Visit Freshworks.com Visit Freshworks

Freshdesk

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

  • 3,643 Topics
  • 9,584 Replies

3643 Topics

J
Contributor
jsuffetContributor
posted in Freshdesk

Zoho Freshplug - Job Posting

Hello - We would like to pay for some work to be done on a Zoho Freshplug.We need to display some custom information pulled from the contact similar to the Capsule Custom Fields Freshplug.Is anyone interested?  Please jsuffet at ecedesign dot com 

1
B
Contributor
6 years ago
J
Apprentice
jimwApprentice
posted in Freshdesk

Android Apps Reply From?

When I reply to a ticket from the Android app the reply is sent to customer from company name. When I reply from desktop, from agent name. Anyway to have agent name in reply from app?  Thanks! 

1
A
Top Contributor
5 years ago
R
Apprentice
rfelicianoApprentice
posted in Freshdesk

Email notification

I noticed agents are not getting email notifications when users send a service/support request to the our support mailbox. It will sit unassigned until I assign it to a group. Then notifications will work only for those agents that are apart of that group. Is there a way I can setup an email notification if a ticket is unassigned to a group?   

1
R
Apprentice
6 years ago
M
Apprentice
mrjohnbrackettApprentice
posted in Freshdesk

Can't view new tickets or change status of existing ones

Hey guys,We're currently experiencing an issue in FreshDesk where we don't seem to be able to see any new tickets or change the status of any existing tickets.I saw on your Updates website that there are currently intermittent issues. Is this the cause of the problem that we're experiencing? If so, do you have an ETA on when it might be fixed?Many thanks,John

1
M
Community Debut
6 years ago
C
Apprentice
cohearnApprentice
posted in Freshdesk

iOS app now allowing call back of recent numbers

The list of numbers in the phone part of the Freshdesk iOS app does not allow clicking of phone numbers. This makes it very difficult to call clients back or to make any calls at all.

1
C
Apprentice
6 years ago
J
Apprentice
jleonardiApprentice
posted in Freshdesk

Agent email messing with delimiter functionality

 My account has 3 agents associated with it. When a user submits a feedback ticket, it creates it in Freshdesk and sends the same information to the agent's emails with the delimiter for us to send back to Freshdesk. Since the agent is submitting the email back to freshdesk, it reads the information inside the delimiter and populates the ticket fields with the information.This worked perfectly fine as it always has until last Wednesday. All of a sudden, anytime the agent replies to the email, the delimiter vanishes in the ticket notes in freshdesk as if it reads the data like normal. Problem is, the values don't populate the ticket fields. Nothing happens, nothing changes, thus the ticket doesn't update and all the fields in the ticket remain blank.After a lot of testing, I figured out that the problem is the signature & footer of our emails. When we click 'Reply' to the ticket in our Microsoft Outlook email accounts, our personal default signature and company footer automatically

1
A
Top Contributor
5 years ago
A
Contributor
andy.wainwrightContributor
posted in Freshdesk

Use of "Merged" in rules

 We have implemented a rule that advises all agents of an unallocated ticket. Unfortunately if a new ticket is merged without allocation the rule still runs on both parent and child ticket. is there a way of building rule to not act on the 'child' merged tickets. I have submitted a ticket on this but wondered if any other user has found a work around.

1
A
Top Contributor
5 years ago
S
Apprentice
schlumpfApprentice
posted in Freshdesk

Chat from same computer / browser, different users

I am trying to integrate the freshdesk chat feature into our app. I am prepopulating the visitor name via FRESHCHAT_VISITORINFO. According to the freshdesk instructions this needs to be placed just before the freshDesk chat script. Unfortunately when this is run I do not yet have the logon information - ie the users name. If I set the name on FRESHCHAT_VISITORINFO once I do have it it seems like the freshDesk script has already run without that updated name. The chat box does not pick up that change and I'm just seeing the chat from the previous session. Is there a way to update the name and force freshDesk to refresh with that name?

1
A
Top Contributor
5 years ago
M
Apprentice
marco.franseApprentice
posted in Freshdesk

Announcements specific to a portal page

It appears that announcements are site-wide. But what if you want to show announcements only on certain pages? e.g. we have a customer portal and we would like announcements that are specific to this customer portal only not site wide.

1
A
Top Contributor
4 years ago
M
Apprentice
mike_13750Apprentice
posted in Freshdesk

IF/ELSE Liquid snippet to check for homepage

Hi there, I need to check whether we are on the portal homepage and display different class names, is there a liquid snippet available for that?Something like{% if portal.home %}<!--Do Something Cool-->{% endif %}Thanks!

1
V
Community Debut
6 years ago
E
Apprentice
ecolomboApprentice
posted in Freshdesk

Solutions Layout

Every time I create a solution and I type text in simple arial once I publish it all the layout is messed up, some of the text is smaller, some is larger, there are spaces where they shouldn't be. Anybody knows how to solve this issue?

1
A
Top Contributor
5 years ago
Y
Apprentice
yashanandanApprentice
posted in Freshdesk

Freshdesk Widget Submit Button

 Hi All,I am using the freshdesk widget and would like to know whether the submit button in the widget can be customized. The color of the button does not go well with the theme of my site.

1
A
Top Contributor
4 years ago
O
Apprentice
office_12764Apprentice
posted in Freshdesk

How can I add a footer below all of the solutions?

Hi,I would like to follow up on this thread that is marked as "solved" without, however, mentioning the solution.I need to add a disclaimer below the solutions. A link would also be fine, but I would prefer to have the text directly on the same page.Please note that the request is not about removing the footer (with the credits to Freshdesk). I just need to add additional text.Thanks!

1
A
Top Contributor
5 years ago
K
Apprentice
ksargentApprentice
posted in Freshdesk

Tickets in system dont match the reporting

Group Ticket summary does not reflect actual tickets in fresh desk

1
A
Top Contributor
5 years ago
M
Apprentice
mszulereckiApprentice
posted in Freshdesk

Email notifications

Is there any problem with outgoing email notifications (for example with new ticket created)?Since few days my customers dont get any notifactions excluding new user created...

1
P
Community Debut
6 years ago
B
Apprentice
birantApprentice
posted in Freshdesk

SLA Policies

I am trying to test the SLA Policies at the moment. The workflow is as follows. When an email is received an automatic ticket is created and assigned to me. Then I read and observe it. Then I assign it manually an priority and assign it to our agent A. If agent A does not respond to it in 15 minutes (which I modified the default SLA) it should be escalated to agent B but that does not work. I also tried to create a seperate SLA but no result. Any comments?

1
A
Top Contributor
5 years ago
C
Apprentice
c.blauApprentice
posted in Freshdesk

Reply HTML signature in Chrome

Hi ThereI am having an issue when replying to a ticket. The HTML signature is not being displayed correctly. I actually see the HTML tags, please see here http://www.awesomescreenshot.com/image/808590/ced0c5dc77359124539d698cebfdac8aI am running Chrome for Linux Version 47.0.2526.73 (64-bit)Please advise. Kind regards,Christoph

1
A
Top Contributor
5 years ago
A
Apprentice
andrewrogersApprentice
posted in Freshdesk

Response to a deleted ticket should open or fork it

It appears that if we delete a ticket and a customer replies to it, the reply is appended to the deleted ticket. It's hence never seen or noticed for action.Would it not be better for it to fork the response into a new ticket? or restore the ticket?Is there a setting or a work around to change this behaviour?

1
A
Top Contributor
5 years ago
M
Apprentice
mathewApprentice
posted in Freshdesk

Customer cant view portal without being logged in

 Hi there,Is there a way my customers can view the portal with their current when not logged in?Thanks Mat

1
A
Top Contributor
4 years ago
P
Apprentice
peter_13342Apprentice
posted in Freshdesk

Using "custom_fields" and "cc_emails" When Creating Tickets Using the New V2 API

I am using PHP CURL to call the create ticket endpoint on the new V2 APIs. I am creating tickets using the POST /api/v2/tickets endpoint. I am able to create new tickets as long as I don't include the cc_emails key in the parameters I send to the API. The following params work: $params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2); But as soon as I add the cc_emails key / value pair, I get a 500 message from the Freshdesk servers: $params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2, 'cc_emails' => array('peter@pointivo.com')); The same error occurs if I try to add custom_fields to the parameters$params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2, 'custom_fie

1
S
Community Debut
6 years ago
F
Apprentice
fabric9Apprentice
posted in Freshdesk

Notifications on OnePlus2?

I can't get push notifications to work on my OnePlus2 (using OxygenOS, a spin-off from Android 5.1). I don't even get in-app notifications for things I should get (the notification pane is completely empty).The first time I installed the app, I got a textbox about having to install something in order for notifications to function properly. I can't seem to get this message to appear again, despite completely reinstalling the app. I don't recall exactly what it said, as I was a bit too busy to take note of it at the time.

1
F
Apprentice
6 years ago
P
Apprentice
pjohnApprentice
posted in Freshdesk

Time tracking through API

Where in the API can I access time tracked against a ticket? Listing a ticket does not output any information on time tracked against it. Am I missing something?

1
R
Community Debut
6 years ago
G
Skilled Expert
geirmundSkilled Expert
posted in Freshdesk

Suggested search results on home page should not be TICKETS

Hi,As end-users have a pretty good handle on their own tickets, the suggested search results when you start typing on the home page should not be a list of tickets.This also goes for the search results - the 'All' bucket should not give such a high precedence to tickets.One of our end-user today took time out of their day today to highlight this issue.Best wishes,geirmund 

1
A
Top Contributor
4 years ago
J
Apprentice
jbattleyApprentice
posted in Freshdesk

Emails missing over the weekend...

We have received no new tickets over the weekend - and I know the messages were sent as we have the emails sent to a mailbox and freshdesk.I am concerned about reliability in message receipt...

1
A
Top Contributor
5 years ago
E
Apprentice
elance37Apprentice
posted in Freshdesk

API for Searching Customer

 I am having trouble in querying the contact using phone number. If the phone number contain only numeric e.g. 1234567890, it works fine. However if it contains "-", "+", "(" or ")", the api fails. This means I can not query international numbers or the standard format in which US numbers are written. e.g. "(123) 456-7890" or "+44 1234567890". This creates ambiguity. I passed these characters by encoding only. I even tried to put quotes around whole phone number. https://domain.freshdesk.com/contacts.json?query=phone%20is%20%1234567890 : Pass https://domain.freshdesk.com/contacts.json?query=phone%20is%20(123)456-7890 : Failhttps://domain.freshdesk.com/contacts.json?query=phone%20is%20%2B441234567890 : FailDoes anybody has any idea how to query phone number having such (valid) characters?

1
R
Community Debut
6 years ago

Badge winners

Show all badges
Terms of UseCookie settings