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Topics started by justin.chalk

3 Topics

J
Contributor
justin.chalkContributor
posted in Archives - Freshdesk

Help with Freshplug to update a Ticket Field

Hi Freshdeskers!We have exposed a database of our client information in a freshplug and created a nice iframe that displays customers data off their provided email address. We would like to create a separate freshplug that updates a freshdesk custom ticket field every time a ticket is closed with the customers current product version (in our database).Could anybody point me in the right direction to achieve this. I had no trouble conceptualising displaying data via a freshdesk attribute but I need help updating a freshdesk ticket attribute from an external source.

4
J
Contributor
10 years ago
J
Contributor
justin.chalkContributor
posted in Archives - Freshdesk

Exposing the Current Users Email Address

Hi Team,Is it possible in your portal customisation or solutions page to expose the current logged in users email address?We are wanting to link to another area of our website from the portal and send with that request the users email address to identify them. I have tried {{ticket.requester.email}} and {{ticket.from_email}} placecards in the portal customisation of the Home Page but it does not seem to work. Your help would be greatly appreciated!Regards,Jutsin

1
A
Contributor
9 years ago
J
Contributor
justin.chalkContributor
posted in Archives - Freshdesk

Freshchat adds a note to an existing ticket when not desired

Hi Team - We are currently testing Freshchat for deployment and have found the following behavior.1. We embed the Freshchat script into our desktop application on a static HTML page2. We can launch chat, interact with customers etc OK3. After closing the chat session we "Convert to new Ticket", detail the ticket and all is good4. Say 45 mins later the user launches a "new" chat (following on from the last conversation) with a new issue / topic, closing the chat session does not give the option to create new ticket / merge chat into ticket. It adds the chat notes to the existing "Resolved" ticket.What are out option for handling this scenario?Regards,Justin

1
annapoorna.venketaraman
Community Manager
8 years ago

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