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Using Freshdesk

CX and Customer Support

4784 Posts
M
Apprentice
mlarijnApprentice
posted in Archives - Freshdesk
Reload chat widget

We are implementing the livechat widget on a Single Page Application. This means Freshdesk widget loads on the application deployment once, and never gain.Because it's using sockets, us being an Single Page Application or not does not matter and it works perfectly.Now, we'd like to populate the LiveChat fields for logged in users, so users won't have to type them on opening the widget, but our app does not reload the page on when users login, so even we are populating the array FRESHCHAT_VISITORINFO, the LiveChat Widget never receives the updated information, as it has been already loaded, and, as you guys point out, FRESHCHAT_VISITORINFO should have been set before. Fair enough.My question is: Is there a way to:get LiveChat Widget to RELOAD the updated array FRESHCHAT_VISITORINFO using javascript, but AFTER the Widget has been loaded?Reload the LiveChat Widget from javascript, re-set it completely, forcing it to reload and this time pick up the variable? A Method to 'talk' to the widg

3021
aravind.sundararajan
Skilled Expert
6 years ago
K
Contributor
kubackovaContributor
posted in Archives - Freshdesk
Ticket status doesn't update when customer replies for a second time in a row

Hi, we have discovered a problem with FreshDesk tickets - when a client replies to a ticket twice in a row (for example, we need him to send us two documents but he can't send them at the same time), the date of the last reply stays the same as it was when the client replied for the first time. So our agents don't get notification that the ticket has been updated and we would have to check manually if the customer replied for the second time (which is not a working solution). Could You fix this?   Thanks, Kristýna  

5854
aravind.sundararajan
Skilled Expert
6 years ago
B
Apprentice
bulent.yukselApprentice
posted in Archives - Freshdesk
Duplicate tickets when get replied back

Hi, I don't completely get in which cases this happens but sometimes when some of our clients reply back to us from their mail, their reply creates a duplicate ticket with a "re:" or "fw:" prefix added to main ticket's title. Is it because of their email client is automatically adding these prefixes when replying or forwarding and freshdesk thinks like "it must be a different subject so lets separate them" or can it be anything else?

2002
aravind.sundararajan
Skilled Expert
6 years ago
S
Apprentice
sreeragApprentice
posted in Archives - Freshdesk
Hide Creation agent's name in API Call

Hi, How do i hide creation agent's name in tickets and replies, in API calls I am using my API key and it shows created by: SREERAG and SREERAG added a reply etc.

251
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
dennisContributor
posted in Archives - Freshdesk
attachment limit 15MBs warning when emailing

 Is it possible to show in the ticket the agent receives a warning when a customer tried to attach a file bigger than the upload limit?When creating a ticket in the form, the user sees this.But when a user is sending an email with an attachment (we receive 80% of our tickets this way) and the attachment is too big the customer had no clue. And our agents who receive the ticket see no attachment, and no sign there was ever an attachment there.Is it possible to show the agent the customer tried to upload an attachment, but it was too big?

25517
aravind.sundararajan
Skilled Expert
6 years ago
R
Contributor
roeyContributor
posted in Archives - Freshdesk
Attach Multiple Files customer portal

It would be great if it was possible to make bulk attachments so that you don't have to attach one file at the time.

523
aravind.sundararajan
Skilled Expert
6 years ago
R
Contributor
roeyContributor
posted in Archives - Freshdesk
Issue / Query printing a solution

Hi, When printing a solution you can see the "search" button and row. Is there a way to remove it?  see attached file

162
R
Contributor
6 years ago
K
Apprentice
k.tettertonApprentice
posted in Archives - Freshdesk
Browser problem with "Expected Completion" date

Client is having the following issue: When you click on the calendar icon in the expected completion date field (see below), we are not able to choose the three upcoming days because the "+Attach a file" link shows up within the calendar, and whenever you try to select one of those days, it pops up your file folder for you to select a file. Seems to be an issue regardless of browser, but I'm unable to replicate, even when impersonating her. Is this a known issue?

82
aravind.sundararajan
Skilled Expert
6 years ago
N
Apprentice
nikolaoskyriakidisApprentice
posted in Archives - Freshdesk
Sessions handling is awful.

You have a notification for new tickets on the top of the list saying "x tickets are changes" or something like that. But never thought to create a notification or something, when you press submit to a huge ticket you have responded to, to tell the user that you are logged out and at least give us a chance to copy our response.

101
aravind.sundararajan
Skilled Expert
6 years ago
S
Apprentice
stephanie.zirkleApprentice
posted in Archives - Freshdesk
Delay with forwarded messages

When trying to forward an email to start a new ticket OR when trying to forward from within an existing ticket, there is a significant delay. In one instance, the forward did not come through.

131
aravind.sundararajan
Skilled Expert
6 years ago
W
Apprentice
waltercfApprentice
posted in Archives - Freshdesk
Canned response formatting sometimes doesn't copy to responses

I see a really inconsistent transfer of canned response text formatting to reply emails.  In all cases, the canned response has formatted text that includes ordered lists and sometimes bolded text.  I usually have a second tab open where I find the canned response, then select its text and copy and paste it to the reply email.  I use the windows right menu copy and paste. When the text is pasted into the reply email, the formatting is often lost.  Sometimes all the bolded text becomes plain text.  Sometimes the paragraphs run together, like line feeds are lost.  I have manually reformatted the text in the canned response to be sure it is right and sometimes this helps but often it does not.  What gives?

321
aravind.sundararajan
Skilled Expert
6 years ago
K
Contributor
kubackovaContributor
posted in Archives - Freshdesk
Assigning users to Companies by domain

Hi,we've just started using Companies in our FreshDesk. There is a possibility to assign people automatically to a Company using their e-mail domain. However, we have some clients who don't have their own e-mail domain and they use a quite common e-mail address, for example "@xxx.cz". We know that we can distinguish them by the first part of the e-mail address, ex. "name-company@xxx.cz".But if I add "company@xxx.cz" as a domain to FreshDesk, it automatically assigns all users with the common "xxx.cz" domain, ex. ex. "name@xxx.cz", to that company.Is there any possibility to solve this and assign users to companies automatically? Anything like the Dispatcher rule, which is great but apparently doesn't work for Companies?Thanks so much for answering!Kristýna

801
aravind.sundararajan
Skilled Expert
6 years ago
G
Apprentice
graham.witchallsApprentice
posted in Archives - Freshdesk
Contact Permissions

Hi AllFairly new to Freshdesk.Just wondered if the following scenario is expected behaviour :Logged in as admin, created a ticket with requester as a new email address.That email address then received an activation email; they then entered a password  and were taken to the ticket that had been created.This was all well and good, but what was really surprising was that this user (who remember is a contact only not an agent) has the ability to create new tickets and send to any other email address they want.Is this to be expected ?Any help appreciated. 

272
aravind.sundararajan
Skilled Expert
6 years ago
U
Contributor
udayContributor
posted in Archives - Freshdesk
Modal Close

Closing the modal pro-grammatically in freshdesk app v2 build

524
R
Contributor
6 years ago
J
Apprentice
jeffrey_16681Apprentice
posted in Archives - Freshdesk
Closing a dialog with a custom body

I need to hide a dialog with a custom body. I can show it with client.interface.trigger("showDialog", {title: "Title", template: "dialog.html"}); I can close the dialog with the 'x' at the top right, but I'd need to add my own OK button at the bottom. Clicking this will send a message back to the parent, but I don't know how to then close the dialog. I also tried using client.interface.trigger("showConfirm", {title: "Title", message: "Message"}) This shows the Cancel and OK buttons at the bottom, but I cannot specify my own content. Only a message. How do I go about showing a dialog with my own content and also be able to close it when clicking OK?

635
R
Contributor
6 years ago
D
Contributor
denise.williamsContributor
posted in Archives - Freshdesk
Emails and Ticket

We are receiving emails for tickets before the tickets.The added replies are slow to send to my users.  

506
aravind.sundararajan
Skilled Expert
6 years ago
U
Apprentice
usmarshaApprentice
posted in Archives - Freshdesk
I sent a ticket yesterday . You said you got it but it says I have no ticket . Need an answer to my question

I asked a question yesterday  & I am still waiting on an answer that was supposed to be shortly . I need an answer 

113
aravind.sundararajan
Skilled Expert
6 years ago
G
Apprentice
greg.hespApprentice
posted in Archives - Freshdesk
Webform to Freshdesk Ticket?

I've got a webform and as a submit request it posts the data as an email to my Freshdesk support email.Is there a way I can get it to pick up something from within the email to set the ticket contact?

2741
aravind.sundararajan
Skilled Expert
6 years ago
A
Apprentice
amaharajApprentice
posted in Archives - Freshdesk
Securing/Hiding customer and contact screen from Agents

I am having a few contract employees who assist with customer support. They get access to view and export all our customer and contact information, which I want to avoid. But I cannot find a way to secure that from the agents. Isn't there a way to do that? Thanks.

231
aravind.sundararajan
Skilled Expert
6 years ago
S
Contributor
selleckjContributor
posted in Archives - Freshdesk
spedcheck.space causing slow performance on freshdesk sites..

HiWe have noticed that our freshdesk - and your freshdesk (this site I am currently on) has delays loading data or communicating with spedcheck.space..See below..the red 1 - refers to calls to heapanalytics.comthe red 2 - refers to SLOW calls to some site called spedcheck.space ..I emailed support - one of your support team said you don't use external websites, so its not something fresh desk would be doing..But it happens on support.freshdesk.com alsoIt is slowing down our support team.Please fix!!

565
aravind.sundararajan
Skilled Expert
6 years ago
I
Apprentice
info_16890Apprentice
posted in Archives - Freshdesk
Logging in with Facebook, Google not working

Hello, I enabled FaceBook and Google Login on my support page and unfortunately it's not working. I also have SSO enabled through my wordpress website.Website: EasyTradeNow.comFreshdesk: https://easytradenow.freshdesk.com/

101
aravind.sundararajan
Skilled Expert
6 years ago
N
Apprentice
nildararApprentice
posted in Archives - Freshdesk
Can't login to my account

Hi, When i try to change my admin agent email address, system has redirect me out of dashboard. Now i can't login with last email or new email address and get this error: "The email and password you entered does not match." Please help me to get my access again. Thanks a lot.

2874
aravind.sundararajan
Skilled Expert
6 years ago
D
Contributor
damian.lofthouseContributor
posted in Archives - Freshdesk
Search results missing for Agents

I have several folders in my Solution categories that are visible to certain companies. When I am logged in as an Agent and use the search function I don't see any of these in my search results. However, if I go the the 'Solutions home' page in my portal I can see all of the folders and the articles contained. Is this expected behaviour of the search functionality?

131
aravind.sundararajan
Skilled Expert
6 years ago
K
Apprentice
karenApprentice
posted in Archives - Freshdesk
Export tickets not sending email

Several times per month, I export a table of certain tickets for analysis.  Usually, this goes seamlessly.  Now, it's not sending the emails. I have a saved view, then click Export and select the fields to be included.  The dates are valid and it confirms that the email is being sent when I click Export.  But the email then never arrives. I've tried CSV and Excel with the same result.  

1442
aravind.sundararajan
Skilled Expert
6 years ago
A
Apprentice
ankeeet.sachanApprentice
posted in Archives - Freshdesk
my freshdeshk account not working

 my freshdeshk account not working  some one can help me solve this problem or fix it my account is ready to how can publish any thing in my account

5412
aravind.sundararajan
Skilled Expert
6 years ago

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