Skip to main content
Visit Freshworks.com Visit Freshworks

Archives - Freshdesk

All archived articles of Freshdesk

  • 2,440 Posts
  • 6,096 Replies
2440 Posts
J
Apprentice
jmtApprentice
posted in Archives - Freshdesk
Multiple FreshDesk accounts for the same company

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 (it@company.com and cs@company.com). 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

12134
R
Community Debut
1 year ago
R
Apprentice
ricardo.oksaApprentice
posted in Archives - Freshdesk
Updating custom tickets fields using the API

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.

2011
Keer
Community Debut
3 years ago
M
Apprentice
martin_16314Apprentice
posted in Archives - Freshdesk
Someone has just responded to this ticket. Please review their responses before you hit send

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! 

2071
hemanth.ramya
Community Manager
4 years ago
A
Contributor
andrew.barberContributor
posted in Archives - Freshdesk
Message bounced - Temporary error

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.

1011
hemanth.ramya
Community Manager
4 years ago
D
Apprentice
daniella.salinas.toroApprentice
posted in Archives - Freshdesk
Search function not working

Agent portal is not working correctly. No ability to search for tickets or contacts. All other admin settings are getting error message. Se pictures.

2071
hemanth.ramya
Community Manager
4 years ago
I
Apprentice
ithomassenApprentice
posted in Archives - Freshdesk
We are sorry. You have been restricted from accessing this helpdesk page

getting this error.I heard fresdesk can solv this problem in the backand.Can you please fix thisoure helpdesk : https://schothorstfeedresearch.freshdesk.com/

2292
hemanth.ramya
Community Manager
4 years ago
E
Apprentice
ericcbaderApprentice
posted in Archives - Freshdesk
Customers seeing: "We are sorry. You have been restricted from accessing this helpdesk page."

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!

1911
hemanth.ramya
Community Manager
4 years ago
O
Apprentice
orders_21138Apprentice
posted in Archives - Freshdesk
Emails not forwarding to freshdesk as tickets

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.

1331
hemanth.ramya
Community Manager
4 years ago
C
Contributor
c.ziobroContributor
posted in Archives - Freshdesk
Error: We are sorry. You have been restricted from accessing this helpdesk page

When a customers try to open a tickect they receive this message"We are sorry. You have been restricted from accessing this helpdesk page"Our url access is: rubika.freshdesk.comCan you help me ?

1121
hemanth.ramya
Community Manager
4 years ago
J
Apprentice
jsymmsApprentice
posted in Archives - Freshdesk
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?

1651
K
Community Debut
4 years ago
J
Apprentice
jbuckleyApprentice
posted in Archives - Freshdesk
We are sorry. You have been restricted from accessing this helpdesk page.

Multiple clients are telling me they cannot access the link for our company's Freshdesk and getting the attached error screen.

911
hemanth.ramya
Community Manager
4 years ago
S
Apprentice
stephanie.limApprentice
posted in Archives - Freshdesk
403 Forbidden

Hi Our client facing this issue when they submit ticket, please help.

451
hemanth.ramya
Community Manager
4 years ago
A
Apprentice
adam_21188Apprentice
posted in Archives - Freshdesk
403 error

Hello,Our customers cannot open a ticket - they receive a page of 403 error: You are not authorized to access portalOur helpdesk webpage is https://euliviahelp.freshdesk.comThank you for your help,Adam

621
hemanth.ramya
Community Manager
4 years ago
C
Apprentice
carlos_21190Apprentice
posted in Archives - Freshdesk
Error opening Tickets. "We are sorry. You have been restricted from accessing this helpdesk page"

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. 

861
hemanth.ramya
Community Manager
4 years ago
J
Apprentice
jared_21205Apprentice
posted in Archives - Freshdesk
403 Forbidden

Hello,Same issue as many other users, unable to create a ticket at helpdesk address.Have already sent several emails regarding issue and have yet to hear back.403 Forbiddenhttps://brandedlogistics.freshdesk.com/support/homeThanks,JP

651
hemanth.ramya
Community Manager
4 years ago
K
Apprentice
ktinningApprentice
posted in Archives - Freshdesk
Freshdesk Emails Not working

Hi,I am starting up with Freshdesk and the customer activation emails don't send, also the email forwarding from my support email to Freshdesk get bounced back and the ticket doesn't get created.Returns with an error saying the mailbox is blocked.

561
hemanth.ramya
Community Manager
4 years ago
S
Apprentice
shmuel_aviramApprentice
posted in Archives - Freshdesk
agent cannot login

hi when I try to login to my account I get the message email and password dosent much the password is ok and the user is ok I cannot log in to my account can you help ? shmuel_aviram@malam.com

341
hemanth.ramya
Community Manager
4 years ago
S
Apprentice
support_13851Apprentice
posted in Archives - Freshdesk
You have been restricted from creating a ticket

One of my client is unable to submit a ticket. My client is getting this message "You have been restricted from creating a ticket"

1321
hemanth.ramya
Community Manager
4 years ago
L
Apprentice
lorenz.raschApprentice
posted in Archives - Freshdesk
Adding contact with umlaut in email gives "Another contact exists with the same email" error

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.

731
N
Community Debut
4 years ago
M
Apprentice
martin.trobbianiApprentice
posted in Archives - Freshdesk
Problem with the Portal

When the user tray to create a new ticket, the following error appears:Regards.

291
N
Community Debut
4 years ago
S
Apprentice
susie.youngApprentice
posted in Archives - Freshdesk
Ability to search within custom fields

Is there a way to add our custom fields to the "search" function?  For example currently Freshdesk offers the search within "Tickets", "Contacts", and "Solutions".  Can we add one ore more of our company's added customer fields to search within?

3262
K
Community Debut
4 years ago
S
Contributor
swetha.shivaContributor
posted in Archives - Freshdesk
Which Freshdesk feature helped your team work effectively while working from home?

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?

521
C
Community Debut
4 years ago
M
Apprentice
msmith_21127Apprentice
posted in Archives - Freshdesk
Ticket assigned to agent emails not working

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!

1641
A
Community Debut
4 years ago
I
Apprentice
isaelsonApprentice
posted in Archives - Freshdesk
We are sorry. You have been restricted

Hi FriendsPlease hekp me. My contacts no send me new ticket because this error: We are sorry. You have been restricted I send the picture.

381
A
Community Debut
4 years ago
S
Apprentice
s.galenkampApprentice
posted in Archives - Freshdesk
Change website Name

During the initialisation phase our URL was named as https://testmontratec.freshdesk.com and the mail adress as montrateccomservice@testmontratec.freshdesk.comNow we want to start real usage and rename it to https://montratec.freshdesk.com resp. montrateccomservice@montratec.freshdesk.com --> without "test"Can we Change the URL and email?

1002
hemanth.ramya
Community Manager
4 years ago

Badge winners

  • Smooth talker [5]
    Tintinhas earned the badge Smooth talker [5]
  • Salud, Ideator
    joe_13322has earned the badge Salud, Ideator
  • Lightning (Mc)Learner
    joe_13322has earned the badge Lightning (Mc)Learner
  • Salud, Ideator
    rene.winterhas earned the badge Salud, Ideator
  • Wizard of Creative Thinking (5)
    Susanne Ewéohas earned the badge Wizard of Creative Thinking (5)
Show all badges
Terms of Use