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Archives - Freshdesk

4008 Posts

keith_11877Contributor

posted in Archives - Freshdesk

Can't embed Kibana dashboard in FD Solutions

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 p

support_14551Contributor

posted in Archives - Freshdesk

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.

bmercerContributor

posted in Archives - Freshdesk

Anyone else having problems with the search function?

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

avosApprentice

posted in Archives - Freshdesk

Ticket details form not loading on first view

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

leonApprentice

posted in Archives - Freshdesk

Ticket summary doesn't always show correct details

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

dbergerApprentice

posted in Archives - Freshdesk

node.js passing in customer email to custom app

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 = pro

pldeschesnesContributor

posted in Archives - Freshdesk

Top search query is not efficient/broken (wierd prioritize)

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.

_13999Apprentice

posted in Archives - Freshdesk

What is the 'null' field in the iPhone "All Tickets" view

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.

office_12764Apprentice

posted in Archives - Freshdesk

How can I add a footer below all of the solutions?

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!

ecolomboApprentice

posted in Archives - Freshdesk

Solutions Layout

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?

jimwApprentice

posted in Archives - Freshdesk

Android Apps Reply From?

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!

rbContributor

posted in Archives - Freshdesk

JIRA Integration: User does not exist

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?

birantApprentice

posted in Archives - Freshdesk

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?

jimmy_11004Apprentice

posted in Archives - Freshdesk

How do I use Freshdesk for proactive customer correspondence?

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?

andy.wainwrightContributor

posted in Archives - Freshdesk

Use of "Merged" in rules

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.

jbattleyApprentice

posted in Archives - Freshdesk

Emails missing over the weekend...

We have received no new tickets over the weekend - and I know the messages were sent as we have the emails sent to a mailbox and freshdesk.I am concerned about reliability in message receipt...

robertosotomoralesApprentice

posted in Archives - Freshdesk

Cambiar un cliente a agente

BuenasComo puedo cambiar un cliente a agente, tengo la versión de freshdesk gratuitaSe agradece la ayuda

allardContributor

posted in Archives - Freshdesk

Editor adds span styles with fonts to articles

This causes me to have to add CSS to overwrite all this, because it is too much work for our editors to filter this from the HTML. Why does the editor automatically add this?One example is <span style="font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif; font-size: 13px;">All our texts are supposed to be Exo 2 and 14px. The default Freshdesk setting is Source Sans Pro. My colleague did not copy paste the text from anywhere, so I am wondering where Helvetica Neue comes from.

msmithApprentice

posted in Archives - Freshdesk

Unable to edit agent email address

Incorrectly entered one agent's email address when creating all of my agents so that particular agent never received activation email. Went to Admin>Agents and edited/corrected the email address for that agent and saved. The screen updates and retains new email address just entered. If I leave that page and then come back via Admin>Agents, it still shows the old/incorrect email address I started with. Help!

mgosyApprentice

posted in Archives - Freshdesk

CSV Import still running

Ok so I imported a list of Companies but it did not get the entire list. So now when I try to import another list it tells me a CSV import is currently running. How do I stop the current CSV import? I can not import anything anywhere now.

c.blauApprentice

posted in Archives - Freshdesk

Reply HTML signature in Chrome

Hi ThereI am having an issue when replying to a ticket. The HTML signature is not being displayed correctly. I actually see the HTML tags, please see here http://www.awesomescreenshot.com/image/808590/ced0c5dc77359124539d698cebfdac8aI am running Chrome for Linux Version 47.0.2526.73 (64-bit)Please advise. Kind regards,Christoph

rmaApprentice

posted in Archives - Freshdesk

widget and email commands

Hi,I recently start to use your system. Great job! I ownder if there is some way to indicate (populate) to the widget the requester email, and email commands. the page where I use this widget use login which is not an standard.thank you

darren.keithApprentice

posted in Archives - Freshdesk

First contact resolution problems

Hi all, Hope you can help. We use FCR % and SLA as a key measure within our CS department but there seems to be some issues with the reporting.My understanding would be that if an agent responds to a ticket and sets as resolved, if no reply is received then that would be classed as closed on first response.It appears that if someone else responds to a someone elses ticket their score is also impacts their FCR %Can you also clarify the SLA requirements, is this on first response or in fact all replies on that ticket?Thanks

post_11549Apprentice

posted in Archives - Freshdesk

Freshdesk portal problem in Chrome (and other) - https?

Hi,I'm having issues with my portal. I've setup "hjelp.serverhus.no" with the correct CNAME listing in DNS. But when using Chrome i get an error about the https protocol (this happens even if i try using just http:// - i don't know why it rewrites).My customers also are having issues with it. If i use Internet Explorer it seems OK.Chrome gives: NET::ERR_CERT_COMMON_NAME_INVALIDAnd I've had clients showing me various other error messages. The link used to all clients is also http://hjelp.ser

d.nieuwendijkContributor

posted in Archives - Freshdesk

Magento app shows wrong total amount ("Row Total")

The Magento app in Freshdesk which connects to Magento and shows order information from the ticket view, shows two amounts for each product included in the order. It shows Price and Row Total. Price is the amount ex. VAT. Row Total is supposed to be including VAT. However, this is always the same price as "Price", in other words ex. VAT. This appears to be a bug. Please look into this.

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