Using Freshdesk

I've set up the JIRA integration - with Jira Cloud - on our Freshdesk account and when we link a ticket to an existing issue in JIRA it works fine (everything gets synced). But when we want to create a new JIRA issue from Freshdesk, it hangs on fetching the issue types.The account has admin permissions and is able to create (and link) issues in the selected project. As per what's described on this page https://support.freshdesk.com/support/solutions/articles/225455-why-can-t-i-link-a-jira-issue-in-freshdesk-create-a-new-issue-via-freshdesk-it-never-finishes-loadinAny ideas on why this is failing?

Hi,I would like to know if sensitive data ( like api key) can be set as an application parameter (entered via the custom app configuration interface) .Where is this information stored ? Is there a risk that this data is accessible via another freshdesk?  

Hello,Hope you had a wonderful weekend. Let's kickstart this week with the second edition of "Trends in Freshdesk support". This forum focusses on highlighting the top questions that we've received in the past week and aim to spill some nuggets on Freshdesk features.If you're a first time visitor, you can read the previous edition here.“Our current url is mycompany.freshdesk.com. I would like to change it to myoffice.freshdesk.com. How can I go about this?” You can change the Freshdesk account url, provided the new url is free to use and hasn’t been taken up already by any of our users. You can write an email to support@freshdesk.com requesting for an url change but here are few things to be aware of:There would be no changes to account settings/tickets. However, with the change of the account url, all previously generated ticket/solution links would become obsolete.The forwarding address for the support emails would vary and need to be updated in the mailboxes for tickets t

hi, i am trying to reply on a ticket through the API and suddenly i am getting error that  {"code":"invalid_user","message":"You are not authorized to perform this action on behalf of this user. id:43004366839, name:Sora"} although this is user is an activated user of freshdesk, please need assistance on that

Hi folks,I've been chasing FD for quite some time regarding this and still do not have a solution. In my FD setup we send customer satisfaction links once a ticket is marked as resolved, as you may know links that are embedded within the email point directly to satisfaction results e.g. /survey/happy survey/ok survey/poor.  The problem with this is that many corporate companies check URLs when an email is sent for security purposes and even peoples personal AV check URLs also.  So when these systems scan the links they will register as a customer satisfaction response on your system.I found this out as we like to contact any customer who leaves poor feedback and follow up with them to see how we can improve and also if we can help them any further.When we called we started getting customers swearing blind that they never left this feedback, initially we thought they may be embarrassed but we then found that it was happening with all customers we contacted that had left negative feedbac

Hello,Welcome to the first edition of "Trends in Freshdesk support". We've handpicked top questions over the past few weeks and listed them here. Hope you'll be able to learn a trick or two reading this post :)“I tried to set myself as part-time(occasional) agent and I’m not able to login. Please help!”                        If you’re the only admin in the account, we advise not to change your profile to “Occasional”. It would immediately log you out of the system and you’ll need a day pass to complete login.                        You can review your day pass usage under the Admin -> Accounts section. Make sure you have at least one to bail you out if you risk changing the profile ;)“I’m not able to change my agent’s name and other profile details/How can the agent profile details can be changed?”                        We recently launched Fresh ID - one identity across the Freshworks suite of products. This is being rolled out gradually to all Freshdesk accounts. With Fresh ID,

i am trying to set a rule for web hook observer but i cant find Observer in the Admin > Helpdesk Productivity > Observer. section, Right now i have the trail account for the integration, Please guide me how can i set the rules for web hook integration

I'm currently doing my weekly reporting by exporting a csv out of FreshdeskWhat I need is a stats version of the In depth report that I can configure to reflect ticket categories & subcategoriestop requesterstraining issuesI don't want graphs I just want something that will show numbers.Is that possible?

The feature Use "Reply-to" email address to create requester contacts Is not working. We have it enabled for a long time and never had an issue, and now it is not using the "reply-to" email but just our support email where the emails come through a form.Please help to fix this. 

Hello I try to publish my first Custom App which was successfully tested and packed.I got this message without any additional information : Your custom app could not be published due to a technical issue. Please resubmit the app in the developer portal. We are sorry for the inconvenience. Custom App could not be published Any idea ? Am I suppose to create a ticket ? 

Attempting to upload a list of contacts in CSV and it just sits there saying Importing... %CSV only contains about 50 contacts so is not huge.

Hi, We are having issue with reply from Freshdesk not being sent to some email service providers including hotmail. It came back as "email bounced temp error" or "email not delivered". I was able to send emails directly from Gmail to Hotmail but was not able to send via Freshdesk. Sending replies from Freshdesk to Gmail seems to work fine. Can you please check and let me know what happened? Ming

I've converted a contact to an agent. They activated as an agent (it was me). And now I cannot log in as an agent. I get the following error message: You seem to have already logged in with gmcdowell@myemail.com. By proceeding, gmcdowell@myemail.com will be logged out and you can sign in with different email So, I continue and try to log in as gmcdowell@myemail.com, at which point I get the error message: You are not allowed to access this page!

I use Vbulletin software and am try to figure out how to use the member's email as the Requestor instead of our site email.Most of our tickets are generated via the "Contact Us" page or by using the "Report Post" button.In both cases, the member's username and email are included in the message.Example:username (mailto: email@email.com)messageHow do I setup Freshdesk so that it uses the mailto email address instead of our site address?

When listing all agents, data returned includes, contact, but no Id. Further more, when trying to find such Agent.contact in records returned from /api/v2/contacts, many are not found. It's as if Agents.contact are missing from Contacts, yet clearly the schema of Agent.contact is identical to Contact.1. Is it possible to get the Agent.contact.id ? Or should I just use Agent.id? Are these ids disjoint or overlapping?2. Should I just create records in Contacts for each Agent as needed using Agent.id as the Contact.id ? { "available":true, "occasional":false, "signature":null, "id":1, "ticket_scope":1, "created_at":"2015-08-18T16:18:05Z", "updated_at":"2015-08-18T16:18:05Z", "available_since":null, "contact":{ "active":true, "email":"sample@freshdesk.com", "job_title":null, "language":"en", "last_login_at":"2015-08-21T14:54:46+05:30", "mobile":null,

I'll put this in Feature Requests, as I think FD could use this functionality, but thought I'd also mention how we did it in the existing product.Basically we used the Product Portal function (intended for when you want unique experience/branding on a particular product). In this case I made the "product" = "partners" - in this case sales partners so we only wanted them to see sales content (using Articles). Where we needed forms, we used embed tags in Articles combined with FormSite (surveymonkey, etc would also work) for things like Deal Registration.We point Partner SE's (the propeller-heads) to our Support portal - the neat thing is we get a common login across both, and can share content across both portals as well)Main effort was hacking up the HTML to remove most of the functionality - basically it's just displaying Articles. We may turn Forums on at some point - or even ticketing.(good stuff is behind login so attached a screenshot - not terribly pretty - need to get our market

Is there a way to customize the styling for elements from Liquid Snippets? Things such as the search bar and ticket filters are not customizable with the CSS stylesheet in the portal, so how do I go about doing it? I see some sample themes out there that are able to change the styling for those elements

Hello.I customized a support portal by editing stylesheet and layout.I finished the customization and it is perfect in all devices except for mobile device.They are broken in mobile.How should I change the style of mobile so that mobile looks perfect too.

There is a requirement in REST API which force developers to fill Ticket Fields required for AGENTS when a ticket is being created with API.However in case when you create a ticket on behalf of end user - you can't specify Agent or Group, since End user is not able to choose it.I'm quite sure that a lot of other integrations which create tickets on behalf of End users suffer from this API limitation. There should be possibility to create tickets with API, as an end user, not as an agent, and not meet agent's requirements.Right now we spend a lot of time explaining our customers why their tickets are not being created and asking them to provide default values for such fields. In some cases it is not possible for them to provide such values. P.S. Please advice if I'm missing some workaround which can solve this issue.

We don't automatically send contact activation emails. Instead we have a verification process outside Freshdesk, based around our sales team and CRM platform.We have code to run checks/balances between both systems. It would be nice if we could trigger the sending of contact activation emails over the API here. At the moment it's one of the only manual steps left.

Switched to Mint and I'm seeing a warning exclamation against most of my contacts when in ticket viewThe client definitely is a member and is the primary contact and it doesn't happen in the old classic view

Hi there,I started import of contacts from a CSV file 3 days ago, but it does not complete... The import button is still greyed out.What to do?Br.Christian

Hi,I was looking to add a new support email and after doing so I was not able to view the tickets list in my browser. I'm using Chrome at the moment. I've since deleted this subsequent support email and have left the default one that I have. But I am still not able to access the tickets view in Chrome. I can see the tickets view if I use Safari. I Chrome when I select the tickets option I get a white screen.

Hi, In our forum page, the button at the top is by default titled "start a new topic here" and the search  box below the menu bar has "search articles and community discussions" as placeholder. How can change these texts?Best  

 Hi there,Is there a way my customers can view the portal with their current when not logged in?Thanks Mat