Archives - Freshdesk

Hi, I use the API to integrate the documentation into my app. To load the navigation for the documentation, the requests I need to make can be upto 20 requests on page load. If the API could just provide the full structure in one go e.g. const solutions = [ { id: 123123, name: "General", folders: [ { id: 347282, name: "Getting Started", articles: [ { id: 11445, name: "Setting up your billing" }, { id: 32545, name: "Adding your personal details" } ] } ] } ] Considering there's a rate limit on your API, and you charge more for requests. It seems a bit odd to be making so many requests for such little information. Will have to move to a different product if this isn't implemented unfortunately.

Could I have a simple example of the CURL command needed to post a simple ticket that has an html body, AND a somewhat different plain text part? The examples given seem a bit broken.

Title says it all. We are migrating our tickets to freshdesk, and I am hoping there is some way to set the "references" and "in-reply-to" fields so that if customers reply to a migrated ticket it will be threaded correctly. or any other ideas as to how to solve this. To be specific lets say customer has a conversation going, and that conversation is now imported to freshdesk by our migration tool. How can we get it so that future replies from that customer will be added to the conversation. This is normally done by using the In-Reply-To and References meta tags, which I assume are stored someplace in the fresh desk database.

How can I customize my email signature? I thought I already did this but cannot return to the place I once found to edit it again. Not worried about forum signatures. Just want to edit Freshdesk signatures that go to my tickets and replies. PS: there is no forum type for "questions," so I will choose "Report Problems." Which I wouldn't normally call this a problem. Thanks.

G'day! I'm wondering if it's possible to get a list of the deleted time entries? I'm trying to get a list of the active time entries into a MySQL db for a live report, but at the moment I have to call all time entries and then work out what's missing. Is this possible? Thanks, Rob

Hello, I am developing a custom application for our fressales account. I follow the steps described in development document to create a new application. Our application work as described under lead details location HOWEVER I wan to put my application as a separate application at the left side bar at chat location or CTI location. From manifest.json file I set location as below: "location" : { "left_nav_cti" : { "url" : "template.html" , "icon" : "icon.svg" }, "left_nav_chat" : { "url" : "template.html" , "icon" : "icon.svg" }, BUT problem is I can see my app logo at chat location but when I click to logo it doesnt open a logo or show my application. What should I do? Looking forward to hear you as soon as possible Freshsale user: destek@sikayetvar.com

This has been annoying for a while - but when we open a ticket, there are times we'll start the timer without it being billable. We'll work on the ticket with the client and we'll then add some notes to the ticket and close it. Which will then force the timer to stop. The bug is when the timer stops. This morning I opened at ticket and within the first minute I started the timer - almost 40 minutes later, I resolved the ticket and before I resolved the ticket, the timer showed 38 minutes and a bunch of seconds (and was still ticking) - the moment I market the ticket resolved - the timer reverted to 3 minutes and stopped. I'm not sure what causes this - but it's burned us more than once. Can you please dig into this further and get it fixed? Anytime a ticket is closed/resolved - the timer stops - it can't change what the timer was set at. Thanks

How can i customize the ticket status list in customer portal? Seems that {% snippet ticket_list %} embeds it into the screen, but it cannot be modified. I want to show more information per row. Any idea? Thanks

Hi We want to change our URL, do we need to create a new ADFS SSO or can we change the existing one to work

Hi All No matter what I try, I always get a error 400 - bad request response when trying to add more then 1 condition in a query. Can someone have a look what could be wrong with this : https://mycompany.freshdesk.com/api/v2/search/tickets?query="created_at:'2019-10-05' AND status:2" If I execute this manually in a browser I get normal results, and when I execute it from my PHP script with CURL I get the 400 bad request , any suggestions?

I want to enable whenever an alert is generated on Nagios, a ticket should be automatically created on the ticketing system and when the alert gets cleared the opened ticket should automatically get closed. For that what should I do?

When we have e.g. an email with text and pictures or a word document with text and pictures and we want to transfer the content (text with pictures) into a frehdesk ticket, only the text is copied, but not the pictures. There are only empty placeholders for the pictures. But when we copy only the picture into the clipboard and then paste it into freshdesk, then the picture is ok. What must we do, that text and pictures is copied with one shot into freshdesk? By the way, within freshdesk it seem to work: when i copy text with pictures and paste it into another ticket, all content is available. So is it a bug or a feature?

Hello. We want to filter some tickets with the API and sort them based on a field other than created date. We can see that this is not possible using /search/ in the API so we were wondering what the options are. To me it seems weird that to allow filtering but not sorting. I found this old post: https://support.freshdesk.com/support/discussions/topics/72593 And the solution is valid for us but is not working. I was able to get the results once but next call isn't working anymore. Can we get the results of a view/filter we have created via API? The idea is to create a custom dashboard in a separate app that can be maintained by editing the filters used by that dashboard. The current implementation of freshdesk uses its own API (different than the one available for developers) and this exists: https://domain.freshdesk.com/api/_/ticket_filters/filterid But obviously is not accessible for us. Is there the same call or a similar one available int he API?

We have several (usually always the same people, people with slow connections or who arent that 'tech savvy') customers that keep clicking this button instead of wait for the success screen. Is there a way to block this? I tried it myself on a deliberately slow internet and the widget button 'locks' for 2 or 3 seconds, but after that it re-enables and customers are tempted to click again even though the page is still submitting to freshdesk. Sometimes this even leads to never showing the success page so even patient customers who know they shouldn’t are tempted to click again. This leads to series of sometimes 10 tickets to be made that are (hopefully) exactly the same. Merging them makes a simple ticket incredibly complex, deleting or closing could mean context the customer later added is lost. Any advice?

Hi, When I write article with bullets or numbering, the font automatically shifts to upper case. So I can't use any bullet or numbers in my articles. Any idea why? Thanks

Hi All, I've had a great experience so far with Freshdesk. I just switched to a paid plan, and set up my custom domain DNS: https://support.gingko.io What I expected was for the URls to be like this: https://support.gingko.io/home https://support.gingko.io/login https://support.gingko.io/solutions ... etc Instead what I'm getting is: https://support.gingko.io/support/home https://support.gingko.io/support/login https://support.gingko.io/support/solutions ... etc And frankly, it looks kind of untidy. I'm curious, why was this choice made? Is there a way to remove the redundant path? I know I could just use a different subdomain, like "help" or even "s.gingko.io", but that's only a little better.

Does anyone know if there is a way to hide the "Modified On" that automatically shows up under the titles of Knowledge Base articles?

I am trying to reach the Chennai Agent support number since 7 AM Indian Time and am confronting the message no agents are available. i am in fact calling from my RMN (Registered Mobile Number)

i am being presented with Scheduled maintenance page after due diligent following of the process in setting up the account and forwarding all of our corporate email box items as Tickets in FreshDesk

Hey, When i use to forward an email to freshdesk it would know that the ticket should be created under the actual user and not my email address. This no longer happens. Make it so!

Hi guys. We've been using FreshDesk for a couple of months. Could you pls help us. Is it possible to use company fields in portal customization? For example: {{ portal.user.company.name }} Thanks in advance!

I've installed the Trello app from the marketplace and it is connected and setup correctly. I now receive the notification that an update is available. I've already deleted the app and reinstalled but the notification persists. When I follow the link in the text, I'm taken to the marketplace and I can buy the app again. When I do that, I need to enter my freshdesk domain and I need to press "proceed". But then nothing happens(page not loading, button is available again). What do I need to do to update this app?

I need to merge duplicate companies

Is it possible to view roadmap of all projects in one page?

Hi, It appears customers are opening tickets but agents do not receive a notification that a new ticket was opened. I believe we have things configured correctly with email notifications activated for new tickets. Thanks, Paul