Archives - Freshdesk | Freshworks Community

johan_13542Apprentice

posted in Archives - Freshdesk

User activation

How do I turn off the auto user activation trigger. I do not want that new users are activated without my approval.

432

8 years ago

jorgen.andreassenApprentice

posted in Archives - Freshdesk

Linking incident to problem

Hello. In the documentation it says that you shall click on the Problem button on the navigation bar. But, I dont see this button, am I blind?

543

8 years ago

mrenaudSkilled Expert

posted in Archives - Freshdesk

SLA: Response timer relationship with the Resolution Timer

Hello!This is a question, not a problem:At what point does the Resolution Time timer Starts? What triggers it? Question: does the Resolution Time timer start after the Response Time timer has expired? Does the SLA freeze (changing to a status that does not have SLA checked) affect both timers?I am creating a call flow and I am getting confused as how to draw it. Could you give me an example of the sequence of events, what triggers what and what freezes or stop these timers?Thanks a lot!Michel

4434

8 years ago

marioContributor

posted in Archives - Freshdesk

Double paragraph in Signature

I've noticed that double paragraphs aren't allowed in signatures in order to make more space between elements. That is not good because HTML tags aren't allowed either. I want to make: "Best regards,Mario" to "Best regards, Mario"

262

8 years ago

andy.driskellApprentice

posted in Archives - Freshdesk

Feedback widget incorrectly displayed on IE10

When you use the feedback widget on a website viewed in IE10 (Windows 8 standard browser) it is horizontally rotated instead of vertically which is incorrect.   Would you be able to fix this?Also, using the widget on the right hand side does not display correctly in IE10 either.ThanksA

355

8 years ago

rodrigo.pereiraContributor

posted in Archives - Freshdesk

Getting lots of "We're sorry, but something went wrong." while in the forums

Seems to me that the forums are a bit unstable. I'm getting quite a few of those messages. Yesterday I gave up trying to post a topic, as I'd get that message every single time.Rgds.

271

8 years ago

sp_13491Contributor

posted in Archives - Freshdesk

Ticket properties are missing (need refresh)

I have noticed many times that when opening a ticket that the ticket properties are not there! I need to refresh every time and then they are back. Is this an issue that many encounters? Side effect: I cannot add a note. If I click reply, then the whole page refreshes and then it works fine

293

8 years ago

lekhajContributor

posted in Archives - Freshdesk

Can we search for tickets with a specific Source field & a given tag using the API

HI, I am absolutely new to Freshdesk API and Freshdesk, I have a query. Can we search for tickets with a specific Source field & a given tag using the API?? If possible please reply asap with details.

615

8 years ago

ckmApprentice

posted in Archives - Freshdesk

Notes while adding a ticket via API?

Is it possible to add a note while creating a new ticket via the API? I tired adding a <notes></notes> block (see below) to my existing POST that creates a new ticket, but it doesn't seem to work.<notes> <helpdesk-note> <body_html> <body><html><a href="http://linkto.example.com">Link to example.com</a></html></body> </body_html> </helpdesk-note></notes>

6422

8 years ago

macokid2001Apprentice

posted in Archives - Freshdesk

How Do I Remove The Fourm On The Helpdesk?

Hi im new to this so How Do I Remove The Fourm On The Helpdesk?

342

8 years ago

dvanhookApprentice

posted in Archives - Freshdesk

API - creating a ticket

I'm using the API to create tickets, and I'm able to get MOST of the way there, but a couple of details aren't quite working right.1) Is there a way to specify the Product when submitting a new ticket? If I add the <product>{productid}</product> tag to our XML, I get an error.2) Can I store the user's name at the point of creating a ticket? The example given in the API page says that I should use the <email> field to submit the email address, which is working just fine. But I also would like to submit the user's name as well -- otherwise, we're ending up with a lot of users in our database who have names that aren't really names -- it just strips off everything before the @ and puts it in the name field. Is there a way to submit the requester name as well at the point of ticket creation?Thanks very much -- liking this product!Dave V.

534

8 years ago

tineke.corinContributor

posted in Archives - Freshdesk

Adding a note to a ticket via the API

Is it possible to add a note to an existing ticket via the API? If it is possible, could you give some pointers or example code?

7153

8 years ago

yadanawin1Apprentice

posted in Archives - Freshdesk

how to call freshdesk api(create ticket) using php

HiI would like to get sample codes how to call freshdesk api(create ticket) using phpThanks.

1112

8 years ago

ldepriscoApprentice

posted in Archives - Freshdesk

FreshDesk API with PHP

Hello guys,premise: I read all the support pages without finding a solution! :)I wanted info on the use of an API in PHPI need to figure out how to insert a ticket into the system via API<?PHP$email = "email_fresh_desk@mail.com";$password = "password";$key = "api key"; // (This parameter is used?) $urltopost = "https://my_portal.freshdesk.com/helpdesk/tickets.xml"; $datatopost = "<helpdesk_ticket> <description>Ticket test API!!!</description> <subject>Test ticket creation api</subject> <email>email_user@mail.com</email> <priority>1</priority> <status-name>Open</status-name> <status>2</status> <source>3</source></helpdesk_ticket>"; $ch = curl_init ($urltopost); //curl_setopt($ch, CURLOPT_POST, true); // (This parameter is used?) curl_setopt($ch, CURLOPT_CUSTOMREQUEST, 'POST'); curl_setopt($ch, CURLOPT_USERPWD, "$email:$password"); curl_setopt($ch,

4473

8 years ago

joshua.brahmsApprentice

posted in Archives - Freshdesk

Insert customer custom fields into ticket reponses

I want to insert customer fields into the email.What I'm trying to do is this:The current contact information we have is: Name: {{ticket.requester.name}} Email: {{ticket.from_email}} Phone #: {{ticket.requester.phone}} Facility: {{ticket.requester.company_name}} Work Hours / days: {{ticket.requester.work_hours_days}} Other contact field: {{ticket.requester.customfield}} Is there any way we can do this? The 2 custom fields I have at the bottom do not work the way we want them to.

971

8 years ago

mike.burgatContributor

posted in Archives - Freshdesk

Public tickets URL -- Attachments can't be seen/downloaded

Hello,As the tittle suggest it's seems a bit pointless to propose the option of a public ticket URL, that can be shared with people that do not have a Freshdesk account, if the attachments are visible to these people but not available for download.Are there any plans to fix this ?Mike

751

8 years ago

alice.phantomContributor

posted in Archives - Freshdesk

min-height and retina logo

Hello, I am customizing some Freshdesk elements for a client who has already a Freshdesk Estate Plan. I have two questions: - the inline style minimum height of main and sidebar: how can one get rid of it? - the logo: any suggestion about how to optimize it for Retina? Thanks!

201

8 years ago

danish.jalbaniApprentice

posted in Archives - Freshdesk

Public notes added to a ticket when a 2nd level of forwarded user replies back to his email

An issue was resolved earlier by FD team that when a forwarded user replies back to the email, the note added will be private. Now we need a solution to a problem which is similar, when that forwarded user, forwards the email to some other user of the system and that user replies to the email, note added to the ticket is PUBLIC. Public notes makes it difficult for us to keep information intact when replying to a customer, since public notes are all added to a reply when agent is writing to the customer. We cannot afford that. Please suggest a solution to this.

261

8 years ago

brian.wawrowApprentice

posted in Archives - Freshdesk

Amalgamating redundant tickets created by email

If I have a system generated email sent to FreskDesk to create a ticket, is there any way to have FreskDesk add the new email content as a comment or attachment to an existing ticket if it has the same subject line as an existing ticket?Thanks,Brian

203

8 years ago

lenaApprentice

posted in Archives - Freshdesk

How do I update custom app code

I have developed a custom app for my organization. And installed it. I now need to update code. Can't seem to be able to do that. I tried 'Replace file' and then Publish , but that doesn't update the code. even though timestamp on the files seems to be correct (new).

828

8 years ago

bradley.pallisterContributor

posted in Archives - Freshdesk

Cursor position in Forward

We have a problem when when we forward a ticket, the default cursor position is to the left of the first line of the signature.This is really annoying as our signature is in a bold font. So an agent forwards a message and adds a short note, which defaults to bold too. You also need to hit the carriage return a couple of times to push the signature down so that there's enough room for the message body.Anyone else have this problem?

341

8 years ago

keith_11877Contributor

posted in Archives - Freshdesk

Can't modify "Notify Agents" email template (when private comments added)

I can't find anywhere to modify the template of the email sent when you "notify agents" on a private comment. The problem we have with this is that I want to provide the public URL not the private URL of the note to avoid a login penalty for our occasional agents. Is this possible to either edit or disabled and replace with an Observer rule?

353

8 years ago

keith_11877Contributor

posted in Archives - Freshdesk

Forwarded items show in Public view

If you forward a note/comment any text you enter is included in a publicly viewable note. I believe forwards should be (by default) private notes. There are several areas within FreshDesk where privacy could be improved.

191

8 years ago

jsaboApprentice

posted in Archives - Freshdesk

Multiple Menus in Freshfone?

I'm not sure if I'm doing something incorrectly, but I can't seem to have multiple menu levels in Freshfone-- only the main menu has "Jump To" as an action option.The documentation (https://support.freshdesk.com/support/solutions/articles/169199-using-ivr-in) says that "Freshfone currently allows you to create 3 nested levels of IVRs."Is there a setting somewhere that I'm missing? We recorded all of our messages under the assumption that we could have multiple levels, and we're going to be stuck if we have to rearrange all of that to fit into just two levels.Jim

243

8 years ago

janeApprentice

posted in Archives - Freshdesk

Report on customer specific issues

Hi, can Freshdesk report on specifically what issues our customers are logging? Eg. I'd like to know how many feature a specific product. Of those products how many feature a specific complaint etc. I see most of the standard reporting appears to be around how well the agent handles the call, how many they handle, timing etc. I'm much more interested in determining what problems our customers are having and therefore how to resolve them, thank you.

252

8 years ago

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