Using Freshdesk

I am having annoying paste issues in Firefox. #1 - I cannot paste text to the Description, Note or  Reply (any HTML forrm) in FreshDesk. The same text can be pasted fine in any other fields that are not HTML based. This is also happening in this forum ticket message body #2 - I can paste an image, but it's pasted twice. Steps to troubleshoot: Tested in Firefox with addons - still problem Tested in Firefox with no addons enabled (safe mode) - still problem Tested in Firefox at https://imperavi.com/redactor - I can paste without any issues. Tested in Chrome - everything works correctly Environment: Windows 10 Pro 64 bit. Firefox 55.0.3 (64-bit) - latest version

La solucion freshdesk  puede ser instalada en forma local ?

Hi allWhenever I try and access my admin settings I keep getting a pop up on the screen that informs me 'You can easily solve 3x more tickets. Click on ? to find out how', however I cant get rid of this window.I click on the ? and it loads the announcements page, but whenever I go back to the admin screen I get the same window.Any suggestions?

Is it possible to hide ticket fields from an agent based on their group or the assigned product? We have several unrelated departments using the same instance of Freshdesk so fields that are important to customer support may be unnecessary for the legal team.

Hello,We're back with the sixth edition of 'Trending topics in Freshdesk Support'  after a while.This is aimed at providing a nugget or two about the recent questions raised by you and help you uncover Freshdesk in the best way possible. You can access the previous editions here."How can I change the order of the ticket fields appearing on a ticket? I want the frequently used ones to show up at the top of the form to help my agents."You can change the order of the fields appearing on the form/ ticket in Freshdesk. To do this, navigate to the Admin -> Ticket Fields sections and drag the fields in the order that you'd like to appear."I have customer satisfaction surveys set up to go out after the ticket is closed. However, it doesn't seem like the link is included."There are couple of things to watch out for - to woo your customers with the satisfaction survey.             a) Check the requester of the ticket. If the requester is an agent email address, Freshdesk intelligently skips t

Hi,we want to upload solution articles using the Freshdesk API, which works fine so far, but i am having trouble to understand how to embed images using API functions.From the API docs I learned that uploading attachments is only supported for tickets and contacts.In the article editor GUI i can upload images which then get stored onto the Freshdesk datacenter and referenced in the article' HTML.The only solution I can think of right now would be to upload the images to a custom location and then insert references to those URLs.Are there any other ways to solve it?Thank you!Volker

Anyone can recommend me a good way to insert multiple images into solutions? I'm making something like a tutorial-database and I need to insert many images into each solution. So far here are my problems:-no image resize option in wysiwyg editor-no "center" option for image position in wysiwyg-no simple way to resize the image and link original size to it through wysiwyg-the html editor does not save my changes at all (!?) neither by switching back to wysiwyg editor nor by clicking the "save" buttonI'll be glad if you can provide any hints...

I need to trigger auto replies to emails by parsing key words out of the body. Example, one workflow goes like this:Order is placed, customer gets auto reply email generated by ordering system (that's already in place). But, our products are drop shipped from the supplier. They need to get a copy of the order automatically forwarded to them. I supposed we could integrate their email as a CC in the order auto reply, but we have more than one supplier.Once the supplier ships he will email us, This is where we need to parse the customer info to be used in an auto reply informing the customer the product has been shipped.My boss wants as much email automation as possible in the ordering process but there's just too many apps and I don't have a clue which ones will do the jobThanksCraig

After updating a user profile, and pressing 'Save Changes', FreshDesk returns to a blank page. Mint UIChrome Version 68.0.3440.106iMac (Retina 5K, 27-inch, 2017)OSX 10.13.6 (17G65)After pressing 'Save Changes' from a user profile.

Hello, I need help. I need to use the solutions section for CSR's and not allow them to be able to edit the items at all. What can I do to make sure that happens? Our Solutions section is only available to CSR's and I don't want them to be able to edit articles. (I am on Sprout) Please help. Thank you, 

Hi,I'm looking for the API reference documentation of the new API for CTI Integration on Mint. I can't find it, is it published?Thanks

We are having problems incomplete tickets. I think it happens when a customer starts an e-mail and Outlook auto-fills the FreshDesk response e-mail. Freshdesk then creates a ticket which does not have any of the required fields. Without the required fields, I can't answer correctly, nor can I update the ticket status. Can Freshdesk bounce-back an e-mail with instructions to login to the site and create a new ticket, when the e-mail it isn't a response to an existing ticket. This is happening fairly frequently.

Hello,Im looking for a solution to copy a part of the value from a ticket property to another ticket property to overcome the huge data correction activities. I know this can be done through API's but we would like to do it through available automation like dispatcher / observer.For example, i populate a group field, then i want to pick the last updated time of the ticket and populate it as a tag to arrive at some metrics, any ideas on this?RegardsSatya

Hi all,I am trying to export all my ticket data but I could not manage exporting ticket contents (like the messages in a support ticket from the customers and corresponding responses of them from our support team). Any Suggestions?

Our Freshdesk ticket page is pocked with little red circles containing question marks. Hovering over or clicking on them does nothing.What is their intended purpose and how can we get rid of them?

Is there any API support to create To-Do lists via the API?

my gmail widget disappeared suddenly, I reinstalled it from the marketplace, it's ON for everyone, however when i launch it, I get redirected to the helpdesk portal. I called google for support, they see the same behavior.ANY HELP? 

Is it possible for agents to set their own notification settings? I'm setting up Freshdesk for a diverse agent pool: some of them will use the app, some of them prefer a lot of email notifications, etc.

Kindly clarify whether sprout plan is free for unlimited users forever.

I get the following error when I try to run the default app. The text 'port1' does not exist in the app code.Node -v : 8.11.4fdk version: 4.3.9Also, when trying to create a new app with the your_first_app template, the following error is displayed:

I was wondering if there is a way to retrieve the current quota usage without spending a counted api call?I'd feel much more comfortably if the response header field X-RateLimit-Used-CurrentRequest equals 0.

If I dump customers or companies, I notice there's no Tag field, so my assumption is there is a Tag table with related company/contact/ticket ID's. How can I get access to that table via the API? tags.xml, etc are a no-op. 

I'm trying to find a way to allow emails that we are BCC into, to be caught by the Dispatch'r rules. We have a large number of customers who email in to multiple companies like my own, while BCCing all of them, and these emails need to be manually assigned. Is it possible to make the Dispatch'r rules catch them?

Hello there,I'm trying Freshdesk in order to decide whether or not our company is going to move from JSD to another tool.I have added a custom dropdown field to my ticket form called "privacy" in which there are three options: "share ticket with my company only", "public" and "private".I need to know how to do the following things, if they're possible:have one of the option selected by default (I worked around that with an automation to set the field by default if it is empty, but I found it ugly)allow all other customers in my company to see this ticket if this option has been selected AND notify them by emailallow all customers to see this ticket if "public" is selectedIs this remotely possible?Thanks in advance !

Would it be possible to hide tickets from agents, so we'd be able to store data against a ticket, without it cluttering up the agents UI. This data can then be accessed like any normal ticket field using the API / third party app.