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Freshdesk

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

  • 3,982 Topics
  • 10,513 Replies

3982 Topics

S
Apprentice
scott.brownApprentice
posted in Freshdesk

Deeper customization of Portal

The KB and ticket search/review and good, base features.  But in my customer team, we deliver reports monthly to customers, create product specific fixes for customers, release statistics on their software / hardware (if we are hosting it) - among other things.I would like to be able to customize the portal to deliver this content to our customers - can it be done?

1
V
Contributor
9 years ago
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Contributor
rodrigo.pereiraContributor
posted in Freshdesk

What's this "take screenshot" button on Freshdesk's website support slider?

I want that on my new ticket forms for customers! (and image copy-paste, but that's another thing)Is it something I can enable on my FD instance?

1
R
Contributor
9 years ago
R
Contributor
rodrigo.pereiraContributor
posted in Freshdesk

Better code and header 3 on editor

For those that want a better (IMO) code tag and h3/header3 tag, I suggest adding this to the custom CSS:h3 { font-weight: bold }pre { background-color: #DDD; padding: 0px 4px 0px 4px; margin-top:0;margin-bottom:0; }Especially the styling for the pre, as the default one is just unusable. This gives it a nice shade, a little space on the sides and removes huge whitespace above and below (that was driving me crazy while editing).And an H3 should still be "bold", in my opinion :)Maybe it's useful for anyone.rgds.

0
R
Contributor
9 years ago
P
Apprentice
paulguzieApprentice
posted in Freshdesk

How to activate the free or sprout plan

I do not see a account link or admin link?

2
annapoorna.venketaraman
9 years ago
V
Apprentice
vishnu.prasad_oldApprentice
posted in Freshdesk

Python SSO Problem

Here is the python SSO script by one of our customers. The user has multiple products and the SSO isn't working for one of the products, though the script seems correct. Please do help us on this. 

2
K
Community Debut
9 years ago
J
Apprentice
jsin242Apprentice
posted in Freshdesk

Freshplugs in Customer-View

Is there a way to add something like Freshplugs for the Customer View?Right now Freshplugs appear only in the Agent-View.For example, if I'd like to have a small 'Buy me a Beer' sort of Donate button - is that possible somehow currently?Thanks in advance.

11
R
Contributor
9 years ago
S
Apprentice
simonApprentice
posted in Freshdesk

Customers keep re-opening tickets

My customers are still getting used to the system - as I am - but..Some users are replying to a previous message to ask a new question. This re-opens the ticket.The trouble is that I am using time-tracking and at the end of the week I want to produce a timesheet that I then use to bill them. If the user reopens the ticket I'm not sure how I can distinguish which time has been billed and which is new (in the new week).Can I set tickets so that any reply causes a new ticket to be created if the ticket is closed? How do others handle this?Simon

2
V
Contributor
9 years ago
R
Apprentice
ronApprentice
posted in Freshdesk

Feedback Widget

Having issues getting the feedback widget working.I have a small business office 365 account that has a default website that is hosted on sharepoint.I add the widget code into a html box, when I try to add it I get the a popup belowI click ok, but nothing shows.The defer="defer" is added into the first line<script type="text/javascript" src="http://assets.freshdesk.com/widget/freshwidget.js" defer="defer"></script>I don't know html, so I am at a loss as what to do.Any help would be much appreciated. 

1
annapoorna.venketaraman
9 years ago
D
Apprentice
diederikApprentice
posted in Freshdesk

Dispatch'r emails not delivered to email groups in Google Apps

HiWe are seeing that all the emails sent out by the dispatch'r to email groups in Google is not delivered.I checked the spam folder as well and added one of my email addresses that does not have spam filtering enabled, and the email is still not delivered.This is only happening when we send the emails out via the dispatch'r, all the other emails sent out are working fine.Can you please advise if you are able to make some changes to the mail settings so that Google deliver the emails correctly.Diederik

4
annapoorna.venketaraman
9 years ago
S
Apprentice
skApprentice
posted in Freshdesk

Search function desn`t work with russian words

Search function is not working in cyrilic(russian).http://usm.freshdesk.com

1
V
Contributor
9 years ago
G
Apprentice
giles.westwoodApprentice
posted in Freshdesk

Script to import users from basecamp

https://github.com/gilesw/basecamp-to-freshdesk-contacts-csv

0
G
Apprentice
9 years ago
J
Contributor
joshwContributor
posted in Freshdesk

LogMeIn Integration appears to be broken on new ticket view

 When using the LogMeIn widget on the New Ticket View, the generated pincode window does not appear. This functionality is fine on the Classic View. So as of now my agents switch to classic view, generate the pincode, switch back to new view and then continue with the ticket.

0
J
Contributor
9 years ago
A
Apprentice
amnonApprentice
posted in Freshdesk

Nimble CRM integration broken: OAuth2 redirect_uri_mismatch

after the switch to the new OAuth for nimble, it seems like there is no token in callback for the auth request. generated urihttp://api.nimble.com/oauth/authorize?response_type=code&redirect_uri=https%3A%2F%2Flogin.freshdesk.com%2Fauth%2Fnimble%2Fcallback&client_id=0******************* Please work with Nimble to resolve this minor issue as soon as possible, as right now the integration is completely broken (even for an already authorized setup)Git issue #24 @ Nimble CRMhttps://github.com/nimblecrm/api-docs/issues/24

3
A
Apprentice
9 years ago
S
Apprentice
swaroopApprentice
posted in Freshdesk

SSL breaks for any custom image

Note: Picked the wrong category, should be in problems.Hi,I was able to reproduce when your SSL breaks. Every page that includes a custom image (profile,logo/favicon), the image is being served from a non-SSL domain:http://cdn.freshdesk.com/data/helpdesk/attachments/...From what I see, you are using S3 for your CDN. Forcing HTTPS itself on the URL won't work:https://cdn.freshdesk.com/data/helpdesk/attachments/...This is because S3 does not serve a certificate unless you are using their subdomain. I would recommend using the following URL:https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/...Please fix this so we can use SSL on our helpdesks without the warnings.Thanks,SwaroopP.S. Nice bumping into you guys at Disrupt again. Expect more bug reports as I start using Freshdesk fulltime ;)

9
V
Contributor
9 years ago
A
Contributor
alessio.fattoriniContributor
posted in Freshdesk

Freshdesk's framework

Can you tell us what is Freshdesk's framework? Can you tell us about some tecnologies, tools, OS? I read about  linux skills of your engineers.Thank you very much :-D

2
A
Contributor
9 years ago
S
Apprentice
sam_10882Apprentice
posted in Freshdesk

Freshdesk sending "new ticket assigned" to me every time I resolve a ticket

Hi Freshdesk is sending me new emails, telling me that a ticket has been assigned to me every time I finish and resolve a ticket. This is new behaviour. I don't want emails telling me a ticket has been assigned to me right as I finish and resolve the ticket. Thanks

1
V
Contributor
9 years ago
N
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naomi.russellApprentice
posted in Freshdesk

Is is possible to export custom fields when exporting ticket data?

Hi,I have created some custom fields in my tickets but when I export the ticket data I don't get any option to export this information. Is it possible to export custom fields or only the canned ones? Thanks

2
annapoorna.venketaraman
9 years ago
J
Apprentice
jasonepriseApprentice
posted in Freshdesk

Is there a way to disable all email notifications?

Freshdesk is unusable from a security standpoint unless I'm just missing something. There is no point in SSL if every reply to a ticket has the body of the message sent in clear text through email. I know you can customize emails to remove ticket comments, subject, etc but you cant seem to customize all the emails. Even with every email customized to remove this info I still get email notifications when I reply to tickets that include the full comment. Is there any way to work around this? I really love how freshdesk is laid out otherwise but this is a deal breaker.

1
V
Contributor
9 years ago
P
Apprentice
paul_10861Apprentice
posted in Freshdesk

How to better control which emails generate new tickets?

Is it possible to set things so that only emails from registered Customers generate tickets?Alternatively, it seems like the only solution for handling the non-issue-related emails that come to our Support address is to use your Spam and Block/Delete users features after a non-real ticket is generated. Is that right?Thanks for any tips or insights you can provide.

2
P
Apprentice
9 years ago
B
Contributor
blakeContributor
posted in Freshdesk

Redirect user after SSO login

There is an undocumented get parameter that you can pass in during single sign on.Append: &redirect_to=<URL>to the external authentication string consisting of the hash and email address and once logged in you will be redirected to the url specified.

1
V
Contributor
9 years ago
D
Apprentice
dfernandesApprentice
posted in Freshdesk

Joomla Login sign on

Is possible to login into Freshdesk from a Joomla website login module?Thanks

1
V
Contributor
9 years ago
D
Apprentice
dejongApprentice
posted in Freshdesk

AD integration problems

Hello all,We have configured the IIS server with the ASP script from https://support.freshdesk.com/support/solutions/articles/2018--strong-active-strong-strong-directory-strong-integrationBut we keep getting the following error "Couldn't login to Freshdesk. Please contact your administrator". I'm also not sure what to fill in under "' Retrieve authenticated user" We didn't change anything under "' Retrieve authenticated user" so far.Please help.Greets,Arvid

1
V
Contributor
9 years ago
B
Apprentice
bobharrisonApprentice
posted in Freshdesk

Agent API and user creation

Hi,I think you need to change the logic of the freshdesk API key and agent password logic. Here is why:We have one agent but we no longer have her password, and you have no password retrieval option for agents on your site. You can only reset the password, but have to know it already. Please please change this - it's crazy that you can't request a password reminder or reset! What happens if an agent resets her or his password and leaves the company!2. We need to be able to set up new customers with an account on freshdesk via your API as they come into our system. We have been unable to do this because the only way you can do it (that works) is with an agents email and password. You cannot do it as suggested with just the API key and 'X'.  So if we knew the agents email and password we could set up new users accounts using your API - but what happens when the Agent leaves, changes her password without telling the tech dept in our office or re-sets her API? I'll tell you,

1
V
Contributor
9 years ago
B
Apprentice
billysyApprentice
posted in Freshdesk

IE10 Fields is cut

When typing using IE10 on Windows 7 64-bit, the characters are cut in half. Notice the P and the Y; the full height of the character cannot be seen 

4
V
Contributor
9 years ago
N
Contributor
norbert.bedeContributor
posted in Freshdesk

html tags are visible

attached

1
annapoorna.venketaraman
9 years ago

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