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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
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
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.
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
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?
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 email@example.com: 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?
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?
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.
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 !
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