Read, learn, and solve about our Support Desk product.
- 3,659 Topics
- 9,616 Replies
Hello,We have a supervisor rule that runs 700 hours after the last agent response. It never does run. We have similar rules that run after 320 hours that do run. The first rule is just a copy of the second rule except for the number of hours.Rules----Type is "Quote"Status is "Waiting on Customer"Hours Since Agent Responded is greater then 700Then----Send Email to RequesterDoes anyone have any suggestions?Thanks,Daniel
Hello ,I"m currently using Sprout (free) package . Can I please know if an agent deletes a ticket and also delete it from the trash.1. Is there any way to prevent it ? (Not sure this feature is available in this version)2. Is there any way to track the name of the agent who has deleted it ? Thanks.
Hi, the following screenshot is from our SMTP relay/Spam filter. It states the e-mails are deliverd succesfully but they do not show up in Freshdesk. Can you please check where they are, they are also not in the spam folder. Regards, Nigel.
I'trying to connect my Freshdesk account with Zapier, but it says "We hit an error adding your new account", and I can't find what it is. The following error message appears:authentication failed: The app returned "You have exceeded the limit of requests per hour". This usually happens because there is a limit to the number of times we can send information to an app or service within a period of time. Please wait for your limit to be reset and try again. We made a request to publicidade.freshdesk.com and received (429) Too Many Requests.Can someone help me? Tnx!
I have used the freshdesk app with a demo account, but now we want to use it foe a full account. This is not possible ble as the “log out” button does nothing at all! I reinstalled the app already but after re installing the old account is automatically logged in.
Login was unsuccessful! - Validation Failed : The status code of the Response was not Success, was Requester = InvalidNameIDPolicy
Only ONE user is getting the following:Login was unsuccessful! - Validation Failed : The status code of the Response was not Success, was Requester => InvalidNameIDPolicyEveryone else can login via SSO just fine and has been able for the past year. We're using ADFS and FD is the only app using it. I tried the support chat with no success, no guidance, no meaningful path to troubleshoot, only general stuff like "it must be xxxx"Well I need to see what FD sees on SSO attempt for that user. How can I do that?Said user can authenticate via ADFS test just fine using the usual ADFS testing URL: https://xxx.xx/adfs/ls/IdpInitiatedSignon.aspx
If I have a ticket that has been assigned to someone in a group, and I want to assign it to someone who has yet to be added to a group, there appears to be no way to remove the group from the field. You can change groups, but you can't search for or enter a user that has no group. If you start out with the ticket assigned to a person without a group, then you can add the group, but once you do you are again stuck.Does anyone know of a way to remove the group and search for, and assign, agents who have not yet been assigned to a group?
I have a new Dispatcher rule that is not working. It is supposed to block tickets from non-customers. I tested it from 2 email addresses - one that was listed as a contact and one that is unknown to freshdesk. Both created tickets. The reply email never went out and the ticket from the unknown address didn't get deleted.HELP!Here are screenshots of the settings. Yes, the screenshots are cut off - for security reasons.Thanks.
I am responding to a customer ticket by expanding the "show quoted text" ellipses, and providing my responses in line. Everything looked fine in the editor until I sent the response and noticed that FreshDesk had duplicated many of my responses (see below). I had only entered this response one time.
Hi!As an Account Admin, I'm having issues retrieving hooks from Freshdesk with Zapier. Regardless of the trigger (New Ticket, Updated Ticket...), Zapier won't be getting any information about the tickets.Does anybody have a clue about why's this happening?Thanks,Pablo
Hey,So to start with, we've created some custom fields in some service request type tickets, and I'm currently having trouble getting these fields via the API.Also, for some reason some other fields show up empty:"description":"","description_text":""I would like to try getting all this data which isn't showing up in my API requests using: .freshservice.com/api/v2/tickets/' + $id + '?type=Computer+Name' and other URL's I've tried.
My resolvers work on shifts and there would be times when another resolver would work on / reply to the same ticket especially if the other resolver is off duty. I want to be able to track who manages a ticket if there are multiple people working on one ticket and see a time stamp in it. Example reporting would be:Ticket #: 12345609:00 - 09:15 - Agent ABC - Assigned the ticket11:00 - 11:10 - Agent XYZ - Replied to the Customer13:00 - 13:05 - Agent LMN - Resolved the ticket
I'm using the Sprout account to set-up and test a helpdesk system. I have an Exchange mailbox which is fowarding all emails to my Freshdesk email address, with settings to auto-create new tickets and assign to a group.The group has one agent and one email address.The agent and group are shown as the notify name in the email notification settings for both 'new ticket created' and 'ticket assigned to group'.Both notifications are toggled to 'On'.Emails are forwarded, tickets created, and the ticket assigned to the group, but the email notifications are either never sent or never reply at the agent's inbox. I can't see anything obvious to explain why.Can anyone help?
Hi all,I am currently building an integration into Freshdesk from another case management solution. I have created a custom attribute "cf_external_id" which is a string and holds the guid of the case from the other system. As part of my two-way integration every time I get a new record or updated record to push to Freshdesk, I first want to check if it already exists (obviously).When I run this endpoint (as per the examples here https://developers.freshdesk.com/api/#filter_tickets) I never get any results, and the data is definitely correct:api/v2/search/tickets?query="cf_external_id:'e99ee1ee-e270-e911-a818-000d3a479f92'"This method works for filtering contacts and companies, but doesn't seem to work on tickets.Has anyone experienced this before or know of a workaround?ThanksDan
Hi all,I wanted to get some feedback on which apps everyone feels are most important and how they feel they benefit their organization. The main apps that I used with my company are Google Analytics and First Response Due. Any feedback on what you use to help service your customers is appreciatedThanks!
Join the Community
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.