Using Freshdesk

We've been using Freshdesk to Jira integration for ages and it's been working well, but since the beginning of August (2018) it's no longer writing the "Freshdesk Ticket" information to the Jira ticket.It is correctly creating the Jira issue, assigns to the correct Jira Project, and all updates are being saved to the ticket, but as we rely on the "Freshdesk Ticket" field to be populated with the ticket number for reporting and billing.Any idea how to resolve this problem?Thanks, Rob

Hello there,I am having issues with people seeing their new tickets.Not to throw anyone off, they are part of one group.I have tried remove them, remove the group and also adding one by one to no avail.Anyone have an idea?

Hi, I am trying to set up an observer rule where when we have a ticket with the subject "launch date" it automatically updates the custom "Launch Date" field of the associated company to the creation date of the ticket. I am a bit stuck on how to post to that field using webhooks. My callback URL is https://org.freshdesk.com/api/v2/companies{{ticket.company.launch_date}}and my (sample) content is POST{ "custom_fields" : { "launch_date": "1/1/2018"} }Where I am stuck is how to get the date the ticket was created and post it to the company's launch date. Any help would be greatly appreciated! 

we are big users of TAGS.  In fact it is critical to our support processes.BUT the fact that this link doesn't work is really frustrating.To confirm we'd like to be able to click on the TAG-Link circle to find all tickets with that tag.  Same for articles and customers.I know we could setup a filter but that is too time consuming and leads to filter explosion.  This link should really work.

I want to use multiple products with their own portal as we run several different brands. I understand I can create a CNAME DNS record pointing to myname.freshdesk.com but is it possible to create a second name? The reason for this is I want to use the same FreshDesk account for multiple products but I can't have DNS records for Product/Brand B portal showing companyA.freshdesk.com as that would cause a lot of issues with customers knowing these two products are run by the same company. Since this companies serve to very technical customers the chance of someone finding that support.companyA.com and support.companyB.com point to the same FreshDesk domain (companyA.freshdesk.com)Thanks! 

Hi,I'm wondering if it's possible to get information on what price plan a specific agent is running and if it's billed monthly/yearlyThanksTerje Leirvik

So, to make it more time efficient, I open each ticket I have to do in a new tab to process them. I see that this option is no longer available. If I right-click or middle click or any click on the ticket link, it opens in the main view.Can someone confirm this as an issue or if this is intended?

I don't know why you would change this. Since we first signed up for Freshdesk many years ago - all of the following actions would open a ticket into a new tab, and leave the current list in place.Ctrl+ClickMIddle Mouse ClickRight Click - select open into new tabThey all open the ticket into a new tab - BUT...Then they also navigate the current list to that ticket also.How are we supposed to keep a list of tickets in a queue to work through if you navigate our list way.Of all the breaking changes on this new MINT interface, this is the most _______ painful.

Sometimes I receive a ticket from an alternative source and I want to change the requestor details. I can do this through the classic view by clicking on the cog wheel and choosing edit. I can't see a way of doing this on the new view.

 When you create a new forum, there is a section to fill out the description of the forum, but I couldn't find that description anywhere except when editing the forum. It's not on the home page either or I really need to get my eyes checked. Thanks in advance.

I am struggling with setting up a custom URL for a brand specific support area. All I get to see is "mainaccount.freshdesk.com" but "specialbrand.freshdesk.com" is not generated by the system. I don't want to set a cname record that forwards help.specialbrand.com to "mainaccount.freshdesk.com" but rather would like "help.specialbrand.com" go to "specialbrand.freshdesk.com".I spent a couple of ours under admin/products and could really use some help.

When I upload my Logo Icon, it is resized. I'd like to know the right dimensions, so the icon can retain the correct proportions.ThanksMario Gil

Hi,How can I see all the client's ticket history. At the moment if I click on the user at the bottom of the page I see only tickets with open and pending status.Closed and resolved are not shown.We have found workaround : If you fill in manualy the field company and press on the company then all tickets appear. As this is timeconsuming can you please suggest any easy and working idea till you add similar functionality.As I pointed out in my email, the field "company" is not required during the registration process and turned out that we have only 2 registrations with this information from more than 50 accounts. Nikolay

It seems that API to fetch the ticket conversation will return the first 30 conversation, I need all the conversation without setting the page number in the API url, is there any way to get all the conversation

How is it not possible to create a API request that gives all the Dashboard stats? Have been doing a lot of messing around to calculate them from the tickets, but it already sits in the dashboard, why can't it be available in the API?Also, can the number per page, (by default 30, max 100) be extended past 100? Is there a reason its limited?

Hello I'm using the Google Drive Intégration on my freshDesk Account.The app is working well on the agents account, but when I'm log with a customer account the Drive icon is not available.Please can you tel me if this is normal or if I have miss something.Thx

Hi,We're supporting multiple companies and multiple products per-company.A company needs to pay for its registered products in order to get support for it.It might pay for one product while not paying for another.I'd like to have the option to assign products per company, so when filling a new ticket form, the user will have only the product that his company is registerd to in the Product dropdown field.Can this be done?Ohad

How can you sort tickets chronologically, by the last requester's update, from the oldest to the newest?We tried doing it with Supervisor, but the issue is that a supervisor rule is triggered only once per hour. The idea we had was to use them to help with sorting tickets and responding chronologically - from the oldest to the newest.So, for example, we set up the following rules:1. if a ticket is Open and last requester’s update was less than 5h ago - Low Prio2. if a ticket is Open and last requester’s update was 5 - 10 h ago - Medium Prio3. if a ticket is Open and last requester’s update was 10 - 20 h ago - High Prio4. if a ticket is Open and last requester’s update was over 20h ago - Urgent PrioNow, we also needed to set up a rule to move all of the Urgent, Medium and High tickets back to Low if the next requester’s response is less than 5h old.Since the rule runs only once per hour, we now have tickets with the last requester’s response in the past hour, still marked as Urgent. The

This endpoint is great: https://developers.freshdesk.com/api/#filter_ticketsBut it is severely limited by the fact that we are only about to get 10 pages x 30 results. At times, we have 700 open tickets which renders this perfect endpoint useless.Please allow a 10x increase on returns; let us retrieve 100 pages instead of 10. If this is a performance issue then charge us a higher cost for on API quota; make each page consume 5 quota hits. We don't need this to work every few minutes, we run our reports daily or weekly.Thanks for anything you can do to open this up.

One thread is tagged as solved: https://support.freshdesk.com/support/discussions/topics/307569/page/2?url_locale= The answer is removed: https://support.freshdesk.com/support/solutions/articles/218456-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading- But we still have the problem. Is the solution to use Team Huddle https://support.freshdesk.com/support/solutions/articles/227580-understanding-team-huddle

When updating a ticket to 'resolved', the customer receives an email notification 'Ticket Resolved' which includes the text of the last note on the ticket, even if it's a private note.

I've been experimenting with the 'Custom Ticket Fields' app, and trying to get some custom fields setup, since we have several departments that will be using Freshdesk.After I setup this app, the 'Group' default field disappeared from the Agent ticket form, and the fields from the Customer form won't update.Further to that, the app itself stopped working entirely. I suspect due to the weirdness with the forms. Even removing the app doesn't fix the default fields being missing.

Hello,Welcome to the fourth edition of "Trending topics in Freshdesk Support". We aim to help you understand the nuances of the product better with our quick reads posted in this forum. Hit "Follow" to get these posts delivered right to your inbox.“I want to operate as an email only helpdesk. I don’t want my users to respond to tickets using the portal, at least for now. I remember reading somewhere that the customer response would show up as a note if added from the portal. I recently came across one. Is there a way to shut off the portal completely?”You can modify the portal settings under Admin -> Portals -> Settings section. Make sure you deselect the options as described in the screenshot below. This would make sure that new users cannot sign up for the portal access.Also, go to Admin -> Email notifications -> Requester notifications and turn off the user activation email option. Make sure you remove all portal references like portal url from all automatic notification

How can I remove an existing custom ticket status. I select the red icon preceding the status I want to delete, it appears it has been removed, I select done, leave screen & come back, the status reappears. I currently have an Administrator role.Thanks in advance!

In the new Mint UI I can not position the caret in the response field by mouse clicks. Our reply template uses a table, that might be part of the problem. On click, the caret is always moved to the end of the current table cell.