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Using Freshdesk

CX and Customer Support

4785 Posts
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk
Duplicate reply or note

We've noticed that sometimes an answer to a customer or a note is recorded twice. The duplicate answer or note is exactly the same with the same time. In theory I might have double clicked on the send button, but that seems unlikely. I am using Mint (with a Firefox browser). Any suggestions what causes this, or do others have the same problem 

21211
aravind.sundararajan
Skilled Expert
6 years ago
O
Contributor
onlinebiblesupportContributor
posted in Archives - Freshdesk
How can I find details of errors

I am using the Mint version of FreshDesk. We sometimes get duplicate tickets created when a customer replies using a different email address (or using an alias). I then first merge the customers, but find the ticket merge functionality useless. When merging the two customers, I now got the error "The adapter rejected the commit because it was invalid" ad well as a message that the merge was completed. I realise what the message means (that a commit to the database could not be made). But that probably means something is incorrect. I have not seen this error before. So how can I find out what went wrong and where we need to correct something?

1489
aravind.sundararajan
Skilled Expert
6 years ago
L
Apprentice
lee.masonApprentice
posted in Archives - Freshdesk
SAML error Login was unsuccessful! - Validation Failed : Invalid Signature on SAML Response×

We've setup SSO with azure following the steps online, however when trying to login we receive  Login was unsuccessful! - Validation Failed : Invalid Signature on SAML Response Is anyone else experiencing this issue or able to shed some light on troubleshooting? thanks 

14806
aravind.sundararajan
Skilled Expert
6 years ago
A
Apprentice
asmalserApprentice
posted in Archives - Freshdesk
User provisioning connector for Azure Active Directory

Hi, I work for Microsoft on the Azure Active Directory team, and am interested in hearing from anyone who would like to see automating user account provisioning supported from Azure Active Directory to Freshdesk. Azure Active Directory supports a number of different connectors that automate provisioning and de-provisioning of user accounts to various SaaS applications via their Web APIs. Single sign-on is presently supported between Azure AD and Freshdesk, but there is no provisioning connector yet. We are investigating building such a connector. Interested?

1924
S
Community Debut
6 years ago
K
Apprentice
kranthitechApprentice
posted in Archives - Freshdesk
Script is slow and too many requests

Hi team,  I am a javascript developer and I found some issues with your script 1. It is loading synchronously where script tag is placed directly. Because of this the page will show as loading until the chat script is loaded. This can be a problem on slow connections in India. Instead script should be loaded asynchronously. https://stackoverflow.com/questions/7718935/load-scripts-asynchronously 2. There are too many API calls. Since all these are occuring on initialization, they can be clubbed into a single initialization api to make things faster.

2804
aravind.sundararajan
Skilled Expert
6 years ago
J
Apprentice
jivanyeshApprentice
posted in Archives - Freshdesk
Created ticket doesn't parse HTML in the description field, outputs everything as plain text

    foreach($orderItems as $orderItem){ $orderItemsAsString .= "<p>" .$orderItem->get_name(). " " . $orderItem->get_quantity() . " <a>". $orderItem->get_meta('pa_url', true) . "</a></p>"; } $orderItemsAsString .= "<p> via " . $paymentMethod. "</p>"; $orderItemsAsString .= "<p> Total {$order->get_total()}</p>"; // Freshdesk ticket creation $fd_domain = ""; $token = ""; $password = ""; $data = array( "helpdesk_ticket" => array( "description" => $orderItemsAsString, "subject" => "PopUSocial New Customer Order (#{$order_id}) ", "email" => $order->get_billing_email(), "priority" => 1, "status" => 2 ) ); // $json_body = json_encode($data, JSON_FORCE_OBJECT | JSON_PRETTY_PRINT); $json_body = json_encode($data); $header[] = "Content-type: application/json"; $connection = curl_init("$fd_domain/helpdesk/t

1323
aravind.sundararajan
Skilled Expert
6 years ago
R
Contributor
railton.matthewContributor
posted in Archives - Freshdesk
Call API from ASP.NET using VB - Authentication failed

I'm trying to connect to the Freshdesk API from asp.net but I'm getting the following error: Authentication failed because the remote party has closed the transport stream. The code I am using is as follows.  Any help is greatly appreciated! Thanks. Dim Authorization As String = Convert.ToBase64String(System.Text.Encoding.Default.GetBytes("apikey:x")) Dim wHeader As WebHeaderCollection = New WebHeaderCollection() wHeader.Clear() wHeader.Add("Authorization","Basic " + Authorization) Dim wRequest As HttpWebRequest = CType(System.Net.HttpWebRequest.Create("https://xxxxxx.freshdesk.com/api/v2/tickets"), HttpWebRequest) wRequest.Headers = wHeader wRequest.ContentType = "application/json; charset=utf-8" wRequest.Method = "GET" Dim wResponse As HttpWebResponse = CType(wRequest.GetResponse(), HttpWebResponse)

891
R
Apprentice
6 years ago
P
Contributor
pietro.berteraContributor
posted in Archives - Freshdesk
Trello Freshplug

This plug allows you to convert a ticket into a Trello card just clicking on the Freshplug link, if you select some text the selected text is added into the card description along with some ticket detailsThe card creation:

10217
aravind.sundararajan
Skilled Expert
6 years ago
C
Apprentice
craig.cooperApprentice
posted in Archives - Freshdesk
Wiki

I have a wiki and would like to be able to import in into Freshdesk solutions.  Does anyone have any experience in doing this?

442
aravind.sundararajan
Skilled Expert
6 years ago
M
Apprentice
marcodisanoApprentice
posted in Archives - Freshdesk
Integrate with WhatsApp

Hi all,is it possible to integrate Freshdesk with a IM software, like whatsapp?tks,marco.

14923
aravind.sundararajan
Skilled Expert
6 years ago
S
Contributor
santiagoContributor
posted in Archives - Freshdesk
bug: priority color displaying incorrectly in mobile app v3.8.1 for Android

We are still having this issue, using version 3.8.4 of the mobile app.We tried 4 or 5 different smartphones, and the problem is present in every of them.The issue is with the priority color of the tickets.In the list view, a thin color bar appears before every ticket, and the color changes depending on the priority of the ticket. However, when we enter to view the details of a ticket, the color shown is always the same (green, low priority), with any ticket, even those with medium or high prority.I've attached a couple of screenshots to show the problem.Anyone else noticed this?

194
aravind.sundararajan
Skilled Expert
6 years ago
J
Apprentice
jcsierraApprentice
posted in Archives - Freshdesk
ticket id counter reset

Hello, my problem is that several unwanted tickets were generated, my ID counter was going through number 118 and with the unwanted tickets I got up to 150. Eliminate all tickets from 119 to 150, also delete them from the trash and try to change the id from administration, help services. I put it to return to 119 I can save, it tells me that if the changes were made but when I re-enter again the 150 appears as the next ticket. How can I do to reset this and change it to the ticket number I need? thanks for your support

5572
aravind.sundararajan
Skilled Expert
6 years ago
K
Apprentice
kris.kidwellApprentice
posted in Archives - Freshdesk
Email for When A Ticket Hasn't Been Responded To

We had a situation where a customer replied to a ticket for a user that was on maternity leave.  Normally we set watchers but this was a very old ticket the customer replied to so we didn't realize the ticket had been updated.Is there a way to send an email if a ticket has had a response from a customer but we haven't replied in a certain number of days?We are looking for ways to avoid old tickets being reopened through a customer response and not being noticed if the user is away for a long period.Thanks!

593
aravind.sundararajan
Skilled Expert
6 years ago
E
Apprentice
eduardo.emsalemApprentice
posted in Archives - Freshdesk
Resending emails after x hours without reply

Hello,Here´s the scenarioCustomer doenst reply the tkt that is "awaiting for..." after 48 hrs ( for example) so I send him a email asking for response, after 48 hrs I send him an email asking for info, if no response again after 48hrs  I send another email, if no response 48hrs after the 2nd email sent I send him a email telling the tkt is closedIs this possible to automate ?I know that I can do it with only one parameter, for example after 48hr with no response, send a email and close the tkt, but I whant to send more then one email before closingThanks

631
aravind.sundararajan
Skilled Expert
6 years ago
R
Apprentice
russell.armstrongApprentice
posted in Archives - Freshdesk
API Access for Migrating to FreshDes

Hi All,I'm trying to migrate one of our subscriptions from Zendesk to Freshdesk to resolve a requirements around ticket time management. We have enabled a new API for the migration and attempted to connect from the Freshdesk platform which is successful. Unfortunately, despite best efforts the sync will not work and i'm prompted with Access Denied each time i attempt to import our existing Zendesk tickets into Freshdesk.I am unable to get any support from Zendesk directly here and would appreciate some assistance if anyone can help.We have a Support Essentials license on Zendesk currently which appears to have access to the API and have also recreated new API keys for testing.Thanks in advanceRussell

502
aravind.sundararajan
Skilled Expert
6 years ago
S
Apprentice
samuel.blaasApprentice
posted in Archives - Freshdesk
Filter view not working on Win/Chrome and Mac/Chrome, Mac/Safari and Mac/Firefox

We experience a problem with the filter view: 1) Open the ticket overview list. Everything works fine, we can use the filter (Due at.... Today, Tomorrow, ...) without problem 2) The agent opens and edits  ticket and returns to to the ticket overview 3) The filter (Due at... Today, Tomorrow...) doesnt work anymore.  We need to reload the page completely. After this, the filters are working correctly again. Is there any workaround to resolve this? Thanks

232
aravind.sundararajan
Skilled Expert
6 years ago
U
Contributor
udayContributor
posted in Archives - Freshdesk
Node Modules on Freshdesk Server

Below is the message I get from the server.js on making an API request using the request node module. Error while executing App server script! - Cannot find module './developer/node_modules/request'

14010
R
Contributor
6 years ago
D
Apprentice
dfergusonApprentice
posted in Archives - Freshdesk
email notifications not being sent

we are having issues as of last night where agents are not receiving email notifications.  customers are also not receiving updates to tickets.

131
aravind.sundararajan
Skilled Expert
6 years ago
R
Apprentice
raphy234Apprentice
posted in Archives - Freshdesk
Insert link - clicking insert does nothing

After entering the details in the pop-up, I click on insert and nothing happens. This happens in Chrome but works in FireFox. We are mainly working with Chrome. Any ideas?

112
aravind.sundararajan
Skilled Expert
6 years ago
T
Apprentice
timothee.hostettlerApprentice
posted in Archives - Freshdesk
User Experience for multiple language

Hi, I have read multiple article about the ability of Freshdesk for Multiple Language and I didn't found the good answer. Our company Work in German and in French. We set up the portal as primary language German and set up a secondary language for French. We support more than 10 Product and have Solutions in French and German for those Product. We have only one Email Adress for the support. Hoi did you work to have a support portal in multiple language we wan't work this the "Multiple Product Portal" because to use it we muss give a Email and a other support portal adresse.

789
aravind.sundararajan
Skilled Expert
6 years ago
K
Contributor
kubackovaContributor
posted in Archives - Freshdesk
Answering to a ticket creates new ticket

Hi, customer's reply to an existing ticket somehow created a new ticket. What could be the cause? And is there a way to fix this? Thank You for answering, Kristýna Kubáčková

242
aravind.sundararajan
Skilled Expert
6 years ago
R
Apprentice
rtannerApprentice
posted in Archives - Freshdesk
Experiencing delays when merging tickets and contact creation

We have been experiencing a delay for about a week. When merging tickets, the secondary ticket will remain Open instead of Closing. When scrolled over, a popup states that it is 'closed and merged with ticket xxxx'. Also creating a new contact, it will be accepted, but not be available to link. If created again, the error is received that the email address is already used.

122
aravind.sundararajan
Skilled Expert
6 years ago
F
Apprentice
fabien.billiardApprentice
posted in Archives - Freshdesk
pasting images

Hello, We have a problem with Freshdesk when we use Images but when i received the mail in Outlook and Gmail, the image is not visible Thank you Fabien URL Freshdesk : http://support.immpact.itga.fr

464
aravind.sundararajan
Skilled Expert
6 years ago
E
Apprentice
erlend.glommenApprentice
posted in Archives - Freshdesk
Javascript conflict with wordpress theme

Hi,I am trying to implement the Freshdesk widget on my site: http://www.reservesinsight.com. It doesn’t work with the Create theme by Themetrust and this seems to be connected with one-page scrolling and the way this has been implemented in the theme. Note: it works in any other theme when I switch to for example Twenty Fifteen etc.In the browser Development Console I can see the following error when I click on the Freshdesk widget: TypeError: scroll is not a functionAny idea how this can be resolved?All the best,Erlend

561
aravind.sundararajan
Skilled Expert
6 years ago
S
Apprentice
samuel.blaasApprentice
posted in Archives - Freshdesk
Customized CSS snippet for changing priority colours

The 3px wide colour-marker for the priority of a ticket is just very small and can hardly be seen.As the admin area doesn't provide any settings for the priority-colour-handling, we want to add a custom CSS snippet to (at least) make the colour-markers more visible.Does anybody have done sth like this already? We thought about adding  td.priority-border priority-urgent, td.priority-border priority-medium { width:20px;  }to the custome CSS section of the portal, but we dont know changes like this causes any troubles.Thanks,Sam

531
aravind.sundararajan
Skilled Expert
6 years ago

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