Archives - Freshdesk
All archived articles of Freshdesk
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I currently have a FreshDesk account for our IT helpdesk. We are thinking about implementing Freshdesk for our Customer Service department. Instead of using the same FreshDesk account, I'd prefer to set up a new account. The reason is that the IT helpdesk is for internal employees (so other employees are the contacts) whereas Customer Service will deal with external customers. There will be different ticket fields and the Customer Service account would sync with our CRM system to get the companies and contacts. For these reasons, I'd like to keep them separate. The main concern is that both accounts will have support emails with the same domain name (email@example.com and firstname.lastname@example.org). This all seems to work OK so far except that when I set up the DKIM for the second account, it says that the domain is already verified with another account. Is that OK or will I run into problems?Thanks,Joe
Hello,Is it possible to use the API for updating tickets fields?. We have some custom fields that need to be updated and Fresh Desk is extremely slow when you try to edit custom fields with large amount of items. Some times our browser have totally stopped to work when we have try to add a new item to a custom field. Right now we have some custom fields with more than 600 items.
I get the above error message literally EVERYTIME I respond to a ticket... even if it's the next day and the client has not "just" added a reply to the ticket. I wouldn't mind but it means I have to remember to hit send twice and it does mean some of my response don't get to my customers because I forget to do it! It's beginning to get to the point that I'm thinking about changing platforms!
As of this morning our support team are unable to send any email replies to either staff or external customers. There does not seem to be an issue with notes being added to tickets. There has been no change to any email infrastrucutre or settings from out side. Please can this be looked into as it is massivley hindering out support team.
Hello!A week or so ago, my customers started telling me they are always getting the following message when they submit a new ticket:"We are sorry. You have been restricted from accessing this helpdesk page."Can you help us figure this out?Thank you!
This is happening when the "from" email is the same as the email we have linked with our FD account. We have set up all our online orders to come in to outlook 365 inbox via our own "from" email. All those emails are not transferring to FD as a result Our account admin wasn't able to provide a solution.
Clients getting "We are sorry. You have been restricted from accessing this helpdesk page." error when attempting to submit a ticket.
Submitting a ticket via my site:https://eventrebels.freshdesk.com/support/tickets/newresults in "We are sorry. You have been restricted from accessing this helpdesk page." error.I see MANY other discussions with people referencing the same issues, and it seems they are resolved individually. Can you please resolve mine?
Hi. From some days ago, is not possible to open tickets from our support site. After create a ticket, customers gets the message:We are sorry. You have been restricted from accessing this helpdesk page.Our site is:https://xcialsoporte.freshdesk.com/support/tickets/May you check it?Thanks in advance for your support.
Hello FreshDesk Team,I found a bug when adding a contact.Steps to reproduce:Open "New Contact" ModalEnter email with umlaut. ex. "mötley@crue.com"Fill out necessary fields.Click "Create" button.Expected Result:The contact is saved. (Umlaut characters are allowed in email addresses)An appropriate error is displayed. ex: "The email contains illegal characters"Actual Result:The error "Another contact exists with the same email" is displayed.
We hope that you all are safe during these extraordinarily difficult times. We as a Freshdesk family would love to know how are you ensuring that your team is giving out their best during these times. Are there any particular Freshdesk features that helped to run your business with ease?
Hello, new FreshDesk user here, still learning the system. We have one problem where when we create tickets and assign them to an agent, the agent is not receiving an email that they have a new ticket assigned to them. I searched the forums and could not find an answer for this. The option to send agent notifications is turned on. Please help, thanks!
During the initialisation phase our URL was named as https://testmontratec.freshdesk.com and the mail adress as email@example.comNow we want to start real usage and rename it to https://montratec.freshdesk.com resp. firstname.lastname@example.org --> without "test"Can we Change the URL and email?
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