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Archives - Freshdesk

Archives - Freshdesk

All archived articles of Freshdesk

2,440 Posts
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2440 Posts

brian_12682Apprentice

posted in Archives - Freshdesk

Freshdesk API not working with chunked Transfer-Encoding

When I attempt to upload an attachment to Freshdesk with chunked Transfer-Encoding, the request fails. It appears that you are running an outdated version of the nginx proxy that does not support chunked Transfer-Encoding (http://serverfault.com/questions/164220/is-there-a-way-to-avoid-nginx-411-content-length-required-errors).Request:curl -u user@company.com:password --header "Transfer-Encoding: chunked" -F "helpdesk_note[attachments][][resource]=@/path/to/file.jpg" -F "helpdesk_note[body]=Note content" -F "helpdesk_note[private]=false" -X POST https://domain.freshdesk.com/helpdesk/tickets/[id]/conversations/note.jsonResponse:<html><head><title>411 Length Required</title></head><body bgcolor="white"><center><h1>411 Length Required</h1></center><hr><center>nginx/1.2.9</center></body></h

mfagalaApprentice

posted in Archives - Freshdesk

FreshDesk on OSX 10.10.2 Issues in Safari

Since upgrading to OSX 10.10.2 FreshDesk no longer works in Safari. I tried Private Browsing mode and still no luck. Any suggestions?

jhunterwuContributor

posted in Archives - Freshdesk

Notify Some Requesters on Ticket Creation

I've disabled notification to the requester when creating a ticket, but sometimes I really do want to notify the client, so what I do is just reply to the ticket, so that the requester gets the ticket in his mailbox. I've just migrated from Jitbit, where there was a check box next to the requester field in the ticket view. When checking this box, the requester would get notified. Is there a similar option in Freshdesk?

rob_11993Contributor

posted in Archives - Freshdesk

Google Two-Factor on Android

I have installed the Android app and when I try to sign in using Google using two-factor authentication it fails. The process goes like this:1. Type my help desk address and hit the G+ button.2. Type my Gmail address and password.3. Type my two-factor authentication code.At this point it thinks for a bit and then displays the two-factor dialog again. Only now, the Verify button no longer works. This happens on both my tablet and phone.

colin.wilkinsonApprentice

posted in Archives - Freshdesk

Bug when typing out URLs in tickets

Small bug, but has caught users out on quite a few occasions: When typing a URL in a ticket, if you add a space to the end of the URL and then hit return, it adds %20 (Space encoding reference) onto the end of the URL, resulting in a broken link. If you type something after the space on the same line, there is no error. Example: No space before return: https://www.google.co.uk Space before return: https://www.google.co.uk Space and other text after the URL: https://www.google.co.uk test Thanks, Colin

info_11856Apprentice

posted in Archives - Freshdesk

Hi,how can I add more SLA options.Best regards

jbredenhofContributor

posted in Archives - Freshdesk

Insert Image button doesn't work in Internet Explorer (IE)

Insert Image button doesn't work in Internet Explorer (IE)... upload appears to happen, but page reports "Error occurred while uploading". • Chrome works OK. • I tested with IE 8 and 10 and both failed. Unfortunately, most of my customers have strict IT departments that mandate IE, so suggesting an alternative browser isn't a viable solution. Side-note that might or might not be related to this issue: with Chrome, when it goes to the "Insert Image" dialog, you click once on the "Select a file to upload" link, and it goes to the file browser. With IE, you have to click on the link twice to get to the file browser dialog... and then it ultimately fails.

purplelaptopApprentice

posted in Archives - Freshdesk

Saving Emails In Categories

Is it possible to save email tickets and if so, can we save them to specific folders? This is a feature I'd definitely need. If User A keeps emailing and over, I can pull up User A folder and see previous tickets.

avinokurovApprentice

posted in Archives - Freshdesk

When an unlogged visitor leaves a feedback to a topic, it changes the topic modification date

Hello,Please take a look at the attached screenshot made in our FreshDesk Support Portal.When an unlogged visitor clicks on Yes or No below an article, it changes the article modification date, while this date must be changed only in case its content is modified by the author/administrator.Please fix this bug.Thank you.

uhernandezApprentice

posted in Archives - Freshdesk

no sent it notification to customer when his email request is forwarded

We have an email account, "helpdesk@mycompany.com", where we receive the requests from our customers. From this account we forward (manually for the moment) the email from our customers to the freshdesk account to create the ticket. The "helpdesk@mycompany.com" was stablished as an agent and occasional agent too. However the ticket is created with the "helpdesk" account as a "applicant" and it sends the notification of the ticket to the helpdesk email account, and not to our customer's email. I've read some posts with this same issue and I've followed the solutions, but still continues with this malfunction, if you could help me with this subject i would really appreciate it. Regards.

brunnerApprentice

posted in Archives - Freshdesk

Send customer Survey only when the ticket is really closed

HiWe are testing Freshdesk at the moment. I want that the customer only get the survey, when the ticket is really closed and not already when the agent is resolving the ticket.When the agent reply to the customer, that status can go to "resolved", but then I want to wait 48h before the survey is sent and the ticket becomes "closed". The reason is, that the customer should have the chance to reopen the ticket. Only when the customer is closing the ticket, or the ticket is closed because of the 48h limit the survey should be sent.How can I configure this?RegardsMichael

edApprentice

posted in Archives - Freshdesk

Email commands act as separate action (i.e. can't resolve in first contact)

Hi,If you send an email to the customer, with email commands to mark it as resolved, it isn't counted as a "resolved first time" - the activity view shows two entries, one responding, and one resolving it. This means the agent stats aren't accurate.Any chance of fixing this, or allowing retrospective editing?Thanks,Ed

marioContributor

posted in Archives - Freshdesk

Small field update messes up with rules

If I have a dropdown with Option Blue, Red and Green; and if I have a rule that says that anyone that selects Green will have the ticket assigned to group X; if I change the name of the option "Green" to "Lime Green", the rule will change the Green value to the default one (which is the first - Blue). Therefore I have to correct all rules that envolves Green.

tkApprentice

posted in Archives - Freshdesk

Auto updated CC email addreses?

Could you please help me with below problem with CC email addreses?For example:1. I just receive a new email (message no 1) to our support address and also CC for few customer addresses.2. I reply to this ticket (message no 2)3. Customer while replying (message no 3) added few more email addresses in CC4. So, if I want to reply to customer - there is only email addresses from CC of message no 1. I would like to have auto updated and see email addresses in CC from last message.Could you please advise if it is possible?

marioContributor

posted in Archives - Freshdesk

Pagination with errors

When I go to "Tickets" the default Sorting is Due by Time. I find that I have recent tickets FIRST. If there is a second page, and if I click on that page, the Due by Time sorting inverts so that in this page I see the First tickets at the end. If I go back to page 1, it behaves like expected, so no problem here. This is very annoying.

sfieldsContributor

posted in Archives - Freshdesk

Import Google chat transcripts as New Tickets

I thought when I was first checking out the service that it mentioned a feature that allowed for Google chat transcripts saved in your Gmail account could be imported to Freshdesk as new tickets. Yet now when I search through the tour pages I can't find where it said that.Is that capability a current feature? Or is it planned to roll out with the Google Chat integration in a month or two?Thanks!

hmayfieldApprentice

posted in Archives - Freshdesk

Self Service Solutions by Customers

If we use the multiple products functionality to separate our customers is it possible to select a Top Level Solutions category and then add additional content that is unique only to this customer? For example I want all customers (and potentially agents associated with the customer) I select to have access to training docs A, B, C, D through self service but for this customer I want them to also have E, F, & G.

divine.project.teamApprentice

posted in Archives - Freshdesk

Hi guys,First of all, thank you so much for this service.Currently, I'm trying to import some of our data to this dashboard (in order to test it), but ...It seems like your API has some limitation? After the third attempt I can't login with my account anymore (returns Access Denied)... is it banned now?Can you help me with this issue?Also, i'm using this examplehttps://github.com/johnpaulh/mysamples/blob/master/php_samples/create_ticket.phpAnd have a question:Can I collect all my previous tickets in one array and send just once?Thanks.

marcoApprentice

posted in Archives - Freshdesk

Using the API to retrieve all Users it only retrieve the first 50

Hello,The api method described here:http://freshdesk.com/api/users/Under the header "Viewing all users" doesn't work as expected.As it only retrieve the first 50 users. With this limitation we can't add custom info (or correct the current info) for all the users in freshdesk using our database.How can we retrieve all our users?ThanksMarco

jenna_jeremiciuteApprentice

posted in Archives - Freshdesk

Tickets' Report

Hi Support Team,I have downloaded the tickets report and in column 'Requester' instead of the contacts' names I can only see email addresses. Is there any way to set it up to have names instead?Please see the screenshot attached for more details.Thanks,Jen

lee.mortonContributor

posted in Archives - Freshdesk

Add a 3rd party email into freshdesk

Hi,Sometimes I receive an email from a 3rd party in response to a query I have sent about a ticket I have open in freshdesk. Is it possible to somehow forward to an email address etc or import this email response into the ticket without having to copy and paste it into a note.Many thanksLee.

jordans.iphone.emailApprentice

posted in Archives - Freshdesk

How to integrate with shopify?

Hello everyone.I was trying to figure out a way to fully integrate freshdesk with shopify. Currently, I have to use the dropifi app to send emails to gmail account dedicated to customer support. I then have freshdesk linked up with that gmail account in order to receive support tickets.The big problem is once a customer replies to a support ticket, it goes back to the gmail account but does not refresh the archived ticket. The main reason I'd like to integrate freshdesk is so that customer have full access to the support tickets and forums.Does anyone know if it's possible to do this with Shopify? Or do I need to move over to an app that shopify supports such as zendesk?Thanks in advance.

marioContributor

posted in Archives - Freshdesk

Storing images and css (and maybe js) locally for widget

Any chance this might be possible? That would prevent aditional loading request for freshdesk's server (which in my case are significant).

mescalaApprentice

posted in Archives - Freshdesk

Different SLA's defined for different products

Hi,is it possible to define different SLA's for different products?We have different products to support with different priorities and impact for the business, so it would be very useful to be able to specify different service levels for each product, being less restrictive than a Company SLA, if defined too.Thanks,

jamie.oconnellApprentice

posted in Archives - Freshdesk

Can't embed a PDF in a KB entry

Hi,when I try to embed a PDF in a KB entry using:<object data="filename.pdf" type="application/pdf" width="100%" height="100%"></object>it keeps getting changed to:<object data="filename.pdf" type="application/x-shockwave-flash" width="100%" height="100%"></object>Obviously, this does not work.Why is this happening, and how can I embed a PDF (hosted elsewhere) in a KB entry?regardsjamie

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