Using Freshdesk

Hi, I'm evaluating freshdesk. Our company has loads of email address. We regularly get support request emails sent to non support email addresses. Is there a way of selecting these emails and creating a ticket without copy and paste into new ticket? Thanks.

Hello,If I submit a ticket using Safari, the form will not submit even though all the fields are correct.  I've tried this from multiple machines and have encounter this issue.  If I use Chrome or Firefox, I can submit the ticket.  It is as if the browser window in Safari is frozen.  Has anyone encountered or resolved this issue?Thanks in advance.Ken

Is anyone else finding that their Dispatch'r rules are not working?Everything has been fine until the last hour or 2 and now no tickets are being processed by Dispatch'r.

To all those who miss the old Freshdesk theme, here's a taste of vintage. Vintage marries the styles, layout and structure of the old theme with the SEO optimized folder structure, and responsive layout of the new. To use this theme: Download the FreshThemesVintage.zip file Unzip this file Copy and paste contents in the text files into the corresponding stylesheet and layout pages You can view a live demo of the Vintage theme here.

 They say one picture is 1000 words, so here you go:

The 'all' customers list (/contacts/filter/all) does not show all customers. Specifically, it does not show deleted customers. This is somewhat counter-intuitive. 

I woke up today with all of my customer forums showing an absolutely horrible new default design that was a mixture of our previously set custom design plus some new  icons, fonts and colors that Freshdesk automatically applied to our site.  The new default design now also includes a prominent advertisement for Freshdesk and I cannot find any way to remove it.Freshdesk - IMHO this is a major mess. You should not have changed our customer-facing website without at least warning us in advance and ensuring that we could revert or immediately match the design we have been using since we signed up for our service.How can I fix the following problems:1.  The original forum icons were clean and neutral in design so they could easily be used with multiple custom page designs.  The new icons are too large and the colors are too bright and loud (orange, bright green, bright blue etc.) with the result that they clash with any subdued corporate style.  Can you please allow

When someone submits a Feature Request, it's something that isn't going to be done anytime soon, and will obvious violate our typical Support SLAs.  I want to remove any SLA requirements for that ticket.Is there a way to create a ticket with no SLA?  Or to have the SLA removed for a particular Type (ie Feature Request) ?

Sorry but we are waiting for thishttps://support.freshdesk.com/categories/2/forums/6/topics/91And I read:Vijay on Tue, Oct 23, 2012 at 2:32 PMSorry GuysI promise - 1 More month :)Almost done with the workregardsvijay---One month? from October? And do you close the post for more comments? :-\ And this is the way to maintain the relationship with your customers?Can you update us about the situation? And what is this? http://blog.freshdesk.com/why-your-support-portal-should-scream-youNothing about this new feature?Guys, tell us something.

it is frustrating that attachment cannot be uploaded proper. i had googled the general solution is to go internet option=> security => custom=> to enable the "include local directory when upload to server", by default it had been enabled.i am using chrome as browser, any idea please

 Seems to be very case sensitive, and can't type too many letters of the name.IE.  I tried to add "Jerrod" to an email chain, I had to type in Jerro to get it to come up, if I typed in Jerrod, it did not find anything.

during the live of a tick, a client canot add a "cc" to his email back to support.for some reason, if the cc'd address was not on the original email that had created the ticket, freshdesk loose it.. only cc add by agent are used.This is not going to fly.G.

We are working with Firefox the latest version 18.01. Sorting of the view  Tickets is still a problem. After setting it on Sort by Priority and Ascending this view resets itself after solving a ticket. We have read that this subject is started at least twice on your forum some time ago. Can you please fix this?

We have come across a few problems in the forums and I'm not sure if anything of this has been mentioned yet, so I'll just put all of it in one post.First of all (and that is a huge problem!), if a thread has more than 25 replies, it goes to a second page and the first post on this page is totally wrong. You can see what I mean here: https://support.freshdesk.com/categories/2/forums/6/topics/173?page=2The first post looks like it's from a Dustin and it has an "I like this idea" button, so it kinda looks like it's the first post overall. Well, it isn't. And I bet it's not from Dustin but from somebody else. Our customers are really angry about this because there are posts that look like they are from them but they are not. Another thing: When I go to the forums and there is a thread that has 3 pages, I have probably already read the first two. So I'd like to be able to go to the 3rd page quickly. But that doesn't work because there is no way to get to the third page from the overview an

 Hello,I am trying to post data into timesheet note.This is what my code looks like$data = array (  'time_entry' => array (  'note' => 'test via API',  ),);$urltopost = "http://samplecompany.freshdesk.com/helpdesk/time_sheets/1111111.xml";$header[] = "Content-type: application/xml";$ch = curl_init ($urltopost);curl_setopt ($ch, CURLOPT_POST, true);curl_setopt ($ch, CURLOPT_POSTFIELDS, http_build_query($data));curl_setopt ($ch, CURLOPT_USERPWD, sampleuser:password);curl_setopt ($ch, CURLOPT_HTTPHEADER, $header);curl_setopt ($ch, CURLOPT_RETURNTRANSFER, true);curl_setopt ($ch, CURLOPT_HTTPAUTH, CURLAUTH_BASIC);curl_setopt ($ch, CURLOPT_RETURNTRANSFER, TRUE);curl_setopt ($ch, CURLOPT_SSL_VERIFYHOST, 0);curl_setopt ($ch, CURLOPT_SSL_VERIFYPEER, 0);try {   $returndata = curl_exec ($ch);   $e = curl_error($ch);}catch(Exception $e) {   throw new Exception ('An error occured! '.$e->getMessage());}curl_close($ch);echo "<pre>";print_r ($returndata);echo "</pre>";I have tried

 For the last hour or so, Freshdesk has been experiencing the following problems:* Tickets opened via e-mail have taken 20 minutes or more (some have not been opened yet and it has been over an hour)* Tickets opened via the web interface are closed immediately by the system (no human intervention).Anyone else experiencing these problems?-Tom Smith, Park School, Brookline, MA

Hi,In my October bug-report:https://support.freshdesk.com/categories/2/forums/8/topics/7857I was told that it would be a "few weeks" before PDF embedding would be available.It is now nearly 2013 - is there a definite ETA on this bug being fixed?regardsjamie

HelloIs there a way to remove the automatic salute (Hi insert_requester_name_here,) when clicking reply to a ticket? Most of times I have to delete it, which is a bit annoying in my opinion.Thank you!

I've noticed a few changes on our freshdesk.one of the things is the header bar is now a progress bar and flashes different colours when waiting - this is different to last month.What else has changed - the 'Whats new' post has no details.

Shouldn't the stats on the dashboard include tickets with the status "Waiting on Third Party" for "On Hold"?I understand that these are custom fields but there should be a way to define what Ticket Summery they add up to, I guess.

Please see below an easy way to navigate to cases if you use Chrome (similar options exist for FireFox and IE).http://www.wolf-howl.com/google/how-to-add-search-shortcuts-to-google-chrome/I have now set up a shortcut that if I type 'fd 1200' in my browser and hit enter it goes straight to ticket 1200 (example https://support.freshdesk.com/support/tickets/%s). This is very convenient as new cases take about 2 hours to get indexed so the standard search is not sufficient in many cases.best regards,Erik Withoud

How do I add a solution to a ticket if it doesn't appear as a suggested solution?  I've used all the same tags and it's just weird that it isn't showing up.

I am struggling with the best way to utilize the Group functionality in FreshDesk.  My initial thought is to put Tier 1, Tier 2, and Tier 3 agents into groups so I can easily route incoming tickets through Dispatch'r to the appropriate service teams.  Is this how groups are most commonly used?

Hi,I would like to know how the response time in the SLA is defined:put a comment/reply on the ticketassigning an agent...Could you please verify? Thanks!

"Set points to be acheived by an agent to reach a level" should be "Set points to be achieved by an agent to reach a level"