Freshdesk

Hi -I’m doing a query to find all tickets that have NOT been updated for several days.Per the V2 API documentation, I’m using the following query (replacing domain with ours, and encoding the URI - but I’m showing the unencoded version here for clarity):https://<domain>.freshdesk.com/api/v2/search/tickets?query="(status:2 OR status:3 OR status:6 OR status:7 OR status:9 OR status:17 OR status:18 OR status:20 OR status:22 OR status:23) AND (updated_at:<'2021-12-01')"The encoded version is:https://<domain>.freshdesk.com/api/v2/search/tickets?query=%22%28status:2%20OR%20status:3%20OR%20status:6%20OR%20status:7%20OR%20status:9%20OR%20status:17%20OR%20status:18%20OR%20status:20%20OR%20status:22%20OR%20status:23%29%20AND%20(updated_at:<%272021-12-01%27)%22&page=However, in the results I’m getting tickets that have been updated on 12/2, 12/3 and 12/4 so it does not seem to be honoring the updated_at and less than/before operator.Help? 

We are using the Freshdesk as our support portal and have some queries regarding the filters available from the customer end.Our customers have requested that they should be able to filter out the tickets according to ‘Feature requests’ and ‘Support cases’ on their end.We have reviewed the configuration and were planning to add a ‘feature request’ type field in the ticket details. The type field will be displayed to the customers while creating a new ticket and they would be able to select whether the ticket is a feature request or a support case.No filter available at the customer's end to filter out these ‘feature request’ tickets separately when they view all their tickets.Could you please confirm if there is any other better way to achieve this requirement? Can you consider this a enhancement request to add type filter on support portal?

Hello @all,i would need some help with an automation rule that forwards the last public comment (or reply) with real attachments, if any, from a child ticket to a parent ticket.I got it to work but what i have problems with are the attachments. If i use {{ticket.last_public_comment}} as a placeholder i get the last comment and links to the attachments if there were any. If i add {{ticket.attachments}} nothing changes. This placeholder seems to do nothing.Isn´t there a way that i get real attachments forwarded? Is there another placeholder that i don´t know of? This is  what i have so far: Thanks for your help! 

Hello,We have two different Freshdesk instances.One of them doesn't return the "Link" header on https://instancename.freshdesk.com/api/v2/contacts?per_page=100, so we can't get next pages from API.I've read the documentation here and here and can't find any solution.Can anyone help me, please?

I would like to be able to keep track of unresolved tickets that have a lot of time spent, is there a way to sort unresolved tickets by most time logged?  Thanks in advance!

Hi, I have a setup where multiple agents are all using the same project email address. Still, we do want to make a distinction between the agents and assign tickets to specific agents. However, it seems that every agent needs to have a separate email address inside Freshdesk. Is there a way to solve this and use the same email address for multiple agents?thank you,Roger Leenders

Hello,We are subscribing Freshdesk through an official reseller. We have no access to the API Key page.Our reseller provided us a key associated with a user, but we cannot perform any operation with the key if the user is not connected.Having used Freshdesk before, directly subscribing to Freshdesk, any user API key could be used even if the user is not logged in Freshdesk.Is this correct ? Is it an expected behavior of a user key generated by a Freshdesk reseller ?thanksMarc

Hello to all, In our company, we have several teams who can answer customer issues. Today, only my team uses Freshdesk but we want to have 2 other teams to come too.For this I added the two other email addresses in Freshdesk to start getting ready, so that I have :support@our_mail conseil@our_mail coprolib@our_mail My issue is that when a customer send an email to several of these addresses, it creates 2 tickets instead of one even if one was the direct recipient and the other only a CC. Is there a way to avoir creating two tickets ? Or to merge them ? As a bonus, we sometimes get messages from customers not directly addressed to us but as CC. I would still want to get them but, as we are not directly involved, I would like to be able to tag them (either with a tag, or a spectial status). Can I detect this in the automation ?

In big need of help with an idea on how to add, as a note, a new ticket, if that thicket has an existing one’s number in it’s subject, or body.Ex: I have an ongoing issue, in discussion with a customer and his ticket number is 12345. He sends a new message in which he mentions “ticket 12345” in the subject or body of the message, but that only creates a new ticket which i need to merge with the old one… It’s tiresome and wastes a lot of time...Can this new message be added as a note to my existing ticket?Could these notes be made out to different agents? Maybe set some automation rules?I can’t find anything on this subject, so I’m really looking forward to some help on this issue.Thank you!

Hello! So we are getting pretty hounded on reporting and I just had a question for this situation.I was wondering does reporting for First response time start when assigned to any group or agent? Or, does the timer start for each specific agent or group assigned? i.e.Ticket comes in after business hours so it goes to an After hours group → at 8 am the service desk team grabs the ticket and responds immediately → If the first response technically did not come until 6-7 hours after ticket creation, but did come immediately after assigning to a new group. Does the service desk group get hurt with a 6-7 hour first response time? Or is it a fresh timer when assigned to a new group? Any and all answers are appreciated :)

Is there a way to get analytics to show time bands of when tickets are resolved?  On the other ticketing software there were default reports that showed closed time in certain periods, like # closed 0-5 hours, 5-24 hours, 1day - 7 days, 7days - 30 days, >30 days

Hey guys, Can I create articles directly under Categories, so the user won’t be able to click the Folder? In our case this would be an unnecessary step to get to the article directly. Can I either: Make the Folder not clickable Place Articles directly into the Category (without creating a folder)Thanks in advance!

Unable to post File/Attachment from Salesforce to  FreshdeskI want to push file from salesforce to Freshdesk. Im getting below error- 400 response  {"description":"Validation failed","errors":[{"field":"attachments","message":"It should contain elements of type valid file format only","code":"datatype_mismatch"}]}

I have several portals and I need to know who has registered for each portal. It does not matter if they have or have not made ticketsI need some good practices, tips, strategies to achieve this.Has anyone been through this??

 In my support portal, in the forum tab, when you change the language (from Spanish to English) some elements such as forum types: questions, announcements, are not translated. I attach a photo 

Hi All,I’m fairly new to Freshdesk but have been building a instance for my current company. As part of my Help Portal, I’m attempting to build an all-encompassing form that has some field multi-selects with inputs. I’ve read several Freshdesk help articles and tested quite a bit however I’m not find a definitely answer to if the following is possible:I want to create a drop down field where if a customer selects Company A → They can input their specific domain (text input) versus if they select Company B→ No text input field shows. Is this possible with Ticket Fields? If so does anyone have relative documentation/instructions on how to achieve this?Thanks in advance,~Adam

I have been testing the Microsoft Teams integration, and the chatbot will send me messages with ticket updates in a chat.Is there any way for the integration to post new tickets to a teams channel, for everyone on the team to see?  

Hello everyone I would like to know how to obtain a list of functionalities and restrictions for Analytics (for example: text fields, contact fields, etc cannot be obtained for Analytics). Thanks and kind regards

Hello it’s possible activate pay per ticket?So client or operatore sent a link to pay. 

When we’re trying to open CRM portal v2011 with chrome or edge but aren’t seeing anything, we are seeing just an empty page. But we try to open with IE, portal is working, main page is opening.Also an extra information we installed update roll 6 last.What can we do for open to browser other than IE?

Hello!I am coming up empty on this one. We have an automation set up to send a response when a new ticket is created.We also have an automation set up to send a response when a customer responds to an existing ticket. If a customer responds to an existing ticket and that response is split onto a new ticket they get two auto responses. how to stop the auto response on a split ticket?

Hello, We, as many of you, are using a multilingual support portal. Our clients can submit their tickets on the support portal and we have been able to translate most of the content of how we wish to display the ticket fields to the clients in their own language. However regarding the field Status, which is a default field, we can translate the label Status, but the default list values “open, pending, resolved and cancelled” are not possible to translate. We have added our own custom values to the list, and for these we can translate. Below is what our language file looks like - as you see label and customer label (ie what is displayed to the customer) we can translate as well as choices 6 and 7, which are our own added values to the list. But the default “open, pending, resolved, closed” are not available for translation in the language file. status:        label: Status        customer_label: Status        choices:          choice_6: Waiting on Customer          choice_7: Waiting on

Hi,I cannot send any outbound emails. Have been seeing issues since last friday, this is major functionality that is not being resolved… I have tickets open, and they all say they are looping in team, What do I need to do? I set up DKIM, forwarding emails through freskdesk to my gmail, and it seems to work, then stop working.  I’m currently a trial user and it’s a bit troubling to see functionality like emails not working and wondering if I should look elsewhere for helpdesk. Thanks for any help on this.

We are hiding the custom fields in customer portal from the code.But the customer is changing the status from the customer portal. The fields are also hidden by our client with their own set of abstractions but we still end up facing this issue.Is there a particular solution to this query? If yes, do let me know of the same. 

Hi, My company is setting up Freshdesk and we’re currently on the free account. We set up our email to forward emails to the email address provided by Freshdesk. This works great. However, when we receive an email (new ticket) and I reply to it on my agent account they will receive my email fine. But if they reply to it again, I will never receive it in the ticket conversation: Customer sends email through helpdesk@abc.com I reply to the email (now ticket) on my agent account on Freshdesk Customer receives my reply and replies to the email again I never receive the reply of the customer in the ticketHow can I resolve this?