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Replies posted by priyo_old

19 Replies

M
Apprentice
marcodisanoApprentice
posted in Archives - Freshdesk

Integrate with WhatsApp

Sounds interesting. Let us know the specific use cases. Although Whatapp integration is not on the roadmap at the moment, we are always looking to re-prioritize based on evolving needs.  

23
aravind.sundararajan
Skilled Expert
6 years ago
K
Apprentice
kirtizareApprentice
posted in Archives - Freshdesk

Teamviewer

We have had a few discussion with the TeamViewer team. Do let us know any specific use cases that we can explore and we will make it a point to put that on our agenda. 

21
R
Community Debut
7 years ago
P
Contributor
pietro.berteraContributor
posted in Archives - Freshdesk

SSO and Normal login

Although this is working at the moment, this is not how an SSO token should ideally be used. We would add a check sometime in future such that an incoming token request would be allowed only if SSO is enabled.Simultaneously we will allow a provision to regenerate the key if there is a concern that it has been compromised.

14
R
Apprentice
4 years ago
P
Contributor
pietro.berteraContributor
posted in Archives - Freshdesk

SSO and Normal login

For normal login with SSO enabled please use the dedicated URL : https://<yourcompany>.freshdesk.com/login/normalHope this helpsThanks,Priyo

14
R
Apprentice
4 years ago
P
Contributor
pietro.berteraContributor
posted in Archives - Freshdesk

SSO and Normal login

Do you mean portal customisation for /login/normal?Does the use case require : log in end users (customers) using password based login and agents using SSO?If the use case is to login end users via SSO and agents via /log/normal  the existing feature would work. We would definitely like to know what you are aiming to achieve. More specifically who are the users that are targeted to use SSO and who would be using password based login.Thanks,Priyo

14
R
Apprentice
4 years ago
P
Contributor
pietro.berteraContributor
posted in Archives - Freshdesk

SSO and Normal login

Just to clarify the requirement, if we have a capability to customise the /login/normal page to match the look and feel of your portal, then it would be an acceptable solution to keep SSO enabled while making use of the SSO token.

14
R
Apprentice
4 years ago
D
Contributor
darren.iwakiContributor
posted in Archives - Freshdesk

Jira Integration with FreshDesk randomly breaks

If we understand it correctly the problem is that you have added a note if Freshdesk and it did not get carried over to the linked JIRA issue.The possible reasons can be a temporary network failure or API limit exhaustion.We are looking into adding more stability if a JIRA API call fails as part of our ongoing enhancements.Thanks,Priyo

5
aravind.sundararajan
Skilled Expert
6 years ago
C
Apprentice
charles_13770Apprentice
posted in Archives - Freshdesk

API limit of requests per hour

Recommend that a support ticket be raised with details such as daily ticket create and update volume, the type of sync, and the corresponding expected API exception limits required.Thanks,Priyo,Freshdesk Integrations

5
R
Contributor
8 years ago
C
Apprentice
charles_13770Apprentice
posted in Archives - Freshdesk

API limit of requests per hour

Comment sync back to Freshdesk might not happen if while enabling the integration from Freshdesk the user credentials that are used does not have admin privileges.From the article : "Enter your JIRA Domain name, admin (user associated with the admin group on JIRA) username and password."Without the privileges of an admin user, webhook creation on JIRA that pushes changes back to Freshdesk would fail.If the steps were followed as per the solution article and still the integration is not working as expected, we would highly recommend that a support ticket be raised so that a engineer can have a better look at the system.Thanks,PriyoFreshdesk Integrations

5
R
Contributor
8 years ago
J
Apprentice
john.vannucchiApprentice
posted in Archives - Freshdesk

new phone tickets come in as email under source

Hello John,Not sure if this is still relevant but sharing just in case.We have added some support from our side by way of scripts to help manage incoming RingCentral calls in Freshdesk, the source of this is set us to Phone.Thanks,Priyo

3
P
Community Debut
8 years ago
J
Apprentice
jeremie.devillardApprentice
posted in Archives - Freshdesk

Simple SSO security - user can change company and phone

Thanks. We are looking into this.Thanks,Priyo,Freshdesk Product Management

2
J
Apprentice
8 years ago
S
Contributor
seri0uslysecur1tyContributor
posted in Archives - Freshdesk

Freshdesk Security Issue: What are they hiding?

Dear Customer, At the outset please accept our genuine apologies and regret for mandating our customers to alter their Freshdesk SSO implementation at such a short notice. Please understand that this had to be done with the best intention of protecting our customer accounts from an identified vulnerability. It is unfortunate that in our efforts to channelize our security, development, and support teams to collectively handle this situation rapidly, a drafting error crept in to our communication when you reached out to us. We would ensure that such communication going forward is subjected to strict validation standards. I would like to allay any concerns that anything was done to hide facts. With the new implementation in place as per our published article, the Freshdesk SSO login feature is safe. Our security team will be posting a detailed

16
H
Contributor
6 years ago
S
Contributor
seri0uslysecur1tyContributor
posted in Archives - Freshdesk

Freshdesk Security Issue: What are they hiding?

Hi Seriously Security,I would like to personally thank you for working with us on this vulnerability. I want to assure you that as soon as we came to know of this vulnerability, we fixed it immediately. We just needed to allow our customers some time to change their SSO implementation.Please find here a detailed security update for the mentioned vulnerability which shares the chronology of the entire security incident.We do apologise for the inconvenience that this event has caused and want to assure you of our commitment to security of our product and transparency of our processes.With regards to the communication of the extension of the deadline that you mention, we would like to share that an in-product notification was posted to our impacted customers informing them of the deadline.Please also note that our product is audited for vulnerability on a regular basis by our internal security team. The last external audit was conducted by Google in mid 2015 under the portfolio-company re

16
H
Contributor
6 years ago
J
Apprentice
jarrettApprentice
posted in Archives - Freshdesk

Google Analytics shows "not provided" for keywords due to lack of Webmaster Tools integration

Thanks Jarrett we have added this to our GA enhancement roadmap.Thanks,Priyo,Freshdesk Product Management

2
aravind.sundararajan
Skilled Expert
6 years ago
R
Contributor
rich.lContributor
posted in Archives - Freshdesk

How do I create a webhook to send an email to an external email address?

Webhook based implementation have been used by quite a few of our integration partners to deliver features. Please check this implementation from firetext. Thanks, Priyo

5
R
Contributor
7 years ago
R
Contributor
rich.lContributor
posted in Archives - Freshdesk

How do I create a webhook to send an email to an external email address?

An event based observer rule can be used to send email to a Freshdesk Group, the requestor, or an agent. A dummy agent can then be used to forward tickets to required DLs.  Thanks, Priyo

5
R
Contributor
7 years ago
D
Contributor
dennisContributor
posted in Archives - Freshdesk

Insert link in message?

We have not heard of this problem generically across customers. If possible please raise a ticket with support so that someone can investigate your account for specific issues.Thanks,Priyo,Freshdesk Product Management 

12
sajesh.krishnadas
Contributor
7 years ago
V
Contributor
vinnie.burtonshawContributor
posted in Archives - Freshdesk

Customer Approval

One way would be to use forward option to send the line manager the ticket content over email. The reply would then be threaded to the ticket as a private note and based on that the agent can decide whether to work on the ticket or not. 

7
V
Contributor
7 years ago
V
Contributor
vinnie.burtonshawContributor
posted in Archives - Freshdesk

Customer Approval

One way would be to push the tickets to a new group called 'For Approval' that only the admins have access to. Agents do not have access to this group. This can even be used as the group where tickets are kept as soon as they are received such that a bunch of authorized agent execute the forward to approving manager action.Once the reply from approving manager is received then the authorized agents can assign it to the groups where the ticket resolving agents work. This step may also be automated by adding an observer rule that checks for 'Note is added' 'Private' event on tickets lying in 'For approval' group. 

7
V
Contributor
7 years ago

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