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- 4,110 Topics
- 10,803 Replies
Emails not being sent
We are having an issue where the automated emails notifying people that a new ticket has been created or they have been assigned to it are not being sent.Physically triggering a response email sends without issue, but the automation does not seem to reliably send out messages. This has been going on for a few days. What information do you need from me to help resolve this issue?
Insert Image on signature has no OK button
You can specify a URL, but the only option you have is to Cancel. We found a workaround was to open the image in a separate browser window, and drag/drop the image into the signature.Also, you really MUST improve your images support, it's virtually impossible to send replies to customers with screenshots explaining how to do things.
PDF embedding still not possible in solutions
Hi,In my October bug-report:https://support.freshdesk.com/categories/2/forums/8/topics/7857I was told that it would be a "few weeks" before PDF embedding would be available.It is now nearly 2013 - is there a definite ETA on this bug being fixed?regardsjamie
"We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."
Error is showing up when trying to open our freshdesk site, http://pculture.freshdesk.com/helpdesk/tickets, but also once in, when trying to mark tickets as spam or when trying to batch edit them.
Attachments with "(" or ")" characters end up with truncated filename if sent via email
Hi guys,We're finding that a file name such as Dv ZZZ 2010 Logs (01-12-2012_11_45_25) for XXXXX-XX.zipis truncated down toDv ZZZ 2010 Lo.zipIf the file is attached via email.After trying out various attachments, the pattern seems to be the "(" or ")" characters cause filenames to be reduced to 10 characters and then a 3 character extension.The file works fine when manually attached.Do note the email was sent straight to email@example.com and wasn't forwarded by any 3rd party email service.Thanks for any assistance.James
Login redirect for private solutions
I'm not sure if this is a bug or a feature request, but users are always sent to the helpdesk homepage whenever I send them links that are only accessible by a certain company. Here's an example:I send this to a user - http://example.freshdesk.com/solution/categories/111/folders/111/articles/111-article-title (privacy settings: visible to company ABC).User is sent to login page.User clicks on Google login button.User logs in with an ABC email address through Google.After logging in the user is directed to http://example.freshdesk.com instead of http://example.freshdesk.com/solution/categories/111/folders/111/articles/111-article-title.Is that how it's supposed to work?
Search Function needs to be fixed to support a lot of very logical searches
Above the search box in the support site, our customers are told to "Start typing a question and see answers in real time". This does not work very well. Examples...I type "How do I add" and I get no results (see Help Desk.pdf attached)I type "add a photo" and I get no results (see Help Desk _ 2.pdf)I type "add a" and I get no results (see Help Desk _ 3.pdf)I type "add photo" and I get lots of results, including a result at the top that contains the string "add a photo"; this is the same string that returned no results in the first example above (see Help Desk _ 2.pdf)This is clearly not working the way it should right now. In addition, if full questions are not supported, then definitely change the label at the top of the home page that says "Start typing a question and see answers in real time"
Solution mess up HTML
If you use the HTML Editor for solutions after submitting the line breaks/newlines are completely stripped which makes it impossible to reedit the code.I understand that you clean the html code but removing the newlines is such a bad idea.I bet this is related to the other HTML Editor changes you are working on.
Notes while adding a ticket via API?
Is it possible to add a note while creating a new ticket via the API? I tired adding a <notes></notes> block (see below) to my existing POST that creates a new ticket, but it doesn't seem to work.<notes> <helpdesk-note> <body_html> <body><html><a href="http://linkto.example.com">Link to example.com</a></html></body> </body_html> </helpdesk-note></notes>
How to backup Freshdesk data
A free, open source program http://www.httrack.com/page/2/en/index.html will allow you to create an offline version of your Freshdesk site. This can be handy for reference if data on the live site is deleted unintentionally, and can be very useful when an Internet connection is not available. For most sites it should take less than an hour to complete the copy. The data can then be copied to a CD or DVD for a portable version of FreshdeskThe program is very easy to use. Although it has many configurable parameters, all you really need supply is your url plus login and password.
Browser Shortcut for Cases
Please see below an easy way to navigate to cases if you use Chrome (similar options exist for FireFox and IE).http://www.wolf-howl.com/google/how-to-add-search-shortcuts-to-google-chrome/I have now set up a shortcut that if I type 'fd 1200' in my browser and hit enter it goes straight to ticket 1200 (example https://support.freshdesk.com/support/tickets/%s). This is very convenient as new cases take about 2 hours to get indexed so the standard search is not sufficient in many cases.best regards,Erik Withoud
Forward to kbase not working
When I "Forward" a ticket to the Solutions folder, it does not work. However, if I "Reply" and add the the kbase address as a CC, then it does show up in the drafts folder. Why does "forward" not work? Here is what does not work:1) In a ticket, click on "Forward"2) Enter firstname.lastname@example.org in the "To" field3) Click on the "Forward" button below the message. Here is what does work:1) In a ticket, click on "Reply"2) Click on "Add Cc"3) Enter email@example.com in the "Cc" field4) Click "Send" button below the message I need the forwarding to work also.
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