Using Freshdesk

As of now, automatic replies from Outlook currently create unnecessary tickets that we have to manually close or merge. Also, iPhone updates come in as separate tickets each time so those have to be manually merged as well. How would I go about preventing these automatic replies from creating tickets each time?

Hi, we have a support channel that is intended to be used only as an internal support, but when customer support forward in an email from an outside user and we respond on the ticket, the outside user is getting notified of responses.Is it possible to restrict this so only internal users from a domain get notified of responses?

Here at Gloucestershire County Council I've written a small VBA script to cycle through a series of useful pages (attached).  Due to restrictions on our system, I have to run this from an Excel workbook:-Open your worksheet and press Alt-F11 to open Microsoft Visual Basic, press Ctrl-R to view the Project Explorer, then go Insert > Module.A new 'general' code module will appear under Modules, probably called Module1. You might need to click the + symbol against Modules to expand the group. Double-click the name of this new module to open it. Remove any code you find in the code window (probably only the words Option Explicit, if anything) and paste my code in its place - everything from Option Explicit down to and including End Sub.Insert your FreshDesk subdomain, username and password in the Const statements in place of the the xxx's.Return to your worksheet. Click Developer > Macros, select the macr

I am trying to create a ticket with attachment and i am doing it exactly as given in the example on git hubhttps://github.com/freshdesk/fresh-samples/blob/master/PHP/create_ticket_with_attachment.phpbut in response i am getting Error, HTTP Status Code : 0Headers areAny suggestion please, WHAT AM I doing wrong?

HiWe've switched to the mint version. Now I realized that my custom apps are not supported. What is the plan for existing custom apps?Best regards,Marco

 Just wanted to post a concern and a warning for those using Freshdesk.  At one point, My "Agent" name was somehow swapped with my real name, First and Last. This is concerning because I'm not trying to get messages outside of my helpdesk and into my personal social media account,, etc.. So please double check your "Agent" alias.  And if you are admin for a team, please inform your team if they are using an alias.  East agent much change the profile name themselves.  The profile change is ported to Freshworks.  An admin cannot change their names for them.  It must be done personally.Freshworks team.. please be aware of this.-DS

hi my  account has been temporarily blocked and i can´t acces now, how can i restore it again?

Setting up the reply template and keep having the agent name randomly inserting itself all over the place - might be at the top, might be in the middle of the template text, might appear more than once.How do I stop this happening

Hello,We're excited to be back for the second edition. Join us on Thursday,24th May 2018 from 8.30 pm to 9 pm IST (GMT+5.30). Stay tuned for updates to follow!Cheers!

HI Pros.I want to ask that is there any API which support to register users with their Social Media (mentioned in title) account. And if there is way to do that please mention that way in the reply.Thanks IN Advance..Regards,Zain

I want to know if I can get access to values from Freshdesk app integrations using the Freshdesk API. For example, if a ticket has a Jira ticket attached to it using the Jira Freshdesk App, can I write a script to get that data or at least just know if there is a linked Jira or not. ~~

Hi Guys, I am looking of the push notification, When agent replies to the ticket then i want to send the push notification to customer mobile. Is there socket for fresh desk to get the notification, or any other method to develop this feature?Regards,Zain

Hello, is there a way to get the first reponse time, and the resolution time in hours thorugh the freshdesk API?If there is not, how could I calculate this ? I'm guessing with the created_at date and resolved_at date for example, but how can I take in count the work hours or the weekends. What would be the exact way of getting this times?.Thanks..

Hello TeamWhen we develop custom apps, the fonts are not loading from https://static.freshdev.io/fdk/2.0/fonts/glyphicons-halflings-regular.woff2 due to access control issue. Attached screenshot.Please take a look at this.

Can anyone provide me code PHP code to create ticket with attachment and custom fields please.

 Hi all,I retrieved all the ticket fields thanks to the following call :"/api/v2/ticket_fields"but we don't get the type of each field.When creating a new ticket by passing these fields, we get the following error message:"Value set is of type String.It should be a/an Integer"Can we retrieve this information ?

Hi Guys,I am trying to view all tickets of a contact and trying to login as a contact with email and password using API list but what i am getting is Response are {"code":"invalid_credentials","message":"You have to be logged in to perform this action."}what i am doing that i am calling the function to view all tickets and for authentication i am passing email & password to the curl even though my credentials are right, am i doing something wrong?

Hi,I am trying to upload the app(zip) in https://www.freshdev.io/However, it says the zip file is not valid when I publish and upload the zip.Is there any way to track what the problem is?I am using MacOS 10.13.4.Node version is 6.14.2Freshwork Cli version is 4.3.1

i have this error in php 400 {"description":"Validation failed","errors":[{"field":"attachments[]","message":"Unexpected/invalid field in request","code":"invalid_field"}]}this is my code$ext = pathinfo($_FILES['file']['name'], PATHINFO_EXTENSION); $mimetype = ""; if (isset($types[$ext])) { $mimetype = $types[$ext]; } else { $mimetype = "Desconocida"; } $filename = $_FILES['file']['name']; $filedata = $_FILES['file']['tmp_name']; $filesize = $_FILES['file']['size']; $ticket_payload = json_encode(array( "description" => $descripcion, "subject" => $asunto, "email" => $correo, "priority" => intval($prioridad), "status" => intval($estado), "cc_emails" => array("ram@freshdesk.com", "diana@freshdesk.com"), "custom_fields" => $custom_fields, "attac

Hello Freshdesk Community,I am having issues trying to get Fedex Integrated or even send a canned response with a placeholder put into the link.Does anybody have experience with this?For example I put https://www.fedex.com/apps/fedextrack/index.html?action=track&tracknumbers={{ticket.cf_return_tracking_number}}&locale=en_PT&cntry_code=pt_englishin a canned response and it outputs.https://www.fedex.com/apps/fedextrack/index.html?action=track&tracknumbers=%7B%7Bti

Hello,I have created a custom field alled "dringid" on my contacts.It appears when I perform a curl requet : curl -u APIKEY:X -X GET https://dring.freshdesk.com/api/v2/contacts/43000011679 {"active":false,"address":null,"company_id":null,"view_all_tickets":null,"description":null,"email":"matt.rogers@freshdesk.com","id":43000011679,"job_title":null,"language":"en","mobile":null,"name":"Matt Rogers","phone":null,"time_zone":"Eastern Time (US & Canada)","twitter_id":null,"custom_fields":{"dringid":"189"},"tags":[],"other_emails":[],"facebook_id":null,"created_at":"2018-05-11T12:47:15Z","updated_at":"2018-05-11T14:19:06Z","other_companies":[],"avatar":null} I'd like to use it in my custom app with the JS library. $(document).ready( function() { app.initialized()

Moose is a high-tech and professional-looking Freshdesk support center theme. It features a light wavy design and easy navigation. Moose is 100% compatible with all Freshdesk functions and it will give your customers a user-friendly, engaging experience. This Freshdesk support center theme has several layout variants and color options. Additional formatting components and Font Awesome make Moose very easy on

Please read my second posting below this - accounts don't get deleted - they get de-activated (and hidden in the depths of Freshdesk)Deleting an account causes that email address to be orphaned and unusable.There is no way to reset an email address within the Admin UI so deleting an account by mistake renders the associated email unusable for life.Customer Actions in /support/login Customer logs in with Google SSO for first time and account is created Google first time SSO warning is shown and sign in works ok and is redirected back to Freshdesk with logged in status Customer then logs out from Freshdesk Freshdesk Admin Actions in /contactsFreshdesk Admin deletes customer accountCustomer Actions in /support/login Customer attempts log in with Googl

I have seen related tickets, but still have an issue ....Authorised customers and their staff are always subject to turnover. Those contacts who leave need to be deauthorised from helpdesk access. I have no problem with the Freshdesk model of archiving rather than actually deleting customer contacts - that seems sensible.The issue is when a previously archived user comes back and subsequently sends an email to create a ticket. Freshdesk will not send them acknowledgement of the ticket as it matches their address to the 'deleted' account. So the user does not get any response. The ticket is swallowed into the 'spam' folder, so agents don't know it has arrived.Is there a solution to this scenario? Can't see any way to get dispatch'r to trigger any notifications based on 'spam' flag? Some kind of alert to the user or agent would avoid lots of hassle.

So we are trying to save our users from database to freshdesk via API. And we have to delete those users since something was missed. We make a script that would create new contacts for us. Now what has happened is that after deleting the contacts, We could not save hem back since the email "should be a unique value". I wanted to know if this still applies to emails of deleted contacts? Since we are still in beta I there could be such more encounters, is there a ways to use freshdesk as sandbox or in testing mode?