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Freshdesk

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  • 3,983 Topics
  • 10,503 Replies

3983 Topics

J
Apprentice
julie.roweApprentice
posted in Freshdesk

Blossom to Garden- key advantages

What are the key differences when you upgrade from Blossom to Garden?

2
J
Apprentice
3 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
C
Apprentice
christophApprentice
posted in Freshdesk

How to block a customer without marking as spam?

Hi,Is there a possibility to block an abusive customer (so that he cannot submit new tickets or reply to or re-open existing tickets) without deleting the existing tickets/threads? We would like to keep the conversation for our documentation.Or is the only way to print it and then mark it as spam? Will the spam be accessible in future and not be deleted?Thanks!

2
C
Apprentice
4 years ago
M
Apprentice
marlonApprentice
posted in Freshdesk

Replys in mails ope new tickets

Hello,Our customers when they respond via e-mail (support@xxxx.freshdesk.com), a new ticket is opened in Freshdesk.I would like the answer to stay on the same ticket.It's possible ?Marlon

2
C
Apprentice
1 year ago
L
Contributor
lochy.wraggContributor
posted in Freshdesk

Get custom ticket fields via API

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.

2
L
Contributor
3 years ago
S
Apprentice
saraiApprentice
posted in Freshdesk

Reminder Time not working

Hi, Since the update the drop down for the time in the reminder funtion is not working, making the reminder useless. We use it a lot so it's a massive issue as our work is highly time critical. Can this be fixed?

2
S
Apprentice
4 years ago
E
Apprentice
emil.hallgrenApprentice
posted in Freshdesk

I can't set time for ticket "to do's"

Since the interface update last Friday (8/2) i can no longer set the time for my to do's on freshdesk, Is anyone else having this issue?

2
aravind.sundararajan
Skilled Expert
4 years ago
R
Contributor
robertwenzelContributor
posted in Freshdesk

data API for agent contact returns 404

We have a ticket page plugin that uses the contact/data-API function, to determine whether the current ticket's contact an agent or a customer.https://developers.freshdesk.com/v2/docs/data-api/#contactAPISince last week (~2019-02-06) this method call returns a 404 instead of a contact object.Previously we used the result to get the flag result.contact.is_agentWas this changed, or is there an alternative? I didn't find any documentation about possible error codes.c.data.get("contact").then(r => console.log("Is agent? ->", r.contact.is_agent))   c.data.get("contact") .then( r => console.log("Is agent? ->", r.contact.is_agent), e => console.log(e));  Here an example of the error logs in the console in case the requester was an agent. c.data.get("contact").then(r => console.log("Is agent? ->", r.contact.is_agent), e => console.log(e)); Promise {<pending>} new-relic-10cd82f5c7…86e1796fcf7927.js:1 GET https://potix.freshdesk.com/api

2
M
Community Debut
4 years ago
G
Apprentice
gowthami.kamathApprentice
posted in Freshdesk

Negaive flows in Freshdesk

How do I configure a negative flow as in IF ELSE condition in Freshdesk?

2
G
Apprentice
3 years ago
E
Apprentice
eric.blanchetteApprentice
posted in Freshdesk

Building an FDK App with Modern Build Tools

Hello,I'm building a sidebar app with the fdk tool.  I'm getting bogus validations errors which should be warnings.I'm using webpack to build my app.  This was working in the past.  I spend days tweaking webpack.  Now I can't push any changes.Validation failed due to the following issue(s): [ERROR] app/contact_sidebar.bundle.js::131: 't' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::232: Unexpected empty function. [ERROR] app/contact_sidebar.bundle.js::390: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::392: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::426: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::428: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::476: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::478: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::512: 'a' is assigned a value but never used. [

2
D
Contributor
3 years ago
T
Apprentice
tylorApprentice
posted in Freshdesk

Email Notification

Hello,I am getting this extra email every-time a new ticket is created by a customer of mine who is emailing our generic/ticket email address..Problem is I cannot use a filter to filter this out. It shows the subject of the email and that's it. So it's not a useful email, a duplicate with less information.How do I disable this email notification?

2
T
Apprentice
4 years ago
E
Apprentice
eldon.mcguinnessApprentice
posted in Freshdesk

Unable to Setup DKIM

I realize there are a number of threads here with a similar topic, but they are marked as answered and I wanted to make sure this gets attention as it is still happening. Just as in the other threads, I am trying to setup DKIM for my email address, but am unable to do so as when I click create it takes me to the old login screen and then crashed upon login.Would love to get this fixed.

2
A
Community Debut
2 years ago
K
Apprentice
kuehApprentice
posted in Freshdesk

ticket status update problem

when i update the ticket status to "waiting for 3rd party" or "waiting on customer"  it give this problem 

2
D
Community Debut
3 years ago
D
Apprentice
delwellApprentice
posted in Freshdesk

XML Export Out of Date?

I'm trying to export all of my tickets using the Admin > Account > Export Data feature, after which I get the e-mail containing the download link. The file that gets downloaded however, is from 19 days ago. It doesn't matter how many times I run the export, with a different link being generated every time, I'm still just given the same file to download. This is causing us real problems as we're desperately trying to back up some attachments from tickets, but the Amazon AWS links to the attachments have already expired!I believe that the file we are being constantly offered is one that I generated those 19 days ago. A colleague has tried running the export and has also just been given the same out of date file. Has anybody else experienced this? Is there a solution?

2
D
Apprentice
4 years ago
S
Apprentice
stockrApprentice
posted in Freshdesk

I need to change my freshdesk URL from https://nyari.freshdesk.com to https://stockr.freshdesk.com

 I need help to change the support URL on this account, please help, thank you.

2
R
Community Debut
4 years ago
M
Apprentice
monica_18640Apprentice
posted in Freshdesk

Sending SMS Survey via Twilio When Ticket Changes to Resolved

I created an SMS survey in Twilio and I am interested in syncing my account with FreshDesk. Basically, I’m looking to send out a survey any time a ticket is changed to resolved. Is this possible?Or is there a way FreshDesk can send a text message to a customer once the ticket status changes to resolved? And I can just embed the survey link?

2
J
Community Debut
2 years ago
M
Apprentice
magdalena.hacklApprentice
posted in Freshdesk

New Ticket Created notifications disabled / contradicts with create new ticket form

Hello everybody,we have disabled the New Ticket Created notification for requesters, i.e. our customers do not automatically get a copy of their ticket via e-mail. However, after completing the "create new ticket form" and thus creating a new ticket, customers see a green banner, telling them that a copy of their created ticket has been sent to their e-mail - which of course contradicts the configuration "New Ticket Created notification" disabled.Is it possible to hide this banner with this notification.Screens are attached (but system language is German)Thanks in advance,Magdalena

2
M
Apprentice
3 years ago
M
Apprentice
mike_zihalApprentice
posted in Freshdesk

"Waiting Since" doesn't work

The "Waiting Since" column on the main ticket list page doesn't work. It's always empty. Any ETA when this will be fixed?

2
A
Community Debut
1 year ago
L
Apprentice
litecoinfinApprentice
posted in Freshdesk

Support team not replied for 2 days regarding refund request of my payment

What should I do when support team didn't reply even after 2 days regarding my refund request.? If there is a waiting period , how long should I wait to raise a new ticket about old ticket or file a case.? Regards.

2
V
Community Debut
2 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
L
Apprentice
lenetnetApprentice
posted in Freshdesk

Email notifications

Is there any problem with email notifications?Since few days my customers dont get any notifactions. Notifications to agent also don't work.

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
M
Apprentice
m.abdelkaderApprentice
posted in Freshdesk

Occasional Agents

Hi - Need an explanation for the occasional agents and days pass please - once the 3 days pass utilized by an agent - will it reset and become available or what exactly happens -Thanks,MA

2
J
Community Debut
3 years ago
D
Apprentice
dheupApprentice
posted in Freshdesk

Sprout Categories

I have the Sprout plan and have set up different categories of solutions. Unfortunately, the only solution that shows up is "How To." Is this a limitation of the Sprout plan or am I missing something?Thanks,

2
D
Apprentice
3 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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