Using Freshdesk

We are using https://www.toptal.com/developers/json-formatter to test validate our strings from our logs into json strings for creating a ticket.We had a verified json string, but an error when creating the ticket.  The ticket works sending just “123”Any ideas? { "description": "<pre>***************************************************************************************************<br>QQube Synchronizer - Starting Time: 06/22/2024 12:05:28 PM - Setup Wizard<br>Application Version 10.1</pre>", "subject": "Log file from #0 Demo User Success 6/22/2024 12:05:28 PM Full", "email": "matt@clearify.com", "priority": 1, "status": 1 }

Hi, I’ve configured some whitelist domains for our customers in the Admin - Portals - Settings - Email domain restriction.Do emails coming in that don’t meet this domain criteria for auto logging a ticket get logged anywhere? I know if a ticket is dropped for a deactivated customer contact the email goes to spam view but can’t find where the ‘dropped’ emails go in the system.  ThanksAndy   

I have an API which successfully extracts all FreshService tickets and inserts them into a SQL database table.I now need an extra column which is located on requested_items. I tried to access this data with an API call for each ticket. This worked but blew out the daily maximum API calls when I tried to process thousands of tickets.api/v2/tickets/'+str(row["id"])+'/requested_itemsSo I am now trying to extract all requested_items for a time period and insert then in a SQL database table. Later, in the reporting layer, these tables can be joined to show all requested_items for a set of tickets.Can you please tell me how to code the API to extract all requested_items for a time period?Does this endpoint exist?something like : api/v2/requested_items    ??

Google Script app codefunction createTicket(e) { var API_KEY='My API '; var ENDPOINT = 'My domain'; // change to https if SSL is configured. var headers = { 'Content-type': 'application/json', 'Authorization': 'Basic ' + Utilities.base64Encode(API_KEY + ':X') }; var payload = JSON.stringify({"description":"Help needed desparately","subject":"Testing API","email":"user@test.com","priority":1,"status": 2 ,/*I did try this didn't work either*/// 'custom_field[cf_campus]':'QLD'"custom_field": { "cf_campus": "QLD" }}) var url = ENDPOINT + '/api/v2/tickets'; var options = { 'method': 'post', 'headers': headers, 'payload': payload, muteHttpExceptions: true }; // Logger.log("url: " + url); Logger.log("payload: " + options.payload); Logger.log("headers: " + options.headers); var response = UrlFetchApp.fetch(url, options); Logger.log("code: " + response.getResponseCode()); Logger.log("text: " + response.getContentText());}/* Getting this error in outputco

Hi, I am Creating tickets with API and after creating the ticket, I am seeing the ‘Created by’ as the name of the User whose API key that I used to authenticate the API request. i want to remove or hide the Created By. Is there any option to do the same?  

Hi Is it possible to customise the solution page>article. The editor allows for editing in code but doesn’t allow for changing the background of the article. For example, i want to insert an image in the background and have a table and text on top. I also want my embedded videos to pop-up when the user clicks on them rather then start playing.Any help will be appreciated. Thanks

When I reply to a customer on a ticket, I don't want it to CC my email box. Can I turn that off?

I would like to customize the fields shown in the contact details side panel when agents look at tickets. Is this possible? Here is my use case, I have all my users in the contact list and I have extra fields for them, such as what department they works in - say HR, Finance, Stores etc. and another field is what building they work in. Now I would this to be visible when I look at a ticket in the Contact details side panel - e.g. this screenshot. Some of this is visible when you press on view more info, but this is an extra step and should not be needed.Karl

I have multiple ticket forms two of which are used for Feature Requests and System Bugs.  We share a list of all of the Feature Requests and bugs with our customers and I was hoping I could just build a custom ticket view and surface that in the portal.  That way it is always up to date.  This seems like quite a basic feature for a support portal but not something that Freshdesk portal currently offers which means I am going to have to resort to a manual process of keeping an article up to date.   I appreciate that Forum topics could be used to manage the above but that doesn’t work for us as we replicate bug tickets in DevOps and used Freshdesk to manage our roadmap items.Anybody found a workaround for this? Ok, so cannot update title…. “Portal”

I’ve been working with FS support on uneven auto-assignment of tickets. An example of this is that 5 agents show as available, but the same agent was assigned to the only two tickets in the pool that were entered that day (this pool is only for classroom emergencies, so is not high volume) . This happened a couple of times.FS Support shared with me that this could be caused by the agent having a session designated as “idle” in the portal. In that case: “The agent appears active in the logs but remains inactive in the portal, which the system interprets as an idle session (Please note that this is not reflected in the logs). As a result, the agent is marked as unavailable, preventing ticket assignments to them”This means that the availability widget shows the agent as available, but they actually aren’t and there’s no way to accurately get this information. I was pretty surprised that this was intentional design.So I am looking for a way around this or a way to set up my own auto-assign

Hello Support, We have some custom HTML email templates (Built in Dreamweaver) and we want to use these formats in Freshdesk email notifications templates.This is an example of the HTML template: How can I import or insert a custom HTML template for Freshdesk notification templates? Regards,Rafael

This is getting frustrating. . . I am working on a Scheduled Workflow to send our reminder emails to the Group assigned to incident tickets that are not assigned to an agent and that are unresolved tickets and  that were created 7 days ago or older I’m getting emails fortickets that were created minutes ago some of the emails for tickets that are older than 7 days but not all we have unresolved tickets that are 70+ days old.  I’m not getting those emails.   here is the flow and the pieces.  Any help or guidance is greatly appreciated.     The execution log show that the HowOld expression was successful on older tickets but I’m not getting the emails for them. 

I have been working on a customer portal last year and everything was working fine after publishing it (the SEO was great!) One month ago I stumbled upon the analytics and saw that they dramatically decreased. The organic traffic was very small because Google was slowly taking down our solution articles (400+) and only 8 of them were still indexed.Most of the pages are in status discovered/crawled but not indexed. I checked in various threads and forums and it looks like it is because the main landing page has a wrong canonical defined. https://assistenza.zanichelli.it/support/home has this canonical declared: (https://assistenza.zanichelli.it/support/solutions). I define the canonical dynamically on the header so I don't have a way to manually specify the canonical for the main landingpage. <link rel="canonical" href="{{ meta.canonical }}">All the other article pages have a proper canonical (dynamically generated) but it looks like since the indexing of the main page fails, Goog

i am new here, welcome all contact me if any one need work help

Hello dear engineers,We are implementing a reverse proxy solution so that, upon migrating from our current FAQ to the FreshDesk hosted one, we can support the validation of all historical links and still serve new content.At first, it all worked well, but progressively we started seeing more and more “403 Forbidden” errors intermittently. This means that pages could either load, not load, or partially load.I suspect that, since now all of our traffic will be coming from a single location, it is possible we have been flagged as potential offenders by your networking strategy.Would it be possible to either confirm/infirm the above? I can provide you with our IP address to be whitelisted for this behaviour to go away.Thank you very much for any help you can provideRegardsKevin

, none of the related Topics are remotely close to my question,I am setting up Freshservice integration with on-prem Endpoint Central. When I test the connection, I only get errors. I added the IPs that Freshservice's “Support” provided, and it still fails. FYI none of the related Topics are remotely close to my question so I am just picking one.

I have a user who keeps getting this message when logging into Freshdesk.  How to suppress it?   The user *has* installed the Freshdesk plug in on his Teams. .  

Estamos recebendo diversos relatos de clientes informando que usuários com permissão para visualizar todos os tickets da empresa não estão conseguindo acessar esses tickets, que antes conseguiam. Poderiam nos ajudar a resolver essa questão, por favor?

I’m trying to create automation that displays reports on users that are offboarding.All of my lists and table end up as nearly unreadable single strings.  I’ve tried using web requests that return json and scripts in PowerShell orchestration .. the result is that the results are always printed as single strings:examples:[{"Person":"dhendricks","DeviceName":"tl2612"},{"Person":"a-dhendricks","DeviceName":"tl2612"},{"Person":"dhendricks","DeviceName":"tl-5cg235073f"}]Person DeviceName ------ ---------- dhendricks tl2612 a-dhendricks tl2612 dhendricks tl-5cg235073fNever anything nice and readable, in spite of all of PowerShell’s functions, such as:Person       DeviceName   ------       ----------   dhendricks   tl2612       a-dhendricks tl2612       dhendricks   tl-5cg235073f I think something about the orchestration app or the create note node keeps removing any newlines that I put in.Does anyone know what is happening and/or how to fix it?

Hi Freshwork community.I am setting up SSO using JWT with Freshdesk (by setting Customer Portal). I implemented successfully but when my customers login. I see their email instead of their name. It is really tough to me when I want to know who they are.I hope to receive your answer soon. Best regards,

It would be good if you had the ability to filter themes by free/premium. It was a pain to click through every theme only to find out majority of them had a cost associated. At a minimum at least provide a list of the free ones, which is only about 4 themes. 

Moose Purple is a modern-looking and maintenance-friendly theme for the Freshdesk support portal. It is based on excellent customer experience (CX) and the latest design trends. Flawless performance and easy maintenance This Freshdesk support portal template has a clean code that is easy to read, maintain, and modify for other developers. It will provide your customers with an enjoyable and hassle-free experience because it has been tested thoroughly. You may check the theme on any device and make sure its performance is flawless. Consistent colors and good contrast for super easy readingMoose Purple features a few color schemes that follow the design standards. All visual elements are consistent and make content super easy to read and scan. So the theme will leave a professional impression on your users, no matter whether they are meticulous designers or football fans. Extended opportunities for a bespoke Freshdesk support portalYou can brand and customize this Freshdesk theme yoursel

Frio theme for Freshdesk has a clean, standard support center look without additional design elements. Thus it's super easy to customize. It's possible to create a unique customer portal without having to remove and rebuild unnecessary design peculiarities. This Freshdesk theme saves you time and money. Professional-looking designFrio Green features a prominent header and a large image as a hero unit. The search bar is located in the center of the homepage, and it's easy to spot. The homepage has custom blocks with links to important support center pages. You can also change the number of blocks to meet your needs. Frio theme offers various homepage layouts that fit Freshdesk support centers with a different structure. You can see the options in the template demo. Redesigned inner pagesAll pages were redesigned to provide an excellent user experience. You can make content in the support center more attractive and easier to read with formatting components that are included in each templ

In Freshworks, you have the ability to add tags to project tasks. The problem is there is no way to display these tags on the cards in the board view. It looks like the only thing you can do with tags is apply them to a filter. Has anyone had experience with this? Can you add the Tags to the Card view? In the customize Card area Tag is not an option that we can currently see. I am new to Fresh and am scouring the knowledge base and communities to better inform myself and to implement solutions for our folks in the office. Thank you!

Hi how can I view all the tags that are in our freshdesk?