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15 days ago

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Freshdesk

Freshdesk

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

3,970 Topics
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JulianeBSkilled Expert

asked in Freshdesk

Can I schedule recurring mails from Freshdesk

Hi,Part of activity is recurring and we need to remind some of our customers to send us specific information/document every month / every quarter / every year.I know which companies have to receive those messages from my custom fields.Can I schedule from Freshdesk a recurring automatic email that would create a ticket so that my customer only have to answer to it ? Today, I use Blossom.

1 year ago

JulianeBSkilled Expert

asked in Freshdesk

How to forward a ticket to an external mail with scenarios

Hi, This is what I am trying to do. Sometimes, some tickets we receive are for another service who doesn’t need to use Freshdesk. I would like to be able to :close the tickets (actually, use a « forwarded » status I created) change the group (so that the other service can have a notification in their Slack canal) forward the ticket to their generic mail addressWith the scenario feature, I was able to change the status and the group but I don’t find how I can transfer the email automatically. Is this possible ? Should I use another functionnality ?

9 months ago

Wiggy42Apprentice

asked in Freshdesk

Remove Attachment Option in Customer Portal

I’ve discovered that it is possible for a customer to attach an .exe file to a new ticket, and for that .exe file to be downloaded by a member of staff responding to the ticket.. Due to the possibility of a Zero Day being introduced to our network, we would like to either:Remove the attachment option from the portal Limit the attachment types to a small few (pdf, .doc, .jpg etc)Has anyone got any advice on how to action the above?

1 month ago

satwant.singh-dhariApprentice

posted in Freshdesk

Is there a way to search for tickets in API using a keyword?

Hi, i want to search tickets on basis of Title or Description with the help of API.So far i can get all the tickets or a specific ticket using this "/api/v2/tickets/" but i would like to know if there is a way to filter/search using a specific key word with the API.Something like this "/search/tickets?term=bug" or /search/tickets?query=bugThank you

2 years ago

rubens77Apprentice

asked in Freshdesk

Problem with attachments

Hi, whenever I add an attachment to a reply via email, our customers receive a link at the bottom of the page to download the file, but it is added as a http link, so google chrome automatically refuses to open it.When you right click on it and use “save as...”, you can download the file, after disabling a warning “xxxxxxxxx.pdf can’t be downloaded in a secure way”.I’ve tried adding https to the link and I can download the attachment without problems. Why is freshdesk using http as default on attachment links if the https version is available?

1 year ago

kallenContributor

posted in Freshdesk

Cursor randomly jumps back to start in reply

Using the new Mint interface for a while and quite like it, however recently it has started to do something odd in the reply box for ticket. The cursor seems to randomly jump to the start of the reply, before the Hi {name}, mid sentence. Originally I thought I may have had a dodgy keyboard but it is also happening to a colleague of mine as well. Any one else experiencing this?

1 year ago

chacubosApprentice

asked in Freshdesk

Auto-refresh on tickets tab no longer appearing

Hi everyone, we noticed that the refresh arrow icon is not appearing on every ticket that was being updated. Is there any changes made or was this feature no longer working?

1 year ago

rhondachurchill99Apprentice

asked in Freshdesk

Laravel Passport; using OAuth2 for SSO with Freshdesk

I am trying to set up SSO from my Laravel 8.13 site to my related Freshdesk support portal.What I want is for a user, who is logged into my site, then to be able to click a button and get seamlessly signed into my Freshdesk support portal so they can view the non-public documentation there and raise tickets if required.Using Laravel Passport 10.1 I can create a token (tested using Postman) but get an error from Freshdesk when trying to authenticate.An error occurred while attempting to retrieve the userinfo resource: could not extract response: no suitable httpmessageconverter found for response type [java.util.map<java.lang.string, java.lang.object>] and content type [text/html;charset=utf-8]I have not used OAuth before and am having issues. It may of course be that my understanding of OAuth is just completely wrong but I am finding available documentation on Laravel Passport / Freshdesk OAuth connectivity hard to come by.I have been through as many related SO questions as I hav

2 years ago

jtkApprentice

posted in Freshdesk

rgilliamApprentice

posted in Freshdesk

Portal customization

How to change the buttons or add buttons to on the user interface on the Portal customization ? I wanna add the on boarding buttons and take away the service catalog I already look at the code not sure where to add it.

3 years ago

ratuckerApprentice

posted in Freshdesk

Fresh Desk

For the last couple of days FreshDesk Sprout has not been working. We have tried several browsers and the result is the same for all of them. The page will not load.I there something going on?

7 years ago

pietro.berteraContributor

posted in Freshdesk

SSO and Normal login

Hello,My intention is to still use at the same time Single Sign on and Normal login:I want that freshdesk users will still continuing using the Normal login and at the same time I need SSO for user coming from an external website.I did in this way: Click on Admin -> Security Enable SSO and select Simple SSO Copy the Shared secret Disable SSO Now I used the shared secret into the external website in order to create the HMAC-MD5 hash.Everything works as well: users can login using the normal Freshdesk Login form, and SSO from the external web site works like a charm.My question is:Is this scenario supported ? Or should I expect some side effects / issue ?Please let me know,Thanks

3 years ago

Muthu KApprentice

asked in Freshdesk

Customize Widget.

Hi All, Can the cutomize the widget programatically Remove the "Help" text and change to round Shape using Javascript or CSS <script> window.fwSettings={ 'widget_id':82000001946 }; !function(){if("function"!=typeof window.FreshworksWidget){var n=function(){n.q.push(arguments)};n.q=[],window.FreshworksWidget=n}}() </script><script type='text/javascript' src='https://ind-widget.freshworks.com/widgets/82000001946.js' async defer></script>

1 year ago

ClaudiaAmpler

asked in Freshdesk

Show solution article in multiple folders or categories

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

6 months ago

pedrobleaoApprentice

asked in Freshdesk

Response to closed tickets should create new ones

I don’t want to reopen closed tickets.If costumer replies to a cloded ticket the platform should create a new one. How can I configure Freshdesk to have this behaviour?

25 days ago

rperlasApprentice

asked in Freshdesk

Freshdesk Automation to Discord (Webhook Trigger)

Hello.Have anybody tried creating a working Automation Rule in Freshdesk using Webhook Discord?When I tried to use the Discord webhook link, it’s not sending anything to my discord text channel.However, I found a work around on this. I created a webhook in https://pipedream.com/ and connected it to my Discord webhook.I then used the webhook generated from pipedream on my Freshdesk Automation rule and it works.I was just wondering if there are any easier way to do this. Thanks.

2 years ago

lberstein3096Apprentice

posted in Freshdesk

How To Prevent Tickets From Being Marked As Spam

One category of tickets gets repeatedly marked as spam that shouldn't be. Is there a way to either disable the spam filter all together or prevent these tickets from entering spam? I tried creating a rule in dispatcher but to no avail.

2 years ago

snguyenContributor

posted in Freshdesk

How to prevent Automatic Replies from creating tickets?

As of now, automatic replies from Outlook currently create unnecessary tickets that we have to manually close or merge. Also, iPhone updates come in as separate tickets each time so those have to be manually merged as well. How would I go about preventing these automatic replies from creating tickets each time?

4 years ago

ravisinghApprentice

asked in Freshdesk

Azure Data Factory Pipeline Failing on GET using Freshdesk REST API

Hi,we are using Azure Data Factory copy function to get data from Freshdesk and copy it to Azure Storage (Data Lake) using the REST API. This has recently stopped working with Bad Request error 400.The connection is successful it’s the getting the data bit from the Freshdesk view that is failing.Have there been any changes recently that could explain this? Interestingly the same thing in Microsoft Power Business Intelligence still works. Thank you in advance for any responses, much appreciated.Ravi

3 months ago

pavinderApprentice

asked in Freshdesk

I want to integrate Freshdesk With Laravel 7

Hi everyone,I want to integrate freshdesk with laravel 7. I tried following packages but they seems outdated.https://libraries.io/packagist/kepcloud%2Ffreshdesk-laravelhttps://github.com/mpclarkson/freshdesk-laravelhttps://github.com/zenichanin/freshdesk-laravelplease suggest any solutions .Thanks

1 year ago

jared_14403Contributor

posted in Freshdesk

Login/normal URL doesn't accept agent credentials unless SSO is disabled

Hey there!We recently enabled Simple SSO for our helpdesk so that customers could access our support portal after they log into our website. The user's email address (from their profile on our site) is passed to Freshdesk, which matches it to their existing Freshdesk user profile. If the email addresses match, it grants them access based on their access level in Freshdesk- no need for a separate account.In order for that to work, our agents have had to use the https://(OurNameHere).freshdesk.com/login/normal URL when trying to log into the system as an agent since this bypasses the SSO authentication. It works well most of the time.However, we keep encountering three problems:1. Specific agents are our company keep getting logged out of their Freshdesk session without warning, even while they are in the middle of working. It's strange because it only happens to these 2-3 people, but never to people like me.2. Even if they try to use the "...login/normal" URL, the page will not accept t

3 years ago

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