Using Freshdesk

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?

Hi team,  I am a javascript developer and I found some issues with your script 1. It is loading synchronously where script tag is placed directly. Because of this the page will show as loading until the chat script is loaded. This can be a problem on slow connections in India. Instead script should be loaded asynchronously. https://stackoverflow.com/questions/7718935/load-scripts-asynchronously 2. There are too many API calls. Since all these are occuring on initialization, they can be clubbed into a single initialization api to make things faster.

    foreach($orderItems as $orderItem){ $orderItemsAsString .= "<p>" .$orderItem->get_name(). " " . $orderItem->get_quantity() . " <a>". $orderItem->get_meta('pa_url', true) . "</a></p>"; } $orderItemsAsString .= "<p> via " . $paymentMethod. "</p>"; $orderItemsAsString .= "<p> Total {$order->get_total()}</p>"; // Freshdesk ticket creation $fd_domain = ""; $token = ""; $password = ""; $data = array( "helpdesk_ticket" => array( "description" => $orderItemsAsString, "subject" => "PopUSocial New Customer Order (#{$order_id}) ", "email" => $order->get_billing_email(), "priority" => 1, "status" => 2 ) ); // $json_body = json_encode($data, JSON_FORCE_OBJECT | JSON_PRETTY_PRINT); $json_body

I'm trying to connect to the Freshdesk API from asp.net but I'm getting the following error: Authentication failed because the remote party has closed the transport stream. The code I am using is as follows.  Any help is greatly appreciated!

This plug allows you to convert a ticket into a Trello card just clicking on the Freshplug link, if you select some text the selected text is added into the card description along with some ticket detailsThe card creation:

I have a wiki and would like to be able to import in into Freshdesk solutions.  Does anyone have any experience in doing this?

Hi all,is it possible to integrate Freshdesk with a IM software, like whatsapp?tks,marco.

We are still having this issue, using version 3.8.4 of the mobile app.We tried 4 or 5 different smartphones, and the problem is present in every of them.The issue is with the priority color of the tickets.In the list view, a thin color bar appears before every ticket, and the color changes depending on the priority of the ticket. However, when we enter to view the details of a ticket, the color shown is always the same (green, low priority), with any ticket, even those with medium or high prority.I've attached a couple of screenshots to show the problem.Anyone else noticed this?

Hello, my problem is that several unwanted tickets were generated, my ID counter was going through number 118 and with the unwanted tickets I got up to 150. Eliminate all tickets from 119 to 150, also delete them from the trash and try to change the id from administration, help services. I put it to return to 119 I can save, it tells me that if the changes were made but when I re-enter again the 150 appears as the next ticket. How can I do to reset this and change it to the ticket number I need? thanks for your support

We had a situation where a customer replied to a ticket for a user that was on maternity leave.  Normally we set watchers but this was a very old ticket the customer replied to so we didn't realize the ticket had been updated.Is there a way to send an email if a ticket has had a response from a customer but we haven't replied in a certain number of days?We are looking for ways to avoid old tickets being reopened through a customer response and not being noticed if the user is away for a long period.Thanks!

Hello,Here´s the scenarioCustomer doenst reply the tkt that is "awaiting for..." after 48 hrs ( for example) so I send him a email asking for response, after 48 hrs I send him an email asking for info, if no response again after 48hrs  I send another email, if no response 48hrs after the 2nd email sent I send him a email telling the tkt is closedIs this possible to automate ?I know that I can do it with only one parameter, for example after 48hr with no response, send a email and close the tkt, but I whant to send more then one email before closingThanks

Hi All,I'm trying to migrate one of our subscriptions from Zendesk to Freshdesk to resolve a requirements around ticket time management. We have enabled a new API for the migration and attempted to connect from the Freshdesk platform which is successful. Unfortunately, despite best efforts the sync will not work and i'm prompted with Access Denied each time i attempt to import our existing Zendesk tickets into Freshdesk.I am unable to get any support from Zendesk directly here and would appreciate some assistance if anyone can help.We have a Support Essentials license on Zendesk currently which appears to have access to the API and have also recreated new API keys for testing.Thanks in advanceRussell

We experience a problem with the filter view: 1) Open the ticket overview list. Everything works fine, we can use the filter (Due at.... Today, Tomorrow, ...) without problem 2) The agent opens and edits  ticket and returns to to the ticket overview 3) The filter (Due at... Today, Tomorrow...) doesnt work anymore.  We need to reload the page completely. After this, the filters are working correctly again. Is there any workaround to resolve this? Thanks

Below is the message I get from the server.js on making an API request using the request node module. Error while executing App server script! - Cannot find module './developer/node_modules/request'

we are having issues as of last night where agents are not receiving email notifications.  customers are also not receiving updates to tickets.

After entering the details in the pop-up, I click on insert and nothing happens. This happens in Chrome but works in FireFox. We are mainly working with Chrome. Any ideas?

Hi, I have read multiple article about the ability of Freshdesk for Multiple Language and I didn't found the good answer. Our company Work in German and in French. We set up the portal as primary language German and set up a secondary language for French. We support more than 10 Product and have Solutions in French and German for those Product. We have only one Email Adress for the support. Hoi did you work to have a support portal in multiple language we wan't work this the "Multiple Product Portal" because to use it we muss give a Email and a other support portal adresse.

Hi, customer's reply to an existing ticket somehow created a new ticket. What could be the cause? And is there a way to fix this? Thank You for answering, Kristýna Kubáčková

We have been experiencing a delay for about a week. When merging tickets, the secondary ticket will remain Open instead of Closing. When scrolled over, a popup states that it is 'closed and merged with ticket xxxx'. Also creating a new contact, it will be accepted, but not be available to link. If created again, the error is received that the email address is already used.

Hello, We have a problem with Freshdesk when we use Images but when i received the mail in Outlook and Gmail, the image is not visible Thank you Fabien URL Freshdesk :

Hi,I am trying to implement the Freshdesk widget on my site: http://www.reservesinsight.com. It doesn’t work with the Create theme by Themetrust and this seems to be connected with one-page scrolling and the way this has been implemented in the theme. Note: it work

The 3px wide colour-marker for the priority of a ticket is just very small and can hardly be seen.As the admin area doesn't provide any settings for the priority-colour-handling, we want to add a custom CSS snippet to (at least) make the colour-markers more visible.Does anybody have done sth like this already? We thought about adding  td.priority-border priority-urgent, td.priority-border priority-medium { width:20px;  }to the custome CSS section of the portal, but we dont know changes like this causes any troubles.Thanks,Sam

When I get an email from a customer, that should have been sent to our Support team, I forward the email to Support. I am set up as an occasional user. However, only some of the individuals that are originally CC'ed on the email are included on the ticket's CC area. Why aren't all customer emails retained for the support ticket?

We are implementing the livechat widget on a Single Page Application. This means Freshdesk widget loads on the application deployment once, and never gain.Because it's using sockets, us being an Single Page Application or not does not matter and it works perfectly.Now, we'd like to populate the LiveChat fields for logged in users, so users won't have to type them on opening the widget, but our app does not reload the page on when users login, so even we are populating the array FRESHCHAT_VISITORINFO, the LiveChat Widget never receives the updated information, as it has been already loaded, and, as you guys point out, FRESHCHAT_VISITORINFO should have been set before. Fair enough.My question is: Is there a way to:get LiveChat Widget to RELOAD the updated array FRESHCHAT_VISITORINFO using javascript, but AFTER the Widget has been loaded?

Hi, we have discovered a problem with FreshDesk tickets - when a client replies to a ticket twice in a row (for example, we need him to send us two documents but he can't send them at the same time), the date of the last reply stays the same as it was when the client replied for the first time. So our agents don't get notification that the ticket has been updated and we would have to check manually if the customer replied for the second time (which is not a working solution). Could You fix this?   Thanks, Kristýna