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19 days ago

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Using Freshdesk

Using Freshdesk

CX and Customer Support

4787 Posts

milenaApprentice

posted in Archives - Freshdesk

Sorting tickets chronologically with Supervisor or Observer (or in any other way)?

How can you sort tickets chronologically, by the last requester's update, from the oldest to the newest?We tried doing it with Supervisor, but the issue is that a supervisor rule is triggered only once per hour. The idea we had was to use them to help with sorting tickets and responding chronologically - from the oldest to the newest.So, for example, we set up the following rules:1. if a ticket is Open and last requester’s update was less than 5h ago - Low Prio2. if a ticket is Open and last requester’s update was 5 - 10 h ago - Medium Prio3. if a ticket is Open and last requester’s update was 10 - 20 h ago - High Prio4. if a ticket is Open and last requester’s update was over 20h ago - Urgent PrioNow, we also needed to set up a rule to move all of the Urgent, Medium and High tickets back to Low if the next requester’s response is less than 5h old.Since the rule runs only once per hour, we now have tickets with the last requester’s response in the past hour, still marked as Urgent. The

jmayhewContributor

posted in Archives - Freshdesk

300 total responses is not enough.

This endpoint is great: https://developers.freshdesk.com/api/#filter_ticketsBut it is severely limited by the fact that we are only about to get 10 pages x 30 results. At times, we have 700 open tickets which renders this perfect endpoint useless.Please allow a 10x increase on returns; let us retrieve 100 pages instead of 10. If this is a performance issue then charge us a higher cost for on API quota; make each page consume 5 quota hits. We don't need this to work every few minutes, we run our reports daily or weekly.Thanks for anything you can do to open this up.

nimApprentice

posted in Archives - Freshdesk

Why is the answer removed

One thread is tagged as solved: https://support.freshdesk.com/support/discussions/topics/307569/page/2?url_locale= The answer is removed: https://support.freshdesk.com/support/solutions/articles/218456-why-is-a-customer-s-reply-to-a-ticket-creating-a-new-ticket-email-threading- But we still have the problem. Is the solution to use Team Huddle https://support.freshdesk.com/support/solutions/articles/227580-understanding-team-huddle

kylaContributor

posted in Automations and Workflows

Private notes emailed to customer when ticket is resolved

When updating a ticket to 'resolved', the customer receives an email notification 'Ticket Resolved' which includes the text of the last note on the ticket, even if it's a private note.

sbrophyContributor

posted in Archives - Freshdesk

'Group' field disappeared from agent ticket form

I've been experimenting with the 'Custom Ticket Fields' app, and trying to get some custom fields setup, since we have several departments that will be using Freshdesk.After I setup this app, the 'Group' default field disappeared from the Agent ticket form, and the fields from the Customer form won't update.Further to that, the app itself stopped working entirely. I suspect due to the weirdness with the forms. Even removing the app doesn't fix the default fields being missing.

aravind.sundararajanSkilled Expert

posted in Archives - Freshdesk

Trending topics in Freshdesk support- Edition 4, July 31

Hello,Welcome to the fourth edition of "Trending topics in Freshdesk Support". We aim to help you understand the nuances of the product better with our quick reads posted in this forum. Hit "Follow" to get these posts delivered right to your inbox.“I want to operate as an email only helpdesk. I don’t want my users to respond to tickets using the portal, at least for now. I remember reading somewhere that the customer response would show up as a note if added from the portal. I recently came across one. Is there a way to shut off the portal completely?”You can modify the portal settings under Admin -> Portals -> Settings section. Make sure you deselect the options as described in the screenshot below. This would make sure that new users cannot sign up for the portal access.Also, go to Admin -> Email notifications -> Requester notifications and turn off the user activation email option. Make sure you remove all portal references like portal url from all automatic notification

dwalenApprentice

posted in Archives - Freshdesk

Custom ticket staus

How can I remove an existing custom ticket status. I select the red icon preceding the status I want to delete, it appears it has been removed, I select done, leave screen & come back, the status reappears. I currently have an Administrator role.Thanks in advance!

d.de.wit_17447Apprentice

posted in Archives - Freshdesk

Mint: unable to position caret by clicking

In the new Mint UI I can not position the caret in the response field by mouse clicks. Our reply template uses a table, that might be part of the problem. On click, the caret is always moved to the end of the current table cell.

antonio_17504Apprentice

posted in Archives - Freshdesk

Can't edit profile, modal dialog stuck and bug in browser console

The app is stuck with this modal dialog, and I have this error in the browser console:Cannot able to remove site announcement TypeError: Cannot read property 'remove' of null at iframeOnLoad (freshdesk-efef4c8a2af6d9ea488d9052135eb4d4.js:90) at HTMLIFrameElement.r (vendor-e5423bf6f1531b6cbf033f4cac45079a.js:73) at HTMLIFrameElement.c (new-relic-b58bca4ac106f52ca0859f45fcd9e8c3.js:1)Can you help?

wmaniek123Apprentice

posted in Archives - Freshdesk

Email notifications configuration

Hello All.I'm not able to change notification settings in freshdesk. Getting internal error occured.

joe.aeberhardApprentice

posted in Archives - Freshdesk

Search Solutions Through Api v2

There are no api methods in v2 of the Api to allow us to search solutions, which is a shame as you can search tickets, contacts etcWe would like to specify a category, folder and search term and sort option through an api call that would search the title and description of articles and return an array of json articles. Even better would be the option to specify a contactid/email for whom the articles should be filtered.I know you can call https://domain.freshdesk.com/support/search/solutions.json to do something similar, but this requires the user to be signed on and also is undocumented and doesn't seem to be officially supported. I'm not sure why this feature would not be included within the api, which would seem to be a natural home for this.Thanks.

b.fuernkranzApprentice

posted in Archives - Freshdesk

request.get in V1

I have to show some additional company information on the ticket page and can´t get the API request right to access the data. Got the V2 version running after some tests, but it seems my authorization setup is some wrong in V1. var options = {}; var headers = { "Authorization": "Basic <%= MYAPIKEY:X' %>"}; var options = { headers: headers }; var url = "https://XXXXXXXXXX.freshdesk.com/api/v2/companies/" + ownerID; console.log(url); this.$request.get(url, options) .done(function (dataComp) { console.log(data); }) .fail(function (error) { console.log("****ERROR: " + error.status + error.response); });thanks in advance

jennifer.neherContributor

posted in Archives - Freshdesk

SF Plus app deletes records in FD

I have been trying to figure out for months how records keep getting deleted in FreshDesk. After running some tests, I have discovered that if you merge records in SalesForce, it will then delete the record in Freshdesk, and not necessarily the correct record. I merged 2 records in SF with different email addresses. Only one of the email addresses was retained. After it synced to FD, the record with the correct email address was deleted and the incorrect email address record was retained. Has anyone else experienced this? How did you handle it? I find this totally unacceptable as I have been assured by FD multiple times that their integration will only update records and never delete them.

ricardo_16610Apprentice

posted in Archives - Freshdesk

Cannot access custom_fields to update a ticket

Hi there! I've been using curl POST and PUT to update certain elements of a ticket once they have been created. This seems to work for all fields like priority, status, etc but I cannot, for the life of me, access the custom_fields. We have a custom field called orderid, and it throws the following error "Request body has invalid json format"this works:'{ "priority":1}'these do not work (i have tried a ton of different combinations):'{ "priority":1, "custom_fields" :{ "orderid":1234} }''{ "custom_fields" : {"orderid":1234} }'what is the problem? I can't find an answer online, but i know for a fact that these are valid json objects and these are the correct name for my custom fields. thank you!

bbence84Apprentice

posted in Archives - Freshdesk

Some hungarian translations missing on the customer portal

Hi!There are some basic hungarian translations missing on the customer facing portal pages. Especially problematic is the main new ticket window, but I list a few additional string translations that I would appreciate if you could incorporate:Requester: Feladó Subject: Tárgy Description: Leírás Related Articles : Kapcsolódó cikkekPrint: Nyomtatás Print this article: Cikk nyomtatásaThanks!Bence

mwelchApprentice

posted in Archives - Freshdesk

Facebook Security Updates

Our Facebook page integration was disabled recently - now, when trying to integrate again, an error pops up that we are not able to do it at this time due to changes in Facebook security. Is this an issue with Facebook or Freshdesk? How do we resolve?

moses.domingoApprentice

posted in Archives - Freshdesk

Why are the right click functions disabled on Freshdesk?

So when I do a ticket search on Freshdesk, I always start on a fresh tab and then right click on a ticket link to work on a new ticket in a new tab. But now, Freshdesk doesn't do that any more. Instead, I find myself clicking on the ticket I want to work on, but having to lose the search I started originally on the tab. Now, I have to duplicate that result so that I have to go back to the tab I used to search just to hit the back button. An extra step that I didn't have to do before.What's going on?Thank you in advance.Sincerely,Moses

k.brueningContributor

posted in Archives - Freshdesk

Freshdesk Mint App - Freshdesk API call quota

Hello,we've created a custom Freshdesk App that performs Freshdesk API call to fetch additional information, that are not available by Data API. In old Freshdesk, those API calls where performed with the session credentials of the user.In Freshdesk Mint, I'm enforced to set the credentials in Request API, since the App is running in a sandboxed IFrame, but besides using the app installation parameters, there is no reasonable way to use the credentials of the user.Since just the administrator can maintain the app installation parameters, I only can provide one API key, which results in lavishing away my API call quota, while the users' API call quota is wasted.I'd propose one of the following as solution:- Let Apps be configurable on user level- Provide Request API calls of Freshdesk API with user credentials on your own- Make API call quotas transferable Thanks, Klaus

jorge.alvarez.raf2Apprentice

posted in Archives - Freshdesk

All the images of my portal have disappeared and do not load

All the images that have been pasted in the tickets of my portal have disappeared and they are not loaded.

snguyenContributor

posted in Archives - Freshdesk

Creating ticket via mobile ruins formatting

I have a registration form that creates a ticket to FreshDesk using the information they supplied in the form. Completing the form on a computer works fine (formatting is correct). However, completing the form on a mobile phone excludes the formatting. I'm using HTML to format it via <b>, <br>, etc. Essentially, I would like any tickets that are created via mobile phone to have the same consistent formatting. Photo below: What the ticket looks like when the form is submitted via mobile phone (incorrect formatting)Photo below: What the ticket looks like when the form is submitted via a computer (correct formatting).

danny.kortApprentice

posted in Archives - Freshdesk

Jira Integration issue type loading

I've set up the JIRA integration - with Jira Cloud - on our Freshdesk account and when we link a ticket to an existing issue in JIRA it works fine (everything gets synced). But when we want to create a new JIRA issue from Freshdesk, it hangs on fetching the issue types.The account has admin permissions and is able to create (and link) issues in the selected project. As per what's described on this page https://support.freshdesk.com/support/solutions/articles/225455-why-can-t-i-link-a-jira-issue-in-freshdesk-create-a-new-issue-via-freshdesk-it-never-finishes-loadinAny ideas on why this is failing?

guillaumebardet81Apprentice

posted in Archives - Freshdesk

Hi,I would like to know if sensitive data ( like api key) can be set as an application parameter (entered via the custom app configuration interface) .Where is this information stored ? Is there a risk that this data is accessible via another freshdesk?

aravind.sundararajanSkilled Expert

posted in Archives - Freshdesk

Trending topics in Freshdesk support- Edition 2, July 16

Hello,Hope you had a wonderful weekend. Let's kickstart this week with the second edition of "Trends in Freshdesk support". This forum focusses on highlighting the top questions that we've received in the past week and aim to spill some nuggets on Freshdesk features.If you're a first time visitor, you can read the previous edition here.“Our current url is mycompany.freshdesk.com. I would like to change it to myoffice.freshdesk.com. How can I go about this?” You can change the Freshdesk account url, provided the new url is free to use and hasn’t been taken up already by any of our users. You can write an email to support@freshdesk.com requesting for an url change but here are few things to be aware of:There would be no changes to account settings/tickets. However, with the change of the account url, all previously generated ticket/solution links would become obsolete.The forwarding address for the support emails would vary and need to be updated in the mailboxes for tickets t

zain.textpressContributor

posted in Archives - Freshdesk

Invalid user error

hi, i am trying to reply on a ticket through the API and suddenly i am getting error that {"code":"invalid_user","message":"You are not authorized to perform this action on behalf of this user. id:43004366839, name:Sora"} although this is user is an activated user of freshdesk, please need assistance on that

ggirdwoodContributor

posted in Archives - Freshdesk

Customer Satisfaction - take this with a pinch of salt!!!

Hi folks,I've been chasing FD for quite some time regarding this and still do not have a solution. In my FD setup we send customer satisfaction links once a ticket is marked as resolved, as you may know links that are embedded within the email point directly to satisfaction results e.g. /survey/happy survey/ok survey/poor. The problem with this is that many corporate companies check URLs when an email is sent for security purposes and even peoples personal AV check URLs also. So when these systems scan the links they will register as a customer satisfaction response on your system.I found this out as we like to contact any customer who leaves poor feedback and follow up with them to see how we can improve and also if we can help them any further.When we called we started getting customers swearing blind that they never left this feedback, initially we thought they may be embarrassed but we then found that it was happening with all customers we contacted that had left negative feedbac

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