Question

Freshdesk

  • 22 September 2021
  • 8 replies
  • 44 views

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Hi,

I would like to know why everytime i try reply button on a ticket, nothing is sent to client.

DKIM already configured and checked

*sorry if sub on forum isn’t correct


8 replies

Userlevel 4
Badge +11

Hello @rituzen, good day! We can definitely check if there are any issues with outgoing emails for your account. Can you respond back to the message we’ve sent you? 

Userlevel 4
Badge +11

Thanks for sharing the URL, @rituzen. It looks like the outging emails were blocked. Can you check now if everything’s working fine?

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@Keer Thank you for ur help, to inform everything is working now

 

Btw is it possible to set a rule, like, when we select ticket as solved, only after 24h without any notice from client,change to closed?

Userlevel 4
Badge +8

That’s great news, @rituzen.

Regarding your requirement with automation, are you trying to automatically set the ticket status to resolved/closed if customers have not responded back on the tickets? If so, you can set up a time trigger automation rule (Admin > Automation) like below to suffice your requirements.

 

Time trigger automation -  ‘Waiting on user’ is a custom ticket status

In case of any further questions, feel free to drop a note here and we would be happy to help! 

 

Cheers,

Freshworks Community Team

 

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@hemanth.ramya thank you for you help

 

I’m really sorry about bothering again, there is any way to adjust the space between each sentence? Everytime we sent email through freshdesk it goes out like image 1, and we would like to set as image 2.

 

Userlevel 4
Badge +8

No worries, we are here to help, @rituzen. :)

You can remove the extra spacing in your agent signature configurations. And you can also make use of apps like Signature management/Signature management plus (Admin > Apps) to suffice your requirements. Articles for help:

 

Cheers,

Freshworks Community Team

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@hemanth.ramya 

Sorry about time, we looked for ur solution, but yet our app doesn’t have any payed plan, so we dont have options as you mention above.

We changed the signture by hand, thank you.

 

Althought, we facing the problem of having 2 different people from same cliente (with same email), and when we try add them application inform mail already used. We can’t use same mail for 2 differente people?

Userlevel 4
Badge +8

No worries, @rituzen. :)

The suggested apps like Signature management/Signature management plus are free to use and you would not be charged additionally. However, you should be in the right plan to install the applications and make use of it. 

Although, we facing the problem of having 2 different people from same cliente (with same email), and when we try add them application inform mail already used. We can’t use same mail for 2 differente people? → Ideally every user (contact) in your helpdesk would need to have a unique email address associated and hence, multiple users cannot have the same email address used. 

 

Cheers,

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