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3967 Topics

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Apprentice
mvaneijgenApprentice
posted in Freshdesk

Custom app load CSS/JS globally not scoped within an iframe (which the example app does)

Lets say I want to modify something on the ticket page I've found the app location docs (https://developers.freshdesk.com/v2/docs/app-locations/#ticket_details_page), but this seems to render only apps that are contained to their container and I want it to spil out of the container to modify something or the freshdesk UI For example the `.ticket-actions-container` which is on top of a tickets and shows some actions when you hover over it. I've made a screencast to eplain what I want to do. (if there is a setting for this in freshdesk I don't want to know it, this is just an example. I want to create an custom app that modifies the behaviour of freshdesk to my liking)TL;DR How do I create an app that loads custom css in the Freshdesk UI `.ticket-details__item .ticket-actions-container { opacity: 1}`

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M
Apprentice
3 years ago
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Apprentice
rclarkeApprentice
posted in Freshdesk

Can't see "Customer responded" badge under state on tickets that are "Closed" or "Resolved"

I have reviewed the knowledge base and have not been able to find an answer.Here is the scenario:I have had customer respond but the blue badge of "Customer responded" does not appear beside a closed or resolved ticket. There are times that I don't want a ticket to reopen, but I do need to see that there was a response.Also is there any way to sort on so that I can group on tickets where the Customer has responded and the badge is available.Thanks,Ryan Clarke

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Contributor
3 years ago
M
Apprentice
mvaneijgenApprentice
posted in Freshdesk

How to load CSS/JS on the ticket page to modify the interface

Lets say I want to modify something on the ticket page I've found the app location docs (https://developers.freshdesk.com/v2/docs/app-locations/#ticket_details_page), but this seems to render only apps that are contained to their container and I want it to spil out of the container to modify something or the freshdesk UI For example the `.ticket-actions-container` which is on top of a tickets and shows some actions when you hover over it. I've made a screencast to eplain what I want to do. (if there is a setting for this in freshdesk I don't want to know it, this is just an example. I want to create an custom app that modifies the behaviour of freshdesk to my liking)TL;DR How do I create an app that loads custom css in the Freshdesk UI `.ticket-details__item .ticket-actions-container { opacity: 1}`

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M
Apprentice
3 years ago
M
Apprentice
mvaneijgenApprentice
posted in Freshdesk

Just installed the SDK and Chrome extension (both latest version) SDK and extension are not compatible. Please Update.

And i get the following error while SDK and extension are not compatible. Please Update.I'm on the latest version of chrome SDK Installed: 5.2.6 Already Up to Date..!Allowed scriptsExtn. Version: 3.0.0I'm at url ?dev=truefdk run is running

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M
Apprentice
3 years ago
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Contributor
eiren.smithContributor
posted in Freshdesk

Leaving Freshdesk. Advice on the best way to notify our customers/users and direct them to our new system?

Leaving Freshdesk. Advice on the best way to notify our customers/users and direct them to our new system?We want to be able to freeze our Freshdesk tickets so users don't modify them once the new system goes live.We want to be able to provide our Freshdesk users with a link to the new system.We want to ensure that e-mails which go back to Freshdesk return to the users with a notice that we're moving (and with a link to the new service).Has anybody been through this before? Can you please offer some advice?Thanks a lot!

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Contributor
3 years ago
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Contributor
mitchContributor
posted in Freshdesk

sending a outgoing mail with differing html and plain text parts

When using the API fresh desk automatically strips any html out of the description field, to create the description_text field.In our case we need create a description_text field that is different from the description field, and not just a simple conversion of the html.How can this be done?I tried setting description_text field manually via the api, but errors out saying that is not a valid field.I also tried manually sending in the text part as a mime part, but I don't see any way to do this without causing it to be full on attachment. 

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Contributor
3 years ago
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Contributor
derek_18674Contributor
posted in Freshdesk

Logged out to customer portal

Hello,I am currently having an issue with my FreshDesk Login. When logging into the agent side of things I am logged out and taken to our client support portal for re-logging in. This continues to happen with only my login, no other agents are having this issue. I can see help desk tickets for about 30 seconds before logged out and taken to the client portal for our company.Thank you for your time,

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Community Debut
3 years ago
M
Apprentice
morelandApprentice
posted in Freshdesk

Rotate images in solution editor

When I insert an image into a solution, Freshdesk seems to want to force the long dimension of the image to the horizontal axis. So if I have an image with a vertical aspect ratio, it appears sideways. I have no choice other than to crop my pictures to fix the aspect ratio, which allows them to display correctly. However, this is time-consuming and unnecessary.Is there a way to rotate images in the solution editor? If not, I would like to suggest it as a feature.

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M
Apprentice
3 years ago
D
Apprentice
daniel.osbornApprentice
posted in Freshdesk

Exporting/importing articles for translation

Currently evaluating how Freshdesk works and looking at translations for solutions articles. I'd like to have a proper workflow around translations, using an external tool. This would involve either connecting the external tool to Freshdesk or exporting articles in the master language so they can be translated, then reimporting the translated files. Is this possible?At the moment, I can see two apps aimed at translations: Localise, which looks like a proxy solution - the translations are part of their system and not in Freshdesk; and OneSky, which looks more like what I'm looking for, but it's not clear.Our current tool is Transifex, which also claims to integrate with Freshdesk but offers a proxy solution for this rather than using the functionality of Freshdesk. Transifex would also support standard translation of a file.My questions: how does the OneSky integration work? Is it possible to import/export articles for translation? 

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Community Debut
3 years ago
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Apprentice
ayanna.crossApprentice
posted in Freshdesk

Entering in test case results

I am looking for a way to capture manual testing results. I can enter the test data but not the result. Please help. 

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Community Debut
3 years ago
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Apprentice
it_19945Apprentice
posted in Freshdesk

New Ticket upon external sent email

Hello, we are currently sending a lot of emails manually using FD's "new email" function which triggers the creation of a new ticket.  We would like speed up the whole process, and we have almost all things covered except for triggering the new ticket from an external sent email.  Is there, by any chance a built-in process to do it? We also use Zapier but for now we would be able to trigger it only from a received email.  Thanks in advance, Renato

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Apprentice
3 years ago
S
Apprentice
smeApprentice
posted in Freshdesk

Reply to private note to a third party via API

Hello,I would like to know if there is any way to send note to a third party (contact, external email).I have tryed this following request but got an error : { "body": "Hello :) ", "notify_emails": ["myman.external@foodomain.com"], "user_id": 123456789 } And the error : { "description": "Validation failed", "errors": [ { "field": "notify_emails", "message": "Accepts only emails of agents", "code": "invalid_value" } ] }to the endpoint "https://domain.freshdesk.com/api/v2/tickets/1000000/notes" method "POST". Why i need to do this ? It's because i would like to respond to a forward's response. I have forwarded the ticket "1000000" to a non-agent email (so an "external"), that external has responded to the forwarded mail, so in Freshdesk this was translated into an internal note. And finaly i would like to respond to that external using Freshdesk API. But when i'm trying to add note and specify his email adress in

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Apprentice
3 years ago
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Apprentice
travishameraApprentice
posted in Freshdesk

Getting assigned agent for a ticket

Trying to understand the API.  If I want to view a ticket via api, am I understanding correctly that I am going to need to query the the ticket to get a responder id and then run a second call to the agents endpoint to get the assigned agent?  Seems like an unnecessary extra call when we just want to show users tickets on an internal portal with basic info such as the name of who is assigned.

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Community Debut
3 years ago
S
Apprentice
smeApprentice
posted in Freshdesk

Is it possible to Merge tickets via API ?

Hello, i would like to know if it's currently possible to merge tickets via api calls ?I didn't find anything about merging tickets via API calls in the api docs. But as i know there is some functionnalities (like Forward via API , add/remove watchers and so) that are available but not mentionned in the api doc. So i hope that's the case here.Thanks.

1
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Apprentice
3 years ago
P
Apprentice
paul.mutisyaApprentice
posted in Freshdesk

False Unassigned Ticket

Kindly assist:my helpdesk showing one unassigned ticket but once i open nothing to show

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Contributor
3 years ago
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Contributor
craig_14155Contributor
posted in Freshdesk

Why can't System automated actions include same options as Agent and Requester?

We have several Resolved and Closed tickets that have no value for two of our required fields when the ticket is resolved because the system resolved the ticket rather than a human: Agent or Requester. I wanted to create a rule for Ticket Updates (Status changes from anything to Resolved) that prevents the System from Resolving a ticket if there is a field that requires a value on Resolution but the list of Actions for System is not the same as for Agent/Requester. And add a Note alerting the agent about this and set Status to Open.System's Action options:Agent/Requester Action options:I would think that the required on resolve rule for the field would be honored for System actions by default but they are not. Does anyone have a workaround?Is Freshdesk going to address this?

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Contributor
3 years ago
K
Apprentice
kaseyApprentice
posted in Freshdesk

can we have a SENT MESSAGES box added to fresdesk

is there a SENT MESSAGES box in freshdesk yet? it would be much easier to have a sent messages box where you can see all of your most recent sent messages, versus scrolling through all closed tickets to locate the one you're looking for, also helps to view most recent messages sent out so you can view other employee's most recent work without knowing which messages were in the inbox from which contacts. 

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Contributor
3 years ago
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Contributor
w.terharmselContributor
posted in Freshdesk

Filter not working correctly

We have 2 different products (Typical Manager and BeeFinity) and want to separate the tickets from each other. Now I have done that: <div class="c-wrapper"> <section class="content min-height-on-desktop rounded-6 ticket-page"> <div class="start-topic"> <a class="make-new-ticket" href="/en/support/tickets/new">New ticket</a> </div> <div class="ticket-toolbar pull-right start-topic"> <a class="hide" data-submit-label="{% translate portal.tickets.submit_export %}" data-target="#export-modal" href="{{%20portal.ticket_export_url%20}}" id="ticket-export-button" rel="freshdialog" title="{% translate portal.tickets.export_ticket_data %}">{% translate portal.tickets.export %}</a> {% if portal.facebook_portal %} <a class="btn btn-primary index_new_ticket" href="{{%20portal.new_ticket_url%20}}" id="new_support_ticket">{% translate facebook_tab.portal.new

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Contributor
3 years ago
E
Apprentice
ebranding.esApprentice
posted in Freshdesk

Verification code forwarding gmail account

Hi,I`m trying to forward my gmail account but Google ask my for a verification code that it has been sent to email freshdesk account.I believe this code has to arrive me as a ticket but it don't do. I have check spam and every tickets but there isn't nothing.Attached a capture with an image of gmail configuration page; where i have to put the verification code.

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Community Debut
3 years ago
M
Apprentice
mail_19922Apprentice
posted in Freshdesk

API Should be able to return full structure of Solutions

Hi,I use the API to integrate the documentation into my app. To load the navigation for the documentation, the requests I need to make can be upto 20 requests on page load.If the API could just provide the full structure in one go e.g.  const solutions = [ { id: 123123, name: "General", folders: [ { id: 347282, name: "Getting Started", articles: [ { id: 11445, name: "Setting up your billing" }, { id: 32545, name: "Adding your personal details" } ] } ] } ] Considering there's a rate limit on your API, and you charge more for requests. It seems a bit odd to be making so many requests for such little information.Will have to move to a different product if this isn't implemented unfortunately. 

0
M
Apprentice
3 years ago
M
Contributor
mitchContributor
posted in Freshdesk

How to create a ticket with HTML and plain-text parts

Could I have a simple example of the CURL command needed to post a simple ticket that has an html body, AND a somewhat different plain text part?The examples given seem a bit broken.

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Contributor
3 years ago
M
Contributor
mitchContributor
posted in Freshdesk

migrating tickets to freshdesk need to set references and in-reply-to fields

Title says it all.We are migrating our tickets to freshdesk, and I am hoping there is some way to set the "references" and "in-reply-to" fields so that if customers reply to a migrated ticket it will be threaded correctly.or any other ideas as to how to solve this.To be specific lets say customer has a conversation going, and that conversation is now imported to freshdesk by our migration tool.How can we get it so that future replies from that customer will be added to the conversation.   This is normally done by using the In-Reply-To and References meta tags, which I assume are stored someplace in the fresh desk database.

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Contributor
3 years ago
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Apprentice
priscillaApprentice
posted in Freshdesk

How can I customize my email signature?

How can I customize my email signature? I thought I already did this but cannot return to the place I once found to edit it again.Not worried about forum signatures. Just want to edit Freshdesk signatures that go to my tickets and replies.PS: there is no forum type for "questions," so I will choose "Report Problems." Which I wouldn't normally call this a problem.Thanks.

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Contributor
3 years ago
R
Apprentice
rob_19217Apprentice
posted in Freshdesk

Retrieve deleted time entries from API

G'day!I'm wondering if it's possible to get a list of the deleted time entries?I'm trying to get a list of the active time entries into a MySQL db for a live report, but at the moment I have to call all time entries and then work out what's missing.Is this possible?Thanks,Rob

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R
Apprentice
3 years ago
A
Apprentice
andrea.lopezApprentice
posted in Freshdesk

How to load data from a customer already registered in a new ticket using an api

Hi. I would like to know if it is possible to create integration where I can load the data of a customer already registered in the new ticket section just by inserting a field by connecting an api to another external application

1
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Skilled Expert
3 years ago

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