Using Freshdesk

I have 5 Dispatch'r rules that used to add a persistent CC to a ticket based on email domains from various organizations around the state.  This worked great for CC'ing "manager"-type customers and keeping them in the loop for issues submitted in their region.  Now the rules seem to send a notification through the Email Notifications -> CC Notifications template, but doesn't add the CC to the ticket.  This informs the intended CC that a new ticket was created, but then subsequent replies from agents and customers are not automatically CC'd.I can track the lack of CC's back to around Nov 20-23, 2015, but have just heard about it now.  Was there a feature update in the Nov 9th notice that could have effected this?

We have moved our articles from our own forum (ie http://www.cloudiway.com/forum) to freshdesk (with a CNAME support.cloudiway.com).This was about one month ago.Now, we have completely disappeared from Google where we used to be in the first page for a lot of searches.Do you know what's happening, and a good way to improve the results?

 Hi,I'm able to successfully import some tickets via the json API.Also, I'm able to change attributes of existing tickets via the same API. However, I noticed that the ticket "description" field (the content of the first post within a ticket) is not updated even though the reply I get is "200 OK" and all other fields are successfully updated.Has anybody encountered a similar issue and why the description field cannot be updated?Thanks in advance for any feedback.

If the setting "Make captcha compulsory while submitting ticket without logging in" is enabled and a Freshdesk user is logged in via SSO (Single Sign On), the user sees the captcha, while it is enabled only for unlogged in users.

The formatting on the Satisfaction Survey seems to get messed up in the emails it's sent in. Sometimes the icons are on one side of the page and the text on the other or the first item will be centered and the others aligned to the left vertically.We've tried including it automatically, agent selected and created a canned response - doesn't seem to make a difference.

How can Freshdesk auto delete tickets that are marked as spam?

Hi, I have a question on creating a ticket. here is the code I use from https://github.com/freshdesk/fresh-samples. var yourdomain = 'mydomain...'; var api_key = 'my key...'; var ticket_data = '{ "description": "Details about the issue...", "subject": "Support Needed...", "email": "tom@outerspace.com", "priority": 1, "status": 2, }'; $.ajax( { url: "https://"+yourdomain+".freshdesk.com/helpdesk/tickets.json", type: 'POST', contentType: "application/json; charset=utf-8", dataType: "json", headers: { "Authorization": "Basic " + btoa(api_key + ":x") }, data: ticket_data, success: function(data, textStatus, jqXHR) { console.log(data); console.log(textStatus);

FS Modern Squirrel is a clean, but content-rich, modern theme for Freshservice portals. To use, simply unzip the folder, and copy the contents of each text file into the corresponding section in "Portal Customization." To report any issues or to share your own modifications to the FS Modern Squirrel theme, please visit the GitHub repository (https://github.com/shecodestoo/FS-Modern-Squirrel).  All my code is 100% free to use and customize as you wish, as long as you are willing to share valuable contributions to the community. Please let me know what you think!

See attached.  This does not exactly instill confidence.

Hi guys, Would it be possible a Gilab Integration?Thank you and please!!!!:)

I am trying to create a ticket via PHP, however, it is returned an error when trying to create using passing the due_by field. $ticket_data = json_encode(array( "description" => "$description

We just had a situation where we replied to a forum notification and it created a ticket. Is this normal behavior? If so, this is certainly an issue as the customer has no way of knowing that this would occur -- there's no way to edit the template.

When replying to a ticket the previous comments are appended to EVERY comment - This makes the print function practically useless.Are customers also receiving the full conversion on every comment notification.

Hello,We are running into some issues attempting to integrate our Freshdesk ticketing system with other software being used in the company.  We want to ensure that customer information is kept consistent between the various software systems, and have the ability to update one system based upon changes made to another.  The systems we are synching up include Freshdesk, Salesforce, our custom SaaS software, and Fusebill (credit card/billing software). In order to synch up all these systems we would like to use account numbers or license numbers for our clients (companies), or some other form of unique identifiers for each company we will be working with.  We do not want to use E-mail as the main identifer as someone can change their email or domain and mess up our records, and e-mail is not a good field to use as a unique identifer. I've been toying with adding a customer number or license number to the 'Company Name' and Customer Name' fields within

Is there any way of emptying the spam folder completly?Also the customer is list is completely overly large due to the system adding all spam senders to the customer list.  There should be a way to remove or not add Spam sender ticket emails to the customer list.

Good afternoon! We're finishing up implementation of FreshDesk, getting ready for launch at the end of the month.  I was interested in importing tickets from our previous system in to FreshDesk, but I seem to have run in to a snag.  According to the following article, https://support.freshdesk.com/support/discussions/topics/46the ability to import is available, but no one after the topic was listed as "implemented" has found a way to actually import. Any ideas as to how this works? P.S., I looked at the API, and while I could write a nifty little PHP script to import data for me, I don't seem to have the ability to edit certain information, like the ticket date - which is where an import process would come in handy...

 I want to change my support url from https://www.siteideas.freshdesk.com to https://www.sitesideas.freshdesk.com I'm not able to find out how. Please help me! I'm really confused!

We've set up our FreshPhone number so that all incoming calls go straight to voicemail, without ringing an agent. All calls are set to record. We'd like the voicemails to create tickets with an audio attachment of the message, but that currently doesn't happen. Is this not a possibility with FreshPhone, or is there something else in the configuration of this behavior?

(Here on the Freshdesk forum).

Hello, I'm trying to add a note to ticket using api with curl but unable to add can you please help where I'm making mistake here is my code - $api_key = "api key"; $password = "password"; $yourdomain = "mindlerhelp"; // Return the tickets that are new or opend & assigned to you // If you want to fetch all tickets remove the filter query param $url = "https://$yourdomain.freshdesk.com/api/v2/tickets/$ticket_id/conversations"; $ticket_data = json_encode(array( "body" => "$body" //, "cc_emails" => array("vishal@mindler.com") )); $ch = curl_init($url); curl_setopt($ch, CURLOPT_SSL_VERIFYPEER, false); $header[] = "Content-type: application/json"; curl_setopt($ch, CURLOPT_CUSTOM

It is bad enough that all of my helpdesk correspondence is being sign with :  from paul "via freshdesk" and not with "from paul via cinemaplugins.com"Now I have noticed that all my forum entries and solutions are being labeled as being from Freshdesk via google.My solutions are not from freshdesk and my forum is not the freshdesk forum!I am paying good money for freshdesk and everywhere I look, I am advertising freshdesk and not my own portal !!!! It looks extremely tacky and as if I am on a free platform. some of my clients dont know if I am cinemaplugins or fresh

Hi guys,We're finding that a file name such as Dv ZZZ 2010 Logs (01-12-2012_11_45_25) for XXXXX-XX.zipis truncated down toDv ZZZ 2010 Lo.zipIf the file is attached via email.After trying out various attachments, the pattern seems to be the "(" or ")" characters cause filenames to be reduced to 10 characters and then a 3 character extension.The file works fine when manually attached.Do note the email was sent straight to support@xxxx.freshdesk.com and wasn't forwarded by any 3rd party email service.Thanks for any assistance.James

I am unable to get SSO to work with Google Apps. I receive an error 403, app_not_configured_for_user. Google informs me it is because FreshDesk doesn't support SAML 2.0 and SHA-256. I don't know if this is true but the guide FreshDesk has published for getting SSO to work with Google Apps is no longer accurate and was fairly vague in the first place.So, if it is the case that FreshDesk doesn't support these protocols, when can we expect them to be implemented?

Can Freshdesk send (compose) new messages like email? or do you have to login to your separate email host  to send new email messages.

If you use the HTML Editor for solutions after submitting the line breaks/newlines are completely stripped which makes it impossible to reedit the code.I understand that you clean the html code but removing the newlines is such a bad idea.I bet this is related to the other HTML Editor changes you are working on.