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Hi for all....I am having problems using the search in v2 ... mainly in custom fields ... for example, I used the ticked_fields api to get the list of fields ... ok ... now the name of my field that I want to filter is os_apigts ... then the curl command would look like:curl -v -u firstname.lastname@example.org:pass -H "Content-Type: application/json" -X GET 'https://softdatabr.freshdesk.com/api/v2/search/tickets?query="os_apigts:10586"'But it does not work ... what am I doing wrong?
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.
Hi, haven't found anything yet, so I try it here now. Is there a way to execute a scenario for a ticket by the API? I also tried already a CURL Post on myname.freshdesk.com/helpdesk/tickets/ticketid/execute_scenario and a direct request on the entire URL, but both give me a 404 Any suggestions? Regards Andi
Hi,I want to create a task in my todo list when a ticket is created. I can generate new tasks by email so was wondering if I can use Dispatch'r to send an email to an address when a ticket is created. Seems they can only be sent to Agents and i'd rather not create a new Agent for my task App.Any idea?Thanks, Ant
We are trying to setup the Freshdesk for us and are running into the issue shown below. We chose the garden offering. The Freshdesk configuration is not allowing setup using an external mailserver even though all information is entered correctly. Please let me know what we should do here. Chandra
I was wondering how customers modify their profile information. Your portal solution stated that users can modify their profile information from the My Info option on the Top Right corner. I couldn't find any My Info option anywhere. Just on a wild hunch I moused over my name in the top right corner of the page and a link was indicated. Clicked on that and - ta da! Ok that's very clever and neat but probably a little too subtle for our customers. I think you may need to come up with a more obvious link to the profile editor.
Hello, we are having this problem with our SSO setup (Login was unsuccessful! - Validation Failed : Invalid Signature on SAML Response) It had been working and nothing has changed, we use Microsoft ADFS for SSO.I've downloaded the Firefox SAML-tracer but don't know what i'm looking for!Any help greatly appreciated!
We would like to be able to flag certain customers as VIPs, and automatically have their tickets get higher priority in the system. Is this possible? I thought I might be able to use the tags field on the customer record to tie this into automation, but it doesn't look like I can access that in Dispatch'r. It also looks like I can't change the tags on a customer via the API, which I would need to be able to do so I can automate this from our web site.
Hello,Without a doubt, Customer satisfaction would rank up higher than all other goals for a support team. Often, the customers need a simple nudge to remind them about the satisfaction survey or NPS, whichever helps in measuring your customers' delight.How do you structure your followup email sent after the agent resolves the customer's issue? If you think you've got the flair for best lines, why don't you share the secret sauce with the community?Just leaving here a standard template that merely nudges the customer to fill the survey."We’d appreciate your feedback you have to offer about your experience with support. Please fill the survey attached to this mail to let us know how we did."Cheers!
I have been using Freshdesk SSO with Azure this number of years. Now it seems like we have yo move over to Freshworks for SSO. This was straight forward to setup, one Azure App (Freshdesk) and then configure on Freshdesk SSO, simple.Setting up the Freshworks Azure application for SSO was relatively easy and I can see the agents in NEO admin centre.Question is how do we get the existing contacts setup for SSO using Azure, its not straight forward and documentation is non existent. Making the change and switching on Freshworks SSO in the Freshdesk portal will certainly cause a lot of issues with existing customers that can currently SSO using the Freshdesk SSO. Has anyone got this to work that already was using Freshdesk SSO previously?
Sorry, this is hard to describe, but the address that's used to receive incoming mail to Freshdesk (email@example.com) is always included in the CC line when replying to a customer. This means that every time I reply, it creates a new ticket. I've run through all the admin settings, and can't figure out where to turn this off-- how to I stop it from automatically filling that in? This ticket was created by emailing to that address, fwiw. Jim
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