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Using Freshdesk

CX and Customer Support

4786 Posts
M
Contributor
marco.bischoff_16667Contributor
posted in Archives - Freshdesk
Custom Apps on mint

HiWe've switched to the mint version. Now I realized that my custom apps are not supported. What is the plan for existing custom apps?Best regards,Marco

271
aravind.sundararajan
Skilled Expert
6 years ago
D
Apprentice
dphetsadaApprentice
posted in Archives - Freshdesk
PERSONAL NAME - public view

 Just wanted to post a concern and a warning for those using Freshdesk.  At one point, My "Agent" name was somehow swapped with my real name, First and Last. This is concerning because I'm not trying to get messages outside of my helpdesk and into my personal social media account,, etc.. So please double check your "Agent" alias.  And if you are admin for a team, please inform your team if they are using an alias.  East agent much change the profile name themselves.  The profile change is ported to Freshworks.  An admin cannot change their names for them.  It must be done personally.Freshworks team.. please be aware of this.-DS

501
aravind.sundararajan
Skilled Expert
6 years ago
R
Apprentice
redesApprentice
posted in Archives - Freshdesk
Your account has been temporarily blocked

hi my  account has been temporarily blocked and i can´t acces now, how can i restore it again?

111
aravind.sundararajan
Skilled Expert
6 years ago
S
Apprentice
sonya.whitneyApprentice
posted in Archives - Freshdesk
Random inserting of agent name into reply email

Setting up the reply template and keep having the agent name randomly inserting itself all over the place - might be at the top, might be in the middle of the template text, might appear more than once.How do I stop this happening

331
S
Community Debut
6 years ago
aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert
posted in Archives - Freshdesk
AMA with the Freshdesk team - May Edition

Hello,We're excited to be back for the second edition. Join us on Thursday,24th May 2018 from 8.30 pm to 9 pm IST (GMT+5.30). Stay tuned for updates to follow!Cheers!

423
aravind.sundararajan
Skilled Expert
6 years ago
Z
Contributor
zain.textpressContributor
posted in Archives - Freshdesk
Customer Login with facebook Google + and twitter

HI Pros.I want to ask that is there any API which support to register users with their Social Media (mentioned in title) account. And if there is way to do that please mention that way in the reply.Thanks IN Advance..Regards,Zain

110
Z
Contributor
6 years ago
B
Apprentice
basstaijiApprentice
posted in Archives - Freshdesk
Tickets with custom integration properties~~!

I want to know if I can get access to values from Freshdesk app integrations using the Freshdesk API. For example, if a ticket has a Jira ticket attached to it using the Jira Freshdesk App, can I write a script to get that data or at least just know if there is a linked Jira or not. ~~

110
B
Apprentice
6 years ago
Z
Contributor
zain.textpressContributor
posted in Archives - Freshdesk
Push Notification

Hi Guys, I am looking of the push notification, When agent replies to the ticket then i want to send the push notification to customer mobile. Is there socket for fresh desk to get the notification, or any other method to develop this feature?Regards,Zain

180
Z
Contributor
6 years ago
C
Apprentice
carolina.balderramaApprentice
posted in Archives - Freshdesk
How to obtain resolution and first response time (in hours) through the API

Hello, is there a way to get the first reponse time, and the resolution time in hours thorugh the freshdesk API?If there is not, how could I calculate this ? I'm guessing with the created_at date and resolved_at date for example, but how can I take in count the work hours or the weekends. What would be the exact way of getting this times?.Thanks..

810
C
Apprentice
6 years ago
N
Contributor
nithin_16005Contributor
posted in Archives - Freshdesk
Font not loading in localhost

Hello TeamWhen we develop custom apps, the fonts are not loading from https://static.freshdev.io/fdk/2.0/fonts/glyphicons-halflings-regular.woff2 due to access control issue. Attached screenshot.Please take a look at this.

1644
N
Contributor
6 years ago
R
Apprentice
ricardo.anchondoApprentice
posted in Archives - Freshdesk
create ticket with attachments amd custom fields from ajax with php

Can anyone provide me code PHP code to create ticket with attachment and custom fields please.

743
R
Apprentice
6 years ago
H
Contributor
hugo.pascalContributor
posted in Archives - Freshdesk
Get the type of fields from the API

 Hi all,I retrieved all the ticket fields thanks to the following call :"/api/v2/ticket_fields"but we don't get the type of each field.When creating a new ticket by passing these fields, we get the following error message:"Value set is of type String.It should be a/an Integer"Can we retrieve this information ?Regards,Hugo

661
aravind.sundararajan
Skilled Expert
6 years ago
Z
Contributor
zain.textpressContributor
posted in Archives - Freshdesk
Contact Login

Hi Guys,I am trying to view all tickets of a contact and trying to login as a contact with email and password using API list but what i am getting is Response are {"code":"invalid_credentials","message":"You have to be logged in to perform this action."}what i am doing that i am calling the function to view all tickets and for authentication i am passing email & password to the curl even though my credentials are right, am i doing something wrong?

11610
aravind.sundararajan
Skilled Expert
6 years ago
P
Apprentice
peter.chanApprentice
posted in Archives - Freshdesk
Cannot upload the app zip file

Hi,I am trying to upload the app(zip) in https://www.freshdev.io/However, it says the zip file is not valid when I publish and upload the zip.Is there any way to track what the problem is?I am using MacOS 10.13.4.Node version is 6.14.2Freshwork Cli version is 4.3.1

963
aravind.sundararajan
Skilled Expert
6 years ago
R
Apprentice
ricardo.anchondoApprentice
posted in Archives - Freshdesk
Unexpected/invalid field in request

i have this error in php 400 {"description":"Validation failed","errors":[{"field":"attachments[]","message":"Unexpected/invalid field in request","code":"invalid_field"}]}this is my code$ext = pathinfo($_FILES['file']['name'], PATHINFO_EXTENSION); $mimetype = ""; if (isset($types[$ext])) { $mimetype = $types[$ext]; } else { $mimetype = "Desconocida"; } $filename = $_FILES['file']['name']; $filedata = $_FILES['file']['tmp_name']; $filesize = $_FILES['file']['size']; $ticket_payload = json_encode(array( "description" => $descripcion, "subject" => $asunto, "email" => $correo, "priority" => intval($prioridad), "status" => intval($estado), "cc_emails" => array("ram@freshdesk.com", "diana@freshdesk.com"), "custom_fields" => $custom_fields, "attachments[]" => curl_file_create($filename, $mimetype, $filedata), ));

8030
R
Apprentice
6 years ago
T
Contributor
travis.snyderContributor
posted in Archives - Freshdesk
Fedex Tracking

Hello Freshdesk Community,I am having issues trying to get Fedex Integrated or even send a canned response with a placeholder put into the link.Does anybody have experience with this?For example I put https://www.fedex.com/apps/fedextrack/index.html?action=track&tracknumbers={{ticket.cf_return_tracking_number}}&locale=en_PT&cntry_code=pt_englishin a canned response and it outputs.https://www.fedex.com/apps/fedextrack/index.html?action=track&tracknumbers=%7B%7Bticket.cf_return_tracking_number%7D%7D&locale=en_PT&cntry_code=pt_englishIt will not put in the placeholder into the link and it will not work on the Fedex Website for obvious reasons.  I was also looking to get information on sending the tracking number to the Fedex website and pulling a shipping status if anybody has any information on that I would be exceptionally grateful.  

2642
L
Community Debut
6 years ago
J
Apprentice
j.bennegentApprentice
posted in Archives - Freshdesk
Access custom_fields with JS API

Hello,I have created a custom field alled "dringid" on my contacts.It appears when I perform a curl requet : curl -u APIKEY:X -X GET https://dring.freshdesk.com/api/v2/contacts/43000011679 {"active":false,"address":null,"company_id":null,"view_all_tickets":null,"description":null,"email":"matt.rogers@freshdesk.com","id":43000011679,"job_title":null,"language":"en","mobile":null,"name":"Matt Rogers","phone":null,"time_zone":"Eastern Time (US & Canada)","twitter_id":null,"custom_fields":{"dringid":"189"},"tags":[],"other_emails":[],"facebook_id":null,"created_at":"2018-05-11T12:47:15Z","updated_at":"2018-05-11T14:19:06Z","other_companies":[],"avatar":null} I'd like to use it in my custom app with the JS library. $(document).ready( function() { app.initialized() .then(function(_client) { var client = _client; client.events.on('app.activated', function() { client.data.get('contact') .then(function(data)

475
V
Community Debut
6 years ago
Breezy Themes
Breezy ThemesFreshworks Partner
posted in FreshThemes Gallery
Moose theme for Freshdesk support center

Moose is a high-tech and professional-looking Freshdesk support center theme. It features a light wavy design and easy navigation. Moose is 100% compatible with all Freshdesk functions and it will give your customers a user-friendly, engaging experience. This Freshdesk support center theme has several layout variants and color options. Additional formatting components and Font Awesome make Moose very easy on the eyes. The theme will fit those sites that want to attract traffic through the Freshdesk support center. Like all our templates Moose looks perfect on all devices because it is responsive and Retina ready.Additionally, our Freshdesk support center themes allow you to use your corporate colors and other elements to leave a professional impression on your users. You can either order Branding service from us or make changes on your own as our themes have advanced tools to let you make changes even without coding.Freshdesk support center templates from Breezy Themes:100% compatible

590
Breezy Themes
6 years ago
B
Contributor
budo.renContributor
posted in Archives - Freshdesk
Deleting an account causes that email address to become orphaned and unusable for life - no it doesn't - [solved]

Please read my second posting below this - accounts don't get deleted - they get de-activated (and hidden in the depths of Freshdesk)Deleting an account causes that email address to be orphaned and unusable.There is no way to reset an email address within the Admin UI so deleting an account by mistake renders the associated email unusable for life.Customer Actions in /support/login Customer logs in with Google SSO for first time and account is created Google first time SSO warning is shown and sign in works ok and is redirected back to Freshdesk with logged in status Customer then logs out from Freshdesk Freshdesk Admin Actions in /contactsFreshdesk Admin deletes customer accountCustomer Actions in /support/login Customer attempts log in with Google SSO but gets following error message :- "We are sorry. This page is currently unavailable to you. Please contact the administrator for more information." Customer attempts password reset  but gets following error message :- "No user

2682
aravind.sundararajan
Skilled Expert
6 years ago
K
Apprentice
kenthouse3Apprentice
posted in Archives - Freshdesk
Deleted Contacts and new tickets?

I have seen related tickets, but still have an issue ....Authorised customers and their staff are always subject to turnover. Those contacts who leave need to be deauthorised from helpdesk access. I have no problem with the Freshdesk model of archiving rather than actually deleting customer contacts - that seems sensible.The issue is when a previously archived user comes back and subsequently sends an email to create a ticket. Freshdesk will not send them acknowledgement of the ticket as it matches their address to the 'deleted' account. So the user does not get any response. The ticket is swallowed into the 'spam' folder, so agents don't know it has arrived.Is there a solution to this scenario? Can't see any way to get dispatch'r to trigger any notifications based on 'spam' flag? Some kind of alert to the user or agent would avoid lots of hassle.

952
aravind.sundararajan
Skilled Expert
6 years ago
S
Contributor
smstoharpreetContributor
posted in Archives - Freshdesk
Deleted contacts, can't use same email for new contact.

So we are trying to save our users from database to freshdesk via API. And we have to delete those users since something was missed. We make a script that would create new contacts for us. Now what has happened is that after deleting the contacts, We could not save hem back since the email "should be a unique value". I wanted to know if this still applies to emails of deleted contacts? Since we are still in beta I there could be such more encounters, is there a ways to use freshdesk as sandbox or in testing mode?

593
aravind.sundararajan
Skilled Expert
6 years ago
C
Apprentice
complaintsApprentice
posted in Automations and Workflows
Deleted Contacts and new tickets?

Hi, we deleted all our contacts in Freshdesk in order to start with a better organized situation again.While testing, I noticed that my emails did not go through to Freshdesk. After a long search, I restored the email address I used in contacts again.After this, I send another email, and now it went straight into Freshdesk!Does this mean, that once you delete a contact, and this person sends an email to the email address that is connected to Freshdesk, won't be able to get a ticket?(so, not creating a ticket via "New Ticket", but via the email address).Thanks for the info.

1838
aravind.sundararajan
Skilled Expert
6 years ago
O
Apprentice
ofer.moladApprentice
posted in Automations and Workflows
How to create/view child tickets via an api

Hi,BackgroundI am planning to perform some automation around tickets on freshdesk. The natural way to achieve this is by tracking sub-tasks or sub-tickets for a ticket that was submitted by a user.The list of sub-tasks can be dynamic and require additional data source to create. So I would like an automatic process to generate the sub-tickets via an Api call.The questions- how can I create child tickets via the Api?   I cannot find documentation for this. - how can I list child tickets for a particular parent?- is it possible to view or update custom ticket status via the api.  if so - how can I know what value matches which custom status.With kind regards,Ofer

2421
aravind.sundararajan
Skilled Expert
6 years ago
N
Apprentice
nguyenthanhthuyftu10Apprentice
posted in Archives - Freshdesk
WANT TO UPGRADE BUT DON'T KNOW HOW

We want to have more filter or somehow can sort out our tickets, analysis, and export to diagram report.Can someone advise us????Thanks in advance!

101
aravind.sundararajan
Skilled Expert
6 years ago
J
Apprentice
jukka.raanamoApprentice
posted in Archives - Freshdesk
Cannot cancel attaching an image into an article after selecting "browse"

1. Hit "Insert an image" into an article2. Choose "Browse"3. UI shows existing images--> There is no way to go back to other selection method or cancel the dialog by hitting Esc or clicking outside the dialog. You need to choose one to close the dialog and then remove it. Also the title at that point says "Manage Images" which I think is a bit off.

71
aravind.sundararajan
Skilled Expert
6 years ago

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