Archives - Freshdesk

Hi, I am just getting started to develop a freshdesk app project using AWS Javascript SDK. Before getting further, I have followed the instruction from AWS to simply include <script src="https://sdk.amazonaws.com/js/aws-sdk-2.7.20.min.js"></script> in template.html and simply created an object var s3 = new AWS.S3(); or  var s3 = new window.AWS.S3(); in app.js for a test. However, it returned  "Uncaught ReferenceError: AWS is not defined" OR "Uncaught TypeError: Cannot read property 'S3' of undefined" in console log when I tried to run it from browser. May I know any limitation or need any attention to work with AWS Javascript SDK? http://docs.aws.amazon.com/sdk-for-javascript/v2/developer-guide/js-sdk-dv.pdf

 Hi, Everything was working fine. But suddenly i started getting this response "message":"We're sorry, but something went wrong.". Where would be the problem and how it can be figured out. Please suggest a solution if anyone has faced this issue. This is the complete form of error: Error, HTTP Status Code : 500 Headers are HTTP/1.1 500 Internal Server Error Cache-Control: no-cache, no-store, max-age=0, must-revalidate Content-Type: application/json; charset=utf-8 Date: Fri, 25 Nov 2016 07:08:28 GMT Expires: Wed, 13 Oct 2010 00:00:00 UTC Pragma: no-cache Set-Cookie: _x_w=19; path=/ Status: 500 Internal Server Error X-Freshdesk-API-Version: latest=v2; requested=v2 X-Rack-Cache: invalidate, pass X-RateLimit-Remaining: 4998 X-RateLimit-Total: 5000 X-RateLimit-Used-CurrentRequest: 1 X-Request-Id: 8502dc9a964ad29b7568abb0e788398c Content-Length: 52 Connection: keep-aliveResponse are {"message":"We're sorry, but something went wrong."} Thanks in advance.

Sometimes agent collision works, sometimes it just doesn't. I will keep investigating a similarity between times it doesn't work. Very important feature though that is currently unreliable. 

I add js code (in New topic portal page) to hide optionGroup topic list, but it does not seems to work ...  (I test locally and it works, but when test on freshdesk site it does not work ...) thanks for info

SERIOUS ISSUE See attached screenshot,  Total time across page, does not match the time down the page. Across top of page - total hours tracked 6.58 Time down page - 6.35  This is serious issue and I will be unable to correctly charge my customer with this  SERIOUS ISSUE

Share the ticket URL with your customers and make it hassle free for them to check the ticket status without having to log into the customer portal.

Hi, I tried to develop a zoom.us integration (same as you have for TeamViewer/Hangout/etc..) but with no luck. Could you please help me with developing the integration? I would like to: - have a button on the ticket details page - clicking the button will create a new meeting on zoom.us - meeting URL will be added on the replay (on edit not, without submitting the reply) - zoom.us will launch on the agent side I really think you need to have this integration in general since zoom.us is very popular remote meetings and support application, but if you are not planning to add it, will appreciate your assistance with developing it as a custom app. Off course - i will publish it once it will be done :) Thanks in advance! Yoav Melamed

Sometime I forget to add the time entry on my tickets. So I wrote a little Script to move the time widget up and make it red, if no time entry is set. <script type="text/javascript"> jQuery('#TimesheetTab').insertBefore(jQuery('#TicketProperties')); var myVar = setInterval(function(){ checkTimeentry() }, 2000); function checkTimeentry() { var time_total; time_total = jQuery('#timeentry_timer_total').text(); if (time_total === '00:00') { jQuery('#TimesheetTab').css('color', 'red'); } else { jQuery('#TimesheetTab').css('color', ''); } } </script>  

I've switched all my use of the FreshDesk API over to V2 except for the need to get tickets based on filters.  I have a bunch of apps that use tickets retrieved by the 10 digit ID. When will V2 let me retrieve tickets using such filters? Thanks.

Hi, This is a strange issue that append since yesterday. I've build and publish an app that uses DataStorage to store additionnal infos (a simple ID linked to a ticket). The perfomed action is quite simple (it's almost the same as the example provided in the documentation :   this.$db.set( "ticket:" + ticket_id, { "RedmineIssueId": related_id}) It used to work well during a couple of hours, but suddenly stoppend working without any changes to the code. I'm also pretty sure I didn't reach the Data Storage API limit. Now, the api give me this response :  response:"The value cannot be blank and should be of type JSON"status:400 Here is the payload:  {data: {RedmineIssueId: 6328}, dbKey: "ticket:22001382439", action: "store"} As you can see, the value isn't blank and is of type json

Hi, This is a strange issue that append since yesterday. I've build and publish an app that uses DataStorage to store additionnal infos (a simple ID linked to a ticket). The perfomed action is quite simple (it's almost the same as the example provided in the documentation :   this.$db.set( "ticket:" + ticket_id, { "RedmineIssueId": related_id}) It used to work well during a couple of hours, but suddenly stoppend working without any changes to the code. I'm also pretty sure I didn't reach the Data Storage API limit. Now, the api give me this response :  response:"The value cannot be blank and should be of type JSON"status:400 Here is the payload:  {data: {RedmineIssueId: 6328}, dbKey: "ticket:22001382439", action: "store"} As you can see, the value isn't blank and is of type json

Login through login/sso is rejected if the "name" value contains accents. It may also be the case with the "email" value, but I have not tested it. For example, ".../login/sso?name=Physioth%c3%a9rapie&email=..."  Calculation of the hash is done using the original value. If we remove the accent, i.e. replace the e-acute by a plain e, it works flawlessly. Is there something we are doing wrong?

Is it possible to retrieve a company record providing a custom field or the name?

Hi, In earlier APIs, Agents did not have a separate API for create & update. Is there any such common API now for an admin to manage both contacts and agents, instead of using different APIs for each? Thanks, Nag

Hi I need to submit tickets from anonymous user with API (post on /helpdesk/tickets.json). I do not need other action for users. What can I do?

Pull up the requester's campaign details and contact information from Hubspot and see them right next to their contact information in FreshdeskInstructions  Download the zip file. Unzip and open the .txt file Replace the API token key in the plug code with Hubspot’s API key (you can get the API key for your account by sending a request to HUnspot team by going to Hubspot menu(top right corner) => integrations => request api(left sidebar) , fill the details and they will reply via email with your account's api-key ) Copy the code from the file Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button Give a Name and Description to this plug for future reference Select the text box “Show this widget in ticket view page” Copy the code from the .txt file here and click the button "create and enable"

While we are a company based in Europe, we are being billed in US dollars (which ends up being much more expensive than in euros). There is no elements in the interface to choose the right currency.

Hi all,I would like to activate forum tab and relatives functions,how can I do it?Thank you

It would be useful to get the article URL slug returned with the article endpoint when using the API

It would be very useful to have the URL slug returned with the article endpoint in the API.  i.e. If the article URL is: http://support.companyname.com/solution/articles/3000000111-this-is-the-name-of-the-article The API should return either  3000000111-this-is-the-name-of-the-article or the full URL http://support.companyname.com/solution/articles/3000000111-this-is-the-name-of-the-article

Use this plug along with the native Capsule integration to pull up the custom fields of a contact inside Freshdesk. Download the zip file. Unzip and open the .txt file. Replace the API token key in the plug code with Capsule CRM API Authentication Token. You can get the api authentication token from your Capsule CRM account (My Preferences -> API Authentication Token). Copy the code from the file. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button. Give a Name and Description to this plug for future reference. Select the text box “Show this widget in ticket view page”. Copy the code from the .txt file here and click the button "create and enable"

i'd like know how to hide the command "simon says" in freshdesk.Antonio

Major Hole/Bug in Multiple Products & Multiple Portals:I tested and verified the following:Client (Ticket Requester) has tickets submitted with multiple different products that are supported via Freshdesk under the Estate plan with multiple product support.Product 1 doesn't have a portal enabled (we do not want to expose Product one ticket details at this time on a portal) Product 2 does have a portal enabled The Ticket Requester can login into the portal for Product 2 and then see all tickets in the Freshdesk instance regardless of product selected in the ticket. Thus the client can see all the tickets for Product 1 that we don't want them to see by logging into Product 2's portal.This is a major flaw in multiple product support.

@Riponrudwan7

Has anyone been able to embed a support ticket form within their site? I know you can do this with the feedback widget code, but I don't see that option for the support ticket. We have a support page within our web app and would prefer not to send the user outside of the app in order to submit a support ticket. Thanks in advance for the help!Andy