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Archives - Freshdesk

3991 Posts

tim_11510Apprentice

posted in Archives - Freshdesk

Incoming email - support for REPLY-TO address

My website CMS prefers to send new support forms with the FROM address linked to our domain (to avoid header spoofing), and to put the submitter's email as REPLY-TO.But the REPLY-TO seems not to be captured by Freshdesk (correct me if I am wrong) and the result is all incoming support requests look to be fro ourselves.Clearly I don't want to have to modify each new ticket to change the requester.Does / can Freshdesk make use of REPLY-TO ? As default or through some configurable option in AdminThank you

maioia37Apprentice

posted in Archives - Freshdesk

how can i merge all the same users messages automatically ?

how can i merge all the same users messages automatically ? so the agent can always see all that user old+new messages thanks ..

singh.aniApprentice

posted in Archives - Freshdesk

Why do I need two login ID's for FreshDesk

I am being told that I need two different login ID's - One to access our Freshdesk account (mycompany.freshdesk.com) and separate one to access support.freshdesk.com. Really? Or I am getting it wrong? Regards, Animesh

jbradleyApprentice

posted in Archives - Freshdesk

Spam Email Notifications

I am new to freshdesk and have setup mostly everything. I have my company support email forwarded to my freshdesk email and have agent notifications turned on but whenever a ticket is submitted and me or another agent gets an email its goes straight to spam and I have added an spf record, whitelisted the email address through gfi, added to safe sender, and I have run into a brick wall. My company email is through exchange server so can someone please help.

nidhijApprentice

posted in Archives - Freshdesk

How to add ticket list to customer portal home?

Hi I a trying to add the list of tickets on the home page of customer portal. But {% snippet ticket_list %} is not working. Can you please assist.Thanks Nidhi Jain

fredbhApprentice

posted in Archives - Freshdesk

Freshdesk doesnt send closed ticket notification to client

Hello! I´m testing Freshdesk and after configuring the email notifications, my clients arent receiving the ticket closed notification email. It´s setted as ON on Email Notification configs but even when I set a ticket closed, the emails arent sent. What could it be? Thanks. Bye.

javaoneiutApprentice

posted in Archives - Freshdesk

Change email in QueryString using INIT

I am working in a project which have a current implementation of FreshDesk freshWidget Link using this code FreshWidget.init("",{"queryString": "&amp;widgetType=popup&amp;helpdesk_ticket[requester]=chiperortizc@hotmail.com&amp;disable[requester]=true&amp;helpdesk_ticket[name]=Cristian Daniel Ortiz Cuellar - Copito&amp;disable[name]=true&amp;helpdesk_ticket[product]=1000005493&amp;disable[product_id]=true&amp;formTitle=Soporte+empresa&am

brian_12682Apprentice

posted in Archives - Freshdesk

Freshdesk API not working with chunked Transfer-Encoding

When I attempt to upload an attachment to Freshdesk with chunked Transfer-Encoding, the request fails. It appears that you are running an outdated version of the nginx proxy that does not support chunked Transfer-Encoding (http://serverfault.com/questions/164220/is-there-a-way-to-avoid-nginx-411-content-length-required-errors).Request:curl -u user@company.com:password --header "Transfer-Encoding: chunked" -F "helpdesk_note[attachments][][resource]=@/path/to/file.jpg" -F "helpdesk_note[body]=Note content" -F "helpdesk_note[private]=false" -X POST https://domain.freshdesk.com/helpdesk/tickets/[id]/conversations/note.jsonResponse:<html><head><title>411 Length Required</title></head><body bgcolor="white"><center><h1>411 Length Required</h1></center><hr><center>nginx/1.2.9</center></body></h

mfagalaApprentice

posted in Archives - Freshdesk

FreshDesk on OSX 10.10.2 Issues in Safari

Since upgrading to OSX 10.10.2 FreshDesk no longer works in Safari. I tried Private Browsing mode and still no luck. Any suggestions?

jhunterwuContributor

posted in Archives - Freshdesk

Notify Some Requesters on Ticket Creation

I've disabled notification to the requester when creating a ticket, but sometimes I really do want to notify the client, so what I do is just reply to the ticket, so that the requester gets the ticket in his mailbox. I've just migrated from Jitbit, where there was a check box next to the requester field in the ticket view. When checking this box, the requester would get notified. Is there a similar option in Freshdesk?

rob_11993Contributor

posted in Archives - Freshdesk

Google Two-Factor on Android

I have installed the Android app and when I try to sign in using Google using two-factor authentication it fails. The process goes like this:1. Type my help desk address and hit the G+ button.2. Type my Gmail address and password.3. Type my two-factor authentication code.At this point it thinks for a bit and then displays the two-factor dialog again. Only now, the Verify button no longer works. This happens on both my tablet and phone.

colin.wilkinsonApprentice

posted in Archives - Freshdesk

Bug when typing out URLs in tickets

Small bug, but has caught users out on quite a few occasions: When typing a URL in a ticket, if you add a space to the end of the URL and then hit return, it adds %20 (Space encoding reference) onto the end of the URL, resulting in a broken link. If you type something after the space on the same line, there is no error. Example: No space before return: https://www.google.co.uk Space before return: https://www.google.co.uk Space and other text after the URL: https://www.google.co.uk test Thanks, Colin

info_11856Apprentice

posted in Archives - Freshdesk

Hi,how can I add more SLA options.Best regards

jbredenhofContributor

posted in Archives - Freshdesk

Insert Image button doesn't work in Internet Explorer (IE)

Insert Image button doesn't work in Internet Explorer (IE)... upload appears to happen, but page reports "Error occurred while uploading". • Chrome works OK. • I tested with IE 8 and 10 and both failed. Unfortunately, most of my customers have strict IT departments that mandate IE, so suggesting an alternative browser isn't a viable solution. Side-note that might or might not be related to this issue: with Chrome, when it goes to the "Insert Image" dialog, you click once on the "Select a file to upload" link, and it goes to the file browser. With IE, you have to click on the link twice to get to the file browser dialog... and then it ultimately fails.

purplelaptopApprentice

posted in Archives - Freshdesk

Saving Emails In Categories

Is it possible to save email tickets and if so, can we save them to specific folders? This is a feature I'd definitely need. If User A keeps emailing and over, I can pull up User A folder and see previous tickets.

j.fergerApprentice

posted in Automations and Workflows

auto-response in ticket-progress

Hallo,is it possible to show the auto-response-emails in the ticket progress?Thank you!

avinokurovApprentice

posted in Archives - Freshdesk

When an unlogged visitor leaves a feedback to a topic, it changes the topic modification date

Hello,Please take a look at the attached screenshot made in our FreshDesk Support Portal.When an unlogged visitor clicks on Yes or No below an article, it changes the article modification date, while this date must be changed only in case its content is modified by the author/administrator.Please fix this bug.Thank you.

uhernandezApprentice

posted in Archives - Freshdesk

no sent it notification to customer when his email request is forwarded

We have an email account, "helpdesk@mycompany.com", where we receive the requests from our customers. From this account we forward (manually for the moment) the email from our customers to the freshdesk account to create the ticket. The "helpdesk@mycompany.com" was stablished as an agent and occasional agent too. However the ticket is created with the "helpdesk" account as a "applicant" and it sends the notification of the ticket to the helpdesk email account, and not to our customer's email. I've read some posts with this same issue and I've followed the solutions, but still continues with this malfunction, if you could help me with this subject i would really appreciate it. Regards.

brunnerApprentice

posted in Archives - Freshdesk

Send customer Survey only when the ticket is really closed

HiWe are testing Freshdesk at the moment. I want that the customer only get the survey, when the ticket is really closed and not already when the agent is resolving the ticket.When the agent reply to the customer, that status can go to "resolved", but then I want to wait 48h before the survey is sent and the ticket becomes "closed". The reason is, that the customer should have the chance to reopen the ticket. Only when the customer is closing the ticket, or the ticket is closed because of the 48h limit the survey should be sent.How can I configure this?RegardsMichael

edApprentice

posted in Archives - Freshdesk

Email commands act as separate action (i.e. can't resolve in first contact)

Hi,If you send an email to the customer, with email commands to mark it as resolved, it isn't counted as a "resolved first time" - the activity view shows two entries, one responding, and one resolving it. This means the agent stats aren't accurate.Any chance of fixing this, or allowing retrospective editing?Thanks,Ed

marioContributor

posted in Archives - Freshdesk

Small field update messes up with rules

If I have a dropdown with Option Blue, Red and Green; and if I have a rule that says that anyone that selects Green will have the ticket assigned to group X; if I change the name of the option "Green" to "Lime Green", the rule will change the Green value to the default one (which is the first - Blue). Therefore I have to correct all rules that envolves Green.

tkApprentice

posted in Archives - Freshdesk

Auto updated CC email addreses?

Could you please help me with below problem with CC email addreses?For example:1. I just receive a new email (message no 1) to our support address and also CC for few customer addresses.2. I reply to this ticket (message no 2)3. Customer while replying (message no 3) added few more email addresses in CC4. So, if I want to reply to customer - there is only email addresses from CC of message no 1. I would like to have auto updated and see email addresses in CC from last message.Could you please advise if it is possible?

marioContributor

posted in Archives - Freshdesk

Pagination with errors

When I go to "Tickets" the default Sorting is Due by Time. I find that I have recent tickets FIRST. If there is a second page, and if I click on that page, the Due by Time sorting inverts so that in this page I see the First tickets at the end. If I go back to page 1, it behaves like expected, so no problem here. This is very annoying.

sfieldsContributor

posted in Archives - Freshdesk

Import Google chat transcripts as New Tickets

I thought when I was first checking out the service that it mentioned a feature that allowed for Google chat transcripts saved in your Gmail account could be imported to Freshdesk as new tickets. Yet now when I search through the tour pages I can't find where it said that.Is that capability a current feature? Or is it planned to roll out with the Google Chat integration in a month or two?Thanks!

hmayfieldApprentice

posted in Archives - Freshdesk

Self Service Solutions by Customers

If we use the multiple products functionality to separate our customers is it possible to select a Top Level Solutions category and then add additional content that is unique only to this customer? For example I want all customers (and potentially agents associated with the customer) I select to have access to training docs A, B, C, D through self service but for this customer I want them to also have E, F, & G.

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