Using Freshdesk

Hi all,Is it possible to pass nested objects as contact’s custom fields to Freshdesk API?An example object would look as follows:(simplified POST request to /api/v2/contacts){    “body”: {        “name”: “test name”,        “unique_external_id”: “test_uuid”,        “custom_fields”: {            “objects”: [                “object_1_id”: {                    “id”: “object_1_id”,                    “name”: “test name 1”                },                “object_2_id”: {                    “id”: “object_2_id”,                    “name”: “test name 2”                },            ]        }    }} Or is it only possible to pass simple JSON that would contain simple key: value pairs like object_1_id: id, object_1_name: name etc.?

Getting an access denied for rest api. Anyone have any idea? I have admin access.

WHy is it that when my support team replies to one of my tickets the tickets dont group by conversation. If I get 10 replies from my support team I get 10 email threads.This is not an issue for other people at my company only me. I have reset my outlook settings, gone to the new version and even back to the old version of outlook. please provide assistance.

I want to use Freshdesk APIs in my website.For that when i create a Note/Reply using API it shows as it is created by the support email. Is there any way or any api with which user can contribute to the conversation and it will appear that user only has replied to the conversation.

Hi All,I have a situation where we have a 3rd party provider that also utilises FreshDesk, I have it so that my FreshDesk as part of automation sends an email to the 3rd party FreshDesk and creates at ticket their end but any response from the 3rd party via their FreshDesk reported ticket creates a new ticket in my FreshDesk rather than appending to the original ticket in my FreshDesk.Is there a way to resolve this, any help appreciated.  Thanks

The default Priority and Status fields are “Required when submitting the form” by agents. If I go into the Service Portal to create a ticket, it does not ask me for the Priority or Status fields. However, when I go to create a ticket through the API, I cannot create it without the Priority or Status fields, even if, I am submitting it as a requester, who would otherwise not see the field in the Service Portal.Am I using the wrong endpoint? I am using making a POST to /api/v2/tickets. Of course, if I pass in the Priority/Status field, it works, but I am trying to understand why it is required for a non-agent requester through the API, but not the Service Portal.Any help is appreciated, thanks!

 Hello, I am trying to use Google Drive orch, but when testing, for example, to see the permissions of a file, the response is always "Illegal base64 character 5c" Does it work well for anyone?

Hello,  Under Field Manager → Type (Major incident), I added two ‘Dropdown’ fields Now, I am looking to pull up these fields in Analytics → a report but they won’t appear… Is there a way to see this or is this limitation in FS?   

How can I filter contact based on the business sector of their compagny ? 

Here is an idea suggestion. I am forever telling students and teachers what key sctrokes to press for a particular command or menu. It would be helpful if there were short codes I could insert while editing a response or creating an FAQ that would allow me display keybord keys as small images or icons inline with my text.I was thinking something like this, I type this text in Freshdesk 1. <kbd>Alt</kbd> + <kbd>Esc</kbd> Switches to the next open window   And the user sees this in the KB article, FAQ, or response via the web portalYou could even have a key combo like CTRL-K tht would insert <kbd></kbd> and then all I have to do is put the text in to appear on the key cap.

Email notifications were working fine three days ago.  Now it is Monday and I, the administrator of our Freshdesk account, am no longer receiving email notifications for new tickets, responses, updates, etc.  I also can no longer forward an email to our help desk email to automatically create a ticket.  My other agent is not having any of these problems whatsoever, everything is working completely normally for him.  I have looked through all settings (nothing has been changed in the past three days), support documentation, checked our Exchange server, and it is not a problem on our end.The most troubling part of this is we now have zero way of telling if users are emailing tickets that are not reaching us.  PLEASE HELP!

When I try to update an agent's email, I get the error “The email you are trying to associate with the user belongs to another user in the organization”.There is no contact with that email, neither in “deleted”. There was a user with that email that I created by mistake, without associated tickets, and that I deleted permanently shortly after creating it.

We are seeing email delivery latency with ticket creation, updates to tickets lately.  It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated.   Looking through the archives, it seems this has been a topic  of conversation, but wanted to see if any  others are experiencing this type of latency?

Hello, I have a ticket open with support, but not getting any help/response. Perhaps other customers have experience with this. I am brand new to FS, working on developing automations for my client. I’ve worked with PoSh for many years and written a number of fairly complex Azure Automation runbooks. The orchestrator node is running Server 2022 Datacenter. There are two main issues:Execute command will intermittently not return results, even when running something simple like Get-Service local to the orch server. Sometimes it works. The last time I ran Get-Service , it returned a 400 (permissions), which is nonsense. Ultimately we want this to write ticket fields to a .csv on a remote server for separate processing. In testing I can’t get it to write to file locally, much less to a remote server.I haveRead all the documentation I can find, including the examples Experimented with single and double quoting, despite examples showing quotes not being used. Nothing worksI have confirmedAll

So I’m trying to build an automation that will send me back the reply ( conversation ) id when a new reply has been added to a ticket The problem is I only have access to `{{ ticket.latest_public_comment }}` which is not really enough and I did read https://support.freshdesk.com/en/support/solutions/articles/87018 but I don’t get what’s different between an email notification and an on reply created webhook both should have access to the reply that triggered said event ?I have tried `{{comment.id}}` already and it doesn’t seem to work. 

Hello! I’m currently running into an issue where we’re switching from using the /tickets endpoint to the /search/tickets?query=[query] endpoint. We were previously using the stats.resolved_at field to populate when a ticket was marked as resolved but it seems like we aren’t able to access that field from /search/tickets. I know for /tickets we could do include=stats to access the resolved_at field but when trying to apply the same logic to the /search/tickets endpoint, it errored. Does anyone know of another way to access the resolved_at field from the search endpoint? Seems like a very important field to be missing from the Ticket object. 

Hi all!While you’re in trial mode, is there a way to disable reCAPTCHA in the customer portal for logged in customers?If I go in admin -> portal -> settings -> edit, you can only remove the flag from “Activate reCAPTCHA” only when “all customers can send tickets”. But if I select “Only logged customers can send tickets” the reCAPTCHA option is no more visible.Support team says the reCAPTCHA goes away when you start paying the instance. Do you have any confirmation on that? It seems really strange that this feature disappear only upon payment.ThanksMassimo

Can you assign a back-up agent for a particular ticket, when another agent is out of the office, and without using the Round Robin feature?

Can an option be added to require Time Tracking for a ticket to be resolved, if the ticket has an assignee/owner? Having trouble finding a way to do this.

In our Freshdesk page, we have a check box field. From the check box field, it is expected that user can send a Freshdesk ticket to Zapier automation. However, this check box is not working.According to Zapier support team, they already contacted Freshdesk support team 3 weeks ago but it has not been solved and I was recommended to contact Freshdesk support team.I appreciate if anybody could support with this issue. 

Looking for the right css to hide the name.Reason:  we are using logo, which has name in it.If you UNcheck thisthen all you get on the browser title bar is: instead of Support: Company Name….  All browser pages have something that is descriptive…, but Freshdesk doesn’t separate these two operations.So in order to make the browser title bar more practical, you must check the “Display portal name...”I have inspected the page for this:<div class="fs-22 semi-bold fw-brand-name ms-4" title=""></div>Help appreciated

With Freshdesk, on a Pro license - and with our customer portal.So any user from any of our customers can access this portal and create a user either by signing up or creating a ticket.There are no (?) terms of service for this, and no way for the user to understand how we process and store the information they give us (and Freshdesk).How are others handling this? Have you somehow been able to add your custom terms of service for your users?

I tried to configure it with Captcha and without. Nothing helped. Any solution?URL is: https://wonderkindhelp.freshdesk.com  

I’m looking to expose more than the default fields on the customer facing portal as below.Default is Subject, Ticket ref, created date and statusHow do I add into the overview page additional fields Last CommentPriorityAssigned agent The GUI allows you to add fields to filter on, but not actually show them on the summary page to the customer. (https://support.freshdesk.com/support/solutions/articles/50000004905-setting-up-advanced-ticket-filters-on-your-customer-portal)I believe it needs Javascript but an example of this, or list of fields is not available from FD support.

When an Email is sent by customer, few TO Email Address are marked along with the Support address and when the agent is replying, customer wants the To Field to be editable so that the response can be provided to the actual To ID of the email instead of the Sender of the email, Possible?