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Topics started by craig_14155

5 Topics

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craig_14155Contributor
posted in Archives - Freshdesk

Mint UI Tags location is inconvenient

The tags in the old UI used to be at the bottom of the ticket properties. Now it is at the top of the conversion thread and once there are a few replies, tags are by default, not visible. So adding to them requires a scroll to the top of the message thread. This is super inconvenient once the thread gets long.Please relocate the Tags to somewhere more easily reachable. Perhaps just put them back in the properties pane where they used to be and IMO, where they belong.

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Contributor
5 years ago
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craig_14155Contributor
posted in Archives - Freshdesk

Cheerleader App breaks Send as Pending

Do not install the Cheerleader app from the Marketplace. It will prevent you from doing "Send as Pending" and other "Send as..." options. Freshdesk support was quick to diagnose and resolve this issue. The app is not very useful anyways and seems to have some flaws in its display. There really should be a comments/rating section for Marketplace apps so we can all share are feedback with the app creators and each other.

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Community Debut
6 years ago
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craig_14155Contributor
posted in Archives - Freshdesk

Tickets with custom integration properties

I want to know if I can get access to values from Freshdesk app integrations using the Freshdesk API. For example, if a ticket has a Jira ticket attached to it using the Jira Freshdesk App, can I write a script to get that data or at least just know if there is a linked Jira or not. 

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6 years ago
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craig_14155Contributor
posted in Archives - Freshdesk

Custom App Actions

I would like to automate some tasks when something happens in a custom app. For example, when Jira Issue is added, allow an Observer or Supervisor rule to be triggered based on a custom app action:Action type could be Custom App and some sort of metadata passed in that can parsed.

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Contributor
6 years ago
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craig_14155Contributor
posted in Archives - Freshdesk

Why can't System automated actions include same options as Agent and Requester?

We have several Resolved and Closed tickets that have no value for two of our required fields when the ticket is resolved because the system resolved the ticket rather than a human: Agent or Requester. I wanted to create a rule for Ticket Updates (Status changes from anything to Resolved) that prevents the System from Resolving a ticket if there is a field that requires a value on Resolution but the list of Actions for System is not the same as for Agent/Requester. And add a Note alerting the agent about this and set Status to Open.System's Action options:Agent/Requester Action options:I would think that the required on resolve rule for the field would be honored for System actions by default but they are not. Does anyone have a workaround?Is Freshdesk going to address this?

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4 years ago

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