Archives - Freshdesk

I went into the "Admin" -> "Ticket Fields" page to add 2 new fields for tickets. I then added these fields in my REST API call to create the ticket. Based on another thread that I saw, I layed out the XML as follows <helpdesk_ticket> ... <custom_field> <custom_field_1>value</custom_field_1> <custom_field_2>value</custom_field_2> </custom_field> <helpdesk_ticket> Unfortunately, this gives me a 500 HTTP response code. Any idea what's going on?

We have been trial testing FreshDesk for a week now and we are pretty happy with it. But your forum does not make you shine. The "Announcements" posts are all several years old and are the first things people see... Surely you must have new things to announce since then? In several locations images are also not displayed properly...

I have had an URGENT ticket open for almost 24 hours now with no response from the Freshdesk team. My helpdesk has been unable to receive new tickets by email for almost 36 hours now. I haven't even gotten a one line response to confirm that hey are looking into it. Does the Freshdesk team not work on Sundays? They advertise 24/7 support. What is the expected SLA for an initial response to a ticket?

Yesterday, Freshdesk was working fine. Today, agents get this message: 400. That’s an error. Error: policy_enforced Application: Freshdesk You can email the developer of this application at:admin@freshdesk.com Access denied by a security policy established by the Google Apps administrator of your organization. Please contact your administrator for further assistance. Request Details from_login=1response_type=codescope=email profile https://www.googleapis.com/auth/calendarredirect_uri=https://login.freshdesk.com/auth/google_login/callbackname=google_loginas=552c3fb55fae4082pli=1client_id=367378856688.apps.googleusercontent.comauthuser=2hl=es That’s all we know. My account is the manager of the google apps and has the same problem. I checked and freshdesk is "Active for All" withing the Freshdesk configuration in Google. Is this a bug? Something wrong with freshdesk service servers? I definitely didn't change anything in config. It's been weeks since I don't log in to the config screen.

Can I add domains to customers via REST API? I need to add domains to a customer

Hey I'm wanting to download the tickets data using the API via the Alteryx platform. My company uses google sign-on for authentication so I don't have a username/password for my log in. I want to know how to configure the details (either a custom url with the api key included or the Alteryx download tool settings for the api key) to use my api key to complete a GET action on the data. Cheers

No updates since July? Please, let us know :-)

Hi Im trying to purchase a plan but it keeps sending me back to the dashboard. Please help!

Hi just wanted to share some problems we've run into recently and with workarounds (if they exist). *Not able to save changes made in the HTML editor. Workaround: Switch back to WYSIWYG before saving and make sure you are using Chrome for your browser *Near impossible to edit a page as every action takes 1 minute and often there are timeouts.Workaround: This is probably caused by extra <p> p tags added to the end of your page and sofar the only workaround we found is to create a new page. *Extra p-tags added to your HTML which are not possible to deleteWorkaround: No workaround exists as even creating a new page will only help for a certain time. Freshdesk are aware of this and apparently they will try and fix it in their next release.

Hello, I have this code: FreshWidget.init("", { "queryString": "&widgetType=popup", "widgetType": "popup", "buttonType": "text", "buttonText": "Support", "buttonColor": "white", "buttonBg": "#006063", "alignment": "4", "offset": "365px", "formHeight": "720px", "url": "http://candidate.freshdesk.com" }); And I want to change the settings so the widget to open an url not a popup dialog. Can you help me with this? Best regards, Zlatko

We switched our FAQ over to a freshdesk knowledge base and now Google has indexed it. When I search on the topics our FAQ comes up in position 1 still. My question is will I lose a lot of SEO juice by keeping this information on the freshdesk.com domain? Should I change it to support.mydomain.com for SEO purposes?

the What's New posts are getting a little long in the tooth...

Hi, one of our staff members is getting this error message when trying to post in our forum: He found a workaround so this is not urgent, but probably still needs looking at at some stage. Thanks Kind Regards Britta Kastler Support Coordinator Soft Tech (NZ) Limited Ecentre | Gate 5, Massey University Campus | Oaklands Road PO Box 301452 | Albany | Auckland | New Zealand | p: +64 (9) 414 6940 ext 751 | f: +64 (9) 414 6941 skype: softtech.Brittak Web: www.softtechnz.com This email and any files transmitted with it are confidential to the intended recipient and may be privileged. If you have received this email inadvertently or you are not the intended recipient, you may not disseminate, distribute, copy or in any way rely on it. Further, you should notify the sender immediately and delete the email from your computer.

We operate with different business hours depending on the SLA. An example: Silver support : 9 AM - 17 PM Gold support: 7 AM - 19 PM How can this be incorporated into Freshdesk?

Dear all, how do you create a ticket via API? I carefully read the docs, and I am also able to retrieve ticket information via API, but had no luck creating a ticket so far. Posting the following request results in a status 200 response, but does neither return a JSON string nor create a ticket: Accept: */* Accept-Encoding: gzip, deflate Content-Type: application/json Authorization: Basic [hash removed] Accept-Language: de-de { "helpdesk_ticket": { "description": "My problem is this...", "email": "sample@somewhere.org", "priority": 1, "status": 2, "subject": "Creating a test ticket" } } Any pointers welcome :) rgds Lutz

Hi, I'm using api to create and edit articles. I can create categories and folders but can not create a new Article 500 without having to return error details. This doesn't work with the last version of FreshDesk, before July work correctly. Url https://XXX.freshdesk.com/solution/categories/{CATEGORYID}/folders/{FOLDERID}/articles.json body of request: { "solution_article": { "title": "test article", "status":1, "art_type":2, "description": "test article descr", "folder_id": 1000114217 } } Can i do it?

If you have the arcade enabled in Freshdesk, you get points for resolving a ticket in the initial response (Sharpshooter). However, if the customer replies with a simple "thanks", you lose those points because the ticket is then re-resolved after the second response. This seems a little unfair, no?

Is there a way to turn off "Support powered by Freshdesk"? My portal is called "MyChapterRoom Client Support" so it looks like MyChapterRoom Client Support Support powered by Freshdesk 102, which , whicwhic, wwhich does not look professional. which wh

Hi Team, Is it possible in your portal customisation or solutions page to expose the current logged in users email address? We are wanting to link to another area of our website from the portal and send with that request the users email address to identify them. I have tried {{ticket.requester.email}} and {{ticket.from_email}} placecards in the portal customisation of the Home Page but it does not seem to work. Your help would be greatly appreciated! Regards, Jutsin

If user goes to edit profile, there is a box to change their password which doesn't work. It shouldn't be there.

Hi all, suddenly on my gmail account big widgets start to show, occupying so much screen space that threads are no longer readable. After googling for a while I found this site. It looks like big, green button with "Connect your Freshdesk" coming from there. Am I right? How to nicely say "thank you" and get my screen space back? They force me to sign in in order to be able to write here and don't want to give me any option beside "connect to my Freshdesk" which I doesn't have . Am I forced to live with all these big, green buttons? I am sorry for moaning :) Generally I am a nice guy, but I want my screen back! I need it! Any advice? Thanks in advance :) Les

Were they removed? I'm not seeing them any longer.

Hello.,.I have woocommerce with freshdesk plugin installed...I have a freshdesk account but when a customer makes a purchase...no ticket is being made either automatically, or when I press 'create invoice'...I have freshbooks and it seems to integrate find with that but nothing is made in freshdesk...anyone help on why this be wrong would be appreciated. Thank you. -Casey

Hi, I'm using Freshdesk Android App as we use Freshdesk for our tickets. I often receive a lot of notifications which are exactly the same. For the last notification it was 41 times the same message. See in attachement a screenshot from the notifications panel. Do you have any idea where the problem may come from? Best regards, Rodolphe edit: i forgot to precise that i'm using Android 4.4.2 and freshdesk version 1.1.8

I'm loving the software so far, but one issue for my organisation is that Dispatch'r appears to be unable to assign a ticket against a customer account based on set criteria. My example is that I have an automated task on a server that sends an email to freshdesk if a certain value in a database is too high. I have included the customer's name within the subject for easy identification, but the only actions I appear able to do is to set the priority to High and type as Incident. I've no doubt that it will just be being stupid, but if someome is able to point me in the right direction I would be extremely grateful.