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Topics started by jared_14403

4 Topics

J
Contributor
jared_14403Contributor
posted in Archives - Freshdesk

Login/normal URL doesn't accept agent credentials unless SSO is disabled

Hey there!We recently enabled Simple SSO for our helpdesk so that customers could access our support portal after they log into our website. The user's email address (from their profile on our site) is passed to Freshdesk, which matches it to their existing Freshdesk user profile. If the email addresses match, it grants them access based on their access level in Freshdesk- no need for a separate account.In order for that to work, our agents have had to use the https://(OurNameHere).freshdesk.com/login/normal URL when trying to log into the system as an agent since this bypasses the SSO authentication. It works well most of the time.However, we keep encountering three problems:1. Specific agents are our company keep getting logged out of their Freshdesk session without warning, even while they are in the middle of working. It's strange because it only happens to these 2-3 people, but never to people like me.2. Even if they try to use the "...login/normal" URL, the page will not accept t

1
J
Contributor
4 years ago
J
Contributor
jared_14403Contributor
posted in Archives - Freshdesk

Redirect to ticket list after any change in status

Building on the great plug created by Freshdesk which took you back to the ticket list after closing a ticket (https://support.freshdesk.com/support/discussions/topics/297069), I modified the code so you return back to the ticket list no matter what the ticket status is (not just 'Closed'). This does NOT redirect to the ticket view after Forward, Replies or Notes, but it DOES work if you are choosing any of the Reply + Resolve/Close/etc options.

15
L
Contributor
7 years ago
J
Contributor
jared_14403Contributor
posted in Archives - Freshdesk

Edit option missing from some tickets

Background: when a ticket is given to me by our client services team, I process the ticket into our development bug tracker. The way I know if a ticket has been reviewed by me is by the fact that I edit the subject line of the ticket into a standardized format. This also prevents the issue of unhelpful/generic ticket titles so we can look at the ticket list and quickly find the ones we're looking for. Problem: once in a while, I run across a ticket whose properties can't be edited. The Edit option goes missing from the "More" menu above the ticket, so I can't edit the title, requester, etc. I know it hasn't been edited by anyone else using Options- all they've done is assign ticket properties like priority, requester, ticket type, etc. I've attached a screenshot of the problem.

4
aravind.sundararajan
Skilled Expert
6 years ago
J
Contributor
jared_14403Contributor
posted in Archives - Freshdesk

"This feature is not available for your plan" for Shared Ownership app

This morning we attempted to enable the Shared Ownership app which was just released by Freshdesk itself but attempting to do so displays this error in a ribbon at the top of the screen: "This feature is not available for your plan." The page which talks about the new app explains that it is only available for the Estate plan or above, but we are currently on the Estate plan ourselves (I verified this through the Plans and Pricing page of our helpdesk.

4
anirudh.narasimhan
Contributor
7 years ago

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