Using Freshdesk

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

I notice that when a user enters an email address that meets certain criteria (i.e., seemingly doesn't have a human name before the @ sign), the form dynamically exposes a Name field. See attached. I'd like to configure the popup widget to automatically expose that field when it first loads, so that I can populate it automatically (via the query string), something like this? { "queryString": "&widgetType=popup&searchArea=no&responsive=no&helpdesk_ticket[requester]=ted@gmail.com&helpdesk_ticket[name]=Ted%20Smith" } Is this possible?

Hi there,I have been trying to create a ticket that will have custom fields and file attachments with C#. I used the example provided from below link:https://github.com/freshdesk/fresh-samples/blob/master/C-Sharp/CreateTicketWithAttachment.csHowever, the example doesn't show me how to convert customs fields to a correct format. so I have been getting the follow data mismatch error:{"description":"Validation failed","errors":[{"field":"custom_fields","message":"Value set is of type String.It should be a/an key/value pair","code":"datatype_mismatch"}]}Please see below code implementation and would be much appreciated if someone can let me know what I have done wrong: using (var rs = request.GetRequestStream())  {writeBoundaryBytes(rs, boundary, false); writeContentDispositionFormDataHeader(rs, "custom_fields"); writeCustomerField(rs);}private void writeCustomerField(Stream o)         {             List<KeyValuePair<string, string>> kvpList = new List<KeyValuePair<string

We're using API v1 to find any new tickets matching a custom view (aka filter) which works well. API v2 looks like a great evolution, but it only allows filtering according to four pre-defined filters, with the error response (NB, errors much improved since v1!):   Should be a value in the list 'new_and_my_open,watching,spam,deleted'Are you planning to open this up to allow either filtering by a custom view or more dynamic filtering in the parameters passed to the API?

 Hi,We have a need to integrate the support platform into our customer platform, and we want to show the active tickets for the customer.  We can currently filter the tickets based on an email address, however most of our customers have multiple users, so isn't possible.We would like to be able to filter on the Customer Name, which would get around this.Also the Ticket Summary (which we use to get count of tickets), doesn't take into account the email address filter, so would like that fixed too.Thanks,

 Hi All,I am using the freshdesk widget and would like to know whether the submit button in the widget can be customized. The color of the button does not go well with the theme of my site.

Tickets can have a Type field and it would be great if there is a way to grab a list of all those Types in the Liquid template system. I would like to display those as categories on a page.Thanks!

Hi,I need to get the new ticket data when using the next/previous button. I see that there is an event "ticket.propertiesLoaded" but this is only working with "ticket_background" location.So basically I need to execute this code, whenever a ticket is loaded:client.data.get("ticket").then(function(data) { //get new ticket data }); The previous/next events are not working for me, because these are triggered before new ticket data is loaded.

Requirement : How to make use Custom Views in the API ? Example:To view tickets in Unassigned queue, assigned to myself and colleague AndrewTickets in Open,pending status Steps to follow : Go to Tickets Tab -->> Select the filters -->> AGENTS - Me,Andrew,Unassigned; STATUS - Open,Pending.                                                                                  Save this view --> My View                                                                 Each Custom View saved has a View ID.Address bar shows the View ID : 12200                                                                 Use this View ID in the API to view all the tickets                                                                  

The uttermost purpose of a help desk like Freshdesk is to ease the reactive correspondence with a customer, that is awaiting for customers to send in support tickets. Sometimes I need to contact a certain customer proactively, and I feel like I'm not quite sure the best way to do so using Freshdesk. By creating a new ticket in the requestors name, an email will be sent which states that he/she created a new ticket and will likely confuse the customer (or in my case, they won't retrieve anything at all since I have turned off the new ticket email notification for customers). What I think I'm looking for is a way for me, the agent, to be the requestor, and the customer to be in some sort of agent role. Any ideas?

We would like to add the Freshdesk Feedback Widget to our intranet which is built in Sharepoint.If possible we would like have the User Email Address field populate with the Sharepoint user email address.  Is this possible?  Has anyone had luck with this?Thanks!

Hi for all....I am having problems using the search in v2 ... mainly in custom fields ... for example, I used the ticked_fields api to get the list of fields ... ok ... now the name of my field that I want to filter is os_apigts ... then the curl command would look like:curl -v -u moser@softdata.com.br:pass -H "Content-Type: application/json" -X GET 'https://softdatabr.freshdesk.com/api/v2/search/tickets?query="os_apigts:10586"'But it does not work ... what am I doing wrong?

 While porting our freshplugs to the v2 of the API, we noticed some missing functionality:1) Querying Contacts ( /api/v2/contacts  ) for an agent ID no longer works. Now one has to query Agents ( /api/v2/agents/ ) for that. The problem is that I may have a user ID and not know if it is a Contact or an Agent. Then, I query it as a Contact, get a 404 and go on to query it as an Agent. Adds complication and increases the number of queries.2) Querying Tickets ( /api/v2/tickets  ) no longer returns responder_name or status_name. You can get the responder name with a query on Agents ( /api/v2/agents/ ) against the responder_id you get but it adds complication and increases the number of queries. No idea how to get status name.Please, add this functionality back again. It will simplify coding and reduce the number of queries.

Hi- I would like to know if it is possible to have the end user submit a ticket just to by emailing to help desk without having to create an account? I would like to test this in my environment before I grant the end user access to their own portal.  Please let me know if this is possible.