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Using Freshdesk

CX and Customer Support

4789 Posts
R
Apprentice
ron_15349Apprentice
posted in Archives - Freshdesk
Problem with tickets that have no subject

I've run into a new prroblem that I haven't seen before in the years I've been using Freshdesk. If a ticket comes in without a subject, it won't let me change its type or close it. For example, if I set type to "Tech Support", then click Update, I get an error "The subject field has been updated. Please choose a different value to proceed."I can go in and edit the subject, but I'd rather not have to. Emails without subjects come in surprisingly often.

20616
aravind.sundararajan
Skilled Expert
6 years ago
C
Apprentice
carcevaApprentice
posted in Archives - Freshdesk
Problem with Android app

Hi In the use of the test app, exists the problem when I try to reply a ticket using "tap to reply" Then the app crash and close. The same when I tap properties on the ticket. On this properties issue, not all the time crash, basically the half of the time. Thank you See attached files. I use a Motorola G5 plus with Android 7 nougat.

251
A
Contributor
6 years ago
M
Apprentice
miwApprentice
posted in Archives - Freshdesk
Using anonymous links to share files from sharepoint

I have just installed the Onedrive integration and it seems to be working as intended. When I click on the little cloud, my onedrive for business appears, as do the sharepoint sites in our organisation.Just one issue: When I put in the link, the link we get is the type that requires a login to onedrive. Most of our users do not have onedrive, and we don't allow public files anyway.When you are in Sharepoint, it allows you to create an anonymous link with a limited validity which is available only  to the user of the email address you send it to. Is there any way to make the onedrive integration get this link and use it?--mark

500
M
Apprentice
6 years ago
T
Apprentice
thomaswimbishApprentice
posted in Archives - Freshdesk
Code to Auto Select an Item the drop-down menu

We have two different portals, one for IT and one for maintenance. What I am needing to do is hide the required "Category" field on maintenance but at the same time have it auto select "other". We use the category field heavily on our IT portal so I need it required.I already have the code to hide the field, but can't find/figure out the code to have it auto select an option. Any welcome is welcomed with open arms.Here is the code I am using to hide the "Category" field<script type="text/javascript"> jQuery('#helpdesk_ticket_ticket_type').parent().parent().hide(); </script>

440
T
Apprentice
6 years ago
V
Apprentice
vamsi.abhinavApprentice
posted in Archives - Freshdesk
Responding to Email

Would want to restrict emails going out to customers with certain keywords like cuss words. How do we restrict these emails going out? 

90
V
Apprentice
6 years ago
F
Apprentice
fsoukupApprentice
posted in Archives - Freshdesk
Error while executing App server script! - Cannot find module

Hey,I am trying to create a serverless app that communicates with our system using our API.The error I am getting after uploading and installing the custom app is:{ "requestID":"5b2a9fe3-6162-4bd9-bf63-59306164fc1d", "status":500, "message":"Error while executing App server script! - Cannot find module './developer/node_modules/http'", "errorSource":"APP" }Dependencies in my manifest file look like this:"dependencies": { "ntlm": "0.1.3", "request": "2.88.0", "http": "0.0.0" } I am using request to make the actual request and ntlm for authentication. I also tried to add http here but that does not seem to solve my issue.As for my code:I am using require as follows: const ntlm = require('ntlm'); const http = require('http'); const request = require('request');Again I tried to add http here, but I was getting the error without this line as well.I am using an http agent as this was the only way I was able to make the ntlm authentication work.let ntlmrequest = request.defaults

952
F
Apprentice
6 years ago
B
Contributor
bhakti.patelContributor
posted in Archives - Freshdesk
Email Notification - MINT

Anyone else having issues with getting e-mail notifications? We have not been getting any of the e-mail notifications (in outlook, ie: when a client responds, etc...).My notifications are on and were working until Friday. No changes have been made on the portal on our side. We also cannot even get access to the "email_notifications" templates on the portal:https://[URL OMMITED]com/a/admin/email_notifications

305
B
Contributor
6 years ago
S
Apprentice
scott.mcgillivrayApprentice
posted in Archives - Freshdesk
FreshPing Integration?

Hi there,I recently created a status page in FreshPing and configured the integration with my FreshDesk instance. That went well, but I can't see that I can integrate the FreshPing info in any meaningful way.  I can click the FreshWorks Switcher to get to the page, but was hoping there might be a way to surface some status info in the support portal.  It would be great to add just a high-level "All Up" widget or a top-level link to a status page so customers can see whether their problem has been seen.  So am I missing something basic here, or are these just integrated via the switcher?

631
J
Community Debut
6 years ago
W
Apprentice
wwillmsApprentice
posted in Archives - Freshdesk
Automatically add email address to CC: to any Reply/Forward by Specific Group

When a Ticket is Replied to or Forwarded, and belongs to a specific Group, I would like to automatically add a specific email address to the CC: field.Is this possible and how can it be done?ThanksW

1230
W
Apprentice
6 years ago
A
Contributor
alex_10481Contributor
posted in Archives - Freshdesk
Email Notifications not working from Freshdesk

 I have created a ticket on this; their email server appears to not be sending mail.

33235
B
Contributor
6 years ago
D
Apprentice
drew_16269Apprentice
posted in Archives - Freshdesk
Sign In using Google / Facebook / Twitter?

I'd like our customers to be able to use their social network accounts to log in rather than having to create yet another email/password to remember.I've turned on the "Allow users to Sign in using... Google Twitter Facebook" checkboxes in the portal, but when I try to use the Google button to log in it says "Sorry! You do not have enough permission to access this page. Please contact your Account administrator or Signup from Freshdesk Home page". When I try to sign up using Facebook I get "We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."Am I missing a step? Do these features not work if I have my own CNAME on the portal?

424
J
Community Debut
6 years ago
S
Apprentice
szempyApprentice
posted in Archives - Freshdesk
Feedback widget chrome not working 307 Internal Redirect

Hello.I have put the popup feedback widget on our site, but in Chrome Version 69.0.3497.100 (Official Build) (64-bit) when i click on the button and it tries to load the content i get 307 Internal Redirect and it redirects to about:blank.https://companyname.freshdesk.com/widgets/feedback_widget/new?&widgetType=popup&formTitle=Help+%26+Support&submitTitle=Send+Feedback&submitThanks=Thank+you+for+your+feedback&captcha=yesI have tried this : https://s3.amazonaws.com/assets.freshdesk.com/widget/freshwidget.js and thishttp://assets.freshdesk.com/widget/freshwidget.js as well with and without ssl.

425
aravind.sundararajan
Skilled Expert
6 years ago
M
Apprentice
mbleamerApprentice
posted in Archives - Freshdesk
Separate Closed vs. Resolved tickets

I would like to see a report that shows only resolved tickets vs. closed tickets.  We use Closed to indicate there was no work done to resolve the issue.  This can be due to many reasons such as the customer provided incorrect information and there was no issue, the customer submitted a request that can't be accommodated, the issue was resolved through other means before the ticket was addressed, etc.  We use Resolved when there was legitimate work done to resolve the issue.Is there a way to report on these statuses separately, even if that means creating a new status other than Closed to indicate the ticket was closed, not resolved?Thanks,Mike

1380
M
Apprentice
6 years ago
R
Apprentice
rajApprentice
posted in Archives - Freshdesk
[ContactAPI] Hard delete fails with bad request

Folks:I am using the Freshdesk Python client. My server side code has to programmatically create a contact. I also want to support subsequent deletion of the contact. In my test code, when I do a soft delete of a contact, it works. However, if I do a hard delete, it fails with a 401 bad request. Any ideas on what I might be doing wrong? My code snippet is included below.     ... # Retrieve the FD contact id. It must be a number contact_id = int(fd_ids) # Permanent delete fails, so commenting it out # result = self.client.contacts.permanently_delete_contact(contact_id) self.client.contacts.soft_delete_contact(contact_id) ...    

180
R
Apprentice
6 years ago
C
Apprentice
cnaltestApprentice
posted in Archives - Freshdesk
Cloud data

Hi,If I get the service for emails, chat and phone, where is the data sent to? Where are the servers located? USA, EU, ASIA?

80
C
Apprentice
6 years ago
M
Apprentice
matt_15835Apprentice
posted in Archives - Freshdesk
How are resolution times being calculated vs SLA

Wonder who can help with this one.I'm looking at an outbound ticket that was first opened two months ago. It was closed off today, and the resolution time in the performance distrubution report is logged as between 350-700 hours.Now, my understanding is that that shouldn't be the case.The life cycle of this ticket is basically as follows:Ticket created and marked as Awaiting Customer Reply (SLA timer off)A week goes byTicket status changed to Follow Up (SLA timer on)Agent sends another email (within a couple of hours) to the customer to chaseTicket status changed back to Awaiting Customer Reply (SLA timer off)Repeat until todayTicket marked as ClosedIf I understand how the timers are meant to work, the total 'resolution time' on this ticket shouldn't be more than about 24 hours at an absolute maximum. As the customer never responded, we've had little choice but to keep chasing them, not the other way around.Any ideas?

1050
M
Apprentice
6 years ago
M
Apprentice
madbillyApprentice
posted in Archives - Freshdesk
How to see all posts by a specific user?

Hi everyone,I'm trying to work out how to see all posts by a specific user? Is there an API call which can be used for this or is it a web-based function which needs to be enabled somewhere?If it's in the API, how is the user identified? By username or some other ID?Thanks :)

91
M
Apprentice
6 years ago
P
Apprentice
phillipsturmApprentice
posted in Archives - Freshdesk
list tickets and include requester - json problem

Hello,I'm using a example from Github (https://github.com/freshdesk/fresh-samples/blob/master/C-Sharp/GetTickets.cs) and I have a little bit of drouble with the responseBody.I added some new lines to deserialize the responseBody to a class "ticket". Also I changed the apiPath to "/api/v2/tickets?include=requester", cause I wanted to get the requester too. using System; using System.Net; using System.Text; using System.IO; using System.Collections.Generic; using Newtonsoft.Json; namespace ConsoleSample { class Program { static void Main(string[] args) { string fdDomain = "YOUR_DOMAIN"; // your freshdesk domain string apiKey = "YOUR_API_KEY"; string apiPath = "/api/v2/tickets?include=requester"; // API path string responseBody = String.Empty; HttpWebRequest request = (HttpWebRequest)WebRequest.Create("https://" + fdDomain + ".freshdesk.com" + apiPath); request.ContentType = "application/jso

1140
P
Apprentice
6 years ago
N
Apprentice
nate.fikruApprentice
posted in Archives - Freshdesk
Teams App Bug

My company has just found a bug within the teams app integration of freshdesk. When you reply to a ticket and select the private checkbox, the reply is actually still public and is seen by everyone attached to the ticket. The private checkbox option doesn't actually do anything. This could be an issue when attempting to talk privately with company stakeholders but not wanting transparency with the client.

161
V
Community Debut
6 years ago
S
Apprentice
sakulachi8Apprentice
posted in Archives - Freshdesk
get agents after a specific date api

Hello,    i am facing issue to get agents after a specific date updated. can anyone please help.thanks

80
S
Apprentice
6 years ago
P
Apprentice
panov.cartpowerApprentice
posted in Archives - Freshdesk
Question about API using

Hello ! I try to create note with attachments. I send request to "api/v2/tickets/'.$ticket_id.'/notes" through "POST" method similar as in sample for tickets:https://github.com/freshdesk/fresh-samples/blob/master/PHP/create_ticket_with_multiple_attachments.php   But I get the error "Content-Type header is set to multipart/form-data. It should be set to application/json"So how can I create note with multiple attachments ? Unfortunately I didn't find appropriate example in samples.Also I have  same problem with updating tickets -  it's possible to update ticket just without attachments through "PUT" method.

611
J
Community Debut
6 years ago
B
Apprentice
bonnieApprentice
posted in Archives - Freshdesk
Phone Logs

Our phone system is not connected to Fresh Desk, but we would like to make notes regarding client phone conversations in Fresh Desk WITHOUT sending the client an email that we made notes.  Is this possible?

70
B
Apprentice
6 years ago
G
Apprentice
george.bicaApprentice
posted in Archives - Freshdesk
Firefox paste text from copy not working correctly

I am having annoying paste issues in Firefox. #1 - I cannot paste text to the Description, Note or  Reply (any HTML forrm) in FreshDesk. The same text can be pasted fine in any other fields that are not HTML based. This is also happening in this forum ticket message body #2 - I can paste an image, but it's pasted twice. Steps to troubleshoot: Tested in Firefox with addons - still problem Tested in Firefox with no addons enabled (safe mode) - still problem Tested in Firefox at https://imperavi.com/redactor - I can paste without any issues. Tested in Chrome - everything works correctly Environment: Windows 10 Pro 64 bit. Firefox 55.0.3 (64-bit) - latest version

8717
B
Contributor
6 years ago
F
Apprentice
francisco.gonzalezApprentice
posted in Archives - Freshdesk
Instalacion de producto

La solucion freshdesk  puede ser instalada en forma local ?

151
aravind.sundararajan
Skilled Expert
6 years ago
R
Apprentice
r.lewisApprentice
posted in Archives - Freshdesk
Admin section - You can easily solve 3x more tickets.

Hi allWhenever I try and access my admin settings I keep getting a pop up on the screen that informs me 'You can easily solve 3x more tickets. Click on ? to find out how', however I cant get rid of this window.I click on the ? and it loads the announcements page, but whenever I go back to the admin screen I get the same window.Any suggestions?

5413
aravind.sundararajan
Skilled Expert
6 years ago

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