Archives - Freshdesk

hiim new, this system is perfect.i have one question, after changing language of the system, Requester* & Subject* & Description* namesat the new ticket pagehttps://pcadmin.freshdesk.com/support/tickets/new are still in english,can i change them manualy ? thanks.sharon.

We are experiencing a total Freshdesk failure today.  Delayed incoming calls/voicemails and cannot dial out.  Cannot get through to service.  Anyone else?

We want to move forum posts from our old user forum software to FreshDesk. but we are missing functionality to create forum posts with attachments. 

I personally use MailJet for mail integration, I really would like it if freshdesk integrated with them. They're a great service.

How would we construct an API call to view the dashboard metrics (open, overdue, pending, etc) via a third-party app? Is it related to view tickets?

 I submitted a ticket 4 days ago about being double billed at two banks for the last two months and have heard nothing back.  Is this typical?  Is there a number to call?Thanks,Chuck 

Hi Freshdesk, Please cancel this redirect that leads to temp link. Our URL is as belowhttps://mastergardenersclub.freshdesk.com/support/homeOnce you click on login it will recirect to temp link. http://masterga.nextmp.net/mgc/wp-login.php?action=freshdesk-remote-login&host_url=mastergardenersclub.freshdesk.comWe need to cancel this redirect asap please. 

How to integrate avaya one x agent with freshdesk?

I'm receiving status 500 with the message <h2>We're sorry, but something went wrong.</h2> <p>We've been notified about this issue and we'll take a look at it shortly.</p> when adding a note to a ticket using the api. 

For the last couple of days FreshDesk Sprout has not been working. We have tried several browsers and the result is the same for all of them. The page will not load.I there something going on?

Hi Guys,I'm new in Freshdesk Please tell me is it do able to pull all  tickets with only Responder_id or responder Email?

"contacts.json/"+ urllib.urlencode({"query": "mobile is %s" % contact_number }) Pls let me know when I get this kind of error while accessing contact list.

If we start with Sprout and have 2 agents, can we upgrade/downgrade at any time?If we pay for a year at a lower package, will it just pro-rate for the next package going up?

We recently switched to Gmail for our support mailbox. We followed the directions to have gmail forward all incoming emails to FD. Unfortunately, the majority of our requesters emails were getting caught by the gmail spam, so they were never being forwarded. We would have to go back retroactively and forward the emails one by one. When they would come through in FD, they would show support@mywebsite.com instead of the original requesters email. Thankfully, you could see the email of the requester in the stuff at the top showing it was forwarded. My agents then have to manually change the emails on each and every ticket, resulting in a major loss of efficiency.After multiple calls to Gmail, they had us set up some filters to disable the Spam filter so that no emails go there. The emails are now being forwarded to FD. The problem is that these emails that should have gone to spam in Gmail, come through in FD without the requestor's email - it doesn't even show it in

I have set admin rebranding to GMY+T pacific time and the time is offby 3 hours. Please help!Thanks,Dan

Its a huge blunder of the system (or our agents) that I see some very important emails/leads coming to freshdesk are marked as DELETED.If they are deleted by human, is there a way to see who did it? Or is there a posibility that system marked it as deleted for some reason?ThanksNeeraj

What classifies a post as "company post"?Thanks!

hi,I would like to be able to have our costumers attach an image to a costum form that creates tickets in freshdesk.I haven't been able to find much information on the subject, but this is what i found: https://support.freshdesk.com/support/discussions/topics/17744I'll compress and encode the image in my end, and that works great, but i'm having some trouble when making the json object and sending it to freshdesk. This is how i imagine it should look like (and what i've tested):{ "helpdesk_ticket":{ "subject":"Product issue", "description":"description", "requester_name":"Name", "email":"ab@aiaiai.dk", "source":1, "ticket_type":"Product Issues", "custom_field":{ all my costum fields }, "attachm

Hi,The customer satisfaction rating page is completely in english. Is it possible to translate it ?RegardsClément

Hello,I'm integrating Freshdesk into our BSS. We need to record that customer had issue, and link to Freshdesk from BSS.Using API, I want to fetch only tickets that have been modified after XYZ timestamp.(Only need to scan tickets that have changed).Currently we fetch ALL tickets, and filter on our server. But this is wasteful (and we hope to have many tickets, at which point, this strategy will no longer work).I have tried the following LAST_CHECK = "2016-01-01T00:00:00-04:00" "https://domain.freshdesk.com/helpdesk/tickets.json?query=" + URI.escape("updated_at > {LAST_CHECK}" "https://domain.freshdesk.com/helpdesk/tickets.json?query=" + URI.escape("updated_at is_greater_than {LAST_CHECK}"Though LAST_CHECK is 14 months in the future, this call just gives me all tickets.I have tried other date formats, but cannot find one that works.

During testing one of our agent reported that two solution categories have vanished. Is there any advanced logging anywhere to show if someone may have deleted them?Or a way of retrieving them?thanks

I have followed the instructions located at: https://support.freshdesk.com/support/discussions/topics/771and using the assetUrl suggested still does not work. I still see the following in the javascript console of the browser (both firefox and chrome):Blocked loading mixed active content "http://foo.freshdesk.com/loading.html?ver=2"Please let everyone in the community know how to load your javascript widet when using ssl.

Is it possible to create a company and a contact from within our own software? We have a lot of remote installations with usernames stored on the locations. It would be very handy if we can program a link that would register the Company in freshdesk and register the contact. That way we only authorise users that are logged in to our software to register in the helpdesk system.

I was wondering if there is a way to limit the file size of attachments in the feedback widget? If not, is there a way to find out what the current limit is? We would like to inform users about the limit so they don't get frustrated when large files don't work.Thanks for your time,Heather.

 Since linking all our FD tickets with JIRA issues we are finding that sometimes (in ways we can't reliably repeat, updates made in one system aren't being tracked through to the other.For example:1. Customer raises a new issue in FD > Freshdesk Agent creates JIRA issue (and assigns it) > Customer adds comment in FD > comment does not pull through in JIRA (both FD and JIRA issue show as open, but JIRA user cannot see latest FD comment) 2. Customer raises a new issue in FD > Freshdesk Agent creates JIRA issue (and assigns it) > JIRA user adds comment and resolves issues > Customer adds comment in response via FD > issue still shows as resolved does not revert to open (comment does however pull through in JIRA and FD, but the issue is in the wrong workflow state)3. Customer raises a new issue in FD > Freshdesk Agent creates JIRA issue (and assigns it) > JIRA user adds comment and resolves issues > FD does n