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Topics started by jon-paul.lakritz

2 Topics

J
Apprentice
jon-paul.lakritzApprentice
posted in Archives - Freshdesk

Agents aren't displaying in email lookups

I've generated a number of reports within Freshdesk and need to email them out to my manager (who is also an agent and a member of the Admin group, same as me) however I can't get his or my own email address to appear in the look-up Other Agents that aren't Admin are available - Any ideas what's causing this?

1
J
Apprentice
4 years ago
J
Apprentice
jon-paul.lakritzApprentice
posted in Archives - Freshdesk

Sharing tickets between two Freshdesk instances

I'm currently trying to set up a webhook in Automations for our Product owners so that each time a support ticket is raised against their product they get a copy of the ticket.So far all I've been able to do is get the initial message to pass over using the example JSON in the Freshdesk kb articleWhat I'd really like to be able to do is pass the status and priority of the created ticket (I've tried using the {{ticket.priority}} {{ticket.status}} with no luck, the webhook fails)I also need to be able to PUT or PATCH updates to the tickets when they are worked on (From support to Product Owner only) I'm really only starting to learn about API calls and so on over the last couple of days so I'm feeling a bit lost. Any help, pointers or complete blocks of code would be very much appreciated

0
J
Apprentice
4 years ago

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