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- 4,110 Topics
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validation failed - Jira on-prem
Our Atlassian domain is not public. We followed your instructions here and have whitelisted your USA IPs already. Still getting a validation failed error. Where do I go from here? I have not done this part: "For users who are using on-premise JIRA, can make the JIRA domain public by downloading ngrok (check out their website for information on download and installation procedures)." Their instructions are not specific...is this to be installed on the Jira server or on the users' desktops/laptops?Thanks.
Prevent going back to list after send and mark as closed
Hi,When I've responded to a ticket I usually Send and Close the ticket. after that I usually want to add tags and set the ticket type etc in the panel to the right, but this seems impossible as freshdesk returns me to the list of all tickets. is there any way to turn this redirect off? I don't have that "zen mode" turned on so it can't be thatThanks,//Svante
Want to "Send activation email" automatically to unverified cc'd contacts, but do not want to "Send activation email" to all newly created contacts
We do not want all new contacts to get an activation email, so we have turned off "User activation email" in Admin > Email Notifications > Requester Notifications.Unfortunately, with this setting change, contacts that are cc'd on tickets are not longer automatically getting the activation email.Could you please add a "User activation email" option to the CC Notifications so unverified contacts who are cc'd get an activation email?
Tickets stopped being created on Monday
Hello,Email messages sent to our support email address which was configured with Fresh Desk have been automatically creating tickets up until Monday at which point it stopped working.A couple emails sent yesterday somehow worked, with a ticket getting created for them. However, the vast majority have not and we have had to manually reply to everyone sending support requests, because it seems freshdesk is not working properly and creating the tickets when an email is received.please help
Hi,Is it possible to add filters in viewing mode? The use case is that a FreshDesk supervisor wants to create one report that is available for 2 teamleaders.The teamleaders can view the overall results of both teams and should be able to filter on groupname, agent name and creation date, but shouldn't have access to modify the report.Is it possible to grant filters in viewing mode?Thx for your suport
Problems pasting in Edge - Clean/Keep ignored
Hi allThere have been past problems with Edge and I know everyone hates on Microsoft's browser but it's 2019 and we haz teh libraries - cross browser is NOT that hard.... -_-Can we please get the paste (in my case, from Office products) working in Edge?Some of my clients have locked down environments so can't install Chrome or Firefox even if they wanted to....To reproduce:* copy a table from Excel or a paragraph from Word* paste into a note on a ticket. The Keep/Clean dialog appears.* click either button - nothing happensThe lucky ones go to another browser to finish the job. The rest cry in their lattesI'm using Edge 44.18362.329.0with EdgeHTML 18.18362Thanks guys - keep up the good work :)
Customer portal ticket status translation
Hello, I have 2 languages on my freshdesk solution, english and french. I created 2 more ticket status on my English side (New and Waiting for third party) and after translated them into the "Translate ticket field".My issue is that the translation work because i can see my new status on franch agent side when i work on the app, but on the customer portal my new ticket status stay in english.On the agent side:On customer portal :I'm always in trial and will go to the blossom plan after that, so i don't think that the customization of the portal is a solution. Thanks,Cédric
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.
Create a ticket without mandatory field via API
Hi, I am trying to create a ticket via API. While creating I am getting a certain error because of the mandatory field. Is there any possible way to create a ticket without giving a mandatory field? Also, I don't need to change the settings in the ticket field. Please help me to solve this problem.
Review Agent's Personal Canned Responses
Is there a way for Admins/Supervisors to review the personal canned responses our Agents set up? We'd like to have insight and possibly approval rights to make sure that all canned responses created and used by agents meet our standards. We've found that we're able to see changes made to personal responses in the Audit Log but no actual access to the agent's folders.
How to better navigate our canned responses
Our customer support team has grown significantly in the past year, and with this bigger team, we are starting to notice some serious problems with how FD handles canned responses. Our C.R. database has become pretty big, and finding the right one has become increasingly difficult. It's not practical to try to scan through all the CR's in a given category, so we have to use the text search field, which is very problematic. Here's an example: We have a CR named "How do I use my activation code?" If I enter that exact text into the search field, I'll get a long list of CR's, and the correct one is the ninth on on the list! Most of the search results don't even contain most of the words in my search term, even if it put it in quotations marks!Right now, to train new support staff, we have no choice but to tell them that they have to simply memorize the which search terms will produce each CR, which obviously will not be sustainable as our company grows. There doesn't seem to be any
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?
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