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CX and Customer Support

4790 Posts
G
Apprentice
gabriel.fritschApprentice
posted in Archives - Freshdesk
Jira Plus Plugin not update status on FreshDesk

Hi,I have instaled the Jira Plus Plugin on FreshDesk, but it don't update the freshdesk ticket status on i update the status on jira.Follow in atachmment a video to show this problem.Thanks.

651
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Contributor
5 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk
Cannot scroll on iOS with Mint

We have now found that on an iPhone or iPad we cannot scroll on a page. This is the case when using several different browsers. We therefore assume customers with iOS devices cannot read our KB properly. Do others have this same issue? It works fine on Android.  

496
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Community Debut
5 years ago
C
Apprentice
cclhelpdeskprotechApprentice
posted in Archives - Freshdesk
Month placeholder for ticket templates

 I'm trying to create ticket templates for our CSR's. I was wondering if there's a placeholder that displays the current month. For example,School District <month> 2019 Remote.

150
C
Apprentice
5 years ago
A
Apprentice
abhijit.banerjeeApprentice
posted in API and Webhooks
Issue of search contact if contact is with '+'

If we update any contact on freshdesk  with prefix '+', the search API is not working.Suppose,We have updated a contact as '+7654367287' on Freshdesk Contact Edit option.then below APIs will not work for contact search./api/v2/contacts?mobile=7654367287/api/v2/contacts?mobile=+7654367287

70
A
Apprentice
5 years ago
A
Apprentice
abhijit.banerjeeApprentice
posted in Archives - Freshdesk
Search cotact with mobile or phone number

If we edit any contact number with '+' sign on Freshdesk, we can not search this number with API.Suppose, I updated a contact number as '+916291361159' and save.Then I can not search this contact with this APIs below - https://8x8ps.freshdesk.com/api/v2/contacts?phone=+916291361159 or https://8x8ps.freshdesk.com/api/v2/contacts?phone=916291361159

220
A
Apprentice
5 years ago
V
Apprentice
vladapikeyApprentice
posted in Archives - Freshdesk
App building to marketplace

Hello, I am trying to make Freshdesk App for publishing in the marketplace,my application uses a modular assembly,npm packages and utilities such as Webpack ,eslint, babel , quite a bit of code is written in my applicationThis is a main.js file import $ from 'jquery' $(document).ready(() => { window.app.initialized().then((_client) => { // Client Object is obtained const client = _client console.log('App Initialize', client) }) }) The problem is that when I run my application in dev mode,I get quite low coverage summaryFor exampleI have this coverage summary, when my code is compiled by webpack in development modeAnd this coverage summary when my code is minified As I understand it, this is due to the npm packages I useQ. Can I use npm packages for publishing an application in the marketplace?Q. How to avoid low scores coverage summary?Q. If I will not use npm packages but I will need to connect a third-party library that also contains code with webpack, it will also

140
V
Apprentice
5 years ago
P
Apprentice
prenit.wankhedeApprentice
posted in Archives - Freshdesk
Recover Lost data created in Free trial period

I started a free trial of Estate Plan and did some portal customisation and added few observers. Now my trial period is over and I am moved back to Sprouts Plan.All the features we developed in Estate plan are not visible now and we want to get that setup back. Is there a way to get back the data? We are ready to pay and move to estate plan even if that works.

130
P
Apprentice
5 years ago
D
Apprentice
dylan.rossApprentice
posted in Archives - Freshdesk
Search function needs to update results in real time based on each keystroke

Users are not able to find the solutions unless they type in a full keyword. For example "w9" gets no results but "W9 form" does. I have added so many tags for every combination. Is there a minimum number of characters a customer must enter in search before receiving results?Everyone is used to google and other search engines that adjust results based on each keystroke. This would be a very great feature to add as is currently prohibits and frustrates customers. 

150
D
Apprentice
5 years ago
D
Contributor
dev.elsoloContributor
posted in Archives - Freshdesk
Freshdesk App building with Webpack

Hello, I am trying to make Freshdesk App for publishing in the marketplace,my application uses a modular assembly,npm packages and utilities such as Webpack ,eslint, babel , quite a bit of code is written in my application This is a main.js fileimport $ from 'jquery' $(document).ready(() => { window.app.initialized().then((_client) => { // Client Object is obtained const client = _client console.log('App Initialize', client) }) }) The problem is that when I run my application in dev mode,I get quite low coverage summaryFor exampleI have this coverage summary, when my code is compiled by webpack in development modeAnd this coverage summary when my code is minifiedAs I understand it, this is due to the npm packages I useQ. Can I use npm packages for publishing an application in the marketplace?Q. How to avoid low scores coverage summary?Q. If I will not use npm packages but I will need to connect a third-party library that also contains code with webpack, it will also l

530
D
Contributor
5 years ago
F
Apprentice
frederico.figueiredoApprentice
posted in Archives - Freshdesk
Not Receiving Tickets

All emails are received in our support account but no more tickets are created in Freshdesk. Is it a general problem or only in my account?

161
F
Apprentice
5 years ago
A
Apprentice
a.pasumanskyApprentice
posted in Archives - Freshdesk
Solutions articles edit history

Hi all, I just wanted to know, if there's any chance to access the edits history for solution articles?If not, then it might be considered as quite important feature request, as it allows to track all edits and see the agents involved. For example, if accidentally some important part has been removed, there would be a chance to roll-back the edit or at least copy the information from the older revision. Otherwise, I do not see any possibility to track the edits and undo some changes.

1201
S
Community Debut
5 years ago
F
Apprentice
fernando_19404Apprentice
posted in Archives - Freshdesk
Error including Frame in APP MOBILE

Apparently a freshdesk restriction with including that address in an iframe. "Refused to display 'https://wtcwixnet.freshdesk.com/support/login' in a frame because it set 'X-Frame-Options' to 'deny'."

170
F
Apprentice
5 years ago
A
Apprentice
afebtyApprentice
posted in Archives - Freshdesk
e-mail notification An internal error occured

I get an error when I try to set up email notification settings: The screenshot is attached. Can you solve this error.

242
O
Contributor
5 years ago
A
Apprentice
afritzApprentice
posted in Archives - Freshdesk
Russia SPAM, every Day hundreds of SPAM tickets

My ticket system is being filled by Russia Bots day by day, I can barely keep up with the deletion and think about switching ticket systems.Ув. подписчик ?Социальная выплата одобренаУв. подписчик, Добрый день! Транзакция от службы озврата была начислена а ваш счет! Для детально информации и продолженя операции перейдите по ссылке: --> google.pl?#btnI=c8px&q=swziQ8QiFko_lzMLdI&gr=f3v Личный кабинет будет закрыт в течени 24 часов. per E-Mail berichtetSpam УУв. подписчик, Добрый день! Транзакция от службы озврата была начислена а ваш счет! Для детально информации и продолженя операции перейдите по ссылке: --> google.pl?#btnI=c8px&q=swziQ8QiFko_lzMLdI&gr=f3v Личный кабинет будет закрыт в течени 24 часов. per E-Mail berichtet , vor 5 Stunden (Sa., 13 Juli 2019 um 4:13 AM) empfänger:help@hostingstation55.freshdesk.com Ув. подписчик, Добрый день! Транзакция от службы возврата была начислена на ваш счет! Для детальной информации и продолжения операции перейдите по ссылке

260
A
Apprentice
5 years ago
J
Contributor
jennifer.neherContributor
posted in API and Webhooks
SalesForce integration

Has anyone recently started having issues with the FD/SF integration? Ours was working for 2 years and then stopped. On the SF side, it just showed nothing under the tickets list. When I try to update the API key, I get the following error:Unable to connect to Freshdesk. Please check the domain URL and "credentials"I am working with FD support but they seem to be stumped so I'm hoping that someone else has run in to this issue. We are able to get the connection to work in our SF Dev environment so we do have everything entered correctly. We also attempted uninstalling and reinstalling the integration and that did not fix it.

530
J
Contributor
5 years ago
H
Apprentice
hugo_19383Apprentice
posted in Archives - Freshdesk
Checking Existing Tickets Through Customer E-Mail

Hi, I am integrating Freshdesk with a Chatbot. So far I managed to work the integration via REST API so that users are able to create a ticket through the chatbot workflow.Now I need to allow users to check the status of their opened tickets, and I tried to do this filtering tickets by the user email:https://mycompany.freshdesk.com/api/v2/tickets?email=useremail@mail.comOn Postman I get the right response, something like this:[ { "cc_emails": [], "fwd_emails": [], "reply_cc_emails": [], "ticket_cc_emails": [], "fr_escalated": false, "spam": false, "email_config_id": null, "group_id": null, "priority": 1, "requester_id": 77774536608, "responder_id": null, "source": 2, "company_id": null, "status": 2, "subject": "subject", "association_type": null, "to_emails": null, "product_id": null, "id": 45, "type": "type", "due_by": "2019-07-15T20:00:

390
H
Apprentice
5 years ago
P
Apprentice
petr.zhilitskyApprentice
posted in Archives - Freshdesk
Custom field value change

I use the following code in my custom app to change the custom field value of a ticket client.interface.trigger("setValue", {id: "cf_mamps_current", value: "true"});but when I reload page all changes are gone.Could you help me with saving changes of the field value?

490
P
Apprentice
5 years ago
R
Apprentice
ricardo.oksaApprentice
posted in Archives - Freshdesk
Updating custom tickets fields using the API

Hello,Is it possible to use the API for updating tickets fields?. We have some custom fields that need to be updated and Fresh Desk is extremely slow when you try to edit custom fields with large amount of items. Some times our browser have totally stopped to work when we have try to add a new item to a custom field. Right now we have some custom fields with more than 600 items.

2111
Keer
Community Debut
5 years ago
M
Apprentice
mliza.sahuApprentice
posted in API and Webhooks
#Issue - Gap on the top of the website while window loading

Hello there,I'm using Freshchat API for Wordpress website.Each time, while window loads, seem a gap on the top of the website due to freshchat script.Any solution?Regards,Manika 

120
M
Apprentice
5 years ago
D
Apprentice
devmgtApprentice
posted in Archives - Freshdesk
Converting to agent will delete all the secondary emails of this contact' message

What does this actually mean.  Will all the tickets that this user has be removed?

1941
A
Community Debut
5 years ago
V
Apprentice
vbleaseApprentice
posted in Archives - Freshdesk
Updating custom field choices from webhooks

Hi there,Please consider the following scenario. Customers on the horizontal row are 'Providers', customers on the vertical column are 'Consumers'.If looking at Provider Cust1, I can see this provider serves Consumers Cust4 and 5. If looking at Consumer Cust4, I can see they consume services from Providers Cust1 and 2:In an ideal world I would: Set up Cust1,2,3,4,5,6 as FreshSales Accounts. Add a custom field 'Type' that allowed choices 'Provider' and 'Consumer' to distinguish the Account customer types. Add a second custom lookup field that referenced Accounts and allowed a multi select of choices.Unfortunately a multi select lookup field is not available... :(Can anyone please suggest a workaround for achieving this relationship between Account records?

420
V
Apprentice
5 years ago
A
Apprentice
alex_15892Apprentice
posted in Archives - Freshdesk
Service Contract Tagging

What is the best way to show our support staff that a customer has a service contract? A tag seems like the best route, however, it's buried deep inside the customer data and not at the ticket level which is the general view our support staff is in.

220
A
Apprentice
5 years ago
H
Apprentice
hs.maruf77Apprentice
posted in Archives - Freshdesk
Want to hyperlink on my category

I want to hyperlink my category page directly to my other website. I mention the category below the screenshot. Is it possible to add a hyperlink which will link to my another website?http://prntscr.com/oc2jjrThank you. 

120
H
Apprentice
5 years ago
T
Contributor
t.vanlookContributor
posted in Archives - Freshdesk
Replies to forwarded email do not re-open ticket

HiI read the instructions on https://support.freshdesk.com/support/solutions/articles/236380-reply-to-a-forward-should-open-a-ticket explaining how to let a ticket re-open in case somebody replies to a forwarded email.However, this has the unwanted side effect that the ticket will also re-open when the agent himself adds an internal note. Any way around this?

971
O
Contributor
5 years ago
C
Apprentice
charles.langleyApprentice
posted in Archives - Freshdesk
Error creating a Jira ticket from new Freshdesk ticket

Have recently noticed that I can't create Jira ticket from a Freshdesk ticket. It will not let me link a Jira ticket either. I have been copying the link from the Freshdesk ticket in to the newly created Jira ticket. There is no error message but rather I constantly get the spinning wheel and an eventual timeout.This error just recently started happening. Any ideas what might be causing the issue?

330
C
Apprentice
5 years ago

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