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We're currently unable to log in or access any of our Freshdesk services. I'm unable to even ping the server. I'd like to know if this is a problem with the Freshdesk system, or if it's some sort of network outage somewhere between here and AWS.Are other people experiencing this problem?
I wanted to tag our Solutions for relevance when searching. Unfortunately this does not seem to be working properly. I will provide an example below.I added multiple solutions all with Warcraft listed somewhere in them(Title, Description, Tags).The desired article to be pulled is below.Title: Warcraft Warcraft WarcraftDescription: Warcraft Warcraft Warcraft Warcraft Warcraft WarcraftTags: WarcraftWhen I searched Warcraft, the desired article was listed 9th for Relevance.The #1 Article on the list only has Warcraft listed once in the description with no tags. If I add Warcraft as a tag to the #1 Article it then shows up lower on the list for relevance. I guess I am not understanding the tag/search system. Is anyone else experiencing this problem and if so, what did you do that works for you? Any help is greatly appreciated here.
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.
Hi, I'm trying to test the API in Postman but I am having some difficulty with authentication in Postman. The images below are 1) the recommended curl from the api documentation and 2) how I am translating that to Postman. I am using the example to prevent from posting any sensitive info, but I use my url and API key in the same format. Can anyone recommend how to get up and running in Postman?
Exchange between Agent A and Customer A, for any interactions it's normal for Agent to receive email notifications for customer replies.However, Agent A is no longer on shift to respond to Customer A. Later, during Agent B's shift, a reply comes in for Agent A then Agent B takes over but Agent A is still assigned. Agent B replies but no email notifications are sent and the ticket is set to waiting status. Agent A has no history and assumes that the customer has not replied back in that time frame. The workaround is to either reassign the ticket or to set an observer rule for all replies. The problem I see here with the observer rule is that there is, quite a bit more email spam and no way to prevent emails from coming in from self assigned tickets responses. Is there something we are missing in order to get regular agent response emails (non-note emails) from non-assigned agents?
When going through a conversation in a ticket, it is always useful to visually differentiate between a ticket reply and a note. Once this Custom App is installed, the notes are highlighted in yellow. Instructions 1. Download the zip file from this page. 2. Unzip and open the .txt file 3. Copy the code from the file 4. Go to Admin->Apps->Custom Apps in you dashboard and click the new Custom Apps button 5. Give Name and Description for future reference 6. Select the text box “Show this widget in ticket view page” 7. Copy the code from the .txt file here and click the button "create and enable"
When you close a ticket, instead of pulling up the general "Tickets" page so that you can get cracking on the next ticket, Freshdesk grounds you on the same page. However, with this Freshplug, you can quickly move onto the next ticket list by directly opening the "Tickets" page, everytime you close a ticket. Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"
Hi guys,I've had a little search around and am surprised to find that no one else is reporting issues with the lack of working browser history when viewing tickets inside the help desk.Myself and other my other co-workers are having this problem and find it mildly inconvenient but hugely irritating!Is anyone else experiencing this issue?Thanks in advance,Luke
Didn't really know where to post this, but since this software uses the API I decided to put it here.I have been working on Migrating from OTRS to Freshdesk over the weekend and have wrote some command line PHP code that uses the Freshdesk API and a copy of an OTRS database to create tickets and add all ticket interactions as notes on the newly created Freshdesk.The hardest part was dealing with the 1000 API calls per hour. I have an OTRS ticket database with ~81,000 items to migrate over.Feel free to fork, pull, or contribute!https://bitbucket.org/fastglass/otrs-to-freshdesk-migration/overview
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