Archives - Freshdesk

I'm not sure if this is a bug or a feature request, but users are always sent to the helpdesk homepage whenever I send them links that are only accessible by a certain company. Here's an example:I send this to a user - http://example.freshdesk.com/solution/categories/111/folders/111/articles/111-article-title (privacy settings: visible to company ABC).User is sent to login page.User clicks on Google login button.User logs in with an ABC email address through Google.After logging in the user is directed to http://example.freshdesk.com instead of http://example.freshdesk.com/solution/categories/111/folders/111/articles/111-article-title.Is that how it's supposed to work?

Create users through the API by sending username and password.Activation free and not send mail, just create it and  doing all this with admin

HelloWe have huge problems, we started noticing that e-mails forwarded to the designated Freshdesk delivery address are LOST sometimes.We have verified that all the lost e-mails are 100% delivered to Freshdesk, but the ticket was NOT created.E-mail data of a case:Message-ID: <5aa5492a.196b1c0a.e75b8.44b1@mx.google.com> Date: Sun, 11 Mar 2018 08:20:10 -0700 (PDT)From: bizxpertapp@gmail.com To: bizxpertappcominfo@bizxpert.freshdesk.com Message size: 27 KB From IP: 209.85.128.169 To IP: 34.233.206.205 Status: Message sent to mxa.freshdesk.com at 34.233.206.205 ... and the ticket is nowhere!Please tell us what happened.

Hello, the following is the hyperlink I generate via Ruby and the output looks something like this: https://evisit.freshdesk.com/login/sso?&email=1@1.com&name=Herb Meehan&timestamp=1480974001&hash=f454f15e13bb8f6aee7ba329e60b9c08 No matter what, I was always getting a Invalid time entry and I'm taken to this url: https://evisit.freshdesk.com/login/normal Here's a little bit of the Ruby code I have in place: Does anything stand out as bad? def time_in_utc Time.now.getutc.to_i.to_s end def url_params "#{full_name}#{ENV['FRESHDESK_SECRET_KEY']}#{email}#{time_in_utc}" end def gen_hash_from_params_hash digest = OpenSSL::Digest.new('MD5') OpenSSL::HMAC.hexdigest(digest,ENV["FRESHDESK_SECRET_KEY"],url_params) end def get_link "https://evisit.freshdesk.com/login/sso?&email=#{email}&name=#{full_name}&timestamp=#{time_in_utc}&hash=#{gen_hash_from_params_hash}" end

I am trying to get list of ticket using following APIhttps://mycompany.freshdesk.com/helpdesk/tickets/view/101844?format=xml&per_page=100&page=0&include=compnay_namebut this list returned by this doesn't include company name. I need to get the company name to which ticket is associated.

Our support site is https://axiong5.freshdesk.com. When we try to sign in as agents, we always get the error indicated above Unable to load page. We encountered an unexpected problem (check your network connection).

We've noticed that sometimes an answer to a customer or a note is recorded twice. The duplicate answer or note is exactly the same with the same time. In theory I might have double clicked on the send button, but that seems unlikely. I am using Mint (with a Firefox browser). Any suggestions what causes this, or do others have the same problem 

I am using the Mint version of FreshDesk. We sometimes get duplicate tickets created when a customer replies using a different email address (or using an alias). I then first merge the customers, but find the ticket merge functionality useless. When merging the two customers, I now got the error "The adapter rejected the commit because it was invalid" ad well as a message that the merge was completed. I realise what the message means (that a commit to the database could not be made). But that probably means something is incorrect. I have not seen this error before. So how can I find out what went wrong and where we need to correct something?

We've setup SSO with azure following the steps online, however when trying to login we receive  Login was unsuccessful! - Validation Failed : Invalid Signature on SAML Response Is anyone else experiencing this issue or able to shed some light on troubleshooting? thanks 

Hi, I work for Microsoft on the Azure Active Directory team, and am interested in hearing from anyone who would like to see automating user account provisioning supported from Azure Active Directory to Freshdesk. Azure Active Directory supports a number of different connectors that automate provisioning and de-provisioning of user accounts to various SaaS applications via their Web APIs. Single sign-on is presently supported between Azure AD and Freshdesk, but there is no provisioning connector yet. We are investigating building such a connector. Interested?

Hi team,  I am a javascript developer and I found some issues with your script 1. It is loading synchronously where script tag is placed directly. Because of this the page will show as loading until the chat script is loaded. This can be a problem on slow connections in India. Instead script should be loaded asynchronously. https://stackoverflow.com/questions/7718935/load-scripts-asynchronously 2. There are too many API calls. Since all these are occuring on initialization, they can be clubbed into a single initialization api to make things faster.

    foreach($orderItems as $orderItem){ $orderItemsAsString .= "<p>" .$orderItem->get_name(). " " . $orderItem->get_quantity() . " <a>". $orderItem->get_meta('pa_url', true) . "</a></p>"; } $orderItemsAsString .= "<p> via " . $paymentMethod. "</p>"; $orderItemsAsString .= "<p> Total {$order->get_total()}</p>"; // Freshdesk ticket creation $fd_domain = ""; $token = ""; $password = ""; $data = array( "helpdesk_ticket" => array( "description" => $orderItemsAsString, "subject" => "PopUSocial New Customer Order (#{$order_id}) ", "email" => $order->get_billing_email(), "priority" => 1, "status" => 2 ) ); // $json_body = json_encode($data, JSON_FORCE_OBJECT | JSON_PRETTY_PRINT); $json_body = json_encode($data); $header[] = "Content-type: application/json"; $connection = curl_init("$fd_domain/helpdesk/t

I'm trying to connect to the Freshdesk API from asp.net but I'm getting the following error: Authentication failed because the remote party has closed the transport stream. The code I am using is as follows.  Any help is greatly appreciated! Thanks. Dim Authorization As String = Convert.ToBase64String(System.Text.Encoding.Default.GetBytes("apikey:x")) Dim wHeader As WebHeaderCollection = New WebHeaderCollection() wHeader.Clear() wHeader.Add("Authorization","Basic " + Authorization) Dim wRequest As HttpWebRequest = CType(System.Net.HttpWebRequest.Create("https://xxxxxx.freshdesk.com/api/v2/tickets"), HttpWebRequest) wRequest.Headers = wHeader wRequest.ContentType = "application/json; charset=utf-8" wRequest.Method = "GET" Dim wResponse As HttpWebResponse = CType(wRequest.GetResponse(), HttpWebResponse)

This plug allows you to convert a ticket into a Trello card just clicking on the Freshplug link, if you select some text the selected text is added into the card description along with some ticket detailsThe card creation:

I have a wiki and would like to be able to import in into Freshdesk solutions.  Does anyone have any experience in doing this?

Hi all,is it possible to integrate Freshdesk with a IM software, like whatsapp?tks,marco.

We are still having this issue, using version 3.8.4 of the mobile app.We tried 4 or 5 different smartphones, and the problem is present in every of them.The issue is with the priority color of the tickets.In the list view, a thin color bar appears before every ticket, and the color changes depending on the priority of the ticket. However, when we enter to view the details of a ticket, the color shown is always the same (green, low priority), with any ticket, even those with medium or high prority.I've attached a couple of screenshots to show the problem.Anyone else noticed this?

Hello, my problem is that several unwanted tickets were generated, my ID counter was going through number 118 and with the unwanted tickets I got up to 150. Eliminate all tickets from 119 to 150, also delete them from the trash and try to change the id from administration, help services. I put it to return to 119 I can save, it tells me that if the changes were made but when I re-enter again the 150 appears as the next ticket. How can I do to reset this and change it to the ticket number I need? thanks for your support

We had a situation where a customer replied to a ticket for a user that was on maternity leave.  Normally we set watchers but this was a very old ticket the customer replied to so we didn't realize the ticket had been updated.Is there a way to send an email if a ticket has had a response from a customer but we haven't replied in a certain number of days?We are looking for ways to avoid old tickets being reopened through a customer response and not being noticed if the user is away for a long period.Thanks!

Hello,Here´s the scenarioCustomer doenst reply the tkt that is "awaiting for..." after 48 hrs ( for example) so I send him a email asking for response, after 48 hrs I send him an email asking for info, if no response again after 48hrs  I send another email, if no response 48hrs after the 2nd email sent I send him a email telling the tkt is closedIs this possible to automate ?I know that I can do it with only one parameter, for example after 48hr with no response, send a email and close the tkt, but I whant to send more then one email before closingThanks

Hi All,I'm trying to migrate one of our subscriptions from Zendesk to Freshdesk to resolve a requirements around ticket time management. We have enabled a new API for the migration and attempted to connect from the Freshdesk platform which is successful. Unfortunately, despite best efforts the sync will not work and i'm prompted with Access Denied each time i attempt to import our existing Zendesk tickets into Freshdesk.I am unable to get any support from Zendesk directly here and would appreciate some assistance if anyone can help.We have a Support Essentials license on Zendesk currently which appears to have access to the API and have also recreated new API keys for testing.Thanks in advanceRussell

We experience a problem with the filter view: 1) Open the ticket overview list. Everything works fine, we can use the filter (Due at.... Today, Tomorrow, ...) without problem 2) The agent opens and edits  ticket and returns to to the ticket overview 3) The filter (Due at... Today, Tomorrow...) doesnt work anymore.  We need to reload the page completely. After this, the filters are working correctly again. Is there any workaround to resolve this? Thanks

Below is the message I get from the server.js on making an API request using the request node module. Error while executing App server script! - Cannot find module './developer/node_modules/request'

we are having issues as of last night where agents are not receiving email notifications.  customers are also not receiving updates to tickets.

After entering the details in the pop-up, I click on insert and nothing happens. This happens in Chrome but works in FireFox. We are mainly working with Chrome. Any ideas?