Archives - Freshdesk

Exchange between Agent A and Customer A, for any interactions it's normal for Agent to receive email notifications for customer replies.However, Agent A is no longer on shift to respond to Customer A. Later, during Agent B's shift, a reply comes in for Agent A then Agent B takes over but Agent A is still assigned. Agent B replies but no email notifications are sent and the ticket is set to waiting status. Agent A has no history and assumes that the customer has not replied back in that time frame. The workaround is to either reassign the ticket or to set an observer rule for all replies. The problem I see here with the observer rule is that there is, quite a bit more email spam and no way to prevent emails from coming in from self assigned tickets responses. Is there something we are missing in order to get regular agent response emails (non-note emails) from non-assigned agents?

The feedback widget (popup version — I haven't tried the embedded version and don't know how that one differs) is unusable on my iPhone 6S. Easiest thing to do is to just try to use it on such a phone. It runs of the side of my screen, pinching doesn't resize it and, simply put, using it involves constant frustration. Any plans to make this mobile-friendly?

HelloHas anybody tried fetching all objects of FreshDesk to display in a drop-down list? I am coding for a freshdesk connector for Informatica cloud using REST Api. Please suggest me api call or method to get all object lists?

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Goodnight, I am currently testing the 30 day free version of FreshDesk on the recommendation of a colleague. Here I found the option to create "sample custom app" where I added my JavaScript code to create a quick app to display it on the "Ticket / new" page in my case. (See: image number 1) What happens is that when I explain to my colleague how to do this, he tells me that he does not have this option available and that when he clicks the option of "New Custome App" you try to load this page "/ admin / integrations / Freshplugs / new "but then it is redirected to the page" https://www.freshdev.io/ ". This seems really worrying because my colleague is already licensed with you and I am afraid to pay and you have the same problem. Why this happens?

Hello,Is there anyway to disable the "Check Ticket Status" on the main page?  I'd like to remove this feature for users if possible.Thanks,Ken

Help i have a flood of people registering and not getting activation emails! tempest.freshdesk.com

I don't need to be notified about MY actions and I especially don't need it to assume that the customer is the one that provided the notification.  These are both my own replies to tickets I own. Nothing to do with the customer. This otherwise nice feature is rendered useless. Back to design school... -K

At our company we use freshdesk and freshsales. Both use the same domainname. When we try to setup the dkim records there is an issue that both systems use the same records, but with different values. Anybody found a solution for this?

 The API v2 documentation shows predefined filters as available for query in the API. Is there a reason the unresolved predefined filter does not work? Predefined filters /api/v2/tickets?filter=[filter_name] Available predefined filters:

Is there any way to support project by translating to my Language. How i see you don't have Croatian Language, and our team will gladly help with that. The problem is that few our customers understand English. With the Serbian and Bosnian language is almost the same so you can easily open towards them as well. 

Hello, the idea is: - when yuo press the "Add Time" button, two fields are added to add times. - when closing the windows, the comments and these two new fields are added as a private note in the comments of the ticket in which it corresponds.So besides adding the time in the timers, they are added in the private notes of the ticket.But the problem is that, from time to time, it also adds the comment on another ticket.Can somebody help me?Thank you

The Auto Start timer fires up when the ticket is open and stops ticking only when the ticket is closed or resolved. Keep track of the amount of time taken to close a ticket. You can even use the timer to reward agents. If the agent has to work on another ticket immediately, the timer can be stopped till the agent returns to work on the current ticket. Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"

In the time entries API, I can't see the date on which the actual time was spend. E.g.:  I have a ticket with time spend on May 18th, but I don't see this field in the API  [{"billable":false,"note":"Feedback sturen naar de klant.","id":29000001766,"timer_running":false,"agent_id":29000055853,"ticket_id":500,"company_id":null,"time_spent":"00:15","executed_at":"2017-05-17T22:00:00Z","start_time":"2017-05-17T07:41:30Z","created_at":"2017-05-17T07:41:30Z","updated_at":"2017-05-19T10:11:23Z"}]

We used to have the Jira integration working, but it stopped working a while back and we haven't been able to use it since. I suspect it's related to the shift to using "atlassian accounts" for the jira cloud service we're using but I have no idea. I've tried using the email address and the username itself, and I'm 100% sure the password and domain are correct, but I always get the error message: jira reports the following error : Login failed

Hello, I've been trying to Create a Ticket as Customer using the API.  Can anybody help me? I've been using "support/tickets" and "support/tickets/new" in the URL but the response I get is the HTML of the Login page. Any help would be appreciated. Thanks in advance!

Hi , Does Freshdesk provide any API endpoint to fetch the email of the requester if i have the requester ids or name or ticket ids etc.  Thanks  Rahul

When I enter CTI app setup info, I expect to see an IFRAME containing my SOFTPHONE on the dashboard. However, I do not see an IFRAME containing my SOFTPHONE. I am a developer, so I do not want to pay for a freshdesk account in order to do my development. But this seems to be required. Please advise.

How can I add a custom icon with hyperlink next to he canned response icon in ticket replies?

I want to rename Requester it so it says "email" instead when using the "Feedback Widget"I went to the "ticket_fields" page, clicked "Search a requester" and renamed "Requester" to "email"However nothing changed. When I went back to that field, it was changed back to "Requester".Does this work?

Pull up contact information (name, mail id, organization) of your leads right inside the ticket view from Insightly CRM. Agents can not only see the contact details but track tasks associated with each leads and its status and priority.Installation procedure:Create an account at https://www.insightly.comGet the API token from your insightly accountReplace the username field with the api token of your insightly accountLeave the password field as it is (blank)Save the changes and enable the FreshPlug.

This is patently incorrect behavior so I'm surprised I don't see anyone else reporting it. Set an SLA timer so that tickets w Priority High must be resolved in 1 hour. Take an old (> 1 hour) ticket whose priority is Low - set it to High. SLA alert immediately fires.  SLA's must be set from the time the Priority changes, not from the time the ticket was opened! If no one else sees this perhaps there's something odd with my setup. 

We use Freshdesk at my company for customer support. One of their features that we use, allows us to setup a custom single sign on page for our users, so that they can sign in to the app with their exsting company credentials instead of creating new ones with Freshdesk.Earlier this week, we received an email from their security team asking us to change our implementation of single sign on for security reasons.Full first email here: http://pastebin.com/5Lx6nB6yThe email said that I have to do it before Thursday (2 days from receiving the email) which looked like a very short period. I was worried and replied to them asking what was going on and what I needed to do specifically. They told me to change the order of the SSO attributes from (name, email, secret key and timestamp) to (name, secret key, email, timestamp). The earlier method apparently allows a vulnerability and the new one would make single sign on more secure.Full reply here: http://pastebin.com/Bjgb3ffWSo I went ahead and t

 Hi We'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! -sven

Hi, I've been doing small POC Freshdesk custom app to integrate information from our public facing API to Freshdesk. The eventual app will allow our support agents to check if contacts are authorized from our in-house mini-CRM, but for now, we're just doing a POC to check if its viable. The POC app is very simple, it should only try to get a message form our public configuration API. I've had no luck being able to local test this. I've tried the solution you mentioned here: https://support.freshdesk.com/support/discussions/topics/314311 Unfortunately, in the latest Google Chrome, setting "Load unsafe content" has no effect on this. Please see the attached GIF screencast for a demonstration. The Chrome version I am trying to test on is: Version 58.0.3029.96 (64-bit) We have also had no luck local testing libraries being included as assets. As this app may grow in complexity over time, we would like to build it in ES6. We've tried building our app.js using browserify/babel transp