Using Freshdesk

If you're an agent who mostly works on one single Ticket View, you're going to love this. This hidden gem called the 'Jump to Ticket' option on the Ticket Details page is a 'why didn't I see that earlier' kind of option for agents to switch between tickets without having to navigate away from the tickets page (Had I used this longer, I wouldn't have had as many Overdue tickets).It shows you all the key information from the tickets list view page, such as the Subject, priority, Due by Time, etc., without actually going there and also allowing to choose the next ticket you want to move on to. I've personally found this very handy in swooshing through tickets on a busy day. What are your thoughts? 

I need to generate a report that shows a breakdown of all my tickets by status: resolved, pending etc and whether or not they have violated our SLA. The report also needs to include all tickets where SLA isn't being timed because the status is say 'waiting on third-party update' - I'd like to see how many of these we have and how long that ticket has had that status. Does anyone know if the above is possible? I've tried to get help on this from my agent but not getting very far, any help would be most appreciated. 

How do we change our website URL?Currently we are using gchospital.freshdesk.com.  Can we change this to gchealth.freshdesk.com? or how about our own? support.green-clinic.com would be nice.

I've run into a new prroblem that I haven't seen before in the years I've been using Freshdesk. If a ticket comes in without a subject, it won't let me change its type or close it. For example, if I set type to "Tech Support", then click Update, I get an error "The subject field has been updated. Please choose a different value to proceed."I can go in and edit the subject, but I'd rather not have to. Emails without subjects come in surprisingly often.

Hi In the use of the test app, exists the problem when I try to reply a ticket using "tap to reply" Then the app crash and close. The same when I tap properties on the ticket. On this properties issue, not all the time crash, basically the half of the time. Thank you See attached files. I use a Motorola G5 plus with Android 7 nougat.

I have just installed the Onedrive integration and it seems to be working as intended. When I click on the little cloud, my onedrive for business appears, as do the sharepoint sites in our organisation.Just one issue: When I put in the link, the link we get is the type that requires a login to onedrive. Most of our users do not have onedrive, and we don't allow public files anyway.When you are in Sharepoint, it allows you to create an anonymous link with a limited validity which is available only  to the user of the email address you send it to. Is there any way to make the onedrive integration get this link and use it?--mark

We have two different portals, one for IT and one for maintenance. What I am needing to do is hide the required "Category" field on maintenance but at the same time have it auto select "other". We use the category field heavily on our IT portal so I need it required.I already have the code to hide the field, but can't find/figure out the code to have it auto select an option. Any welcome is welcomed with open arms.Here is the code I am using to hide the "Category" field<script type="text/javascript"> jQuery('#helpdesk_ticket_ticket_type').parent().parent().hide(); </script>

Would want to restrict emails going out to customers with certain keywords like cuss words. How do we restrict these emails going out? 

Hey,I am trying to create a serverless app that communicates with our system using our API.The error I am getting after uploading and installing the custom app is:{ "requestID":"5b2a9fe3-6162-4bd9-bf63-59306164fc1d", "status":500, "message":"Error while executing App server script! - Cannot find module './developer/node_modules/http'", "errorSource":"APP" }Dependencies in my manifest file look like this:"dependencies": { "ntlm": "0.1.3", "request": "2.88.0", "http": "0.0.0" } I am using request to make the actual request and ntlm for authentication. I also tried to add http here but that does not seem to solve my issue.As for my code:I am using require as follows: const ntlm = require('ntlm'); const http = require('http'); const request = require('request');Again I tried to add http here, but I was getting the error without this line as well.I am using an http agent as this was the only way I was able to make the ntlm authentication work.let ntlmrequest = request.defaults

Anyone else having issues with getting e-mail notifications? We have not been getting any of the e-mail notifications (in outlook, ie: when a client responds, etc...).My notifications are on and were working until Friday. No changes have been made on the portal on our side. We also cannot even get access to the "email_notifications" templates on the portal:https://[URL OMMITED]com/a/admin/email_notifications

Hi there,I recently created a status page in FreshPing and configured the integration with my FreshDesk instance. That went well, but I can't see that I can integrate the FreshPing info in any meaningful way.  I can click the FreshWorks Switcher to get to the page, but was hoping there might be a way to surface some status info in the support portal.  It would be great to add just a high-level "All Up" widget or a top-level link to a status page so customers can see whether their problem has been seen.  So am I missing something basic here, or are these just integrated via the switcher?

When a Ticket is Replied to or Forwarded, and belongs to a specific Group, I would like to automatically add a specific email address to the CC: field.Is this possible and how can it be done?ThanksW

 I have created a ticket on this; their email server appears to not be sending mail.

I'd like our customers to be able to use their social network accounts to log in rather than having to create yet another email/password to remember.I've turned on the "Allow users to Sign in using... Google Twitter Facebook" checkboxes in the portal, but when I try to use the Google button to log in it says "Sorry! You do not have enough permission to access this page. Please contact your Account administrator or Signup from Freshdesk Home page". When I try to sign up using Facebook I get "We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."Am I missing a step? Do these features not work if I have my own CNAME on the portal?

Hello.I have put the popup feedback widget on our site, but in Chrome Version 69.0.3497.100 (Official Build) (64-bit) when i click on the button and it tries to load the content i get 307 Internal Redirect and it redirects to about:blank.https://companyname.freshdesk.com/widgets/feedback_widget/new?&widgetType=popup&formTitle=Help+%26+Support&submitTitle=Send+Feedback&submitThanks=Thank+you+for+your+feedback&captcha=yesI have tried this : https://s3.amazonaws.com/assets.freshdesk.com/widget/freshwidget.js and thishttp://assets.freshdesk.com/widget/freshwidget.js as well with and without ssl.

I would like to see a report that shows only resolved tickets vs. closed tickets.  We use Closed to indicate there was no work done to resolve the issue.  This can be due to many reasons such as the customer provided incorrect information and there was no issue, the customer submitted a request that can't be accommodated, the issue was resolved through other means before the ticket was addressed, etc.  We use Resolved when there was legitimate work done to resolve the issue.Is there a way to report on these statuses separately, even if that means creating a new status other than Closed to indicate the ticket was closed, not resolved?Thanks,Mike

Folks:I am using the Freshdesk Python client. My server side code has to programmatically create a contact. I also want to support subsequent deletion of the contact. In my test code, when I do a soft delete of a contact, it works. However, if I do a hard delete, it fails with a 401 bad request. Any ideas on what I might be doing wrong? My code snippet is included below.     ... # Retrieve the FD contact id. It must be a number contact_id = int(fd_ids) # Permanent delete fails, so commenting it out # result = self.client.contacts.permanently_delete_contact(contact_id) self.client.contacts.soft_delete_contact(contact_id) ...    

Hi,If I get the service for emails, chat and phone, where is the data sent to? Where are the servers located? USA, EU, ASIA?

Wonder who can help with this one.I'm looking at an outbound ticket that was first opened two months ago. It was closed off today, and the resolution time in the performance distrubution report is logged as between 350-700 hours.Now, my understanding is that that shouldn't be the case.The life cycle of this ticket is basically as follows:Ticket created and marked as Awaiting Customer Reply (SLA timer off)A week goes byTicket status changed to Follow Up (SLA timer on)Agent sends another email (within a couple of hours) to the customer to chaseTicket status changed back to Awaiting Customer Reply (SLA timer off)Repeat until todayTicket marked as ClosedIf I understand how the timers are meant to work, the total 'resolution time' on this ticket shouldn't be more than about 24 hours at an absolute maximum. As the customer never responded, we've had little choice but to keep chasing them, not the other way around.Any ideas?

Hi everyone,I'm trying to work out how to see all posts by a specific user? Is there an API call which can be used for this or is it a web-based function which needs to be enabled somewhere?If it's in the API, how is the user identified? By username or some other ID?Thanks :)

Hello,I'm using a example from Github (https://github.com/freshdesk/fresh-samples/blob/master/C-Sharp/GetTickets.cs) and I have a little bit of drouble with the responseBody.I added some new lines to deserialize the responseBody to a class "ticket". Also I changed the apiPath to "/api/v2/tickets?include=requester", cause I wanted to get the requester too. using System; using System.Net; using System.Text; using System.IO; using System.Collections.Generic; using Newtonsoft.Json; namespace ConsoleSample { class Program { static void Main(string[] args) { string fdDomain = "YOUR_DOMAIN"; // your freshdesk domain string apiKey = "YOUR_API_KEY"; string apiPath = "/api/v2/tickets?include=requester"; // API path string responseBody = String.Empty; HttpWebRequest request = (HttpWebRequest)WebRequest.Create("https://" + fdDomain + ".freshdesk.com" + apiPath); request.ContentType = "application/jso

My company has just found a bug within the teams app integration of freshdesk. When you reply to a ticket and select the private checkbox, the reply is actually still public and is seen by everyone attached to the ticket. The private checkbox option doesn't actually do anything. This could be an issue when attempting to talk privately with company stakeholders but not wanting transparency with the client.

Hello,    i am facing issue to get agents after a specific date updated. can anyone please help.thanks

Hello ! I try to create note with attachments. I send request to "api/v2/tickets/'.$ticket_id.'/notes" through "POST" method similar as in sample for tickets:https://github.com/freshdesk/fresh-samples/blob/master/PHP/create_ticket_with_multiple_attachments.php   But I get the error "Content-Type header is set to multipart/form-data. It should be set to application/json"So how can I create note with multiple attachments ? Unfortunately I didn't find appropriate example in samples.Also I have  same problem with updating tickets -  it's possible to update ticket just without attachments through "PUT" method.

Our phone system is not connected to Fresh Desk, but we would like to make notes regarding client phone conversations in Fresh Desk WITHOUT sending the client an email that we made notes.  Is this possible?