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Freshdesk

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  • 10,451 Replies

3967 Topics

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Apprentice
_18024Apprentice
posted in Freshdesk

SSO without email

Hello. Is it possible to use SSO without email field? Email is an optional field in our account system, many our users don't have it and we don't want to ask email before accessing ticket system. We want to identify users only by external id. No workaround?

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Apprentice
4 years ago
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Apprentice
greg.spanner_16332Apprentice
posted in Freshdesk

Watched Tickets

Does anyone know how to unwatch a ticket once that ticket is closed? In the View, My Watched Tickets there were only 3 open ones and 50 closed! I can bulk select and uncheck the open ones and then unwatch the closed but shouldn't it be normal functionality that once a ticket has a closed status, all watchers are removed?

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Apprentice
4 years ago
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justin.nealeApprentice
posted in Freshdesk

Adjust description field size for customers

Is there any way to edit the size of the description field to make it larger for customers or even better to have a handle on the bottom right so that they can resize it themselves?  

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Apprentice
4 years ago
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Apprentice
marcelo.araujoApprentice
posted in Freshdesk

Redirect_uri problem with Freshsales

Hello.I'm trying to make an Freshsales app and I need to make an Oauth authentication, but I've got some problems.First: the authorize_url should be:https://app.rdstation.com.br/api/platform/auth?client_id={{my_client_id}}&redirect_url=http://localhost:10001/auth/callback&response_type=code&state={{state}}Look at the redirect_url parameter. This URL shows the authorization page.But, when I click on the "Authorize" button in my app, it redirects me to the following URL:https://app.rdstation.com.br/api/platform/auth?client_id={{my_client_id}}&redirect_uri=http://localhost:10001/auth/callback&response_type=code&state={{state}}Look at the same parameter again. The app changes the parameter to redirect_uri and it returns the following message:"Invalid parameter: redirect_url"How can I change this parameter to open the first URL?Thanks!!

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Apprentice
4 years ago
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Apprentice
l.loidlApprentice
posted in Freshdesk

Freshws & Symfony Backend

Hi guys,Has anyone implemented a solution with Symfony as backend? All our customer data would need to be sent from Symfony and then be handled from our customer service agents. Thanks Lorenz

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Apprentice
4 years ago
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Apprentice
bfrenchApprentice
posted in Freshdesk

API Ticket Filter by Requester and Status

Hi,I am able to filter tickets by requester email using:/api/v2/tickets?email=[requester_email]And am also able to separately filter by ticket status using:/api/v2/search/tickets?query="status:x"But is it possible to combine the two, so I am able to filter tickets based on requester email and status.For example, I would like to return all tickets who's requester email is email@example.com with a status of 2 (open). Is this possible and if so are there any example API calls I could be shown please?Kind ReagrdsBarry French

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Apprentice
4 years ago
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Apprentice
saravanan.anbazhaganApprentice
posted in Freshdesk

Want to sync freshdesk portal session information with our application

We are developing a portal for listing tickets, adding note to them using freshdesk built on API.We can get the proper API response, only that particular contact user session exist in the Freshdesk portal. Otherwise, API is not giving any results. So, we wanted to go with SSO, when we do login in our API application portal we want to be logged in freshdesk portal as well. When we want to logout in our API application portal we want to be logged out of Freshdesk and ours. Is it possible?We have integrated SSO with freshdesk and API portal successfully, our application and freshdesk api using same SSO endpoints. Now if i configure redirect endpoint as API application URL the session is carried to API application with valid session data. If I use freshdesk portal as redirect endpoint URL session is carried over freshdesk and session is exist in the freshdesk. Is there anyway to sync both sessions, the local API application session and Freshdesk application?Is there anyway in freshdesk at

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Apprentice
4 years ago
A
Apprentice
alex.yurpolskyApprentice
posted in Freshdesk

Service scheduling

 Hello,Does anyone know of a service (or function) that allows my clients to coordinate a service using a calendar? I need an option to  email  to coordinate a service and it will be documented in freshdesk?Thanks

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Apprentice
4 years ago
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Apprentice
jjgarciaApprentice
posted in Freshdesk

Create ticket with multiple attachments via API

Hi I'm using PHP curl to achieve this. I know you provide an example where you get this done just writing your own multipart form. I'm trying to let curl do it for me. The problem is that the "attachments" array you are expecting isn't a true array, so it won't accept files in a structure like attachments[1] nor attachments[][1]. I can't pass an array to curl with 2 different values in the same index of an array (attachments[]). So, my question is, how can this be done without having to manage the multipart form myself.Thanks

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Apprentice
4 years ago
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Apprentice
thomaswimbishApprentice
posted in Freshdesk

Code to Auto Select an Item the drop-down menu

We have two different portals, one for IT and one for maintenance. What I am needing to do is hide the required "Category" field on maintenance but at the same time have it auto select "other". We use the category field heavily on our IT portal so I need it required.I already have the code to hide the field, but can't find/figure out the code to have it auto select an option. Any welcome is welcomed with open arms.Here is the code I am using to hide the "Category" field<script type="text/javascript"> jQuery('#helpdesk_ticket_ticket_type').parent().parent().hide(); </script>

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Apprentice
4 years ago
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Apprentice
miwApprentice
posted in Freshdesk

Using anonymous links to share files from sharepoint

I have just installed the Onedrive integration and it seems to be working as intended. When I click on the little cloud, my onedrive for business appears, as do the sharepoint sites in our organisation.Just one issue: When I put in the link, the link we get is the type that requires a login to onedrive. Most of our users do not have onedrive, and we don't allow public files anyway.When you are in Sharepoint, it allows you to create an anonymous link with a limited validity which is available only  to the user of the email address you send it to. Is there any way to make the onedrive integration get this link and use it?--mark

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Apprentice
4 years ago
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Apprentice
linneaApprentice
posted in Freshdesk

SLA Reporting

I need to generate a report that shows a breakdown of all my tickets by status: resolved, pending etc and whether or not they have violated our SLA. The report also needs to include all tickets where SLA isn't being timed because the status is say 'waiting on third-party update' - I'd like to see how many of these we have and how long that ticket has had that status. Does anyone know if the above is possible? I've tried to get help on this from my agent but not getting very far, any help would be most appreciated. 

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Apprentice
4 years ago
G
Apprentice
g.schmidleApprentice
posted in Freshdesk

How can I count the number of unassigned and not closed tickets in my helpdesk?

Hi,I'd like to find out the number of unassigned and not closed tickets in my helpdesk via the API?Any ideas?Thanks,Greg

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Apprentice
4 years ago
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Apprentice
vivek.kApprentice
posted in Freshdesk

integration of solution articles to ticket fields

 Hi I want to use the category and sub category of solutions/knowledge base to be used as category and sub-category for creating tickets, such that by selecting these categories article is presented before creating a ticket ,and if it is not resolved then option to create ticket in same category is shown

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Apprentice
4 years ago
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Apprentice
morsi.masmoudiApprentice
posted in Freshdesk

Can't connect with API to my freshdesk Account with PHP

Hi,I'm using a PHP code to try to fetsh my tickets. Sample of code used : $api_key = "xxxxxxxxxxxxxxx"; $password = "x"; $yourdomain = "yyyyyyyyyy"; // Return the tickets that are new or opend & assigned to you // If you want to fetch all tickets remove the filter query param $url = "https://$yourdomain.freshdesk.com/api/v2/tickets"; $ch = curl_init($url); curl_setopt($ch, CURLOPT_HEADER, true); curl_setopt($ch, CURLOPT_USERPWD, "$api_key:$password"); curl_setopt($ch, CURLOPT_RETURNTRANSFER, true); $server_output = curl_exec($ch); $info = curl_getinfo($ch); //var_dump($info);exit; $header_size = curl_getinfo($ch, CURLINFO_HEADER_SIZE); $headers = substr($server_output, 0, $header_size); $response = substr($server_output, $header_size); when i var_dump $info i can see that my code add HTTP and try to connect to HTTP://https://domain.freshdesk....How can i resolve this problem ? thanks.

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Apprentice
4 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Freshdesk

How do you measure the quality of your Support team?

Hello,We all have different methods and best practices to measure the effectiveness of the support team. You can also find a lot of articles on the internet talking about different methods that you can employ . However, one size doesn't fit all when it comes to doing QA for your teams, considering the nature and the dynamics of teams.Let's use this space to share and discuss methods that have been successful for you and your teams.Cheers!

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aravind.sundararajan
Skilled Expert
4 years ago
C
Apprentice
chApprentice
posted in Freshdesk

Pivotal Tracker Integration

I have problem with installing app: Pivotal Tracker Integration on Mint. I get the message: Incomplete Pivotal Integration Create a custom 'number' field by name 'Pivotal Story ID' to complete the integration, but I have created the field. Claus Humlum, KeepFocus, Denmark

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Apprentice
4 years ago
C
Apprentice
crystal.steuerwaldApprentice
posted in Freshdesk

Deleted contacts

We are unable to search for deleted contacts since we switched to the freshdesk Mint version. We need a search function or an A-Z option like we had in the old freshdesk. Not sure why functionality would be removed... 

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Apprentice
4 years ago
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Contributor
sarah.vandegoorContributor
posted in Freshdesk

Deleting a parent ticket

If you delete a parent ticket the child tickets are unlinked from the parent and become regular tickets.Wouldn't it make more sense that also the child tickets are deleted along with their parent?I cannot image a case where the children outlive their parent. Somebody?

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Contributor
4 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Freshdesk

Showcase your email followup template here!

Hello,Without a doubt, Customer satisfaction would rank up higher than all other goals for a support team. Often, the customers need a simple nudge to remind them about the satisfaction survey or NPS, whichever helps in measuring your customers' delight.How do you structure your followup email sent after the agent resolves the customer's issue? If you think you've got the flair for best lines, why don't you share the secret sauce with the community?Just leaving here a standard template that merely nudges the customer to fill the survey."We’d appreciate your feedback you have to offer about your experience with support. Please fill the survey attached to this mail to let us know how we did."Cheers!

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aravind.sundararajan
Skilled Expert
4 years ago
D
Contributor
dmortimerContributor
posted in Freshdesk

Time Lifecycle report

When exporting the time lifecycle report the output is not in actual timestamp format {h}:mm:ss but text, so the report becomes a little redundant as I need to import the data into other reports. Does anybody have a work around for this

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Contributor
4 years ago
D
Apprentice
dave_17963Apprentice
posted in Freshdesk

Activation email for product setup not sent out

I added an extra email address to a product and I don't get the activation email. I have repeated the steps to do this on three different products and only one sent out the activation email. Despite activation not working the email addresses are creating tickets. Is there a log I can look at to see why the activation emails are not going out? 

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Apprentice
4 years ago
L
Apprentice
loic.laudetApprentice
posted in Freshdesk

Filter previous day tickets list

Hello Dear Freshdesk Team,I would like to filter and retrieve all created tickets from the previous day, in our company time zone.The problem is that the timeZone is not available in the filter tickets API.I cannot add in my query string something like :timeZone: 'time_zone:%27Chennai%27' As a workaround,  I retrieve the 2 previous days in the same query, by doing something like:(created_at:>'2018-10-25' AND created_at:<'2018-10-26')Then I have to filter in my script each ticket based on the created_at value, because the date format is limited to YYYY-MM-DD for the filter ticket api.Also, the ticket filter API is limited to 30 results per page with a maximum of 10 pages, meaning that I need to perform several requests if my results count is higher than 300 tickets (we are close to this number actually).Is there a way to retrieve the tickets that I need in a single request ? What are you thinking about implementing the timezone feature in the filter ticket api ?Thanks for your hel

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Apprentice
4 years ago
A
Contributor
adivs1625Contributor
posted in Freshdesk

Freshdesk "ticket_activities" API discrepancy in export time

Hi Team,API for exporting ticket_activities responds with -1. "created_at": "27-10-2018",2. "url": xxxxxxxWhen we redirect to URL, it shows a metadata key-value as - "metadata": {        "start_at": "27-10-2018 18:30:00 +0000",        "end_at": "28-10-2018 18:29:59 +0000",        "activities_count": xx    }I wish to know that how -1. created_at is on 27-10 while the data captured is of 27-10 and 28-10 ?2. Is metadata->start_at timestamp is in UTC ?3. If (2) is true, then why the first response (created_at) timestamp is not in UTC ?

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A
Contributor
4 years ago
K
Apprentice
konstantin.nesterovApprentice
posted in Freshdesk

Setup app visibility by Project

Hello,Currently I develop a client-side plugin that is shown in a ticket's sidebar.I have a challenge to be able to set up its visibility by ticket type and by project.How can I do this?Also, is there an external API to control this behavior?Thanks

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K
Apprentice
4 years ago

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