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Freshdesk

Freshdesk

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

3,973 Topics
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3973 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.

1 year 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?

1 year 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

9 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?

10 months ago

PaulineMIQUELApprentice

asked in Freshdesk

FMLABApprentice

asked in Freshdesk

how to integrate Freshdesk (not Freshworks) with an Agile process

I am a Freshdesk user. I would like to integrate it with an agile process. or adapt freshdesk to work ‘agile like’. Can anyone speak to their experience doing anything similar to this?

11 months ago

triyosigirindaContributor

asked in Freshdesk

Time Interval on Dashboard and Report

Hi,We have a customer who asks for these features in Freshdesk Support Desk (formerly Freshdesk) and Freshdesk Contact Center (formerly Freshcaller):The capability to have a dashboard widget on time interval basis for ticket. For example at 08.00-09.00 How many ticket is Open, Overdue, Resolved and Closed and the same with 09.00-10.00 and so on. The capability to have time Interval field in the analytics report for ticket, and call module. This discussion has been raised on a Support ticket ID: 11517765 as Feature Requests with Freshdesk team and we were suggested to raise this discussion on the Community Forum that display a case might be related to other global customers/ users of Freshworks so these features can be possibly determined in the future product roadmap. Please keep us updated.Thanks.

11 months ago

alyssia.correaCommunity Manager

published in Freshdesk

#TipsTuesday : Ticketing Workflow#TipsTuesday

Hi everyone !We're hoping you're having a good start to the week. Last week we launched #TipsTuesdays - your weekly dose of Freshdesk tips and tricks! In our second edition, we're continuing with the 'Ticketing Workflow' tips which you can find below: We'd love to hear back if you were able to implement any of these tips. Please do share any cool hacks that you may use which I'm sure the community would would benefit from. We'd also love to hear if there's any specific topic you would like for our teams to address!

1680

1 year ago

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.

11 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

11 months ago

badkinsApprentice

asked in Freshdesk

Is there a way to change the default font size for the public-facing portal? 13px is too small for accessibility guidelines

13px is way too small … surely there’s a simple way to bump this up to 15px or 16px somewhere? https://accessibleweb.com/question-answer/minimum-font-size/

1 year ago

christatedaviesApprentice

asked in Freshdesk

Teams bot issues

We use the Teams bot with Freshdesk Support - and it needs some TLC:The available screen space is not used, and it really needs to be New comments include all ticket content. This is unnecessary IMO, and coupled with the issue about, it means that its basically impossible to read the tickets (see attachment)I’d love to use this more, but basically, I cannot.

1 year ago

kavindhaApprentice

asked in Freshdesk

Get email from ticket body and assign to reply-to

Hi,My company receives requests from customers by filling in a submission form but due to certain laws we have to adhere to we cannot save this info and have to send these requests to our external email and then import them into freshdesk from the external email. Since the emails are all coming to the external email from our corporate email the default reply to in each ticket is the corporate email. The actual customers email is in the email body. Customer agents have to change this each time and it has become a real hassle. Is there any method to automatically get the customers email from the body and set this as the reply-to value.flow for better understanding Customer fills form and submit > corporate email server sends info as email body > external email > fresh desk

1 year ago

Jared531Apprentice

asked in Freshdesk

Freshdesk Search Bar Issues

Hi - we’re new to Freshdesk and I wanted to bring up some issues with the Search Bar here. If I’m missing something then please let me know.If I wanted to search for all tickets that have Tag1, but also NOT Tag2, that doesn’t seem to be possible. We have nearly a million tickets and sort of rely on this syntax. It would be great if you could actually filter with conditional logic within the search bar itself instead of having to use the right-side panel. For example: #CustomField:Value1 AND tag:MyTag1,MyTag2 AND created:[2021-02-01 to 2021-03-01] I know that Help Scout and Zendesk offer this so I was surprised to see that this didn’t exist here.Does anyone have good workarounds for either of these? I tried to edit the URL directly for point 1 but nothing seemed to work.

1 year 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

11 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

11 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

11 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.

11 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

10 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.

10 months ago

RiazSkilled Expert

published in Freshdesk

Differentiate your brand with Freshdesk Messaging - Google’s Business Messages integrationNews

Hi everyone! Hope you are doing well. We have some exciting news and we could not wait to share it with you - so here we go: We recently launched the Freshdesk Messaging - Google’s Business Messages integration* (in beta), to help you serve your customers better! Your customers expect your brand to be approachable on their channels of choice. A strong online presence is therefore critical to your business - especially to differentiate your brand against your competitors. This integration can help your customers to connect with your business instantly and also enables you to deliver helpful, timely, and engaging customer experiences. Do more with the Freshdesk Messaging and Google’s Business Messages: Enhance accessibility for your business Differentiate your brand and allow your customers to reach you while searching for your business on Google (Search and Maps). Manage customers who reach out from Google’s Business Messages via Freshdesk messaging - like any other messaging

390

1 year 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.

11 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

11 months ago

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