Archives - Freshdesk

Hi all,I have a technical question to enhance the support portal for the customer is that I want to customize the customer ticket form and want to enhance with coding (with callback function) for some input type such as the system automatic check the account has or has not the Subscription ID before they submit a ticket. Ok, I know I have to choose at least Estate or Forest plan, but I'm not sure how to do that. Please let me know how is it possible to execute my scenario if I change the Freshdesk plan. Thank you.

Hello,We're back again with the third edition of "Trends in Freshdesk Support". If you're liking what you've read so far, I'm sure you'd like this one too. Go ahead and smash the like button at the bottom of this post if you find this helpful.If you've any feedback about this topic or the forum in general, please leave a comment below. We're all ears to listen and your feedback will help us better curate the posts in future."My ticket form has a field that says 'Requester'. How do I change this name to something else?"                 For both the new ticket form and the feedback widget ( This can be embedded on your website), the field labels can be modified under Admin -> Ticket Fields section. Hit on any label name and you'd see the options to change the name/values for the field."We would need to pull ticket information everyday for internal reporting. Is there an option to set it up automatically?"                   Freshdesk lets you to automatically export ticket related info

 I need help to change the support URL on this account, please help, thank you.

EMAIL NOTIFICATION NOT SENT TO REQUESTER(WHEN NEW TICKET CREATED) AND AGENT(WHEN TICKET ASSIGNED TO AGENT)

Hi, I have multiple support tickets with different companies.They send me an email with their support link something like companyname.freshdesk.com/helpdesk/tickets/5714When I try to open that ticket, I need to create an account. During registration with my email account it looks like it its succeeds and the registration pages gives a success. But I don't receive a password or activation link in my email. When I retry it says the email address has already been used (makes sense, I just created the account but did not receive an activation email).So first reaction; check the spamfolder; empty.... Second reaction; Lets do a password reset on the email....It states that instructions have been send to my email... But you can guess it right now; no email.I've been trying for last 6 hours without any result.Now it becomes really weird, because for posting this topic I had to create an account on freshdesk own support portal. And here it worked, no problems during the creation process of my a

I'm trying to export all of my tickets using the Admin > Account > Export Data feature, after which I get the e-mail containing the download link. The file that gets downloaded however, is from 19 days ago. It doesn't matter how many times I run the export, with a different link being generated every time, I'm still just given the same file to download. This is causing us real problems as we're desperately trying to back up some attachments from tickets, but the Amazon AWS links to the attachments have already expired!I believe that the file we are being constantly offered is one that I generated those 19 days ago. A colleague has tried running the export and has also just been given the same out of date file. Has anybody else experienced this? Is there a solution?

We have a ticket page plugin that uses the contact/data-API function, to determine whether the current ticket's contact an agent or a customer.https://developers.freshdesk.com/v2/docs/data-api/#contactAPISince last week (~2019-02-06) this method call returns a 404 instead of a contact object.Previously we used the result to get the flag result.contact.is_agentWas this changed, or is there an alternative? I didn't find any documentation about possible error codes.c.data.get("contact").then(r => console.log("Is agent? ->", r.contact.is_agent))   c.data.get("contact") .then( r => console.log("Is agent? ->", r.contact.is_agent), e => console.log(e));  Here an example of the error logs in the console in case the requester was an agent. c.data.get("contact").then(r => console.log("Is agent? ->", r.contact.is_agent), e => console.log(e)); Promise {<pending>} new-relic-10cd82f5c7…86e1796fcf7927.js:1 GET https://potix.freshdesk.com/api

Hi there, I am using the Sprout plan to try out your services. I configured my Company Support Email address (helpdesk@ptsstystems.co.in) and emails to this address are forwarded to freshdesk.com email address.Email sent to the Company support email id is getting converted into a Ticket with a number. However the client sending support request is not getting a TICKET RECEIVED email from freshdesk.When customer sends email directly to the freshdesk email id ptssystemscoinhelpdesk@pts3helpdesk.freshdesk.coma TICKET RECEIVED email is sent to the customer.Regards,Rajesh Samant

Clients do not receive activation emails after they registered.They do get the message "Registration succeede", but they do not receive any email.I can find this new customer in the list and if I send the activation email manually the customer does receive an email. Question: why are these activation emails not send automatically? 

i am using the sample CreateTicket class as below https://github.com/freshdesk/fresh-samples/blob/master/C-Sharp/CreateTicket.csand it throws connection error on request.GetRequestStream();  "An existing connection was forcibly closed by the remote host"has any one else notice this and is aware of any workaround.We are using the API key not username and password and the end points are correct as well.

The KB editor is fairly limited, but there is the option to edit the HTML code. However, we now see we get one result when logged in as an agent in Mint, and another on the portal. I would assume what is shown in an article in the editor is also what appears on the portal. But that is not the case.In a ordered list a type can be added, such as type="a". This looks fine in the article, but is changed to numbers in the portal. This is not only confusing, but also frustrating. Attached the HTML code, the result on the agent's screen (in Mint) and the result on the customer portal. Should I assume the HTML editor should not be used to enhance documents and we just have to live with the basic options in the normal editor?

Hello,I am getting this extra email every-time a new ticket is created by a customer of mine who is emailing our generic/ticket email address..Problem is I cannot use a filter to filter this out. It shows the subject of the email and that's it. So it's not a useful email, a duplicate with less information.How do I disable this email notification?

Hello, as we have two portals, I would like to have different forms in each portal. With having only two dependent ticket fields. I would like to use one for both portals, and hide the options which are not relevant for portal A for example. I tried different Javascript codes, but they dont work. Can anyone help? 

Hi I am new to Fresh desk & Fresh Caller As we have implemented Freshdesk recently  there are number of abandoned calls recorded in FreshDesk. This is not a surprise.(a) How ever it appears that some of the callers got what the information they required from IVR messages & simply hang-up without ising hangup option.Q1 : What are the scenarios where a call is recorded as abandoned? Q2 : does (a) above correct?Q3 : If (a) is correct how do we seperate where caller is satisfied with IVR response & no follow up is required.Thank you

HelloFacebook is integrating with my business page swell, but I only get incoming messages. How come when I respond in Freshdesk it doesn't reply to the customer? All permissions are on and set for Freshdesk to access my business page and message for it. Sending as well. Help!

We are migrating to FreshDesk from another service desk solution and our customers have historically submitted a ticket when they wanted to request a new product feature or enhancement.  With the migration to FreshDesk we'll be asking customers to submit their product feedback using an Ideas forum.We now are facing a migration challenge.  Our migration partner said that they don't have any way to populate a Forum by means of an import,  I believe that FreshDesk said they cannot help either.  We have a pretty large inventory of previously submitted product suggestions that need to become Forum entries and we really don't want to have to cut-n-paste each one.I am reaching out to the community to see if anyone knows of any way that we can automate the creation of these forum entries?  Ideally, I'd like the entry to be under the original submitter's name.

Since the interface update last Friday (8/2) i can no longer set the time for my to do's on freshdesk, Is anyone else having this issue?

Is there a way in Sprout for department managers, who are just contacts, to see all open tickets that anyone in their department has opened? Thx.

I would like to change my current support URL from http://zavango.freshdesk.com to http://lumaone.freshdesk.com.  We have rebranded our company so it would be great if this can be updated as well. We are quite happy with the functionality Freshdesk offers so I look forward to continuing to use this solution to keep our growing customer base happy and successful.Thank you,Teira

Hi,I am trying to update tickets using REST API but it does not seem to work. Can anybody help me out? I can create a new ticket - only the update is not workingSee attachementsThx - Arnoud van Heumen

I faced numerous system errors, and the Freshdesk team didn't help.I just want some simple reply

It appears that when a customer responds to an open ticket Freshdesk is invoking an Observer rule (which doesn't exists, that we can find) to delete the ticket and then set the status to customer responded.I have a ticket open with Freshdesk for this, but is anyone else facing the same issue?

In local testing I need to add a api_key in iparams and iparams_test_data to get the api key. I would like to know if still need to input the api key when installing the app?https://developers.freshservice.com/docs/request-api/

Good day, I am very unfamiliar with this topic. I would like to know how to embed a remote support function "portal / app" on my web page were clients can go onto the page and request support or something like that, if it is even possible?

So the current problem that we are facing is that group supervisors are not getting e-mail notifications when clients respond (only agents).Is there a way to CC a supervisor or another agent when adding new actions in Observer or supervisor rules?All the options available are:Send e-mail to agent, to group or to requester.There is no option to Send e-mail to supervisor or another agent.thx