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Freshdesk

Read, learn, and solve about our Support Desk product.

  • 3,904 Topics
  • 10,183 Replies

3904 Topics

P
Apprentice
petr.zhilitskyApprentice
posted in Freshdesk

Custom field value change

I use the following code in my custom app to change the custom field value of a ticket client.interface.trigger("setValue", {id: "cf_mamps_current", value: "true"});but when I reload page all changes are gone.Could you help me with saving changes of the field value?

0
P
Apprentice
3 years ago
R
Apprentice
ricardo.oksaApprentice
posted in Freshdesk

Updating custom tickets fields using the API

Hello,Is it possible to use the API for updating tickets fields?. We have some custom fields that need to be updated and Fresh Desk is extremely slow when you try to edit custom fields with large amount of items. Some times our browser have totally stopped to work when we have try to add a new item to a custom field. Right now we have some custom fields with more than 600 items.

1
Keer
Community Debut
1 year ago
M
Apprentice
mliza.sahuApprentice
posted in Freshdesk

#Issue - Gap on the top of the website while window loading

Hello there,I'm using Freshchat API for Wordpress website.Each time, while window loads, seem a gap on the top of the website due to freshchat script.Any solution?Regards,Manika 

0
M
Apprentice
3 years ago
E
Apprentice
erojasApprentice
posted in Freshdesk

C# Y FRESHDESK

Quisiera saber algún modo de llamar o conectar, etc. a la API de FreshDesk desde un proyecto en C# (ASP.NET)

1
J
Apprentice
3 years ago
D
Contributor
derek_18674Contributor
posted in Freshdesk

Logged out to customer portal

Hello,I am currently having an issue with my FreshDesk Login. When logging into the agent side of things I am logged out and taken to our client support portal for re-logging in. This continues to happen with only my login, no other agents are having this issue. I can see help desk tickets for about 30 seconds before logged out and taken to the client portal for our company.Thank you for your time,

10
I
Community Debut
3 years ago
V
Apprentice
vbleaseApprentice
posted in Freshdesk

Updating custom field choices from webhooks

Hi there,Please consider the following scenario. Customers on the horizontal row are 'Providers', customers on the vertical column are 'Consumers'.If looking at Provider Cust1, I can see this provider serves Consumers Cust4 and 5. If looking at Consumer Cust4, I can see they consume services from Providers Cust1 and 2:In an ideal world I would: Set up Cust1,2,3,4,5,6 as FreshSales Accounts. Add a custom field 'Type' that allowed choices 'Provider' and 'Consumer' to distinguish the Account customer types. Add a second custom lookup field that referenced Accounts and allowed a multi select of choices.Unfortunately a multi select lookup field is not available... :(Can anyone please suggest a workaround for achieving this relationship between Account records?

0
V
Apprentice
3 years ago
A
Apprentice
alex_15892Apprentice
posted in Freshdesk

Service Contract Tagging

What is the best way to show our support staff that a customer has a service contract? A tag seems like the best route, however, it's buried deep inside the customer data and not at the ticket level which is the general view our support staff is in.

0
A
Apprentice
3 years ago
H
Apprentice
hs.maruf77Apprentice
posted in Freshdesk

Want to hyperlink on my category

I want to hyperlink my category page directly to my other website. I mention the category below the screenshot. Is it possible to add a hyperlink which will link to my another website?http://prntscr.com/oc2jjrThank you. 

0
H
Apprentice
3 years ago
C
Apprentice
charles.langleyApprentice
posted in Freshdesk

Error creating a Jira ticket from new Freshdesk ticket

Have recently noticed that I can't create Jira ticket from a Freshdesk ticket. It will not let me link a Jira ticket either. I have been copying the link from the Freshdesk ticket in to the newly created Jira ticket. There is no error message but rather I constantly get the spinning wheel and an eventual timeout.This error just recently started happening. Any ideas what might be causing the issue?

0
C
Apprentice
3 years ago
T
Contributor
t.vanlookContributor
posted in Freshdesk

Replies to forwarded email do not re-open ticket

HiI read the instructions on https://support.freshdesk.com/support/solutions/articles/236380-reply-to-a-forward-should-open-a-ticket explaining how to let a ticket re-open in case somebody replies to a forwarded email.However, this has the unwanted side effect that the ticket will also re-open when the agent himself adds an internal note. Any way around this?

1
O
Contributor
3 years ago
M
Apprentice
mateuszkiezelApprentice
posted in Freshdesk

Same email address for multiple contacts

Hi All,I have been trying to create contact list for multiple locations (same company), however I am unable to add a contact if email address has been already taken.  I have 5 different locations with 4-5 individuals allocated to them and one person (X) who needs to be allocated to all locations. After adding the first location I am unable to allocate X to other locations.Is there anyway way around it please?Thank you for your help!

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M
Apprentice
3 years ago
T
Contributor
tkerebelContributor
posted in Freshdesk

Roadmap for all projects

 Is it possible to view roadmap of all projects in one page?

14
R
Contributor
3 years ago
N
Apprentice
nsenApprentice
posted in Freshdesk

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.

2
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Community Debut
2 years ago
F
Apprentice
francis.houleApprentice
posted in Freshdesk

Edge - Copy & Paste isn't working - Word Paste Detected - No buttons works

1- I get a reply in a ticket and I copy it so that it would be in my clipboard.2- I want to paste it in a reply or a note in the ticket. The following message appears on the screen: Word Paste Detected: The pasted content is coming from a Microsoft Word document. Do you want to keep the format or clean it up?3- There are two options. You can click on Clean or Keep. No button works...Microsoft Edge 44.18362.1.0Windows 10 ProVersion: 1903Operating system version: 18362.207

8
Juliana Rozario
Community Debut
7 months ago
A
Apprentice
anja.arnholdApprentice
posted in Freshdesk

Hide Date on Articles

Does anyone know if there is a way to hide the "Modified On" that automatically shows up under the titles of Knowledge Base articles?

4
A
Top Contributor
3 years ago
A
Apprentice
abhisirahasrApprentice
posted in Freshdesk

Company Field in the Ticket Form

Hello everyone,,,I don´t understand how to use the company fiedl inside of ticket formI´d like to open a ticket selecting a company, and then some contact of this customer.But the only way in Freshdesk seems writng first the contact name.Any idea to help me?

1
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Community Debut
1 year ago
T
Apprentice
tom.kellerApprentice
posted in Freshdesk

Replying on ebay customer mails

Hi there,Currently we receive emails from Ebay in Freshdesk. At the moment one person always has to login to Ebay and reply on the mails. However, we would like to reply directly from Freshdesk. Usually you can just reply on the mail and the message will be added inside the conversation with this customer on Ebay. But somehow when we reply from within Freshdesk the message just does not show up in Ebay. Can someone give me a hint what we are doing wrong?Best,Tom

4
H
Community Debut
1 year ago
T
Contributor
t.vanlookContributor
posted in Freshdesk

Let ticket fields inherit values from user

Hi,I'm looking into ways to make reporting from Freshdesk as trustworthy as possible.Imagine we have users that, at a certain point in time, work in building A and some in building B. We'd like to track how many users in building A and in building B send in support tickets.However, users tend to switch buildings sometimes. When the user previously belonged to building A, we want the tickets created during that period to still be associated with building A - but if that same user that now works in building B creates a new ticket now, we want the ticket to be associated with building B.We are keeping the "current building" field on the user level up to date by a Integromat (Zapier alternative that DOES support updating contacts rather than just creating them). Of course we could add a "Building" field to each ticket, and let our helpdesk agent manually fill in this field every time... but is there no way to let the ticket "Building" field inherit the "Building" field of the user at the t

0
T
Contributor
3 years ago
C
Apprentice
consultApprentice
posted in Freshdesk

Public URL not working

When I try the public URL, its redirecting me to login page. Because of this, I am facing issues sharing it with customers

1
S
Community Debut
1 year ago
L
Apprentice
lcfree2Apprentice
posted in Freshdesk

requestor response?

I am not able to get a basic "ticket created" automated response to the requester on ticket creation.  I keep turning the function on, but it won't save, generates an error and doesn't send the automated response.    This is basic functionality that should be automatic and easy but appears to be convoluted and impossible.    Having grave doubts about this software already.   (FYI, I have a 30+ year deeply technical background)

0
L
Apprentice
3 years ago
D
Apprentice
dgonzalesApprentice
posted in Freshdesk

Error creating ticket from Salesforce

Hello,I am using the Salesforce Plus app for integration, but so far it appears to only be working one way.  I am able access Salesforce contacts from within Freshdesk.  However, I am unable to access Freshdesk support tickets from the Salesforce.  If I try to create a ticket from within SF, I am getting the following error:Any ideas how to troubleshoot?

0
D
Apprentice
3 years ago
T
Apprentice
t.klesseApprentice
posted in Freshdesk

Custom Freshdesk App - Changing email associated with app

Hello,Context: Have a backend Freshdesk App. This app: When a an email is received if subject and body of email contain specific contentApp connects to third party NetSuite Cloud ERP system and, if person who sent email to Freshdesk has required access, retrieves specific info and returns it to personIssue: The app assigns and uses email address for replies to ticket using the email of the Admin who published the App.Question: Is there a way to set a default email for a custom app?Thanks!

0
T
Apprentice
3 years ago
S
Apprentice
simon.browningApprentice
posted in Freshdesk

Trying to update users time zones

I'm looking for a way to update users time zones in FD so that they are correct. I figure I can do this by using a geolocation script to grab the time zone country that they are in / nearest too. This is all fine and I tested with the API.Where I'm struggling is that I only want to do it once, so I created a checkbox under the customer info to use in an if statement on the portal page to load that segment of code but I'm not entirely sure how to reference the field. I tried the following with no success, I can't be looking very well as I can't find any documents on how to make use of this. {%if !contact.custom_feilds.time_zone_checked %} <script>alert('Good News Everyone!')</script> {% endif %} 

0
S
Apprentice
3 years ago
N
Apprentice
n.thijssenApprentice
posted in Freshdesk

Dispatch'r and Observer delete Webhook when saving a rule for the second time

As said in the title. When editing a rule and pressing save for the second time, the Trigger Webhook gets removed (or not saved). This is particularly annoying when editing a rule because you need to remake the entire rule else it wont be saved. 

0
N
Apprentice
3 years ago
G
Apprentice
gkenneyApprentice
posted in Freshdesk

Prompting for field values to close tickets that are populated, won't close ticket

0
G
Apprentice
3 years ago

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