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Freshdesk

Freshdesk

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4,110 Topics
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saravanaApprentice

asked in Freshdesk

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.

3 years ago

gbtoastApprentice

asked in Freshdesk

Source Choices on Ticket Creation

In our ticket fields, we have the basic choices for sourcesHowever, when I go to create a ticket on behalf of a customer in the tickets section, under the source dropdown, only “Phone” is selectable. How can I set this up so that the other options are available from that dropdown?

2 months ago

guy_18129Apprentice

posted in Freshdesk

Misleading API documentation for /api/v2/search/tickets

I'm looking at the API documentation for filtering tickets here: https://developer.freshdesk.com/api/#filter_ticketsUnder the highlighted 'notes' section, it states:1. Archived tickets will not be included in the results2. The query must be URL encoded3. Query can be framed using the name of the ticket fields, which can be obtained from Ticket Fields endpoint. Ticket Fields are case sensitiveIf I look at the Ticket Fields endpoint as suggested, I see that 'description' is listed as a valid ticket field. However, if I try the following query I get an invalid field error:curl -v -u "${API_KEY}":X -X GET 'https://bitx.freshdesk.com/api/v2/search/tickets?query="description:%27Test%27"'{"description":"Validation failed","errors":[{"field":"description","message":"Unexpected/invalid field in request","code":"invalid_field"}]}

3 years ago

Abhishek Sharma IntanglesContributor

asked in Freshdesk

Please Suggest best combination/usage of parent child and shared ownership

Hi,Please suggest how to implement the below use case in freshdesk in the best possible way?Customer mails the issue to customer support and ticket gets assigned to GroupA GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupBGroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC. At this point of time, GroupA and GroupB needs to have a view of this ticket.I find the use case of shared ownership very limiting and restricting.Moreover, it is not possible to create a child ticket of a child ticket.Please suggest the best way around?

6 days ago

Csaba9923Apprentice

asked in Freshdesk

How to add image to e-mail signature

Hello!I want to add our logo to our e-mail signature, but if I upload the image to imgur for example, and I paste the link to the Signature section, only an image icon will appear.How could I upload image to our e-mail signature correctly?Thanks,Csaba

2 months ago

JaapbgSkilled Expert

asked in Freshdesk

Hide agent name from portal ticket list snippet

I was able to hide the agent name from the ticket details with;jQuery('#ticket-field-agent').hide();And some other fields like this; var SupportForm = ['helpdesk_ticket_priority'] SupportForm.map(function(field_id){ jQuery('#'+field_id).parents('.controls ').remove(); })However the agent name is still showing to our customers in the ticket list view on the portal.{% snippet ticket_list %} The agent name doesn’t have a field id or it’s own div here, I could hide the whole help-text line but that would also remove the created by and created date information from the list view.I need to only hide the agent nameHow can I achieve this?

1 year ago

support_14013Contributor

posted in Freshdesk

Noticed today that Ticket titles are all showing in Bold text.

Noticed today that Ticket titles are all showing in Bold text. Where as before only new/unassigned tickets were in bold. Is this a recent update/change, can it be changed?Any one else the same?

4 years ago

richard_17334Apprentice

posted in Freshdesk

Users in multiple companies and hierachical company structures

HiI am trying to figure out two things: 1. Can Freshdesk organize companies hierachically? So that one master company has mutliple branches connected to them.2. Can one user belong to multiple companies? I mean the exact user in the database, not a copy with the same name.

9 months ago

IainLContributor

asked in Freshdesk

Unable to paste images in Chrome or Firefox

I am unable to paste images into tickets at the moment. This was working yesterday and is not working today.When I paste an image I receive the error message:“Image cannot be loaded from the passed link.” I have tried incognito browser in Chrome and Firefox. This issue appears similar to this previous issue from 10 months ago:

10 months ago

edreuxApprentice

posted in Freshdesk

Problem with SEO

We have moved our articles from our own forum (ie http://www.cloudiway.com/forum) to freshdesk (with a CNAME support.cloudiway.com).This was about one month ago.Now, we have completely disappeared from Google where we used to be in the first page for a lot of searches.Do you know what's happening, and a good way to improve the results?

5 years ago

thomaseApprentice

posted in Freshdesk

Slow ticket emails

I am new to freshdesk and I like what I see.   However today I am noticing about a 2.5 hour delay in sending emails out of freshdesk.   Ie, If I send a reply to a ticket in freshdesk it took 2.5 hours to arrive.   That is very concerning to me because it affects my response times to customers.   We are using freshdesk for presales questions and response times are critical.Anybody else having slow email delivery?    Is this a common issue for freshdesk?Thanks in advance,Thomas

5 years ago

yasaswini.balasubramaniamApprentice

posted in Freshdesk

Pipedrive Integration

This integration pulls up all relevant information about the customer from Pipedrive CRM when handling their tickets, making it easier for agents to understand every customer and the problems they are dealing with. The Pipedrive integration displays contact details like Name, Email-id, Phone numbers, and recent activities right next to the ticket view. If contacts are not available in Pipedrive, they can be added from Freshdesk. To install this plugin: Download the zip file Unzip and open the .txt file containing the plug code Sign up for Pipedrive and replace the “api_key” in the code with the one you receive* Copy the code In Freshdesk, Go to Admin -> Integrations -> New Freshplug Title it “Pipedrive” and copy the code in the “Script” field Make sure “Show this widget in ticket view page” is selected Click on “Create and Enable” *API tokens can also be obtained by going to Settings->Personal->API in your Pipedrive account.

7 years ago

marc.turnerContributor

posted in Freshdesk

Comments include full comment history

When replying to a ticket the previous comments are appended to EVERY comment - This makes the print function practically useless.Are customers also receiving the full conversion on every comment notification.

5 years ago

webadminApprentice

posted in Freshdesk

Multiple Products Portal URL

I'm confused about the URL requirement in setting up multiple products. If I do not own or have the domain rights to productA.com am limited in the title name of the product? I wish to have the title different from what the domain name has to be then its seems very restrictive. Or am I confused about what the Portal URL has to or can be?The message " Before using this field please ensure that you have created a CNAME DNS record in your DNS Zone file to point help.producta.com to mywebsite.freshdesk.com. Your Webmaster or Server administrator should be able to help you set this up correctly" indicated that the domain name has to be producta.com, but the product name may not necessarily have a domain name associated with.For example if I was to make a product called Big Mac, but do no own bigmac.com then what option do I have to set up a specific portal page?Please adivse

9 years ago

viniciusContributor

posted in Freshdesk

agent name no showing in replies via personal email

When I reply to a notification email from the system, the customer receives a message from the system default name.It seems this feature is not working alongside with the "Use Agent names for Personalized Email Replies" feature.It is a bit weird for the customer to receive different email sender's names from the same agent...

6 years ago

swaroopApprentice

posted in Freshdesk

SSL breaks for any custom image

Note: Picked the wrong category, should be in problems.Hi,I was able to reproduce when your SSL breaks. Every page that includes a custom image (profile,logo/favicon), the image is being served from a non-SSL domain:http://cdn.freshdesk.com/data/helpdesk/attachments/...From what I see, you are using S3 for your CDN. Forcing HTTPS itself on the URL won't work:https://cdn.freshdesk.com/data/helpdesk/attachments/...This is because S3 does not serve a certificate unless you are using their subdomain. I would recommend using the following URL:https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/...Please fix this so we can use SSL on our helpdesks without the warnings.Thanks,SwaroopP.S. Nice bumping into you guys at Disrupt again. Expect more bug reports as I start using Freshdesk fulltime ;)

9 years ago

jimfApprentice

posted in Freshdesk

Copy & Paste Issue

If you are responding to or creating a new ticket, you cannot copy and paste any content from a website or email without the "Description" field duplicating itself. For example if I copy a link from my outlook email and paste it in the description field on freshdesk, a new description field appears below the original one. I assume it is doing this because it doesn't like the hidden characters being copied over, since I can copy and paste fine from notepad which strips hidden html entities. I've attached a screenshot. Using Firefox 19.0.2.

9 years ago

tom.boothroydApprentice

posted in Freshdesk

Is it possible to insert a footer?

Is it possible to add in links along the bottom bar? Where it says "Help Desk Software by Freshdesk" - it would be great to have the abilty to add in some extra links along here.Primarily my reasons are I am adding legal specific advice to my solutions section and I need to add in a link to "terms of use" to state "all information is intended as a general guide and should not be relied upon as fact..." etc etc. It would also be great to link back to our main website along there and our privacy policy etc.

5 years ago

lkkozlowskiApprentice

posted in Freshdesk

Lack of "Ticket response time" in exported data

Hello,In Ticket->Export csv file there is "Ticket resolution time" and "Ticket close time" but I can't find "Ticket first response time". It's needed to analyze in how many cases you exceeded "First respond" SLA.Is it possible to export it somehow or it's not aviliable at the moment?If not - will it be added? Regards,Lukasz

5 years ago

escallinContributor

posted in Freshdesk

Forward to kbase not working

When I "Forward" a ticket to the Solutions folder, it does not work. However, if I "Reply" and add the the kbase address as a CC, then it does show up in the drafts folder. Why does "forward" not work? Here is what does not work:1) In a ticket, click on "Forward"2) Enter kbase@mycompany.freshdesk.com in the "To" field3) Click on the "Forward" button below the message. Here is what does work:1) In a ticket, click on "Reply"2) Click on "Add Cc"3) Enter kbase@mycomany.freshdesk.com in the "Cc" field4) Click "Send" button below the message I need the forwarding to work also.

6 years ago

johanApprentice

posted in Freshdesk

How are 'First Contact Resolution' and 'Average First Response Time' defined?

I like to know the EXACT definition of a 'First Contact Resolution' and 'Average First Response Time'.

6 years ago

zachContributor

posted in Freshdesk

Cc'd email addresses aren't parsed correctly.

There is a bug with the "reply" functionality that's really annoying. Here's how you reproduce: Hit the "Reply" button in a Ticket Paste the following text into the cc box:"User, Test" <user@domain.com> Move the cursor out of the cc box --> You'll see the cc'd email address as two separate recipients I posted a similar bug 8 months ago (https://support.freshdesk.com/support/discussions/topics/17312/page/last#post-34648) but it still hasn't been fixed.

5 years ago

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