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Freshdesk

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4119 Topics

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Apprentice
charles_13770Apprentice
posted in Freshdesk

API limit of requests per hour

Is there a way to increase the limit for number of API requests per hour?  I wrote a script to keep FreshDesk and JIRA in sync, but I keep running against request limits.

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7 years ago
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byronApprentice
posted in Freshdesk

Who can I pay to set FreshDesk Up

Hello Fresh Desk people, I've just wasted 9am to 7pm trying to configure Fresh Desk. Nope. Can't do it. No idea what I'm doing. So I am hoping people in here are interested in being paid by me to set it up for me. I just need the basics done first, tgen once thats working the other fun stuff can follow. Anyway. Hello. Anyone out there interested in making some $ Enjoy your day. Byron

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7 years ago
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balasubramanynApprentice
posted in Freshdesk

Bigcommerce

Bigcommerce Integration helps you sync order information from your Bigcommerce account with your Freshdesk and to view this information right from within your support portal.  Instructions: Login to your Bigcommerce portal. Go to Setup & Tools > Legacy API Accounts. Choose the legacy account you want to sync with Freshdesk and click on the checkmark next to it.  Click on Action > Edit. Make a note of your Username, API Path and API Token. Login to your Freskdesk portal. Go to Admin > Helpdesk Productivity > Integrations > Freshplugs. Click on New Freshplug. Give a suitable Name and Description.  Copy and paste the code attached. Search for Username and enter your Bigcommerce username against this variable. Search for Password and enter your Bigcommerce API Token against this variable. Search for Domain and enter your Bigcommerce API Path against this variable. Click Create and Enable to start using your Bigcommerce freshplug. 

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7 years ago
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phogandepaulApprentice
posted in Freshdesk

Not Able to Use user_id to Override Note Posting User using JSON Content Body

Hey All,I have been running into an issue where I am using an API key to CRUD users and tickets. When I try to add a note I am able to insert it onto a ticket, but I am not able to override the 'user_id' parameter to allow me to post as another user.I am using the following code for the response://verifyFreshdeskUser returns a GET /contacts.json?query='email is <email>'&state='all'$response = json_decode(json_encode(verifyFreshdeskUser(<email>)), true); $id = $response[0]['user']['id']; $note = array(  "helpdesk_note" => array(   "user_id" => $id,   "body" => "It works!"  ) );The result is the user associated with the API key is associated with the note by default. I have also attempted to use a username/password combination instead of the API key, but get an 'Access Denied' response.I would expect this to also work as based on the response from this post:https://support.freshdesk.com/support/discussions/topics/2259Any advice or suggestions as to how to

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7 years ago
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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

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7 years ago
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alexander_quietaApprentice
posted in Freshdesk

"We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."

Suddenly my helpdesk started not to work and showing this "We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly.", what can i do to make it work again? This is an important helpdesk because this is a big company's account. So i need to fix it as soon as possible.

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Community Debut
7 years ago
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Contributor
tfriesenContributor
posted in Freshdesk

Disable Ticket Scroll to Bottom

Add a new FreshPlug with the below:  <script>if (TICKET_DETAILS_DATA != null && TICKET_DETAILS_DATA.scroll_to_last) { TICKET_DETAILS_DATA.scroll_to_last = false; }</script> Works as at FreshDesk version from 2015-12-09.

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7 years ago
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withoudeContributor
posted in Freshdesk

Jira Status Updates automatically Reopen tickets in Freshdesk

Hi Guys,not a problem, but actually a useful tip I wanted to share when you do your JIRA integration.we had an issue where Jira updates would automatically reopen tickets in FD. due to settings which automatically reopened tickets if clients responded to tickets in different statuses.As our Workflows in Jira and FD are not synchronised.eg our FD only has 3 statusses for Development work 'in Development' 'Pending Release' and 'Closed'.within Jira we have many statusses 'To Do' - 'in Progress' - 'Review' - 'Testing' - 'Done'.tickets would reopen at inappropriate times.after having a chat with the FD support (Rubesh) he found a very useful tip to add extra functionality with Jira integration though the observer rules.As Jira integration does not add a note or email entry in, you need to configure this as a Last Interaction.if you do something like attached screenshots you can actually have separate workflows in Jira and FD and automate this process.I hope this helps other people as well.

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7 years ago
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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?

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7 years ago
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marcel.katzApprentice
posted in Freshdesk

Freshdesk Support is not answering my emails or support tickets to them in the last two days

Freshdesk Support is not answering my emails or support tickets to them in the last two days (nor acknowledging newly opened ones, as they used to do before). Also their +1 (866) 832-3090 number doesn't answer nor do they allow you to leave a message. It's the first time I encounter this issue in the last couple of years.Thanks,Marcel Katz

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7 years ago
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shubham2892Apprentice
posted in Freshdesk

Caused by: com.freshdesk.mobihelp.exception.MobihelpComponentNotFoundException: Component of Mobihelp SDK not found in your app's AndroidManifest.xml + (com.freshdesk.mobihelp.activity.FeedbackActivity missing!)

Any help with this error will be appreciated.10-31 23:25:53.374: E/AndroidRuntime(15959): Caused by: com.freshdesk.mobihelp.exception.MobihelpComponentNotFoundException: Component of Mobihelp SDK not found in your app's AndroidManifest.xml + (com.freshdesk.mobihelp.activity.FeedbackActivity missing!)10-31 23:25:53.374: E/AndroidRuntime(15959): at com.freshdesk.mobihelp.e.j.i(Unknown Source)10-31 23:25:53.374: E/AndroidRuntime(15959): at com.freshdesk.mobihelp.Mobihelp.init(Unknown Source)10-31 23:25:53.374: E/AndroidRuntime(15959): at com.squad.run.activities.SplashActivity.initMobiHelp(SplashActivity.java:54)10-31 23:25:53.374: E/AndroidRuntime(15959): at com.squad.run.activities.SplashActivity.onCreate(SplashActivity.java:29)10-31 23:25:53.374: E/AndroidRuntime(15959): at android.app.Activity.performCreate(Activity.java:5248)10-31 23:25:53.374: E/AndroidRuntime(15959): at android.app.Instrumentation.callActivityOnCreate(Instrumentation.java:1110)10-31 23:25:53.374: E/AndroidRun

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7 years ago
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tjerkApprentice
posted in Freshdesk

https for javascript and css includes

Our site bliep.nl is served on https, this means all imports (js, css) should also be on https otherwise browsers are complaining.However When i change http to https in your include snippets, the side bar on our side does not load.This has to do with that fact that your https is not setup correctly:In chrome and firefix:https://assets.freshdesk.com/widget/freshwidget.jsThis is probably not the site you are looking for!You attempted to reach assets.freshdesk.com, but instead you actually reached a server identifying itself as*.s3.amazonaws.com. This may be caused by a misconfiguration on the server or by something more serious. An attacker on your network could be trying to get you to visit a fake (and potentially harmful) version of assets.freshdesk.com.

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7 years ago
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dworzaContributor
posted in Freshdesk

Create new ticket via ajax - response is positive, but no ticket was created

Hello,I'm trying to create new ticket via ajax in coffeescript. I keep gettin "Status: 200 OK. Response: "{require_login":true"}" as response, eventhough no ticket was created.My code:$scope.sendSupportMail =() -> data = '{ "helpdesk_ticket":{ "description":"Test description", "subject":"Test subject", "email":"john@doe.com", "priority":1, "status":2 } }' $.ajax url: 'https://mycompany.freshdesk.com/helpdesk/tickets.json' type: 'POST' contentType: "application/json; charset=utf-8" dataType: "json" APIkey: 'here goes the withAppKey' data: data success: (data, textStatus, jqXHR) -> alert( 'Status: ' + jqXHR.status + ' ' + jqXHR.statusText + '. ' + 'Response: ' + jqXHR.responseText ) error:(jqXHR, tranStatus, errorThrown)-> alert( 'Status: ' + jqXHR.status + ' ' + jqXHR.statusText + '. ' + 'Response: ' + jqXHR.responseText )Situation is the same, when I use username and password. Any id

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7 years ago
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jason.maggiacomoApprentice
posted in Freshdesk

Ticket type sections' fields are not appearing in new ticket form on mobile app (Android)

Android: 4.4.2Freshdesk App Version: 3.1.2I can't find if this has been already reported, so if it is close this topic.In my ticket fields I created issue type sections (for other required fields) if a specific issue type was selected. It works well via the desktop/browser, but using the Android app there is a bug.When I go to create a new ticket in the app and select this specific issue type to trigger showing the other fields, nothing is displayed. I've tested it with a "Dependent Field" and that field type works correctly on mobile. Does anyone else have this issue?

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7 years ago
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kweeksContributor
posted in Freshdesk

Freshdesk broke?

Has anyone else got this issue?....Closed tickets are still showing as open in the Ticket list view, yet showing as closed in recent activity and closed in the ticket itself.We cannot close any tickets :-(

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7 years ago
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jlavalleyContributor
posted in Freshdesk

Activation URL

How do I generate an Activation URL?  I already have a app that creates the account and emails the contact - I would like to be able to include the activation link.If that won't work, I'd at least like to be able to send the activation email.

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7 years ago
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zixiaContributor
posted in Freshdesk

Create ticket with attachment using Google Apps Script problem.

Hello, I try to use google apps script to create ticket with attachments via API.We have no google app script sample code with attachment yet.I tried the following code, but it seems always return error by /helpdesk/tickets.json api.how to do this right? (post a attachment in google app script with UrlFetchApp)function createFreshdeskTicketWithAttachments() { var API_KEY = PropertiesService.getScriptProperties().getProperty('FreshDeskApiKey') if (!API_KEY) throw new Error('FreshDeskApiKey not found in script properties.') var ENDPOINT = Utilities.formatString('https://%s.freshdesk.com', 'zixia') var headers = { 'Authorization': 'Basic ' + Utilities.base64Encode(API_KEY + ':X') , 'Content-type': 'application/json' //'Content-type': 'multipart/form-data' }; var response = UrlFetchApp.fetch("https://circleci.com/gh/AKAMobi/ucapp/tree/master.svg?style=svg") var fileBlob = response.getBlob() Logger.log("%s:%s" , response.getR

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7 years ago
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cohearnApprentice
posted in Freshdesk

iOS app now allowing call back of recent numbers

The list of numbers in the phone part of the Freshdesk iOS app does not allow clicking of phone numbers. This makes it very difficult to call clients back or to make any calls at all.

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7 years ago
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bill_13631Apprentice
posted in Freshdesk

Agent Scripting

If you’re running a call center, or doing live support via Freshdesk, you can have an Agent Script ready for your agents to follow to help problem-solve with a customer on the line. This plug-in uses scripts built with  Zingtree.Better still, the script is linked to the ticket, so if another agent takes over the support session, they can see the steps the previous agent took, and start at the same screen where the previous agent left off.This FreshPlug adds an “Agent Script” button to the right hand panel of the ticket page. Clicking this button opens a Zingtree script in a new tab, tied to the current ticket.Here’s how it looks in Freshdesk:

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7 years ago
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jj_13617Apprentice
posted in Freshdesk

AWS Integration Broken?

You used to have AWS integration, but everywhere I try to access it from google the page no longer exists. Did you disable support for AWS integration? Why? What a great feature!http://webcache.googleusercontent.com/search?q=cache:OTDR3fwyKpEJ:https://support.freshservice.com/support/solutions/articles/211309-freshservice-integration-with-amazon-web-services-aws-&hl=en&gl=us&strip=1&vwsrc=0

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7 years ago
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mgandhiContributor
posted in Freshdesk

Downloading All Tickets similar to Ticket download from UI

HiWe are trying to integrate the Freshdesk tickets data into our BI tool for analysisPreviously, we used the Tickets download option from the UI - this provided a tremendous amount of details on each ticketWhen trying to use the http://freshdesk.com/api#view_all_ticket API call, the fields list are very different.. in fact a LOT of the fields we can get in an easy, readable, understandable format with the download all are not available from the API callIs there a way to gt the data that is available from the Download All through the API? Any help is much appreciated

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7 years ago
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bas_13581Apprentice
posted in Freshdesk

Public ticket url dissapeard

I'm trying freshdesk and I don't see the Public Ticket URL placeholder when I edit the e-mail notifications. I tried also to type in manually {{ticket.public_url}}, but that does not work (it is empty when sending the notifications.

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7 years ago
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pjohnApprentice
posted in Freshdesk

Time tracking through API

Where in the API can I access time tracked against a ticket? Listing a ticket does not output any information on time tracked against it. Am I missing something?

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Community Debut
7 years ago
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jzapataApprentice
posted in Freshdesk

Migrating forums into Freshdesk

Hello,At my company we are trying to migrate an old forum we had into Freshdek. For that we are using the freshdesk REST API but we have some issues.Basically we can create posts using the API and using the ID of the agent who answered such post, but how can we get the token of the Customer who posted the message? Because right now after the migration all the posts belong to the agent who answered the initial post.Also, how can we set the date of the post? Otherwise all the posts will have the date of the migration and not the actual posting date.

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Community Debut
7 years ago
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derekvApprentice
posted in Freshdesk

admin

how do you get access to admin ?

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Community Debut
7 years ago

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