Visit Freshworks.com Visit Freshworks

Freshdesk

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

  • 3,504 Topics
  • 9,175 Replies

3504 Topics

G
Apprentice
greg.spanner_16332Apprentice
posted in Freshdesk

Retiring a Category

Hi,Is there a way to retire a Category so it is not available for selection but is still there for historical reporting?In our Freshdesk instance we have a ticket field called Category which we link to sub-categories and can get granular information from the tickets we have logged by our users. This year I decided to expand on a sub-category and make this a primary category in it's own right with deeper sub-categories for example:Initial SetupCategory       Sub CategoryApplication     Phenix2019 SetupCategory       Sub CategoryPhenix            Sub-Category 1, Sub-Category 2 etc.Despite instruction, some of my agents are still using the Category from the initial setup so is there any way I can delete that and NOT affect any historical tickets that have this as their Category? Thanks,

1
G
Apprentice
3 years ago
L
Contributor
len.smithContributor
posted in Freshdesk

Activating Contacts after Migration

Do you know how we handle activating Contacts who we are migrating over from another solution?  I assume that an activation link needs to be send to them.  Does this happen automatically?  If not, is there a way to make this happen by other means?

0
L
Contributor
3 years ago
C
Apprentice
christophApprentice
posted in Freshdesk

How to block a customer without marking as spam?

Hi,Is there a possibility to block an abusive customer (so that he cannot submit new tickets or reply to or re-open existing tickets) without deleting the existing tickets/threads? We would like to keep the conversation for our documentation.Or is the only way to print it and then mark it as spam? Will the spam be accessible in future and not be deleted?Thanks!

2
C
Apprentice
3 years ago
J
Apprentice
j.gallantApprentice
posted in Freshdesk

Fresh Caller

How is everyone handling a client in a pending queue when it's close to the end of the business day. For example, if we are open from 0730 to 1600hrs EST and a client enters the queue near the end of the day, if we don't have an agent availble to stay beyond the 1600hrs, what are you guys doing with that client? 

0
J
Apprentice
3 years ago
F
Contributor
freshdesk_18321Contributor
posted in Freshdesk

Size and position of modal dialogs

Is it possible to set the position and size of the modal form and dialog boxes?Looking at https://developers.freshdesk.com/v2/docs/interface-api/ there is no reference to being able to define the position or size of modal forms.Or do developers have to abandon using the interface API and develop their own solution based on iframes?

1
S
Community Debut
3 years ago
I
Contributor
info_17028Contributor
posted in Freshdesk

Mint: How to subscribe to an external event from the app.js

I am a newbie and i am trying to create our CTI app for Freshdesk Mint. Right now my problem is that i want to open the CTI sidebar when an external event comes in but i don't know to what event i must subscribe in the app.js. I can open the CTI in the app.activated event but what I want is something like this:app.js$(document).ready(function () {    app.initialized()            .then(function (_client) {                var client = _client;                var eventCallback = function (event) {                    client.interface.trigger('show', {id: 'softphone'});                };                client.events.on("myExternalEvent", eventCallback);            });});Besides I have registered in the server.js a callback url (in OnAppInstallation) and i have created the handler function for the external event (OnExternalEvent) following the same procedure that in the external_events_app but i don't now how to follow in order to open the CTI sidebar.

6
I
Contributor
3 years ago
P
Contributor
pankaj.eciictContributor
posted in Freshdesk

Calling discussions API using contact's credential NOT AGENT\ADMIN credential

Hello,I am trying to implement forums in my app but when I tried calling APIs like creating a topic, commenting on a topic using a contact's credentials I get "invalid_login" error.It seems that the current API infra doesn't support API call using a contact's credential and only an agent and admin credentials can be used to call these APIs.If that is the case, then how would a contact create a topic or comment to an existing topic because there are no parameters in the discussions API that takes user_id.Thanks,Pankaj

1
P
Contributor
3 years ago
A
Apprentice
arielcApprentice
posted in Freshdesk

domain mapping not working

We are trying to map our domain and are having trouble with this. Please help. 

0
A
Apprentice
3 years ago
N
Apprentice
nvillalobosApprentice
posted in Freshdesk

I have a problem with the jira priority field.

I need that when the task is created in the Jira this takes or passes the value of the priority of the ticket at the time of creation or that I have the opportunity to select it to create the task, currently only asks me the name of the project, type of task, name who will be assigned and nothing more, I need to ask me the priority too, what should I do to make this happen as I wish.

0
N
Apprentice
3 years ago
R
Apprentice
ray_18487Apprentice
posted in Freshdesk

Ticket Closure Automation

 Hello,I understand that for the paid plans one can create a Supervisor rule to automatically close tickets under certain conditions. For the Sprout version, is there an app to install or an API one can access to create the same functionality? Many thanks!

0
R
Apprentice
3 years ago
S
Apprentice
sstrohmayerApprentice
posted in Freshdesk

Billing Support

Does anyone know how to speak to your account representative.I have sent multiple emails.  I called last week and was told my account representative would contact me in five minutes, but I have not heard from anyone.Also when calling it is difficult to hear anyone at the other end of the lineI would really appreciate your help or advice.ThanksSandpr

0
S
Apprentice
3 years ago
E
Contributor
ehymesContributor
posted in Freshdesk

Popular Topics

How are the popular topics determined? Is this by clicks? Date? Comments?

8
S
Contributor
3 years ago
A
Apprentice
adrianApprentice
posted in Freshdesk

mail not arriving to verify

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 advanceA

0
A
Apprentice
3 years ago
E
Apprentice
euApprentice
posted in Freshdesk

Set Custom Fields in FreshWidget

Hello, how are you? I would like to add custom fields to the support widget. Follow the tutorial here: https://support.freshdesk.com/support/solutions/articles/154064-pre-populating-feedback-widget-formBut I did not succeedExample:FreshWidget.init("", {"queryString": "&helpdesk_ticket[requester]=email@email.com&helpdesk_ticket[custom_field][plan_id]=1234&disable[requester]=true&widgetType=popup&formTitle=Ajuda+e+suporte&submitTitle=Enviar&submitThanks=Obrigado+pelo+seu+contato.+%0D%0ANosso+tempo+para+resposta+%C3%A9+de+1+dia+%C3%BAtil.&searchArea=no", "backgroundImage": "https://s3.amazonaws.com/assets.freshdesk.com/widget/help-button.png", "utf8": "✓", "widgetType": "popup", "buttonType": "image", "buttonText": "Suporte", "buttonColor": "white", "buttonBg": "#006063", "alignment": "1", "offset": "-15%", "formHeight": "500px", "responsive": "yes", "url": "https://99.freshdesk.com"});I'm waiting. Thank you.

0
E
Apprentice
3 years ago
J
Apprentice
jarridApprentice
posted in Freshdesk

Problems with Adding Notes or Replying using Mint (FreshChat Widget)

If anyone has issues with being able to type ticket a reply/note, here's the current work around (sorry it's kind of a PITA):The problem occurs when the iFrame for their FreshChat widget loads over top of the page, if you remove the iFrame/widget you can type in the box:Step 1:Right click the "FreshChat" widget within FreshDesk and choose "Inspect": Step 2:Scroll/key up until you see the <iFrame> tags for fc_frame: Step 3:Click, then right click this line and choose "Delete Element": Step 4: Close the developer console and type your response/note.

0
J
Apprentice
3 years ago
M
Apprentice
michael.jellApprentice
posted in Freshdesk

Custom App to add Resolve button to top navigation

Hi,I'm fairly new at all this and trying to make a simple custom app to add a "resolve" button to the top navigation - IE when they click the button the "status" value of the ticket is changed to "4" (resolved).After a lot of digging around I've figured out how to get the status of the ticket, but I'm still a little lost as to how I go about setting it to a different value. Can anyone shed some light? This is the code I've got in my app.js so far:  $(document).ready( function() { app.initialized() .then(function(_client) { var client = _client; client.events.on('app.activated', function() { client.data.get('ticket') .then(function(data) { console.log(data.ticket.status); }) console.log("clicked"); }); }); });  

1
M
Apprentice
3 years ago
D
Contributor
dinesh_17521Contributor
posted in Freshdesk

Bug- Search Option Problem

I found a bug in Fresh desk.At top of the screen Search button is not working only at first time it is working.Its makes me too difficult to search the multiple tickets.Every time am reloading the page and searching again for every tickets.Please rectify this issueThank you.

12
D
Contributor
3 years ago
D
Contributor
david.barrettContributor
posted in Freshdesk

MINT UI font

Does anyone else have issues with the font on the ticket view of the MINT UI?We find the subject line particularly bad, it looks ok when Bold but the standard font looks very thin and if you stared at it too long you would pass out.We have also found that the Grouping of Groups and Agents equals not being able to see either properly as they get truncated. Just make the field responsive to the screen size as full screen there is just lots of blank screen and truncated data.Anyone else feeling this is detracting from quite a nice update and the only way to get new features?

21
A
Top Contributor
3 years ago
R
Apprentice
richard_17706Apprentice
posted in Freshdesk

Walk-through product

Hi,I recently saw the walk-through that's attached to Explore You Plan.What product is used to build and manage the walk-through?Is that a freshworks product?Thanks,Richard 

0
R
Apprentice
3 years ago
I
Contributor
ian_18288Contributor
posted in Freshdesk

Oops! Something went wrong error

Hi,Went to reply to a ticket today but i can't send the update as i keep getting this error message.Can someone please help me as i need to get the update sent out to the client.RegardsIan

8
I
Contributor
3 years ago
J
Apprentice
james.sandersApprentice
posted in Freshdesk

Jira field mapping

HiBefore when a developer commented on a ticket and assigned it back to me it used to change the field value from with developer to open, this is no longer happening, any idea why?I thought I would post here rather than raising a ticket so other people can be helped.James 

2
K
Community Debut
3 years ago
B
Contributor
bhakti.patelContributor
posted in Freshdesk

SMI Backend Apps

https://developers.freshdesk.com/v2/docs/server-method-invocation/I created a very simple app using server method invocation and it does not work in FireFox yet it does in Chrome.Also, once published on the live portal, it does not work...Here is the app.js: function invoke() {console.log("test");client.request.invoke("onLoadMethod", options).then(function(alertData) {// data is a json object with requestID and response.// data.response gives the output sent as the second argument in renderData.console.log("server method Request ID is: " + alertData.requestID);console.log("server method response is: " + alertData.response);}).catch(function(err) {// err is a json object with requestID, status and message. console.log("ERROR: " + JSON.stringify(err));console.log("Request ID: " + err.requestID);console.log("error status: " + err.status);console.log("error message: " + err.message);});}//window.addEventListener('load', function() {$( document ).ready(function() {app.initialized().then(fun

2
F
Contributor
3 years ago
K
Apprentice
karen.kernsApprentice
posted in Freshdesk

Bad connections

being told my call is cracking and break up

0
K
Apprentice
3 years ago
A
Apprentice
aryanApprentice
posted in Freshdesk

Tech Issue

Hi Team, Are we having some issues with the system? We are not getting calls and tickets.

1
K
Apprentice
3 years ago
R
Apprentice
ratneshApprentice
posted in Freshdesk

Account Suspended

  We used to have an account smartservsupport.freshdesk.com we stopped using it. Though we would like to reactivate it if possible to check out the new features to see if Freshdesk will be suitable for us. 

1
A
Top Contributor
3 years ago

Badge winners

  • Wizard of Creative Thinking (10)
    vishnu.selvarajhas earned the badge Wizard of Creative Thinking (10)
  • Wizard of Creative Thinking (10)
    sruthi.203has earned the badge Wizard of Creative Thinking (10)
  • Lightening (Mc)Learner
    kenrisdonhas earned the badge Lightening (Mc)Learner
  • Salud, Ideator
    hank747has earned the badge Salud, Ideator
  • Lightening (Mc)Learner
    GeauxTigershas earned the badge Lightening (Mc)Learner
Show all badges
Terms of UseCookie settings