Archives - Freshdesk

I would like to position my popup widget button on the bottom right of the page, but the only offset is from the left. Can I change the offset to be from the right instead?

I'm getting a "Scheduled maintenance is under progress" error. on my site: https://tenfold-security.freshdesk.comI assume it has to do something with the fact that I changed my main email addrees with a temporary one the system may not trust. Is it possible to change back the email address or that you guys can may clear the domain so i can register complete new ?Kind regardsHartmann Bernhard

Hello,i have problem with login to freshdesk via android app.host_url= could not be loaded becouse: net::ERR_CLEARTEXT_NOT_PERMITTEDAny ideas ?Many thanks 

I need to filter by closed_at in api freshdesk and get this value. How i do this?

Hi,since day one, all the emails I forward to the support inbox are marked as spam. Is there a way to avoid this?please help!thanks

For those of you who have multiple products with unique portals, how do you assign companies/contacts to the correct portal? I will need to import about 1000 contacts in a few days, and all of them need access to just ONE portal for them. (They have no need to see the main portal, nor the portal for another product of ours.)I can't see a way to do this via Contact or Customer Fields, nor in the portal setup page.Ideas?

Hi team,When I trying to change ticket type to Request it's always giving an error:Oops! The value is invalid. Please pick another one.But I selected a value actually. I think there is a problem there. It's only happening with Request status and I always changing that status on ticket list page for now.I'm glad if anyone know the reason that.Thanks.

I want to add my Facebook tracking pixel just like the Google Analytics app does.  It seems like an easy app to create, but I can't find any examples.  Can you point me in the right direction?

Lets say I want to modify something on the ticket page I've found the app location docs (https://developers.freshdesk.com/v2/docs/app-locations/#ticket_details_page), but this seems to render only apps that are contained to their container and I want it to spil out of the container to modify something or the freshdesk UI For example the `.ticket-actions-container` which is on top of a tickets and shows some actions when you hover over it. I've made a screencast to eplain what I want to do. (if there is a setting for this in freshdesk I don't want to know it, this is just an example. I want to create an custom app that modifies the behaviour of freshdesk to my liking)TL;DR How do I create an app that loads custom css in the Freshdesk UI `.ticket-details__item .ticket-actions-container { opacity: 1}`

I have reviewed the knowledge base and have not been able to find an answer.Here is the scenario:I have had customer respond but the blue badge of "Customer responded" does not appear beside a closed or resolved ticket. There are times that I don't want a ticket to reopen, but I do need to see that there was a response.Also is there any way to sort on so that I can group on tickets where the Customer has responded and the badge is available.Thanks,Ryan Clarke

Lets say I want to modify something on the ticket page I've found the app location docs (https://developers.freshdesk.com/v2/docs/app-locations/#ticket_details_page), but this seems to render only apps that are contained to their container and I want it to spil out of the container to modify something or the freshdesk UI For example the `.ticket-actions-container` which is on top of a tickets and shows some actions when you hover over it. I've made a screencast to eplain what I want to do. (if there is a setting for this in freshdesk I don't want to know it, this is just an example. I want to create an custom app that modifies the behaviour of freshdesk to my liking)TL;DR How do I create an app that loads custom css in the Freshdesk UI `.ticket-details__item .ticket-actions-container { opacity: 1}`

And i get the following error while SDK and extension are not compatible. Please Update.I'm on the latest version of chrome SDK Installed: 5.2.6 Already Up to Date..!Allowed scriptsExtn. Version: 3.0.0I'm at url ?dev=truefdk run is running

Leaving Freshdesk. Advice on the best way to notify our customers/users and direct them to our new system?We want to be able to freeze our Freshdesk tickets so users don't modify them once the new system goes live.We want to be able to provide our Freshdesk users with a link to the new system.We want to ensure that e-mails which go back to Freshdesk return to the users with a notice that we're moving (and with a link to the new service).Has anybody been through this before? Can you please offer some advice?Thanks a lot!

When using the API fresh desk automatically strips any html out of the description field, to create the description_text field.In our case we need create a description_text field that is different from the description field, and not just a simple conversion of the html.How can this be done?I tried setting description_text field manually via the api, but errors out saying that is not a valid field.I also tried manually sending in the text part as a mime part, but I don't see any way to do this without causing it to be full on attachment. 

Hello,I am currently having an issue with my FreshDesk Login. When logging into the agent side of things I am logged out and taken to our client support portal for re-logging in. This continues to happen with only my login, no other agents are having this issue. I can see help desk tickets for about 30 seconds before logged out and taken to the client portal for our company.Thank you for your time,

When I insert an image into a solution, Freshdesk seems to want to force the long dimension of the image to the horizontal axis. So if I have an image with a vertical aspect ratio, it appears sideways. I have no choice other than to crop my pictures to fix the aspect ratio, which allows them to display correctly. However, this is time-consuming and unnecessary.Is there a way to rotate images in the solution editor? If not, I would like to suggest it as a feature.

Currently evaluating how Freshdesk works and looking at translations for solutions articles. I'd like to have a proper workflow around translations, using an external tool. This would involve either connecting the external tool to Freshdesk or exporting articles in the master language so they can be translated, then reimporting the translated files. Is this possible?At the moment, I can see two apps aimed at translations: Localise, which looks like a proxy solution - the translations are part of their system and not in Freshdesk; and OneSky, which looks more like what I'm looking for, but it's not clear.Our current tool is Transifex, which also claims to integrate with Freshdesk but offers a proxy solution for this rather than using the functionality of Freshdesk. Transifex would also support standard translation of a file.My questions: how does the OneSky integration work? Is it possible to import/export articles for translation? 

I am looking for a way to capture manual testing results. I can enter the test data but not the result. Please help. 

Hello, we are currently sending a lot of emails manually using FD's "new email" function which triggers the creation of a new ticket.  We would like speed up the whole process, and we have almost all things covered except for triggering the new ticket from an external sent email.  Is there, by any chance a built-in process to do it? We also use Zapier but for now we would be able to trigger it only from a received email.  Thanks in advance, Renato

Hello,I would like to know if there is any way to send note to a third party (contact, external email).I have tryed this following request but got an error : { "body": "Hello :) ", "notify_emails": ["myman.external@foodomain.com"], "user_id": 123456789 } And the error : { "description": "Validation failed", "errors": [ { "field": "notify_emails", "message": "Accepts only emails of agents", "code": "invalid_value" } ] }to the endpoint "https://domain.freshdesk.com/api/v2/tickets/1000000/notes" method "POST". Why i need to do this ? It's because i would like to respond to a forward's response. I have forwarded the ticket "1000000" to a non-agent email (so an "external"), that external has responded to the forwarded mail, so in Freshdesk this was translated into an internal note. And finaly i would like to respond to that external using Freshdesk API. But when i'm trying to add note and specify his email adress in

Trying to understand the API.  If I want to view a ticket via api, am I understanding correctly that I am going to need to query the the ticket to get a responder id and then run a second call to the agents endpoint to get the assigned agent?  Seems like an unnecessary extra call when we just want to show users tickets on an internal portal with basic info such as the name of who is assigned.

Kindly assist:my helpdesk showing one unassigned ticket but once i open nothing to show

We have several Resolved and Closed tickets that have no value for two of our required fields when the ticket is resolved because the system resolved the ticket rather than a human: Agent or Requester. I wanted to create a rule for Ticket Updates (Status changes from anything to Resolved) that prevents the System from Resolving a ticket if there is a field that requires a value on Resolution but the list of Actions for System is not the same as for Agent/Requester. And add a Note alerting the agent about this and set Status to Open.System's Action options:Agent/Requester Action options:I would think that the required on resolve rule for the field would be honored for System actions by default but they are not. Does anyone have a workaround?Is Freshdesk going to address this?

is there a SENT MESSAGES box in freshdesk yet? it would be much easier to have a sent messages box where you can see all of your most recent sent messages, versus scrolling through all closed tickets to locate the one you're looking for, also helps to view most recent messages sent out so you can view other employee's most recent work without knowing which messages were in the inbox from which contacts. 

We have 2 different products (Typical Manager and BeeFinity) and want to separate the tickets from each other. Now I have done that: <div class="c-wrapper"> <section class="content min-height-on-desktop rounded-6 ticket-page"> <div class="start-topic"> <a class="make-new-ticket" href="/en/support/tickets/new">New ticket</a> </div> <div class="ticket-toolbar pull-right start-topic"> <a class="hide" data-submit-label="{% translate portal.tickets.submit_export %}" data-target="#export-modal" href="{{%20portal.ticket_export_url%20}}" id="ticket-export-button" rel="freshdialog" title="{% translate portal.tickets.export_ticket_data %}">{% translate portal.tickets.export %}</a> {% if portal.facebook_portal %} <a class="btn btn-primary index_new_ticket" href="{{%20portal.new_ticket_url%20}}" id="new_support_ticket">{% translate facebook_tab.portal.new