Using Freshdesk

I am looking into a new help desk solution for a school district I am interning at. The current software they use is a solution that requires major support on the school's end and is in-house server based solution (that can ONLY be accessed when logged into the district).Of course, with schools - the budget is extremely tight. So I have a few questions:If they like Freshdesk AS-IS, can they use the free version with three agents (or is it for non-profits / non-commercial only?)If they need more from Freshdesk (other plans), what kind of discounts do you offer to schools?They will only need three - five agents...For example, for five agents in the Blossom Plan - without any discounts it would be $768 annually with five agentsThank you very much! - Elliot (elliotsthomas@gmail.com)

Is there a way to find out tickets not touched or updated in x number of hours (say last 48 hours)?  As a helpdesk manager, you want to know which tickets are with NO activity in a specific time frame. Thank you.

If you are responding to or creating a new ticket, you cannot copy and paste any content from a website or email without the "Description" field duplicating itself. For example if I copy a link from my outlook email and paste it in the description field on freshdesk, a new description field appears below the original one. I assume it is doing this because it doesn't like the hidden characters being copied over, since I can copy and paste fine from notepad which strips hidden html entities. I've attached a screenshot. Using Firefox 19.0.2.

Hi,I've installed Freshdesk as a Marketplace App in my organisation's Google Apps.  I'm now trying to limit Freshdesk (and its associated Gmail Widget) to just the users that are designated "freshdesk pilot users".I have no idea where to start, any suggestions?

One of our customers asked us to auto add several contacts as a cc into the ticket thread.Example:Contact A works for company X. Contact B also.Contact C also.Contact A logs into the customer portal and creates a new ticket. Now he wants auto include Contact B and C into the ticket as CC.He can do this manually after he created the ticket, but he wants this to happen automatically.I tried to create a dispatcher rule and a supervisor rule, but both don't have the possibility to send emails to other persons than agents.How can I comfort this customer? Is there a solution?Thanks in advance,Remi 

When using IE 11 (even in compatibility mode) there are quite a few issues with site functionality. Portions not loading, javascript prompts when using buttons, copy/paste in windows not working. We're starting to see more of this now that IE 11 is release for Windows 7.

We are having a strange problem, on one of our IPhone, when trying to access our Helpdesk, we get the login screen OK and when the agent logs in, Safari loops for ever trying to load the page. In Fiddler (using a proxy) the last call we get is the following: #ResultProtocolHostURLBodyCachingContent-TypeProcessCommentsCustom21200HTTPmediaclip.freshdesk.com/mobile/app.json811application/octet-stream GET http://mediaclip.freshdesk.com/mobile/app.json HTTP/1.1Host: mediaclip.freshdesk.comReferer: http://mediaclip.freshdesk.com/mobile/Connection: keep-aliveAccept-Encoding: gzip, deflateAccept: */*Accept-Language: en-usCookie: _helpkit_session=BAh7CDoPc2Vzc2lvbl9pZEkiJTZjM2QxNmE0OWJmMzA4MDk5NTgwZWM2N2UwMWE0MTcxBjoGRVRJIhV1c2VyX2NyZWRlbnRpYWxzBjsGRkkiAYAzNjdmNzQzZjQyZGRlZDUzOGQxZWU4ODQzY2RjMTk5Y2UwOTA2YmIyNmI5MGYxOTAzN

If I e-mail directly to the custom Freshdesk support address from my work account no ticket is created.Default Support e-mail: support@mywork.comFreshdesk support e-mail: mywork_support@telesure.freshdesk.comMy e-mail is an alias for support@mywork.com. I'm wondering if that's causing an issue? It's a pain because often I want to forward e-mails I get in order to create tickets and I can't. I have to copy the content of the e-mail and create the ticket from the Freshdesk site.Like I said, I can create tickets from any other e-mail account, just not my account which is an alias for the Support address

Hey gang -Wondering if anyone has any ideas on how to do the following:I often get requests that should have been sent to our support address (ITsupport@...) rather than my personal email (will@...). I usually then forward these on to ITsupport@... and a ticket is created, but then the following things happen:1 - I have to enter Freshdesk and change the requester2 - The user doesn't get notified about the ticket nor get a link to the ticket.Is there any way to make this process simpler? Such as, if I forward an email to ITsupport@, Freshdesk will know to create a ticket for the original person sending the email and send them the 'your ticket has been recieved' emails rather than to me?Cheers for the help!-W

Hi Freshdeskers!We have exposed a database of our client information in a freshplug and created a nice iframe that displays customers data off their provided email address. We would like to create a separate freshplug that updates a freshdesk custom ticket field every time a ticket is closed with the customers current product version (in our database).Could anybody point me in the right direction to achieve this. I had no trouble conceptualising displaying data via a freshdesk attribute but I need help updating a freshdesk ticket attribute from an external source.

The captcha doesn't work, when, is not even showing in the fields

Hi Freshdesk,We found a problem in search a ticket number. I have administrator rights and the ticket is not deleted and can be found in an alternative manner, like adding in URL. However if I use the Search function with the ticket number, it does not return the value 2218, while it should be a direct match. Is this something you are looking at for improving?Regards,

Hello Brains of Freshdesk,Is there a way for the feedback widget know the webpage the user is submitting the ticket from? I have implemented the widget on my website, but it seems like there's no way to know from which of my website pages the user has submitted the ticket.Ideally, I would like the webpage url to be one of the  "pre-populated" 

Hi, In trial now to evaluate freshdesk. My biggest concern is the limited functionality in mobile view. Is there a way to run desktop version on mobile or tablet devices? Thanks, Bas

We have multiple customers, each with multiple unique products. Is there a way to set up a portal for each customer that only lists their unique products?

We recently started using Freshdesk and it's been working very well for us so far but the mobile interface has been problematic on iOS. The first is very minor, but I was wondering if there is information we are missing for the ticket. Next to the agent name the word "null" appears.The second one actually makes the mobile interface unusable. Regardless of the interaction on the ticket detail screen, an error message pops up when trying to do *anything* with a ticket. This includes changing the status, assigning the ticket, or closing the ticket.Screenshots attached.Thanks!

Hi guys,I've had a little search around and am surprised to find that no one else is reporting issues with the lack of working browser history when viewing tickets inside the help desk.Myself and other my other co-workers are having this problem and find it mildly inconvenient but hugely irritating!Is anyone else experiencing this issue?Thanks in advance,Luke

Does not work from IE9, but does from Chrome/Firefox.  Not seeing this posted anywhere else, just wondering what the status is? Thanks!

Any idea for implementing a listing like the 5 more recent solutions in the sidebar? Thanks.

Hi Support Team,When I group 'Time Sheet Report' by Date, the dates are scattered. I mean it starts with 17th October and the 1st October is somewhere in the middle. How is this even possible? I understand that I can change that when I export it to csv but I also need a proper view when I am on Freshdesk. We are using a few tools to report times and I need to be able to match everything.Thank you,Jen

I see we can have multiple email accounts if we have multiple products in the form of support@product1.com, support@product2.com. But can we have multiple email accounts in the form of support@acme.com, sales@acme.com, bugs@acme.com ?

 Is there a way to set up a Supervisor Rule that will trigger based on how the ticket was created?  For example, if the ticket was created by a customer sending an email to our support email address, I would like the Supervisor to set several fields in a certain way.  If the ticket was created by a customer using the web ticket creation form, fields would be set differently.  And if the ticket was created by one of my Agents, I would like certain fields to be set based on what Group the agent belongs to.  Is there a way for me to do this?

 The Overdue tags are not applicable to our customer support requirements.How do we remove the Overdue tags, or edit the times.We want "Overdue" to appear only on tickets where one of our agents has not responded in more than 3 days.  Currently it appears to tag all inactive tickets as Overdue after 3 days.

Is it possible to list solution articles with a specific tag with the API?

Is there any way to disable paging in the API?I want to pull the data into Excel using Power Query but it will only pull the first 30 tickets.  I know I can you specify the page parameter but the tool doesn't support the ability to continue calling the API while increasing the page number till non results are found.