Using Freshdesk

HiWe setup a BCC address for all ticket communications.When a customer creates a ticket, the address gets Bcc'd - so far so good.However, if the customer replies to the auto-notification email which we setup, which acknowledges that a ticket has been created, the BCC address will not be notified.This, although the reply will be shown in the helpdesk ticket interface.Is there some way to enable this? We tried enabling "Note added to ticket" in "CC Notifications", but that doesn't seem to help.ThanksJacov

I need to add new tile to our company's dashboard that shows the number of opened freshdesk tickets to signed-in manager. Searching through the forum I have found topics with old replies saying that the API required for similar problems is on your roadmap. If it has been implemented already, could you advice what API calls shall be used and how? If it is still not available, do you have any estimate when it will be done?

I am trying to call an external web service from the server.js file and then the response is passed to app.js. It gives Status Code 500 and Message as Error while executing the app server script.  When the same external web service is executed from another place it returns a proper 200 response.  I get this error message when Freshdesk App v1 is loaded using Custom App. Whereas when I test the app locally it works fine.  Please can help resolve this.

HiWe're looking to setup DKIM.However, generic values such as m1_.domainkey, s1._domainkey and s2._domainkey are extremely bad and can conflict with other stuff.Is there any way to change the prefixes to include the word freshdesk?Thank youJacov

Im trying to get the access_token, but the  <%= access_token %> seems to keep that way. Without change https://developers.freshdesk.com/docs/oauth/

Contact details page has an area named "Recent Tickets". Why not "All Tickets"?How can we get all tickets for the active contact record, without having to do a query?What does "Recent" mean exactly?

Hi, I have this code below for FreshDesk modal widget. It's working fine on firefox and chrome but the modal is not working on safari. I've attach the screenshot that was taken on chrome and safari.

Solenenwin@freshdesk.com

Last night we put our own CNAMEd domain into the "Portal URL" admin box. Previously, ticket links sent to customers (http://ourcompany.freshdesk.com/helpdesk/tickets/3889) went straight to the ticket. The new links (http://ourdomainname.com/helpdesk/tickets/3919) go to the login page rather than to the ticket. Our "Who can view tickets on portal" setting is on "Anyone with public ticket URL" but that doesn't seem to be the case.The impression I got from support was that this is expected, and that there's no way to view a ticket without logging in first unless you're using the freshdesk.com domain.Is that correct?

I have been using search through API calls toBASE_URL.search/solutions.json?search_key=via CURL in PHP.It works fine, but I'm getting results that contain published solutions as well as drafts.Is it possible to filter out drafts?Is there an additional parameter I should pass?

 Yesterday Freshdesk suddenly stopped loading properly (has been correctly working for ~2 months). Freshdesk refuses to load javascript assets now, below a screenshot of my console log. The network tab does not show any requests for the assets. OS: macOS Sierra 10.12.5 Browser: Firefox 64-bit 56.0.1

When customer replied to an existing ticket, the system creates a new ticket instead of set as a reply to the ticket. For example, if a customer sent ticket with subject "Need Help" and after he replied to the same ticket but Fresh desk creates another ticket with subject "RE: [2335] Need Help" I read the article about this issue here https://support.freshdesk.com/support/solutions/articles/226802-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading-But I didn't find any problem on our Fresh desk. Could you please help me to resolve this issue?

Since the Magento Connect is moved to Magento Marketplace, is there a direct URL to download the same? I am able to find Git Repo but not sure if its valid and upto date.

All, Is there anyway to connect MySQL workbench directly to FreshDesk via the API. The online SQL readers are rather bare-bones and I would like to access directly rather than going through someone else.

I have contacts that are manually added to a company or they were added automatically because a domain is saved with the company that recognises them as a member of that company based on their e-mail address. Problem If I remove the domain specification from this company, Freshdesk removes ALL contacts from the company, regardless of whether they were added manually or automatically. These contacts (and their tickets) are now associated with ANY company. I communicated this issue to Freshdesk and was told that this is normal. They think that this behaviour makes sense. Does that make sense to you? Example So let's say that I have a multi-national company that I start to serve individually in two countries. I already have 300 contacts in UK, but now the number of contacts are increasing in Canada. I now notice that the Canadian contacts are being associated with the UK company automatically because they all use @multi-national.com, which is saved in the UK company. I cannot al

How can I create an unassigned ticket via API? I've tried creating a ticket with the responder_id field set to null but that's returning a datatype_mismatch error. In your examples for create ticket I don't see any references to responder_id. Is this because it's something that each domain sets up individually?

Hi! I am unable to extract all tickets that were created yesterday or updated yesterday. I am using the api token . Queries that i have tried but failed are This query returns all the tickets "https://"+ domain +".freshdesk.com/helpdesk/tickets/filter/all_tickets?format=json&updated_since=2017-10-05&page=[pageno]", auth = (api_key, password)) This query returns error code 400 "https://'+ domain +'.freshdesk.com/api/v2/search/tickets?query="created_at:2017-10-05T00:00:00Z"', auth = (api_key, password)) Can anyone please help me with the correct query

Hi,  It is possible to close ticket(update state to close) via API v2 without email notification to reporter?

I try this code and it return this error '{"message":"We're sorry, but something went wrong."}'

The API I use which is "/api/v2/tickets/outbound_email", the field email_config_id is mandatory, where can I find this email_config_id. Thanks.

Hello, In app I'm using domHelper.ticket.openReply(*some text with <br> breaklines*), and it works perfectly in local testing mode. But when I tried to upload app as Custom, all breaklines just disappeared. And I don't really understand mechanism of that. Thanks for your help

Hi All,             In my case, I need to push some custom fields from ticket to the customer when the ticket is created newly.   So far I can able to create the backend app and got the all the ticket data apart from the custom fields. Also getting error like "Upload a valid Package (.zip) File", while submitting the app to  the Developer portal. 1. How can I access the custom fields of the ticket, and how do I update to customer Custom fields 2. Is there any other way to build the package. FYI.., Am using Node.Js, and Jquery.     var address = domHelper.ticket.getTicketInfo()           .helpdesk_ticket.custom_fields.address;         Thanks in advance.

Hi! When someone fills a Facebook LeadAds from my campaign, it creates a ticket in Freshdesk using Zapier Integration. My prospect then receives an Email that confirms them that they will be reachout in the next 24 hours. The thing is, this email is a template from Freshdesk and i would like to change it.Thanks!C. from jobondemand.ca 

 I can pull the status as a whole but I would like to know how many members are closing/actioning individually by agents

hi all,  Which community forums already have built-in integration with Freshdesk? Is that easy to build using the api? How much custom work is involved? Thanks, Emma