Using Freshdesk

I don't undersand how using this. Can you suggest me any case study?

We've been using FreshFone as a callcenter for over a month now. Randomly often when we click on "Accept" it just ends the call and does the pop up for freshDesk. This needs to be fixed asap as it essentially means a lot of unhappy customers.

in my visitors list I see a lot of spam links to pages that are clearly not on my website.how is this even possible?its as if freshdesk has been hacked and someone is injecting these links into my visitors list. I cant imagine why anyone would want to do this. but i am worried that my visitors can somehow see this crap and are perhaps being redirect to it in forums and solutions??is this a known issue?has anyone else seen this?

Hi there,I'd like to use Freshdesk for QA testing of websites/elements of websites. Against this background, I would want to specify the test requirements in the ticket and then I'd want 3 agents to carry out the test; one after the other, without any one of them seeing the replies (with the test results) of the other agents. After 3 agents have carried out the test and replied to the ticket with their test result, the ticket should be considered as closed.More requirements:- I do not to assign tickets to a specific agent (and after completion to the next one) because of different (and variable) hours of availability of each agent.- I do not want any agent to see the reply of other agents in order to avoid bias in the test results.- Once agent A has replied with his test results, the ticket should no longer be available for him/her but every other tester should still be able to access and test it.Is this poss

Very quick question but we have found that when a ticket is 'Pending' it doesn't seem to be added to the dashboard.Is there any way of getting 'Pending' tickets to be added to the dashboard?Many thanks!

If the user sending a support request can paste an image, but that image will not be sent, then this is a problem. It should be that the user cannot paste an image if there is no way for that image to be included with the support request.I don't know how big an issue it will be, but I want to put a disclaimer on the form "DO NOT PASTE IMAGES in the Description section" and that feels kludgy.

Hi,I go to my helpdesk at https://shellstocktags.freshdesk.com/, and click the login link, and I get an error saying "this webpage has a redirect loop" and giving a url of https://shellstocktags.freshdesk.com/login/normal?host_url=shellstocktags.freshdesk.comIf I clip off the "?host_url=shellstocktags.freshdesk.com" I get the login page.Any way I can fix this?

 I'm an agent at http://pculture.freshdesk.com/home , in charge of replying to users' queries in the Amara help forum. The new viewing of this forum by agents, with just the headings of the various boards, is sleek and no doubt great on a smartphone, but I preferred the former one, where you could see all the boards with their last topics at a lance.  Is there a way I can switch back to that former viewing, except by loggin out before I view the forum?Thank you in advance for your reply.Claude Almansi

I want to use the feedback widget, but I don't want the standaard button. I want my own button for styling and placement, but when pressed the feedback widget should show. I've tried to used the embedded widget in a dialog, but I always get a text area for the question with a height = 0Thx-Aad

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 :)