Archives - Freshdesk

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!

Add the possibility to use API call and avoid sending emails while creating tickets via API.

The "created_at" field is not available in API v2. It's not possible to create tickets with custom date/times via Freshdesk API.Please, add this field to API v2.

As of today I can no longer include a normal link to the knowledge base. If in a reply I click on the link for solution documents, I get a blank screen. If I type /s I can press enter, enter a description and nothing happens. Canned responses do work normally.

The phone number is grayed out under 'Edit Agent'. How do I change it?

The new JIRA custom app helps in automatically tagging your helpdesk tickets based on issues that are imported from your JIRA account. This custom app works alongside the Freshdesk-JIRA integration. For you to be able to use this auto-tag feature, the JIRA app for Freshdesk must be enabled in your helpdesk. For help with linking your JIRA account with your helpdesk, click here.

It appears that announcements are site-wide. But what if you want to show announcements only on certain pages? e.g. we have a customer portal and we would like announcements that are specific to this customer portal only not site wide.

I want to write a small app that polls for any open urgent tickets.The API shown here http://freshdesk.com/api/tickets/ shows methods for getting every ticket, and getting all tickets for a user by email.I was wondering if there was some options that aren't currently documented, such as by priority and/or by status.If not I can still just grab every ticket ever and scan through using XPath but that causes a bit more of a burden on bandwidth than I would like to avoid if possible.

Over full service,

It would be great if an extension for Clicky analytics (http://clicky.com) was available (similar to how Google Analytics is available).We (and many others) use Clicky in preference to GA.

Can mantain in sync customers/company on freshdesk and mailchimp? In what way?

 Hi there,I'm trying to access tickets info from a company web page, which we used as a internal dashboard to collect data and show. I'd love to be able to see if a closed ticket is resolved on time or violate the SLA rule, just as we see in the Tickets menu in freshdesk.Currently the API only provide me ticket status, which can be CLOSED, and last updated time, which can be later than due date if our support guy operate after ticket closure. Is it possible to add a field to identify if the ticket close late or on time? Or a field of when the ticket is closed will also work.Thanks,Sherry

I want my external program to be able to post request to some ticket, but there is only adding note possible

Hi, I have created a custom App in order to improve the speed of answering Tickets by our Teams. I tested the App locally and everything worked fine. But when I want to install the custom App and want to fill out all the fields I defined, I get an error saying "Validation Failed". But I have not set up any validation for the Installation Parameters, neither are any of them required. Under every field Freshdesk is showing the Error Description "undefined". Do you what can cause this kind of error?THank you very much for your help

 Our Agent cant send e-mail to the cousromer

Here's a curl command to set a company_id in a contact. I run this from a Windows Shell. It's pretty much extracted from the online reference example "Update a Contact "curl -v -u myAPIkey-H 'Content-Type: application/json' -X PUT -d "{"company_id":33000299559}" "https://ntiaudiohelpdesk.freshdesk.com/api/v2/contacts/33002370286"The double quotes seem to be necessary, I tried several variations tough...Here's the response I get:-------------------------------------------------------------------------------------------------------* Could not resolve host: application * Closing connection 0 curl: (6) Could not resolve host: application * Trying 52.20.151.223... * TCP_NODELAY set * Connected to ntiaudiohelpdesk.freshdesk.c

Currently, there is no way for an admin to programatically subscribe customers to threads.The REST API subscribes the user account which does the api call.  As a result, you'd have to have every user's username and password to do this.I'd like there to be either a query param ?user-email or ?user-id... which would subscribe that user instead of the user that made the rest call.

It seems our First Call Resolution numbers are eing skewed by customers responding "Thank You".  Any way to fix this or address it?

I recently tried to import Solutions and was informed by support that my problem was that tags were required.  A useful error message isn't provided I believe you get an error 500.Short term suggestions for the API docs:1. Make it clear that tags are required.  Since you don't require them in the interface, one would assume they wouldn't be required in the API.2. Explain what artType is.  1 = Permanent 2 = Workaround, etc.3. Explain the values for status: 1 = Draft 2 = Published4. Add a curl example to the general page.5. Include the raw headers that are expected... this can be generated by doing curl -v that would really help people in seeing what they're doing wrong as they could look at what their programming language was doing and compare to the raw headers to determine the problem.Long Term API changes:The API is a little confusing... not sure why

I'm able to pack the app but after I upload the new zip file I get an email saying that the app could not be published.  No detailed message why. App packed successfully at /dist/mrp-freshdesk-app.zip Upload this file to the marketplace by following the instructions at https://developer.freshdesk.com/v2/docs/freshdesk-apps/ ✨ Done in 2.34s.  

Is it possible to have an additional API endpoint for custom views that lists all the custom views that are saved and allows views to be created / modified?Currently in order to use the tickets API with a custom view, you need to know the view ID. If we are trying to provide some custom reporting the user needs to go and find the ID of the view they have created.If we can get access to view / manipulate the custom views through the API this would enable an amazing level of functionality for building custom reporting.RegardsPaul

Hi FreshDeskies - I'm a new user, so please be nice to me!  *:)I've created a Supervisor rule to detect tickets with a status of "Waiting for Customer" where there's been no interaction for 72 hours.  The actions are to close the call and send an email to the customer.  That all works perfectly.What I'd also like to do is add something to the ticket itself to explain why it's been closed, as the outgoing email to the customer doesn't appear to be added to the ticket.  An "Add Note" action would be idel but it's not an option.  I can use "Add Tag" but this isn't ideal.Any suggestions as to how I can add some text to the ticket?Thanks in advance,Rudy LacchinProject and Systems OfficerICT Service Application SupportGloucestershire County Council

I clicked on the Cards view, the screen refreshes and now the screen is blank.  And I can't switch back to the list view.  HELP

I would like to link to tickets with a certain tag and have this be accessible by regular registered users or even publicly.Sharing the URL in the browser window doesn't work.https://myfreshdesk.freshdesk.com/a/tickets/filters/search?orderBy=created_at&orderType=desc&q[]=created%3A%22last_month%22&q[]=tags%3A%5B%22MYTAG%22%5D&ref=all_tickets

I don't know whether this is the right place to mention this, but the documentation for this endpoint is incomplete.https://developers.freshdesk.com/api/#satisfaction_rating_attributesThe endpoint (as far as I can see) only returns the survey results from the previous month unless you specify the created_since date.If the dev team does get to read this: this isn't the first time I've run into this behaviour of requests requiring arguments to return all values (instead of requiring them to filter results). I understand that deleted/archived items wouldn't be shown by default but there appears to be some "magic date ranges" that are applied to some result sets.I've use Pipedrive's API on a regular basis and it's 5X clearer than Freshdesk's. :-/