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Using Freshdesk

CX and Customer Support

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dloewContributor
posted in Archives - Freshdesk
Incorrect Ticket Time

In Admin>Rebranding, our time zone is set to US EasternThe time stamp on all of our tickets is off by one hour.

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rfelicianoApprentice
posted in Archives - Freshdesk
Email notification

I noticed agents are not getting email notifications when users send a service/support request to the our support mailbox. It will sit unassigned until I assign it to a group. Then notifications will work only for those agents that are apart of that group. Is there a way I can setup an email notification if a ticket is unassigned to a group?   

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john.vannucchiApprentice
posted in Archives - Freshdesk
new phone tickets come in as email under source

We use ring central and any message that comes in to FD log comes in as an email ticket under "Source". We can go in and change the source to phone later on but the original data stays as an email. Meaning all of our weekend phone call messages that we get on Mondays from over the weekend are already speced as an email. We cannot go in and change the source to phone and have that reflect in the overall workload report.Any voice mail message ticket created is starting out as an email and updating the source to "Phone" affects nothing in the data. . .Is there a way to have all phone messages from now on come in as a "phone" under source automatically?thanks so muchJohnMohu Customer Support Team

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jsuffetContributor
posted in Archives - Freshdesk
Zoho Freshplug - Job Posting

Hello - We would like to pay for some work to be done on a Zoho Freshplug.We need to display some custom information pulled from the contact similar to the Capsule Custom Fields Freshplug.Is anyone interested?  Please jsuffet at ecedesign dot com 

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senthil.umashankarApprentice
posted in Archives - Freshdesk
Accounts / Contacts from in-house database

Hello Freshdesk,      I am wondering is there any way to get the Accounts / Contacts from in-house database( MySQL or Oracle ) - with some logic.Scenario:  In-house database with all Accounts / Contacts - Need Freshdesk to look from db.Thanks,Senthilnathan

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elance37Apprentice
posted in Archives - Freshdesk
API for Searching Customer

 I am having trouble in querying the contact using phone number. If the phone number contain only numeric e.g. 1234567890, it works fine. However if it contains "-", "+", "(" or ")", the api fails. This means I can not query international numbers or the standard format in which US numbers are written. e.g. "(123) 456-7890" or "+44 1234567890". This creates ambiguity. I passed these characters by encoding only. I even tried to put quotes around whole phone number. https://domain.freshdesk.com/contacts.json?query=phone%20is%20%1234567890 : Pass https://domain.freshdesk.com/contacts.json?query=phone%20is%20(123)456-7890 : Failhttps://domain.freshdesk.com/contacts.json?query=phone%20is%20%2B441234567890 : FailDoes anybody has any idea how to query phone number having such (valid) characters?

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rajesh.rApprentice
posted in Archives - Freshdesk
Freshdesk Live Chat Auto Status Change

I am having a weird problem, I think it's a bug than a feature request. Let's Talk - When agents are OnlineLeave us a message - When agents are OfflineThese two are ideal status update we are planning to use in Freshdesk Live Chat when agents are Online and Offline. Example 1: Agents were online and due to an quick training session, they mark their status as Offline in Chat. At this time a customer tries to contact Live Chat (which still shows "Let's Talk!") and enters his information. As soon as he click on "Start Chat" the message option turns as "We are not around, please leave us a message". This gets converted into a ticket.Example 2: After the quick training session agents get back to their work and turn the chat status as Online. But still Chat displays "We are not around, please leave us a message". Customer or the visitor who are already in the webpage needs to refresh the webpage to change the status. Example 1, is livable, but Example 2, I think it's a bug. When Example 1 ca

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john_12711Apprentice
posted in Archives - Freshdesk
Harvest Platform Timer

This FreshPlug will add the Harvest timer in the upper right of the ticket detail box in the sidebar of the ticket view.  Using the data-item attribute in the Harvest Platform will allow a timesheet entry to reference back to your ticket. Install Instructions: Download the zip file.  Unzip and open the Harvest.txt file  Copy the code from the file  Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button  Give a Name and Description to this plug for future reference  Select the check box “Show this widget in ticket view page”  Copy the code from the Harvest.txt file here and click the button "Create and Enable"

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agentApprentice
posted in Archives - Freshdesk
exporting customer

when exporting customers it states that it will be sent to the account email but I'm not receiving the csv file. 

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nathan_13098Apprentice
posted in Archives - Freshdesk
Set user external_id fields

Hi,is it possible to update the external_id field on the user (contact) endpoint?I have tried unsuccessfully to PUT external_id. The response is HTTP200, yet nothing is changed. I successfully changed name for the same user, so that proves I can PUT.If it is not possible to change the external_id, should the API return an HTTP4xx?CURL commands attached.ThanksNathan

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g.ramesshContributor
posted in FreshThemes Gallery
Clear Support

Clear Support is a fully functional theme for your self service portal, including your knowledge base and community forums. You can choose which solutions and forums you want to showcase on your support home page, and add important information on the right sidebar. The theme also includes a Social Buzz widget on the sidebar that brings in your latest and favorite feeds from Twitter. The readme  file explains how you can customize this theme. You will need to host some images attached for the CSS to function properly.You can preview the Clear Support FreshTheme here. 

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fabric9Apprentice
posted in Archives - Freshdesk
Notifications on OnePlus2?

I can't get push notifications to work on my OnePlus2 (using OxygenOS, a spin-off from Android 5.1). I don't even get in-app notifications for things I should get (the notification pane is completely empty).The first time I installed the app, I got a textbox about having to install something in order for notifications to function properly. I can't seem to get this message to appear again, despite completely reinstalling the app. I don't recall exactly what it said, as I was a bit too busy to take note of it at the time.

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zixiaContributor
posted in Archives - Freshdesk
Freshdesk API v2 Library in Google Apps Script

Hello, I wrote a library for freshdesk api v2 for my self usage. It's named GasFreshdesk - https://github.com/zixia/gas-freshdeskvar MyFreshdesk = new Freshdesk('https://UR.freshdesk.com', 'TOKEN') var ticket = new MyFreshdesk.Ticket({ helpdesk_ticket: { description:'A description' , subject: 'A subject' , email: 'you@example.com' } }) ticket.assign(9000658396) ticket.note({ body: 'Hi tom, Still Angry' , private: true }) ticket.reply({ body: 'Hi tom, Still Angry' , cc_emails: 'you@example.com' }) ticket.setPriority(2) ticket.setStatus(2) ticket.del() ticket.restore() Logger.log('ticket #' + ticket.getId() + ' was set!')If there's anybody use google apps script with Freshdesk, it might be help.:)

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peter_13342Apprentice
posted in Archives - Freshdesk
Using "custom_fields" and "cc_emails" When Creating Tickets Using the New V2 API

I am using PHP CURL to call the create ticket endpoint on the new V2 APIs. I am creating tickets using the POST /api/v2/tickets endpoint. I am able to create new tickets as long as I don't include the cc_emails key in the parameters I send to the API. The following params work: $params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2); But as soon as I add the cc_emails key / value pair, I get a 500 message from the Freshdesk servers: $params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2, 'cc_emails' => array('peter@pointivo.com')); The same error occurs if I try to add custom_fields to the parameters$params = array( 'email' => $email, 'subject' => $subject, 'description' => $description, 'priority' => $priority, 'status' => 2, 'custom_fie

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erikApprentice
posted in Archives - Freshdesk
email.freshdesk.com is dropped from dns - impairing mail delivery

Starting somewhere today, it seems that the name email.freshdesk.com has been dropped from DNS. Mails from freshdesk are sent from email.freshdesk.com. This causes smtp servers to block mails from freshdesk - essentially rendering all email from freshdesk to be undeliverable.Two possible sollutions: Stop mailing out from this non existent domain Make a dns entry to make the domain existent again. This problem is very urgent to us (HostingXS / support.hostingxs.nl)

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aravind.sundararajan
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charles_13770Apprentice
posted in Archives - Freshdesk
API limit of requests per hour

Is there a way to increase the limit for number of API requests per hour?  I wrote a script to keep FreshDesk and JIRA in sync, but I keep running against request limits.

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byronApprentice
posted in Archives - Freshdesk
Who can I pay to set FreshDesk Up

Hello Fresh Desk people, I've just wasted 9am to 7pm trying to configure Fresh Desk. Nope. Can't do it. No idea what I'm doing. So I am hoping people in here are interested in being paid by me to set it up for me. I just need the basics done first, tgen once thats working the other fun stuff can follow. Anyway. Hello. Anyone out there interested in making some $ Enjoy your day. Byron

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balasubramanynApprentice
posted in Archives - Freshdesk
Bigcommerce

Bigcommerce Integration helps you sync order information from your Bigcommerce account with your Freshdesk and to view this information right from within your support portal.  Instructions: Login to your Bigcommerce portal. Go to Setup & Tools > Legacy API Accounts. Choose the legacy account you want to sync with Freshdesk and click on the checkmark next to it.  Click on Action > Edit. Make a note of your Username, API Path and API Token. Login to your Freskdesk portal. Go to Admin > Helpdesk Productivity > Integrations > Freshplugs. Click on New Freshplug. Give a suitable Name and Description.  Copy and paste the code attached. Search for Username and enter your Bigcommerce username against this variable. Search for Password and enter your Bigcommerce API Token against this variable. Search for Domain and enter your Bigcommerce API Path against this variable. Click Create and Enable to start using your Bigcommerce freshplug. 

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phogandepaulApprentice
posted in Archives - Freshdesk
Not Able to Use user_id to Override Note Posting User using JSON Content Body

Hey All,I have been running into an issue where I am using an API key to CRUD users and tickets. When I try to add a note I am able to insert it onto a ticket, but I am not able to override the 'user_id' parameter to allow me to post as another user.I am using the following code for the response://verifyFreshdeskUser returns a GET /contacts.json?query='email is <email>'&state='all'$response = json_decode(json_encode(verifyFreshdeskUser(<email>)), true); $id = $response[0]['user']['id']; $note = array(  "helpdesk_note" => array(   "user_id" => $id,   "body" => "It works!"  ) );The result is the user associated with the API key is associated with the note by default. I have also attempted to use a username/password combination instead of the API key, but get an 'Access Denied' response.I would expect this to also work as based on the response from this post:https://support.freshdesk.com/support/discussions/topics/2259Any advice or suggestions as to how to

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eric.millerApprentice
posted in Archives - Freshdesk
Full example of a Create Ticket API post

Hi all.We're new to FreshDesk and wanting to take advantage of the Create Ticket API.We've mapped fields from our contact us form on a web app over to the Fresh Desk API's, being careful to follow the documentation at: http://freshdesk.com/api/#ticket.However, we are having some issues getting the ticket to be created.Could someone share a full example of a Create Ticket post?  The examples in the API documentation are somewhat limited and do not include a lot of the fields that are available.Any help would be greatly appreciated.Thanks,Eric

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alexander_quietaApprentice
posted in Archives - Freshdesk
"We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly."

Suddenly my helpdesk started not to work and showing this "We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly.", what can i do to make it work again? This is an important helpdesk because this is a big company's account. So i need to fix it as soon as possible.

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tfriesenContributor
posted in Archives - Freshdesk
Disable Ticket Scroll to Bottom

Add a new FreshPlug with the below:  <script>if (TICKET_DETAILS_DATA != null && TICKET_DETAILS_DATA.scroll_to_last) { TICKET_DETAILS_DATA.scroll_to_last = false; }</script> Works as at FreshDesk version from 2015-12-09.

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withoudeContributor
posted in Archives - Freshdesk
Jira Status Updates automatically Reopen tickets in Freshdesk

Hi Guys,not a problem, but actually a useful tip I wanted to share when you do your JIRA integration.we had an issue where Jira updates would automatically reopen tickets in FD. due to settings which automatically reopened tickets if clients responded to tickets in different statuses.As our Workflows in Jira and FD are not synchronised.eg our FD only has 3 statusses for Development work 'in Development' 'Pending Release' and 'Closed'.within Jira we have many statusses 'To Do' - 'in Progress' - 'Review' - 'Testing' - 'Done'.tickets would reopen at inappropriate times.after having a chat with the FD support (Rubesh) he found a very useful tip to add extra functionality with Jira integration though the observer rules.As Jira integration does not add a note or email entry in, you need to configure this as a Last Interaction.if you do something like attached screenshots you can actually have separate workflows in Jira and FD and automate this process.I hope this helps other people as well.

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todd_11602Contributor
posted in Archives - Freshdesk
Are there chat alerts for the agent?

I tested the chat feature but it seems when a visitor chats with an agent there is no sound or any indication really that alerts the agent that someone wants to chat?

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marcel.katzApprentice
posted in Archives - Freshdesk
Freshdesk Support is not answering my emails or support tickets to them in the last two days

Freshdesk Support is not answering my emails or support tickets to them in the last two days (nor acknowledging newly opened ones, as they used to do before). Also their +1 (866) 832-3090 number doesn't answer nor do they allow you to leave a message. It's the first time I encounter this issue in the last couple of years.Thanks,Marcel Katz

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