Using Freshdesk

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 produc

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-

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”

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.

I'm evaluating every ticket tracking software I can find.  Freshdesk is definitely leading the charge.  However, I'm also trying Trakdesk and there are some uncanny similarities.  What is the relationship between Freshdesk and Trakdesk?

Has anyone done this?  I tried sending it as a param based on the nodejs sample but it doesn't seem to work. <template is="dom-bind" id="app"> <iron-ajax auto url="https://mhchelpdesk.freshdesk.com/api/v2/tick

I noticed the API url is freshdesk3.highrise.com so I was curious.  

There is no space after the comma.  Also, the comma is unnecessary. Also it's a poor photoshop job around his right ear.  :)

If the link to the user page of an Agent ( the link at the Requestor Info section of the ticket page ) is: https://myaccount.freshdesk.com/users/1111111111 then the browser is redirected to:https://myaccount.freshdesk.com/agents/2222222222 as expected. This is the correct action. This should also happen with the Agent edit page. For example, if the link is:https://myaccount.freshdesk.com/users/1111111111/editand the user is an agent, the browser should be redirected to:

 Hi, haven't found anything yet, so I try it here now. Is there a way to execute a scenario for a ticket by the API? I also tried already a CURL Post on myname.freshdesk.com/helpdesk/tickets/ticketid/execute_scenario and a direct request on the entire URL, but both give me a 404 Any suggestions? Regards Andi

 Test api call

Hi forum -  We are finding that when viewing a ticket from the helpdesk (eg. mydesk.freshdesk.com/helpdesk/tickets/128) that more than 50% of the time, the ticket view does not load fully on the first attempt. The green "loading" bar at the top of the screen gets about 70-90% of the way along and then stops. Nothing appears under "Ticket Properties" On long threads, only the first and last few comments appear, and the "Expand" button does not show. The problem usually goes away after one, two or three page reloads, but constantly having to do this on almost every ticket is very annoying. This occurs on Chrome and Firefox (latest versions). The screenshot below shows the first attempt to load the ticket on the left,

Hi support, We're facing a problem with an automatic scenario which : - Set the current agent as the ticket's agent - Send an email - Add a private note - Set a defined type - Set the ticket as resolved The problem is that when we look at the reporting, these resolved tickets are note related to me (Morgan) ; this morning I worked on 66 tickets, and solved them, but he just count 3 tickets, instead I set them as resolved. ( => see attachment) Can you explain us what happened ? My automatic scenario is in attachment also. Many thanks, Morgan (count : snieditions.freshdesk.com)

Is there anything that I need to do in order to use the API version 2?I try and curl the example endpoints for our company domain and receive a 404 not found response.

I've decided to use Vimeo over YouTube for training/help videos, due to slightly better privacy settings.   Have people had success embedding vimeo into Freshdesk? Any concerns or things to watch out for?

Hi GuysI'm trying to optimize usage of your API and there is a huge problem with getting all tickets that have status other that Closed and Resolved.Filter new_my_open returns just tickets with status = 2all_tickets fetches all tickets (including those I don't need) which requires more requests than it's necessary. In short words I'm looking for a way to get status != 4 AND status != 5Any ideas?

I need a way to disable the "Ticket Reopened" notification. The FUNCTION itself is very useable to us, however receiving the notification e-mail "Ticket Re-Opened" every time the ticket is reopened is flooding our helpdesk.please let me know

 I can't see any way of deriving the closed time for a ticketwith the data available through the API. The Excel/CSV export does include this data.Please add status change timings to the API so that it reflects the data available in the file export.Without this information the API is pretty much useless for reporting/analytics. All I really need to do is extract the ticket fields for later processing in my reporting database.Thanks for your help.

I am trying to create a C# function which will allow a user to reply to a ticket but i gt a 401 Unauthorised error. Could anyopne help please. the code I have is: public static void ReplyToTicket(long ticketId) {     string json = "{\"priority\" : 1,\"status\" : 2, \"body_text\" : \"ABCDEFGHI\" }";     byte[] byteArray = Encoding.UTF8.GetBytes(json);    HttpWebRequest request = HttpWebRequest)WebRequest.Create(APIPATH + ticketId.ToString() + "/reply");     request.ContentType = "application/json";     request.Method = Ticket.GetHttpRequestMethod(requestMethod);     request.ContentLength = contentLength;     string credentials = Convert.ToBase64String(Encoding.Default.GetBytes(USERNAME + ":" PASSWORD));         HttpWebRequest request = GetHttpWebRequest(HttpRequestMethod.Post, json.Length, ticketId, true);     request.ContentType = "application/json";

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