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- 10,806 Replies
Removing "Customer Responded" flag
I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?
Freshdesk Security Issue: What are they hiding?
We use Freshdesk at my company for customer support. One of their features that we use, allows us to setup a custom single sign on page for our users, so that they can sign in to the app with their exsting company credentials instead of creating new ones with Freshdesk.Earlier this week, we received an email from their security team asking us to change our implementation of single sign on for security reasons.Full first email here: http://pastebin.com/5Lx6nB6yThe email said that I have to do it before Thursday (2 days from receiving the email) which looked like a very short period. I was worried and replied to them asking what was going on and what I needed to do specifically. They told me to change the order of the SSO attributes from (name, email, secret key and timestamp) to (name, secret key, email, timestamp). The earlier method apparently allows a vulnerability and the new one would make single sign on more secure.Full reply here: http://pastebin.com/Bjgb3ffWSo I went ahead and t
How to prevent a bounce back loop?
How do we prevent a bounce back loop when automatically sending email notifications? A user emails us or submits a ticket. An automated response is sent to the users email address. Their mail server does not recognize the email address for whatever reason and bounces it back. When the bounced message comes in the system apparently thinks its a new ticket submission and an automated response is sent again. Bounces again. And so on. This actually happened to us and we ended up with 1400 bounced emails in our ticket queue.
All agents suddenly don't have permission to access my portal
Hello,Today, one of my coworkers tried to login to our portal as an agent but he got this error message: "Sorry! You don’t have permission to access this portal".And the "You may have access to these portals" button only suggests the one and only portal we are trying to use...I was logged in and all was working fine. But when I tried to logout and re-login with my own account, I got the same behaviour...Both of us are administrators, and I also tried with the owner's account: same behaviour.Now we are "locked out" of our portal and can't work.Did something change to the login form? How can we get access to our portal back?
Problem with tickets that have no subject
I've run into a new prroblem that I haven't seen before in the years I've been using Freshdesk. If a ticket comes in without a subject, it won't let me change its type or close it. For example, if I set type to "Tech Support", then click Update, I get an error "The subject field has been updated. Please choose a different value to proceed."I can go in and edit the subject, but I'd rather not have to. Emails without subjects come in surprisingly often.
Insert link bug
Hello,I have seen a bug with inserting links that is different from the other one that I saw reported here.When I am answering a ticket and I select text to insert a link, if I use the [ctrl+k] shortcut instead of selecting the option, there are 2 issues:1. The insertion point is not in the insert link box, but rather it is still in the body of the email2. The word or phrase, with the link, jump to the bottom of the page, after the signature. The word is duplicated in its original location, but without a link.Inserting links is so smooth in articles, I would love for it to be here as well!I am using Chrome
Deleted contacts won't hard delete
I have several contacts that I've tried to 'hard delete' with no luck. I have one in particular that I had a problem with so tried to delete and then hard delete because I need to reuse his email. I've been able to hard delete other contacts using the front end, but this one seems to be a troubled record. I have tried using the API, I get no error result back, but the contact remains. I tried issuing an invalid contact ID and did get a response that the key was not found (the correct response). I have tried to restore this contact and I can get it back on my normal contacts list, but if I try to view or do anything at all with it I get a message "Contact inaccessible, being deleted.". I seem to have found a state of funk from which this contact cannot be pulled from. In the meantime, I need to get him registered as an Agent and I can't get that done.
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?
I am setting up SSO, so a customer who has created an account in our Magento store is able to login with these credentials. However, when a customer goes to the support portal and clicks on login, they are forwarded to an invalid address. The address that they are forwarded to is www.zappautomation.net/https:/index/index/login/sso/ but it should go to this address. http://www.zappautomation.net/freshdesk/sso/login This address in the freshdesk sso settings in the security tab, as you can see in this screenshot. http://prntscr.com/ghowmd I have also tried it with SSL and without SSL and the address is the same. This is a problem because if i log out, i am unable to log in again.
Redirect to ticket list after any change in status
Building on the great plug created by Freshdesk which took you back to the ticket list after closing a ticket (https://support.freshdesk.com/support/discussions/topics/297069), I modified the code so you return back to the ticket list no matter what the ticket status is (not just 'Closed'). This does NOT redirect to the ticket view after Forward, Replies or Notes, but it DOES work if you are choosing any of the Reply + Resolve/Close/etc options.
SSO and chat name
Hi thereWe are testing Freshdesk (on a Sprout plan at the moment) and have implemented SSO from our website, having restricted the creation of tickets to logged in users only.All that works fine from a ticket creation point of view, however there is an issue with Freshchat.When a user - who is logged into Freshdesk via SSO (parameters include first name) - opens up a chat session with an agent; that user's name is not carried through to the conversation. The email address is, but not the first name.So the agent sees a random name like "Funny Juice" or "Rinsing Truck". I can understand these names are generated when a user is not logged in but these users are actually all logged in.What is curious - which makes me think this is actually a bug - is that if the user, who has signed in via SSO, then updates their profile in Freshdesk by simply clicking on Save (not changing any fields) - their first name then reflects for the agent in Freshchat.Any ideas on how to get the user name to ap
‘Sending email’ failed due to “ app: e is undefined
Hi could you please help me with this error message. I cannot find any reference to it elsewhere.‘Sending email’ failed due to “ app: e is undefined It appears as a pop-up and happens when I am trying to send a few Bcc emails (nearly 70) from FreshDesk. My guess is that there is a limit to the number one can bcc but I cannot find a refernce to that.The email addresses are pasted in and all seem to resolve OK. The last few are shaded red but deleting them makes no difference. Thank you.
How to avoid shortcuts completely
I am using the Mint version of FreshDesk in a Firefox browser.I am not sure what has changed recently, but the shortcuts have suddenly become annoying. I am aware I can switch these of in the user profile, but then they automatically get turned back on again.If for instance I deselect Keyboard shortcuts (so it is grayed [greyed] out and then type a / b / c the shortcuts are switched on, I get pop-up windows etc.I noticed earlier (before switching them off) that typing an n in a reply was sufficient to open a new note. Most frustrating if I am not continually looking at the screen.So how can I switch them off, so I can forget about them?
Reply Ticket via API
Hello,I managed to update the status of a ticket through the examples I've found and it works perfect.The problem is that now I want to answer the ticket via API, so that the response is recorded and in turn the ticket is updated to closed state.The data sent are: $f_url_connection = "$f_url_dominio_freshdesk/helpdesk/tickets/$p_ticket_freshdesk.json"; $f_data = array( "helpdesk_ticket" => array( "description" => $p_email_txt, "description_html" => $p_email_html, "status" => 5 ) ); $f_json_body = json_encode($f_data, JSON_FORCE_OBJECT | JSON_PRETTY_PRINT); $f_header = "Content-type: application/json"; $f_connection = curl_init ($f_url_connection); curl_setopt($f_connection, CURLOPT_RETURNTRANSFER, true); curl_setopt($f_connection, CURLOPT_HTTPHEADER, $f_header); curl_setopt($f_connection, CURLOPT_
SSO and Normal login
Hello,My intention is to still use at the same time Single Sign on and Normal login:I want that freshdesk users will still continuing using the Normal login and at the same time I need SSO for user coming from an external website.I did in this way: Click on Admin -> Security Enable SSO and select Simple SSO Copy the Shared secret Disable SSO Now I used the shared secret into the external website in order to create the HMAC-MD5 hash.Everything works as well: users can login using the normal Freshdesk Login form, and SSO from the external web site works like a charm.My question is:Is this scenario supported ? Or should I expect some side effects / issue ?Please let me know,Thanks
Unable to setup dkim
We want to setup DKIM but it tells us the assistance email is not setup for personalised domain. We already have a general assistance email with our enterprise domain. If i click on Create link, i am transfert to page https://cqsb.freshdesk.com/a/notfound What can i do to solve the problem and be able to configure DKIM for our domain?Thanks.
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