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Using Freshdesk

CX and Customer Support

4778 Posts
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Apprentice
ananthukrishna1Apprentice
posted in Archives - Freshdesk
Mistakes in webpage

Hi folk's, My name is Ananthu and I am a web designer.. I was going through your page and found many spelling mistakes and small errors... One of the main I noticed was in the place of freshdesk founder details.... The spelling of football is given as foosball.... please correct these small errors because they are so much noticeable for customers...I have attached a screenshot of that.

162
aravind.sundararajan
Skilled Expert
7 years ago
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Contributor
d.nieuwendijkContributor
posted in Archives - Freshdesk
Language recognition fail: requestor notification in wrong language

We can't turn on the requestor notification on "New ticket created", because it will always send the English notification instead of those for other languages.The problem appears to be that the language recognition for new contacts takes too long to run in the background, and as a result. The notification (in the wrong language, English) is sent first, at which time the contact's language is set to English. A few minutes later, I can observe that the contact's language is changed to the proper language. However, the wrong notification has by then already been sent out.This would appear to be something that could be fixed fairly easily, by having the notfication sendout delayed until the language recognition finishes. I would appreciate it if you could look into this, because for some customers, a confirmation of receipt is very important.

364
aravind.sundararajan
Skilled Expert
7 years ago
T
Contributor
technologiesquebecContributor
posted in Archives - Freshdesk
#xxxx redirect to ticket

An custom app to be able to add into a ticket the ID of another one and so when you click on it, it open it to another tab. Ex. I write something to note to see this ticket #1234. So the : [ #1234 ] is clickable to goes to the actual ticket witch has this name number.

333
B
Contributor
7 years ago
L
Apprentice
lsimpson_13621Apprentice
posted in Archives - Freshdesk
Ticket Queues not auto refreshing

Noticed since the AWS Outage that the ticket queues do not auto refresh.   Anyone else have that problem ? 

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L
Apprentice
7 years ago
S
Contributor
sbeesonContributor
posted in Archives - Freshdesk
Don't scroll to bottom

This seems to work without any adverse affects :)  <script type="text/javascript"> TICKET_DETAILS_DATA.scroll_to_last = false </script>  

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Contributor
7 years ago
K
Apprentice
kenneth.dammyrApprentice
posted in Archives - Freshdesk
AJAX-request gets "require_login: true"

Hi I am making a request with Jquery in javascript. When I try to authaorize, I get this message: require_login: true Here is the code: $.ajax({ type: 'POST', url: "https://domain.freshdesk.com/helpdesk/tickets.json", beforeSend: function( xhr ) { xhr.setRequestHeader("Authorization", "Basic " + btoa("My_API_KEY:X")); }, data: { "helpdesk_ticket":{ "description":"Some details on the issue ...", "subject":"Support needed..", "email":"tom@outerspace.com", "priority":1, "status":2 }, "cc_emails":"ram@freshdesk.com,diana@freshdesk.com" } }).done(function( data ) { console.log( data ); }) There's obviously something wrong with the way I set the header, but I cannot understand how I am supposed to do it. Thanks for all help :)

1932
K
Apprentice
7 years ago
N
Apprentice
nicolae-alexandru.badeaApprentice
posted in Archives - Freshdesk
Agent view Add ticket to Kbase soutions Button

Hello,I was searching for such custom app but unfortunately i found some 2-3-4 years old topics with no resolution. Bellow you can find the code to integrate into Agent ticket view a button in order to send the current ticket to solution Knowledge base.    jQuery(document).on('sidebar_loaded', function(event,data) { jQuery("<br><input class='btn btn-primary' onClick='jQuery.fn.myFunction();' id='helpdesk_ticket_submit_kb' value='Create KBase Article'>").insertAfter("#helpdesk_ticket_submit_dup"); }); //Create article jQuery.fn.myFunction = function(){ //alert('You have successfully defined the function!'); //Create Kbase jQuery.ajax( { url: "https://yoursite.freshdesk.com/solution/categories/[cataegID]/folders/[folderID]/articles.json", type: 'POST', contentType: "application/json; charset=utf-8", dataType: "json", async: false, cache: false, headers: {"Authoriza

483
M
Contributor
7 years ago
B
Apprentice
ben.sinclairApprentice
posted in Archives - Freshdesk
Anyone having issues with FreshDesk's support?

We've just moved over to FreshDesk and have found their support is definitely lacking. For example, they said they'd import our tickets from Desk.com by Tuesday and after following them up the Friday, they finally got back to us.I've also got a simple API question that I have been waiting an answer for. I asked 2 weeks ago, followed up multiple times asking for a quick update and still nothing. How hard it is to send a quick email to tell the client they do not have an answer but are working on it?Very disappointed. The software is fantastic, but the support is lacking. I understand growing business struggle to keep up and I'm fine with that. But when you ignore emails for days or weeks, I think there is a problem.

585
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Community Debut
7 years ago
P
Apprentice
pheap.thangApprentice
posted in Archives - Freshdesk
Attachments - unable to attach / view / download.

Good Morning: The attachments through FreshDesk are not working.  Please verify if there are any issues with AWS. Thank You.

578
aravind.sundararajan
Skilled Expert
7 years ago
D
Apprentice
developer1Apprentice
posted in Archives - Freshdesk
Dispatch'r webhook to an external address

 Hi guys, I'm having a problem with a Dispatch'r webhook. I have pointed the webhook to an external address but it doesn't seem to be working. I'm quite sure its not working because I have checked the server logs and it doesn't have any entries for it. Additionally, I double-checked all the Dispatch'r options and even tried varying them with the same result. Is it possible that we need to whitelist an external address? Or maybe using external addresses in the webhook is not allowed? Please help me as I need to implement this soon. Thanks, Ashish

181
aravind.sundararajan
Skilled Expert
7 years ago
A
Apprentice
avigurfinkelApprentice
posted in Archives - Freshdesk
Using Dispatch'r for tickets opened for certain product

Hi,We have multiple products with corresponding web portals for each.we would like to automatically assign tickets created in one of the portals to a group according to the portal in which the ticket was open.I've tried to create a rule using the dispatch'r but couldn't find a way to do it.anyone knows if it's even possible? or how this can be accomplished?Thank you,Avi

221
aravind.sundararajan
Skilled Expert
7 years ago
C
Apprentice
coflynn+freshdeskApprentice
posted in Archives - Freshdesk
API for Forum Post - Adjust userID & Creation Date

Hello, I'm looking at switching to freshdesk. One thing I'd like to do is transition an existing phpbb forum onto the discussion board format. Assuming I had the following: 1) Users migrated over (may use external SSO provider anyway). 2) Custom script for doing the migration. The main problem I can't seem to solve is figuring out how one can create posts/comments via the API while controlling: (1) who the creator is, and (2) the creation date. I need to specify arbitrary users I think when creating the topics, and also be able to set creation dates in the past. The current API doesn't seem to allow this? Is there some workaround?

230
C
Apprentice
7 years ago
C
Apprentice
chris.rodgersApprentice
posted in Archives - Freshdesk
Auto Add CC in for tickets from certain customer

Hello all,I've had a request in from a customer contact to be cc'd into all tickets created by that company. I've had a look through dispatcher, observer and supervisor but can't find the option I need.According to https://support.freshdesk.com/support/discussions/topics/22197 I can use dispatcher however checking in dispatcher rules I don't have the option to apply the rule only to one company/customer - has this feature been removed or deprecated?Appreciate any assistance, thanks :)

812
C
Apprentice
7 years ago
D
Apprentice
dennis_15333Apprentice
posted in Archives - Freshdesk
Multiple requesters to same company

My business takes care of medical clinics and chiropractors. Which means different x-ray technicians will call in from the same clinic over time. After migrating quickbooks, we have the "requester" as the practice manager. Although practice managers will never call in for support, their techs will. Rather than having to ask them who their manager is, is there a way to quickly create a ticket and assign a new person to a company we already have in our system? This way it would be much easier to work with. 

361
aravind.sundararajan
Skilled Expert
7 years ago
K
Apprentice
keen.chanApprentice
posted in Archives - Freshdesk
$this.db.get store as variable for global use

Hi Support, May I know can $this.db.get can pass the result into and stored as variable for global variable? In the following, the "return data.aws_ticket_id" has indeed stored the id value, but I have struggling to find out the way to use it in global context   GetStoredData : function(f_ticket_id) {          this.$db.get("ticket: " + f_ticket_id + "").done(function(data) {         return data.aws_ticket_id;              })          .fail(function(err) {         return err;       });     } I have tried first declare in global context: var f_ticket_id = domHelper.ticket.getTicketInfo().helpdesk_ticket.display_id; then console.log(self_GetStoredData(f_ticket)); --> return "undefined" Appreciate your help! Keen

331
R
Community Debut
7 years ago
A
Apprentice
achimrsApprentice
posted in Archives - Freshdesk
How to see different portal language?

Hi all,I'm new to freshdesk since today and currently use the trial plan (= Estate). So it should be possible to use multi-language portals like described here.I've configured the "Helpdesk Rebranding" to use German as a  primary language, what also works fine. But I also configures English and French and Dutch as supported languages too.Even If I try it on an English Chrome browser, or with an English Mac OsX, the portal is shown to me only in German... I've expected some kind of language selector in top right corner that allows my customers to change the language for the portal acording there needs.How to see the portal in the supported other languages? Thanks   Achim

342
aravind.sundararajan
Skilled Expert
7 years ago
S
Apprentice
scrappydominick
posted in Archives - Freshdesk
How to change text of the Auto-Reply email?

Hello! I would like to know how to change the message in the email of when a person sends an email to the support. (Basically, the email telling them their support ticket number). If someone could help me that would be wonderful! Thanks, Dominick

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Community Debut
7 years ago
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Apprentice
f.denizetApprentice
posted in Archives - Freshdesk
HTML code to hide/display Ticket field

 I despair of finding help! :)I need to hide/display fields of a "new ticket" form, I manage 2 portals/products, and I don't want the same ticket form for the two portals, Freshdesk support say to me :1-Add all fields in your ticket form customisation2-Go in Portals customisation and use HTML code to hide/display the fields.But no answer after that, the product consultant not reply for the momentPlease if someone (or support) can just say the code needed to hide/display a ticket field ?Thank you by advance.Bye

1773
aravind.sundararajan
Skilled Expert
7 years ago
L
Apprentice
lavanya.subramanian_oldApprentice
posted in Archives - Freshdesk
What is the minimum node.js version that can be used?

The minimum supported node.js version is 4.5, you will receive an unknown error if you use version below 4.5.

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L
Apprentice
7 years ago
L
Apprentice
lavanya.subramanian_oldApprentice
posted in Archives - Freshdesk
Unable to login to developer portal, why?

Follow these steps: Login to your Freshdesk Admin portal. Go to Admin -> Security, turn ON the Secure Connection using SSL toggle. Click Save.

230
L
Apprentice
7 years ago
L
Apprentice
lavanya.subramanian_oldApprentice
posted in Archives - Freshdesk
How do I access features ($db, $request, $container) within the callback?

You should assign “this” context to a variable, and use the variable within the callback function as shown in the below example:  var that = this;  this.$db.get("ticket:101") .done(function(data)  {   jQuery(that.$container).find('#id').text('Success');  })  .fail(function(error_data)  {   console.log(error_data)  });

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Apprentice
7 years ago
M
Apprentice
mihaly.kristofApprentice
posted in Archives - Freshdesk
Error when using SDK to load a library with jQuery

We're developing a FreshDesk app, and for that we need to load one of our JS components, which has jQuery included in noConflict mode. It should and on other sites it is working fine alongside other jQuery versions, but with Freshdesk SDK, our JS code throws the following error: Error in event handler for runtime.onMessage: SyntaxError: missing ) after argument list     at chrome-extension://dhiijfebjgnbjcncjcdhmgehmhhojffe/js/frameworks/jquery-1.8.3.js:564:26     at Function.globalEval (chrome-extension://dhiijfebjgnbjcncjcdhmgehmhhojffe/js/frameworks/jquery-1.8.3.js:565:10)     at HTMLScriptElement.<anonymous> (chrome-extension://dhiijfebjgnbjcncjcdhmgehmhhojffe/js/frameworks/jquery-1.8.3.js:6019:20)     at Function.each (chrome-extension://dhiijfebjgnbjcncjcdhmgehmhhojffe/js/frameworks/jquery-1.8.3.js:611:25)     at init.domManip (chrome-extension://dhiijfebjgnbjcncjcdhmgehmhhojffe/js/frameworks/jquery-1.8.3.js:6004:16)     at init.append (chrome-extension://dhiijfebjgnbjcnc

1172
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Community Debut
7 years ago
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Contributor
tim_12851Contributor
posted in Archives - Freshdesk
Is "type" the only option for the ticket_fields API?

When looking at the documentation for /api/v2/ticket_fields the only example that is shown and referenced is "type".  Are there other options besides "type" that should work with the ticket_fields API v2?   I tried to retrieve one specific field using its "id" number I do not get an error but it returns all ticket_fields as if there were no additional options specified.   When trying to do another field such as "name" I get an error returned stating "Unexpected/invalid field in request". I know I can request all the fields and pick out the data from what I want, it just seems like it would be nicer to be a little more efficient to pick out a particular field.

191
R
Contributor
7 years ago
I
Apprentice
i.fernandezApprentice
posted in Archives - Freshdesk
If I were to hire a developer what...

Hello We are a small company willing to use Freshdesk to handle our customers tickets. there is another part of our company (our repair center) that gets some of our tickets (customer repair requests) and on their own system manage a repair for the info provided on the ticket. We would like to hire someone that could develop an interface between freshdeks and our repair system (our system has a REST XML interface to interchange information)  I know I have to find someone with REST XML knoweldge, but from the freshdesk part... what are the requirements? what's the language used in freshdesk and skills that this guy should know? Thanks!

373
R
Contributor
7 years ago
P
Apprentice
paolo.servadeiApprentice
posted in Archives - Freshdesk
Forward via API

With the API can reply to ticket or insert a note, but I can not forward It is correct? Many thanks

781
R
Contributor
7 years ago

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