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Using Freshdesk

CX and Customer Support

4789 Posts
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Archives - Freshdesk
Trending topics in Freshdesk support- Edition 5, August 17

Hello,We're back with the fifth edition of "Trending topics in Freshdesk Support"  after a short break.  You can access the previous editions here.“I’ve assigned a domain name to a company. But, the contacts and tickets aren’t linked to the company immediately. Why?”You can specify the domain names for the company and automatically Freshdesk would associate all contacts with email addresses containing the domain name with the company. Since the entire contact database is skimmed through to find the matching contacts, the association might take a while after the domain association.“I want to restrict new tag creation so that our users cannot create new tag names simply by typing in words. I want tags to only be created through ADMIN”.You can assign custom roles to agents and restrict access to tag creation.If you’re on the Estate plan, go to Admin -> Roles and create a new role and make sure you leave this option unchecked.You could then associate this role to the agents by using the

100
aravind.sundararajan
Skilled Expert
6 years ago
R
Apprentice
reiveen11Apprentice
posted in Archives - Freshdesk
Publish an Article Issue

im trying to publish an article but it would only show the title and the first sentence...please help.

161
aravind.sundararajan
Skilled Expert
6 years ago
C
Contributor
craig_17641Contributor
posted in Archives - Freshdesk
SSO and chat name

Hi thereWe are testing Freshdesk (on a Sprout plan at the moment) and have implemented SSO from our website, having restricted the creation of tickets to logged in users only.All that works fine from a ticket creation point of view, however there is an issue with Freshchat.When a user - who is logged into Freshdesk via SSO (parameters include first name)  - opens up a chat session with an agent; that user's name is not carried through to the conversation. The email address is, but not the first name.So the agent sees a random name like "Funny Juice" or "Rinsing Truck". I can understand these names are generated when a user is not logged in but these users are actually all logged in.What is curious - which makes me think this is actually a bug - is that if the user, who has signed in via SSO, then updates their profile in Freshdesk by simply clicking on Save (not changing any fields) - their first name then reflects for the agent in  Freshchat.Any ideas on how to get the user name to ap

53215
aravind.sundararajan
Skilled Expert
6 years ago
Z
Contributor
zain.textpressContributor
posted in Archives - Freshdesk
Create ticket with custom fields

i am using freshdesk API with PHP to create ticket with custom_fields but i am getting error{"description":"Validation failed","errors":[{"field":"deviceid","message":"Unexpected/invalid field in request","code":"invalid_field"}]}below is the code $custom_fields = array("deviceid" => 374029384092); $ticket_data = json_encode(array( 'description' => 'testing with custom.......', 'subject' => 'custom fiels here....', 'email' => 'sora@yopmail.com', 'priority' => 3, 'status' => 2, 'source' => 3, 'custom_fields' => $custom_fields ));

44811
P
Community Debut
6 years ago
J
Apprentice
jonathonpenberthyApprentice
posted in Archives - Freshdesk
Outlook Conversations

Please use a consistent subject when emailing updates about tickets, so that all emails regarding the same ticket are grouped in the same conversation in Outlook.Curentley when a ticket is created you get a email with a subject like 1. however any notes have a subeject that looks like 2. as a resault the emails are not grouped together in the same conversation in outlook.Ticket Assigned -  TicketNameNew Comment - [#12345] TicketNameWhat would be better is if all emails about the same ticket have the same subject"[#12345] TicketName"

431
aravind.sundararajan
Skilled Expert
6 years ago
F
Contributor
fabrice_14622Contributor
posted in Archives - Freshdesk
Bug in mint: save ticket using enter deletes attachments

if a ticket has an attachment and you modify the text (subject for instance), and save using the Enter key, the attachments are deleted.

232
aravind.sundararajan
Skilled Expert
6 years ago
G
Contributor
guanle.shiContributor
posted in Archives - Freshdesk
customer survey display issue

there are some random display on the customer survey, how to make it display normally?Please see pic in below. 

549
aravind.sundararajan
Skilled Expert
6 years ago
F
Contributor
fabio.bertocchiContributor
posted in Archives - Freshdesk
MathML

Hi all,how to add support for MathML https://www.mathjax.org to articles?I need to insert formulas in my articles.Thanks

80
F
Contributor
6 years ago
D
Contributor
d.de.witContributor
posted in Archives - Freshdesk
scrolling in the dashboard is slow

Scrolling the recent activities list on the new Dashboard is painfully slow for me in Firefox on Linux Mint. Chromium is a bit better, but scrolling the activities is still slower than when a native scroll bar is used.

254
S
Community Debut
6 years ago
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Apprentice
josh.campbellApprentice
posted in Archives - Freshdesk
Algolia Search Integration

Has anyone successfully integrated Algolia's search API into a Freshdesk help search bar? I'm looking for some examples or general insight. Did you use the javascript API client, did you do it on the server side etc. I have integrated Algolia with Zendesk which has a built in process for this. I have also used Algolia in Laravel using their Scout tool. If anyone has any input at I would appreciate it.And to the Freshdesk developers, do you have any intention of adding this functionality soon/at all or should I continue to work on implementing this myself?

791
J
Apprentice
6 years ago
R
Apprentice
rob.giffinApprentice
posted in Archives - Freshdesk
Freshdesk no long saving ticket information to jira

We've been using Freshdesk to Jira integration for ages and it's been working well, but since the beginning of August (2018) it's no longer writing the "Freshdesk Ticket" information to the Jira ticket.It is correctly creating the Jira issue, assigns to the correct Jira Project, and all updates are being saved to the ticket, but as we rely on the "Freshdesk Ticket" field to be populated with the ticket number for reporting and billing.Any idea how to resolve this problem?Thanks, Rob

183
aravind.sundararajan
Skilled Expert
6 years ago
L
Apprentice
luke_17076Apprentice
posted in Archives - Freshdesk
Members unable to see new Ticket.

Hello there,I am having issues with people seeing their new tickets.Not to throw anyone off, they are part of one group.I have tried remove them, remove the group and also adding one by one to no avail.Anyone have an idea?

70
L
Apprentice
6 years ago
E
Contributor
eli.poulosContributor
posted in Archives - Freshdesk
Use webhooks to update custom company field

Hi, I am trying to set up an observer rule where when we have a ticket with the subject "launch date" it automatically updates the custom "Launch Date" field of the associated company to the creation date of the ticket. I am a bit stuck on how to post to that field using webhooks. My callback URL is https://org.freshdesk.com/api/v2/companies{{ticket.company.launch_date}}and my (sample) content is POST{ "custom_fields" : { "launch_date": "1/1/2018"} }Where I am stuck is how to get the date the ticket was created and post it to the company's launch date. Any help would be greatly appreciated! 

3084
E
Contributor
6 years ago
D
Apprentice
doug_17204Apprentice
posted in Archives - Freshdesk
search for all items with a particular tag.

we are big users of TAGS.  In fact it is critical to our support processes.BUT the fact that this link doesn't work is really frustrating.To confirm we'd like to be able to click on the TAG-Link circle to find all tickets with that tag.  Same for articles and customers.I know we could setup a filter but that is too time consuming and leads to filter explosion.  This link should really work.

391
aravind.sundararajan
Skilled Expert
6 years ago
R
Apprentice
rob_17124Apprentice
posted in Archives - Freshdesk
Unique CNAME for each portal

I want to use multiple products with their own portal as we run several different brands. I understand I can create a CNAME DNS record pointing to myname.freshdesk.com but is it possible to create a second name? The reason for this is I want to use the same FreshDesk account for multiple products but I can't have DNS records for Product/Brand B portal showing companyA.freshdesk.com as that would cause a lot of issues with customers knowing these two products are run by the same company. Since this companies serve to very technical customers the chance of someone finding that support.companyA.com and support.companyB.com point to the same FreshDesk domain (companyA.freshdesk.com)Thanks! 

1421
aravind.sundararajan
Skilled Expert
6 years ago
T
Apprentice
terje.leirvikApprentice
posted in Archives - Freshdesk
Price plan information from the API

Hi,I'm wondering if it's possible to get information on what price plan a specific agent is running and if it's billed monthly/yearlyThanksTerje Leirvik

251
aravind.sundararajan
Skilled Expert
6 years ago
K
Contributor
kevenContributor
posted in Archives - Freshdesk
Opening Tickets in new tabs

So, to make it more time efficient, I open each ticket I have to do in a new tab to process them. I see that this option is no longer available. If I right-click or middle click or any click on the ticket link, it opens in the main view.Can someone confirm this as an issue or if this is intended?

15125
aravind.sundararajan
Skilled Expert
6 years ago
S
Contributor
selleckjContributor
posted in Archives - Freshdesk
Ctrl Click open ticket from a list should open ticket in new tab and LEAVE THE LIST I AM ON

I don't know why you would change this. Since we first signed up for Freshdesk many years ago - all of the following actions would open a ticket into a new tab, and leave the current list in place.Ctrl+ClickMIddle Mouse ClickRight Click - select open into new tabThey all open the ticket into a new tab - BUT...Then they also navigate the current list to that ticket also.How are we supposed to keep a list of tickets in a queue to work through if you navigate our list way.Of all the breaking changes on this new MINT interface, this is the most _______ painful.

21711
aravind.sundararajan
Skilled Expert
6 years ago
S
Apprentice
simonApprentice
posted in Archives - Freshdesk
Have to change to Classic View to change requestor

Sometimes I receive a ticket from an alternative source and I want to change the requestor details. I can do this through the classic view by clicking on the cog wheel and choosing edit. I can't see a way of doing this on the new view.

1293
aravind.sundararajan
Skilled Expert
6 years ago
J
Apprentice
joeApprentice
posted in Archives - Freshdesk
Where does the forum description show up?

 When you create a new forum, there is a section to fill out the description of the forum, but I couldn't find that description anywhere except when editing the forum. It's not on the home page either or I really need to get my eyes checked. Thanks in advance.

182
aravind.sundararajan
Skilled Expert
6 years ago
K
Apprentice
klausApprentice
posted in Archives - Freshdesk
How can I create a custom URL for my brand specific Support area?

I am struggling with setting up a custom URL for a brand specific support area. All I get to see is "mainaccount.freshdesk.com" but "specialbrand.freshdesk.com" is not generated by the system. I don't want to set a cname record that forwards help.specialbrand.com to "mainaccount.freshdesk.com" but rather would like "help.specialbrand.com" go to "specialbrand.freshdesk.com".I spent a couple of ours under admin/products and could really use some help.

814
aravind.sundararajan
Skilled Expert
6 years ago
M
Apprentice
mariogilbrApprentice
posted in Archives - Freshdesk
Logo Icon - What's the right dimensions?

When I upload my Logo Icon, it is resized. I'd like to know the right dimensions, so the icon can retain the correct proportions.ThanksMario Gil

1222
aravind.sundararajan
Skilled Expert
6 years ago
O
Apprentice
officeApprentice
posted in Archives - Freshdesk
View all clients tickets

Hi,How can I see all the client's ticket history. At the moment if I click on the user at the bottom of the page I see only tickets with open and pending status.Closed and resolved are not shown.We have found workaround : If you fill in manualy the field company and press on the company then all tickets appear. As this is timeconsuming can you please suggest any easy and working idea till you add similar functionality.As I pointed out in my email, the field "company" is not required during the registration process and turned out that we have only 2 registrations with this information from more than 50 accounts. Nikolay

282
aravind.sundararajan
Skilled Expert
6 years ago
Z
Contributor
zain.textpressContributor
posted in Archives - Freshdesk
Fetch coversation without limit

It seems that API to fetch the ticket conversation will return the first 30 conversation, I need all the conversation without setting the page number in the API url, is there any way to get all the conversation

644
aravind.sundararajan
Skilled Expert
6 years ago
B
Apprentice
barrieApprentice
posted in Archives - Freshdesk
Dashboard Stats get from API

How is it not possible to create a API request that gives all the Dashboard stats? Have been doing a lot of messing around to calculate them from the tickets, but it already sits in the dashboard, why can't it be available in the API?Also, can the number per page, (by default 30, max 100) be extended past 100? Is there a reason its limited?

542
B
Apprentice
6 years ago

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