Using Freshdesk

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 

I'm not sure if this is a bug or a feature request, but users are always sent to the helpdesk homepage whenever I send them links that are only accessible by a certain company. Here's an example:I send this to a user - http://example.freshdesk.com/solution/categories/111/folders/111/articles/111-article-title (privacy settings: visible to company ABC).User is sent to login page.User clicks on Google login button.User logs in with an ABC email address through Google.After logging in the user is directed to http://example.freshdesk.com instead of http://example.freshdesk.com/solution/categories/111/folders/111/articles/111-article-title.Is that how it's supposed to work?

Create users through the API by sending username and password.Activation free and not send mail, just create it and  doing all this with admin

HelloWe have huge problems, we started noticing that e-mails forwarded to the designated Freshdesk delivery address are LOST sometimes.We have verified that all the lost e-mails are 100% delivered to Freshdesk, but the ticket was NOT created.E-mail data of a case:Message-ID: <5aa5492a.196b1c0a.e75b8.44b1@mx.google.com> Date: Sun, 11 Mar 2018 08:20:10 -0700 (PDT)From: bizxpertapp@gmail.com To: bizxpertappcominfo@bizxpert.freshdesk.com Message size: 27 KB From IP: 209.85.128.169 To IP: 34.233.206.205 Status: Message sent to mxa.freshdesk.com at 34.233.206.205 ... and the ticket is nowhere!Please tell us what happened.

Hello, the following is the hyperlink I generate via Ruby and the output looks something like this: https://evisit.freshdesk.com/login/sso?&email=1@1.com&name=Herb Meehan&timestamp=1480974001&hash=f454f15e13bb8f6aee7ba329e60b9c08 No matter what, I was always getting a Invalid time entry and I'm taken to this url: https://evisit.freshdesk.com/login/normal Here's a little bit of the Ruby code I have in place: Does anything stand out as bad? def time_in_utc Time.now.getutc.to_i.to_s end def url_params "#{full_name}#{ENV['FRESHDESK_SECRET_KEY']}#{email}#{time_in_utc}" end def gen_hash_from_params_hash digest = OpenSSL::Digest.new('MD5') OpenSSL::HMAC.hexdigest(digest,ENV["FRESHDESK_SECRET_KEY"],url_params) end def get_link "https://evisit.freshdesk.com/login/sso?&email=#{email}&name=#{full_name}&timestamp=#{time_in_utc}&hash=#{gen_hash_from_params_hash}" end

I am trying to get list of ticket using following APIhttps://mycompany.freshdesk.com/helpdesk/tickets/view/101844?format=xml&per_page=100&page=0&include=compnay_namebut this list returned by this doesn't include company name. I need to get the company name to which ticket is associated.

In portal customisation, in ticket details page using liquid code able to get only few ticket details but some of the information are not available. Working:          {{ticket.created_on}}  Not Working:          {{ticket.resolved_on}} Need to way to print or get, what are the available properties for the ticket details page. https://support.freshdesk.com/support/solutions/71599 doesn't provide details about ticket properties.

Our support site is https://axiong5.freshdesk.com. When we try to sign in as agents, we always get the error indicated above Unable to load page. We encountered an unexpected problem (check your network connection).

We've noticed that sometimes an answer to a customer or a note is recorded twice. The duplicate answer or note is exactly the same with the same time. In theory I might have double clicked on the send button, but that seems unlikely. I am using Mint (with a Firefox browser). Any suggestions what causes this, or do others have the same problem 

I am using the Mint version of FreshDesk. We sometimes get duplicate tickets created when a customer replies using a different email address (or using an alias). I then first merge the customers, but find the ticket merge functionality useless. When merging the two customers, I now got the error "The adapter rejected the commit because it was invalid" ad well as a message that the merge was completed. I realise what the message means (that a commit to the database could not be made). But that probably means something is incorrect. I have not seen this error before. So how can I find out what went wrong and where we need to correct something?

We've setup SSO with azure following the steps online, however when trying to login we receive  Login was unsuccessful! - Validation Failed : Invalid Signature on SAML Response Is anyone else experiencing this issue or able to shed some light on troubleshooting? thanks 

Hi, I work for Microsoft on the Azure Active Directory team, and am interested in hearing from anyone who would like to see automating user account provisioning supported from Azure Active Directory to Freshdesk. Azure Active Directory supports a number of different connectors that automate provisioning and de-provisioning of user accounts to various SaaS applications via their Web APIs. Single sign-on is presently supported between Azure AD and Freshdesk, but there is no provisioning connector yet. We are investigating building such a connector. Interested?