Archives - Freshdesk

We've appended  - {{ticket.subject}} [#{{ticket.id}}] to the subject of every email sent through the system.  Everything appears to thread properly EXCEPT: When an agent replies to an email with the subject: New Reply Received - {{ticket.subject}} [#{{ticket.id}}]  From Email Notifications: Agent Notification / Requester Replies to Ticket)  This appears to be the only instance that the threading fails.  Suggestions?

 Alguém sabe como criar uma integração do Freshdesk com o Mercado Livre?

why freshdesk account has been temporarily blocked for my ip address ??/

Hi there, my name is Eduardo de Souza, we just released a full Integration for WhatsApp.We are a focus in Brazil, so our first release is only available in Portuguese.http://www.comtodos.com.br/site/integracao-freshdesk-com-whatsapp/I would invite those in Brazil looking for this integration to test our platform.We offer other types of interaction through WhatsApp.Please, below goes my e-mail for those interested in a trialedu@comtodos.com.br

You can currently 'View all' data in the various sections of the API with GET requests. For example:domain_URL/contacts.xmldomain_URL/helpdesk/tickets.xmlThis will return all the data FreshDesk has stored for that end point. For a system which regularly polls FreshDesk, processing all of the data becomes cumbersome. As each record in FreshDesk has an Updated At field you could specify a Date/Time in your API call. The API would then only return the records which have been updated since the given date. For example:domain_URL/contacts.xml?updated-at={datetime}domain_URL/helpdesk/tickets.xml?updated-at={datetime}The following examples show a given date raw and URL encoded:domain_URL/helpdesk/time_sheets.xml?updated-at=2012-07-05T10:59:38domain_URL/helpdesk/time_sheets.xml?updated-at=2012-07-05T10%3A59%3A38Or a Unix Timestamp would work more easily:domain_URL/helpdesk/time_sheets.xml?updated-at=1278327578This would greatly reduce the amount of data transfer from FreshDesk to keep the data

Hello, I am trying to use the freshdesk API to create tickets directly from our webapp. We have multiple groups in our product for different languages.  My problem is, how I can get the group_id from a special group. Is there a way to get all group_ids from the adminpanel? I have used the API with "https://mydomain.freshdesk.com/api/v2/groups/", but with this I dont get all groups. And later it is to complicated, when we want to add new groups. best regards

We receive voicemails into Freshdesk, sent via a generic noreply email address.After listening to the message, we update the requester to the person who has left the message.  Expected: we should then be able to reply to message via email to the updated requester's address. In this example, the voicemail has been reset to "Vida" - note the email. Actual: we have to forward the email, because the original contact information persists. Same example ticket: reply to her reply, and we get the noreply email address that was originally associated with the ticket.

I have a simple question and I was hoping someone could give me a yes/no answer. If we completely populate the Customers -> Companies view with a list organisations we deal with.  Is there any way we can then populate a customer facing ticket field so that when creating a ticket, they can then choose one of these organisations from the  list in a drop down? Obviously, if we could do this easily, it would be good, but I'm happy if we can do it in any way, either using the API or SDK or some other way. All help is gratefully received as it's really impairing us in going forward with using Freshdesk. Regards John

It would be helpful to know what time it is for a customer. This could be a field in their Customers tab contact record. It could be entered by hand and it could perhaps often be extracted from the first email they send us that opens a ticket. It could be displayed in any of their tickets — especially important when their time zone is a lot different from that of the rep looking at the ticket. Lots of room for a terrific product differentiator here, Freshdesk. Well, until/unless competitors clone it.

Hi Everyone, In our company, we have a problem. I'll briefly explain how we work: A customer sends us an email to the support account, and a ticket is opened. This ticket is assigned to the helpdesk coordinator. The coordinator reviews the ticket and assigns a support technician and the technician resolves the ticket. What problem do we have? To control the portal and the mail, we bought two licenses Estate because it is the one that best served our needs. The problem is that I can not create agents full time, I can only create sporadic or occasional agents. It does not make sense for you to buy more Estate licenses so that you then limit the agent's permissions to only seeing your tickets, not the other people's. It does not make sense that I can enter with the same username and password every time I want on n machines and can not create free agents, as in the sprout license. I have purchased the Estate license for the portal, but the Estate includes everything t

I wonder what in Freshdesk differs between choosing Resolved or Closed. Is this just to be used to organize the work better among agents or does it have any practical influence?

Anyone create a way to push data to a local Windows process from a custom button in a Freshdesk ticket? Care to share your approach? Thanks!

We have our Freshdesk live chat widget set to pop up for a user after n seconds on a web page. That's working. But once user closes the widget, any proactive popup should be disabled for the rest of their session on our web site. Right now, even on the same web page, the live chat widget keeps popping up. It's very annoying for me and our webmaster and probably our web site visitors.

We need reports that describe "last week" and "this week to date". We track this in our existing (bespoke) system, so we need this in Freshdesk. We'd prefer to see this on a page at the same time, but that's not critical.

Greetings allDoes anyone know if in the free version if their is a way to create multiple separate tickets? let me explain.we have the current help desk ticket entry with the normal tabs, hardware,software,phone,etcc.etccNow i am being asked if their is a way to create a separatee form for just ordering supplies? We don't want to use the original ticket we created but would prefer a second ticket creation based upon custom fields.this is not a problem, the application has been working great since we went with you guys and gals, great product.!Thanksmike

Hi Freshdesk Support, As of now, many users are unable to withdraw Bitcoin and other coins from Poloniex members of the community and they are starting to call the exchange into question. Reports of withdrawal orders 'awaiting approval' for days before being deleted are begin to appear on forums. All they do is sending auto-generated emails stating support agent will soon be in touch, but support tickets are not getting any updates or response, sometimes even for days or weeks. Could you please provide us a detailed information why this is currently happening on Poloniex and how it could be resolved? Cheers, Mark Russel Anda

Hi,  I want to list all tickets in Backend app instead of using /api/#list_all_tickets, Is there any globe variable can achieve this?

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We're using the mobile app version 3.8.1 for Android, and we noticed a bug related to the priority color. In the ticket lists, each ticket has a thin vertical line that indicates the ticket priority. In the ticket details, that line is also present. However, no matter the ticket priority, in the ticket details the line is always green (low priority). Notice the problem is only in the ticket details view, not in the ticket list view. Could you confirm it's a bug?

  Hello,I want to change my support url from https://jumiaitma.freshdesk.com to https://it-jumia-morocco.freshdesk.com I'm not able to find out how. Can you help me please,Regards

What is the process for sychronizing existing Freshdesk tickets to a new CRM?Here's the scenario:We use Freshdesk without a CRM for a while. Days, months, years. Lots of tickets are created. We use an unsupported-by-Freshdesk CRM right now, so there's no integration between Freshdesk and CRM contact records.We adopt a Freshdesk-supported CRM (which one is not yet determined) in the future. We want the contacts in our Freshdesk customer list to have their Freshdesk ticket history synchronized with (properly connected to) our Freshdesk-supported CRM's contact records for those same clients.When no contact record exists in our CRM for a given customer email address which is in Freshdesk, we want to be notified somehow and have an easy process to remedy that.And so on. All manner of problems could come from this. I'd like to know what the process is for syncing in such a case. Do you guys have documentation on this?Thanks!

Hi everyone Last week we went live with phase 1 of our Freshdesk launch.  It was a fairly simple deploy for one of our internal teams and it seems to work.  However, that first deployment was self-contained, phase-2 requires us to populate the Freshdesk tickets with Account Name used in Salesforce.  Now, we can't use the Freshdesk/Salesforce app as this uses the email address you log the call in Freshdesk, as the key to look up from Salesforce and as only internal staff will use Freshdesk and hence the details pulled back will always be for our organisation and not the customer.  So I'm asking anyone for some alternatives using the API/Custom Apps? Ideally, we'd like to populate a field in Freshdesk with all of the customers from Salesforce so they could chose the Customer details we need... and then pull the rest from Salesforce...  Does anyone have starting points or advice on how to do this? Thanks and Regards John

This is not a problem, bur rather an observation...]I note that when I open a support ticket with FreshDesk Support - the ticket number is NOT in the subject as [#12345] - it is mentioned in the body of the email, but not in the subject.So how is FreshDesk's own support able to thread my subsequent replies to the ticket correctly??? I would like to have 'cleaner' Subject lines in my emails too!-Keith

The page https://freshdesk.com/helpdesk-features says that "Multiple incoming and outgoing mailboxes" starts with "Blossom". But the spreadsheet Freshdesk sent me says that "Multiple Mailboxes" ("Track and manage emails from different points of contact by setting up multiple mailboxes. Mailboxes can be set up for different departments in your organization or multiple products. " starts with Garden. Which is correct? Does Blossom support multiple incoming and outgoing mailboxes, or does that only start with Garden?

I believe I saw someplace that Freshdesk reports aren't based on live information and that reports get gradually closer to real-time data as one goes up the Freshdesk service tiers (Sprout, Blossom, Garden, Estate, Forest).Is that correct? What are the time delays at each tier?This could be a big problem for my company as we do daily status reports each night.