Archives - Freshdesk

We forward our helpdesk mail adress from our email server to freshdesk, and some very specific customers don’t get a ticket created when this happens, its maybe 2 or 3 customers in total that we know of. We can follow their emails from our mailserver to being forwarded to freshdesk. But then no ticket in freshdesk, even after the customer repeatedly sent emails over the same day, and put a specific agents email in CC. They are not in spam, we allow any email to create a ticket, they used to be able to make tickets but at some point this stopped. By far most emails seem to be turned into a ticket so its a bit weird. How would we go about debugging this? Is there a log of all incoming emails to freshdesk?

Hello, could you please remove the scrollbar from the table view (mint; s. attached screenshot)? My monitor resolution: 1920x1200 Cheers, Sergej

Hi, I have verified quite a few emails recently for different email addresses for inbound emails to the help desk. These have all worked flawlessly. However, I have one email address that doesnt want to verify! It seems the actual verification email is not being delivered to the mailbox. I have tested the email box and it is receiving emails fine from other sources. Thanks

Hi there: Some of our clients when sending the satisfaction survey have not reported that they receive an error message like the one attached in the image, we reviewed the survey and we do not see any problem that can be seen at first. I would appreciate any help you can give us.

Hello, I'm trying to edit a dependent field, but when I save this message appear, this only happen if I edit the content.

Hi! My account cashuback.freshdesk.com has been temporarily blocked. Can you help, please?

When I navigate to "tickets", the memory usage of that tab (as shown in Activity Monitor) jumps from ~250 MB to ~1000 MB. The page is also very slow to load and sluggish to use. PS No need to suggest to use other browsers.

We want to setup DKIM but it tells us the assistance email is not setup for personalised domain. We already have a general assistance email with our enterprise domain. If i click on Create link, i am transfert to page https://cqsb.freshdesk.com/a/notfound What can i do to solve the problem and be able to configure DKIM for our domain? Thanks.

Please help to bulk delete the Russian spam email in our account

How can increase the limit of tickets shown? Currently it paginates at about 30 but I want 100 or 250 so I can clean up a lot of tickets and not waste time in such small batches.

Hi, we have customers sending their request to our support email on Freshdesk and the tickets have not been created. It is very strange some tickets get through while some never got created in our system. Can someone help with this? Now we're very worried about missing customer requests.

Hello, We are trying to only use the knowledge base. However, it seems like when people rate articles not helpful, it opens a new ticket. Question 1, any way to disable that? Question 2, if not, how do I setup email notifications so that my team is able to respond? I've followed instructions here but for some reason not getting any email notifications. Thanks, Robin

No longer able to upload photos to agents profiles, looks fine but when you click save nothing happens.

Hi. My account was blocked before I could pick a url. Please unblock.

Hello Everyone, Im having this issue recently trying to recreate one of our agents account, that was a long time off. I've already reactivated his early email account, so he has access using the same account information. There wasn't a way for me to create a fresh new account since his email address was already on the system, so I proceeded to send him a reset password link. The only problem is that whenever he tries to reset the password, the link is taking him to login into the portal showing something like "you must login to access this page" The link received is something like this: http://XXX.freshdesk.com/password_resets/b9wvdzBfnko67eO6hdIv/edit I tested the link logged with my account, but it doesnt reach to any page but my freshdesk dashboard. Can you help me with this issue? Thanks!

Hi, i'm tryin to access my account for https://geoactio.freshdesk.com/ but it says that my account is blocked. Could you help me?

I am trying to access my portal timesolution.freshdesk.com and this message appears to me Your account has been temporarily blocked. Please what should I do to fix it

Is there a need to train it? The results I'm getting are very much hit and (mostly) miss - just had a customer responding simply with "Thanks!". According to the activities log, Freddy didn't even run a check. It did so previously on the same ticket, and did not detect a Thank you note. Also: Is there a list view or something that shows all the Tickets that are still Closed or Resolved but Freddy didn't re-open because it did detected a Thank you note? Ie, how do I check for false positives?

Hi, When large browser window while using the table view, it automatically adds spacing on the left and right. This causes the table to end up smaller! This is highly annoying, especially as I can't adjust the size or order of each column. Another issue is that, when hovering over the status, the row gets slightly larger until filter gets refreshed.

Hi All, when I access the Freshdesk Dashboard, the pages does not information, it stays white. If I access it with a VPN active, giving me an IP from another country, it loads perfectly. Why is this, can someone help? Kind regards Francisco

I see a really inconsistent transfer of canned response text formatting to reply emails. In all cases, the canned response has formatted text that includes ordered lists and sometimes bolded text. I usually have a second tab open where I find the canned response, then select its text and copy and paste it to the reply email. I use the windows right menu copy and paste. When the text is pasted into the reply email, the formatting is often lost. Sometimes all the bolded text becomes plain text. Sometimes the paragraphs run together, like line feeds are lost. I have manually reformatted the text in the canned response to be sure it is right and sometimes this helps but often it does not. What gives?

I am trying to create a Freshdesk ticket within the support portal of Freshdesk, regarding an issue with ticket creation. I accidentally entered the wrong email address into Freddy the chat bot, now he keeps creating tickets to an email address that I can't activate. How do I create a ticket in my own account? I'm logged into Freshdesk, I am on the tickets tab, but there isn't a "Create Ticket" anywhere. I have "connected" with an agent in Freddy, but the only response I've received in the last 90 minutes is "thanks for connecting with me". I tried breaking the connecting and starting again, but it just connects me to the same agent that doesn't respond to anything I ask. I would like to just create a ticket about my original issue, then go back to my normal day job, until Freshdesk has a chance to help me as this has already been almost 2 hours of my day and I have nothing at all to show for it. Anyone know how to reset the password stored in Freddy the chatbot?

I am using the new help widget. I am searching for an exact help desk article by title in the help widget and not getting any proper results. For example, I search "media" and do not get a single article with media in the title, nor any articles with media as a tag. You can see this here in a screen capture: https://cl.ly/881512e05419 Why would this be?

For a helpdesk platform, this helpdesk in itself, is absolutely the worst experience imaginable. I have been using freshdesk from the early days when it was clean and simple. Things are getting worse, not better. As far as I can see, all freshdesk is doing is finding ways to milk customers for ridiculous features that should be in the paid package. For a couple of years now, things have been getting systematically worse. its not what I signed up for anymore, and I wish they would stop reducing features, adding garbage, and breaking stuff. Right now, my response emails have now stopped working. If this can't get resolved, i guess this is the final straw and its time to move on. What a frustrating waste of my time this has all been. I would not currently recommend freshdesk to anyone.

since a few days the emails for my ticket responses are bouncing. This kinda makes the helpdesk pointless, as I don't think customers are getting my responses anymore. it has worked reliably for years. Nothing has changed here. cinemaplugins is my account.