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Freshdesk

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  • 3,983 Topics
  • 10,504 Replies

3983 Topics

R
Apprentice
rich.dillonApprentice
posted in Freshdesk

Cannot edit agent phone number

The phone number is grayed out under 'Edit Agent'. How do I change it?

2
aravind.sundararajan
Skilled Expert
4 years ago
U
Apprentice
uros.vogrinecApprentice
posted in Freshdesk

error Scheduled maintenance is under progress

Dear all,I'm getting this error from today. Can you check please? BrUros

2
aravind.sundararajan
Skilled Expert
4 years ago
W
Contributor
willianContributor
posted in Freshdesk

filter v1 x Search V2 MINT

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 moser@softdata.com.br: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?

2
W
Contributor
4 years ago
F
Apprentice
fsoukupApprentice
posted in Freshdesk

Error while executing App server script! - Cannot find module

Hey,I am trying to create a serverless app that communicates with our system using our API.The error I am getting after uploading and installing the custom app is:{ "requestID":"5b2a9fe3-6162-4bd9-bf63-59306164fc1d", "status":500, "message":"Error while executing App server script! - Cannot find module './developer/node_modules/http'", "errorSource":"APP" }Dependencies in my manifest file look like this:"dependencies": { "ntlm": "0.1.3", "request": "2.88.0", "http": "0.0.0" } I am using request to make the actual request and ntlm for authentication. I also tried to add http here but that does not seem to solve my issue.As for my code:I am using require as follows: const ntlm = require('ntlm'); const http = require('http'); const request = require('request');Again I tried to add http here, but I was getting the error without this line as well.I am using an http agent as this was the only way I was able to make the ntlm authentication work.let ntlmrequest = request.defaults

2
F
Apprentice
4 years ago
S
Apprentice
steve.skrzelinskiApprentice
posted in Freshdesk

Contact import not working

Attempting to upload a list of contacts in CSV and it just sits there saying Importing... %CSV only contains about 50 contacts so is not huge.

2
aravind.sundararajan
Skilled Expert
4 years ago
I
Apprentice
info_13211Apprentice
posted in Freshdesk

Emails not sent to hotmail

Hi, We are having issue with reply from Freshdesk not being sent to some email service providers including hotmail. It came back as "email bounced temp error" or "email not delivered". I was able to send emails directly from Gmail to Hotmail but was not able to send via Freshdesk. Sending replies from Freshdesk to Gmail seems to work fine. Can you please check and let me know what happened? Ming

2
aravind.sundararajan
Skilled Expert
4 years ago
G
Apprentice
guillaumebardet81Apprentice
posted in Freshdesk

Sensitive Data

Hi,I would like to know if sensitive data ( like api key) can be set as an application parameter (entered via the custom app configuration interface) .Where is this information stored ? Is there a risk that this data is accessible via another freshdesk?  

2
R
Contributor
4 years ago
S
Apprentice
scott.mcgillivrayApprentice
posted in Freshdesk

FreshPing Integration?

Hi there,I recently created a status page in FreshPing and configured the integration with my FreshDesk instance. That went well, but I can't see that I can integrate the FreshPing info in any meaningful way.  I can click the FreshWorks Switcher to get to the page, but was hoping there might be a way to surface some status info in the support portal.  It would be great to add just a high-level "All Up" widget or a top-level link to a status page so customers can see whether their problem has been seen.  So am I missing something basic here, or are these just integrated via the switcher?

2
A
4 years ago
H
Apprentice
haslamApprentice
posted in Freshdesk

DKIM Selector Clash with Send Grid

We are using SendGrid and freshdesk and it seems they both are causing conflicts in the CNAME configs, I can't add both. Please assist

2
aravind.sundararajan
Skilled Expert
4 years ago
bharath.chakravarthy
Skilled Expert
bharath.chakravarthySkilled Expert
posted in Freshdesk

Quickly jump between tickets

If you're an agent who mostly works on one single Ticket View, you're going to love this. This hidden gem called the 'Jump to Ticket' option on the Ticket Details page is a 'why didn't I see that earlier' kind of option for agents to switch between tickets without having to navigate away from the tickets page (Had I used this longer, I wouldn't have had as many Overdue tickets).It shows you all the key information from the tickets list view page, such as the Subject, priority, Due by Time, etc., without actually going there and also allowing to choose the next ticket you want to move on to. I've personally found this very handy in swooshing through tickets on a busy day. What are your thoughts? 

2
aravind.sundararajan
Skilled Expert
4 years ago
M
Apprentice
moses.domingoApprentice
posted in Freshdesk

Why are the right click functions disabled on Freshdesk?

So when I do a ticket search on Freshdesk, I always start on a fresh tab and then right click on a ticket link to work on a new ticket in a new tab. But now, Freshdesk doesn't do that any more. Instead, I find myself clicking on the ticket I want to work on, but having to lose the search I started originally on the tab. Now, I have to duplicate that result so that I have to go back to the tab I used to search just to hit the back button. An extra step that I didn't have to do before.What's going on?Thank you in advance.Sincerely,Moses

2
aravind.sundararajan
Skilled Expert
4 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Freshdesk

Customer Service week is here - Let's celebrate!

Dear Customer Champions, The first week of October is celebrated as the week for Customer Service and we're doing a lot of stuff to appreciate & share our love towards the superheroes in support. On this note, I would like to ask all of you a question: What are the common misconceptions around Support and Support agents that you have come across? List them as comments in this thread - pictures/videos are also welcome ;)P.S: You can visit this link to participate in some of the contests that we're hosting to commemorate the Customer Service week.

2
O
Contributor
4 years ago
S
Contributor
sarah.vandegoorContributor
posted in Freshdesk

Editing and deleting ticket replies

 What is the policy behind the ability to edit and delete replies by the agent?I'm currently in a trial version. I see that I can re-edit some replies but not all. I cannot even re-edit my own written reply but I can re-edit the very first reply.Then again I can delete my own replies but I cannot delete others (which is obvious) but is it obvious that I can reedit other replies?

2
S
Contributor
4 years ago
A
Apprentice
anthonymcApprentice
posted in Freshdesk

Change default priority status on incoming tickets

Currently the system is assigning all tickets with Low priority. How can I change it to Urgent?

2
A
Apprentice
4 years ago
S
Contributor
sbrophyContributor
posted in Freshdesk

'Group' field disappeared from agent ticket form

I've been experimenting with the 'Custom Ticket Fields' app, and trying to get some custom fields setup, since we have several departments that will be using Freshdesk.After I setup this app, the 'Group' default field disappeared from the Agent ticket form, and the fields from the Customer form won't update.Further to that, the app itself stopped working entirely. I suspect due to the weirdness with the forms. Even removing the app doesn't fix the default fields being missing.

2
S
Contributor
4 years ago
S
Contributor
sarah.vandegoorContributor
posted in Freshdesk

Public note vs regular reply

What's the real purpose of a "Public note"? It can be seen by the ticket requester just like a regular reply from the agent. So in which case would an agent then feel the need to add a public note?

2
S
Contributor
4 years ago
B
Apprentice
barrieApprentice
posted in Freshdesk

Dashboard Stats get from API

How is it not possible to create a API request that gives all the Dashboard stats? Have been doing a lot of messing around to calculate them from the tickets, but it already sits in the dashboard, why can't it be available in the API?Also, can the number per page, (by default 30, max 100) be extended past 100? Is there a reason its limited?

2
B
Apprentice
4 years ago
R
Apprentice
rory.buckleyApprentice
posted in Freshdesk

Importing Historical Outlook Emails To Freshdesk

Hi, I can't figure out how to do this - can you help please?I want to be able to find and link these historical emails to new enquiries where necessary and see them in a customer's timeline.So they also need to be imported as closed tickets.Thank you

2
Anastasia
Community Debut
1 year ago
T
Apprentice
tim.ruijtersApprentice
posted in Freshdesk

Chatbots for local governments

Hi all,With a few citizens in my local town Haarlem (Netherlands) we are investigating how chatbot technology can help citizens to find information easier. We also think that chatbot functionality can help to measure the satisfaction. Does anybody have more information on this subject?Regards,Tim

2
T
Apprentice
4 years ago
J
Apprentice
jbryanApprentice
posted in Freshdesk

Login Screen Customization

We have changed the name of the "Support Portal" to "Customer Engagement Portal." On the login screen, we would like to modify the message "Login to the support portal" to "Login to the Customer Engagement Portal."This message is controlled by a script that automates a variety of messages on the page  {% translate portal.login_options %} It appears that this script allows the <h2> message at the top of the page to switch when logging in, requesting a new password, etc.I am attempting locate the controls to these messages that are populated by the script above. Does anyone know where I can edit the messages?

2
J
Apprentice
4 years ago
R
Apprentice
roman.robelApprentice
posted in Freshdesk

Find my custom app

Hi there,we are using freshdesk for like two weeks.Now I'd like to integrate our ecommerce system.i started creating a custom app by fdk with the your_first_app template.did some minor changes and published it to the marketplace (as a custom app)how long will it take, until the app is available in out fd instance?or how can i install it? can't find it in the marketplace (not sure where/or what the custom marketplace is)thanks.

2
R
Community Debut
4 years ago
D
Contributor
dave.kavanaghContributor
posted in Freshdesk

Ticket can't be merged when it is connected to a Tracker

If a ticket has been linked to a Tracker, it will no longer show up in searches when an agent attempts to merge another ticket into it. Steps to repro:Create a ticket Assign that ticket to a TrackerCreate another ticket by the same customerTry to merge the new ticket into the originalExpected result:Normal mergingActual result:Search for ticket ID returns 'no records' Search for customer shows all tickets for that customer apart from the one linked to a TrackerI have a gif of this in action but it shows customer data so I've not posted it here.

2
D
Contributor
4 years ago
A
Apprentice
andreas.starrsjoApprentice
posted in Freshdesk

Problems running custom apps: TypeError: Cannot read property 'port1'

I get the following error when I try to run the default app. The text 'port1' does not exist in the app code.Node -v : 8.11.4fdk version: 4.3.9Also, when trying to create a new app with the your_first_app template, the following error is displayed:

2
O
Community Debut
4 years ago
S
Apprentice
support_17958Apprentice
posted in Freshdesk

Ticket merging under Mint does not work

 The merge feature is quite useful under classic.  Once pressed, it will search all tickets for matching email address and display them.  I have the option to merge the ones I wanted.  Tried under MInt several times, each time, only the ticket I am currently viewing is displayed.  Yet as I progress through the backlog, I encountered several emails/tickets from the same individual.  It is broken or I am doing something wrong.  Any advice is greatly appreciated.

2
aravind.sundararajan
Skilled Expert
4 years ago
S
Contributor
shawn_14058Contributor
posted in Freshdesk

Editor Bug

The editor (for tickets and forwarded tickets) has been another sore spot with us.When we forward an email into Freshdesk and it creates the ticket - the body of the ticket (the original email) gets a BUNCH of <CR> or Line returns added to it. For example, if the ticket was 3 sentences - when we forward it into Freshdesk it often becomes 9 lines (with one or two returns between each sentence) - it's sometimes funny - as you start to see peoples email signatures go from 5 lines to 15 lines in the ticket.Similar - if we copy and paste a ticket from an email into the Freshdesk web UI editor - we'll see something similar (not quite the same). Here we'll see Freshdesk randomly decide to take spaces between words. So while the line returns work fine doing it this way - the fact that a bunch of words are not misspelled (since they've been combined) becomes very annoying.Bottom line - we have no reliable way of bringing an email sent directly to a rep into Freshdesk without having to man

2
G
Skilled Expert
3 years ago

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