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Freshdesk

Freshdesk

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

4,117 Topics
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4117 Topics

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bstearnsApprentice

posted in Freshdesk

fdk broken?

Between around 5pm est yesterday and 9am today something must have broken with freshdesk where apps ran through the fdk run testing server. fdk works with the other freshworks products sales and service. The only way to get an app to show up now is to upload a new version of the app every time a change is made to the custom apps repo. if this could be fixed it would be great thanks!

3 years ago

cs_19475Contributor

posted in Freshdesk

demirciApprentice

posted in Freshdesk

Set default "From Adress" for groups by generating a new ticket

i want to set a default "from adress" for specific users or groups when they generate a new ticket by a new email. Currently, all users can send emails from a group, even if that user is not assigned in the group.Is there a way, where i can define which user can send emails with wich "from adress"?

3 years ago

alan_11667Apprentice

posted in Freshdesk

Google Logins Denied

Hi SupportI've been a Freshdesk customer for some time and have always used Google's authentication but I've been denied access for over two days now. It doesn't matter whether I use the customer or agent login, the result is the same.I usually use Google Chrome, on Windows 10, but have also tried Microsoft Edge, Internet Explorer and Mozilla Firefox, all with the same result. I've cleared caches, cleaned temporary internet files and using Private Browsing.Without access to any log files, I can't give you any more information. Is there a known issue with Google authentication at the moment?RegardsAlan RogersDreamGenius Ltd

3 years ago

beckyContributor

posted in Freshdesk

Freshdesk Widget screenshot capture not working in Safari

In Safari (on a MacBook, not sure about iPad/iPhones yet) the widget is not behaving properly when the screenshot option is selected. It but is not loading the image correctly into the ticket window correctly, then when “create ticket” is selected, the modal body disappears and leaves some javascript next to the "close" button which is still visible. When screenshot option is not selected, creating a ticket works as it should.

3 years ago

leo.moisioApprentice

posted in Freshdesk

Customer added a private note to a ticket

HiI've just had a customer add a private note to a ticket. How and why is this possible and how do I disable it? Is this a bug or a feature?Since it was a private note, it did not reopen the ticket that was already closed, and agents did not get notified about it.Customers should be able to just add regular replies to tickets so that agents get notified and ticket gets properly reopened instead of staying closed. I thought the private notes are just for agents to add extra info between themselves about the ticket.

3 years ago

andres.rubianoApprentice

posted in Freshdesk

How to remove attached history

Hello How can I delete the email history? that is, by default it does not show the history of the three dots when replying or sending an email. Thank you

3 years ago

mrayContributor

posted in Freshdesk

How can someone automate creating contacts

3 years ago

tkazantzisContributor

posted in Freshdesk

Message bounced - Temporary error

Few days ago we start getting "message bounced" errors from emails which was send from our Freshdesk support to our domain users. We have contact to our email provider and they said that everything seems ok. We check DKIM settings and it's OK.

3 years ago

sudit.rawatApprentice

posted in Freshdesk

Copy Clipboard Error

Somehow notes text gets sent in place of the actual mail

3 years ago

steve.gossettContributor

posted in Freshdesk

Creating contacts always says Another contact exists with the same email

We have a weird issue trying to create a new contact for a customer and wondering what factors would need to be involved for this to occur. I cant give examples or screenshots here without divulging customer info but when trying to create the contact we enter a full name, email, click Save and under the email it shows 'This value is already in use' and at the top it states Another contact exists with the same email.None of the customers we are trying to create exist in any way that we have the ability to search. I have used the solutions found such as converting to an agent as well as adding dummy emails and the same thing occurs. We were find last week, this issue only started today.

3 years ago

jean-sebastien.carleApprentice

posted in Freshdesk

Freshdesk.NET - Simple .NET Freshdesk REST Client

Hello,I am working on building out a .NET REST Client to wrap around the Freshdesk v2 API. If there are any .NET developpers, I would love to get some feedback.https://github.com/jscarle/Freshdesk.NET

3 years ago

cclhelpdeskprotechApprentice

posted in Freshdesk

Month placeholder for ticket templates

I'm trying to create ticket templates for our CSR's. I was wondering if there's a placeholder that displays the current month. For example,School District <month> 2019 Remote.

3 years ago

vladapikeyApprentice

posted in Freshdesk

Freshdesk App building with Webpack

Hello, I am trying to make Freshdesk App for publishing in the marketplace,my application uses a modular assembly,npm packages and utilities such as Webpack ,eslint, babel , quite a bit of code is written in my application This is a main.js file import $ from 'jquery' $(document).ready(() => { window.app.initialized().then((_client) => { // Client Object is obtained const client = _client console.log('App Initialize', client) }) })The problem is that when I run my application in dev mode,I get quite low coverage summaryFor exampleI have this coverage summary, when my code is compiled by webpack in development modeAnd this coverage summary when my code is minifiedAs I understand it, this is due to the npm packages I useQ. Can I use npm packages for publishing an application in the marketplace?Q. How to avoid low scores coverage summary?Q. If I will not use npm packages but I will need to connect a third-party library that also contains code with webpack, it will also l

3 years ago

abhijit.banerjeeApprentice

posted in Freshdesk

Issue of search contact if contact is with '+'

If we update any contact on freshdesk with prefix '+', the search API is not working.Suppose,We have updated a contact as '+7654367287' on Freshdesk Contact Edit option.then below APIs will not work for contact search./api/v2/contacts?mobile=7654367287/api/v2/contacts?mobile=+7654367287

3 years ago

abhijit.banerjeeApprentice

posted in Freshdesk

Search cotact with mobile or phone number

If we edit any contact number with '+' sign on Freshdesk, we can not search this number with API.Suppose, I updated a contact number as '+916291361159' and save.Then I can not search this contact with this APIs below - https://8x8ps.freshdesk.com/api/v2/contacts?phone=+916291361159 or https://8x8ps.freshdesk.com/api/v2/contacts?phone=916291361159

3 years ago

vladapikeyApprentice

posted in Freshdesk

App building to marketplace

Hello, I am trying to make Freshdesk App for publishing in the marketplace,my application uses a modular assembly,npm packages and utilities such as Webpack ,eslint, babel , quite a bit of code is written in my applicationThis is a main.js file import $ from 'jquery' $(document).ready(() => { window.app.initialized().then((_client) => { // Client Object is obtained const client = _client console.log('App Initialize', client) }) }) The problem is that when I run my application in dev mode,I get quite low coverage summaryFor exampleI have this coverage summary, when my code is compiled by webpack in development modeAnd this coverage summary when my code is minified As I understand it, this is due to the npm packages I useQ. Can I use npm packages for publishing an application in the marketplace?Q. How to avoid low scores coverage summary?Q. If I will not use npm packages but I will need to connect a third-party library that also contains code with webpack, it will also

3 years ago

a.ulasevichContributor

posted in Freshdesk

Cannot hard delete contacts created by API more then 2 months.

When I tried to hard delete contacts by API it can take long time. For example, one of contact in deleting state more then 2 months,It's really impossible to work with Freshdesk.Ticket was created https://support.freshdesk.com/support/tickets/3794286

1 year ago

perachelpApprentice

posted in Freshdesk

Tickets stopped being created on Monday

Hello,Email messages sent to our support email address which was configured with Fresh Desk have been automatically creating tickets up until Monday at which point it stopped working.A couple emails sent yesterday somehow worked, with a ticket getting created for them. However, the vast majority have not and we have had to manually reply to everyone sending support requests, because it seems freshdesk is not working properly and creating the tickets when an email is received.please help

2 years ago

support_14013Contributor

posted in Freshdesk

Can not enable Agent Reply Template

I can edit the Agent reply template under email notifications but cannot enable it. Any ideas?

3 years ago

heinzi_stefanApprentice

posted in Freshdesk

Different mail signature based mail channels

Hi, i am a "Garden" user. My agents should answer customer questions on different channels. My customers can be divided into 2 groups. Import and normal. Normal customers can reach us via support@. Important customers can reach us via service@. My agents should work with both channels but i want to setup different signatures for each mailbox? Is there any chance to do this?The Signature Management App doesn't solve the problem because i have to chance the signature each time manually https://www.freshworks.com/apps/freshdesk/signature_management_app/ What's with products? Will i be able to setup different signatures by different products?

3 years ago

rbaugherApprentice

posted in Freshdesk

email replies create new tickets

This continues to happen. When a contact responds to a ticket email, it opens a new ticket. Not always but often.

1 year ago

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