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Hello all,We have configured the IIS server with the ASP script from https://support.freshdesk.com/support/solutions/articles/2018--strong-active-strong-strong-directory-strong-integrationBut we keep getting the following error "Couldn't login to Freshdesk. Please contact your administrator". I'm also not sure what to fill in under "' Retrieve authenticated user" We didn't change anything under "' Retrieve authenticated user" so far.Please help.Greets,Arvid
I read the following article re: Active Directory integration. My concern with this setup is how the web portal will behave if the user is not inside the local network when submitting a ticket (and cannot reach the IIS/vbscript). Also, what happens when the user does not have domain credentials? When I enable SSO, does FD allow non-domain users to login via other means and/or to manually type their credentials from AD? https://support.freshdesk.com/support/solutions/articles/2018-active-directory-integration
Hi,I think you need to change the logic of the freshdesk API key and agent password logic. Here is why:We have one agent but we no longer have her password, and you have no password retrieval option for agents on your site. You can only reset the password, but have to know it already. Please please change this - it's crazy that you can't request a password reminder or reset! What happens if an agent resets her or his password and leaves the company!2. We need to be able to set up new customers with an account on freshdesk via your API as they come into our system. We have been unable to do this because the only way you can do it (that works) is with an agents email and password. You cannot do it as suggested with just the API key and 'X'. So if we knew the agents email and password we could set up new users accounts using your API - but what happens when the Agent leaves, changes her password without telling the tech dept in our office or re-sets her API? I'll tell you,
Hello all,just corrected my own 'mistake':I was sending notification e-mails with ticket ID in the subject without brackets :ID #8instead of ID [#8](BTW, not essential to have a dash - in front of "ID")Apparently, the hash # is not enough to identify the ID, so the brackets [ ] must always be in the subject.If not, if the customer replies to the e-mail (i.e. not having brackets in the e-mail subject either), the system will interpret this as a new ticket, with a new ID, instead of a sibling of the existing ticket & ticket ID.
Freshdesk is unusable from a security standpoint unless I'm just missing something. There is no point in SSL if every reply to a ticket has the body of the message sent in clear text through email. I know you can customize emails to remove ticket comments, subject, etc but you cant seem to customize all the emails. Even with every email customized to remove this info I still get email notifications when I reply to tickets that include the full comment. Is there any way to work around this? I really love how freshdesk is laid out otherwise but this is a deal breaker.
Hi Freshdesk is sending me new emails, telling me that a ticket has been assigned to me every time I finish and resolve a ticket. This is new behaviour. I don't want emails telling me a ticket has been assigned to me right as I finish and resolve the ticket. Thanks
I had a few quesions regarding integrating Freshdesk with our own application.We develop, among other things ERP-packages for law firms and dental practices. We also provide phone support for these packages and are planning to upgrade our ticketing from our homegrown solution to a third-party application.Now. We would love to be able to have a client press a button in our application and have him sent directly to a view of their tickets and so, in effect, log them in ourselves from our application. Is that at all possible?regards, robin
The multiple product support is great. However we have many sections which would apply to all products, but just need the product name changed. Is there a way to bring the Portal name/Product name into the solution text so we the one solution category can be used for multiple products?
I just rolled out Freshdesk to my users. We have a dependent field that is required. What's unclear to the user is that the sub-fields that pop up are required (they don't have a red asterisk next to them, just next to the main label. And when you submit the form, other required fields are highlighted in red, along with the "This field is required" message in red. But the dependent field is not in red, so the user doesn't see that it is required.Am I missing something here? Is this a setting? Is anyone else having this problem?Thanks.-george
Is there any way to disable paging in the API?I want to pull the data into Excel using Power Query but it will only pull the first 30 tickets. I know I can you specify the page parameter but the tool doesn't support the ability to continue calling the API while increasing the page number till non results are found.
The uttermost purpose of a help desk like Freshdesk is to ease the reactive correspondence with a customer, that is awaiting for customers to send in support tickets. Sometimes I need to contact a certain customer proactively, and I feel like I'm not quite sure the best way to do so using Freshdesk. By creating a new ticket in the requestors name, an email will be sent which states that he/she created a new ticket and will likely confuse the customer (or in my case, they won't retrieve anything at all since I have turned off the new ticket email notification for customers). What I think I'm looking for is a way for me, the agent, to be the requestor, and the customer to be in some sort of agent role. Any ideas?
The KB and ticket search/review and good, base features. But in my customer team, we deliver reports monthly to customers, create product specific fixes for customers, release statistics on their software / hardware (if we are hosting it) - among other things.I would like to be able to customize the portal to deliver this content to our customers - can it be done?
I'd like a way to update the ticket status through an email command without notifying the customer of a comment that really isn't there. I've tried making the email command the only text in the body, but it still notifies the customer of a null comment. Am I missing a trick here?Thanks,Dan
Currently, there is no way for an admin to programatically subscribe customers to threads.The REST API subscribes the user account which does the api call. As a result, you'd have to have every user's username and password to do this.I'd like there to be either a query param ?user-email or ?user-id... which would subscribe that user instead of the user that made the rest call.
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