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Freshdesk

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

  • 3,976 Topics
  • 10,475 Replies

3976 Topics

D
Apprentice
denis.ironiApprentice
posted in Freshdesk

Error while create new article

Hi,I'm using api to create and edit articles.I can create categories and folders but can not create a new Article 500 without having to return error details.This doesn't work with the last version of FreshDesk, before July work correctly.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?

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Community Debut
8 years ago
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Contributor
campbellwildContributor
posted in Freshdesk

Losing points for polite customers

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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Apprentice
8 years ago
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pennyApprentice
posted in Freshdesk

Is there a way to turn off "Support powered by Freshdesk"

Is there a way to turn off "Support powered by Freshdesk"?My portal is called "MyChapterRoom Client Support" so it looks like MyChapterRoom Client Support Support powered by Freshdesk 102, which , whicwhic, wwhich does not look professional.which wh

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Contributor
8 years ago
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Contributor
justin.chalkContributor
posted in Freshdesk

Exposing the Current Users Email Address

Hi Team,Is it possible in your portal customisation or solutions page to expose the current logged in users email address?We are wanting to link to another area of our website from the portal and send with that request the users email address to identify them. I have tried {{ticket.requester.email}} and {{ticket.from_email}} placecards in the portal customisation of the Home Page but it does not seem to work. Your help would be greatly appreciated!Regards,Jutsin

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Contributor
8 years ago
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Contributor
blakeContributor
posted in Freshdesk

When remote authentication api is enabled (SSO), edit profile shouldn't display change password.

If user goes to edit profile, there is a box to change their password which doesn't work.  It shouldn't be there.

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Contributor
8 years ago
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lesApprentice
posted in Freshdesk

How to get rid of Freshdesk from my gmail account?

Hi all,suddenly on my gmail account big widgets start to show, occupying so much screen space that threads are no longer readable. After googling for a while I found this site. It looks like big, green button with "Connect your Freshdesk" coming from there. Am I right? How to nicely say "thank you" and get my screen space back? They force me to sign in in order to be able to write here and don't want to give me any option beside "connect to my Freshdesk" which I doesn't have . Am I forced to live with all these big, green buttons?I am sorry for moaning :) Generally I am a nice guy, but I want my screen back! I need it!Any advice?Thanks in advance :)Les

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Contributor
8 years ago
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dferberContributor
posted in Freshdesk

What happened to the feature request forums?

Were they removed? I'm not seeing them any longer.

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Contributor
8 years ago
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Apprentice
cstackApprentice
posted in Freshdesk

Freshdesk woocommerce integration

Hello.,.I have woocommerce with freshdesk plugin installed...I have a freshdesk account but when a customer makes a purchase...no ticket is being made either automatically, or when I press 'create invoice'...I have freshbooks and it seems to integrate find with that but nothing is made in freshdesk...anyone help on why this be wrong would be appreciated.  Thank you.   -Casey

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Contributor
8 years ago
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Contributor
rodolphe.malagutiContributor
posted in Freshdesk

Multiple notifications on android app

Hi,I'm using Freshdesk Android App as we use Freshdesk for our tickets. I often receive a lot of notifications which are exactly the same. For the last notification it was 41 times the same message.See in attachement a screenshot from the notifications panel.Do you have any idea where the problem may come from?Best regards,Rodolpheedit: i forgot to precise that i'm using Android 4.4.2 and freshdesk version 1.1.8

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Community Debut
8 years ago
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Contributor
ian.wittsContributor
posted in Freshdesk

Dispatch'r - Setting Customer

I'm loving the software so far, but one issue for my organisation is thatDispatch'r appears to be unable to assign a ticket against a customer account based on set criteria.My example is that I have an automated task on a server that sends an email to freshdesk if a certain value in a database is too high.  I have included the customer's name within the subject for easy identification, but the only actions I appear able to do is to set the priority to High and type as Incident.I've no doubt that it will just be being stupid, but if someome is able to point me in the right direction I would be extremely grateful.

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Contributor
8 years ago
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Apprentice
uhernandezApprentice
posted in Freshdesk

The customer change his status verify through password recovery

If a customer send a email to helpdesk, the system open a ticket and record the customer en the DB. I did not verify the customer, I want only verify specific clients. All working fine up here. The problem is, if this unverified customer goes to the portal and uses the option "forgot your password?" ... the system sent the email and the customer can set a password and get access to the portal, the system change this customer to status verify. I don´t wanna this. It is a problem or is normal? How I can avoid it?Regards

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Contributor
8 years ago
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Apprentice
nikita.bedmuthaApprentice
posted in Freshdesk

how to create new agents through API calls

 I need to provision all accounts of one endpoint into freshdesk.So i need to create agents dynamically through rest api calls .please help me ...how to do it?

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Community Debut
8 years ago
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Contributor
tony_11786Contributor
posted in Freshdesk

Android App - privacy

Why does freshdesk need to see my apps list, apps running list, browsing history and bookmarks?Not sure this buys the app anything - certainly not happy to hand this over to Freshdesk.Anyone from Freshdesk care to comment?

4
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Contributor
8 years ago
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Apprentice
jbennettApprentice
posted in Freshdesk

HELP - can your back out of a Supervisor rule?

We mistakenly mass changed status of emails in the Supervisor feature.  Is there any way to revert back to what it was before.In short:Set rule to change all cases that is assigned to Pending.  Unfortunately we forgot to specify All OPEN cases - and now has changed all status to Pending.Can we revert back to last status within a certain timeframe?Can you call us - we are in the office now.

3
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Apprentice
8 years ago
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Contributor
ehymesContributor
posted in Freshdesk

Category/forums Help

I want to delete a category and a couple of forums.  How do I do this?

2
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Contributor
8 years ago
K
Contributor
keith_11877Contributor
posted in Freshdesk

Our site is throwing HTTP 500 errors

This is occurring fairly often but a reload seems to correct (suggesting it's related to load-balancing - i.e. 1 or more servers is sick)I also see errors on the app so it's not my browser.Please address ASAP.  I'm posting here in case others are seeing the same thing, but will open a support ticket. 

3
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Contributor
8 years ago
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Contributor
alessio.fattoriniContributor
posted in Freshdesk

"Something went wrong" Rating your reply

When i try to rate your reply on freshdesk support I obtain thisThe rate results correctly filled

2
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Contributor
8 years ago
S
Apprentice
support_11902Apprentice
posted in Freshdesk

Search function doesn't work (at all)

Hi,The search functions in our freshdesk don't work at all.Even I search for exact tags or ticket numbers absolutely nothing comes up.Am I missing something?

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Apprentice
8 years ago
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Contributor
alessio.fattoriniContributor
posted in Freshdesk

How do you use filed "type"?

I don't undersand how using this. Can you suggest me any case study?

4
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8 years ago
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Contributor
matt_10628Contributor
posted in Freshdesk

FreshFone Accept button not working randomly

We've been using FreshFone as a callcenter for over a month now. Randomly often when we click on "Accept" it just ends the call and does the pop up for freshDesk. This needs to be fixed asap as it essentially means a lot of unhappy customers.

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Contributor
8 years ago
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info_10949Contributor
posted in Freshdesk

chat being hacked - Injected spam links ?

in my visitors list I see a lot of spam links to pages that are clearly not on my website.how is this even possible?its as if freshdesk has been hacked and someone is injecting these links into my visitors list. I cant imagine why anyone would want to do this. but i am worried that my visitors can somehow see this crap and are perhaps being redirect to it in forums and solutions??is this a known issue?has anyone else seen this?

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Contributor
8 years ago
K
Apprentice
kim_11847Apprentice
posted in Freshdesk

Having multiple agents working on the same ticket (one after the other)

Hi there,I'd like to use Freshdesk for QA testing of websites/elements of websites. Against this background, I would want to specify the test requirements in the ticket and then I'd want 3 agents to carry out the test; one after the other, without any one of them seeing the replies (with the test results) of the other agents. After 3 agents have carried out the test and replied to the ticket with their test result, the ticket should be considered as closed.More requirements:- I do not to assign tickets to a specific agent (and after completion to the next one) because of different (and variable) hours of availability of each agent.- I do not want any agent to see the reply of other agents in order to avoid bias in the test results.- Once agent A has replied with his test results, the ticket should no longer be available for him/her but every other tester should still be able to access and test it.Is this possible with Freshdesk? I've been playing around with it for quite some time and

1
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Contributor
8 years ago
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Apprentice
ollieApprentice
posted in Freshdesk

Pending tickets on the dashboard

Very quick question but we have found that when a ticket is 'Pending' it doesn't seem to be added to the dashboard.Is there any way of getting 'Pending' tickets to be added to the dashboard?Many thanks!

3
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Contributor
8 years ago
J
Apprentice
jeff_11830Apprentice
posted in Freshdesk

Pasting images

If the user sending a support request can paste an image, but that image will not be sent, then this is a problem. It should be that the user cannot paste an image if there is no way for that image to be included with the support request.I don't know how big an issue it will be, but I want to put a disclaimer on the form "DO NOT PASTE IMAGES in the Description section" and that feels kludgy.

0
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Apprentice
8 years ago
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support_11833Apprentice
posted in Freshdesk

This webpage has a redirect loop error

Hi,I go to my helpdesk at https://shellstocktags.freshdesk.com/, and click the login link, and I get an error saying "this webpage has a redirect loop" and giving a url of https://shellstocktags.freshdesk.com/login/normal?host_url=shellstocktags.freshdesk.comIf I clip off the "?host_url=shellstocktags.freshdesk.com" I get the login page.Any way I can fix this?

1
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Contributor
8 years ago

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