Archives - Freshdesk

We have not been getting notifications, and replies are not going out to our customers.

We have four products on Freshdesk, each one having a separate portal on its own domain.Our plan allows us to have one free SSL certificate, so we used it for one of our portals. The other three products don't have SSL certificates.The issue is, when a user requests a password reset, Freshdesk always sends an https link. Since we don't have certificate, the user's browser blocks the page.There must be a way to choose http or https for each product. Currently, this is set once for the entire account and all its products.The only solution now is to purchase a certificate for each product. Every certificate costs $180 a year, which makes it a terribly expensive solution, especially given that we don't really need those certificates.

When we add notes to tickets (either open tickets or tickets already assigned to someone else), the agent adding the note is automatically assigned. If this an intentional feature, we would LOVE the ability to be able to turn it off at our institution. It causes a lot of trouble for us as our part time agents often unintentionally end up with sensitive tickets that belong to another group.

Where do I go to see what forums I have created. I have a few portals where I want to assign forums to portals. I created a main category and assigned it to another portal. Now I can't find where to erase it. If I do the drop down, I don't see it. If I try to recreate it (thinking it is gone), it tells me it already exist...but I can't find it. Lost.

I've tried passing a credentials object or even passing the API key in the URL, but every request is returning require_login:true.Invoke-RestMethod -Method Put -Uri "https://[redacted API key]:password@mydomain.freshdesk.com/helpdesk/tickets/12345678.json" -Body (ConvertTo-Json $body) -Header @{"Content-Type"="application/json"}Any ideas?

We have multiple products and the problem here is, that the forum and solutions categories are also displaying in my main customer portal. So it would be good to disable main customer portal or assign different categories to it. Otherwise my customers may use both portals which are actually for different purpose.

How do you restrict certain forum categories to a specific product?So when you go to product.mydomain.com it only shows a certain forum category?  In other words, I don't want a particular forum category to show against the generic support.mydomain.com.When adding a new forum it doesn't give the option to restrict the forum to a solitary product.Any ideas

 Hi,As agent if I follow a forum via activating the 'follow star' I'm notified via email whenever a new topic is added in the forum. But I also need to receive an email notification for each change for in all the topics. Is there a way to get email notifications for each post in a forum?Thx and greetingsNicola

My app is dependent on ABS. Since Mobihelp uses app compact library, I am not able to integrate it. Plz guide on how to proceed. 

Hi,When creating a new ticket, or when editing an existing one, there is no longer a dropdown for "product".  I have two products setup and don't recall making any changes recently that would cause this to disappear.

There needs to be some sort of error message letting them know they are out of passes, or to promote them to a full time agent. 

 We had some help-desk tickets in our system, and upon merging some of them, which become closed, we noticed that the private notes had disappeared.This is not good at all, as this makes it very difficult to track down crucial information that was sent to an agent. In other words, the evidence of what we wrote is gone! Please help!

Hello, I want to implement premoderation of all replies sent to customer. As far as I understand it is not a standard feature. So my idea is the following, create 2 Groups - Moderators and SupportTeam.When a ticket is created by the customer, it gets the Group of Moderators. At this point I need to create automatically a copy of the ticket with Group = SupportTeam and Requester = null, dummy or the Agent from Moderators team. When the ticket is resolved by SupportTeam, one of the Moderators reviews and copy-pastes the results to the initial ticket and the results go to the customer. My question is - is there an easier way? If not, then how to automate the creation of the ticket for SupportTeam? Dispatch'r Actions doesn't have a "create new ticket" option.

Hi Team - We are currently testing Freshchat for deployment and have found the following behavior.1. We embed the Freshchat script into our desktop application on a static HTML page2. We can launch chat, interact with customers etc OK3. After closing the chat session we "Convert to new Ticket", detail the ticket and all is good4. Say 45 mins later the user launches a "new" chat (following on from the last conversation) with a new issue / topic, closing the chat session does not give the option to create new ticket / merge chat into ticket. It adds the chat notes to the existing "Resolved" ticket.What are out option for handling this scenario?Regards,Justin

HiI would like to make a small change to our support portal Login page, to be clear this pagehttp://freshtheme.freshdesk.com/support/loginAll I would like to do is place a background image on this screen, can anyone give me some example code for this to place in my css?Kind RegardsDavid

 Hi, I find quite annoying that the "0" disappears from the phone field.All my client (UK) use number format as 07707 xxx xxx or 0208 xxx xxxx It may be just matter of having the right format on the field, isn't it?

 Sometimes when we receive an attachment in a ticket that is a Microsoft document of some kind (usually Word or Publisher), we can't open it and it says the file is corrupted.Yet, if the person emails it to our personal email, we receive it, and then can open it with no problems at all.We have researched this and we did find one instance, a link was in the document, and depending on the settings in Word, Microsoft does not like it when there is a link in a document that is being sent via the web.  I turned off all the settings that the Microsoft documentation said to, but this has not resolved all the issues.Freshdesk support can not duplicate the problem, even when I provided them with an example to use.Is anyone out there having any issues like this and is there a solution?

 Can someone please tell me in what ways a ticket is identified in FreshDesk.Assume I had integrated my web application with FreshDesk. Tickets are created through my application and how is the specific ticket identified.

I'm using the system a few days and I'm very excited. However something that does not work for me at all are the default answers. I create the answers but to call upon the answers, the text appears mangled, more lines, all wrong. How to fix it?

I'm successfully grabbing the users that I want using the "View list of Users" call and passing in a urlencoded "query=customer_id is 5000XXXXX" as an option to userlist.php.I want to also add a filter on top of that that also limits it to users where cf_blah_blah_blah is True.  I've tried various things with no luck and it seems to just ignore everything beyond the initial condition of the customer_id.I've used custom fields before with other API projects I did but they were json.  This is free text query and I'm not sure how to reference the custom field.Any insight appreciated!

Background first... we have a pool of agents that is constantly changing from week to week.  We have to remove agents to and from the group as they come and go from this rotating role.  It's a carry-over from a previous system we used in support.  As it is now, a Freshdesk administrator must remove an agent and add a new agent as people come on and off based on a schedule.  Sometimes they even agree to cover another during travel when on schedule, etc. and this requires the same remove/add to the group situation.So, I figured I'd create a "self service" web app that uses the API calls to update the group membership.  I created it using PHP.I can do everything I have wanted to do so far including pulling present group members for display and pulling agents for populating drop downs, etc.  But, when I finally got to sending the PUT to update the agent_list I can't get it to work.  There are no specific PHP examples but I was sure m

Hi, We work with diagnostic imaging equipment and have to do a lot of on-site technical supports visits. We are trying to migrate our whole service tracking to freshdesk, and would like your opinion on the best way to accomplish this-We are required (by law) to give a technical visit report to the customer, as this will be attached to the medical device's log.-This report needs to be signed by both the support engineer and the person that receives the device on the customer's end.-Each visit has some fields, one of which is a consecutive, unique numberWe are looking for a way to replace the reports or engineers have to manually fill with freshdesk +  maybe something else.What approach would you take? I'm thinking of setting up a form (internally or with an external service? which do you think would work best? and engineer could fill the report online and make customer sign on a trackpad, etc. This

Link your FreshDesk customers with AddressTwo CRM to view full customer details and relationship history.  With the click of a button, match the requester's customer account to AddressTwo CRM Records.

Instead of just closing a ticket I deleted it! No prompt "are you sure" - it just fired!Is there any way to recover the deleted ticket?

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