Using Freshdesk

Hello,Context: Have a backend Freshdesk App. This app: When a an email is received if subject and body of email contain specific contentApp connects to third party NetSuite Cloud ERP system and, if person who sent email to Freshdesk has required access, retrieves specific info and returns it to personIssue: The app assigns and uses email address for replies to ticket using the email of the Admin who published the App.Question: Is there a way to set a default email for a custom app?Thanks!

After pasting an image into the body of an email, the cursor is placed at the very end of the body (after my signature).This is annoying because it requires you to scroll up with your mouse from the bottom to the body of the email. Either way, it can be hard to find the place you left off if you've written a long email.I'd expect that the cursor would remain within the body, right after the image that was pasted in.Please see animated .gif below (also attached to this email).

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

I'm looking for a way to update users time zones in FD so that they are correct. I figure I can do this by using a geolocation script to grab the time zone country that they are in / nearest too. This is all fine and I tested with the API.Where I'm struggling is that I only want to do it once, so I created a checkbox under the customer info to use in an if statement on the portal page to load that segment of code but I'm not entirely sure how to reference the field. I tried the following with no success, I can't be looking very well as I can't find any documents on how to make use of this. {%if !contact.custom_feilds.time_zone_checked %} <script>alert('Good News Everyone!')</script> {% endif %} 

As said in the title. When editing a rule and pressing save for the second time, the Trigger Webhook gets removed (or not saved). This is particularly annoying when editing a rule because you need to remake the entire rule else it wont be saved. 

Dear Freshdek support.  I'm evaluating Freshdek and have a problem. When i create a issue using "New ticket" or using email, it works fine. I have been configure a dispatch rule that when a new ticket is created, its asigned a group and agent and sents a notification via email. But the email doesn't and the forwarding configuration its correct. Yours. Angel Sánchez

I have created an Observer webhook that posts some ticket data (as json) to a custom end-point. This does not appear to be working. How can I see the status/history of the webhook? Can I see what it is posting or the response from the end-point?

Good afternoon.We currently have a batch of emails being converted in to tickets and are automatically being marked as SPAM. I have checked the rules in Dispatcher and there is no rule set up forcing this action. How do I stop this from happening? FYI I have ensured that the tickets aren't getting assigned to a contact which has been deleted. Many thanks

Can you please let me know how to modify existing form. I need to add new controls to existing log time form. Please help me

Hello, we have one paid version, and one free version of Freshdesk.I use the free one, "techsupport" but my colleague who is on the paid version "support" is having issues with a client email continually bouncing. It's happened for several days now, while I'm able to email ("reply") to him no problem.We've checked that the email is the same on both systems (no typos, missing characters, etc).The error she keeps getting is this:The following message composed by you on ticket XXXX failed to reach the recipient XXXXReason: "Message bounced - Temporary error.So she has to resort to emailing him outside the system.Do you have any tips or tricks to resolve this? Thanks so much!!

Hello,I'm building a sidebar app with the fdk tool.  I'm getting bogus validations errors which should be warnings.I'm using webpack to build my app.  This was working in the past.  I spend days tweaking webpack.  Now I can't push any changes.Validation failed due to the following issue(s): [ERROR] app/contact_sidebar.bundle.js::131: 't' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::232: Unexpected empty function. [ERROR] app/contact_sidebar.bundle.js::390: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::392: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::426: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::428: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::476: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::478: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::512: 'a' is assigned a value but never used. [

Hello,I'm building a sidebar app with the fdk tool.  I'm getting bogus validations errors which should be warnings.I'm using webpack to build my app.  This was working in the past.  I spend days tweaking webpack.  Now I can't push any changes.Validation failed due to the following issue(s): [ERROR] app/contact_sidebar.bundle.js::131: 't' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::232: Unexpected empty function. [ERROR] app/contact_sidebar.bundle.js::390: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::392: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::426: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::428: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::476: 'a' is assigned a value but never used. [ERROR] app/contact_sidebar.bundle.js::478: 'n' is defined but never used. [ERROR] app/contact_sidebar.bundle.js::512: 'a' is assigned a value but never used. [

A previous thread of this nature was marked as solved. It is not solved. Please stop auto flagging our tickets as spam. 

I need to customize log time screen as per my requirement. Please let me know how can we add do this one. Please let me know how can we do hide the Time logs icon if we implemented new screen.

I have the Sprout plan and have set up different categories of solutions. Unfortunately, the only solution that shows up is "How To." Is this a limitation of the Sprout plan or am I missing something?Thanks,

Recently migrated from Spiceworks and having a bit of trouble. Whenever I am looking at a contact and click +New Ticket, the form opens, but the contact just shows "null" without the quotes.

Hello All,So we recently started using FreshDesk and I want to put a backup procedure in place in case we need to revert to an earlier date for whatever reason.I have seen that I can "Export Data" by going to "Admin > Account" but what can I actually do with the received XML files? Logically there should also be an import option somewhere to restore the configuration to the time the export was done but I can't find anyway to do this anywhere.Is there some piece of information I am missing?Any advice or information would be great!PS - If possible I also want to automate this job rather than doing it manual each week. If someone has information on how to achieve that too it'd be very helpfulThanks all!

If so I have a few questions.

When a customer submits a ticket and the captcha has not been ticked, the system answers that "verification has failed, please try again" and at the same time it empties all the fields of the form and the customer has to type everything again. Shouldn't the system ask to tick the captcha and keep all information in the fields to prevent customer to type the data again ? Thanks

Hi everyone,I currently use the email notification when a ticket is attributed to an agent.Most of my tickets are currently created by a our staff because my customer mostly calls.I' like to add a field in the ticket with the name of the agent who created it.here is the field i'd like to add : "author"Is it possible ?

We use Freshdesk to handle customer services in our mail order business (we manufacture and sell food). I find that all the reports in Freshdesk are aimed at the management of the Customer Sevices team and agents; from what I can see however, it is unable to help the non-CS people in my business who ask questions like: Which products are consumers complaining about? Are we seeing fewer picking and packing errors? How many comments have we received about our website? As all our cusomer interactions start in Freshdesk, I would have thought this type of analysis was fundemental, but have not been able to work out how to do this. Am I missing something?

Hi,I want to hide tickets for my customers in the portal based on a date. Every ticket which is created before 1 february 2019 must be hidden for the customers.I found a topic about making tickets private. It isn't ideal for me, so my question is, could I edit the (red) code so it will hide tickets based on date: Hello Klaus,Let me split the setup into three sections : Field creation, Webhook setup, Portal customisation1. Field creation:You can create a new custom checkbox field named "Private ticket" under Admin -> Ticket fields section. Now, the expectation is that when the agents select this field, the ticket would remain private ie. accessible only by the agents2.Webhook setup:To achieve this, please navigate to Admin -> Observer rule and setup a rule similar to the one described below : When any of these events occur -> Private ticket is CheckedAnd the events are performed by -> AgentsActions -> Trigger WebhookYou'd have to make a PUT request call to update the tick

Dear Community,I have an issue that I cannot create new incident by forwarding email to mail@company.freshdesk.com from the Global Support Email. It works fine if I send email to the mail@company.freshdesk.com from any other email address, but the one we have set up as support email doesn't work.Is it that by design only the forwarded emails will be converted into tickets but not the ones send from that email directly to mail@company.freshdesk.com? Is it possible to somehow change that?

I am trying to build an application using FDK which will be used internally. The app is being built on a frontend framework (svelte.js) which is eventually transpiled to JavaScript.The `fdk pack` command throws the following errors```[ERROR] app/bundle.js::1: Unexpected empty function 'e'.[ERROR] app/bundle.js::1: Unexpected empty method '$set'.[ERROR] app/bundle.js::1: 'n' is defined but never used.[ERROR] app/bundle.js::1: 'e' is defined but never used.[ERROR] app/bundle.js::1: 'e' is defined but never used.```which these should have been warnings in the first place as none are critical but also not feasible to go in the applications build process to remove these. FDK version : 5.0.7Framework used: svelte.jsIs there a way to turn this off or disable the error checking process?