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- 3,986 Topics
- 10,521 Replies
Using Freshdesk API to create a new ticket
Hello,I'm not from a coding background so I'm struggling a little. We have a scenario where we do not want customers to reopen 'Closed' tickets as we want Freshdesk to open a new ticket. As this is not part of the default scenarios/actions, I have read that this needs to be done via the API.I've created a rule, based on the ticket status and currently just from a specific requester (my test email address) and have asked it to create a new ticket via the API. I have, unfortunately, received 2 automated emails from Freshdesk explaining that the rule is not working, however it does not detail what is wrong, nor can I find log files within the UI to explain what is going on to give me the slightest clue what is wrong.This is my API configuration so far: Trigger webhookRequest Type: POSTURL: https://ourdomain.freshdesk.com/api/v2/ticketsRequires authentication: currently unchecked, however I have used my API key AND my username and password, neither have workedAdd custom headers: unchecked
Merge tickets with partly same subject
Hi.I need a solution to combine sequential tickets (and/or autoresponses to FD tickets bouncing back and forth) from another ITSM solution.The not-changing part is the start of the subject, it has a static ingredient, but the rest of the subject will vary. the FD ticket number appended to the response subject is not retained by the other solution. Now a new ticket is always created. Can these be automerged based on below data? Example: INCTASK0120255: TestTicket Ref:xxxMSG1555768_16Inp9KQt5Qp33tA7 INCTASK0120255: TestTicket Ref:xxxMSG1555694_2uah9xMQRl9i5Za4Z Marko
Sleep a ticket for a specified time
Is there a way to add a status to sleep a ticket for a specified time? I want something in addition to pending or a second pending option with a different timer.I found out ways to sleep ticket for specified days since last responded to but this isn’t sufficient for my needs. I want to be able to sleep ticket for 6 weeks from when I changed status to sleep.
Unable to connect to MS Teams
I’m trying to integrate with MS Teams but I continue to get this message in my profile: User is not yet connected from the Microsoft teams end. Say Hi! to the freshdesk bot from teams. I have said ‘Hi!’ to the fresh desk bot from teams. I tried the ‘re-authorize’ button a few times. I’ve tried removing and adding the fresh desk app from teams. I have tried removing and adding the teams app from fresh desk. No matter what I do, I continue to get that message. Any ideas?
configure the redirection URL after successfully creating a query in the client portal
Hi. Would it be possible, in some parameter, to configure the URL ofredirection after creating, successfully, a ticket in the client portal?Maybe there is some parameter that is sent via POST in the form or something like thatEj Now then create a ticket in the customer portalhttps://some.freshdesk.com/support/tickets/newIt redirects me to:https://some.freshdesk.com/support/loginI would like you to redirect me to, for examplehttps://www.google.comThank you
Create ticket for customers via email
How can I create a ticket on behalf for a customer via email.Scenario is like this:I am an agent One customer write to me via email and I want to put this email to the ticket system I reply to the customer using my email and cc the support email. So from: me, the agent, to: customer’s email; cc: our support email which is used to receive customer inquiry and create the ticket in freshdeskHow can I do the above? If I send email like the above, the contact will always be me, the agent, which is meaningless.
DKIM and SPF for domain.freshdesk.com
Hey community,We need help with configuring DKIM.The issue is next, we have Mailbox with email address: email@example.comThe problem is outgoing emails do not have DKIM record, SPF showing SOFTFAIL and DMRAC - FAILYou can see that on this screenshot: https://prnt.sc/u8zki7The question is, how do you fix this? Emails end up in spam.As far as I understand, this is not a custom domain and we have no any records in Admin > Support Channels > Email Settings > Advanced Settings> Configure DKIMSo, not sure if we need to do something with our DNS.
We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly.
Just navigate to Admin-->Portals-->Portal Name-->Change Logo/Favicon. "We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."Why?
Want to "Send activation email" automatically to unverified cc'd contacts, but do not want to "Send activation email" to all newly created contacts
We do not want all new contacts to get an activation email, so we have turned off "User activation email" in Admin > Email Notifications > Requester Notifications.Unfortunately, with this setting change, contacts that are cc'd on tickets are not longer automatically getting the activation email.Could you please add a "User activation email" option to the CC Notifications so unverified contacts who are cc'd get an activation email?
Does chat with Freshdesk support actually work?
It seems like on every freshdesk support page I goe I get the window "Chat in progress - How can we make your day". I have tried this several times now but a part from automated responses saying that "Looks like all our agents are tied up right now :( Sorry about that, but please leave us a message and we'll get right back." I have never gotten a real answser.Has anybody actually had any success with this?
Emails landing to the SPAM folder in our mailbox not getting converted as tickets in Freshdesk
A few many times we miss out some part of an ongoing conversation with our clients because the Emails land in the SPAM folder in the mail box . Such Emails do not convert to ticket in freshdesk. I even tried forwarding the email in SPAM back to mailbox to which the forwarded Email landed in the Inbox folder of mailbox. Still then no ticket got created. Need help!
Bad formatting when replying to email
When I reply to a customer's email, the formatting in the reply box is very odd.The formatting is as follows:One blank lineCustomer nameThree blank linesTicket numberThree blank linesMy signatureSo whenever I reply to a ticket, I have to spend time erasing those extraneous lines. And for some reason, my signature is of a special text type, because I can't use my arrow keys to navigate above it. I have to use my mouse. I can arrow down, but not up.
New scrolling "feature" in notes and answers causes problems
We have noticed that in the last couple of days there was somewhat of a feature added into Freshdesk. You can now scroll inside of a single answer or note. I’ve attached a Screenshot to clarify what I mean. I don’t mean to be rude but this is incredibly annoying and causes a lot of frustration, because when you open one of your tickets and want to scroll down or up and have the mouse cursor positioned somewhere in the middle, it sometimes gets “stuck” scrolling in the answer and not the complete Ticket. You then have to position your mouse cursor just between the answers and the Ticketdetails to be able to scroll. Everyone who works with our Ticketportal has already complained about this.Please please disable this or give us the option to enable/disable this!
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Time Trigger rules for custom statuses
I’ve created a Freshdesk rule that sends a reminder to the requester after 72 working hours if the status is Pending - it also sets the status to a custom one.I’d like to create a further rule which then sets the ticket to closed if a response is not received after another 72 working hours. However, the “hours since...” conditions don’t seem to include the custom statuses I’ve made.Am I doing this right or is there a better way of achieving this?
View more than 30 unresolved tickets at once
How do I view more than 30 unresolved tickets at once?I have tried adding &per_page=100 and ?per_page=100 at the end of the address line as per the API documentation however it will not work.I see a LOT of other people asking for more than 30 tickets per view as well.Why not just this in as a feature? It's not that hard...We need this!
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