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Archives - Freshdesk

All archived articles of Freshdesk

  • 2,440 Posts
  • 6,096 Replies
2440 Posts
R
Apprentice
rob_17124Apprentice
posted in Archives - Freshdesk
Unique CNAME for each portal

I want to use multiple products with their own portal as we run several different brands. I understand I can create a CNAME DNS record pointing to myname.freshdesk.com but is it possible to create a second name? The reason for this is I want to use the same FreshDesk account for multiple products but I can't have DNS records for Product/Brand B portal showing companyA.freshdesk.com as that would cause a lot of issues with customers knowing these two products are run by the same company. Since this companies serve to very technical customers the chance of someone finding that support.companyA.com and support.companyB.com point to the same FreshDesk domain (companyA.freshdesk.com)Thanks! 

1421
aravind.sundararajan
Skilled Expert
6 years ago
T
Apprentice
terje.leirvikApprentice
posted in Archives - Freshdesk
Price plan information from the API

Hi,I'm wondering if it's possible to get information on what price plan a specific agent is running and if it's billed monthly/yearlyThanksTerje Leirvik

251
aravind.sundararajan
Skilled Expert
6 years ago
K
Contributor
kevenContributor
posted in Archives - Freshdesk
Opening Tickets in new tabs

So, to make it more time efficient, I open each ticket I have to do in a new tab to process them. I see that this option is no longer available. If I right-click or middle click or any click on the ticket link, it opens in the main view.Can someone confirm this as an issue or if this is intended?

15125
aravind.sundararajan
Skilled Expert
6 years ago
S
Contributor
selleckjContributor
posted in Archives - Freshdesk
Ctrl Click open ticket from a list should open ticket in new tab and LEAVE THE LIST I AM ON

I don't know why you would change this. Since we first signed up for Freshdesk many years ago - all of the following actions would open a ticket into a new tab, and leave the current list in place.Ctrl+ClickMIddle Mouse ClickRight Click - select open into new tabThey all open the ticket into a new tab - BUT...Then they also navigate the current list to that ticket also.How are we supposed to keep a list of tickets in a queue to work through if you navigate our list way.Of all the breaking changes on this new MINT interface, this is the most _______ painful.

21711
aravind.sundararajan
Skilled Expert
6 years ago
S
Apprentice
simonApprentice
posted in Archives - Freshdesk
Have to change to Classic View to change requestor

Sometimes I receive a ticket from an alternative source and I want to change the requestor details. I can do this through the classic view by clicking on the cog wheel and choosing edit. I can't see a way of doing this on the new view.

1293
aravind.sundararajan
Skilled Expert
6 years ago
J
Apprentice
joeApprentice
posted in Archives - Freshdesk
Where does the forum description show up?

 When you create a new forum, there is a section to fill out the description of the forum, but I couldn't find that description anywhere except when editing the forum. It's not on the home page either or I really need to get my eyes checked. Thanks in advance.

182
aravind.sundararajan
Skilled Expert
6 years ago
K
Apprentice
klausApprentice
posted in Archives - Freshdesk
How can I create a custom URL for my brand specific Support area?

I am struggling with setting up a custom URL for a brand specific support area. All I get to see is "mainaccount.freshdesk.com" but "specialbrand.freshdesk.com" is not generated by the system. I don't want to set a cname record that forwards help.specialbrand.com to "mainaccount.freshdesk.com" but rather would like "help.specialbrand.com" go to "specialbrand.freshdesk.com".I spent a couple of ours under admin/products and could really use some help.

814
aravind.sundararajan
Skilled Expert
6 years ago
M
Apprentice
mariogilbrApprentice
posted in Archives - Freshdesk
Logo Icon - What's the right dimensions?

When I upload my Logo Icon, it is resized. I'd like to know the right dimensions, so the icon can retain the correct proportions.ThanksMario Gil

1222
aravind.sundararajan
Skilled Expert
6 years ago
O
Apprentice
officeApprentice
posted in Archives - Freshdesk
View all clients tickets

Hi,How can I see all the client's ticket history. At the moment if I click on the user at the bottom of the page I see only tickets with open and pending status.Closed and resolved are not shown.We have found workaround : If you fill in manualy the field company and press on the company then all tickets appear. As this is timeconsuming can you please suggest any easy and working idea till you add similar functionality.As I pointed out in my email, the field "company" is not required during the registration process and turned out that we have only 2 registrations with this information from more than 50 accounts. Nikolay

272
aravind.sundararajan
Skilled Expert
6 years ago
Z
Contributor
zain.textpressContributor
posted in Archives - Freshdesk
Fetch coversation without limit

It seems that API to fetch the ticket conversation will return the first 30 conversation, I need all the conversation without setting the page number in the API url, is there any way to get all the conversation

644
aravind.sundararajan
Skilled Expert
6 years ago
B
Apprentice
barrieApprentice
posted in Archives - Freshdesk
Dashboard Stats get from API

How is it not possible to create a API request that gives all the Dashboard stats? Have been doing a lot of messing around to calculate them from the tickets, but it already sits in the dashboard, why can't it be available in the API?Also, can the number per page, (by default 30, max 100) be extended past 100? Is there a reason its limited?

542
B
Apprentice
6 years ago
M
Apprentice
mrApprentice
posted in Archives - Freshdesk
Google Drive Intégration

Hello I'm using the Google Drive Intégration on my freshDesk Account.The app is working well on the agents account, but when I'm log with a customer account the Drive icon is not available.Please can you tel me if this is normal or if I have miss something.Thx

211
aravind.sundararajan
Skilled Expert
6 years ago
O
Apprentice
ohaddApprentice
posted in Archives - Freshdesk
Per-caompany product list

Hi,We're supporting multiple companies and multiple products per-company.A company needs to pay for its registered products in order to get support for it.It might pay for one product while not paying for another.I'd like to have the option to assign products per company, so when filling a new ticket form, the user will have only the product that his company is registerd to in the Product dropdown field.Can this be done?Ohad

60
O
Apprentice
6 years ago
M
Apprentice
milenaApprentice
posted in Archives - Freshdesk
Sorting tickets chronologically with Supervisor or Observer (or in any other way)?

How can you sort tickets chronologically, by the last requester's update, from the oldest to the newest?We tried doing it with Supervisor, but the issue is that a supervisor rule is triggered only once per hour. The idea we had was to use them to help with sorting tickets and responding chronologically - from the oldest to the newest.So, for example, we set up the following rules:1. if a ticket is Open and last requester’s update was less than 5h ago - Low Prio2. if a ticket is Open and last requester’s update was 5 - 10 h ago - Medium Prio3. if a ticket is Open and last requester’s update was 10 - 20 h ago - High Prio4. if a ticket is Open and last requester’s update was over 20h ago - Urgent PrioNow, we also needed to set up a rule to move all of the Urgent, Medium and High tickets back to Low if the next requester’s response is less than 5h old.Since the rule runs only once per hour, we now have tickets with the last requester’s response in the past hour, still marked as Urgent. The

270
M
Apprentice
6 years ago
J
Contributor
jmayhewContributor
posted in Archives - Freshdesk
300 total responses is not enough.

This endpoint is great: https://developers.freshdesk.com/api/#filter_ticketsBut it is severely limited by the fact that we are only about to get 10 pages x 30 results. At times, we have 700 open tickets which renders this perfect endpoint useless.Please allow a 10x increase on returns; let us retrieve 100 pages instead of 10. If this is a performance issue then charge us a higher cost for on API quota; make each page consume 5 quota hits. We don't need this to work every few minutes, we run our reports daily or weekly.Thanks for anything you can do to open this up.

140
J
Contributor
6 years ago
N
Apprentice
nimApprentice
posted in Archives - Freshdesk
Why is the answer removed

One thread is tagged as solved: https://support.freshdesk.com/support/discussions/topics/307569/page/2?url_locale= The answer is removed: https://support.freshdesk.com/support/solutions/articles/218456-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading- But we still have the problem. Is the solution to use Team Huddle https://support.freshdesk.com/support/solutions/articles/227580-understanding-team-huddle

122
S
Community Debut
6 years ago
S
Contributor
sbrophyContributor
posted in Archives - Freshdesk
'Group' field disappeared from agent ticket form

I've been experimenting with the 'Custom Ticket Fields' app, and trying to get some custom fields setup, since we have several departments that will be using Freshdesk.After I setup this app, the 'Group' default field disappeared from the Agent ticket form, and the fields from the Customer form won't update.Further to that, the app itself stopped working entirely. I suspect due to the weirdness with the forms. Even removing the app doesn't fix the default fields being missing.

972
S
Contributor
6 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Archives - Freshdesk
Trending topics in Freshdesk support- Edition 4, July 31

Hello,Welcome to the fourth edition of "Trending topics in Freshdesk Support". We aim to help you understand the nuances of the product better with our quick reads posted in this forum. Hit "Follow" to get these posts delivered right to your inbox.“I want to operate as an email only helpdesk. I don’t want my users to respond to tickets using the portal, at least for now. I remember reading somewhere that the customer response would show up as a note if added from the portal. I recently came across one. Is there a way to shut off the portal completely?”You can modify the portal settings under Admin -> Portals -> Settings section. Make sure you deselect the options as described in the screenshot below. This would make sure that new users cannot sign up for the portal access.Also, go to Admin -> Email notifications -> Requester notifications and turn off the user activation email option. Make sure you remove all portal references like portal url from all automatic notification

150
aravind.sundararajan
Skilled Expert
6 years ago
D
Apprentice
dwalenApprentice
posted in Archives - Freshdesk
Custom ticket staus

How can I remove an existing custom ticket status. I select the red icon preceding the status I want to delete, it appears it has been removed, I select done, leave screen & come back, the status reappears. I currently have an Administrator role.Thanks in advance!

201
aravind.sundararajan
Skilled Expert
6 years ago
D
Apprentice
d.de.wit_17447Apprentice
posted in Archives - Freshdesk
Mint: unable to position caret by clicking

In the new Mint UI I can not position the caret in the response field by mouse clicks. Our reply template uses a table, that might be part of the problem. On click, the caret is always moved to the end of the current table cell.

102
aravind.sundararajan
Skilled Expert
6 years ago
A
Apprentice
antonio_17504Apprentice
posted in Archives - Freshdesk
Can't edit profile, modal dialog stuck and bug in browser console

The app is stuck with this modal dialog, and I have this error in the browser console:Cannot able to remove site announcement TypeError: Cannot read property 'remove' of null    at iframeOnLoad (freshdesk-efef4c8a2af6d9ea488d9052135eb4d4.js:90)    at HTMLIFrameElement.r (vendor-e5423bf6f1531b6cbf033f4cac45079a.js:73)    at HTMLIFrameElement.c (new-relic-b58bca4ac106f52ca0859f45fcd9e8c3.js:1)Can you help?

161
aravind.sundararajan
Skilled Expert
6 years ago
W
Apprentice
wmaniek123Apprentice
posted in Archives - Freshdesk
Email notifications configuration

Hello All.I'm not able to change notification settings in freshdesk. Getting internal error occured.

161
aravind.sundararajan
Skilled Expert
6 years ago
J
Apprentice
joe.aeberhardApprentice
posted in Archives - Freshdesk
Search Solutions Through Api v2

There are no api methods in v2 of the Api to allow us to search solutions, which is a shame as you can search tickets, contacts etcWe would like to specify a category, folder and search term and sort option through an api call that would search the title and description of articles and return an array of json articles. Even better would be the option to specify a contactid/email for whom the articles should be filtered.I know you can call https://domain.freshdesk.com/support/search/solutions.json to do something similar, but this requires the user to be signed on and also is undocumented and doesn't seem to be officially supported. I'm not sure why this feature would not be included within the api, which would seem to be a natural home for this.Thanks.

370
J
Apprentice
6 years ago
B
Apprentice
b.fuernkranzApprentice
posted in Archives - Freshdesk
request.get in V1

 I have to show some additional company information on the ticket page and can´t get the API request right to access the data. Got the V2 version running after some tests, but it seems my authorization setup is some wrong in V1.        var options = {};        var headers = { "Authorization": "Basic <%= MYAPIKEY:X' %>"};        var options = { headers: headers };        var url = "https://XXXXXXXXXX.freshdesk.com/api/v2/companies/" + ownerID;        console.log(url);        this.$request.get(url, options)            .done(function (dataComp) {                console.log(data);            })            .fail(function (error) {                console.log("****ERROR: " + error.status + error.response);            });thanks in advance

110
B
Apprentice
6 years ago
J
Contributor
jennifer.neherContributor
posted in Archives - Freshdesk
SF Plus app deletes records in FD

I have been trying to figure out for months how records keep getting deleted in FreshDesk. After running some tests, I have discovered that if you merge records in SalesForce, it will then delete the record in Freshdesk, and not necessarily the correct record. I merged 2 records in SF with different email addresses. Only one of the email addresses was retained. After it synced to FD, the record with the correct email address was deleted and the incorrect email address record was retained. Has anyone else experienced this? How did you handle it? I find this totally unacceptable as I have been assured by FD multiple times that their integration will only update records and never delete them.

214
J
Contributor
6 years ago

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