Skip to main content
  • EN

Archives - Freshdesk

All archived articles of Freshdesk

  • 2,440 Posts
  • 6,096 Replies
2440 Posts
A
Apprentice
ankgupta.7778Apprentice
posted in Archives - Freshdesk
ADFS 3.0 + SAML2.0

Hi Team,    I was trying to integrate my ADFS with freshdesk using SAML2.0. I have done all the configurations for SSO. I am able to get redirected to my ADFS login page and post authentication, i am getting redirecting to freshdesk page with an error:    "Error while authenticating user: could not validate timestamp: not yet valid. check system clock"    Can anybody guide me the cause of the issue or any workaround to mitigate it.  Thanks  Ank Gupta

681
hemanth.ramya
Community Manager
I
Apprentice
ictsupportApprentice
posted in Archives - Freshdesk
Can't login with SSO

we are now trying Freshdesk but we run into a problem with SSO. Followed all steps with setting up SSO in Azure AD and Freshdesk but it still doesn't work. The Agents can log in but users cannot log in, not even via the login screen. Via the login screen, the message "Email and Password combination doesn't match" appears. When logging in via SSO we get the message "The server encountered a temporary error and couldn't complete your request. Please try again."

3685
hemanth.ramya
Community Manager
A
Apprentice
aftab.ahmadApprentice
posted in Archives - Freshdesk
Agent notifications not working

I had set up agent notifications for new tickets back in July, however something has happened since and they have totally stopped working.I have disabled then re-enabled, removed agents then added them back in. I have checked the spam filters multiple accounts (Outlook, Gmail etc.) but nothing is coming through.Any ideas what I can do next?thank you.

563
hemanth.ramya
Community Manager
I
Apprentice
igors.kolcinsApprentice
posted in Archives - Freshdesk
DKIM and SPF for domain.freshdesk.com

Hey community,We need help with configuring DKIM.The issue is next, we have Mailbox with email address: support@truecorset.freshdesk.comThe problem is outgoing emails do not have DKIM record, SPF showing SOFTFAIL and DMRAC - FAILYou can see that on this screenshot: https://prnt.sc/u8zki7The question is, how do you fix this? Emails end up in spam.As far as I understand, this is not a custom domain and we have no any records in Admin > Support Channels > Email Settings > Advanced Settings> Configure DKIMSo, not sure if we need to do something with our DNS.

4421
hemanth.ramya
Community Manager
B
Apprentice
buddy_21070Apprentice
posted in Archives - Freshdesk
Freshdesk will not answer my support questions. WHY?

Freshdesk will not answer my support questions. WHY?I have posted twice since Friday and not a word.  I have yet to see the Moderators post my questions.  WHY?Being that we are trying to do an honest evaluation and can't get answers is very disturbing right now.Buddy

362
hemanth.ramya
Community Manager
A
Apprentice
andreas.tanApprentice
posted in Archives - Freshdesk
Support email verification keep failed

Hi, been able to create ticket from user emailing our company support email, but i still cant verify our company helpdesk email even though the ticket work flawlessly.Thank you

1741
A
Community Debut
P
Apprentice
peter.bealeApprentice
posted in Archives - Freshdesk
Active Directory Integration

Hello,I am looking for the document that details how to configure Active Directory integration.The only link I can find is  https://support.freshdesk.com/support/solutions/articles/2018-active-directory-integrationHowever it is a dead link. how to configure Active Directory integration?Regards

1902
suprabha.somanathan
Community Debut
J
Apprentice
jecklesApprentice
posted in Archives - Freshdesk
how to validate user credentials using api

Hello - I would like to offer apis to requestors.  This api aggregates creating a ticket in freskdesk and calling other apis in our system.I would like to use the Freshdesk user credentials.  This way our customers can access our apis and access Freshdesk to view tickets.Is there an api we can call to validate user credentials?Cheers,

1892
suprabha.somanathan
Community Debut
S
Apprentice
starskyApprentice
posted in Archives - Freshdesk
Conversation Type Phone/Email/Text

Looking at the freshdesk.conversation table I'm trying to figure out the best way to distinguish between phone calls, emails and text messages. There's a field in the table called 'source' that has numerical values but I'm not too sure what those values map to, or if thats the right field i should even be looking at.Does anyone know how can i tell whether a row in the conversations table is either an email, phone call or text?

493
suprabha.somanathan
Community Debut
J
Apprentice
jacob.retsamApprentice
posted in Archives - Freshdesk
How to change the [Name] of the message "[Name] powered by freshdesk" at the end of emails ?

Hi,The question is in the tittle. I'm fine with the free version right now. I don't mind if the clients see the message "[Name] powered by freshdesk". I would just like to change the name, because it mine right now which is a problem.Many thanks

5733
suprabha.somanathan
Community Debut
L
Apprentice
lthibApprentice
posted in Archives - Freshdesk
Remove Freshsales from Freshdesk Ticket Sidebar

 Is there a way to remove the Freshsales widget from the ticket sidebar? Highly annoying.

851
hemanth.ramya
Community Manager
S
Apprentice
sbenderApprentice
posted in Archives - Freshdesk
Chrome Spell Check Issues

I am using Chrome and having an issue with the spell check.  Only seems to happen in Freshdesk.  I will be typing a response and an incorrectly spelled word will have the red underline.  When I stop typing the red underline goes away and I can't right click to change the spelling.  Seems to happen more frequently in tickets from Facebook.  I have made sure spell check is enabled in Chrome, flushed the cache and ensured Chrome is up to date.  Any help would be appreciated.

5281
hemanth.ramya
Community Manager
R
Apprentice
rlariaApprentice
posted in Archives - Freshdesk
Disable SignUp

Hello,We need to run a private help desk, where only our clients can enter.Is it possible to disable Sign Up or moderate new users?Thanks!

6095
N
Community Debut
E
Apprentice
ewillisApprentice
posted in Archives - Freshdesk
Dashboard and Ticket errors

Has anyone else seen errors when trying to log into the Freshdesk agent portal? Two of my team members are getting non-descript errors such as "Uh oh something went wrong" when trying to log into the dashboard. Occasionally they are able to log in but then when they try to respond to a ticket they get a message pops up in the top right of the ticket saying "something went wrong. Please try again later". This has been happening continually between 13th and 15th May. Freshdesk dev team are looking into it but has not yet been fixed. Has anyone on the community had any luck getting around these errors?

1801
N
Community Debut
C
Apprentice
christinejoyednalaguimApprentice
posted in Archives - Freshdesk
Create Another account for other department in freshdesk

Hi,What I want is, I need to roll out my helpdesk to another department. I have now my IT helpdesk but I also need the other department to have and connect with mine.Is it possible to create another accounts for them under my URL or accounts?Thanks.7490559:2

921
suprabha.somanathan
Community Debut
J
Apprentice
jaanderApprentice
posted in Archives - Freshdesk
Clear/reset test data from new account

Is there an easy way to clear out all the example tickets, contacts, and other stuff created with a new account?  We have decided on a plan and we're ready to use it for real data.

15957
suprabha.somanathan
Community Debut
M
Apprentice
mauricio_ortApprentice
posted in Archives - Freshdesk
Login error in Android App

I've just installed the Freshdesk App in an Android cell and I a receive an Error message when I try to login. The message does not specifies anything else. I am attaching the screenshot.The domain, username and password are correct; I tried in an other Android cell and they worked fine.

862
suprabha.somanathan
Community Debut
P
Apprentice
philaltimasApprentice
posted in Archives - Freshdesk
user approval

i would like my users to register but not be able to do anything until i approve them is this possible ?

1551
suprabha.somanathan
Community Debut
W
Apprentice
wendell.cuarentaiiiApprentice
posted in Archives - Freshdesk
DKIM Settings - getting the CNAME records

I am configuring my DKIM settings and I would like to ask,Who  will give me the CNAME entries that would have to be added on my DNS, is it freshdesk or do i need to create them from somewhere , manually?if it's the latter, where do i get them?I'm already done setting up my email settings (support email etc.)Thanks.

1221
hemanth.ramya
Community Manager
S
Apprentice
signmakermanApprentice
posted in Archives - Freshdesk
Turn OFF Customer Survey

 In the Sprout plan, is is possible to turn OFF the customer survey?  Thank you for answering.

1211
hemanth.ramya
Community Manager
T
Apprentice
techdirectorApprentice
posted in Archives - Freshdesk
Activation email

i was sent the email after registering using G suite. however, it says to click the url to activate my account,,, and there is no url? anyone else have this issue?

711
hemanth.ramya
Community Manager
A
Apprentice
alanjacobmathewApprentice
posted in Archives - Freshdesk
Custom Domain Issue

Hi,I have set the my custom domain(support.trackntack.com) point to trackntack.freshdesk.comBut some issue seems to exist as I click on my support domain it redirects to a page that doesn't exist

951
V
Community Debut
R
Apprentice
ramiroApprentice
posted in Archives - Freshdesk
How to disable ticketing?

Hi,I'm using Freshdesk just for the Knowledge Base feature but I don't want users to submit tickets. How can I disable that option?Thank you.

8774
V
Community Debut
M
Apprentice
mpatoleApprentice
posted in Archives - Freshdesk
SLA policy set hours

Hi,when we try to set the SLAs we still get an error. As soon as we enter the values and click away, the values disappear and give us the error (see below).

311
V
Community Debut
B
Contributor
ben.rollmanContributor
posted in Archives - Freshdesk
Settings for Agents Using Only Email

I'm trying to set up our responses and alerts in a specific way and I'm wondering if anyone else in the community has this set-up.  We're a small shop and there's a lot of coverage overlap.  We also are used to using Footprints and responding to tickets primarily via email.FD now sends multiple alerts to agents and requesters for every update or comment or change or reply.  I'm trying to simplify the flow without losing important communication.  The biggest issue is that there's confusion between emails sent out that are alerts, or informational ABOUT the ticket, but not having anything to do with the actual communication between user and agent.  I want to limit that, and I thought I had.  But if I can't limit it, I want it to be "named" the same thing.  If a ticket is updated because its status changes, I don't want a new email to go out with the subject "Status Change: Ticket Title" because that creates a new email thread.  Then agents complain they get too many emails.  They want to

651
hemanth.ramya
Community Manager

Badge winners

  • Wizard of Creative Thinking (5)
    ashep5654941has earned the badge Wizard of Creative Thinking (5)
  • Wizard of Creative Thinking (5)
    Norm Ghas earned the badge Wizard of Creative Thinking (5)
  • Wizard of Creative Thinking (5)
    Dan Udellhas earned the badge Wizard of Creative Thinking (5)
  • Wizard of Creative Thinking (10)
    Ukolluruhas earned the badge Wizard of Creative Thinking (10)
  • Lightning (Mc)Learner
    KateHhas earned the badge Lightning (Mc)Learner
Show all badges
Terms of Use