does not work at all. I emailed support and they sent me a link to sign up for a support account. This is not what I asked for and when I sent them a reply email explaining what it was I was actually looking for, they did not respond. Does anyone know how one goes about getting their password reset when they are an agent?

Hi Freshdesk, We are working now more than 6 weeks together to fix my ssl dns settings for my fresh desk page. And we tried to put the dns for freshmarketer. And both still doen't work. Both servers are worthless at the moment. Can you explain me what we are doing wrong? I am going to believe that your service will not match our requirements and that your customer care is not able to fix te problem. Please make sure that someone calls or email us with expert knowledge of dns setting. Please make sure that some generally customer care employe with no knowledge of dns settings will call me, because that will not fix the problem. Please help!! Niek

Hello Freshdesk Team, we can't turn on the requestor notification and customer survey in multi languages, because it will always send the English notification instead of those for other languages. The problem appears to be that the language recognition for new contacts always as english, while our customers are in german. I would appreciate it if you could look into this.

When I try to connect to the Freshdesk this error shows up: Scheduled maintenance is under progress We will be up and running soon, Please check again later. Click here to go back to home Address https://ditoken.freshdesk.com

Hi My account does not send any type of mail, I cannot respond to my clients and I do not receive any of the notifications that I have active. Note: tickets arrive but I cannot answer my clients Thanks. Bye.

I realize there are a number of threads here with a similar topic, but they are marked as answered and I wanted to make sure this gets attention as it is still happening. Just as in the other threads, I am trying to setup DKIM for my email address, but am unable to do so as when I click create it takes me to the old login screen and then crashed upon login. Would love to get this fixed.

I'm looking at the API documentation for filtering tickets here: https://developer.freshdesk.com/api/#filter_tickets Under the highlighted 'notes' section, it states: 1. Archived tickets will not be included in the results 2. The query must be URL encoded 3. Query can be framed using the name of the ticket fields, which can be obtained from Ticket Fields endpoint. Ticket Fields are case sensitive If I look at the Ticket Fields endpoint as suggested, I see that 'description' is listed as a valid ticket field. However, if I try the following query I get an invalid field error: curl -v -u "${API_KEY}":X -X GET 'https://bitx.freshdesk.com/api/v2/search/tickets?query="description:%27Test%27"' {"description":"Validation failed","errors":[{"field":"description","message":"Unexpected/invalid field in request","code":"invalid_field"}]}

For each customer, i have generated an url to login to Freshdesk from my asp.net app and it worked. Here is example link: https://danhvyhthelp.freshdesk.com//login/sso?name=Vy+Tran&email=danhvyht%40gmail.com&timestamp=1586769870&hash=7eb3ef430e1e6f5f2dd3d8d2f53419ea Currently, that url is not working and redirect to https://danhvyhthelp.freshdesk.com/login/normal how can i resolve this issue?

hi there, When our customers open our Freshdesk website, they are faced with a website which is no longer working. Can we receive help on this asap? The website shows : {% if portal.has_solutions %} {% translate portal.knowledge_base %}{% for category in portal.solution_categories %} {% if category.folders_count > 0 %} {{ category.name | link_to: category.url }} {% for folder in category.folders %} {{ folder | link_to_folder_with_count }}{{ folder | article_list:5 }}{% else %} {{ portal | filler_for_solutions }} {% endfor %} {% endif %} {% endfor %} {% endif %} {% if portal.has_forums %} {% translate portal.community_forums %}{% if portal.topics_count > 0 %}{% translate portal.showing_recent_updates %} {{ portal | link_to_start_topic }}{% for category in portal.forum_categories %} {% if category.forums_count > 0 %} {{ category.name | link_to: category.url }} {% for forum in category.forums %} {{ forum | link_to_forum_with_count }}{{ forum | topic_list:3 }}{% endfor %} {% endif %} {% en

For some reason, Freshdesk logs me out of the system at least once a day while I am working on a ticket. This happens for everyone in our organisation too. Only does it once per day, usually within the first hour of using the system and always mid way through working on a ticket. Any ideas what could be happening?

When creating a new JIRA using the JIRA Plus app, you get a form with the fields to populate. In the top right corner, there is the possibility of selecting optional Jira fields to be displayed. Once it is selected, the optional fields are shown, tick boxes checked and saved. The selected fields are not displayed on the form. Has anyone seen this?

I'm in charge of the Amara help forum. So far, none ot the topics marked as spam by the filter were actually spam. The spam issue is rather with tickets, because they can be created by hst sending an email to some @amara.org addresses, whereas in order to post on the forum, you have to create an ID. The last instance of a forum topic falsely tagged spam by the filter was the perfectly legitimate https://support.amara.org/support/discussions/topics/314491. Could you explain what triggered this false positive, please? Thank you in advance.

Has anyone found a third-party app they can recommend using to retrieve data from requesters in one go? Currently, the canned forms FreshDesk has launched lacks professionalism in looks and doesn't provide the ability to add attachments which would be ideal when handling warranty requests! Any suggestions?

Hi - I am trying to get reports split by second (or third) level of a dependent variable. I am aware of the function to filter by all levels of the dependent variable but actually would like to see it in one graph. Does this work in the build-in reporting? Thanks :)

Hello, I've set up an e-mail at Amazon Web Services Workmail, "email@company.com" (not the actual email), to automatic Forward e-mails to my "email@company.freshdesk.com" (not the actual email) but the e-mails are not arriving at my FreshDesk. What I've tested so far: - Send email from a GMail direct to "email@company.freshdesk.com": Works - Manual forward email from a GMail direct to "email@company.freshdesk.com": Works - Send email from another AWS Workmail to "email@company.freshdesk.com": Works - Manual forward email from AWS Workmail to "email@company.freshdesk.com": Works - Send email from "email@company.com" to "email@company.freshdesk.com": Not Works - Manual forward email from "email@company.com" to "email@company.freshdesk.com": Not works This is a big problem and I dont know what to do or how to proceed to sort this out. Any help will be appreciated. Thanks in Advance,Eric Akira

I'm unable to make it work in a stable way. Sometimes works, sometimes don't. After reading this two tutorials: https://support.freshdesk.com/support/solutions/articles/217630-single-sign-on-using-saml-auth0 https://auth0.com/docs/protocols/saml/saml-apps/freshdesk Here's my SAML2 configuration: { "audience": "https://myteam.freshdesk.com", "mappings": { "email": "Email", "given_name": "User.FirstName", "family_name": "User.LastName" }, "nameIdentifierFormat": "urn:oasis:names:tc:SAML:2.0:nameid-format:emailAddress", "nameIdentifierProbes": [ "http://schemas.xmlsoap.org/ws/2005/05/identity/claims/emailaddress" ], "signatureAlgorithm": "rsa-sha256", "digestAlgorithm": "sha256", "lifetimeInSeconds": 3600, "signResponse": true, "createUpnClaim": false, "passthroughClaimsWithNoMapping": false, "mapUnknownClaimsAsIs": false, "mapIdentities": false } Application Callback URL: https://myteam.freshdesk.com/login/saml (also added to Allowed Callback URLs) Also, I added fingerprints in Freshdesk

Our reps are asked to reply to tickets in a FIRST IN, FIRST OUT order. Specifically, reply to all OPEN TICKETS, with the ticket that has been "WAITING SINCE" the longest (not the total age of the ticket). In ticket view, you have the ability to add a column called "Waiting Since". The sort by command, however, does not provide this field for sorting. The closest is "Modified Since" but that has many sigificant flaws to it (modified since date changes if you add notes OR even open a ticket). Can we get "WATING SINCE" added as an option in SORT BY? Is there another way to view OPEN sorted in this fashion? Thanks in advance,