Using Freshdesk

Good Evening all, I have been a Zendesk user for years, and we are looking at moving to Freshdesk. Looking to see the good the bad the ugly of moving and what issues may have come up.

Hello Guys,We have launched "Apollo Theme" which is fully compatible with Freshdesk & Freshservice.It is a good looking, professional and easy to use Freshdesk and Freshservice support portal theme.We provide below free services in our themes:Theme Shortcodes(Additional Formatting Components)Colors and images as per your needs(No need to pay extra)60 days technical support in our themesOur theme features:Fully responsive themeIncluded “Font Awesome” and “Line” iconsInner pages solution category list pluginSticky header includedFully customizable and clean codeOne of our client using this theme - Smaply SupportFor more info see here - https://ariesthemes.com/downloads/apollo-freshdesk-theme/

Hi. Would it be possible, in some parameter, to configure the URL ofredirection after creating, successfully, a ticket in the client portal?Maybe there is some parameter that is sent via POST in the form or something like thatEj Now then create a ticket in the customer portalhttps://some.freshdesk.com/support/tickets/newIt redirects me to:https://some.freshdesk.com/support/loginI would like you to redirect me to, for examplehttps://www.google.comThank you

Good afternoon, when I respond to a ticket, my client does not receive my answer in his email.E-mail responses are not reaching recipients.What to do ?

Hi,I'm wondering if I can set the referrer (meta_referrer) via the querystring for the embedded widget? We're integrating with an AngularJS single page app and the referrer only includes the base url of the page and not the current state route. i.e. https://server/#/some/angular/route always has the referrer of https://server/ meaning we have no idea where the user is in our application when submitting a support ticket.Thanks,Stuart

Where can I download a user guide for a Figo Ultra J8 w/Android 8.1.0  ?  THX

Greetings,As it might be known for some, there is a feature called chatbot that Freshservice is currently working on developing it.some clients having this feature enabled by now as Beta version and some other not.we need to be included in this beta version or at least to have a clear timeline for this feature

I am looking up customers based on their phone numbers.  If a phone number is entered in the system as (###) ###-#### but I search for ########## it fails.  The search should work on numbers alone (i.e. strip all formatting characters).  Also, If I have a phone number of (123) 456-7890 and a mobile number of (123) 098-7654, I would like to be able to pass 1 search parameter...phone is 1234567890 OR mobile is 1234567890I was told in an email to use '+' in place of OR, but that fails..

Hey Guys!I have been trying to implement API calls to create tickets instead of emails and I would like to have the ability to add a tag during the creation of the ticket.However, I just can't seem to get it to work.This is my ticket payload.$ticket_payload = array(         "email" => $email,         "subject" => $subject,         "description" => $body,         "priority" => 1,         "status" => 2,         "tags" => array("A Block")     );I have also attempted - without success: "tags" => "A Block" "tags" => ["A Block"]The response I get back is 400.When I remove the "tags" attribute, it will create the ticket for me.Anyone have any ideas?

Hello,My name is Joaquín Guevara, and i manage technical support in Alephoo (Sigma-it Solutions).I'm sending this email with the purpose of asking if we could have the old control panel with recent activities in the home screen of Freshdesk's new version, since the sided panel of the Mint version is not useful for us.If this is not possible, we are requesting using the old version instead of the new one.Thank you.

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I have  Blossom plan but I can't see my Freshdesk API key at my profile. When I can find it for installing Skype?

Can anyone let me know if you you have gotten the @Simonsays Email Commands feature to work? I have tired all manner of permutations of the command string and tokens and I simply cannot get it to work and FreshDesk Support has looked at this, but not responded.If you have gotten this to work, please let me know what approach I should be using.Thanks,Len

Greetings,Suddenly all communication to my domain stopped.The e-mails are being received but no notification is sent back when the requester is from my domain. Also any communication/replies to the ticket are not being sent.If I go to settings >> mail communications >> edit a notification, click preview then click send a test mail. I don't receive that e-mail either.It was working and suddenly stopped.Can you help?

HiMy account has been suspended.But my account renewaly time is 14, Dec, 2019My account ID is herongkai@zwcad.comCould you help me solve this issue?

Hello,We are using the Spanish version of freshdesk and it seems in some places you translated "ticket" as "ticke" (without a t), for instance in the message "El Ticke se ha cerrado".It should always be "Ticket". Can you please correct this, as it is a very visible error. Thanks in advance.

After we upgraded to Freshdesk from free to the next level up we wanted to avail of the Custom email. We had set it up using IMAP for incoming and SMTP settings for outgoing. We tested it out from a test user and sent in a test support request. Back in Freshdesk portal we would receive two ticket submissions.After checking my settings decided to undo the incoming settings and just leave the outgoing email settings. After this was done, tested it again with our test user and the duplicate emails stopped. 

I am wondering how this could be accomplished:1)  Create a tab within our Help Center/Solutions page, where the tab is labeled 'Admin' and points to the admin portal.  2)  The Tab would be visible to Agents Only.I can figure out how to add the tab as I've done that already, but what I can't figure out is how to limit the tab's visibility to Agents only.Many thanks!

When trying to create a user via the v1 API, the system does not add a user nor does it respond correctly. This is my POST:{"user": { "name": "First Last", "email": "email@domain.com", "phone": "555-555-5555", "mobile": "555-555-1212", "department_users_attributes": { "department_id": "1" } }}This is the response I get back:{ "logout": "success"}Thoughts?

What about an API access to the counts of tickets in views? This would really be a great feature to display in KPI dashboards.This was an unofficial request by me half a year ago. And: the guys implemented it though I only sent some emails.And this is how they've done it:You can get the ticket count with the following api call:http://domain.freshdesk.com/helpdesk/tickets/summary.xml?view_name=allBut this count is not possible on Custom Views, but only default views.Supported views : all, open, overdue, due_today, on_hold, new, new_and_my_open, my_groups_open, my_overdueBTW, this is not a real-time count, there will be a delay of 5 Mins and this API call will have same 1000 API per hour limitWe use Basic Authentication with "username:password" combination or "apikey:X" combination, that has to be passed in the authorization header of the HTTP request to authenticate all our api calls.Refer:https://github.com/johnpaulh/mysamples#troubleshooteg: using curl:curl -u email:password -X GET ht

 I have problem with the logo image: - it gets automatically resized - I have problems getting a bigger logo that does not look pixelated and a retina optimized logo Anybody had similar issue? Your suggestions would be very appreciated!

 Does anyone know how to grant certain agents access to create ticket templates without having to grant full administrator role to Freshdesk?

Do the analytics for solution articles only work for views/likes/dislikes from customers and not agents?We have some solutions articles for internal use that are visible only to agents, and they don't seem to register any views or likes/dislikes.

Hello,        I am creating a website and planning to integrate freshdesk on the website.We are having a support module in the website.        There will be button on the page like (View all tickets) which would redirect the user to the freshdesk support website(https://example.freshdesk.com/a/dashboard/) without asking him to login ,       How can I achieve this.       

Hello,I have adapted most of the email notifications to custom subjects and texts, but it seems not all of them are correctly used and instead still the default subject/text is sent. I have this issue with the mails to the clients (ticket creators), when- an agent adds a note- an agent adds a commentAnd it seems this issue happens also with the CC emails (comment/note). None of the custom mails are being sent.