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Freshdesk

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  • 3,442 Topics
  • 9,060 Replies

3442 Topics

C
Apprentice
ccardimonApprentice
posted in Freshdesk

Problem with nested windows

I am having a problem with nested windows. See image below. Please advise. Email: ccardimon@m-s-g.com

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Top Contributor
3 years ago
R
Apprentice
ron_18162Apprentice
posted in Freshdesk

New agent does not get invitation

When I add a new agent the invitation mail is not sent...

3
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Community Debut
2 years ago
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Contributor
sarah.vandegoorContributor
posted in Freshdesk

Linking to a closed tracker?

Is it possible to link to a closed tracker or is the closed tracker reopened automatically when linked to?I cannot try this because my trial has expired.Thanks,Sarah

1
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Top Contributor
3 years ago
S
Contributor
sarah.vandegoorContributor
posted in Freshdesk

Replying on a tracker?

I think a tracker is meant to submit a broadcast by means of the "Broadcast" button.But there is also a "Reply" button on a tracker. What's the difference? Who would receive the reply? And in which case should an agent choose "Reply" in stead of "Broadcast" in a tracker?Thanks,Sarah

1
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Top Contributor
3 years ago
E
Apprentice
esther.oganaApprentice
posted in Freshdesk

Fresh desk instances

Hello Team,Is it feasible to have department segregation in one Fresh desk instance so the right queries can be channeled to the right users?Many thanksEsther

1
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Contributor
3 years ago
P
Apprentice
paul.bickerApprentice
posted in Freshdesk

Agent emails not being delivered

Certain agents emails are not being delivered.  E.g. when a ticket is assigned or private note added.Other agents appear to be working.I have tested this email account with internal and external emails which work.

1
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Top Contributor
3 years ago
A
Apprentice
alexbadea.nicolaeApprentice
posted in Freshdesk

Get All tickets using VB.net or C#

Can someone help me with getting tickets from fd using code bellow? The connection is working but i don't have idea how to handle it further. Dim Authorization As String = Convert.ToBase64String(System.Text.Encoding.Default.GetBytes("XXXXX......"))         Dim wHeader As WebHeaderCollection = New WebHeaderCollection()         wHeader.Clear()         wHeader.Add("Authorization", "Basic " + Authorization)         Dim wRequest As HttpWebRequest = CType(System.Net.HttpWebRequest.Create("https://xxxxx.freshdesk.com/api/v2/tickets"), HttpWebRequest)         wRequest.Headers = wHeader         wRequest.ContentType = "application/json; charset=utf-8"         wRequest.Method = "GET"Thanks

0
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Apprentice
3 years ago
D
Apprentice
daniel.sanchezApprentice
posted in Freshdesk

change site primary language

hello, i start to build the users portal of my freshdesk ticketing system... the company is from spain but the site have the english selected and i can´t to define by default the spanish.... i think is because spanish is the second language. is possible to change?? i have created some articles and i dont wan´t to lose info.

1
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Contributor
3 years ago
O
Contributor
onlinebiblesupportContributor
posted in Freshdesk

Merging tickets - how do others use it?

One of the few things I just cannot get right in FreshDesk is merging tickets. For us the most common cause is a customer replying to a ticket but using a different email address. This causes a duplicate ticket.When this happens we have two options:Use the original ticket as primary. In this case the customer cannot see his/her own reply. Not really customer friendly...(Yes, we could set the note as public, but then the customer receives an email with their own reply. So not usable.)  Set the new reply as primary. In this case the mail trail is a complete mess, so not really an option, as even the agent has difficulties to read the trail in the correct sequence. I don't have the impression this was designed with a view to what customers see. We need the replies from the secondary ticket to be added to the primary ticket as a reply and not as a note.Could others please explain how they use the merge function, and if they are happy with the way it currently works? Are we the only ones to

0
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Contributor
3 years ago
E
Contributor
eli.poulosContributor
posted in Freshdesk

Access ticket text editor in a freshdesk app.

Hi all, I am trying to make an app that automatically appends UTM parameters to help center links we send out in our tickets. I can't find any way to access this part of the page in the docs, and typical getelement methods won't work because freshdesk apps don't seem to work on the DOM directly. Any ideas or workarounds?

1
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Top Contributor
3 years ago
_
Apprentice
_18136Apprentice
posted in Freshdesk

portal customization

hi guys,well it might be a noob question but here it goes, i am planning to embed the page into my website, and the only element i need is "My tickets" tab contenti am going to use SSO for automatic auth of the user.so how can i hide the header, footer and the other tabs ?

1
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Top Contributor
3 years ago
K
Apprentice
kimberlyApprentice
posted in Freshdesk

Getting message: something went wrong while loading time logs

I have been getting this message every time I change the status of a ticket. Does anyone know what this means or how to fix it.?  I am new to Freshdesk and am still figuring my way around.

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Community Debut
3 years ago
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Apprentice
ryan_18126Apprentice
posted in Freshdesk

How to include ticket details in agent new ticket notification

As per the title, I would like to read/reply to the ticket without having to log in to the web portal. Currently the agent new ticket notification offers no ticket details, only the URL to the portal.Thanks.

2
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Contributor
3 years ago
C
Apprentice
carlos.oogsApprentice
posted in Freshdesk

Create webhooks and triggers via API

Is it possible to dynamically create webhooks via your API? If so, where is the documentation for this? Best. 

1
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Community Debut
3 years ago
T
Contributor
tonijacksonContributor
posted in Freshdesk

anyone else having issues accessing/updating tickets ?

have urgent call into freshdesk - but not reply over 30 mins now!

1
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Community Debut
3 years ago
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Contributor
onlinebiblesupportContributor
posted in Freshdesk

How to close frame within frame

When using Mint I sometimes get the normal windows within the normal window. I think this happens mostly when editing properties of KB articles. Does anyone know how to close the second window to return to the normal screen.

5
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Contributor
3 years ago
R
Apprentice
raulApprentice
posted in Freshdesk

Customers reply to forwardings and are kept as a private note

Hello everyone, I wanted to know if you could help me with this. The stage is:We do a mail forwarding where they have attached files and html content that we do not want to lose, the client replies to that forwarding but remains as a private note and we do not receive notification in FD. This causes us to lose response time. We understand that by doing this way, FD understands that we are doing a forwarding to another agent but with another external mail client@anydomain.combut: Is there any way to forward to the client without losing that mail format or that FD notifies us of that response as a public note?

0
R
Apprentice
3 years ago
G
Apprentice
garryApprentice
posted in Freshdesk

Whenever customer sends mail for the ticket creation,Freshdesk creating the 2 ticket for the one problem

We have tried to solve this and are getting nowhere - everytime a customer opens a new ticket 2 tickets are createdWe have opened a support ticket but are being referred back to our developers and the API but they do not have the answer either - how can we solve this issue?

1
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Top Contributor
3 years ago
B
Contributor
bhaarsmaContributor
posted in Freshdesk

"Mint" ticket list very slow on Safari / very high memory usage

When I navigate to "tickets", the memory usage of that tab (as shown in Activity Monitor) jumps from ~250 MB to ~1000 MB. The page is also very slow to load and sluggish to use.PS No need to suggest to use other browsers.

10
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Community Debut
2 years ago
L
Apprentice
leeegino1178Apprentice
posted in Freshdesk

Adding a note to a contact via API

Is it possible to add a note to an existing contact via the API? If it is possible, could you give some pointers or example code?Thank you

0
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Apprentice
3 years ago
C
Apprentice
ccardimonApprentice
posted in Freshdesk

Broken Links

Is anyone having problems with article links becoming broken as a result of the linked article's URL changing?

1
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Top Contributor
3 years ago
C
Apprentice
cepezg3Apprentice
posted in Freshdesk

Empty Reports

I can´t see any report, I've already created a lot of tickets and solve them, but when I try to see the they appear empty.

6
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Top Contributor
3 years ago
J
Contributor
j.haguetContributor
posted in Freshdesk

Mobile app FreshDesk crashes every time it is started

Hello Since today, the Freshdesk mobile app for Android crash each time it is startedI have tried to clean the cache, deleted the app data, reinstall the app, reboot the phone : no way to make it start correctly again.Any idea ? 

7
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Top Contributor
3 years ago
K
Contributor
kylaContributor
posted in Freshdesk

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.

2
K
Contributor
1 year ago
H
Apprentice
hellodraconApprentice
posted in Freshdesk

not receiving notifications in the notifications center

Hi everyone,I'm a new user and created an account as a solo agent.I'm looking for a way to get notifications in the notifications center on the web page. I don't mean the desktop notifications (that aren't working either so I've disabled it) to get stuff in the little popup that appears when we click on the bell icon on the top right of the page. A number of notifications would be great too.Currently I get nothing even if all the filters are green (which means selected right ?) even though people are responding or creating new tickets. I even made a Dispatch'r to make sure every made ticket are assigned to me. And, even the android app doesn't send any push notification (all the filters are selected too).Any idea ? Thanks a lot !

3
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Apprentice
3 years ago

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