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Using Freshdesk

CX and Customer Support

4775 Posts
A
Apprentice
aadApprentice
posted in Archives - Freshdesk
Is there a way to show the Feedback widget with a custom button.

I want to use the feedback widget, but I don't want the standaard button. I want my own button for styling and placement, but when pressed the feedback widget should show. I've tried to used the embedded widget in a dialog, but I always get a text area for the question with a height = 0Thx-Aad

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V
Contributor
10 years ago
V
Contributor
villeContributor
posted in Automations and Workflows
Are all group members notified when a customer replies non-agent-assigned ticket?

If a ticket is not assigned to any specific agent but already assigned to a group, what is the Fresdesk's behavior when a customer responds to the ticket? Does every agent (in the group) get a notification e-mail about the reply? If it doesn't, I would really like to see such a behavior.Ville

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Community Debut
10 years ago
P
Contributor
paultContributor
posted in Archives - Freshdesk
what is driving response due / overdue labels

HI,We are trying to work out what is causing these labels to appear. We have changed due date to 10 days and we still get a label appearing saying response due.Also what clears the labels? We have changed status but that doesn't seem to do it. even replying to customer doesn't in some cases. We don't really want to have to send a separate reply to a customer to clear this flag. If we change the status to pending, the customer has then gotten a response to say the status has changed. So it should clear the flag.It's really starting to confuse and frustrate our agents. Could you please let us know in detail what is driving these labels to appear, what criteria etc is checked. And also exactly how the system decides the label should be removed.Kind RegardsPaul

643
V
Contributor
10 years ago
H
Apprentice
hoffmanApprentice
posted in Archives - Freshdesk
Login using Google Account

I have recently enabled "Allow users to Sign in using Google" in our FD portal. When a subset of customers that run google apps for education get to our login page and select the "or login using Google" shortcut, they receive a "OpenID auth request contains an unregistered domain: http://cclt.freshdesk.com. We manage this customer's google services and have enabled OpenID in their domain at the following location Go to Manage this domain. -->> Advanced tools -->> Federated Login using OpenIDI have read this article but it does not describe was is necessary to register our domain for the above functionality. https://support.freshdesk.com/support/solutions/articles/2632-how-to-enable-single-sign-on-for-google-apps-premierCan someone let me know what I am missing? Thank you,Eric HoffmanCCL Technologies

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V
Contributor
10 years ago
P
Apprentice
psneathenApprentice
posted in Archives - Freshdesk
Copy and paste into body of new ticket

When I copy and paste an image into the body of a new ticket it shows up in the ticket form, but does not show up with the submitted ticket.

371
V
Contributor
10 years ago
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Contributor
businessdad75Contributor
posted in Archives - Freshdesk
Mobile site keeps redirecting to login

In the past few days, I've been unable to use the mobile site to manage and reply to tickets. When I try to change a ticket, I get a message saying "correct the errors", although there are no errors in the form. When I try to send a reply, after clicking "Send" the page goes gray for a moment, then it becomes usable again, but the message is not sent. If I click on "Send" again, a message saying "Login required" appears. I go back to the home page, log in, reach the ticket, try to send a reply, same error, "Login required" A the above verified with Chrome, Firefox, Opera and Android browser. It looks like the mobile site loses the session on the way.

401
V
Contributor
10 years ago
K
Contributor
kubaverContributor
posted in Archives - Freshdesk
Business Hour problem

When I select Business Hours icon in Administration, bellow text is shown: We're sorry, but something went wrong. We've been notified about this issue and we'll take a look at it shortly.This problem has been going on for almost a week...thxK-)8

314
K
Contributor
10 years ago
D
Contributor
davidboyd24Contributor
posted in Archives - Freshdesk
Inbound emails not updating tickets

Our company uses freshdesk. When responding to the clients ticket, the email is triggered to the client (as expected). However, should the client hit reply, their response goes to the support@....com email, but the response is not appended to the ticket in freshdesk. Is this possible or have we a setup issue? This is a problem for us as any responses from the client are not tracked against the ticket. Thanks.

354
D
Contributor
10 years ago
V
Apprentice
vinothApprentice
posted in Archives - Freshdesk
Google Hangouts - Customer initiated video calls

Your customers can initiate a hangout with your agents right from their ticket in the Freshdesk support portal. This way, your agents and customers can set up a time for a hangout session and troubleshoot problems easily. Quick guide to set up a hangout widget on the end user portalLogin to your support portal as an administratorClick on the Helpdesk Rebranding icon under the Admin tabClick on the "Customize portal" button on the top foldIn the Portal customization page, click on the "Layouts & Pages" tabIn the Portal layout tab, paste this javascript code in the footer section, above the existing codeYou can preview this change and then click on "Save and Publish" for the changes to reflect immediatelyNow when your customers log on to your helpdesk and check their tickets, they can see a hangout button right next to itYour customer can click on the Start button to initiate the hangout with the agent assigned to their ticket, in a pre-defined timeRequirementsA customer can only ini

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Apprentice
10 years ago
V
Apprentice
vinothApprentice
posted in Archives - Freshdesk
Prevent Deletion of attachments

Prevent accidental attachment deletion by making sure that only your Admins can delete attachments. Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"

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Apprentice
10 years ago
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Apprentice
richard.g.w.benwellApprentice
posted in Archives - Freshdesk
Search results that match tag show full solution text

When searching for solutions using a tag, the results show the full solution text instead of a truncated version (summary). This makes the results difficult to read and very long!We are trying to use tags to categorise our solutions and link users to a search page showing all the matching results. But this is not working well.It would really help if search results that match a tag were truncated to first few lines.Thanks!

302
R
Apprentice
10 years ago
P
Contributor
paultContributor
posted in Archives - Freshdesk
Images are pasted with private links eg gmail

Hi,If we copy and paste an image out of a gmail email, the image is displayed, but the link is set to the private gmail link from my email account. So it's shows up fine when I view the ticket/canned response and i'm logged in to gmail, but if anyone else views it, it shows as a broken link.Is it possible to fix or prevent this from happening?RegardsPaul 

302
P
Contributor
10 years ago
V
Apprentice
vnovakApprentice
posted in Archives - Freshdesk
AD script doesn't work with NTML ( AD intergration )

 I get screen with prompt user/password, but it doesn't show me anything after hitting ok button. Where can I view logs or somehow troubleshoot this issue.Maybe, there is issue from AD side? How can we check this?I had a call with your support but they didn't help me.Windows Authentication method: NTML-Slava

182
V
Apprentice
10 years ago
C
Apprentice
carl.altomareApprentice
posted in Archives - Freshdesk
Customize Home

How can I customize the home page - I want to put a link on the home page on the right panel?

9419
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Contributor
10 years ago
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Contributor
marc_11439Contributor
posted in Archives - Freshdesk
Customers can not use the iOS app

If I try and log onto my Freshdesk system using the iOS app as a customer, I am getting login errors. Is there some reason that Freshdesk doesn't think that our customers would use this mobile app?All of our customers have iPads, or other mobile devices, and would prefer to use them for Freshdesk access. Is this a bug or a current limitation in the system. In either case, when will this feature be enabled?

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Contributor
10 years ago
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Apprentice
lionelApprentice
posted in Archives - Freshdesk
imported tickets generate new tickets on reply

We have just recently imported all our old tickets from Zendesk and I've noticed that if a client responds to a imported ticket via email using the email sent from the old system it creates a new ticket and doesn't reply to the imported ticket. Is there anyway to prevent this with out having to merge the newly created ticket and rather have the response added to the existing ticket?

181
G
Contributor
10 years ago
N
Apprentice
nasirApprentice
posted in Archives - Freshdesk
calling freshdesk api with PHP

 Hi Freshdesk users,For those who wnat to use freshdesk api with PHP, i wrote a blog with sampel code.Please see the link http://www.alltoolkits.com/blog/php/using-freshdesk-api/.Happy coding :)

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N
Apprentice
10 years ago
S
Apprentice
smokygfApprentice
posted in Archives - Freshdesk
Freshdesk being used for Pharmacy Spamming

Hi,Im a member of SpamCop.net and I'm receiving pharmacy spam from support@mymodafinil.freshdesk.com (o1.email.freshdesk.com. [74.63.234.143]) before I add this IP to our blocking list I thought I'd give you a chance to fix the problem as Im sure its against your TOS.ThanksAlexskyhttps://mymodafinil.freshdesk.com/support/homesource: https://www.legitscript.com/pharmacy/mymodafinil.netmymodafinil.net is a Rogue Internet Pharmacy Website Summary URL: http://mymodafinil.net Approval Status: ROGUE (Definition) (since 12/18/2012) LegitScript has reviewed this Internet pharmacy and determined that it does not meet LegitScript Internet pharmacy verification standards. Additionally, LegitScript has determined that this pharmacy website meets our definition of a "Rogue Internet Pharmacy". Definition of a Rogue Internet Pharmacy A pharmacy website that intentionally or knowingly:violates, appears to violate, or encourages violation of Federal or state law or regulation;does not adhe

332
G
Contributor
10 years ago
M
Contributor
matt_11659Contributor
posted in Archives - Freshdesk
Company search does not work in Edit Contact screen

It seems in the last week or so, the Company search does not work in the Edit Contact screen.  It used to be that you could type a word of a company name into the Company field and you would get a list of possible results to select from.  This no longer happens.Currently, in order to link a Contact with a Company, you have to enter the full company name 'exactly' into the Company field.  The full company name is very difficult to find manually when there is a large number of Companies in the system.  (It also seems that the Export Customer function does not include Companies that are not linked to any Contacts.

222
M
Contributor
10 years ago
J
Contributor
jeanpaulContributor
posted in Archives - Freshdesk
Incoming email tickets erroneously flagged as spam

A lot of our incoming tickets are wrongly classified as spam and these have to be manually flagged as 'Not spam'. This is a tedious process and also hurt our ticket speed. Is the Unmark Spam option a learning filter? Is there a possibility for a whilelist option in admin, so certain incoming emails are always considered 'ham' instead of 'spam'.

76610
V
Contributor
10 years ago
M
Contributor
marc_11439Contributor
posted in Archives - Freshdesk
Search solutions from iOS app not working

Double thumbs up for the new update to the iOS app. I am thrilled that we can now create a new ticket from the app.Big problem right now with the app is that search of solutions does not appear to be working at all. I do a search from the web and get results returned, but the exact same search from the iOS app does not return any. Can you please investigate what is happening with the search on iOS.

332
M
Contributor
10 years ago
S
Apprentice
shawn.rehillApprentice
posted in Archives - Freshdesk
Custom feedback AJAX submission

Hello I am having an issue with using AJAX to submit a custom feedback page from my website. Here's what I have $.ajax({ beforeSend: function (xhr) { xhr.setRequestHeader('Authorization', 'APIkey:' + btoa('XXXXXXXX')); }, type: "POST", contentType: "application/jsonp; charset=utf-8", url: 'http://f4.freshdesk.com/helpdesk/tickets.json', data: { "helpdesk_ticket":{ "description":"Some details on the issue ...", "subject":"Support needed..", "email":"hulk@outerspace.com", "priority":1, "status":2 } }, processData: false, dataType: "jsonp", crossDomain: true, error: function (xhr, ajaxOptions, thrownError) { console.log(thrownError); } }); I get an error message ""jQueryXXXXXXXXXXXXXXXXXXXXXXX was not called" Anyone know how to resolve this issue?

281
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Community Debut
10 years ago
J
Apprentice
jfuhrApprentice
posted in Archives - Freshdesk
Question regarding multiple products

This is more of a question than a problem, but I didn't see a forum to post it in.I am trialing the Estate edition and it works great.  We have two other products that I want to use this for.When I go the Multiple Products page, there is nothing in there.  I guess I expect to see my 'default' product support.So before I create another product, I wanted to make sure that it didn't blow away the support stuff I initially set up, because its in production.Thanks!Jaime

291
M
Contributor
10 years ago
O
Apprentice
only4cars2014Apprentice
posted in Archives - Freshdesk
Queries

I have following issues I need assistance with.Help deeply appreciated.

191
annapoorna.venketaraman
Community Manager
10 years ago
J
Apprentice
jeremiahblanchApprentice
posted in Archives - Freshdesk
NaN bug inside support widget header.

I have embedded the FreshDesk popup widget in my app. We specify the popup's header to be "Support Ticket", but when it appears, it says "Support TicketNaN". (screenshot attached). The code we use looks something like this (I've only included the javascript part):  FreshWidget.init("",{"queryString": "&widgetType=popup&formTitle=Support+Ticket&submitThanks=Thanks&searchArea=no", "widgetType": "popup", "formTitle": "Support Ticket", "buttonType": "text", "buttonText": "Support", "buttonColor": "white", "buttonBg": "#14CDEB", "alignment": "4", "offset": "650px", "submitThanks": "Thanks for submitting this support ticket, we will look into it as soon as we can", "formHeight": "550px", "url": "http://oururl.freshdesk.com"});    Somewhere a javascript error is occurring when it tries to calculate a number.This NaN looks crappy. How can I hide it?

231
annapoorna.venketaraman
Community Manager
10 years ago

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