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hi,tried to implement the feedback widget, but if the user types a forbidden character (like ' ), then the content isn't passed and I get "Non Accepté" ("not accepted" in French) as a result (in the description field.Anyone with the same issue? seems pretty basic.
Our support agents use Outlook and frequently get requests sent directly to their emails. When they forward to our support@ email address, Outlook doesn't include the original senders email when the original sender is an internal Exchange user (it only shows their display name). This appears to be by design and difficult to work around in Outlook. Our agents manually type the email next to the display name so it creates the ticket with the correct requester. This is annoyingly manual and we would like to automate.Has anyone else using Outlook found a workaround for this issue? We notice that if we send the email To the requester and copy the support@ address, the requester's email address shows up in the ticket. Is there any type of automation we can apply in this scenario to create a ticket with the proper requester?
If we have the Email Notification to email the requester when their ticket is created enabled, is there a way to say not to send the email. Here is the scenario-customer calls in, we resolve their issue with them on the phone. We still want to track the ticket, but we don't want to email the customer, since the ticket was opened and closed at the same time. Options?
We are new to Freshdesk, just getting up and running, on the Blossom plan. One feature that we want but is only available in higher plans is the ability to associate a single contact with multiple companies. Since this is not available for our current plan, I was wondering if anyone has found a workaround for accomplishing this same thing but in the lower plan. Maybe using tags or in another way. Ideas?
I'm trying to call out to an external API to return some details about a contact/lead into freshsales from within the freshsales app SDKWhen I fire some event like: client.data.get("lead").then (); I see that the leadID for the current lead is returned; however I need to grab some other data from the lead (phone number, email, name) to be able to correlate it with a value on premise.Is there a simple/easy way to grab additional data about the lead, or do i have to call out to the freshsales API pass in the lead ID, grab the data i need, then call out to my API?
I am trying to find a way to notify our agents on special instructions based on the Account name of a support request. For example everytime we process a ticket for Customer A we have to invoice with a PO number, but lets say for customer B everytime we process a ticket we must include a printed piece of collateral with the shipment they get.I can not seem to find a way to do this, any help is appreciated as we have many unique handling instructions for different customers which our agents must just remember to do.
I'm trying to create a ticket with attachments using freshdesk create ticket API, but getting the following error message from freshdesk. Happens only when ticket is created with attachments.<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"><html xmlns="http://www.w3.org/1999/xhtml"> <head> <meta http-equiv="content-type" content="text/html; charset=utf-8" /> <title>We're sorry, but something went wrong (500)</title> </head> <body> <div class="wrapper"> <i class="hero-image"></i> <div class="content"> <h2>We're sorry, but something went wrong.</h2> <p>We've been notified about this issue and we'll take a look at it shortly.</p> </div> </div>
Hi,This morning it happens that if one of our agents logs out, he can not log in anymore (error message: Sorry! You don’t have permission to access this portal).One of these agents also has administrator permissions.How can we rehabilitate these agents' login?Our support portal: https://voiceatwork.freshdesk.comI also leave a photo of the error attached
Hello,Today, one of my coworkers tried to login to our portal as an agent but he got this error message: "Sorry! You don’t have permission to access this portal".And the "You may have access to these portals" button only suggests the one and only portal we are trying to use...I was logged in and all was working fine. But when I tried to logout and re-login with my own account, I got the same behaviour...Both of us are administrators, and I also tried with the owner's account: same behaviour.Now we are "locked out" of our portal and can't work.Did something change to the login form? How can we get access to our portal back?
I think it's better to add option to only get the total count of ticket and exclude the result.In my case, I only need to know the number of ticket, if the response contains detail of ticket, the rest performance isn't good.Maybe it worth to develop the API, and I think many users will love it.
Having issue with feedback widget. It goes normal about 3 weeks and suddenly it display an error 'company.freshdesk.com refused to connect'. And in console I got error Refused to display 'https://company.freshdesk.com/subscription' in a frame because it set 'X-Frame-Options' to 'sameorigin'. Is it because my free trial period is over? And how do I got it fixed like normal again?
Just wondering if anyone knows the syntax to search FreshDesk company contacts for those which match some name text?I found the following suggestion in a response from a number of years ago but it no longer works:https://yourcompany.freshdesk.com/search/customers?term=AravindThe context to my request is that I want to use an external system to provide a URL to quickly get to the relevant company record in FreshDesk. (Unfortunately Zapier / FD integration won't do I what I want in this case.)
It's probably not in the right forum and I really hate doing this, but I'm a bit frustrated. Usually when I have a question it is met with a quick and good response by Freshdesk. But my last two tickets aren't. The first one is about my subscription: cancelled to prevent automatic renewal, lost a couple of features I used(thought it would not cancel immediately but when my subscription would end). So I wanted to resubscribe for the last 3 months I had left on my subscription. Was charged in full(more expensive then my first subscription), lost some features which where in my first subscription and lost 3 payed months(the new renewal date was set to the moment I resubscribed). Well... that was an expensive mistake. No problem, I'm to blame as well although I think the whole process is not well documented. So I opened up a ticket by sending it to an email address in the renewal email. I got a reply after a couple of days that this was the old and wrong email address and that someone crea
I often use Firefox (version 64.0 on Mac and Linux) and lately been noticing that I cannot input text input the search bar. One solution seems to refresh and clear the cache of Firefox, that occasionally works and also using a private window in Firefox seems to work, too. I don't seem to have the same problems in Chrome.
Hi there,we are using freshdesk for like two weeks.Now I'd like to integrate our ecommerce system.i started creating a custom app by fdk with the your_first_app template.did some minor changes and published it to the marketplace (as a custom app)how long will it take, until the app is available in out fd instance?or how can i install it? can't find it in the marketplace (not sure where/or what the custom marketplace is)thanks.
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