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Hello,Today, one of my coworkers tried to login to our portal as an agent but he got this error message: "Sorry! You don’t have permission to access this portal".And the "You may have access to these portals" button only suggests the one and only portal we are trying to use...I was logged in and all was working fine. But when I tried to logout and re-login with my own account, I got the same behaviour...Both of us are administrators, and I also tried with the owner's account: same behaviour.Now we are "locked out" of our portal and can't work.Did something change to the login form? How can we get access to our portal back?
I have been receiving THOUSANDS of emails from what appears to be a Chinese address. I turned off whatever email notifications I could to stop them from being copied into my Outlook inbox, but would like to have these emails stopped, blocked and deleted ASAP so they discontinue coming into Freshdesk. Help!!
I've run into a new prroblem that I haven't seen before in the years I've been using Freshdesk. If a ticket comes in without a subject, it won't let me change its type or close it. For example, if I set type to "Tech Support", then click Update, I get an error "The subject field has been updated. Please choose a different value to proceed."I can go in and edit the subject, but I'd rather not have to. Emails without subjects come in surprisingly often.
Hello,I have seen a bug with inserting links that is different from the other one that I saw reported here.When I am answering a ticket and I select text to insert a link, if I use the [ctrl+k] shortcut instead of selecting the option, there are 2 issues:1. The insertion point is not in the insert link box, but rather it is still in the body of the email2. The word or phrase, with the link, jump to the bottom of the page, after the signature. The word is duplicated in its original location, but without a link.Inserting links is so smooth in articles, I would love for it to be here as well!I am using Chrome
I have several contacts that I've tried to 'hard delete' with no luck. I have one in particular that I had a problem with so tried to delete and then hard delete because I need to reuse his email. I've been able to hard delete other contacts using the front end, but this one seems to be a troubled record. I have tried using the API, I get no error result back, but the contact remains. I tried issuing an invalid contact ID and did get a response that the key was not found (the correct response). I have tried to restore this contact and I can get it back on my normal contacts list, but if I try to view or do anything at all with it I get a message "Contact inaccessible, being deleted.". I seem to have found a state of funk from which this contact cannot be pulled from. In the meantime, I need to get him registered as an Agent and I can't get that done.
We are having an issue where the automated emails notifying people that a new ticket has been created or they have been assigned to it are not being sent.Physically triggering a response email sends without issue, but the automation does not seem to reliably send out messages. This has been going on for a few days. What information do you need from me to help resolve this issue?
I am setting up SSO, so a customer who has created an account in our Magento store is able to login with these credentials. However, when a customer goes to the support portal and clicks on login, they are forwarded to an invalid address. The address that they are forwarded to is www.zappautomation.net/https:/index/index/login/sso/ but it should go to this address. http://www.zappautomation.net/freshdesk/sso/login This address in the freshdesk sso settings in the security tab, as you can see in this screenshot. http://prntscr.com/ghowmd I have also tried it with SSL and without SSL and the address is the same. This is a problem because if i log out, i am unable to log in again.
Building on the great plug created by Freshdesk which took you back to the ticket list after closing a ticket (https://support.freshdesk.com/support/discussions/topics/297069), I modified the code so you return back to the ticket list no matter what the ticket status is (not just 'Closed'). This does NOT redirect to the ticket view after Forward, Replies or Notes, but it DOES work if you are choosing any of the Reply + Resolve/Close/etc options.
Hi thereWe are testing Freshdesk (on a Sprout plan at the moment) and have implemented SSO from our website, having restricted the creation of tickets to logged in users only.All that works fine from a ticket creation point of view, however there is an issue with Freshchat.When a user - who is logged into Freshdesk via SSO (parameters include first name) - opens up a chat session with an agent; that user's name is not carried through to the conversation. The email address is, but not the first name.So the agent sees a random name like "Funny Juice" or "Rinsing Truck". I can understand these names are generated when a user is not logged in but these users are actually all logged in.What is curious - which makes me think this is actually a bug - is that if the user, who has signed in via SSO, then updates their profile in Freshdesk by simply clicking on Save (not changing any fields) - their first name then reflects for the agent in Freshchat.Any ideas on how to get the user name to ap
Hi could you please help me with this error message. I cannot find any reference to it elsewhere.‘Sending email’ failed due to “ app: e is undefined It appears as a pop-up and happens when I am trying to send a few Bcc emails (nearly 70) from FreshDesk. My guess is that there is a limit to the number one can bcc but I cannot find a refernce to that.The email addresses are pasted in and all seem to resolve OK. The last few are shaded red but deleting them makes no difference. Thank you.
I am using the Mint version of FreshDesk in a Firefox browser.I am not sure what has changed recently, but the shortcuts have suddenly become annoying. I am aware I can switch these of in the user profile, but then they automatically get turned back on again.If for instance I deselect Keyboard shortcuts (so it is grayed [greyed] out and then type a / b / c the shortcuts are switched on, I get pop-up windows etc.I noticed earlier (before switching them off) that typing an n in a reply was sufficient to open a new note. Most frustrating if I am not continually looking at the screen.So how can I switch them off, so I can forget about them?
Hello,I managed to update the status of a ticket through the examples I've found and it works perfect.The problem is that now I want to answer the ticket via API, so that the response is recorded and in turn the ticket is updated to closed state.The data sent are: $f_url_connection = "$f_url_dominio_freshdesk/helpdesk/tickets/$p_ticket_freshdesk.json"; $f_data = array( "helpdesk_ticket" => array( "description" => $p_email_txt, "description_html" => $p_email_html, "status" => 5 ) ); $f_json_body = json_encode($f_data, JSON_FORCE_OBJECT | JSON_PRETTY_PRINT); $f_header = "Content-type: application/json"; $f_connection = curl_init ($f_url_connection); curl_setopt($f_connection, CURLOPT_RETURNTRANSFER, true); curl_setopt($f_connection, CURLOPT_HTTPHEADER, $f_header); curl_setopt($f_connection, CURLOPT_
In the previous version of Freshdesk with Livechat and the phone system built into it you were able to set if you were available for calls or chats, this was done through the icons that were located at the top right side of the screen. Now in Mint, after integrating Freshcaller and Freshchat with Freshdesk Mint those controls have vanished and those options are not available in the icons that now show in the bottom left for those fetures. Are they located somewhere else now or does an agent have to log out of Freshchat and Freshcaller not to accept either?
Hello,My intention is to still use at the same time Single Sign on and Normal login:I want that freshdesk users will still continuing using the Normal login and at the same time I need SSO for user coming from an external website.I did in this way: Click on Admin -> Security Enable SSO and select Simple SSO Copy the Shared secret Disable SSO Now I used the shared secret into the external website in order to create the HMAC-MD5 hash.Everything works as well: users can login using the normal Freshdesk Login form, and SSO from the external web site works like a charm.My question is:Is this scenario supported ? Or should I expect some side effects / issue ?Please let me know,Thanks
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.
What about an API access to the counts of tickets in views? This would really be a great feature to display in KPI dashboards.This was an unofficial request by me half a year ago. And: the guys implemented it though I only sent some emails.And this is how they've done it:You can get the ticket count with the following api call:http://domain.freshdesk.com/helpdesk/tickets/summary.xml?view_name=allBut this count is not possible on Custom Views, but only default views.Supported views : all, open, overdue, due_today, on_hold, new, new_and_my_open, my_groups_open, my_overdueBTW, this is not a real-time count, there will be a delay of 5 Mins and this API call will have same 1000 API per hour limitWe use Basic Authentication with "username:password" combination or "apikey:X" combination, that has to be passed in the authorization header of the HTTP request to authenticate all our api calls.Refer:https://github.com/johnpaulh/mysamples#troubleshooteg: using curl:curl -u email:password -X GET ht
It appears that the length of time the Activation Link is valid on a new customer welcome email is about an hour. After this time, the link cannot be used activate a new customer. Can this timing be adjusted? Most of my customers are enrolled during phone support sessions and do not get to the activation email in the same day.
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