Archives - Freshdesk

Hi, Since the update the drop down for the time in the reminder funtion is not working, making the reminder useless. We use it a lot so it's a massive issue as our work is highly time critical. Can this be fixed?

Hi, I'm getting an error. My freshdesk won't load and it say's "Scheduled maintenance is under progress". 

 I have several contacts that I've tried to 'hard delete' with no luck. I have one in particular that I had a problem with so tried to delete and then hard delete because I need to reuse his email. I've been able to hard delete other contacts using the front end, but this one seems to be a troubled record. I have tried using the API, I get no error result back, but the contact remains. I tried issuing an invalid contact ID and did get a response that the key was not found (the correct response). I have tried to restore this contact and I can get it back on my normal contacts list, but if I try to view or do anything at all with it I get a message "Contact inaccessible, being deleted.". I seem to have found a state of funk from which this contact cannot be pulled from. In the meantime, I need to get him registered as an Agent and I can't get that done.

I want to use freshdesk to set it up internally for a team of about five people to use to allocate tasks and monitor the progress of those tasks in the team. How should i go about doing this?

I use the Execute Scenario and Spam functions frequently. I would like them to be at the same level as Close, Merge and Delete.Is there a set of steps to customize the GUI for frequently used functions?Thanks

 Hi, is it possible to register callbacks for custom fields?Ex:var propertyChangeCallback = function (event)// code to be executed when the priority of the ticket is changed.{ var event_data = event.helper.getData(); console.log(event.type + " changed from " + event_data.old + " to " + event_data.new);};//client.events.on("ticket.priorityChanged", propertyChangeCallback);client.events.on("ticket.customField.my_custom_field", propertyChangeCallback);Thanks.

The tags in the old UI used to be at the bottom of the ticket properties. Now it is at the top of the conversion thread and once there are a few replies, tags are by default, not visible. So adding to them requires a scroll to the top of the message thread. This is super inconvenient once the thread gets long.Please relocate the Tags to somewhere more easily reachable. Perhaps just put them back in the properties pane where they used to be and IMO, where they belong.

We are linking our support tickets to Sales Force by Company Name. There are a lot of Companies in Sales Force that have a comma in the Name.Example - Parts R Us, Inc.

Yeah, I'll celebrate when Support ACTUALLY responds to a ticket I've had out there for over 15 days.

Hi,How can customer get a notification when a ticket is moved to another agent?

Whenever I copy an email address from a ticket by triple click, there's an initial space that keeps getting copied, this slows my work unfortunately because need to manually delete this initial space for a work tool to properly function. Much appreciated if this could be removed.

Ever since the Mint update, we've been swamped with bugs:An ex-customer being added to CC on tickets for other customers - may relate to starting a reply on mobile and sending from webPeople on CC being lost - may relate to starting a reply on mobile and sending from web (I saw another thread on here about a similar issue)Android app: Changing the due date on using "Pick date and time" sets a totally incorrect dateAndroid app: Changing the due date using "Today"/"Tomorrow"/etc. is based on GMT (we're in NZ):Due Today: In the morning sets tickets at midday today, and in the afternoon, sets tickets at midday tomorrowDue Tomorrow: In the morning sets tickets at midday tomorrow, and in the afternoon, sets tickets at midday day after tomorrowAndroid app: Views aren't sorted correctly - we often sort by due date ascending. This was fixed briefly (I think version 4.0.5) but is broken againAndroid app: Incorrect sender is displayed on a reply (displayed correctly on web). Freshdesk support hav

Ok so I'm wanting to check out Freshdesk, and I want to import my Zendesk data. So I go to Reports in Zendesk and download "Full XML export", which comes as a ZIP file. So in Freshdesk I enter my Zendesk details (domain, username, password), and select the ZIP file, and Freshdesk tells me it might take a few minutes, but nothing happens.Firstly, why does Freshdesk need my Zendesk URL and password given that I'm about to give it all the info it needs in the XML files? Surely it should need either credentials or exported data, but not both?And secondly, since I guess it doesn't like my ZIP file, what format would it like?I'm really surprised given the nature of the Zendesk/Freshdesk competition, that there isn't more of both documentation and discussion around this feature.I'm really wanting to get moving on this, it would be great if "it just worked"...Thanks

Didn't really know where to post this, but since this software uses the API I decided to put it here.I have been working on Migrating from OTRS to Freshdesk over the weekend and have wrote some command line PHP code that uses the Freshdesk API and a copy of an OTRS database to create tickets and add all ticket interactions as notes on the newly created Freshdesk.The hardest part was dealing with the 1000 API calls per hour.  I have an OTRS ticket database with ~81,000 items to migrate over.Feel free to fork, pull, or contribute!https://bitbucket.org/fastglass/otrs-to-freshdesk-migration/overview

Hi,Is there a way to retire a Category so it is not available for selection but is still there for historical reporting?In our Freshdesk instance we have a ticket field called Category which we link to sub-categories and can get granular information from the tickets we have logged by our users. This year I decided to expand on a sub-category and make this a primary category in it's own right with deeper sub-categories for example:Initial SetupCategory       Sub CategoryApplication     Phenix2019 SetupCategory       Sub CategoryPhenix            Sub-Category 1, Sub-Category 2 etc.Despite instruction, some of my agents are still using the Category from the initial setup so is there any way I can delete that and NOT affect any historical tickets that have this as their Category? Thanks,

Do you know how we handle activating Contacts who we are migrating over from another solution?  I assume that an activation link needs to be send to them.  Does this happen automatically?  If not, is there a way to make this happen by other means?

Hi,Is there a possibility to block an abusive customer (so that he cannot submit new tickets or reply to or re-open existing tickets) without deleting the existing tickets/threads? We would like to keep the conversation for our documentation.Or is the only way to print it and then mark it as spam? Will the spam be accessible in future and not be deleted?Thanks!

How is everyone handling a client in a pending queue when it's close to the end of the business day. For example, if we are open from 0730 to 1600hrs EST and a client enters the queue near the end of the day, if we don't have an agent availble to stay beyond the 1600hrs, what are you guys doing with that client? 

Is it possible to set the position and size of the modal form and dialog boxes?Looking at https://developers.freshdesk.com/v2/docs/interface-api/ there is no reference to being able to define the position or size of modal forms.Or do developers have to abandon using the interface API and develop their own solution based on iframes?

I am a newbie and i am trying to create our CTI app for Freshdesk Mint. Right now my problem is that i want to open the CTI sidebar when an external event comes in but i don't know to what event i must subscribe in the app.js. I can open the CTI in the app.activated event but what I want is something like this:app.js$(document).ready(function () {    app.initialized()            .then(function (_client) {                var client = _client;                var eventCallback = function (event) {                    client.interface.trigger('show', {id: 'softphone'});                };                client.events.on("myExternalEvent", eventCallback);            });});Besides I have registered in the server.js a callback url (in OnAppInstallation) and i have created the handler function for the external event (OnExternalEvent) following the same procedure that in the external_events_app but i don't now how to follow in order to open the CTI sidebar.

Hello,I am trying to implement forums in my app but when I tried calling APIs like creating a topic, commenting on a topic using a contact's credentials I get "invalid_login" error.It seems that the current API infra doesn't support API call using a contact's credential and only an agent and admin credentials can be used to call these APIs.If that is the case, then how would a contact create a topic or comment to an existing topic because there are no parameters in the discussions API that takes user_id.Thanks,Pankaj

We are trying to map our domain and are having trouble with this. Please help. 

I need that when the task is created in the Jira this takes or passes the value of the priority of the ticket at the time of creation or that I have the opportunity to select it to create the task, currently only asks me the name of the project, type of task, name who will be assigned and nothing more, I need to ask me the priority too, what should I do to make this happen as I wish.

 Hello,I understand that for the paid plans one can create a Supervisor rule to automatically close tickets under certain conditions. For the Sprout version, is there an app to install or an API one can access to create the same functionality? Many thanks!

Does anyone know how to speak to your account representative.I have sent multiple emails.  I called last week and was told my account representative would contact me in five minutes, but I have not heard from anyone.Also when calling it is difficult to hear anyone at the other end of the lineI would really appreciate your help or advice.ThanksSandpr