Using Freshdesk

This is patently incorrect behavior so I'm surprised I don't see anyone else reporting it. Set an SLA timer so that tickets w Priority High must be resolved in 1 hour. Take an old (> 1 hour) ticket whose priority is Low - set it to High. SLA alert immediately fires.  SLA's must be set from the time the Priority changes, not from the time the ticket was opened! If no one else sees this perhaps there's something odd with my setup. 

We use Freshdesk at my company for customer support. One of their features that we use, allows us to setup a custom single sign on page for our users, so that they can sign in to the app with their exsting company credentials instead of creating new ones with Freshdesk.Earlier this week, we received an email from their security team asking us to change our implementation of single sign on for security reasons.Full first email here: http://pastebin.com/5Lx6nB6yThe email said that I have to do it before Thursday (2 days from receiving the email) which looked like a very short period. I was worried and replied to them asking what was going on and what I needed to do specifically. They told me to change the order of the SSO attributes from (name, email, secret key and timestamp) to (name, secret key, email, timestamp). The earlier method apparently allows a vulnerability and the new one would make single sign on more secure.Full reply here: http://pastebin.com/Bjgb3ffWSo I went ahead and t

 Hi We're currently on Zendesk, however, while the agents seem somewhat okay with it, us tech guys are having major issues with it, which is why I'm looking for an alternative. Our web app is handling user projects and whenever a project is created, a corresponding ticket on Zendesk is created to funnel the communication through. The problems begin whenever a user creates a project using an email address which had previously been used on Zendesk. Shared user emails are not allowed and cause the ticket creation to fail, human intervention becomes necessary. Is it possible to handle this situation more gracefully on Freshdesk? Thanks for your help! -sven

Hi, I've been doing small POC Freshdesk custom app to integrate information from our public facing API to Freshdesk. The eventual app will allow our support agents to check if contacts are authorized from our in-house mini-CRM, but for now, we're just doing a POC to check if its viable. The POC app is very simple, it should only try to get a message form our public configuration API. I've had no luck being able to local test this. I've tried the solution you mentioned here: https://support.freshdesk.com/support/discussions/topics/314311 Unfortunately, in the latest Google Chrome, setting "Load unsafe content" has no effect on this. Please see the attached GIF screencast for a demonstration. The Chrome version I am trying to test on is: Version 58.0.3029.96 (64-bit) We have also had no luck local testing libraries being included as assets. As this app may grow in complexity over time, we would like to build it in ES6. We've tried building our app.js using browserify/babel transp

Hi, The chat feature is more and more and more important to us. And one of our issue is that the agents are missing chat a lot because if they are not in front of their PC: there is no proper alerting system on an agent smartphone for example. As the chat support in the freshdesk iOS/Android app is not coming for now, is there a way to have access to chat through a REST API? So we could do some custom work to send slack messages for example? BR Thomas

As you can see, or hardly see below. The background color of the report representing Total Load is white, and cannot be distinguished from the white background of the report unless you highlight it. As a visual representation this doesn't seem to achieve its purpose. 

A technical document on how to set up automatic replies using outlook

Hi Freskdesk, The current state of your ticket merging is functionality is nothing short of shocking on many levels:  no respect of the chronology of customer interactions, no record of merged ticket timestamps, no full merging of other key ticket properties such as recipients, default exclusion of merged replies from primary ticket thread through the use of private notes note, no filtering out of closed/merged ticket in ticket screens after merging, and the list goes on. Although user feedback on this topic is a bit fragmented, there are clearly many users reporting some level of difficulty with the way ticket merging currently  functions: https://support.freshdesk.com/support/discussions/topics/3400 https://support.freshdesk.com/support/discussions/topics/8548 https://support.freshdesk.com/support/discussions/topics/18785 https://support.freshdesk.com/support/discussions/topics/75501 https://support.freshdesk.com/support/discussions/topics/304936 https://support.freshdesk.com/sup

I am unable to insert a saved solution into a note on one of our tickets. It simply says there are no suggested solutions found and if you try to manually search for a solution, no results are shown as well.

I am the account administrator and when I go to log in I get Your account has been suspended please contact your account administrator (**********@gmail.com)

Hello,Quick question.Is not possible to disable e-mail notifications to the requestor anytime the ticket is created, updated, closed, etc, on Sprout plan?I try to disable it (switch off the button) but when I leave the page and get back it´s always on again.Admin -> E-mail Notifications -> Requestor NotificationsNo matter I switch all to off, it still send e-mails, and when I´m back it´s on.It doesnt disable on Sprout?Thanks!John

It would be nice if I could use something likevar company_id = jQuery('#helpdesk_ticket_custom_field_company_id_{{freshdesk.id}}');instead of:var company_id = jQuery('#helpdesk_ticket_custom_field_company_id_276082'); in apps.

Is there a way to generate reports using Tags?Case in Point: I have  Application Support as the main category, under that I have 5 applications and for each application, I need to capture the following statuses: downtime, inaccessible, slow, error message, other. To avoid repetition and so many sub-categories, I'd prefer the statuses be Tags. Now, when I generate a report those tags aren't visible.Is there a work-around?

Hello, We have multiple mail servers.  Our techs who are on mailserver1, the rule works fine. Yet any techs on mailserver2,3,4, etc, this rule does not work.  I can not figure it out.  Anyone have similar issues?

I am the account administrator and when I go to log in or sign up with freshdesk gmail gadget I get Your account has been suspended please contact your account administrator (***********@mrt.mn)

It would be nice to customize portal on Garden plan as it's kind of inconvenient for my customers to use as they are always complaining. Hope this gets fixed soon

I have a custom company field with the monthly hours contracted.  I want to show it on the ticket page. It is a number field. After this i want to make a calc with this number. Also i want to get all the time entries from the requester company on the current month. I want to use Freshdesk API for this, it is possible, and put it on a variable (used_hours) can you give me an example? Then i need to show (monthly_hours - used_hours). It is possible?

We are developing an OAuth-enabled plugin and experiencing the following problem:- oauth-config.yml is configured properly and authorization is being passed successfully - "localstore" file is created and contains a valid "access_token" - whitelisted-domains are configured in manifest.yml - app.js contains the example code from https://developers.freshdesk.com/docs/oauth/ but- when testing locally there appears an "oauth not defined" message in console - in app.js get() method for the $request leads to the 400 Bad Request

Just thought you should know that when I go through the reset password process, it doesn't send me an email, it simply lets me in to the site. As a result, I've been unable to reset my password.

Hi The Tickets tab of Freshdesk always auto-refreshed with a yellow bar appearing to notify us of a new ticket.  This feature stopped working for us some time ago then, just as randomly, returned.  It has now disappeared again for the past few weeks and is causing issues with slow responses to tickets. I am using Chrome and a colleague is having the same issue with Firefox. Thanks.

I've been working with Freshdesk for the past 5-6 months and I've had the hardest time communicating with their support team. Working through simple issues can be painful as Freshdesk Support has a difficult time gaining agreement (of the issue) and showing control of the support process. I sometimes feel that my issues are not throughly reviewed before resources/solutions are provided and this causes confusion with the overall interaction. At the price point we are at with Freshdesk, I'd expect a better support experience.  Anyone else run into hurdles or challenges with Freshdesk Support?

This morning we attempted to enable the Shared Ownership app which was just released by Freshdesk itself but attempting to do so displays this error in a ribbon at the top of the screen: "This feature is not available for your plan." The page which talks about the new app explains that it is only available for the Estate plan or above, but we are currently on the Estate plan ourselves (I verified this through the Plans and Pricing page of our helpdesk.

Thank you for the quick response of creating my Freshdesk account and PW.  However, I am unable to enter my Polonier.com account. I received the reset your PW email, clicked on it, and it just takes me back to the same place.  What do I do the enter a new PW? Thank you, Madelyn Asher

What is the proper SPF record to create for Office 365/Exchange Online?I have one already v=spf1 include:spf.protection.outlook.com -allDo I add a second txt spf record?  Or add something to my existing one?

Hi,The link on the page "example.freshdesk.com/admin/email_configs" pointing to to "SPF record", on the right sidebar, is broken.Its probably pointing to an old url.Thanks,Atimoda