Archives - Freshdesk

If we elect to implement the use of SSO, are we still able to create accounts for Customer Portal Users who may not have credentials to use with out SSO end-point?

Hi,I tried pasting a document I created using Word and it gave the Articles HTML editor fits.  I am not surprised because Word carries with it all manner of non-standard HTML tags.  I had the same issue with another Service Desk solution.My question to this august body is regarding your preference for authoring content that may be lengthy, complex or maybe highly formatted:Do you bite the bullet and simply author the content using the Article's HTML editor,Do you rely on a generic WYSIWYG HTML editor such as Komposer and then past the content into FreshDesk, orDo you take another approach altogether?Thanks in advance for your feedback.

Hi, an old topic for sure and i searched the forums for it but was not able to find anything that would solve the issue.My issue is that I often want to create tickets to external 3rd parties from tickets created in our own system.When the 3rd parties ticketing systems reply to our ticketing system, they have their own ID number. In addition the source mail address can vary, even for the same 3rd party. So new tickets get created for every communication with the 3rd party.Is it really not possible to set more identifying properties for a ticket? Sometimes i can get tens of new tickets that are related to the same ticket and it would be solved by editing the ticket in advance (or after the first manual merge) and adding a second ticket ID (the Ticket ID i refer to is as per #1 from the support article below)https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-Auto-merge also seems to have been discuss

 Is it possible to create a custom report or view "Today's Trends" seen on the dashboard for a set time range other than today and yesterday?

Does anyone have ticket for New Year's Eve party at Talking Stick Resort?

Hi! I've created some KB articles in Russian language. But on client portal autocomplete and text search doesn't work:( There are no any found results.Why?Thanks!

In the older version of FD, we were able to see all the live agents available on the chat and view archived chats.How do we get this dashboard on MINT? Doesn't seem to be a custom dashboard. This is trivial for us. Was anyone else able to figure it out? 

Only the body of a 'solution' is indexed, not the title. Making it very difficult to use.

Why is the agent name being truncated in the Ticket view? There is tons of free space to the left and to the right. There is ONE letter being truncated, that is infact shorter in length than the ... being used to mask it.Can I change a setting to get rid of this truncation? Ive tried removing columns but it just results in more whitespace. This really annoys me for some reason.

 Entering ticket types, I use an ampersand character which displays fine while editing the list. However, when the user is creating a new ticket and they expand the list, the & character is displayed in it's encoded form: &

I am building an app, which will get security token from customer (user on freshdesk) and our backend services will be using the token for accessing data.Now, does freshdesk provide some kind of oAuth mechanism by which customer doesnt need to manually provide my API key, but will be provided my by app flow. 

I am attempting to execute the following code, but every time I get the error message that the credentials are unrecognised.  The APIKey I am using the the APIKey associated with the administrator account.  I have also tried with the email address and password with the same effect.  client.request.get( "https://"+<<domain>>+"/api/v2/agents", { headers: { "Content-Type": "applicationi/json", "Authorisation" :"Basic "+ btoa(`<<APIKey>>:X`) }} ).then( function(data){ Agents=data; } );  Basically, I am after the list of agents and groups, which I have noticed is always loaded whenever a page is loaded, even for non-admin users.i.e. https://<domain>>/api/_/bootstrap/agentGroups.As this is available (via browser development tools), I'm not sure why there is no equivalent API available to Apps?  

Non-Billable by default in Mint & Auto Start Timer... These two apps ignore one another... So, we want all tickets to be non-billable by default but we also want to start timers, to track how much time we spend on a ticket. We set both apps up, however, Auto Start Timer automatically makes everything it logs BILLABLE. It's very annoying.Please fix. Ideally, it would be nice to have these apps built into the product and have as options that we can select.

Setting up email. When setting up the forwarding email address in Gmail, it sends a confirmation code to capstonephotocomhelp@capstonephoto.freshdesk.com, which is supposed to arrive in FreshDesk as a ticket. That ticket never arrives.Separately I sent an email to capstonephotocomhelp@capstonephoto.freshdesk.com which DID turn into a ticket. Please help. I can't move forward until that email from Gmail shows up in FreshSales as a ticket.

The scenario I'm trying to fix is as follows;A user logs a ticket and one of my Helpdesk staff picks it up. They start to deal with the issue and they add a private note to the ticket. But they don't reply to the ticket to let the user know that they've started dealing with it.Obviously the most important thing is to let the user know that we've started to assist.The suplementary issue is that the ticket remains marked as "New".What I'd like to happen is that when an Agent adds a note to a "New" ticket and then the ticket remains "New" for, perhaps, 30 minutes, then the Agent and the Helpdesk Supervisor get notified that there is a problem.Could this be done with a Dispatchr or Supervisor rule? 

When merging tickets, the customer's other tickets would automatically appear. With Mint I have to search for the tickets myself using customer info. Why is this harder to do now?

This has happened to me so many times and it's incredibly frustrating. I log into the agent portal, try to respond to a user's ticket by adding a note. When I hit submit, I'm kicked out of the agent portal back to the login screen. I've lost everything I've typed (and no amount of going back will allow me to find the text). I'm using the latest Google Chrome on Ubuntu 18.04. I also use AdBlock and Ghostery. Have other users with these plugins experienced similar issues? Thanks,Nick

I use Mint almost exclusively.  We have one location, however, that I cannot "Reply" to - when I try to reply I get the "Cannot Send: Oops! Something went wrong..." message.  If I switch back to the Classic view I can see the message I typed and can then Reply without error.  As a point of interest, for a period of time I left the support team to work at that specific location and was opening tickets there as a customer.  I have since returned to support -- not sure if that is in any way related to the issue but we are grasping at straws here.  Any suggestions for what we can try would be appreciated.  Thanks.

We ar developing a fresh desk app we are getting the ticket information by using "onTicketPropertiesUpdated" event and calling a .net webAPI which is hosted in our (SSL+domain) server and recieving the data there and processing it but we were not able to call the web API while testing it locally. i am attaching the file app.js you can check the function called "ticketPropertiesUpdated : function() {}" where we used two types of ajax calls  1. $request.post call 2. jQuery.ajax call Both are not working for the 1st option we are getting following error frameworks-b0c418c….js:27 Mixed Content: The page at 'https://koutilya999.freshdesk.com/helpdesk/tickets/7' was loaded over HTTPS, but requested an insecure XMLHttpRequest endpoint 'http://localhost:10001/dprouter'. This request has been blocked; the content must be served over HTTPS. for the 2nd option we are getting following error Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' h

 The merge feature is quite useful under classic.  Once pressed, it will search all tickets for matching email address and display them.  I have the option to merge the ones I wanted.  Tried under MInt several times, each time, only the ticket I am currently viewing is displayed.  Yet as I progress through the backlog, I encountered several emails/tickets from the same individual.  It is broken or I am doing something wrong.  Any advice is greatly appreciated.

When inserting a canned response into the message box, the html coding is showing up. It is not showing in the stored response but only when inserted into a message. I then have to delete it before sending. It is a pain. Any way to stop this?  I have tried deleting and recreating the response. No help. Help.Here is what happens:It appears that you are running a STaC this week and not using our hands so we have excluded this game from TCG.<span style="font-size: 14px;"><br></span><span style="font-size: 14px;"><br></span><span style="font-size: 14px;">When you are submitting NON-TCG games, such as STaC, please remember to exclude the game by unchecking the box in TCGMerge that says "This session is participating in The Common Game." (screenshot below)(Note: For TCGM2.0 users, the position of the box is the same).</span>

"Restore a ticket" tab topic has a "GET" icon next to it, but the command is a "PUT"Thanks

FreshDesk App Version: 4.9.3iOS Version: 12.1The app crashes when I attempt to view the notifications list. I've tried restarting the phone, logging out of the app, as well as reinstalling with the same results. This started after I updated to iOS version 12. Screenshot of what I'm tapping before the app crashes.Any app updates on the horizon?

Review response error shows when attempting to Send and set as Closed.  The newest response has been loaded on the view. Have to force a hard refresh of the browser to be able to reply to the ticket. 

I need to import a huge list of companies in FreshService. It is possible to import via a API in JSONI use what is provided bij FreshService:{    "itil_department":{        "name":"SuperNova",        "description":"Spaceship Manufacturing Company",        "department_users_attributes":{            "head_id":"34"        }    } }It is possible to put one company at the time, but I would like to put many of them in at once. If I try to do that, is fails. Somebody an idea how to solve this?Kind regards