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snippet problem

  • January 22, 2025
  • 2 replies
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donia_ats
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Hello,

I have a problem. I’m doing a redesign of the Freshdesk user portal based on the MINT theme. The old code to display tickets is as follows: 

“<section class="ticket-page">
  <div class="container">
    <div class="ticket-toolbar pull-right">
      <a href="{{ portal.ticket_export_url }}" data-target="#export-modal"
          id="ticket-export-button" rel="freshdialog" class="d-hide"
          data-submit-label="{% translate portal.tickets.submit_export %}"
          title="{% translate portal.tickets.export_ticket_data %}">
        {% translate portal.tickets.export %}
      </a>
    </div>
    <div id="ticket-filter-container">
      {% snippet ticket_filters %}
    </div>
    {% snippet ticket_list %}
  </div>
</section>”

 

When I copy and paste in the redesign of this part, the list of tickets is displayed well but the snippet of the filters appears but does not work. (Click in the void) Why ? 

 

Best answer by blockbench

The issue with the ticket filters not working in your redesigned Freshdesk portal could be due to JavaScript conflicts, missing event handlers, or CSS issues. Ensure that all necessary JavaScript files are loaded and check for any errors in the browser console. Additionally, verify that the event listeners for the filter elements are correctly initialized and there are no CSS rules preventing interaction. It’s also worth checking if the Freshdesk snippet is rendering the filters properly and that there are no caching issues in the browser.

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blockbench
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  • blockbench
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  • February 27, 2025

The issue with the ticket filters not working in your redesigned Freshdesk portal could be due to JavaScript conflicts, missing event handlers, or CSS issues. Ensure that all necessary JavaScript files are loaded and check for any errors in the browser console. Additionally, verify that the event listeners for the filter elements are correctly initialized and there are no CSS rules preventing interaction. It’s also worth checking if the Freshdesk snippet is rendering the filters properly and that there are no caching issues in the browser.

donia_ats
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  • donia_ats
    donia_ats
donia_ats
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  • donia_ats
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  • March 31, 2025

Thanks a lot for your detailed response. I really appreciate you taking the time to share those insights. Just to give an update in case it helps others facing a similar issue: after some digging, I found out that the problem was actually caused by an old jQuery script (<script src="https://code.jquery.com/jquery-3.6.0.min.js"></script>) that had been added by my predecessor in the portal’s footer.

This external script was conflicting with the native Freshdesk functionalities, and as soon as I removed that line, all the filters and other dynamic elements started working properly again.

So if anyone runs into similar problems with filters not responding in a customized portal, it’s definitely worth checking if there are any conflicting JS libraries or redundant scripts loaded manually.

Thanks again for your help et have a good day !!!

 

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