Using Freshdesk

Hello everyone,   I’m currently working on a project in my company and I need to make the chatbot create a new ticket on the CRM with the information provided by the client during the conversation.   I understand there is an API which can help me to do this but the API I currently have it’s not working and I’m not sure It fully pleases our need.   To be more precise I need to the ticket gets created with the following information:   - Name   - Email   - Subject (this can be obtained from the chatbot’s flow)   - A handwritten message sent by the client.      *I think it’s important to consider that all this information it’s provided during the flow.    Following i’ll leave the API I’m currently using so if u can tell me if it’s ok or if I can get it better thinking of the needs I mentioned before, I’ll be very pleased: {"description": "Conversatio...","subject": " Ticket cr

Hello,  I have a customer that want more than just agents be able to send in FAQ using the kbase e-mail. Is there a solution for that? I was hoping calibrators could do that as well but no. I was asked by the partner support to create a SR here on the forum. 

On my freshdesk page a user cannot submit a ticket because this message displays:We are sorry. You have been restricted from accessing this helpdesk page can sobody tell me what to do? the url is: https://legalia.freshdesk.com/support/home thx

I have created automatic responses that get  triggered under certain conditions.I was expecting to see them directly on Freshdesk, on the ticket that triggered the automation.However, the response is never visible on Freshdesk. Only on the requester email inbox.This way  I have no way to know which ticket has been responded with an automatic reply and which isn’t.Any way to fix  this?

Can anyone help me with CSS or HTML that will help me change the color of my search box located at the left sidebar. Please check at Leopards tracking website.

Hi all,I am facing a challenge, for which I did not find a solution yet. The situation is as follows:We automatically send out an e-mail with a pdf from our internal system to a customer (no bulk e-mails). If a customer wished to react, I would like to have a link in our e-mail, that redirects to a partly-prefilled ticket creator where the customer must fill in certain fields and add attachments. Finally, I would like to view my automatic system e-mail linked to the customer reply, since I need the pdf on answering the ticket. I have thought of many solutions, but haven't found one that might actually work. Who can help me with a solution?Thanks!

Moose is a high-tech and professional-looking Freshdesk support center theme. It features a light wavy design and easy navigation. Moose is 100

I cannot select all companies or contacts and to bulk action anything else but delete those.I can use only 4 filters for contacts which is not enough. The only filter that is there available for companies is Created nothinG else this also needs improving.I cannot bulk email contacts the only option really that is there is to select all contacts or companies and to delete nothing else.Also there is not flexibility in terms of what fields are visible or not on the contacts/contacts main segment view. 

Hi,I have created multiple forms in the portal based and with FreshDesk default functionality these forms are available as drop-down in the portal.So my question is, instead of form drop-down can I have these form represented in any other visual representations (example each form as Buttons or Labels instead of Drop-Down Option) ?Please adviceThanks, 

Is there a way to link the Timelogs in Fresh Desk with the timelog in JIRA ?

Looking for a way that I can make certain tickets private where only VP level or above could see them.  Agents would not be allowed to view 

Hi there, I keep getting weird space lines when that only shows up after I copy and paste but the break does not happen where I paste, sometimes a few words over. I can tell it will happen when I paste it creates a weird gap and although I fix it by manually typing out the pasted word/sentence on the correct line, once I hit send it creates extra lines. Any idea how to fix this? 

I submitted a ticket 8 days ago and haven’t heard anything since, even after I responded again to the ticket. Is this a normal response time from support?

Hi there, we have a problem with solving tickets. When we answer a ticket and solve the problem, we give it the status “solved”. But now the customer answers to that ticket again with a new question and it wont pop up again as a new ticket, so we dont see the ticket and the customer gets no reply. What do we do wrong? Thank you in advance. Best,Sascha

Hi everyone, I am trying to see if there is an efficient way to get a contact from freshdesk as well as the companies names they are associated with instead of the ID’s below. We are using this in an external system and we are tring to avoid multiple API calls if possible. Our contacts can be associated with multiple companies   thanks

Hi all.I face with an problem implementing a custom theme for our portal home page.we try to display a list of categories. each item need to link the category page with a list of articles.out template look like this:{% for category in portal.solution_categories %} {% if category.folders_count > 0 %} <div class="item"> <a href="{{category.url}}"> <img src="example.png" alt="{{category.name}}" /> <p>{{category.name}}</p> </a> </div> {% endif %}{% endfor %}the the problem is with the URL generated from category.url.the generated URL is incorect and point to not existing page which lead to redirect back to home page.generated URL example: /support/solutions/72000072176

Hi All,Hope y’all doing good!I’m facing an issue regarding routing automation custom app in which the call should get connected to the respective routing action depending on the response sent by the app.Application is sending different responses based on the caller. I noticed the call is getting connected to the appropriate call queue  in which i have set the response as “Geekfactory” But, When application sends the response as “invalid” in the routing flow which routes the call to the global agents queue but instead of routing the call to the global queue the routing flow breaks and the call gets disconnected instantly.Attaching the screenshot below, 

Hello,I use an automation script in freshdesk to publish some tickets info to a web service.Everything works fine {{ticket.id}}, {{ticket.subject}}… are transfered via JSON webhook like this : But, now, I try to transfert {{ticket.public_url}} variable to this webhook but this info is not in the choice list.Maybe I can use “advanced” JSON but I don’t know how is the synthax to put these variables into “even/freshdesk_webhook” part of the JSON structure…I think the best way is that Freshdesk development team adds this item in the choice list :Could you please help me ?  

How can my team click the Send button and have the button select the “Send and set as Resolved” automatically, instead of performing two clicks for every single ticket we send a response to?We set as resolve 90% of the time… 

Hello,At the moment the Reply is Sent rule will trigger whenever a response is created on a thread, even if that response came from a CC email and not the original requester.This is very confusing as the system will trigger “customer responded” on the ticket, even though it was actually the CC’d contact that responded.Has anyone figured out a way to have Freshdesk differentiate between these two?

We need to do a redesign of the portal, we have bought 2 themes but we are lacking the necesary skills to make it work properly. We have a clear idea in out mind, we have the CSS file already done according to the brand guidelines but we need to make it work.

Hello!I've been searching the community but I haven't found much information about it or users with the same thing happening to them.Our customers usually respond to a ticket with confirmation of whether or not their reported problems has been solved and, in addition, they ask about other matters. As you can imagine, we manage new questions in different tickets, so we must split the ticket based on the last response from the customer.The problem is that when splitting the ticket, the customer's last response is copied to the new ticket and removed from the original. In this situation, we must copy the customer's response from the new ticket and add it as a note in the original ticket, causing a significant loss of time every week. It is important to keep the response in the original ticket because it usually contains relevant information for us.My question is, is there any way to fix this automatically? If someone is in the same situation, do you follow a

Hello, I’m new to rest api calls, when I run this command I’m not getting any output:curl -u myapikeyhere:X -H "Content-Type: application/json" -X GET -O 'https://mydomainhere.freshdesk.com/api/v2/tickets' Substituting in the API key from my account and my company’s domain, the result is coming back as blank. If I add a -v onto the command I can see that it’s returning with a Status of 200 OK, which is what I’m expecting to see. However, I’m also expecting to see a list of tickets or some other information like is suggested in the API Reference document. For reference, I’m running this command in a BASH terminal, I don’t think this should make a difference but I thought it’s worth noting. Any help is appreciated.

We had an issue that a Contact was flagged as SPAM. It took way to long to go through 2800 records looking for the contacts emails and marking them as not spam. It would have been much easier to be able to sort my contact so it would have grouped all of them together and reduced missing some of them.  

Is it possible to add dropdown choices in freshdesk ticketing dropdown fields via api?