Using Freshdesk

Is it possible to list customers filtered by a domain?I would like to check if a company already exists before adding the company again with a slightly different name.  For example say I have the following records to add into FreshDesk...1] companyName('Mercer Inc.'), companyDomain('mercer.com')2] companyName('Mercer'), companyDomain('mercer.com')I want to be able to query FreshDesk to see if a company already exists with the company domain of 'mercer.com' - otherwise I am going to have a duplicate company record in Fresh Desk.

@simonsays “agent”:”Michael Tegner”, ”priority”:”Urgent” @simonsaysTest TicketOnly the agent information is updated in the ticket, the priority stays low..

It seems like on every freshdesk support page I goe I get the window "Chat in progress - How can we make your day". I have tried this several times now but a part from automated responses saying that "Looks like all our agents are tied up right now :( Sorry about that, but please leave us a message and we'll get right back." I have never gotten a real answser.Has anybody actually had any success with this?

I have integrated the feedback widget in to a website.  When a customer submits a ticket they are presented with the the thank you message.  However there is also a hyperlink entitled "GO BACK".  When clicking on that link, the widget then loads the helpdesk screen but it doesn't fit the position on my website correctly.  Is it possible to remove the "GO BACK" link completely or at least have the helpdesk screen open a new window if it is clicked?  At the moment it doesn't look very professional.

I have found that if a ticket is replied to from a different email address to what the original ticket was sent to, the reply generates a new ticket.  I found this in testing, but thought it wouldn't happen in an everyday situation.  Unfortunately, this has been the case today, one of our suppliers replied to the ticket using a different email address thus causing a new ticket to be created.I have looked in the forum and can see some people had issues with the subject not containing the ticket number in square brackets, but mine are like this:-[#ticket number]Has anyone else found this? is there a fix for this?

I use only favicons on my Chrome bookmark bar. Currently I'm have bookmarks to three freshdesks subdomains and each show up w/ the freshdesk logo only. It would be great if each subdomain could display the logo that was assigned to that subdomain instead.

I went into the "Admin" -> "Ticket Fields" page to add 2 new fields for tickets.  I then added these fields in my REST API call to create the ticket.  Based on another thread that I saw, I layed out the XML as follows<helpdesk_ticket>...<custom_field><custom_field_1>value</custom_field_1><custom_field_2>value</custom_field_2></custom_field><helpdesk_ticket>Unfortunately, this gives me a 500 HTTP response code.  Any idea what's going on?

Minimal is a simple no-fills theme that takes everything complicated out of your support portal. It is minimal (duh!), clean and just shows your users what's most important to them - your FAQs and Knowledges base; How to videos; and your community forums. It also has a search bar at the bottom where users can directly enter their queries.Minimal has a standard container in the middle that gives it a retro look. You can customize the colors and styles through CSS.Before you download it preview the Minimal FreshTheme here . 

RoadAhead is a roadmap FreshTheme that displays feature requests in a neat single screen layout. End users can now easily track the status of the requested features with colored labels - Planned, In Progress, Implemented etcThe whole theme is actually just a single page, making it very easy to manage by itself, or incorporate as your product roadmap, as part of another FreshTheme. Please check out a live preview of RoadAhead here .

We have been trial testing FreshDesk for a week now and we are pretty happy with it. But your forum does not make you shine. The "Announcements" posts are all several years old and are the first things people see...Surely you must have new things to announce since then?In several locations images are also not displayed properly...

I have had an URGENT ticket open for almost 24 hours now with no response from the Freshdesk team.  My helpdesk has been unable to receive new tickets by email for almost 36 hours now.I haven't even gotten a one line response to confirm that hey are looking into it.Does the Freshdesk team not work on Sundays? They advertise 24/7 support. What is the expected SLA for an initial response to a ticket?

Yesterday, Freshdesk was working fine. Today, agents get this message:400. That’s an error.Error: policy_enforcedApplication: Freshdesk

Can I add domains to customers via REST API?I need to add domains to a customer

Hey I'm wanting to download the tickets data using the API via the Alteryx platform. My company uses google sign-on for authentication so I don't have a username/password for my log in.I want to know how to configure the details (either a custom url with the api key included or the Alteryx download tool settings for the api key) to use my api key to complete a GET action on the data. Cheers

No updates since July? Please, let us know :-)

Hi Im trying to purchase a plan but it keeps sending me back to the dashboard.Please help!

Hi just wanted to share some problems we've run into recently and with workarounds (if they exist).*Not able to save changes made in the HTML editor.Workaround: Switch back to WYSIWYG before saving and make sure you are using Chrome for your browser*Near impossible to edit a page as every action takes 1 minute and often there are timeouts.Workaround: This is probably caused by extra <p> p tags added to the end of your page and sofar the only workaround we found is to create a new page.*Extra p-tags added to your HTML which are not possible to deleteWorkaround: No workaround exists as even creating a new page will only help for a certain time. Freshdesk are aware of this and apparently they will try and fix it in their next release.

Hello, I have this code: FreshWidget.init("", { "queryString": "&widgetType=popup", "widgetType": "popup", "buttonType": "text", "buttonText": "Support", "buttonColor": "white", "buttonBg": "#006063", "alignment": "4", "offset": "365px", "formHeight": "720px", "url": "http://candidate.freshdesk.com" });And I want to change the settings so the widget to open an url not a popup dialog.Can you help me with this?Best regards,Zlatko

We switched our FAQ over to a freshdesk knowledge base and now Google has indexed it.When I search on the topics our FAQ comes up in position 1 still.My question is will I lose a lot of SEO juice by keeping this information on the freshdesk.com domain?Should I change it to support.mydomain.com for SEO purposes?

the What's New posts are getting a little long in the tooth...

Hi, one of our staff members is getting this error message when trying to post in our forum:He found a workaround so this is not urgent, but probably still needs looking at at some stage.ThanksKind Regards Britta KastlerSupport Coordinator   Soft Tech (NZ) LimitedEcentre | Gate 5, Massey University Campus | Oaklands Road PO Box 301452 | Albany | Auckland | New

We operate with different business hours depending on the SLA. An example:Silver support : 9 AM - 17 PMGold support: 7 AM - 19 PMHow can this be incorporated into Freshdesk?

Dear all,how do you create a ticket via API? I carefully read the docs, and I am also able to retrieve ticket information via API, but had no luck creating a ticket so far.Posting the following request results in a status 200 response, but does neither return a JSON string nor create a ticket: Accept: */* Accept-Encoding: gzip, deflate Content-Type: application/json Authorization: Basic [hash removed] Accept-Language: de-de { "helpdesk_ticket": { "description": "My problem is this...", "email": "sample@somewhere.org", "priority": 1, "status": 2, "subject": "Creating a test ticket" } }Any pointers welcome :)rgdsLutz

Hi,I'm using api to create and edit articles.I can create categories and folders but can not create a new Article 500 without having to return error details.This doesn't work with the last version of FreshDesk, before July work correctly.Ur

If you have the arcade enabled in Freshdesk, you get points for resolving a ticket in the initial response (Sharpshooter).  However, if the customer replies with a simple "thanks", you lose those points because the ticket is then re-resolved after the second response.This seems a little unfair, no?