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Freshdesk

Read, learn, and solve about our Support Desk product.

  • 4,113 Topics
  • 10,814 Replies

4113 Topics

B
Contributor
bmercerContributor
posted in Freshdesk

Freshdesk unresponsive

We're currently unable to log in or access any of our Freshdesk services. I'm unable to even ping the server. I'd like to know if this is a problem with the Freshdesk system, or if it's some sort of network outage somewhere between here and AWS.Are other people experiencing this problem?

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A
Contributor
7 years ago
G
Apprentice
gmcdowellApprentice
posted in Freshdesk

Agent Cannot Log In as Agent

I've converted a contact to an agent. They activated as an agent (it was me). And now I cannot log in as an agent. I get the following error message: You seem to have already logged in with gmcdowell@myemail.com. By proceeding, gmcdowell@myemail.com will be logged out and you can sign in with different email So, I continue and try to log in as gmcdowell@myemail.com, at which point I get the error message: You are not allowed to access this page!

8
aravind.sundararajan
Skilled Expert
4 years ago
B
Apprentice
barton.myersApprentice
posted in Freshdesk

Search Relevance and Tags

I wanted to tag our Solutions for relevance when searching. Unfortunately this does not seem to be working properly. I will provide an example below.I added multiple solutions all with Warcraft listed somewhere in them(Title, Description, Tags).The desired article to be pulled is below.Title: Warcraft Warcraft WarcraftDescription: Warcraft Warcraft Warcraft Warcraft Warcraft WarcraftTags: WarcraftWhen I searched Warcraft, the desired article was listed 9th for Relevance.The #1 Article on the list only has Warcraft listed once in the description with no tags. If I add Warcraft as a tag to the #1 Article it then shows up lower on the list for relevance. I guess I am not understanding the tag/search system. Is anyone else experiencing this problem and if so, what did you do that works for you? Any help is greatly appreciated here.

8
A
Contributor
6 years ago
T
Apprentice
thomazApprentice
posted in Freshdesk

Data Migration

Hi,I have a old account in freshdesk with a many tickets. I can import this ticket in another accout?

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Tincho cerdeiras
Community Debut
2 months ago
B
Contributor
bghContributor
posted in Freshdesk

Mint table view spacing issue

Hi,When large browser window while using the table view, it automatically adds spacing on the left and right. This causes the table to end up smaller!This is highly annoying, especially as I can't adjust the size or order of each column. Another issue is that, when hovering over the status, the row gets slightly larger until filter gets refreshed.

8
J
Community Debut
3 years ago
C
Contributor
ctallantContributor
posted in Freshdesk

Cards view in mint not working

I clicked on the Cards view, the screen refreshes and now the screen is blank.  And I can't switch back to the list view.  HELP

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aravind.sundararajan
Skilled Expert
4 years ago
E
Apprentice
eluApprentice
posted in Freshdesk

Ticket view does not load properly in Chrome.

Hi,I was looking to add a new support email and after doing so I was not able to view the tickets list in my browser. I'm using Chrome at the moment. I've since deleted this subsequent support email and have left the default one that I have. But I am still not able to access the tickets view in Chrome. I can see the tickets view if I use Safari. I Chrome when I select the tickets option I get a white screen.

8
aravind.sundararajan
Skilled Expert
4 years ago
Z
Contributor
zain.textpressContributor
posted in Freshdesk

Invalid user error

hi, i am trying to reply on a ticket through the API and suddenly i am getting error that  {"code":"invalid_user","message":"You are not authorized to perform this action on behalf of this user. id:43004366839, name:Sora"} although this is user is an activated user of freshdesk, please need assistance on that

8
aravind.sundararajan
Skilled Expert
4 years ago
P
Apprentice
patrick.sullivanApprentice
posted in Freshdesk

API in Postman

Hi,  I'm trying to test the API in Postman but I am having some difficulty with authentication in Postman.  The images below are 1) the recommended curl from the api documentation and 2) how I am translating that to Postman.  I am using the example to prevent from posting any sensitive info, but I use my url and API key in the same format.  Can anyone recommend how to get up and running in Postman?

8
e.feurich
Contributor
3 years ago
K
Contributor
kweeksContributor
posted in Freshdesk

New Dashboard

Is anyone else having issues with the new dashboard?I have an ugly vertical scroll bar in the middle of the screen and the dynamic resizing no longer works.I tried on 'lets talk' but the Agent has disappeared and no ticket has been created.

8
D
Contributor
7 years ago
H
Contributor
houston_vargasContributor
posted in Freshdesk

Ability to receive email notification for other agent responses

Exchange between Agent A and Customer A, for any interactions it's normal for Agent to receive email notifications for customer replies.However, Agent A is no longer on shift to respond to Customer A. Later, during Agent B's shift, a reply comes in for Agent A then Agent B takes over but Agent A is still assigned. Agent B replies but no email notifications are sent and the ticket is set to waiting status. Agent A has no history and assumes that the customer has not replied back in that time frame. The workaround is to either reassign the ticket or to set an observer rule for all replies. The problem I see here with the observer rule is that there is, quite a bit more email spam and no way to prevent emails from coming in from self assigned tickets responses. Is there something we are missing in order to get regular agent response emails (non-note emails) from non-assigned agents?

8
R
Contributor
5 years ago
I
Apprentice
it_13705Apprentice
posted in Freshdesk

Recent tickets counter - Status Open and Total Recent Tickets

Shows the number of tickets with status "Open" ( Red ) and all recent tickets ( White ).

8
M
Community Debut
6 years ago
L
Apprentice
lenaApprentice
posted in Freshdesk

How do I update custom app code

I have developed a custom app for my organization. And installed it. I now need to update code. Can't seem to be able to do that. I tried 'Replace file'  and then Publish , but that doesn't update the code. even though timestamp on the files seems to be correct (new). 

8
aravind.sundararajan
Skilled Expert
5 years ago
P
Apprentice
pheap.thangApprentice
posted in Freshdesk

Attachments - unable to attach / view / download.

Good Morning: The attachments through FreshDesk are not working.  Please verify if there are any issues with AWS. Thank You.

8
aravind.sundararajan
Skilled Expert
6 years ago
N
Apprentice
nelson.hartApprentice
posted in Freshdesk

The tag field on contact

The tag field isn't avialable when looking at a user/contact via the API

8
aravind.sundararajan
Skilled Expert
5 years ago
K
Apprentice
kenneth.granlyApprentice
posted in Freshdesk

Incoming emails get cropped by smiley in text

When reciving emails in freshdesk containing smileyface :), the email are getting cropped. All text after smileyface are gone in ticket in fresdesk. Screenshot showing mail sent with smiley: Screenshot showing incoming mail with smiley:

8
aravind.sundararajan
Skilled Expert
5 years ago
M
Contributor
marco.bischoff_16667Contributor
posted in Freshdesk

IE 11 textarea and buttons not rendered correctly

HiOne of our customer faced a problem with the textarea in IE 11 which is just a single line of text instead a textarea. Also the buttons for "submit" and "cancel"Is this new with the mint version and by when can this be resolved?Best regards,Marco

8
aravind.sundararajan
Skilled Expert
5 years ago
T
Apprentice
tmizeApprentice
posted in Freshdesk

Salesforce Integration

I have the app installed in our Salesforce edition which is enterprise. We have an issue with the visual-force page crashing in Salesforce lightning. I can see the tickets and everything but when I click on a topic the page crashes. I can do everything with no problems in classic. Our version of Salesforce is Spring 18. Please help, we would really like to use this great feature for our sales guys to have visibility on tickets. Thanks for your time, Tim.

8
A
Contributor
5 months ago
S
Contributor
sbeesonContributor
posted in Freshdesk

Reverse sort order of notes in Agent ticket view

This was adapted from the Freshdesk plug for reversing the sort order for the customer portal. <script type="text/javascript"> jQuery(document).ready(function(){ var con = document.getElementById('all_notes'); var els = Array.prototype.slice.call(con.childNodes); for (var i = els.length -1; i>=0; i--) { con.appendChild(els[i]); } }) </script> </style>  

8
marcus.landgren
Community Debut
5 years ago
I
Contributor
info_12263Contributor
posted in Freshdesk

Migration OTRS to Freshdesk PHP Script

Didn't really know where to post this, but since this software uses the API I decided to put it here.I have been working on Migrating from OTRS to Freshdesk over the weekend and have wrote some command line PHP code that uses the Freshdesk API and a copy of an OTRS database to create tickets and add all ticket interactions as notes on the newly created Freshdesk.The hardest part was dealing with the 1000 API calls per hour.  I have an OTRS ticket database with ~81,000 items to migrate over.Feel free to fork, pull, or contribute!https://bitbucket.org/fastglass/otrs-to-freshdesk-migration/overview

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M
Community Debut
4 years ago
F
Apprentice
freshdesk_11820Apprentice
posted in Freshdesk

API search

I have been using search through API calls toBASE_URL.search/solutions.json?search_key=via CURL in PHP.It works fine, but I'm getting results that contain published solutions as well as drafts.Is it possible to filter out drafts?Is there an additional parameter I should pass?

8
aravind.sundararajan
Skilled Expert
5 years ago
P
Apprentice
paul.vancingelApprentice
posted in Freshdesk

What are these red circles with question marks?

Our Freshdesk ticket page is pocked with little red circles containing question marks. Hovering over or clicking on them does nothing.What is their intended purpose and how can we get rid of them?

8
C
Community Debut
4 years ago
S
Contributor
support_12792Contributor
posted in Freshdesk

Topics You've Replied To

I might be blind, but I can't find a view of tickets I've replied to. Kinda hard following up threads if you don't have a list of topics you've replied to. Is there any way to show such a listing?

8
T
Contributor
8 years ago
I
Contributor
ian_18288Contributor
posted in Freshdesk

Oops! Something went wrong error

Hi,Went to reply to a ticket today but i can't send the update as i keep getting this error message.Can someone please help me as i need to get the update sent out to the client.RegardsIan

8
I
Contributor
4 years ago
B
Apprentice
baumanjoshApprentice
posted in Freshdesk

Unable to setup dkim

New account setup last week. Setup custom email address and added our DKIM dns entries.  Today I go in to verify settings and it says that I have not setup a custom email address, yet it shows up on screen.

8
M
Community Debut
3 years ago

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