Using Freshdesk

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?

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