Archives - Freshdesk

Let's say a customer raises a request and I'm able to "resolve" it by changing a value in the database. I don't know how the value became wrong but as far as the customer is concerned the ticket is "fixed".I create an issue in the bug tracker, link it with the ticket.But what status should I give the ticket?I don't want it to show up as open, that's distracting. I guess I could put it in a custom status like 'Bug'. And then update when the issue status comes back. Will custom ticket statuses ignored by the dashboard? Guess I'll try it and find out.Any ideas on a good way to deal with these scenarios would be much appreciated. Thanks

I'm seeing this message in Google Chrome's Inspect dev toolUncaught TypeError: t.dispatchEvent is not a function

Hi, I've got an issue when trying to create a ticket via API v2. I'm using PHP curl, and the details I'm passing are as follows:array (size=7) 'description' => string 'Test Test Test Test Test Test Test Test Test Test Test' (length=54) 'subject' => string 'Mail subject' (length=12) 'email' => string 'me@danielbell.co.uk' (length=20) 'priority' => string '1' (length=1) 'status' => string '2' (length=1) 'group_id' => int 6000197799 'attachments' => array (size=1) 0 => string '@/public/uploads/f3028783684500f6e99bbcb7edb549fa117c76ac.jpg' (length=61)Here's what I'm actually passing via the CURL_POSTFIELDS (I've stripped 0 from the array so it's attachments[] and not attachments[0]:description=Test+Test+Test+Test+Test+Test+Test+Test+Test+Test+Test&subject=Mail+subject&email=me%40daniel-bell.co.uk&priority=1&status=2&group_id=6000197799&attachments%5B%5D=%40%2Fpublic%2Fuploads%2Ff3028783684500f6e99bbcb7edb549fa117c76ac

My account has been suspended.. Please help me out asap. Thanks, Pawan

Hi, after my trial expired, the ticked page went like this:https://www.dropbox.com/s/2f3vkv7br0ycbxu/%D0%A1%D0%BA%D1%80%D0%B8%D0%BD%D1%88%D0%BE%D1%82%202016-01-27%2015.52.20.png?dl=0Here you can see a bunch of js errors:https://www.dropbox.com/s/abekuag5mc1w4ex/%D0%A1%D0%BA%D1%80%D0%B8%D0%BD%D1%88%D0%BE%D1%82%202016-01-27%2015.54.53.png?dl=0After registering the free plan, everything started working again. So, I'm fine now, just wanted you to know.Thanks for a great tool!

Hey guys,We're currently experiencing an issue in FreshDesk where we don't seem to be able to see any new tickets or change the status of any existing tickets.I saw on your Updates website that there are currently intermittent issues. Is this the cause of the problem that we're experiencing? If so, do you have an ETA on when it might be fixed?Many thanks,John

For the past few days after assigning tickets our dashboard is not refreshing.  

We're currently unable to log in or access any of our Freshdesk services. I'm unable to even ping the server. I'd like to know if this is a problem with the Freshdesk system, or if it's some sort of network outage somewhere between here and AWS.Are other people experiencing this problem?

Hello,We've stopped receiving Email notifications from FreshDesk a couple of days ago.Our settings haven't changed, but it seems like new ticket creations or replies are no longer generation the proper email notifications we had working in the past, and nothing has changed on our can.Is there a problem on your side of things?Thanks,GC

Is there any problem with outgoing email notifications (for example with new ticket created)?Since few days my customers dont get any notifactions excluding new user created...

In Admin>Rebranding, our time zone is set to US EasternThe time stamp on all of our tickets is off by one hour.

I noticed agents are not getting email notifications when users send a service/support request to the our support mailbox. It will sit unassigned until I assign it to a group. Then notifications will work only for those agents that are apart of that group. Is there a way I can setup an email notification if a ticket is unassigned to a group?   

We use ring central and any message that comes in to FD log comes in as an email ticket under "Source". We can go in and change the source to phone later on but the original data stays as an email. Meaning all of our weekend phone call messages that we get on Mondays from over the weekend are already speced as an email. We cannot go in and change the source to phone and have that reflect in the overall workload report.Any voice mail message ticket created is starting out as an email and updating the source to "Phone" affects nothing in the data. . .Is there a way to have all phone messages from now on come in as a "phone" under source automatically?thanks so muchJohnMohu Customer Support Team

Hello - We would like to pay for some work to be done on a Zoho Freshplug.We need to display some custom information pulled from the contact similar to the Capsule Custom Fields Freshplug.Is anyone interested?  Please jsuffet at ecedesign dot com 

Hello Freshdesk,      I am wondering is there any way to get the Accounts / Contacts from in-house database( MySQL or Oracle ) - with some logic.Scenario:  In-house database with all Accounts / Contacts - Need Freshdesk to look from db.Thanks,Senthilnathan

 I am having trouble in querying the contact using phone number. If the phone number contain only numeric e.g. 1234567890, it works fine. However if it contains "-", "+", "(" or ")", the api fails. This means I can not query international numbers or the standard format in which US numbers are written. e.g. "(123) 456-7890" or "+44 1234567890". This creates ambiguity. I passed these characters by encoding only. I even tried to put quotes around whole phone number. https://domain.freshdesk.com/contacts.json?query=phone%20is%20%1234567890 : Pass https://domain.freshdesk.com/contacts.json?query=phone%20is%20(123)456-7890 : Failhttps://domain.freshdesk.com/contacts.json?query=phone%20is%20%2B441234567890 : FailDoes anybody has any idea how to query phone number having such (valid) characters?

I am having a weird problem, I think it's a bug than a feature request. Let's Talk - When agents are OnlineLeave us a message - When agents are OfflineThese two are ideal status update we are planning to use in Freshdesk Live Chat when agents are Online and Offline. Example 1: Agents were online and due to an quick training session, they mark their status as Offline in Chat. At this time a customer tries to contact Live Chat (which still shows "Let's Talk!") and enters his information. As soon as he click on "Start Chat" the message option turns as "We are not around, please leave us a message". This gets converted into a ticket.Example 2: After the quick training session agents get back to their work and turn the chat status as Online. But still Chat displays "We are not around, please leave us a message". Customer or the visitor who are already in the webpage needs to refresh the webpage to change the status. Example 1, is livable, but Example 2, I think it's a bug. When Example 1 ca

This FreshPlug will add the Harvest timer in the upper right of the ticket detail box in the sidebar of the ticket view.  Using the data-item attribute in the Harvest Platform will allow a timesheet entry to reference back to your ticket. Install Instructions: Download the zip file.  Unzip and open the Harvest.txt file  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 check box “Show this widget in ticket view page”  Copy the code from the Harvest.txt file here and click the button "Create and Enable"

when exporting customers it states that it will be sent to the account email but I'm not receiving the csv file. 

Hi,is it possible to update the external_id field on the user (contact) endpoint?I have tried unsuccessfully to PUT external_id. The response is HTTP200, yet nothing is changed. I successfully changed name for the same user, so that proves I can PUT.If it is not possible to change the external_id, should the API return an HTTP4xx?CURL commands attached.ThanksNathan

I can't get push notifications to work on my OnePlus2 (using OxygenOS, a spin-off from Android 5.1). I don't even get in-app notifications for things I should get (the notification pane is completely empty).The first time I installed the app, I got a textbox about having to install something in order for notifications to function properly. I can't seem to get this message to appear again, despite completely reinstalling the app. I don't recall exactly what it said, as I was a bit too busy to take note of it at the time.

Hello, I wrote a library for freshdesk api v2 for my self usage. It's named GasFreshdesk - https://github.com/zixia/gas-freshdeskvar MyFreshdesk = new Freshdesk('https://UR.freshdesk.com', 'TOKEN') var ticket = new MyFreshdesk.Ticket({ helpdesk_ticket: { description:'A description' , subject: 'A subject' , email: 'you@example.com' } }) ticket.assign(9000658396) ticket.note({ body: 'Hi tom, Still Angry' , private: true }) ticket.reply({ body: 'Hi tom, Still Angry' , cc_emails: 'you@example.com' }) ticket.setPriority(2) ticket.setStatus(2) ticket.del() ticket.restore() Logger.log('ticket #' + ticket.getId() + ' was set!')If there's anybody use google apps script with Freshdesk, it might be help.:)

I am using PHP CURL to call the create ticket endpoint on the new V2 APIs. I am creating tickets using the POST /api/v2/tickets endpoint. I am able to create new tickets as long as I don't include the cc_emails key in the parameters I send to the API. The following params work: $params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2); But as soon as I add the cc_emails key / value pair, I get a 500 message from the Freshdesk servers: $params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2, 'cc_emails' => array('peter@pointivo.com')); The same error occurs if I try to add custom_fields to the parameters$params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2, 'custom_fie

Starting somewhere today, it seems that the name email.freshdesk.com has been dropped from DNS. Mails from freshdesk are sent from email.freshdesk.com. This causes smtp servers to block mails from freshdesk - essentially rendering all email from freshdesk to be undeliverable.Two possible sollutions: Stop mailing out from this non existent domain Make a dns entry to make the domain existent again. This problem is very urgent to us (HostingXS / support.hostingxs.nl)

Is there a way to increase the limit for number of API requests per hour?  I wrote a script to keep FreshDesk and JIRA in sync, but I keep running against request limits.