Using Freshdesk

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/tickets" params='{ user: apikeyhere, pass: "X", sendImmediately: true }' handle-as="json" last-response="{{ajaxResponse}}"></iron-ajax> <template is="dom-repeat" items="[[ajaxResponse.items]]"> <mhc-ticket ticket-id="[[item.id]]"></mhc-ticket> </template></template>

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:https://myaccount.freshdesk.com/agents/2222222222/edit ( CORRECT ) instead of: https://myaccount.freshdesk.com/contacts/1111111111/edit ( WRONG ) which is what currently happens and which is correct only for regular users.

 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, and the correct view after a couple of reloads on the right for comparison. For both examples, the console logs a few errors. But the one the left above logs one error that the one on the right doesnt: Clicking on the "146:10" link takes me to this view:

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";     Stream dataStream = request.GetRequestStream();     dataStream.Write(byteArray, 0, byteArray.Length);     dat

M is Modern. Strong topic colours. Simple typeface. Spotlight rests on your content.    M is Minimal. Preview: freshplugs.freshdesk.com

Hello, it is possible to add through code Name and E-mail from a client on the Android module?

Hi,SSO authentication keep failing after applying change in SSO.Recently I received email about the change about SSO. And I have applied but still keep failing. Below is changed code - I have added shared_key for hash. Could you check what's wrong? Or Is there any error response while login by SSO? def freshdesk_sso_redirect(user): timestamp = '%d' % (datetime.utcnow() - datetime.utcfromtimestamp(0)).total_seconds() payload = user.full_name() + app.config['SSO']['freshdesk']['SECRET'] + user.email + timestamp hashvalue = hmac.new(app.config['SSO']['freshdesk']['SECRET'], payload, md5).hexdigest() return redirect(app.config['SSO']['freshdesk']['REDIRECT_URI'] + '?' + urlencode({ 'name': user.full_name(), 'email': user.email, 'timestamp': timestamp, 'hash': hashvalue })) 

under reports  >  time sheet When i try to filter for 30 days under a client the reports loader just hangs.. " Generating Report..." I'm doing this in the latest version of chrome 

we have a few groups set up on our account and agents are assigned in admin to only view their groups but are able to see all group tickets and activities 

Hi, When I try to login it says that my account is suspended. Can you help? Thanks, M. Diarra

I'm trying to convert our 1.0 code over to 2.0 and the JSON data structures seemed to have changed and when I went to the samples I found that the number of 2.0 samples are very slim and not very helpful.  They are basically just an incomplete codification of some of the curl requests in the API documentation and I've not found any PHP one that really shows any data handling.The initial API samples seemed to have a little more meat to them them where the 2.0 ones are barely squeaking by and require some additional parameters to even make them work (I had to disable some SSL verification through curl options to make the PHP ones work.)It would be nice if many of the samples were expanded to do more than just mimic the get commands and went a step farther and stepped through some of the returned arrays demonstrating how to address the elements.  I'm presently working on one to list the members of a specified group recreating an API 1.0 function we have in a production application (adds/r

We have a private customer support portal, available only to "Verified" customers.To make that work, Freshdesk recommended that we could simply turn off the Email Notification - User Activation Email and verify customers manually. This does prevent a person who's emailed in an issue from automatically getting an activation email. When a user visits the portal url they are asked to log in. As they've not been verified, they cannot. So far, so good.But unfortunately, if they click on the "forgot your password?" link, they are prompted to enter their email address and are sent a link to set a new password. Once they do this they are verified.Major fail.For this mechanism to work:The forgot password process should check first to see if the user is verified. If they are not verified:- If the User Activation Email is enabled: it should be resent with a new timed link. - If the User Activation Email is not enabled: the user should be sent a message, configurable by a Freshdesk administrator,

Hi,We just put Freshdesk into production mode and there's a major issue with replies - sometimes the replies show up as blank and we can't figure out whether they're going out as blank emails to the requesters, or if the information is in there somewhere.Attached is what it looks like (circled in red).The ticket XML for that entry looks like this:<helpdesk-note> <body/>  <body-html><div></div> <div><div></div></div></body-html>  <created-at type="datetime">2014-01-30T13:54:48-07:00</created-at>  <deleted type="boolean">false</deleted>  <id type="integer">XXXXXXX</id>  <incoming type="boolean">false</incoming>  <private type="boolean">false</private>  <source type="integer">0</source>  <updated-at type="datetime">2014-01-30T13:54:48-07:00</updated-at>  <user-id type="integer">XXXXXXX</user-id>  <attachments type="array"/>  &lt

Hello,would be really helpful to be able to automatise the agents availability on a time basis or at least via APIs