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Freshdesk

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  • 4,109 Topics
  • 10,803 Replies

4109 Topics

J
Apprentice
jessesanfordApprentice
posted in Freshdesk

widget over ssl does not work!

I have followed the instructions located at: https://support.freshdesk.com/support/discussions/topics/771and using the assetUrl suggested still does not work. I still see the following in the javascript console of the browser (both firefox and chrome):Blocked loading mixed active content "http://foo.freshdesk.com/loading.html?ver=2"Please let everyone in the community know how to load your javascript widet when using ssl.

1
M
Contributor
7 years ago
D
Apprentice
douglas.andersonApprentice
posted in Freshdesk

Adding note assigns ticket to self

When we add notes to tickets (either open tickets or tickets already assigned to someone else), the agent adding the note is automatically assigned. If this an intentional feature, we would LOVE the ability to be able to turn it off at our institution. It causes a lot of trouble for us as our part time agents often unintentionally end up with sensitive tickets that belong to another group.

3
aravind.sundararajan
Skilled Expert
7 years ago
A
Apprentice
admin_12431Apprentice
posted in Freshdesk

API should contain Closed/Resolved Date/Time

 I can't see any way of deriving the closed time for a ticketwith the data available through the API. The Excel/CSV export does include this data.Please add status change timings to the API so that it reflects the data available in the file export.Without this information the API is pretty much useless for reporting/analytics. All I really need to do is extract the ticket fields for later processing in my reporting database.Thanks for your help.

7
R
Contributor
7 years ago
K
Apprentice
ken_13389Apprentice
posted in Freshdesk

Create companies/contacts

Is it possible to create a company and a contact from within our own software? We have a lot of remote installations with usernames stored on the locations. It would be very handy if we can program a link that would register the Company in freshdesk and register the contact. That way we only authorise users that are logged in to our software to register in the helpdesk system.

1
R
Contributor
7 years ago
S
Apprentice
ssgcommando90Apprentice
posted in Freshdesk

how can i pull all tickets with only Responder_id or responder Email

Hi Guys,I'm new in Freshdesk Please tell me is it do able to pull all  tickets with only Responder_id or responder Email?

1
R
Contributor
7 years ago
A
Apprentice
antonioApprentice
posted in Freshdesk

Freshdesk and google sheets

 Hi all,is there a way how to integrate freshdesk with google sheets?I would like to have kind a form in freshdesk and use the placeholders to fill rows in google sheets.Where can I find a code example to do that?In alternative, Freshdesk team, can you develop a Freshplug solution?Thanks

2
I
Community Debut
5 years ago
J
Apprentice
jtkApprentice
posted in Freshdesk

Forum categories. Can't erase.

Where do I go to see what forums I have created. I have a few portals where I want to assign forums to portals. I created a main category and assigned it to another portal. Now I can't find where to erase it. If I do the drop down, I don't see it. If I try to recreate it (thinking it is gone), it tells me it already exist...but I can't find it. Lost.

2
sajesh.krishnadas
Contributor
7 years ago
K
Apprentice
kmolchanovApprentice
posted in Freshdesk

Separate HTTPS policies for each product

We have four products on Freshdesk, each one having a separate portal on its own domain.Our plan allows us to have one free SSL certificate, so we used it for one of our portals. The other three products don't have SSL certificates.The issue is, when a user requests a password reset, Freshdesk always sends an https link. Since we don't have certificate, the user's browser blocks the page.There must be a way to choose http or https for each product. Currently, this is set once for the entire account and all its products.The only solution now is to purchase a certificate for each product. Every certificate costs $180 a year, which makes it a terribly expensive solution, especially given that we don't really need those certificates.

3
M
Contributor
7 years ago
chianne.shepherd
Contributor
chianne.shepherdContributor
posted in Freshdesk

Gmail forwarding not always working properly

We recently switched to Gmail for our support mailbox. We followed the directions to have gmail forward all incoming emails to FD. Unfortunately, the majority of our requesters emails were getting caught by the gmail spam, so they were never being forwarded. We would have to go back retroactively and forward the emails one by one. When they would come through in FD, they would show support@mywebsite.com instead of the original requesters email. Thankfully, you could see the email of the requester in the stuff at the top showing it was forwarded. My agents then have to manually change the emails on each and every ticket, resulting in a major loss of efficiency.After multiple calls to Gmail, they had us set up some filters to disable the Spam filter so that no emails go there. The emails are now being forwarded to FD. The problem is that these emails that should have gone to spam in Gmail, come through in FD without the requestor's email - it doesn't even show it in the top. I then have

2
aravind.sundararajan
Skilled Expert
7 years ago
V
Apprentice
vijayakumarmailsApprentice
posted in Freshdesk

Need suggestion for solve require_login":true

I use the following code for create user.static void Main(string[] args) { string json = "{\"user\": {\"email\":\"test@test.com\",\"name\":\"Super man\"}}"; HttpWebRequest request = (HttpWebRequest)WebRequest.Create("http://domain.freshdesk.com/contacts.json"); //HttpWebRequest class is used to Make a request to a Uniform Resource Identifier (URI). request.ContentType = "application/json"; // Set the ContentType property of the WebRequest. request.Method = "POST"; byte[] byteArray = Encoding.UTF8.GetBytes(json); // Set the ContentLength property of the WebRequest. request.ContentLength = byteArray.Length; string authInfo = "Api_Key:qswMtWmKtdsdfldfjdl; authInfo = Convert.ToBase64String(Encoding.Default.GetBytes(authInfo)); request.Headers["Authorization"] = "Basic " + authInfo; //Get the stream that holds request data by calling the GetRequestStream method. Stream dataStream = request.GetRequestStream(); // Write the data to the request stream. dataStream.Write(by

2
P
Community Debut
7 years ago
M
Apprentice
mohamed.sobhyApprentice
posted in Freshdesk

email notification

We have not been getting notifications, and replies are not going out to our customers.

1
M
Contributor
7 years ago
D
Apprentice
dandrewsApprentice
posted in Freshdesk

Time off by 3 hours on tickets

I have set admin rebranding to GMY+T pacific time and the time is offby 3 hours. Please help!Thanks,Dan

1
M
Contributor
7 years ago
C
Apprentice
cherdtApprentice
posted in Freshdesk

PowerShell Invoke-RestMethod returns require_login:true

I've tried passing a credentials object or even passing the API key in the URL, but every request is returning require_login:true.Invoke-RestMethod -Method Put -Uri "https://[redacted API key]:password@mydomain.freshdesk.com/helpdesk/tickets/12345678.json" -Body (ConvertTo-Json $body) -Header @{"Content-Type"="application/json"}Any ideas?

3
C
Apprentice
7 years ago
D
Contributor
dloewContributor
posted in Freshdesk

Win10 - MS Edge Browser Problems

Tickets don't load on Dashboard tabFilters don't load on Tickets tab

7
P
Apprentice
3 years ago
N
Apprentice
nicola.radacherApprentice
posted in Freshdesk

Forum - automatically follow a forum topic for agent

 Hi,As agent if I follow a forum via activating the 'follow star' I'm notified via email whenever a new topic is added in the forum. But I also need to receive an email notification for each change for in all the topics. Is there a way to get email notifications for each post in a forum?Thx and greetingsNicola

3
sajesh.krishnadas
Contributor
7 years ago
P
Apprentice
p.premkumarApprentice
posted in Freshdesk

How to integrate Mobihelp SDK with a project using actionbarsherlock ?

My app is dependent on ABS. Since Mobihelp uses app compact library, I am not able to integrate it. Plz guide on how to proceed. 

0
P
Apprentice
7 years ago
V
Contributor
varezziContributor
posted in Freshdesk

Product Dropdown missing from ticket properties

Hi,When creating a new ticket, or when editing an existing one, there is no longer a dropdown for "product".  I have two products setup and don't recall making any changes recently that would cause this to disappear.

0
V
Contributor
7 years ago
P
Apprentice
priscillaApprentice
posted in Freshdesk

How can I customize my email signature?

How can I customize my email signature? I thought I already did this but cannot return to the place I once found to edit it again.Not worried about forum signatures. Just want to edit Freshdesk signatures that go to my tickets and replies.PS: there is no forum type for "questions," so I will choose "Report Problems." Which I wouldn't normally call this a problem.Thanks.

4
H
Contributor
3 years ago
J
Contributor
jlavalleyContributor
posted in Freshdesk

Activation URL

How do I generate an Activation URL?  I already have a app that creates the account and emails the contact - I would like to be able to include the activation link.If that won't work, I'd at least like to be able to send the activation email.

4
M
Community Debut
7 years ago
U
Apprentice
user3160Apprentice
posted in Freshdesk

Premoderation of all interactions with customer

Hello, I want to implement premoderation of all replies sent to customer. As far as I understand it is not a standard feature. So my idea is the following, create 2 Groups - Moderators and SupportTeam.When a ticket is created by the customer, it gets the Group of Moderators. At this point I need to create automatically a copy of the ticket with Group = SupportTeam and Requester = null, dummy or the Agent from Moderators team. When the ticket is resolved by SupportTeam, one of the Moderators reviews and copy-pastes the results to the initial ticket and the results go to the customer. My question is - is there an easier way? If not, then how to automate the creation of the ticket for SupportTeam? Dispatch'r Actions doesn't have a "create new ticket" option.

1
J
Contributor
7 years ago
N
Apprentice
ndiazApprentice
posted in Freshdesk

private notes gone

 We had some help-desk tickets in our system, and upon merging some of them, which become closed, we noticed that the private notes had disappeared.This is not good at all, as this makes it very difficult to track down crucial information that was sent to an agent. In other words, the evidence of what we wrote is gone! Please help!

1
annapoorna.venketaraman
Skilled Expert
7 years ago
S
Contributor
support_12792Contributor
posted in Freshdesk

Note Added Observer Rule

If I'm forwarding a ticket to a third party and this this party replies, a private note is added to the ticket. I seem to have no way to know if this happens. I want to create a rule that sets the priority of such tickets as Urgent. When I try this, there's no way to say "..and the events are NOT performed by", so I can't make a rule modifies these tickets, because it would also modify the tickets I personally adds a private note to. Any suggestion here?

6
M
Community Debut
4 years ago
C
Contributor
colin_12994Contributor
posted in Freshdesk

Two email addresses

I have two support email addresses.  When replying the default email address is always the one that gets used to reply.    Can we not set it up so that we reply by default from the same email address that received the request?

9
aravind.sundararajan
Skilled Expert
4 years ago
A
Apprentice
alexander_quietaApprentice
posted in Freshdesk

"We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."

Suddenly my helpdesk started not to work and showing this "We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly.", what can i do to make it work again? This is an important helpdesk because this is a big company's account. So i need to fix it as soon as possible.

2
S
Community Debut
7 years ago
J
Apprentice
joshua.brahmsApprentice
posted in Freshdesk

Insert customer custom fields into ticket reponses

I want to insert customer fields into the email.What I'm trying to do is this:The current contact information we have is: Name: {{ticket.requester.name}} Email: {{ticket.from_email}} Phone #: {{ticket.requester.phone}} Facility: {{ticket.requester.company_name}} Work Hours / days: {{ticket.requester.work_hours_days}} Other contact field: {{ticket.requester.customfield}} Is there any way we can do this?  The 2 custom fields I have at the bottom do not work the way we want them to.

1
aravind.sundararajan
Skilled Expert
5 years ago

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