Using Freshdesk

As the account admin I “Create[d] an XML file with all [my] data from this Freshdesk Support Desk account.” at Admin >  Account Settings > Export Data. I now have a .zip file that contains .xml files for tickets, users, groups, companies, and solutions. This is perfect, but I want to be able to import this back into my Freshdesk Support Desk account after making a change to the .xml files. Please see my comment below for my attempts.

Hey guys, A few weeks back I managed to get >90% of out last few years Zendesk tickets imported. Just finished the code to convert phone calls to tickets so I thought I'd import the last 3 weeks tickets, comes to ~250 so not many. It doesn't seem to import any of them! They all error with: "It should be one of these values: '[our list of call types]' I'm hand checked the Zendesk tickets and for the most part they do have a call type that matches the list in Freshdesk. I must be missing something if the import worked fine last time. Regards, Andy

Looking to hear from users who have successfully migrated from Zendesk to Fresdesk. I am going to try it on a test account, but my only current concern is that users or other agents are going to be spammed with notifications and emails when I move our old Zendesk account to the active Freshdesk production environment. Any insights on this process and ways to minimize disruption to a production environment would be appreciated. Thanks,

Hello, A Customer of us has a Time Triggered Automator set up so that the assigned agent gets an email after X hours assigned.But, now is the question, can we also mail someone that is externally?I couldn't find any workable option, but maybe someone knows a good app or workaround for this?Kind Regards,Chris.

Solved

The virtual streets of Freshworks Community came alive last Thursday as 55 of our members got together to hear from the Super-Agents Panelist, @Emily Flanagan and Micah Harris, Riverside Insights, @IngramIT, Ingram Micro, Dean Allison and @Aaron Turnbull, NBS, and Alex Fahey, Clair, at our very FIRST Agent Roundtable!  ✅ If you missed it or want to watch it again, get to it! ✅  Here are the top take-aways: 📢 Understanding what it means to be empathetic in your every day job.The importance of taking the time to put yourself in the customers shoes, see through their lenses, and understand why they are reaching out to support.💬 Showing empathy when talking with customers. Gauge and tailor your tone to match that of the speaker. Ensure the customer knows you are there to help by letting them know you are prioritizing their issue, and will help them with a resolution: “I understand why you are frustrated, and this is how I can fix it or get “buy-in” from those who can help”, Emily Flanaga

Hello,I have just confirmed with support that there is zero difference between Dispatch’r and admin/automations/ticket_creation. As a new user I find it really confusing that there are two parts of the application that do identical things.If the product roadmap going forward is to keep the Admin → Automations screen (and treat Dispatch’r as old) then please consider:Working with existing users to migrate their existing Dispatch’r logic into the new view and letting them know where to find this logic Hiding the Dispatch’r UI from new users who don’t have any rules set up and won’t miss it’s absence (as they can already do everything they wanted to do with Dispatch’r in Admin → Automations)Many thanks 

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We are trialing out the free trial and we are getting the following error when trying to send out outgoing emails - anyone know how we can address this to ensure we can send emails out. “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” 

Hello all.  We are evaluating FD and it is very nice.  One thing that we can not figure out is how to have tickets assigned to a company as a whole and not a specific contact within the company.  Based on our research this does not seem possible since tickets are tied to an email address.  However, as an IT provider we have many things that we have to do for a customer that should/could be a ticket but for internal reasons.  For instance, contacting them on a proposal, sending them info on a subscription for AV, leaving the site and having a ticket to myself (for this customer) to login later to check the status of a job, etc.  These are things that we do not want the customer to be notified for and also likely not have an SLA as well since they are really “todo’s” for a customer that we need to get done.  We could create tickets to ourselves for this but we want to associate these tasks to a company as a whole...Basically, things we need to do as a whole for this customer.  They are m

Doing a PUT an an agent to update their information returns this error:"message": "Not allowed to edit Agent's profile information(name, phone, mobile and title)", The documentation lists those fields as valid inputs.https://developer.freshdesk.com/api/#update_agent Frankly… if you cannot edit that information what *can* you update? Also, attempting to update the email gives an odd error, even when the provided value is the existing value:"message": "Email exists in multiple accounts in the org. Only org admins can edit this", Basically, I’m not able to get the update API to do anything useful. Snide comment: hate that the output from a GET is different than the input to PUT <sigh>. I have to move all the fields around. But I guess since they don’t work anyway the extra work was at least er… good for the soul?

Can anyone help me with some CSS or HTML that will change the “Login to submit a new ticket” text to read (and which portal customization box to drop it in):“Subscribe for full access”? 

Hi,we recently set up the company support portal but we are facing an issue: emails sent to the support email address, as well as replies to existing tickets via email, get lost somewhere. When a customer sends an email no ticket is created or updated if already existing. Already checked settings and all seems correct. Someone got any idea? Thank you. Mauro

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Possibility to open a ticket seems to be restricted for some reason on https://aysa-support.freshdesk.com/Always displays a message “We are sorry. You have been restricted from accessing this helpdesk page.”help please 🙏🏻

I have captured the custom contact field salutationI would love to addressFemale contacts as: Dear Ms Smith Male contacts as: Dear Mr Jones Companies as: Dear customer Blank records as: Dear customerHow have you solved this? We have already tried:salutation under customer fields plus liquids (two different kinds if and case). The first 2 options always look good (in whatever order I have them), but not all 4. salutation under customer fields plus salutation under ticket fields plus email notification: this doesn’t work as the email notifications will always add the last name which I don’t want in the company and blank case.Running out of ideas…

Hi Team We just started using Fresh service ticketing system and wanted to ask a question. I made a master ticket and added 32 slave tickets to the master. I wanted to know if I enter a note and use resolve status code to close the ticket. Will all 32 users be sent an email notifying them that issue was resolved, and will the note be displayed?

Hello! :) Is there any difference between a ticket created by splitting against a ticket created by a customer by the portal? Our team is divided by skills, sometimes customers ask for help on a different topic, and we use the split ticket functionality to create a new ticket and transfer it to the correct area. We’re facing some conflicts with automations that are triggered on ticket creation because we weren’t able to find a way to prevent them of running on split tickets.

Filters are nice, but AND and OR would be betterWhen will Freshdesk have the Advanced search function?This is good but AND, OR and filters right at the beginning and not only after the search would be even better.https://support.freshdesk.com/en/support/solutions/articles/219702-how-search-in-freshdesk-works

I need to change the Contact on multiple tickets as all tickets are being transferred to another person at my customer.Can I do a bulk update so the Contact changes from ‘Bob’ to ‘Anne’ for all tickets?ThanksPaul

Dear Team,  Based on the use cases and specially having Freshdesk tool in the Healthcare or in major business there has to be provision to reduce the SLA according to their process.We have seen all this possibility in every applications like Salesforce, Zoho, Zendesk,Kapture and many other. Its really important for freshdesk team to take this issue on priority otherwise there might be dropping rate of clients like us or more…Hope to see more inputs and some measures to work on this. ThanksNisha 

Yesterday I received this error message “Email rejected due to an unexpected error. Please try again after sometime.” I tried again today and received the same error message.At this time, I received this error only for two different email addresses under the .de (Germany) domain. I can send email to theses adresses from a GMail account.Any explanation or solution to this issue. Thanks.

Just set up an auto reply for emails, but I Can’t find it for FB messages.Can I set a auto reply for FB messages when the customer sends a msg the first time?

Hello We use Google Login to access freshdesk.I can't find API key in my profile settings.What settings should I turn on to active the API key function?Thanks

We are moving from using the portal to using the API.  1 feature we want to retain is the ‘Related Articles’ block on the article solution detail pages.  This doesn’t seem possible ‘out of the box’ after a brief perusal of the API documentation here:https://developer.freshdesk.com/api/#solution_article_attributes How can I achieve my objective of pulling in ‘Related Articles” using the API?