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Topics started by keith_11877

11 Topics

K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

Access to Tags via API

If I dump customers or companies, I notice there's no Tag field, so my assumption is there is a Tag table with related company/contact/ticket ID's. How can I get access to that table via the API? tags.xml, etc are a no-op. 

19
aravind.sundararajan
Skilled Expert
5 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

Can't modify "Notify Agents" email template (when private comments added)

I can't find anywhere to modify the template of the email sent when you "notify agents" on a private comment. The problem we have with this is that I want to provide the public URL not the private URL of the note to avoid a login penalty for our occasional agents. Is this possible to either edit or disabled and replace with an Observer rule?

3
aravind.sundararajan
Skilled Expert
6 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

Our site is throwing HTTP 500 errors

This is occurring fairly often but a reload seems to correct (suggesting it's related to load-balancing - i.e. 1 or more servers is sick)I also see errors on the app so it's not my browser.Please address ASAP.  I'm posting here in case others are seeing the same thing, but will open a support ticket. 

3
K
Contributor
9 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

[Poor Person's] Partner Portal

I'll put this in Feature Requests, as I think FD could use this functionality, but thought I'd also mention how we did it in the existing product.Basically we used the Product Portal function (intended for when you want unique experience/branding on a particular product). In this case I made the "product" = "partners" - in this case sales partners so we only wanted them to see sales content (using Articles). Where we needed forms, we used embed tags in Articles combined with FormSite (surveymonkey, etc would also work) for things like Deal Registration.We point Partner SE's (the propeller-heads) to our Support portal - the neat thing is we get a common login across both, and can share content across both portals as well)Main effort was hacking up the HTML to remove most of the functionality - basically it's just displaying Articles. We may turn Forums on at some point - or even ticketing.(good stuff is behind login so attached a screenshot - not terribly pretty - need to get our market

2
L
Community Debut
5 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

Forwarded items show in Public view

If you forward a note/comment any text you enter is included in a publicly viewable note. I believe forwards should be (by default) private notes.  There are several areas within FreshDesk where privacy could be improved. 

1
aravind.sundararajan
Skilled Expert
6 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

When can we expect the next product update? What will be in it?

the What's New posts are getting a little long in the tooth...

1
A
Contributor
9 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

SLA timers are wrong

This is patently incorrect behavior so I'm surprised I don't see anyone else reporting it. Set an SLA timer so that tickets w Priority High must be resolved in 1 hour. Take an old (> 1 hour) ticket whose priority is Low - set it to High. SLA alert immediately fires.  SLA's must be set from the time the Priority changes, not from the time the ticket was opened! If no one else sees this perhaps there's something odd with my setup. 

1
V
Community Debut
6 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

New Agent notifications feature needs work

I don't need to be notified about MY actions and I especially don't need it to assume that the customer is the one that provided the notification.  These are both my own replies to tickets I own. Nothing to do with the customer. This otherwise nice feature is rendered useless. Back to design school... -K

1
K
Contributor
6 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

What is the right way to handle a contact who leaves a company?

 We don't seem to have the ability to change their password, which would be the easiest way to address the issue. There is no way to flag them as "inactive" either.Deleting the account is an option, but lacks audit trail capability so I don't think that's appropriate either.What is FreshDesk recommendation?-Keith

1
annapoorna.venketaraman
Community Manager
8 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

Can't embed Kibana dashboard in FD Solutions

I'm trying to embed a Kibana Dashboard into Freshdesk - URL format like so: <iframe src="http://35.165.116.247/goto/aeed7ad23d62cf7abbb7b132bfe16717?embed=true" height="600" width="800"></iframe> (IP changed for privacy purposes) It won't render, yet I can create a minimal HTML document with the same code: <html> <head></head> <body> <iframe src="http://35.165.116.247/goto/aeed7ad23d62cf7abbb7b132bfe16717?embed=true" height="600" width="800"></iframe> </body> </html> and it renders just fine. Any tricks/tips for getting embed/iframe to work properly inside Solutions framework? Could it be HTTP vs HTTPS issue? -K

1
aravind.sundararajan
Skilled Expert
7 years ago
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

How can Freshdesk tickets thread replies correctly w no Ticket # in Subject?

This is not a problem, bur rather an observation...]I note that when I open a support ticket with FreshDesk Support - the ticket number is NOT in the subject as [#12345] - it is mentioned in the body of the email, but not in the subject.So how is FreshDesk's own support able to thread my subsequent replies to the ticket correctly??? I would like to have 'cleaner' Subject lines in my emails too!-Keith

1
V
Community Debut
6 years ago

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