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Topics started by dave.kavanagh

3 Topics

D
Contributor
dave.kavanaghContributor
posted in Archives - Freshdesk

Attachments can't upload

We've recently started having issues where agents can't attach files to emails in a ticket. The file shows up outlined in red with an option to retry. We've tried ensuring that the files aren't large, or zipping them if they are an unusual type, but in many instances we simply can't upload a jpg of 3 or 4mb. 

1
aravind.sundararajan
Skilled Expert
5 years ago
D
Contributor
dave.kavanaghContributor
posted in Archives - Freshdesk

Ticket can't be merged when it is connected to a Tracker

If a ticket has been linked to a Tracker, it will no longer show up in searches when an agent attempts to merge another ticket into it. Steps to repro:Create a ticket Assign that ticket to a TrackerCreate another ticket by the same customerTry to merge the new ticket into the originalExpected result:Normal mergingActual result:Search for ticket ID returns 'no records' Search for customer shows all tickets for that customer apart from the one linked to a TrackerI have a gif of this in action but it shows customer data so I've not posted it here.

2
D
Contributor
5 years ago
D
Contributor
dave.kavanaghContributor
posted in Archives - Freshdesk

Identify contacts with 0 tickets

We need to identify contacts who do not have any tickets, so that we can delete them in accordance with our privacy policy.As part of our GDPR compliance, we promise to delete a customer's data from our support desk after a period of inactivity:We delete tickets that have been inactive for 2 years (the length of our longest warranty).We delete contacts from the support desk if they no longer have any tickets.The first part is easy enough, but I'm struggling to find a way of identifying contacts with 0 tickets. It would be fantastic if 'number of tickets' was a returned attribute when querying the API for contacts.Or is there another way of doing this, that I've overlooked?

0
D
Contributor
5 years ago

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