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Freshdesk

Freshdesk

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

4,111 Topics
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jturner5114Apprentice

asked in Freshdesk

lee.masonApprentice

posted in Freshdesk

SAML error Login was unsuccessful! - Validation Failed : Invalid Signature on SAML Response×

We've setup SSO with azure following the steps online, however when trying to login we receive Login was unsuccessful! - Validation Failed : Invalid Signature on SAML Response Is anyone else experiencing this issue or able to shed some light on troubleshooting? thanks

5 years ago

arvinvApprentice

asked in Freshdesk

Getting {"code":"internal_error","message":"We're sorry, but something went wrong."} when answering the CSAT

Hello community We are testing out our CSAT survey and after answering the CSAT survey questionnaire in email we are getting redirected to a page which has “{"code":"internal_error","message":"We're sorry, but something went wrong."}”. We went to the portal and tried to configure the “Thank you” page however I don’t see that as one of the listed portal pages nor does it give an option to create a new Thank you page. Any suggestions? Thanks Arvin

2 years ago

stevemcTop Contributor

posted in Freshdesk

How to more easily create dropdown with many items (e.g. country)

I needed to create a country field in Freshdesk in the Contact and Account forms. But I found (disappointingly) the lack of a built-in field that had al the countries already. Also, while there is a REST API to create ticket fields, there is not one for Contacts or Companies field. Since there are 241 countries I did not want to type or copy/paste that many entries into 2 different forms. So I used Applescript to automate this as follows:Open Apple scripteditor and enter following command: activate application "Google Chrome" tell application "System Events" to keystroke "Brazil" & (keystroke (ASCII character 9)) Note: I used Excel to build this list. Here is my XLS. Just pasted the contents into script editor. (if for some reason this is not there in future just google a list of countries) Create a new dropdown field Click “Add item” as many times as needed (in my case 241 times) Create a couple more than you need in case you mis-count you can click thru this pretty fa

1 month ago

zoejames380Apprentice

asked in Freshdesk

how to change the font style in the email?

how to change the font style in the email?I have a question is that how to write an email in a unique and different type of fonts style I like most of the fonts style in one of the best website freefontslike

2 years ago

nance7Apprentice

asked in Freshdesk

Categories' Font Color

Is there a way to change the categories' font color so the viewer can see them better? The font color is a very light gray and is not noticeable for viewers.

11 days ago

gflazApprentice

asked in Freshdesk

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?

3 months ago

escallinContributor

posted in Freshdesk

List of placeholders for email templates

Where can I get a list of all the possible placeholders for email templates?

3 days ago

alnisApprentice

posted in Freshdesk

Any way to filter tickets to display those which have not been responded to?

I would like to be able to see a list of all tickets that haven't been responded to. Is there a way to filter the tickets to display those?Thanks!

5 years ago

elizabeth_20167Apprentice

asked in Freshdesk

Our emails to customers frequently go to Spam.

Before you say this, we do have DKIM set up. It’s becoming almost impossible for us to email our customers. Either our messages are rejected by their mail server, or if they are not rejected, they go into a spam folder. We are on the verge of switching to ZenDesk -- they cost more but they don’t have this embarrassing problem. My guess is that mail providers flag FreshDesk as spam because you aren’t doing enough to prevent people from using your software to send spam mail. If this is not fixed soon we are leaving.

2 years ago

leo.moisioApprentice

posted in Freshdesk

Customer added a private note to a ticket

HiI've just had a customer add a private note to a ticket. How and why is this possible and how do I disable it? Is this a bug or a feature?Since it was a private note, it did not reopen the ticket that was already closed, and agents did not get notified about it.Customers should be able to just add regular replies to tickets so that agents get notified and ticket gets properly reopened instead of staying closed. I thought the private notes are just for agents to add extra info between themselves about the ticket.

3 years ago

soporte.itApprentice

posted in Freshdesk

How do I reset the ticket numbers in my account? Created a bunch of test tickets while confirming email was working. Thanks

You can help me reset the ticket counter. At the beginning, you linked my email personal and all my emails created tickets. I need to reset the ticket counter to number one to start the operation. whit a new emailMy account is okila.freshdesk.com the email is soporte.it@okila.com.mxRegards

3 years ago

andy_11951Apprentice

posted in Freshdesk

Newbie - Export does not export all tickets..?

I'm new to Freshdesk, and I am trying to export all my tickets to a report. I am viewing all my tickets - have even tried selecting all tickets - but the export only shows two or three tickets.Why? Is this because it only export a certain type of tickets, and if so is there a way to export all tickets?

3 years ago

carolApprentice

asked in Freshdesk

Online forms to create a ticket

Hi Community,I’m trying to automate the creation of the tickets.I built a Microsoft Forms and I want to use Power Automate to send to my support@mycompanyname.freshdesk.com an email and after that, it should create automatically the ticket but I’m not being able to find where I can do that.Also, in general, do you know if Freshdesk has already an online form that I can share via URL and my employees can use it to create the ticket? Thank you very much

2 years ago

linh.nguyenApprentice

posted in Freshdesk

Include Canned Form in Canned response

Is there a way to to include a canned formed in canned response? This reduces the number of steps we have to do when attaching a canned form in a canned response.Right now, we would have to do 3 steps:Add canned response.Pick a spot in the canned response where it makes sense to add the link to canned form, add it.Additional step of editing the sentence of the canned form (says we don't want it to say "Please fill out the [Form name] by clicking here" but rather "Feel free to tell us more about your request through this short form here"

1 year ago

saravanaApprentice

asked in Freshdesk

AD B2C integration in FreshWorks SSO with OIDC - Login error

I am integrating AD B2C as Identity provider for the FreshWorks by configuring SSO with OIDC in the Freshworks.Configuration done in the Azure AD B2C: Registered an application in the AD B2C Tenant a. Get the redirect URL from Freshworks SSO with OIDC and added in the Redirect URI in the registered application b. Id Tokens and Access Tokens check box is selected. c. Enabled the public client. d. Generate the client secret for the application Added Microsoft as external IdP in the AD B2C tenant. Only one external IdP is enabled, local account is not enabled. Created a SignupSign User flow Tested the User flow, able to signup and sign-in using Microsoft Account (personal account). JWT token is generated with the claims sub, email, name. Configuration done in the SSO with OIDC:Get the ClientId and Client Secret of the Application registered in the AD B2C tenant and added in the SSO with OIDC configuration dialog Navigate to AD B2C signup sign-in user flow OIDC configuration url and

6 months ago

simon.christianApprentice

posted in Freshdesk

Filtering tickets on API v2

We're using API v1 to find any new tickets matching a custom view (aka filter) which works well. API v2 looks like a great evolution, but it only allows filtering according to four pre-defined filters, with the error response (NB, errors much improved since v1!): Should be a value in the list 'new_and_my_open,watching,spam,deleted'Are you planning to open this up to allow either filtering by a custom view or more dynamic filtering in the parameters passed to the API?

4 years ago

sarah.vandegoorContributor

posted in Freshdesk

Status "Waiting for customer" vs "Pending"

What is the difference between those two statuses?

4 years ago

khaled89Apprentice

asked in Freshdesk

How to change the conversation first chat message ?

We integrated fresh desk into our iOS app, when the conversations screen opens, this question appears at the beginning from the agent: Hello there! Need help? Reach out to us right here, and we’ll get back to you as soon as we can! How can I change this message ? is it from the SDK or from the admin panel ?

9 months ago

Jonathan.MartinPNAContributor

asked in Freshdesk

Help - Local occasional agent unable to login because we have been redirected too many times

Hello, I’m looking for assistance to resolve a login issue. When attempting to login with an occasional agent using a password I created(not SSO) I receive the error “This page isn’t working right now. URL redirected you too many times.” I have no problem when using a Full time agent using SSO. Please let me know what might be causing the issue. Thank you,Jonathan

1 year ago

berite100Apprentice

asked in Freshdesk

log4j affecting any of the products?

or is there an offical announcement of log4j aka log4shcell - cve-2021-44228?

1 year ago

aravind.sundararajanSkilled Expert

posted in Freshdesk

Running a business with multiple brands? Know how to support them with Freshdesk :)

If you’re a growing business with multiple products, Freshdesk makes it really easy for you to manage support for all of them under one account. When we started out, we were just Freshdesk and a few thousand customers reaching out to us everyday. Over the years, the Freshworks brand has grown beyond Freshdesk, and we currently have 7 products that businesses use (Freshservice, Freshchat, Freshsales, Freshmarketer, …). And together, our team of 130 support agents handles over 1500 questions across these products everyday. And we manage support for all of these products from just one Freshdesk account - support.freshdesk.com.We thought we’ll delve deep into how we configured this setup, and how we manage support across 7 products seamlessly in one Freshdesk account. In this topic, we’ll specifically talk about how we:set up a new product and mailboxes, with a dedicated customer portal added relevant self service contentWhile we’ve detailed how we’ve made this work for our suite of produ

1 year ago

Lex.ConexApprentice

asked in Freshdesk

Freshdesk - Ticket workflow automation (ticket number in subject or body of new incoming message)

In big need of help with an idea on how to add, as a note, a new ticket, if that thicket has an existing one’s number in it’s subject, or body.Ex: I have an ongoing issue, in discussion with a customer and his ticket number is 12345. He sends a new message in which he mentions “ticket 12345” in the subject or body of the message, but that only creates a new ticket which i need to merge with the old one… It’s tiresome and wastes a lot of time...Can this new message be added as a note to my existing ticket?Could these notes be made out to different agents? Maybe set some automation rules?I can’t find anything on this subject, so I’m really looking forward to some help on this issue.Thank you!

10 months ago

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