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Freshdesk

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

  • 4,119 Topics
  • 10,822 Replies

4119 Topics

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Apprentice
antonio.garciaApprentice
posted in Freshdesk

how to hide command "simon says" freshdesk

i'd like know how to hide the command "simon says" in freshdesk.Antonio

3
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Community Debut
6 years ago
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Apprentice
warrenbApprentice
posted in Freshdesk

Developer API site Down ?

Your developer API site is down ? Is there somewhere else I can go for API docs ?http://freshdesk.com/apiThanks,Warren

1
D
Contributor
8 years ago
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Contributor
e.chizatContributor
posted in Freshdesk

Get from, to, cc... of a note

Hi,I made a request like "curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET http://domain.freshdesk.com/helpdesk/tickets/1.json".How can I get the note from, the note to, the note cc and the note bcc ? When I say "note" I mean the customer response. ("note" part in JSON)Thanks :)

2
aravind.sundararajan
Skilled Expert
5 years ago
I
Apprentice
it_12740Apprentice
posted in Freshdesk

Data import from zendesk

Hi!we have tried to generate a export .csv file in zendesk, but the plan we have does not allow it.Please, could you give us another option to execute the migration from zendesk to freshdesk?Thanks and regards!

5
C
Contributor
5 years ago
A
Contributor
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.

5
M
Apprentice
6 years ago
M
Apprentice
marcodisanoApprentice
posted in Freshdesk

Integrate with WhatsApp

Hi all,is it possible to integrate Freshdesk with a IM software, like whatsapp?tks,marco.

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aravind.sundararajan
Skilled Expert
5 years ago
N
Apprentice
nschimpfApprentice
posted in Freshdesk

Freshfone and Wireless headsets

Currently using freshfone with a wireless plantronics savi 440 headset and when you get multiple calls the second agent can not here the customer, but customer can here agent. Is anybody having the same issue or have a fix?

3
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Apprentice
8 years ago
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Contributor
jhunterwuContributor
posted in Freshdesk

Rule Delay

I have a rule that put the ticket into "Waiting on Customer" with priority Low when I send a reply to a ticket, but it sometimes takes up to several minutes for the rule to kick in after I send a reply. Is it supposed to be like this?

1
aravind.sundararajan
Skilled Expert
5 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
J
Apprentice
john_12711Apprentice
posted in Freshdesk

Harvest Platform Timer

This FreshPlug will add the Harvest timer in the upper right of the ticket detail box in the sidebar of the ticket view.  Using the data-item attribute in the Harvest Platform will allow a timesheet entry to reference back to your ticket. Install Instructions: Download the zip file.  Unzip and open the Harvest.txt file  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 check box “Show this widget in ticket view page”  Copy the code from the Harvest.txt file here and click the button "Create and Enable"

3
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Community Debut
7 years ago
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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
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Apprentice
8 years ago
M
Contributor
michael.flatleyContributor
posted in Freshdesk

Multiple ticket forms

Greetings allDoes anyone know if in the free version if their is a way to create multiple separate tickets? let me explain.we have the current help desk ticket entry with the normal tabs, hardware,software,phone,etcc.etccNow i am being asked if their is a way to create a separatee form for just ordering supplies? We don't want to use the original ticket we created but would prefer a second ticket creation based upon custom fields.this is not a problem, the application has been working great since we went with you guys and gals, great product.!Thanksmike

4
A
Community Debut
5 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
I
Apprentice
ivan.pavicApprentice
posted in Freshdesk

FreshPlugs - how to send oauth token?

When using Freshdesk.Widget request method, with auth_type set to "OAuth", I'm able to retrieve access token from my REST service. Now, in order to get other data, I need to send this token as OAuth-Token in request header.Does nayone know how this can be achieved?

1
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Apprentice
8 years ago
J
Contributor
jhunterwuContributor
posted in Freshdesk

Notify Some Requesters on Ticket Creation

I've disabled notification to the requester when creating a ticket, but sometimes I really do want to notify the client, so what I do is just reply to the ticket, so that the requester gets the ticket in his mailbox. I've just migrated from Jitbit, where there was a check box next to the requester field in the ticket view. When checking this box, the requester would get notified. Is there a similar option in Freshdesk?

3
aravind.sundararajan
Skilled Expert
5 years ago
J
Contributor
jhunterwuContributor
posted in Freshdesk

Defaults on Ticket Creation

Is it possible to set default state to "Open" when creating a new ticket?Is it also possible to set "Agent" to myself as default when creating a new ticket?

1
aravind.sundararajan
Skilled Expert
5 years ago
J
Apprentice
jason_12693Apprentice
posted in Freshdesk

Authenticate customers remotely using API

Hi everyone,I'm new to developing with the freshdesk api, so I have a couple of questions.  We would like to be able to auto-login our customers into our freshdesk support portal when they log into out site.  I've looked into the SSO solution, but it seems to pose a couple of issues, namely logging out of the support portal would log them out of their account on our side.Is it possible to log a customer into fresh desk via the api and not using SSO?If not, is it possible to use SSO and not have a log out URL?Any guidance and advice would be appreciated.Thanks!

1
aravind.sundararajan
Skilled Expert
8 years ago
J
Contributor
jhunterwuContributor
posted in Freshdesk

Freshdesk Google Contacts

I'm really not sure how this is supposed to work; I just face so many problems with this. Let's start with this:  Out of 750 contacts in my Google Contacts, I get only like 25 into my Freshdesk. It seems all of these 25 contacts has an email. Is it so that Freshdesk will only import contacts from Google that has an email?When I look inside Google Contacts after the sync was supposed to have been done, I see a "Freshdesk Contacts" group, which it seems has duplicated all my Google Contacts into it. Does there exist a guide somewhere or even a basic explanation of how it's supposed to work. This should've been a straightforward process, but apparently not. 

1
aravind.sundararajan
Skilled Expert
5 years ago
B
Apprentice
brian_12682Apprentice
posted in Freshdesk

Freshdesk API not working with chunked Transfer-Encoding

When I attempt to upload an attachment to Freshdesk with chunked Transfer-Encoding, the request fails. It appears that you are running an outdated version of the nginx proxy that does not support chunked Transfer-Encoding (http://serverfault.com/questions/164220/is-there-a-way-to-avoid-nginx-411-content-length-required-errors).Request:curl -u user@company.com:password --header "Transfer-Encoding: chunked" -F "helpdesk_note[attachments][][resource]=@/path/to/file.jpg" -F "helpdesk_note[body]=Note content" -F "helpdesk_note[private]=false" -X POST https://domain.freshdesk.com/helpdesk/tickets/[id]/conversations/note.jsonResponse:<html><head><title>411 Length Required</title></head><body bgcolor="white"><center><h1>411 Length Required</h1></center><hr><center>nginx/1.2.9</center></body></html>

1
aravind.sundararajan
Skilled Expert
5 years ago
D
Apprentice
dmitry.mediaworks7Apprentice
posted in Freshdesk

Contact Form

 Contact Form in footer

0
D
Apprentice
8 years ago
J
Contributor
jhunterwuContributor
posted in Freshdesk

Manage Tickets from Tickets View

If I want to close a ticket, I first have to select the ticket, then click "Close" button. Isn't it possible to have a close button on the ticket itself, so that I only need to click once?Also, if I want to change the due date on the ticket, I first have to open the ticket, then click "Change", then click "Set Date/Time", then select the date, then select the hour, then select AM/PM, then click "Save". How about there's just a button on the ticket view that opens a magic little window where you can click once, either "today", "today at 2300" "tomorrow at 2000" (preconfigured)Ok, that's a nice feature request, but is there any way to manage the tickets more from the ticket view, instead of clicking yourself to death? 

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

Cant save PDF report from Chrome

While in the reports, I click the PDF and everything seems to be normal except that when I hover over the lower right (PDF is open in the browser), and click the SAVE icon, nothing happens. I suspect it is because of the way the page is generated. Can you please confirm is this is a known issue or intended behavior? I have gotten around it by PRINTING 'as a PDF' and then saving the file output.Knowns:Windows 8.1 64bitChrome Version 39.0.2171.99 m

2
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Top Contributor
8 years ago
C
Apprentice
connorgenykApprentice
posted in Freshdesk

Help Me!

I am the account administrator and when I go to log in I get Your account has been suspended please contact your account administrator (**********@gmail.com)

7
H
Contributor
6 years ago
J
Apprentice
jardany88Apprentice
posted in Freshdesk

Fail Mail Notifications to agents

When i create a new agent, the system dont send activation mail. And when a new ticket is created, not notify the group of support. All notifications is actives.

0
J
Apprentice
8 years ago
C
Apprentice
chandras10Apprentice
posted in Freshdesk

How to add a settings page to my custom FreshPlug?

Hi,I am working on integrating our product to Freshdesk. I have most of the functionality working via FreshPlug. However, for one feature, I want to be able to save our product's API key somewhere within Freshdesk so that when the user clicks on a button then that will fire a request to our product with the API key. However, I dont know how or where to store my product's API key.Yes, its easier to create a REST API to our cloud wherein we can map each Freshdesk agent to our API key and use that. But it would a lot cleaner, if I could save our API key somewhere on Freshdesk itself.Is this possible? If so, how?Regards,-Chandra

0
C
Apprentice
8 years ago

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