Using Freshdesk

If a ticket has been linked to a Tracker, it will no longer show up in searches when an agent attempts to merge another ticket into it. Steps to repro:Create a ticket Assign that ticket to a TrackerCreate another ticket by the same customerTry to merge the new ticket into the originalExpected result:Normal mergingActual result:Search for ticket ID returns 'no records' Search for customer shows all tickets for that customer apart from the one linked to a TrackerI have a gif of this in action but it shows customer data so I've not posted it here.

Hi,since today I've noticed a strage issue when calling the REST API.There seems to be no answer (reponse header/body) at all?Even such a simple call as http GET:https://[helpdesk].freshdesk.com/api/v2/tickets/21doesn't seem to work? By definition there should at least come something like "invalid_credentials" back.I've some self implemented http clients to call the api, they have all worked perfectly until last friday.Even SOAPUI doesn't seem to work anymore, I'm getting an error message:Error getting response: SocketExceptionIf I put the url in chrome I'm getting the correct result though, but I can't see any differences between the chrome http get call and eg. the soapui http get call?Any suggestions are most appreciated..RegardsMarek

Following the update just over a month ago At best this means we have to search for a user, open their contact details, select new ticket and then search for them again in the Contact field to proceed, which is quite a lot of time wasted.At worst when we have selected New Ticket from a newly created contact it does the same and does not autofill the Contact field with the contact we were in; however, as the contact has just been created there is a delay of several minutes before that new contact shows up in searches so we cannot log a ticket for a new contact.It's a serious issue for us.I did mention it in a previous thread and to your credit you asked me for feedback but I'm afraid I was too busy (worst time of year for us) to deal with this issue at the time.Previous thread was...https://support.freshdesk.com/support/discussions/topics/324598I was asked if there were any patterns to this issue, if the contact had any special characters etc. Some of the problem contacts did have a spe

We know we can link the parent ticket and child ticket with parent_id property while creating the ticket. But in our case,tickets will be created via email source. Using serverless custom app based on the subject we have to link the child ticket to the subject matching parent ticket.API with parent_id property can be used only on new ticket creation, so is there any api which can be used for update?

Hi there,May you kindly assist me here.When a ticket violates the resolution time but is eventually resolved, it will impact the Resolution SLA negatively.  When the very same ticket is reopened the following day, it will be reopened on an "overdue" status.My question is, does that reopened ticket impact the Resolution SLA for the date it was reopened on?Regards,

Please can we have some support for the "in" list logic as part of the API filtering.  I realize it is possible to use a series of OR statements, but given the restriction of 512 characters in the query string and needing to repeat the field name for each option puts an overhead of 8 characters plus the field name on each alternative.Alternatively, is it possible to increase the maximum query length, to say 4096, characters?

Can we have some support for aggregation functionality rather than having to pull all the individual records from the database and performing the aggregation functionality locally which must put a larger load on the central servers.  For example  select responder_id, status, count(*) from tickets where status=2 or status=3 group by responder_id, status  

This morning, the available values in the Priority field are displayed in French. The rest of the ticket fields are in English as usual.  

hi,tried to implement the feedback widget, but if the user types a forbidden character (like ' ), then the content isn't passed and I get "Non Accepté" ("not accepted" in French) as a result (in the description field.Anyone with the same issue? seems pretty basic.

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?

We are new to Freshdesk, just getting up and running, on the Blossom plan. One feature that we want but is only available in higher plans is the ability to associate a single contact with multiple companies. Since this is not available for our current plan, I was wondering if anyone has found a workaround for accomplishing this same thing but in the lower plan. Maybe using tags or in another way. Ideas?

The search function in the menu bar does not allow me to key in

How do you express the NOT operator within a filter?For example, find all tickets where a custom field is not null?I have tried the following formats?query="field!null"?query="field%20NOT%20null"?query="field!:null"?query="field:!null"All these formats fail

I'm trying to call out to an external API to return some details about a contact/lead into freshsales from within the freshsales app SDKWhen I fire some event like: client.data.get("lead").then (); I see that the leadID for the current lead is returned; however I need to grab some other data from the lead (phone number, email, name) to be able to correlate it with a value on premise.Is there a simple/easy way to grab additional data about the lead, or do i have to call out to the freshsales API pass in the lead ID, grab the data i need, then call out to my API? 

I am trying to find a way to notify our agents on special instructions based on the Account name of a support request. For example everytime we process a ticket for Customer A we have to invoice with a PO number, but lets say for customer B everytime we process a ticket we must include a printed piece of collateral with the shipment they get.I can not seem to find a way to do this, any help is appreciated as we have many unique handling instructions for different customers which our agents must just remember to do.

I'm trying to create a ticket with attachments using freshdesk create ticket API, but getting the following error message from freshdesk. Happens only when ticket is created with attachments.<!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Transitional//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-transitional.dtd"><html xmlns="http://www.w3.org/1999/xhtml"> <head>  <meta http-equiv="content-type" content="text/html; charset=utf-8" />  <title>We're sorry, but something went wrong (500)</title> </head> <body>  <div class="wrapper">      <i class="hero-image"></i>    <div class="content">        <h2>We're sorry, but something went wrong.</h2>        <p>We've been notified about this issue and we'll take a look at it shortly.</p>     </div>   </div>

hi guys,i create different portals, but each portal has is own assigned pod, i need that when the user go to the Archers pod for example, the portal automatically  select the Archers pod in the dropdown. i already try different javascript and jquery codes, but i don't manage to make that the drop down select the archers valuethis is the snipped of the code$(".helpdesk_ticket_custom_field_cf_team_portal_assign_group_manually_523171 > option[value='Archers']").prop('selected',true);thx

npm install --global --production windows-build-toolsnpm ERR! code E405npm ERR! 405 Method not allowed: windows-build-tools@latest

I need to have the details of the requester or at very least, their full name in the ticket view page.I understand currently it is displayed in the list page, however it is not displayed in the ticket view page itself.How can i get that attribute in?

This afternoon, all agents lost access to tickets of other agents and I, that was administrator, lost access to manage permissions. Is there any problem in the platform?Enterprise account is bestcheck.freshdesk.com.

I looked on the Solution site and Forums, but I am unable to tell how to mark a Topic on a Forum as answered.  Any guidance will be helpful. We run the Enterprise version of FD.

Hi,This morning it happens that if one of our agents logs out, he can not log in anymore (error message: Sorry! You don’t have permission to access this portal).One of these agents also has administrator permissions.How can we rehabilitate these agents' login?Our support portal: https://voiceatwork.freshdesk.comI also leave a photo of the error attached

 hello,when i tried to enter today to portal i get a message saying that I have no access to portal. I'am the administrator of the account. I attach screen capture.

Hello,Today, one of my coworkers tried to login to our portal as an agent but he got this error message: "Sorry! You don’t have permission to access this portal".And the "You may have access to these portals" button only suggests the one and only portal we are trying to use...I was logged in and all was working fine. But when I tried to logout and re-login with my own account, I got the same behaviour...Both of us are administrators, and I also tried with the owner's account: same behaviour.Now we are "locked out" of our portal and can't work.Did something change to the login form? How can we get access to our portal back?