Using Freshdesk

When merging tickets, the customer's other tickets would automatically appear. With Mint I have to search for the tickets myself using customer info. Why is this harder to do now?

This has happened to me so many times and it's incredibly frustrating. I log into the agent portal, try to respond to a user's ticket by adding a note. When I hit submit, I'm kicked out of the agent portal back to the login screen. I've lost everything I've typed (and no amount of going back will allow me to find the text). I'm using the latest Google Chrome on Ubuntu 18.04. I also use AdBlock and Ghostery. Have other users with these plugins experienced similar issues? Thanks,Nick

I use Mint almost exclusively.  We have one location, however, that I cannot "Reply" to - when I try to reply I get the "Cannot Send: Oops! Something went wrong..." message.  If I switch back to the Classic view I can see the message I typed and can then Reply without error.  As a point of interest, for a period of time I left the support team to work at that specific location and was opening tickets there as a customer.  I have since returned to support -- not sure if that is in any way related to the issue but we are grasping at straws here.  Any suggestions for what we can try would be appreciated.  Thanks.

We ar developing a fresh desk app we are getting the ticket information by using "onTicketPropertiesUpdated" event and calling a .net webAPI which is hosted in our (SSL+domain) server and recieving the data there and processing it but we were not able to call the web API while testing it locally. i am attaching the file app.js you can check the function called "ticketPropertiesUpdated : function() {}" where we used two types of ajax calls  1. $request.post call 2. jQuery.ajax call Both are not working for the 1st option we are getting following error frameworks-b0c418c….js:27 Mixed Content: The page at 'https://koutilya999.freshdesk.com/helpdesk/tickets/7' was loaded over HTTPS, but requested an insecure XMLHttpRequest endpoint 'http://localho

 The merge feature is quite useful under classic.  Once pressed, it will search all tickets for matching email address and display them.  I have the option to merge the ones I wanted.  Tried under MInt several times, each time, only the ticket I am currently viewing is displayed.  Yet as I progress through the backlog, I encountered several emails/tickets from the same individual.  It is broken or I am doing something wrong.  Any advice is greatly appreciated.

When inserting a canned response into the message box, the html coding is showing up. It is not showing in the stored response but only when inserted into a message. I then have to delete it before sending. It is a pain. Any way to stop this?  I have tried deleting and recreating the response. No help. Help.Here is what happens:It appears that you are running a STaC this week and not using our hands so we have excluded this game from TCG.<span style="font-size: 14px;"><br></span><spa

"Restore a ticket" tab topic has a "GET" icon next to it, but the command is a "PUT"Thanks

FreshDesk App Version: 4.9.3iOS Version: 12.1The app crashes when I attempt to view the notifications list. I've tried restarting the phone, logging out of the app, as well as reinstalling with the same results. This started after I updated to iOS version 12. Screenshot of what I'm tapping before the app crashes.Any app updates on the horizon?

Review response error shows when attempting to Send and set as Closed.  The newest response has been loaded on the view. Have to force a hard refresh of the browser to be able to reply to the ticket. 

I need to import a huge list of companies in FreshService. It is possible to import via a API in JSONI use what is provided bij FreshService:{    "itil_department":{        "name":"SuperNova",        "description":"Spaceship Manufacturing Company",        "department_users_attributes":{            "head_id":"34"        }    } }It is possible to put one company at the time, but I would like to put many of them in at once. If I try to do that, is fails. Somebody an idea how to solve this?Kind regards

I have upgraded to magneto 2.2 and when i try to install the freshdesk modual for magento 2, i immediately get an exception when i visit the admin side of the site.The current module is quite old (Dec 2016) Will there be an updated version to handle magento 2.2?

When i select text and hit ctrl + k I get the insert hyper link window up but adding anything to this will just add the text at the bottom of the ticket and not where I want it. This has changed in the last week or so and it is really anoying since it is almost muscle memory to use ctrl +k. It works fine if you do the manual route of clicking the formatting options but I would like to have my Ctrl + K back

Getting this response using Azure for SSO.Cant get it working with either settings or new certificates.

Freshdesk, When export the tickets, it would be nice to see all the agent-customer interactions. At the moment there is only the subject and description. We are trying to analyze the ticket for resolutions and unable to find the solution that was offered to customer in email. Can you please help?

As per topic title - the Mint UI is not showing the "Unassigned" ticket number on the dashboard for regular agents.This is used as our 'awaiting pickup' ticket queue, so is important to us -- our helpdesk staff have now moved back onto the old UI as it's easier for them.Is there an easy way to get it back ?

We are using SendGrid and freshdesk and it seems they both are causing conflicts in the CNAME configs, I can't add both. Please assist

This problem was posted six years ago. Support shows the bug as fixed, but I still see it today.I have a ticket which is created by an external system emailing Freshdesk. The subject appears but the body is always blank (Its not an error on the email).The ticket contents display in edit mode, but are hidden elsewhere.For several months I was able to copy the text in edit mode, delete the body text, and paste it back with no formatting to make it display. That workaround no longer works. Even if I paste the text into another interface and remove all formatting I can't get it to display in Freshdesk.

I'm trying to set the CC of the editor in Freshdesk when the user clicks the reply button. I'm using with App Development Platform v2. It works the first time, but when I discard the draft, and click Reply again, the editor does not load, and the following error is displayed:Here is a small repro:function insertCC(client) { client.interface.trigger("setValue", {id: "cc", value: ["Test CC <testcc@mycompany.net>"]}); } $(document).ready( function() { app.initialized() .then(function(_client) { console.log("appInit"); var client = _client; client.events.on("ticket.replyClick", function() { insertCC(client) }); }); });Exact steps:1. Load a ticke

Seriously, today we are busier than ever and now my agents find Freshdesk usage has changed and not for the better.As we use the system to log calls we initially do a search using the search box at the top right to search for a list of current customers/contacts.We select the appropriate contact.We check for any existing tickets and then click the + symbol to the right of the contact name to quickly create a a new ticket for them.Now some bright spark has replaced the + symbol with a "New Ticket" which then takes you out of the contact and we have to search again for the customer a second time.It might not sound like much but when you you are an extremely busy engineering department it is wasted time.Please consider how removal of features will adversely affect your customers in future, if the change is necessary how about you wait until after the busiest suppor

Hi for all....I am having problems using the search in v2 ... mainly in custom fields ... for example, I used the ticked_fields api to get the list of fields ... ok ... now the name of my field that I want to filter is os_apigts ... then the curl command would look like:curl -v -u moser@softdata.com.br:pass -H "Content-Type: application/json" -X GET 'https://softdatabr.freshdesk.com/api/v2/search/tickets?query="os_apigts:10586"'But it does not work ... what am I doing wrong?

Hello,In one specific ticket, unable to send reply and the message is "Your previous response is still being sent. Try again in a few seconds."I try to discard reply and create again, even after logout/login and restart of browser : same message.

Our team just recently used Freshdesk (since Oct 2018, now its Dec as of writing) and is still having some learning curves. We are fairly new to using this kind of tool as well, so apologies if the topic may seem basic.We are only use one account since we're still 2 in the team. We made a mistake in logging the time of our tickets. We missed the part of changing the agent when you add Log Time. So, when we extracted our Timesheet Summary Report, it only appeared that only one of us had tickets, when in fact we assigned the tickets accordingly to the either of the 2 of us.Is there a way to bulk update the agent tagged in the Time Log? I tried to go to the Ticket Dashboard, filter the Agent to that my teammate's, but I can't bulk update the detail (agent) in the Time Logged.I hope I'm making sense. If there's any work around for this, that would be lovely. Thank you, everyone!

Can I import my membership system into Freshdesk's contacts?Then if my client wants to log in to the customer platform to ask questions, then is he going to log in to my company's membership system, or is it a freshdesk platform?

Mint compatible. 

I am trying to get our Help Desk Data out using the API. Every time I get the data, I get the most recent data. So even if I use updated_since if March 2017, the first 100 responses are the same as if I put in Sept. 2018. Can I put a range, so after my first call, I can start to gather tickets at the last date I received in the prev call. I want to pick up where my last call left.If the first page is always most recent, then I am always querying the same dataThanks