Archives - Freshdesk

Hi GuysCan anyone help with a little issue that I am having...Some of my replies to customers need to be copied to others and sometimes those that were CC into the reply will respond to the message. When this hits FD it is creating it as a new ticket... Has anyone found a work around to this? I have had to turn off auto emails for ticket creation because of this as i am then having to merge the tickets!! (frustrating and time consuming!)Any help appreciated

 Hi , I cant choose any customer in ticket filtering. Whatever I try i just get "No matching Customer found"Used to work just stoped to be functional now. ThanksMichal

Hi,Attachments that are being sent from our agents to customers are having the spaces replaced with underscores in the attachment file name. This is causing us some major issues as the files we send out to clients have a required naming convention and need to remain the same. When they try to install the files, they are not working because our software is looking for the original file names.It is not possible for us to change this as it would mean having to modify thousands of template files in clients configurations. Besides which, why are you modifying the attachment name at all? If we add an attachment to send an email, then we expect that to be the same name. You don't expect your email client to change the name, so why would it be acceptable here when freshdesk is replacing email clients for our agents.RegardsPaul

I tried to integrate SDK with android Studio but I got this error Error:Execution failed for task ':app:dexDebug'. > com.android.ide.common.process.ProcessException: org.gradle.process.internal.ExecException: Process 'command 'C:\Program Files\Java\jdk1.8.0_25\bin\java.exe'' finished with non-zero exit value 2it seems I have a conflict with two libraries but when I see gradle files I don't see any conflicted libs I use windows 7 64bit gradle 1.2.1 android studio 1.2.1.1 build tools 21.1.2

In GravityForms I configured a e-mail address in te BCC. This e-mail address is correctly connected in the support configuration in FreshDesk and our Web hosting partner because E-Mails send to this e-mail address are successfully added as ticket in FreshDesk.So far so good.In the conformation E-Mail in GravityForms a BCC E-Mail can be used.When I use our info@...nl e-mail address in the BCC we receive the new submits from that form. So the BCC in GravityForms works fineWhen I use our kontajt@...nl e-mail address in the BCC we DON'T receive the new submits from that form as a new ticket, although the e-mail must be send.Are there any problems know in using the BCC E-Mail Address in the Conformation E-Mail Address in GravityForms?Is the Ticket not created because the e-mail was send as a BBC?Thanks in advance for your answer :)

When a caller is from an international area the system does not recognise the area codes correctly and gets them wrong such as Illinois for calls from the United KingdomConversation with +144779596XXXX (IL, US) and Connie XXXX (+1772324XXXX)This seems to happen on most if not all international calls.

When freshfone phone calls or voicemails are merged the phone calls don't transfer which kind of negates the point of a ticket system to have the data on one common data stream for example :Merged from ticket 7230Subject: Voicemail from +1447525843XXXDescription:Voicemail from +144752584XXXX (IL, US) to +177232XXXXThe freshfone/voicemails should transfer to the master ticket with no problem

Hi, I'm evaluating freshdesk, and planning to migrate our old manual mailbox support.In order not to start from scratch, and have customer history, I'm evaluating migration options of our customer care mails into tickets.I understand emails cannot be forwarded , but rather redirected to our freshdesk entry point, in order to keep original senders. (email headers)By using thunderbird or Apple Mail, it works fine indeed : the original sender is preserved, and the customer is imported.BUT  there is a big bug on date : the original date is lost, and replaced by 'now' date.I've tested to redirect an old mail to a gmail mailbox : it works fine , the date is preserved, so the bug is on freshdesk side.How solve the problem ? thank you for your help- Arnaud

We provide sales support to travel agents selling our holidays, and my team is enjoying the freshdesk trial, however:Is it possible to set up Freshdesk to track sales leads?This means:- Tracking conversion (from ticket type Lead to type Sale)- Sales cycle (time between first contact and sale)- The number and amount of agent interaction to achieve a saleI am looking using tags to track the history of tickets, don't know how to report on the lifetime of a ticket e.g. started as a lead, ended up as a sale and when all this happened. Many thanks. 

I have set up a number of types so I can. Group the tickets but it is not pulling anything through except cancellation requests (and not all of them). What am I doing wrong? All other filters are clear.

 We don't seem to have the ability to change their password, which would be the easiest way to address the issue. There is no way to flag them as "inactive" either.Deleting the account is an option, but lacks audit trail capability so I don't think that's appropriate either.What is FreshDesk recommendation?-Keith

The notification emails for new tickets are not being sent.  This is the second day in a row.  

I'm already logged in and I'm required to punch in the CAPTCHA. Why?

This must be a new bug or something but after deleting an empty category, all my solutions no longer show up on the front or backend. They still exist, as I can browse to them by finding the article link in my account history page, but the category hierarchy doesn't seem to be showing right and doesn't register as having articles within them and showing them.Anyone have any suggestions?

For the past few hours the Dispatch'r rules have not been assigning tickets. Anyone else having similar issues?

Hi :)We're currently assessing Freshdesk for our company.  From what we see in the forum It looks like it can take quite a long time for items get responses (although Annapoorna V seem to be trying to keep on top of things, apologizing for delays and so on).  Also, delivery of items confirmed as almost done seems delayed for very long periods (CSS Editable portal being an obvious example).Is this typical of Freshdesk's quality of support to its customers?  Should I judge the responses we would get for help tickets on the response speed in these forums?While the product looks good, it seems like the support isn't as responsive as it could be.  Should I be concerned?Thanks for your feedback.

I might be blind, but I can't find a view of tickets I've replied to. Kinda hard following up threads if you don't have a list of topics you've replied to. Is there any way to show such a listing?

Hello,I am using freshdesk api for integration. I want to display list of topics available in portal.But to display topic you need to provide the category for getting forum and for getting the topic also forum ID is required. There are too much category and and forum in my portal so this is not valid way to get the topic.Is there any alternative and simple way to display the topic instead of above way?Please let me know as soon as possible.

Hi, I can get the survey results of a specific ticket using /helpdesk/tickets/[Ticket ID]/surveys.json, but I can't find a way of getting a list of tickets which actually have a completed survey.Is it possible, for example, to retrieve a list of the X most recent tickets which have survey results?Thanks in advance.

Hi, We are using Google Mail in our organization and for some reason, the survey appears duplicated on the closing emails.Both surveys can be clicked & completed which can lead to very weird stats !Please see attached and let me know if you have an idea on how to resolve this !Thanks in advanceBaptiste

why is my account suspended? 

When the default Observer-rule "Automatically assign ticket to first responder" triggers, it is allways the agent that triggers it, but still, this agent will get a notification about assignment.Please don't bug us with unessasary notifications. Or is this intended?

The dropdown to select the language for the a code snippet does not work correctly for a few days.Seems there is a problem withe z-index of the dropdown results, setting the z-index higher and it displays again: .select2-drop { z-index: 99999; } I am facing this issue in Chrome.

Zoho assist is a remote support solution and the integration allows easy access for agents to Zoho assist from Freshdesk ticket view and invite customers to join a remote support session. This integration allows you to instantaneously start a remote support session with your customer, all at the touch of a button. To install this, follow these instructions: Download the zip file   Unzip it and open the .txt file containing the plug code. Login to your Zoho Assist account. Visit this URL to get your Auth Token. Replace the auth_token in the text file with the one you are given in the URL. Visit zapi.zoho.com and get your API Key. Replace the “api_key” in the .txt file with the one on the website. In Freshdesk, go to Admin → Integrations → New Freshplug Title it “Zoho Assist” and paste the code copied earlier. Make sure “Show this widget in the ticket view page” is enabled. Click on “Create and Enable”

Freshdesk’s new integration with Spree commerce pulls in ticket order details from Spree commerce. This integration displays details like Order ID, Order Value, Shipment Status, Items and their price. To install this plugin, follow these instructions: Instructions: Download the zip file   Unzip it and open the txt file containing the code. Get the “api_key” from your Spree account. To get this key, go to Users → Select the user (email id) → Copy the “api_key” Replace the “api_key” in the text file and copy the code. In Freshdesk, go to Admin -> Integrations -> New Freshplug. Title it “Spree Commerce” and paste the code copied earlier. Make sure “Show this widget in the ticket view page” is enabled. Click on “Create and Enable”