Using Freshdesk

If a ticket is not assigned to any specific agent but already assigned to a group, what is the Fresdesk's behavior when a customer responds to the ticket? Does every agent (in the group) get a notification e-mail about the reply? If it doesn't, I would really like to see such a behavior.Ville

HI,We are trying to work out what is causing these labels to appear. We have changed due date to 10 days and we still get a label appearing saying response due.Also what clears the labels? We have changed status but that doesn't seem to do it. even replying to customer doesn't in some cases. We don't really want to have to send a separate reply to a customer to clear this flag. If we change the status to pending, the customer has then gotten a response to say the status has changed. So it should clear the flag.It's really starting to confuse and frustrate our agents. Could you please let us know in detail what is driving these labels to appear, what criteria etc is checked. And also exactly how the system decides the label should be removed.Kind RegardsPaul

I have recently enabled "Allow users to Sign in using Google" in our FD portal. When a subset of customers that run google apps for education get to our login page and select the "or login using Google" shortcut, they receive a "OpenID auth request contains an unregistered domain: http://cclt.freshdesk.com. We manage this customer's google services and have enabled OpenID in their domain at the following location Go to Manage this domain. -->> Advanced tools -->> Federated Login using OpenIDI have read this article but it does not describe was is necessary to register our domain for the above functionality.

When I copy and paste an image into the body of a new ticket it shows up in the ticket form, but does not show up with the submitted ticket.

In the past few days, I've been unable to use the mobile site to manage and reply to tickets. When I try to change a ticket, I get a message saying "correct the errors", although there are no errors in the form. When I try to send a reply, after clicking "Send" the page goes gray for a moment, then it becomes usable again, but the message is not sent. If I click on "Send" again, a message saying "Login required" appears. I go back to the home page, log in, reach the ticket, try to send a reply, same error, "Login required" A the above verified with Chrome, Firefox, Opera and Android browser. It looks like the mobile site loses the session on the way.

When I select Business Hours icon in Administration, bellow text is shown: We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly.This problem has been going on for almost a week...thxK-)8

Our company uses freshdesk. When responding to the clients ticket, the email is triggered to the client (as expected). However, should the client hit reply, their response goes to the support@....com email, but the response is not appended to the ticket in freshdesk. Is this possible or have we a setup issue? This is a problem for us as any responses from the client are not tracked against the ticket. Thanks.

Your customers can initiate a hangout with your agents right from their ticket in the Freshdesk support portal. This way, your agents and customers can set up a time for a hangout session and troubleshoot problems easily. Quick guide to set up a hangout widget on the end user portalLogin to your support portal as an administratorClick on the Helpdesk Rebranding icon under the Admin tabClick on the "Customize portal" button on the top foldIn the Portal customization page, click on the "Layouts & Pages" tabIn the Portal layout tab, paste this javascript code in the footer section, above the existing codeYou can preview this change and then click on "Save and Publish" for the changes to reflect immediatelyNow when your customers log on to your helpdesk and check their tickets, they can see a hangout button right next to itYour customer can click on the Start button to initiate the hangout with the

Prevent accidental attachment deletion by making sure that only your Admins can delete attachments. Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"

When searching for solutions using a tag, the results show the full solution text instead of a truncated version (summary). This makes the results difficult to read and very long!We are trying to use tags to categorise our solutions and link users to a search page showing all the matching results. But this is not working well.It would really help if search results that match a tag were truncated to first few lines.Thanks!

Hi,If we copy and paste an image out of a gmail email, the image is displayed, but the link is set to the private gmail link from my email account. So it's shows up fine when I view the ticket/canned response and i'm logged in to gmail, but if anyone else views it, it shows as a broken link.Is it possible to fix or prevent this from happening?RegardsPaul 

 I get screen with prompt user/password, but it doesn't show me anything after hitting ok button. Where can I view logs or somehow troubleshoot this issue.Maybe, there is issue from AD side? How can we check this?I had a call with your support but they didn't help me.Windows Authentication method: NTML-Slava

How can I customize the home page - I want to put a link on the home page on the right panel?

If I try and log onto my Freshdesk system using the iOS app as a customer, I am getting login errors. Is there some reason that Freshdesk doesn't think that our customers would use this mobile app?All of our customers have iPads, or other mobile devices, and would prefer to use them for Freshdesk access. Is this a bug or a current limitation in the system. In either case, when will this feature be enabled?

We have just recently imported all our old tickets from Zendesk and I've noticed that if a client responds to a imported ticket via email using the email sent from the old system it creates a new ticket and doesn't reply to the imported ticket. Is there anyway to prevent this with out having to merge the newly created ticket and rather have the response added to the existing ticket?

 Hi Freshdesk users,For those who wnat to use freshdesk api with PHP, i wrote a blog with sampel code.Please see the link http://www.alltoolkits.com/blog/php/using-freshdesk-api/.Happy coding :)

Hi,Im a member of SpamCop.net and I'm receiving pharmacy spam from support@mymodafinil.freshdesk.com (o1.email.freshdesk.com. [74.63.234.143]) before I add this IP to our blocking list I thought I'd give you a chance to fix the problem as Im sure its against your TOS.ThanksAlexskyhttps://mymodafinil.freshdesk.com/support/homesource: https://www.legitscript.com/pharmacy/mymodafinil.netmymodafinil.net is a Rogue Internet Pharmacy Website Summary URL: http://mymodafinil.net Approval Status: ROGUE (Definition) (since 12/18/2012) LegitScript has reviewed this Internet pharmacy and determined that it does not meet LegitScript Internet pharmacy verification standards. Additionally, LegitScrip

It seems in the last week or so, the Company search does not work in the Edit Contact screen.  It used to be that you could type a word of a company name into the Company field and you would get a list of possible results to select from.  This no longer happens.Currently, in order to link a Contact with a Company, you have to enter the full company name 'exactly' into the Company field.  The full company name is very difficult to find manually when there is a large number of Companies in the system.  (It also seems that the Export Customer function does not include Companies that are not linked to any Contacts.

A lot of our incoming tickets are wrongly classified as spam and these have to be manually flagged as 'Not spam'. This is a tedious process and also hurt our ticket speed. Is the Unmark Spam option a learning filter? Is there a possibility for a whilelist option in admin, so certain incoming emails are always considered 'ham' instead of 'spam'.

Double thumbs up for the new update to the iOS app. I am thrilled that we can now create a new ticket from the app.Big problem right now with the app is that search of solutions does not appear to be working at all. I do a search from the web and get results returned, but the exact same search from the iOS app does not return any. Can you please investigate what is happening with the search on iOS.

Hello I am having an issue with using AJAX to submit a custom feedback page from my website. Here's what I have $.ajax({ beforeSend: function (xhr) { xhr.setRequestHeader('Authorization', 'APIkey:' + btoa('XXXXXXXX')); }, type: "POST", contentType: "application/jsonp; charset=utf-8", url: 'http://f4.freshdesk.com/helpdesk/tickets.json', data: { "helpdesk_ticket":{ "description":"Some details on the issue ...", "subject":"Support needed..", "email":"hulk@outerspace.com", "priority":1, "status":2 } }, processData: false, dataType: "jsonp", crossDomain: true, error: function (xhr, ajaxOptions, thrownError) { console.log(thrownError); } }); I get an error message ""jQueryXXXXXXXXXXXXXXXXXXXXXXX was no

This is more of a question than a problem, but I didn't see a forum to post it in.I am trialing the Estate edition and it works great.  We have two other products that I want to use this for.When I go the Multiple Products page, there is nothing in there.  I guess I expect to see my 'default' product support.So before I create another product, I wanted to make sure that it didn't blow away the support stuff I initially set up, because its in production.Thanks!Jaime

I have following issues I need assistance with.Help deeply appreciated.

I have embedded the FreshDesk popup widget in my app. We specify the popup's header to be "Support Ticket", but when it appears, it says "Support TicketNaN". (screenshot attached). The code we use looks something like this (I've only included the javascript part):  FreshWidget.init("",{"queryString": "&widgetType=popup&formTitle=Support+Ticket&submitThanks=Thanks&searchArea=no", "widgetType": "popup", "formTitle": "Support Ticket", "buttonType": "text", "buttonText": "Support", "buttonColor": "white", "buttonBg": "#14CDEB", "alignment": "4", "offset": "650px", "submitThanks": "Thanks for submitting this support ticket, we will look into it as soon as we can", "formHeight": "550px", "url": "http://oururl.freshdesk.com"});    Somewhere a javascript error is occurring when it tries to calculate a number.Th

The indicator which shows if anyone is in a ticket, or replying to it, is very slow and should ideally be updated in real-time.