Archives - Freshdesk

Hi,I'm making a custom serverless app for Freshdesk. It's supposed to process new ticket using "onTicketCreate" event, and then do certain things based on the value of a certain custom field. However, the app refused to work correctly, and when I looked at the logs, I noticed two issues:1) Every custom field has a weird appendix - six numbers preceded by an underscore, so, for example, the field "cf_company" becomes "cf_company_176796";2) The only custom fields that have values are dropdowns, checkboxes and other fields with predetermined values, but the regular text fields are empty, despite me definitely putting data in them when creating a ticket.This is the ticket when viewed from Freshdesk's interface (both "VIN" and "Car glass position" fields clearly have values assigned to them)And here's logged data that I got from "onTicketCreate" event ("Car glass" field has the correct value, but "VIN" field appears empty)Am I doing something wrong, or is this a problem on your side?

So Freshdesk has gone from being a company with a great product and support to what seems like a company trying to do too many things at once and doing none of them amazingly.I have started keeping track of the things that piss me off the most all of which I have spoken to FD agents about in the last 12-24 months.- The shortcut to send a ticket (Command + Enter for me) adds a ‘paragraph’/works as a normal enter when closing a ticket so can add weird spacing if you’re not precise where you leave the cursor- The old integrated chat was awesome. Freshchat is shit. I have to set it to give me email notifications because my email client lets me know someone is there better than FD or FC does. As above I have spent time trying to work through this with a FD agent who was helpful, but not to the point that there is no issue for something that should be basic. Just me?- The cursor jumps to the start of the ticket after you have begun typing. This also can cause words to be selected that can’t

I have a problem. This is how to interact between contact app and full page app. I have used send data from a location to another location but I can't deploy because this solution just deploy in a page app (example: in a range of contact app or full page app). Can I help you this question?

We are trying to find all tickets that have been forwarded to a third party email address and then closed. If I search for the email address in question it brings up the contact and that is all.Is there an easy way to do this?

If I'm forwarding a ticket to a third party and this this party replies, a private note is added to the ticket. I seem to have no way to know if this happens. I want to create a rule that sets the priority of such tickets as Urgent. When I try this, there's no way to say "..and the events are NOT performed by", so I can't make a rule modifies these tickets, because it would also modify the tickets I personally adds a private note to. Any suggestion here?

I saw there was a topic already in regards to the cursor deleting the space before words when deleting caracters, this is very annoying.We have another issue where the cursor randomly jumps into other ticket fields, also quite frustrating. This has been going on for a long time, is this being looked at? Its just seems to be an issue with your editor. 

I can't access to our freshdesk account. It redirects me to my profile i and then i can't proceed!

In Internet Explorer 11.0 the user.get() API sometimes returns null/undefined instead of a promise. It should always return a promise consistently regardless of browser.

Having a performance issue with Freshdesk Mint that's been there for a while, wondered if anyone else has noticed it too. I open Freshdesk and work on it for a bit. Performance is quite slow when clicking between tickets, but just about usable. However once it's been open for a while (around 30 minutes) it slows down to the point it is unusable. Clicking on anything, or trying to type, there is a lag of at least 20 seconds before anything happens.The only way to resolve this is to close, and re-open the browser.I thought at first it may be an extension I had loaded, so on a brand new computer with Windows 10 and Chrome installed, but no extensions, I tested it - exactly the same result.It is marginally better on a Mac, but does still do the same thing.I have tested this with the same result in:ChromeEdgeFirefoxNew Edge (Chromium)Anyone else having the same problem or is it just our Freshdesk setup?

If I have a ticket that has been assigned to someone in a group, and I want to assign it to someone who has yet to be added to a group, there appears to be no way to remove the group from the field.  You can change groups, but you can't search for or enter a user that has no group.  If you start out with the ticket assigned to a person without a group, then you can add the group, but once you do you are again stuck.Does anyone know of a way to remove the group and search for, and assign, agents who have not yet been assigned to a group?

Hey there!We recently enabled Simple SSO for our helpdesk so that customers could access our support portal after they log into our website. The user's email address (from their profile on our site) is passed to Freshdesk, which matches it to their existing Freshdesk user profile. If the email addresses match, it grants them access based on their access level in Freshdesk- no need for a separate account.In order for that to work, our agents have had to use the https://(OurNameHere).freshdesk.com/login/normal URL when trying to log into the system as an agent since this bypasses the SSO authentication. It works well most of the time.However, we keep encountering three problems:1. Specific agents are our company keep getting logged out of their Freshdesk session without warning, even while they are in the middle of working. It's strange because it only happens to these 2-3 people, but never to people like me.2. Even if they try to use the "...login/normal" URL, the page will not accept t

Hello ,I"m currently using Sprout (free) package .  Can I please know if an agent deletes a ticket and also delete it from the trash.1. Is there any way to prevent it ? (Not sure this feature is available in this version)2. Is there any way to track the name of the agent who has deleted it ? Thanks. 

 Hello,We have a supervisor rule that runs 700 hours after the last agent response. It never does run. We have similar rules that run after 320 hours that do run. The first rule is just a copy of the second rule except for the number of hours.Rules----Type is "Quote"Status is "Waiting on Customer"Hours Since Agent Responded is greater then 700Then----Send Email to RequesterDoes anyone have any suggestions?Thanks,Daniel

Hi, the following screenshot is from our SMTP relay/Spam filter. It states the e-mails are deliverd succesfully but they do not show up in Freshdesk. Can you please check where they are, they are also not in the spam folder. Regards, Nigel.

I'trying to connect my Freshdesk account with Zapier, but it says "We hit an error adding your new account", and I can't find what it is. The following error message appears:authentication failed: The app returned "You have exceeded the limit of requests per hour". This usually happens because there is a limit to the number of times we can send information to an app or service within a period of time. Please wait for your limit to be reset and try again. We made a request to publicidade.freshdesk.com and received (429) Too Many Requests.Can someone help me? Tnx!

How do I configure a negative flow as in IF ELSE condition in Freshdesk?

I have used the freshdesk app with a demo account, but now we want to use it foe a full account. This is not possible ble as the “log out” button does nothing at all! I reinstalled the app already but after re installing the old account is automatically logged in.

Only ONE user is getting the following:Login was unsuccessful! - Validation Failed : The status code of the Response was not Success, was Requester => InvalidNameIDPolicyEveryone else can login via SSO just fine and has been able for the past year. We're using ADFS and FD is the only app using it. I tried the support chat with no success, no guidance, no meaningful path to troubleshoot, only general stuff like "it must be xxxx"Well I need to see what FD sees on SSO attempt for that user. How can I do that?Said user can authenticate via ADFS test just fine using the usual ADFS testing URL: https://xxx.xx/adfs/ls/IdpInitiatedSignon.aspx

How do I assign ticket to a previous group and task if the next group rejects the task due to insufficient data?

Hi There,For almost a week our customer knowledge database is offline due to certificate issues. We payed (auto-renewal) and on our end everything is fine. Freshdesk is very unresponsive in this matter so we are considering taking our business elsewhere. Anyone else also experiencing issues like this?

I cant download custom app. Every time I try, it downloads an empty zip file called freshplug.zip. 

Hey All,Thank you for the amazing Ticketing System.I have one concern.When I open a new ticket with a new customer, I press add customer, and four field came up. 1) Name 2) Number 3) Email 4) CompanyI added on customer fields Branch drop list.But it didn't came up when Add customer on opening a ticket.Is there a way to add it?Thanks

I have a new Dispatcher rule that is not working.  It is supposed to block tickets from non-customers.  I tested it from 2 email addresses - one that was listed as a contact and one that is unknown to freshdesk.  Both created tickets.  The reply email never went out and the ticket from the unknown address didn't get deleted.HELP!Here are screenshots of the settings.  Yes, the screenshots are cut off - for security reasons.Thanks.

  Hi.We've got an issue where a user will create a ticket with several people on CC.When our agent replies, some of the CC:ed people are lost.Please see the attached screenshot.And no, the agent has not changed the CC field.This is critical to us and our clients.

I am responding to a customer ticket by expanding the "show quoted text" ellipses, and providing my responses in line. Everything looked fine in the editor until I sent the response and noticed that FreshDesk had duplicated many of my responses (see below). I had only entered this response one time.