Archives - Freshdesk

Hi, I just created our support desk today. I created two branded support portals using the Multi Product feature and configured it's email and domain name. In testing the support email for the Product support the confirmation email includes all the details of the primary support desk rather than the Product support desk, which poses a significant problem. I have looked for support documentation on how to properly configure the settings so that the confirmation email will include the Product support details but I have been unable to find any documentation. Please help. Thanks, Pat

I'm confused about the URL requirement in setting up multiple products. If I do not own or have the domain rights to productA.com am limited in the title name of the product? I wish to have the title different from what the domain name has to be then its seems very restrictive. Or am I confused about what the Portal URL has to or can be? The message " Before using this field please ensure that you have created a CNAME DNS record in your DNS Zone file to point help.producta.com to mywebsite.freshdesk.com. Your Webmaster or Server administrator should be able to help you set this up correctly" indicated that the domain name has to be producta.com, but the product name may not necessarily have a domain name associated with. For example if I was to make a product called Big Mac, but do no own bigmac.com then what option do I have to set up a specific portal page? Please adivse

When you get a json response it should include the product that the ticket was assigned to. This would be useful due to filter tickets and limiting the number of api calls you would have to make to get data analytics out of the system. I currently have an app that uses around 750 calls and this means that the application can only be used one time per hour due to hiving to use filters to get tickets for each product. This was the issue i run into and solution https://support.freshdesk.com/support/tickets/55522

I see html source and tag on search output. Why? See attach

Hi, When replying to, or editing tickets, the 'Type' setting in the Ticket Property form on the right-hand side of the page is being lost. I can set it, save, then reload the page -- but the setting is now lost. Any chance someone could take a look? Thanks!

Your API for viewing time entries allows you to specify a Start Date, but not an End Date. This is bizarre. The API is useful for when I want to retrieve something relatively recent, but not helpful at all when I want to retrieve an older entry, because it means I have to retrieve every entry from the older date until now, which can make the API call very slow. Can't you add End Date as an option as well? Thanks!

Hi, I want to learn how to turn off google chrome warning with my custom domain? My customer complain that my support center is not safe because that warning! Thanks you!

Myself and 3 of my colleagues have found that our internet browsers are continually crashing whilst using Freshdesk. This is only a recent problem and has been occurring since Monday. It has happened using Mozilla Firefox and Google Chrome but does not seem to be a problem whilst using Internet Explorer. This is a big problem for us as having to restart our browser every 10 mins or so due to it crashing is an inconvenience, especially when it happens mid way through replying to a ticket. It would be much appreciated if you could look into this as a matter of urgency. Thanks

So, starting an hour or so ago, I noticed that the "New ticket" and "Search" buttons/boxes changed. Just wanted to throw out an FYI in case no one else had, but the search box now has no VISIBLE text. If you type and hit enter, it has a value and searches appropriately, you just cannot see what you typed. This is in Firefox 26.0 and IE11(Which also displaces the cursor to beneath the textbox and "glitches" anytime you type). However, it does work correctly in Google Chrome 31.0.1650.63m

Hi, Wondering if anyone else has encountered this - https://edgeassessment.freshdesk.com/support/tickets/new - if you click on that link, the onload focus (first input point) jumps to the textbox rather than the first field listed on the form. I checked the code, and it's based on the snippet {% snippet new_ticket_form %} so I'm unsure how to modify this. Anyone have ideas?

I contacted Freshdesk support alerting them to a pharmacy spammer using their services. The site in question is mymodafinil.net and operates all its illegal business correspondence using freshdesk( mymodafinil.freshdesk.com). A goverment body legitscript has labelled mymodafinil.net a illegal rogue pharmacy, commiting federal crimes. How does freshdesk respond to this. 1) Does nothing 2) Deletes mymodafinil.freshdesk.com 3) Deletes my post and bans me from posting on this forum 4) Reinstates mymodafinil.freshdesk.com I am lost for words how irresponsibile Freshdesk is in continuing to knowingly facilitate criminals , I'll be contacting CEO Girish Mathrubootham (@mrgirish, girish1) and freshdesks domain Registrar: ENOM, INC, to let them know about how they are happy to facilitate criminals and also how freshdesk's Vijay Shankar has handled this situation. source: www.mymodafinil.net https://mymodafinil.freshdesk.com/support/home https://support.freshdesk.com/support/discussions/topics/6

How can I prevent the Requester/Customer from closing there own ticket. There is some additional information that must be added to certain tickets before closing. I set the fields to required to close. But that ONLY affects the Agent A customer can happily close the ticket. Only the agent would know the additional information. Thank you.

Hello, I could not find a phone number to call throughout the site. So I will open this support ticket in hopes that someone from Freshdesk may call when convenient after the holiday to speak with me. I have a few questions about fresh desk and non-profit pricing if any.

Hello there, I have the following scenario - I sent a ticket to a customer. The customer responses to the email. When I get all the tickets via the API, I want to know which ticket contains a new response from a customer. Something like a "isRead" property. I created a custom field, but I don't know how to update it via the API. There is nothing about that in the documentation. Thanks, Nikolay

<Â> Why does this symbol appear in my email in box when emails are sent though Freshdesk

We've just started implementing Freshdesk in our organisation and now I'm trying to prevent customers reopening their tickets by replying to it. I've tried the solution provided here: https://support.freshdesk.com/support/discussions/topics/31771. I added an extra action for sending an e-mail to the customer. The e-mail is sent, but the tickets are still being reopened. What am I doing wrong? Or should I use a different solution. This is a screenshot of my observer rule (the language is Dutch, gesloten means closed)

I am looking into a new help desk solution for a school district I am interning at. The current software they use is a solution that requires major support on the school's end and is in-house server based solution (that can ONLY be accessed when logged into the district). Of course, with schools - the budget is extremely tight. So I have a few questions: If they like Freshdesk AS-IS, can they use the free version with three agents (or is it for non-profits / non-commercial only?) If they need more from Freshdesk (other plans), what kind of discounts do you offer to schools? They will only need three - five agents... For example, for five agents in the Blossom Plan - without any discounts it would be $768 annually with five agents Thank you very much! - Elliot (elliotsthomas@gmail.com)

Is there a way to find out tickets not touched or updated in x number of hours (say last 48 hours)? As a helpdesk manager, you want to know which tickets are with NO activity in a specific time frame. Thank you.

If you are responding to or creating a new ticket, you cannot copy and paste any content from a website or email without the "Description" field duplicating itself. For example if I copy a link from my outlook email and paste it in the description field on freshdesk, a new description field appears below the original one. I assume it is doing this because it doesn't like the hidden characters being copied over, since I can copy and paste fine from notepad which strips hidden html entities. I've attached a screenshot. Using Firefox 19.0.2.

Hi, I've installed Freshdesk as a Marketplace App in my organisation's Google Apps. I'm now trying to limit Freshdesk (and its associated Gmail Widget) to just the users that are designated "freshdesk pilot users". I have no idea where to start, any suggestions?

One of our customers asked us to auto add several contacts as a cc into the ticket thread. Example: Contact A works for company X. Contact B also. Contact C also. Contact A logs into the customer portal and creates a new ticket. Now he wants auto include Contact B and C into the ticket as CC. He can do this manually after he created the ticket, but he wants this to happen automatically. I tried to create a dispatcher rule and a supervisor rule, but both don't have the possibility to send emails to other persons than agents. How can I comfort this customer? Is there a solution? Thanks in advance, Remi

When using IE 11 (even in compatibility mode) there are quite a few issues with site functionality. Portions not loading, javascript prompts when using buttons, copy/paste in windows not working. We're starting to see more of this now that IE 11 is release for Windows 7.

We are having a strange problem, on one of our IPhone, when trying to access our Helpdesk, we get the login screen OK and when the agent logs in, Safari loops for ever trying to load the page. In Fiddler (using a proxy) the last call we get is the following: #ResultProtocolHostURLBodyCachingContent-TypeProcessCommentsCustom21200HTTPmediaclip.freshdesk.com/mobile/app.json811application/octet-stream GET http://mediaclip.freshdesk.com/mobile/app.json HTTP/1.1Host: mediaclip.freshdesk.comReferer: http://mediaclip.freshdesk.com/mobile/ Connection: keep-aliveAccept-Encoding: gzip, deflateAccept: */*Accept-Language: en-usCookie: _helpkit_session=BAh7CDoPc2Vzc2lvbl9pZEkiJTZjM2QxNmE0OWJmMzA4MDk5NTgwZWM2N2UwMWE0MTcxBjoGRVRJIhV1c2VyX2NyZWRlbnRpYWxzBjsGRkkiAYAzNjdmNzQzZjQyZGRlZDUzOGQxZWU4ODQzY2RjMTk5Y2UwOTA2YmIyNmI5MGYxOTAzNWEzNzdmNTFjODVkOWNlY2Y3YWQ3ODAwNWI1NGQzZDk2OWNhZGQzZmQ0NjY3ODhhZGNiMWQwNmEyYTIxNmVjOTFhZTA4MDNkM2IyZDZjYwY7BlRJIhh1c2VyX2NyZWRlbnRpYWxzX2lkBjsGRmkDoBpx--69e9b37f8ef593a9654dd9c

If I e-mail directly to the custom Freshdesk support address from my work account no ticket is created. Default Support e-mail: support@mywork.com Freshdesk support e-mail: mywork_support@telesure.freshdesk.com My e-mail is an alias for support@mywork.com. I'm wondering if that's causing an issue? It's a pain because often I want to forward e-mails I get in order to create tickets and I can't. I have to copy the content of the e-mail and create the ticket from the Freshdesk site. Like I said, I can create tickets from any other e-mail account, just not my account which is an alias for the Support address

Hey gang - Wondering if anyone has any ideas on how to do the following: I often get requests that should have been sent to our support address (ITsupport@...) rather than my personal email (will@...). I usually then forward these on to ITsupport@... and a ticket is created, but then the following things happen: 1 - I have to enter Freshdesk and change the requester 2 - The user doesn't get notified about the ticket nor get a link to the ticket. Is there any way to make this process simpler? Such as, if I forward an email to ITsupport@, Freshdesk will know to create a ticket for the original person sending the email and send them the 'your ticket has been recieved' emails rather than to me? Cheers for the help! -W