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Freshdesk

Freshdesk

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

3,976 Topics
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jplingrandApprentice

posted in Freshdesk

Get count of tickets by API

Hello, I am trying to get the count of total/open/closed tickets by API but i cannot find any information on the API doc. Can you advice me? Thank you, Jean-Philippe

6 years ago

sbeesonContributor

posted in Freshdesk

Use API to create ticket with replies?

I have an export from Spiceworks that includes replies. Is it possible to import/create the tickets with the embedded replies with one (or more) API calls? Here is a sample of what the data looks like for a ticket { "assigned_to": "Scott", "Summary":"This is a ticket from Spiceworks", "Comments": { { "body": "This is the first reply", "created_at":"2016-01-01 08:00:00" },{ "body": "This is the first reply", "created_at":"2016-01-01 08:00:00" } ] }

6 years ago

shailesh.gohilApprentice

posted in Freshdesk

Test

Hello

6 years ago

abhishekContributor

posted in Freshdesk

Fetch Ticket on the basis of Group ID through API

Hi, I want to fetch Tickets on the basis of Group ID with the help of API. I am using the below URL for that - http://support.knowlarity.com/helpdesk/tickets.json?filter_name=all_tickets&page=1&group_id=But its giving me all the tickets in the result. Is there any way I can do it.Any help would be greatly appreciated.

6 years ago

sbeesonContributor

posted in Freshdesk

strongApprentice

posted in Freshdesk

Jquery call

Hi. How i can make a jquery call? For example, that code dont work: $.ajax({cache: false,url: 'http://www.example.com/example.php',type: 'GET',dataType: 'text',success: function(text){ alert(text);}}); Is possible make that work?

6 years ago

kruegerApprentice

posted in Freshdesk

How to permanently delete an article

Hi,we created a number of articles in the beginning to play around with the tools and different structures but now we cannot find a way to delete them and I am baffeled that I did not find such a basic thing using Google or this site's search? Am I missing something obvious?Thanks in advance,Robert

6 years ago

vika3dContributor

posted in Freshdesk

How to delete tags and how to add several tags?

I have created some test tags to ticket. They appear in the filter at the left side, but now I would like to remove them. I remove them form the ticket but they are still visible in the filter.Another question is how to add several tags to the ticket at once. I found that I need enter tag, press enter key and then tag option dissapear and I need click on tag tab again and repeat the same steps for the new tag. It would be great if I can enter tags with delimeter like comma or space.

6 years ago

thanos.massiasContributor

posted in Freshdesk

Prevention of autoreply wars

We just experienced a case where our helpdesk and the helpdesk of a partner company got into an autoreply war ( i.e. we forwarded a ticket to them, their helpdesk responded by creating a new ticket and sending a new ticket notification, we responded to it by creating a new ticket and sending a new ticket notification and so on ). We believe that in the 'Edit Contact' page there should be an option saying "Do not send a New Ticket Created Requester Notification". This can be used, as a last resort, when you get involved in such a case.

6 years ago

alfasoftbyfacebookApprentice

posted in Freshdesk

Status code 500, when trying to view ticket by ticket id

When I try to view ticket using "helpdesk/tickets/[id].json" (sample below) I get a response from the server: 500 internal server error. At the same time query "/helpdesk/tickets/filter/all_tickets?format=json" returns 200 status code, when using code written below What I do wrong? Here is sample: final HttpClientBuilder hcBuilder = HttpClientBuilder.create(); final RequestBuilder reqBuilder = RequestBuilder.get(); final RequestConfig.Builder rcBuilder = RequestConfig.custom(); String ticketsUrl = "/helpdesk/tickets/" + ticket_id + ".json"; HttpContext hccContext = FreshdeskAPI.getAuthHttpClientContext( reqBuilder, rcBuilder, hcBuilder, UriComponentsBuilder .fromHttpUrl("https://MY_DOMAIN.freshdesk.com") .path(ticketsUrl).build().toString()); // Execute: RequestConfig rc = rcBuilder.build(); reqBuilder.setConfig(rc); HttpClient hc = hcBuilder.build(); HttpUriRequest req = reqBu

6 years ago

phacops9999Apprentice

posted in Freshdesk

Search from outside freshdesk

Hello,I would like to implement a seachfunction from outside freshdesk, because I want to connect freshdesk with out phones.I'd like to search contacts via phonenumber in freshdesk. Something like that:https://DOMAIN.freshdesk.com/search/home/suggest?term=TELEPHONENUMBERThere seems to be no way of search ing via API.Is there any other way?ThanksMarco

6 years ago

sbeesonContributor

posted in Freshdesk

Multiple SLA policies

On the plan pages I don't see any tiers that list Multiple SLA policies as a benefit. I'm on the blossom plan and do not seem to have the ability to add another SLA. Can I get some clarification this feature?

6 years ago

rich.lContributor

posted in Freshdesk

How do I create a webhook to send an email to an external email address?

I want to create a dispatcher rule that sends an email to our PagerDuty service email address when certain ticket conditions are met ("Urgent" in the subject line or submitted during non-business hours). How do I do this? I'm not a developer but I'm fairly tech savvy. I did this exact setup in Zendesk but their UI made it fairly simple to set this up. Poking around through the admin section of Freshdesk I don't see any way to do this other than in the Dispatcher rule itself where I am to create a webhook. Can somebody help me create this webhook to generate an email to be sent to an email address external to my Freshdesk? Or if you can point me to where this has already been addressed I could probably follow along.

6 years ago

sgartnerApprentice

posted in Freshdesk

Supporting multiple portals in the Garden Plan when using SSO

This is really a solution and not a problem, but there were several forum threads discussing this. We were told by more than one person in Freshdesk support that in the Garden Plan it was not possible to support Simple SSO with multiple products (websites). It took some doing (and using features that are not currently well documented) but we did get it to work. First some background from what I learned in this process: Freshdesk multi-product support works off of the request hostname. So, to get multi-product support to work you create a DNS CNAME record that points multiple (one per product) hostnames to your "default" product page (yourproduct.freshdesk.com). You will still use https://yourproduct.freshdesk.com to get to your default product page, but you'll use the other host names to get to your other products (you could ignore the default product as well and only use the "other" products by simply not publishing the default product hostname). So, you can have the f

6 years ago

girdhar.patelApprentice

posted in Freshdesk

Caused by: com.freshdesk.mobihelp.exception.MobihelpComponentNotFoundException: Component of Mobihelp SDK not found in your app's AndroidManifest.xml + (com.freshdesk.mobihelp.activity.FeedbackActivity missing!)

Hi, We are trying to integrate mobihelp SDK in Android project using Android Studio 2.2. We have followed the steps as mentioned in Integration guide and able to compile the project. But getting below error as soon as we call MobilHelp.init() method. Caused by: com.freshdesk.mobihelp.exception.MobihelpComponentNotFoundException: Component of Mobihelp SDK not found in your app's AndroidManifest.xml + (com.freshdesk.mobihelp.activity.FeedbackActivity missing!) Can you please help resolve this issue? Thanks, Girdhar Patel Technical Manager - Android

6 years ago

smstoharpreetContributor

posted in Freshdesk

Saving contact custom fields giver invalid_field error

So I was trying to follow the API documentation to save a contact with custom fields. Contact is success created with no custom fields. But when I provide custom fields to it,I get error. $postData = array( "name"=> trim($name), "email" => trim($email), "phone" => trim($phone), "mobile" => trim($phone), "custom_fields" => array("lb_module_id" => $member_id, "lb_user_id" => $user_id, "lb_module" => $module) ); $url = "https://".$this->domain.".freshdesk.com/api/v2/contacts"; $this->curl->setOpt(CURLOPT_USERPWD, $this->apiKey.":x"); $this->curl->setHeader("Content-Type", "application/json"); $this->curl->post($url, json_encode($postData)); if ($this->curl->error) { var_dump($this->curl->response); return 'Error: ' . $this->curl->errorCode . ': ' . $this->curl->errorMessage; } else { return $this->curl->response; }

6 years ago

matthew.knill_14445Apprentice

posted in Freshdesk

Contacts import only showing first 30 entries

When I do a get to https://company.freshdesk.com/api/v2/contacts I only get the first 30 contacts unless I manually use the per_page parameter. Also is it possible to export company name in the response not just the company_id? Code in attached file. Any help would be much appreciated. Thanks, Matt

6 years ago

anilchavan096Apprentice

posted in Freshdesk

gulbraga

Hai friends

6 years ago

sbeesonContributor

posted in Freshdesk

Having trouble modifying an element in a custom app

<div id="trcWidget" title="TRC Widget"> Checking </div> <script type="text/javascript"> var istrc = "{{ticket.custom_fields.istrc}}"; if (istrc = null) {alert("It's null")}; if (istrc == "true") { $("#trcWidget").html("This is a TRC"); } else { $("#trcWidget").html("NOT a TRC"); } </script> This gives me the error Cannot read property 'html' of null

6 years ago

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