Archives - Freshdesk

I have upgraded to magneto 2.2 and when i try to install the freshdesk modual for magento 2, i immediately get an exception when i visit the admin side of the site.The current module is quite old (Dec 2016) Will there be an updated version to handle magento 2.2?

When i select text and hit ctrl + k I get the insert hyper link window up but adding anything to this will just add the text at the bottom of the ticket and not where I want it. This has changed in the last week or so and it is really anoying since it is almost muscle memory to use ctrl +k. It works fine if you do the manual route of clicking the formatting options but I would like to have my Ctrl + K back

Getting this response using Azure for SSO.Cant get it working with either settings or new certificates.

Freshdesk, When export the tickets, it would be nice to see all the agent-customer interactions. At the moment there is only the subject and description. We are trying to analyze the ticket for resolutions and unable to find the solution that was offered to customer in email. Can you please help?

As per topic title - the Mint UI is not showing the "Unassigned" ticket number on the dashboard for regular agents.This is used as our 'awaiting pickup' ticket queue, so is important to us -- our helpdesk staff have now moved back onto the old UI as it's easier for them.Is there an easy way to get it back ?

We are using SendGrid and freshdesk and it seems they both are causing conflicts in the CNAME configs, I can't add both. Please assist

This problem was posted six years ago. Support shows the bug as fixed, but I still see it today.I have a ticket which is created by an external system emailing Freshdesk. The subject appears but the body is always blank (Its not an error on the email).The ticket contents display in edit mode, but are hidden elsewhere.For several months I was able to copy the text in edit mode, delete the body text, and paste it back with no formatting to make it display. That workaround no longer works. Even if I paste the text into another interface and remove all formatting I can't get it to display in Freshdesk.

I'm trying to set the CC of the editor in Freshdesk when the user clicks the reply button. I'm using with App Development Platform v2. It works the first time, but when I discard the draft, and click Reply again, the editor does not load, and the following error is displayed:Here is a small repro:function insertCC(client) { client.interface.trigger("setValue", {id: "cc", value: ["Test CC <testcc@mycompany.net>"]}); } $(document).ready( function() { app.initialized() .then(function(_client) { console.log("appInit"); var client = _client; client.events.on("ticket.replyClick", function() { insertCC(client) }); }); });Exact steps:1. Load a ticke

Seriously, today we are busier than ever and now my agents find Freshdesk usage has changed and not for the better.As we use the system to log calls we initially do a search using the search box at the top right to search for a list of current customers/contacts.We select the appropriate contact.We check for any existing tickets and then click the + symbol to the right of the contact name to quickly create a a new ticket for them.Now some bright spark has replaced the + symbol with a "New Ticket" which then takes you out of the contact and we have to search again for the customer a second time.It might not sound like much but when you you are an extremely busy engineering department it is wasted time.Please consider how removal of features will adversely affect your customers in future, if the change is necessary how about you wait until after the busiest suppor

Hi for all....I am having problems using the search in v2 ... mainly in custom fields ... for example, I used the ticked_fields api to get the list of fields ... ok ... now the name of my field that I want to filter is os_apigts ... then the curl command would look like:curl -v -u moser@softdata.com.br:pass -H "Content-Type: application/json" -X GET 'https://softdatabr.freshdesk.com/api/v2/search/tickets?query="os_apigts:10586"'But it does not work ... what am I doing wrong?

Hello,In one specific ticket, unable to send reply and the message is "Your previous response is still being sent. Try again in a few seconds."I try to discard reply and create again, even after logout/login and restart of browser : same message.

Our team just recently used Freshdesk (since Oct 2018, now its Dec as of writing) and is still having some learning curves. We are fairly new to using this kind of tool as well, so apologies if the topic may seem basic.We are only use one account since we're still 2 in the team. We made a mistake in logging the time of our tickets. We missed the part of changing the agent when you add Log Time. So, when we extracted our Timesheet Summary Report, it only appeared that only one of us had tickets, when in fact we assigned the tickets accordingly to the either of the 2 of us.Is there a way to bulk update the agent tagged in the Time Log? I tried to go to the Ticket Dashboard, filter the Agent to that my teammate's, but I can't bulk update the detail (agent) in the Time Logged.I hope I'm making sense. If there's any work around for this, that would be lovely. Thank you, everyone!

Can I import my membership system into Freshdesk's contacts?Then if my client wants to log in to the customer platform to ask questions, then is he going to log in to my company's membership system, or is it a freshdesk platform?

I am trying to get our Help Desk Data out using the API. Every time I get the data, I get the most recent data. So even if I use updated_since if March 2017, the first 100 responses are the same as if I put in Sept. 2018. Can I put a range, so after my first call, I can start to gather tickets at the last date I received in the prev call. I want to pick up where my last call left.If the first page is always most recent, then I am always querying the same dataThanks

Hello, they just blocked my FreshDesk account for no apparent reason.http://megadede.freshdesk.comDoes anyone know how to make it work for my account?

Is there a way to access a custom field for a company within an app on the ticket page? We're in the process of updating our app from the old experience to Mint. A get request for client.data.get("company") is returning quite a bit of data, but not any custom fields associated with the company. Here's a screenshot of the custom field we've configured. The custom field is 'Custom Client ID'.

Is there a way to access a custom field for a company within an app on the ticket page? We're in the process of updating our app from the old experience to Mint. A get request for client.data.get("company") is returning quite a bit of data, but not any custom fields associated with the company. Here's a screenshot of the custom field we've configured. The custom field is 'Custom Client ID'.

iFrame that custom app lives inside of is sandboxed. When trying to open a pdf link inside of the custom app, the pdf tries to open in a new tab but does not display anything, due to Chrome's pdf plugin not being allowed due to sandbox attributes of FreshDesk custom app's iframe.Is it possible to get reference to the iframe from within the custom app and set allow-popups-to-escape-sandbox attribute? If not is there another work-around that will allow opening a pdf link from a custom app?

 Hello. What's wrong with the new design?what is wrong with the new design "Mint"? Why are the pictures of Facebook-user-contacts never displayed there?If I switch back to the old design, it still works without any problems. Only in the new "Mint" design no longer. Why? I hope it can help me.I hope someone can answer the question.

Mint is currently in Beta at best. We experience severall problems, where e.g. Solutions URLS are cut off or Due Dates cannot be changed after they are overdue. All this works fine in the old version.You cannot just force a new UI on your customers with a countdown while letting them beta test it. 

The ticket preview says that  Customer responded 4 days ago  but the ticket itself was updated several times since then. The last entry is 14 hours ago. Is there a way to refresh the preview, so it displays correctly?

The focus of this article is on how to properly organize the use of email in your organization in order to improve the quality of the support you provide.If your organization relies heavily on email for receiving and answering support requests, you should find it interesting.Let's start.Considering all the email addresses an organization uses, we see that most belong to one of just three main categories. Using a fictional organization, called 'Some Organization', as an example, these categories are:1) Single-Person Email Addresses: Email addresses of individuals - personal email addresses.For example, Mr. John Doe has the john.doe@someorganization.tld personal email address.2) Multi-Person Email Addresses: Email addresses of groups of individuals.Mr. John Doe, above, works for the Service Activation Team, which has the service.activation@someorganization.tld Multi-Person Email Address an

Hey Guys,Something is wrong with the Email Notifications setting! When I try to change something (like disabling a specific notification) it won't be saved. It goes to default after refresh.

I want to use support@ourcompany.com for email going out from FreshDeskI am not able to receive the activation email. From which email or IP is it coming from so I can can search our mail server logs ? tks !JF

I can't find in the price/Features list an answer to this : If I create " companies to group contact from that same COmpany " is it a features that is in the free version ?Fore some features, it is clear they are not included but for other, I can't be sure.Tks