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Our users are having problem with 'Device and app History' permission.This permission was added our permission list on integrating Mobilhelp app in our app.I understand the permission is required for reading debug logs.Can we disable the debug logs and hence remove READ.LOGS permission.ThanksShubham
Hi,I'm using Freshdesk Android App as we use Freshdesk for our tickets. I often receive a lot of notifications which are exactly the same. For the last notification it was 41 times the same message.See in attachement a screenshot from the notifications panel.Do you have any idea where the problem may come from?Best regards,Rodolpheedit: i forgot to precise that i'm using Android 4.4.2 and freshdesk version 1.1.8
We switched our FAQ over to a freshdesk knowledge base and now Google has indexed it.When I search on the topics our FAQ comes up in position 1 still.My question is will I lose a lot of SEO juice by keeping this information on the freshdesk.com domain?Should I change it to support.mydomain.com for SEO purposes?
Is it possible to retrieve the ticket list from a requester including the notes of each ticket? The way I made it was by getting the list and then doing one request for each ticket to get the notes. But that's not very efficient. Could I do something else?I'm having another problem when trying to create a note to a ticket. It is giving me http code 500. The ticket_id should be the display_id or the real ticket_id?Thanks.
Hi just wanted to share some problems we've run into recently and with workarounds (if they exist).*Not able to save changes made in the HTML editor.Workaround: Switch back to WYSIWYG before saving and make sure you are using Chrome for your browser*Near impossible to edit a page as every action takes 1 minute and often there are timeouts.Workaround: This is probably caused by extra <p> p tags added to the end of your page and sofar the only workaround we found is to create a new page.*Extra p-tags added to your HTML which are not possible to deleteWorkaround: No workaround exists as even creating a new page will only help for a certain time. Freshdesk are aware of this and apparently they will try and fix it in their next release.
Hi,I'm attempting to integrate Freshdesk with Sensu as a notification plugin. The integration is seemingly very straighforward, but the create ticket call always returns 302 with a redirect to /helpdesk/tickets.json. I've tried following the guide here: http://freshdesk.com/api#code_samples and using the ruby examples here: https://github.com/freshdesk/fresh-samples/blob/master/Ruby_api_samples/ticket_create_json.rb but it always returns 302 and does not create the ticket. What am I doing wrong?
I have had an URGENT ticket open for almost 24 hours now with no response from the Freshdesk team. My helpdesk has been unable to receive new tickets by email for almost 36 hours now.I haven't even gotten a one line response to confirm that hey are looking into it.Does the Freshdesk team not work on Sundays? They advertise 24/7 support. What is the expected SLA for an initial response to a ticket?
Pull up the requester's campaign details and contact information from Hubspot and see them right next to their contact information in FreshdeskInstructions Download the zip file. Unzip and open the .txt file Replace the API token key in the plug code with Hubspot’s API key (you can get the API key for your account by sending a request to HUnspot team by going to Hubspot menu(top right corner) => integrations => request api(left sidebar) , fill the details and they will reply via email with your account's api-key ) Copy the code from the file Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button Give a Name and Description to this plug for future reference Select the text box “Show this widget in ticket view page” Copy the code from the .txt file here and click the button "create and enable"
We have been trial testing FreshDesk for a week now and we are pretty happy with it. But your forum does not make you shine. The "Announcements" posts are all several years old and are the first things people see...Surely you must have new things to announce since then?In several locations images are also not displayed properly...
Is it possible to list customers filtered by a domain?I would like to check if a company already exists before adding the company again with a slightly different name. For example say I have the following records to add into FreshDesk...1] companyName('Mercer Inc.'), companyDomain('mercer.com')2] companyName('Mercer'), companyDomain('mercer.com')I want to be able to query FreshDesk to see if a company already exists with the company domain of 'mercer.com' - otherwise I am going to have a duplicate company record in Fresh Desk.
Hello,Please let me know how, with an API, to get a list of tickets created or updated between two dates/time.This is because I need to extract, every 5 minutes, a list of tickets created or updated in the last 5 minutes. This is because I have to show some statistics in a dashboard.Thanks and best regards
Presently if I forward an email sent to me personally using my desktop mail client (Thunderbird) to the support email, it converts it into a ticket and correctly puts the correct requester.However, if I use my Android phone to forward the same email to the same address, it will put me as the requester. Obviously the android client is not adding the email in an expected format.To replicate: - * Using an android device, with the built in mail application, forward a mail from an agent email to the support emailExpected results: - * Ticket created with requester set as the original posterWhat happens instead: - * Ticket created with requester set as the agent themselves
Hello all,We are evaluating the Freshdesk product for use within our organization as an internal help desk solution. I have a couple of questions as to the best way for an initial implementation path:1) Is providing people an email address to source tickets the best approach? Or is it more effective to have them login and create tickets?2) Is there anyway to restrict users from entering tickets based on a predefined list? For example, we might want to only allow a subset of our organization's users to enter tickets.Thanks. I'm not sure if this is the best forum to post this question in.
Hi Guys,I did:1) Enabled "SSO" in Admin -> Security tab2) Set "Remote Login URL" for example: http://my_website.com/freshdesk/login3) Saved Security settingsAnd now then I visit my freshdesk namespace http://my_somain.freshdesk.com/support/home and try to login via "Login" link at the top right of the site - its always redirects me to "Remote Login URL" - that's is ok.But how can I login now normally to my account via email and password.I logged out after saving Security settings and now can't access to my account.I tried to research - but not found any way to login.Thanks for any help.
Is it at all possible to use the user's login credentials from our websites to log into our FreshDesk help desks? As it is, it's quite confusing for the customer to register for our website, then register again for the help desk.I found the topic below from some time ago that offers a solution to this problem, but I'm not sure what I'm supposed to do with that github file.https://support.freshdesk.com/support/discussions/topics/6478
Our standard hours of business are 06:30 - 17:00 Mon-Fri. We have an SLA of responding to the customer within 4 hours maximum (low priority) and 30 mins maximum (urgent).If a ticket comes in late Friday afternoon, say 16:30, by the time the agents log back in on Monday morning, this is flagged as Response Due or Overdue, although actually the ticket has only been sitting in the helpdesk for about 30 working minutes. This is not really fair on the agents on Monday mornings!Is there any way to work around this?
Hi,we are writing solutions in markdown, export it to html and copying it to the editors code view. After saving the soluton, the href="xyz"-Tag from out footnote-links were erased.In best case, we wish to have an editor who doesn't change the HTML code we copied at all.Did we something wrong?Here are some screenshots:1. Copy the html-code:2. Save it, then:3. Then click "edit" and the code went away...
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