Using Freshdesk

Hi, can Freshdesk report on specifically what issues our customers are logging? Eg. I'd like to know how many feature a specific product. Of those products how many feature a specific complaint etc. I see most of the standard reporting appears to be around how well the agent handles the call, how many they handle, timing etc. I'm much more interested in determining what problems our customers are having and therefore how to resolve them, thank you.

When adding new contacts to Google Contacts, I have to wait up to an hour to see them in Freshdesk. Is there some way to have the interval shorter?I assume this is a Google set poll limitation, but is it possible to pay Google to have some kind of immediate sync or atleast 15-30 minutes?

I am trying to integrate the freshdesk chat feature into our app. I am prepopulating the visitor name via FRESHCHAT_VISITORINFO. According to the freshdesk instructions this needs to be placed just before the freshDesk chat script. Unfortunately when this is run I do not yet have the logon information - ie the users name. If I set the name on FRESHCHAT_VISITORINFO once I do have it it seems like the freshDesk script has already run without that updated name. The chat box does not pick up that change and I'm just seeing the chat from the previous session. Is there a way to update the name and force freshDesk to refresh with that name?

Group Ticket summary does not reflect actual tickets in fresh desk

I've installed the Google Analytics integration and GA is now collecting visitor data. However, I'm unable to get the keyword search terms used to find the articles on our site because they show as "not provided".  I spoke with support at Google and they told me that this is because "Search Console Data Sharing" more commonly known as Google Webmaster Tools integration is not set up.  I assume that I there would have to be a Freshdesk Integration available in order to set up webmaster tools.  Is this correct, or is there some way to get this done?  It's important to know what keyword searches are resulting in hits to our pages.  Does anyone have this capability?

 I'm having issues where as I assign a ticket to say 'Send and Set as Resolved' but once the page has finished refreshing the ticket is still 'Open'. I now don't know if the client is getting the 'Your ticket is resolved' message??

Whenever I reply to a ticket the agent name is put at the top of the reply like this.Agent Name:comment goes hereI have removed the ticket.agent.name placeholder from the email notification but it still shows up.

Hi, I used to be able to add formatting to "New support tickets", but now the toolbar at the top of the text box doesn't appear, and my messages contain no formatting (including line breaks) although html links are still clickable. I am still able to add formatting to replies to support tickets. The problem arose some time between 4th August (my last ticket with formatting) and 9th August (my first ticket with no formatting). My browser is Internet Explorer 11 (because that's all I have access to at work). Thanks

I'm trying to update elements of my support portal with CSS (specifically fonts) but am having trouble identifying specific elements, classes, etc. Has anyone done this successfully? Any suggestions,tips? I'm relatively new to CSS. 

Hi,I just want to let you know thta we're missing a lot of icons on our freshdesk. It doesn't affect the functionalities but it should be fixed anyway. I don't know if it's related to our accoutn only or if it's a general issue that's why I post it on your forum. let see if other users have the same problem.Here are few examples:

The multiple product support is great. However we have many sections which would apply to all products, but just need the product name changed. Is there a way to bring the Portal name/Product name into the solution text so we the one solution category can be used for multiple products?

Hi,I'm using api to enter and edit articles. I can create categories and folders but can not create a new Article 500 without having to return error details.Url https://XXX.freshdesk.com/solution/categories/{CATEGORYID}/folders/{FOLDERID}/articles.json body of request:{ "solution_article": { "title": "test article", "status":1, "art_type":2, "description": "test article descr", "folder_id": 1000114217 } }Can i do it?

we never seem to get any bouncebacks from invalid/closed mail accounts. They seem to disappear into a blackhole.Anything we're missing on this?

Hi.  I am editing our entire ticket cache and would like to be able to select multiple tickets and add tags to them all en masse.  Is this a current feature I just haven't figured out how to do or is it not currently supported?The bulk actions button doesn't seem to have tags as field and I can't seem to find a way to edit it.Can you help?Thank you,Samantha

Get Conversation / Note using APII'm trying to get the notes/conversations of a certain ticket using curlI found that there wasn't any documentation on this even though there was one about POSTing notes.curl -u user@yourcompany.com:test -H "Content-Type: application/json" -X POST -d '{ "helpdesk_note": { "body":"Hi Hulk, Still Angry", "private":false }}'http://domain.freshdesk.com/helpdesk/tickets/141/conversations/note.json I tried this curl -u apikey:test -H "Content-Type: application/json" -X GET http://domain.freshdesk.com/helpdesk/tickets/11/conversations/note.json which unfortunately gives me an access denied. How should I go about doing this?

We are building a custom CMS platform and have chosen to go with Freshdesk as our support system.Ultimately, we'd like users to be able to stay in our dashboard to manage their support needs.  We feel that this will reduce confusion with our users as they would only need to manage one login (the one to our CMS) and not two (an additional login for Freshdesk).Using the API, we'd like to be able to do simple tasks like show tickets for a given user (open/closed/all), create a new ticket, and reply to an existing ticket.Right now, we have our users make a "support profile" in our system before they can interact with the other features.  This records some data on our end, makes an API call to create a new contact, and attaches the user ID that comes back to their account.  This saved ID is then used to make the API calls throughout the rest of the dashboard.In our current setup, we are basically using an "API" user to make all of these requests, and we send over "requester_id" based on inf

The Font Size tool will always apply one font size larger than the one selected.This means your WYSIWYG button for Font Size is configured incorrectly with respect to which CSS it applies when a font size is selected.Steps to replicate1. Create a solution2. Enter the text "Medium"3. Select the text "Medium"4. Click the Font Size icon then click Medium5. The selected text becomes the Large font size (not the medium font size) and remains selected6. Click the Font Size icon, you can now see the font size with a "tick" next to it is LargeLooks like a dev forgot that arrays counts start at 0 not 1 :)

I'm using the API to create tickets, so is a way to classify ticket by Product when submitting a  new ticket??And why the tickets/{id}.json  does not return the ticket's Product info ?Sorry for my English . Thanks 

I am trying to do a HTTP PUT request to update a ticket.  I can not get the Agent to update while updating a ticket.  I have also tried to update the agent through the documentation's recommendation of using the 'assign.xml?responder_id=2468' but this fails too.var myURL = "companyhelpdesk.net/helpdesk/tickets/1234.xml"var msgHeaders = { "Authorization" : "Basic " + Utilities.base64Encode("123456789abcdefg") };      httpParameters = {      'method' : 'PUT',      'headers' : msgHeaders,      'contentType' : 'application/xml; charset=utf-8',      'payload' : '<helpdesk_ticket><responder-id type="integer" nil="false">2468</responder-id><priority>3</priority><status>3</status></helpdesk_ticket>'    }; The priority and status update fine but I can not get the 'Agent' / responder to update/change.  Any help is appreciated.  Thanks!

Hi all,According to the text in the following page...https://support.freshdesk.com/support/solutions/articles/37541-converting-your-support-email-into-freshdesk...forwarding an email from a known agent's email address should result in changing the requester to the original sender.Unfortunately i can't get this to work. I have tried forwarding from Microsoft Outlook 2010 (Dutch localisation) and from Gmail. Both email addresses i forwarded from are my one and only email adresses, the same as where i created the freshdesk account with and use for login.Any thoughts? Thanks in advance!Best regards,E. Louwsma

There is a bug with the "reply" functionality that's really annoying. Here's how you reproduce: Hit the "Reply" button in a Ticket Paste the following text into the cc box:"User, Test" <user@domain.com> Move the cursor out of the cc box --> You'll see the cc'd email address as two separate recipients I posted a similar bug 8 months ago (https://support.freshdesk.com/support/discussions/topics/17312/page/last#post-34648) but it still hasn't been fixed.

We want to use the Jira integration, but our on prem Jira is not exposed to the internet. If we were to expose it we would want to only allow our freshdesk instance to have access.So, what we would need is the ip addresses to whitelist on our side to allow freshdesk to access our internal Jira. Are those provided somewhere?Thanks,Tony

I found that if a user sign in with either Fb or Twitter and then submit a ticket a new user creates for him. To know ticket status and read a reply he should sign out and sign in with another just created account. It seems that Facebook and Twitter users could only post on Forums, but not have tickets. Is it true?

Looking at moving from zendesk and signed up for a trial but cant find any details on how to do this??has anybody moved from zendesk and this actually possible ?I have seen I need a backup file but it doesnt state what type of file is needed or anythingHope you can help 

I've read https://support.freshdesk.com/solution/categories/4/folders/453/articles/629-remote-authentication-in-freshdesk- We want to do single sign in using the Devise Ruby gem in Rails.  The routes are: sign in: HTTP GET to /users/sign_in sign out: HTTP DELETE to /users/sign_out When configuring single sign in on your FreshDesk Admin => Security tab, I don't see how to specify the HTTP verb.  I need it to be an HTTP DELETE for sign out.  How do I configure this? Thanks, Joel