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Using Freshdesk

CX and Customer Support

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srinivas.kApprentice
posted in Archives - Freshdesk
How do i get the custom fields of ticket?

Hi All,             In my case, I need to push some custom fields from ticket to the customer when the ticket is created newly.   So far I can able to create the backend app and got the all the ticket data apart from the custom fields. Also getting error like "Upload a valid Package (.zip) File", while submitting the app to  the Developer portal. 1. How can I access the custom fields of the ticket, and how do I update to customer Custom fields 2. Is there any other way to build the package. FYI.., Am using Node.Js, and Jquery.     var address = domHelper.ticket.getTicketInfo()           .helpdesk_ticket.custom_fields.address;         Thanks in advance.

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aravind.sundararajan
Skilled Expert
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Apprentice
carlApprentice
posted in Archives - Freshdesk
Facebook LeadAds / Zapier / And auto-send emails.

Hi! When someone fills a Facebook LeadAds from my campaign, it creates a ticket in Freshdesk using Zapier Integration. My prospect then receives an Email that confirms them that they will be reachout in the next 24 hours. The thing is, this email is a template from Freshdesk and i would like to change it.Thanks!C. from jobondemand.ca 

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aravind.sundararajan
Skilled Expert
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psofttech123Apprentice
posted in Archives - Freshdesk
Differentiation of resolved and canceled status

 I can pull the status as a whole but I would like to know how many members are closing/actioning individually by agents

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aravind.sundararajan
Skilled Expert
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emma.furtadoApprentice
posted in Archives - Freshdesk
Forum integration

hi all,  Which community forums already have built-in integration with Freshdesk? Is that easy to build using the api? How much custom work is involved? Thanks, Emma

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randy_16198Apprentice
posted in Archives - Freshdesk
Wistia Video Embed not working

Hello, trying to embed video from Wistia.com and it's just coming out as a blank page. See snippet below.   <script src="https://fast.wistia.com/embed/medias/efor2m65fi.jsonp" async></script><script src="https://fast.wistia.com/assets/external/E-v1.js" async></script><div class="wistia_responsive_padding" style="padding:64.06% 0 0 0;position:relative;"><div class="wistia_responsive_wrapper" style="height:100%;left:0;position:absolute;top:0;width:100%;"><div class="wistia_embed wistia_async_efor2m65fi videoFoam=true" style="height:100%;width:100%"> </div></div></div>  

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aravind.sundararajan
Skilled Expert
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Apprentice
simy.moApprentice
posted in Archives - Freshdesk
#186978 - Re: Fresh Chat is not shown on the page

Hi Sirs, Please refer to the below email: Re: Fresh Chat is not shown on the page Hi Aravind, Thanks for your reply. I’ve pasted the code to portal home as suggested, but it’s still not shown. Thanks, Simy From: Aravind S <support@freshdesk.com> Date: Wed, Nov 5, 2014 at 4:09 PM Subject: Re: Fresh Chat is not shown on the page To: nick@unovation.com Hi Simy, Thanks for reaching out to Freshdesk today.Glad to assist you through this query. Could you please copy the chat widget code under admin->freshchat and have it pasted under admin->Helpdesk rebranding -> customise portal -> portal pages-> Portal home and check if the chat widget works? Regards, Aravind.S Check your ticket status - https://support.freshdesk.com/helpdesk/tickets/186947 On Thu, 6 Nov at 2:16 am , Nick <nick@unovation.com> wrote: Hi sir, We just updated the theme of our help centre. However we found that the freshchat toolkit was disappeared. The link below is for you

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juha-pekka.sipponenApprentice
posted in Archives - Freshdesk
How do I hide the author name in Forum

How do I hide the author name in new Topics posted to Forum?

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aravind.sundararajan
Skilled Expert
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Apprentice
carlosApprentice
posted in Archives - Freshdesk
Forward to email from Windows Outlook 2016 client not working as described.

Hi All, Sorry if this is already covered somewhere, but I am unable to find anything that helps. When forwarding an email to the support email address the ticket is raised as if being raised by the Agent himself and not by the original sender. I have ensured that the email address from which I forward the request from is the same one as registered as an agent. Support have asked me to change the "Preferences Attribute" but this seems to be a MAC only solution, unless I have missed something somewhere. I understand that this may actually be the issue but cannot believe there isn't a fix out there somewhere. Can anyone point me in the right direction to fix this. Thanks in advance.

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aravind.sundararajan
Skilled Expert
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Apprentice
salman.khanApprentice
posted in Archives - Freshdesk
name: 'FreshdeskError', message: 'Validation failed',

get this error while creation of ticket in nodejs freshdesk { Error     at new FreshdeskError (/home/mg-152/sites/rnd-projects/freshdesk/node_modules/node-freshdesk-api/lib/utils.js:34:16)     at Request._callback (/home/mg-152/sites/rnd-projects/freshdesk/node_modules/node-freshdesk-api/lib/utils.js:84:14)     at Request.self.callback (/home/mg-152/sites/rnd-projects/freshdesk/node_modules/request/request.js:188:22)     at emitTwo (events.js:125:13)     at Request.emit (events.js:213:7)     at Request.<anonymous> (/home/mg-152/sites/rnd-projects/freshdesk/node_modules/request/request.js:1171:10)     at emitOne (events.js:115:13)     at Request.emit (events.js:210:7)     at IncomingMessage.<anonymous> (/home/mg-152/sites/rnd-projects/freshdesk/node_modules/request/request.js:1091:12)     at Object.onceWrapper (events.js:314:30)   name: 'FreshdeskError',   message: 'Validation failed',   stack: 'Error\n at new FreshdeskError (/home/mg-152/sites/rnd-projects/freshdesk/n

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Contributor
metin2graficsContributor
posted in Archives - Freshdesk
Ebay integration problem, the response of the customers is not being threaded

Hi all, I have been waiting for a solution of the ebay channel from the Staff, but after 3 months it seams that they are unable to solve my problem. We had about 60 replies but after every 10 replies the new Agent asked my again the whole problem by calling me on Phone. So I wasted about 3 months waiting for the solution... So, why would anyone want an ebay channel with forest plan? When with forest plan itself you can simply answer to the questions using the email associated to your ebay's account so that the messages are not rejected... The reason is that with the emails the responses are not threaded. At first I registered a forest plan trial where you cannot have ebay channel, then I switched the the fully paid forest plan, because a staff member of freshdesk convinced me to use the ebay channel.  But so long, nothing have changed, except for the template of the emails (btw now the tickets are more messy, I had to develop a Jquery script to delete unwanted text from the ticket

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siggiApprentice
posted in Archives - Freshdesk
If Requester sends another email the ticket is sent to the back

Hi,If i send an email to someone that is using Freshdesk and am getting tired of not getting a response (because the business is just busy and working through other email), and i send another email to check the status of the email i originally sent (with the same subject, ie. reply the conversation) the ticket is again sent to the back of the que.Is this intended or is this something that could be changed?

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aravind.sundararajan
Skilled Expert
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Apprentice
longjustnApprentice
posted in Archives - Freshdesk
Getting error with request in server method invocation

Hello,I'm using server method invocation to retrieve data from freshdesk groups API. It was working nice, but suddenly without any changes local frsh run server at the moment of processing request started to crash with error { Error: getaddrinfo ENOTFOUND repsai repsai:443     at errnoException (dns.js:28:10)     at GetAddrInfoReqWrap.onlookup [as oncomplete] (dns.js:76:26)   code: 'ENOTFOUND',   errno: 'ENOTFOUND',   syscall: 'getaddrinfo',   hostname: 'repsai',   host: 'repsai',   port: 443 }And I'm totally stuck with this. Thanks for help

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kevin_16174Apprentice
posted in Archives - Freshdesk
How do I modify the new ticket created auto email?

How do I modify the new ticket created auto email?Right now I get a email back that says:    Dear Emailer, We would like to acknowledge that we have received your request and a ticket has been created. A support representative will be reviewing your request and will send you a personal response.(usually within 24 hours). To view the status of the ticket or add comments, please visit https://portal.freshdesk.com/helpdesk/tickets/10001 Thank you for your patience. Sincerely, Support Team   I would like to modify this template response but I can't seem to find it anywhere in the settings.

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aravind.sundararajan
Skilled Expert
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Contributor
jared_14403Contributor
posted in Archives - Freshdesk
Edit option missing from some tickets

Background: when a ticket is given to me by our client services team, I process the ticket into our development bug tracker. The way I know if a ticket has been reviewed by me is by the fact that I edit the subject line of the ticket into a standardized format. This also prevents the issue of unhelpful/generic ticket titles so we can look at the ticket list and quickly find the ones we're looking for. Problem: once in a while, I run across a ticket whose properties can't be edited. The Edit option goes missing from the "More" menu above the ticket, so I can't edit the title, requester, etc. I know it hasn't been edited by anyone else using Options- all they've done is assign ticket properties like priority, requester, ticket type, etc. I've attached a screenshot of the problem.

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aravind.sundararajan
Skilled Expert
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Apprentice
uppedsticksApprentice
posted in Archives - Freshdesk
Customer portal translation

Is there any way to translate here all the text?http://iloveasia.freshdesk.com/support/solutionsBecause your translation is partial, i.e. "How can we help you today?" is still in English even though the Russian language was chosen for the interface. 

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marcus.landgren
Community Debut
A
Apprentice
ahovinghApprentice
posted in Archives - Freshdesk
Appending Strings in oauth_config

I'm trying to minimize the amount of parameters that I need in order to setup an app. In my Oauth configuration, I'm passing in parameters from the parameters file. My oauth_config.yml looks something like this:   client_id: {{iparam.client_id}} client_secret: {{iparam.client_secret}} authorize_url: {{iparam.authorize_url}} token_url: {{iparam.token_url}} token_type: "account" The output of authorize url is something like https://customer.service.com/oauth/authorize?response_type=code&client_id=abcdef123guid&redirect_uri=http%3A%2F%2Foauth.freshdev.io%2Fauth%2Fcallback" I want my authorize URL and my token URL to have a base URL that I'm already using as a parameter that I'm using in another application.  Instead of making a separate parameter authorize_url, it would be really cool if I could do something like this. client_id: {{iparam.client_id}} client_secret: {{iparam.client_secret}} authorize_url: "{{iparam.service_url}}/oauth/authorize?response_type=code&clie

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nanaylukasContributor
posted in Archives - Freshdesk
FresDesk App Customer in Ticket New Page

Hi, I want to know if it is possible for an Custom App to be displayed on the new tikect page? I read that from the file to "manifest.yml", but I have not had success.

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yuval.moravchickApprentice
posted in Archives - Freshdesk
Merging of "long" tickets fails

Hi, As a part of a SOC, we sometimes receive a lot of duplicate alerts to the freshdesk as tickets, for all kind of network events. When the tickets contain more data than usual, merging of more than 2 tickets will fail with a 504 timeout message or the freshdesk error attached (the merge will work only for 2 tickets out of the number you chose). This makes our work a living hell when we need to apply these merges asap. I believe this is because the conversations are being added to the main ticket, but I couldn't find an option to disable it. Screenshots attached.

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aravind.sundararajan
Skilled Expert
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Contributor
craig_14155Contributor
posted in Archives - Freshdesk
Cheerleader App breaks Send as Pending

Do not install the Cheerleader app from the Marketplace. It will prevent you from doing "Send as Pending" and other "Send as..." options. Freshdesk support was quick to diagnose and resolve this issue. The app is not very useful anyways and seems to have some flaws in its display. There really should be a comments/rating section for Marketplace apps so we can all share are feedback with the app creators and each other.

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d.riceApprentice
posted in Archives - Freshdesk
Unresponsive page when looking at a single ticket

Currently on all browsers and all systems I've tried (Windows 10, 7: surface and desktops: chrome, edge, IE, firefox: fresh installs or old previously working systems) the page goes unresponsive when we click into a ticket. This is before even clicking on reply, or anything else on the page. The rest of the helpdesk works fine as far as we can tell but trying to provide support just on the phone app is tiring, tedious, and slowing down our ability to respond to help requests. Currently have tried clearing cookies, cache, etc with no success. Any help or insight would be appreciated.

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aravind.sundararajan
Skilled Expert
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Contributor
jeremy.bellContributor
posted in Archives - Freshdesk
Archival

We recently discovered that our older tickets are now categorized as "archived."  None of us had any idea this was coming.  I'm not sure if FD gave us a heads up and we just missed it, or what. We do get a lot of mail from FD.Anyway, we'd really like to get some info on what exactly this means for our ticket database.  It would be great if someone could point me towards an article or something.One thing I've noticed is that now when we do tag searches, our older tickets don't appear in the results anymore, which is a problem for us.  Also, we recently added a "Type" field to our tickets, so now we need to retroactively set the type for all tickets that used to use a specific tag that is now covered by a type.  But unfortunately, it doesn't seem possible to apply bulk actions to archived tickets, which is also a problem.I'm just wondering if there is any solution for us.

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support_16157Apprentice
posted in Archives - Freshdesk
Reclaim Helpdesk Name

I'd like to reclaim a helpdesk name. The email address associated with the helpdesk link is accessible to me, however it is no longer valid for our organization. It was used as part of an evaluation process, however now I'm attempting to set up the helpdesk with our actual support email address.What is the method of transferring a helpdesk name (the URL [company name].freshdesk.com)?Thank you,Dan

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aravind.sundararajan
Skilled Expert
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_16143Apprentice
posted in Archives - Freshdesk
How can I add oauth to grant my app access to other freshdesk accounts

Currently building a tool that allows companies using Freshdesk integrate with our platform. How do I grant my app access to other freshdesk accounts? Does this require creating a custom app?

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aravind.sundararajan
Skilled Expert
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Contributor
gary_15188Contributor
posted in Archives - Freshdesk
SSO Problems

I am setting up SSO, so a customer who has created an account in our Magento store is able to login with these credentials. However, when a customer goes to the support portal and clicks on login, they are forwarded to an invalid address. The address that they are forwarded to is www.zappautomation.net/https:/index/index/login/sso/ but it should go to this address. http://www.zappautomation.net/freshdesk/sso/login This address in the freshdesk sso settings in the security tab, as you can see in this screenshot. http://prntscr.com/ghowmd I have also tried it with SSL and without SSL and the address is the same. This is a problem because if i log out, i am unable to log in again.

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aravind.sundararajan
Skilled Expert
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rk46314Apprentice
posted in FreshThemes Gallery
New Theme

This is a new theme

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