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Using Freshdesk

CX and Customer Support

4886 Posts
F
Apprentice
fredbhApprentice
posted in Archives - Freshdesk
Freshdesk doesnt send closed ticket notification to client

Hello! I´m testing Freshdesk and after configuring the email notifications, my clients arent receiving the ticket closed notification email. It´s setted as ON on Email Notification configs but even when I set a ticket closed, the emails arent sent. What could it be? Thanks. Bye.

491
aravind.sundararajan
Skilled Expert
J
Apprentice
javaoneiutApprentice
posted in Archives - Freshdesk
Change email in QueryString using INIT

I am working in a project which have a current implementation of FreshDesk freshWidget Link using this code FreshWidget.init("",{"queryString": "&widgetType=popup&helpdesk_ticket[requester]=chiperortizc@hotmail.com&disable[requester]=true&helpdesk_ticket[name]=Cristian Daniel Ortiz Cuellar - Copito&disable[name]=true&helpdesk_ticket[product]=1000005493&disable[product_id]=true&formTitle=Soporte+empresa&submitThanks=Gracias+por+ponerse+en+contacto+con+el+centro+de+soporte&searchArea=no","utf8": "?","widgetType": "popup","buttonType": "text","buttonText": "Soporte","buttonColor": "white","buttonBg": "#006063","alignment": "2","offset": "-1500px","submitThanks": "Gracias por ponerse en contacto con el centro de soporte","formHeight": "590px","url": "http://soporte.company.com"}); FreshWidget.show(); The widget is show all right but if the user click on close.. and later i need to show it again but somet

444
aravind.sundararajan
Skilled Expert
B
Apprentice
brian_12682Apprentice
posted in Archives - Freshdesk
Freshdesk API not working with chunked Transfer-Encoding

When I attempt to upload an attachment to Freshdesk with chunked Transfer-Encoding, the request fails. It appears that you are running an outdated version of the nginx proxy that does not support chunked Transfer-Encoding (http://serverfault.com/questions/164220/is-there-a-way-to-avoid-nginx-411-content-length-required-errors).Request:curl -u user@company.com:password --header "Transfer-Encoding: chunked" -F "helpdesk_note[attachments][][resource]=@/path/to/file.jpg" -F "helpdesk_note[body]=Note content" -F "helpdesk_note[private]=false" -X POST https://domain.freshdesk.com/helpdesk/tickets/[id]/conversations/note.jsonResponse:<html><head><title>411 Length Required</title></head><body bgcolor="white"><center><h1>411 Length Required</h1></center><hr><center>nginx/1.2.9</center></body></html>

371
aravind.sundararajan
Skilled Expert
M
Apprentice
mfagalaApprentice
posted in Archives - Freshdesk
FreshDesk on OSX 10.10.2 Issues in Safari

Since upgrading to OSX 10.10.2 FreshDesk no longer works in Safari.  I tried Private Browsing mode and still no luck.  Any suggestions?

242
aravind.sundararajan
Skilled Expert
J
Contributor
jhunterwuContributor
posted in Archives - Freshdesk
Notify Some Requesters on Ticket Creation

I've disabled notification to the requester when creating a ticket, but sometimes I really do want to notify the client, so what I do is just reply to the ticket, so that the requester gets the ticket in his mailbox. I've just migrated from Jitbit, where there was a check box next to the requester field in the ticket view. When checking this box, the requester would get notified. Is there a similar option in Freshdesk?

413
aravind.sundararajan
Skilled Expert
R
Contributor
rob_11993Contributor
posted in Archives - Freshdesk
Google Two-Factor on Android

I have installed the Android app and when I try to sign in using Google using two-factor authentication it fails. The process goes like this:1. Type my help desk address and hit the G+ button.2. Type my Gmail address and password.3. Type my two-factor authentication code.At this point it thinks for a bit and then displays the two-factor dialog again. Only now, the Verify button no longer works. This happens on both my tablet and phone.

362
aravind.sundararajan
Skilled Expert
C
Apprentice
colin.wilkinsonApprentice
posted in Archives - Freshdesk
Bug when typing out URLs in tickets

Small bug, but has caught users out on quite a few occasions: When typing a URL in a ticket, if you add a space to the end of the URL and then hit return, it adds %20 (Space encoding reference) onto the end of the URL, resulting in a broken link. If you type something after the space on the same line, there is no error. Example: No space before return: https://www.google.co.uk Space before return: https://www.google.co.uk  Space and other text after the URL: https://www.google.co.uk test Thanks, Colin

345
K
Community Debut
I
Apprentice
info_11856Apprentice
posted in Archives - Freshdesk
More SLA

Hi,how can I add more SLA options.Best regards

221
aravind.sundararajan
Skilled Expert
J
Contributor
jbredenhofContributor
posted in Archives - Freshdesk
Insert Image button doesn't work in Internet Explorer (IE)

Insert Image button doesn't work in Internet Explorer (IE)... upload appears to happen, but page reports "Error occurred while uploading". • Chrome works OK. • I tested with IE 8 and 10 and both failed. Unfortunately, most of my customers have strict IT departments that mandate IE, so suggesting an alternative browser isn't a viable solution. Side-note that might or might not be related to this issue: with Chrome, when it goes to the "Insert Image" dialog, you click once on the "Select a file to upload" link, and it goes to the file browser.  With IE, you have to click on the link twice to get to the file browser dialog... and then it ultimately fails.

251
aravind.sundararajan
Skilled Expert
P
Apprentice
purplelaptopApprentice
posted in Archives - Freshdesk
Saving Emails In Categories

Is it possible to save email tickets and if so, can we save them to specific folders?  This is a feature I'd definitely need.  If User A keeps emailing and over, I can pull up User A folder and see previous tickets.

555
aravind.sundararajan
Skilled Expert
J
Apprentice
j.fergerApprentice
posted in Automations and Workflows
auto-response in ticket-progress

Hallo,is it possible to show the auto-response-emails in the ticket progress?Thank you! 

351
aravind.sundararajan
Skilled Expert
A
Apprentice
avinokurovApprentice
posted in Archives - Freshdesk
When an unlogged visitor leaves a feedback to a topic, it changes the topic modification date

Hello,Please take a look at the attached screenshot made in our FreshDesk Support Portal.When an unlogged visitor clicks on Yes or No below an article, it changes the article modification date, while this date must be changed only in case its content is modified by the author/administrator.Please fix this bug.Thank you.

162
aravind.sundararajan
Skilled Expert
U
Apprentice
uhernandezApprentice
posted in Archives - Freshdesk
no sent it notification to customer when his email request is forwarded

We have an email account, "helpdesk@mycompany.com", where we receive the requests from our customers. From this account we forward (manually for the moment) the email from our customers to the freshdesk account to create the ticket. The "helpdesk@mycompany.com" was stablished as an agent and occasional agent too. However the ticket is created with the "helpdesk" account as a "applicant" and it sends the notification of the ticket to the helpdesk email account, and not to our customer's email. I've read some posts with this same issue and I've followed the solutions, but still continues with this malfunction, if you could help me with this subject i would really appreciate it. Regards.

272
aravind.sundararajan
Skilled Expert
B
Apprentice
brunnerApprentice
posted in Archives - Freshdesk
Send customer Survey only when the ticket is really closed

HiWe are testing Freshdesk at the moment. I want that the customer only get the survey, when the ticket is really closed and not already when the agent is resolving the ticket.When the agent reply to the customer, that status can go to "resolved", but then I want to wait 48h before the survey is sent and the ticket becomes "closed". The reason is, that the customer should have the chance to reopen the ticket. Only when the customer is closing the ticket, or the ticket is closed because of the 48h limit the survey should be sent.How can I configure this?RegardsMichael

1281
aravind.sundararajan
Skilled Expert
E
Apprentice
edApprentice
posted in Archives - Freshdesk
Email commands act as separate action (i.e. can't resolve in first contact)

Hi,If you send an email to the customer, with email commands to mark it as resolved, it isn't counted as a "resolved first time" - the activity view shows two entries, one responding, and one resolving it.  This means the agent stats aren't accurate.Any chance of fixing this, or allowing retrospective editing?Thanks,Ed

271
aravind.sundararajan
Skilled Expert
M
Contributor
marioContributor
posted in Archives - Freshdesk
Small field update messes up with rules

If I have a dropdown with Option Blue, Red and Green; and if I have a rule that says that anyone that selects Green will have the ticket assigned to group X; if I change the name of the option "Green" to "Lime Green", the rule will change the Green value to the default one (which is the first - Blue). Therefore I have to correct all rules that envolves Green.

222
aravind.sundararajan
Skilled Expert
T
Apprentice
tkApprentice
posted in Archives - Freshdesk
Auto updated CC email addreses?

Could you please help me with below problem with CC email addreses?For example:1. I just receive a new email (message no 1) to our support address and also CC for few customer addresses.2. I reply to this ticket (message no 2)3. Customer while replying (message no 3) added few more email addresses in CC4. So, if I want to reply to customer - there is only email addresses from CC of message no 1. I would like to have auto updated and see email addresses in CC from last message.Could you please advise if it is possible?

673
aravind.sundararajan
Skilled Expert
M
Contributor
marioContributor
posted in Archives - Freshdesk
Pagination with errors

When I go to "Tickets" the default Sorting is Due by Time. I find that I have recent tickets FIRST. If there is a second page, and if I click on that page, the Due by Time sorting inverts so that in this page I see the First tickets at the end. If I go back to page 1, it behaves like expected, so no problem here. This is very annoying.

301
aravind.sundararajan
Skilled Expert
S
Contributor
sfieldsContributor
posted in Archives - Freshdesk
Import Google chat transcripts as New Tickets

I thought when I was first checking out the service that it mentioned a feature that allowed for Google chat transcripts saved in your Gmail account could be imported to Freshdesk as new tickets. Yet now when I search through the tour pages I can't find where it said that.Is that capability a current feature? Or is it planned to roll out with the Google Chat integration in a month or two?Thanks!

322
aravind.sundararajan
Skilled Expert
H
Apprentice
hmayfieldApprentice
posted in Archives - Freshdesk
Self Service Solutions by Customers

If we use the multiple products functionality to separate our customers is it possible to select a Top Level Solutions category and then add additional content that is unique only to this customer?  For example I want all customers (and potentially agents associated with the customer) I select to have access to training docs A, B, C, D  through self service but for this customer I want them to also have E, F, & G.

292
aravind.sundararajan
Skilled Expert
D
Apprentice
divine.project.teamApprentice
posted in Archives - Freshdesk
APi Limits

Hi guys,First of all, thank you so much for this service.Currently, I'm trying to import some of our data to this dashboard (in order to test it), but ...It seems like your API has some limitation? After the third attempt I can't login with my account anymore (returns Access Denied)... is it banned now?Can you help me with this issue?Also, i'm using this examplehttps://github.com/johnpaulh/mysamples/blob/master/php_samples/create_ticket.phpAnd have a question:Can I collect all my previous tickets in one array and send just once?Thanks. 

302
aravind.sundararajan
Skilled Expert
M
Apprentice
marcoApprentice
posted in Archives - Freshdesk
Using the API to retrieve all Users it only retrieve the first 50

Hello,The api method described here:http://freshdesk.com/api/users/Under the header "Viewing all users" doesn't work as expected.As it only retrieve the first 50 users. With this limitation we can't add custom info (or correct the current info) for all the users in freshdesk using our database.How can we retrieve all our users?ThanksMarco

1372
aravind.sundararajan
Skilled Expert
J
Apprentice
jenna_jeremiciuteApprentice
posted in Archives - Freshdesk
Tickets' Report

Hi Support Team,I have downloaded the tickets report and in column 'Requester' instead of the contacts' names I can only see email addresses. Is there any way to set it up to have names instead?Please see the screenshot attached for more details.Thanks,Jen

292
aravind.sundararajan
Skilled Expert
L
Contributor
lee.mortonContributor
posted in Archives - Freshdesk
Add a 3rd party email into freshdesk

Hi,Sometimes I receive an email from a 3rd party in response to a query I have sent about a ticket I have open in freshdesk.  Is it possible to somehow forward to an email address etc or import this email response into the ticket without having to copy and paste it into a note.Many thanksLee.

424
aravind.sundararajan
Skilled Expert
H
Apprentice
henkApprentice
posted in FreshThemes Gallery
Adding field on the print paper

When I print a ticket in FreshDesk, there are ticket details on top of first page (see image). I would like to add a field with the name Company under the field Group. How does that work and where in FreshDesk do I have to change or add the field. Can someone help me? Thanks for your help and tips.

732
marcus.landgren
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