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Using Freshdesk

CX and Customer Support

4889 Posts
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p.premkumarApprentice
posted in Archives - Freshdesk
How to integrate Mobihelp SDK with a project using actionbarsherlock ?

My app is dependent on ABS. Since Mobihelp uses app compact library, I am not able to integrate it. Plz guide on how to proceed. 

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varezziContributor
posted in Archives - Freshdesk
Product Dropdown missing from ticket properties

Hi,When creating a new ticket, or when editing an existing one, there is no longer a dropdown for "product".  I have two products setup and don't recall making any changes recently that would cause this to disappear.

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mike_10848Apprentice
posted in Archives - Freshdesk
Redirect loop when agent tries to log in without a daypass

There needs to be some sort of error message letting them know they are out of passes, or to promote them to a full time agent. 

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annapoorna.venketaraman
Skilled Expert
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ndiazApprentice
posted in Archives - Freshdesk
private notes gone

 We had some help-desk tickets in our system, and upon merging some of them, which become closed, we noticed that the private notes had disappeared.This is not good at all, as this makes it very difficult to track down crucial information that was sent to an agent. In other words, the evidence of what we wrote is gone! Please help!

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annapoorna.venketaraman
Skilled Expert
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user3160Apprentice
posted in Archives - Freshdesk
Premoderation of all interactions with customer

Hello, I want to implement premoderation of all replies sent to customer. As far as I understand it is not a standard feature. So my idea is the following, create 2 Groups - Moderators and SupportTeam.When a ticket is created by the customer, it gets the Group of Moderators. At this point I need to create automatically a copy of the ticket with Group = SupportTeam and Requester = null, dummy or the Agent from Moderators team. When the ticket is resolved by SupportTeam, one of the Moderators reviews and copy-pastes the results to the initial ticket and the results go to the customer. My question is - is there an easier way? If not, then how to automate the creation of the ticket for SupportTeam? Dispatch'r Actions doesn't have a "create new ticket" option.

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justin.chalkContributor
posted in Archives - Freshdesk
Freshchat adds a note to an existing ticket when not desired

Hi Team - We are currently testing Freshchat for deployment and have found the following behavior.1. We embed the Freshchat script into our desktop application on a static HTML page2. We can launch chat, interact with customers etc OK3. After closing the chat session we "Convert to new Ticket", detail the ticket and all is good4. Say 45 mins later the user launches a "new" chat (following on from the last conversation) with a new issue / topic, closing the chat session does not give the option to create new ticket / merge chat into ticket. It adds the chat notes to the existing "Resolved" ticket.What are out option for handling this scenario?Regards,Justin

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annapoorna.venketaraman
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david.barrettContributor
posted in Archives - Freshdesk
Modify Freshdesk Theme

HiI would like to make a small change to our support portal Login page, to be clear this pagehttp://freshtheme.freshdesk.com/support/loginAll I would like to do is place a background image on this screen, can anyone give me some example code for this to place in my css?Kind RegardsDavid

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annapoorna.venketaraman
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info_12409Apprentice
posted in Archives - Freshdesk
"0" missing from Phone field

 Hi, I find quite annoying that the "0" disappears from the phone field.All my client (UK) use number format as 07707 xxx xxx or 0208 xxx xxxx It may be just matter of having the right format on the field, isn't it?

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annapoorna.venketaraman
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connieContributor
posted in Archives - Freshdesk
Corrupted Microsoft Documents

 Sometimes when we receive an attachment in a ticket that is a Microsoft document of some kind (usually Word or Publisher), we can't open it and it says the file is corrupted.Yet, if the person emails it to our personal email, we receive it, and then can open it with no problems at all.We have researched this and we did find one instance, a link was in the document, and depending on the settings in Word, Microsoft does not like it when there is a link in a document that is being sent via the web.  I turned off all the settings that the Microsoft documentation said to, but this has not resolved all the issues.Freshdesk support can not duplicate the problem, even when I provided them with an example to use.Is anyone out there having any issues like this and is there a solution?

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annapoorna.venketaraman
Skilled Expert
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Apprentice
satish.bApprentice
posted in Archives - Freshdesk
Ticket Identification

 Can someone please tell me in what ways a ticket is identified in FreshDesk.Assume I had integrated my web application with FreshDesk. Tickets are created through my application and how is the specific ticket identified.

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annapoorna.venketaraman
Skilled Expert
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rodrigo.deguirApprentice
posted in Archives - Freshdesk
Predefined answers are loaded incorrectly

I'm using the system a few days and I'm very excited. However something that does not work for me at all are the default answers. I create the answers but to call upon the answers, the text appears mangled, more lines, all wrong. How to fix it?

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annapoorna.venketaraman
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tim_12851Contributor
posted in Archives - Freshdesk
How do I reference custom fields when using View list of Users

I'm successfully grabbing the users that I want using the "View list of Users" call and passing in a urlencoded "query=customer_id is 5000XXXXX" as an option to userlist.php.I want to also add a filter on top of that that also limits it to users where cf_blah_blah_blah is True.  I've tried various things with no luck and it seems to just ignore everything beyond the initial condition of the customer_id.I've used custom fields before with other API projects I did but they were json.  This is free text query and I'm not sure how to reference the custom field.Any insight appreciated!

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tim_12851Contributor
posted in Archives - Freshdesk
Has anyone successfully updated a group using the API?

Background first... we have a pool of agents that is constantly changing from week to week.  We have to remove agents to and from the group as they come and go from this rotating role.  It's a carry-over from a previous system we used in support.  As it is now, a Freshdesk administrator must remove an agent and add a new agent as people come on and off based on a schedule.  Sometimes they even agree to cover another during travel when on schedule, etc. and this requires the same remove/add to the group situation.So, I figured I'd create a "self service" web app that uses the API calls to update the group membership.  I created it using PHP.I can do everything I have wanted to do so far including pulling present group members for display and pulling agents for populating drop downs, etc.  But, when I finally got to sending the PUT to update the agent_list I can't get it to work.  There are no specific PHP examples but I was sure my code flushes out.  I compared it to some c# and Ruby co

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jserranoApprentice
posted in Archives - Freshdesk
Service Visit (Physical) Reports

Hi, We work with diagnostic imaging equipment and have to do a lot of on-site technical supports visits. We are trying to migrate our whole service tracking to freshdesk, and would like your opinion on the best way to accomplish this-We are required (by law) to give a technical visit report to the customer, as this will be attached to the medical device's log.-This report needs to be signed by both the support engineer and the person that receives the device on the customer's end.-Each visit has some fields, one of which is a consecutive, unique numberWe are looking for a way to replace the reports or engineers have to manually fill with freshdesk +  maybe something else.What approach would you take? I'm thinking of setting up a form (internally or with an external service? which do you think would work best? and engineer could fill the report online and make customer sign on a trackpad, etc. This would be valid.Please let me know your thoughts and how you've managed the duality betwee

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nick_13113Apprentice
posted in Archives - Freshdesk
Integration with AddressTwo CRM

Link your FreshDesk customers with AddressTwo CRM to view full customer details and relationship history.  With the click of a button, match the requester's customer account to AddressTwo CRM Records.

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smnApprentice
posted in Archives - Freshdesk
Recover deleted ticket

Instead of just closing a ticket I deleted it! No prompt "are you sure" - it just fired!Is there any way to recover the deleted ticket?

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marcos.welterApprentice
posted in Archives - Freshdesk
Integration CRM Solve Witch FreshDesk

Integration CRM Solve Witch FreshDesk

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dave.christophersApprentice
posted in Archives - Freshdesk
Replies from people CC into an email from fD

Hi GuysCan anyone help with a little issue that I am having...Some of my replies to customers need to be copied to others and sometimes those that were CC into the reply will respond to the message. When this hits FD it is creating it as a new ticket... Has anyone found a work around to this? I have had to turn off auto emails for ticket creation because of this as i am then having to merge the tickets!! (frustrating and time consuming!)Any help appreciated

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michal.zilincarApprentice
posted in Archives - Freshdesk
Filtering tickets by customer is not working.

 Hi , I cant choose any customer in ticket filtering. Whatever I try i just get "No matching Customer found"Used to work just stoped to be functional now. ThanksMichal

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paultContributor
posted in Archives - Freshdesk
attachments being renamed

Hi,Attachments that are being sent from our agents to customers are having the spaces replaced with underscores in the attachment file name. This is causing us some major issues as the files we send out to clients have a required naming convention and need to remain the same. When they try to install the files, they are not working because our software is looking for the original file names.It is not possible for us to change this as it would mean having to modify thousands of template files in clients configurations. Besides which, why are you modifying the attachment name at all? If we add an attachment to send an email, then we expect that to be the same name. You don't expect your email client to change the name, so why would it be acceptable here when freshdesk is replacing email clients for our agents.RegardsPaul

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elnaggaralexApprentice
posted in Archives - Freshdesk
Android Studio Integration

I tried to integrate SDK with android Studio but I got this error Error:Execution failed for task ':app:dexDebug'. > com.android.ide.common.process.ProcessException: org.gradle.process.internal.ExecException: Process 'command 'C:\Program Files\Java\jdk1.8.0_25\bin\java.exe'' finished with non-zero exit value 2it seems I have a conflict with two libraries but when I see gradle files I don't see any conflicted libs I use windows 7 64bit gradle 1.2.1 android studio 1.2.1.1 build tools 21.1.2

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dannyApprentice
posted in Archives - Freshdesk
Support channel E-Mail doesn't work with BCC in GravityForms

In GravityForms I configured a e-mail address in te BCC. This e-mail address is correctly connected in the support configuration in FreshDesk and our Web hosting partner because E-Mails send to this e-mail address are successfully added as ticket in FreshDesk.So far so good.In the conformation E-Mail in GravityForms a BCC E-Mail can be used.When I use our info@...nl e-mail address in the BCC we receive the new submits from that form. So the BCC in GravityForms works fineWhen I use our kontajt@...nl e-mail address in the BCC we DON'T receive the new submits from that form as a new ticket, although the e-mail must be send.Are there any problems know in using the BCC E-Mail Address in the Conformation E-Mail Address in GravityForms?Is the Ticket not created because the e-mail was send as a BBC?Thanks in advance for your answer :)

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annapoorna.venketaraman
Skilled Expert
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matthew_12159Contributor
posted in Archives - Freshdesk
Freshfone Caller location

When a caller is from an international area the system does not recognise the area codes correctly and gets them wrong such as Illinois for calls from the United KingdomConversation with +144779596XXXX (IL, US) and Connie XXXX (+1772324XXXX)This seems to happen on most if not all international calls.

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annapoorna.venketaraman
Skilled Expert
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Contributor
matthew_12159Contributor
posted in Archives - Freshdesk
Freshfone merging of tickets

When freshfone phone calls or voicemails are merged the phone calls don't transfer which kind of negates the point of a ticket system to have the data on one common data stream for example :Merged from ticket 7230Subject: Voicemail from +1447525843XXXDescription:Voicemail from +144752584XXXX (IL, US) to +177232XXXXThe freshfone/voicemails should transfer to the master ticket with no problem

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annapoorna.venketaraman
Skilled Expert
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arnaudContributor
posted in Archives - Freshdesk
Import and convert old customer Emails into tickets: BUG on date.

Hi, I'm evaluating freshdesk, and planning to migrate our old manual mailbox support.In order not to start from scratch, and have customer history, I'm evaluating migration options of our customer care mails into tickets.I understand emails cannot be forwarded , but rather redirected to our freshdesk entry point, in order to keep original senders. (email headers)By using thunderbird or Apple Mail, it works fine indeed : the original sender is preserved, and the customer is imported.BUT  there is a big bug on date : the original date is lost, and replaced by 'now' date.I've tested to redirect an old mail to a gmail mailbox : it works fine , the date is preserved, so the bug is on freshdesk side.How solve the problem ? thank you for your help- Arnaud

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annapoorna.venketaraman
Skilled Expert

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