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- 4,117 Topics
- 10,820 Replies
Freshcaller and Freshchat controls in Freshdesk Mint
In the previous version of Freshdesk with Livechat and the phone system built into it you were able to set if you were available for calls or chats, this was done through the icons that were located at the top right side of the screen. Now in Mint, after integrating Freshcaller and Freshchat with Freshdesk Mint those controls have vanished and those options are not available in the icons that now show in the bottom left for those fetures. Are they located somewhere else now or does an agent have to log out of Freshchat and Freshcaller not to accept either?
Time Trigger rules for custom statuses
I’ve created a Freshdesk rule that sends a reminder to the requester after 72 working hours if the status is Pending - it also sets the status to a custom one.I’d like to create a further rule which then sets the ticket to closed if a response is not received after another 72 working hours. However, the “hours since...” conditions don’t seem to include the custom statuses I’ve made.Am I doing this right or is there a better way of achieving this?
icons missing on Freshdesk
Hi,I just want to let you know thta we're missing a lot of icons on our freshdesk. It doesn't affect the functionalities but it should be fixed anyway. I don't know if it's related to our accoutn only or if it's a general issue that's why I post it on your forum. let see if other users have the same problem.Here are few examples:
Customers randomly stop getting our Helpdesk emails
This has been happening randomly since the email change a while back, but it is now to the point where we are probably going to just cancel our service with you. What happens is, a customer's email blocks an email from Freshdesk one time, then Freshdesk puts them on some kind of 'bounce list' and no longer attempts to email the customer. This means that even after the customer's email system has white listed Freshdesk, they cannot receive any communication from us until we contact Freshdesk to have their email allowed again. The big problem (and this is beyond insane), is that your system does not alert us that it's not delivering our messages to the customer. This means that our customers simply receive none of our answers to their helpdesk ticket, and we have no idea they are not getting the replies. We nearly lost a customer due to this!! Let me make it very clear, we were considering legal action against your company if we had lost this customer. You cannot have a system that simp
API access to total counts of tickets
What about an API access to the counts of tickets in views? This would really be a great feature to display in KPI dashboards.This was an unofficial request by me half a year ago. And: the guys implemented it though I only sent some emails.And this is how they've done it:You can get the ticket count with the following api call:http://domain.freshdesk.com/helpdesk/tickets/summary.xml?view_name=allBut this count is not possible on Custom Views, but only default views.Supported views : all, open, overdue, due_today, on_hold, new, new_and_my_open, my_groups_open, my_overdueBTW, this is not a real-time count, there will be a delay of 5 Mins and this API call will have same 1000 API per hour limitWe use Basic Authentication with "username:password" combination or "apikey:X" combination, that has to be passed in the authorization header of the HTTP request to authenticate all our api calls.Refer:https://github.com/johnpaulh/mysamples#troubleshooteg: using curl:curl -u email:password -X GET ht
Length of Time User Activation Link is Active
It appears that the length of time the Activation Link is valid on a new customer welcome email is about an hour. After this time, the link cannot be used activate a new customer. Can this timing be adjusted? Most of my customers are enrolled during phone support sessions and do not get to the activation email in the same day.
Admin section - You can easily solve 3x more tickets.
Hi allWhenever I try and access my admin settings I keep getting a pop up on the screen that informs me 'You can easily solve 3x more tickets. Click on ? to find out how', however I cant get rid of this window.I click on the ? and it loads the announcements page, but whenever I go back to the admin screen I get the same window.Any suggestions?
New scrolling "feature" in notes and answers causes problems
We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.Please please disable this or give us the option to enable/disable this!
"oauth not defined" message in console
We are developing an OAuth-enabled plugin and experiencing the following problem:- oauth-config.yml is configured properly and authorization is being passed successfully - "localstore" file is created and contains a valid "access_token" - whitelisted-domains are configured in manifest.yml - app.js contains the example code from https://developers.freshdesk.com/docs/oauth/ but- when testing locally there appears an "oauth not defined" message in console - in app.js get() method for the $request leads to the 400 Bad Request
Insert link in message?
Since last week we have a strange problem inserting a link in a message. When I click the link icon and choose "Insert link", the whole screen fades out to allmost white and there is no popup anymore to insert a link... But sometimes it works without a problem. (on the same computer, same day... just a few hours later) Now we can't insert links anymore... and we use this function a lot.
Customers not receiving responses to their tickets
We have been having a re-occurring problem with our customers never receiving our responses, even though we can see on our end that we have responded. Has anyone else had this issue? It's really bad for us because then they go on our social media and complain about being ignored. Is there anything we should look into or do to make sure that customers receive a response?
Coied canned response text loses formatting
I see a really inconsistent transfer of canned response text formatting to reply emails. In all cases, the canned response has formatted text that includes ordered lists and sometimes bolded text. I usually have a second tab open where I find the canned response, then select its text and copy and paste it to the reply email. I use the windows right menu copy and paste. When the text is pasted into the reply email, the formatting is often lost. Sometimes all the bolded text becomes plain text. Sometimes the paragraphs run together, like line feeds are lost. I have manually reformatted the text in the canned response to be sure it is right and sometimes this helps but often it does not. What gives?
Keeping track of the webpage url from which the user submits ticket through feedback widget
Hello Brains of Freshdesk,Is there a way for the feedback widget know the webpage the user is submitting the ticket from? I have implemented the widget on my website, but it seems like there's no way to know from which of my website pages the user has submitted the ticket.Ideally, I would like the webpage url to be one of the "pre-populated" ticket fields. Is this possible? If not, can you provide any other suggestions? Thank you in advance!Daniel
How to use Custom Views in API
Requirement : How to make use Custom Views in the API ? Example:To view tickets in Unassigned queue, assigned to myself and colleague AndrewTickets in Open,pending status Steps to follow : Go to Tickets Tab -->> Select the filters -->> AGENTS - Me,Andrew,Unassigned; STATUS - Open,Pending. Save this view --> My View Each Custom View saved has a View ID.Address bar shows the View ID : 12200 Use this View ID in the API to view all the tickets
Android App Crashes on my Samsung S7
The freshdesk app on my phone crashes several times a day. It will always restart itself and continues to work. It would be great if the app didn't crash, but what would be even better is if it didn't have to notify me each and every time. If it's smart enough to restart after a crash it could just do that and I wouldn't have to acknowledge the crash each time.
Jira Login Failed
Hi, Im having trouble setting up the Jira Integration, Im 100% sure that username and password are correct, i've logged out of Jira and logged back in using the same credentials im trying to use here, but when i try to enable the integration i keep getting "Login Failed"Do i have to change any config on Jira?, Any ideas?Regards,Damian
Customise Priority Field
Is it possible to add another value to the priority dropdown menu? I want a way of excluding projects from our SLA. For example, if i create a ticket to create a new image in time for Easter next year and set the status to project - i would like it to have a 3 month deadline.Any help would be much appreciated.Thanks
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