Archives - Freshdesk

Hey everybody, My question is pretty simple. All I want to do is add new / required fields to Customer records, the same way that FD allows you to add custom fields to Tickets. We run a helpdesk for customers using financial analysis software, and we need a field for their Accounting Software for each Customer or each Company. Is there a way to do this within Freshdesk or does this comprise a feature request? Thanks.

Is it possible to retrieve the ticket list from a requester including the notes of each ticket? The way I made it was by getting the list and then doing one request for each ticket to get the notes. But that's not very efficient. Could I do something else? I'm having another problem when trying to create a note to a ticket. It is giving me http code 500. The ticket_id should be the display_id or the real ticket_id? Thanks.

Hi! I am "admin" and I can access all informations with the API except one. When I try to access /helpdesk/tickets/[:ticket_id]/conversations/note.json I get {"access_denied":true} ... Off course, I replace [:ticket_id] with my id, and I'm logged in. Thanks

Hi. I want to send an attachment file via API, but I get error "500". We search in API documentation, technical support, and nothing. This is the example code found in Github : $jsondata = array ( 'helpdesk_ticket[email]' => 'john@freshdesk.com', 'helpdesk_ticket[subject]' => 'test', 'helpdesk_ticket[description]' => 'testing description content', 'helpdesk_ticket[attachments][][resource]' => "@" . "/Users/johnpaul/Examples/tommy1.jpg" ); $header[] = "Content-type: multipart/form-data"; But when I tried this always to my own URL (i.e. $url = 'http://yourcompany.freshdesk.com/helpdesk/tickets.json') the error is 500.

It would be good to be able to implement News Articles somewhere on Freshdesk. Does anyone have any ideas where would be best to put them? Putting them in the Discussions is not great as it posts it as a question waiting to be answered, when in actual fact, there may not be a need to reply at all. Although its not exactly a Solution.

Hello, How many bytes can I have in FreshDesk? I know that we attach until 15mb per ticket but which is the limit in FreshDesk (all tickets, all solutions)? Thank you very much.

Our users are having problem with 'Device and app History' permission.This permission was added our permission list on integrating Mobilhelp app in our app.I understand the permission is required for reading debug logs.Can we disable the debug logs and hence remove READ.LOGS permission. Thanks Shubham

Uptime robot allows website monitoring: https://uptimerobot.com/api It will send an email when a site is down and backup. I dealing I would like for it to create a ticket if down. then auto close the ticket if back up. I have tried to create rules to do this via email but I can't get it to work. I know nothing about API's and I am not a programmer. Putting this out there to see if anyone else is interested in helping develop this.

Presently if I forward an email sent to me personally using my desktop mail client (Thunderbird) to the support email, it converts it into a ticket and correctly puts the correct requester. However, if I use my Android phone to forward the same email to the same address, it will put me as the requester. Obviously the android client is not adding the email in an expected format. To replicate: - * Using an android device, with the built in mail application, forward a mail from an agent email to the support email Expected results: - * Ticket created with requester set as the original poster What happens instead: - * Ticket created with requester set as the agent themselves

I tried to use gmail to send emails to kbase@myaccount.freshdesk.com but the draft solution didn't get created as I expected. If it's doable, do I do that?

Hi Guys, I did:1) Enabled "SSO" in Admin -> Security tab2) Set "Remote Login URL" for example: http://my_website.com/freshdesk/login3) Saved Security settings And now then I visit my freshdesk namespace http://my_somain.freshdesk.com/support/home and try to login via "Login" link at the top right of the site - its always redirects me to "Remote Login URL" - that's is ok. But how can I login now normally to my account via email and password.I logged out after saving Security settings and now can't access to my account. I tried to research - but not found any way to login. Thanks for any help.

Our standard hours of business are 06:30 - 17:00 Mon-Fri. We have an SLA of responding to the customer within 4 hours maximum (low priority) and 30 mins maximum (urgent). If a ticket comes in late Friday afternoon, say 16:30, by the time the agents log back in on Monday morning, this is flagged as Response Due or Overdue, although actually the ticket has only been sitting in the helpdesk for about 30 working minutes. This is not really fair on the agents on Monday mornings! Is there any way to work around this?

You ave a roadmap but you aren't updating any of the items listed from three months https://support.freshdesk.com/support/discussions/forums/290448 I suggest you to keep up to do date, adding progress or delete it :-)

i will try to use freshdesk api :)

Is there a way to update thumbs_up and thumbs_down properties of Solution Article through API, so I can add "Was this answer helpful?" functionality to my app?

Hello all, We are evaluating the Freshdesk product for use within our organization as an internal help desk solution. I have a couple of questions as to the best way for an initial implementation path: 1) Is providing people an email address to source tickets the best approach? Or is it more effective to have them login and create tickets? 2) Is there anyway to restrict users from entering tickets based on a predefined list? For example, we might want to only allow a subset of our organization's users to enter tickets. Thanks. I'm not sure if this is the best forum to post this question in.

Hi, If I do "GET /helpdesk/tickets.json" I only have open tickets and I would like to have all tickets (open, closed, resolved and pending). How can I do ? Thanks ;)

Hey, I am integrating freshdesk sdk in my app.I am having trouble with overriding the default behavior when we press the back button when on solutionListArticleActivity.Any help will be appreciated. Thanks Shubham

Hi, I have noticed that the customer support survey on the portal does not work properly. I have indicated that the survey should be send after the support rep indicated that the questions is resolved. However when checking, the survey is visual in the e-mail but not in the portal. After the status of the ticket is changed to closed the customers survey is visual in the portal again. So, basically the option to send a survey when the ticket is resolved makes no sense for portal users, because the status should first be set to closed. I think this is an issue that needs your attention. Regards,

Is it possible to list customers filtered by a domain? I would like to check if a company already exists before adding the company again with a slightly different name. For example say I have the following records to add into FreshDesk... 1] companyName('Mercer Inc.'), companyDomain('mercer.com') 2] companyName('Mercer'), companyDomain('mercer.com') I want to be able to query FreshDesk to see if a company already exists with the company domain of 'mercer.com' - otherwise I am going to have a duplicate company record in Fresh Desk.

@simonsays “agent”:”Michael Tegner”, ”priority”:”Urgent” @simonsays Test Ticket Only the agent information is updated in the ticket, the priority stays low..

It seems like on every freshdesk support page I goe I get the window "Chat in progress - How can we make your day". I have tried this several times now but a part from automated responses saying that "Looks like all our agents are tied up right now :( Sorry about that, but please leave us a message and we'll get right back." I have never gotten a real answser. Has anybody actually had any success with this?

I have integrated the feedback widget in to a website. When a customer submits a ticket they are presented with the the thank you message. However there is also a hyperlink entitled "GO BACK". When clicking on that link, the widget then loads the helpdesk screen but it doesn't fit the position on my website correctly. Is it possible to remove the "GO BACK" link completely or at least have the helpdesk screen open a new window if it is clicked? At the moment it doesn't look very professional.

I have found that if a ticket is replied to from a different email address to what the original ticket was sent to, the reply generates a new ticket. I found this in testing, but thought it wouldn't happen in an everyday situation. Unfortunately, this has been the case today, one of our suppliers replied to the ticket using a different email address thus causing a new ticket to be created. I have looked in the forum and can see some people had issues with the subject not containing the ticket number in square brackets, but mine are like this:- [#ticket number] Has anyone else found this? is there a fix for this?

I use only favicons on my Chrome bookmark bar. Currently I'm have bookmarks to three freshdesks subdomains and each show up w/ the freshdesk logo only. It would be great if each subdomain could display the logo that was assigned to that subdomain instead.