Visit Freshworks.com Visit Freshworks

Freshdesk

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

  • 3,453 Topics
  • 9,077 Replies

3453 Topics

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
B
Community Debut
3 years ago
O
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
O
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
A
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
S
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
L
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
A
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
A
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
A
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
H
Apprentice
3 years ago
R
Apprentice
r.lahaiseApprentice
posted in Freshdesk

API - list tickets using filter without spam or deleted

I need some help working with the API. I want to show the total amount of tickets that are not assigned to either an agent or group and have the open status.So I got it working already but it also shows all the tickets that are either marked as spam or deleted. I am using the following query in a PHP script:"https://$yourdomain.freshdesk.com/api/v2/search/tickets?query=\"group_id:null%20AND%20agent_id:null%20AND%20status:2\""What would I need to add to NOT show tickets marked as spam or that are deleted?Any help is appreciated!

1
R
Apprentice
3 years ago
D
Apprentice
dennis.perezApprentice
posted in Freshdesk

API response = 400 Bad Request / HttpWebResponse response = NULL

Hi guys, we've been using the script below and it has been working for a month but it suddenly stopped working yesterday.2 things to note:1. bulk import was done prior to yesterday (created +100K companies) via the Freshdesk site.2. API request is still working via Postman using the same credentials.Error encountered:1. using breakpoints we saw value of response = NULL2. [ctrl+F5] shows 400 Bad Request error:Any ideas would be appreciated. TIA! using System; using System.Collections.Generic; using System.Linq; using System.Text; using System.Threading.Tasks; using System.Net; using System.IO; namespace ConsoleApp2 { class Program { static void Main(string[] args) { string fdDomain = "[domain]"; // your freshdesk domain string apiKey = "[API key]"; string apiPath = "/api/v2/tickets/"; // API path string responseBody = String.Empty; HttpWebRequest request = (HttpWebRequest)WebRequest.Create("https://" +

0
D
Apprentice
3 years ago
T
Apprentice
thijsApprentice
posted in Freshdesk

Cannot search contacs

Dear Sir/Madam,Since this morning i'm not able to find my contacts when using the search function. This used to work. Is this a bug? (see attachment) Thanks in advance Thijs

3
A
Top Contributor
3 years ago
K
Apprentice
kontorApprentice
posted in Freshdesk

how can unsubscribe email alerts?

how can unsubscribe email alerts? 

1
B
Contributor
3 years ago
H
Apprentice
haroutApprentice
posted in Freshdesk

App LifeCycle app.deactivated isn't triggered on navigating away in Ticket Details

When viewing ticket details, app.deactivated() isn't triggered upon navigating back to "All Unresolved Tickets" or to other pages, it's only triggered when clicking "next ticket". Is there a lifecycle or event that is triggered upon navigating away from the ticket details?

3
R
Contributor
3 years ago
D
Apprentice
dan_16877Apprentice
posted in Freshdesk

How to stay logged into two different accounts on the same device?

I support multiple companies and currently use Freshdesk for 2 of them. Before the freshworks mint update I could log into each freshdesk account and stay logged in so when I received an email I could click the public link and view the ticket. Now it seems I can only be logged into one account at a time. Therefore if I am logged into companyA fresdesk and receive a new ticket notification for companyB I have to log out of company A and log into company B. This is way too cumbersome. How do I configure freshdesk to allow me to stay logged into to multiple company portals at the same time? I am the admin of both accounts. Dan

6
A
Community Debut
11 months ago
T
Apprentice
talmiApprentice
posted in Freshdesk

No activation emails sent to my agents

Hello,it seems like there is no email sent out neither to contacts nor to my agents to activate their account and be able to login. The agents have different email providers (gmail, company mail server, etc.) and therefore it can't be a blocking/whitelist problem. Is there a problemn in the backend? Until this is solved I can not use the product at all.Thank you very much for your help,Kay

6
N
Community Debut
2 years ago
B
Apprentice
bradleyl01Apprentice
posted in Freshdesk

iPhone iOS - Problem replying to tickets on iOS

Having an issue posting replies through the Freshdesk App, everytime we try to post a reply then we get an error message. I'm not sure if it has any troubleshooting logs anywhere either, but latest versions of both Freshdesk App and iOS.

1
A
Top Contributor
3 years ago
B
Apprentice
ben.shaverApprentice
posted in Freshdesk

Tickets not being created from web interface

Hi, we are having a problem where the tickets being submitted via web interface are not being created unless they are submitted by a support tech email address (mine for example).If I create a ticket using any other email address, it allows me to submit and shows "ticket submitted successfully" but the ticket never shows in the ticket list and no one (submitter or agents) get any notifications.Anyone know why we would be able to submit many tickets "successfully" via web interface and have never show in the ticket list?

2
E
Community Debut
3 years ago
N
Apprentice
nwalkerApprentice
posted in Freshdesk

How to post new choices for ticket custom fields

Our Freshdesk implementation has two custom fields for tickets.  So for example we have 140 services and 50 project choices in two custom fields.I want to programmatically upload new choices to the fields, but I can't figure out which POST method/JSON syntax to use for uploading new choices?I thought it might be a POST to "{me}.freshdesk.com/api/v2/ticket_fields" and maybe a json like:{"id":43001179195,"choices":["choice1","choice2","choice3 etc"]}But of course this doesn't work, the URL is expecting a GET only.

0
N
Apprentice
3 years ago
M
Apprentice
mickman.v4Apprentice
posted in Freshdesk

Programmatically adding new note - problem

I need help...I  programmatically adding new note from modal window. After adding the note, modal window is closing. Problem is that note is not immediately visible. I have to reload page manualy, and then is note visible. Can you help me...I want to programmatically add new note and to be immediately visible (autorefresh).Is it possible?

0
M
Apprentice
3 years ago
J
Apprentice
jjgarciaApprentice
posted in Freshdesk

Create ticket with multiple attachments via API

Hi I'm using PHP curl to achieve this. I know you provide an example where you get this done just writing your own multipart form. I'm trying to let curl do it for me. The problem is that the "attachments" array you are expecting isn't a true array, so it won't accept files in a structure like attachments[1] nor attachments[][1]. I can't pass an array to curl with 2 different values in the same index of an array (attachments[]). So, my question is, how can this be done without having to manage the multipart form myself.Thanks

0
J
Apprentice
3 years ago
A
Apprentice
alex.yurpolskyApprentice
posted in Freshdesk

Service scheduling

 Hello,Does anyone know of a service (or function) that allows my clients to coordinate a service using a calendar? I need an option to  email  to coordinate a service and it will be documented in freshdesk?Thanks

0
A
Apprentice
3 years ago
C
Apprentice
chris.hillApprentice
posted in Freshdesk

Freshworks Data Processing Addendum prohibits Special Category data under GDPR

Hi,On the topic of GDPR, please see the following clauses in the Freshworks Data Processing Addendum:1.3 Prohibited data: Customer shall not disclose (and shall not permit any data subject to disclose) any special categories of personal data to Freshworks for processing.Details of the transfer The details of the transfer and in particular the special categories of personal data where applicable are specified in Appendix 1 which forms an integral part of the Clauses.Special categories of data (if appropriate) The parties do not anticipate the transfer of special categories of data.Since 'special category' data is defined under GDPR as including data on 'racial or ethnic origin, political opinions, religious or philosophical beliefs, or trade union membership, and the processing of genetic data, biometric data for the purpose of uniquely identifying a natural person, data concerning health or data concerning a natural person’s sex life or sexual orientation shall be prohibited.' (https:/

1
N
Community Debut
2 years ago

Badge winners

  • Salud, Ideator
    avadamon778has earned the badge Salud, Ideator
  • Lightening (Mc)Learner
    joellanzhas earned the badge Lightening (Mc)Learner
  • Salud, Ideator
    epalumbohas earned the badge Salud, Ideator
  • Lightening (Mc)Learner
    epalumbohas earned the badge Lightening (Mc)Learner
  • Lightening (Mc)Learner
    rc-donalhunthas earned the badge Lightening (Mc)Learner
Show all badges
Terms of UseCookie settings