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Freshdesk

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

3,900 Topics
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dave_11705Apprentice

posted in Freshdesk

lee_14365Apprentice

posted in Freshdesk

Solution Editor - WYSIWYG - Font Size - Selector creates incorrect CSS

The Font Size tool will always apply one font size larger than the one selected.This means your WYSIWYG button for Font Size is configured incorrectly with respect to which CSS it applies when a font size is selected.Steps to replicate1. Create a solution2. Enter the text "Medium"3. Select the text "Medium"4. Click the Font Size icon then click Medium5. The selected text becomes the Large font size (not the medium font size) and remains selected6. Click the Font Size icon, you can now see the font size with a "tick" next to it is LargeLooks like a dev forgot that arrays counts start at 0 not 1 :)

5 years ago

only4cars2014Apprentice

posted in Freshdesk

Queries

I have following issues I need assistance with.Help deeply appreciated.

8 years ago

robert.buljevicApprentice

posted in Freshdesk

API and "description" field

Hi,I'm able to successfully import some tickets via the json API.Also, I'm able to change attributes of existing tickets via the same API. However, I noticed that the ticket "description" field (the content of the first post within a ticket) is not updated even though the reply I get is "200 OK" and all other fields are successfully updated.Has anybody encountered a similar issue and why the description field cannot be updated?Thanks in advance for any feedback.

5 years ago

shawn.rehillApprentice

posted in Freshdesk

Custom feedback AJAX submission

Hello I am having an issue with using AJAX to submit a custom feedback page from my website. Here's what I have $.ajax({ beforeSend: function (xhr) { xhr.setRequestHeader('Authorization', 'APIkey:' + btoa('XXXXXXXX')); }, type: "POST", contentType: "application/jsonp; charset=utf-8", url: 'http://f4.freshdesk.com/helpdesk/tickets.json', data: { "helpdesk_ticket":{ "description":"Some details on the issue ...", "subject":"Support needed..", "email":"hulk@outerspace.com", "priority":1, "status":2 } }, processData: false, dataType: "jsonp", crossDomain: true, error: function (xhr, ajaxOptions, thrownError) { console.log(thrownError); } }); I get an error message ""jQueryXXXXXXXXXXXXXXXXXXXXXXX was not called" Anyone know how to resolve this issue?

8 years ago

edreuxApprentice

posted in Freshdesk

Problem with SEO

We have moved our articles from our own forum (ie http://www.cloudiway.com/forum) to freshdesk (with a CNAME support.cloudiway.com).This was about one month ago.Now, we have completely disappeared from Google where we used to be in the first page for a lot of searches.Do you know what's happening, and a good way to improve the results?

5 years ago

todd_11602Contributor

posted in Freshdesk

Are there chat alerts for the agent?

I tested the chat feature but it seems when a visitor chats with an agent there is no sound or any indication really that alerts the agent that someone wants to chat?

7 years ago

todd_11602Contributor

posted in Freshdesk

Installing Chat on a Wordpress site

Installation of the Chat feature seems pretty straight forward for normal NON wordpress websites but, what about installing on a Wordpress website?Any suggestions on where to place the code?

5 years ago

avinokurovApprentice

posted in Freshdesk

Captcha is showing for logged in users

If the setting "Make captcha compulsory while submitting ticket without logging in" is enabled and a Freshdesk user is logged in via SSO (Single Sign On), the user sees the captcha, while it is enabled only for unlogged in users.

5 years ago

denis.ironiApprentice

posted in Freshdesk

API Error 500 send new Article

Hi,I'm using api to enter and edit articles. I can create categories and folders but can not create a new Article 500 without having to return error details.Url https://XXX.freshdesk.com/solution/categories/{CATEGORYID}/folders/{FOLDERID}/articles.json body of request:{ "solution_article": { "title": "test article", "status":1, "art_type":2, "description": "test article descr", "folder_id": 1000114217 } }Can i do it?

5 years ago

janApprentice

posted in Freshdesk

OpenSSL and FreshDesk

When running a quick test to see whether freshdesk is using OpenSLL, the following comes back.Detected server software of nginx/1.2.9 + Phusion Passenger 3.0.21That server is known to use OpenSSL and could have been vulnerable.The SSL certificate for support.freshdesk.com valid 2 years ago at Mar 28 00:00:00 2012 GMT.This is before the heartbleed bug was published, it may need to be regenerated. ----So, it would be nice to hear fresh desk confirm or deny the use of OpenSSL. So we have a potential security issue on our support site?

8 years ago

rahul.sapreApprentice

posted in Freshdesk

Iphone App not accessible to customers

While logging in as a customer on the new iphone app, we got following error message -"Cannot Login with customer account"

8 years ago

michael_11448Contributor

posted in Freshdesk

TeamViewer

1. You will first need to create an account at http://www.teamviewer.com/. 2. Once you have created your account, go to the management console at https://login.teamviewer.com/.3. Click on your name in the top right corner and select Edit profile.4. Select Apps, then click on Create script token.5. Enter any name and description, select either Create, view own and edit own sessions or Create, view all and edit own sessions then click Save.6. Copy the token you will be shown for use later.7. Download the ZIP file and extract contents.8. Click the New FreshPlug button in Admin > Integrations > FreshPlugs tab.9. Give a name and a description.10. Copy the code from TeamViewer.txt and Paste it to the script area.11. Find the line that looks like token: "Enter your token here" and replace the text with the token saved from step 6.12. By default this freshplug will place sessions created in the "Freshdesk" group. You may want to change this or you may get an error regarding the group ID

8 years ago

lee_14365Apprentice

posted in Freshdesk

Solutions - Checking for broken links when deleting and creating new solutions

ChallengeOur organisation's use of Freshdesk Solutions grows daily, and we find ourselves often deleting a single solution to replace it with multiple more detailed solution. This creates broken links in Solutions that referred to the original solution.QuestionHow do we keep track of which solutions are interdependent without maintaining a separate document that manually tracks these interdependencies when replacing old articles with multiple new articles?Example Use CaseSolution 1 used to provide the necessary information for my customer to resolve their query. Solution 1 is a common task for our customers, so it is linked to by three other solutions (Solutions 2, 3 and 4) When we add a new feature and Solution 1 needs to be split into two separate articles, we delete Solution 1 and create Solution 4 and Solution 5.I now have broken links in Solutions 2, 3 and 4 because I have deleted Solution 1. In our implementation of freshdesk there might be thirty five articles that linked to th

3 years ago

bernat.oliveresApprentice

posted in Freshdesk

Opera bowser: subit form description field not working

The description field in the ticket submit form is not editable in Opera win7.

8 years ago

chrishContributor

posted in Freshdesk

How do i forward emails I release from spam in gmail?

Gmail is still catching some support requests in spam. despite me setting up an SPF record.When I move them out of spam, they go back to the inbox but they don't automatically forwarded to freshdeskAnd when I forward them manually, actually... they're not even appearing! Now I am very confused.I sent a test email direct to my support desk (pizazzwpcomsupport@pizazzwp.freshdesk.com) and it appeared in the tickets.So, how do I get them from the gmail inbox to Freshdesk? Should I just reply in gmail and let nature takes its course?

8 years ago

eric.millerApprentice

posted in Freshdesk

Full example of a Create Ticket API post

Hi all.We're new to FreshDesk and wanting to take advantage of the Create Ticket API.We've mapped fields from our contact us form on a web app over to the Fresh Desk API's, being careful to follow the documentation at: http://freshdesk.com/api/#ticket.However, we are having some issues getting the ticket to be created.Could someone share a full example of a Create Ticket post? The examples in the API documentation are somewhat limited and do not include a lot of the fields that are available.Any help would be greatly appreciated.Thanks,Eric

7 years ago

divine.project.teamApprentice

posted in Freshdesk

APi Limits

Hi guys,First of all, thank you so much for this service.Currently, I'm trying to import some of our data to this dashboard (in order to test it), but ...It seems like your API has some limitation? After the third attempt I can't login with my account anymore (returns Access Denied)... is it banned now?Can you help me with this issue?Also, i'm using this examplehttps://github.com/johnpaulh/mysamples/blob/master/php_samples/create_ticket.phpAnd have a question:Can I collect all my previous tickets in one array and send just once?Thanks.

5 years ago

paultContributor

posted in Freshdesk

remove the word support from the "support by freshdesk" footer

Our support portal is just called "support". This causes all outgoing emails to have a footer that says"support support by freshdesk" Can the "support" be removed or change the tag line to "powered by freshdesk". The reason we only call our portal "support" is that the portal name appears next to our logo. So in the portal it shows as "<company name logo> support". If we called our support portal our company so the freshdesk tag line worked our portal would display as "<company name logo> company name", which makes no sense.

8 years ago

pat_11599Apprentice

posted in Freshdesk

Multi Product Ticket Confirmation Email

Hi,I just created our support desk today. I created two branded support portals using the Multi Product feature and configured it's email and domain name.In testing the support email for the Product support the confirmation email includes all the details of the primary support desk rather than the Product support desk, which poses a significant problem.I have looked for support documentation on how to properly configure the settings so that the confirmation email will include the Product support details but I have been unable to find any documentation.Please help.Thanks,Pat

8 years ago

matt.curdApprentice

posted in Freshdesk

Agent collision detection unreliable

Sometimes agent collision works, sometimes it just doesn't. I will keep investigating a similarity between times it doesn't work. Very important feature though that is currently unreliable.

6 years ago

ldepriscoApprentice

posted in Freshdesk

API - post attachments

Hi,I'm starting to get a bit of confidence with the use of the API.Through a form, I can create a ticket. Also through the form I would like to insert an attachment and view it on FreshDesk.I develop in PHP. Do you have any example that I can riferiemento? Can you give me a hand?For example, you place a bit of code that I'm using: ************************************************************$ticket = new DomDocument('1.0');$ticket_root = $ticket->appendChild($ticket->createElement('helpdesk_ticket'));// Field Status - 2 Open - 3 Pending - 4 Resolved - 5 Closed$status_tag = $ticket_root->appendChild($ticket->createElement('status'));$status_tag->appendChild($ticket->createTextNode("2"));// Field Email$email_tag = $ticket_root->appendChild($ticket->createElement('email'));$email_tag->appendChild($ticket->createTextNode($email_cli));************************************************************Thank you in advance for your help! ;) Luca

8 years ago

sfieldsContributor

posted in Freshdesk

Adding tags to multiple tickets at once

Hi. I am editing our entire ticket cache and would like to be able to select multiple tickets and add tags to them all en masse. Is this a current feature I just haven't figured out how to do or is it not currently supported?The bulk actions button doesn't seem to have tags as field and I can't seem to find a way to edit it.Can you help?Thank you,Samantha

5 years ago

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