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Freshdesk

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  • 3,976 Topics
  • 10,473 Replies

3976 Topics

G
Apprentice
graham_13395Apprentice
posted in Freshdesk

Cannot key into Search box

The search function in the menu bar does not allow me to key in

2
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Community Debut
4 years ago
O
Contributor
onlinebiblesupportContributor
posted in Freshdesk

Deleting translation of KB article

Is there a way to delete a translation of a KB article? What I can currently see:I can publish a translation (language shown in green circle) I can have a draft version of a published translation (language shown in green circle with three dots under it)I can never have written a translation (language shown in grey circle)I can have written a translation but never published it (language shown in grey circle with three dots under it). What I am looking for is to go from case 2 or 4 to case 3 by deleting a translation.Any suggestions if this can be done?

2
hemanth.ramya
1 year ago
S
Apprentice
simonApprentice
posted in Freshdesk

Avoiding unanswered tickets

The scenario I'm trying to fix is as follows;A user logs a ticket and one of my Helpdesk staff picks it up. They start to deal with the issue and they add a private note to the ticket. But they don't reply to the ticket to let the user know that they've started dealing with it.Obviously the most important thing is to let the user know that we've started to assist.The suplementary issue is that the ticket remains marked as "New".What I'd like to happen is that when an Agent adds a note to a "New" ticket and then the ticket remains "New" for, perhaps, 30 minutes, then the Agent and the Helpdesk Supervisor get notified that there is a problem.Could this be done with a Dispatchr or Supervisor rule? 

2
S
Contributor
4 years ago
S
Apprentice
saidApprentice
posted in Freshdesk

Dropdown autoselect

hi guys,i create different portals, but each portal has is own assigned pod, i need that when the user go to the Archers pod for example, the portal automatically  select the Archers pod in the dropdown. i already try different javascript and jquery codes, but i don't manage to make that the drop down select the archers valuethis is the snipped of the code$(".helpdesk_ticket_custom_field_cf_team_portal_assign_group_manually_523171 > option[value='Archers']").prop('selected',true);thx

2
S
Apprentice
4 years ago
R
Apprentice
roos.kampApprentice
posted in Freshdesk

Our portal is offline due to SSL certificate issues on Freshdesks end

Hi There,For almost a week our customer knowledge database is offline due to certificate issues. We payed (auto-renewal) and on our end everything is fine. Freshdesk is very unresponsive in this matter so we are considering taking our business elsewhere. Anyone else also experiencing issues like this?

2
I
Community Debut
3 years ago
S
Apprentice
scheevelApprentice
posted in Freshdesk

API documentation typo

"Restore a ticket" tab topic has a "GET" icon next to it, but the command is a "PUT"Thanks

2
S
Community Debut
4 years ago
H
Apprentice
hi.senderApprentice
posted in Freshdesk

Language for autocomplete

Hi! I've created some KB articles in Russian language. But on client portal autocomplete and text search doesn't work:( There are no any found results.Why?Thanks!

2
aravind.sundararajan
Skilled Expert
4 years ago
L
Contributor
len.smithContributor
posted in Freshdesk

How do you creation complex or highly-formatted Articles??

Hi,I tried pasting a document I created using Word and it gave the Articles HTML editor fits.  I am not surprised because Word carries with it all manner of non-standard HTML tags.  I had the same issue with another Service Desk solution.My question to this august body is regarding your preference for authoring content that may be lengthy, complex or maybe highly formatted:Do you bite the bullet and simply author the content using the Article's HTML editor,Do you rely on a generic WYSIWYG HTML editor such as Komposer and then past the content into FreshDesk, orDo you take another approach altogether?Thanks in advance for your feedback.

2
L
Contributor
4 years ago
O
Contributor
onlinebiblesupportContributor
posted in Freshdesk

Allow translation of ticket fields

We have a KB set up with four different European languages. Works fine. When customers still want to raise a ticket they get a new screen with "Submit a ticket" in their own language, and after that everything else is in English only because FreshDesk does not seem to allow translations of field names or dropdown tables in tickets.Am I missing something, or should I just accept that FreshDesk is not multi-lingual?

2
O
Contributor
4 years ago
K
Contributor
kylaContributor
posted in Freshdesk

Workflowmax app - server error

I'm having issues with the new Workflowmax app that's recently been made to work with Freshdesk Mint. I did a test run of it - logged some time to a ticket and when I click Sync time entry to Workflowmax it opens a side window briefly then closes and says Server error try again later.

2
K
Contributor
2 years ago
D
Apprentice
deniseApprentice
posted in Freshdesk

Can't see anything at Requester Notification

Hello, I have been trying to change the notification for the requestor for days. Unfortunately, the field is empty. (I would like to change our Christmas message.) Does anyone have the same problem? Is there maybe a technical error?

2
D
Apprentice
4 years ago
R
Apprentice
ryan_18126Apprentice
posted in Freshdesk

How to include ticket details in agent new ticket notification

As per the title, I would like to read/reply to the ticket without having to log in to the web portal. Currently the agent new ticket notification offers no ticket details, only the URL to the portal.Thanks.

2
O
Contributor
4 years ago
R
Apprentice
roberto_15390Apprentice
posted in Freshdesk

Access Denied to portal

 hello,when i tried to enter today to portal i get a message saying that I have no access to portal. I'am the administrator of the account. I attach screen capture.

2
aravind.sundararajan
Skilled Expert
4 years ago
C
Apprentice
ccardimonApprentice
posted in Freshdesk

Problem with nested windows

I am having a problem with nested windows. See image below. Please advise. Email: ccardimon@m-s-g.com

2
aravind.sundararajan
Skilled Expert
4 years ago
A
Apprentice
ashleambApprentice
posted in Freshdesk

"First Response" tracked based on email only

In my support team, about 80% of the time, our first response is a phone call to the client. Currently I cannot find anyway that we can track our "first response time" accurately unless we respond via email within Freshdesk. Is there really no way to track a contact/response that happened outside of Freshdesk? This seems like a massive oversight.I'm currently investigating whether Freshdesk is the right solution for my team and this could be an absolute showstopper.

2
S
Community Debut
1 year ago
T
Apprentice
tincho_galottiApprentice
posted in Freshdesk

Connect Freshdesk to Wordpress

Hello people!Is it possible to connect my Freshdesk to my Wordpress website?I want to create automatick tickets when people comment or fill some form. Is it possible? Thanks!!

2
K
Contributor
3 years ago
S
Contributor
santiagoContributor
posted in Freshdesk

New editor has a few issues

Hi there! I just want to report a few issues we are experiencing with the new editor:Pressing Control+K to open the link popup doesn't set the focus on the input field (the shortcut doesn't make much sense in this case, because you will have to use the mouse anyway to focus the input field)Select any word and press Control+K to set a link. Enter an URL and confirm: the word will be transformed to a link, but the link will be moved to the very end of the editor! Notice this does not happen if you open the link function using the editor button (the problem happens only when using the Control+K shortcut)Write a few words and try to delete the last one using the backspace key. When you delete the first letter of the last word, it inmediately also deletes the space that was between the deleted word and the previous one. This only happens in Chrome 71 (not in Firefox).

2
G
Skilled Expert
3 years ago
V
Apprentice
virag.laszloApprentice
posted in Freshdesk

Property set failed: object in path "replyModel" could not be found or was destroyed.

I'm trying to set the CC of the editor in Freshdesk when the user clicks the reply button. I'm using with App Development Platform v2. It works the first time, but when I discard the draft, and click Reply again, the editor does not load, and the following error is displayed:Here is a small repro:function insertCC(client) { client.interface.trigger("setValue", {id: "cc", value: ["Test CC <testcc@mycompany.net>"]}); } $(document).ready( function() { app.initialized() .then(function(_client) { console.log("appInit"); var client = _client; client.events.on("ticket.replyClick", function() { insertCC(client) }); }); });Exact steps:1. Load a ticket.2. Click Reply. The CC field is populated with the value set in code.3. Discard the draft with the trash can button next to the Send button.4. Click Reply again. The editor is in half loaded state. Multiple "Property set failed: object in path "replyModel" could not be found or was destroyed." errors are visible in the develo

2
V
Apprentice
4 years ago
C
Apprentice
ccardimonApprentice
posted in Freshdesk

Global Search and Replace

Does Freshdesk offer a global search and replace, as Word does? If not, it should.

2
R
Contributor
8 months ago
N
Contributor
niklas.forsmarker_17059Contributor
posted in Freshdesk

iOS new version 5.0

Hi!We just installed the new Freshdesk app for iOS and there is a problem with the Swedish language. The app can't display å, ä and ö. See picture.RegardsNiklas

2
aravind.sundararajan
Skilled Expert
4 years ago
C
Apprentice
cyberatomsApprentice
posted in Freshdesk

Account Blocked

When attempting to log into my account the page states that the account has been temporarily blocked. Any help would be appreciated.Also, I would like the account to use the FREE account plan.

2
A
Community Debut
2 years ago
E
Apprentice
emil.hallgrenApprentice
posted in Freshdesk

Invisible text

last week one of my colleagues experienced a weird bug, no text appeared in his ticket, but if he marked it you could se the text at first we thought that it was due to a customer accidentally sending tickets with white text but after 1-3 refreshes the text was visible once more as if nothing happend. has this happend to anyone else? Freshdesk support wants to know before my bug report is taken seriouslycheers!

2
P
Community Debut
3 years ago
J
Apprentice
jmaciasApprentice
posted in Freshdesk

API Getting Data

I am trying to get our Help Desk Data out using the API. Every time I get the data, I get the most recent data. So even if I use updated_since if March 2017, the first 100 responses are the same as if I put in Sept. 2018. Can I put a range, so after my first call, I can start to gather tickets at the last date I received in the prev call. I want to pick up where my last call left.If the first page is always most recent, then I am always querying the same dataThanks

2
J
Apprentice
4 years ago
J
Apprentice
josendeApprentice
posted in Freshdesk

Loading csv for Tickets

Hello, we wanted to automate the upload of CSV to the ticket section, someone knows what is the best way to do it, we are doing some tests with Skyvia, but gives us the following error to upload the file "The remote server returned an error: (406) Not acceptable." , and for now nobody tells us what is the type of error, "someone happened to something similar?Thanks, regards

2
J
Apprentice
4 years ago
P
Apprentice
paul.morelApprentice
posted in Freshdesk

Agents are not being notified of new tickets via email

Hi,It appears customers are opening tickets but agents do not receive a notification that a new ticket was opened.  I believe we have things configured correctly with email notifications activated for new tickets.Thanks,Paul

2
C
Community Debut
3 years ago

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