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complaint : stop this unpaid branding/advertising for freshdesk

  • 14 December 2013
  • 29 replies
  • 241 views
I
Rank

It is bad enough that all of my helpdesk correspondence is being sign with :  from paul "via freshdesk" and not with "from paul via cinemaplugins.com"




Now I have noticed that all my forum entries and solutions are being labeled as being from Freshdesk via google.

My solutions are not from freshdesk and my forum is not the freshdesk forum!


I am paying good money for freshdesk and everywhere I look, I am advertising freshdesk and not my own portal !!!! It looks extremely tacky and as if I am on a free platform. some of my clients dont know if I am cinemaplugins or freshdesk. I got a client addressing me as freshdesk !!

This has to stop.it is unbacceptable for a paid solution. I do not want to advertize for freshdesk, I dont need this branding confusion and I find it beyond cheeky that freshdesk is doing this to the SEO for what is essentialy my forum,my solution and my work. I am not freshdesk and I dont want to be branded as such.the damage is already done.


I see no way to prevent this via the admin settings and this practice has to stop.




This topic has been closed for comments

29 replies

aravind.sundararajan
Rank
Userlevel 4
Badge +12

@Smith :




Yes, by default , it references to the freshdesk domain unless a vanity URL is setup . The SSL certificate for one URL / year is free if you're on the Estate plan . Otherwise, it accounts for the commercials as you've mentioned 🙂




We missed out answering this particular question as it got lost admist the DKIM discussions and we thought it would be beneficial for other users who might have the same question !




Cheers!


Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
E
Rank

Aravind,




Regarding that CNAME article you pointed to. That's for going to a "vanity" domain, such as support.mycompany.com for Freshdesk. But there's no SSL on those by default and we'd have to pay you $180/year for you to issue a certificate, right?




Anyway, I'll leave it to the creator of this topic to decide if his questions are answered. It's been years, so he has probably long since moved on.


aravind.sundararajan
Rank
Userlevel 4
Badge +12






@Mr.Smith

The "-Freshdesk" suffix can be removed by setting up a CNAME URL for the Freshdesk portal. The search results would include the portal name specified in the setup .




CName setup




Cheers!
































Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
E
Rank

Looks like DKIM has solved the email aspect of this. However, original poster mentioned a second aspect, which is the " - Freshdesk" suffix in knowledge base articles that show up in Google search listing. Has something changed there?


S
Rank

Hello all,




Am happy to let you all know that we have just released the ability to digitally sign emails sent from Freshdesk for all plans. For more information, please read the following article - https://support.freshdesk.com/support/solutions/articles/223779-digitally-sign-emails-with-dkim-




Thanks,

Sudha


aravind.sundararajan
Rank
Userlevel 4
Badge +12

Hello Everyone,




We're really sorry to keep you waiting but we've worked on the option to use DKIM as an add-on feature for any plan. If you would like to get more information about the DKIM setup, please shoot an E-Mail to support@freshdesk.com and we would be happy to assist you.




Cheers!


Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
R
Rank

Agree with Carl Taylor.  It's seems ridiculous to make this available only to the most expensive plan.  I had a paid plan but I discontinued because I did not have the option to use my own servers.  If this option is rolled out to other plans I will come back.


C
Rank

Will this get rolled out to plans other than Forest? this is an issue that impacts all Freshdesk users and seems ridiculous to only make it available on the most expensive plan.


M
Rank

Hi Allan,


Sorry for the delayed response here.


We have rolled out custom mail box feature using which you could overcome the DKIM issue. Custom mail box feature gives you the ability to send and receive emails using your own email servers. Please refer to the link below for more instructions on setting up custom mailbox,


https://support.freshdesk.com/solution/articles/195170-using-custom-email-servers-to-send-and-receive-support-emails


With regards to the DKIM setup, We are yet to roll out the specific feature. We will keep you posted on the progress. 


M
Rank

What's the ETA for the DKIM? If this will not be there asap, I will definitely stop the trial and move to Zendesk.


D
Rank

Surely the email portion of this can be solved by using custom mail settings, I know this is a feature of the Forest Plan but opening this up to all paid plans would remove this issue entirely for those that have a preference.


We have it set up to send and receive via an Office 365 account and this works really well for us and presents our business much more professionally as we too were not that happy about the Freshdesk reference. Of note, this was not very visible to Outlook users but in GMail it is very obvious.


Worth thinking about as an option..




I
Rank

this has improved.

a google search no longer reports a solution on my helpdesk, as if it where from freshdesk.


the issue with emails is not resolved, and correspondence is too loaded with "freshdesk" 


J
Rank

Has there been any update on this issue?

A
Rank

Happiness is the new satisfaction , or is it ?


W
Rank
Looks like Freshdesk doesn't care at all from Adam about this issue! I'm not impressed...

 


A
Rank

https://agari.zendesk.com/hc/en-us/articles/202952629-How-can-I-get-my-third-party-senders-DMARC-compliant-

makes a good summary of the situation


@Vijay, using sendgrid as a 3rd party is good thing, and not an excuse not to implement DKIM :

by delegating a subdomain to freshdesk, you could easily generate DKIM for us.


DKIM is not an option, it's a mandatory security feature , and 'via freshdesk' message in gmail is not an advertisement : It's a security alert, saying there is no proof the message is legit.


@Freshdesk please provide an official answer about this issue.


Regards,

- Arnaud



L
Rank

+1 for allowing DKIM signing of messages or allowing us to use our own SMTP service.


J
Rank

Dear Freshdesk,


Got a couple of questions

1. We afraid our emails sent through freshdesk will be blocked by receiver's server because of mismatching "From domain" and the actual freshdesk domain. I have set up SPF following your tutorial. But how can we verify that it's actually working?


2. Is there a way to add DKIM as suggested by Google to further remove the via Freshdesk link? We don't mind Freshdesk advertise at the bottom of our emails, since we are on the sprout plan and it's absolutely fair. But the via freshdesk link does confuse customers. At least, let us know if this is even possible such that we won't waste time hunting for solutions. 


Please advice. Thank you!

Jack


D
Rank

+1 for DKIM records!


A
Rank

What is the update for DKIM?

I Agree with everyone else, that DKIM should be part of service. It's a standard practice and every company we've worked with had DKIM/SPF support by default. 


A
Rank

Is there any updates on the DKIM setup? My company have purchased the Estate plan and it is ridiculous that we are unable to remove the "via freshdesk.com" from emails that we send out.

A
Rank

Any updates on DKIM setup ?

H
Rank

Thanks for the reply Vijay.


I beg to differ. I know that emails are send by your mail server. According to Google, by adding your mail server (email.freshdesk.com) to be included in the domain SPF record (eg, SPF include:email.freshdesk.com) we authorize your mail server to send emails on behalf of our domain. With this, Google no longer treats your mail server as 'foreign' and should no longer show the 'via freshdesk' at the recipient.


The thing that is unclear to me is that Google also talks about signing messages with DKIM. I do seem a DKIM record included by your email server but its not clear if this is sufficient or another condition.


If we can resolve this then all complaints are laid to rest. Wouldn't that be nice? :)

Thanks,
Henk



annapoorna.venketaraman
Rank
Userlevel 4
Badge +8

Hey Venkatesh, 


Thank you for signing up for Freshdesk!


One of our agents will be getting in touch with you real soon to help you show around the product!


Hope you have loads of fun using Freshdesk.


Cheers,

Anna

Head of Community
M
Rank
Since today an hour ago I joined this FreshDesk and I do not exactly know how it works and whatway it works. Iam a fresher please help me.

Thank you,

Sincerely,
Venkatesh M
 

 

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