Using Freshdesk

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 ?Regards,Hugo

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" => $custom_fields, "attachments[]" => curl_file_create($filename, $mimetype, $filedata), ));

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%7Bticket.cf_return_tracking_number%7D%7D&locale=en_PT&cntry_code=pt_englishIt will not put in the placeholder into the link and it will not work on the Fedex Website for obvious reasons.  I was also looking to get information on sending the tracking number to the Fedex website and pulling a shipping status if anybody has any information on that I would be exceptionally grateful.  

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() .then(function(_client) { var client = _client; client.events.on('app.activated', function() { client.data.get('contact') .then(function(data)

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 the eyes. The theme will fit those sites that want to attract traffic through the Freshdesk support center. Like all our templates Moose looks perfect on all devices because it is responsive and Retina ready.Additionally, our Freshdesk support center themes allow you to use your corporate colors and other elements to leave a professional impression on your users. You can either order Branding service from us or make changes on your own as our themes have advanced tools to let you make changes even without coding.Freshdesk support center templates from Breezy Themes:100% compatible

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 Google SSO but gets following error message :- "We are sorry. This page is currently unavailable to you. Please contact the administrator for more information." Customer attempts password reset  but gets following error message :- "No user

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?

Hi, we deleted all our contacts in Freshdesk in order to start with a better organized situation again.While testing, I noticed that my emails did not go through to Freshdesk. After a long search, I restored the email address I used in contacts again.After this, I send another email, and now it went straight into Freshdesk!Does this mean, that once you delete a contact, and this person sends an email to the email address that is connected to Freshdesk, won't be able to get a ticket?(so, not creating a ticket via "New Ticket", but via the email address).Thanks for the info.

Hi,BackgroundI am planning to perform some automation around tickets on freshdesk. The natural way to achieve this is by tracking sub-tasks or sub-tickets for a ticket that was submitted by a user.The list of sub-tasks can be dynamic and require additional data source to create. So I would like an automatic process to generate the sub-tickets via an Api call.The questions- how can I create child tickets via the Api?   I cannot find documentation for this. - how can I list child tickets for a particular parent?- is it possible to view or update custom ticket status via the api.  if so - how can I know what value matches which custom status.With kind regards,Ofer

We want to have more filter or somehow can sort out our tickets, analysis, and export to diagram report.Can someone advise us????Thanks in advance!

1. Hit "Insert an image" into an article2. Choose "Browse"3. UI shows existing images--> There is no way to go back to other selection method or cancel the dialog by hitting Esc or clicking outside the dialog. You need to choose one to close the dialog and then remove it. Also the title at that point says "Manage Images" which I think is a bit off.

I want to integrate freshdesk with my websites...What should i do?

I am trying to manually forward emails from my support-email address. However, they are not coming through as tickets. If I use any other email account, email comes through and ticket is created.What is blocking forwarded emails to come through?

Hi, Just wondering if you are planning on implementing Microsoft Teams (Similar to Slack) into your supported apps? I would be very interested in it! Thanks

When you create a document with multiple code snippets (non-HTML) and save, only the first one stays in the selected format and the format for the rest gets assigned to HTML.

Why is not possible to create tickets with custom date/times via FreshDesk API? I'm trying to migrate existing tickets from an external platform to FreshDesk and it is essential to have the correct creation date/time for each ticket and conversation. Right now all tickets are being created with the current date/time and adding the "created_at" field to the call returns a validation error:{"description":"Validation failed","errors":[{"field":"created_at","message":"Unexpected/invalid field in request","code":"invalid_field"}]}Is this a plan limitation? I'm on Sprout plan now. If I upgrade to a paid plan, will this restriction be removed? I've found this related topic from 5 years ago, but there's no recent response:https://support.freshdesk.com/support/discussions/topics/21687Any help is appreciated. Thanks!

 I know that by using API, it is possible to view all fields of a ticket. I was wondering if it is possible to also download the attachment of a ticket by using API.

Hi, I just stared the trial, and I am experiencing that a lot of the language strings in my language are missing (norwegian). (Half of the strings are now in english and the other half in (poor) norwegian). I have seen a few threads here where users are invited to contribute, but they are quite old and if anyone could point me in the right direction as how I can get this fixed properly that would be awesome. As things are right now I cant defend implementing a solution where it is 50/50 norwegian and english.