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Freshdesk

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  • 3,802 Topics
  • 9,936 Replies

3802 Topics

C
Apprentice
chris.buckApprentice
posted in Freshdesk

Problem with attachments in change control templates

Hi, not sure if anyone can offer some thoughts on this. I have started using templates for change control and I would like to attach documentation to them.Regardless of what I attach (PDF, word, text), and regardless of size (all below 100k), once I save the template, the attachment is lost.I can immediately go back in to edit the template and it is not there.Has anyone had similar problems?thanksChris

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Community Debut
3 years ago
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Contributor
vincent.warckolContributor
posted in Freshdesk

Unexpected behaviour with Public URL, part. 2

(the previous discussion has been marked as closed: https://support.freshdesk.com/support/discussions/topics/316199)But would it be possible to change this behaviour in order to allow logged in users to access to all tickets through the public URLs? (raised by him/her or not)That is odd and awkward to reply to users/customers that they have to log out before being able to access the public ticket URL of another ticket (not raised by him/her).Thanks,Vincent

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Contributor
3 years ago
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Contributor
dave.kavanaghContributor
posted in Freshdesk

Identify contacts with 0 tickets

We need to identify contacts who do not have any tickets, so that we can delete them in accordance with our privacy policy.As part of our GDPR compliance, we promise to delete a customer's data from our support desk after a period of inactivity:We delete tickets that have been inactive for 2 years (the length of our longest warranty).We delete contacts from the support desk if they no longer have any tickets.The first part is easy enough, but I'm struggling to find a way of identifying contacts with 0 tickets. It would be fantastic if 'number of tickets' was a returned attribute when querying the API for contacts.Or is there another way of doing this, that I've overlooked?

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D
Contributor
3 years ago
A
Apprentice
alexandre.clavierApprentice
posted in Freshdesk

Ticket Type Drop-down Item not appearing in my settings

Hi there, My ticket types includes a "..." type which assign my tickets to none. I am trying to remove it but it doesn't appear in "settings", "Ticket field properties", "Type drop-down items".How can I remove it from my ticket fields?Thanks

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1 year ago
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peteyfApprentice
posted in Freshdesk

error message

Hi,I have a Creation Pcut  cutter.When I go to cut my vinyl this comes up on my computer.Can not open the output device.Error initializing cutter.I have restarted my computer. Turned off my cutter. Replaced the USB cord.Pls Help!Thx

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P
Apprentice
3 years ago
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litecoinfinApprentice
posted in Freshdesk

Support team not replied for 2 days regarding refund request of my payment

What should I do when support team didn't reply even after 2 days regarding my refund request.? If there is a waiting period , how long should I wait to raise a new ticket about old ticket or file a case.? Regards.

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Community Debut
2 years ago
M
Apprentice
michael_18941Apprentice
posted in Freshdesk

Github Integration

I am getting the following error when trying to install the GiHub app."Error while registering webhook"Searing for the error doesn't seem find anything. Is there any way to get any more information about what might not be working correctly.

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Community Debut
3 years ago
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Apprentice
help_16654Apprentice
posted in Freshdesk

Anyone else finding their Tasks/To-Dos Disappearing

I am finding that quite a few of the to-do's I create disappear from the dashboard & then reappear IF I randomly access the ticket that I created the task/to-do from. If I don't access the ticket that I created the todo in it won't show up on the dashboard.  Some of my tasks do show up so it is never clear why some are there and some disappear. I am missing a lot of important tasks This has been ongoing since January 2019 

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H
Apprentice
3 years ago
bbiandov
Apprentice
bbiandovApprentice
posted in Freshdesk

When using the iOS app can I take a picture and attach it as PDF not as PNG?

Hi everyone,When using the iOS app can I take a picture and attach it as PDF not as PNG to a new ticket.The default is png and I can not find any way to change that.The flow is this: click "+" for new ticket, tap the paper clip for attachment, use iPhone camera, take a picture and it shows up attached BUT it is in png format.I would like it to be in PDF Is that possible? If yes how?Thank you

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bbiandov
Apprentice
3 years ago
P
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paul.copleyApprentice
posted in Freshdesk

Summary Note in Ticket

Hi,I've been trying to find a way to make it easier to sum up the 'finished' status of tickets as some time tickets turn into very long back and forth interactions. What i'd like to do is force a rule that means that a ticket can't have it's status changed to 'Resolved' until a private note has been added as the last action in the ticket. Granted the content of that ticket could be blank, but ideally Agents would put in a brief summary of the interactions and that would make life easier all round, should that ticket need to be revisited. I guess you could call it a 'private summary note'. Any thoughts or help is much appreciated.

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1 year ago
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julian_18937Apprentice
posted in Freshdesk

Cant change Admin Agent Email address

We need to change the email address for the main admin agent. I have tried several times to save it and then saves and reloads with the old email address showing again. Help please ?

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1 year ago
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Apprentice
benoit.connaultApprentice
posted in Freshdesk

4000 spam accounts..

We just got spammed with nearly 4000 accounts created in 10 minutes this morning.So, it seems the captcha for creating a new account is not working at all..Now, how can we delete those spam accounts? We can see only 30 accounts at a time in the list, with no way to filter the accounts by creation date or something..

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1 year ago
A
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anoop.alumkaraApprentice
posted in Freshdesk

how to set a custom view as my default view

I am trying to see whether there is a way to set a custom view as my default view ?

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A
Apprentice
3 years ago
C
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chris.bewsApprentice
posted in Freshdesk

Autocomplete

Hi - how do you clear the autocomplete cache when replying to tickets and cc'ing in other recipients?Thanks

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C
Apprentice
3 years ago
M
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mtszpaterApprentice
posted in Freshdesk

Click the reply button from my app with jQuery

Hi!I want to do exactly the same function as there https://support.freshdesk.com/support/discussions/topics/14436to reply and set ticket status as resolved in one click. Unfortunately that solution doesnt work in current version. One suggestion is you can set up a Freshplug to create a button. Go to Admin--> Integrations--> Freshplug to create one. Make sure that you select the option to have the Freshplug widget visible on the tickets page. Send and Resolve Button <div id="add_btn_send_resolve_in_reply"></div> <script type="text/javascript"> jQuery(document).ready(function() { if(jQuery('body').hasClass('ticket_details')) { var buttonLabel = 'Send and Resolve'; //Adding the new button jQuery('#HelpdeskReply .btn-toolbar>span:last').before('<span class="btn-group"><button class="btn" rel="custom-reply-status" data-cnt-id="cnt-reply" data-status-val="4">' + buttonLabel + '</button>&lt

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M
Apprentice
3 years ago
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nronkoApprentice
posted in Freshdesk

can`t get verevication email

Hi everybody. I want change contact email, pun it in setting, press button "send activation email", but e-mail is empty

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N
Apprentice
3 years ago
N
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nyxcomfortApprentice
posted in Freshdesk

Notifications

Hello, I have an issue, when I try to modify the notification by email section in the admin settings, it says that there is an error and that I have to contact the support. That prevents me from modifying anything.

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N
Apprentice
3 years ago
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bikgaigovernmentApprentice
posted in Freshdesk

mail not arriving to verify

Hello everyone,,Just set an account up and an hour later I am still not able to receive a veirfy email to my support account.I know this works as an account as my existing Zendesk works fine.I'll try for another hour and then Junk I think.  Nothing in spam and no error message or helpful log in FreshdeskAlso is there any actual support for this or is it just Community?Thanks in advance

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B
Apprentice
3 years ago
Z
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zach.dobsonApprentice
posted in Freshdesk

Order of Tags

 I am attempting to have the tags in a certain order so I can easily report them. First, I thought the tags are automatically ordering alphabetically so renamed my tags so they will be organized. Once I did this I noticed that the tags reordered but it was not consistent throughout my tickets, the only thing that was consistent was the tag that was being displaced from the order that I expected. expected) Generated: client, Initiated: email, Process: some process, solved by: Departmentexample of error) Generated: client, Process: some process, initiated: email, solved by departmentthe displacement can verify.How Can I arrange the order of the tags to the order that I desire? 

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Z
Apprentice
3 years ago
R
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rob_18893Apprentice
posted in Freshdesk

Who has used Zendesk

Good Evening all, I have been a Zendesk user for years, and we are looking at moving to Freshdesk. Looking to see the good the bad the ugly of moving and what issues may have come up.

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R
Apprentice
3 years ago
K
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kuehApprentice
posted in Freshdesk

ticket status update problem

when i update the ticket status to "waiting for 3rd party" or "waiting on customer"  it give this problem 

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Community Debut
3 years ago
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Apprentice
leif.linseApprentice
posted in Freshdesk

Ticket fields - remove an option from dropdown = consequence?

 Hello!My question is if I remove an option from a custom dropdown in Ticket fields, will tickets that have this value be set to empty, or will they retain the value? If they retain the value, can these still be found/filtered in the statistics module, or are these unmapped values now only visible when you look at individual tickets?I know that we could hide drop down options using JavaScript so that is a solution, but it limits the possible people who could carry that out compared to removing drop down options in the UI. But I don't want to lose data on the actual tickets. Losing statistics is probably okay as the purpose of data is most importantly for providing better/faster support to the end users.

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1 year ago
E
Apprentice
e.molinosApprentice
posted in Freshdesk

configure the redirection URL after successfully creating a query in the client portal

Hi. Would it be possible, in some parameter, to configure the URL ofredirection after creating, successfully, a ticket in the client portal?Maybe there is some parameter that is sent via POST in the form or something like thatEj Now then create a ticket in the customer portalhttps://some.freshdesk.com/support/tickets/newIt redirects me to:https://some.freshdesk.com/support/loginI would like you to redirect me to, for examplehttps://www.google.comThank you

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E
Apprentice
3 years ago
S
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suporte_18882Apprentice
posted in Freshdesk

Ticket response email

Good afternoon, when I respond to a ticket, my client does not receive my answer in his email.E-mail responses are not reaching recipients.What to do ?

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Apprentice
3 years ago
S
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stuart_18878Apprentice
posted in Freshdesk

Setting the referrer url for a SPA (AngularJS) for embedded widget

Hi,I'm wondering if I can set the referrer (meta_referrer) via the querystring for the embedded widget? We're integrating with an AngularJS single page app and the referrer only includes the base url of the page and not the current state route. i.e. https://server/#/some/angular/route always has the referrer of https://server/ meaning we have no idea where the user is in our application when submitting a support ticket.Thanks,Stuart

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Apprentice
3 years ago

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