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2 days ago

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Using Freshdesk

Using Freshdesk

CX and Customer Support

4774 Posts

YuliApprentice

asked in Ticketing & Agent Productivity

Urgent: Clients Unable to Create Tickets – Error After Form Submission

I am reaching out regarding an issue our clients are experiencing on our Freshdesk platform. After filling out the ticket form, they are encountering an error when trying to submit it. This is preventing them from creating support tickets, which is impacting our ability to assist them effectively.

asked in Ticketing & Agent Productivity

disable mouseover popup on ticket view

is there any way to disable the popup box when I mouse over any item in the ticket view window ? Sometimes they dont disappear and I have to mouse over other things to get them to go away so I can read whats under the popup box. It’s so irritating and I can live without any of the popups, so I want them disabled. ...Or is this something I have to install a popup blocker in my browser and blacklist part of our freshdesk page ?

JosueCContributor

asked in How do I....?

Automation on ticket update: perform actions specific days

It would be good to be able to perform an action automatically on selected days, o periods only.For example, to add a tag automatically if an action/update takes place on a weekend.

SarikaContributor

asked in Ticketing & Agent Productivity

Search/filter tickets which an agent has worked with

Is there any way an agent can check the recent actions or possibility for them to search the tickets which are not assigned to them anymore but they added a note or handled the ticket in its life cycle?

Varunkumar PalanisamyApprentice

asked in Knowledge Base

The term "runonflux" is appearing above the meta title and description of my Freshdesk support articles when searched on Google.

My problem is that we are using Freshdesk as our helpdesk and knowledge base tool. We have hosted several support articles through Freshdesk, which are currently accessible on the internet when people search for our brand with 'Support', such as 'signeasy support'.In our case, when searching like this, our support pages appear in the results, but with the name 'runonflux' at the top, just above the meta title and description of each page. This occurs for all of our support articles appearing on Google with this title for each page.I have attached a screenshot for reference. Please let me know if there's any way to change this or provide guidance on how to fix it. I couldn't find the same name anywhere in our page source code, which prompted me to reach out here.

TintinSkilled Expert

asked in Portals, Emails & Other Channels

Position should be from

Does anyone here experience this issue. See attached screenshot,

dgoodContributor

asked in Ticketing & Agent Productivity

Having a flag when creating a custom status to have it be included in the 'resolved' group.

We would like to request the ability to flag custom statuses as part of the "resolved" status group. In the default dashboard, there is a prebuilt "All unresolved tickets" filter that currently includes all tickets marked with status that is not ‘resolved’. We have created a custom status of ‘Scheduled’ that is being categorized as unresolved and being shown in the "All unresolved tickets" list despite no work needing to be done on that ticket until it’s scheduled time. Use Case:A ticket with a custom status "Scheduled" is pending reopen a month out but is currently being counted as unresolved in the dashboard. Categorize this status as "resolved" so that it does not appear in the "unresolved tickets" list until it reopens on it’s scheduled date.

mikefirstaidApprentice

asked in How do I....?

Some tickets created by email are landing in spam

We moved from one type of form to another, and now some of our enquries are landing in spam, even though there’s nothing “spammy” about them. I can’t find a “rule” where we can set that anything coming from our website forms should not be marked as spam.New form is Fluent Forms in WordPress. The other form that we didn’t have this issue with is Formiddable. How do we prevent this from happening?

REH62Apprentice

asked in Knowledge Base

Edge/Chrome won't display embedded iFrame PDF in Freshdesk but will in Freshservice

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code.Is there a setting in Freshdesk that I can turn off to prevent the code being appended?Thanks in advance for any assistance.

panksiApprentice

asked in API and Webhooks

generateTargetUrl() generates url that is common for whole space

as said in the title,The hook url that was generated for me was baseurl//event/hook/freshdesk for example.How do external events work then, is this hook tied to the space or to the each installation?will it fire 35 times if 35 agents use the app?

mikeproApprentice

asked in How do I....?

Frontegg SSO integration blocked by Freshdesk?

Team is trying to setup SSO with Frontegg authenticator. Frontegg explains we are being blocked by Freshdesk for some reason… has anyone experienced this and have some troubleshooting steps? I have reached out to support in the meantime.

Vignesh RajApprentice

asked in Automations and Workflows

Automate a reply message to the WhatsApp users

Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.

apellotApprentice

asked in How do I....?

Two end-users cannot attach pictures to tickets

Two users on my network are unable to send picture attachments along with their tickets. Those are all the details I have as of now. Any general ideas where to begin in Fresh Desk?

TamilarasiApprentice

posted in API and Webhooks

Issue with Retrieving Email Field in Contact Search API Response

I'm facing an issue with the Contact Search API. When I call the API to search for contacts, the response includes fields like phone, ID, and name, but the email field is missing from the results.Has anyone encountered this issue before? Are there any specific settings or permissions required to retrieve the email field?

HBussApprentice

asked in How do I....?

How to hide the popup "out of office"?

When I have set “out of office”, a popup appears in the corner down right. It hides a button “update” and i cannot close it: How to deal with it?Thank you for helping.

LeonLerApprentice

asked in Automations and Workflows

Slack channels are not showed in configuration

Hi,I’m trying to use the Freshdesk-Slack integration..I added some new public channels to our Slack in order to redirect the notifications there, and when I’m trying to add these channels to the Access Public Channels, they are not in the list of choices.Any idea on what the problem might be?This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately Thanks!

TintinSkilled Expert

asked in Portals, Emails & Other Channels

Ticket Fields disappeared from ticket forms portal

Hi, Does anyone here experience the disappearing fields in ticket forms portal but visible in ticket fields? Thank you

tathagata.basuApprentice

asked in How do I....?

NEED HELP WITH INTERNAL VRS EXTERNAL ARTICLES IN KB METRICS

Team,We need to see the number of articles which are internal and external (clients view) in the Knowledge Base Metrics dashboard based on the folder visibility. This would immensely help with pulling the metrics more accurately and out of the box.

The CenterContributor

asked in How do I....?

freshdesk support

How do I report a bug to Freshdesk? Support lets me go in and make a ticket; but when I go to submit this is what I get:“We are sorry. You have been restricted from accessing this helpdesk page.” Kind of strange that an app that is about processing bug reports doesn’t even let you report bugs…

thantsakoumisApprentice

asked in How do I....?

Automation to meet First Response Time SLA

Hello community,I would to ask if there is any idea / automation on how to meet First Response SLA in Freshdesk using an automation rule?This is because we have very tight First Response SLAsThe rule could for example imitate the response of the agent by just sending out some basic information of the ticket.Happy to hear your suggestions.Thank you,Thanasis

thisismebb22Top Contributor

asked in Analytics, Reports & Dashboards

asset to purchase order report or view

The PO analytics seem to give you a view into how many assets are associated with a PO but does not identify them. Similar for asset analytics... I cannot show the PO associated with the asset. We need to report on this on many objects related at once and not have to drill into each asset to see the related PO. In other words we need to see all assets associated with a PO in one pane of glass.

wendelmoreiraApprentice

asked in Ticketing & Agent Productivity

Need Help: Email Notification Issue

Hello everyone,I recently edited an email notification, but now it's showing up as a blank page and the email sent is also blank. Has anyone encountered this issue before and can help me out?Thanks in advance!

ramijamesApprentice

asked in Portals, Emails & Other Channels

Adding a Google group as a secondary support email

We are (unsuccessfully) trying to add a secondary support email for our developer relations team. It is a google group account and so can not sign in via SSO, and does not have a username/password. I can’t find any documentation for how Freshdesk expects us to connect this account so that incoming emails get pushed into their system. Any help would be appreciated.

ayinuhaApprentice

asked in How do I....?

Problem: Receive SMIME signed e-mails

Until now, there was no problem when we wrote signed emails to the ticket system email.Since the last update, these are no longer displayed correctly, as now only ‘Not given.’ is displayed as the description text.Is this problem known?

JamesFContributor

asked in How do I....?

Possible to merge tickets without assigning them to person who merged them?

Freshdesk did not used to assign the merge tickets to the person who merged them. This seems to have started happening recently. Is there anyway to disable this? We do not want the merged ticket automatically assigned to the person who merged them.Thank you,

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