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Using Freshdesk

CX and Customer Support

4886 Posts
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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

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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

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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.

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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. 

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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

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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?

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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.

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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'."

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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.

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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

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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.

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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:

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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?

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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 

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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?

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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?

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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.

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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. 

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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?

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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?

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marianiApprentice
posted in FreshThemes Gallery
Agriness

Relacionamento Agriness

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mateuszkiezelApprentice
posted in Archives - Freshdesk
Same email address for multiple contacts

Hi All,I have been trying to create contact list for multiple locations (same company), however I am unable to add a contact if email address has been already taken.  I have 5 different locations with 4-5 individuals allocated to them and one person (X) who needs to be allocated to all locations. After adding the first location I am unable to allocate X to other locations.Is there anyway way around it please?Thank you for your help!

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lesley.browneApprentice
posted in API and Webhooks
Import from Zendesk

Do I need to use an API to import ticket history?

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catherineApprentice
posted in Archives - Freshdesk
Freshdesk ticket details on Salesforce Lightning version.

Hi all,I have recently integrated Freshdesk with salesforce - although on both the contact and account page i can see the tickets, it does not allow me to see the the ticket details in lightning version (only in Classic). I believe Freshdesk was working on this - any chance I can get an ETA for when this will be available in classic?thanks,Cat

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chris_13145Apprentice
posted in Archives - Freshdesk
Ive just got 160 pages of spam tickets in about an hour...

Please can you advise how I can quickly delete them all - rather than stepping through all the pages (news ones are being created faster than I can delete the old ones) and also how I can better set up fresh desk so that it doesn't happen again?All the spam messages are in some russian type font/character set but the email changes every time.

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