Using Freshdesk

When I get a question by mail, I forward it to freshdesk. A new Ticket with correct customer contact is made.But there is  a "Fwd:" in the subject  line.And the email system lines of  ------ Weitergeleitete Nachricht ------ Von: XXXXX An: XXXXXX Gesendet: 24.09.2018 13:56:15 Betreff: VxxxHow can I automaticly remove that part?

 I'm trying to signup for a trial (https://freshdesk.com/signup). I've filled in all the fields. On click "Sign up for free" nothing happens, I stay on the same page, no page loading indication, no indication of erroneous fields (phone and email are valid). I tried this with FireFox and Chrome on Windows 10. Also, clicking on  "Ask Frank" chat drops down the chat pane but I cannot type in anything!

Hi,I'm using a PHP code to try to fetsh my tickets. Sample of code used : $api_key = "xxxxxxxxxxxxxxx"; $password = "x"; $yourdomain = "yyyyyyyyyy"; // Return the tickets that are new or opend & assigned to you // If you want to fetch all tickets remove the filter query param $url = "https://$yourdomain.freshdesk.com/api/v2/tickets"; $ch = curl_init($url); curl_setopt($ch, CURLOPT_HEADER, true); curl_setopt($ch, CURLOPT_USERPWD, "$api_key:$password"); curl_setopt($ch, CURLOPT_RETURNTRANSFER, true); $server_output = curl_exec($ch); $info = curl_getinfo($ch); //var_dump($info);exit; $header_size = curl_getinfo($ch, CURLINFO_HEADER_SIZE); $headers = substr($server_output, 0, $header_size); $response = substr($server_output, $header_size); when i var_dump $info i can see that my code add HTTP and try to connect to HTTP://https://domain.freshdesk....How can i resolve this problem ? thanks.

How can I call web api from freshdesk cli. Please help me

I follow the directions but just go in circles when trying to update my account

I am developing an app as extension to ticket module. using the documentation, it show an effect in agent portal but does not show any change in customer portal. 

Hİ there ,We are getting the following message from our FreshDesk can you help?Support portal has been blocked.Due to high volume of page requests, we have blocked your IP address.Questions? Contact support@freshdesk.comRegards,Arda

Hi thereI would like to add an icon to each private note within a ticket. I tried all the different location but wihtout luck. How can this be achived?Best regards,Marco

 What is the difference between those two statuses?

 What is the policy behind the ability to edit and delete replies by the agent?I'm currently in a trial version. I see that I can re-edit some replies but not all. I cannot even re-edit my own written reply but I can re-edit the very first reply.Then again I can delete my own replies but I cannot delete others (which is obvious) but is it obvious that I can reedit other replies?

Dear Customer Champions, The first week of October is celebrated as the week for Customer Service and we're doing a lot of stuff to appreciate & share our love towards the superheroes in support. On this note, I would like to ask all of you a question: What are the common misconceptions around Support and Support agents that you have come across? List them as comments in this thread - pictures/videos are also welcome ;)P.S: You can visit this link to participate in some of the contests that we're hosting to commemorate the Customer Service week.

 Hi I want to use the category and sub category of solutions/knowledge base to be used as category and sub-category for creating tickets, such that by selecting these categories article is presented before creating a ticket ,and if it is not resolved then option to create ticket in same category is shown

I want to integrate the CTI app into Freshdesk. Can anyone help me to integrate this into Freshdesk? 

Hi,I'd like to find out the number of unassigned and not closed tickets in my helpdesk via the API?Any ideas?Thanks,Greg

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?