Archives - Freshdesk

Our support agents use ticket templates and canned responses very often when creating an email to the customer. When creating a new email in the Mint version the signature is added by default, like we prefer. However, after selecting a ticket template or canned response the signature is removed. No matter if the cursor is located in front or below the position of the signature when selecting the template/canned response.Would be helpful if it simply stays available.

A new agent has received the verification email and clicked it to verify, however when I go to view his profile it says: Email has not been verified for this agent! Send activation emailWhy isn't he verifying?

Hi - Reviewing this: https://support.freshdesk.com/support/solutions/articles/215321-setting-up-customer-satisfaction-surveys. Is there a way to change the look and feel of the survey by editing the HTML/CSS somewhere? 

I have a dispatch'r rule that says "when a ticket is created out of business hours, send a response saying that if it's urgent you need to phone the out of hours line because we aren't constantly watching the inbox".A couple of weeks ago, I received an automated notification from a 3rd party system system saying something had gone wrong, so I forwarded it our the support email address to deal with on the Monday.But when I forwarded the email to support out of hours1. The system recognised that I was an agent and set the ticket to be "from" the system which originally generated the email (support@mysupplier.com) and then2. The dispatch'r rule kicked in, and sent support@mysupplier.com the "out of hours" message3. support@mysupplier.com has an autoresponder on it too... so it replied4. Which created a new ticket, which created a new "out of hours" message... etc!Luckily, their system clearly has a throttle on it, because we only got 5 deep into the loop and then it stopped. Otherwise I'd

Hi - I've searched extensively for this but have not been able to find an answer. Here is my use-case. I operate two websites that essentially offer two different products (website A offers product A; website B offers product B). I know how to set up two different portals that show categories that relate to those products. It is useful to have one Freshdesk account to manage content centrally. However, I would also like the feedback widget on each website, to solicit incoming inquiries and offer topical articles that relate to each product. At present, however, I think I have to designate the FAQs as coming from only one product portal. However, I want the FAQs for product A to show up on website A, and the FAQs for product B to show up on product B. Is there a way to do this? 

Hi,While configuring the email notifications I noticed that when creating a link (using the link button) with {{ticket.url}} as target, the placeholder was not expanded to the actual URL. Instead the link pointed to <ourdomain>/admin/%7B%7Bticket.url%7D%7D.I seem to remember that this was working in your default messages but now I could not make it work.Thanks for any insight!

Hello, we activated the free plan tohttps://esculapio.freshdesk.com/support/home1) If I try to register as a new user through socials: Facebook returns me error, Twitter works but does not login me after returning page. If I try to register me with name and email, I have no activation email and in admin dashboard there is no my account in contact page.2) I tried to setup the portal with the tickets available also for not registered users: I start a new ticket but after confirmation I do not receive any email to check it then. Ticket appears only in admin dashboard (not in portal page if I logged as admin)Why there are so many issues in starting steps? Your product appears well done!

Is there anyway to edit the ticket creation page in Salesforce?1. I'd like to set a default for the agent field.2. Ideally I'd like to hide the agent field entirely. I don't want our sales reps to be able to assign them manually.For reference, I've attached a screenshot of the page I'm referring to.

Hello,This is starting to get on my nerves now... I've got a PHP script that submits tickets but fails when attachments are added. Can anybody spot anything that's wrong?The error I get is:jSON response:Array ( [description] => Validation failed [errors] => Array ( [0] => Array ( [field] => custom_fields [message] => Value set is of type String.It should be a/an key/value pair [code] => datatype_mismatch ) ) ) And then the curl options look like this:cURL options:Array ( [42] => 1 [10002] => https://apogeecorp.freshdesk.com/api/v2/tickets [10005] => ####:#### [19913] => 1 [81] => [64] => 1 [74] => [91] => [10018] => Apogee Corp [47] => 1 [10036] => POST [10015] => Array ( [name] => Marius Cucuruz [email] => mcucuruz@ap

HiI'm working with the Díspatch'r and I'm trying to set-up a rule that sends a mail to an e-mail address (of the account managers) when the number of iterations has been 'too many' (let's say 5).Similarly, I want to send a mail to a specific email address when the requestor is of company X. I've added a custom field in the Company template that holds that email address of the related account manager. Can I somehow use more fields than just the ticket properties?

Hello everyone!Join the Freshdesk team for an AMA session on Wednesday,18th April 2018 from 8.30 pm to 9 pm IST ( GMT+5.30 ). The AMA session will be live on this thread and you can start posting your questions as comments here.Best regards,Aravind.S

Hello,We have a requirement to track the actual time spent on the ticket and not the total time spent on the ticket, any thoughts if we can have the ability to add a time entry dynamically when the status is getting changed.?For example when status changes from Open to pending and Pending to Open, i would like to track the time when the ticket is is pending status using time entries and stop it when it changes to open so that i can deduct this time from the actual resolution time.RegardsSatya

Hi all, I have recently started getting  "This sender failed our fraud detection checks and may not be who they appear to be. Learn about spoofing" on my email and customers have started to stop getting email from the ticketing system. how can i fix this.

Good morning!Is there an option to make queries for tickets/contact search via client instance.So I for example want to find all clients with phone number 555555555?Or all ticket for some user, so all ticket for user with id 123?I know there is API that I can call from outside of an app, but it will be so cool to do it via client instance.Thanks!

Hello Freshdesk developers team,I want to search tickets through phone number and since freshdesk doesn't keep any validation while signup to phone number save, I have clients entering number with coutry code, without country code, hypenated number, space involved in number,etc.Request you to help me out to resolve it

When I click on the the Re-authorise button in Freshdesk, it takes me to Facebook where I get a "Platform Access Disabled: Access temporarily disabled due to changes to the Facebook Platform"

I've learned that FD is planning a UI update that will be removing support for all Custom Apps.  Apps (some? All?) from the market place will still be available, but custom ones will no longer be possible after the update.The update will be coming in a few months, so this is a head's up for anyone (like us) that uses custom apps for integration into the other systems you may be using.

Hi,I was wondering if there was a way to grab the attachments in a note via the API? I understand you can grab the attachments from a ticket, but it does not seem that you are able to grab them from individual conversations (I'm specifically concerned with "notes"). Thanks.

Adding google calendar event from freshdesk, start time and end time dropdown contents are blank. So i can't select any time. Before it worked very well.I use chrome 65.0.3325.181 (Official Build) (64-bit) .Please help

How do we prevent a bounce back loop when automatically sending email notifications? A user emails us or submits a ticket. An automated response is sent to the users email address. Their mail server does not recognize the email address for whatever reason and bounces it back. When the bounced message comes in the system apparently thinks its a new ticket submission and an automated response is sent again. Bounces again. And so on. This actually happened to us and we ended up with 1400 bounced emails in our ticket queue. 

HiWe're currently on Zendesk, however, while the agents seem somewhat okay with it, us tech guys are having major issues with it, which is why I'm looking for an alternative.Our web app is handling user projects and whenever a project is created, a corresponding ticket on Zendesk is created to funnel the communication through.The problems begin whenever a user creates a project using an email address which had previously been used on Zendesk. Shared user emails are not allowed and cause the ticket creation to fail, human intervention becomes necessary.Is it possible to handle this situation more gracefully on Freshdesk?Thanks for your help!

HiWe have edited the ticket fields to match our requirements when customers submit a new ticket via the support portal. When first clicking n "New Support Ticket" all looks fine. The fields Name, Email, Subject and Description appear as expected (see first screenshot).However, when entering the details something weird happens. Once I enter an email, a new field appears, asking to enter your name (see second screenshot). Which is unexpected, and confusing, as you already entered your name in the first field.I also attached a third screenshot with the settings in the Freshdesk Admin panel.As a side note, I'm not sure why in the field Email, "Email" appears in grey within the textbox again, while in the other fields the textbox is empty. Do you know why this happens?ThanksJacov

Currently it requires a minimum of 4 characters to autocomplete. I would like this reduced. It also seems slow. If this is an intentional delay, please remove it. If it is a performance issue please investigate. I would also request that it search for any part of a requesters name. It currently only seems to allow an exact left-match, ie if I search for "beth" it will not show "elizabeth". Related, if I search for her email address "esmith@company.com" by typing "esmith" it will not find her. This should also be remedied if possible.

Hello all,As the title states by itself, I want to create an article for the user with a link opening a network drive.If possible in windows explorer or at least in the web borwser.Unfortunately it doesn't seem to work at all.Either the link cannot be clicked or open freshdesk in a new tab or a page cannot be found.I tried to change the html code but it still doesn't work.Here is what I tried :<p style=""> <br></p> <p style=""> <br></p> <p style=""><a href="file://m4frfs2/Pole_Clients/200-%20Projets%20et%20chantiers%20clients/UNICANCER/40-DEVTS_CHANTIERS/Performances/" rel="noreferrer noopener">click</a></p>But as soon as I save the modification, the href is removed...Is there anybody to help me on this ?Thank you !Marc

I need to routinely find and delete inactive contacts via the API.Finding inactive contacts is easy, but it's impossible to tell which contacts aren't deleted yet. The list of inactive contacts you get back from the API includes every deleted inactive contact on the system.Not exposing the deleted attribute seems like a major oversight to me. If I can't purge them, I should be able to filter out deleted objects. If I could add "deleted:false" to the API request query parameters, that would work nicely.Right now every list of inactive contacts I get from the API contains both current and legacy data, and there doesn't seem to be a way for me to filter it?