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Freshdesk

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  • 3,967 Topics
  • 10,451 Replies

3967 Topics

B
Apprentice
Bloke21Apprentice
asked in Freshdesk

Forwarding Tickets to internal emails

Hi Community,I have 5 emails set up but lets focus on 3 here : info@acme.com, support@acme.com and orders@acme.com.If an email (ticket) comes into the business (to info@acme.com) and I need to forward it to orders@acme.com, I can ONLY do it from info@acme.com, it works fine and the reply goes back and its great.If the same email comes into support@acme.com and I forward it to orders@acme.com, the exact same as before, nothing happens.Can anyone help with this issue?Thanks

1
Daniel Söderlund
Skilled Expert
6 days ago
J
Apprentice
jimwApprentice
posted in Freshdesk

Android Apps Reply From?

When I reply to a ticket from the Android app the reply is sent to customer from company name. When I reply from desktop, from agent name. Anyway to have agent name in reply from app?  Thanks! 

1
aravind.sundararajan
Skilled Expert
6 years ago
M
Apprentice
mrjohnbrackettApprentice
posted in Freshdesk

Can't view new tickets or change status of existing ones

Hey guys,We're currently experiencing an issue in FreshDesk where we don't seem to be able to see any new tickets or change the status of any existing tickets.I saw on your Updates website that there are currently intermittent issues. Is this the cause of the problem that we're experiencing? If so, do you have an ETA on when it might be fixed?Many thanks,John

1
M
Community Debut
7 years ago
T
Contributor
tpurcellContributor
posted in Freshdesk

Multiple Products & Multiple Portals BUG: Clients logged into any portal can see all their tickets regardless of product selected in ticket.

Major Hole/Bug in Multiple Products & Multiple Portals:I tested and verified the following:Client (Ticket Requester) has tickets submitted with multiple different products that are supported via Freshdesk under the Estate plan with multiple product support.Product 1 doesn't have a portal enabled (we do not want to expose Product one ticket details at this time on a portal) Product 2 does have a portal enabled The Ticket Requester can login into the portal for Product 2 and then see all tickets in the Freshdesk instance regardless of product selected in the ticket. Thus the client can see all the tickets for Product 1 that we don't want them to see by logging into Product 2's portal.This is a major flaw in multiple product support.

0
T
Contributor
6 years ago
D
Contributor
deborah.stricklandContributor
posted in Freshdesk

Article feedback "Did you find it helpful" hangs, no reply

We just now noticed that selecting either Yes or No to the question at the bottom of the article "Did you find it helpful? responds with a Please Wait message and hangs.

0
D
Contributor
6 years ago
D
Apprentice
dhruv.mahajanApprentice
posted in Freshdesk

Redirect to Freshdesk.com from Salesforce.com

I am trying to redirect to Freshdesk.com from Visualforce link.I have Name,Email and Hashcode to redirect and login to the freshdesk.com and below is the URL that i am trying to redirect    http://sample.freshdesk.com/?name=Arun+Bhatia&email=Arun.bhatia%40xxx.com&hash=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxPlease help as I am not able to successfully login.ThanksArun

1
aravind.sundararajan
Skilled Expert
5 years ago
S
Apprentice
stephanie.zirkleApprentice
posted in Freshdesk

Delay with forwarded messages

When trying to forward an email to start a new ticket OR when trying to forward from within an existing ticket, there is a significant delay. In one instance, the forward did not come through.

1
aravind.sundararajan
Skilled Expert
5 years ago
F
Contributor
fabrice_14622Contributor
posted in Freshdesk

Search in solutions doesn't find in titles

Only the body of a 'solution' is indexed, not the title. Making it very difficult to use.

1
aravind.sundararajan
Skilled Expert
4 years ago
P
Apprentice
paddy.ofarrellApprentice
posted in Freshdesk

Similar Email Addresses - Force to be different

Hi,We have a situation where some replies to tickets (via email) are required to be forwarded to a third party.Unfortunately, there are 2 companies we deal with and they both have very similar email addresses, and as the agents forward the ticket it autocompletes the email address, if not careful it can go to the wrong company.The emails areretailsupport@abc.comretailsales@xys.comIs there a way I can override the internally stored emails such that we can get the agents to type:abcretail orxysretail to bring up the addresses rather than the auto-complete email that the system picks?Does that make sense?

2
P
Apprentice
8 years ago
M
Apprentice
maioia37Apprentice
posted in Freshdesk

how can i merge all the same users messages automatically ?

how can i merge all the same users messages automatically ? so the agent can always see all that user old+new messages thanks ..

1
aravind.sundararajan
Skilled Expert
5 years ago
S
Apprentice
szhukApprentice
posted in Freshdesk

Auto delete ticket marked as spam

How can Freshdesk auto delete tickets that are marked as spam?

1
aravind.sundararajan
Skilled Expert
5 years ago
T
Contributor
thomas_14589Contributor
posted in Freshdesk

Freshdesk chat APIs ?

Hi, The chat feature is more and more and more important to us. And one of our issue is that the agents are missing chat a lot because if they are not in front of their PC: there is no proper alerting system on an agent smartphone for example. As the chat support in the freshdesk iOS/Android app is not coming for now, is there a way to have access to chat through a REST API? So we could do some custom work to send slack messages for example? BR Thomas

0
T
Contributor
5 years ago
L
Apprentice
lavanya.subramanian_oldApprentice
posted in Freshdesk

How do I access features ($db, $request, $container) within the callback?

You should assign “this” context to a variable, and use the variable within the callback function as shown in the below example:  var that = this;  this.$db.get("ticket:101") .done(function(data)  {   jQuery(that.$container).find('#id').text('Success');  })  .fail(function(error_data)  {   console.log(error_data)  });

0
L
Apprentice
6 years ago
D
Apprentice
dfergusonApprentice
posted in Freshdesk

email notifications not being sent

we are having issues as of last night where agents are not receiving email notifications.  customers are also not receiving updates to tickets.

1
aravind.sundararajan
Skilled Expert
5 years ago
S
Apprentice
singh.aniApprentice
posted in Freshdesk

Why do I need two login ID's for FreshDesk

I am being told that I need two different login ID's - One to access our Freshdesk account (mycompany.freshdesk.com) and separate one to access support.freshdesk.com.  Really?  Or I am getting it wrong?  Regards, Animesh 

1
aravind.sundararajan
Skilled Expert
5 years ago
M
Apprentice
mszulereckiApprentice
posted in Freshdesk

Email notifications

Is there any problem with outgoing email notifications (for example with new ticket created)?Since few days my customers dont get any notifactions excluding new user created...

1
P
Community Debut
7 years ago
R
Apprentice
roseApprentice
posted in Freshdesk

Cannot receive ticket in freshdesk

Hi. I am assigned as tech support in our company account in freshdesk. But once I was login in our external app called playbook and i create or send i ticket, I did not receive any ticket sent by me in freshdesk. Does this affect me being a tech support or does my filtrering in listings the ticket has a problem. Please do reply asap. Thanks

0
R
Apprentice
6 years ago
S
Apprentice
support_16157Apprentice
posted in Freshdesk

Reclaim Helpdesk Name

I'd like to reclaim a helpdesk name. The email address associated with the helpdesk link is accessible to me, however it is no longer valid for our organization. It was used as part of an evaluation process, however now I'm attempting to set up the helpdesk with our actual support email address.What is the method of transferring a helpdesk name (the URL [company name].freshdesk.com)?Thank you,Dan

1
aravind.sundararajan
Skilled Expert
5 years ago
Z
Contributor
zain.textpressContributor
posted in Freshdesk

Push Notification

Hi Guys, I am looking of the push notification, When agent replies to the ticket then i want to send the push notification to customer mobile. Is there socket for fresh desk to get the notification, or any other method to develop this feature?Regards,Zain

0
Z
Contributor
4 years ago
D
Contributor
david.barrettContributor
posted in Freshdesk

Search Functionality Not Working Currently

HiIt appears we cannot use the search functionality right now, is this a known issue?All we get is the spinner with no resultsKind RegardsDavid

1
T
Contributor
6 years ago
C
Contributor
casaqa1Contributor
posted in Freshdesk

is there a way to hide optionGroup in topic list

I add js code (in New topic portal page) to hide optionGroup topic list, but it does not seems to work ...  (I test locally and it works, but when test on freshdesk site it does not work ...) thanks for info

1
aravind.sundararajan
Skilled Expert
6 years ago
A
Contributor
alice.phantomContributor
posted in Freshdesk

Media queries working only for logged in users

 Hi, there's an incredible phenomenon going on: the media queries I added in the custom stylesheets works only for logged in user. If I logout they are not there anymore. Is it a known issue of some sort? I cleaned the cache many times and checked also on other computers.

1
A
Contributor
6 years ago
R
Apprentice
russellApprentice
posted in Freshdesk

Users report getting many multiple email notices that their ticket is closed

Users report getting many multiple email notices that their ticket is closed.Reports coming from different users that after their ticket has been closed they get repeated emails that say:Subject: Ticket Closed - (subject of original ticket)Dear User,Your ticket has been closed.We hope that this ticket was resolved to your satisfaction, etc.....Has anyone seen this before or have any suggestions?

1
aravind.sundararajan
Skilled Expert
5 years ago
S
Apprentice
shailesh.gohilApprentice
posted in Freshdesk

Test

I testing app

0
S
Apprentice
6 years ago
M
Apprentice
michael_14335Apprentice
posted in Freshdesk

Calls getting dropped while working tickets

My agents are experiencing an issue where: They are working a ticket, yet logged in and ready to take calls They close a ticket while a call is coming through The call gets dropped as a result of the page "refreshing" Is anyone else experiencing this? We even had situations where the agent answers the call, and they are finalizing the details on the ticket they were working when they answered the call, hit send (it's an email ticket) and that call gets hung up on.

1
aravind.sundararajan
Skilled Expert
6 years ago

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