Archives - Freshdesk

So, really simple. Solutions can be embed and used via mobihelp in apps, etc. Is it possible to embed solutions like in the app on web installations, like wordpress? BR, Lukas

Hi We have a few custom statuses in Freshdesk. When we get details of all tickets from the API, this includes a "status" field which includes a number. A few different statuses seem to be returning 5 for this, which would be "Closed". Any ideas what would be causing this?

Hello, Is there a way to block access to all users to have access to only their own tickets ? I am not talking for agent but really for end user. Currently my users can see all opened tickets which is an major issue.

Hi, Can someone please confirm if 1.0 API is deprecated? I am getting 500 internal server error issue consistently, on Create and Update calls. Please let me know if am missing something. Thanks, Nag

Since yesterday, we are facing issues with the language that is automatically set for a customer in the customers database when the customer does not exist yet and writes a ticket. After thoroughly checking this, we can confirm that e.g. emails solely written in German with no English word, are not recognised as such and the language is set as English. We currently need to manually fix this for each customer and would appreciate a fix as it worked well before.

I'm evaluating your SDK in an iOS application, using your latest Cocoapod (as of 11/15/2016), and although the ViewControllers for FAQs and Chat are there, and we're able to navigate to them correctly, there is no content on their screens. Curious as to what steps we might need in order to see our content? We used the instructions from your website for integration of your Cocoapod and API usage - the fact that we do see your ViewControllers suggests that those basic steps were performed correctly.  But, I assume we've missed something because of the lack of content. Appreciate any guidance you can offer.  Thank you.

Hi,Just wondering if this is possible to change - I had a good look and can't see the setting anywhere. We'd like to adjust the default behaviour of the Reply button, so it replies only to the requester and not everyone CC'd in. This is because we sometimes get blanket emails that have CCd in our competitors, and don't want to accidentally CC them in the reply. Hope someone can help,Thanks,Cat

Hi, We have a use case that has become very frustrating to deal with. Agent forwards a customers email to a FD User. If the User to whom the ticket is forwarded replies to that email, a private note is created. this is the expected system behavior and works fine! If however another FD User responds to the same fwd. email, it creates a public note. Forwarded emails from a case can go to different internal teams and users but in no way do we want to have a public note created as it ends up going to the requestor (customer) which contains private internal confidential info. we have tried all possible work arounds but there doesnt seem to be a solution to this. Is there a freshplug that converts public notes to private? Or removes content of a public note when an agent replies to a ticket?

We have phone support that we enter ourselves. These display as "new" in the ticket list until a reply is sent to the customer - we dont need to do this but the response SLA keeps being breached on all tickets that are not via email. Is there not a way to deactivate the response SLA on a ticket? Also a scenario with an email sent to a customer is not registering as a reply and therefore the response SLA is still active - bug?

Something I have noticed which is causing some problems within my company: Scenario: Customer A initiates a ticket via email with Customer B as a CC recipient. Agent responds to the ticket. Customers A and B receive email. Customer B responds to Agent's message. When Customer B responds to the Agent's message, the blue "Customer Replied" label is not applied to the support ticket in the Agent's Tickets display. I think this is because Customer B was not the initiator of the ticket. Shouldn't the Agent be notified if Customer B replies to the ticket? Their reply is often just as important as Customer A's. I would appreciate you looking into this issue. -Martin @ Spinnsoft

Hi All,When I browse to our Freshdesk home page, our logo does not appear in the top-left corner of the screen. However, if I click on the Log In or Sign up link, the logo appears on these pages. Additionally, if I am logged-in, the logo appears on the home page.This appears to be a recent issue. Has anyone here experienced this?Many thanks,Ken.pcferret.freshdesk.com

I don't want any tickets to be generated from any kind of emails.I need an option that reads:"Disable ticket generation from emails: ON/OFF"Can I get this option please?

We've come across a problem with the email a user receives when they open a ticket before creating a FreshDesk account.  (we've got a form on our website that allows them to quickly submit a ticket) The user will get an activation email: A new Support account has been created for you. Click the url below to activate your account and select a password! https://xxx.freshdesk.com/register/sadfasfdsaf If the above URL does not work try copying and pasting it into your browser. If you continue to have problems, please feel free to contact us. The problem is we have enabled Google/Facebook oAuth and don't want to force the user to "SELECT A PASSWORD" in Freshdesk. They need to be able to utilize one of those services to authenticate into their new account just like they can when they create an account BEFORE submitting their first ticket. --Ed

Since the 20th we have been facing this issue. We use customer mail server and the some of the mails that are coming to the Freshdesk are duplicated. Past two days, we have also noticed a delay in receiving emails. the delays ranged from 30 min- 1.5 hour. We have raised a ticket on the 20th with Freshdesk, but the team is still working on. % days and there is no solution which is just unacceptable  I would appreciate if Freshdesk understands how important it is to fix these service issues on time. 

YOUR PROBLEM A frustrated user opens a ticket. Your customer agent knows the solution. What's the best way to show the user without wasting your agent's valuable time copy/pasting screenshots?OUR SOLUTION How iorad for freshdesk works.Fire open the iorad for freshdesk app and just click through the solution steps behind the capture frame. That's it. iorad does the rest. It magically breaks the captured events and screenshots into steps, highlights where the action took place, and creates directions based on what the agent did. Click finish and it’s instantly attached to your ticket and simultaneously posted to your solution center knowledge base. No uploading. No screenshots.

Hi. I am assigned as tech support in our company account in freshdesk. But once I was login in our external app called playbook and i create or send i ticket, I did not receive any ticket sent by me in freshdesk. Does this affect me being a tech support or does my filtrering in listings the ticket has a problem. Please do reply asap. Thanks

<div id="edit_ticket_toolbar"></div> <script type="text/javascript">   jQuery('#edit_ticket_toolbar').closest('.widget').removeClass('widget'); // Hide widget from sidebar   jQuery(document).on("ticket_view_loaded", function(event, data) {     var obj_target = jQuery('#watcher_toggle').parent();     jQuery('<li class="ticket-btns"><a class="btn info" id="edit_ticket_btn_toolbar" title="Client Details" href="http://www.docs2data.co.za">Client Details</a></li>').insertBefore(obj_target);   }); </script>

I'm trying to embed a Kibana Dashboard into Freshdesk - URL format like so: <iframe src="http://35.165.116.247/goto/aeed7ad23d62cf7abbb7b132bfe16717?embed=true" height="600" width="800"></iframe> (IP changed for privacy purposes) It won't render, yet I can create a minimal HTML document with the same code: <html> <head></head> <body> <iframe src="http://35.165.116.247/goto/aeed7ad23d62cf7abbb7b132bfe16717?embed=true" height="600" width="800"></iframe> </body> </html> and it renders just fine. Any tricks/tips for getting embed/iframe to work p

I came across freshdesk sometime back, the way they treat their employees and the work ethic and support is awesome. We have already fully integrated the platform with our core system. few issues we notice are: 1. on widget when user submit a ticket he type a subject line, the knowledge base shall automatically pull up suggestion from the subject line, this does not work. same knowledge base in widget search option do not work, it just keep spinning, may want to look into this.  2. In knowledge page website i see the following search field: "How can we help you today?" whatever i type in that search field, it does not work. output is empty.

My users are reporting that the search function is frequently slow and unresponsive, which is hurting their productivity. Are others having similar problems?

Hi Fresh Desk, Since a couple of days the ticket view is not loading correctly. Loading indicator stops at: It seems to be the same problem as reported in forum ticket: https://support.freshdesk.com/support/discussions/topics/312744

Good afternoon, This is more of an intermittent problem. When we receive tickets through to our helpdesk, there are occasions when we hover over the ticket and summary details show for a different ticket. This leads to us having to request further emails from our clients. Is this a known problem and if so, is there a way to avoid this from happening in the future? If required, further details of specific tickets can be provided. Many thanks, Leon

I am trying to pass in data from a newly created freshdesk ticket. The ticket number is passed in correctly, but not the email from the requester. So I am using a Dispatchr webhook rule that does a GET to our company's API. The webhook looks like this: GET http://<custom-app-URL-redacted>?email={{ticket.from_email}}&ticketId={{ticket.id}} If I 'hard code' the email in the app the 'GET request' succeeds.  I'm having an issue with getting the email from the ticket to be passed on in the webhook. The node.js code follows: (Line 3 is where I am having issues.) p.s. there is an open ticket with freshdesk support for this, but I haven't had any helpful insight yet. var request = require('request'); var util = require('util'); var email = '/requester_email'; var authToken = pro

We have alot of company / contacts which contains alot of custom fields like City , Province , Integration, Manager etc...Here is the problem, the search of freshdesk prioritize the content over the name of the contact or company.For example, we have many companies which the custom field "CITY" is "DONNACONNA". But we do have many Companies NAME which also contains "DONNACONNA" like "DONNACONNA FORD" or "DONNACONNA TOYOTA".The search bring on the upfront all the company where city = donnaconna we don't even see on the first page the company NAME which contains donnaconna which is more important than the city itself. For us the search is completly inefficient because of this.

We've been using Freshdesk for a while now to keep track of problems in our community and I'm pulling my hair out with agents using the iPhone app and seeing "null" appear in the "All Tickets" view. I just can't see anything relevant and important in the full ticket information that would display as "null". This doesn't occur in the Windows or Android versions of this view. I found one old report of this problem here but it wasn't clear whether this problem was identified or solved. I had them reinstall from the iTunes store, so they are up to whatever the store has, which is listed as v3.2.2. Screenshot attached.