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All my solutions are missing?
This must be a new bug or something but after deleting an empty category, all my solutions no longer show up on the front or backend. They still exist, as I can browse to them by finding the article link in my account history page, but the category hierarchy doesn't seem to be showing right and doesn't register as having articles within them and showing them.Anyone have any suggestions?
Service Visit (Physical) Reports
Hi, We work with diagnostic imaging equipment and have to do a lot of on-site technical supports visits. We are trying to migrate our whole service tracking to freshdesk, and would like your opinion on the best way to accomplish this-We are required (by law) to give a technical visit report to the customer, as this will be attached to the medical device's log.-This report needs to be signed by both the support engineer and the person that receives the device on the customer's end.-Each visit has some fields, one of which is a consecutive, unique numberWe are looking for a way to replace the reports or engineers have to manually fill with freshdesk + maybe something else.What approach would you take? I'm thinking of setting up a form (internally or with an external service? which do you think would work best? and engineer could fill the report online and make customer sign on a trackpad, etc. This would be valid.Please let me know your thoughts and how you've managed the duality betwee
Modify Freshdesk Theme
HiI would like to make a small change to our support portal Login page, to be clear this pagehttp://freshtheme.freshdesk.com/support/loginAll I would like to do is place a background image on this screen, can anyone give me some example code for this to place in my css?Kind RegardsDavid
Empty Spam Folder & Not Add Spam senders to Customer List
Is there any way of emptying the spam folder completly?Also the customer is list is completely overly large due to the system adding all spam senders to the customer list. There should be a way to remove or not add Spam sender ticket emails to the customer list.
What is the right way to handle a contact who leaves a company?
We don't seem to have the ability to change their password, which would be the easiest way to address the issue. There is no way to flag them as "inactive" either.Deleting the account is an option, but lacks audit trail capability so I don't think that's appropriate either.What is FreshDesk recommendation?-Keith
Filtering on Web Page and Mobile Client
I find it's so hard to actually find something in Freshdesk. I spend really a lot of time searching, because the filters are so lacking. Is work being done on this right now this very instant?F.ex, today I was going nuts trying to find a ticket. I knew the clients name, but I was unable to get all open tickets on that client in the Android client. I had to give up and return to the web client to find the info. I see filtering lacks really in all aspects of Freshdesk. Why is it like this?
How can I get list of all topics in my portal?
Hello,I am using freshdesk api for integration. I want to display list of topics available in portal.But to display topic you need to provide the category for getting forum and for getting the topic also forum ID is required. There are too much category and and forum in my portal so this is not valid way to get the topic.Is there any alternative and simple way to display the topic instead of above way?Please let me know as soon as possible.
Import and convert old customer Emails into tickets: BUG on date.
Hi, I'm evaluating freshdesk, and planning to migrate our old manual mailbox support.In order not to start from scratch, and have customer history, I'm evaluating migration options of our customer care mails into tickets.I understand emails cannot be forwarded , but rather redirected to our freshdesk entry point, in order to keep original senders. (email headers)By using thunderbird or Apple Mail, it works fine indeed : the original sender is preserved, and the customer is imported.BUT there is a big bug on date : the original date is lost, and replaced by 'now' date.I've tested to redirect an old mail to a gmail mailbox : it works fine , the date is preserved, so the bug is on freshdesk side.How solve the problem ? thank you for your help- Arnaud
Associate Contacts/Companies to Specific Portal
For those of you who have multiple products with unique portals, how do you assign companies/contacts to the correct portal? I will need to import about 1000 contacts in a few days, and all of them need access to just ONE portal for them. (They have no need to see the main portal, nor the portal for another product of ours.)I can't see a way to do this via Contact or Customer Fields, nor in the portal setup page.Ideas?
Get List of tickets with survey completed
Hi, I can get the survey results of a specific ticket using /helpdesk/tickets/[Ticket ID]/surveys.json, but I can't find a way of getting a list of tickets which actually have a completed survey.Is it possible, for example, to retrieve a list of the X most recent tickets which have survey results?Thanks in advance.
Duplicated Survey on Email received when closing Ticjet
Hi, We are using Google Mail in our organization and for some reason, the survey appears duplicated on the closing emails.Both surveys can be clicked & completed which can lead to very weird stats !Please see attached and let me know if you have an idea on how to resolve this !Thanks in advanceBaptiste
Custom app for JIRA Ticket-Tag
The new JIRA custom app helps in automatically tagging your helpdesk tickets based on issues that are imported from your JIRA account. This custom app works alongside the Freshdesk-JIRA integration. For you to be able to use this auto-tag feature, the JIRA app for Freshdesk must be enabled in your helpdesk. For help with linking your JIRA account with your helpdesk, click here. To install the JIRA Ticket-tag custom app: Download the zip file Unzip it and open the .txt file containing the code. In Freshdesk, go to Admin -> Apps -> New Custom App. Title it “JIRA tags” and paste the code copied earlier. Make sure “Show this widget in the ticket view page” is enabled. Click on “Create and Enable. If tags are not generated automatically, please go to “Admin → Apps → Get More Apps → Atlassian JIRA” and make sure it is enabled.
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