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Freshdesk

Freshdesk

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brownaeContributor

asked in Freshdesk

ktinningApprentice

posted in Freshdesk

Freshdesk Emails Not working

Hi,I am starting up with Freshdesk and the customer activation emails don't send, also the email forwarding from my support email to Freshdesk get bounced back and the ticket doesn't get created.Returns with an error saying the mailbox is blocked.

2 years ago

nameerApprentice

asked in Freshdesk

Unable to inset custom widget in freshdesk support portal

We are looking to integrate our Haptik WebSDK widget on our Freshdesk help portal. Unfortunately, we are unable to get our Websdk to render on the support portal.Our team tried to debug the issue and here is what we found - Freshdesk is using prototype.js library which results in different behavior for a JS function. The problem we are facing is that the default behavior of a function has been modified. JSON.stringify is calling Array.prototype but Array.prototype is giving a different response than expected. They are likely overwriting the base Array class.Here is a StackOverflow thread discussing the same issue:https://stackoverflow.com/questions/710586/json-stringify-array-bizarreness-with-prototype-js#:~:text=The%20function%20JSON.,are%20using)%20defines%20an%20Array

2 years ago

joe_16769Apprentice

posted in Freshdesk

Report on tickets by tracker

Can a daily report be generated that shows tickets by tracker (tickets linked by tracker) so a manager can get a picture of outstanding issues that are being tracked?

1 year ago

mike_12528Apprentice

posted in Freshdesk

Webhooks and Variable substition

Hi there--I am using a GET to put ticket fields into the header of a webhook but when I read them on the client side I am seeing strings like{{ticket.subject}}instead of the actual ticket subject. I tried to remove the quotes from the webhook but then the JSON is invalid. Thoughts? thanks

3 years ago

Abhishek Sharma IntanglesContributor

asked in Freshdesk

Please Suggest best combination/usage of parent child and shared ownership

Hi,Please suggest how to implement the below use case in freshdesk in the best possible way?Customer mails the issue to customer support and ticket gets assigned to GroupA GroupA analyzes the incident and wants to redirect the ticket to GroupB. At this point of time, groupA needs to have a view of the tickets that they have redriected to GroupBGroupB analyzes the incident further and comes to a conclusion that this problems requires intervention from GroupC. and redirects the ticket to GroupC. At this point of time, GroupA and GroupB needs to have a view of this ticket.I find the use case of shared ownership very limiting and restricting.Moreover, it is not possible to create a child ticket of a child ticket.Please suggest the best way around?

6 days ago

ben.rollmanContributor

posted in Freshdesk

Settings for Agents Using Only Email

I'm trying to set up our responses and alerts in a specific way and I'm wondering if anyone else in the community has this set-up. We're a small shop and there's a lot of coverage overlap. We also are used to using Footprints and responding to tickets primarily via email.FD now sends multiple alerts to agents and requesters for every update or comment or change or reply. I'm trying to simplify the flow without losing important communication. The biggest issue is that there's confusion between emails sent out that are alerts, or informational ABOUT the ticket, but not having anything to do with the actual communication between user and agent. I want to limit that, and I thought I had. But if I can't limit it, I want it to be "named" the same thing. If a ticket is updated because its status changes, I don't want a new email to go out with the subject "Status Change: Ticket Title" because that creates a new email thread. Then agents complain they get too many emails. They want to

2 years ago

69unknown.jumper.69Apprentice

posted in Freshdesk

Payment for unused licenses

Good day!There are agents on my account who did not activate their account using the link from the email.Q: will payment for such users be included in my bill?

3 years ago

mishelpdeskApprentice

asked in Freshdesk

Unattended Tickets Report

Is there a report that measures the number of unattended/unassigned tickets that exceeded its time during a period? How do I adjust the alert for unattended tickets?

3 months ago

karan.bhavnaniApprentice

posted in Freshdesk

Portal support channel in Arabic

Hi,Is there a way where we can show the support portal in Arabic for our partners who are more comfortable with Arabic as opposed to english?

3 years ago

MWSApprentice

asked in Freshdesk

Dropdown Type adjusted to Roles/Groups

Hey everybodyI was googling and searching for this for a while now, and I have not found any solution as of now. I have several teams working with Freshdesk, and we decided that they can have a dropdown for a certain type, so we are able to analyse what kind of requests are coming in. All three teams have different cases and now everybody has a huge dropdown list with different choices. I would love to set up a dropdown for a certain group/role. So that Role/Group A only sees the dropdown for Group A and Role/Group B can only see the dropdown for B. Is that in any way possible? Kind regardsMike

6 months ago

sgutierrezTop Contributor

asked in Freshdesk

Delete close ticket based on creation date

I am currently working on the creation of a custom app which has a feature to delete single tickets after a certain time, since ticket was created, and only for close tickets. I want somehow to include the following automation that I have in place into the custom app,Now I are facing the issue that in the API documentation we only can filter tickets based on creation date, but we don’t know when the ticket was created so we can not setup a date to start checking and comparing. We want to have something similar as the automation. Which API request should we use?

8 months ago

Jess MeldrumApprentice

asked in Freshdesk

Feature Request - Exporting tickets from Customer Portal

Hello, Currently when customers export tickets there is no option to show the closed date field. The closed date field is an important metric for analysis and reporting and is commonly requested by our customers. See screenshots below of current fields available for customers to export, which is missing the closed date. Thanks in advance, Jess

1 year ago

Jared531Apprentice

asked in Freshdesk

Freshdesk Search Bar Issues

Hi - we’re new to Freshdesk and I wanted to bring up some issues with the Search Bar here. If I’m missing something then please let me know.If I wanted to search for all tickets that have Tag1, but also NOT Tag2, that doesn’t seem to be possible. We have nearly a million tickets and sort of rely on this syntax. It would be great if you could actually filter with conditional logic within the search bar itself instead of having to use the right-side panel. For example: #CustomField:Value1 AND tag:MyTag1,MyTag2 AND created:[2021-02-01 to 2021-03-01] I know that Help Scout and Zendesk offer this so I was surprised to see that this didn’t exist here.Does anyone have good workarounds for either of these? I tried to edit the URL directly for point 1 but nothing seemed to work.

1 year ago

SupervillainApprentice

asked in Freshdesk

Holiday

Is there a way to upload holidays in a CSV , cant be selecting one by one for each group Country holidays there sometimes not accurate

5 months ago

RiazSkilled Expert

published in Freshdesk

Differentiate your brand with Freshdesk Messaging - Google’s Business Messages integrationNews

Hi everyone! Hope you are doing well. We have some exciting news and we could not wait to share it with you - so here we go: We recently launched the Freshdesk Messaging - Google’s Business Messages integration* (in beta), to help you serve your customers better! Your customers expect your brand to be approachable on their channels of choice. A strong online presence is therefore critical to your business - especially to differentiate your brand against your competitors. This integration can help your customers to connect with your business instantly and also enables you to deliver helpful, timely, and engaging customer experiences. Do more with the Freshdesk Messaging and Google’s Business Messages: Enhance accessibility for your business Differentiate your brand and allow your customers to reach you while searching for your business on Google (Search and Maps). Manage customers who reach out from Google’s Business Messages via Freshdesk messaging - like any other messaging

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1 year ago

paulo.stohlerApprentice

posted in Freshdesk

We're sorry, but something went wrong, when loading tickets

After migrating my plan I cannot see my tickets anymore, I am getting an 500 error on the following endpoint:https://<company>.freshdesk.com/api/_/tickets?exclude=custom_fields&filter=all_tickets&include=requester%2Cstats%2Ccompany&page=1&per_page=30I am also getting this error on a notification:"We're sorry, but something went wrong"Anyone else had this problem?Thank you

3 years ago

daanlsvbApprentice

asked in Freshdesk

Forwarded mails don't show orgininal content

Hi all,I’m experiencing a problem with receiving forwarded mails in Freshdesk. At this moment a single team in our organisation is trying out Freshdesk, so we haven’t integrated the system in our organistion yet. When someone from another teams forwards an email to this testing team, they will only receive the content of their collegue’s email, but not the content of the original email. Using Freshdesk organisation-wide would solve this problem ofcourse, but I’m wondering what happens when an external person would forward an email to our support address. What is known about this issue and is the a way to solve it? Thanks in advance!

1 year 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

jasonepriseApprentice

posted in Freshdesk

Is there a way to disable all email notifications?

Freshdesk is unusable from a security standpoint unless I'm just missing something. There is no point in SSL if every reply to a ticket has the body of the message sent in clear text through email. I know you can customize emails to remove ticket comments, subject, etc but you cant seem to customize all the emails. Even with every email customized to remove this info I still get email notifications when I reply to tickets that include the full comment. Is there any way to work around this? I really love how freshdesk is laid out otherwise but this is a deal breaker.

9 years ago

dferberContributor

posted in Freshdesk

Reports and SLA

Two issues that I have noticed.1) when a ticket is in "pending" status shouldn't it freeze the time counted against the SLA? For example if we have a 3 day SLA but we have to order a part we would probably never get those within the SLA time frame. It doesn't seem to be doing that. 2) on the reports it computes the SLA compliance but is including tickets that are still open. Example... 10 ticket received, 7 were resolved all within SLA... the 3 tickets are open but still not out of the SLA range... but it's showing 70% compliance. It should only include resolved or closed tickets to figure SLA compliance.

5 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

coronelfApprentice

posted in Freshdesk

Report on tickets NOTupdated in the last X hours

Is there a way to find out tickets not touched or updated in x number of hours (say last 48 hours)? As a helpdesk manager, you want to know which tickets are with NO activity in a specific time frame. Thank you.

9 years ago

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