Using Freshdesk

I'm getting the wrong total ticket count from the API. The request I'm doing is https://(instance).freshdesk.com/api/v2/search/tickets?query=status:2. The response contains 10 records, but the "total" field is 17. In the UI I'm also seeing 10 unresolved tickets. Why does the API return 17, and can this be fixed?

On our Windows 10 machines with latest updates, we can't copy paste text content into the message text window in a ticket. It doesn't appear anything. Sometimes with works after a few retries. On Chrome it works.

I would like to disable the bot at the login screen and only show it when users are logged in. Does anyone know how to do that? We are using freshdesk internally and only want staff that login to be able to get the answers from the bot.Thank you,Mike

How to change the buttons or add buttons to on the user interface on the Portal customization ? I wanna add the on boarding buttons and take away the service catalog I already look at the code not sure where to add it.

I have applied a filter in the ticket list, so I had to make the list myself, this is now successful, but I still have 1 problem . The pagination that I made gives the wrong links. Is there anyone who has had problems with this before? Can I help with this?  I want this link:https://support.beefinity.com/support/tickets/filter?page=2&requested_by=0&wf_filter=allBut i get this link:https://support.beefinity.com/support/tickets/filter/page/2?requested_by=0&url_locale=&wf_filter=allI did everything as it was in the documentation:https://help.shopify.com/en/themes/liquid/objects/paginateBut it just won't workHere is the code i use:  {% paginate tickets by 10 %} {% for ticket in tickets %} {% if ticket.group.name == "Beefinity Support"%} <div class="c-row c-ticket-row" id="ticket-view"> <span class="status-source sources-detailed-{{ticket.source_name | downcase}}" title=" {{ticket.source_name | downcase}} "></span> <span class="label-status-pending

I would like to position my popup widget button on the bottom right of the page, but the only offset is from the left. Can I change the offset to be from the right instead?

Hi,When we use the handy FreshWidget generator from the Admin tab, it generates the scrips and such to put a "Support" button on our website that autosubmits to FreshDesk.  That is very handy.However, how do we autofill fields in the form that this FreshWidget pops up?  For example, we'd like to set the requester field on the form to be the email that the user has used to login to *our* website, instead of making them type in the email.I don't see this documented anywhere, and unfortunately, without being able to autofill the Requester field, FreshWidget is not of much use to us.Thanks

Hi,  I'm trying to test the API in Postman but I am having some difficulty with authentication in Postman.  The images below are 1) the recommended curl from the api documentation and 2) how I am translating that to Postman.  I am using the example to prevent from posting any sensitive info, but I use my url and API key in the same format.  Can anyone recommend how to get up and running in Postman?

 Hi,If I understand your API docs correctly, the update ticket endpoint will accept a "tags" attribute but it will replace all tags the ticket has with the ones I send.I'd like to add new tags without deleting the existing ones, and without having to send them in my request, as concurrency errors originating from multiple requests at the same time may result in tags being lost.E.g.Ticket has tags "hello" and "world".If I do a PUT request with "tags": ["foo"], ticket will only have tag "foo" from there on, deleting tags "hello" and "world".That's not what I want, I just want the tag "foo" added to the list, so the ticket has the tags "hello", "world" and "foo".Is there a way for me to accomplish this?

I'm getting a "Scheduled maintenance is under progress" error. on my site: https://tenfold-security.freshdesk.comI assume it has to do something with the fact that I changed my main email addrees with a temporary one the system may not trust. Is it possible to change back the email address or that you guys can may clear the domain so i can register complete new ?Kind regardsHartmann Bernhard

Hi,  I am working on to create a freshdesk ticket within salesforce. The problem I am facing is in attaching the files using API. As per documentation attachments[] only accepts absolute file path (eg. /usr/path/test.txt). However, if i am creating ticket from salesforce, i need to give file URL like https://my.salesforce.com/filepath/test.txt. How can i pass file URL in json API. Thanks

Hello,i have problem with login to freshdesk via android app.host_url= could not be loaded becouse: net::ERR_CLEARTEXT_NOT_PERMITTEDAny ideas ?Many thanks 

I need to filter by closed_at in api freshdesk and get this value. How i do this?

Hi,since day one, all the emails I forward to the support inbox are marked as spam. Is there a way to avoid this?please help!thanks

For those of you who have multiple products with unique portals, how do you assign companies/contacts to the correct portal? I will need to import about 1000 contacts in a few days, and all of them need access to just ONE portal for them. (They have no need to see the main portal, nor the portal for another product of ours.)I can't see a way to do this via Contact or Customer Fields, nor in the portal setup page.Ideas?

Hi team,When I trying to change ticket type to Request it's always giving an error:Oops! The value is invalid. Please pick another one.But I selected a value actually. I think there is a problem there. It's only happening with Request status and I always changing that status on ticket list page for now.I'm glad if anyone know the reason that.Thanks.

Hi,we are at the moment implementing freshdesk and struggeling with the integration of our existing phone provider sipgate. What we want to achieve isto have a solution with the functionsIf customer is calling, Customer Name/Company should be displayed in a popupNice to have - in this popup also the las ticket from this customer (Number and Topic) and the agent who is assigned to this ticket and the status of the ticketAfter answering the call a popup should be opened, showing contact details, so that agents can create a ticket nice to have, option to automaticly create a ticket or assign call to an existing ticketwhen call ends, logging duration and agent who answered the phone, so that we can make reports and dashboard views.This could be done inside frehsdesk with the Global CTI, but we are also open for a softphone solution like softphone.pro. This we have tested for hubspot but they don't have a integration for freshdesk. Sipgate have sipgate.io which is a Push API where the call

Will be updated

I want to add my Facebook tracking pixel just like the Google Analytics app does.  It seems like an easy app to create, but I can't find any examples.  Can you point me in the right direction?

Lets say I want to modify something on the ticket page I've found the app location docs (https://developers.freshdesk.com/v2/docs/app-locations/#ticket_details_page), but this seems to render only apps that are contained to their container and I want it to spil out of the container to modify something or the freshdesk UI For example the `.ticket-actions-container` which is on top of a tickets and shows some actions when you hover over it. I've made a screencast to eplain what I want to do. (if there is a setting for this in freshdesk I don't want to know it, this is just an example. I want to create an custom app that modifies the behaviour of freshdesk to my liking)TL;DR How do I create an app that loads custom css in the Freshdesk UI `.ticket-details__item .ticket-actions-container { opacity: 1}`

I have reviewed the knowledge base and have not been able to find an answer.Here is the scenario:I have had customer respond but the blue badge of "Customer responded" does not appear beside a closed or resolved ticket. There are times that I don't want a ticket to reopen, but I do need to see that there was a response.Also is there any way to sort on so that I can group on tickets where the Customer has responded and the badge is available.Thanks,Ryan Clarke

Lets say I want to modify something on the ticket page I've found the app location docs (https://developers.freshdesk.com/v2/docs/app-locations/#ticket_details_page), but this seems to render only apps that are contained to their container and I want it to spil out of the container to modify something or the freshdesk UI For example the `.ticket-actions-container` which is on top of a tickets and shows some actions when you hover over it. I've made a screencast to eplain what I want to do. (if there is a setting for this in freshdesk I don't want to know it, this is just an example. I want to create an custom app that modifies the behaviour of freshdesk to my liking)TL;DR How do I create an app that loads custom css in the Freshdesk UI `.ticket-details__item .ticket-actions-container { opacity: 1}`

And i get the following error while SDK and extension are not compatible. Please Update.I'm on the latest version of chrome SDK Installed: 5.2.6 Already Up to Date..!Allowed scriptsExtn. Version: 3.0.0I'm at url ?dev=truefdk run is running

Leaving Freshdesk. Advice on the best way to notify our customers/users and direct them to our new system?We want to be able to freeze our Freshdesk tickets so users don't modify them once the new system goes live.We want to be able to provide our Freshdesk users with a link to the new system.We want to ensure that e-mails which go back to Freshdesk return to the users with a notice that we're moving (and with a link to the new service).Has anybody been through this before? Can you please offer some advice?Thanks a lot!

When using the API fresh desk automatically strips any html out of the description field, to create the description_text field.In our case we need create a description_text field that is different from the description field, and not just a simple conversion of the html.How can this be done?I tried setting description_text field manually via the api, but errors out saying that is not a valid field.I also tried manually sending in the text part as a mime part, but I don't see any way to do this without causing it to be full on attachment.