Using Freshdesk

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?

We have phone support that we enter ourselves. These display as "new" in the ticket list until a reply is sent to the customer - we dont need to do this but the response SLA keeps being breached on all tickets that are not via email. Is there not a way to deactivate the response SLA on a ticket? Also a scenario with an email sent to a customer is not registering as a reply and therefore the response SLA is still active - bug?

Something I have noticed which is causing some problems within my company: Scenario: Customer A initiates a ticket via email with Customer B as a CC recipient. Agent responds to the ticket. Customers A and B receive email. Customer B responds to Agent's message. When Customer B responds to the Agent's message, the blue "Customer Replied" label is not applied to the support ticket in the Agent's Tickets display. I think this is because Customer B was not the initiator of the ticket. Shouldn't the Agent be notified if Customer B replies to the ticket? Their reply is often just as important as Customer A's. I would appreciate you looking into this issue. -Martin @ Spinnsoft

Hi All,When I browse to our Freshdesk home page, our logo does not appear in the top-left corner of the screen. However, if I click on the Log In or Sign up link, the logo appears on these pages. Additionally, if I am logged-in, the logo appears on the home page.This appears to be a recent issue. Has anyone here experienced this?Many thanks,Ken.pcferret.freshdesk.com

I don't want any tickets to be generated from any kind of emails.I need an option that reads:"Disable ticket generation from emails: ON/OFF"Can I get this option please?

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

Since the 20th we have been facing this issue. We use customer mail server and the some of the mails that are coming to the Freshdesk are duplicated. Past two days, we have also noticed a delay in receiving emails. the delays ranged from 30 min- 1.5 hour. We have raised a ticket on the 20th with Freshdesk, but the team is still working on. % days and there is no solution which is just unacceptable  I would appreciate if Freshdesk understands how important it is to fix these service issues on time. 

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

Hi. I am assigned as tech support in our company account in freshdesk. But once I was login in our external app called playbook and i create or send i ticket, I did not receive any ticket sent by me in freshdesk. Does this affect me being a tech support or does my filtrering in listings the ticket has a problem. Please do reply asap. Thanks

<div id="edit_ticket_toolbar"></div> <script type="text/javascript">   jQuery('#edit_ticket_toolbar').closest('.widget').removeClass('widget'); // Hide widget from sidebar   jQuery(document).on("ticket_view_loaded", function(event, data) {     var obj_target = jQuery('#watcher_toggle').parent();     jQuery('<li class="ticket-btns"><a class="btn info" id="edit_ticket_btn_toolbar" title="Client Details" href="http://www.docs2data.co.za">Client Details</a></li>').insertBefore(obj_target);   }); </script>

I'm trying to embed a Kibana Dashboard into Freshdesk - URL format like so: <iframe src="http://35.165.116.247/goto/aeed7ad23d62cf7abbb7b132bfe16717?embed=true" height="600" width="800"></iframe> (IP changed for privacy purposes) It won't render, yet I can create a minimal HTML document with the same code: <html> <head></head> <body> <iframe src="http://35.165.116.247/goto/aeed7ad23d62cf7abbb7b132bfe16717?embed=true" height="600" width="800"></iframe> </body> </html> and it renders just fine. Any tricks/tips for getting embed/iframe to work properly inside Solutions framework? Could it be HTTP vs HTTPS issue? -K

I came across freshdesk sometime back, the way they treat their employees and the work ethic and support is awesome. We have already fully integrated the platform with our core system. few issues we notice are: 1. on widget when user submit a ticket he type a subject line, the knowledge base shall automatically pull up suggestion from the subject line, this does not work. same knowledge base in widget search option do not work, it just keep spinning, may want to look into this.  2. In knowledge page website i see the following search field: "How can we help you today?" whatever i type in that search field, it does not work. output is empty.

My users are reporting that the search function is frequently slow and unresponsive, which is hurting their productivity. Are others having similar problems?

Hi Fresh Desk, Since a couple of days the ticket view is not loading correctly. Loading indicator stops at: It seems to be the same problem as reported in forum ticket: https://support.freshdesk.com/support/discussions/topics/312744

Good afternoon, This is more of an intermittent problem. When we receive tickets through to our helpdesk, there are occasions when we hover over the ticket and summary details show for a different ticket. This leads to us having to request further emails from our clients. Is this a known problem and if so, is there a way to avoid this from happening in the future? If required, further details of specific tickets can be provided. Many thanks, Leon

I am trying to pass in data from a newly created freshdesk ticket. The ticket number is passed in correctly, but not the email from the requester. So I am using a Dispatchr webhook rule that does a GET to our company's API. The webhook looks like this: GET http://<custom-app-URL-redacted>?email={{ticket.from_email}}&ticketId={{ticket.id}} If I 'hard code' the email in the app the 'GET request' succeeds.  I'm having an issue with getting the email from the ticket to be passed on in the webhook. The node.js code follows: (Line 3 is where I am having issues.) p.s. there is an open ticket with freshdesk support for this, but I haven't had any helpful insight yet. var request = require('request'); var util = require('util'); var email = '/requester_email'; var authToken = process.env.TOKEN; var url = util.format("https://<api endpoint redacted>/users/find?email=%s&authToken=%s", email, authToken); var ticketId = '/ticket_id'; var express = require('express');

We have alot of company / contacts which contains alot of custom fields like City , Province , Integration, Manager etc...Here is the problem, the search of freshdesk prioritize the content over the name of the contact or company.For example, we have many companies which the custom field "CITY" is "DONNACONNA". But we do have many Companies NAME which also contains "DONNACONNA" like "DONNACONNA FORD" or "DONNACONNA TOYOTA".The search bring on the upfront all the company where city = donnaconna we don't even see on the first page the company NAME which contains donnaconna which is more important than the city itself. For us the search is completly inefficient because of this.

We've been using Freshdesk for a while now to keep track of problems in our community and I'm pulling my hair out with agents using the iPhone app and seeing "null" appear in the "All Tickets" view. I just can't see anything relevant and important in the full ticket information that would display as "null". This doesn't occur in the Windows or Android versions of this view. I found one old report of this problem here but it wasn't clear whether this problem was identified or solved. I had them reinstall from the iTunes store, so they are up to whatever the store has, which is listed as v3.2.2. Screenshot attached.

Hi,I would like to follow up on this thread that is marked as "solved" without, however, mentioning the solution.I need to add a disclaimer below the solutions. A link would also be fine, but I would prefer to have the text directly on the same page.Please note that the request is not about removing the footer (with the credits to Freshdesk). I just need to add additional text.Thanks!

Every time I create a solution and I type text in simple arial once I publish it all the layout is messed up, some of the text is smaller, some is larger, there are spaces where they shouldn't be. Anybody knows how to solve this issue?

When I reply to a ticket from the Android app the reply is sent to customer from company name. When I reply from desktop, from agent name. Anyway to have agent name in reply from app?  Thanks! 

 Hi,When trying to create a new JIRA ticket from freshdesk, the following error occurs:Jira reports the below error:User 'root' does not exist. Please contact Support.An user 'root' does not exist in JIRA. Also the username (e.g. 'root') varies depending on the user the ticket is assigned to. For some users it works, for others there is this error with an inexistent username.Where do these inexistent usernames come from?

I am trying to test the SLA Policies at the moment. The workflow is as follows. When an email is received an automatic ticket is created and assigned to me. Then I read and observe it. Then I assign it manually an priority and assign it to our agent A. If agent A does not respond to it in 15 minutes (which I modified the default SLA) it should be escalated to agent B but that does not work. I also tried to create a seperate SLA but no result. Any comments?

The uttermost purpose of a help desk like Freshdesk is to ease the reactive correspondence with a customer, that is awaiting for customers to send in support tickets. Sometimes I need to contact a certain customer proactively, and I feel like I'm not quite sure the best way to do so using Freshdesk. By creating a new ticket in the requestors name, an email will be sent which states that he/she created a new ticket and will likely confuse the customer (or in my case, they won't retrieve anything at all since I have turned off the new ticket email notification for customers). What I think I'm looking for is a way for me, the agent, to be the requestor, and the customer to be in some sort of agent role. Any ideas?

 We have implemented a rule that advises all agents of an unallocated ticket. Unfortunately if a new ticket is merged without allocation the rule still runs on both parent and child ticket. is there a way of building rule to not act on the 'child' merged tickets. I have submitted a ticket on this but wondered if any other user has found a work around.