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Freshdesk

Freshdesk

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

3,901 Topics
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Nagesh SrivastavaApprentice

asked in Freshdesk

cti.triggerDialer Event is not occurred

I have test ticket.replyClick event, working fine but I'm not able to get cti.triggerDialer event, as we are not able to deliver client project on time.Kindly help me on priority.

10 months ago

dineshsContributor

asked in Freshdesk

How to get the Created By field in the freshdesk customer portal using liquid template / API

In the freshdesk agent portal ticket view we can see the created by value but it's not available in liquid template or API We have tried the below liquid template but its not the correct one.{{ticket.from_email}}{{ticket.requester.email}} Can anyone know how to get the ticket 'created by' value?

10 months ago

TimourApprentice

asked in Freshdesk

[HOW TO] - Parsing incoming emails SUBJET or DESCRIPTION to populate TICKET FIELDS

Hi everyone, We are an OTA (Online Travel Agency) and we use FRESHDESK, FRESHCHAT and soon what used to be called FRESHCALLER. At the time this message is being written, we have different channels through which tickets are created. The main ones are Freddy the CHATBOT or via incoming EMAILS.CHABOT : We gather a LOT of data from the clients booking (booking date, traveling date, insurance etc.) and we structurally push this information via the CREATE TICKET verb of the FRESHDESK API at the end of the CHATBOT CONVERSATION. As a result, the custom fields are filled in and we are able to calculate PRIORITIES (via the AUTOMATION RULES) based on these fields. EMAILS : Here the situation is a bit more difficult. Let me try to summarize what happens : One of our system (outside of FRESHDESK) sends an email to the client, The client answers this email, via email of course, This client answer triggers the creation of a ticket in FRESHDESK unlike the case of the CHATBOT, here we do not have

8 months ago

Jan PrichystalApprentice

asked in Freshdesk

Always open embedded chat on the website

Hello,I am writing with a little bit more technical question. Is it possible to always open embedded chat on the website? I was not able to find these options in the setting.I would like to add the chatbot on the specific FAQ page, but not as a clickable widget, but into the specific frame where the chatbot would automatically open (instead of FAQ form).Thank you for your time and help.Jan

7 months ago

anylenApprentice

asked in Freshdesk

Using the requestors mobile phone number {{ticket.requester.mobile}} as a placeholder in an automation?

I want to use the mobile phone number {{ticket.requester.mobile}} as a placeholder in an WFA webhook call, but this seems not to be available, only {{ticket.requester.phone}}. Seems to be available in Freshdesk. Anyone here with any luck using requestors mobile number in a WFA or can confirm that this is not possible?

9 months ago

PaulineMIQUELApprentice

asked in Freshdesk

Only 1 address in TO which is prepolulated

Hello, I don’t understand why the field TO is automatically filled and it’s prepopulated so that we can’t modify it. Would it be possible to change the product to have the possibilité to choice every time we want to change the field TO ? We use Freshdesk with an intern software, we create a ticket by sending an email to our customer from this software and we put our contact adress as a recipient to open automatically a ticket in freshdesk and have a record of this first email. Thank you,Pauline

10 months ago

Daniel FloApprentice

asked in Freshdesk

Automation for Trustpilot

Hi, I ask here to see what you thinkI saw that there is integration with trustpilot, but I don't want to use it, as it would open a ticket for me.Instead, I would like, to know if it is plausible, to insert an automation.At the moment I have an automation, that after a preset time, transforms the ticket from resolved to closed.As a second action, an email with the customer satisfaction.I would like to add a third option, where automatically, a ccn field is added that always uses a dedicated email, which is the unique one made available by trustpilot.so as to leave trustpilot the honor of soliciting the customer to leave a public review.to date i haven't found any solution, except to do it manually.will there ever be the possibility to have this functionality?thank you very much

10 months ago

bbellmbaApprentice

asked in Freshdesk

Tracking client houts

We have a client who wants to purchase a batch of hours with us each month. I need to get an alert when they reach their allocated number of hours. According to support Freshdesk can’t do this but it’s an extremely common practice. Can someone please help?

8 months ago

Mika JusslinApprentice

posted in Freshdesk

How could we use Freshdesk as Internal Quality Incident Management System?

Is there any best practices that Freshdesk could handle internal incidents for ISO 9001 and 27001?

10 months ago

FMLABApprentice

asked in Freshdesk

PHawkApprentice

asked in Freshdesk

Fields that customers can edit only on ticket creation

Priority fields are something we use to help automate the rest of our processes. Email alerts, escalation procedures and things of the nature. However if a customer can edit the priority field after the ticket has been created because they get impatient it can cause some serious issues down the line. An easy fix would be a check box in the ticket field editor under the customer options that simply reads as “customer can edit upon creation only” this would allow customers to set priority when the issue is created, but not edit the field after the ticket is created.

10 months ago

CheeseGrilledApprentice

asked in Freshdesk

PHP Reply to Ticket (as client)

Hello,I am building a full integration of Freshdesk into a custom CRM I have built. I have managed to integrate various APIs but I am struggling with the “Reply as Customer” part.Here is my code:$body = $_POST['description']; $requester_id = intval($_POST['requester_id']); $post = json_encode(array( 'body' => $body, 'user_id' => $requester_id )); $api_key = getenv("FRESHDESK_API"); $password = "x"; $yourdomain = getenv("FRESHDESK_DOMAIN"); $url = "https://".$yourdomain.".freshdesk.com/api/v2/tickets/".$id."/notes"; $ch = curl_init($url); $header[] = "Content-type: application/json"; curl_setopt($ch, CURLOPT_HTTPHEADER, $header); curl_setopt($ch, CURLOPT_HEADER, false); curl_setopt($ch, CURLOPT_USERPWD, "$api_key:$password"); curl_setopt($ch, CURLOPT_RETURNTRANSFER, true); curl_setopt($ch, CURLOPT_POSTFIELDS, $post); $response = curl_exec($ch); $decode = json_decode($response); print_r($response); curl_clo

9 months ago

Altus

posted in Freshdesk

Visibility of who are viewing our videos. Any Ideas please?

Overview...We create many how-to type videos to help our customers use our products. Our videos are larger than the maximum 20GB that can be uploaded into FreshDesk solutions pages. To overcome this, we host our videos elsewhere and and provide a link to the videos in the solutions pages. What we Need...We need visibility of who is viewing the videos. Ideally via their Fresh Desk Logins. Currently the only information FreshDesk provide is “viewer count” We need to identify the viewer and how often they view the the videos. I would love to hear any ideas or suggestions. Thanks

7 months ago

pantaApprentice

asked in Freshdesk

Screenshot field is not available for mobile

We’ve embedded the helpdesk widget to our portal. We’ve included the possibility to add screenshots there. This field is available on desktop but it’s absent on mobile. I’ve talked to support (pooooor support) and looks like the feature is not available for mobile. So, two questions1. Is it possible to fix this?2, If not - is it possible to have attachment field on mobile whereas on desktop we’d still prefer screenshots3, if this is not available for mobiles, please indicate it somehow on form configuration section.thanks

9 months ago

KumbiApprentice

asked in Freshdesk

Separate Preventive Maintenance ticket from Incidents Tickets

I need a way to separate Preventative Maintenance ticket from the Incidents ticket , how do you do so in Fresh desk?

7 months ago

vtrofimovApprentice

asked in Freshdesk

Upgrade Apache?

Hello!Are there plans to upgrade the Apache version on Freshdesk instances to the latest version? There are outstanding CVEs on the current version that is being reported from our instance of Freshdesk (which is version 2.4.29). Best,Vlad

9 months ago

GothamApprentice

asked in Freshdesk

Need to figure out the time taken by an agent to move a ticket from one place to another

Hey Everyone! I work for the Ticket triaging team where the agents in our team work on analyzing the incoming tickets, and moving them to the right team for resolution. I have been trying to figure out a way to calculate the time taken by the agents to move these tickets to the right team from the time they appear on to the triage pool. I have explored the Analytics and the reports section in FD, where there are the “Ticket Lifecycle” sections available aimed at doing exactly that. However, I am unable to find an accurate response here. For instance, I can get the First assign time in business hours, Calender hours and Time spent in business hours to analyze this, but none of the columns really give a good representation of what I am trying to look for. Moreover, I also have problems in changing these time values to the standard one where I will be able to perform any calculations in Excel or Google Sheets. As you can see, the format is in “xm ys” value. Is there a way in FD to dir

9 months ago

gszelesApprentice

asked in Freshdesk

Warn clients when contracted period is expiring

Dear Community, We are planning to implement a support tool like Freshdesk. We need such extension where we can register the support contract and its recurring period for invoicing. When contract is expiring we want to warn automatically our customer about the expiration.I found some extensions in Freshdesk Support Desk but not like this. Could anybody help me if there is such extension or feature in any Freshworks product? Thank you for any help in advance,Gabor.

9 months ago

lsn1Apprentice

asked in Freshdesk

Failure code 4126

Getting the below error when trying to send outbound messages. request body: {"from": {"phone_number": "+919108654995"},"provider": "whatsapp","to": [{"phone_number": "+917087156255"}],"data": {"message_template": {"storage": "none","template_name": "trips_created_but_not_updated_v2","namespace": "34066e9f_0d94_44db_8e17_f87b0306f100","language": {"policy": "deterministic","code": "en"},"rich_template_data": {"header": {"type": "image","media_url": "https://s3.ap-south-1.amazonaws.com/docs.transportclub.in/Monish%2Fimages%2F2e7f11cc2d9a40b986adf45d08f74ba5.png"},"body": {"params": [{"data": "https://app.transportbook.in/sim-tracking-vehicles"},{"data": "abcd"},{"data": "potr"}]}}}}}response: {"outbound_messages": [{"message_id": "f914149c-23d5-4c09-90b7-294dd99e150b","from": {"phone_number": "+919108654995"},"provider": "whatsapp","to": {"phone_number": "+917087156255"},"data": {"message_template": {"storage": "none","template_name": "trips_created_but_not_updated_v2","namespace": "3

8 months ago

lsn1Apprentice

asked in Freshdesk

How to add buttons in the whatsapp message template

Your documentation is not clear to add a button in the whatsapp template . Update the documentation . Feels very weird after subscribing for the paid version.

8 months ago

LuigiSghinolfiContributor

asked in Freshdesk

Problem integration Freshdesk - > Google Contact

Hi,i’m a professional Gsuite user.Now i started with the new CRM FreshSales + FreshDesk.I have a big problem for active because the system return “Questa app è bloccataQuesta app ha cercato di accedere a informazioni sensibili nel tuo Account Google. Per proteggere il tuo account, Google ha bloccato l'accesso.“ Can you help me? ThxLuigi

8 months ago

YuiApprentice

asked in Freshdesk

How could I works "search?term" at Google Analytics?

Hello,I’m trying to setting Google analytics4 for searching result within a website(I mean fresh desk) but I can’t.It does not work for a month...😰I tried belowmade custom dimension made event (search_term)how could i get the result what i expected？😭am I have to do special settings for fresh desk? I would appreciate it if you could tell me about that.

9 months ago

GhulamMurtazaNZLApprentice

asked in Freshdesk

Programmatically change Dynamics CRM Theme

Is it possible to change the theme of Dynamics CRM Programatically using js? If so how can this be achieved?What I want to achieve is that when a user clicks on a tile on the main dropdown navigation bar, I call js to change the Dynamics CRM theme for the entire system. Similarly, if the user clicks on some other tile, I change the theme again.Version (8.2), on-premises

9 months ago

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