Using Freshdesk

I am using the freshdesk software to respond to customer tickets. I am unable to assign, resolve, or close tickets without assigning them to a specific group. The problem is when I click on groups, it is blank. I am the only person on my team experiencing this. It is just fine for everyone else. Normally the groups auto-populate and I select one. Has this happened to anyone else? Is there a reason and a fix? ----------------------------------Screenshot-------------------------------- 

We have a KB set up with four different European languages. Works fine. When customers still want to raise a ticket they get a new screen with "Submit a ticket" in their own language, and after that everything else is in English only because FreshDesk does not seem to allow translations of field names or dropdown tables in tickets.Am I missing something, or should I just accept that FreshDesk is not multi-lingual?

In my support team, about 80% of the time, our first response is a phone call to the client. Currently I cannot find anyway that we can track our "first response time" accurately unless we respond via email within Freshdesk. Is there really no way to track a contact/response that happened outside of Freshdesk? This seems like a massive oversight.I'm currently investigating whether Freshdesk is the right solution for my team and this could be an absolute showstopper.

Hello, I’m running the free version as admin, sole user because the company won’t buy without proofing this system. I have followed the steps to integrate ringcentral multiple times with no luck. I have tried different versions of cURL and OpenSSL. CURL doesn’t even run from the cmd promt. I’m on a Windows 10 pro/64 bit system version 1803 and cURL is now installed as a default program but I down loaded the newest and still no luck. I have tried running from power shell too. If I can’t get this working then we are going to scrap it and go for another platform. Help is appreciated.

I created a freshdesk support website during the 30 days trial. Created 3 agents and everything was fine. But at the end of the trial, I was going to pay a full ESTATE management site but ... Nobody unlock my account (even if i'm willing to pay !) No support to my ticket (I can give my ticket number if freshdesk wants

Hello All,Is anyone else having issues with fields where the data is filled out and then you scroll down or save the ticket and then the fields are removed?I am finding this happens with dependent fields.  I know I have filled them out as the information disappears after being filled out. Because when I scroll back up, it will still display all the dependent fields as if they are blank.  As we know a dependent field should not show up until the one above it has been filled out.  Here is an example.  Items in green are dependent fields and they should not be showing unless the one above it was filled out

Hello, I have been trying to change the notification for the requestor for days. Unfortunately, the field is empty. (I would like to change our Christmas message.) Does anyone have the same problem? Is there maybe a technical error?

 Hi,I'm trying to prepopulate tickets created through the widget and getting it to auto select an item from the group field. I've got it working for text fields, but struggling with dropdown lists.Is this possible at all?

BackgroundI have customers that could have only 1 software product belonging to one of any 3 main product lines. The one product line is Auto updated to belong to a product group and the other two product lines belong to another product group. This update of my group based on the product line works fine. Every product line have multiple product in them. On the company master file the information is kept, indicating for the company what the software product is, the version of the software as well as the database version it is running on. On my ticket, except for the group I also have the 3 fields being product field, product version field and database field. (The other fields on my ticket is NA for this question)I have rules that can achieve what I want it to achieve as asked below but the maintenance on the rules are to much so I want to optimise it and would like

I am having the same issue as this thread. Tried to delete a contact. Need to use the email address associated with it but cant.https://support.freshdesk.com/support/discussions/topics/324661Need help ASAP

 I have edited the search bar placeholder text within our portal but also want to change the font color. Trying to change the search placeholder color using the below CSS targets, yet the color is unchanged....What should be the correct ones to change the placeholder text color? .ui-autocomplete, .ui-state-hover, .ui-state-active, #support-search-input, .ui-autocomplete-input {color:#000 !important;} .ui-autocomplete-input::placeholder {color:#000 !important;} ::-webkit-input-placeholder { /* Chrome/Opera/Safari */ color:#000 !important; } ::-moz-placeholder { /* Firefox 19+ */ color:#000 !important; } :-ms-input-placeholder { /* IE 10+ */ color:#000 !important; } :-moz-placeholder { /* Firefox 18- */ color:#000 !important; } 

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

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...

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