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  • 3,965 Topics
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3965 Topics

L
Apprentice
leeegino1178Apprentice
posted in Freshdesk

Adding a note to a contact via API

Is it possible to add a note to an existing contact via the API? If it is possible, could you give some pointers or example code?Thank you

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L
Apprentice
4 years ago
R
Apprentice
raulApprentice
posted in Freshdesk

Customers reply to forwardings and are kept as a private note

Hello everyone, I wanted to know if you could help me with this. The stage is:We do a mail forwarding where they have attached files and html content that we do not want to lose, the client replies to that forwarding but remains as a private note and we do not receive notification in FD. This causes us to lose response time. We understand that by doing this way, FD understands that we are doing a forwarding to another agent but with another external mail client@anydomain.combut: Is there any way to forward to the client without losing that mail format or that FD notifies us of that response as a public note?

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R
Apprentice
4 years ago
F
Contributor
freshdesk_18321Contributor
posted in Freshdesk

Events API - contact object

Is it possible to attach an event to changes of contact details?Is it possible for an app to be associated with the contact page and the ticket page?

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F
Contributor
4 years ago
P
Apprentice
paulo.zungApprentice
posted in Freshdesk

Agents lost privileges

This afternoon, all agents lost access to tickets of other agents and I, that was administrator, lost access to manage permissions. Is there any problem in the platform?Enterprise account is bestcheck.freshdesk.com.

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P
Apprentice
4 years ago
D
Apprentice
d.mantriApprentice
posted in Freshdesk

npm module installation errors

npm install --global --production windows-build-toolsnpm ERR! code E405npm ERR! 405 Method not allowed: windows-build-tools@latest

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D
Apprentice
4 years ago
F
Contributor
freshdesk_18321Contributor
posted in Freshdesk

filter expression - NOT operator

How do you express the NOT operator within a filter?For example, find all tickets where a custom field is not null?I have tried the following formats?query="field!null"?query="field%20NOT%20null"?query="field!:null"?query="field:!null"All these formats fail

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F
Contributor
4 years ago
K
Apprentice
kelly.wainwrightApprentice
posted in Freshdesk

One Contact - Multiple Companies

We are new to Freshdesk, just getting up and running, on the Blossom plan. One feature that we want but is only available in higher plans is the ability to associate a single contact with multiple companies. Since this is not available for our current plan, I was wondering if anyone has found a workaround for accomplishing this same thing but in the lower plan. Maybe using tags or in another way. Ideas?

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K
Apprentice
4 years ago
F
Contributor
fabrice_14622Contributor
posted in Freshdesk

Feedback widget unauthorized characters?

hi,tried to implement the feedback widget, but if the user types a forbidden character (like ' ), then the content isn't passed and I get "Non Accepté" ("not accepted" in French) as a result (in the description field.Anyone with the same issue? seems pretty basic.

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F
Contributor
4 years ago
O
Contributor
onlinebiblesupportContributor
posted in Freshdesk

Merging tickets - how do others use it?

One of the few things I just cannot get right in FreshDesk is merging tickets. For us the most common cause is a customer replying to a ticket but using a different email address. This causes a duplicate ticket.When this happens we have two options:Use the original ticket as primary. In this case the customer cannot see his/her own reply. Not really customer friendly...(Yes, we could set the note as public, but then the customer receives an email with their own reply. So not usable.)  Set the new reply as primary. In this case the mail trail is a complete mess, so not really an option, as even the agent has difficulties to read the trail in the correct sequence. I don't have the impression this was designed with a view to what customers see. We need the replies from the secondary ticket to be added to the primary ticket as a reply and not as a note.Could others please explain how they use the merge function, and if they are happy with the way it currently works? Are we the only ones to

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O
Contributor
4 years ago
F
Contributor
freshdesk_18321Contributor
posted in Freshdesk

Support for aggregation functions

Can we have some support for aggregation functionality rather than having to pull all the individual records from the database and performing the aggregation functionality locally which must put a larger load on the central servers.  For example  select responder_id, status, count(*) from tickets where status=2 or status=3 group by responder_id, status  

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F
Contributor
4 years ago
A
Apprentice
alexbadea.nicolaeApprentice
posted in Freshdesk

Get All tickets using VB.net or C#

Can someone help me with getting tickets from fd using code bellow? The connection is working but i don't have idea how to handle it further. Dim Authorization As String = Convert.ToBase64String(System.Text.Encoding.Default.GetBytes("XXXXX......"))         Dim wHeader As WebHeaderCollection = New WebHeaderCollection()         wHeader.Clear()         wHeader.Add("Authorization", "Basic " + Authorization)         Dim wRequest As HttpWebRequest = CType(System.Net.HttpWebRequest.Create("https://xxxxx.freshdesk.com/api/v2/tickets"), HttpWebRequest)         wRequest.Headers = wHeader         wRequest.ContentType = "application/json; charset=utf-8"         wRequest.Method = "GET"Thanks

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A
Apprentice
4 years ago
F
Contributor
freshdesk_18321Contributor
posted in Freshdesk

API filters support for "in" list functionality

Please can we have some support for the "in" list logic as part of the API filtering.  I realize it is possible to use a series of OR statements, but given the restriction of 512 characters in the query string and needing to repeat the field name for each option puts an overhead of 8 characters plus the field name on each alternative.Alternatively, is it possible to increase the maximum query length, to say 4096, characters?

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F
Contributor
4 years ago
T
Apprentice
tshepo.masitenyaneApprentice
posted in Freshdesk

Reopened tickets that are overdue

Hi there,May you kindly assist me here.When a ticket violates the resolution time but is eventually resolved, it will impact the Resolution SLA negatively.  When the very same ticket is reopened the following day, it will be reopened on an "overdue" status.My question is, does that reopened ticket impact the Resolution SLA for the date it was reopened on?Regards,

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T
Apprentice
4 years ago
K
Apprentice
karthick1010.chakkuApprentice
posted in Freshdesk

Link existing tickets using update API

We know we can link the parent ticket and child ticket with parent_id property while creating the ticket. But in our case,tickets will be created via email source. Using serverless custom app based on the subject we have to link the child ticket to the subject matching parent ticket.API with parent_id property can be used only on new ticket creation, so is there any api which can be used for update?

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K
Apprentice
4 years ago
P
Contributor
paul.gContributor
posted in Freshdesk

Selecting "New Ticket" from within a contact is not autofilling the contact field with that contact

Following the update just over a month ago At best this means we have to search for a user, open their contact details, select new ticket and then search for them again in the Contact field to proceed, which is quite a lot of time wasted.At worst when we have selected New Ticket from a newly created contact it does the same and does not autofill the Contact field with the contact we were in; however, as the contact has just been created there is a delay of several minutes before that new contact shows up in searches so we cannot log a ticket for a new contact.It's a serious issue for us.I did mention it in a previous thread and to your credit you asked me for feedback but I'm afraid I was too busy (worst time of year for us) to deal with this issue at the time.Previous thread was...https://support.freshdesk.com/support/discussions/topics/324598I was asked if there were any patterns to this issue, if the contact had any special characters etc. Some of the problem contacts did have a spe

0
P
Contributor
4 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Freshdesk

A tip to "Excel" the Timesheet reports!

Hello,If you're someone who uses 'MS Excel' and the 'Timesheet summary' report in Freshdesk to bill your agents, here's a useful tip for you.The Timesheet report data lists all the time entries recorded in HH: MM format. This is helpful when you'd like to quickly glance through but it's tricky when it comes to invoice creation or calculating the cost of your support center.Here's an easy way to handle this in your Macros and facilitate the invoice management tool to bill your clients/agents:You can add the following formula to your Macros to convert the time entries to decimal. This will enable you to easily sum up the total time spent on support tickets and also send the value to an external tool for billing purposes.HOUR(A2) * 60 + MINUTE(A2) + SECOND(A2) / 60, where A2 is the cell valueCheers!

0
aravind.sundararajan
Skilled Expert
4 years ago
M
Apprentice
marek.noackApprentice
posted in Freshdesk

SOAPUI

Hi,since today I've noticed a strage issue when calling the REST API.There seems to be no answer (reponse header/body) at all?Even such a simple call as http GET:https://[helpdesk].freshdesk.com/api/v2/tickets/21doesn't seem to work? By definition there should at least come something like "invalid_credentials" back.I've some self implemented http clients to call the api, they have all worked perfectly until last friday.Even SOAPUI doesn't seem to work anymore, I'm getting an error message:Error getting response: SocketExceptionIf I put the url in chrome I'm getting the correct result though, but I can't see any differences between the chrome http get call and eg. the soapui http get call?Any suggestions are most appreciated..RegardsMarek

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M
Apprentice
4 years ago
H
Apprentice
hfadminApprentice
posted in Freshdesk

Deleted contacts won't DELETE

I am having the same issue as this thread. Tried to delete a contact. Need to use the email address associated with it but cant.https://support.freshdesk.com/support/discussions/topics/324661Need help ASAP

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H
Apprentice
4 years ago
B
Contributor
burgervrContributor
posted in Freshdesk

Update custom fields on ticket with data from Company master

BackgroundI have customers that could have only 1 software product belonging to one of any 3 main product lines. The one product line is Auto updated to belong to a product group and the other two product lines belong to another product group. This update of my group based on the product line works fine. Every product line have multiple product in them. On the company master file the information is kept, indicating for the company what the software product is, the version of the software as well as the database version it is running on. On my ticket, except for the group I also have the 3 fields being product field, product version field and database field. (The other fields on my ticket is NA for this question)I have rules that can achieve what I want it to achieve as asked below but the maintenance on the rules are to much so I want to optimise it and would like a rule/process as sked below.  What I try to achieve What I would like is a rule or a process that specifically do the fo

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B
Contributor
4 years ago
A
Apprentice
ashleambApprentice
posted in Freshdesk

"Respond" to tickets only possible by replying through fresh desk?

In my support team, about 80% of the time, our first response is a phone call to the client. Currently I cannot find anyway that we can track our "first response time" accurately unless we respond via email within Freshdesk. Is there really no way to track a contact/response that happened outside of Freshdesk? This seems like a massive oversight.I'm currently investigating whether Freshdesk is the right solution for my team and this could be an absolute showstopper.

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A
Apprentice
4 years ago
S
Apprentice
steven.rogersApprentice
posted in Freshdesk

Ordering "Filter Tickets" results from REST API

Is there a way to sort/order search query results when using "Filter Tickets"? https://developers.freshdesk.com/api/#filter_tickets/api/v2/search/tickets?query=[query]  Adding "&order_by=updated_at" produces error: "field": "order_by", "message": "Unexpected/invalid field in request", "code": "invalid_field" Thanks in advance.

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S
Apprentice
4 years ago
T
Contributor
thanos.massiasContributor
posted in Freshdesk

Freshdesk and email - mistakes to avoid tips that will help you

The focus of this article is on how to properly organize the use of email in your organization in order to improve the quality of the support you provide.If your organization relies heavily on email for receiving and answering support requests, you should find it interesting.Let's start.Considering all the email addresses an organization uses, we see that most belong to one of just three main categories. Using a fictional organization, called 'Some Organization', as an example, these categories are:1) Single-Person Email Addresses: Email addresses of individuals - personal email addresses.For example, Mr. John Doe has the john.doe@someorganization.tld personal email address.2) Multi-Person Email Addresses: Email addresses of groups of individuals.Mr. John Doe, above, works for the Service Activation Team, which has the service.activation@someorganization.tld Multi-Person Email Address and which is a sub-unit of a bigger business unit called the Operations Department which, in turn, has

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T
Contributor
4 years ago
H
Apprentice
haroutApprentice
posted in Freshdesk

Allow pdf pop-up in sandboxed iframe

iFrame that custom app lives inside of is sandboxed. When trying to open a pdf link inside of the custom app, the pdf tries to open in a new tab but does not display anything, due to Chrome's pdf plugin not being allowed due to sandbox attributes of FreshDesk custom app's iframe.Is it possible to get reference to the iframe from within the custom app and set allow-popups-to-escape-sandbox attribute? If not is there another work-around that will allow opening a pdf link from a custom app?

0
H
Apprentice
4 years ago
S
Apprentice
support_18254Apprentice
posted in Freshdesk

Adding custom company fields to app on Ticket Page

Is there a way to access a custom field for a company within an app on the ticket page? We're in the process of updating our app from the old experience to Mint. A get request for client.data.get("company") is returning quite a bit of data, but not any custom fields associated with the company. Here's a screenshot of the custom field we've configured. The custom field is 'Custom Client ID'.

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S
Apprentice
4 years ago
S
Apprentice
support_18254Apprentice
posted in Freshdesk

Adding Custom Company Fields to Apps

Is there a way to access a custom field for a company within an app on the ticket page? We're in the process of updating our app from the old experience to Mint. A get request for client.data.get("company") is returning quite a bit of data, but not any custom fields associated with the company. Here's a screenshot of the custom field we've configured. The custom field is 'Custom Client ID'.

0
S
Apprentice
4 years ago

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