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Archives - Freshdesk

Archives - Freshdesk

All archived articles of Freshdesk

2,440 Posts
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2440 Posts

v.braultApprentice

posted in Archives - Freshdesk

Can not access button click

I would like to do some actions when a button is clicked but nothing happens when i do the following : <!DOCTYPE html> <html> <head> </head> <body> <input type="button" id="updateButton" value="Update ticket"/> <br/></br> <table cellspacing = '10'> <tr> <td> <b>Result</b></td> <td> <div id = 'result'></div> </td> </tr> <tr> <td> <b>Code</b></td> <td> <div id = 'code'></div> </td> </tr> <tr> <td> <b>Response</b></td> <td> <div id = 'response'></div> </td> </tr> </table> <script src="https://ajax.googleapis.com/ajax/libs/jquery/1.11.3/jquery.min.js"></script> <script> jQuery(this.$container).find(document).ready(function(){ jQuery(this.$container).find('updateButton').click( console.log('te

kontaktApprentice

posted in Archives - Freshdesk

integrate solution on other websites, etc.

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

andrewsmithContributor

posted in Archives - Freshdesk

Custom Statuses in API calls

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?

sebastien.boyerApprentice

posted in Archives - Freshdesk

User access on the portal - should see only their own ticket

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.

_14957Apprentice

posted in Archives - Freshdesk

Is 1.0 API deprecated? Hitting into 500 Internal server error consistently.

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

johannes.riebleContributor

posted in Archives - Freshdesk

Customer language not set correctly in database

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.

markus_14961Apprentice

posted in Archives - Freshdesk

Not seeing content for FAQs or Chat (iOS application using Swift 3)

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.

cat.mcgintyApprentice

posted in Archives - Freshdesk

Change default behaviour of Reply button to NOT Reply All

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

asim.khattakContributor

posted in Archives - Freshdesk

Public note added to tickets when different Users respond to forwarded emails from ticket

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?

marc.turnerContributor

posted in Archives - Freshdesk

"new" tickets that dont require a reply

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?

martin_14579Contributor

posted in Archives - Freshdesk

Reply Notification Problems

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

ken_13977Apprentice

posted in Archives - Freshdesk

Custom logo not appearing on home page

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

andres.gonzalezApprentice

posted in Archives - Freshdesk

Disable Automatic ticket generation from email

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?

eestesApprentice

posted in Archives - Freshdesk

User Activation Link

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

pradeepApprentice

posted in Archives - Freshdesk

Duplicate tickets and delay in receiving emails

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.

sunpatelApprentice

posted in Archives - Freshdesk

iorad for freshdesk - Bring your Solution Center and Ticketing to Life

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. No Mess.It's not just for agents, your users will love the solution articles too!You have lots of users and they all learn a different way. Some like to practice, and others like to see all the steps in a list. Print a hard copy? View it on their phone? Translated into their native language?iorad's got you cover

roseApprentice

posted in Archives - Freshdesk

Cannot receive ticket in freshdesk

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

farren_14847Contributor

posted in Archives - Freshdesk

How do I get this to show on the customer details tab for companies

<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>

keith_11877Contributor

posted in Archives - Freshdesk

Can't embed Kibana dashboard in FD Solutions

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 properly inside Solutions framework? Could it be HTTP vs HTTPS issue? -K

support_14551Contributor

posted in Archives - Freshdesk

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.

bmercerContributor

posted in Archives - Freshdesk

Anyone else having problems with the search function?

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

avosApprentice

posted in Archives - Freshdesk

Ticket details form not loading on first view

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

leonApprentice

posted in Archives - Freshdesk

Ticket summary doesn't always show correct details

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

dbergerApprentice

posted in Archives - Freshdesk

node.js passing in customer email to custom app

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 = process.env.TOKEN; var url = util.format("https://<api endpoint redacted>/users/find?email=%s&authToken=%s", email, authToken); var ticketId = '/ticket_id'; var express = require('express');

pldeschesnesContributor

posted in Archives - Freshdesk

Top search query is not efficient/broken (wierd prioritize)

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.

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