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Freshdesk

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

  • 3,967 Topics
  • 10,451 Replies

3967 Topics

J
Apprentice
jeremie.devillardApprentice
posted in Freshdesk

Simple SSO security - user can change company and phone

Hello, I'm trying Simple SSO Security and I found a security Issue.Indeed, the Phone & Company could be set in the SSO Url but it's not include in the HASH. So If I intercept the http request, I can change my phone and company.The phone is not really important for me, but I would like to separate solutions, articles & ticket between company. With this, I can't be sure that a customer will not try to access ticket or article from other company.

2
J
Apprentice
6 years ago
R
Apprentice
raymond.larawayApprentice
posted in Freshdesk

Forgetting Password Does Not Work

When I try to login with my e-mail and click "Forgot Password" the system sends me a link. The link does not work. I click on the link in my e-mail notification and it does nothing.

2
sajesh.krishnadas
Contributor
6 years ago
S
Contributor
slavelleContributor
posted in Freshdesk

Create a new ticket list view on a web page

 Hi - I have not completely read into the API yet, as I'm not even a subscriber of Freshdesk yet - just at rial account.  One of the things that we'd like to be able to do is create a ticket list that is "live" (i.e. not an export) where we can see the tickets listed in a table with sortable columns.  Specifically, we'd like to be able sort by and/or group by company, which the current ticket listing doesn't allow for.I see that we are able to pull a list of tickets but that list comes over with the same info in it that we get via the Freshdesk interface.I also see that we can pull a list of customers and of companies, independent of the ticket list.What I would like to do is merge the calls to these various lists into a single output which can then be displayed using our own website code.  I used a 3rd party tool to pull data from Freshdesk and see that it is possible to combine these (klipfolio), but it is not a "live" list, and I really don't want to have to pay for yet another serv

2
S
Contributor
6 years ago
B
Apprentice
brynkApprentice
posted in Freshdesk

Ticket Time Zone is wrong - set to US Eastern Time

I noticed another post about the ticket time being wrong 9 months ago. Was this fixed, I have my time zone set to HST but the time on the ticket shows EST.Ticket time is one of the most critical features we need so this issue either has to be resolved or I have to use something else.

1
B
Apprentice
6 years ago
F
Contributor
fujitaContributor
posted in Freshdesk

enable/disable user account through api

Is it possible to enable/disable user account through api from my website(Wordpress)?

4
F
Contributor
7 years ago
F
Apprentice
freshplugsApprentice
posted in Freshdesk

Add a note and Resolve

Add a note to explain the status of the ticket and update the status of the issue to "Resolved" so that the customer can go ahead and close the ticket . Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference 6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"

5
S
Community Debut
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
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Community Debut
7 years ago
G
Apprentice
giteshApprentice
posted in Freshdesk

APIs to view the logged in user??

Need information on apis to view the logged in user.

3
R
Contributor
7 years ago
R
Apprentice
riskengeythaApprentice
posted in Freshdesk

API V2 View a Ticket does not show notes

 API V2 View a Ticket does not show notes in json file.

2
R
Contributor
7 years ago
P
Apprentice
priancy09Apprentice
posted in Freshdesk

Using custom_field in Create Ticket API

I want to create a new custom_field by the name ''appname".I am using Advanced Rest Client for hitting API Requests. In the header part I am entering username and password in Base64 and in the Content-Type:application:json.This is the format of my Payload:{ "helpdesk_ticket": { "description":"Details...", "subject":"Support Needed...", "email":"tom@outerspace.com", "priority":1, "status":2, "custom_fields":{"appname":"u2opia"} } }But the response either shows up a 500 Internal server error or {"logout": "success"}Please suggest how to include a custom_field while creating a ticket.

1
R
Contributor
7 years ago
M
Apprentice
mike_13750Apprentice
posted in Freshdesk

IF/ELSE Liquid snippet to check for homepage

Hi there, I need to check whether we are on the portal homepage and display different class names, is there a liquid snippet available for that?Something like{% if portal.home %}<!--Do Something Cool-->{% endif %}Thanks!

1
V
Community Debut
7 years ago
J
Apprentice
julianApprentice
posted in Freshdesk

Blank lines removed

When I copy text from a text editor into an email in Freshdesk, it displays correctly. But when the email is sent, all the blank lines are removed making the email difficult to read. It seems the line breaks are being ignored. We need to do this a lot so it is a major problem for us.

1
J
Apprentice
7 years ago
T
Contributor
tloContributor
posted in Freshdesk

How to add ticket list to customer portal home?

Is it possible to add the ticket list to the customer portal home page? I've tried adding {% snippet ticket_list %} but it didn't list any tickets.

3
A
Contributor
7 years ago
keith.bucknall
Apprentice
keith.bucknallApprentice
posted in Freshdesk

Forward emails not logging tickets

Hi,I have added the email address of the agents into Freshdesk but i am having issues with the tickets getting logged under the customer instead of the agent - can you please help?ThanksKeith

1
M
Contributor
7 years ago
J
Contributor
joshwContributor
posted in Freshdesk

Length of Time User Activation Link is Active

It appears that the length of time the Activation Link is valid on a new customer welcome email is about an hour. After this time, the link cannot be used activate a new customer. Can this timing be adjusted? Most of my customers are enrolled during phone support sessions and do not get to the activation email in the same day.

13
M
Contributor
7 years ago
J
Apprentice
joseph_11662Apprentice
posted in Freshdesk

Webhook Asana Task

 Has anyone ever setup a webhook to create an asana task? What format would you use?I can create asana tasks using curl like so<apikey>: https://app.asana.com/api/1.0/workspaces/1234/tasks -d "assignee=9673701969436" -d "followers[0]=9673701969436" -d "name=Hello, world%21" -d "notes=How are you today%3F"but Im not sure how to enter that into the webhook fields

4
V
Community Debut
7 years ago
Y
Apprentice
yasaswini.balasubramaniamApprentice
posted in Freshdesk

Pipedrive Integration

This integration pulls up all relevant information about the customer from Pipedrive CRM when handling their tickets, making it easier for agents to understand every customer and the problems they are dealing with. The Pipedrive integration displays contact details like Name, Email-id, Phone numbers, and recent activities right next to the ticket view. If contacts are not available in Pipedrive, they can be added from Freshdesk. To install this plugin: Download the zip file Unzip and open the .txt file containing the plug code Sign up for Pipedrive and replace the “api_key” in the code with the one you receive* Copy the code In Freshdesk, Go to Admin -> Integrations -> New Freshplug Title it “Pipedrive” and copy the code in the “Script” field Make sure “Show this widget in ticket view page” is selected Click on “Create and Enable” *API tokens can also be obtained by going to Settings->Personal->API in your Pipedrive account.

9
R
Community Debut
7 years ago
A
Apprentice
aswin.aApprentice
posted in Freshdesk

Display Public Ticket URL As QR Code

This Freshplug creates a small QR code of the public ticket URL. With a QR scanner , the ticket can be easily accessedCREATED BY : Nithin David Thomas, Arjun Paliath and Aswin VayiravanCode:   <style> #qrcode{ display: block; text-align: center; margin-bottom:25px; } </style> <div id="qrcode"><h3 class="heading">QR Code Of This Ticket: </h3></div> <script type="text/javascript" src="https://cdnjs.cloudflare.com/ajax/libs/jquery.qrcode/1.0/jquery.qrcode.min.js" ></script> <script type="text/javascript" > jQuery(function(){ jQuery('#qrcode').closest('.widget').hide(); jQuery('#qrcode').insertAfter('#due-by-element-parent'); jQuery('#qrcode').qrcode({width: 128,height: 128,text: "{{ticket.public_url}}"}); }); </script>   

2
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Community Debut
7 years ago
G
Contributor
george.olaruContributor
posted in Freshdesk

Ticket list through API limited to the last 30 days?

It seems that I can't get tickets older than 30 days through the API. I guess the default filtering is applied and I can't specify a custom view.Get I get tickets from any time frame with the API (like all the tickets)?

1
R
Community Debut
7 years ago
K
Contributor
kweeksContributor
posted in Freshdesk

New Dashboard

Is anyone else having issues with the new dashboard?I have an ugly vertical scroll bar in the middle of the screen and the dynamic resizing no longer works.I tried on 'lets talk' but the Agent has disappeared and no ticket has been created.

8
D
Contributor
7 years ago
J
Contributor
jeremy.bellContributor
posted in Freshdesk

How do I organize tickets by tag?

We're trying to generate statistics about the breakdown of issues that are coming in.  We just need to be able to see a list of all the tags we're using, along with the number of issues for that tag.  And we need to be able to arrange those numbers from greatest to least.I have looked and looked, and haven't been able to find a way to do this, other than to just enter in each tag one at a time, and then write down each total, which obviously isn't practical.  Please advise.

2
A
Community Debut
7 years ago
B
Contributor
bala.kumarContributor
posted in Freshdesk

Vibe App Fresh Plug

Brings complete information about the customers right inside the tickets, letting your agents get deeper insights about the customer whom they interact with. Vibes widget pulls up Name, gender, designation, company, work history, social media profile links, topics of interest etc right in the ticket view.Install Instructions: Download the zip file. Unzip and open the .txt file Signup for Vibe at https://vibeapp.co/business/freshdesk/ and replace the "api_key" in the plug code (in the .txt file) with the Vibe key that you receive on signup. Copy the code from the file Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button Give a Name and Description to this plug for future reference Select the text box “Show this widget in ticket view page” Copy the code from the .txt file here and click the button "create and enable"

5
R
Contributor
7 years ago
J
Apprentice
juanApprentice
posted in Freshdesk

Bug when using "Inster link"

When typing my response to the customer I noticed that the feature to add link doesn't work as it used to do. Once you click it the screen turns white but the menu to enter the URL doesn't appear. Please fix!By the way, it would be great to have the option to convert every URL that you type into a link.

2
M
Contributor
7 years ago
D
Contributor
debContributor
posted in Freshdesk

Preview mode publishes changes to live site

In customizing my page styles and layout, I find that many times clicking "Preview" actually pushes those changes live. Yikes! This defeats the purpose of Preview mode.I did not hit Save, or Save and Publish, just Preview yet about 1/2 the time my live site now has the changes I only made in Preview. I certainly don't want my live site to be where I test my new code.Has anyone else seen this?  It certainly makes the entire development / testing area of Freshdesk useless. I should probably just dump all the code into a regular web dev program and work from there.

0
D
Contributor
7 years ago
M
Apprentice
mdsApprentice
posted in Freshdesk

Best Practices for "resolved" tickets.

Let's say a customer raises a request and I'm able to "resolve" it by changing a value in the database. I don't know how the value became wrong but as far as the customer is concerned the ticket is "fixed".I create an issue in the bug tracker, link it with the ticket.But what status should I give the ticket?I don't want it to show up as open, that's distracting. I guess I could put it in a custom status like 'Bug'. And then update when the issue status comes back. Will custom ticket statuses ignored by the dashboard? Guess I'll try it and find out.Any ideas on a good way to deal with these scenarios would be much appreciated. Thanks

1
J
Apprentice
7 years ago

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