Archives - Freshdesk

Hi,We offer a SaaS solution and have different customers that we help via Freshdesk. For every customer we keep a list of their authorized contact persons, so that we will only pick up tickets that are coming from authorized persons. These persons often send an email, which will be converted to a ticket.1. Is it possible in the ticket list or when viewing a ticket to display an widget/iframe/piece of information that can let us know if the person is autothorized?2. Is it possible that if the person is not authorized, that the automated reply will be send and the ticket will be closed?We are looking for a way that makes it possible that we will only help contact persons of customers that are allowed to use support.Thanks.Nick

Is there a way to limit what articles are found by external search engines, such as Google, so that those that are not clients cannot access the articles. We have discovered, due to some of the article topics, that a lot of the people using our knowledge base are not clients but have found articles on our knowledge base about other applications ( Google ) and questioning us on things for Google and not going to google. Some have gone through our chat and have gotten quick nasty sometimes.

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

I have an question regarding the email of freshdesk.  Previously we was using an email address then we changed it to new one as our company rebranded to new name.  So I would like to know if we update to the new one, what are the things we need to consider and is there any impacts will be later on?  Does the emails could be sent as usual to costumers?  Need your help in this matter 

Hi,I am not receiving notifications for new/changes tickets in Freshdesk. My colleague is receiving them, however. There have been no changes made. Could someone help?ThanksMax

Hi team, Is there a possibility to prevent agents from changing their own profile settings? I want to use the same format of agent names for my support team but they all keep changing their names. Is there an integration that could prevent them from changing these settings? Kind regards, Robert

HelloWhen a mail is sent to our service mailbox (polled by Freshdesk), ticket is not createdMultiple tries at various intervals and same status.How could it be possible?Thanks in advance for your attention.Best regards,

Hello,Reports on ticket data can help you with insights on how well your team is performing. Building a great customer support team goes beyond just reporting. How would you ensure that your team is customer-focused, empathetic and good understanding about your product?At Freshdesk, we do weekly conversation reviews where we pick a sample set of tickets based on a few criteria (CSAT, number of conversations, etc.). This has immensely helped in identifying training needs, fixing documentation issues while making sure the team is motivated to constantly improvise the way they handle tickets.How do you do the conversation reviews for your team? Start sharing your recipes with the community :)Cheers!

Good day!There are agents on my account who did not activate their account using the link from the email.Q: will payment for such users be included in my bill?

Hi, I am trying to pre-populate the user First and Last Name in the forms. Is there a way to do that like it works for the email? 

Hello, We are trying to add a second portal to our freshdesk account. However, we are not sure how to configure the SSL certificate for it at this time. When I select the Security settings in Freshdesk, it only allows us to change it for the first portal, not the second one we created. Any thoughts? 

I now keep getting an error message:QuotaExceededError: The quota has been exceeded.I assume there is a problem with Freshdesk, but does anyone have any idea what this message means. I am aware that various error messages in Freshdesk are quite cryptic, and this is one of them.

Hi,I am still configuring my "sprout" test environment to evaluate this product.  All is going well.  I have set email on our own domain name to forward to the freshdesk email address and this works and creates tickets.But nothing goes out from freshdesk.  No acknowledgement of raising a ticket.  No emails sent from the platform, no updates. Nothing.The only thing I think may be relevant is the verify button next to the email address.  I have clicked this and it says it has sent a verification email but it doesn't come through.  I have already raised it with our antivspam vendor, they say they have blocked nothing to the address and have no logs of anything letting to them for it.I'm stuck.Cheers in advance.

Hi, I have a question about registering on our portal.We wo

The screen locks and does not allow any sign in page when using chrome.

Hello,is it possible when an agent reply to a ticket by email , to send the reply to all agent in the select group.thank you

HiI would like to change my portal url from: https://m2corp.freshdesk.com/ to https://terravista.freshdesk.com/. How can I do that?Thank you.

I'm trying to remove "Edit Profile" for users, any idea on how to do that? 

Hello,How can I open a ticket to FreshDesk support in order to change my support portal URL?Cheers 

Hello:I would like to know how to delete a tag created by mistake. The topic I found was from 2012 and by then there was no a suitable answer.Thank you very much for your support.

It won’t show the profile picture I changed it to (on here).

Hi,Is there a way where we can show the support portal in Arabic for our partners who are more comfortable with Arabic as opposed to english?

to freshdesk users...has anyone had experience with integrating Survicate with freshdesk? Specifically, copying the HTML code from Survicate into a Freshdesk template?

I can edit the Agent reply template under email notifications but cannot enable it.  Any ideas?

The new "discuss" panel is nice if your organization doesn't have another internal communication applications such as Slack. However, it is rather annoying if you don't use it. Every time I go to highlight words in the requests to copy, I get the annoying "discuss" popup and it interferes with the contextual ( right-click ) menu in the browser. It would be good to have a way to turn this "feature" off.