Archives - Freshdesk

Switched to Mint and I'm seeing a warning exclamation against most of my contacts when in ticket viewThe client definitely is a member and is the primary contact and it doesn't happen in the old classic view

Hi there,I started import of contacts from a CSV file 3 days ago, but it does not complete... The import button is still greyed out.What to do?Br.Christian

Hi,I was looking to add a new support email and after doing so I was not able to view the tickets list in my browser. I'm using Chrome at the moment. I've since deleted this subsequent support email and have left the default one that I have. But I am still not able to access the tickets view in Chrome. I can see the tickets view if I use Safari. I Chrome when I select the tickets option I get a white screen.

Hi, In our forum page, the button at the top is by default titled "start a new topic here" and the search  box below the menu bar has "search articles and community discussions" as placeholder. How can change these texts?Best  

 Hi there,Is there a way my customers can view the portal with their current when not logged in?Thanks Mat

I notice that when a user enters an email address that meets certain criteria (i.e., seemingly doesn't have a human name before the @ sign), the form dynamically exposes a Name field. See attached. I'd like to configure the popup widget to automatically expose that field when it first loads, so that I can populate it automatically (via the query string), something like this? { "queryString": "&widgetType=popup&searchArea=no&responsive=no&helpdesk_ticket[requester]=ted@gmail.com&helpdesk_ticket[name]=Ted%20Smith" } Is this possible?

Hi there,I have been trying to create a ticket that will have custom fields and file attachments with C#. I used the example provided from below link:https://github.com/freshdesk/fresh-samples/blob/master/C-Sharp/CreateTicketWithAttachment.csHowever, the example doesn't show me how to convert customs fields to a correct format. so I have been getting the follow data mismatch error:{"description":"Validation failed","errors":[{"field":"custom_fields","message":"Value set is of type String.It should be a/an key/value pair","code":"datatype_mismatch"}]}Please see below code implementation and would be much appreciated if someone can let me know what I have done wrong: using (var rs = request.GetRequestStream())  {writeBoundaryBytes(r

We're using API v1 to find any new tickets matching a custom view (aka filter) which works well. API v2 looks like a great evolution, but it only allows filtering according to four pre-defined filters, with the error response (NB, errors much improved since v1!):   Should be a value in the list 'new_and_my_open,watching,spam,deleted'Are you planning to open this up to allow either filtering by a custom view or more dynamic filtering in the parameters passed to the API?

 Hi,We have a need to integrate the support platform into our customer platform, and we want to show the active tickets for the customer.  We can currently filter the tickets based on an email address, however most of our customers have multiple users, so isn't possible.We would like to be able to filter on the Customer Name, which would get around this.Also the Ticket Summary (which we use to get count of tickets), doesn't take into account the email address filter, so would like that fixed too.Thanks,

 Hi All,I am using the freshdesk widget and would like to know whether the submit button in the widget can be customized. The color of the button does not go well with the theme of my site.

Tickets can have a Type field and it would be great if there is a way to grab a list of all those Types in the Liquid template system. I would like to display those as categories on a page.Thanks!

Hi,I need to get the new ticket data when using the next/previous button. I see that there is an event "ticket.propertiesLoaded" but this is only working with "ticket_background" location.So basically I need to execute this code, whenever a ticket is loaded:client.data.get("ticket").then(function(data) { //get new ticket data }); The previous/next events are not working for me, because these are triggered before new ticket data is loaded.

Requirement : How to make use Custom Views in the API ? Example:To view tickets in Unassigned queue, assigned to myself and colleague AndrewTickets in Open,pending status Steps to follow : Go to Tickets Tab -->> Select the filters -->> AGENTS - Me,Andrew,Unassigned; STATUS - Open,Pending.                                                                                  Save this view --> My View                                                                 Each Custom View saved has a View ID.

The uttermost purpose of a help desk like Freshdesk is to ease the reactive correspondence with a customer, that is awaiting for customers to send in support tickets. Sometimes I need to contact a certain customer proactively, and I feel like I'm not quite sure the best way to do so using Freshdesk. By creating a new ticket in the requestors name, an email will be sent which states that he/she created a new ticket and will likely confuse the customer (or in my case, they won't retrieve anything at all since I have turned off the new ticket email notification for customers). What I think I'm looking for is a way for me, the agent, to be the requestor, and the customer to be in some sort of agent role. Any ideas?

We would like to add the Freshdesk Feedback Widget to our intranet which is built in Sharepoint.If possible we would like have the User Email Address field populate with the Sharepoint user email address.  Is this possible?  Has anyone had luck with this?Thanks!

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?

 While porting our freshplugs to the v2 of the API, we noticed some missing functionality:1) Querying Contacts ( /api/v2/contacts  ) for an agent ID no longer works. Now one has to query Agents ( /api/v2/agents/ ) for that. The problem is that I may have a user ID and not know if it is a Contact or an Agent. Then, I query it as a Contact, get a 404 and go on to query it as an Agent. Adds complication and increases the number of queries.2) Querying Tickets ( /api/v2/tickets  ) no longer returns responder_name or status_name. You can get the responder name with a query on Agents ( /api/v2/agents/ ) against the responder_id you get but it adds complication and increases the number of queries. No idea how to get status name.Please, add this functionality back again. It will simplify coding and reduce the number of queries.

Hi- I would like to know if it is possible to have the end user submit a ticket just to by emailing to help desk without having to create an account? I would like to test this in my environment before I grant the end user access to their own portal.  Please let me know if this is possible.

The ticket form available for customers does not have all of the required fields i.e. is not the same as the agents form, only 'requestor' , 'subject' and 'description' fields available, which is not sufficient:I need to have all of the fields available:i.e. type, status, priority, assign to

I have created my first serverless app by following the steps in freshdesk document, while trying to validate using command 'fdk validate' facing the below errorValidation failed due to the following issue(s):server/server.js::2: Parsing error: The keyword 'const' is reservedMy server.js code:'use strict';const unirest = require('unirest');exports = {  events: [    { event: 'onTicketCreate', callback: 'onTicketCreateHandler' }  ],  // args is a JSON block containing the payload information.  // args['iparam'] will contain the installation parameter values.  onTicketCreateHandler: function(args) {    console.log('Hello ' + args['data']['requester']['name']);  }};

 I have a supervisor rule that is intended to trigger on 3 conditions1) The ticket has a status of "Test Status"2) It is >1 hour since the agent responded3) The "follow up email" field does not have a value of "Yes"The "follow up field" is a Yes/No dropdown, and defaults with neither value selectedI have tested the rule, incrementally adding the 3 conditions, and the rule fires fine until I add in the third rule.Does the supervisor rule not handle null or indeterminate values in fields?I am unable to set a default valueof "No" on this field, so have set up another rule with the aim of setting the field to "No" where it has a value of "None", hoping that by explicitly defining a "None" value that it will handle it ok.Would this be better achieved with a tickbox, and does a tickbox default to a value of unchecked/selected?

Anyone know if it is possible to grab the text from the editor that an agent has typed before they submit the reply?I have a custom app located in the "ticket_conversation_editor", and I can insert text into an agent's reply using this syntax:client.interface.trigger("setValue", {id: "editor", text: "value", position: "end"});However, I want to be able to pull the text or HTML content that the agent has typed so far in order to allow them to push it to an external endpoint. This would eliminate the need to tell the agent they need to copy their response to their clipboard before opening the custom app to then paste it into the provided textarea.

Dear all,I'm getting this error from today. Can you check please? BrUros

No doubt, it's a great support system that freshdesk is.While the API provided do almost everything, they lack the feature of adding replies to a given ticket.This may be helpful if a customer wants to have their own interface for freshdesk. The user would be able to reply his or her thread right from customer website rather than following interface provided by FreshDesk.Cheers.

Good morning.I am trying to write an app/plugin/integration for Telephony company.What I am trying to accomplished:a) visible all the time app - like in ticket_top_navigation (I saw some apps are visible in the right bottom corner, but I can't find that in documentation)b) put an iframe inside this app (It worked for the first time, now I doesn't)c) configure click to dial (so the user will trigger an iframe action on clicking telephone icon)There are more but I know how to to the rest - at least I think so.Thanks!