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Archives - Freshdesk

All archived articles of Freshdesk

  • 2,440 Posts
  • 6,096 Replies
2440 Posts
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josh_19282Apprentice
posted in Archives - Freshdesk
Trying to open a new ticket from the contact list

Recently migrated from Spiceworks and having a bit of trouble. Whenever I am looking at a contact and click +New Ticket, the form opens, but the contact just shows "null" without the quotes.

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antony.painTop Contributor
posted in Archives - Freshdesk
Importing from backups?

Hello All,So we recently started using FreshDesk and I want to put a backup procedure in place in case we need to revert to an earlier date for whatever reason.I have seen that I can "Export Data" by going to "Admin > Account" but what can I actually do with the received XML files? Logically there should also be an import option somewhere to restore the configuration to the time the export was done but I can't find anyway to do this anywhere.Is there some piece of information I am missing?Any advice or information would be great!PS - If possible I also want to automate this job rather than doing it manual each week. If someone has information on how to achieve that too it'd be very helpfulThanks all!

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yatesmaintenanceApprentice
posted in Archives - Freshdesk
Does anyone use Housecall Pro with Freshdesk?

If so I have a few questions.

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nairi.parseghianApprentice
posted in Archives - Freshdesk
Captcha doesn't wotk when form submitted

When a customer submits a ticket and the captcha has not been ticked, the system answers that "verification has failed, please try again" and at the same time it empties all the fields of the form and the customer has to type everything again. Shouldn't the system ask to tick the captcha and keep all information in the fields to prevent customer to type the data again ? Thanks

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a.lacroixApprentice
posted in Archives - Freshdesk
Email notification and dedicated fields

Hi everyone,I currently use the email notification when a ticket is attributed to an agent.Most of my tickets are currently created by a our staff because my customer mostly calls.I' like to add a field in the ticket with the name of the agent who created it.here is the field i'd like to add : "author"Is it possible ?

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nealeApprentice
posted in Archives - Freshdesk
Using Freshdesk to improve Quality

We use Freshdesk to handle customer services in our mail order business (we manufacture and sell food). I find that all the reports in Freshdesk are aimed at the management of the Customer Sevices team and agents; from what I can see however, it is unable to help the non-CS people in my business who ask questions like: Which products are consumers complaining about? Are we seeing fewer picking and packing errors? How many comments have we received about our website? As all our cusomer interactions start in Freshdesk, I would have thought this type of analysis was fundemental, but have not been able to work out how to do this. Am I missing something?

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c.burgerApprentice
posted in Archives - Freshdesk
Hide tickets for my customers

Hi,I want to hide tickets for my customers in the portal based on a date. Every ticket which is created before 1 february 2019 must be hidden for the customers.I found a topic about making tickets private. It isn't ideal for me, so my question is, could I edit the (red) code so it will hide tickets based on date: Hello Klaus,Let me split the setup into three sections : Field creation, Webhook setup, Portal customisation1. Field creation:You can create a new custom checkbox field named "Private ticket" under Admin -> Ticket fields section. Now, the expectation is that when the agents select this field, the ticket would remain private ie. accessible only by the agents2.Webhook setup:To achieve this, please navigate to Admin -> Observer rule and setup a rule similar to the one described below : When any of these events occur -> Private ticket is CheckedAnd the events are performed by -> AgentsActions -> Trigger WebhookYou'd have to make a PUT request call to update the tick

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ans_19261Apprentice
posted in Archives - Freshdesk
Ticket not created when sent from Global Support Email

Dear Community,I have an issue that I cannot create new incident by forwarding email to mail@company.freshdesk.com from the Global Support Email. It works fine if I send email to the mail@company.freshdesk.com from any other email address, but the one we have set up as support email doesn't work.Is it that by design only the forwarded emails will be converted into tickets but not the ones send from that email directly to mail@company.freshdesk.com? Is it possible to somehow change that?

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avinash.kundaliyaApprentice
posted in Archives - Freshdesk
Errors that should've been Warnings

I am trying to build an application using FDK which will be used internally. The app is being built on a frontend framework (svelte.js) which is eventually transpiled to JavaScript.The `fdk pack` command throws the following errors```[ERROR] app/bundle.js::1: Unexpected empty function 'e'.[ERROR] app/bundle.js::1: Unexpected empty method '$set'.[ERROR] app/bundle.js::1: 'n' is defined but never used.[ERROR] app/bundle.js::1: 'e' is defined but never used.[ERROR] app/bundle.js::1: 'e' is defined but never used.```which these should have been warnings in the first place as none are critical but also not feasible to go in the applications build process to remove these. FDK version : 5.0.7Framework used: svelte.jsIs there a way to turn this off or disable the error checking process?

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ajohnsonContributor
posted in Archives - Freshdesk
Passing login credentials to FD through a URL web link

I want to leverage the Knowledgebase for FD in my application.  I was thinking about having a link on my webpage that pointed to the KB article for the page in question.My challenge is I don't want to have the KB articles public, so I need to have users login.Is it possible to embed the login credentials (say the are generic) to the URL so when the user clicks on it, they are directed and logged in?Any clarification on options or assistance would be most appreciated.  Thanks!

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warrenApprentice
posted in Archives - Freshdesk
Your account has been temporarily blocked

Good day  I would like to confirm how I go about unblocking netstream.freshdesk.com? I understand there has been a few attempts in login in, could this be the issue?  Kind regards

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govind_19240Apprentice
posted in Archives - Freshdesk
Custom app

Hi,I am creating a custom app to show remaining support time for that customer. Where I can store my data and update regularly to check against.Thanks

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parveen.rawatApprentice
posted in Archives - Freshdesk
Custom Apps

is it possible to hide a custom app for certain users?

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nikhil.bagulApprentice
posted in Archives - Freshdesk
How to check user is logged in or out freshdesk custom app.

I have created my custom app in freshdesk. In my app I want to check if user is logged in or out. How can I check?

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gareth.boothApprentice
posted in Archives - Freshdesk
Populating default Subject and Description fields

We are currently setting up Freshdesk for our support channels, and we're also looking to use Ops Genie utilising webhooks to establish communications.The way I've configured our front end, is the customer chooses the Type of incident initially, which will then present them with varying different sections (with no field outside of Requester and Severity being mandatory across all of the sections).As I have had to use Sections to create this setup, we are unable to include the default Subject and Description fields in each section, and for some incidents we don't need them populated, so I am not making them mandatory fields (the default versions).The problem is, when we send the webhook to Ops Genie, every webhook has a blank Description and Subject, so I'm looking for a way to populate those fields.Does anyone know if it's possible to do this? I've tried looking at using an Observer or Dispatch'r rule to populate the Subject and Description fields either with my custom versions, or a d

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dev_19172Apprentice
posted in Archives - Freshdesk
CORS request to SSO endpoint.

We have implemented simple SSO for FreshDesk in our application which is backed by Asp.Net (MVC). The SSO does work for users to log into our portal. However when the 'feedback widget' is launched (popup) the following error shows up in the browser console:Access to XMLHttpRequest at 'https://brewninja.net/FreshDeskAuth?host_url=brewninja.freshdesk.com' (redirected from 'https://brewninja.freshdesk.com/helpdesk/commons/user_companies') from origin 'https://brewninja.freshdesk.com' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: Redirect is not allowed for a preflight request.Is there anything we can do on our end to avoid the redirect, so the CORS request passes? We do allow CORS requests on our application. So it seems the Redirect is the issue, and the redirect is coming from FreshDesk, so not sure how to fix this.

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sega_guyApprentice
posted in Archives - Freshdesk
Formatting of Email to New Ticket

HiWhen a certain type of email gets sent to our DKIM address and automatically generates a ticket, it loses it's formatting. The particular emails are emails I have generated through Microsoft Flow. The formatting of the emails appear fine when you view them in Outlook but when they appear in Freshdesk as a ticket, all of the line breaks are gone.I do wonder if it is something to do with HTML as that's what the email form is configured in within Flow.Help please! :)

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mcrawfordApprentice
posted in Archives - Freshdesk
[Bug] Searching for a contact on the New Ticket page doesn't search custom fields

If you search for a contact on the Contacts page, it will search in custom fields.However, if you search for a contact on the New Ticket page, it will not return any results.This seems like a clear bug in the system.We use custom fields to identify company branches for one of our customers. Right now, if we need to create a ticket and don't know the name of the specific contact for that branch, we have to:Go to the contacts page. 1 page load.Search for the contact by Branch ID. 1 page load.Click the new ticket button on the contact page. 1 page load.If we could search directly from the new ticket page, we would only have to wait for the new ticket page to load, rather than having to jump through several pages.

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magdalena.hacklApprentice
posted in Archives - Freshdesk
New Ticket Created notifications disabled / contradicts with create new ticket form

Hello everybody,we have disabled the New Ticket Created notification for requesters, i.e. our customers do not automatically get a copy of their ticket via e-mail. However, after completing the "create new ticket form" and thus creating a new ticket, customers see a green banner, telling them that a copy of their created ticket has been sent to their e-mail - which of course contradicts the configuration "New Ticket Created notification" disabled.Is it possible to hide this banner with this notification.Screens are attached (but system language is German)Thanks in advance,Magdalena

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david_16960Contributor
posted in Archives - Freshdesk
Account temporarily blocked

Hi, our account daddagmbh.freshdesk.com ist temporarily blocked. Can you help?Best regards,David

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aravindhan.aApprentice
posted in Archives - Freshdesk
JIRA Integeration issue. Error: jira reports the following error : Login failed

We are trying to integrate Freshdesk with JIRA. We have followed all the steps required to finish the integration. But when I select submit, it returns the following error jira reports the following error : Login failed. I have verified that the JIRA account is an admin account and the credentials are correct. I was able to login to JIRA using the credentials given.

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skandimallaApprentice
posted in Archives - Freshdesk
Public forums

how to create a Public forum  with own URL selection 

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cobycwilliamsApprentice
posted in Archives - Freshdesk
Integration with address verification API?

Hello. I'm looking for a way to integrate an API to verify United States' mailing address. Basically, when an agent starts typing into the home/mailing address field, that field automatically populates with externally verified mailing addresses. Thank you.

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lrastelliniApprentice
posted in Archives - Freshdesk
Fusionated Tickets Question

Is there any option to un-do the fusionated tickets?

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michail.savelyevApprentice
posted in Archives - Freshdesk
How to get the number of pages through the API

Hi Support, We are planning to build a new client portal using the Freshdesk APIs with a view of replicating all of the features of your existing portal plus a new UI and additional features. We wanted to get your advice on the best approach to get the number of pages. We want to have paginator on our portal. On one page we display 10 tickets. But how can we get the total number of such pages? Is there any way how you can add this data to the API or you could suggest some better approach. Thanks!

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