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Freshdesk

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

  • 3,955 Topics
  • 10,427 Replies

3955 Topics

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Apprentice
guillermo.gomezruizApprentice
posted in Freshdesk

Unassign tickets on log off

We want to implement a feature that unassign tickets when the user is logged off whether is logged of by clicking log out or that the session is lost.How could we do that? What would be the procedure?Regards.

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3 years ago
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marcjourneuxApprentice
posted in Freshdesk

remove header Auto-Submitted: auto-generated from Forward from ticket

When inside a ticket we use the Forward functionality, the forwarded mail has the following header:Auto-Submitted: auto-generatedThis header is causing issues on our side because it is rejected as auto-generated to prevent email loop. But this one is not auto-generated, it is indeed explicitly forwarded in the ticket tool to a third party.Is it possible to send a mail from the ticket without the header Auto-Submitted: auto-generated ?thanksMarc

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Community Debut
3 years ago
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jon-paul.lakritzApprentice
posted in Freshdesk

Sharing tickets between two Freshdesk instances

I'm currently trying to set up a webhook in Automations for our Product owners so that each time a support ticket is raised against their product they get a copy of the ticket.So far all I've been able to do is get the initial message to pass over using the example JSON in the Freshdesk kb articleWhat I'd really like to be able to do is pass the status and priority of the created ticket (I've tried using the {{ticket.priority}} {{ticket.status}} with no luck, the webhook fails)I also need to be able to PUT or PATCH updates to the tickets when they are worked on (From support to Product Owner only) I'm really only starting to learn about API calls and so on over the last couple of days so I'm feeling a bit lost. Any help, pointers or complete blocks of code would be very much appreciated

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J
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3 years ago
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cath.haughApprentice
posted in Freshdesk

When will Tempo time keeping integrate with Freshdesk

Hi There,We would like to know if there is anything on the road map to have tempo timekeeping integrate with Freshdesk.Thanks!

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Community Debut
3 years ago
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alberto.suarezApprentice
posted in Freshdesk

Overdue Ticket

I've set the action to 'Send Email to Agent' - Assigned Agent - Can I also have a CC line so I am copied on the email?Also, in the body of the email how can I tag it so that the ticket number is listed?Thanks!

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Contributor
3 years ago
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eaglechannel611Apprentice
posted in Freshdesk

I MISS MY OLD FRIENDS (DEPRESSED PLEASE HELP!!!)

i spend my best days in middle school with my old friends who were the best friends i ever met. We used to hang out a lot and talk in social media a lot. but one day, when i went high school, i drifted apart. I went to another school and they all went to the same school and ever since then we lost our communication. I felt a little bit of ignorance and i felt that they forgot me, because ever since i left them they started to hang out without me, stopped tagging me on instagram posts and never asked about me except the last time (from 2 years). one called me to ask me about how i did on my final exams in middle school. now i am alone at my school. 2 years ive been struggling making friends although i made some friends but the problem is that i cannot do anything with them like i was doing to my friends before. and now i miss them badly. I cant forget them. few more years and i will graduate without seeing them. i feel shy to DM them on Instagram as they may ignore me like before and wh

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Community Debut
3 years ago
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p.geusenApprentice
posted in Freshdesk

Creating a ticket from a forwarded email?

I have read that it should be possible to create a ticket bij forwarding an e-mail. The ticket then is created with contact info of the original sender of the e-mail.I have seen that setting in config and it is on, but when I forward an e-mail the ticket is created on the forwarding e-mail and not on the originial sender of the e-mail.What should I do?

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Contributor
3 years ago
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a.rogApprentice
posted in Freshdesk

Removing due date

It seems you cannot remove a Due date from a bug/user story. Is this intentionally?

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Community Debut
3 years ago
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ict.helpdeskApprentice
posted in Freshdesk

Keep on asking for email verification

 Hai,I'm an admin for FreshDesk at my organization. Our email is supported by GSuite.At this moment, all agents including me keep on getting notification to verify our email (at the top of the portal) even though he have clicked the link given in the verification email.As admin, I cannot turn on the notification email menu Requesting your assistance on this.Thanks

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3 years ago
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wallyApprentice
posted in Freshdesk

Contacts

How do you find and remove duplicate contacts?

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3 years ago
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al_19765Apprentice
posted in Freshdesk

Hidden Ticket field "Product" in feedback widget/form

I have an embedded feedback widget on my sites and I would like to differentiate between them when I recieve the completed form. Can I set a predefined Product (if possible, hidden) in the code? I have seen the other open tickets in here but haven't found something useful yet. The new widget form which is in Beta supports different products but it doesn't support embedded forms. Isn't it possible to take some of this same code and implement it in the embedded form?Other ideas are welcomed.

1
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Contributor
3 years ago
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gilles.chavyApprentice
posted in Freshdesk

No reply button on some tickets in FreshDesk

Our company is a FreshDesk client for some time now.On certain tickets that I have created for my clients, the button "Reply" is unavaillable.Tickets have been created directly on our support portal, where I am loggued as an agent.I am, moreover, very surprised that FreshDesk has no... support for its clients ! Only forum and FAQs, really? They don't use their own solution?

1
K
Contributor
3 years ago
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aftab.ahmadApprentice
posted in Freshdesk

Double login page

HelloI have 4 portals I use across my schools I support.My original portal allows me to log in and go straight to the ticket page, recently my other three portals now force me to log in twice, once on the normal login page, then I'm redirected to log in again with the same account on the freskworks login page.Unfortunately this is also affected all my contacts who try to log in and raise a ticket.Is there a way to disable the second login page?thanks

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Community Debut
3 years ago
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burkhajeApprentice
posted in Freshdesk

Fresh Caller Magento Integration

Hello - I am trying to pass call data (call start time, caller ID, and call durration) into Magento so that we have call data and revenue + disposition data in one central place. Is there an integration with Magento that will allow me to do this? 

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3 years ago
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unifit.nijkerkApprentice
posted in Freshdesk

problem logging in ono freshdesk using Safari - agent is logged out immediately.

Hi there. One agent ( Louk Blok) in my helpdesk  ( unifitbv.freshdesk.com) has been using freshdesk without problems until now. Now he has this problem: When he logs in on his Mac, using Safari, he is logged out again after about 20 seconds. He then sees the public screen. None of the other agents has this issue. I have been looking into Safari, and Freshdesk, and it does not seem to be a known issue. Do you have any suggestions what this might be? Kinds regardsChristien Janson

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3 years ago
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Contributor
dloewContributor
posted in Freshdesk

Win10 - MS Edge Browser Problems

Tickets don't load on Dashboard tabFilters don't load on Tickets tab

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3 years ago
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admin_19745Apprentice
posted in Freshdesk

How to set up SSO without portal

All the Solutions I could find regarding SSO are for setting it up with the portal. I do not intend to use the portal. There is no "login URL" to forward them to. They are already logged in.I have placed the pop-up widget on my website for ONLY MY LOGGED IN USERS to see. As such, it is not necessary and even confusing to still ask for their email address when submitting a ticket, especially since the field title is "Requester" which makes no sense.And here's the bigger problem. Anyone can insert whatever email they want. I tested this by having different users submit tickets using my email address, which at best makes it a potential way to spam people and at worst, the person will not receive responses from our support because they mistyped their email address.I found two posts here in the community talking about the same thing. One of them gave no solution beyond "enable SSO and it should automatically get the email address" which is obviously not true. The other linked to a PHP scrip

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3 years ago
C
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carlos_16604Apprentice
posted in Freshdesk

What is the best way to prevent user replies to tickets from going into Gmail spam?

I have SPF configured and as far as I know my users aren't having my emails go into their spam much, but a lot of their replies go into my gmail spam. I've tried creating gmail filters to stop some emails from going into spam but that doesn't seem to be working. So what should my Freshdesk setup be to prevent this problem? Thanks. 

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C
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3 years ago
H
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hello_19672Apprentice
posted in Freshdesk

Bug in Create Reply with attachments

Creating reply with attachments throws http 400, but using the same values except attachments returns success.

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3 years ago
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it_19715Apprentice
posted in Freshdesk

Using Sprout

Hi,I am currently trialling Freshdesk, but if I decide to go ahead as a not for profit organisation we will be using Sprout.  My concern is that the trial version might be giving me an unrealistic expectation of what the Sprout plan will deliver.  Do you use Sprout?  Did you do the trial first?  Was the trial a realistic representation of the Sprout version?ThanksChristine

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3 years ago
E
Contributor
e1612506Contributor
posted in Freshdesk

Bad formatting when replying to email

When I reply to a customer's email, the formatting in the reply box is very odd.The formatting is as follows:One blank lineCustomer nameThree blank linesTicket numberThree blank linesMy signatureSo whenever I reply to a ticket, I have to spend time erasing those extraneous lines. And for some reason, my signature is of a special text type, because I can't use my arrow keys to navigate above it. I have to use my mouse. I can arrow down, but not up.

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Contributor
3 years ago
R
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rebnerApprentice
posted in Freshdesk

eMails not recognized as tickets

We do have the problem that some of our colleagues-emails that are sent to our support-emailadress are not recognized to create a ticket.

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R
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3 years ago
A
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alexis.arayaApprentice
posted in Freshdesk

Search by Subject in API ?

Hi,  Is it possible to perform a search by the subject with the API?Tranks

3
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Community Debut
3 years ago
L
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lee_14365Apprentice
posted in Freshdesk

Solutions - Checking for broken links when deleting and creating new solutions

ChallengeOur organisation's use of Freshdesk Solutions grows daily, and we find ourselves often deleting a single solution to replace it with multiple more detailed solution. This creates broken links in Solutions that referred to the original solution.QuestionHow do we keep track of which solutions are interdependent without maintaining a separate document that manually tracks these interdependencies when replacing old articles with multiple new articles?Example Use CaseSolution 1 used to provide the necessary information for my customer to resolve their query. Solution 1 is a common task for our customers, so it is linked to by three other solutions (Solutions 2, 3 and 4) When we add a new feature and Solution 1 needs to be split into two separate articles, we delete Solution 1 and create Solution 4 and Solution 5.I now have broken links in Solutions 2, 3 and 4 because I have deleted Solution 1.  In our implementation of freshdesk there might be thirty five articles that linked to th

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C
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3 years ago
J
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jon-paul.lakritzApprentice
posted in Freshdesk

Agents aren't displaying in email lookups

I've generated a number of reports within Freshdesk and need to email them out to my manager (who is also an agent and a member of the Admin group, same as me) however I can't get his or my own email address to appear in the look-up Other Agents that aren't Admin are available - Any ideas what's causing this?

1
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Apprentice
3 years ago

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