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Freshdesk

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  • 3,968 Topics
  • 10,452 Replies

3968 Topics

corradoersson
Contributor
corradoerssonContributor
asked in Freshdesk

Accound blocked

Hi, I just created a new account https://newaccount1634805598614.freshdesk.com/AccountBlocked.html and it was blocked immediately when I activated account.I presume that my IP is blocked. Before activation I could not register from one of the network (from desktop), so I regsitered account through mobile network. Unfortunetly I tried activate account from desktop network and it failed.May I asked someone to unblock? Regards,Konrad   

7
hemanth.ramya
1 year ago
J
Apprentice
jgarcia13456Apprentice
asked in Freshdesk

Error creating ticket with attachments PHP

Good morning, i'm trying to create a ticket calling the api v2 (php with attachments)But it return all time error 500 without any explanation, the request id is:X-Request-Id:  647b2819-0e25-41c1-affd-e76380b93b2dRest Error: Internal Server Error - API StatusCode: 500 - API Detailed Error Message: {"code":"internal_error","message":"We're sorry, but something went wrong."}Can you give any feedback?

2
J
Apprentice
1 month ago
heerhaan
Apprentice
heerhaanApprentice
asked in Freshdesk

Customer not allowed to add a public note to a ticket through the API

Hello,I am dealing with a problem right now related to the API functionality of Freshdesk. In our application it's possible to add a note to a ticket, this sends a HttpRequest through the API functionality Freshdesk offers.The problem is that whenever a regular user of the platform tries to add a note to a ticket, the request will be denied. (403 error). They are supposedly not allowed to do this, meanwhile customers are able to do this in the customer portal of Freshdesk.The problem above only occurs when adding the UserID as a parameter. If I omit that then the note will get added succesfully, altough there won't be a source of whom added the note. The issue also doesn't show up if the acting user adding the note is also an active agent inside Freshdesk.What can I do here to let customers add notes through the API?I don't think this shouldn't be allowed since customers are able to add notes to tickets through other sources, like e-mail or from the customer portal.For what it is worth

1
heerhaan
Apprentice
7 months ago
BenSilverBento
Apprentice
BenSilverBentoApprentice
asked in Freshdesk

Adding To-Do list items with Automation

Hi all, I thought this would be really straight forward… but I want to add To-Do list items to tickets via automation.For example “If an Agent tags a ticket as Offboarding, add these To-Do list items1) Disable Accounts2) Retrieve Computer3) Send Supervisor the Offboarding checklist” Am I unable to do that? It seems like a simple and obvious thing to want to do. I saw one other thread but they didn’t get an answer...

1
Aishvarya
5 months ago
smcdonald
Apprentice
smcdonaldApprentice
asked in Freshdesk

How to achieve the Related Articles using the API?

We are moving from using the portal to using the API.  1 feature we want to retain is the ‘Related Articles’ block on the article solution detail pages.  This doesn’t seem possible ‘out of the box’ after a brief perusal of the API documentation here:https://developer.freshdesk.com/api/#solution_article_attributes How can I achieve my objective of pulling in ‘Related Articles” using the API? 

2
Jimijimi
Community Debut
5 months ago
J
Apprentice
Jesus.alanyaApprentice
asked in Freshdesk

I cant send respond Email and verify my email support company

I try verify email of support but show denied and try contact a support freshdesk. also i cant respond tickets. how can fix it?, help please

1
JoniDavid015
Community Debut
9 months ago
Maidel
Apprentice
MaidelApprentice
asked in Freshdesk

problems with the translation from spanish to english in the portal forum

 In my support portal, in the forum tab, when you change the language (from Spanish to English) some elements such as forum types: questions, announcements, are not translated. I attach a photo 

2
Maidel
Apprentice
8 months ago
alsvin
Apprentice
alsvinApprentice
asked in Freshdesk

How to create Ticket Report

Hello, all I work at QESCO, it is a power distribution company managed by our group, I want to know how I can add description to the custom report. I don’t find an option to add the ticket in the field.

1
hemanth.ramya
1 year ago
K
Apprentice
KunjalApprentice
asked in Freshdesk

Filter tickets using Type

We are using the Freshdesk as our support portal and have some queries regarding the filters available from the customer end.Our customers have requested that they should be able to filter out the tickets according to ‘Feature requests’ and ‘Support cases’ on their end.We have reviewed the configuration and were planning to add a ‘feature request’ type field in the ticket details. The type field will be displayed to the customers while creating a new ticket and they would be able to select whether the ticket is a feature request or a support case.No filter available at the customer's end to filter out these ‘feature request’ tickets separately when they view all their tickets.Could you please confirm if there is any other better way to achieve this requirement? Can you consider this a enhancement request to add type filter on support portal?

1
Aishvarya
7 months ago
R
Contributor
rbContributor
posted in Freshdesk

JIRA Integration: User does not exist

 Hi,When trying to create a new JIRA ticket from freshdesk, the following error occurs:Jira reports the below error:User 'root' does not exist. Please contact Support.An user 'root' does not exist in JIRA. Also the username (e.g. 'root') varies depending on the user the ticket is assigned to. For some users it works, for others there is this error with an inexistent username.Where do these inexistent usernames come from?

6
aravind.sundararajan
Skilled Expert
6 years ago
S
Contributor
support1Contributor
posted in Freshdesk

Scheduled call mail notification

  Hello, Is it possible to add a ticket field, that you can set time there, and when the time arrived, the agent assigned to the ticket will receive a mail notification? Fr example, if the requester asked to call them at 13:00 , the agent will set the time and will get a mail notification at 13:00 to call the requesterThank you! J  Avital.  

9
aravind.sundararajan
Skilled Expert
4 years ago
M
Apprentice
mike_10848Apprentice
posted in Freshdesk

Redirect loop when agent tries to log in without a daypass

There needs to be some sort of error message letting them know they are out of passes, or to promote them to a full time agent. 

3
annapoorna.venketaraman
7 years ago
N
Contributor
nikkiContributor
posted in Freshdesk

Adding Solutions to Tickets

How do I add a solution to a ticket if it doesn't appear as a suggested solution?  I've used all the same tags and it's just weird that it isn't showing up.

8
V
Contributor
10 years ago
P
Apprentice
paul_10861Apprentice
posted in Freshdesk

View a ticket as the customer sees it?

Is there a way for an Agent to see how a ticket looks to the customer?(This would boost confidence in Agents--and management--with respect to the use of private notes and third-party forwards.)

2
S
Contributor
9 years ago
P
Contributor
pmesritzContributor
posted in Freshdesk

Reply to Thread in Forum opens new ticket

We just had a situation where we replied to a forum notification and it created a ticket. Is this normal behavior? If so, this is certainly an issue as the customer has no way of knowing that this would occur -- there's no way to edit the template.

6
K
Contributor
5 years ago
D
Apprentice
diego_16426Apprentice
posted in Freshdesk

Two or more custom fields Contacts

Hi, I'm saving the contacts through the API... How i send two or more custom fields in request. I get validation errors "Value set is of type Array.It should be a/an key/value pair" All examples that found are: {"custom_field": {"my_field_name": "value"}} Should not the API receive an array? {    "custom_fields": [        {"my_field_1": "value_1"},         {"my_field_2": "value_2" }    ] } I'm building these fields dynamically by my application! Thanks for all!

3
aravind.sundararajan
Skilled Expert
5 years ago
J
Apprentice
jukka.raanamoApprentice
posted in Freshdesk

Using multiple code snippets sets formatting to HTML

When you create a document with multiple code snippets (non-HTML) and save, only the first one stays in the selected format and the format for the rest gets assigned to HTML.

3
aravind.sundararajan
Skilled Expert
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
C
Apprentice
carolina.balderramaApprentice
posted in Freshdesk

How to obtain resolution and first response time (in hours) through the API

Hello, is there a way to get the first reponse time, and the resolution time in hours thorugh the freshdesk API?If there is not, how could I calculate this ? I'm guessing with the created_at date and resolved_at date for example, but how can I take in count the work hours or the weekends. What would be the exact way of getting this times?.Thanks..

0
C
Apprentice
4 years ago
L
Apprentice
longjustnApprentice
posted in Freshdesk

Getting error with request in server method invocation

Hello,I'm using server method invocation to retrieve data from freshdesk groups API. It was working nice, but suddenly without any changes local frsh run server at the moment of processing request started to crash with error { Error: getaddrinfo ENOTFOUND repsai repsai:443     at errnoException (dns.js:28:10)     at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:76:26)   code: 'ENOTFOUND',   errno: 'ENOTFOUND',   syscall: 'getaddrinfo',   hostname: 'repsai',   host: 'repsai',   port: 443 }And I'm totally stuck with this. Thanks for help

2
M
Community Debut
5 years ago
M
Contributor
matt_16473Contributor
posted in Freshdesk

API Searching

I am looking up customers based on their phone numbers.  If a phone number is entered in the system as (###) ###-#### but I search for ########## it fails.  The search should work on numbers alone (i.e. strip all formatting characters).  Also, If I have a phone number of (123) 456-7890 and a mobile number of (123) 098-7654, I would like to be able to pass 1 search parameter...phone is 1234567890 OR mobile is 1234567890I was told in an email to use '+' in place of OR, but that fails..

7
S
Community Debut
3 years ago
M
Apprentice
michalscApprentice
posted in Freshdesk

Adding an agent summary section and getting it through a report

I would like the agents to fill in some info when closing the tickets, and to be able to issue a report of all of the answers to that field for a specific time frame.This is an internal field and the customer should not be seeing it.Any ideas of how to do that? 

1
S
Community Debut
1 year ago
D
Apprentice
dadamsApprentice
posted in Freshdesk

Filter Companies by Name

Hi,We have a need to find a specific company by name and unless I missed something, it does not appear as if this can be done.  I am able to filter by custom fields but surprisingly not company name.  The need for this is follows:1) We attempt to add a company via api and receive 'name already exists' (or similar) error.2) Now we want to query the api for this company by name to find the internal FD id so we can update our records and then update the company.I have tried https://mydomain.freshdesk.com/api/v2/search/companies?query="name:'abcde'"but it fails with a validation error with the field being "name" and the message being "unexpected/invalid field in request".Is it possible to query via the API to find a company by name? Thank you!

0
D
Apprentice
4 years ago
S
Apprentice
support_18483Apprentice
posted in Freshdesk

Not Receiving Tickets

I have not been receiving tickets on my system since Saturday evening.I have checked the forwarders and they are okay and my support mail is okay since I can see mails coming to support@jacetechno.com but I still cannot see any ticket on my fresh desk dashboard.Kindky advise.

6
S
Community Debut
3 years ago
L
Apprentice
lukaApprentice
posted in Freshdesk

Tracking sales leads in Freshdesk

We provide sales support to travel agents selling our holidays, and my team is enjoying the freshdesk trial, however:Is it possible to set up Freshdesk to track sales leads?This means:- Tracking conversion (from ticket type Lead to type Sale)- Sales cycle (time between first contact and sale)- The number and amount of agent interaction to achieve a saleI am looking using tags to track the history of tickets, don't know how to report on the lifetime of a ticket e.g. started as a lead, ended up as a sale and when all this happened. Many thanks. 

4
annapoorna.venketaraman
7 years ago

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