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I am responding to a customer ticket by expanding the "show quoted text" ellipses, and providing my responses in line. Everything looked fine in the editor until I sent the response and noticed that FreshDesk had duplicated many of my responses (see below). I had only entered this response one time.
Hello,I am developing an app for the ticket_sidebar. Are we able to control the vertical height of the app's panel? Also, are we able to control the order in which the apps display in the sidebar? By default my app is the last in the list and opens to a fairly small area. This forces the user to do a lot of scrolling.Thanks,Jason
Hey,So to start with, we've created some custom fields in some service request type tickets, and I'm currently having trouble getting these fields via the API.Also, for some reason some other fields show up empty:"description":"","description_text":""I would like to try getting all this data which isn't showing up in my API requests using: .freshservice.com/api/v2/tickets/' + $id + '?type=Computer+Name' and other URL's I've tried.
Is anyone else having a lot of issues with the new mint experience?1. Found another issue with mint. When we are creating ticket and type in results if we get a match, in the old freshdesk you could tab and it would select. In the new mint it does not do this and leaves the field blank.2. When we are looking at Surveys and I select a specific group, why do the agents not get filtered as well just for the group selected?3. When we are looking at tickets, in the old freshdesk version, we could click on who a ticket was from and that would open up that customer. In mint, we can no longer do that. 4. In the old version of freshdesk if there was a picture inserted into a message, you could then click an item in the upper left hand corner to insert the picture. With mint this is not there5. I noticed in the notifications option, in mint when you right click you do not get open in a new tab or windows. In the old freshdesk you did when you right clicked. Also in mint when I hold the ctrl
Hello,I have seen a bug with inserting links that is different from the other one that I saw reported here.When I am answering a ticket and I select text to insert a link, if I use the [ctrl+k] shortcut instead of selecting the option, there are 2 issues:1. The insertion point is not in the insert link box, but rather it is still in the body of the email2. The word or phrase, with the link, jump to the bottom of the page, after the signature. The word is duplicated in its original location, but without a link.Inserting links is so smooth in articles, I would love for it to be here as well!I am using Chrome
Hi!Just to make this note here so I can refer to it in the future:Sometimes it's not desirable to allow the customer to change their own address while opening a new ticket, specially if you restricts those tickets to be opened only by authenticated users.In this case, don' try to disable the input form since it strips out the value during the submit process. Instead, make the field readonly.I couldn't do this on the CSS so I had to mangle the portal pages. You can see attached the like required to achieve this.Hope it helps someone with the same need.Cheers!
Hi all,I am currently building an integration into Freshdesk from another case management solution. I have created a custom attribute "cf_external_id" which is a string and holds the guid of the case from the other system. As part of my two-way integration every time I get a new record or updated record to push to Freshdesk, I first want to check if it already exists (obviously).When I run this endpoint (as per the examples here https://developers.freshdesk.com/api/#filter_tickets) I never get any results, and the data is definitely correct:api/v2/search/tickets?query="cf_external_id:'e99ee1ee-e270-e911-a818-000d3a479f92'"This method works for filtering contacts and companies, but doesn't seem to work on tickets.Has anyone experienced this before or know of a workaround?ThanksDan
Hi!As an Account Admin, I'm having issues retrieving hooks from Freshdesk with Zapier. Regardless of the trigger (New Ticket, Updated Ticket...), Zapier won't be getting any information about the tickets.Does anybody have a clue about why's this happening?Thanks,Pablo
We got this warning today, did anyone else?Is anyone at Freshworks able to respond to this situation?"Before April 2, you’ll want to visit the API keys page in your account and ensure that all integrations connected to your account use Mailchimp API 2.0 or higher, and preferably Mailchimp API 3.0. On your API keys page, you'll see that integrations are separated into 2 sections: API keys and Authorized applications.We were able to determine that the affected API keys and authorized applications (integrations that use the impacted API) in your account are:Account name: <us>API keys: no affected API keysAuthorized applications: Freshdesk"
My resolvers work on shifts and there would be times when another resolver would work on / reply to the same ticket especially if the other resolver is off duty. I want to be able to track who manages a ticket if there are multiple people working on one ticket and see a time stamp in it. Example reporting would be:Ticket #: 12345609:00 - 09:15 - Agent ABC - Assigned the ticket11:00 - 11:10 - Agent XYZ - Replied to the Customer13:00 - 13:05 - Agent LMN - Resolved the ticket
I'm using the Sprout account to set-up and test a helpdesk system. I have an Exchange mailbox which is fowarding all emails to my Freshdesk email address, with settings to auto-create new tickets and assign to a group.The group has one agent and one email address.The agent and group are shown as the notify name in the email notification settings for both 'new ticket created' and 'ticket assigned to group'.Both notifications are toggled to 'On'.Emails are forwarded, tickets created, and the ticket assigned to the group, but the email notifications are either never sent or never reply at the agent's inbox. I can't see anything obvious to explain why.Can anyone help?
Hi all,I wanted to get some feedback on which apps everyone feels are most important and how they feel they benefit their organization. The main apps that I used with my company are Google Analytics and First Response Due. Any feedback on what you use to help service your customers is appreciatedThanks!
I'm editing a new contact, and attempt to enter an existing company in the company field. Upon clicking SAVE, I get an error message saying the contact name is not in the proper format. How can that be? It's a name. This behavior is not consistent, but just occasional.
Hi, I'm tried to use Jira Plus add-on for FreshDesk but it doesn't work fine.I can set the itens in the last tab on the configuration add-on page.It stay on this loading page.The integration work's, but i can't setup the Mapping Status Values, because this parts is not showing to me, like this picture on Plugin Manual.Tks. Gabriel.
We use a Prestashop and want to have messages from the shop (like orders) to go into a ticket in freshdesk.If we send these mails to the freshdesk email, they don't pop up in freshdesk. Not in the normal tickets nor in Spam folder.If we send these mails from Prestashop to another email, that forwards them to our freshdesk email, they don't show up either.We found no way of getting prestashop information emails into freshdesk.Is there a reason or a tipp, how to handle that?
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