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Freshdesk

Freshdesk

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

3,506 Topics
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3506 Topics

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Nagesh SrivastavaApprentice

asked in Freshdesk

cti.triggerDialer Event is not occurred

I have test ticket.replyClick event, working fine but I'm not able to get cti.triggerDialer event, as we are not able to deliver client project on time.Kindly help me on priority.

3 months ago

fmorassuttiApprentice

asked in Freshdesk

How can I change search input hover color under customer portal

I am trying to change background-color from search results list, but not able to identify which entry on CSS needs to be changed.Any help is much appreciated.

4 months ago

dineshsContributor

asked in Freshdesk

How to get the Created By field in the freshdesk customer portal using liquid template / API

In the freshdesk agent portal ticket view we can see the created by value but it's not available in liquid template or API We have tried the below liquid template but its not the correct one.{{ticket.from_email}}{{ticket.requester.email}} Can anyone know how to get the ticket 'created by' value?

3 months ago

Jan PrichystalApprentice

asked in Freshdesk

Always open embedded chat on the website

Hello,I am writing with a little bit more technical question. Is it possible to always open embedded chat on the website? I was not able to find these options in the setting.I would like to add the chatbot on the specific FAQ page, but not as a clickable widget, but into the specific frame where the chatbot would automatically open (instead of FAQ form).Thank you for your time and help.Jan

25 days ago

vsotoApprentice

asked in Freshdesk

Updated_since not returning older tickets

According to Freshdesk documentation, i can retrieve older tickets through the API using the updated_since parameter in the url query. My query have multiple parameters, and everyone is working besided adding updated_since. My query is: 'https://buk.freshdesk.com/api/v2/search/tickets?updated_since=2019-01-01T01:00:00Z?query="(type:Incidente OR type:Problema)"&page={}'.format(page) (The format(page) is to paginate through pages). If i remove updated_since, the query works perfect but it only retrieve the last 30 days tickets.

5 months ago

Steve CTop Contributor

asked in Freshdesk

Password reset e-mail getting sent.

Hi all. Bit of an odd one (to me anyway), when we resign an agent (convert to contact > delete) the system is somehow picking up the password reset e-mail and sending it to the resigned agent. I can’t see where the system is picking up the reset e-mail to this, I don’t think it is part of the requester notifications in e-mail notifications. Wonder if anybody has any ideas please?{{portal_name}} password reset instructions Thanks Steve

5 months ago

samlee2myApprentice

asked in Freshdesk

Reports with dependent fields

I’m very new to this system. Which setting up, I face an issue with creating a report to display the tickets categorised using the “Dependent field” under “Ticket Fields.” Based on sample below(1) how can I show only the depend variables from each level instead of all the sub level appearing in all levels? Refer to pic below “To achieve”(2) I notice that “Group by” only allow up to 2 level, possible to group up more?(3) Possible for the “Style” option to include hide 0 tickets categories?Reference below is good but does not solve what I want to achieve Thanks in advance.

3 months ago

jagandevApprentice

asked in Freshdesk

How to use bash scripts in backend

How to use bash scripts in backend for monitoring some services and I want get their results in freshstatus front end. Please suggest me

5 months ago

AnnayipApprentice

asked in Freshdesk

Cannot config to show subject when using Slack integration but just showing who created the ticket when replying a thread

When using Integration with Slack replying a thread, The push note in group will only show the first sentence of the ticket which is who created or who updated the ticket but I actually want to know related to the subject( The second line of the ticket) rather than whos created the ticket and know its hardcoded so cannot be configuration. I think it is really importance when replying a thread to the Slack group because if just showing who created or who updated the ticket as the subject, the team will never know what topic they are replying to but need to click in to check and reply. When there are few ticket show in one Slack group, it will be hard to manage and follow.

4 months ago

PaulineMIQUELApprentice

asked in Freshdesk

Only 1 address in TO which is prepolulated

Hello, I don’t understand why the field TO is automatically filled and it’s prepopulated so that we can’t modify it. Would it be possible to change the product to have the possibilité to choice every time we want to change the field TO ? We use Freshdesk with an intern software, we create a ticket by sending an email to our customer from this software and we put our contact adress as a recipient to open automatically a ticket in freshdesk and have a record of this first email. Thank you,Pauline

3 months ago

roman-satoshilabsApprentice

asked in Freshdesk

Customize portal search_form snippet

Hello,i want to ask if there is any possibility to customize snippet "search_form" ?We would like to autosuggest also categories and folders not only Articles.Even your API doesn't provide searching for Folders and Categories names.Thank you

4 months ago

alyssia.correaCommunity Manager

published in Freshdesk

dpyleApprentice

asked in Freshdesk

Duplicate tickets with Distribution Groups

So I am relatively new with Freshdesk. I have found that if my support email is within a distribution group and someone emails that distribution group a ticket will eb created (As I would expect). The challenge is that when someone else in that distribution group replies, a new ticket is being created each time. So for my case I have a ALL group that is frequently used to send notifications to all employees. When employee A sends the first email it works as expected. A ticket is created in FD, and that employee is set as the client. The issue comes into play when Employee b responds. When that occurs, a new ticket is created. So if Employees B,C,D,E,F all reply, is will cause there to be 6 independent tickets created in FD. This also happens with when the ALL group is CC’ed on a reply in a ticket. Any reply back is creating a new ticket.

4 months ago

LawrenceApprentice

asked in Freshdesk

Preview is not working

Hello,When I access the portal preview and then update portal settings such as background color, the changes do not take effect until I reload the preview pageTo see the new modifications, I have to close the website and click on the preview again.When you're working on a portal and can't see the changes right away, it's incredibly annoying.Is it possible that the developers will be able to solve it?Thank you very much.

4 months ago

Vishal SApprentice

asked in Freshdesk

FDK Validation Error

(node:1884) UnhandledPromiseRejectionWarning: TypeError: configuration.fastestFunction is not a function at sendMessage (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-rpc\lib\index.js:134:29) at createClient (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-rpc\lib\index.js:173:27) at Object.<anonymous> (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\node_modules\sync-request\lib\index.js:16:14) at Module._compile (internal/modules/cjs/loader.js:999:30) at Object.Module._extensions..js (internal/modules/cjs/loader.js:1027:10) at Module.load (internal/modules/cjs/loader.js:863:32) at Function.Module._load (internal/modules/cjs/loader.js:708:14) at Module.require (internal/modules/cjs/loader.js:887:19) at require (internal/modules/cjs/helpers.js:74:18) at Object.<anonymous> (C:\Users\Lenovo\AppData\Roaming\npm\node_modules\fdk\lib\validations\manifest-dependency.js:4:21) at Module._compile (

4 months ago

badkinsApprentice

asked in Freshdesk

Is there a way to change the default font size for the public-facing portal? 13px is too small for accessibility guidelines

13px is way too small … surely there’s a simple way to bump this up to 15px or 16px somewhere? https://accessibleweb.com/question-answer/minimum-font-size/

3 months ago

christatedaviesApprentice

asked in Freshdesk

Teams bot issues

We use the Teams bot with Freshdesk Support - and it needs some TLC:The available screen space is not used, and it really needs to be New comments include all ticket content. This is unnecessary IMO, and coupled with the issue about, it means that its basically impossible to read the tickets (see attachment)I’d love to use this more, but basically, I cannot.

3 months ago

kavindhaApprentice

asked in Freshdesk

Get email from ticket body and assign to reply-to

Hi,My company receives requests from customers by filling in a submission form but due to certain laws we have to adhere to we cannot save this info and have to send these requests to our external email and then import them into freshdesk from the external email. Since the emails are all coming to the external email from our corporate email the default reply to in each ticket is the corporate email. The actual customers email is in the email body. Customer agents have to change this each time and it has become a real hassle. Is there any method to automatically get the customers email from the body and set this as the reply-to value.flow for better understanding Customer fills form and submit > corporate email server sends info as email body > external email > fresh desk

3 months ago

Jared531Apprentice

asked in Freshdesk

Freshdesk Search Bar Issues

Hi - we’re new to Freshdesk and I wanted to bring up some issues with the Search Bar here. If I’m missing something then please let me know.If I wanted to search for all tickets that have Tag1, but also NOT Tag2, that doesn’t seem to be possible. We have nearly a million tickets and sort of rely on this syntax. It would be great if you could actually filter with conditional logic within the search bar itself instead of having to use the right-side panel. For example: #CustomField:Value1 AND tag:MyTag1,MyTag2 AND created:[2021-02-01 to 2021-03-01] I know that Help Scout and Zendesk offer this so I was surprised to see that this didn’t exist here.Does anyone have good workarounds for either of these? I tried to edit the URL directly for point 1 but nothing seemed to work.

3 months ago

Mario VimcarApprentice

asked in Freshdesk

Are there different callsigns in freshcaller if the number is busy or number is wrong?

How can we setup different callsigns in freshcaller for agents in case a) number is busy and case b) number is wrong?

3 months ago

RiazSkilled Expert

published in Freshdesk

Differentiate your brand with Freshdesk Messaging - Google’s Business Messages integrationNews

Hi everyone! Hope you are doing well. We have some exciting news and we could not wait to share it with you - so here we go: We recently launched the Freshdesk Messaging - Google’s Business Messages integration* (in beta), to help you serve your customers better! Your customers expect your brand to be approachable on their channels of choice. A strong online presence is therefore critical to your business - especially to differentiate your brand against your competitors. This integration can help your customers to connect with your business instantly and also enables you to deliver helpful, timely, and engaging customer experiences. Do more with the Freshdesk Messaging and Google’s Business Messages: Enhance accessibility for your business Differentiate your brand and allow your customers to reach you while searching for your business on Google (Search and Maps). Manage customers who reach out from Google’s Business Messages via Freshdesk messaging - like any other messaging

250

3 months ago

Arvind RamamurtiCommunity Manager

published in Freshdesk

Launching #TipsTuesdays

We can't believe its almost the end of February, where is the time flying? We hope you’ve all had a good start to the year :)The community was built for us to share, learn and find product solutions and ofcourse make our work lives a whole lot easier. That's why we're super excited to be launching #TipsTuesdays - Freshdesk tips and tricks that would be very useful. The first edition is all about Ticketing workflow. Check it out below: #TipsTuesdaysWe'd love to hear from you- comment below if you found this useful and if there are any cool hacks you want to share! Also, let us know if you want to see tips on something specific.Watch this space for the next edition

590

4 months ago

YuiApprentice

asked in Freshdesk

How could I works "search?term" at Google Analytics?

Hello,I’m trying to setting Google analytics4 for searching result within a website(I mean fresh desk) but I can’t.It does not work for a month...😰I tried belowmade custom dimension made event (search_term)how could i get the result what i expected？😭am I have to do special settings for fresh desk? I would appreciate it if you could tell me about that.

2 months ago

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#TipsTuesday : Ticketing Workflow#TipsTuesday

Differentiate your brand with Freshdesk Messaging - Google’s Business Messages integrationNews

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