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Using Freshdesk

CX and Customer Support

4886 Posts
S
Apprentice
szhukApprentice
posted in Archives - Freshdesk
Auto delete ticket marked as spam

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

181
aravind.sundararajan
Skilled Expert
H
Apprentice
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

301
aravind.sundararajan
Skilled Expert
J
Apprentice
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!

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J
Apprentice
J
Contributor
jeremy.bellContributor
posted in Archives - Freshdesk
What's wrong with this picture?

See attached.  This does not exactly instill confidence.

151
D
Contributor
R
Apprentice
raluca.hreniucApprentice
posted in Archives - Freshdesk
Integration GitLab

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

859
M
Community Debut
T
Apprentice
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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Community Debut
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Contributor
pmesritzContributor
posted in Archives - Freshdesk
Reply to Thread in Forum opens new ticket

We just had a situation where we replied to a forum notification and it created a ticket. Is this normal behavior? If so, this is certainly an issue as the customer has no way of knowing that this would occur -- there's no way to edit the template.

706
K
Contributor
M
Contributor
marc.turnerContributor
posted in Archives - Freshdesk
Comments include full comment history

When replying to a ticket the previous comments are appended to EVERY comment - This makes the print function practically useless.Are customers also receiving the full conversion on every comment notification.

899
E
Contributor
M
Apprentice
michael.eApprentice
posted in Archives - Freshdesk
Customer License Number or Account Number

Hello,We are running into some issues attempting to integrate our Freshdesk ticketing system with other software being used in the company.  We want to ensure that customer information is kept consistent between the various software systems, and have the ability to update one system based upon changes made to another.  The systems we are synching up include Freshdesk, Salesforce, our custom SaaS software, and Fusebill (credit card/billing software). In order to synch up all these systems we would like to use account numbers or license numbers for our clients (companies), or some other form of unique identifiers for each company we will be working with.  We do not want to use E-mail as the main identifer as someone can change their email or domain and mess up our records, and e-mail is not a good field to use as a unique identifer. I've been toying with adding a customer number or license number to the 'Company Name' and Customer Name' fields within Freshdesk and trying to search for th

1293
aravind.sundararajan
Skilled Expert
M
Contributor
matthew_12159Contributor
posted in Archives - Freshdesk
Empty Spam Folder & Not Add Spam senders to Customer List

Is there any way of emptying the spam folder completly?Also the customer is list is completely overly large due to the system adding all spam senders to the customer list.  There should be a way to remove or not add Spam sender ticket emails to the customer list.

283
aravind.sundararajan
Skilled Expert
K
Contributor
kbisignaniContributor
posted in Archives - Freshdesk
Importing to Freshdesk

Good afternoon! We're finishing up implementation of FreshDesk, getting ready for launch at the end of the month.  I was interested in importing tickets from our previous system in to FreshDesk, but I seem to have run in to a snag.  According to the following article, https://support.freshdesk.com/support/discussions/topics/46the ability to import is available, but no one after the topic was listed as "implemented" has found a way to actually import. Any ideas as to how this works? P.S., I looked at the API, and while I could write a nifty little PHP script to import data for me, I don't seem to have the ability to edit certain information, like the ticket date - which is where an import process would come in handy...

2405
aravind.sundararajan
Skilled Expert
A
Apprentice
andrewsplinApprentice
posted in Archives - Freshdesk
I want to change my support URL

 I want to change my support url from https://www.siteideas.freshdesk.com to https://www.sitesideas.freshdesk.com I'm not able to find out how. Please help me! I'm really confused!

603
aravind.sundararajan
Skilled Expert
T
Contributor
tmcdadeContributor
posted in Archives - Freshdesk
FreshPhone Voicemail To Ticket

We've set up our FreshPhone number so that all incoming calls go straight to voicemail, without ringing an agent. All calls are set to record. We'd like the voicemails to create tickets with an audio attachment of the message, but that currently doesn't happen. Is this not a possibility with FreshPhone, or is there something else in the configuration of this behavior?

3731
aravind.sundararajan
Skilled Expert
J
Contributor
jmarchContributor
posted in Archives - Freshdesk
How can I see all my forum topics / comments?

(Here on the Freshdesk forum).

435
aravind.sundararajan
Skilled Expert
V
Apprentice
vishal.yadavApprentice
posted in Archives - Freshdesk
Add a note to ticket

Hello, I'm trying to add a note to ticket using api with curl but unable to add can you please help where I'm making mistake here is my code - $api_key = "api key"; $password = "password"; $yourdomain = "mindlerhelp"; // Return the tickets that are new or opend & assigned to you // If you want to fetch all tickets remove the filter query param $url = "https://$yourdomain.freshdesk.com/api/v2/tickets/$ticket_id/conversations"; $ticket_data = json_encode(array( "body" => "$body" //, "cc_emails" => array("vishal@mindler.com") )); $ch = curl_init($url); curl_setopt($ch, CURLOPT_SSL_VERIFYPEER, false); $header[] = "Content-type: application/json"; curl_setopt($ch, CURLOPT_CUSTOMREQUEST, 'GET'); curl_setopt($ch, CURLOPT_HTTPHEADER, $header); curl_setopt($ch, CURLOPT_HEADER, true); curl_setopt($ch, CURLOPT_

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J
Contributor
I
Contributor
info_10949Contributor
posted in Archives - Freshdesk
complaint : stop this unpaid branding/advertising for freshdesk

It is bad enough that all of my helpdesk correspondence is being sign with :  from paul "via freshdesk" and not with "from paul via cinemaplugins.com"Now I have noticed that all my forum entries and solutions are being labeled as being from Freshdesk via google.My solutions are not from freshdesk and my forum is not the freshdesk forum!I am paying good money for freshdesk and everywhere I look, I am advertising freshdesk and not my own portal !!!! It looks extremely tacky and as if I am on a free platform. some of my clients dont know if I am cinemaplugins or freshdesk. I got a client addressing me as freshdesk !! This has to stop.it is unbacceptable for a paid solution. I do not want to advertize for freshdesk, I dont need this branding confusion and I find it beyond cheeky that freshdesk is doing this to the SEO for what is essentialy my forum,my solution and my work. I am not freshdesk and I dont want to be branded as such.the damage is already done.I see no way to prevent this via

26829
aravind.sundararajan
Skilled Expert
J
Apprentice
jimmy.andrewsApprentice
posted in Archives - Freshdesk
Attachments with "(" or ")" characters end up with truncated filename if sent via email

Hi guys,We're finding that a file name such as Dv ZZZ 2010 Logs (01-12-2012_11_45_25) for XXXXX-XX.zipis truncated down toDv ZZZ 2010 Lo.zipIf the file is attached via email.After trying out various attachments, the pattern seems to be the "(" or ")" characters cause filenames to be reduced to 10 characters and then a 3 character extension.The file works fine when manually attached.Do note the email was sent straight to support@xxxx.freshdesk.com and wasn't forwarded by any 3rd party email service.Thanks for any assistance.James

335
aravind.sundararajan
Skilled Expert
D
Apprentice
derrickApprentice
posted in Archives - Freshdesk
FreshDesk SAML SSO with Google Apps

I am unable to get SSO to work with Google Apps. I receive an error 403, app_not_configured_for_user. Google informs me it is because FreshDesk doesn't support SAML 2.0 and SHA-256. I don't know if this is true but the guide FreshDesk has published for getting SSO to work with Google Apps is no longer accurate and was fairly vague in the first place.So, if it is the case that FreshDesk doesn't support these protocols, when can we expect them to be implemented?

916
aravind.sundararajan
Skilled Expert
M
Apprentice
mrgpowerApprentice
posted in Archives - Freshdesk
Can Freshdesk send (compose) new messages like email?

Can Freshdesk send (compose) new messages like email? or do you have to login to your separate email host  to send new email messages.

504
aravind.sundararajan
Skilled Expert
B
Apprentice
blazejApprentice
posted in Archives - Freshdesk
Solution mess up HTML

If you use the HTML Editor for solutions after submitting the line breaks/newlines are completely stripped which makes it impossible to reedit the code.I understand that you clean the html code but removing the newlines is such a bad idea.I bet this is related to the other HTML Editor changes you are working on.

442
aravind.sundararajan
Skilled Expert
S
Apprentice
sk_11100Apprentice
posted in Archives - Freshdesk
Auto update dashboard and ticket screen

Is it possible to auto update the dashboard and the ticket screen ?Or do I have to manually refresh to see new tickets ?

3592
aravind.sundararajan
Skilled Expert
M
Apprentice
mike_10132Apprentice
posted in Archives - Freshdesk
Advanced reporting

Hi there, so I'm currently trialing FD and so far so good. Am I missing something here or is the reporting not so advanced? I assume my trial is a fully featured Garden subscription right? Am I missing something?Having the ability to really customise report and then generate PDF versions would be awesome!M

636
aravind.sundararajan
Skilled Expert
B
Apprentice
b2321570Apprentice
posted in Archives - Freshdesk
Search function in forums does not work at all

I searched for "paste" and found nothing. The word paste is the 2nd item on the page!

11724
aravind.sundararajan
Skilled Expert
G
Contributor
graemeContributor
posted in Archives - Freshdesk
How to Filter Tickets based on Custom Fields?

Ultimately I need to use a custom view to get ticket info via the API but before I do that I need to be able to create a custom view that includes my custom fields in the filter.I have set up various custom fields and none of them appear in the filter - do I need to do something else before they appear?Regards,Graeme

2961
aravind.sundararajan
Skilled Expert
E
Contributor
eiren.smithContributor
posted in Archives - Freshdesk
Anyone parsing incoming and outgoing messages for a ticket?

Through the Freshdesk V2 API, we're asking for:?include=requester,stats,company,conversationsI'd like to pull out of the returned "conversations" string the following:The entire last message to requesterThe entire last message from requesterThe entire last private noteAnybody else doing this, too? Any advice? I couldn't find a way to request just what we want, so we appear to be stuck sifting through all conversations on that ticket to find what we want.

785
E
Contributor

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