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- 4,111 Topics
- 10,806 Replies
Ticket/Contact queries via client
Good morning!Is there an option to make queries for tickets/contact search via client instance.So I for example want to find all clients with phone number 555555555?Or all ticket for some user, so all ticket for user with id 123?I know there is API that I can call from outside of an app, but it will be so cool to do it via client instance.Thanks!
Chat from same computer / browser, different users
I am trying to integrate the freshdesk chat feature into our app. I am prepopulating the visitor name via FRESHCHAT_VISITORINFO. According to the freshdesk instructions this needs to be placed just before the freshDesk chat script. Unfortunately when this is run I do not yet have the logon information - ie the users name. If I set the name on FRESHCHAT_VISITORINFO once I do have it it seems like the freshDesk script has already run without that updated name. The chat box does not pick up that change and I'm just seeing the chat from the previous session. Is there a way to update the name and force freshDesk to refresh with that name?
In depth report Export as PDF
I have an In-depth report where I filter on specific customers for a specific time which gives us a nice overview.Then I click the Export as PDF link in the right upper corner and that sends out a PDF to me. Though this PDF contains all our tickets for all our customers and thus this is not filtered.Or am I doing something wrong?
Email Notifications not working from Freshdesk
Email Notifications not working from Freshdesk - opened March 21st, 2013 ^^^ Someone must have accidentally closed this ticket, and it's no longer accepting replies. To recap the problem: The "Can see all tickets from this company" feature should obviously send that person email notifications of activity on those tickets. Can you please fix that? To recap Freshdesk's constructive responses over the last 4 years: 1) Anna - January 29th, 2014: you're absolutely right. Let me pass these to my Product Manager and see if we can tweak the existing model a little bit to suit your requirements. I will definitely keep you posted on the updates. 2) Anna - October 14th, 2014: I will definitely try to push this further up on our roadmap. 3) Harish - May 1st, 2017: Regarding problems with Dispatch'r rules as a short-term workaround... you can edit the CC notification template. This can be done under Admin-->Email Notifications-->CC Notifications 4) Then November 5th, 2017: On Sun
Can you bring the product name into Solutions?
The multiple product support is great. However we have many sections which would apply to all products, but just need the product name changed. Is there a way to bring the Portal name/Product name into the solution text so we the one solution category can be used for multiple products?
Not receiving Email Notifications of Forum Topic
We've set up our forums so that the Admin account has to approve topics before they post at support.gigsource.com. However, during testing of this feature, our admin account is not receiving email notifications when a new forum topic is posted. Is there a time lag before this functionality is active?
Similar Email Addresses - Force to be different
Hi,We have a situation where some replies to tickets (via email) are required to be forwarded to a third party.Unfortunately, there are 2 companies we deal with and they both have very similar email addresses, and as the agents forward the ticket it autocompletes the email address, if not careful it can go to the wrong company.The emails firstname.lastname@example.org@xys.comIs there a way I can override the internally stored emails such that we can get the agents to type:abcretail orxysretail to bring up the addresses rather than the auto-complete email that the system picks?Does that make sense?
Automatic notifications creating issue doesn't works on Sprout?
Dear Freshdek support. I'm evaluating Freshdek and have a problem. When i create a issue using "New ticket" or using email, it works fine. I have been configure a dispatch rule that when a new ticket is created, its asigned a group and agent and sents a notification via email. But the email doesn't and the forwarding configuration its correct. Yours. Angel Sánchez
I've been working with Freshdesk for the past 5-6 months and I've had the hardest time communicating with their support team. Working through simple issues can be painful as Freshdesk Support has a difficult time gaining agreement (of the issue) and showing control of the support process. I sometimes feel that my issues are not throughly reviewed before resources/solutions are provided and this causes confusion with the overall interaction. At the price point we are at with Freshdesk, I'd expect a better support experience. Anyone else run into hurdles or challenges with Freshdesk Support?
Forward from Email using Mobile Email Broken
Presently if I forward an email sent to me personally using my desktop mail client (Thunderbird) to the support email, it converts it into a ticket and correctly puts the correct requester.However, if I use my Android phone to forward the same email to the same address, it will put me as the requester. Obviously the android client is not adding the email in an expected format.To replicate: - * Using an android device, with the built in mail application, forward a mail from an agent email to the support emailExpected results: - * Ticket created with requester set as the original posterWhat happens instead: - * Ticket created with requester set as the agent themselves
Cannot add a custom status
Hello,A few time ago, I was able to add some custom status on tickets. But I don't have the option "Add item" anymore on my freshdesk. However, the documentation (https://support.freshdesk.com/support/solutions/articles/37600-understanding-ticket-statuses) says it is possible on Sprout package.What is the problem ?Thank you,
Editor erases href-tag in footnote-Links from HTML
Hi,we are writing solutions in markdown, export it to html and copying it to the editors code view. After saving the soluton, the href="xyz"-Tag from out footnote-links were erased.In best case, we wish to have an editor who doesn't change the HTML code we copied at all.Did we something wrong?Here are some screenshots:1. Copy the html-code:2. Save it, then:3. Then click "edit" and the code went away...
Satisfaction Rating API documentation is incomplete
I don't know whether this is the right place to mention this, but the documentation for this endpoint is incomplete.https://developers.freshdesk.com/api/#satisfaction_rating_attributesThe endpoint (as far as I can see) only returns the survey results from the previous month unless you specify the created_since date.If the dev team does get to read this: this isn't the first time I've run into this behaviour of requests requiring arguments to return all values (instead of requiring them to filter results). I understand that deleted/archived items wouldn't be shown by default but there appears to be some "magic date ranges" that are applied to some result sets.I've use Pipedrive's API on a regular basis and it's 5X clearer than Freshdesk's. :-/
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