Using Freshdesk

What is the process for sychronizing existing Freshdesk tickets to a new CRM?Here's the scenario:We use Freshdesk without a CRM for a while. Days, months, years. Lots of tickets are created. We use an unsupported-by-Freshdesk CRM right now, so there's no integration between Freshdesk and CRM contact records.We adopt a Freshdesk-supported CRM (which one is not yet determined) in the future. We want the contacts in our Freshdesk customer list to have their Freshdesk ticket history synchronized with (properly connected to) our Freshdesk-supported CRM's contact records for those same clients.When no contact record exists in our CRM for a given customer email address which is in Freshdesk, we want to be notified somehow and have an easy process to remedy that.And so on. All manner of problems could come from this. I'd like to know what the process is for

Hi everyone Last week we went live with phase 1 of our Freshdesk launch.  It was a fairly simple deploy for one of our internal teams and it seems to work.  However, that first deployment was self-contained, phase-2 requires us to populate the Freshdesk tickets with Account Name used in Salesforce.  Now, we can't use the Freshdesk/Salesforce app as this uses the email address you log the call in Freshdesk, as the key to look up from Salesforce and as only internal staff will use Freshdesk and hence the details pulled back will always be for our organisation and not the customer.  So I'm asking anyone for some alternatives using the API/Custom Apps? Ideally, we'd like to populate a field in Freshdesk with all of the customers from Salesforce so they could chose the Customer details we need... and then pull the rest from Salesforce...  Does anyone have starting points or advice on how to do this? Thanks and Regar

This is not a problem, bur rather an observation...]I note that when I open a support ticket with FreshDesk Support - the ticket number is NOT in the subject as [#12345] - it is mentioned in the body of the email, but not in the subject.So how is FreshDesk's own support able to thread my subsequent replies to the ticket correctly??? I would like to have 'cleaner' Subject lines in my emails too!-Keith

The page https://freshdesk.com/helpdesk-features says that "Multiple incoming and outgoing mailboxes" starts with "Blossom". But the spreadsheet Freshdesk sent me says that "Multiple Mailboxes" ("Track and manage emails from different points of contact by setting up multiple mailboxes. Mailboxes can be set up for different departments in your organization or multiple products. " starts with Garden. Which is correct? Does Blossom support multiple incoming and outgoing mailboxes, or does that only start with Garden?

I believe I saw someplace that Freshdesk reports aren't based on live information and that reports get gradually closer to real-time data as one goes up the Freshdesk service tiers (Sprout, Blossom, Garden, Estate, Forest).Is that correct? What are the time delays at each tier?This could be a big problem for my company as we do daily status reports each night.

Exchange between Agent A and Customer A, for any interactions it's normal for Agent to receive email notifications for customer replies.However, Agent A is no longer on shift to respond to Customer A. Later, during Agent B's shift, a reply comes in for Agent A then Agent B takes over but Agent A is still assigned. Agent B replies but no email notifications are sent and the ticket is set to waiting status. Agent A has no history and assumes that the customer has not replied back in that time frame. The workaround is to either reassign the ticket or to set an observer rule for all replies. The problem I see here with the observer rule is that there is, quite a bit more email spam and no way to prevent emails from coming in from self assigned tickets responses. Is there something we are missing in order to get regular agent response emails (non-note emails) from non-assigned agents?

The feedback widget (popup version — I haven't tried the embedded version and don't know how that one differs) is unusable on my iPhone 6S. Easiest thing to do is to just try to use it on such a phone. It runs of the side of my screen, pinching doesn't resize it and, simply put, using it involves constant frustration. Any plans to make this mobile-friendly?

HelloHas anybody tried fetching all objects of FreshDesk to display in a drop-down list? I am coding for a freshdesk connector for Informatica cloud using REST Api. Please suggest me api call or method to get all object lists?

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Goodnight, I am currently testing the 30 day free version of FreshDesk on the recommendation of a colleague. Here I found the option to create "sample custom app" where I added my JavaScript code to create a quick app to display it on the "Ticket / new" page in my case. (See: image number 1) What happens is that when I explain to my colleague how to do this, he tells me that he does not have this option available and that when he clicks the option of "New Custome App" you try to load this page "/ admin / integrations / Freshplugs / new "but then it is redirected to the page" https://www.freshdev.io/ ". This seems really worrying because my colleague is already licensed with you and I am afraid to pay and you have the same problem. Why this happens?

Hello,Is there anyway to disable the "Check Ticket Status" on the main page?  I'd like to remove this feature for users if possible.Thanks,Ken

Help i have a flood of people registering and not getting activation emails! tempest.freshdesk.com

I don't need to be notified about MY actions and I especially don't need it to assume that the customer is the one that provided the notification.  These are both my own replies to tickets I own. Nothing to do with the customer. This otherwise nice feature is rendered useless. Back to design school... -K

At our company we use freshdesk and freshsales. Both use the same domainname. When we try to setup the dkim records there is an issue that both systems use the same records, but with different values. Anybody found a solution for this?

 The API v2 documentation shows predefined filters as available for query in the API. Is there a reason the unresolved predefined filter does not work? Predefined filters /api/v2/tickets?filter=[filter_name] Available predefined filters:

Is there any way to support project by translating to my Language. How i see you don't have Croatian Language, and our team will gladly help with that. The problem is that few our customers understand English. With the Serbian and Bosnian language is almost the same so you can easily open towards them as well. 

Hello, the idea is: - when yuo press the "Add Time" button, two fields are added to add times. - when closing the windows, the comments and these two new fields are added as a private note in the comments of the ticket in which it corresponds.So besides adding the time in the timers, they are added in the private notes of the ticket.But the problem is that, from time to time, it also adds the comment on another ticket.Can somebody help me?Thank you

The Auto Start timer fires up when the ticket is open and stops ticking only when the ticket is closed or resolved. Keep track of the amount of time taken to close a ticket. You can even use the timer to reward agents. If the agent has to work on another ticket immediately, the timer can be stopped till the agent returns to work on the current ticket. Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference6. Select the text box

In the time entries API, I can't see the date on which the actual time was spend. E.g.:  I have a ticket with time spend on May 18th, but I don't see this field in the API  [{"billable":false,"note":"Feedback sturen naar de klant.","id":29000001766,"timer_running":false,"agent_id":29000055853,"ticket_id":500,"company_id":null,"time_spent":"00:15","executed_at":"2017-05-17T22:00:00Z","start_time":"2017-05-17T07:41:30Z","created_at":"2017-05-17T07:41:30Z","updated_at":"2017-05-19T10:11:23Z"}]

We used to have the Jira integration working, but it stopped working a while back and we haven't been able to use it since. I suspect it's related to the shift to using "atlassian accounts" for the jira cloud service we're using but I have no idea. I've tried using the email address and the username itself, and I'm 100% sure the password and domain are correct, but I always get the error message: jira reports the following error : Login failed

Hello, I've been trying to Create a Ticket as Customer using the API.  Can anybody help me? I've been using "support/tickets" and "support/tickets/new" in the URL but the response I get is the HTML of the Login page. Any help would be appreciated. Thanks in advance!

Hi , Does Freshdesk provide any API endpoint to fetch the email of the requester if i have the requester ids or name or ticket ids etc.  Thanks  Rahul

When I enter CTI app setup info, I expect to see an IFRAME containing my SOFTPHONE on the dashboard. However, I do not see an IFRAME containing my SOFTPHONE. I am a developer, so I do not want to pay for a freshdesk account in order to do my development. But this seems to be required. Please advise.

How can I add a custom icon with hyperlink next to he canned response icon in ticket replies?

I want to rename Requester it so it says "email" instead when using the "Feedback Widget"I went to the "ticket_fields" page, clicked "Search a requester" and renamed "Requester" to "email"However nothing changed. When I went back to that field, it was changed back to "Requester".Does this work?