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Freshdesk

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  • 3,956 Topics
  • 10,428 Replies

3956 Topics

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Contributor
adam_18603Contributor
posted in Freshdesk

How do you deal with old contacts whilst retaining ticket history?

Hi All,I'm curious to know how you deal with old contacts who have since left their respective businesses (your customer), but you'd still like to keep history?I would like to:1) Remove old contacts, so they do not display under the company.2) Retain ticket history in some way, we do not want to lose the history of emails and conversations that took place, as what was referenced may well still be valid/need to be retained.Has anyone found a workflow that helps support this? It's although you need to have an Active / Inactive Status for each contact, by default only showing Active contacts in Company View. Many Thanks!Adam. 

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Community Debut
1 year ago
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Apprentice
huguesApprentice
posted in Freshdesk

Filters

Hi,Is it possible to add filters in viewing mode? The use case is that a FreshDesk supervisor wants to create one report that is available for 2 teamleaders.The teamleaders can view the overall results of both teams and should be able to filter on groupname, agent name and creation date, but shouldn't have access to modify the report.Is it possible to grant filters in viewing mode?Thx for your suport

0
H
Apprentice
2 years ago
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Contributor
wadeContributor
posted in Freshdesk

Serverless Logging

Does this work,  I always get:There was an error while trying to fetch the logs. Please try again later.Any ideas?

4
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Community Debut
4 years ago
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Apprentice
russell.armstrongApprentice
posted in Freshdesk

API Access for Migrating to FreshDes

Hi All,I'm trying to migrate one of our subscriptions from Zendesk to Freshdesk to resolve a requirements around ticket time management. We have enabled a new API for the migration and attempted to connect from the Freshdesk platform which is successful. Unfortunately, despite best efforts the sync will not work and i'm prompted with Access Denied each time i attempt to import our existing Zendesk tickets into Freshdesk.I am unable to get any support from Zendesk directly here and would appreciate some assistance if anyone can help.We have a Support Essentials license on Zendesk currently which appears to have access to the API and have also recreated new API keys for testing.Thanks in advanceRussell

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aravind.sundararajan
Skilled Expert
5 years ago
Z
Contributor
zixiaContributor
posted in Freshdesk

Create ticket with attachment using Google Apps Script problem.

Hello, I try to use google apps script to create ticket with attachments via API.We have no google app script sample code with attachment yet.I tried the following code, but it seems always return error by /helpdesk/tickets.json api.how to do this right? (post a attachment in google app script with UrlFetchApp)function createFreshdeskTicketWithAttachments() { var API_KEY = PropertiesService.getScriptProperties().getProperty('FreshDeskApiKey') if (!API_KEY) throw new Error('FreshDeskApiKey not found in script properties.') var ENDPOINT = Utilities.formatString('https://%s.freshdesk.com', 'zixia') var headers = { 'Authorization': 'Basic ' + Utilities.base64Encode(API_KEY + ':X') , 'Content-type': 'application/json' //'Content-type': 'multipart/form-data' }; var response = UrlFetchApp.fetch("https://circleci.com/gh/AKAMobi/ucapp/tree/master.svg?style=svg") var fileBlob = response.getBlob() Logger.log("%s:%s" , response.getR

0
Z
Contributor
7 years ago
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Apprentice
t.verversApprentice
posted in Freshdesk

Recover deleted users

Hi Guys, I used the following method to delete a user: https://freshdesk.com/api#delete_user Is there a way to recover this user? I can't seem to re-active this user and can't create a new one cause "The email adres is already in user". Cheers, Tim

1
R
Contributor
6 years ago
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Contributor
facebook_18807Contributor
posted in Freshdesk

Table view does not fit whole screen on a 4K monitor

using a 4k monitor the "table view" does not fit the width of the screenit has a fixed width and scroll bars at the bottom of the pageAbout 50% of my screen is gray with a border down each side  I have to scroll to the bottom of the page to find the scroll bar  to move left and right to see the columns.all columns should fit on my screen and the 50% of space down each side should be used Using Chrome 

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Community Debut
2 years ago
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Contributor
gregoryContributor
posted in Freshdesk

Fowarding emails sent to my email address to freshbooks as a ticket

Hi there Further to https://support.freshdesk.com/support/discussions/topics/41345 I have tried the solution in the above topic but it isn't working - should I delete my email signature that automatically gets added to my forwarded emails? Is it possible for me to CC the email address that should be forwarded to create a ticket with the original sender as the requester? Thank you.

7
Keer
Community Debut
1 year ago
Z
Contributor
zain.textpressContributor
posted in Freshdesk

Observer is not found

i am trying to set a rule for web hook observer but i cant find Observer in the Admin > Helpdesk Productivity > Observer. section, Right now i have the trail account for the integration, Please guide me how can i set the rules for web hook integration

7
aravind.sundararajan
Skilled Expert
4 years ago
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Apprentice
paulboneApprentice
posted in Freshdesk

Creation a new portal

Hi Support, Initially i was trying to log a ticket but i cannot log a ticket via your site so i will do it this way.I have to set up anew customer portal on our site ( https://mclachlanlister.freshdesk.com ) and it has been a while since i did the first two so i was wondering if there was a set of instructions to follow ? I know i need a DNS entry but i am unsure on the format ? i also know i need to set up an email and have ti forwarded to @mclachlanlister.freshdesk.com But just not 100% sure on the process to make sure i get it all correct.Help please thanksPaul

4
aravind.sundararajan
Skilled Expert
5 years ago
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Contributor
bmercerContributor
posted in Freshdesk

Anyone else having problems with the search function?

My users are reporting that the search function is frequently slow and unresponsive, which is hurting their productivity. Are others having similar problems?

6
anirudh.narasimhan
Contributor
6 years ago
A
Apprentice
adalviApprentice
posted in Freshdesk

How to whitelist a contact

Hello - we are not able to get tickets created because Freshdesk won't whitelist a contact with email address noreply@r...comI have logged a couple of tickets with Freshdesk but I am not getting a response. Does anyone have a workaround?

1
annapoorna.venketaraman
8 years ago
M
Apprentice
magnus.anderssonApprentice
posted in Freshdesk

Ticket view show time

Is it possible to show time when the case came in under the show all ticket page ?

3
aravind.sundararajan
Skilled Expert
4 years ago
D
Apprentice
dhaddadApprentice
posted in Freshdesk

Freshsales - SDK API Lead/Contact Details Object?

I'm trying to call out to an external API to return some details about a contact/lead into freshsales from within the freshsales app SDKWhen I fire some event like: client.data.get("lead").then (); I see that the leadID for the current lead is returned; however I need to grab some other data from the lead (phone number, email, name) to be able to correlate it with a value on premise.Is there a simple/easy way to grab additional data about the lead, or do i have to call out to the freshsales API pass in the lead ID, grab the data i need, then call out to my API? 

1
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Community Debut
4 years ago
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Apprentice
developer1Apprentice
posted in Freshdesk

Observer vs. Dispatch'r

 Hi,I have gone through quite a lot of documentation. I noticed two different triggers called Observer and Dispatch'r. What exactly is the difference between the two? Also, why is there a need for these two separate concepts. I saw a post in the community forums that suggested unifying the two.Thanks,Ashish

4
K
Contributor
3 years ago
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Contributor
tazContributor
posted in Freshdesk

Freshdesk Alternative! Issues that makes you start looking for one.

So Freshdesk has gone from being a company with a great product and support to what seems like a company trying to do too many things at once and doing none of them amazingly.I have started keeping track of the things that piss me off the most all of which I have spoken to FD agents about in the last 12-24 months.- The shortcut to send a ticket (Command + Enter for me) adds a ‘paragraph’/works as a normal enter when closing a ticket so can add weird spacing if you’re not precise where you leave the cursor- The old integrated chat was awesome. Freshchat is shit. I have to set it to give me email notifications because my email client lets me know someone is there better than FD or FC does. As above I have spent time trying to work through this with a FD agent who was helpful, but not to the point that there is no issue for something that should be basic. Just me?- The cursor jumps to the start of the ticket after you have begun typing. This also can cause words to be selected that can’t

1
T
Contributor
3 years ago
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Apprentice
colin_13415Apprentice
posted in Freshdesk

Tickets API: get only tickets modified after XYZ timestamp

Hello,I'm integrating Freshdesk into our BSS. We need to record that customer had issue, and link to Freshdesk from BSS.Using API, I want to fetch only tickets that have been modified after XYZ timestamp.(Only need to scan tickets that have changed).Currently we fetch ALL tickets, and filter on our server. But this is wasteful (and we hope to have many tickets, at which point, this strategy will no longer work).I have tried the following LAST_CHECK = "2016-01-01T00:00:00-04:00" "https://domain.freshdesk.com/helpdesk/tickets.json?query=" + URI.escape("updated_at > {LAST_CHECK}" "https://domain.freshdesk.com/helpdesk/tickets.json?query=" + URI.escape("updated_at is_greater_than {LAST_CHECK}"Though LAST_CHECK is 14 months in the future, this call just gives me all tickets.I have tried other date formats, but cannot find one that works.How do I get only tickets that have changed after XYZ date?Thanks!

1
R
Contributor
7 years ago
A
Contributor
ajohnsonContributor
posted in Freshdesk

Passing login credentials to FD through a URL web link

I want to leverage the Knowledgebase for FD in my application.  I was thinking about having a link on my webpage that pointed to the KB article for the page in question.My challenge is I don't want to have the KB articles public, so I need to have users login.Is it possible to embed the login credentials (say the are generic) to the URL so when the user clicks on it, they are directed and logged in?Any clarification on options or assistance would be most appreciated.  Thanks!

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3 years ago
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Apprentice
freitas_fabioApprentice
posted in Freshdesk

Can i update a ticket "reply_cc_mails"?

When i try to update a ticket sending an array of emails for "reply_cc_emails" index it returns "errors:[{field: "reply_cc_emails", message: "Unexpected/invalid field in request", code: "invalid_field"}]"I would like to know if it's possible by API.Thanks,

1
aravind.sundararajan
Skilled Expert
6 years ago
Z
Contributor
zain.textpressContributor
posted in Freshdesk

Push Notification on ticket response by Agent

Hi Team,I am developing an app with react-native and fresh desk API, I want to ask if there is any way to get a notification on the app(mobile) from Fresh desk so the user may know that his/her ticket is replied by the agent 

2
aravind.sundararajan
Skilled Expert
4 years ago
O
Contributor
onlinebiblesupportContributor
posted in Freshdesk

Cannot scroll on iOS with Mint

We have now found that on an iPhone or iPad we cannot scroll on a page. This is the case when using several different browsers. We therefore assume customers with iOS devices cannot read our KB properly. Do others have this same issue? It works fine on Android.  

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Community Debut
3 years ago
M
Apprentice
max_19784Apprentice
posted in Freshdesk

No notifications

Hi,I am not receiving notifications for new/changes tickets in Freshdesk. My colleague is receiving them, however. There have been no changes made. Could someone help?ThanksMax

5
V
Community Debut
2 years ago
H
Apprentice
haroutApprentice
posted in Freshdesk

Allow pdf pop-up in sandboxed iframe

iFrame that custom app lives inside of is sandboxed. When trying to open a pdf link inside of the custom app, the pdf tries to open in a new tab but does not display anything, due to Chrome's pdf plugin not being allowed due to sandbox attributes of FreshDesk custom app's iframe.Is it possible to get reference to the iframe from within the custom app and set allow-popups-to-escape-sandbox attribute? If not is there another work-around that will allow opening a pdf link from a custom app?

0
H
Apprentice
4 years ago
K
Apprentice
kostastestisApprentice
posted in Freshdesk

Disable agent e-mail notifications on Sprout

Hi!I am trying to disable agents' email notifications (Ticket Assigned to Group,Ticket Assigned to Agent & Requester Replies to Ticket) in the page:Admin -> E-mail Notifications -> Agent Notificationsbut when I leave the page and get back it´s always on again.The same problem as the you can see in the following old ticket:https://support.freshdesk.com/support/discussions/topics/315740I tried to delete browser cache/cookies but nothing changed...I tried it on two different machines/browsers and I got the same problem, so it's not a cache/cookies thing..Any help would be very much appreciated!Thank you!

2
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Community Debut
2 years ago
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Apprentice
eza1627Apprentice
posted in Freshdesk

change sub Domain

 Hello,I want to change my support url from https://getplatformdev.freshdesk.com to https://gethotel.freshdesk.com I'm not able to find out how. Can you help me please,Regards

0
E
Apprentice
3 years ago

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