Archives - Freshdesk

Hello, I don't understand why the previous topic was CLOSED by FD. In reply to Vijay, I was complaining mostly that when the agent is composing a solution and applies "code" formatting, he doesn't see it. Only in the customer portal the code style can be observed. This makes it difficult to edit a solution, if the editor is not 100% WYSYWYG. Appreciate your comment on this.

I'm doing a company signature for e-mails and noticed that the signature part of the e-mails are double spaced. As can be seen in the image attached, the actual message I wrote is single-spaced but the e-mail I'm receiving is double-spaced. Help please!

Hi Support Team, Please let me know how to remove 'Tags' from the 'Filter Tickets' section (please see screen shots attached for details). I have removed 'Tags' from where they were created within a ticket, however, these are still kept on the 'Filter Tickets' board menu. In Admin -> Ticket Fields there is no 'Tags' field and I cannot edit anything there. Please let me know if there is any other option to edit/remove 'Tags'. Please tell me there is such a functionality. Thank you very much. Regards, Jen

I can retrieve information with the API, but everytime I try to create a company I get: Name can't be blank. I've used the example from freshdesk.com/api and tried both with XML as JSON (my preference). is there anyone who gets this working?

All incoming support requests are not generating new tickets this morning! Help! M

Hi Freshdesk Would it be possible to get at update on what's is new on Freshdesk, like the one you posted in announcements 2 years ago ? Kind regards Marie-Louise

Hi iOS 7 seems to scale incorrectly for the Freshdesk mobile GUI. Basically when you turn your device 90 degrees and back the rendered UI scales up and no longer fits in the screen area. Navigation becomes very difficult if not impossible. I had a good look around and updated the iOS but nothing improved, no user chatter either. Searching in developer forums turned this up. http://stackoverflow.com/questions/18950334/ios7-ignoring-retina-css-media-queries-background-size A fix appears to be posted too. Regards Bren

Hi, I have a ticket which is created by an external system emailing Freshdesk. The subject appears but the body is always blank (Its not an error on the email). Whats really odd though is when you hover over the ticket in the List view, and it gives a preview of the ticket, it shows it! So it does know what it says, it just hasnt shown it when you click on the ticket. Any idea as to what would be casuing this?

The KB and ticket search/review and good, base features. But in my customer team, we deliver reports monthly to customers, create product specific fixes for customers, release statistics on their software / hardware (if we are hosting it) - among other things. I would like to be able to customize the portal to deliver this content to our customers - can it be done?

I want that on my new ticket forms for customers! (and image copy-paste, but that's another thing) Is it something I can enable on my FD instance?

For those that want a better (IMO) code tag and h3/header3 tag, I suggest adding this to the custom CSS: h3 { font-weight: bold } pre { background-color: #DDD; padding: 0px 4px 0px 4px; margin-top:0;margin-bottom:0; } Especially the styling for the pre, as the default one is just unusable. This gives it a nice shade, a little space on the sides and removes huge whitespace above and below (that was driving me crazy while editing). And an H3 should still be "bold", in my opinion :) Maybe it's useful for anyone. rgds.

I do not see a account link or admin link?

Here is the python SSO script by one of our customers. The user has multiple products and the SSO isn't working for one of the products, though the script seems correct. Please do help us on this.

Is there a way to add something like Freshplugs for the Customer View?Right now Freshplugs appear only in the Agent-View. For example, if I'd like to have a small 'Buy me a Beer' sort of Donate button - is that possible somehow currently? Thanks in advance.

My customers are still getting used to the system - as I am - but.. Some users are replying to a previous message to ask a new question. This re-opens the ticket. The trouble is that I am using time-tracking and at the end of the week I want to produce a timesheet that I then use to bill them. If the user reopens the ticket I'm not sure how I can distinguish which time has been billed and which is new (in the new week). Can I set tickets so that any reply causes a new ticket to be created if the ticket is closed? How do others handle this? Simon

Having issues getting the feedback widget working. I have a small business office 365 account that has a default website that is hosted on sharepoint. I add the widget code into a html box, when I try to add it I get the a popup below I click ok, but nothing shows. The defer="defer" is added into the first line <script type="text/javascript" src="http://assets.freshdesk.com/widget/freshwidget.js" defer="defer"></script> I don't know html, so I am at a loss as what to do. Any help would be much appreciated.

Hi We are seeing that all the emails sent out by the dispatch'r to email groups in Google is not delivered. I checked the spam folder as well and added one of my email addresses that does not have spam filtering enabled, and the email is still not delivered. This is only happening when we send the emails out via the dispatch'r, all the other emails sent out are working fine. Can you please advise if you are able to make some changes to the mail settings so that Google deliver the emails correctly. Diederik

Search function is not working in cyrilic(russian). http://usm.freshdesk.com

https://github.com/gilesw/basecamp-to-freshdesk-contacts-csv

When using the LogMeIn widget on the New Ticket View, the generated pincode window does not appear. This functionality is fine on the Classic View. So as of now my agents switch to classic view, generate the pincode, switch back to new view and then continue with the ticket.

after the switch to the new OAuth for nimble, it seems like there is no token in callback for the auth request. generated urihttp://api.nimble.com/oauth/authorize?response_type=code&redirect_uri=https%3A%2F%2Flogin.freshdesk.com%2Fauth%2Fnimble%2Fcallback&client_id=0******************* Please work with Nimble to resolve this minor issue as soon as possible, as right now the integration is completely broken (even for an already authorized setup) Git issue #24 @ Nimble CRM https://github.com/nimblecrm/api-docs/issues/24

Note: Picked the wrong category, should be in problems. Hi, I was able to reproduce when your SSL breaks. Every page that includes a custom image (profile,logo/favicon), the image is being served from a non-SSL domain: http://cdn.freshdesk.com/data/helpdesk/attachments/... From what I see, you are using S3 for your CDN. Forcing HTTPS itself on the URL won't work: https://cdn.freshdesk.com/data/helpdesk/attachments/... This is because S3 does not serve a certificate unless you are using their subdomain. I would recommend using the following URL: https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/... Please fix this so we can use SSL on our helpdesks without the warnings. Thanks,Swaroop P.S. Nice bumping into you guys at Disrupt again. Expect more bug reports as I start using Freshdesk fulltime ;)

Can you tell us what is Freshdesk's framework? Can you tell us about some tecnologies, tools, OS? I read about linux skills of your engineers. Thank you very much :-D

Hi Freshdesk is sending me new emails, telling me that a ticket has been assigned to me every time I finish and resolve a ticket. This is new behaviour. I don't want emails telling me a ticket has been assigned to me right as I finish and resolve the ticket. Thanks

Hi, I have created some custom fields in my tickets but when I export the ticket data I don't get any option to export this information. Is it possible to export custom fields or only the canned ones? Thanks