Using Freshdesk

why? it is old. for example support.freshdesk.com is encrypted with SHA-2 if i were a potential customer of freshdesk... i think i would doubt to use freshdesk just because my browser says that is it unprotecteddevs?

Hi there, I am using the Sprout plan to try out your services.  I configured my email address.  But emails sent to my company's support email address are not getting converted into support tickets inspite of adding that support email address in the Admin module.  Could you please tell me what is going on?  Or is it that the time taken for tickets to get creaated is more than one or two hours?

 Not getting any alerts for new tickets :(

How to stop sending any kind of email notification to any of the users while moving the old data/tickets via API?

Hi!Has anyone seen or done already integration to Wordpress WooCommerce where the customer orders are displayed with Freshplug for agent when handling the ticket?This could be quite similar with Pipedrive integration "look a like" where customers data (orders in this case) are retrieved as a table with Freshplug.I tried to google this without any succeed. Existing WooCommerce Freshdesk integration does not seems to be able to do this kind feature - it's acting like more vice versa as it is now and providers like Zapier only add's private or public notes to the ticket when some trigger's happens. WBR Kim Hiekkanen

From today, I'm not able to login to our Freshdesk account using google auth. https://support.rubiconred.com

 Since last week we have a strange problem inserting a link in a message. When I click the link icon and choose "Insert link", the whole screen fades out to allmost white and there is no popup anymore to insert a link... But sometimes it works without a problem. (on the same computer, same day... just a few hours later) Now we can't insert links anymore... and we use this function a lot.

Customer is not intimated in any way that agent has replied to their ticket. If he/she does not open app or freshdesk page.Is there any way to send a mail to customer when agent reply on ticket?

Hi, I am busy setting up the Freshdesk / Slack ticket creation, but notice from documentation that it will take the last 200 messages from a conversation as text when creating the ticket. Is this true ? 

I haven't done thorough testing of this, but it's been brought to my attention that a ticket hadn't been responded to although it wasn't in our new tickets list. I specifically recall looking at this ticket in the Android app but I didn't make any updates to it and I recall this happening with another ticket recently.

Hi Guys, I used the following method to delete a user: https://freshdesk.com/api#delete_user Is there a way to recover this user? I can't seem to re-active this user and can't create a new one cause "The email adres is already in user". Cheers, Tim

i would like to cancel our account and request a refund of the money we have sitting for phone min usage, your system was not able to meet our needs 

Back in April, an article was posted showing the new Customer Satisfaction Survey and stating it would be rolled out in a few weeks. I am on an Estate plan and have yet to see any changes. Any idea on when this will be completed?

We've been manually exporting data from the front-end and analysing ticket and agent performance based on various time-based data as well as SLA and status data. As the dataset has grown, this process has become impractical.I've been exploring the API V2 and find that it's quite restrictive in terms of the ticket fields on offer. More specifically, it excludes the following fields from the GET request for all tickets: - Resolved time- Closed time- Resolution status (within SLA or not)- First response status (within SLA or not)For us, and most likely many of your clients, these field are essential to our reporting efforts.I understand that including all fields currently available in the front-end export, in the API response may carry a large performance over-head on your side.However, It would be very useful to be able to specify additional/optional ticket fields to include in the GET request (perhaps you could limit it too a certain number of optional fields).Looking forward to your re

We work with a number of customers who need approval from their line manager before we are allowed to work on the tickets.Is there a way to allow specific non-agent users to mark a ticket as approved?

We have been having a re-occurring problem with our customers never receiving our responses, even though we can see on our end that we have responded. Has anyone else had this issue? It's really bad for us because then they go on our social media and complain about being ignored. Is there anything we should look into or do to make sure that customers receive a response?

Android device will sync all contacts.

I've recently enabled user forums on my site, and I notice that whenever someone posts, it raises a ticket. This is really annoying. Is there any way to disable this ?

I testing app

Hi, I'm trying to change email notification settings at Admin > Helpdesk Productivity > Email Notifications. When changing the slider on/off for any notification, the change is not saved when reloading the page. The ajax call in the background returns {"success":false,"msg":"An internal error occured.  Please contact support."}, Clicking Edit > Save also shows the message "An internal error occured. Please contact support." Any suggestions? Thanks for your help.

We have some customers/clients reporting that they are not receiving our ticket updates via e-mail every once in a while.  It's very possible they have some sort of spam filter catching the message but I wanted to know if there was somewhere we could verify that the message was sent from the Freshdesk system successfully? Is there any sort of log or "sent message" list we can review?

<div id="edit_requester_link"></div> <script type="text/javascript"> jQuery('#edit_requester_link').closest('.widget').removeClass('widget'); jQuery(document).ready(function() { if (jQuery("div#contact_info_default div#requester-details-info img.thumb").length) { jQuery("div#contact_info_default div#requester-details-info img.thumb").wrap(jQuery('<a>', { target: jQuery('div#requester-details-info div.user_name a').attr('href').replace(/\//g, '_'), title: ' Edit user ' + jQuery('div#requester-details-info div.user_name a').html() + ' ', href: jQuery('div#requester-details-info div.user_name a').attr('href') + '/edit' })); } if (jQuery("div#requester_info div#requester-details-info div.preview_pic").length) { jQuery("div#requester_info div#requester-details-info div.preview_pic").wrapInner(jQuery('<a>', { target: jQuery('div#requester-details-info div.user_name a').attr('href').r

 This has been happening randomly since the email change a while back, but it is now to the point where we are probably going to just cancel our service with you. What happens is, a customer's email blocks an email from Freshdesk one time, then Freshdesk puts them on some kind of 'bounce list' and no longer attempts to email the customer. This means that even after the customer's email system has white listed Freshdesk, they cannot receive any communication from us until we contact Freshdesk to have their email allowed again. The big problem (and this is beyond insane), is that your system does not alert us that it's not delivering our messages to the customer. This means that our customers simply receive none of our answers to their helpdesk ticket, and we have no idea they are not getting the replies. We nearly lost a customer due to this!! Let me make it very clear, we were considering legal action against your company if we had lost this customer. You cannot have a system that simp

When i try to update a ticket sending an array of emails for "reply_cc_emails" index it returns "errors:[{field: "reply_cc_emails", message: "Unexpected/invalid field in request", code: "invalid_field"}]"I would like to know if it's possible by API.Thanks,

 Is there any liquid variables reference for Freshdesk? I mean like this one for Shopify https://help.shopify.com/themes/liquid/objects/customer#customer-has_account. Couldn't find it so far. Thanks!