Archives - Freshdesk

When searching for solutions using a tag, the results show the full solution text instead of a truncated version (summary). This makes the results difficult to read and very long!We are trying to use tags to categorise our solutions and link users to a search page showing all the matching results. But this is not working well.It would really help if search results that match a tag were truncated to first few lines.Thanks!

Hi,If we copy and paste an image out of a gmail email, the image is displayed, but the link is set to the private gmail link from my email account. So it's shows up fine when I view the ticket/canned response and i'm logged in to gmail, but if anyone else views it, it shows as a broken link.Is it possible to fix or prevent this from happening?RegardsPaul 

 I get screen with prompt user/password, but it doesn't show me anything after hitting ok button. Where can I view logs or somehow troubleshoot this issue.Maybe, there is issue from AD side? How can we check this?I had a call with your support but they didn't help me.Windows Authentication method: NTML-Slava

How can I customize the home page - I want to put a link on the home page on the right panel?

If I try and log onto my Freshdesk system using the iOS app as a customer, I am getting login errors. Is there some reason that Freshdesk doesn't think that our customers would use this mobile app?All of our customers have iPads, or other mobile devices, and would prefer to use them for Freshdesk access. Is this a bug or a current limitation in the system. In either case, when will this feature be enabled?

We have just recently imported all our old tickets from Zendesk and I've noticed that if a client responds to a imported ticket via email using the email sent from the old system it creates a new ticket and doesn't reply to the imported ticket. Is there anyway to prevent this with out having to merge the newly created ticket and rather have the response added to the existing ticket?

 Hi Freshdesk users,For those who wnat to use freshdesk api with PHP, i wrote a blog with sampel code.Please see the link http://www.alltoolkits.com/blog/php/using-freshdesk-api/.Happy coding :)

Hi,Im a member of SpamCop.net and I'm receiving pharmacy spam from support@mymodafinil.freshdesk.com (o1.email.freshdesk.com. [74.63.234.143]) before I add this IP to our blocking list I thought I'd give you a chance to fix the problem as Im sure its against your TOS.ThanksAlexskyhttps://mymodafinil.freshdesk.com/support/homesource: https://www.legitscript.com/pharmacy/mymodafinil.netmymodafinil.net is a Rogue Internet Pharmacy Website Summary URL: http://mymodafinil.net Approval Status: ROGUE (Definition) (since 12/18/2012) LegitScript has reviewed this Internet pharmacy and determined that it does not meet LegitScript Internet pharmacy verification standards. Additionally, LegitScript has determined that this pharmacy website meets our definition of a "Rogue Internet Pharmacy". Definition of a Rogue Internet Pharmacy A pharmacy website that intentionally or knowingly:violates, appears to violate, or encourages violation of Federal or state law or regulation;does not adhe

It seems in the last week or so, the Company search does not work in the Edit Contact screen.  It used to be that you could type a word of a company name into the Company field and you would get a list of possible results to select from.  This no longer happens.Currently, in order to link a Contact with a Company, you have to enter the full company name 'exactly' into the Company field.  The full company name is very difficult to find manually when there is a large number of Companies in the system.  (It also seems that the Export Customer function does not include Companies that are not linked to any Contacts.

A lot of our incoming tickets are wrongly classified as spam and these have to be manually flagged as 'Not spam'. This is a tedious process and also hurt our ticket speed. Is the Unmark Spam option a learning filter? Is there a possibility for a whilelist option in admin, so certain incoming emails are always considered 'ham' instead of 'spam'.

Double thumbs up for the new update to the iOS app. I am thrilled that we can now create a new ticket from the app.Big problem right now with the app is that search of solutions does not appear to be working at all. I do a search from the web and get results returned, but the exact same search from the iOS app does not return any. Can you please investigate what is happening with the search on iOS.

Hello I am having an issue with using AJAX to submit a custom feedback page from my website. Here's what I have $.ajax({ beforeSend: function (xhr) { xhr.setRequestHeader('Authorization', 'APIkey:' + btoa('XXXXXXXX')); }, type: "POST", contentType: "application/jsonp; charset=utf-8", url: 'http://f4.freshdesk.com/helpdesk/tickets.json', data: { "helpdesk_ticket":{ "description":"Some details on the issue ...", "subject":"Support needed..", "email":"hulk@outerspace.com", "priority":1, "status":2 } }, processData: false, dataType: "jsonp", crossDomain: true, error: function (xhr, ajaxOptions, thrownError) { console.log(thrownError); } }); I get an error message ""jQueryXXXXXXXXXXXXXXXXXXXXXXX was not called" Anyone know how to resolve this issue?

This is more of a question than a problem, but I didn't see a forum to post it in.I am trialing the Estate edition and it works great.  We have two other products that I want to use this for.When I go the Multiple Products page, there is nothing in there.  I guess I expect to see my 'default' product support.So before I create another product, I wanted to make sure that it didn't blow away the support stuff I initially set up, because its in production.Thanks!Jaime

I have following issues I need assistance with.Help deeply appreciated.

I have embedded the FreshDesk popup widget in my app. We specify the popup's header to be "Support Ticket", but when it appears, it says "Support TicketNaN". (screenshot attached). The code we use looks something like this (I've only included the javascript part):  FreshWidget.init("",{"queryString": "&widgetType=popup&formTitle=Support+Ticket&submitThanks=Thanks&searchArea=no", "widgetType": "popup", "formTitle": "Support Ticket", "buttonType": "text", "buttonText": "Support", "buttonColor": "white", "buttonBg": "#14CDEB", "alignment": "4", "offset": "650px", "submitThanks": "Thanks for submitting this support ticket, we will look into it as soon as we can", "formHeight": "550px", "url": "http://oururl.freshdesk.com"});    Somewhere a javascript error is occurring when it tries to calculate a number.This NaN looks crappy. How can I hide it?

The indicator which shows if anyone is in a ticket, or replying to it, is very slow and should ideally be updated in real-time. 

1. You will first need to create an account at http://www.teamviewer.com/. 2. Once you have created your account, go to the management console at https://login.teamviewer.com/.3. Click on your name in the top right corner and select Edit profile.4. Select Apps, then click on Create script token.5. Enter any name and description, select either Create, view own and edit own sessions or Create, view all and edit own sessions then click Save.6. Copy the token you will be shown for use later.7. Download the ZIP file and extract contents.8. Click the New FreshPlug button in Admin > Integrations > FreshPlugs tab.9. Give a name and a description.10. Copy the code from TeamViewer.txt and Paste it to the script area.11. Find the line that looks like token: "Enter your token here" and replace the text with the token saved from step 6.12. By default this freshplug will place sessions created in the "Freshdesk" group. You may want to change this or you may get an error regarding the group ID

Hi guysI make wordpress plugins and want to include a ticket submission form in the backend.  I don't want to install any javascript on their sites, so this would need to be done using a HTML form.Is that possible? If so, how do I do it?Thanks

When running a quick test to see whether freshdesk is using OpenSLL, the following comes back.Detected server software of nginx/1.2.9 + Phusion Passenger 3.0.21That server is known to use OpenSSL and could have been vulnerable.The SSL certificate for support.freshdesk.com valid 2 years ago at Mar 28 00:00:00 2012 GMT.This is before the heartbleed bug was published, it may need to be regenerated. ----So, it would be nice to hear fresh desk confirm or deny the use of OpenSSL. So we have a potential security issue on our support site?

 Hi,I'm starting to get a bit of confidence with the use of the API.Through a form, I can create a ticket. Also through the form I would like to insert an attachment and view it on FreshDesk.I develop in PHP. Do you have any example that I can riferiemento? Can you give me a hand?For example, you place a bit of code that I'm using: ************************************************************$ticket = new DomDocument('1.0');$ticket_root = $ticket->appendChild($ticket->createElement('helpdesk_ticket'));// Field Status - 2 Open - 3 Pending - 4 Resolved - 5 Closed$status_tag = $ticket_root->appendChild($ticket->createElement('status'));$status_tag->appendChild($ticket->createTextNode("2"));// Field Email$email_tag = $ticket_root->appendChild($ticket->createElement('email'));$email_tag->appendChild($ticket->createTextNode($email_cli));************************************************************Thank you in advance for your help! ;) Luca

While logging in as a customer on the new iphone app, we got following error message -"Cannot Login with customer account" 

 The description field in the ticket submit form is not editable in Opera win7.

Our support portal is just called "support". This causes all outgoing emails to have a footer that says"support support by freshdesk" Can the "support" be removed or change the tag line to "powered by freshdesk".  The reason we only call our portal "support" is that the portal name appears next to our logo. So in the portal it shows as "<company name logo> support". If we called our support portal our company so the freshdesk tag line worked our portal would display as "<company name logo> company name", which makes no sense.

Gmail is still catching some support requests in spam. despite me setting up an SPF record.When I move them out of spam, they go back to the inbox but they don't automatically forwarded to freshdeskAnd when I forward them manually, actually... they're not even appearing! Now I am very confused.I sent a test email direct to my support desk (pizazzwpcomsupport@pizazzwp.freshdesk.com) and it appeared in the tickets.So, how do I get them from the gmail inbox to Freshdesk? Should I just reply in gmail and let nature takes its course?

Hello Team!I just found this site online while I was browsing for Wordpress support desks. I am an advanced Wordpress user, but not a developer. I am running the greatest WP membership plugin of all time. It's called Insta-Member. It pretty much integrates with like 30 thirdparty platforms for payment processing and affiliates. I love it and I can not live with out it. However, I noticed that it does not use the standard Wordpress registration process which I can already tell that this is the problem here. It basically pings the Wordpress site and then the user is added to the Wordpress database. This is giving me problems when I try to use the auto login feature you have implemented here. What I need to do is change the default login and logout URL's to the Insta-Member version to see if that would fix the auto login process. Can you please provide an option to get this working correctly?Please Advice. (By the way, I love this platform very much just from browsing around a little. So