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Freshdesk

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  • 4,100 Topics
  • 10,783 Replies

4100 Topics

O
Apprentice
oduizaboApprentice
posted in Freshdesk

Wrong currency selection in billing plans

While we are a company based in Europe, we are being billed in US dollars (which ends up being much more expensive than in euros). There is no elements in the interface to choose the right currency.

2
O
Apprentice
6 years ago
B
Apprentice
bigferumdronApprentice
posted in Freshdesk

What is the best way to use own images in theme customisation?

Hello!I am trying to change the appearance of my FreshThemes. I need to use my own image in footer and header. But I can't find how can I do this.I've read all documentation here https://support.freshdesk.com/support/solutions/71599 , but I can't find the answer. Of course I can include pictures from a remote server, but I think this is not the best way. So, what is the best way to use own images in theme customisation? I hope you can help. Thanks .

2
aravind.sundararajan
Skilled Expert
5 years ago
R
Apprentice
rahul.khannaApprentice
posted in Freshdesk

Requester Email issue

Hi , Does Freshdesk provide any API endpoint to fetch the email of the requester if i have the requester ids or name or ticket ids etc.  Thanks  Rahul

2
R
Contributor
6 years ago
_
Apprentice
_14957Apprentice
posted in Freshdesk

Any common (admin) API to manage contacts and agents?

Hi, In earlier APIs, Agents did not have a separate API for create & update. Is there any such common API now for an admin to manage both contacts and agents, instead of using different APIs for each? Thanks, Nag

2
G
Community Debut
6 years ago
C
Apprentice
chris.rodgersApprentice
posted in Freshdesk

Auto Add CC in for tickets from certain customer

Hello all,I've had a request in from a customer contact to be cc'd into all tickets created by that company. I've had a look through dispatcher, observer and supervisor but can't find the option I need.According to https://support.freshdesk.com/support/discussions/topics/22197 I can use dispatcher however checking in dispatcher rules I don't have the option to apply the rule only to one company/customer - has this feature been removed or deprecated?Appreciate any assistance, thanks :)

2
C
Apprentice
6 years ago
C
Contributor
carlos.ferreiraContributor
posted in Freshdesk

Data Storage doens't work and it doesn't give any errors

I have a custom app which features data storage. It runs well locally but if i deploy it on freshdesk and the app shows up but i don't have any errors on the console, and the save data feature doesn't work because after storing data and reloading the widget the data is missing. Can anyone help ?

2
aravind.sundararajan
Skilled Expert
5 years ago
K
Apprentice
keen.chanApprentice
posted in Freshdesk

Issue regarding Access-Control-Allow-Origin header to AWS

 Hi Support, I am developing an apps and using AWS Javascript SDK to make API to AWS S3 bucket. The problem is that I encountered a CORS issue which disallow my call to AWS S3 bucket. I have no problem to use the same code on my server to talk to S3. ============ ERROR =============XMLHttpRequest cannot load https://s3-ap-southeast-1.amazonaws.com/s3.demo.mydomain.com/test.json. Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource. Origin 'https://mydomain.freshdesk.com' is therefore not allowed access. Error: Network Failure  at XMLHttpRequest.<anonymous> (aws-sdk-2.9.0.min.js?_=1488368547259:6) "NetworkingError: Network Failure  at XMLHttpRequest.<anonymous> (https://s3-ap-southeast-1.amazonaws.com/awk-sdk/aws-sdk-2.9.0.min.js?_=1488368547259:6:31259)" That being said, I suspect it is something to do with domain whitelisting in manifest.xml file. After did that, it ret

2
R
Contributor
6 years ago
K
Apprentice
kenneth.dammyrApprentice
posted in Freshdesk

AJAX-request gets "require_login: true"

Hi I am making a request with Jquery in javascript. When I try to authaorize, I get this message: require_login: true Here is the code: $.ajax({ type: 'POST', url: "https://domain.freshdesk.com/helpdesk/tickets.json", beforeSend: function( xhr ) { xhr.setRequestHeader("Authorization", "Basic " + btoa("My_API_KEY:X")); }, data: { "helpdesk_ticket":{ "description":"Some details on the issue ...", "subject":"Support needed..", "email":"tom@outerspace.com", "priority":1, "status":2 }, "cc_emails":"ram@freshdesk.com,diana@freshdesk.com" } }).done(function( data ) { console.log( data ); }) There's obviously something wrong with the way I set the header, but I cannot understand how I am supposed to do it. Thanks for all help :)

2
K
Apprentice
6 years ago
J
Apprentice
julie.packardApprentice
posted in Freshdesk

Search feature not working today - March 6

Is anyone else having trouble with the search feature not working?  If I put in a ticket number, it works fine, but if I try and search by anything else (like an order number) it returns zero results.

2
aravind.sundararajan
Skilled Expert
6 years ago
A
Apprentice
al_15020Apprentice
posted in Freshdesk

API V2 and Ticket Filters

I've switched all my use of the FreshDesk API over to V2 except for the need to get tickets based on filters.  I have a bunch of apps that use tickets retrieved by the 10 digit ID. When will V2 let me retrieve tickets using such filters? Thanks.

2
A
Apprentice
6 years ago
E
Apprentice
ericgmuneneApprentice
posted in Freshdesk

Reporting using tags

Is there a way to generate reports using Tags?Case in Point: I have  Application Support as the main category, under that I have 5 applications and for each application, I need to capture the following statuses: downtime, inaccessible, slow, error message, other. To avoid repetition and so many sub-categories, I'd prefer the statuses be Tags. Now, when I generate a report those tags aren't visible.Is there a work-around?

2
anirudh.narasimhan
Contributor
6 years ago
V
Apprentice
veekungxApprentice
posted in Freshdesk

create a new ticket via API problem with "business_name" field.

I tried to post a new ticket but can't due to the validation error on "business_name" field. Did I do something wrong.  

2
V
Apprentice
6 years ago
A
Contributor
atorresContributor
posted in Freshdesk

Lackluster Support

I've been working with Freshdesk for the past 5-6 months and I've had the hardest time communicating with their support team. Working through simple issues can be painful as Freshdesk Support has a difficult time gaining agreement (of the issue) and showing control of the support process. I sometimes feel that my issues are not throughly reviewed before resources/solutions are provided and this causes confusion with the overall interaction. At the price point we are at with Freshdesk, I'd expect a better support experience.  Anyone else run into hurdles or challenges with Freshdesk Support?

2
V
Community Debut
6 years ago
E
Contributor
eiren.smithContributor
posted in Freshdesk

Make feedback widget usable on mobile.

The feedback widget (popup version — I haven't tried the embedded version and don't know how that one differs) is unusable on my iPhone 6S. Easiest thing to do is to just try to use it on such a phone. It runs of the side of my screen, pinching doesn't resize it and, simply put, using it involves constant frustration. Any plans to make this mobile-friendly?

2
E
Contributor
5 years ago
J
Contributor
john.gardnerContributor
posted in Freshdesk

Populating Data in Freshdesk from Salesforce

Hi everyone Last week we went live with phase 1 of our Freshdesk launch.  It was a fairly simple deploy for one of our internal teams and it seems to work.  However, that first deployment was self-contained, phase-2 requires us to populate the Freshdesk tickets with Account Name used in Salesforce.  Now, we can't use the Freshdesk/Salesforce app as this uses the email address you log the call in Freshdesk, as the key to look up from Salesforce and as only internal staff will use Freshdesk and hence the details pulled back will always be for our organisation and not the customer.  So I'm asking anyone for some alternatives using the API/Custom Apps? Ideally, we'd like to populate a field in Freshdesk with all of the customers from Salesforce so they could chose the Customer details we need... and then pull the rest from Salesforce...  Does anyone have starting points or advice on how to do this? Thanks and Regards John

2
J
Contributor
5 years ago
J
Apprentice
janet.kercadoApprentice
posted in Freshdesk

Create Ticket AS CUSTOMER NOT Agent

Hello, I've been trying to Create a Ticket as Customer using the API.  Can anybody help me? I've been using "support/tickets" and "support/tickets/new" in the URL but the response I get is the HTML of the Login page. Any help would be appreciated. Thanks in advance!

2
T
Community Debut
5 years ago
C
Apprentice
chrismorris1396Apprentice
posted in Freshdesk

unable to sign up

when i go to https://freshdesk.com/signup then filled all the entry but after that i got error messages like" domain not ready " so do you have any solution for it or not???

2
aravind.sundararajan
Skilled Expert
5 years ago
C
Apprentice
claude.almansiApprentice
posted in Freshdesk

Forum spam filter: false positives

I'm in charge of the Amara help forum. So far, none ot the topics marked as spam by the filter were actually spam. The spam issue is rather with tickets, because they can be created by hst sending an email to some @amara.org addresses, whereas in order to post on the forum, you have to create an ID. The last instance of a forum topic falsely tagged spam by the filter was the perfectly legitimate https://support.amara.org/support/discussions/topics/314491. Could you explain what triggered this false positive, please? Thank you in advance.

2
E
Community Debut
3 years ago
R
Apprentice
romainApprentice
posted in Freshdesk

SDK domains/whitelisted-domains regex pattern issue

Hi there, Trying to build an app to connect to a custom API, I faced a strange issue :  My domain was always rejected when validating app using "frsh validate". After investigating, I found the issue was due to '-' in my domain name. This is because the regex pattern used in manifest-validation.js is invalid : /^https\:\/\/([^\x00-\x7F]|\w)+\.([^\x00-\x7F]|\w)+(\.([^\x00-\x7F]|\w)+)?(\.([^\x00-\x7F]|\w)+)?$/ it could be replaced by  /^https\:\/\/([^\x00-\x7F]|\w|\-)+\.([^\x00-\x7F]|\w|\-)+(\.([^\x00-\x7F]|\w|\-)+)?(\.([^\x00-\x7F]|\w|\-)+)?$/

2
R
Contributor
6 years ago
L
Contributor
lisandroContributor
posted in Freshdesk

bug: priority color displaying incorrectly in mobile app v3.8.1 for Android

We're using the mobile app version 3.8.1 for Android, and we noticed a bug related to the priority color. In the ticket lists, each ticket has a thin vertical line that indicates the ticket priority. In the ticket details, that line is also present. However, no matter the ticket priority, in the ticket details the line is always green (low priority). Notice the problem is only in the ticket details view, not in the ticket list view. Could you confirm it's a bug?

2
L
Contributor
5 years ago
J
Apprentice
juan.velasquezApprentice
posted in Freshdesk

API, listing all agents, included contact, whats the Id?

When listing all agents, data returned includes, contact, but no Id. Further more, when trying to find such Agent.contact in records returned from /api/v2/contacts, many are not found. It's as if Agents.contact are missing from Contacts, yet clearly the schema of Agent.contact is identical to Contact.1. Is it possible to get the Agent.contact.id ? Or should I just use Agent.id? Are these ids disjoint or overlapping?2. Should I just create records in Contacts for each Agent as needed using Agent.id as the Contact.id ? { "available":true, "occasional":false, "signature":null, "id":1, "ticket_scope":1, "created_at":"2015-08-18T16:18:05Z", "updated_at":"2015-08-18T16:18:05Z", "available_since":null, "contact":{ "active":true, "email":"sample@freshdesk.com", "job_title":null, "language":"en", "last_login_at":"2015-08-21T14:54:46+05:30", "mobile":null,

2
L
Community Debut
4 years ago
B
Apprentice
budswarezApprentice
posted in Freshdesk

Magento - Invalid block

Problem on "Create Ticket" Invalid block "freshdesk/field_default_company" Admin and user interface.

2
B
Apprentice
6 years ago
J
Contributor
john.gardnerContributor
posted in Freshdesk

Populating a field with the list of Companies

I have a simple question and I was hoping someone could give me a yes/no answer. If we completely populate the Customers -> Companies view with a list organisations we deal with.  Is there any way we can then populate a customer facing ticket field so that when creating a ticket, they can then choose one of these organisations from the  list in a drop down? Obviously, if we could do this easily, it would be good, but I'm happy if we can do it in any way, either using the API or SDK or some other way. All help is gratefully received as it's really impairing us in going forward with using Freshdesk. Regards John

2
J
Contributor
5 years ago
M
Apprentice
marangonApprentice
posted in Freshdesk

Retrieve Company Id by name or custom field

Is it possible to retrieve a company record providing a custom field or the name?

2
M
Apprentice
6 years ago
S
Apprentice
support_15925Apprentice
posted in Freshdesk

Requestor changed, reply still goes to original email

We receive voicemails into Freshdesk, sent via a generic noreply email address.After listening to the message, we update the requester to the person who has left the message.  Expected: we should then be able to reply to message via email to the updated requester's address. In this example, the voicemail has been reset to "Vida" - note the email. Actual: we have to forward the email, because the original contact information persists. Same example ticket: reply to her reply, and we get the noreply email address that was originally associated with the ticket.

2
T
Contributor
5 years ago

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