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Hello, I am creating a website and planning to integrate freshdesk on the website.We are having a support module in the website. There will be button on the page like (View all tickets) which would redirect the user to the freshdesk support website(https://example.freshdesk.com/a/dashboard/) without asking him to login , How can I achieve this.
Hello,I have adapted most of the email notifications to custom subjects and texts, but it seems not all of them are correctly used and instead still the default subject/text is sent. I have this issue with the mails to the clients (ticket creators), when- an agent adds a note- an agent adds a commentAnd it seems this issue happens also with the CC emails (comment/note). None of the custom mails are being sent.
Hi,I'm trying to create a group composed for four agents but when I try to save the changes I get a message that says: "An error has ocurred. If the problem still happening, get in touch with the Freshdesk's support"One of the agents has a different email from the others, could it be the reason for this issue? Thank you in advance.Regards.
Hi everybody,We have a provider who use ZENDESK as their support ticket system.We send emails to the them, but, every responses from them doesn't shows on Freshdesk. Never arrived.But, we have been checked our mail inbox (which have a forward rule to Freshdesk) and emails are received, so, were forwarded like others. We only have problem with this sender who used ZENDESK.Anyone knows if there is some kind of rules, or filter that could be filtering this kind of responses?I attach a mail format of the responses.I appreciate your help.Regards.Luciano
Good morning,When our agents reply to a ticket, the email defaults with "Hi <first and last name>". If we don't have a first/last name for that contact it's using their email address. How can I remove that and have "Hello" only in the email response template? I don't see where to change this in the admin tools. Recreate Steps: Select the Ticket, select to Reply. Screenshot attached with private details removed and what we are looking to change.
I've searched through the docs, but I'm not finding any info: is it possible to schedule an auto reply on new tickets and replies? For instance, it would be great if I were able to set up a not a reply that would go out any time a new email is received outside of our business hours (or at least on weekends), letting the client know that we won't be looking at their ticket until we are open next.Is it possible to do something like this?
Hello All,Want to pose the question hereIn our ticket system we have dependent fields and have 3 levels. When customers call in or email, they state the issue is and that is usually the 3rd level. So I have asked freshdesk to be able to fill in from bottom up. So we can basically choose the 3rd level and it would auto fill the others when there is a unique match.Would this be helpful to anyone else? Freshdesk is stating they are unwilling to change the software but wanted to see if anyone else would find this helpful.
There used to be a little popup in the helpdesk saying that new tickets had been created, when clicking this it would update the ticket list to show any new tickets created, this has stopped and I now have to press F5 to refresh the page to see if any new tickets have been created or not.Using Freshdesk on Google Chrome. Any help would be appreciated.
Hello,We use SendGrid ourselves so already have the s1 and s2 selectors assigned to our DNS for our own SendGrid account.As such we are not able to verify our DNS records to activate DKIM for our domain with Freshdesk.Is there a work around to this so we can change the freshdesk selectors or use our own SendGrid API key?
Hello there,I would like to know if there is a way to retreive agent details (most importantly the agent's ID) with a call to the API authenticated by this agent's API key ; this could be a call to something like /api/v2/agents/me or a requester's ID in the response header.Thanks in advance !
Hi,I have our FreshDesk email created as an contact in our Exchange environment in order for it to be part of a support distribution list.Recently I have recent reports of email rejections from the FreshDesk email.The error message say it can be resolved by possibly asking the recipient to add the email address/domain to their safe senders list
Hello,I am using a trial account with the default configuration for emails. Unfortunately, it looks that they are not set.Here are the tests I have run up to now :- manually reply from a ticket to a gmail, yahoo, and professional adress : nothing has been received (I checked the spam too).- try a predefined answer to the same recipients : nothing either- try an email notification to the same recipients : nothing either- I have waited 24h and run the 1st test again I case it was due to the limitation on the amount of email but we haven't received anything.Do you have any idea of what I can do ?
Hi, could you help us with the API, please? Is there any way how we could get the next data from the API or somehow else: 1)Average Resolution time 2)Resolved Tickets % (under the reports tab in FD) 3)Unresolved Tickets % (under the reports tab in FD) 4)Average Resolution time Split by type (Reports tab in FD ->Under Average Resolution time -> Average Resolution time Split by type) And also we want to get: 1)Shortest Incident: This has to be taken from the Portal Data, the quickest incident in terms of resolution time. 2)Medium Incident: This has to be taken from the Portal Data, the medium time taken the incident in terms of resolution time. 3)Longest Incident: This has to be taken from the Portal Data, the longest time taken the incident in terms of resolution time.
Hi Team,I registered for free trail account in fresh desk and currently i am exploring all the features.I want answers for the below queries:1. We are basically incorporated in India, we want to do business in India, Middle-East and Europe. Does freshdesk supports all these countries?2. How can i integrate freshdesk with my application?Thanks in advance.Regards,Tanjila Bagawan
I'd like to whitelist certain users in the community forum (not agents) so they don't need to go through a moderation process when the "Moderate all topic and replies" setting is turned on.I thought I read that this was a possibility (was it by adding them to a company and whitelisting the company?) somewhere but can't find it now.Thanks!
Is it possibly to open freshdesk help article via an API call in a native modal vs opening in a new with or iframe?
Hello,I managed to update the status of a ticket through the examples I've found and it works perfect.The problem is that now I want to answer the ticket via API, so that the response is recorded and in turn the ticket is updated to closed state.The data sent are: $f_url_connection = "$f_url_dominio_freshdesk/helpdesk/tickets/$p_ticket_freshdesk.json"; $f_data = array( "helpdesk_ticket" => array( "description" => $p_email_txt, "description_html" => $p_email_html, "status" => 5 ) ); $f_json_body = json_encode($f_data, JSON_FORCE_OBJECT | JSON_PRETTY_PRINT); $f_header = "Content-type: application/json"; $f_connection = curl_init ($f_url_connection); curl_setopt($f_connection, CURLOPT_RETURNTRANSFER, true); curl_setopt($f_connection, CURLOPT_HTTPHEADER, $f_header); curl_setopt($f_connection, CURLOPT_
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