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Freshdesk

Freshdesk

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3,897 Topics
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MarkymarkApprentice

asked in Freshdesk

Group and filter reports/analytics by customer segments

Hi,We really want to be able to run reports using company segments. This will allow us to for example measure ticket deflection (i.e. average # tickets raised by companies in a “low touch” company segment). Do you have any suggested workarounds? Thanks,Mark

1 year ago

TanvikApprentice

asked in Freshdesk

Proactive Outreach Limit

How many emails can be sent in one outreach using the option of “Proactive Outreach”?

2 months ago

smcdonaldApprentice

asked in Freshdesk

wladanContributor

asked in Freshdesk

ticket details on the ticket list page

Hi there!I'm looking for a solution, if there is any chance to display ticket details (default and custom ticket fields) on the Ticket list page. {% snippet ticket_details %} or {{ticket.details}} doesn't seem to help.

1 year ago

Moffatt PowellApprentice

asked in Freshdesk

Deleted Attachments from FreshDesk

We use our FreshDesk for both IT Help Desk as well as for Information Security requests (onboarding/offboarding/change in role/permission changes, etc.). As many times as we’ve told our management teams not to send PII through the system, they still do from time to time in the form of attachments which we have to delete from the ticket to remain in compliance with federal and provincial privacy legislation.My question is: Does FreshWorks also delete the attachment permanently from their servers, including the metadata surrounding the file, when we delete it from our ticketing system? If they do not, then we are still not in compliance with our country’s privacy laws.Thanks!

4 months ago

ckmApprentice

posted in Freshdesk

Using Custom Fields with API

Just a quick note about using custom fields with the API.1. All fields must be between a single set of <custom_field></customfield> tagsExample<custom_field> <custom_field_one>$value1</custom_field_one> <custom_field_two>$value2</custom_field_two></custom_field> If you use <custom_field> tags for each field, you will get an error.2. Custom field names are not what you think. The best way to discover them is by looking at the source of the ticket submission form. You can also use this to devine the possible values of dropdowns.3. Many more fields are available. If you look at the return, it will give you an idea of what can be set - quite a lot of these are not in the docs...HTH someone and you won't have to spend hours guessing how it works.Chris.

5 years ago

lee.mortonContributor

posted in Freshdesk

Add a 3rd party email into freshdesk

Hi,Sometimes I receive an email from a 3rd party in response to a query I have sent about a ticket I have open in freshdesk. Is it possible to somehow forward to an email address etc or import this email response into the ticket without having to copy and paste it into a note.Many thanksLee.

5 years ago

withoudeContributor

posted in Freshdesk

Jira Status Updates automatically Reopen tickets in Freshdesk

Hi Guys,not a problem, but actually a useful tip I wanted to share when you do your JIRA integration.we had an issue where Jira updates would automatically reopen tickets in FD. due to settings which automatically reopened tickets if clients responded to tickets in different statuses.As our Workflows in Jira and FD are not synchronised.eg our FD only has 3 statusses for Development work 'in Development' 'Pending Release' and 'Closed'.within Jira we have many statusses 'To Do' - 'in Progress' - 'Review' - 'Testing' - 'Done'.tickets would reopen at inappropriate times.after having a chat with the FD support (Rubesh) he found a very useful tip to add extra functionality with Jira integration though the observer rules.As Jira integration does not add a note or email entry in, you need to configure this as a Last Interaction.if you do something like attached screenshots you can actually have separate workflows in Jira and FD and automate this process.I hope this helps other people as well.

7 years ago

naomi.russellApprentice

posted in Freshdesk

Is is possible to export custom fields when exporting ticket data?

Hi,I have created some custom fields in my tickets but when I export the ticket data I don't get any option to export this information. Is it possible to export custom fields or only the canned ones? Thanks

9 years ago

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

6 years ago

john.vannucchiApprentice

posted in Freshdesk

new phone tickets come in as email under source

We use ring central and any message that comes in to FD log comes in as an email ticket under "Source". We can go in and change the source to phone later on but the original data stays as an email. Meaning all of our weekend phone call messages that we get on Mondays from over the weekend are already speced as an email. We cannot go in and change the source to phone and have that reflect in the overall workload report.Any voice mail message ticket created is starting out as an email and updating the source to "Phone" affects nothing in the data. . .Is there a way to have all phone messages from now on come in as a "phone" under source automatically?thanks so muchJohnMohu Customer Support Team

7 years ago

bryanContributor

posted in Freshdesk

Notes (replies) lose formatting after being submitted

I've noticed that after submitting a reply to a ticket, the note does not retain the same formatting as it did before it was submitted. Any ideas as to why this is happening?

11 years ago

drew_16269Apprentice

posted in Freshdesk

Sign In using Google / Facebook / Twitter?

I'd like our customers to be able to use their social network accounts to log in rather than having to create yet another email/password to remember.I've turned on the "Allow users to Sign in using... Google Twitter Facebook" checkboxes in the portal, but when I try to use the Google button to log in it says "Sorry! You do not have enough permission to access this page. Please contact your Account administrator or Signup from Freshdesk Home page". When I try to sign up using Facebook I get "We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."Am I missing a step? Do these features not work if I have my own CNAME on the portal?

4 years ago

paultContributor

posted in Freshdesk

what is driving response due / overdue labels

HI,We are trying to work out what is causing these labels to appear. We have changed due date to 10 days and we still get a label appearing saying response due.Also what clears the labels? We have changed status but that doesn't seem to do it. even replying to customer doesn't in some cases. We don't really want to have to send a separate reply to a customer to clear this flag. If we change the status to pending, the customer has then gotten a response to say the status has changed. So it should clear the flag.It's really starting to confuse and frustrate our agents. Could you please let us know in detail what is driving these labels to appear, what criteria etc is checked. And also exactly how the system decides the label should be removed.Kind RegardsPaul

8 years ago

sean.hullApprentice

posted in Freshdesk

Create a ticket with no SLA?

When someone submits a Feature Request, it's something that isn't going to be done anytime soon, and will obvious violate our typical Support SLAs. I want to remove any SLA requirements for that ticket.Is there a way to create a ticket with no SLA? Or to have the SLA removed for a particular Type (ie Feature Request) ?

9 years ago

dloewContributor

posted in Freshdesk

Incorrect Ticket Time

In Admin>Rebranding, our time zone is set to US EasternThe time stamp on all of our tickets is off by one hour.

7 years ago

herbContributor

posted in Freshdesk

Basic hyperlink format / query string and values for SSO

Hello, the following is the hyperlink I generate via Ruby and the output looks something like this: https://evisit.freshdesk.com/login/sso?&email=1@1.com&name=Herb Meehan&timestamp=1480974001&hash=f454f15e13bb8f6aee7ba329e60b9c08 No matter what, I was always getting a Invalid time entry and I'm taken to this url: https://evisit.freshdesk.com/login/normal Here's a little bit of the Ruby code I have in place: Does anything stand out as bad? def time_in_utc Time.now.getutc.to_i.to_s end def url_params "#{full_name}#{ENV['FRESHDESK_SECRET_KEY']}#{email}#{time_in_utc}" end def gen_hash_from_params_hash digest = OpenSSL::Digest.new('MD5') OpenSSL::HMAC.hexdigest(digest,ENV["FRESHDESK_SECRET_KEY"],url_params) end def get_link "https://evisit.freshdesk.com/login/sso?&email=#{email}&name=#{full_name}&timestamp=#{time_in_utc}&hash=#{gen_hash_from_params_hash}" end

4 years ago

fabien.billiardApprentice

posted in Freshdesk

pasting images

Hello, We have a problem with Freshdesk when we use Images but when i received the mail in Outlook and Gmail, the image is not visible Thank you Fabien URL Freshdesk : http://support.immpact.itga.fr

4 years ago

justin_12542Apprentice

posted in Freshdesk

How to get tickets by status of a user?

We are building a custom CMS platform and have chosen to go with Freshdesk as our support system.Ultimately, we'd like users to be able to stay in our dashboard to manage their support needs. We feel that this will reduce confusion with our users as they would only need to manage one login (the one to our CMS) and not two (an additional login for Freshdesk).Using the API, we'd like to be able to do simple tasks like show tickets for a given user (open/closed/all), create a new ticket, and reply to an existing ticket.Right now, we have our users make a "support profile" in our system before they can interact with the other features. This records some data on our end, makes an API call to create a new contact, and attaches the user ID that comes back to their account. This saved ID is then used to make the API calls throughout the rest of the dashboard.In our current setup, we are basically using an "API" user to make all of these requests, and we send over "requester_id" based on inf

5 years ago

matt_16473Contributor

posted in Freshdesk

Create user API

When trying to create a user via the v1 API, the system does not add a user nor does it respond correctly. This is my POST:{"user": { "name": "First Last", "email": "email@domain.com", "phone": "555-555-5555", "mobile": "555-555-1212", "department_users_attributes": { "department_id": "1" } }}This is the response I get back:{ "logout": "success"}Thoughts?

3 years ago

nanaylukasContributor

posted in Freshdesk

FresDesk App Customer in Ticket New Page

Hi, I want to know if it is possible for an Custom App to be displayed on the new tikect page? I read that from the file to "manifest.yml", but I have not had success.

5 years ago

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,

6 years ago

atimodaApprentice

posted in Freshdesk

Link to "SPF record" is broken

Hi,The link on the page "example.freshdesk.com/admin/email_configs" pointing to to "SPF record", on the right sidebar, is broken.Its probably pointing to an old url.Thanks,Atimoda

5 years ago

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