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Freshdesk

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  • 4,112 Topics
  • 10,810 Replies

4112 Topics

M
Contributor
mgandhiContributor
posted in Freshdesk

Downloading All Tickets similar to Ticket download from UI

HiWe are trying to integrate the Freshdesk tickets data into our BI tool for analysisPreviously, we used the Tickets download option from the UI - this provided a tremendous amount of details on each ticketWhen trying to use the http://freshdesk.com/api#view_all_ticket API call, the fields list are very different.. in fact a LOT of the fields we can get in an easy, readable, understandable format with the download all are not available from the API callIs there a way to gt the data that is available from the Download All through the API? Any help is much appreciated

4
R
Contributor
7 years ago
C
Apprentice
craig.cooperApprentice
posted in Freshdesk

Wiki

I have a wiki and would like to be able to import in into Freshdesk solutions.  Does anyone have any experience in doing this?

2
aravind.sundararajan
Skilled Expert
5 years ago
B
Apprentice
bas_13581Apprentice
posted in Freshdesk

Public ticket url dissapeard

I'm trying freshdesk and I don't see the Public Ticket URL placeholder when I edit the e-mail notifications. I tried also to type in manually {{ticket.public_url}}, but that does not work (it is empty when sending the notifications.

1
M
Contributor
7 years ago
R
Apprentice
robertosotomoralesApprentice
posted in Freshdesk

Cambiar un cliente a agente

BuenasComo puedo cambiar un cliente a agente, tengo la versión de freshdesk gratuitaSe agradece la ayuda

1
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
darren.iwakiContributor
posted in Freshdesk

Solutions Draft folder was deleted, and Solutions moves to nondefined folder?

For solutions, we used to have a Drafts folder.  It appears with the update that the folder was deleted, and the solutions don't exist in any folder, but can be identified as via KBase email.I can recreate a new folder called Draft, and move all the solutions, but is this correct?

1
sajesh.krishnadas
Contributor
7 years ago
M
Apprentice
michelle_12215Apprentice
posted in Freshdesk

Freshdesk Failure Today

We are experiencing a total Freshdesk failure today.  Delayed incoming calls/voicemails and cannot dial out.  Cannot get through to service.  Anyone else?

1
P
Apprentice
7 years ago
I
Apprentice
info_13540Apprentice
posted in Freshdesk

rename Requester* & Subject* & Description*

hiim new, this system is perfect.i have one question, after changing language of the system, Requester* & Subject* & Description* namesat the new ticket pagehttps://pcadmin.freshdesk.com/support/tickets/new are still in english,can i change them manualy ? thanks.sharon.

1
M
Contributor
7 years ago
M
Apprentice
mstApprentice
posted in Freshdesk

Extended API functions for creating forum posts

We want to move forum posts from our old user forum software to FreshDesk. but we are missing functionality to create forum posts with attachments. 

0
M
Apprentice
7 years ago
J
Apprentice
jzapataApprentice
posted in Freshdesk

Migrating forums into Freshdesk

Hello,At my company we are trying to migrate an old forum we had into Freshdek. For that we are using the freshdesk REST API but we have some issues.Basically we can create posts using the API and using the ID of the agent who answered such post, but how can we get the token of the Customer who posted the message? Because right now after the migration all the posts belong to the agent who answered the initial post.Also, how can we set the date of the post? Otherwise all the posts will have the date of the migration and not the actual posting date.

2
S
Community Debut
7 years ago
E
Apprentice
eric_13524Apprentice
posted in Freshdesk

MailJet Integration

I personally use MailJet for mail integration, I really would like it if freshdesk integrated with them. They're a great service.

0
E
Apprentice
7 years ago
P
Contributor
pietro.berteraContributor
posted in Freshdesk

SSO and Normal login

Hello,My intention is to still use at the same time Single Sign on and Normal login:I want that freshdesk users will still continuing using the Normal login and at the same time I need SSO for user coming from an external website.I did in this way: Click on Admin -> Security Enable SSO and select Simple SSO Copy the Shared secret Disable SSO Now I used the shared secret into the external website in order to create the HMAC-MD5 hash.Everything works as well: users can login using the normal Freshdesk Login form, and SSO from the external web site works like a charm.My question is:Is this scenario supported ? Or should I expect some side effects / issue ?Please let me know,Thanks

14
R
Apprentice
3 years ago
A
Contributor
allardContributor
posted in Freshdesk

Editor adds span styles with fonts to articles

This causes me to have to add CSS to overwrite all this, because it is too much work for our editors to filter this from the HTML. Why does the editor automatically add this?One example is <span style="font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif; font-size: 13px;">All our texts are supposed to be Exo 2 and 14px. The default Freshdesk setting is Source Sans Pro. My colleague did not copy paste the text from anywhere, so I am wondering where Helvetica Neue comes from.

1
aravind.sundararajan
Skilled Expert
6 years ago
S
Apprentice
sunpatelApprentice
posted in Freshdesk

iorad for freshdesk - Bring your Solution Center and Ticketing to Life

YOUR PROBLEM A frustrated user opens a ticket. Your customer agent knows the solution. What's the best way to show the user without wasting your agent's valuable time copy/pasting screenshots?OUR SOLUTION How iorad for freshdesk works.Fire open the iorad for freshdesk app and just click through the solution steps behind the capture frame. That's it. iorad does the rest. It magically breaks the captured events and screenshots into steps, highlights where the action took place, and creates directions based on what the agent did. Click finish and it’s instantly attached to your ticket and simultaneously posted to your solution center knowledge base. No uploading. No screenshots. No Mess.It's not just for agents, your users will love the solution articles too!You have lots of users and they all learn a different way. Some like to practice, and others like to see all the steps in a list. Print a hard copy? View it on their phone? Translated into their native language?iorad's got you cover

6
W
Contributor
6 years ago
L
Contributor
lbarclayContributor
posted in Freshdesk

Numbered list cuts off to the left when copied in from other sources

When copying in a numbered list, for example from an Outlook email, the numbered list items display too far to the left, off the screen area.  For example, from a Word document, I have:When I copy the entire set of text into FD, I get:Sometimes when it copies into FD, not only are the numbers missing, but the first few characters of text.

4
aravind.sundararajan
Skilled Expert
5 years ago
B
Apprentice
bcsprocessApprentice
posted in Freshdesk

FreshDesk URL is redirecting to temp link

Hi Freshdesk, Please cancel this redirect that leads to temp link. Our URL is as belowhttps://mastergardenersclub.freshdesk.com/support/homeOnce you click on login it will recirect to temp link. http://masterga.nextmp.net/mgc/wp-login.php?action=freshdesk-remote-login&host_url=mastergardenersclub.freshdesk.comWe need to cancel this redirect asap please. 

1
M
Contributor
7 years ago
D
Apprentice
darren.keithApprentice
posted in Freshdesk

First contact resolution problems

Hi all, Hope you can help. We use FCR % and SLA as a key measure within our CS department but there seems to be some issues with the reporting.My understanding would be that if an agent responds to a ticket and sets as resolved, if no reply is received then that would be classed as closed on first response.It appears that if someone else responds to a someone elses ticket their score is also impacts their FCR %Can you also clarify the SLA requirements, is this on first response or in fact all replies on that ticket?Thanks 

1
aravind.sundararajan
Skilled Expert
6 years ago
C
Apprentice
chuckApprentice
posted in Freshdesk

Double Billing

 I submitted a ticket 4 days ago about being double billed at two banks for the last two months and have heard nothing back.  Is this typical?  Is there a number to call?Thanks,Chuck 

1
M
Contributor
7 years ago
F
Apprentice
fery.visionet03Apprentice
posted in Freshdesk

Avaya one-x agent

How to integrate avaya one x agent with freshdesk?

0
F
Apprentice
7 years ago
J
Contributor
jeremy.bellContributor
posted in Freshdesk

How do I organize tickets by tag?

We're trying to generate statistics about the breakdown of issues that are coming in.  We just need to be able to see a list of all the tags we're using, along with the number of issues for that tag.  And we need to be able to arrange those numbers from greatest to least.I have looked and looked, and haven't been able to find a way to do this, other than to just enter in each tag one at a time, and then write down each total, which obviously isn't practical.  Please advise.

2
A
Community Debut
7 years ago
R
Apprentice
ratuckerApprentice
posted in Freshdesk

Fresh Desk

For the last couple of days FreshDesk Sprout has not been working. We have tried several browsers and the result is the same for all of them. The page will not load.I there something going on?

1
M
Contributor
7 years ago
S
Apprentice
stompnoiseApprentice
posted in Freshdesk

Adding note to a ticket returns status 500

I'm receiving status 500 with the message <h2>We're sorry, but something went wrong.</h2> <p>We've been notified about this issue and we'll take a look at it shortly.</p> when adding a note to a ticket using the api. 

4
P
Apprentice
7 years ago
R
Apprentice
ryan.mcallisterApprentice
posted in Freshdesk

Prefill form using URL?

I am looking to prefill the email address field on my customer portal using the URL.The reason for this is that many users from our housekeeping department (not computer literate) use the helpdesk portal to submit tickets regarding maintenance in the rooms. They cannot type the email address correctly and sometimes I end up getting new customers created in the portal because they have typed the email address wrong. So I am looking to create a shortcut on the desktop of the shared computer that prefills the form with the email address. I cannot keep the user logged in because guests also use these laptops.I tried something like this by using inspect element and trying to find the ID of the email field.https://mycompany.freshdesk.com/support/tickets/new?helpdesk_ticket[email]=someone@company.comor https://mycompany.freshdesk.com/support/tickets/new#helpdesk_ticket[email]=someone@company.com

9
Tincho cerdeiras
Community Debut
2 months ago
K
Apprentice
kuldeep.kumar1Apprentice
posted in Freshdesk

Getting error while searching contact in freshdesk

"contacts.json/"+ urllib.urlencode({"query": "mobile is %s" % contact_number }) Pls let me know when I get this kind of error while accessing contact list.

1
R
Contributor
7 years ago
C
Apprentice
colin_13415Apprentice
posted in Freshdesk

Tickets API: get only tickets modified after XYZ timestamp

Hello,I'm integrating Freshdesk into our BSS. We need to record that customer had issue, and link to Freshdesk from BSS.Using API, I want to fetch only tickets that have been modified after XYZ timestamp.(Only need to scan tickets that have changed).Currently we fetch ALL tickets, and filter on our server. But this is wasteful (and we hope to have many tickets, at which point, this strategy will no longer work).I have tried the following LAST_CHECK = "2016-01-01T00:00:00-04:00" "https://domain.freshdesk.com/helpdesk/tickets.json?query=" + URI.escape("updated_at > {LAST_CHECK}" "https://domain.freshdesk.com/helpdesk/tickets.json?query=" + URI.escape("updated_at is_greater_than {LAST_CHECK}"Though LAST_CHECK is 14 months in the future, this call just gives me all tickets.I have tried other date formats, but cannot find one that works.How do I get only tickets that have changed after XYZ date?Thanks!

1
R
Contributor
7 years ago
F
Apprentice
freshApprentice
posted in Freshdesk

How to block a belligerent customer?

Hi,One customer continues to ask the same questions over and over. In some cases I repeatedly close a ticket and tell them to stop writing about the same issue.Is there a means to stop this 1 customer from re-opening their tickets?  Or block them from submitting any new tickets?If they submitted something new that is legitimate I'd like to be able to support them, but if they submit the same question again, I'd like to merge it with the closed ticket and stop engaging with the customer.Thanks for any suggestions!(note - first time posting here and not seeing an appropriate forum topic - please let me know if i'm not in the correct place)

4
aravind.sundararajan
Skilled Expert
5 years ago

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