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Freshdesk

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  • 3,565 Topics
  • 9,339 Replies

3565 Topics

R
Apprentice
rickymelvilleApprentice
posted in Freshdesk

reported via phone

I've created tickets by email and by portal.They all say "reported via phone".How can I change this?Thanks,Ricky

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Community Debut
2 years ago
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Contributor
alejandro.boteroContributor
posted in Freshdesk

Problem with Ticket Fields (Type) in Sprout Plan

Hi,Since yesterday I cant change or add more "Type" options in the Ticket Fields.When I save the options that I need, appears  an error: Your ticket field could not be saved. Please try again.This error only appears in the Sprout Plan. The Blossom Plan dont have this error.

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Community Debut
2 years ago
S
Contributor
support1Contributor
posted in Freshdesk

Scheduled call mail notification

  Hello, Is it possible to add a ticket field, that you can set time there, and when the time arrived, the agent assigned to the ticket will receive a mail notification? Fr example, if the requester asked to call them at 13:00 , the agent will set the time and will get a mail notification at 13:00 to call the requesterThank you! J  Avital.  

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Top Contributor
3 years ago
F
Contributor
freshdesk_18321Contributor
posted in Freshdesk

Missing API call: Create new Custom Field on an object

Is there a way to register a new custom field on a object using pure api calls?As part oi an app custom installation procedure, I want to create an additional custom field on the client object, but cannot find a way to perform this task using the API.I can see that I can get a list of custom fields, so could ask the admin person to perform the task on my behalf, but this will not give a good customer experience.

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R
Community Debut
3 years ago
J
Apprentice
jeff_19664Apprentice
posted in Freshdesk

Are there placeholders for custom fields in liquid?

I am looking into Freshdesk as a replacement for our current ticketing system.   I understand that in the Estate plan, I can customize the user's (customer) portal with CSS/HTML.   I looked at Liquid but it appears you cannot use custom fields in as placeholders.  What I need is the following ability:I would like to embed a URL into the portal that connects to another resource we manage.  The URL is unique to each user (uses a API key), e.g.http://example.com/?TOKEN=##############Where TOKEN is an unique API key that would be set as a custom field in the user's profile.    I would like to show this on the login page.  Is this possible?  I did not see the ability to use any custom placeholders in liquid. 

9
ammon.nelson
Contributor
16 days ago
E
Contributor
EstherContributor
asked in Freshdesk

How do you add a colleague to the freshdesk app in a slack workspace ?

Hey,as you can see, I am authorised on the freshdesk app in our slack channel. My colleague who took this screenshot is not. Please advise how to authorise him? When he adds Freshdesk to his Slack app, he gets this:(the settings button top right doesn’t do anything)But when I add it to my slack app, I can see open and pending tickets and reply directly from Slack.Please advise. Thank you

9
hemanth.ramya
8 months ago
S
Apprentice
soporteg5Apprentice
posted in Freshdesk

72 hours without service. Service disrupted

Our support site is https://axiong5.freshdesk.com. When we try to sign in as agents, we always get the error indicated above Unable to load page. We encountered an unexpected problem (check your network connection).

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Top Contributor
4 years ago
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Contributor
guanle.shiContributor
posted in Freshdesk

customer survey display issue

there are some random display on the customer survey, how to make it display normally?Please see pic in below. 

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Top Contributor
4 years ago
C
Apprentice
csetterApprentice
posted in Freshdesk

Why is Freshdesk Support so HORRIBLE?

Seriously, I can't figure out why ANYBODY is using this service.  Am I missing something?  I can't possibly imagine actually giving this company any money. I try to use the chat... I wait 12 hours with no response.  I open up tickets... and they disappear.Somebody please help me understand?

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Community Debut
2 years ago
O
Contributor
onlinebiblesupportContributor
posted in Freshdesk

How can I find details of errors

I am using the Mint version of FreshDesk. We sometimes get duplicate tickets created when a customer replies using a different email address (or using an alias). I then first merge the customers, but find the ticket merge functionality useless. When merging the two customers, I now got the error "The adapter rejected the commit because it was invalid" ad well as a message that the merge was completed. I realise what the message means (that a commit to the database could not be made). But that probably means something is incorrect. I have not seen this error before. So how can I find out what went wrong and where we need to correct something?

9
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Top Contributor
4 years ago
M
Apprentice
martin_16314Apprentice
posted in Freshdesk

Office 365 Emails going to Junk

 I am seeing an issue where all my outgoing emails from Freshdesk end up in Junk at my customers' end. This is needless to say causing a huge issue as my customers are not seeing my emails etc. I have raised a ticket for this, they asked for all the headers - I've looked at them myself and can see all emails have a BCL score of 8 - which is high enough to get them junked by the Office 365... which is a big problem as I sell a lot of office 365 licenses to my customers and so none of them are seeing any of my ticket updates!!Is anyone else seeing this issue? I may well have to switch helpdesk providers if this is going to be the case from now on. 

9
A
Community Debut
1 year ago
K
Contributor
kenneth.chikContributor
posted in Freshdesk

iOS App Crashes

FreshDesk App Version: 4.9.3iOS Version: 12.1The app crashes when I attempt to view the notifications list. I've tried restarting the phone, logging out of the app, as well as reinstalling with the same results. This started after I updated to iOS version 12. Screenshot of what I'm tapping before the app crashes.Any app updates on the horizon?

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Top Contributor
3 years ago
D
Contributor
dmortimerContributor
posted in Freshdesk

Tickets not closing when merged

When merging tickets the secondary ticket should be closed automatically, but this feature has stopped working and we have to manually close these. how can this be turned back on

9
foxcubmama
Skilled Expert
4 months ago
J
Contributor
Jonathan.MartinPNAContributor
asked in Freshdesk

Help - Local occasional agent unable to login because we have been redirected too many times

Hello, I’m looking for assistance to resolve a login issue. When attempting to login with an occasional agent using a password I created(not SSO) I receive the error “This page isn’t working right now. URL redirected you too many times.” I have no problem when using a Full time agent using SSO. Please let me know what might be causing the issue. Thank you,Jonathan  

9
hemanth.ramya
6 months ago
I
Contributor
industContributor
asked in Freshdesk

How to Force Customers To Search First

Hi all,Despite our best efforts, we are getting soooo many support tickets via our Freshdesk asking questions that are already answered in our extensive knowledge base.Basically, we can’t handle it, and further to that we have no desire to handle it, either.Using Freshdesk how does one force the customer to search the knowledge base FIRST, and only open up the option for them to raise a support ticket IF their query isn’t answered?Also, how does one edit the pre-filled text in the knowledge base search function?Currently ours reads “enter your search term here”.

9
prashanthini.mande
Community Debut
1 year ago
G
Apprentice
gavinApprentice
posted in Freshdesk

Forwarding emails no longer puts in correct user

Hey,When i use to forward an email to freshdesk it would know that the ticket should be created under the actual user and not my email address.This no longer happens. Make it so!

9
A
Community Debut
2 years ago
C
Contributor
c.trumplerContributor
posted in Freshdesk

403 Forbidden after submit a ticket.

Hello,Same problem as other tickets, unable to create a ticket : 403 Forbiddenhttps://support.freshdesk.com/support/discussions/topics/50000002794https://support.freshdesk.com/support/discussions/topics/50000002785Regards,-- Cyril Trümpler

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Community Debut
2 months ago
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Contributor
gbloorContributor
posted in Freshdesk

Where did the red eyeball go?

There used to be a red eyeball that appeared in the interface when an agent was in a ticket that another agent was also viewing. We don't see this anymore and we have run into issues with 2 agents working on the same ticket at the same time. Any chance this feature can be turned back on?Thanks, Graeme.

9
A
Top Contributor
4 years ago
B
Contributor
bencurthoysContributor
posted in Freshdesk

Typing / in a note or ticket

I have keyboard shortcuts switched off, but EVERY TIME I type a "/" character into a support ticket (which I do a lot) it pops up a menu to search canned responses (which I want NEVER) and it's annoying the hell out of me.How do I make that "typing a / pops up a menu and ruins your train of thought" feature to go away and never come back?

9
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Community Debut
3 years ago
M
Apprentice
matteoApprentice
posted in Freshdesk

Website Name

How do we change our website URL?Currently we are using gchospital.freshdesk.com.  Can we change this to gchealth.freshdesk.com? or how about our own? support.green-clinic.com would be nice.

8
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Top Contributor
3 years ago
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Contributor
nikkiContributor
posted in Freshdesk

Adding Solutions to Tickets

How do I add a solution to a ticket if it doesn't appear as a suggested solution?  I've used all the same tags and it's just weird that it isn't showing up.

8
V
Contributor
9 years ago
C
Apprentice
complaintsApprentice
posted in Freshdesk

Deleted Contacts and new tickets?

Hi, we deleted all our contacts in Freshdesk in order to start with a better organized situation again.While testing, I noticed that my emails did not go through to Freshdesk. After a long search, I restored the email address I used in contacts again.After this, I send another email, and now it went straight into Freshdesk!Does this mean, that once you delete a contact, and this person sends an email to the email address that is connected to Freshdesk, won't be able to get a ticket?(so, not creating a ticket via "New Ticket", but via the email address).Thanks for the info.

8
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Top Contributor
4 years ago
C
Contributor
chrishContributor
posted in Freshdesk

How do I create an HTML ticket form on a website

Hi guysI make wordpress plugins and want to include a ticket submission form in the backend.  I don't want to install any javascript on their sites, so this would need to be done using a HTML form.Is that possible? If so, how do I do it?Thanks

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H
Community Debut
8 years ago
U
Apprentice
uppedsticksApprentice
posted in Freshdesk

Customer portal translation

Is there any way to translate here all the text?http://iloveasia.freshdesk.com/support/solutionsBecause your translation is partial, i.e. "How can we help you today?" is still in English even though the Russian language was chosen for the interface. 

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M
Community Debut
4 years ago
D
Apprentice
dworkApprentice
posted in Freshdesk

Using API with existing username/password

As I understand it, I would need to imbed a valid agent's username and password in any API request. This is somewhat impractical - I am the owner and don't want my username and password made available to my programming staff; they don't want their passwords available to each other or to me, for that matter. As a small company, I will have only 3 agents altogether, so adding a non-functional API agent would be relatively expensive.Suggestion (if you agree that this type of agent could/should be free) - create an Agent restriction called "API agent" that doesn't have any authority other than to use the API -- one that doesn't chalk up a fee as a regular agent.

8
A
Community Debut
3 years ago

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