Archives - Freshdesk

Our company is a FreshDesk client for some time now. On certain tickets that I have created for my clients, the button "Reply" is unavaillable. Tickets have been created directly on our support portal, where I am loggued as an agent. I am, moreover, very surprised that FreshDesk has no... support for its clients ! Only forum and FAQs, really? They don't use their own solution?

Hello I have 4 portals I use across my schools I support. My original portal allows me to log in and go straight to the ticket page, recently my other three portals now force me to log in twice, once on the normal login page, then I'm redirected to log in again with the same account on the freskworks login page. Unfortunately this is also affected all my contacts who try to log in and raise a ticket. Is there a way to disable the second login page? thanks

Hello - I am trying to pass call data (call start time, caller ID, and call durration) into Magento so that we have call data and revenue + disposition data in one central place. Is there an integration with Magento that will allow me to do this?

Hi there. One agent ( Louk Blok) in my helpdesk ( unifitbv.freshdesk.com) has been using freshdesk without problems until now. Now he has this problem: When he logs in on his Mac, using Safari, he is logged out again after about 20 seconds. He then sees the public screen. None of the other agents has this issue. I have been looking into Safari, and Freshdesk, and it does not seem to be a known issue. Do you have any suggestions what this might be? Kinds regards Christien Janson

Tickets don't load on Dashboard tab Filters don't load on Tickets tab

All the Solutions I could find regarding SSO are for setting it up with the portal. I do not intend to use the portal. There is no "login URL" to forward them to. They are already logged in. I have placed the pop-up widget on my website for ONLY MY LOGGED IN USERS to see. As such, it is not necessary and even confusing to still ask for their email address when submitting a ticket, especially since the field title is "Requester" which makes no sense. And here's the bigger problem. Anyone can insert whatever email they want. I tested this by having different users submit tickets using my email address, which at best makes it a potential way to spam people and at worst, the person will not receive responses from our support because they mistyped their email address. I found two posts here in the community talking about the same thing. One of them gave no solution beyond "enable SSO and it should automatically get the email address" which is obviously not true. The other linked to a PHP sc

I have SPF configured and as far as I know my users aren't having my emails go into their spam much, but a lot of their replies go into my gmail spam. I've tried creating gmail filters to stop some emails from going into spam but that doesn't seem to be working. So what should my Freshdesk setup be to prevent this problem? Thanks.

Creating reply with attachments throws http 400, but using the same values except attachments returns success.

Hi, I am currently trialling Freshdesk, but if I decide to go ahead as a not for profit organisation we will be using Sprout. My concern is that the trial version might be giving me an unrealistic expectation of what the Sprout plan will deliver. Do you use Sprout? Did you do the trial first? Was the trial a realistic representation of the Sprout version? Thanks Christine

We do have the problem that some of our colleagues-emails that are sent to our support-emailadress are not recognized to create a ticket.

Challenge Our organisation's use of Freshdesk Solutions grows daily, and we find ourselves often deleting a single solution to replace it with multiple more detailed solution. This creates broken links in Solutions that referred to the original solution . Question How do we keep track of which solutions are interdependent without maintaining a separate document that manually tracks these interdependencies when replacing old articles with multiple new articles? Example Use Case Solution 1 used to provide the necessary information for my customer to resolve their query. Solution 1 is a common task for our customers, so it is linked to by three other solutions (Solutions 2, 3 and 4) When we add a new feature and Solution 1 needs to be split into two separate articles, we delete Solution 1 and create Solution 4 and Solution 5. I now have broken links in Solutions 2, 3 and 4 because I have deleted Solution 1. In our implementation of freshdesk there might be thirty five articles that linked

I've generated a number of reports within Freshdesk and need to email them out to my manager (who is also an agent and a member of the Admin group, same as me) however I can't get his or my own email address to appear in the look-up Other Agents that aren't Admin are available - Any ideas what's causing this?

It doesn’t seem to want to download.Please help me with this situation. I’m running out of patience. Sincerely J. Skowronek

Curious if anyone else experiences random typing issues when Grammarly is active on your Freshdesk domain. The cursor will jump around at random times. @FreshdeskAdmins Can we get a better integration of Grammarly into the Wysiwyg?

Hi all. I'm working trying to fix an app developed by someone that is no longer in the company and we are trying to debug it in the sandbox. The app uses the jsforce module to connect to salesforce.and do some things. Anyways, with just two lines it doesn't work: JavaScript var jsforce = require ( 'jsforce' ) ; var conn = new jsforce.Connection ( ) ; The error says that jsforce.Connection is not a constructor. That leads me to believe that jsforce is not properly set up on the server? We just got this dropped onto us and while we develop apps with nodejs we don't know how to properly have this jsforce installed so the connection works. Any help will be appreciated. Thanks and regards.

Freshdesk keeps returning me to the login page, and not letting me respond to any tickets. Clients have also mention that the support crashes, and they are obliged to rewrite their requests numerous times before it is accepted. How can we overcome the error?

I'm creating new portal/product with submit ticket page everything is ok but attach file not working, and we have an error in the console comes from cdn that we didn't know how to debug :((

I manage to get the metrics (hits, thumbs_down, thumbs_up) for one solution article with the request curl -v -u <api_number>:X -X GET 'https://<site_name>.freshdesk.com/api/v2/solutions/articles/<article_number>' The answer is {"id":<article_number>,"type":1,"status":1,"agent_id":<agent_id>,"created_at":"2015-04-01T16:40:28Z","category_id":<category_id>,"folder_id":<folder_id>,"title":"Solution Title","updated_at":"2018-11-20T14:00:49Z","description":"<p>Full description</p>","seo_data":{"meta_title":"","meta_description":"","meta_keywords":""},"tags":["Installation"],"attachments":[],"cloud_files":[],"feedback_count":0,"thumbs_up":8,"thumbs_down":1,"hits":656} Now, the question is how to get the metrics for all the solution articles. The request curl -v -u <api_number>:X -X GET 'https://<site_name>.freshdesk.com/api/v2/solutions/articles/' doesn't return anything. Thank you!

Is there a way to login to Freshdesk using Google credentials, without sending an activation email?

How to Publish my Bot with Freshdesk marketplace? Hi I have my bot which I want to publish in Freshdesk market place...Can you please guide me how to proceed?

How do I get Freshdesk customer care to respond to a ticket regarding my billing? It was created 15 days ago and I've updated the ticket several times with no reply.

I have my Freshdesk account suspended since last week. I have not received any email about any issue. My credit card is ok (it's the same I use to pay Freshchat, which is more expensive), but still I have read-only access to my dashboard. Meanwhile I've tried opening several tickets, lots of chat sessions with support agents and nothing has been helpful. To be honest, from a company that provides support solutions, an at least responsive support would be expected. Right now I am unable to answer to my customers, unable to pay, unable to talk to anybody from Freshdesk support, unable to work, unable to make my customers happy, unable to find out why I ended up paying for this.

For some reason, The user who creates a ticket wants someone from internal company to know about a ticket. He is unable to find the user in the autodrop list of CC. The user he is trying to add is also an agent. Please explain this behavior and how to get around this?

Hey all, Does anyone know if you're able to set alerts or notifications on assets associated with a particular user in the business? For example, if a user is finishing on Friday, can we set an alert on the asset associated with them to notify technicians on Thursday/ Friday that this asset is due to be returned to stock? Kindest regards, Michelle

Hello I am new to Fresdesk, and I love it so far. I am having one issue though - when new tickets are opened by customers, they don't show up in the ticket screen (https://lyquix.freshdesk.com/a/tickets/filters/new_and_my_open). When I reload the page they populate. Isn't this screen supposed to refresh automatically? Is that a setting I need to enable?