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Freshdesk

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  • 3,871 Topics
  • 10,107 Replies

3871 Topics

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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
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Contributor
shallContributor
posted in Freshdesk

FreshDesk will be removing support for Custom Apps (FreshPlugs) within a few months.

I've learned that FD is planning a UI update that will be removing support for all Custom Apps.  Apps (some? All?) from the market place will still be available, but custom ones will no longer be possible after the update.The update will be coming in a few months, so this is a head's up for anyone (like us) that uses custom apps for integration into the other systems you may be using.

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Community Debut
4 years ago
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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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aravind.sundararajan
Skilled Expert
4 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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Community Debut
3 years ago
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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. 

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ammon.nelson
Top Contributor
5 months 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

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hemanth.ramya
1 year 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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aravind.sundararajan
Skilled Expert
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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aravind.sundararajan
Skilled Expert
4 years ago
D
Apprentice
daniel_15820Apprentice
posted in Freshdesk

Can't turn off ticket re-opened notifications

I receive a notification for every ticket that is re-opened in addition to the comment itself. I don't need both. So I want to turn off the re-opened notification. I found this, however it looks as if the solution (change setting in Observer) has been deprecated: https://support.freshdesk.com/support/discussions/topics/299291 What's the best way to turn off that notification now?

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A
Community Debut
3 years ago
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Apprentice
Michel BattyApprentice
asked in Freshdesk

Dashboard Issue

We are using the Sprout version of FD, upgrading later this year. The Dashboard shows 1 open ticket and 1 unassigned ticket. When I click on either one I am taken to a page that says “No tickets here.” Where are the missing open and unassigned tickets. We want to close them out.

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alyssia.correa
4 months ago
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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
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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?

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aravind.sundararajan
Skilled Expert
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. 

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Community Debut
1 year ago
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Apprentice
kirsty.clarkeApprentice
posted in Freshdesk

Tracking Canned Response Usage

Hi Everyone, I believe there is an app which can be used in conjunction to FreshDesk to allow you to track the number of canned responses used within it.Is anyone aware of what this app is called?Thank you! Kirsty

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sonjeffry
Community Debut
4 days 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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aravind.sundararajan
Skilled Expert
4 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

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foxcubmama
Skilled Expert
9 months ago
R
Apprentice
raluca.hreniucApprentice
posted in Freshdesk

Integration GitLab

Hi guys, Would it be possible a Gilab Integration?Thank you and please!!!!:)

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Community Debut
5 years ago
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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  

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hemanth.ramya
1 year 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”.

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prashanthini.mande
Community Debut
1 year ago
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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
3 years ago
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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
7 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.

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aravind.sundararajan
Skilled Expert
4 years ago
G
Apprentice
guupanmanApprentice
posted in Freshdesk

Freshdesk Account blocked

Hi  i'm tryin to access my account for https://millibillislots.freshdesk.com/ but it says that my account is blocked. And it seems that my colleagues' accounts are blocked as well. Could you help me?

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hemanth.ramya
2 years ago
A
Apprentice
ashrafApprentice
posted in Freshdesk

New Ticket in analytics

When I create a new ticket and resolve it , why it doesn't count in the analytics report or in the productivity dashboard ?

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M
Community Debut
3 months 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
A
Community Debut
3 years ago

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