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Archives - Freshdesk

All archived articles of Freshdesk

  • 2,440 Posts
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2440 Posts
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abey.elsheemyContributor
posted in Archives - Freshdesk
Chatbot Feature

Greetings,As it might be known for some, there is a feature called chatbot that Freshservice is currently working on developing it.some clients having this feature enabled by now as Beta version and some other not.we need to be included in this beta version or at least to have a clear timeline for this feature

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matt_16473Contributor
posted in Archives - Freshdesk
API Searching

I am looking up customers based on their phone numbers.  If a phone number is entered in the system as (###) ###-#### but I search for ########## it fails.  The search should work on numbers alone (i.e. strip all formatting characters).  Also, If I have a phone number of (123) 456-7890 and a mobile number of (123) 098-7654, I would like to be able to pass 1 search parameter...phone is 1234567890 OR mobile is 1234567890I was told in an email to use '+' in place of OR, but that fails..

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chris.thompson528Apprentice
posted in Archives - Freshdesk
PHP Api - Create ticket with tag

Hey Guys!I have been trying to implement API calls to create tickets instead of emails and I would like to have the ability to add a tag during the creation of the ticket.However, I just can't seem to get it to work.This is my ticket payload.$ticket_payload = array(         "email" => $email,         "subject" => $subject,         "description" => $body,         "priority" => 1,         "status" => 2,         "tags" => array("A Block")     );I have also attempted - without success: "tags" => "A Block" "tags" => ["A Block"]The response I get back is 400.When I remove the "tags" attribute, it will create the ticket for me.Anyone have any ideas?

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joaquin.guevaraApprentice
posted in Archives - Freshdesk
Frshdesk update Mint

Hello,My name is Joaquín Guevara, and i manage technical support in Alephoo (Sigma-it Solutions).I'm sending this email with the purpose of asking if we could have the old control panel with recent activities in the home screen of Freshdesk's new version, since the sided panel of the Mint version is not useful for us.If this is not possible, we are requesting using the old version instead of the new one.Thank you.

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sergeiApprentice
posted in Archives - Freshdesk
Dispatch'r - Edit Rule don't save action

After saving the rule there is no action

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tkazantzisContributor
posted in Archives - Freshdesk
Freshdesk API

I have  Blossom plan but I can't see my Freshdesk API key at my profile. When I can find it for installing Skype?

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len.smithContributor
posted in Archives - Freshdesk
Use of @Simonsays - Not Working for me.

Can anyone let me know if you you have gotten the @Simonsays Email Commands feature to work? I have tired all manner of permutations of the command string and tokens and I simply cannot get it to work and FreshDesk Support has looked at this, but not responded.If you have gotten this to work, please let me know what approach I should be using.Thanks,Len

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sysbrApprentice
posted in Archives - Freshdesk
E-mail notifications/communications not being sent to my domain

Greetings,Suddenly all communication to my domain stopped.The e-mails are being received but no notification is sent back when the requester is from my domain. Also any communication/replies to the ticket are not being sent.If I go to settings >> mail communications >> edit a notification, click preview then click send a test mail. I don't receive that e-mail either.It was working and suddenly stopped.Can you help?

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herongkaiApprentice
posted in Archives - Freshdesk
Account Suspended

HiMy account has been suspended.But my account renewaly time is 14, Dec, 2019My account ID is herongkai@zwcad.comCould you help me solve this issue?

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joris.vleminckxApprentice
posted in Archives - Freshdesk
Error in Spanish language

Hello,We are using the Spanish version of freshdesk and it seems in some places you translated "ticket" as "ticke" (without a t), for instance in the message "El Ticke se ha cerrado".It should always be "Ticket". Can you please correct this, as it is a very visible error. Thanks in advance.

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jonathan.joaquinApprentice
posted in Archives - Freshdesk
Duplicate Tickets Generated - after New Custom Email Setup

After we upgraded to Freshdesk from free to the next level up we wanted to avail of the Custom email. We had set it up using IMAP for incoming and SMTP settings for outgoing. We tested it out from a test user and sent in a test support request. Back in Freshdesk portal we would receive two ticket submissions.After checking my settings decided to undo the incoming settings and just leave the outgoing email settings. After this was done, tested it again with our test user and the duplicate emails stopped. 

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trace.symondsContributor
posted in Archives - Freshdesk
Adding an "Agent Only" tab within our Solutions Page tabs

I am wondering how this could be accomplished:1)  Create a tab within our Help Center/Solutions page, where the tab is labeled 'Admin' and points to the admin portal.  2)  The Tab would be visible to Agents Only.I can figure out how to add the tab as I've done that already, but what I can't figure out is how to limit the tab's visibility to Agents only.Many thanks!

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matt_16473Contributor
posted in Archives - Freshdesk
Create user API

When trying to create a user via the v1 API, the system does not add a user nor does it respond correctly. This is my POST:{"user": { "name": "First Last", "email": "email@domain.com", "phone": "555-555-5555", "mobile": "555-555-1212", "department_users_attributes": { "department_id": "1" } }}This is the response I get back:{ "logout": "success"}Thoughts?

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jochenContributor
posted in Archives - Freshdesk
API access to total counts of tickets

What about an API access to the counts of tickets in views? This would really be a great feature to display in KPI dashboards.This was an unofficial request by me half a year ago. And: the guys implemented it though I only sent some emails.And this is how they've done it:You can get the ticket count with the following api call:http://domain.freshdesk.com/helpdesk/tickets/summary.xml?view_name=allBut this count is not possible on Custom Views, but only default views.Supported views : all, open, overdue, due_today, on_hold, new, new_and_my_open, my_groups_open, my_overdueBTW, this is not a real-time count, there will be a delay of 5 Mins and this API call will have same 1000 API per hour limitWe use Basic Authentication with "username:password" combination or "apikey:X" combination, that has to be passed in the authorization header of the HTTP request to authenticate all our api calls.Refer:https://github.com/johnpaulh/mysamples#troubleshooteg: using curl:curl -u email:password -X GET ht

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alice.phantomContributor
posted in Archives - Freshdesk
logo resize

 I have problem with the logo image: - it gets automatically resized - I have problems getting a bigger logo that does not look pixelated and a retina optimized logo Anybody had similar issue? Your suggestions would be very appreciated!

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lars.austeroApprentice
posted in Archives - Freshdesk
Granting access to create ticket templates

 Does anyone know how to grant certain agents access to create ticket templates without having to grant full administrator role to Freshdesk?

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kylaContributor
posted in Archives - Freshdesk
Solutions analytics for agents

Do the analytics for solution articles only work for views/likes/dislikes from customers and not agents?We have some solutions articles for internal use that are visible only to agents, and they don't seem to register any views or likes/dislikes.

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jesilkulkarniApprentice
posted in Archives - Freshdesk
Redirect user to freshdesk support dashboard without login

Hello,        I am creating a website and planning to integrate freshdesk on the website.We are having a support module in the website.        There will be button on the page like (View all tickets) which would redirect the user to the freshdesk support website(https://example.freshdesk.com/a/dashboard/) without asking him to login ,       How can I achieve this.       

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joris.vleminckxApprentice
posted in Archives - Freshdesk
Custom email notifications not used

Hello,I have adapted most of the email notifications to custom subjects and texts, but it seems not all of them are correctly used and instead still the default subject/text is sent. I have this issue with the mails to the clients (ticket creators), when- an agent adds a note- an agent adds a commentAnd it seems this issue happens also with the CC emails (comment/note). None of the custom mails are being sent.

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mtroyaContributor
posted in Archives - Freshdesk
I can't create an agents' group

Hi,I'm trying to create a group composed for four agents but when I try to save the changes I get a message that says: "An error has ocurred. If the problem still happening, get in touch with the Freshdesk's support"One of the agents has a different email from the others, could it be the reason for this issue? Thank you in advance.Regards.

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lucianoApprentice
posted in Archives - Freshdesk
Mails sent from Zendesk are filtered

Hi everybody,We have a provider who use ZENDESK as their support ticket system.We send emails to the them, but, every responses from them doesn't shows on Freshdesk. Never arrived.But, we have been checked our mail inbox (which have a forward rule to Freshdesk) and emails are received, so, were forwarded like others. We only have problem with this sender who used ZENDESK.Anyone knows if there is some kind of rules, or filter that could be filtering this kind of responses?I attach a mail format of the responses.I appreciate your help.Regards.Luciano

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scelse-itApprentice
posted in Archives - Freshdesk
Unable to get email channel to work

Hi,My support email is supposed to be "ntuedusgscelse-it@scelse.freshdesk.com". However, I had tried forwarding and emailing directly to this email address but do not see any email being converted into tickets. Can you check if this is working correctly?

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jkhosraviApprentice
posted in Archives - Freshdesk
Remove Customers Name in Reply Response

 Good morning,When our agents reply to a ticket, the email defaults with "Hi <first and last name>".  If we don't have a first/last name for that contact it's using their email address.  How can I remove that and have "Hello" only in the email response template?  I don't see where to change this in the admin tools.  Recreate Steps: Select the Ticket, select to Reply.  Screenshot attached with private details removed and what we are looking to change.

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betApprentice
posted in Archives - Freshdesk
Schedule autoreplies?

I've searched through the docs, but I'm not finding any info: is it possible to schedule an auto reply on new tickets and replies? For instance, it would be great if I were able to set up a not a reply that would go out any time a new email is received outside of our business hours (or at least on weekends), letting the client know that we won't be looking at their ticket until we are open next.Is it possible to do something like this?

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david.suggContributor
posted in Archives - Freshdesk
Who uses dependent fields and would like to fill from bottom up

Hello All,Want to pose the question hereIn our ticket system we have dependent fields and have 3 levels.  When customers call in or email, they state the issue is and that is usually the 3rd level.  So I have asked freshdesk to be able to fill in from bottom up. So we can basically choose the 3rd level and it would auto fill the others when there is a unique match.Would this be helpful to anyone else? Freshdesk is stating they are unwilling to change the software but wanted to see if anyone else would find this helpful.  

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