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Archives - Freshdesk

All archived articles of Freshdesk

  • 2,440 Posts
  • 6,096 Replies
2440 Posts
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Apprentice
vinoth.shankaran_oldApprentice
posted in Archives - Freshdesk
Move Redactor to The Top

When there are a number of ticket interactions,it becomes inconvinient to scroll all the way down to work on the ticket. This Freshplug moves the redactor to the top of the ticket menu, so all that time that you spent, previously, scrolling down to the redactor is now yours to waste. 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"

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Contributor
8 years ago
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ben_strachanApprentice
posted in Archives - Freshdesk
Caller ID Inbound Calls

Unfortunately caller ID only works when phone number is in international format. Any suggestions? My customer database is in standard Australian phone number format. 

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8 years ago
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girish.shenoy_oldApprentice
posted in Archives - Freshdesk
When I try to the frsh run command, I’m getting an error. Why?

This error is probably due to a version mismatch between your Chrome extension and your Freshdesk SDK. Check if you’re running the latest versions of both by clicking on the extension in Chrome. They should have the same version number. To download the latest version of our Freshdesk SDK, open terminal and punch in the following command. npm install http://dl.freshdev.io/sdk/frsh-sdk-1.0.0.tgz -g   To download the latest version of our Chrome extension, click here. Also, make sure that you are executing the frsh run command from within your app project directory. If the problem still persists, let us know below!

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Apprentice
8 years ago
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strongApprentice
posted in Archives - Freshdesk
Jquery call

 Hi. How i can make a jquery call? For example, that code dont work: $.ajax({cache: false,url: 'http://www.example.com/example.php',type: 'GET',dataType: 'text',success: function(text){    alert(text);}}); Is possible make that work?

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8 years ago
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kruegerApprentice
posted in Archives - Freshdesk
How to permanently delete an article

Hi,we created a number of articles in the beginning to play around with the tools and different structures but now we cannot find a way to delete them and I am baffeled that I did not find such a basic thing using Google or this site's search? Am I missing something obvious?Thanks in advance,Robert 

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sajesh.krishnadas
Contributor
8 years ago
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Contributor
vika3dContributor
posted in Archives - Freshdesk
How to delete tags and how to add several tags?

I have created some test tags to ticket. They appear in the filter at the left side, but now I would like to remove them. I remove them form the ticket but they are still visible in the filter.Another question is how to add several tags to the ticket at once. I found that I need enter tag, press enter key and then tag option dissapear and I need click on tag tab again and repeat the same steps for the new tag. It would be great if I can enter tags with delimeter like comma or space.

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8 years ago
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Contributor
thanos.massiasContributor
posted in Archives - Freshdesk
Prevention of autoreply wars

We just experienced a case where our helpdesk and the helpdesk of a partner company got into an autoreply war ( i.e. we forwarded a ticket to them, their helpdesk responded by creating a new ticket and sending a new ticket notification, we responded to it by creating a new ticket and sending a new ticket notification and so on ). We believe that in the 'Edit Contact' page there should be an option saying "Do not send a New Ticket Created Requester Notification". This can be used, as a last resort, when you get involved in such a case.

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8 years ago
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alfasoftbyfacebookApprentice
posted in Archives - Freshdesk
Status code 500, when trying to view ticket by ticket id

When I try to view ticket using "helpdesk/tickets/[id].json" (sample below) I get a response from the server: 500 internal server error. At the same time query "/helpdesk/tickets/filter/all_tickets?format=json" returns 200 status code, when using code written below What I do wrong? Here is sample:  final HttpClientBuilder hcBuilder = HttpClientBuilder.create(); final RequestBuilder reqBuilder = RequestBuilder.get(); final RequestConfig.Builder rcBuilder = RequestConfig.custom();      String ticketsUrl = "/helpdesk/tickets/" + ticket_id + ".json";           HttpContext hccContext = FreshdeskAPI.getAuthHttpClientContext(       reqBuilder,       rcBuilder,       hcBuilder,       UriComponentsBuilder         .fromHttpUrl("https://MY_DOMAIN.freshdesk.com")         .path(ticketsUrl).build().toString());     // Execute:      RequestConfig rc = rcBuilder.build();     reqBuilder.setConfig(rc);     HttpClient hc = hcBuilder.build();     HttpUriRequest req = reqBu

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8 years ago
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phacops9999Apprentice
posted in Archives - Freshdesk
Search from outside freshdesk

Hello,I would like to implement a seachfunction from outside freshdesk, because I want to connect freshdesk with out phones.I'd like to search contacts via phonenumber in freshdesk. Something like that:https://DOMAIN.freshdesk.com/search/home/suggest?term=TELEPHONENUMBERThere seems to be no way of search ing via API.Is there any other way?ThanksMarco

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Community Debut
8 years ago
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Contributor
sbeesonContributor
posted in Archives - Freshdesk
Multiple SLA policies

On the plan pages I don't see any tiers that list Multiple SLA policies as a benefit.  I'm on the blossom plan and do not seem to have the ability to add another SLA. Can I get some clarification this feature?

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8 years ago
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rich.lContributor
posted in Archives - Freshdesk
How do I create a webhook to send an email to an external email address?

I want to create a dispatcher rule that sends an email to our PagerDuty service email address when certain ticket conditions are met ("Urgent" in the subject line or submitted during non-business hours). How do I do this? I'm not a developer but I'm fairly tech savvy. I did this exact setup in Zendesk but their UI made it fairly simple to set this up. Poking around through the admin section of Freshdesk I don't see any way to do this other than in the Dispatcher rule itself where I am to create a webhook.  Can somebody help me create this webhook to generate an email to be sent to an email address external to my Freshdesk? Or if you can point me to where this has already been addressed I could probably follow along.

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8 years ago
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Apprentice
sgartnerApprentice
posted in Archives - Freshdesk
Supporting multiple portals in the Garden Plan when using SSO

This is really a solution and not a problem, but there were several forum threads discussing this.  We were told by more than one person in Freshdesk support that in the Garden Plan it was not possible to support Simple SSO with multiple products (websites).  It took some doing (and using features that are not currently well documented) but we did get it to work. First some background from what I learned in this process: Freshdesk multi-product support works off of the request hostname.  So, to get multi-product support to work you create a DNS CNAME record that points multiple (one per product) hostnames to your "default" product page (yourproduct.freshdesk.com).  You will still use https://yourproduct.freshdesk.com to get to your default product page, but you'll use the other host names to get to your other products (you could ignore the default product as well and only use the "other" products by simply not publishing the default product hostname). So, you can have the f

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Apprentice
8 years ago
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Apprentice
girdhar.patelApprentice
posted in Archives - Freshdesk
Caused by: com.freshdesk.mobihelp.exception.MobihelpComponentNotFoundException: Component of Mobihelp SDK not found in your app's AndroidManifest.xml + (com.freshdesk.mobihelp.activity.FeedbackActivity missing!)

Hi, We are trying to integrate mobihelp SDK in Android project using Android Studio 2.2. We have followed the steps as mentioned in Integration guide and able to compile the project. But getting below error as soon as we call MobilHelp.init() method. Caused by: com.freshdesk.mobihelp.exception.MobihelpComponentNotFoundException: Component of Mobihelp SDK not found in your app's AndroidManifest.xml + (com.freshdesk.mobihelp.activity.FeedbackActivity missing!) Can you please help resolve this issue? Thanks, Girdhar Patel Technical Manager - Android

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Apprentice
8 years ago
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Contributor
smstoharpreetContributor
posted in Archives - Freshdesk
Saving contact custom fields giver invalid_field error

So I was trying to follow the API documentation to save a contact with custom fields. Contact is success created with no custom fields. But when I provide custom fields to it,I get error.   $postData = array( "name"=> trim($name), "email" => trim($email), "phone" => trim($phone), "mobile" => trim($phone), "custom_fields" => array("lb_module_id" => $member_id, "lb_user_id" => $user_id, "lb_module" => $module) ); $url = "https://".$this->domain.".freshdesk.com/api/v2/contacts"; $this->curl->setOpt(CURLOPT_USERPWD, $this->apiKey.":x"); $this->curl->setHeader("Content-Type", "application/json"); $this->curl->post($url, json_encode($postData)); if ($this->curl->error) { var_dump($this->curl->response); return 'Error: ' . $this->curl->errorCode . ': ' . $this->curl->errorMessage; } else { return $this->curl->response; }  

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Contributor
8 years ago
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Apprentice
matthew.knill_14445Apprentice
posted in Archives - Freshdesk
Contacts import only showing first 30 entries

When I do a get to https://company.freshdesk.com/api/v2/contacts I only get the first 30 contacts unless I manually use the per_page parameter. Also is it possible to export company name in the response not just the company_id? Code in attached file. Any help would be much appreciated. Thanks, Matt

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Contributor
8 years ago
A
Apprentice
anilchavan096Apprentice
posted in Archives - Freshdesk
gulbraga

Hai friends

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Apprentice
8 years ago
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Contributor
sbeesonContributor
posted in Archives - Freshdesk
Having trouble modifying an element in a custom app

<div id="trcWidget" title="TRC Widget"> Checking </div> <script type="text/javascript"> var istrc = "{{ticket.custom_fields.istrc}}"; if (istrc = null) {alert("It's null")}; if (istrc == "true") { $("#trcWidget").html("This is a TRC"); } else { $("#trcWidget").html("NOT a TRC"); } </script>  This gives me the error  Cannot read property 'html' of null

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Contributor
8 years ago
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Apprentice
vinothApprentice
posted in Archives - Freshdesk
Redirect to ticket list after closing ticket

When you close a ticket, instead of pulling up the general "Tickets" page so that you can get cracking on the next ticket, Freshdesk grounds you on the same page. However, with this Freshplug, you can quickly move onto the next ticket list by directly opening the "Tickets" page, everytime you close a 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"

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Community Debut
8 years ago
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Apprentice
gerenciaApprentice
posted in Archives - Freshdesk
API counter view

I want, and need, to get list of tickets, agents, etc, with a method to get total list. Example: /tickets I get 30 tickets, if I want to know I need to call again and again same method, then count list. A better method is a resource, tickets/count, contacts/count, with filter option, or better in the same answer get: Tickets ['total' = 29, 'page' = 1, 'next_page' = ] for this specific view as Zendesk.

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Apprentice
8 years ago
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Contributor
sbeesonContributor
posted in Archives - Freshdesk
Trakdesk v Freshdesk

I'm evaluating every ticket tracking software I can find.  Freshdesk is definitely leading the charge.  However, I'm also trying Trakdesk and there are some uncanny similarities.  What is the relationship between Freshdesk and Trakdesk?

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Contributor
8 years ago
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Contributor
sbeesonContributor
posted in Archives - Freshdesk
How do I authenticate using Polymer's iron-ajax

Has anyone done this?  I tried sending it as a param based on the nodejs sample but it doesn't seem to work. <template is="dom-bind" id="app"> <iron-ajax auto url="https://mhchelpdesk.freshdesk.com/api/v2/tickets" params='{ user: apikeyhere, pass: "X", sendImmediately: true }' handle-as="json" last-response="{{ajaxResponse}}"></iron-ajax> <template is="dom-repeat" items="[[ajaxResponse.items]]"> <mhc-ticket ticket-id="[[item.id]]"></mhc-ticket> </template></template>

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8 years ago
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Contributor
sbeesonContributor
posted in Archives - Freshdesk
What is Highrise and how is it related to Freshdesk?

I noticed the API url is freshdesk3.highrise.com so I was curious.  

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Contributor
8 years ago
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Contributor
sbeesonContributor
posted in Archives - Freshdesk
Typo in advertisement

There is no space after the comma.  Also, the comma is unnecessary. Also it's a poor photoshop job around his right ear.  :)

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Contributor
8 years ago
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Contributor
thanos.massiasContributor
posted in Archives - Freshdesk
Redirect for agent edit page

If the link to the user page of an Agent ( the link at the Requestor Info section of the ticket page ) is: https://myaccount.freshdesk.com/users/1111111111 then the browser is redirected to:https://myaccount.freshdesk.com/agents/2222222222 as expected. This is the correct action. This should also happen with the Agent edit page. For example, if the link is:https://myaccount.freshdesk.com/users/1111111111/editand the user is an agent, the browser should be redirected to:https://myaccount.freshdesk.com/agents/2222222222/edit ( CORRECT ) instead of: https://myaccount.freshdesk.com/contacts/1111111111/edit ( WRONG ) which is what currently happens and which is correct only for regular users.

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Contributor
8 years ago
A
Apprentice
andreas.schwallApprentice
posted in Archives - Freshdesk
Scenarios by API

 Hi, haven't found anything yet, so I try it here now. Is there a way to execute a scenario for a ticket by the API? I also tried already a CURL Post on myname.freshdesk.com/helpdesk/tickets/ticketid/execute_scenario and a direct request on the entire URL, but both give me a 404 Any suggestions? Regards Andi

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8 years ago

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