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Freshdesk

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  • 3,981 Topics
  • 10,480 Replies

3981 Topics

T
Apprentice
techdirectorApprentice
posted in Freshdesk

Activation email

i was sent the email after registering using G suite. however, it says to click the url to activate my account,,, and there is no url? anyone else have this issue?

1
hemanth.ramya
2 years ago
Michal PC
Apprentice
Michal PCApprentice
asked in Freshdesk

I can't see any editable dashboard

Current dashboard make no value for us. How I can edit settings - to see at least comparison week by week not today vs yesterday?

5
aravind.sundararajan
Skilled Expert
15 days ago
M
Apprentice
masterchrisApprentice
asked in Freshdesk

Dropdown Items Migration

Mabuhay!Is there any chance we can migrate or import dropdown list?Thank you

3
T.Belevska
Community Debut
4 months ago
B
Apprentice
brett.andersonApprentice
posted in Freshdesk

Received emails classify sender as an Agent instead of a Contact

Tinkering with the systemWhen I email from my own domain, the sender doesn't get setup as a contact, but shows as an Agent.  I tested from my Gmail account and I was setup as a contactIs that because it knows who I am individually or because of my Domain?I'd like to have any employee who emails the Help Desk to come in as a contact.  I'll setup Agents seperately

2
R
Community Debut
2 years ago
R
Contributor
rus.yates-aylottContributor
asked in Freshdesk

New Problem Tracker

We use Tracker tickets to monitor problem cases and update all related tickets. This is fine where tickets have been raised. However, if a Problem comes up before any tickets are raised, I want to be able to create a tracker. Normally I would do this from inside another ticket but in this scenario, no ticket yet exists. The only way I can see is to create a dummy ticket first, then create the tracker from within it and then delete the original ticket which is clumpy.It would be handy to be able to create new tickets as Tracker cases or at least, to be able to convert a regular ticket into a tracker.  

3
S
Community Debut
2 years ago
C
Apprentice
ccassettyApprentice
asked in Freshdesk

Disabling closed ticket notifications for agents

When we set a ticket to Resolved, it auto closes in 48 hours. But when it closes, I get pop-ups from my mobile app (Android) telling me the system closed the ticket. How can I stop this? 

1
hemanth.ramya
1 year ago
HVA
Top Contributor
HVATop Contributor
asked in Freshdesk

Detect responses from CC in rules

Hello,At the moment the Reply is Sent rule will trigger whenever a response is created on a thread, even if that response came from a CC email and not the original requester.This is very confusing as the system will trigger “customer responded” on the ticket, even though it was actually the CC’d contact that responded.Has anyone figured out a way to have Freshdesk differentiate between these two?

2
HVA
Top Contributor
6 months ago
AlessandroP
Apprentice
AlessandroPApprentice
asked in Freshdesk

Exclude merged tickets from API call

Hi,is there anyone who knows how to exclude merged tickets from get tickets api call?My current api call is the following one:GET “https://domain.freshdesk.com/api/v2/tickets?updated_since=2021-01-01T00:00:00Z&page=1&per_page=100&include=stats,requester,company,description”The ouput of this call will give me also merged tickets.I saw that the “affected_area” info most of the time is set to “Merget Ticket”, but not for all of the tickets and I did not find any other possible info about the merging.Does anyone has experience with that?Thanks a lot

3
Aishvarya
6 months ago
J
Apprentice
judyannApprentice
asked in Freshdesk

autoselect dropdown

I'm trying to set the value of a dropdown list, that is located inside a wormhole. This is the wormhole at pageloadHTML```<div id="ember-basic-dropdown-wormhole" data-identifyelement="27"></div>```once I click one of ultiple dropdown menus, the wormhole then contains all options of the dropdown menu. ```<div id="ember-basic-dropdown-wormhole" data-identifyelement="27">                                  <div class="ember-basic-dropdown-overlay"></div>                <div id="ember-basic-dropdown-content-ember294" class="ember-basic-dropdown-content ember-power-select-dropdown  ember-basic-dropdown-content--left ember-basic-dropdown-content--below ember-basic-dropdown--transitioned-in ember-view" style="top: 296.0003776550293px;left: 815.0010986328125px;width: 187.000244140625px;">            <!---->                         <ul aria-controls="ember-power-select-trigger-ember294" role="listbox" id="ember-power-select-options-ember294" class="emb

0
J
Apprentice
1 year ago
J
Apprentice
jacque.reynoldsApprentice
posted in Freshdesk

First Character in Time Log note section does not appear

When adding a new time log, the first character typed in the notes section does not appear - for example, when starting a sentence with the word Change, the word I actually see is hange. The C does not come up. This has been happening for a couple of weeks now.It is also happening to all the other agents in our Freshdesk. Have tried opening in an incognito window and it still occurs.

1
N
Community Debut
2 years ago
VaishnaviG
Apprentice
VaishnaviGApprentice
asked in Freshdesk

Schedule Export of Tickets for a specific set of accounts

Hi,As a CSM, I handle multiple accounts and I would like to schedule a report on a daily basis for all the unresolved tickets associated with my accounts. Does Freshdesk support this feature?

1
Keer
Community Debut
1 year ago
lasergojira
Apprentice
lasergojiraApprentice
asked in Freshdesk

outbound email blocked

Hi,I cannot send any outbound emails. Have been seeing issues since last friday, this is major functionality that is not being resolved… I have tickets open, and they all say they are looping in team, What do I need to do? I set up DKIM, forwarding emails through freskdesk to my gmail, and it seems to work, then stop working.  I’m currently a trial user and it’s a bit troubling to see functionality like emails not working and wondering if I should look elsewhere for helpdesk. Thanks for any help on this.

1
Pooja Bernice
Community Debut
8 months ago
lsn1
Apprentice
lsn1Apprentice
asked in Freshdesk

Failure code 4126

Getting the below error when trying to send outbound messages. request body:  {"from": {"phone_number": "+919108654995"},"provider": "whatsapp","to": [{"phone_number": "+917087156255"}],"data": {"message_template": {"storage": "none","template_name": "trips_created_but_not_updated_v2","namespace": "34066e9f_0d94_44db_8e17_f87b0306f100","language": {"policy": "deterministic","code": "en"},"rich_template_data": {"header": {"type": "image","media_url": "https://s3.ap-south-1.amazonaws.com/docs.transportclub.in/Monish%2Fimages%2F2e7f11cc2d9a40b986adf45d08f74ba5.png"},"body": {"params": [{"data": "https://app.transportbook.in/sim-tracking-vehicles"},{"data": "abcd"},{"data": "potr"}]}}}}}response:  {"outbound_messages": [{"message_id": "f914149c-23d5-4c09-90b7-294dd99e150b","from": {"phone_number": "+919108654995"},"provider": "whatsapp","to": {"phone_number": "+917087156255"},"data": {"message_template": {"storage": "none","template_name": "trips_created_but_not_updated_v2","namespace": "3

0
lsn1
Apprentice
10 months ago
M
Apprentice
Moffatt PowellApprentice
asked in Freshdesk

Deleted Attachments from FreshDesk

We use our FreshDesk for both IT Help Desk as well as for Information Security requests (onboarding/offboarding/change in role/permission changes, etc.).  As many times as we’ve told our management teams not to send PII through the system, they still do from time to time in the form of attachments which we have to delete from the ticket to remain in compliance with federal and provincial privacy legislation.My question is:  Does FreshWorks also delete the attachment permanently from their servers, including the metadata surrounding the file, when we delete it from our ticketing system?  If they do not, then we are still not in compliance with our country’s privacy laws.Thanks!

2
Pooja Bernice
Community Debut
6 months ago
C
Contributor
cbarinaContributor
posted in Freshdesk

New ticket form on support portal - focus jumps to last field (Description) rather than first field (First name)

Hi,Wondering if anyone else has encountered this - https://edgeassessment.freshdesk.com/support/tickets/new - if you click on that link, the onload focus (first input point) jumps to the textbox rather than the first field listed on the form. I checked the code, and it's based on the snippet {% snippet new_ticket_form %} so I'm unsure how to modify this. Anyone have ideas?

3
V
Contributor
9 years ago
N
Apprentice
nicolae-alexandru.badeaApprentice
posted in Freshdesk

Agent view Add ticket to Kbase soutions Button

Hello,I was searching for such custom app but unfortunately i found some 2-3-4 years old topics with no resolution. Bellow you can find the code to integrate into Agent ticket view a button in order to send the current ticket to solution Knowledge base.    jQuery(document).on('sidebar_loaded', function(event,data) { jQuery("<br><input class='btn btn-primary' onClick='jQuery.fn.myFunction();' id='helpdesk_ticket_submit_kb' value='Create KBase Article'>").insertAfter("#helpdesk_ticket_submit_dup"); }); //Create article jQuery.fn.myFunction = function(){ //alert('You have successfully defined the function!'); //Create Kbase jQuery.ajax( { url: "https://yoursite.freshdesk.com/solution/categories/[cataegID]/folders/[folderID]/articles.json", type: 'POST', contentType: "application/json; charset=utf-8", dataType: "json", async: false, cache: false, headers: {"Authoriza

3
M
Contributor
6 years ago
B
Contributor
bradley.pallisterContributor
posted in Freshdesk

Specific Forums for Multiple Products

How do you restrict certain forum categories to a specific product?So when you go to product.mydomain.com it only shows a certain forum category?  In other words, I don't want a particular forum category to show against the generic support.mydomain.com.When adding a new forum it doesn't give the option to restrict the forum to a solitary product.Any ideas

5
sajesh.krishnadas
Contributor
7 years ago
K
Apprentice
kenlangstonApprentice
posted in Freshdesk

Uncaught TypeError: t.dispatchEvent is not a function

I'm seeing this message in Google Chrome's Inspect dev toolUncaught TypeError: t.dispatchEvent is not a function

1
K
Apprentice
7 years ago
J
Apprentice
john.vannucchiApprentice
posted in Freshdesk

new phone tickets come in as email under source

We use ring central and any message that comes in to FD log comes in as an email ticket under "Source". We can go in and change the source to phone later on but the original data stays as an email. Meaning all of our weekend phone call messages that we get on Mondays from over the weekend are already speced as an email. We cannot go in and change the source to phone and have that reflect in the overall workload report.Any voice mail message ticket created is starting out as an email and updating the source to "Phone" affects nothing in the data. . .Is there a way to have all phone messages from now on come in as a "phone" under source automatically?thanks so muchJohnMohu Customer Support Team

3
P
Community Debut
7 years ago
D
Contributor
dloewContributor
posted in Freshdesk

Incorrect Ticket Time

In Admin>Rebranding, our time zone is set to US EasternThe time stamp on all of our tickets is off by one hour.

3
D
Contributor
7 years ago
A
Apprentice
al_15020Apprentice
posted in Freshdesk

API V2 and Ticket Filters

I've switched all my use of the FreshDesk API over to V2 except for the need to get tickets based on filters.  I have a bunch of apps that use tickets retrieved by the 10 digit ID. When will V2 let me retrieve tickets using such filters? Thanks.

2
A
Apprentice
6 years ago
J
Apprentice
justin_12542Apprentice
posted in Freshdesk

How to get tickets by status of a user?

We are building a custom CMS platform and have chosen to go with Freshdesk as our support system.Ultimately, we'd like users to be able to stay in our dashboard to manage their support needs.  We feel that this will reduce confusion with our users as they would only need to manage one login (the one to our CMS) and not two (an additional login for Freshdesk).Using the API, we'd like to be able to do simple tasks like show tickets for a given user (open/closed/all), create a new ticket, and reply to an existing ticket.Right now, we have our users make a "support profile" in our system before they can interact with the other features.  This records some data on our end, makes an API call to create a new contact, and attaches the user ID that comes back to their account.  This saved ID is then used to make the API calls throughout the rest of the dashboard.In our current setup, we are basically using an "API" user to make all of these requests, and we send over "requester_id" based on inf

3
aravind.sundararajan
Skilled Expert
5 years ago
N
Contributor
nanaylukasContributor
posted in Freshdesk

FresDesk App Customer in Ticket New Page

Hi, I want to know if it is possible for an Custom App to be displayed on the new tikect page? I read that from the file to "manifest.yml", but I have not had success.

7
R
Contributor
5 years ago
D
Contributor
dferberContributor
posted in Freshdesk

Freshdesk issues with IE 11

When using IE 11 (even in compatibility mode) there are quite a few issues with site functionality. Portions not loading, javascript prompts when using buttons, copy/paste in windows not working. We're starting to see more of this now that IE 11 is release for Windows 7.

4
M
Contributor
9 years ago
M
Apprentice
matt.curdApprentice
posted in Freshdesk

Agent collision detection unreliable

Sometimes agent collision works, sometimes it just doesn't. I will keep investigating a similarity between times it doesn't work. Very important feature though that is currently unreliable. 

3
aravind.sundararajan
Skilled Expert
6 years ago

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