Using Freshdesk

Good morning!Is there an option to make queries for tickets/contact search via client instance.So I for example want to find all clients with phone number 555555555?Or all ticket for some user, so all ticket for user with id 123?I know there is API that I can call from outside of an app, but it will be so cool to do it via client instance.Thanks!

Hello Freshdesk developers team,I want to search tickets through phone number and since freshdesk doesn't keep any validation while signup to phone number save, I have clients entering number with coutry code, without country code, hypenated number, space involved in number,etc.Request you to help me out to resolve it

When I click on the the Re-authorise button in Freshdesk, it takes me to Facebook where I get a "Platform Access Disabled: Access temporarily disabled due to changes to the Facebook Platform"

I've learned that FD is planning a UI update that will be removing support for all Custom Apps.  Apps (some? All?) from the market place will still be available, but custom ones will no longer be possible after the update.The update will be coming in a few months, so this is a head's up for anyone (like us) that uses custom apps for integration into the other systems you may be using.

Hi,I was wondering if there was a way to grab the attachments in a note via the API? I understand you can grab the attachments from a ticket, but it does not seem that you are able to grab them from individual conversations (I'm specifically concerned with "notes"). Thanks.

Adding google calendar event from freshdesk, start time and end time dropdown contents are blank. So i can't select any time. Before it worked very well.I use chrome 65.0.3325.181 (Official Build) (64-bit) .Please help

How do we prevent a bounce back loop when automatically sending email notifications? A user emails us or submits a ticket. An automated response is sent to the users email address. Their mail server does not recognize the email address for whatever reason and bounces it back. When the bounced message comes in the system apparently thinks its a new ticket submission and an automated response is sent again. Bounces again. And so on. This actually happened to us and we ended up with 1400 bounced emails in our ticket queue. 

HiWe're currently on Zendesk, however, while the agents seem somewhat okay with it, us tech guys are having major issues with it, which is why I'm looking for an alternative.Our web app is handling user projects and whenever a project is created, a corresponding ticket on Zendesk is created to funnel the communication through.The problems begin whenever a user creates a project using an email address which had previously been used on Zendesk. Shared user emails are not allowed and cause the ticket creation to fail, human intervention becomes necessary.Is it possible to handle this situation more gracefully on Freshdesk?Thanks for your help!

HiWe have edited the ticket fields to match our requirements when customers submit a new ticket via the support portal. When first clicking n "New Support Ticket" all looks fine. The fields Name, Email, Subject and Description appear as expected (see first screenshot).However, when entering the details something weird happens. Once I enter an email, a new field appears, asking to enter your name (see second screenshot). Which is unexpected, and confusing, as you already entered your name in the first field.I also attached a third screenshot with the settings in the Freshdesk Admin panel.As a side note, I'm not sure why in the field Email, "Email" appears in grey within the textbox again, while in the other fields the textbox is empty. Do you know why this happens?ThanksJacov

Currently it requires a minimum of 4 characters to autocomplete. I would like this reduced. It also seems slow. If this is an intentional delay, please remove it. If it is a performance issue please investigate. I would also request that it search for any part of a requesters name. It currently only seems to allow an exact left-match, ie if I search for "beth" it will not show "elizabeth". Related, if I search for her email address "esmith@company.com" by typing "esmith" it will not find her. This should also be remedied if possible.

Hello all,As the title states by itself, I want to create an article for the user with a link opening a network drive.If possible in windows explorer or at least in the web borwser.Unfortunately it doesn't seem to work at all.Either the link cannot be clicked or open freshdesk in a new tab or a page cannot be found.I tried to change the html code but it still doesn't work.Here is what I tried :<p style=""> <br></p> <p style=""> <br></p> <p style=""><a href="file://m4frfs2/Pole_Clients/200-%20Projets%20et%20chantiers%20clients/UNICANCER/40-DEVTS_CHANTIERS/Performances/" rel="noreferrer noopener">click</a></p>But as soon as I save the modification, the href is removed...Is there anybody to help me on this ?Thank you !Marc

I need to routinely find and delete inactive contacts via the API.Finding inactive contacts is easy, but it's impossible to tell which contacts aren't deleted yet. The list of inactive contacts you get back from the API includes every deleted inactive contact on the system.Not exposing the deleted attribute seems like a major oversight to me. If I can't purge them, I should be able to filter out deleted objects. If I could add "deleted:false" to the API request query parameters, that would work nicely.Right now every list of inactive contacts I get from the API contains both current and legacy data, and there doesn't seem to be a way for me to filter it?

This is a Freshplug. Perhaps someone has a use for it. One of our teams requested that the ticket subject is automatically modified to include the value of a ticket field called 'Project Number'. In this way it is easier for them and for customers to keep track of projects and also makes searching for projects ( including using the Freshdesk search tool ) more efficient. For this to work, you must first create a 'Number' type custom ticket field named 'Project Number' by navigating to Admin > Ticket Fields. This can be either an independent, top-level field or a a field under some hierarchical menu ( in our case it is under a specific ticket 'Type' ). The freshplug works by checking the value of that 'Project Number' field, in the ticket page, when the sidebar has loaded and when the ticket fields are updated. It starts by assembling the 'proper' subject ( ie remove all semblances of a project number from the current subject and then prepend the project number, in the form 'PR

I would like to automate some tasks when something happens in a custom app. For example, when Jira Issue is added, allow an Observer or Supervisor rule to be triggered based on a custom app action:Action type could be Custom App and some sort of metadata passed in that can parsed.

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)"