Using Freshdesk

Do backend apps in v1 work for anyone? This is the second time where I've created a backend application which works well while local testing. However, when packed and sent to the development portal, it no longer works.  This time, the "onTicketUpdate" callback is not working - when a status is changed the application does not get triggered. Just wondering if this is happening for anyone else.

I am developing an application that will require some sort of user validation.  I am hoping to let Freshdesk handle all of the creation of the user account, and especially the activation email.  That way I don't have to reinvent all of that business code. So to use my software, I'd like to have them go to support.mycompany.com and create an account. From there, my question is, using the Freshdesk API, is there a way that my application can, with only the user email, check my Freshdesk customer db to see if the user exists and has been validated ? Or better, for security reasons, can I get a JSON with the user info that he entered into Freshdesk, so I can check against some locally stored or entered password ? Although I haven't tried anything yet, it seems like this may be possible, but may also require an {ID} field which I am not sure how it would be known to my application. Any ideas, links, etc are welcome. I don't want to dive too deeply into this until I know that it can  w

We have a verified user who clicked on the Forgot Password link. He never received an email yet he was automatically logged into Freshdesk. This cannot be expected behavior since he doesn't know what his password is. 

According to the documentation the next page URL is contained in the link header. This is my URL:  https://xxxxxxxx.freshdesk.com/api/v2/tickets?per_page=30 I have 193 tickets in my test system.  I'm using the following to display the headers: console.log(jqXHR.getAllResponseHeaders()); And the output is: x-ratelimit-total: 1000 x-freshdesk-api-version: latest=v2; requested=v2 x-ratelimit-used-currentrequest: 1 x-ratelimit-remaining: 806 x-request-id: 8021a9f95eb773789c26c8331f71da97 pragma: no-cache content-type: application/json; charset=utf-8 cache-control: must-revalidate, no-cache, no-store, private, max-age=0 expires: Wed, 13 Oct 2010 00:00:00 UTC Where is the link reference? Thanks.

We seem to be having problems merging tickets that seems to differ depending on which browser/version you are using.  For instance Firefox 56 for mac seems to be ok, while Firefox 49 or the latest Google Chrome for mac is not.  When you click merge tickets, its just hanging as you can see in the attached screenshot.

I'm using the API to create a summary of the ticket information.  Currently the .../tickets API returns a lot of data as it includes the descriptions in html and plain format.  Is it possible to specify the fields you want to use in the results? Thanks.

We frequently modify notes via the API.(https://developer.freshdesk.com/api/#update_conversation) This is much appreciated feature. However, we've discovered that each time this occurs on a Private note it inadvertently transforms into a Public note. Is this a known issue?

I'm looking for suggestions on what might be the best way to handle a ticket that is a "work in progress".The simplest solution would be to create a new status called "Work in Progress" but that is kind of the same thing as Open.I have tickets where the customer gives me some information for a project that is underway. The ticket itself does not require any additional work or response but the issue is not completely resolved yet because there is work on-going.Should I use Pending? Or create a new field and keep the status as Open?When I look at the Views I see there is not any way to show all the Open tickets but minus the tickets that are in this non-active mode.Any suggestions are appreciated.Thanks.J

Dear sir/ Madam After I found out that a strange adress logged in or tryed to on sunday morning . I opened immediately the link to freeze my account . I received the message " oops" . I could even well not login to my account because the 2FA code was giving "error wrong code " second attempt and again error . I had to wait 20 minutes and so a few times . After I made a ticket for support I 've been advised to sync the google authenticator .for the time changing that night . Now my account is locked and for the following up of my tickets I received this message ? Support portal has been blocked. Due to high volume of page requests, we have blocked your IP address. Questions? Contact support@freshdesk.com Could you please help me to get my account back . There are several balances I can't reach .Ticket ID - 502027 Hope you answer me soon Kind regards Albrecht Hanekroot Account dekleinepost@gmail.com

I have created a scenario that assigns the agent to "Event Performing Agent" however when I execute it nothing changes. Scenario definition: Ticket before executing scenario Ticket after taking action looks the same as above even though the actions performed states that is was changed.  Setting other fields, like type and group works fine.   Please advise. Thanks.

I'm running on Windows and when I use the api example to update a ticket I get an invalid_json message. My command is as follows: curl -v -u xxx:yyy -H "Content-Type: application/json" -X PUT -d '{ "priority":2, "status":3 }' https://demosolutions.freshdesk.com/api/v2/tickets/154 The url needs to be in double quotes otherwise I get an error stating that https is not supported. The output from the curl command is as follows: * Rebuilt URL to: priority:2,/* Could not resolve host: priority* Closing connection 0curl: (6) Could not resolve host: priority* Rebuilt URL to: status:3/* Could not resolve host: status* Closing connection 1curl: (6) Could not resolve host: statuscurl: (3) [globbing] unmatched close brace/bracket in column 1* Trying 52.72.32.65... * TCP_NODELAY set* Connected to demosolutions.freshdesk.com (52.72.32.65) port 443 (#2)* ALPN, offering h2* ALPN, offering http/1.1* Cipher selection: ALL:!EXPORT:!EXPORT40:!EXPORT56:!aNULL:!LOW:!RC4:@STRENGTH* successfully set

My company has several portals (based on our various products). Over the last two months, we've started noticing that when an Agent submits a ticket on behalf of a customer who has phoned in, an incorrect ticket portal URL (from one of out other portals) is submitted into the ticket. I've verified that our Agents are logged into the correct portal URL before entering the ticket.  Ideas?

I would like to be able to see a list of all tickets that haven't been responded to. Is there a way to filter the tickets to display those?Thanks!

Dear Freshdesk Team, I'm having trouble getting verification emails for my Agents to enter to the account. To be honest, there isn't any emails going out. Like if a customer created a tickets, he doesn't get an email. I need help

Hi, when I want to perform bulk action and reassign multiple tickets to a group, the bulk actions pop-up window just freezes (there is a loading symbol but nothing happens - even when I try to reassign a small amount of like 2 or 3 tickets). Other types of bulk actions, such as reassigning tickets to a specific agent, work just fine. Can you please fix this? Thanks, Kristýna

Is there a api to get the url of the user's avatar picture??

Hi, I am new to Freshdesk. Trying to set up an auto forwarding rule. I use G Suites. How do I forward only the emails sent to my alias (info@mycompany.com), and not the emails sent to my actual email address? (eg. myname@mycompany.com)? Thank you. Anthony

Email Notifications not working from Freshdesk - opened March 21st, 2013 ^^^ Someone must have accidentally closed this ticket, and it's no longer accepting replies. To recap the problem: The "Can see all tickets from this company" feature should obviously send that person email notifications of activity on those tickets. Can you please fix that? To recap Freshdesk's constructive responses over the last 4 years: 1) Anna - January 29th, 2014: you're absolutely right. Let me pass these to my Product Manager and see if we can tweak the existing model a little bit to suit your requirements. I will definitely keep you posted on the updates. 2) Anna - October 14th, 2014: I will definitely try to push this further up on our roadmap. 3) Harish - May 1st, 2017: Regarding problems with Dispatch'r rules as a short-term workaround... you can edit the CC notification template. This can be done under Admin-->Email Notifications-->CC Notifications 4) Then November 5th, 2017: On Sun

Our support emails are forwarded from gmail/gsuite, as per Freshdesk's instructions. However, the tickets and replies are delayed showing up in Freshdesk. I see the emails come from gmail at the same time they are forwarded to Freshdesk's system, and they can take as long as an hour to show up. This is a known issue (I was told) over a month ago. This is unacceptable that you are causing that much of a delay in my team being able to handle our support tickets. When is this getting properly resolved?

https://developers.freshdesk.com/api/#filtered_search ^^ This is a great sign and big advancement for simplifying interaction with the API. We look forward to the inclusion of more fields. Keep it up!

Hi,I made a request like "curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET http://domain.freshdesk.com/helpdesk/tickets/1.json".How can I get the note from, the note to, the note cc and the note bcc ? When I say "note" I mean the customer response. ("note" part in JSON)Thanks :)

I create some tickets with myself as the requester. When the time goes by for a response and the status is "Response Due," I reply in the ticket, but the status does not change and still says "Response Due." Is this a bug? This only happens in tickets that I create with myself as the requester.  See attached files.

How do I reset the ticket numbers in my account? Created a bunch of test tickets while confirming email was working. Thanks!

Hi There, We are developing an integration with our crm and we would like the application on the page page to appear as a tab in the information section of the requester, but for the contact page we would like it to be displayed in another way, how could we make this difference within the files template.html and in app.js? Thanks in advance

I've gotmy OAuth token in place(.frsh/localstore) and when I try to make my request the <%= access_token %> variable in the headers are recognised.  Here is my code gist along with the error details. https://gist.github.com/PritiKumr/7e725388bf613f4e5fa98106ac419a77 Looks like this issue is similar to an issue raised a while back.  https://support.freshdesk.com/support/discussions/topics/316814 Thanks, Preethi