Using Freshdesk

There used to be a red eyeball that appeared in the interface when an agent was in a ticket that another agent was also viewing. We don't see this anymore and we have run into issues with 2 agents working on the same ticket at the same time. Any chance this feature can be turned back on?Thanks, Graeme.

Email notifications have not been received for the past week, and I've confirmed that no changes have been made on our end with our whitelists. Has anything changed recently that would be blocking our email notifications? 

Hi, why is it I cannot view the customer satisfaction satisfaction survey in the link? Thank you

Hi,I am developing a supporting system based on freshdesk with JQuery, so I am calling all freshdesk APIs using ajax method, but the problem is that my email and password are hard coded in my code. How can I do to hide them ? Can we use cookies with freshdesk ? If it's the case how can I handle the CORS problem ?Thank you !

My freshdesk is set to "pt-BR" in the main language, and I do not have the option to enable multiple languages. And when I put a put in the contacts is saved with the language "en" ... And when I pass the "language" parameter: "pt-BR" in the body, I get the error: "message": "The multi_language feature is required to support language attribute in the request". I need help solving the problem.

When i post a private note it comes out public.When i post a public note it comes out public.Has anyone else had this problem, i obviously want private notes to be private!How can i fix it?Thanks.

 Hi, I need to filter tickets with the exact time from the last update (updated_at).This uri works:https://domain.freshdesk.com/api/v2/search/tickets?query=%22updated_at:%3E%272018-03-21%27%22But this return an error:https://domain.freshdesk.com/api/v2/search/tickets?query=%22updated_at:%3E%272018-03-21T10:01:01Z%27%22Error:message"Given query is invalid, expected format \"keyword:value OPERATOR keyword:'string' OPERATOR keyword:>'yyyy-mm-dd' OPERATOR keyword:<integer\". Space is mandatory between key/value pair and operator. Please check the paranthesis if there are any."I understand from this and from the docs that the search API only allow using the field "updated_at" like a date type and not like a datetime to filter tickets, I am correct?. Someone know a workaround for this?Thanks in advance!

Hi! When trying to update a ticket via the v1 Rest API:I'm getting an HTTP 500 "Internal Server Error" when my request json to update a ticket includes "subject" or "description".  Are these fields restricted from being updated through the API?  I noticed that you can indeed edit these fields from the web interface by clicking the "more..." link at the top of the ticket.

We have a unique case that is specific to the Reply icon that is visible after a reply or note has been forwarded. When clicking the Reply icon at the top right of the note, a Private Note is created and I cannot see my signature, as expected.  However, after clicking Send, the signature appends automatically.

I have tried several times to export a report but they never come through. It says "Reports will be sent to your email shortly!" and they never come through. It's now been over 48 hours since I last requested a report and none of them have come through. See screen shot

Hi, i think my account was blocked and I got this error message"Unable to load page.We encountered an unexpected problem (check your network connection)"

Hello,I am working with freshdesk API, I want to integrate it in the support section of a dashboard web app. Clients can check their tickets, and reply to them directly from their dashboard session. But when I try to do that with the admin token, i have this error:  { "code": "invalid_user", "message": "You are not authorized to perform this action on behalf of this user. id:%number%, name:%name%" }  The API clearly says that users can respond to a ticket so I think it is possible, but I really don't know how to do so.Any ideas? Thank you in advance !

What is the use of a pick up feature? how to you it and what are the uses of it. 

Hello,I want to get ticket detail by performing search by parameter email or phone or mobile. For phone/mobile, the thing i have done is, taken out all contact detail with phone/mobile number I have to search, then taking out email from it and searching out ticket through it. Is this method correct ? if not then please help.

We need to have multiple products, but I'd like to use the same e-mail address for all four of them. We're doing this because we'd like a separate portal for each product, but have one mailbox for all support issues. Is this possible?

Users report getting many multiple email notices that their ticket is closed.Reports coming from different users that after their ticket has been closed they get repeated emails that say:Subject: Ticket Closed - (subject of original ticket)Dear User,Your ticket has been closed.We hope that this ticket was resolved to your satisfaction, etc.....Has anyone seen this before or have any suggestions?

Hello,A few time ago, I was able to add some custom status on tickets. But I don't have the option "Add item" anymore on my freshdesk. However, the documentation (https://support.freshdesk.com/support/solutions/articles/37600-understanding-ticket-statuses) says it is possible on Sprout package.What is the problem ?Thank you,

Hi,Will you have a Cisco WebEx integration?

Greetings fellow users,I apologize in advance for this crazy long post but I though giving every a full picture, entertaining suggestions, would end up being a helpful read for the next person in my situation.  A sincere and humble thanks to all of you reading/posting your thoughts.The basics:I'm running a pilot project here in India with a very contained environment. FD is one tool under evaluation as part of that pilot.I'm using this as a level 1 with 3 agents, then one additional/different person as Level 2, then 3 people as level 3 one from each of my three external ISVs.  There's a real business reason Level 2 is separate from the agents getting the inbounds Here is the flow:We have a single helpdesk/call center for both sales person support and end customers.An inbound call/email will be triaged as either sales person (SEC) or end customer issue.Level 1 always open a ticket. Always. Once determining SEC or customer, the agent will use the available internal FAQs and tools to try

HiWe have experienced on 1 or 2 occasions a duplication of messages when returning tickets through the api.An example of the url we are using :https://<domain>.freshdesk.com/api/v2/search/tickets?query="created_at:>%272018-03-01%27"It occurs around the time when changes are being made, so I am sure it is a timing / read consistency issue. I am not able to reproduce the issue at will.We have a polling method which retrieves current tickets; the next time the polling mechanism runs after the error occurs the duplicate disappears. Can anyone give me any pointers as to the cause or how to eliminate it ?Graham 

Hello,Hope this is the right place.Freshdesk reports gives you option to export the activities for last 24hr.This file generate as JSON file.I build a script that download it locally. now i need to convert it from JSON to CSV automatically.Can someone help me with this one? 

Suppose that we have a company address ( helpdesk@mycompany.com ) that forwards all emails to our Freshdesk account ( support@mycompany.freshdesk.com ) AND to local user mailboxes ( userA@mycompany.com, userB@mycompany.com etc )When an email is received at helpdesk@mycompany.com a copy is delivered to support@mycompany.freshdesk.com and Freshdesk either creates a new ticket or adds it to the thread of an existing one. Another copy is delivered to userA@mycompany.com, userB@mycompany.com etcNow, suppose that I have an exchange, regarding this email, between two company users:- userA@mycompany.com is also an agent in our Freshdesk- userK@mycompany.com is NOT an agent in our FreshdeskFor example, userA@mycompany.com, using his local mail client and working on the copy he received, forwards the email to userK@mycompany.com AND adds helpdesk@mycompany.com as a CC ( never mind the reason, just go along with that )What now happens is that a copy of the forwarded email, along with the agents a

Hello,we have agents that we can not remove ( in attachment )Website : http://support.itga.fr/agentI do not find how to remove themThank you Fabien

Is this possible?Explanationsometimes people will enter a ticket under their own name because they do not want the client contacted under any circumstances until some other steps have occurred.Our system does not send any emails out to the requestor automatically however that does not stop agents grabbing the job and contacting the client which can cause issues.I have created a field called "client contact approved" with yes/no/unknownWhat I would like to do is have the system prevent any emails going to the requestor if the field is set to "NO"Is this possible by any means?If so can someone point me in the right direction?

Hi,As end-users have a pretty good handle on their own tickets, the suggested search results when you start typing on the home page should not be a list of tickets.This also goes for the search results - the 'All' bucket should not give such a high precedence to tickets.One of our end-user today took time out of their day today to highlight this issue.Best wishes,geirmund