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Freshdesk

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  • 4,106 Topics
  • 10,798 Replies

4106 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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S
Community Debut
3 years ago
S
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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N
Community Debut
5 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
T
Apprentice
timothee.hostettlerApprentice
posted in Freshdesk

User Experience for multiple language

Hi, I have read multiple article about the ability of Freshdesk for Multiple Language and I didn't found the good answer. Our company Work in German and in French. We set up the portal as primary language German and set up a secondary language for French. We support more than 10 Product and have Solutions in French and German for those Product. We have only one Email Adress for the support. Hoi did you work to have a support portal in multiple language we wan't work this the "Multiple Product Portal" because to use it we muss give a Email and a other support portal adresse.

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aravind.sundararajan
Skilled Expert
5 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
Skilled Expert
9 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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aravind.sundararajan
Skilled Expert
5 years ago
G
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
I
Apprentice
info_12034Apprentice
posted in Freshdesk

Ticket answers create long thread - how to "please write above the line"

Hi. each time customer answers, I'm getting whole nested thread. it takes incredible threads. over and over. how to achieve deafult behavior to cut all text below answer. just like other helpdesks do with "please write above the line"?? this is reall annoying, and tickets with 80 answers takes feed longer then facebook timeline... nobody can read this, search for desired information. why all your replies cannot cut it? Tomek

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Keer
Community Debut
1 year 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
ryan.mcallisterApprentice
posted in Freshdesk

Prefill form using URL?

I am looking to prefill the email address field on my customer portal using the URL.The reason for this is that many users from our housekeeping department (not computer literate) use the helpdesk portal to submit tickets regarding maintenance in the rooms. They cannot type the email address correctly and sometimes I end up getting new customers created in the portal because they have typed the email address wrong. So I am looking to create a shortcut on the desktop of the shared computer that prefills the form with the email address. I cannot keep the user logged in because guests also use these laptops.I tried something like this by using inspect element and trying to find the ID of the email field.https://mycompany.freshdesk.com/support/tickets/new?helpdesk_ticket[email]=someone@company.comor https://mycompany.freshdesk.com/support/tickets/new#helpdesk_ticket[email]=someone@company.com

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Tincho cerdeiras
Community Debut
2 months 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?

9
S
Community Debut
3 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?

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aravind.sundararajan
Skilled Expert
5 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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A
Community Debut
2 years ago
S
Contributor
sbeesonContributor
posted in Freshdesk

Don't scroll to bottom

This seems to work without any adverse affects :)  <script type="text/javascript"> TICKET_DETAILS_DATA.scroll_to_last = false </script>  

9
S
Contributor
6 years ago
K
Apprentice
ken_13977Apprentice
posted in Freshdesk

Custom logo not appearing on home page

Hi All,When I browse to our Freshdesk home page, our logo does not appear in the top-left corner of the screen. However, if I click on the Log In or Sign up link, the logo appears on these pages. Additionally, if I am logged-in, the logo appears on the home page.This appears to be a recent issue. Has anyone here experienced this?Many thanks,Ken.pcferret.freshdesk.com

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aravind.sundararajan
Skilled Expert
6 years 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
1 year 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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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
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
5 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
3 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 ?

9
M
Community Debut
8 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
4 years ago
C
Contributor
colin_12994Contributor
posted in Freshdesk

Two email addresses

I have two support email addresses.  When replying the default email address is always the one that gets used to reply.    Can we not set it up so that we reply by default from the same email address that received the request?

9
aravind.sundararajan
Skilled Expert
4 years ago

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