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Freshdesk

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  • 3,890 Topics
  • 10,148 Replies

3890 Topics

E
Apprentice
elliotsthomasApprentice
posted in Freshdesk

School Districts

I am looking into a new help desk solution for a school district I am interning at. The current software they use is a solution that requires major support on the school's end and is in-house server based solution (that can ONLY be accessed when logged into the district).Of course, with schools - the budget is extremely tight. So I have a few questions:If they like Freshdesk AS-IS, can they use the free version with three agents (or is it for non-profits / non-commercial only?)If they need more from Freshdesk (other plans), what kind of discounts do you offer to schools?They will only need three - five agents...For example, for five agents in the Blossom Plan - without any discounts it would be $768 annually with five agentsThank you very much! - Elliot (elliotsthomas@gmail.com)

1
V
Contributor
9 years ago
L
Apprentice
lee_14365Apprentice
posted in Freshdesk

Solutions - Checking for broken links when deleting and creating new solutions

ChallengeOur organisation's use of Freshdesk Solutions grows daily, and we find ourselves often deleting a single solution to replace it with multiple more detailed solution. This creates broken links in Solutions that referred to the original solution.QuestionHow do we keep track of which solutions are interdependent without maintaining a separate document that manually tracks these interdependencies when replacing old articles with multiple new articles?Example Use CaseSolution 1 used to provide the necessary information for my customer to resolve their query. Solution 1 is a common task for our customers, so it is linked to by three other solutions (Solutions 2, 3 and 4) When we add a new feature and Solution 1 needs to be split into two separate articles, we delete Solution 1 and create Solution 4 and Solution 5.I now have broken links in Solutions 2, 3 and 4 because I have deleted Solution 1.  In our implementation of freshdesk there might be thirty five articles that linked to th

1
C
Apprentice
3 years ago
S
Apprentice
steve_11120Apprentice
posted in Freshdesk

Letter  appearing in my email link

<Â> Why does this symbol appear in my email in box when emails are sent though Freshdesk

1
V
Contributor
9 years ago
R
Apprentice
rahul.sapreApprentice
posted in Freshdesk

Iphone App not accessible to customers

While logging in as a customer on the new iphone app, we got following error message -"Cannot Login with customer account" 

1
G
Contributor
8 years ago
N
Apprentice
nikolay.traykovApprentice
posted in Freshdesk

How to check whether a given ticket is new via the API

Hello there,I have the following scenario - I sent a ticket to a customer. The customer responses to the email. When I get all the tickets via the API, I want to know which ticket contains a new response from a customer. Something like a "isRead" property. I created a custom field, but I don't know how to update it via the API. There is nothing about that in the documentation.Thanks,Nikolay

1
V
Contributor
9 years ago
J
Apprentice
janApprentice
posted in Freshdesk

OpenSSL and FreshDesk

When running a quick test to see whether freshdesk is using OpenSLL, the following comes back.Detected server software of nginx/1.2.9 + Phusion Passenger 3.0.21That server is known to use OpenSSL and could have been vulnerable.The SSL certificate for support.freshdesk.com valid 2 years ago at Mar 28 00:00:00 2012 GMT.This is before the heartbleed bug was published, it may need to be regenerated. ----So, it would be nice to hear fresh desk confirm or deny the use of OpenSSL. So we have a potential security issue on our support site?

1
S
Contributor
8 years ago
D
Apprentice
denis.ironiApprentice
posted in Freshdesk

API Error 500 send new Article

Hi,I'm using api to enter and edit articles. I can create categories and folders but can not create a new Article 500 without having to return error details.Url https://XXX.freshdesk.com/solution/categories/{CATEGORYID}/folders/{FOLDERID}/articles.json body of request:{ "solution_article": { "title": "test article", "status":1, "art_type":2, "description": "test article descr", "folder_id": 1000114217 } }Can i do it?

1
aravind.sundararajan
Skilled Expert
5 years ago
A
Apprentice
avinokurovApprentice
posted in Freshdesk

Captcha is showing for logged in users

If the setting "Make captcha compulsory while submitting ticket without logging in" is enabled and a Freshdesk user is logged in via SSO (Single Sign On), the user sees the captcha, while it is enabled only for unlogged in users.

1
aravind.sundararajan
Skilled Expert
5 years ago
S
Apprentice
shawn.rehillApprentice
posted in Freshdesk

Custom feedback AJAX submission

Hello I am having an issue with using AJAX to submit a custom feedback page from my website. Here's what I have $.ajax({ beforeSend: function (xhr) { xhr.setRequestHeader('Authorization', 'APIkey:' + btoa('XXXXXXXX')); }, type: "POST", contentType: "application/jsonp; charset=utf-8", url: 'http://f4.freshdesk.com/helpdesk/tickets.json', data: { "helpdesk_ticket":{ "description":"Some details on the issue ...", "subject":"Support needed..", "email":"hulk@outerspace.com", "priority":1, "status":2 } }, processData: false, dataType: "jsonp", crossDomain: true, error: function (xhr, ajaxOptions, thrownError) { console.log(thrownError); } }); I get an error message ""jQueryXXXXXXXXXXXXXXXXXXXXXXX was not called" Anyone know how to resolve this issue?

1
B
Community Debut
8 years ago
S
Apprentice
sookkApprentice
posted in Freshdesk

Changing reply template subject

Hi there,Is there a way to change the subject when replying to a ticket? I know there is a agent reply template but that doesn't allow me to modify the subject of the e-mail that is sent to the users.My problem is that Google Apps (GMail) includes the original e-mail sent to the helpdesk email and removes the [#ticket number] from the subject when a reply is sent back from support agent if you are in conversation view. This means when the user now tried to reply via e-mail, the [#12] will be missing from the e-mail subject. When that happens, every-time the user respond, a new ticket will be captured in the system. I want to be able to make significant changes to the subject so that GMail will not capture the reply as part of the conversation view (otherwise my current work-around is to get everyone to turn off conversation view which is rather tedious) Conversation View On:Conversation View Off:

1
aravind.sundararajan
Skilled Expert
5 years ago
O
Apprentice
only4cars2014Apprentice
posted in Freshdesk

Queries

I have following issues I need assistance with.Help deeply appreciated.

1
annapoorna.venketaraman
8 years ago
D
Apprentice
dave_11705Apprentice
posted in Freshdesk

Create a unique embedded form per product?

I need to find a way to uniquely identify each of my 3 different embedded forms on 3 different websites for 3 different products.Right now the only way I see that being possible is to make the customer select the Group for which they are submitting the ticket.Is it possible to filter tickets based on where they are coming from?  Is it possible to submit information with each individual form without showing it to the customer?  If I can find a way to identify the product or group without making the customer do it, I can do everything else through Dispatch'r.Thanks for your help,Dave

1
aravind.sundararajan
Skilled Expert
5 years ago
J
Apprentice
jeremiahblanchApprentice
posted in Freshdesk

NaN bug inside support widget header.

I have embedded the FreshDesk popup widget in my app. We specify the popup's header to be "Support Ticket", but when it appears, it says "Support TicketNaN". (screenshot attached). The code we use looks something like this (I've only included the javascript part):  FreshWidget.init("",{"queryString": "&widgetType=popup&formTitle=Support+Ticket&submitThanks=Thanks&searchArea=no", "widgetType": "popup", "formTitle": "Support Ticket", "buttonType": "text", "buttonText": "Support", "buttonColor": "white", "buttonBg": "#14CDEB", "alignment": "4", "offset": "650px", "submitThanks": "Thanks for submitting this support ticket, we will look into it as soon as we can", "formHeight": "550px", "url": "http://oururl.freshdesk.com"});    Somewhere a javascript error is occurring when it tries to calculate a number.This NaN looks crappy. How can I hide it?

1
annapoorna.venketaraman
8 years ago
J
Apprentice
jfuhrApprentice
posted in Freshdesk

Question regarding multiple products

This is more of a question than a problem, but I didn't see a forum to post it in.I am trialing the Estate edition and it works great.  We have two other products that I want to use this for.When I go the Multiple Products page, there is nothing in there.  I guess I expect to see my 'default' product support.So before I create another product, I wanted to make sure that it didn't blow away the support stuff I initially set up, because its in production.Thanks!Jaime

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M
Contributor
8 years ago
R
Contributor
rodrigo.pereiraContributor
posted in Freshdesk

FD site template

So... where's this new FD support template?! :)

1
aravind.sundararajan
Skilled Expert
5 years ago
J
Apprentice
jeremiahblanchApprentice
posted in Freshdesk

FreshWidget cannot be initialised from Javascript.

I have installed the FreshWidget onto my app.  It works correctly if I simply copy and paste the given javascript into my HTML.That is ok, but not good enough for what we want. I need to alter the querystring dynamically, so I can set the [requester] parameter, as explained in this post: https://support.freshdesk.com/support/discussions/topics/5246But the widget does not work if I do this. Even if I copy the javascript code into the console and run it.I made two example pages:http://www.jeremiahblanch.com/freshdeskTest-1.htmlhttp://www.jeremiahblanch.com/freshdeskTest-2.htmlThe first one has the code pasted into the HTML - and works fine.The second one calls the javascript from a button click - and nothing happens.How can I modify the querystring dynamically before I call FreshWidget.init ?Thank you in advance!Jeremiah

1
F
Community Debut
7 years ago
L
Apprentice
lionelApprentice
posted in Freshdesk

imported tickets generate new tickets on reply

We have just recently imported all our old tickets from Zendesk and I've noticed that if a client responds to a imported ticket via email using the email sent from the old system it creates a new ticket and doesn't reply to the imported ticket. Is there anyway to prevent this with out having to merge the newly created ticket and rather have the response added to the existing ticket?

1
G
Contributor
8 years ago
J
Apprentice
jordans.iphone.emailApprentice
posted in Freshdesk

How to integrate with shopify?

Hello everyone.I was trying to figure out a way to fully integrate freshdesk with shopify. Currently, I have to use the dropifi app to send emails to gmail account dedicated to customer support. I then have freshdesk linked up with that gmail account in order to receive support tickets.The big problem is once a customer replies to a support ticket, it goes back to the gmail account but does not refresh the archived ticket. The main reason I'd like to integrate freshdesk is so that customer have full access to the support tickets and forums.Does anyone know if it's possible to do this with Shopify? Or do I need to move over to an app that shopify supports such as zendesk?Thanks in advance.

1
aravind.sundararajan
Skilled Expert
5 years ago
J
Contributor
jbredenhofContributor
posted in Freshdesk

Insert Image button doesn't work in Internet Explorer (IE)

Insert Image button doesn't work in Internet Explorer (IE)... upload appears to happen, but page reports "Error occurred while uploading". • Chrome works OK. • I tested with IE 8 and 10 and both failed. Unfortunately, most of my customers have strict IT departments that mandate IE, so suggesting an alternative browser isn't a viable solution. Side-note that might or might not be related to this issue: with Chrome, when it goes to the "Insert Image" dialog, you click once on the "Select a file to upload" link, and it goes to the file browser.  With IE, you have to click on the link twice to get to the file browser dialog... and then it ultimately fails.

1
aravind.sundararajan
Skilled Expert
5 years ago
U
Apprentice
uhernandezApprentice
posted in Freshdesk

The customer change his status verify through password recovery

If a customer send a email to helpdesk, the system open a ticket and record the customer en the DB. I did not verify the customer, I want only verify specific clients. All working fine up here. The problem is, if this unverified customer goes to the portal and uses the option "forgot your password?" ... the system sent the email and the customer can set a password and get access to the portal, the system change this customer to status verify. I don´t wanna this. It is a problem or is normal? How I can avoid it?Regards

1
M
Contributor
8 years ago
A
Apprentice
alexandruApprentice
posted in Freshdesk

Viewing Tickets based on Filters

I wonder where can I find a list with the filters that can be used in the apiI am would like to make a call and get the today tickets, open, with a specific pattern.Is it possible to do this ? Or I have to download all and make the search mysqlf Thank you P.S. I'm not sure if this is the right place for this thread.

1
aravind.sundararajan
Skilled Expert
5 years ago
S
Contributor
sfieldsContributor
posted in Freshdesk

Adding tags to multiple tickets at once

Hi.  I am editing our entire ticket cache and would like to be able to select multiple tickets and add tags to them all en masse.  Is this a current feature I just haven't figured out how to do or is it not currently supported?The bulk actions button doesn't seem to have tags as field and I can't seem to find a way to edit it.Can you help?Thank you,Samantha

1
aravind.sundararajan
Skilled Expert
5 years ago
P
Apprentice
pat_11599Apprentice
posted in Freshdesk

Multi Product Ticket Confirmation Email

Hi,I just created our support desk today. I created two branded support portals using the Multi Product feature and configured it's email and domain name.In testing the support email for the Product support the confirmation email includes all the details of the primary support desk rather than the Product support desk, which poses a significant problem.I have looked for support documentation on how to properly configure the settings so that the confirmation email will include the Product support details but I have been unable to find any documentation.Please help.Thanks,Pat

1
P
Apprentice
8 years ago
P
Contributor
paultContributor
posted in Freshdesk

remove the word support from the "support by freshdesk" footer

Our support portal is just called "support". This causes all outgoing emails to have a footer that says"support support by freshdesk" Can the "support" be removed or change the tag line to "powered by freshdesk".  The reason we only call our portal "support" is that the portal name appears next to our logo. So in the portal it shows as "<company name logo> support". If we called our support portal our company so the freshdesk tag line worked our portal would display as "<company name logo> company name", which makes no sense.

1
annapoorna.venketaraman
8 years ago
C
Contributor
chrishContributor
posted in Freshdesk

How do i forward emails I release from spam in gmail?

Gmail is still catching some support requests in spam. despite me setting up an SPF record.When I move them out of spam, they go back to the inbox but they don't automatically forwarded to freshdeskAnd when I forward them manually, actually... they're not even appearing! Now I am very confused.I sent a test email direct to my support desk (pizazzwpcomsupport@pizazzwp.freshdesk.com) and it appeared in the tickets.So, how do I get them from the gmail inbox to Freshdesk? Should I just reply in gmail and let nature takes its course?

1
M
Contributor
8 years ago

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