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Archives - Freshdesk

All archived articles of Freshdesk

  • 2,440 Posts
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2440 Posts
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Skilled Expert
gzimmermanSkilled Expert
posted in Archives - Freshdesk
Ctrl-K to Insert Link Fails

Is else anyone having problems using Ctrl-K to insert a link in Mint?  It has been many, many weeks that I reported this issue yet it does not seem to be important enough to fix.  If I click on "Insert Link" in the editor it works as expected.  The problem is that it takes two clicks to do that (Formatting options ► Insert link) and I prefer to use shortcuts.  Why should I have to take my hands off the keyboard and reach for the mouse?So here are the issues I have when using Ctrl-K:- Sometimes it just does not do anything.  If I press Ctrl-K on the first line of a note or reply it never works.- If it does work, the cursor does not move to the field in the pop-up.  If I start to type, it closes the pop-up and just continues my text.  I have to use my mouse to click in the field, which defeats the purpose of the shortcut.- Once I am actually able to click around and enter my text and URL, it inserts it at the end of the text.  Now I need to cut it and paste it where I wanted it to go in

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hfadminApprentice
posted in Archives - Freshdesk
Deleted contacts won'delete

Need Help!Deleted contacts won't hard delete. Same issue as this ticket below.https://support.freshdesk.com/support/discussions/topics/324661

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yakovApprentice
posted in Archives - Freshdesk
How to manage GDPR requests in helpdesk

I'm starting to build freshGDPR that allows you to manage GDPR requests in your helpdesk.You can receive GDPR requests in your helpdesk and freshGDPR Freshdesk app will email data to requester securely automatically.freshGDPR Freshdesk app has been submitted for review last week.freshGDPR already has BankID for requester identity verification. (Swedish only). It also has SMS for identity verification.Once the report has been uploaded in helpdesk by the agent, requester user will receive an email with secure hash URL. User will have to confirm his or her identity to be able to download the document.I'm early on in the process, and looking for lots of feedback from potential users. Would you be interested? How freshGDPR works from freshGDPR on Vimeo.

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danifernandezadamezApprentice
posted in Archives - Freshdesk
Can i add a new module ?

Hi guys,I really need to know if i can add a new module here, like tickets, social etcetera...Is this possible to do it? There is any manual?

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dhaddadApprentice
posted in Archives - Freshdesk
Freshsales: app.activated not firing

Having trouble to get my app to load.Given the following code snippit. When a user browses to the "lead" or "contact" details screen the application does not fire the event onAppActivated(). The only way i can get it to work is to click on the "more integrations" tab, and then click back on my application tab and then it will fire. It will not fire when the lead is initially loaded. Can anyone offer some advice?  var client; $(document).ready( function() { app.initialized().then( function(_client) { client = _client; _client.events.on("app.activated", onAppActivated); _client.events.on("app.deactivated", onAppDeactivated); }, function(error){}); }); function onAppActivated() { // Do something } 

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mevanoffApprentice
posted in Archives - Freshdesk
How do I get the value of a custom field when intercepting Event

I am using the freshdesk Events API.  When using the ticket.propertiesUpdated event, I find that event.helper.getData() is not returning the value of the custom field we have added to our ticket properties. Is there a way to use the freshdesk API to do this?

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Contributor
bencurthoysContributor
posted in Archives - Freshdesk
Typing / in a note or ticket

I have keyboard shortcuts switched off, but EVERY TIME I type a "/" character into a support ticket (which I do a lot) it pops up a menu to search canned responses (which I want NEVER) and it's annoying the hell out of me.How do I make that "typing a / pops up a menu and ruins your train of thought" feature to go away and never come back?

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amleyandersonApprentice
posted in Archives - Freshdesk
freshdesk billing customer service (520) 526-0182

Accounts - Plans & Billing - There is no helpdesk here! - Freshdesk https://support.freshdesk.com/support/solutions/folders/272651 If your payment is offline, please write to billing@freshdesk.com, with a request to increase agent seats and the number of agents you are looking to add. One of the agents from the Billing Team would get in contact with you to process your request.

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m.abdelkaderApprentice
posted in Archives - Freshdesk
Child Tickets Error

Having an error raising child ticket - The adapter rejected the commit because it was invalid -

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alice.tillesApprentice
posted in Archives - Freshdesk
Glitch when logging in to preview mode?

Hi,Long story short, in order to access the preview mode, I need to log in twice and it's quite tedious.I go to Admin -> Portals -> [the portal I want], Customize -> Layout and Pages -> Portal pages -> New Topic -> Preview. I then get taken to a login page within the support website. I log in with my credentials, and when clicking LOGIN, I get taken back to the support homepage dashboard (with the graph and number of tickets etc). Then when I go through the process again, it successfully takes me to the preview page. If I want to preview a different page, I have to restart the entire process.Can you give me some direction as to how to fix this and make it smoother?I'm new to support and this is basically my first time using Freshdesk (I'm in a different department) so I could be missing something obvious.Thanks!

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pankaj.eciictContributor
posted in Archives - Freshdesk
API to reply back on an existing ticket by an user

I couldn't find any API using which a customer can reply back to a ticket.I tried using conversations API's reply/note endpoints but "reply" endpoint is creating a conversation reply by the logged in agent while "note" endpoint is creating a note without any contact.I there any API I'm missing out or this feature is not available?

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Contributor
freshdesk1Contributor
posted in Archives - Freshdesk
URL Fields - Truncate long URLs or change to "Click me" link

We are using a couple of URL fields to deep link to third party web sites. These links wrap over three/four lines. Any way to have them just appear as a shorter clickable link without the use of third party shorteners?

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fernando_18235Apprentice
posted in Archives - Freshdesk
Unable to add contact again

Hello,I recently removed a contact from FreshDesk and later attempted to re-add them via the same email. The problem is when I go to add the contact it says the email already exist even though its nowhere in the contacts themselves. How do I go about adding this person to the system again. Thanks

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Apprentice
jm_18672Apprentice
posted in Archives - Freshdesk
Ticket number code for email body?

Hi All, i know we can use ticket.url to add the url for the ticket in the email bodyBut if i just wanted to add in the ticket number, is there a code for that?Thanks

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mylinda.andersonApprentice
posted in Archives - Freshdesk
Ticket Behavior When Sending an Email to 2 different Groups

We are testing Freshdesk as we plan to transition from managing customer support via Outlook to a ticketing system.  We will be setting up separate groups within the system to represent different teams within our support group.  One of the biggest issues we've found in testing is when a customer (or internal person) will send an email and include 2 different group email addresses.  What we are finding is that Freshdesk will create 2 separate tickets (one in each group) but the customer is only notified of 1 of the tickets and the groups are not aware that 2 tickets have been created either.  This would be inefficient and confusing.Does anyone else have this sort of situation or set up and how have you handled it?

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sarah.evansApprentice
posted in Archives - Freshdesk
Merging free account into paid account

Hi!I have a paid freshdesk account and and a free freshdesk account.is it possible to migrate/merge the free account into the paid account? I would like to retain our tickets, users, structure etc.Thanks

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studio154Apprentice
posted in Archives - Freshdesk
How customize Portal and email template with css

Hello, please can I customize thye portal and email templatese using Blossom Plain? I'm trying it but I cannot view the customization option for portale. I can only change colours and font coloursThank you

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rrajatranaApprentice
posted in Archives - Freshdesk
Freshdesk Library V2 does not initialise when loading freshdesk library dynamically

Hello,Whenever I try lo load your js "https://static.freshdev.io/fdk/2.0/assets/fresh_client.js" dynamically, using settimeout or from console, the FrshClient() is never resolved.Sample Cases:1: Library working fine.   <html> <head> </head> <body> </body> <script> function appendJS() { url ="https://static.freshdev.io/fdk/2.0/assets/fresh_client.js"; var tag_hdr = document.getElementsByTagName('head')[0]; var tag_script = document.createElement('script'); tag_script.setAttribute('type', 'text/javascript'); tag_script.setAttribute('src', url); tag_hdr.appendChild(tag_script); console.log("Successfully Loaded freshdesk Library"); } appendJS(); </script> </html> 2. Library Not working, when loading the js after few milisecs/secs. <html> <head> </head> <body> </body> <script> function appendJS() { url ="https://static.freshdev.io/fdk/2.0/assets/fresh_client.js"

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jon_13284Apprentice
posted in Archives - Freshdesk
gSuite Integration, Gmail Widget Not Working Anymore

I used to be able to send tickets from Gmail within an email and create a ticket from the email that came through. This no longer appears, and also your no longer listed in the Marketplace Apps to add the feature back.The Widget in the App list that no longer works just takes me to the link of my Freshdesk login.Is this feature deprecated, or is there a way to get this back working again?

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socialteamApprentice
posted in Archives - Freshdesk
Not receiving Email Notifications of Forum Topic

We've set up our forums so that the Admin account has to approve topics before they post at support.gigsource.com.  However, during testing of this feature, our admin account is not receiving email notifications when a new forum topic is posted. Is there a time lag before this functionality is active?

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Contributor
steve.gossettContributor
posted in Archives - Freshdesk
Hide Start a Topic in the forums

I used CSS to accomplish hiding the URL but not the FOLLOW button./* Hide the link for customers to start a topic. */  /* Main forums page */ .start-topic {  display: none; }  /* Tips and Tricks */ #forum-44000061607 .pull-right:first-child {  display: none; }  /* Feature Requests */ #forum-44000061608 .pull-right:first-child {  display: none; }

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haidangApprentice
posted in Archives - Freshdesk
Custom App to auto fill in ticket details

Hi Team,I am in logistic industry. We are using freshdesk and we also have an Booking System. Where store all bookings (every booking associated with a contact). We mainly use booking ID as our key for every single dayily tasks like search.Now, I want to build a custom App to integrate our Booking system with Freshdesk and place it at New Ticket page where has a custom field named Booking ID. Every time an agent type the Booking ID in this custom field, it will search the Booking ID in our Booking system and PUSH the requester_id or requester_email of contact to the Contact/requester field in New Ticket Page. With this our agent don't need to switch between Freshdesk and booking system, it will significantly save time our 200 agents.

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igreenhalghContributor
posted in Archives - Freshdesk
New Ticket - Priority Bug

Priority dropdown on new ticket view for agents is not displaying text properly.

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dlatzmanApprentice
posted in Archives - Freshdesk
Steps App is Live in Marketplace

We are excited to launch of first Freshdesk application, Steps. This is a free app that lets you predefine task lists for agents to complete to solve customer issues. The task lists can be conditional on the Type or Tags on the ticket, or can apply to all tickets. There are also task dependencies you can enable, meaning one task must be completed before the agent can tackle the next one. Please give the app an install and test it out. We are excited for your feedback!https://apps.freshdesk.com/steps/And if you want to get in touch around app ideas or any custom needs within Freshdesk (or Freshworks), please reach out: hello@gobillow.com.

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roohApprentice
posted in Archives - Freshdesk
Are any reports included in the free version?

Hi, is there any reports included in the free version? 

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aravind.sundararajan
Skilled Expert

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