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Freshdesk

Freshdesk

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

4,109 Topics
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suraj.joshiApprentice

asked in Freshdesk

Can we integrate our calling app as a widget inside Freshdesk which can be movable

Can we integrate a third party calling app as a widget inside Freshdesk which can be a floating widget or fixed. Means, can user move that calling widget all over the screen?

1 year ago

xbaboonApprentice

posted in Freshdesk

Tickets created by email - notification emails not being sent

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?

4 years ago

anylenApprentice

asked in Freshdesk

Using the requestors mobile phone number {{ticket.requester.mobile}} as a placeholder in an automation?

I want to use the mobile phone number {{ticket.requester.mobile}} as a placeholder in an WFA webhook call, but this seems not to be available, only {{ticket.requester.phone}}. Seems to be available in Freshdesk. Anyone here with any luck using requestors mobile number in a WFA or can confirm that this is not possible?

1 year ago

esculapionewsletterApprentice

posted in Freshdesk

Can't login and..

Hello, we activated the free plan tohttps://esculapio.freshdesk.com/support/home1) If I try to register as a new user through socials: Facebook returns me error, Twitter works but does not login me after returning page. If I try to register me with name and email, I have no activation email and in admin dashboard there is no my account in contact page.2) I tried to setup the portal with the tickets available also for not registered users: I start a new ticket but after confirmation I do not receive any email to check it then. Ticket appears only in admin dashboard (not in portal page if I logged as admin)Why there are so many issues in starting steps? Your product appears well done!

5 years ago

sazrielApprentice

posted in Freshdesk

Email received are not converted to ticket

HelloWhen a mail is sent to our service mailbox (polled by Freshdesk), ticket is not createdMultiple tries at various intervals and same status.How could it be possible?Thanks in advance for your attention.Best regards,

3 years ago

szempyApprentice

posted in Freshdesk

Feedback widget chrome not working 307 Internal Redirect

Hello.I have put the popup feedback widget on our site, but in Chrome Version 69.0.3497.100 (Official Build) (64-bit) when i click on the button and it tries to load the content i get 307 Internal Redirect and it redirects to about:blank.https://companyname.freshdesk.com/widgets/feedback_widget/new?&widgetType=popup&formTitle=Help+%26+Support&submitTitle=Send+Feedback&submitThanks=Thank+you+for+your+feedback&captcha=yesI have tried this : https://s3.amazonaws.com/assets.freshdesk.com/widget/freshwidget.js and thishttp://assets.freshdesk.com/widget/freshwidget.js as well with and without ssl.

4 years ago

paolo.servadeiApprentice

posted in Freshdesk

Forward via API

With the API can reply to ticket or insert a note, but I can not forward It is correct? Many thanks

6 years ago

carlos_21190Apprentice

posted in Freshdesk

Error opening Tickets. "We are sorry. You have been restricted from accessing this helpdesk page"

Hi. From some days ago, is not possible to open tickets from our support site. After create a ticket, customers gets the message:We are sorry. You have been restricted from accessing this helpdesk page.Our site is:https://xcialsoporte.freshdesk.com/support/tickets/May you check it?Thanks in advance for your support.

2 years ago

drew_16269Apprentice

posted in Freshdesk

Sign In using Google / Facebook / Twitter?

I'd like our customers to be able to use their social network accounts to log in rather than having to create yet another email/password to remember.I've turned on the "Allow users to Sign in using... Google Twitter Facebook" checkboxes in the portal, but when I try to use the Google button to log in it says "Sorry! You do not have enough permission to access this page. Please contact your Account administrator or Signup from Freshdesk Home page". When I try to sign up using Facebook I get "We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."Am I missing a step? Do these features not work if I have my own CNAME on the portal?

4 years ago

stu.wilsonContributor

posted in Freshdesk

MINT- This company is no longer associated with this contact

Switched to Mint and I'm seeing a warning exclamation against most of my contacts when in ticket viewThe client definitely is a member and is the primary contact and it doesn't happen in the old classic view

4 years ago

bcarrApprentice

asked in Freshdesk

How do we track estimated time to Time Logs?

Our goal is to have two fields for a ticket: Estimated Time and the Time Logs that already currently exist (we love the Time Logs!). Then, we would want to compare Estimated Time and the Time Logs with Reporting/Analytics. At the end of the week or month, we could run reports. For example, an agent might’ve been assigned an estimated 40 hours of tickets this week, but actually logged 60 hours. We could check if we estimated poorly or that agent needs training to resolve those types of tickets faster. Or an agent was assigned 32 estimated hours of tickets this week, but it only took them 16 hours to resolve. We could check if we estimated poorly or that agent is putting band-aids on problems too quickly instead of following the right processes/procedures. Thank you!

7 months ago

uroosadys292Apprentice

posted in Freshdesk

Integration with PHP Website

I want to integrate freshdesk with my websites...What should i do?

5 years ago

igorApprentice

posted in Freshdesk

Count of opened tickets

I need to add new tile to our company's dashboard that shows the number of opened freshdesk tickets to signed-in manager. Searching through the forum I have found topics with old replies saying that the API required for similar problems is on your roadmap. If it has been implemented already, could you advice what API calls shall be used and how? If it is still not available, do you have any estimate when it will be done?

5 years ago

mannsFeatured Influencer

asked in Freshdesk

Freshdesk versus Salesforce?

Hi all, this isn’t an opportunity to pan Salesforce but rather that I’ve a customer who uses Salesforce and is looking for alternatives.What can you, as a customer that has moved from Salesforce to Freshdesk (or considered both and chose Freshdesk), tell me about the differences?Thanks for your help.

6 months ago

Jagadeesh_kanumuriApprentice

asked in Freshdesk

how to import my domain (Companie) mail id into freshdesk as contact

6 months ago

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.

6 years ago

herbContributor

posted in Freshdesk

Basic hyperlink format / query string and values for SSO

Hello, the following is the hyperlink I generate via Ruby and the output looks something like this: https://evisit.freshdesk.com/login/sso?&email=1@1.com&name=Herb Meehan&timestamp=1480974001&hash=f454f15e13bb8f6aee7ba329e60b9c08 No matter what, I was always getting a Invalid time entry and I'm taken to this url: https://evisit.freshdesk.com/login/normal Here's a little bit of the Ruby code I have in place: Does anything stand out as bad? def time_in_utc Time.now.getutc.to_i.to_s end def url_params "#{full_name}#{ENV['FRESHDESK_SECRET_KEY']}#{email}#{time_in_utc}" end def gen_hash_from_params_hash digest = OpenSSL::Digest.new('MD5') OpenSSL::HMAC.hexdigest(digest,ENV["FRESHDESK_SECRET_KEY"],url_params) end def get_link "https://evisit.freshdesk.com/login/sso?&email=#{email}&name=#{full_name}&timestamp=#{time_in_utc}&hash=#{gen_hash_from_params_hash}" end

5 years ago

fabien.billiardApprentice

posted in Freshdesk

pasting images

Hello, We have a problem with Freshdesk when we use Images but when i received the mail in Outlook and Gmail, the image is not visible Thank you Fabien URL Freshdesk : http://support.immpact.itga.fr

5 years ago

stevemcTop Contributor

posted in Freshdesk

Freshdesk Ideals forum - Submit and Idea button is not working

The “Submit and Idea” button in FreshDesk Ideas Forums does not result in any action. Appears to be broken.I click the button below and nothing happens.

2 years ago

dave.kavanaghContributor

posted in Freshdesk

Ticket can't be merged when it is connected to a Tracker

If a ticket has been linked to a Tracker, it will no longer show up in searches when an agent attempts to merge another ticket into it. Steps to repro:Create a ticket Assign that ticket to a TrackerCreate another ticket by the same customerTry to merge the new ticket into the originalExpected result:Normal mergingActual result:Search for ticket ID returns 'no records' Search for customer shows all tickets for that customer apart from the one linked to a TrackerI have a gif of this in action but it shows customer data so I've not posted it here.

4 years ago

Rawlin HApprentice

asked in Freshdesk

I’m not able to install the SDK with the command you’d shared in the documentation earlier. What do I do?

As of Monday, July 11th, we have updated the Freshdesk SDK to version 1.0.0. If you got an install command via the beta documentation earlier, it is no longer valid. To install v.1.0.0 of the Freshdesk SDK, fire up your terminal and punch the following command in: npm install http://dl.freshdev.io/sdk/frsh-sdk-1.0.0.tgz -g If you’re still facing any problems with installing the SDK, let us know below!

4 years ago

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