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Good afternoon! We're finishing up implementation of FreshDesk, getting ready for launch at the end of the month. I was interested in importing tickets from our previous system in to FreshDesk, but I seem to have run in to a snag. According to the following article, https://support.freshdesk.com/support/discussions/topics/46the ability to import is available, but no one after the topic was listed as "implemented" has found a way to actually import. Any ideas as to how this works? P.S., I looked at the API, and while I could write a nifty little PHP script to import data for me, I don't seem to have the ability to edit certain information, like the ticket date - which is where an import process would come in handy...
Freshdesk is unusable from a security standpoint unless I'm just missing something. There is no point in SSL if every reply to a ticket has the body of the message sent in clear text through email. I know you can customize emails to remove ticket comments, subject, etc but you cant seem to customize all the emails. Even with every email customized to remove this info I still get email notifications when I reply to tickets that include the full comment. Is there any way to work around this? I really love how freshdesk is laid out otherwise but this is a deal breaker.
Hello all,just corrected my own 'mistake':I was sending notification e-mails with ticket ID in the subject without brackets :ID #8instead of ID [#8](BTW, not essential to have a dash - in front of "ID")Apparently, the hash # is not enough to identify the ID, so the brackets [ ] must always be in the subject.If not, if the customer replies to the e-mail (i.e. not having brackets in the e-mail subject either), the system will interpret this as a new ticket, with a new ID, instead of a sibling of the existing ticket & ticket ID.
Is it possible to set things so that only emails from registered Customers generate tickets?Alternatively, it seems like the only solution for handling the non-issue-related emails that come to our Support address is to use your Spam and Block/Delete users features after a non-real ticket is generated. Is that right?Thanks for any tips or insights you can provide.
Hi,I think you need to change the logic of the freshdesk API key and agent password logic. Here is why:We have one agent but we no longer have her password, and you have no password retrieval option for agents on your site. You can only reset the password, but have to know it already. Please please change this - it's crazy that you can't request a password reminder or reset! What happens if an agent resets her or his password and leaves the company!2. We need to be able to set up new customers with an account on freshdesk via your API as they come into our system. We have been unable to do this because the only way you can do it (that works) is with an agents email and password. You cannot do it as suggested with just the API key and 'X'. So if we knew the agents email and password we could set up new users accounts using your API - but what happens when the Agent leaves, changes her password without telling the tech dept in our office or re-sets her API? I'll tell you,
I read the following article re: Active Directory integration. My concern with this setup is how the web portal will behave if the user is not inside the local network when submitting a ticket (and cannot reach the IIS/vbscript). Also, what happens when the user does not have domain credentials? When I enable SSO, does FD allow non-domain users to login via other means and/or to manually type their credentials from AD? https://support.freshdesk.com/support/solutions/articles/2018-active-directory-integration
The Overdue tags are not applicable to our customer support requirements.How do we remove the Overdue tags, or edit the times.We want "Overdue" to appear only on tickets where one of our agents has not responded in more than 3 days. Currently it appears to tag all inactive tickets as Overdue after 3 days.
Hello all,We have configured the IIS server with the ASP script from https://support.freshdesk.com/support/solutions/articles/2018--strong-active-strong-strong-directory-strong-integrationBut we keep getting the following error "Couldn't login to Freshdesk. Please contact your administrator". I'm also not sure what to fill in under "' Retrieve authenticated user" We didn't change anything under "' Retrieve authenticated user" so far.Please help.Greets,Arvid
One of our customers asked us to auto add several contacts as a cc into the ticket thread.Example:Contact A works for company X. Contact B also.Contact C also.Contact A logs into the customer portal and creates a new ticket. Now he wants auto include Contact B and C into the ticket as CC.He can do this manually after he created the ticket, but he wants this to happen automatically.I tried to create a dispatcher rule and a supervisor rule, but both don't have the possibility to send emails to other persons than agents.How can I comfort this customer? Is there a solution?Thanks in advance,Remi
In order to use the Lightbox2 JS in Solution articles, you need to follow these steps.Go to Lightbox2 website - http://www.lokeshdhakar.com/projects/lightbox2/Download the Lightbox2 and host this in your Wordpress account or so, so it can be served from your own site, instead of using Lightbox2 site (Just in case)Go to Freshdesk Admin -> Helpdesk Rebranding -> Portal Customization -> Portal Pages -> "Solutions -> Article ViewInclude the below code snippet in this section for Lightbox <link rel="stylesheet" href="http://lokeshdhakar.com/projects/lightbox2/css/lightbox.css"><script src="http://lokeshdhakar.com/projects/lightbox2/js/lightbox.js"></script>After including the code snippet, Save & Publish the Portal Page.Now, add up all the Images in your dropbox or Box account, since only Public Images are supported or even you can upload in your Freshdesk Solutions and note the CDN links for these ImagesAfter uploading the files, Go to the Sol
I thought when I was first checking out the service that it mentioned a feature that allowed for Google chat transcripts saved in your Gmail account could be imported to Freshdesk as new tickets. Yet now when I search through the tour pages I can't find where it said that.Is that capability a current feature? Or is it planned to roll out with the Google Chat integration in a month or two?Thanks!
We have a Company listed and are trying to set the "Can see all tickets from this company" checkbox for Contacts from that Company.The Company field in the Contact is set correctly. The checkbox is selected, then the Contact info is saved.Company exists, and when viewing the company, all appropriate Contacts appear in the Company as associated with it.Tests performed: 1. Other Contact info modified as well as checkbox, then Contact saved. Other info was saved, but the checkbox wasn't.2. Contact with the checkbox selected was edited and checkbox unselected. Contact saved. Edited the Contact to reselect the checkbox, saving the Contact. Editing the Contact again, the checkbox wasn't saved.We currently have Salesforce CRM integration active, and the Company details were originally populated from a Contact created based on the SF contact account details.Please help, as this is a very important component to our helpdesk client contacts and case management.
Currently, there is no way for an admin to programatically subscribe customers to threads.The REST API subscribes the user account which does the api call. As a result, you'd have to have every user's username and password to do this.I'd like there to be either a query param ?user-email or ?user-id... which would subscribe that user instead of the user that made the rest call.
We would like to be able to flag certain customers as VIPs, and automatically have their tickets get higher priority in the system. Is this possible? I thought I might be able to use the tags field on the customer record to tie this into automation, but it doesn't look like I can access that in Dispatch'r. It also looks like I can't change the tags on a customer via the API, which I would need to be able to do so I can automate this from our web site.
If you have the arcade enabled in Freshdesk, you get points for resolving a ticket in the initial response (Sharpshooter). However, if the customer replies with a simple "thanks", you lose those points because the ticket is then re-resolved after the second response.This seems a little unfair, no?
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