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Freshdesk

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  • 3,985 Topics
  • 10,517 Replies

3985 Topics

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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
I
Apprentice
8 years ago
P
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
P
Apprentice
8 years ago
J
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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
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
M
Apprentice
mail_12353Apprentice
posted in Freshdesk

How to set the status of a forum topic (stamp_type)

Hi There,i'm building a script to migrate my old forums on a useresponse installation to freshdesk.All is working fine, but the only thing i can't figure out, is how ti set the state of a created topic to "answered", "planned", etc.The corresponding field seems to be stamp_type with a numeric value.When trying to POST or PUT on that field, i get a 500 internal server error back.So: Is there a way to set that property?Best, Jan

2
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Community Debut
8 years ago
D
Apprentice
dmitry.mediaworks7Apprentice
posted in Freshdesk

Contact Form

 Contact Form in footer

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D
Apprentice
8 years ago
S
Apprentice
sneha.bhattacharya227Apprentice
posted in Freshdesk

How will the admin get an alert when a ticket has been generated

I want the admin to get an email alert whenever a customer has filed for a ticket. Is there any way to do that? I couldn't find any such documentation in the helper docs. 

2
G
Contributor
8 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
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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
B
Contributor
bradley.pallisterContributor
posted in Freshdesk

Search seems to have stopped working? - URGENT!

For some reason, there is suddenly no results when searching for anything.  Also when replying to tickets, there are no solutions available to insert.Any ideas?

5
sajesh.krishnadas
Contributor
8 years ago
N
Apprentice
nikita.schroederApprentice
posted in Freshdesk

JIRA ticket as placeholder

Is there a way to create a placeholder for the JIRA ticket Issue ID?

0
N
Apprentice
8 years ago
F
Contributor
frederic.perrouinContributor
posted in Freshdesk

How can refuse mail from non customer to avoid spam

I want to use your tool but only for registered customer. Is there a way to do this ?

10
mrenaud
Skilled Expert
8 years ago
T
Contributor
todd_11602Contributor
posted in Freshdesk

When a user responds I get 2 emails

Every time a customer responds to a ticket, I end up getting 2 different emails for the same response. The two emails are in slightly different formats.How do I find and fix this in FreshDesk.Love FreshDesk by the way, this is the one annoyance I would like to fix though. Thanks!

2
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Contributor
8 years ago
R
Apprentice
rjordanApprentice
posted in Freshdesk

Create ticket returns 302

Hi,I'm attempting to integrate Freshdesk with Sensu as a notification plugin.  The integration is seemingly very straighforward, but the create ticket call always returns 302 with a redirect to /helpdesk/tickets.json.  I've tried following the guide here: http://freshdesk.com/api#code_samples and using the ruby examples here: https://github.com/freshdesk/fresh-samples/blob/master/Ruby_api_samples/ticket_create_json.rb but it always returns 302 and does not create the ticket.  What am I doing wrong?

1
annapoorna.venketaraman
8 years ago
S
Apprentice
sarah.thomasApprentice
posted in Freshdesk

Ticket Reply Disappears

Hello,A couple times I have replied to a ticket within Freshdesk only to find my response was not recorded.Has this been reported by any other users?Cheers,Sarah

3
annapoorna.venketaraman
8 years ago
F
Apprentice
freshplugsApprentice
posted in Freshdesk

Add Timer

A one click button to keep track of the billable hours for your agents or clients.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"

2
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Community Debut
8 years ago
A
Apprentice
arun.jerryApprentice
posted in Freshdesk

Pipelinedeals

View customer information from Pipelinedeals in the Tickets and Contacts page in Freshdesk

0
A
Apprentice
8 years ago
A
Apprentice
adalviApprentice
posted in Freshdesk

How to whitelist a contact

Hello - we are not able to get tickets created because Freshdesk won't whitelist a contact with email address noreply@r...comI have logged a couple of tickets with Freshdesk but I am not getting a response. Does anyone have a workaround?

1
annapoorna.venketaraman
8 years ago
I
Apprentice
ischumannApprentice
posted in Freshdesk

How to add custom fields to Customer records

Hey everybody,My question is pretty simple. All I want to do is add new / required fields to Customer records, the same way that FD allows you to add custom fields to Tickets. We run a helpdesk for customers using financial analysis software, and we need a field for their Accounting Software for each Customer or each Company.Is there a way to do this within Freshdesk or does this comprise a feature request?Thanks.

4
annapoorna.venketaraman
8 years ago
A
Apprentice
ari.shhApprentice
posted in Freshdesk

API - Ticket lists and Notes

Is it possible to retrieve the ticket list from a requester including the notes of each ticket? The way I made it was by getting the list and then doing one request for each ticket to get the notes. But that's not very efficient. Could I do something else?I'm having another problem when trying to create a note to a ticket. It is giving me http code 500. The ticket_id should be the display_id or the real ticket_id?Thanks.

1
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Community Debut
8 years ago
E
Contributor
e.chizatContributor
posted in Freshdesk

Access denied to conversations/notes.json

Hi!I am "admin" and I can access all informations with the API except one.When I try to access /helpdesk/tickets/[:ticket_id]/conversations/note.json I get {"access_denied":true} ...Off course, I replace [:ticket_id] with my id, and I'm logged in.Thanks

4
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Community Debut
8 years ago
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Contributor
comercial_12164Contributor
posted in Freshdesk

Attachment via API

Hi.I want to send an attachment file via API, but I get error "500". We search in API documentation, technical support, and nothing.This is the example code found in Github : $jsondata = array ( 'helpdesk_ticket[email]' => 'john@freshdesk.com', 'helpdesk_ticket[subject]' => 'test', 'helpdesk_ticket[description]' => 'testing description content', 'helpdesk_ticket[attachments][][resource]' => "@" . "/Users/johnpaul/Examples/tommy1.jpg" ); $header[] = "Content-type: multipart/form-data"; But when I tried this always to my own URL (i.e. $url = 'http://yourcompany.freshdesk.com/helpdesk/tickets.json') the error is 500.

2
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Community Debut
8 years ago
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Contributor
bradley.pallisterContributor
posted in Freshdesk

News Articles

It would be good to be able to implement News Articles somewhere on Freshdesk.Does anyone have any ideas where would be best to put them?Putting them in the Discussions is not great as it posts it as a question waiting to be answered, when in actual fact, there may not be a need to reply at all.  Although its not exactly a Solution.

2
J
Contributor
8 years ago
E
Apprentice
efiguerasApprentice
posted in Freshdesk

Size limit FreshDesk

Hello, How many bytes can I have in FreshDesk? I know that we attach until 15mb per ticket but which is the limit in FreshDesk (all tickets, all solutions)? Thank you very much.

2
E
Apprentice
8 years ago
S
Apprentice
shubham2892Apprentice
posted in Freshdesk

Can we disable debug log and hence remove READ.LOGS...

Our users are having problem with 'Device and app History' permission.This permission was added our permission list on integrating Mobilhelp app in our app.I understand the permission is required for reading debug logs.Can we disable the debug logs and hence remove READ.LOGS permission.ThanksShubham

1
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Community Debut
8 years ago

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