Solved

Hi everyone,  Is there a way on FreshService to monitor / track how much an incident costs per agent?  Say an agent’s cost per hour is £10 and they work 30 minutes then the cost of that incident will be £5.00/ I know this is a feature in a lot of other ticketing systems but cant seem to locate it in FreshService. 

Hi,Need to know how I can migrate my whatsapp chat to Freshwork before integrating my business whatsapp API. As I understand,I will not be able to use whatsapp in phone if i integrate with freshdesk.But as an running business I need to access my customer old conversation as well to serve them betterHow to handle this?Any suggestion will appreciated?

We’ve been trying to integrate WhatsApp since last week, and tried all troubleshooting provided to us by the support to no avail. Anyone here has encountered ‘Error in Fetching Numbers’? What can be done about it?  Thank you! 

Can it be configured, that the employees would not be able to place the requests related to the systems that are currently under maintenance?

Getting 404 error while trying to retrive the skills through APIcurl --location 'https://{subdomain}.freshdesk.com/api/v2/skills' \--header 'Authorization: Basic {BasicToken}' \My account is under trial period and i am the owner then i should have rights to fetch it right? Correct me if i am wrong. 

Is anyone else getting the below error? I have confirmed with our ISP that the problem is on Freshchats side. I have tried multiple browsers on multiple machines same problem.  

Hi,We are encouraging our customers to submit feature requests through Freshdesk.  We don’t want to set up our product / engineering team in Freshdesk as they are already using other systems including Jira and Notion.Has anyone set up a notion to automatically route feature requests to Jira?

I am new to Freshchat development. I am trying to send Whatsapp message templates. This is the url that I am using to send the messages: https://api.freshchat.com/v2/outbound-messages/whatsapp  I get this status in `response.data.status`: Request created successfully. Check delivery status using status API The message doesn’t get sent, so I send a get request to see the message’s status and I see this in the `response.data.failure_reason`: 402: Error with payment method.I already added a payment method on my Whatsapp manager dashboard. Do I have to add a payment method on the Freshchat account too? I am still on the enterprise free trial because I am testing the capabilities of the API. How should I deal with this?

Hi.. Can we use the same whatsapp number (for integration) both in FreshChat as well as FreshCaller?If yes, then :1. What are the possible limitations ?  for example, challenges with incoming and outgoing calls ? If not, then:1. Will we keep receiving calls and make calls on the same as we continue one number for both freshchat and freshcaller?2. How does this change the experience for an agent as well as for customers?  Will they face any problem while calling or chatting on the same number?

We are self-implementing the FreshChat for one of our project teams, we have completed the bot design however, tasked to perform UAT without a demo number in place.  May I know if there is a way to still carry out the UAT without having a demo number in place? Is it possible to integrate one number for testing and then dis-integrate it after successful UAT.  Will we be able to integrate original numbers later on and go live or will there be additional steps to cover that I should be aware of?

Hello.I encountered a problem when integrating a web widget into my Next.js application.I added the script to the top of the page, but when I try to load it I get an error:fd-messaging.61110ffdb17f21cb83e2.js:1 Uncaught (in promise) TypeError: Cannot read properties of undefined (reading 'success')Which refers to the internal code of the widget. Please tell me what could be the reason for the error?

Hey, I’m having a problem with displaying icons as correct content. When I inspect the icons it appears as this in CSS file: .icon-ic_close:before { . content: ""; } Instead of this:.icon-ic_close:before { content: ""; } I’ve read that this might be an @charset “UTF-8” issue, but from our side, the UTF-8 is set.Any ideas would be appreciated  

What would be the script to hide one value from the ticket Type field on the customer portal?E.g. to hide value ‘Complaint’ from the Type field. 

Hi,We have built a service request that has an additional item attached to it (Reference Request) - please refer to the screenshot below. When the requester fills in the Candidate Name & OneTouch ID (as highlighted) we’d like the Candidate Name & OT ID field on the Reference Request (also highlighted) to be automatically populated with the same information. Can anyone suggest a workflow to achieve this? Thanks in advance. :) 

Is there any way to view all software assigned to a user?

Can we copy an existing Announcement to reuse?If not, it would be a great idea to be able to reuse announcements. This would save lot of time in drafting a new announcement.Additionally, it would be wonderful recurring regular announcements can be scheduled as recurring. E.g. Monthly system update notification sent few days before the fixed monthly announcement schedule.

I am new to Fresh Chat.  Evaluating the product in a trial period.  I have one of our company e-mail addressed integrated into Fresh Chat -- forwarder setup per instructions.  However, I notice when receiving those messages in Fresh Chat that the FROM e-mail address that is coming into Fresh Chat is our e-mail address and not the e-mail address of the actual sender.  I see same behavior when someone submits a request on our website with our Gravity Form.Is it possible to configure Fresh Chat so e-mail messages can be responded to directly inside Fresh Chat without having to copy and paste the original sender’s e-mail address into Fresh Chat?

Hello,Wondering if it’s possible to add if/then logic to our Agent Reply Template, so that it shows the Internal Ticket link if the Requester email includes our domain, and External Ticket link if email does not include our domain?Example scenario:“To reply or see the current Status of your ticket, please visit one of our support portal options below:”*TICKET LINK PLACEHOLDER*

Whenever someone replies to our help ticket is reverts to support@dusd.freshdesk.com not our ticket email in our email domain.

When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.

In the below url : f'https://{FRESHDESK_DOMAIN}.freshdesk.com/api/v2/search/tickets?query="created_at:{date1}"&page={i}'I am passing date1 in 'YYYY-MM-DD' format but i am unable to get the result if I pass in 'YYYY-MM-DDTHH:MM:SS' format.Also I guess it would be better if you guys increase the page limit in GET requests. It is possible that there are more than 300 tickets created at any date, in that case it won’t be possible to fetch all of them.

Hi, Anyone could help me out on this please? New user, first time working with Web Request… been through documentation and this community for hours… just can’t find the bug 🤔Just trying to simply create a basic ticket from Web Request.Many thanks in advance! 

Hi folks!I have a SC form where the requestor is asked to input the email of an X employee. I’d like to be able to grab the requestor’s manager approval which I already can, alongside the additional X employee’s approval too.I’m having trouble passing the field box in the SC item as an approval since its a plain text. The requestor and X employee(s) do are not in the same org chart so using custom objects to hardcode an approval won’t work.Anyone have any insights on how this can be performed? Thank you!

When I am adding an article and trying to lay it out/edit, I can only see about 70% of my page horizontally. About 30% of the right side is hidden. This makes editing EXTREMELY difficult! To see what’s off the page, I have to scroll to the page bottom, then use the horizontal scroller to move over to that side, then scroll back up and search for the text I was editing. And then, the left side of the page is hidden. It’s madness! I’m told by customer service that there is no existing workaround, and they recommended that I add a topic here to try to gain traction, then they will consider fixing it. This is not an issue in the build to create a canned response...so I am mystified as to why the article add / build can’t also show the full page you are working on. Help!!! 

Hi, I’m sure I’m missing something obvious here but the reopen tickets when requester responds workflow isn’t working for.  When I email in from my test account against a closed ticket the agent gets an email but the ticket doesn’t reopen. Can someone tell me what I’m missing :-) ?