Archives - Freshdesk

I want to hyperlink my category page directly to my other website. I mention the category below the screenshot. Is it possible to add a hyperlink which will link to my another website?http://prntscr.com/oc2jjrThank you. 

HiI read the instructions on https://support.freshdesk.com/support/solutions/articles/236380-reply-to-a-forward-should-open-a-ticket explaining how to let a ticket re-open in case somebody replies to a forwarded email.However, this has the unwanted side effect that the ticket will also re-open when the agent himself adds an internal note. Any way around this?

Have recently noticed that I can't create Jira ticket from a Freshdesk ticket. It will not let me link a Jira ticket either. I have been copying the link from the Freshdesk ticket in to the newly created Jira ticket. There is no error message but rather I constantly get the spinning wheel and an eventual timeout.This error just recently started happening. Any ideas what might be causing the issue?

Hi All,I have been trying to create contact list for multiple locations (same company), however I am unable to add a contact if email address has been already taken.  I have 5 different locations with 4-5 individuals allocated to them and one person (X) who needs to be allocated to all locations. After adding the first location I am unable to allocate X to other locations.Is there anyway way around it please?Thank you for your help!

Hi all,I have recently integrated Freshdesk with salesforce - although on both the contact and account page i can see the tickets, it does not allow me to see the the ticket details in lightning version (only in Classic). I believe Freshdesk was working on this - any chance I can get an ETA for when this will be available in classic?thanks,Cat

Please can you advise how I can quickly delete them all - rather than stepping through all the pages (news ones are being created faster than I can delete the old ones) and also how I can better set up fresh desk so that it doesn't happen again?All the spam messages are in some russian type font/character set but the email changes every time.

Hi,I'm looking into ways to make reporting from Freshdesk as trustworthy as possible.Imagine we have users that, at a certain point in time, work in building A and some in building B. We'd like to track how many users in building A and in building B send in support tickets.However, users tend to switch buildings sometimes. When the user previously belonged to building A, we want the tickets created during that period to still be associated with building A - but if that same user that now works in building B creates a new ticket now, we want the ticket to be associated with building B.We are keeping the "current building" field on the user level up to date by a Integromat (Zapier alternative that DOES support updating contacts rather than just creating them). Of course we could add a "Building" field to each ticket, and let our helpdesk agent manually fill in this field every time... but is there no way to let the ticket "Building" field inherit the "Building" field of the user at the t

Whenever I attempt to use a public URL (testing currently), it prompts me to login. I have tried toggling the settings and reloading the helpdesk but I still get hit with a request to login when the public URL should allow me to view the ticket. Is anyone else having a similar issue?

I am not able to get a basic "ticket created" automated response to the requester on ticket creation.  I keep turning the function on, but it won't save, generates an error and doesn't send the automated response.    This is basic functionality that should be automatic and easy but appears to be convoluted and impossible.    Having grave doubts about this software already.   (FYI, I have a 30+ year deeply technical background)

Hello,I am using the Salesforce Plus app for integration, but so far it appears to only be working one way.  I am able access Salesforce contacts from within Freshdesk.  However, I am unable to access Freshdesk support tickets from the Salesforce.  If I try to create a ticket from within SF, I am getting the following error:Any ideas how to troubleshoot?

Hello,Context: Have a backend Freshdesk App. This app: When a an email is received if subject and body of email contain specific contentApp connects to third party NetSuite Cloud ERP system and, if person who sent email to Freshdesk has required access, retrieves specific info and returns it to personIssue: The app assigns and uses email address for replies to ticket using the email of the Admin who published the App.Question: Is there a way to set a default email for a custom app?Thanks!

After pasting an image into the body of an email, the cursor is placed at the very end of the body (after my signature).This is annoying because it requires you to scroll up with your mouse from the bottom to the body of the email. Either way, it can be hard to find the place you left off if you've written a long email.I'd expect that the cursor would remain within the body, right after the image that was pasted in.Please see animated .gif below (also attached to this email).

I'm looking for a way to update users time zones in FD so that they are correct. I figure I can do this by using a geolocation script to grab the time zone country that they are in / nearest too. This is all fine and I tested with the API.Where I'm struggling is that I only want to do it once, so I created a checkbox under the customer info to use in an if statement on the portal page to load that segment of code but I'm not entirely sure how to reference the field. I tried the following with no success, I can't be looking very well as I can't find any documents on how to make use of this. {%if !contact.custom_feilds.time_zone_checked %} <script>alert('Good News Everyone!')</script> {% endif %} 

As said in the title. When editing a rule and pressing save for the second time, the Trigger Webhook gets removed (or not saved). This is particularly annoying when editing a rule because you need to remake the entire rule else it wont be saved. 

Dear Freshdek support.  I'm evaluating Freshdek and have a problem. When i create a issue using "New ticket" or using email, it works fine. I have been configure a dispatch rule that when a new ticket is created, its asigned a group and agent and sents a notification via email. But the email doesn't and the forwarding configuration its correct. Yours. Angel Sánchez

I have created an Observer webhook that posts some ticket data (as json) to a custom end-point. This does not appear to be working. How can I see the status/history of the webhook? Can I see what it is posting or the response from the end-point?

Good afternoon.We currently have a batch of emails being converted in to tickets and are automatically being marked as SPAM. I have checked the rules in Dispatcher and there is no rule set up forcing this action. How do I stop this from happening? FYI I have ensured that the tickets aren't getting assigned to a contact which has been deleted. Many thanks

Can you please let me know how to modify existing form. I need to add new controls to existing log time form. Please help me

Hello, we have one paid version, and one free version of Freshdesk.I use the free one, "techsupport" but my colleague who is on the paid version "support" is having issues with a client email continually bouncing. It's happened for several days now, while I'm able to email ("reply") to him no problem.We've checked that the email is the same on both systems (no typos, missing characters, etc).The error she keeps getting is this:The following message composed by you on ticket XXXX failed to reach the recipient XXXXReason: "Message bounced - Temporary error.So she has to resort to emailing him outside the system.Do you have any tips or tricks to resolve this? Thanks so much!!

Hello,I'm building a sidebar app with the fdk tool.  I'm getting bogus validations errors which should be warnings.I'm using webpack to build my app.  This was working in the past.  I spend days tweaking webpack.  Now I can't push any changes.Validation failed due to the following issue(s): [ERROR] app/contact_sidebar.bundle.js::131: 't' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::232: Unexpected empty function. [ERROR] app/contact_sidebar.bundle.js::390: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::392: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::426: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::428: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::476: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::478: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::512: 'a' is assigned a value but never used. [

Hello,I'm building a sidebar app with the fdk tool.  I'm getting bogus validations errors which should be warnings.I'm using webpack to build my app.  This was working in the past.  I spend days tweaking webpack.  Now I can't push any changes.Validation failed due to the following issue(s): [ERROR] app/contact_sidebar.bundle.js::131: 't' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::232: Unexpected empty function. [ERROR] app/contact_sidebar.bundle.js::390: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::392: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::426: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::428: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::476: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::478: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::512: 'a' is assigned a value but never used. [

A previous thread of this nature was marked as solved. It is not solved. Please stop auto flagging our tickets as spam. 

I need to customize log time screen as per my requirement. Please let me know how can we add do this one. Please let me know how can we do hide the Time logs icon if we implemented new screen.

I have the Sprout plan and have set up different categories of solutions. Unfortunately, the only solution that shows up is "How To." Is this a limitation of the Sprout plan or am I missing something?Thanks,