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Using Freshdesk

CX and Customer Support

4884 Posts
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Apprentice
adam.stubitsApprentice
posted in Archives - Freshdesk
Feedback Widget and Sharepoint

We would like to add the Freshdesk Feedback Widget to our intranet which is built in Sharepoint.If possible we would like have the User Email Address field populate with the Sharepoint user email address.  Is this possible?  Has anyone had luck with this?Thanks!

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aravind.sundararajan
Skilled Expert
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Contributor
willianContributor
posted in Archives - Freshdesk
filter v1 x Search V2 MINT

Hi for all....I am having problems using the search in v2 ... mainly in custom fields ... for example, I used the ticked_fields api to get the list of fields ... ok ... now the name of my field that I want to filter is os_apigts ... then the curl command would look like:curl -v -u moser@softdata.com.br:pass -H "Content-Type: application/json" -X GET 'https://softdatabr.freshdesk.com/api/v2/search/tickets?query="os_apigts:10586"'But it does not work ... what am I doing wrong?

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thanos.massiasContributor
posted in Archives - Freshdesk
API v2 missing functionality

 While porting our freshplugs to the v2 of the API, we noticed some missing functionality:1) Querying Contacts ( /api/v2/contacts  ) for an agent ID no longer works. Now one has to query Agents ( /api/v2/agents/ ) for that. The problem is that I may have a user ID and not know if it is a Contact or an Agent. Then, I query it as a Contact, get a 404 and go on to query it as an Agent. Adds complication and increases the number of queries.2) Querying Tickets ( /api/v2/tickets  ) no longer returns responder_name or status_name. You can get the responder name with a query on Agents ( /api/v2/agents/ ) against the responder_id you get but it adds complication and increases the number of queries. No idea how to get status name.Please, add this functionality back again. It will simplify coding and reduce the number of queries.

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rfelicianoApprentice
posted in Archives - Freshdesk
Disable End user login to portal.

Hi- I would like to know if it is possible to have the end user submit a ticket just to by emailing to help desk without having to create an account? I would like to test this in my environment before I grant the end user access to their own portal.  Please let me know if this is possible.

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aravind.sundararajan
Skilled Expert
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Apprentice
christina.shannonApprentice
posted in Archives - Freshdesk
Not all fields available to contacts on New Support Ticket form

The ticket form available for customers does not have all of the required fields i.e. is not the same as the agents form, only 'requestor' , 'subject' and 'description' fields available, which is not sufficient:I need to have all of the fields available:i.e. type, status, priority, assign to

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aravind.sundararajan
Skilled Expert
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Contributor
anishkumarContributor
posted in Archives - Freshdesk
Error while running "fdk validate"

I have created my first serverless app by following the steps in freshdesk document, while trying to validate using command 'fdk validate' facing the below errorValidation failed due to the following issue(s):server/server.js::2: Parsing error: The keyword 'const' is reservedMy server.js code:'use strict';const unirest = require('unirest');exports = {  events: [    { event: 'onTicketCreate', callback: 'onTicketCreateHandler' }  ],  // args is a JSON block containing the payload information.  // args['iparam'] will contain the installation parameter values.  onTicketCreateHandler: function(args) {    console.log('Hello ' + args['data']['requester']['name']);  }};

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helpdesk_17470Apprentice
posted in Archives - Freshdesk
Supervisor Rule does not trigger when dropdown field not "set"

 I have a supervisor rule that is intended to trigger on 3 conditions1) The ticket has a status of "Test Status"2) It is >1 hour since the agent responded3) The "follow up email" field does not have a value of "Yes"The "follow up field" is a Yes/No dropdown, and defaults with neither value selectedI have tested the rule, incrementally adding the 3 conditions, and the rule fires fine until I add in the third rule.Does the supervisor rule not handle null or indeterminate values in fields?I am unable to set a default valueof "No" on this field, so have set up another rule with the aim of setting the field to "No" where it has a value of "None", hoping that by explicitly defining a "None" value that it will handle it ok.Would this be better achieved with a tickbox, and does a tickbox default to a value of unchecked/selected?

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pete_17464Apprentice
posted in Archives - Freshdesk
Grab agent's current reply text

Anyone know if it is possible to grab the text from the editor that an agent has typed before they submit the reply?I have a custom app located in the "ticket_conversation_editor", and I can insert text into an agent's reply using this syntax:client.interface.trigger("setValue", {id: "editor", text: "value", position: "end"});However, I want to be able to pull the text or HTML content that the agent has typed so far in order to allow them to push it to an external endpoint. This would eliminate the need to tell the agent they need to copy their response to their clipboard before opening the custom app to then paste it into the provided textarea.

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uros.vogrinecApprentice
posted in Archives - Freshdesk
error Scheduled maintenance is under progress

Dear all,I'm getting this error from today. Can you check please? BrUros

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aravind.sundararajan
Skilled Expert
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Apprentice
anshulApprentice
posted in Archives - Freshdesk
API for replying to an existing ticket

No doubt, it's a great support system that freshdesk is.While the API provided do almost everything, they lack the feature of adding replies to a given ticket.This may be helpful if a customer wants to have their own interface for freshdesk. The user would be able to reply his or her thread right from customer website rather than following interface provided by FreshDesk.Cheers.

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aravind.sundararajan
Skilled Expert
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Apprentice
michal.witkowskiApprentice
posted in Archives - Freshdesk
Telephony App

Good morning.I am trying to write an app/plugin/integration for Telephony company.What I am trying to accomplished:a) visible all the time app - like in ticket_top_navigation (I saw some apps are visible in the right bottom corner, but I can't find that in documentation)b) put an iframe inside this app (It worked for the first time, now I doesn't)c) configure click to dial (so the user will trigger an iframe action on clicking telephone icon)There are more but I know how to to the rest - at least I think so.Thanks!

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aravind.sundararajan
Skilled Expert
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Contributor
contact_14975Contributor
posted in Archives - Freshdesk
Turn off email notifications while creating tickets via API

Add the possibility to use API call and avoid sending emails while creating tickets via API.

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contact_14975Contributor
posted in Archives - Freshdesk
Add the "created_at" field to API V2

The "created_at" field is not available in API v2. It's not possible to create tickets with custom date/times via Freshdesk API.Please, add this field to API v2.

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onlinebiblesupportContributor
posted in Archives - Freshdesk
Do not get list of solution articles

As of today I can no longer include a normal link to the knowledge base. If in a reply I click on the link for solution documents, I get a blank screen. If I type /s I can press enter, enter a description and nothing happens. Canned responses do work normally.

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Apprentice
rich.dillonApprentice
posted in Archives - Freshdesk
Cannot edit agent phone number

The phone number is grayed out under 'Edit Agent'. How do I change it?

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aravind.sundararajan
Skilled Expert
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Apprentice
yasaswini.balasubramaniamApprentice
posted in Archives - Freshdesk
Custom app for JIRA Ticket-Tag

The new JIRA custom app helps in automatically tagging your helpdesk tickets based on issues that are imported from your JIRA account. This custom app works alongside the Freshdesk-JIRA integration. For you to be able to use this auto-tag feature, the JIRA app for Freshdesk must be enabled in your helpdesk. For help with linking your JIRA account with your helpdesk, click here. To install the JIRA Ticket-tag custom app: Download the zip file  Unzip it and open the .txt file containing the code. In Freshdesk, go to Admin -> Apps -> New Custom App. Title it “JIRA tags” and paste the code copied earlier. Make sure “Show this widget in the ticket view page” is enabled. Click on “Create and Enable. If tags are not generated automatically, please go to “Admin → Apps → Get More Apps → Atlassian JIRA” and make sure it is enabled.

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Apprentice
marco.franseApprentice
posted in Archives - Freshdesk
Announcements specific to a portal page

It appears that announcements are site-wide. But what if you want to show announcements only on certain pages? e.g. we have a customer portal and we would like announcements that are specific to this customer portal only not site wide.

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aravind.sundararajan
Skilled Expert
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Apprentice
jimmy.andrewsApprentice
posted in Archives - Freshdesk
Is the API documentation complete

I want to write a small app that polls for any open urgent tickets.The API shown here http://freshdesk.com/api/tickets/ shows methods for getting every ticket, and getting all tickets for a user by email.I was wondering if there was some options that aren't currently documented, such as by priority and/or by status.If not I can still just grab every ticket ever and scan through using XPath but that causes a bit more of a burden on bandwidth than I would like to avoid if possible.

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aravind.sundararajan
Skilled Expert
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Contributor
solenwin2Contributor
posted in Archives - Freshdesk
Hong En

Over full service,

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Contributor
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Apprentice
michael.shimminsApprentice
posted in Archives - Freshdesk
Clicky analytics support

It would be great if an extension for Clicky analytics (http://clicky.com) was available (similar to how Google Analytics is available).We (and many others) use Clicky in preference to GA.

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aravind.sundararajan
Skilled Expert
A
Contributor
alessio.fattoriniContributor
posted in Archives - Freshdesk
MailChimp integration

Can mantain in sync customers/company on freshdesk and mailchimp? In what way?

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Contributor
n.cooperContributor
posted in Archives - Freshdesk
A field in API response to see if a ticket is closed on time or violate SLA rule

 Hi there,I'm trying to access tickets info from a company web page, which we used as a internal dashboard to collect data and show. I'd love to be able to see if a closed ticket is resolved on time or violate the SLA rule, just as we see in the Tickets menu in freshdesk.Currently the API only provide me ticket status, which can be CLOSED, and last updated time, which can be later than due date if our support guy operate after ticket closure. Is it possible to add a field to identify if the ticket close late or on time? Or a field of when the ticket is closed will also work.Thanks,Sherry

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aravind.sundararajan
Skilled Expert
M
Apprentice
maxApprentice
posted in Archives - Freshdesk
API to send response to ticket

I want my external program to be able to post request to some ticket, but there is only adding note possible

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aravind.sundararajan
Skilled Expert
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Apprentice
jannisApprentice
posted in Archives - Freshdesk
Installation Variables - Validation Failed

Hi, I have created a custom App in order to improve the speed of answering Tickets by our Teams. I tested the App locally and everything worked fine. But when I want to install the custom App and want to fill out all the fields I defined, I get an error saying "Validation Failed". But I have not set up any validation for the Installation Parameters, neither are any of them required. Under every field Freshdesk is showing the Error Description "undefined". Do you what can cause this kind of error?THank you very much for your help

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m.maiApprentice
posted in Archives - Freshdesk
Our Agent cant send e-mail to the cousromer

 Our Agent cant send e-mail to the cousromer

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aravind.sundararajan
Skilled Expert

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