Using Freshdesk

Hello,I am currently having an issue with my FreshDesk Login. When logging into the agent side of things I am logged out and taken to our client support portal for re-logging in. This continues to happen with only my login, no other agents are having this issue. I can see help desk tickets for about 30 seconds before logged out and taken to the client portal for our company.Thank you for your time,

When I insert an image into a solution, Freshdesk seems to want to force the long dimension of the image to the horizontal axis. So if I have an image with a vertical aspect ratio, it appears sideways. I have no choice other than to crop my pictures to fix the aspect ratio, which allows them to display correctly. However, this is time-consuming and unnecessary.Is there a way to rotate images in the solution editor? If not, I would like to suggest it as a feature.

Currently evaluating how Freshdesk works and looking at translations for solutions articles. I'd like to have a proper workflow around translations, using an external tool. This would involve either connecting the external tool to Freshdesk or exporting articles in the master language so they can be translated, then reimporting the translated files. Is this possible?At the moment, I can see two apps aimed at translations: Localise, which looks like a proxy solution - the translations are part of their system and not in Freshdesk; and OneSky, which looks more like what I'm looking for, but it's not clear.Our current tool is Transifex, which also claims to integrate with Freshdesk but offers a proxy solution for this rather than using the functionality of Freshdesk. Transifex would also support standard translation of a file.My questions: how does the OneSky integration work? Is it possible to import/export articles for translation? 

I am looking for a way to capture manual testing results. I can enter the test data but not the result. Please help. 

Hello, we are currently sending a lot of emails manually using FD's "new email" function which triggers the creation of a new ticket.  We would like speed up the whole process, and we have almost all things covered except for triggering the new ticket from an external sent email.  Is there, by any chance a built-in process to do it? We also use Zapier but for now we would be able to trigger it only from a received email.  Thanks in advance, Renato

Hello,I would like to know if there is any way to send note to a third party (contact, external email).I have tryed this following request but got an error : { "body": "Hello :) ", "notify_emails": ["myman.external@foodomain.com"], "user_id": 123456789 } And the error : { "description": "Validation failed", "errors": [ { "field": "notify_emails", "message": "Accepts only emails of agents", "code": "invalid_value" } ] }to the endpoint "https://domain.freshdesk.com/api/v2/tickets/1000000/notes" method "POST". Why i need to do this ? It's because i would like to respond to a forward's response. I have forwarded the ticket "1000000" to a non-agent email (so an "external"), that external has responded to the forwarded mail, so in Freshdesk this was translated into an internal note. And finaly i would like to respond to that external using Freshdesk API. But when i'm trying to add note and specify his email adress in

Trying to understand the API.  If I want to view a ticket via api, am I understanding correctly that I am going to need to query the the ticket to get a responder id and then run a second call to the agents endpoint to get the assigned agent?  Seems like an unnecessary extra call when we just want to show users tickets on an internal portal with basic info such as the name of who is assigned.

Hello, i would like to know if it's currently possible to merge tickets via api calls ?I didn't find anything about merging tickets via API calls in the api docs. But as i know there is some functionnalities (like Forward via API , add/remove watchers and so) that are available but not mentionned in the api doc. So i hope that's the case here.Thanks.

Kindly assist:my helpdesk showing one unassigned ticket but once i open nothing to show

We have several Resolved and Closed tickets that have no value for two of our required fields when the ticket is resolved because the system resolved the ticket rather than a human: Agent or Requester. I wanted to create a rule for Ticket Updates (Status changes from anything to Resolved) that prevents the System from Resolving a ticket if there is a field that requires a value on Resolution but the list of Actions for System is not the same as for Agent/Requester. And add a Note alerting the agent about this and set Status to Open.System's Action options:Agent/Requester Action options:I would think that the required on resolve rule for the field would be honored for System actions by default but they are not. Does anyone have a workaround?Is Freshdesk going to address this?

is there a SENT MESSAGES box in freshdesk yet? it would be much easier to have a sent messages box where you can see all of your most recent sent messages, versus scrolling through all closed tickets to locate the one you're looking for, also helps to view most recent messages sent out so you can view other employee's most recent work without knowing which messages were in the inbox from which contacts. 

We have 2 different products (Typical Manager and BeeFinity) and want to separate the tickets from each other. Now I have done that: <div class="c-wrapper"> <section class="content min-height-on-desktop rounded-6 ticket-page"> <div class="start-topic"> <a class="make-new-ticket" href="/en/support/tickets/new">New ticket</a> </div> <div class="ticket-toolbar pull-right start-topic"> <a class="hide" data-submit-label="{% translate portal.tickets.submit_export %}" data-target="#export-modal" href="{{%20portal.ticket_export_url%20}}" id="ticket-export-button" rel="freshdialog" title="{% translate portal.tickets.export_ticket_data %}">{% translate portal.tickets.export %}</a> {% if portal.facebook_portal %} <a class="btn btn-primary index_new_ticket" href="{{%20portal.new_ticket_url%20}}" id="new_support_ticket">{% translate facebook_tab.portal.new

Hi,I`m trying to forward my gmail account but Google ask my for a verification code that it has been sent to email freshdesk account.I believe this code has to arrive me as a ticket but it don't do. I have check spam and every tickets but there isn't nothing.Attached a capture with an image of gmail configuration page; where i have to put the verification code.

Hi,I use the API to integrate the documentation into my app. To load the navigation for the documentation, the requests I need to make can be upto 20 requests on page load.If the API could just provide the full structure in one go e.g.  const solutions = [ { id: 123123, name: "General", folders: [ { id: 347282, name: "Getting Started", articles: [ { id: 11445, name: "Setting up your billing" }, { id: 32545, name: "Adding your personal details" } ] } ] } ] Considering there's a rate limit on your API, and you charge more for requests. It seems a bit odd to be making so many requests for such little information.Will have to move to a different product if this isn't implemented unfortunately. 

Could I have a simple example of the CURL command needed to post a simple ticket that has an html body, AND a somewhat different plain text part?The examples given seem a bit broken.

Title says it all.We are migrating our tickets to freshdesk, and I am hoping there is some way to set the "references" and "in-reply-to" fields so that if customers reply to a migrated ticket it will be threaded correctly.or any other ideas as to how to solve this.To be specific lets say customer has a conversation going, and that conversation is now imported to freshdesk by our migration tool.How can we get it so that future replies from that customer will be added to the conversation.   This is normally done by using the In-Reply-To and References meta tags, which I assume are stored someplace in the fresh desk database.

How can I customize my email signature? I thought I already did this but cannot return to the place I once found to edit it again.Not worried about forum signatures. Just want to edit Freshdesk signatures that go to my tickets and replies.PS: there is no forum type for "questions," so I will choose "Report Problems." Which I wouldn't normally call this a problem.Thanks.

G'day!I'm wondering if it's possible to get a list of the deleted time entries?I'm trying to get a list of the active time entries into a MySQL db for a live report, but at the moment I have to call all time entries and then work out what's missing.Is this possible?Thanks,Rob

Hi. I would like to know if it is possible to create integration where I can load the data of a customer already registered in the new ticket section just by inserting a field by connecting an api to another external application

Hello,I am developing a custom application for our fressales account. I follow the steps described in development document to create a new application. Our application work as described under lead details location HOWEVER I wan to put my application as a separate application at the left side bar at chat location or CTI location. From manifest.json file I set location as below: "location": { "left_nav_cti": { "url": "template.html", "icon": "icon.svg" }, "left_nav_chat": { "url": "template.html", "icon": "icon.svg" },BUT problem is I can see my app logo at chat location but when I click to logo it doesnt open a logo or show my application.What should I do? Looking forward to hear you as soon as possibleFreshsale user: destek@sikayetvar.com

This has been annoying for a while - but when we open a ticket, there are times we'll start the timer without it being billable. We'll work on the ticket with the client and we'll then add some notes to the ticket and close it. Which will then force the timer to stop. The bug is when the timer stops.This morning I opened at ticket and within the first minute I started the timer - almost 40 minutes later, I resolved the ticket and before I resolved the ticket, the timer showed 38 minutes and a bunch of seconds (and was still ticking) - the moment I market the ticket resolved - the timer reverted to 3 minutes and stopped.I'm not sure what causes this - but it's burned us more than once. Can you please dig into this further and get it fixed? Anytime a ticket is closed/resolved - the timer stops - it can't change what the timer was set at.Thanks

The formatting of the description seems to be strip by the API.  I am interested in maintaining line breaks, but those seem to be striped away.I am using the code from the php example.

How can i customize the ticket status list in customer portal? Seems that {% snippet ticket_list %} embeds it into the screen, but it cannot be modified. I want to show more information per row.Any idea?Thanks

Hi We want to change our URL, do we need to create a new ADFS SSO or can we change the existing one to work

Hi AllNo matter what I try, I always get a error 400 - bad request response when trying to add more then 1 condition in a query. Can someone have a look what could be wrong with this : https://mycompany.freshdesk.com/api/v2/search/tickets?query="created_at:'2019-10-05' AND status:2"If I execute this manually in a browser I get normal results, and when I execute it from my PHP script with CURL I get the 400 bad request , any suggestions?