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Using Freshdesk

Using Freshdesk

CX and Customer Support

4779 Posts

vijay.shankarContributor

posted in Archives - Freshdesk

Ticket Reminders & Escalations

Customers can use this method to set up Reminders or Escalations in Freshdesk using SupervisorWe ourselves use the method below in our Support teamComplete info available in our Screenr below.Create 3 Custom Fields in Admin -> Ticket Fields with Drop down values - Awaiting Response Email Sent, Escalation Sent & Second Escalation       sent with values as in screenshots      Now, Go to Admin -> Dispatch'r and include these values to be NO by default                          Whenever a New Ticket is created, Dispatch'r will set these values to NO by defaultGo to Admin -> Supervisor and create a First Escalation Rule as in Screenshot.Create another Supervisor rule for 7 days escalation EmailNow, according to the Rule configured, whenever a New Ticket is created, these values for Escalation will be set as NO.Once the Agent replies back, the Ticket will be moved to

ckmApprentice

posted in Archives - Freshdesk

Using Custom Fields with API

Just a quick note about using custom fields with the API.1. All fields must be between a single set of <custom_field></customfield> tagsExample<custom_field> <custom_field_one>$value1</custom_field_one> <custom_field_two>$value2</custom_field_two></custom_field> If you use <custom_field> tags for each field, you will get an error.2. Custom field names are not what you think. The best way to discover them is by looking at the source of the ticket submission form. You can also use this to devine the possible values of dropdowns.3. Many more fields are available. If you look at the return, it will give you an idea of what can be set - quite a lot of these are not in the docs...HTH someone and you won't have to spend hours guessing how it works.Chris.

marioContributor

posted in Archives - Freshdesk

Variables in Password Reset Email and User Activation Email

Both mentioned templates have no upper-right corner link that allows you to add the system variables. Must be a bug as these templates support these kind of insertions.

jhunterwuContributor

posted in Archives - Freshdesk

Defaults on Ticket Creation

Is it possible to set default state to "Open" when creating a new ticket?Is it also possible to set "Agent" to myself as default when creating a new ticket?

bruceApprentice

posted in Archives - Freshdesk

Defaulting product field for widget

I have tried to include the parameter &helpdesk_ticket[email_config_id]=1000026583 in the query string to invoke the widget (1000026583 is the id for the product taken from the Email Settings page) however the widget still comes up blank instead of being defaulted to the specified product.Is this working? Or is there another way to do this?

darren.iwakiContributor

posted in Archives - Freshdesk

Jira Integration with FreshDesk randomly breaks

Anyone else have this issue?We setup Jira Integration to add private comments in FreshDesk when a comment is made in Jira. It works for a while, but then we noticed it stopped recording twice. We thought it was due to the Jira account not having admin rights (even though we were told this was only initially needed to setup the webhook)The account has Admin rights, and it has happened again.

ggirdwoodContributor

posted in Archives - Freshdesk

****Shocking basic SLA functionality missing****

Hi all,I'm not sure how many of you are aware of this but I have since found out that in reports when you look at the SLA % it is a metric solely focussed on when a call is resolved not taking in to account the response time SLA.I would of imagined that surely if you have a "response SLA" and a "resolution SLA" that these metrics would appear in reports separately.I've spoken with those at Freshdesk who have advised that the response SLA isn't even stored in the database in order to run reports.I'm pretty disappointed with this and wondered if anyone else has come across this or were even aware of this?!I've been told there is a "major overhaul" of reports coming from the ground up but who knows how long this will take...GrantMood: Shocked and unhappy

sheepyloveseweApprentice

posted in Archives - Freshdesk

API, possible to sort tickets?

I would like to use the API to pull recently modified/updated tickets (they appear to be sorted by date created). I cant find anything in the API documentation or support forums but is this possible?

sookkApprentice

posted in Archives - Freshdesk

Changing reply template subject

Hi there,Is there a way to change the subject when replying to a ticket? I know there is a agent reply template but that doesn't allow me to modify the subject of the e-mail that is sent to the users.My problem is that Google Apps (GMail) includes the original e-mail sent to the helpdesk email and removes the [#ticket number] from the subject when a reply is sent back from support agent if you are in conversation view. This means when the user now tried to reply via e-mail, the [#12] will be missing from the e-mail subject. When that happens, every-time the user respond, a new ticket will be captured in the system. I want to be able to make significant changes to the subject so that GMail will not capture the reply as part of the conversation view (otherwise my current work-around is to get everyone to turn off conversation view which is rather tedious) Conversation View On:Conversation View Off:

cdarschApprentice

posted in Archives - Freshdesk

White label branding

We white label our solution (different customers of ours have different branding/skins of our product). Is it possible to utilize multiple freshthemes for the same freshdesk site accessible via different URLs?

dferberContributor

posted in Archives - Freshdesk

Reports and SLA

Two issues that I have noticed.1) when a ticket is in "pending" status shouldn't it freeze the time counted against the SLA? For example if we have a 3 day SLA but we have to order a part we would probably never get those within the SLA time frame. It doesn't seem to be doing that. 2) on the reports it computes the SLA compliance but is including tickets that are still open. Example... 10 ticket received, 7 were resolved all within SLA... the 3 tickets are open but still not out of the SLA range... but it's showing 70% compliance. It should only include resolved or closed tickets to figure SLA compliance.

tom.boothroydApprentice

posted in Archives - Freshdesk

Emails from third party with email of requester in the body

Not sure if anyone can help me with this. Its not really a feature I would expect freshdesk to accommodate but maybe there is a way round my problem using a web macro, filter or tool of some sort. Some emails we receive are from advertising portals we pay money to advertise on. E.g. we sell houses so we recieve emails from buyahouse.com The emails we receive from buyahouse.com say they are from buyahouse.com and so a new ticket is in the name of buyahouse.com, although in the body of the email we recieve th actual reqester's name, details and details of their request Is there any sort of tool which would receive an email, extract the email address and name of the requester from the body of the email and then resend this to freshdesk so the name and requester is correct?

tom.boothroydApprentice

posted in Archives - Freshdesk

Is it possible to insert a footer?

Is it possible to add in links along the bottom bar? Where it says "Help Desk Software by Freshdesk" - it would be great to have the abilty to add in some extra links along here.Primarily my reasons are I am adding legal specific advice to my solutions section and I need to add in a link to "terms of use" to state "all information is intended as a general guide and should not be relied upon as fact..." etc etc. It would also be great to link back to our main website along there and our privacy policy etc.

rahulApprentice

posted in Archives - Freshdesk

API : Create user + PHP sample script

Hello, I wanted to create a account using API : http://www.freshdesk.com/api/api_users/But not sure how to execute this script: curl -u {username}:{password} -H "Content-Type: application/xml" -d"{UserName}{user@customercompany.com}" -X POST http://{yourhelpdesk.freshdesk.com}/contacts.xml Is it possible to do the same using PHP script OR do you provide any sort of PHP documentaion to execute above script in php. I am familiar with PHP curl (http://davidwalsh.name/execute-http-post-php-curl) but not sure how to send request and get response from freshdesk using your current API sample script. Thanks in advance.

jpadamsApprentice

posted in Archives - Freshdesk

Behavior has changed for Dispatch'r Add CC rules

I have 5 Dispatch'r rules that used to add a persistent CC to a ticket based on email domains from various organizations around the state. This worked great for CC'ing "manager"-type customers and keeping them in the loop for issues submitted in their region. Now the rules seem to send a notification through the Email Notifications -> CC Notifications template, but doesn't add the CC to the ticket. This informs the intended CC that a new ticket was created, but then subsequent replies from agents and customers are not automatically CC'd.I can track the lack of CC's back to around Nov 20-23, 2015, but have just heard about it now. Was there a feature update in the Nov 9th notice that could have effected this?

edreuxApprentice

posted in Archives - Freshdesk

Problem with SEO

We have moved our articles from our own forum (ie http://www.cloudiway.com/forum) to freshdesk (with a CNAME support.cloudiway.com).This was about one month ago.Now, we have completely disappeared from Google where we used to be in the first page for a lot of searches.Do you know what's happening, and a good way to improve the results?

robert.buljevicApprentice

posted in Archives - Freshdesk

API and "description" field

Hi,I'm able to successfully import some tickets via the json API.Also, I'm able to change attributes of existing tickets via the same API. However, I noticed that the ticket "description" field (the content of the first post within a ticket) is not updated even though the reply I get is "200 OK" and all other fields are successfully updated.Has anybody encountered a similar issue and why the description field cannot be updated?Thanks in advance for any feedback.

avinokurovApprentice

posted in Archives - Freshdesk

Captcha is showing for logged in users

If the setting "Make captcha compulsory while submitting ticket without logging in" is enabled and a Freshdesk user is logged in via SSO (Single Sign On), the user sees the captcha, while it is enabled only for unlogged in users.

dferberContributor

posted in Archives - Freshdesk

Satisfaction Survey / email layout

The formatting on the Satisfaction Survey seems to get messed up in the emails it's sent in. Sometimes the icons are on one side of the page and the text on the other or the first item will be centered and the others aligned to the left vertically.We've tried including it automatically, agent selected and created a canned response - doesn't seem to make a difference.

szhukApprentice

posted in Archives - Freshdesk

Auto delete ticket marked as spam

How can Freshdesk auto delete tickets that are marked as spam?

hwanghsinApprentice

posted in Archives - Freshdesk

Regarding creating ticket

Hi, I have a question on creating a ticket. here is the code I use from https://github.com/freshdesk/fresh-samples. var yourdomain = 'mydomain...'; var api_key = 'my key...'; var ticket_data = '{ "description": "Details about the issue...", "subject": "Support Needed...", "email": "tom@outerspace.com", "priority": 1, "status": 2, }'; $.ajax( { url: "https://"+yourdomain+".freshdesk.com/helpdesk/tickets.json", type: 'POST', contentType: "application/json; charset=utf-8", dataType: "json", headers: { "Authorization": "Basic " + btoa(api_key + ":x") }, data: ticket_data, success: function(data, textStatus, jqXHR) { console.log(data); console.log(textStatus); console.log(jqXHR); }, error: function(jqXHR, tranStatus) { console.log(jqXHR); console.log(tranStatus); } } ); When I request it, it kept telling me I have a bad req

jess_16079Apprentice

posted in FreshThemes Gallery

FS Modern Squirrel

FS Modern Squirrel is a clean, but content-rich, modern theme for Freshservice portals. To use, simply unzip the folder, and copy the contents of each text file into the corresponding section in "Portal Customization." To report any issues or to share your own modifications to the FS Modern Squirrel theme, please visit the GitHub repository (https://github.com/shecodestoo/FS-Modern-Squirrel). All my code is 100% free to use and customize as you wish, as long as you are willing to share valuable contributions to the community. Please let me know what you think!

jeremy.bellContributor

posted in Archives - Freshdesk

What's wrong with this picture?

See attached. This does not exactly instill confidence.

raluca.hreniucApprentice

posted in Archives - Freshdesk

Integration GitLab

Hi guys, Would it be possible a Gilab Integration?Thank you and please!!!!:)

thiago.eugenioApprentice

posted in Archives - Freshdesk

Error creating ticket with due_by in PHP

I am trying to create a ticket via PHP, however, it is returned an error when trying to create using passing the due_by field. $ticket_data = json_encode(array( "description" => "$description", "subject" => "$subject / REF: #$id_ticket ", "responder_id" => $agent_id, "requester_id" => $solicitor_id, "group_id" => $id_group, "product_id" => $id_product, "due_by" => "2017-12-12T23:20:50.52Z", "source" => $source, "priority" => 1, "status" => 2, "type" => $tipo, "custom_fields" => $custom_fields )); The error that returns when given the due_by field: Error, HTTP Status Code : 400 Headers are HTTP/1.1 400 Bad Request Cache-Control: no-cache, no-store, max-age=0, must-revalidate Content-Type: application/json; charset=utf-8 Date: Wed, 16 Aug 2017 12:11:36 GMT Expires: Wed, 13 Oct 2010 00:00:00 UTC Pragma: no-cache Set-Cookie: _x_w=8; path=/; secure Status: 400 Bad Request X-Freshdesk-API-Version: latest=v2; requested=v2 X-Rack-Cache: in

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