Using Freshdesk

The ticket form available for customers does not have all of the required fields i.e. is not the same as the agents form, only 'requestor' , 'subject' and 'description' fields available, which is not sufficient:I need to have all of the fields available:i.e. type, status, priority, assign to

I have created my first serverless app by following the steps in freshdesk document, while trying to validate using command 'fdk validate' facing the below errorValidation failed due to the following issue(s):server/server.js::2: Parsing error: The keyword 'const' is reservedMy server.js code:'use strict';const unirest = require('unirest');exports = {  events: [    { event: 'onTicketCreate', callback: 'onTicketCreateHandler' }  ],  // args is a JSON block containing the payload information.  // args['iparam'] will contain the installation parameter values.  onTicketCreateHandler: function(args) {    console.log('Hello ' + args['data']['requester']['name']);  }};

 I have a supervisor rule that is intended to trigger on 3 conditions1) The ticket has a status of "Test Status"2) It is >1 hour since the agent responded3) The "follow up email" field does not have a value of "Yes"The "follow up field" is a Yes/No dropdown, and defaults with neither value selectedI have tested the rule, incrementally adding the 3 conditions, and the rule fires fine until I add in the third rule.Does the supervisor rule not handle null or indeterminate values in fields?I am unable to set a default valueof "No" on this field, so have set up another rule with the aim of setting the field to "No" where it has a value of "None", hoping that by explicitly defining a "None" value that it will handle it ok.Would this be better achieved with a tickbox, and does a tickbox default to a value of unchecked/selected?

Anyone know if it is possible to grab the text from the editor that an agent has typed before they submit the reply?I have a custom app located in the "ticket_conversation_editor", and I can insert text into an agent's reply using this syntax:client.interface.trigger("setValue", {id: "editor", text: "value", position: "end"});However, I want to be able to pull the text or HTML content that the agent has typed so far in order to allow them to push it to an external endpoint. This would eliminate the need to tell the agent they need to copy their response to their clipboard before opening the custom app to then paste it into the provided textarea.

Dear all,I'm getting this error from today. Can you check please? BrUros

No doubt, it's a great support system that freshdesk is.While the API provided do almost everything, they lack the feature of adding replies to a given ticket.This may be helpful if a customer wants to have their own interface for freshdesk. The user would be able to reply his or her thread right from customer website rather than following interface provided by FreshDesk.Cheers.

Good morning.I am trying to write an app/plugin/integration for Telephony company.What I am trying to accomplished:a) visible all the time app - like in ticket_top_navigation (I saw some apps are visible in the right bottom corner, but I can't find that in documentation)b) put an iframe inside this app (It worked for the first time, now I doesn't)c) configure click to dial (so the user will trigger an iframe action on clicking telephone icon)There are more but I know how to to the rest - at least I think so.Thanks!

Add the possibility to use API call and avoid sending emails while creating tickets via API.

The "created_at" field is not available in API v2. It's not possible to create tickets with custom date/times via Freshdesk API.Please, add this field to API v2.

As of today I can no longer include a normal link to the knowledge base. If in a reply I click on the link for solution documents, I get a blank screen. If I type /s I can press enter, enter a description and nothing happens. Canned responses do work normally.

The phone number is grayed out under 'Edit Agent'. How do I change it?

The new JIRA custom app helps in automatically tagging your helpdesk tickets based on issues that are imported from your JIRA account. This custom app works alongside the Freshdesk-JIRA integration. For you to be able to use this auto-tag feature, the JIRA app for Freshdesk must be enabled in your helpdesk. For help with linking your JIRA account with your helpdesk, click here. To install the JIRA Ticket-tag custom app: Download the zip file  Unzip it and open the .txt file containing the code. In Freshdesk, go to Admin -> Apps -> New Custom App. Title it “JIRA tags” and paste the code copied earlier. Make sure “Show this widget in the ticket view page” is enabled. Click on “Create and Enable. If tags are not generated automatically, please go to “Admin → Apps → Get More Apps → Atlassian JIRA” and make sure it is enabled.

It appears that announcements are site-wide. But what if you want to show announcements only on certain pages? e.g. we have a customer portal and we would like announcements that are specific to this customer portal only not site wide.

I want to write a small app that polls for any open urgent tickets.The API shown here http://freshdesk.com/api/tickets/ shows methods for getting every ticket, and getting all tickets for a user by email.I was wondering if there was some options that aren't currently documented, such as by priority and/or by status.If not I can still just grab every ticket ever and scan through using XPath but that causes a bit more of a burden on bandwidth than I would like to avoid if possible.

Over full service,

It would be great if an extension for Clicky analytics (http://clicky.com) was available (similar to how Google Analytics is available).We (and many others) use Clicky in preference to GA.

Can mantain in sync customers/company on freshdesk and mailchimp? In what way?

 Hi there,I'm trying to access tickets info from a company web page, which we used as a internal dashboard to collect data and show. I'd love to be able to see if a closed ticket is resolved on time or violate the SLA rule, just as we see in the Tickets menu in freshdesk.Currently the API only provide me ticket status, which can be CLOSED, and last updated time, which can be later than due date if our support guy operate after ticket closure. Is it possible to add a field to identify if the ticket close late or on time? Or a field of when the ticket is closed will also work.Thanks,Sherry

I want my external program to be able to post request to some ticket, but there is only adding note possible

Hi, I have created a custom App in order to improve the speed of answering Tickets by our Teams. I tested the App locally and everything worked fine. But when I want to install the custom App and want to fill out all the fields I defined, I get an error saying "Validation Failed". But I have not set up any validation for the Installation Parameters, neither are any of them required. Under every field Freshdesk is showing the Error Description "undefined". Do you what can cause this kind of error?THank you very much for your help

 Our Agent cant send e-mail to the cousromer

Here's a curl command to set a company_id in a contact. I run this from a Windows Shell. It's pretty much extracted from the online reference example "Update a Contact "curl -v -u myAPIkey-H 'Content-Type: application/json' -X PUT -d "{"company_id":33000299559}" "https://ntiaudiohelpdesk.freshdesk.com/api/v2/contacts/33002370286"The double quotes seem to be necessary, I tried several variations tough...Here's the response I get:-------------------------------------------------------------------------------------------------------* Could not resolve host: application * Closing connection 0 curl: (6) Could not resolve host: application * Trying 52.20.151.223... * TCP_NODELAY set * Connected to ntiaudiohelpdesk.freshdesk.com (52.20.151.223) port 443 (#1) * schannel: SSL/TLS connection with ntiaudiohelpdesk.freshdesk.com port 443 (step 1/3) * schannel: checking server certificate revocation * schannel: sending initial handshake data: sending 195 bytes... * schannel: sent initial handshak

Currently, there is no way for an admin to programatically subscribe customers to threads.The REST API subscribes the user account which does the api call.  As a result, you'd have to have every user's username and password to do this.I'd like there to be either a query param ?user-email or ?user-id... which would subscribe that user instead of the user that made the rest call.

It seems our First Call Resolution numbers are eing skewed by customers responding "Thank You".  Any way to fix this or address it?

I recently tried to import Solutions and was informed by support that my problem was that tags were required.  A useful error message isn't provided I believe you get an error 500.Short term suggestions for the API docs:1. Make it clear that tags are required.  Since you don't require them in the interface, one would assume they wouldn't be required in the API.2. Explain what artType is.  1 = Permanent 2 = Workaround, etc.3. Explain the values for status: 1 = Draft 2 = Published4. Add a curl example to the general page.5. Include the raw headers that are expected... this can be generated by doing curl -v that would really help people in seeing what they're doing wrong as they could look at what their programming language was doing and compare to the raw headers to determine the problem.Long Term API changes:The API is a little confusing... not sure why it was designed that way...1. Weird that a required field would be passed in as a get param.  Seems like this should be part of the bod