Archives - Freshdesk

Freshdesk is unusable from a security standpoint unless I'm just missing something. There is no point in SSL if every reply to a ticket has the body of the message sent in clear text through email. I know you can customize emails to remove ticket comments, subject, etc but you cant seem to customize all the emails. Even with every email customized to remove this info I still get email notifications when I reply to tickets that include the full comment. Is there any way to work around this? I really love how freshdesk is laid out otherwise but this is a deal breaker.

Is it possible to set things so that only emails from registered Customers generate tickets?Alternatively, it seems like the only solution for handling the non-issue-related emails that come to our Support address is to use your Spam and Block/Delete users features after a non-real ticket is generated. Is that right?Thanks for any tips or insights you can provide.

There is an undocumented get parameter that you can pass in during single sign on.Append: &redirect_to=<URL>to the external authentication string consisting of the hash and email address and once logged in you will be redirected to the url specified.

Is possible to login into Freshdesk from a Joomla website login module?Thanks

Hello all,We have configured the IIS server with the ASP script from https://support.freshdesk.com/support/solutions/articles/2018--strong-active-strong-strong-directory-strong-integrationBut we keep getting the following error "Couldn't login to Freshdesk. Please contact your administrator". I'm also not sure what to fill in under "' Retrieve authenticated user" We didn't change anything under "' Retrieve authenticated user" so far.Please help.Greets,Arvid

Hi,I think you need to change the logic of the freshdesk API key and agent password logic. Here is why:We have one agent but we no longer have her password, and you have no password retrieval option for agents on your site. You can only reset the password, but have to know it already. Please please change this - it's crazy that you can't request a password reminder or reset! What happens if an agent resets her or his password and leaves the company!2. We need to be able to set up new customers with an account on freshdesk via your API as they come into our system. We have been unable to do this because the only way you can do it (that works) is with an agents email and password. You cannot do it as suggested with just the API key and 'X'.  So if we knew the agents email and password we could set up new users accounts using your API - but what happens when the Agent leaves, changes her password without telling the tech dept in our office or re-sets her API? I'll tell you,

When typing using IE10 on Windows 7 64-bit, the characters are cut in half. Notice the P and the Y; the full height of the character cannot be seen 

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I read the following article re: Active Directory integration. My concern with this setup is how the web portal will behave if the user is not inside the local network when submitting a ticket (and cannot reach the IIS/vbscript). Also, what happens when the user does not have domain credentials? When I enable SSO, does FD allow non-domain users to login via other means and/or to manually type their credentials from AD?  https://support.freshdesk.com/support/solutions/articles/2018-active-directory-integration  

In order to use the Lightbox2 JS in Solution articles, you need to follow these steps.Go to Lightbox2 website - http://www.lokeshdhakar.com/projects/lightbox2/Download the Lightbox2 and host this in your Wordpress account or so, so it can be served from your own site, instead of using Lightbox2 site (Just in case)Go to Freshdesk Admin -> Helpdesk Rebranding -> Portal Customization -> Portal Pages -> "Solutions -> Article ViewInclude the below code snippet in this section for Lightbox <link rel="stylesheet" href="http://lokeshdhakar.com/projects/lightbox2/css/lightbox.css"><script src="http://lokeshdhakar.com/projects/lightbox2/js/lightbox.js"></script>After including the code snippet, Save & Publish the Portal Page.Now, add up all the Images in your dropbox or Box account, since only Public Images are supported or even you can upload in your Freshdesk Solutions and note the CDN links for these ImagesAfter uploading the files, Go to the Sol

Hi guys, IIRC you guys were looking for a designer, please have him or her look at your emails as an area to improve on.  Here's a screenshot of the email that I receive from an update on a forum here:It doesn't look professional, it's a mess and doesn't really help anybody. First, at least add a link to the forum, so we can get there, it should be a link at "Widget in context with page". There should be an additional blank line right after that, before the "Admin wrote the following and add a : at the end of the line. Now, quote the content that was written ("It would.. types."). From this email, I couldn't figure where it was coming from and how to go there. As the result, I can't reply and can't be bothered to look it up. Thanks!

We have a Company listed and are trying to set the "Can see all tickets from this company" checkbox for Contacts from that Company.The Company field in the Contact is set correctly. The checkbox is selected, then the Contact info is saved.Company exists, and when viewing the company, all appropriate Contacts appear in the Company as associated with it.Tests performed: 1. Other Contact info modified as well as checkbox, then Contact saved. Other info was saved, but the checkbox wasn't.2. Contact with the checkbox selected was edited and checkbox unselected. Contact saved. Edited the Contact to reselect the checkbox, saving the Contact. Editing the Contact again, the checkbox wasn't saved.We currently have Salesforce CRM integration active, and the Company details were originally populated from a Contact created based on the SF contact account details.Please help, as this is a very important component to our helpdesk client contacts and case management.

I've had multiple customers report that they are unable to select one of the three satisfaction links via emails after a ticket has been resolved.

Anyone else having problems with the bar charts?The pie charts look OK, but the bars are not showing up on any of the bar charts.

I need to embed a video on the home page or any other page. Is there a way I can do this?

I'd like a way to update the ticket status through an email command without notifying the customer of a comment that really isn't there.  I've tried making the email command the only text in the body, but it still notifies the customer of a null comment. Am I missing a trick here?Thanks,Dan

Hi there,When I reply to a notification that a ticket has been assigned to me, and I add a command in the mail body, the reply is added to the ticket, but the command is not executed and a new ticket is created with the same reply-text.The command is properly removed from the text in both the first and the second ticket.Anyone ever have this problem?gr michiel

I was wondering if the new ticketview will stay as an option or will it be implemented as the only ticketview available in time?We want to switch completely to the new ticket view but whats the deal on this?Can we savely switch to the new ticket view without have to worry about switching back ?

How is the integration with FreshBooks working for you?If you're not familiar with the integration, here is Freshdesk's intro to it.For me, having a help desk solution integrated into my time tracking solution is critical to my business. We get bored of data entry, especially when there are people who made amazing APIs to help us.I've requested a new feature; it has to do with contractors. When I started with FreshDesk I thought it would let my contractors bill time via the integration. I was wrong and had to upgrade to the FreshBooks maximum plan so I could have the ability to have FreshBooks Staff. Staff can bill hours against a ticket via the Freshdesk to FreshBooks integration. Here's the ticket if you want to make it more popular or follow it as well: https://support.freshdesk.com/support/discussions/topics/16741How have you customized the Notes Text on the integration screen?The default notes only passes the ticket ID to FreshBooks. I want to pass the ticket ID, Subject, Status,

When agents are logged in, they should be able to search the entire site including all the notes that have been created by other agents and the information of all status of ticket text.  Right now, it seems like the search feature does not do that.  Any ideas on this?

The capability of adding notes to the tickets and making them visible to customers/internal is there in Freshdesk.  I would like to know how I can make these notes searchable to all agents. Sometimes custom solutions are applicable, but not always encountered by the same agent.  So if one agent creates a note for a custom fix, another agent should be able to search with a keyword and locate the note for the fix.

Hi, Am new to freshdesk and am having an issue when logging in.We have 3 agents setup. 2 are admins one is a supervisor.When I log into google as the supervisor user and choose freshdesk from the more -> Freshdesk link at the top of the page, Freshdesk then logs me in as one of the admin users.At the top right it has the option to swtich to the supervisor user and the other admin user. Why can't it log me in a the correct user?Thanks

Hello,I'm trying to use Freshdesk and access the URL, but instead of the usual Freshdesk login page,it redirects to our company's administrator login page today.Please let me know if there is any kind of maintenance going on with yours, and help me access the right Freshdesk login page.Thank you.

Hi, I'm evaluating freshdesk. Our company has loads of email address. We regularly get support request emails sent to non support email addresses. Is there a way of selecting these emails and creating a ticket without copy and paste into new ticket? Thanks.

Hello,If I submit a ticket using Safari, the form will not submit even though all the fields are correct.  I've tried this from multiple machines and have encounter this issue.  If I use Chrome or Firefox, I can submit the ticket.  It is as if the browser window in Safari is frozen.  Has anyone encountered or resolved this issue?Thanks in advance.Ken