Archives - Freshdesk

Hi there! I've been using curl POST and PUT to update certain elements of a ticket once they have been created. This seems to work for all fields like priority, status, etc but I cannot, for the life of me, access the custom_fields. We have a custom field called orderid, and it throws the following error "Request body has invalid json format"this works:'{ "priority":1}'these do not work (i have tried a ton of different combinations):'{ "priority":1, "custom_fields" :{ "orderid":1234} }''{ "custom_fields" : {"orderid":1234} }'what is the problem? I can't find an answer online, but i know for a fact that these are valid json objects and these are the correct name for my custom fields. thank you!

Hi!There are some basic hungarian translations missing on the customer facing portal pages. Especially problematic is the main new ticket window, but I list a few additional string translations that I would appreciate if you could incorporate:Requester: Feladó Subject: Tárgy Description: Leírás Related Articles : Kapcsolódó cikkekPrint: Nyomtatás Print this article: Cikk nyomtatásaThanks!Bence

Our Facebook page integration was disabled recently - now, when trying to integrate again, an error pops up that we are not able to do it at this time due to changes in Facebook security.  Is this an issue with Facebook or Freshdesk?  How do we resolve?

So when I do a ticket search on Freshdesk, I always start on a fresh tab and then right click on a ticket link to work on a new ticket in a new tab. But now, Freshdesk doesn't do that any more. Instead, I find myself clicking on the ticket I want to work on, but having to lose the search I started originally on the tab. Now, I have to duplicate that result so that I have to go back to the tab I used to search just to hit the back button. An extra step that I didn't have to do before.What's going on?Thank you in advance.Sincerely,Moses

Hello,we've created a custom Freshdesk App that performs Freshdesk API call to fetch additional information, that are not available by Data API. In old Freshdesk, those API calls where performed with the session credentials of the user.In Freshdesk Mint, I'm enforced to set the credentials in Request API, since the App is running in a sandboxed IFrame, but besides using the app installation parameters, there is no reasonable way to use the credentials of the user.Since just the administrator can maintain the app installation parameters, I only can provide one API key, which results in lavishing away my API call quota, while the users' API call quota is wasted.I'd propose one of the following as solution:- Let Apps be configurable on user level- Provide Request API calls of Freshdesk API with user credentials on your own- Make API call quotas transferable Thanks, Klaus

All the images that have been pasted in the tickets of my portal have disappeared and they are not loaded. 

I have a registration form that creates a ticket to FreshDesk using the information they supplied in the form. Completing the form on a computer works fine (formatting is correct). However, completing the form on a mobile phone excludes the formatting. I'm using HTML to format it via <b>, <br>, etc. Essentially, I would like any tickets that are created via mobile phone to have the same consistent formatting. Photo below: What the ticket looks like when the form is submitted via mobile phone (incorrect formatting)Photo below: What the ticket looks like when the form is submitted via a computer (correct formatting).

I've set up the JIRA integration - with Jira Cloud - on our Freshdesk account and when we link a ticket to an existing issue in JIRA it works fine (everything gets synced). But when we want to create a new JIRA issue from Freshdesk, it hangs on fetching the issue types.The account has admin permissions and is able to create (and link) issues in the selected project. As per what's described on this page https://support.freshdesk.com/support/solutions/articles/225455-why-can-t-i-link-a-jira-issue-in-freshdesk-create-a-new-issue-via-freshdesk-it-never-finishes-loadinAny ideas on why this is failing?

Hi,I would like to know if sensitive data ( like api key) can be set as an application parameter (entered via the custom app configuration interface) .Where is this information stored ? Is there a risk that this data is accessible via another freshdesk?  

Hello,Hope you had a wonderful weekend. Let's kickstart this week with the second edition of "Trends in Freshdesk support". This forum focusses on highlighting the top questions that we've received in the past week and aim to spill some nuggets on Freshdesk features.If you're a first time visitor, you can read the previous edition here.“Our current url is mycompany.freshdesk.com. I would like to change it to myoffice.freshdesk.com. How can I go about this?” You can change the Freshdesk account url, provided the new url is free to use and hasn’t been taken up already by any of our users. You can write an email to support@freshdesk.com requesting for an url change but here are few things to be aware of:There would be no changes to account settings/tickets. However, with the change of the account url, all previously generated ticket/solution links would become obsolete.The forwarding address for the support emails would vary and need to be updated in the mailboxes for tickets t

hi, i am trying to reply on a ticket through the API and suddenly i am getting error that  {"code":"invalid_user","message":"You are not authorized to perform this action on behalf of this user. id:43004366839, name:Sora"} although this is user is an activated user of freshdesk, please need assistance on that

Hi folks,I've been chasing FD for quite some time regarding this and still do not have a solution. In my FD setup we send customer satisfaction links once a ticket is marked as resolved, as you may know links that are embedded within the email point directly to satisfaction results e.g. /survey/happy survey/ok survey/poor.  The problem with this is that many corporate companies check URLs when an email is sent for security purposes and even peoples personal AV check URLs also.  So when these systems scan the links they will register as a customer satisfaction response on your system.I found this out as we like to contact any customer who leaves poor feedback and follow up with them to see how we can improve and also if we can help them any further.When we called we started getting customers swearing blind that they never left this feedback, initially we thought they may be embarrassed but we then found that it was happening with all customers we contacted that had left negative feedbac

Hello,Welcome to the first edition of "Trends in Freshdesk support". We've handpicked top questions over the past few weeks and listed them here. Hope you'll be able to learn a trick or two reading this post :)“I tried to set myself as part-time(occasional) agent and I’m not able to login. Please help!”                        If you’re the only admin in the account, we advise not to change your profile to “Occasional”. It would immediately log you out of the system and you’ll need a day pass to complete login.                        You can review your day pass usage under the Admin -> Accounts section. Make sure you have at least one to bail you out if you risk changing the profile ;)“I’m not able to change my agent’s name and other profile details/How can the agent profile details can be changed?”                        We recently launched Fresh ID - one identity across the Freshworks suite of products. This is being rolled out gradually to all Freshdesk accounts. With Fresh ID,

I'm currently doing my weekly reporting by exporting a csv out of FreshdeskWhat I need is a stats version of the In depth report that I can configure to reflect ticket categories & subcategoriestop requesterstraining issuesI don't want graphs I just want something that will show numbers.Is that possible?

The feature Use "Reply-to" email address to create requester contacts Is not working. We have it enabled for a long time and never had an issue, and now it is not using the "reply-to" email but just our support email where the emails come through a form.Please help to fix this. 

Hello I try to publish my first Custom App which was successfully tested and packed.I got this message without any additional information : Your custom app could not be published due to a technical issue. Please resubmit the app in the developer portal. We are sorry for the inconvenience. Custom App could not be published Any idea ? Am I suppose to create a ticket ? 

Attempting to upload a list of contacts in CSV and it just sits there saying Importing... %CSV only contains about 50 contacts so is not huge.

Hi, We are having issue with reply from Freshdesk not being sent to some email service providers including hotmail. It came back as "email bounced temp error" or "email not delivered". I was able to send emails directly from Gmail to Hotmail but was not able to send via Freshdesk. Sending replies from Freshdesk to Gmail seems to work fine. Can you please check and let me know what happened? Ming

I've converted a contact to an agent. They activated as an agent (it was me). And now I cannot log in as an agent. I get the following error message: You seem to have already logged in with gmcdowell@myemail.com. By proceeding, gmcdowell@myemail.com will be logged out and you can sign in with different email So, I continue and try to log in as gmcdowell@myemail.com, at which point I get the error message: You are not allowed to access this page!

I use Vbulletin software and am try to figure out how to use the member's email as the Requestor instead of our site email.Most of our tickets are generated via the "Contact Us" page or by using the "Report Post" button.In both cases, the member's username and email are included in the message.Example:username (mailto: email@email.com)messageHow do I setup Freshdesk so that it uses the mailto email address instead of our site address?

When listing all agents, data returned includes, contact, but no Id. Further more, when trying to find such Agent.contact in records returned from /api/v2/contacts, many are not found. It's as if Agents.contact are missing from Contacts, yet clearly the schema of Agent.contact is identical to Contact.1. Is it possible to get the Agent.contact.id ? Or should I just use Agent.id? Are these ids disjoint or overlapping?2. Should I just create records in Contacts for each Agent as needed using Agent.id as the Contact.id ? { "available":true, "occasional":false, "signature":null, "id":1, "ticket_scope":1, "created_at":"2015-08-18T16:18:05Z", "updated_at":"2015-08-18T16:18:05Z", "available_since":null, "contact":{ "active":true, "email":"sample@freshdesk.com", "job_title":null, "language":"en", "last_login_at":"2015-08-21T14:54:46+05:30", "mobile":null,

I'll put this in Feature Requests, as I think FD could use this functionality, but thought I'd also mention how we did it in the existing product.Basically we used the Product Portal function (intended for when you want unique experience/branding on a particular product). In this case I made the "product" = "partners" - in this case sales partners so we only wanted them to see sales content (using Articles). Where we needed forms, we used embed tags in Articles combined with FormSite (surveymonkey, etc would also work) for things like Deal Registration.We point Partner SE's (the propeller-heads) to our Support portal - the neat thing is we get a common login across both, and can share content across both portals as well)Main effort was hacking up the HTML to remove most of the functionality - basically it's just displaying Articles. We may turn Forums on at some point - or even ticketing.(good stuff is behind login so attached a screenshot - not terribly pretty - need to get our market

Is there a way to customize the styling for elements from Liquid Snippets? Things such as the search bar and ticket filters are not customizable with the CSS stylesheet in the portal, so how do I go about doing it? I see some sample themes out there that are able to change the styling for those elements

Hello.I customized a support portal by editing stylesheet and layout.I finished the customization and it is perfect in all devices except for mobile device.They are broken in mobile.How should I change the style of mobile so that mobile looks perfect too.

There is a requirement in REST API which force developers to fill Ticket Fields required for AGENTS when a ticket is being created with API.However in case when you create a ticket on behalf of end user - you can't specify Agent or Group, since End user is not able to choose it.I'm quite sure that a lot of other integrations which create tickets on behalf of End users suffer from this API limitation. There should be possibility to create tickets with API, as an end user, not as an agent, and not meet agent's requirements.Right now we spend a lot of time explaining our customers why their tickets are not being created and asking them to provide default values for such fields. In some cases it is not possible for them to provide such values. P.S. Please advice if I'm missing some workaround which can solve this issue.