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Freshdesk

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  • 4,114 Topics
  • 10,814 Replies

4114 Topics

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Contributor
kcastellanoContributor
posted in Freshdesk

Disable Check Ticket Status

Hello,Is there anyway to disable the "Check Ticket Status" on the main page?  I'd like to remove this feature for users if possible.Thanks,Ken

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5 years ago
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kim.dobranskiApprentice
posted in Freshdesk

Activation Emails Not Going Out

Help i have a flood of people registering and not getting activation emails! tempest.freshdesk.com

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5 years ago
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Contributor
keith_11877Contributor
posted in Freshdesk

New Agent notifications feature needs work

I don't need to be notified about MY actions and I especially don't need it to assume that the customer is the one that provided the notification.  These are both my own replies to tickets I own. Nothing to do with the customer. This otherwise nice feature is rendered useless. Back to design school... -K

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K
Contributor
5 years ago
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pbaartApprentice
posted in Freshdesk

Duplicate DKIM records Freshdesk and Freshsales

At our company we use freshdesk and freshsales. Both use the same domainname. When we try to setup the dkim records there is an issue that both systems use the same records, but with different values. Anybody found a solution for this?

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Community Debut
5 years ago
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rtaylorApprentice
posted in Freshdesk

GET all unresolved and unclosed ticket

 The API v2 documentation shows predefined filters as available for query in the API. Is there a reason the unresolved predefined filter does not work? Predefined filters /api/v2/tickets?filter=[filter_name] Available predefined filters:

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5 years ago
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jjavcaApprentice
posted in Freshdesk

Language Support

Is there any way to support project by translating to my Language. How i see you don't have Croatian Language, and our team will gladly help with that. The problem is that few our customers understand English. With the Serbian and Bosnian language is almost the same so you can easily open towards them as well. 

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Community Debut
5 years ago
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consuelo.monforteApprentice
posted in Freshdesk

Problems with custom app

Hello, the idea is: - when yuo press the "Add Time" button, two fields are added to add times. - when closing the windows, the comments and these two new fields are added as a private note in the comments of the ticket in which it corresponds.So besides adding the time in the timers, they are added in the private notes of the ticket.But the problem is that, from time to time, it also adds the comment on another ticket.Can somebody help me?Thank you

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5 years ago
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vinoth.shankaran_oldApprentice
posted in Freshdesk

Auto Start Timer

The Auto Start timer fires up when the ticket is open and stops ticking only when the ticket is closed or resolved. Keep track of the amount of time taken to close a ticket. You can even use the timer to reward agents. If the agent has to work on another ticket immediately, the timer can be stopped till the agent returns to work on the current ticket. Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"

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Community Debut
6 years ago
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tim.pijpopsApprentice
posted in Freshdesk

Time Entries API - How to get the date of the actual time spend

In the time entries API, I can't see the date on which the actual time was spend. E.g.:  I have a ticket with time spend on May 18th, but I don't see this field in the API  [{"billable":false,"note":"Feedback sturen naar de klant.","id":29000001766,"timer_running":false,"agent_id":29000055853,"ticket_id":500,"company_id":null,"time_spent":"00:15","executed_at":"2017-05-17T22:00:00Z","start_time":"2017-05-17T07:41:30Z","created_at":"2017-05-17T07:41:30Z","updated_at":"2017-05-19T10:11:23Z"}]

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Community Debut
6 years ago
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Contributor
gordon_15642Contributor
posted in Freshdesk

Jira Integration "Login Failed"

We used to have the Jira integration working, but it stopped working a while back and we haven't been able to use it since. I suspect it's related to the shift to using "atlassian accounts" for the jira cloud service we're using but I have no idea. I've tried using the email address and the username itself, and I'm 100% sure the password and domain are correct, but I always get the error message: jira reports the following error : Login failed

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6 years ago
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janet.kercadoApprentice
posted in Freshdesk

Create Ticket AS CUSTOMER NOT Agent

Hello, I've been trying to Create a Ticket as Customer using the API.  Can anybody help me? I've been using "support/tickets" and "support/tickets/new" in the URL but the response I get is the HTML of the Login page. Any help would be appreciated. Thanks in advance!

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Community Debut
6 years ago
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rahul.khannaApprentice
posted in Freshdesk

Requester Email issue

Hi , Does Freshdesk provide any API endpoint to fetch the email of the requester if i have the requester ids or name or ticket ids etc.  Thanks  Rahul

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6 years ago
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saas-adminApprentice
posted in Freshdesk

CTI

When I enter CTI app setup info, I expect to see an IFRAME containing my SOFTPHONE on the dashboard. However, I do not see an IFRAME containing my SOFTPHONE. I am a developer, so I do not want to pay for a freshdesk account in order to do my development. But this seems to be required. Please advise.

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Community Debut
6 years ago
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support_11849Contributor
posted in Freshdesk

Add Custom Icon

How can I add a custom icon with hyperlink next to he canned response icon in ticket replies?

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6 years ago
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mike_zihalApprentice
posted in Freshdesk

Renaming Requester

I want to rename Requester it so it says "email" instead when using the "Feedback Widget"I went to the "ticket_fields" page, clicked "Search a requester" and renamed "Requester" to "email"However nothing changed. When I went back to that field, it was changed back to "Requester".Does this work?

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Contributor
6 years ago
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vinoth.shankaran_oldApprentice
posted in Freshdesk

Insightly CRM

Pull up contact information (name, mail id, organization) of your leads right inside the ticket view from Insightly CRM. Agents can not only see the contact details but track tasks associated with each leads and its status and priority.Installation procedure:Create an account at https://www.insightly.comGet the API token from your insightly accountReplace the username field with the api token of your insightly accountLeave the password field as it is (blank)Save the changes and enable the FreshPlug.

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K
Community Debut
6 years ago
K
Contributor
keith_11877Contributor
posted in Freshdesk

SLA timers are wrong

This is patently incorrect behavior so I'm surprised I don't see anyone else reporting it. Set an SLA timer so that tickets w Priority High must be resolved in 1 hour. Take an old (> 1 hour) ticket whose priority is Low - set it to High. SLA alert immediately fires.  SLA's must be set from the time the Priority changes, not from the time the ticket was opened! If no one else sees this perhaps there's something odd with my setup. 

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Community Debut
6 years ago
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Contributor
seri0uslysecur1tyContributor
posted in Freshdesk

Freshdesk Security Issue: What are they hiding?

We use Freshdesk at my company for customer support. One of their features that we use, allows us to setup a custom single sign on page for our users, so that they can sign in to the app with their exsting company credentials instead of creating new ones with Freshdesk.Earlier this week, we received an email from their security team asking us to change our implementation of single sign on for security reasons.Full first email here: http://pastebin.com/5Lx6nB6yThe email said that I have to do it before Thursday (2 days from receiving the email) which looked like a very short period. I was worried and replied to them asking what was going on and what I needed to do specifically. They told me to change the order of the SSO attributes from (name, email, secret key and timestamp) to (name, secret key, email, timestamp). The earlier method apparently allows a vulnerability and the new one would make single sign on more secure.Full reply here: http://pastebin.com/Bjgb3ffWSo I went ahead and t

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Contributor
6 years ago
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svoop_gq7cqhe91rApprentice
posted in Freshdesk

Duplicate user emails when creating tickets via the API

 Hi We're currently on Zendesk, however, while the agents seem somewhat okay with it, us tech guys are having major issues with it, which is why I'm looking for an alternative. Our web app is handling user projects and whenever a project is created, a corresponding ticket on Zendesk is created to funnel the communication through. The problems begin whenever a user creates a project using an email address which had previously been used on Zendesk. Shared user emails are not allowed and cause the ticket creation to fail, human intervention becomes necessary. Is it possible to handle this situation more gracefully on Freshdesk? Thanks for your help! -sven

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6 years ago
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willApprentice
posted in Freshdesk

Impossible to local test Request API or third party libraries in assets in latest Google Chrome

Hi, I've been doing small POC Freshdesk custom app to integrate information from our public facing API to Freshdesk. The eventual app will allow our support agents to check if contacts are authorized from our in-house mini-CRM, but for now, we're just doing a POC to check if its viable. The POC app is very simple, it should only try to get a message form our public configuration API. I've had no luck being able to local test this. I've tried the solution you mentioned here: https://support.freshdesk.com/support/discussions/topics/314311 Unfortunately, in the latest Google Chrome, setting "Load unsafe content" has no effect on this. Please see the attached GIF screencast for a demonstration. The Chrome version I am trying to test on is: Version 58.0.3029.96 (64-bit) We have also had no luck local testing libraries being included as assets. As this app may grow in complexity over time, we would like to build it in ES6. We've tried building our app.js using browserify/babel transp

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Contributor
6 years ago
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thomas_14589Contributor
posted in Freshdesk

Freshdesk chat APIs ?

Hi, The chat feature is more and more and more important to us. And one of our issue is that the agents are missing chat a lot because if they are not in front of their PC: there is no proper alerting system on an agent smartphone for example. As the chat support in the freshdesk iOS/Android app is not coming for now, is there a way to have access to chat through a REST API? So we could do some custom work to send slack messages for example? BR Thomas

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6 years ago
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roberto_garciaContributor
posted in Freshdesk

Report: Load Analysis Color

As you can see, or hardly see below. The background color of the report representing Total Load is white, and cannot be distinguished from the white background of the report unless you highlight it. As a visual representation this doesn't seem to achieve its purpose. 

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6 years ago
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j.broughton01Apprentice
posted in Freshdesk

Setting Automatic Replies In Outlook

A technical document on how to set up automatic replies using outlook

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6 years ago
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julien.paillardContributor
posted in Freshdesk

Ticket merging - Anything fit for purpose planned on the Freskdesk roadmap?

Hi Freskdesk, The current state of your ticket merging is functionality is nothing short of shocking on many levels:  no respect of the chronology of customer interactions, no record of merged ticket timestamps, no full merging of other key ticket properties such as recipients, default exclusion of merged replies from primary ticket thread through the use of private notes note, no filtering out of closed/merged ticket in ticket screens after merging, and the list goes on. Although user feedback on this topic is a bit fragmented, there are clearly many users reporting some level of difficulty with the way ticket merging currently  functions: https://support.freshdesk.com/support/discussions/topics/3400 https://support.freshdesk.com/support/discussions/topics/8548 https://support.freshdesk.com/support/discussions/topics/18785 https://support.freshdesk.com/support/discussions/topics/75501 https://support.freshdesk.com/support/discussions/topics/304936 https://support.freshdesk.com/sup

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Community Debut
6 years ago
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glachanceApprentice
posted in Freshdesk

Insert solution not working

I am unable to insert a saved solution into a note on one of our tickets. It simply says there are no suggested solutions found and if you try to manually search for a solution, no results are shown as well.

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Contributor
6 years ago

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