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Using Freshdesk

CX and Customer Support

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michielContributor
posted in Archives - Freshdesk
new ticket when using mail commands

Hi there,When I reply to a notification that a ticket has been assigned to me, and I add a command in the mail body, the reply is added to the ticket, but the command is not executed and a new ticket is created with the same reply-text.The command is properly removed from the text in both the first and the second ticket.Anyone ever have this problem?gr michiel

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patrick.kContributor
posted in Archives - Freshdesk
New Ticket view

I was wondering if the new ticketview will stay as an option or will it be implemented as the only ticketview available in time?We want to switch completely to the new ticket view but whats the deal on this?Can we savely switch to the new ticket view without have to worry about switching back ?

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annapoorna.venketaraman
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thomasContributor
posted in Archives - Freshdesk
FreshBooks Integration

How is the integration with FreshBooks working for you?If you're not familiar with the integration, here is Freshdesk's intro to it.For me, having a help desk solution integrated into my time tracking solution is critical to my business. We get bored of data entry, especially when there are people who made amazing APIs to help us.I've requested a new feature; it has to do with contractors. When I started with FreshDesk I thought it would let my contractors bill time via the integration. I was wrong and had to upgrade to the FreshBooks maximum plan so I could have the ability to have FreshBooks Staff. Staff can bill hours against a ticket via the Freshdesk to FreshBooks integration. Here's the ticket if you want to make it more popular or follow it as well: https://support.freshdesk.com/support/discussions/topics/16741How have you customized the Notes Text on the integration screen?The default notes only passes the ticket ID to FreshBooks. I want to pass the ticket ID, Subject, Status,

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mmoonilalApprentice
posted in Archives - Freshdesk
Search Notes Function

When agents are logged in, they should be able to search the entire site including all the notes that have been created by other agents and the information of all status of ticket text.  Right now, it seems like the search feature does not do that.  Any ideas on this?

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annapoorna.venketaraman
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mmoonilalApprentice
posted in Archives - Freshdesk
Search Notes Function

The capability of adding notes to the tickets and making them visible to customers/internal is there in Freshdesk.  I would like to know how I can make these notes searchable to all agents. Sometimes custom solutions are applicable, but not always encountered by the same agent.  So if one agent creates a note for a custom fix, another agent should be able to search with a keyword and locate the note for the fix.

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annapoorna.venketaraman
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artsupportApprentice
posted in Archives - Freshdesk
Logging in issue

Hi, Am new to freshdesk and am having an issue when logging in.We have 3 agents setup. 2 are admins one is a supervisor.When I log into google as the supervisor user and choose freshdesk from the more -> Freshdesk link at the top of the page, Freshdesk then logs me in as one of the admin users.At the top right it has the option to swtich to the supervisor user and the other admin user. Why can't it log me in a the correct user?Thanks

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annapoorna.venketaraman
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sunApprentice
posted in Archives - Freshdesk
Redirecting when Logging in.

Hello,I'm trying to use Freshdesk and access the URL, but instead of the usual Freshdesk login page,it redirects to our company's administrator login page today.Please let me know if there is any kind of maintenance going on with yours, and help me access the right Freshdesk login page.Thank you.

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annapoorna.venketaraman
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benApprentice
posted in Archives - Freshdesk
Convert email sent to non-support addresses to tickets

Hi, I'm evaluating freshdesk. Our company has loads of email address. We regularly get support request emails sent to non support email addresses. Is there a way of selecting these emails and creating a ticket without copy and paste into new ticket? Thanks.

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annapoorna.venketaraman
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kcastellanoContributor
posted in Archives - Freshdesk
Submitting a ticket using Safari

Hello,If I submit a ticket using Safari, the form will not submit even though all the fields are correct.  I've tried this from multiple machines and have encounter this issue.  If I use Chrome or Firefox, I can submit the ticket.  It is as if the browser window in Safari is frozen.  Has anyone encountered or resolved this issue?Thanks in advance.Ken

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annapoorna.venketaraman
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simon.morganContributor
posted in Archives - Freshdesk
Dispatch'r rules not working

Is anyone else finding that their Dispatch'r rules are not working?Everything has been fine until the last hour or 2 and now no tickets are being processed by Dispatch'r.

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vikrambContributor
posted in FreshThemes Gallery
Freshdesk Vintage

To all those who miss the old Freshdesk theme, here's a taste of vintage. Vintage marries the styles, layout and structure of the old theme with the SEO optimized folder structure, and responsive layout of the new. To use this theme: Download the FreshThemesVintage.zip file Unzip this file Copy and paste contents in the text files into the corresponding stylesheet and layout pages You can view a live demo of the Vintage theme here.

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sax_freshdeskApprentice
posted in Archives - Freshdesk
Dropbox icon missing at Freshdesk widget popup

 They say one picture is 1000 words, so here you go:

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annapoorna.venketaraman
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andrew.shoonerApprentice
posted in Archives - Freshdesk
Show all customers in "all" customers list

The 'all' customers list (/contacts/filter/all) does not show all customers. Specifically, it does not show deleted customers. This is somewhat counter-intuitive. 

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annapoorna.venketaraman
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freshdeskContributor
posted in Archives - Freshdesk
My company's default portal design has been automatially changed and looks horrible - how can I get back to our previous design?

I woke up today with all of my customer forums showing an absolutely horrible new default design that was a mixture of our previously set custom design plus some new  icons, fonts and colors that Freshdesk automatically applied to our site.  The new default design now also includes a prominent advertisement for Freshdesk and I cannot find any way to remove it.Freshdesk - IMHO this is a major mess. You should not have changed our customer-facing website without at least warning us in advance and ensuring that we could revert or immediately match the design we have been using since we signed up for our service.How can I fix the following problems:1.  The original forum icons were clean and neutral in design so they could easily be used with multiple custom page designs.  The new icons are too large and the colors are too bright and loud (orange, bright green, bright blue etc.) with the result that they clash with any subdued corporate style.  Can you please allow

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sean.hullApprentice
posted in Archives - Freshdesk
Create a ticket with no SLA?

When someone submits a Feature Request, it's something that isn't going to be done anytime soon, and will obvious violate our typical Support SLAs.  I want to remove any SLA requirements for that ticket.Is there a way to create a ticket with no SLA?  Or to have the SLA removed for a particular Type (ie Feature Request) ?

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alessio.fattoriniContributor
posted in Archives - Freshdesk
Custom portal and CSS - What are you doing?

Sorry but we are waiting for thishttps://support.freshdesk.com/categories/2/forums/6/topics/91And I read:Vijay on Tue, Oct 23, 2012 at 2:32 PMSorry GuysI promise - 1 More month :)Almost done with the workregardsvijay---One month? from October? And do you close the post for more comments? :-\ And this is the way to maintain the relationship with your customers?Can you update us about the situation? And what is this? http://blog.freshdesk.com/why-your-support-portal-should-scream-youNothing about this new feature?Guys, tell us something.

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xclApprentice
posted in Archives - Freshdesk
"fakepath" after attachment uploaded

it is frustrating that attachment cannot be uploaded proper. i had googled the general solution is to go internet option=> security => custom=> to enable the "include local directory when upload to server", by default it had been enabled.i am using chrome as browser, any idea please

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annapoorna.venketaraman
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alex_10481Contributor
posted in Archives - Freshdesk
Auto complete for forward/bcc/cc not working properly after update

 Seems to be very case sensitive, and can't type too many letters of the name.IE.  I tried to add "Jerrod" to an email chain, I had to type in Jerro to get it to come up, if I typed in Jerrod, it did not find anything.

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annapoorna.venketaraman
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gilles.herfeldApprentice
posted in Archives - Freshdesk
client can't add cc...

during the live of a tick, a client canot add a "cc" to his email back to support.for some reason, if the cc'd address was not on the original email that had created the ticket, freshdesk loose it.. only cc add by agent are used.This is not going to fly.G.

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annapoorna.venketaraman
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gabriele.verbraakApprentice
posted in Archives - Freshdesk
Sorting tickets is still an issue

We are working with Firefox the latest version 18.01. Sorting of the view  Tickets is still a problem. After setting it on Sort by Priority and Ascending this view resets itself after solving a ticket. We have read that this subject is started at least twice on your forum some time ago. Can you please fix this?

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annapoorna.venketaraman
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vera.heidkampApprentice
posted in Archives - Freshdesk
Some problems with the forum

We have come across a few problems in the forums and I'm not sure if anything of this has been mentioned yet, so I'll just put all of it in one post.First of all (and that is a huge problem!), if a thread has more than 25 replies, it goes to a second page and the first post on this page is totally wrong. You can see what I mean here: https://support.freshdesk.com/categories/2/forums/6/topics/173?page=2The first post looks like it's from a Dustin and it has an "I like this idea" button, so it kinda looks like it's the first post overall. Well, it isn't. And I bet it's not from Dustin but from somebody else. Our customers are really angry about this because there are posts that look like they are from them but they are not. Another thing: When I go to the forums and there is a thread that has 3 pages, I have probably already read the first two. So I'd like to be able to go to the 3rd page quickly. But that doesn't work because there is no way to get to the third page from the overview an

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annapoorna.venketaraman
Skilled Expert
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m.sedajApprentice
posted in Archives - Freshdesk
Example of POST query

 Hello,I am trying to post data into timesheet note.This is what my code looks like$data = array (  'time_entry' => array (  'note' => 'test via API',  ),);$urltopost = "http://samplecompany.freshdesk.com/helpdesk/time_sheets/1111111.xml";$header[] = "Content-type: application/xml";$ch = curl_init ($urltopost);curl_setopt ($ch, CURLOPT_POST, true);curl_setopt ($ch, CURLOPT_POSTFIELDS, http_build_query($data));curl_setopt ($ch, CURLOPT_USERPWD, sampleuser:password);curl_setopt ($ch, CURLOPT_HTTPHEADER, $header);curl_setopt ($ch, CURLOPT_RETURNTRANSFER, true);curl_setopt ($ch, CURLOPT_HTTPAUTH, CURLAUTH_BASIC);curl_setopt ($ch, CURLOPT_RETURNTRANSFER, TRUE);curl_setopt ($ch, CURLOPT_SSL_VERIFYHOST, 0);curl_setopt ($ch, CURLOPT_SSL_VERIFYPEER, 0);try {   $returndata = curl_exec ($ch);   $e = curl_error($ch);}catch(Exception $e) {   throw new Exception ('An error occured! '.$e->getMessage());}curl_close($ch);echo "<pre>";print_r ($returndata);echo "</pre>";I have tried

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smithtApprentice
posted in Archives - Freshdesk
Flakey behavior - SLOOOW e-mail assignment & auto-close tickets

 For the last hour or so, Freshdesk has been experiencing the following problems:* Tickets opened via e-mail have taken 20 minutes or more (some have not been opened yet and it has been over an hour)* Tickets opened via the web interface are closed immediately by the system (no human intervention).Anyone else experiencing these problems?-Tom Smith, Park School, Brookline, MA

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jamie.oconnellApprentice
posted in Archives - Freshdesk
PDF embedding still not possible in solutions

Hi,In my October bug-report:https://support.freshdesk.com/categories/2/forums/8/topics/7857I was told that it would be a "few weeks" before PDF embedding would be available.It is now nearly 2013 - is there a definite ETA on this bug being fixed?regardsjamie

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lameirasApprentice
posted in Archives - Freshdesk
Remove automatic ticket reply salute

HelloIs there a way to remove the automatic salute (Hi insert_requester_name_here,) when clicking reply to a ticket? Most of times I have to delete it, which is a bit annoying in my opinion.Thank you!

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