Skip to main content

Using Freshdesk

CX and Customer Support

3982 Posts
V
Apprentice
vinoth.shankaran_oldApprentice
posted in Archives - Freshdesk
I
Apprentice
it_13705Apprentice
posted in Archives - Freshdesk
S
Contributor
slavelleContributor
posted in Archives - Freshdesk
Sidebar Time Tracking mods

I found a few things about the timer that we are not crazy about.1. I think it's hard to remember to start the timer on tickets with it so far down the right sidebar.2. I think with the lack of the display of seconds in the timer that it is difficult to see that the timer is running.So I modified the FreshPlug that I found that moves the redactor up on the left side of the page.  I adapted that to the section of the right sidebar that holds the timer.In addition to the jQuery that is used to move the div, I also applied some css to the timer.  This styles the timer to be red with ** next to it while time is running and back to black when the timer is stopped or when time is "saved".  This makes it easier to remember that there is time running or that it needs to be started up.- I also added a few lines of css to tighten up the padding of the elements in the ticket properties section of the sidebar, so remove those if you don't like them.If you have suggestions about how this could be b

707
M
Community Debut
A
Apprentice
angusApprentice
posted in Archives - Freshdesk
API Calls Faling since 1st Dec (TLS Issue ?)

I have a VB Application that interfaces to the FreshDesk API. This has been working just great until this week when it is failing and I wondered if this is an issue with the recent TLS upgrade. My code for reading a list of Clients is as follows:   Public uRequestUri As String = "https://xxx.freshdesk.com" Public sAPIKey As String = "[Our API Key]" Dim uFDConnection = New RestClient(uRequestUri) uFDConnection.Authenticator = New HttpBasicAuthenticator(sAPIKey, "") uFDConnection.AddDefaultHeader("Accept", "application/json") ' Get List of Companies Dim uRequest = New RestRequest("/api/v2/companies?page=1", Method.GET) Dim uResponse As IRestResponse = uFDConnection.Execute(uRequest) uCompanies = JsonConvert.DeserializeObject(Of List(Of FreshDesk_Company))(uResponse.Content) uResponse = Nothing uRequest = Nothing   The return value for uRespons

514
T
Contributor
L
Apprentice
laragrahamApprentice
posted in Archives - Freshdesk
J
Apprentice
jadenApprentice
posted in Archives - Freshdesk
V
Apprentice
v.braultApprentice
posted in Archives - Freshdesk
Can not access button click

I would like to do some actions when a button is clicked but nothing happens when i do the following : <!DOCTYPE html> <html> <head> </head> <body> <input type="button" id="updateButton" value="Update ticket"/> <br/></br> <table cellspacing = '10'>   <tr>     <td> <b>Result</b></td>     <td> <div id = 'result'></div> </td>   </tr>   <tr>     <td> <b>Code</b></td>     <td> <div id = 'code'></div> </td>   </tr>   <tr>     <td> <b>Response</b></td>     <td> <div id = 'response'></div> </td>   </tr> </table> <script src="https://ajax.googleapis.com/ajax/libs/jquery/1.11.3/jquery.min.js"></script> <script> jQuery(this.$container).find(document).ready(function(){     jQuery(this.$container).find('updateButton').click(   console.log('te

401
S
Community Debut
K
Apprentice
kontaktApprentice
posted in Archives - Freshdesk
A
Contributor
andrewsmithContributor
posted in Archives - Freshdesk
S
Apprentice
sebastien.boyerApprentice
posted in Archives - Freshdesk
_
Apprentice
_14957Apprentice
posted in Archives - Freshdesk
J
Contributor
johannes.riebleContributor
posted in Archives - Freshdesk
M
Apprentice
markus_14961Apprentice
posted in Archives - Freshdesk
C
Apprentice
cat.mcgintyApprentice
posted in Archives - Freshdesk
A
Contributor
asim.khattakContributor
posted in Archives - Freshdesk
Public note added to tickets when different Users respond to forwarded emails from ticket

Hi, We have a use case that has become very frustrating to deal with. Agent forwards a customers email to a FD User. If the User to whom the ticket is forwarded replies to that email, a private note is created. this is the expected system behavior and works fine! If however another FD User responds to the same fwd. email, it creates a public note. Forwarded emails from a case can go to different internal teams and users but in no way do we want to have a public note created as it ends up going to the requestor (customer) which contains private internal confidential info. we have tried all possible work arounds but there doesnt seem to be a solution to this. Is there a freshplug that converts public notes to private? Or removes content of a public note when an agent replies to a ticket?

66918
sukanya.arunachalam
Top Contributor
M
Contributor
marc.turnerContributor
posted in Archives - Freshdesk
M
Contributor
martin_14579Contributor
posted in Archives - Freshdesk
K
Apprentice
ken_13977Apprentice
posted in Archives - Freshdesk
A
Apprentice
andres.gonzalezApprentice
posted in Archives - Freshdesk
E
Apprentice
eestesApprentice
posted in Archives - Freshdesk
User Activation Link

We've come across a problem with the email a user receives when they open a ticket before creating a FreshDesk account.  (we've got a form on our website that allows them to quickly submit a ticket) The user will get an activation email: A new Support account has been created for you. Click the url below to activate your account and select a password! https://xxx.freshdesk.com/register/sadfasfdsaf If the above URL does not work try copying and pasting it into your browser. If you continue to have problems, please feel free to contact us. The problem is we have enabled Google/Facebook oAuth and don't want to force the user to "SELECT A PASSWORD" in Freshdesk. They need to be able to utilize one of those services to authenticate into their new account just like they can when they create an account BEFORE submitting their first ticket. --Ed

7474
aravind.sundararajan
Skilled Expert
P
Apprentice
pradeepApprentice
posted in Archives - Freshdesk
S
Apprentice
sunpatelApprentice
posted in Archives - Freshdesk
iorad for freshdesk - Bring your Solution Center and Ticketing to Life

YOUR PROBLEM A frustrated user opens a ticket. Your customer agent knows the solution. What's the best way to show the user without wasting your agent's valuable time copy/pasting screenshots?OUR SOLUTION How iorad for freshdesk works.Fire open the iorad for freshdesk app and just click through the solution steps behind the capture frame. That's it. iorad does the rest. It magically breaks the captured events and screenshots into steps, highlights where the action took place, and creates directions based on what the agent did. Click finish and it’s instantly attached to your ticket and simultaneously posted to your solution center knowledge base. No uploading. No screenshots. No Mess.It's not just for agents, your users will love the solution articles too!You have lots of users and they all learn a different way. Some like to practice, and others like to see all the steps in a list. Print a hard copy? View it on their phone? Translated into their native language?iorad's got you cover

566
W
Contributor
R
Apprentice
roseApprentice
posted in Archives - Freshdesk
F
Contributor
farren_14847Contributor
posted in Archives - Freshdesk
K
Contributor
keith_11877Contributor
posted in Archives - Freshdesk

Badge winners

Show all badges
Terms of UseAccessibility statement