Using Freshdesk

 Hello

Hi, I want to fetch Tickets on the basis of Group ID with the help of API. I am using the below URL for that - http://support.knowlarity.com/helpdesk/tickets.json?filter_name=all_tickets&page=1&group_id=But its giving me all the tickets in the result. Is there any way I can do it.Any help would be greatly appreciated.

I read a blog post a few days ago that talked about how rude it is to call a user that put in an email request and vice versa.  I really liked this article and wanted to share it today but I can't find it.  please help!

We just now noticed that selecting either Yes or No to the question at the bottom of the article "Did you find it helpful? responds with a Please Wait message and hangs.

Legacy freshplug code.

Legacy freshplug code.

When there are a number of ticket interactions,it becomes inconvinient to scroll all the way down to work on the ticket. This Freshplug moves the redactor to the top of the ticket menu, so all that time that you spent, previously, scrolling down to the redactor is now yours to waste. Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"

Unfortunately caller ID only works when phone number is in international format. Any suggestions? My customer database is in standard Australian phone number format. 

This error is probably due to a version mismatch between your Chrome extension and your Freshdesk SDK. Check if you’re running the latest versions of both by clicking on the extension in Chrome. They should have the same version number. To download the latest version of our Freshdesk SDK, open terminal and punch in the following command. npm install http://dl.freshdev.io/sdk/frsh-sdk-1.0.0.tgz -g   To download the latest version of our Chrome extension, click here. Also, make sure that you are executing the frsh run command from within your app project directory. If the problem still persists, let us know below!

 Hi. How i can make a jquery call? For example, that code dont work: $.ajax({cache: false,url: 'http://www.example.com/example.php',type: 'GET',dataType: 'text',success: function(text){    alert(text);}}); Is possible make that work?

Hi,we created a number of articles in the beginning to play around with the tools and different structures but now we cannot find a way to delete them and I am baffeled that I did not find such a basic thing using Google or this site's search? Am I missing something obvious?Thanks in advance,Robert 

I have created some test tags to ticket. They appear in the filter at the left side, but now I would like to remove them. I remove them form the ticket but they are still visible in the filter.Another question is how to add several tags to the ticket at once. I found that I need enter tag, press enter key and then tag option dissapear and I need click on tag tab again and repeat the same steps for the new tag. It would be great if I can enter tags with delimeter like comma or space.

We just experienced a case where our helpdesk and the helpdesk of a partner company got into an autoreply war ( i.e. we forwarded a ticket to them, their helpdesk responded by creating a new ticket and sending a new ticket notification, we responded to it by creating a new ticket and sending a new ticket notification and so on ). We believe that in the 'Edit Contact' page there should be an option saying "Do not send a New Ticket Created Requester Notification". This can be used, as a last resort, when you get involved in such a case.

When I try to view ticket using "helpdesk/tickets/[id].json" (sample below) I get a response from the server: 500 internal server error. At the same time query "/helpdesk/tickets/filter/all_tickets?format=json" returns 200 status code, when using code written below What I do wrong? Here is sample:  final HttpClientBuilder hcBuilder = HttpClientBuilder.create(); final RequestBuilder reqBuilder = RequestBuilder.get(); final RequestConfig.Builder rcBuilder = RequestConfig.custom();      String ticketsUrl = "/helpdesk/tickets/" + ticket_id + ".json";           HttpContext hccContext = FreshdeskAPI.getAuthHttpClientContext(       reqBuilder,       rcBuilder,       hcBuilder,       UriComponentsBuilder         .fromHttpUrl("https://MY_DOMAIN.freshdesk.com")         .path(ticketsUrl).build().toString());     // Execute:      RequestConfig rc = rcBuilder.build();     reqBuilder.setConfig(rc);     HttpClient hc = hcBuilder.build();     HttpUriRequest req = reqBu

Hello,I would like to implement a seachfunction from outside freshdesk, because I want to connect freshdesk with out phones.I'd like to search contacts via phonenumber in freshdesk. Something like that:https://DOMAIN.freshdesk.com/search/home/suggest?term=TELEPHONENUMBERThere seems to be no way of search ing via API.Is there any other way?ThanksMarco

On the plan pages I don't see any tiers that list Multiple SLA policies as a benefit.  I'm on the blossom plan and do not seem to have the ability to add another SLA. Can I get some clarification this feature?

I want to create a dispatcher rule that sends an email to our PagerDuty service email address when certain ticket conditions are met ("Urgent" in the subject line or submitted during non-business hours). How do I do this? I'm not a developer but I'm fairly tech savvy. I did this exact setup in Zendesk but their UI made it fairly simple to set this up. Poking around through the admin section of Freshdesk I don't see any way to do this other than in the Dispatcher rule itself where I am to create a webhook.  Can somebody help me create this webhook to generate an email to be sent to an email address external to my Freshdesk? Or if you can point me to where this has already been addressed I could probably follow along.

This is really a solution and not a problem, but there were several forum threads discussing this.  We were told by more than one person in Freshdesk support that in the Garden Plan it was not possible to support Simple SSO with multiple products (websites).  It took some doing (and using features that are not currently well documented) but we did get it to work. First some background from what I learned in this process: Freshdesk multi-product support works off of the request hostname.  So, to get multi-product support to work you create a DNS CNAME record that points multiple (one per product) hostnames to your "default" product page (yourproduct.freshdesk.com).  You will still use https://yourproduct.freshdesk.com to get to your default product page, but you'll use the other host names to get to your other products (you could ignore the default product as well and only use the "other" products by simply not publishing the default product hostname). So, you can have the f

Hi, We are trying to integrate mobihelp SDK in Android project using Android Studio 2.2. We have followed the steps as mentioned in Integration guide and able to compile the project. But getting below error as soon as we call MobilHelp.init() method. Caused by: com.freshdesk.mobihelp.exception.MobihelpComponentNotFoundException: Component of Mobihelp SDK not found in your app's AndroidManifest.xml + (com.freshdesk.mobihelp.activity.FeedbackActivity missing!) Can you please help resolve this issue? Thanks, Girdhar Patel Technical Manager - Android

So I was trying to follow the API documentation to save a contact with custom fields. Contact is success created with no custom fields. But when I provide custom fields to it,I get error.   $postData = array( "name"=> trim($name), "email" => trim($email), "phone" => trim($phone), "mobile" => trim($phone), "custom_fields" => array("lb_module_id" => $member_id, "lb_user_id" => $user_id, "lb_module" => $module) ); $url = "https://".$this->domain.".freshdesk.com/api/v2/contacts"; $this->curl->setOpt(CURLOPT_USERPWD, $this->apiKey.":x"); $this->curl->setHeader("Content-Type", "application/json"); $this->curl->post($url, json_encode($postData)); if ($this->curl->error) { var_dump($this->curl->response); return 'Error: ' . $this->curl->errorCode . ': ' . $this->curl->errorMessage; } else { return $this->curl->response; }  

When I do a get to https://company.freshdesk.com/api/v2/contacts I only get the first 30 contacts unless I manually use the per_page parameter. Also is it possible to export company name in the response not just the company_id? Code in attached file. Any help would be much appreciated. Thanks, Matt

Hai friends

<div id="trcWidget" title="TRC Widget"> Checking </div> <script type="text/javascript"> var istrc = "{{ticket.custom_fields.istrc}}"; if (istrc = null) {alert("It's null")}; if (istrc == "true") { $("#trcWidget").html("This is a TRC"); } else { $("#trcWidget").html("NOT a TRC"); } </script>  This gives me the error  Cannot read property 'html' of null

When you close a ticket, instead of pulling up the general "Tickets" page so that you can get cracking on the next ticket, Freshdesk grounds you on the same page. However, with this Freshplug, you can quickly move onto the next ticket list by directly opening the "Tickets" page, everytime you close a ticket. Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"

I want, and need, to get list of tickets, agents, etc, with a method to get total list. Example: /tickets I get 30 tickets, if I want to know I need to call again and again same method, then count list. A better method is a resource, tickets/count, contacts/count, with filter option, or better in the same answer get: Tickets ['total' = 29, 'page' = 1, 'next_page' = ] for this specific view as Zendesk.