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Using Freshdesk
Archives - Freshdesk

Archives - Freshdesk

All archived articles of Freshdesk

2,440 Posts
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2440 Posts

adityasharma22julyApprentice

posted in Archives - Freshdesk

Issue in Mint View

Hi Team, Good day.I found an issue in Region Field. If & use in region field then in Mint View it is appearing with reference code "&amp;"Kind RegardsAditya

steven.rogersApprentice

posted in Archives - Freshdesk

Ordering "Filter Tickets" results from REST API

Is there a way to sort/order search query results when using "Filter Tickets"? https://developers.freshdesk.com/api/#filter_tickets/api/v2/search/tickets?query=[query] Adding "&order_by=updated_at" produces error: "field": "order_by", "message": "Unexpected/invalid field in request", "code": "invalid_field" Thanks in advance.

mtf2004Apprentice

posted in Archives - Freshdesk

KM articals export

How can I export KM articals?

bradleyl01Apprentice

posted in Archives - Freshdesk

iPhone iOS - Problem replying to tickets on iOS

Having an issue posting replies through the Freshdesk App, everytime we try to post a reply then we get an error message. I'm not sure if it has any troubleshooting logs anywhere either, but latest versions of both Freshdesk App and iOS.

t.klesseApprentice

posted in Archives - Freshdesk

invalid_json error using API when the json is indeed valid according to json validator

For more than a year now I was able to POST with body of:{"body":"There is a sales order in the system, matching your invoice request (invoice number 112316 ). However, the order has not been fulfilled and the invoice has not been generated yet."}It now gives an invalid_json error even though the json is valid according to json validator. I now have to POST this body without the number in it:{"body":"There is a sales order in the system matching your invoice request however it has not been fulfilled or invoiced yet."}

ccardimonApprentice

posted in Archives - Freshdesk

Problem with nested windows

I am having a problem with nested windows. See image below. Please advise. Email: ccardimon@m-s-g.com

brandon_14122Apprentice

posted in Archives - Freshdesk

Embedded Widget does not load on webpage.

When I try to put the widget on our website it never loads, in chrome will show an x in the area the widget is supposed to be displayed, and in Edge, it says "Content was blocked because it was not signed by a valid security certificate."But this happens when trying to use it with and without https enabled on the widget.

douglasemallettApprentice

posted in Archives - Freshdesk

Complete Fail In Coding, Design

absolutely full of ux/ui bugs, sloppy code, poor design, blatant errors.i know software - i use 3dsmax, rhino3d, solidworks, cimema4d, illustrator, aftereffects, photoshop, indesign etc. i have used these products for many years. *never* have i encountered such a poorly designed and executed product. *never* have i encountered such apathetic support staff. now i am a freshsales anti-evangelist. i will tell everyone i know who is interested in a crm to use copper, or some other viable contender.the product is broken.the support is broken.i am thankful i only lost two days to this fantastical mess of coding and design errors.i predict dissolution of this product/company within 18 months.take it easy!

helpdesk_17561Apprentice

posted in Archives - Freshdesk

Invalid Signature on SAML Response

Hello, I've setup SSO with G Suite and am having the following issue. Whenever I attempt to sign in, I see the google auth page as I should, and then I am redirected to the old freshdesk login portal at /login/normal, where I see this error:Login was unsuccessful! - Validation Failed : Invalid Signature on SAML ResponseIf I click "Google" on this page I can log in as per normal, however this is too impractical for our users to make use of. Can anyone hazard a guess as to why this is doing this?Cheers.

marymApprentice

posted in Archives - Freshdesk

Split ticket copies the message, doesn't really "split"

Recently, when splitting a ticket, I have noticed that the message is still in the old ticket as well as copied to the new ticket. Can we return to the old behavior, (i.e., you SPLIT, and do not leave the question in the old ticket)?Also, it would really be useful if we could split a ticket at ANY point and NOT just at the most recent message. This is necessary for customers who hit you with a barrage of "and also..." messages that are irrelevant to the subject of the original ticket.

aravind.sundararajanSkilled Expert

posted in Archives - Freshdesk

A tip to "Excel" the Timesheet reports!

Hello,If you're someone who uses 'MS Excel' and the 'Timesheet summary' report in Freshdesk to bill your agents, here's a useful tip for you.The Timesheet report data lists all the time entries recorded in HH: MM format. This is helpful when you'd like to quickly glance through but it's tricky when it comes to invoice creation or calculating the cost of your support center.Here's an easy way to handle this in your Macros and facilitate the invoice management tool to bill your clients/agents:You can add the following formula to your Macros to convert the time entries to decimal. This will enable you to easily sum up the total time spent on support tickets and also send the value to an external tool for billing purposes.HOUR(A2) * 60 + MINUTE(A2) + SECOND(A2) / 60, where A2 is the cell valueCheers!

thijsApprentice

posted in Archives - Freshdesk

Cannot search contacs

Dear Sir/Madam,Since this morning i'm not able to find my contacts when using the search function. This used to work. Is this a bug? (see attachment) Thanks in advance Thijs

onlinebiblesupportContributor

posted in Archives - Freshdesk

How to close frame within frame

When using Mint I sometimes get the normal windows within the normal window. I think this happens mostly when editing properties of KB articles. Does anyone know how to close the second window to return to the normal screen.

paul.bickerApprentice

posted in Archives - Freshdesk

Agent emails not being delivered

Certain agents emails are not being delivered. E.g. when a ticket is assigned or private note added.Other agents appear to be working.I have tested this email account with internal and external emails which work.

daniel.sanchezApprentice

posted in Archives - Freshdesk

change site primary language

hello, i start to build the users portal of my freshdesk ticketing system... the company is from spain but the site have the english selected and i can´t to define by default the spanish.... i think is because spanish is the second language. is possible to change?? i have created some articles and i dont wan´t to lose info.

alexbadea.nicolaeApprentice

posted in Archives - Freshdesk

Get All tickets using VB.net or C#

Can someone help me with getting tickets from fd using code bellow? The connection is working but i don't have idea how to handle it further. Dim Authorization As String = Convert.ToBase64String(System.Text.Encoding.Default.GetBytes("XXXXX......")) Dim wHeader As WebHeaderCollection = New WebHeaderCollection() wHeader.Clear() wHeader.Add("Authorization", "Basic " + Authorization) Dim wRequest As HttpWebRequest = CType(System.Net.HttpWebRequest.Create("https://xxxxx.freshdesk.com/api/v2/tickets"), HttpWebRequest) wRequest.Headers = wHeader wRequest.ContentType = "application/json; charset=utf-8" wRequest.Method = "GET"Thanks

onlinebiblesupportContributor

posted in Archives - Freshdesk

Merging tickets - how do others use it?

One of the few things I just cannot get right in FreshDesk is merging tickets. For us the most common cause is a customer replying to a ticket but using a different email address. This causes a duplicate ticket.When this happens we have two options:Use the original ticket as primary. In this case the customer cannot see his/her own reply. Not really customer friendly...(Yes, we could set the note as public, but then the customer receives an email with their own reply. So not usable.) Set the new reply as primary. In this case the mail trail is a complete mess, so not really an option, as even the agent has difficulties to read the trail in the correct sequence. I don't have the impression this was designed with a view to what customers see. We need the replies from the secondary ticket to be added to the primary ticket as a reply and not as a note.Could others please explain how they use the merge function, and if they are happy with the way it currently works? Are we the only ones to

eli.poulosContributor

posted in Archives - Freshdesk

Access ticket text editor in a freshdesk app.

Hi all, I am trying to make an app that automatically appends UTM parameters to help center links we send out in our tickets. I can't find any way to access this part of the page in the docs, and typical getelement methods won't work because freshdesk apps don't seem to work on the DOM directly. Any ideas or workarounds?

kimberlyApprentice

posted in Archives - Freshdesk

Getting message: something went wrong while loading time logs

I have been getting this message every time I change the status of a ticket. Does anyone know what this means or how to fix it.? I am new to Freshdesk and am still figuring my way around.

haris.aApprentice

posted in Archives - Freshdesk

Ticket Property : type not working

Hi i am currently having an issue where when I select the RQ issue Type on the property tab it pops up a error message stating invalid value can you please help on this

ryan_18126Apprentice

posted in Archives - Freshdesk

How to include ticket details in agent new ticket notification

As per the title, I would like to read/reply to the ticket without having to log in to the web portal. Currently the agent new ticket notification offers no ticket details, only the URL to the portal.Thanks.

colin_12994Contributor

posted in Archives - Freshdesk

Two email addresses

I have two support email addresses. When replying the default email address is always the one that gets used to reply. Can we not set it up so that we reply by default from the same email address that received the request?

r.lahaiseApprentice

posted in Archives - Freshdesk

API - list tickets using filter without spam or deleted

I need some help working with the API. I want to show the total amount of tickets that are not assigned to either an agent or group and have the open status.So I got it working already but it also shows all the tickets that are either marked as spam or deleted. I am using the following query in a PHP script:"https://$yourdomain.freshdesk.com/api/v2/search/tickets?query=\"group_id:null%20AND%20agent_id:null%20AND%20status:2\""What would I need to add to NOT show tickets marked as spam or that are deleted?Any help is appreciated!

tonijacksonContributor

posted in Archives - Freshdesk

anyone else having issues accessing/updating tickets ?

have urgent call into freshdesk - but not reply over 30 mins now!

garryApprentice

posted in Archives - Freshdesk

Whenever customer sends mail for the ticket creation,Freshdesk creating the 2 ticket for the one problem

We have tried to solve this and are getting nowhere - everytime a customer opens a new ticket 2 tickets are createdWe have opened a support ticket but are being referred back to our developers and the API but they do not have the answer either - how can we solve this issue?

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