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Freshdesk

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  • 3,646 Topics
  • 9,587 Replies

3646 Topics

C
Apprentice
ckmApprentice
posted in Freshdesk

Notes while adding a ticket via API?

Is it possible to add a note while creating a new ticket via the API?  I tired adding a <notes></notes> block (see below) to my existing POST that creates a new ticket, but it doesn't seem to work.<notes>  <helpdesk-note>     <body_html>          <body><html><a href="http://linkto.example.com">Link to example.com</a></html></body>     </body_html>  </helpdesk-note></notes>

2
A
Skilled Expert
5 years ago
J
Apprentice
johanApprentice
posted in Freshdesk

How are 'First Contact Resolution' and 'Average First Response Time' defined?

I like to know the EXACT definition of a 'First Contact Resolution' and 'Average First Response Time'.

9
A
Skilled Expert
5 years ago
S
Contributor
selleckjContributor
posted in Freshdesk

Release notes not updated - whats changed November 2012

I've noticed a few changes on our freshdesk.one of the things is the header bar is now a progress bar and flashes different colours when waiting - this is different to last month.What else has changed - the 'Whats new' post has no details.

2
I
Community Debut
9 years ago
Z
Contributor
zachContributor
posted in Freshdesk

Solutions: "Tag" best practices?

What is the best way to use the "tag" field when creating solutions? Is it just used for searching or is there a (planned) way for customers to view articles within a certain keyword?

5
H
Community Debut
4 years ago
D
Apprentice
damir.pecnikApprentice
posted in Freshdesk

Reply to topic

Can anyone tell me if they can replay to topics in forums?

2
A
Community Debut
1 year ago
T
Apprentice
toriApprentice
posted in Freshdesk

Forum New Topic Notification?

Is there a way to set it so that new topics posted to our forums provide some sort of notification to an assigned group?  It seems like this should be a feature, but I can't find it.

4
S
Contributor
6 years ago
R
Apprentice
rrvbuyApprentice
posted in Freshdesk

How to backup Freshdesk data

A free, open source program   http://www.httrack.com/page/2/en/index.html    will allow you to create an offline version of your Freshdesk site. This can be handy for reference if data on the live site is deleted unintentionally, and can be very useful when an Internet connection is not available. For most sites it should take less than an hour to complete the copy. The data can then be copied to a CD or DVD for a portable version of FreshdeskThe program is very easy to use. Although it has many configurable parameters, all you really need supply is your url plus login and password.

7
J
Community Debut
5 years ago
B
Apprentice
blazejApprentice
posted in Freshdesk

"On Hold" does not display "Waiting on Third Party"

Shouldn't the stats on the dashboard include tickets with the status "Waiting on Third Party" for "On Hold"?I understand that these are custom fields but there should be a way to define what Ticket Summery they add up to, I guess.

2
B
Apprentice
9 years ago
W
Contributor
withoudeContributor
posted in Freshdesk

Browser Shortcut for Cases

Please see below an easy way to navigate to cases if you use Chrome (similar options exist for FireFox and IE).http://www.wolf-howl.com/google/how-to-add-search-shortcuts-to-google-chrome/I have now set up a shortcut that if I type 'fd 1200' in my browser and hit enter it goes straight to ticket 1200 (example https://support.freshdesk.com/support/tickets/%s). This is very convenient as new cases take about 2 hours to get indexed so the standard search is not sufficient in many cases.best regards,Erik Withoud

1
V
Contributor
9 years ago
E
Contributor
escallinContributor
posted in Freshdesk

Forward to kbase not working

When I "Forward" a ticket to the Solutions folder, it does not work. However, if I "Reply" and add the the kbase address as a CC, then it does show up in the drafts folder. Why does "forward" not work? Here is what does not work:1) In a ticket, click on "Forward"2) Enter kbase@mycompany.freshdesk.com in the "To" field3) Click on the "Forward" button below the message. Here is what does work:1) In a ticket, click on "Reply"2) Click on "Add Cc"3) Enter kbase@mycomany.freshdesk.com in the "Cc" field4) Click "Send" button below the message I need the forwarding to work also.

9
S
Contributor
6 years ago
N
Apprentice
neville.franksApprentice
posted in Freshdesk

Email notifications missing Insert Placeholder button

The 'Insert Placeholders' button is missing from some Email notifications. For example 'User Activation Email'. 'Password Reset Email' etc.

2
A
Skilled Expert
5 years ago
A
Apprentice
antApprentice
posted in Freshdesk

Send a notification to an additional address when Ticket created

Hi,I want to create a task in my todo list when a ticket is created. I can generate new tasks by email so was wondering if I can use Dispatch'r to send an email to an address when a ticket is created. Seems they can only be sent to Agents and i'd rather not create a new Agent for my task App.Any idea?Thanks, Ant

1
A
Skilled Expert
5 years ago
J
Apprentice
jimmy.andrewsApprentice
posted in Freshdesk

Is the API documentation complete

I want to write a small app that polls for any open urgent tickets.The API shown here http://freshdesk.com/api/tickets/ shows methods for getting every ticket, and getting all tickets for a user by email.I was wondering if there was some options that aren't currently documented, such as by priority and/or by status.If not I can still just grab every ticket ever and scan through using XPath but that causes a bit more of a burden on bandwidth than I would like to avoid if possible.

2
A
Skilled Expert
4 years ago
J
Apprentice
jamie.oconnellApprentice
posted in Freshdesk

Can't embed a PDF in a KB entry

Hi,when I try to embed a PDF in a KB entry using:<object data="filename.pdf" type="application/pdf" width="100%" height="100%"></object>it keeps getting changed to:<object data="filename.pdf" type="application/x-shockwave-flash" width="100%" height="100%"></object>Obviously, this does not work.Why is this happening, and how can I embed a PDF (hosted elsewhere) in a KB entry?regardsjamie

4
A
Skilled Expert
5 years ago
C
Apprentice
carl.altomareApprentice
posted in Freshdesk

Customize Home

How can I customize the home page - I want to put a link on the home page on the right panel?

19
V
Contributor
8 years ago
E
Contributor
escallinContributor
posted in Freshdesk

List of placeholders for email templates

Where can I get a list of all the possible placeholders for email templates?

25
prettyrosie
Community Debut
16 days ago
L
Apprentice
lkkozlowskiApprentice
posted in Freshdesk

Lack of "Ticket response time" in exported data

Hello,In Ticket->Export csv file there is "Ticket resolution time" and "Ticket close time" but I can't find  "Ticket first response time". It's needed to analyze in how many cases you exceeded "First respond" SLA.Is it possible to export it somehow or it's not aviliable at the moment?If not - will it be added?     Regards,Lukasz

9
A
Skilled Expert
5 years ago
J
Contributor
junior.hemelaerContributor
posted in Freshdesk

Response time definition

Hi,I would like to know how the response time in the SLA is defined:put a comment/reply on the ticketassigning an agent...Could you please verify? Thanks!

1
V
Contributor
9 years ago
A
Apprentice
allenApprentice
posted in Freshdesk

View Dashboard metrics via API

How would we construct an API call to view the dashboard metrics (open, overdue, pending, etc) via a third-party app? Is it related to view tickets?

7
H
Community Debut
7 years ago
M
Apprentice
mmurphyApprentice
posted in Freshdesk

Best Practices? Lesson's Learned?

We are just starting to use FreshDesk.  We will have about 8 full-time agents supporting 3 core products.  We expect about 200-300 tickets a day.  Initially, we will be using the mail-in tickets (from our "support" email at gmail).  Eventually, we will be building our solutions library and making a help-site available for online ticket entry.I'm a little concerned about the shear volume of solutions that we could potentially have.   Does anyone have any advice about selecting keyword choices?  I'm also not sure if something should be a canned response vs. a solution.  Any great suggestions there? I think my biggest fear is that we will have so many solutions that no one will bother to look at them.Any other "lesson's learned"  from other sites that have gone through their Freshdesk startup.

1
V
Contributor
9 years ago
J
Contributor
junior.hemelaerContributor
posted in Freshdesk

Typo in Gamification Points settings

"Set points to be acheived by an agent to reach a level" should be "Set points to be achieved by an agent to reach a level"

1
J
Contributor
9 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
6 years ago
V
Contributor
villeContributor
posted in Freshdesk

Are all group members notified when a customer replies non-agent-assigned ticket?

If a ticket is not assigned to any specific agent but already assigned to a group, what is the Fresdesk's behavior when a customer responds to the ticket? Does every agent (in the group) get a notification e-mail about the reply? If it doesn't, I would really like to see such a behavior.Ville

5
T
Community Debut
8 years ago
S
Apprentice
swaroopApprentice
posted in Freshdesk

SSL breaks for any custom image

Note: Picked the wrong category, should be in problems.Hi,I was able to reproduce when your SSL breaks. Every page that includes a custom image (profile,logo/favicon), the image is being served from a non-SSL domain:http://cdn.freshdesk.com/data/helpdesk/attachments/...From what I see, you are using S3 for your CDN. Forcing HTTPS itself on the URL won't work:https://cdn.freshdesk.com/data/helpdesk/attachments/...This is because S3 does not serve a certificate unless you are using their subdomain. I would recommend using the following URL:https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/...Please fix this so we can use SSL on our helpdesks without the warnings.Thanks,SwaroopP.S. Nice bumping into you guys at Disrupt again. Expect more bug reports as I start using Freshdesk fulltime ;)

9
V
Contributor
9 years ago
_
Apprentice
_10305Apprentice
posted in Freshdesk

Google Analytics not working on freshdesk

Hi Freshdesk guys,I'm currently on the 30-day free trial and I setup my domain to work with freshdesk (http://support.riverflow.in). I also created a Google Analytics property and added the tracking code to my support portal.I waited a couple of days, and analytics says the code is not implemented and it's not getting visitor's data.Any help is greatly appreciated.

6
Y
Community Debut
10 years ago

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