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Freshdesk

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  • 4,117 Topics
  • 10,820 Replies

4117 Topics

N
Apprentice
niclas lindblomApprentice
asked in Freshdesk

Normal response time from Freshworks

HI all, I have a support issue that Freshworks has not touched in 11 days.I also started a new support issue asking about the first one, four days ago. This ticket was closed by Freshdesk. My question to you: Is this the normal time I need to wait to have an answer to a question regarding this product? What response time do you normally see? 

1
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Community Debut
2 years ago
arvinv
Apprentice
arvinvApprentice
asked in Freshdesk

Getting {"code":"internal_error","message":"We're sorry, but something went wrong."} when answering the CSAT

Hello community We are testing out our CSAT survey and after answering the CSAT survey questionnaire in email we are getting redirected to a page which has “{"code":"internal_error","message":"We're sorry, but something went wrong."}”.  We went to the portal and tried to configure the “Thank you” page however I don’t see that as one of the listed portal pages nor does it give an option to create a new Thank you page.  Any suggestions? Thanks Arvin

1
Keer
Community Debut
2 years ago
S
Apprentice
spasiukApprentice
posted in Freshdesk

Trouble with email configuration

Hi guys, i cannot configure the main support email from the account, it appears to be blocking freshdesk ip or something like that.I already added the SPF record in the DNS zone but i have no luck with that.Is there anywhere where I can see with IP uses freshdesk to whitelist them?Thanks

1
Keer
Community Debut
2 years ago
I
Apprentice
info_20531Apprentice
posted in Freshdesk

Message bounced - Temporary error.

Hi,I see other people have had this issue in the past but can't see any actual solutions.Starting today we can't send e-mail to a specfic domain which has worked flawlessly in the past.Unsure how to proceed for here (other than using another e-mail/client to contact the domain).Looking forward to a solution

1
Keer
Community Debut
2 years ago
L
Apprentice
luke_20924Apprentice
posted in Freshdesk

Images not loading from customers

We are being delayed in our responses to customer as their screenshots are not loading in our instance.

1
Keer
Community Debut
2 years ago
T
Apprentice
tlentineApprentice
posted in Freshdesk

Images in Inbound Emails are not displayed

We recently (past few days) have seen that images included or attached to inbound emails are not being displayed. If I open the developer console in my browser I see quite a few errors being logged, including: GET cid:image002.jpg@01D659C4.EDB39640 net::ERR_UNKNOWN_URL_SCHEMEIs this a known issue (if so, what's the workaround), or is it something new?

1
Keer
Community Debut
2 years ago
G
Apprentice
gschizasApprentice
posted in Freshdesk

unable to reset agent password

Hello,I am trying to reset the password of one of our agents with no luck...no email arrives if we use the forgot password feature and we cannot find password reset option from agent options..Can you please help?The agent email is mkinopoulos@metadrasi.orgThanks!

1
A
Community Debut
2 years ago
N
Apprentice
nswainApprentice
posted in Freshdesk

Email notifications Requester New Ticket Created

Hi there - we have three email addresses for customers to reach us at. Depending on which address they're writing to will determine why they're contacting us and we'd like to customize the response that we auto-send them upon creation of their ticket, based on the address. As far as I can tell, we can only configure one global message/response for ticket creation for requesters. Is there any possibility we can configure this for each of our Global support emails?

5
A
Community Debut
2 years ago
R
Apprentice
raquelApprentice
posted in Freshdesk

redirect loop when trying to log in

I've been trying to log in for about 45 minutes and all I get is a loop. Please help

1
A
Community Debut
2 years ago
J
Apprentice
juusoApprentice
posted in Freshdesk

URGENT ! Suspended account

My admin account, and my colleagues account also, is suspended !Can not login, and not a clue what is happening !Please help asap !/juuso

3
A
Community Debut
2 years ago
S
Contributor
stu.wilsonContributor
posted in Freshdesk

Random Responses to Default Survey

Something appears to be happening for one particular customer, when I resolve their tickets I get an immediate and random response to the Default SurveyOn this ticket, I got 3 all different.  Speaking to the client she wasn't even in work at the time, so my best guess is an auto-reply to the survey response emailToday i've received 4, again all random.Can we find out what the issue is?

12
A
Community Debut
2 years ago
S
Apprentice
scastilloApprentice
posted in Freshdesk

CANNOT CREATE SUPPORT TICKETS - ERROR 403 - YOU ARE NOT AUTHORIZED TO ACCESS PORTAL

Hello there. We are experiencing an issue where no one can seem to make a support ticket — "Error 403: You are not authorized to access portal" occurs. When researching the issue I found the following article:https://support.freshdesk.com/support/solutions/articles/225303-my-customers-are-getting-the-error-you-are-not-authorized-to-access-portal-how-can-i-fix-this- But this can't be the fix. We have had thousands of users create tickets no problem until now using whatever email address they are signed up to our site with or otherwise. I have tried signing up with multiple different email addresses in both regular and secret sessions, clearing my cache completely etc, and other people have also tried; we are all in different locations. We all receive the same error. Is Freshdesk bugged or is there an issue with our portal? We would appreciate any and all help as currently, our customers are completely unable to raise tickets using our portal.

1
A
Community Debut
2 years ago
S
Apprentice
servlasabApprentice
posted in Freshdesk

403 error to create ticket

  Dear Team,It is impossible to create ticket from the customer portal.Users are returned a 403 error.Could you help ?https://itteh24.freshdesk.comThank you

3
A
Community Debut
2 years ago
D
Apprentice
damir.pecnikApprentice
posted in Freshdesk

Reply to topic

Can anyone tell me if they can replay to topics in forums?

2
A
Community Debut
2 years ago
J
Apprentice
jsayApprentice
posted in Freshdesk

Customer ticket form

Hello,how can i customize the ticket form my customer use to raise a ticket?

1
A
Community Debut
2 years ago
H
Apprentice
hmayfieldApprentice
posted in Freshdesk

Attachments related to a ticket

If I am working a ticket and receive an attachment via email (separate from when the ticket was initially created) that is helpful for resolving the ticket is it possible to somehow link the attachment to the ticket?

2
A
Community Debut
2 years ago
M
Contributor
marioContributor
posted in Freshdesk

Unassigned Link in Dashboard

When you click the number over the word "Unassigned" it displays the wrong tickets, as it not only display all those which are unassigned, but it displays open, closed and resolved. For example: if the number is "2" when I click I see 10 tickets.

1
A
Community Debut
2 years ago
J
Contributor
jasmine.hannukainenContributor
posted in Freshdesk

Using backspace to modify new email's description sends you to a previous page

Hi,I've been experiencing this for a while now, but today it happened so many times I finally got really frustrated with this.I created a new email and typed a whole lot of content to the description. During this, I had used backspace several times and it worked normally, deleting the word or space I wanted. However, after finally getting to the ending part, I tried to modify my signature with backspace and the whole page disappeared, leaving me on the page I was before starting the new email!Now, since Freshdesk doesn't save unsent new emails, I had to type the whole thing all over again. The exact same thing happened, and I had to open the new email editing view for the third time and start anew. This time, I edited the signature before typing the whole message again, just to be safe. Everything worked regularly, so I went ahead and typed in the message again. In my message, I used a bulletpoint listing slightly before the signature. Now, I wanted to add a short greeting after the bu

1
A
Community Debut
2 years ago
B
Apprentice
bclarksonApprentice
posted in Freshdesk

We are sorry you are restricted from accessing the helpdesk page

Some of my users are seeing the following issue:Would appreciate some assistance.

6
A
Community Debut
2 years ago
D
Apprentice
dario.soffiatiApprentice
posted in Freshdesk

Invalid API key was given

On every ticket's action I receive the following message:"Invalid API key was given..."Please see attached file.Does anyone ever had the same error?Thank you and best regardsDario

1
Keer
Community Debut
2 years ago
S
Apprentice
support_15055Apprentice
posted in Freshdesk

How can i viewe sent emails

Hi How can i view sent emails?

5
A
Community Debut
2 years ago
D
Apprentice
diego_20555Apprentice
posted in Freshdesk

Automatic reply to Knowledge Base/FAQ based on keywords

Straight to the point.Example > Customer sends an email with description:"Hi, I'm not able to login into my account"An automatic reply will send them an email with a link to our KB/FAQ based on keywords used in that email (in bold)"Hi, it looks like you are having problem to login into your account.Please check the following article in our KB/FAQ to save time and avoid waiting too much time KB > how to reset your passwordKB > how to setup a new passwordKB > why I can't access to my account"Is there an app in the Marketplace or anything in Freshdesk that can do something like this?Thanks for your help. 

1
A
Community Debut
2 years ago
S
Apprentice
scastilloApprentice
posted in Freshdesk

403 Forbidden

Hi Our client facing this issue when they submit ticket, please help.

1
A
Community Debut
2 years ago
B
Apprentice
brettcaleApprentice
posted in Freshdesk

Edit next response time

Is there a way to edit the Next Response Due field?  As a manager I want to use this as a way to tell when tickets need action.  But sometimes there is a valid reason a CSR wouldn't need to respond yet (like it is still an issue, but you just talked on phone with them about it).  As the manager I'd like to be able to extend the Next Response time to when I think they should follow up given the situation.  I cannot figure out how to make it editable.  Any ideas or another way to track when things need to be responded to, but have a way to "override it" in certain situations.

1
N
Community Debut
2 years ago
W
Apprentice
wesley_21167Apprentice
posted in Freshdesk

ERRO 403 Forbidden - abrir chamado

We are sorry. You have been restricted from accessing this helpdesk page.https://novisistemas.freshdesk.com/support/ticketsAlguma solução para isso ?

3
N
Community Debut
2 years ago

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