Using Freshdesk

If we update any contact on freshdesk  with prefix '+', the search API is not working.Suppose,We have updated a contact as '+7654367287' on Freshdesk Contact Edit option.then below APIs will not work for contact search./api/v2/contacts?mobile=7654367287/api/v2/contacts?mobile=+7654367287

Has anyone recently started having issues with the FD/SF integration? Ours was working for 2 years and then stopped. On the SF side, it just showed nothing under the tickets list. When I try to update the API key, I get the following error:Unable to connect to Freshdesk. Please check the domain URL and "credentials"I am working with FD support but they seem to be stumped so I'm hoping that someone else has run in to this issue. We are able to get the connection to work in our SF Dev environment so we do have everything entered correctly. We also attempted uninstalling and reinstalling the integration and that did not fix it.

Hello there,I'm using Freshchat API for Wordpress website.Each time, while window loads, seem a gap on the top of the website due to freshchat script.Any solution?Regards,Manika 

Relacionamento Agriness

Do I need to use an API to import ticket history?

Hi,I've created a custom app that basically renders a button, but the containing iframe is way too large, thus wasting precious space:How can I limit the app height? Nothing I tried worked so far.Thanks, Stephan

We'd like to create a dropdown input on a "Custom Installation Page" populated by "ticket type" options. This is a system field, but the options for it can be customized by admins. So rather than assuming they're the default "ticket type" options, we'd like to look up the values using the REST API and populate it with those. That way the options are always up-to-date and accurate. The problem we're running into is there doesn't appear to be an easy way to make this API call. When using `client.request`, it doesn't matter whether you're calling Freshdesk or some random third-party domain. You still need the complete URL and a way to authenticate with it. And it seems the only way to get that is by making the user manually enter it. I guess I'm having a hard time believing that if you want to make a call from a Freshdesk app to the Freshdesk API, using the Freshdesk client library, it requires a human to manually enter a bunch of info

We're looking to migrate from HelpScout into FreshDesk and would love to speak with other customers who have done this.  In particular, have you succeeded in getting CSV file exports of your data from them and how? Any tips or tricks you'd be willing to share would be very much appreciated! Thanks!

Hello everyone,I'm stuck with an issue. I made a script that will export emails from an Outlook folder then for each conversation it will create a ticket.I'm using Powershell and the following code : # Outlook Variables $outlook = new-object -com outlook.application; $ns = $outlook.GetNameSpace("MAPI"); $inbox = $ns.GetDefaultFolder(6) # Get the emails that are in the folder named "folder_name" $targetfolder = $inbox.Folders | where-object { $_.name -eq "folder_name" } $items_list = $targetfolder.items | Select-Object ConversationID, sentOn, SenderName, To, TaskSubject, htmlbody, Attachments | sort-object -Property ConversationID, @{Expression = { $_.sentOn }; Ascending = $false } | select -First 1 foreach($item in $items_list){ $item.Body } # Fresh's Part [System.Net.Servi

Hello Guys,We have launched "Apollo Theme" which is fully compatible with Freshdesk & Freshservice.It is a good looking, profession

Before making a final decision between free and paid Freshdesk themes, it’s better to assess the advantages and disadvantages of both. The main question is – how can you use your budget wisely without paying double or triple the price by the end of the day? For the majority of people, the first look determines the level of trustworthiness of the business. And what’s even worse, it takes approximately a second to judge a website and leave it, if it doesn’t look trustworthy or professional enough.Advantages of free Freshdesk

Hi all.I'm trying to list up solution categories as menu in header by following codes.{% for category in portal.solution_categories %}    {% if category.folders_count > 0 %}         <a href="{{category.url}}" class="{% if category.url == ????? %}active{% endif %}">{{ category.name }}</a>    {% endif %}{% endfor %}What I want to ask is the part of '????'. How can I add 'active' class when the page is the category page.

I'm in the early stages of setting up a Freshdesk system for my company, currently on the sprout plan.Last week we resolved some tickets. I expected them to automatically close after 48 hours. The reason I expected this is because Freshdesk had the following email notification already set up for me:Dear {{ticket.requester.name}},Our team has indicated that your ticket - {{ticket.s

Our support agents use Outlook and frequently get requests sent directly to their emails. When they forward to our support@ email address, Outlook doesn't include the original senders email when the original sender is an internal Exchange user (it only shows their display name). This appears to be by design and difficult to work around in Outlook. Our agents manually type the email next to the display name so it creates the ticket with the correct requester. This is annoyingly manual and we would like to automate.Has anyone else using Outlook found a workaround for this issue? We notice that if we send the email To the requester and copy the support@ address, the requester's email address shows up in the ticket. Is there any type of automation we can apply in this scenario to create a ticket with the proper requester?

If we have the Email Notification to email the requester when their ticket is created enabled, is there a way to say not to send the email.  Here is the scenario-customer calls in, we resolve their issue with them on the phone. We still want to track the ticket, but we don't want to email the customer, since the ticket was opened and closed at the same time. Options?

Is it possible to link to a closed tracker or is the closed tracker reopened automatically when linked to?I cannot try this because my trial has expired.Thanks,Sarah

Mint compatible. 

Hello Team,Is it feasible to have department segregation in one Fresh desk instance so the right queries can be channeled to the right users?Many thanksEsther

I need to trigger auto replies to emails by parsing key words out of the body. Example, one workflow goes like this:Order is placed, customer gets auto reply email generated by ordering system (that's already in place). But, our products are drop shipped from the supplier. They need to get a copy of the order automatically forwarded to them. I supposed we could integrate their email as a CC in the order auto reply, but we have more than one supplier.Once the supplier ships he will email us, This is where we need to parse the customer info to be used in an auto reply informing the customer the product has been shipped.My boss wants as much email automation as possible in the ordering process but there's just too many apps and I don't have a clue which ones will do the jobThanksCraig

Hello,Im looking for a solution to copy a part of the value from a ticket property to another ticket property to overcome the huge data correction activities. I know this can be done through API's but we would like to do it through available automation like dispatcher / observer.For example, i populate a group field, then i want to pick the last updated time of the ticket and populate it as a tag to arrive at some metrics, any ideas on this?RegardsSatya

Hello there,I'm trying Freshdesk in order to decide whether or not our company is going to move from JSD to another tool.I have added a custom dropdown field to my ticket form called "privacy" in which there are three options: "share ticket with my company only", "public" and "private".I need to know how to do the following things, if they're possible:have one of the option selected by default (I worked around that with an automation to set the field by default if it is empty, but I found it ugly)allow all other customers in my company to see this ticket if this option has been selected AND notify them by emailallow all customers to see this ticket if "public" is selectedIs this remotely possible?Thanks in advance !

When updating a ticket to 'resolved', the customer receives an email notification 'Ticket Resolved' which includes the text of the last note on the ticket, even if it's a private note.

i am trying to set a rule for web hook observer but i cant find Observer in the Admin > Helpdesk Productivity > Observer. section, Right now i have the trail account for the integration, Please guide me how can i set the rules for web hook integration

Moose is a high-tech and professional-looking Freshdesk support center theme. It features a light wavy design and easy navigation. Moose is 100% compatible with all Freshdesk functions and it will give your customers a user-friendly, engaging experience. This Freshdesk support center theme has several layout variants and color options. Additional formatting components and Font Awesome make Moose very easy on

Hi, we deleted all our contacts in Freshdesk in order to start with a better organized situation again.While testing, I noticed that my emails did not go through to Freshdesk. After a long search, I restored the email address I used in contacts again.After this, I send another email, and now it went straight into Freshdesk!Does this mean, that once you delete a contact, and this person sends an email to the email address that is connected to Freshdesk, won't be able to get a ticket?(so, not creating a ticket via "New Ticket", but via the email address).Thanks for the info.