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Hi There,We use Freshdesk for our customer service. We have multiple g-suite (google) mail adresses which we use in Freshdesk. They are verified and we use our own gmail server. Also DKIM is configured and verified.When we sent an e-mail from freshdesk to a hotmail acccount it is marked as spamm. When we sent directly from gmail they are delivered fine. What can we do to solve this?
Tinkering with the systemWhen I email from my own domain, the sender doesn't get setup as a contact, but shows as an Agent. I tested from my Gmail account and I was setup as a contactIs that because it knows who I am individually or because of my Domain?I'd like to have any employee who emails the Help Desk to come in as a contact. I'll setup Agents seperately
A few days ago, the auto-refresh function on the Tickets tab ceased appearing whenever a new ticket was submitted or changes were made to existing tickets.Now, we don't see the auto-refresh button anymore, which has made it difficult to check if we have received new tickets without manually refreshing every so often.We still get auto-refresh on individual tickets for new replies. But not for new tickets on Tickets tab.Does anyone have any insight on this issue?
As a manager I can't find a way to edit the Next Response Due field. I am able to change the Resolution Due field, but not Next Response, First Response, etc. I'm trying to use that to know when action needs to be taken, but there are occasions when I talk to the agent and there is a valid reason to not respond yet (they talked to them on the phone, it is a long term project, etc.). These show up as false positives when I'm trying to look for ones that truly need to be responded to. Is there a way I can edit/override the next response due when it is appropriate and I don't think a response should be due in the normal time frame? I'd actually like to tighten up our response time, but trying to remember which ones I already know don't need a response will just get even worse if I tighten up the given response times. If it is a permission I can't find where to allow myself to do this, but not the CSRs.
Freshdesk will not answer my support questions. WHY?I have posted twice since Friday and not a word. I have yet to see the Moderators post my questions. WHY?Being that we are trying to do an honest evaluation and can't get answers is very disturbing right now.Buddy
This is the second time I am posting this issue. I originally posted yesterday and when I had not seen a response I started doing more digging and my posting is no where to be seen.We are trying to evaluate Freshdesk and it would be nice to get some questions answered . Hopefully, you will get this forum fixed to not drop new submissions.The problem that we are having is that a single record from our system was being imported into the Contacts. The fields that we were using was matched up to yours.The import button was pressed and by all accounts it appeared to work. No email ever came and this same test was attempted two more times.Upon going into the Contacts area this afternoon I only see one contact that I created manually. I don't see the record that was being imported. AND I am seeing the test contacts that I assume Freshdesk loaded being slowly added back. I do not want that test data. I want our data so that we can continue our evaluation.Please respond.Buddy
We are a new customer and I am trying to import a test csv file with a single customer before I attempt to import our entire file. I matched up the fields that applied and started the import.It appeared to work but no contacts show up and I never got an email stating it failed or a success. I made two attempts and it resulted the same way. No records and no email.I did delete all of the test contacts but when I logged in this morning it appears that two test contacts reappeared.It's hard to test when there is no verification process after the import AND test data returns from the trash after a delete.Please adviseThanksBuddy
I have mail forwarded from my Zoho.com email account to my freshdesk to create my support tickets.Just this morning, emails are no longer being accepted by Freshdesk from Zoho:Technical details of the failure:Your IP Address 126.96.36.199 is blacklisted for spamming.Zoho's IP address 188.8.131.52 is not currently listed on any blacklists:https://mxtoolbox.com/SuperTool.aspx?action=blacklist:%20184.108.40.206&newAppVersion=1Can Freshdesk please remove the above IP from their blacklist so my tickets can come through again? TIA.
Due to the thousands of tickets generated by emails send by fake russian accounts I ended up with 7000+ tickets and 70000+ fake contactsI would like to disable "ticket creation by email" but your company does not offer the feature and then you do not protect us against spam...So can you please tell me how can I delete all contacts that have no company attached to them? If you cannot tell me how to do it, can you please enable a search feature for contacts in order to filter and delete all the 70000+ contacts at once because there is no way I can do that erasing one contact at the time.I'm kind of fed up using your tool and might look to migrate away if this is not resolveThank you.
How can I upgrade my Sprout account to allow more then 3 Agents? I am grandfathered into the old account. I've opened a ticket last week (#5727519); just no response yet. SamBelow attachments:1- picture shows I am on Sprout2- picture shows I can't make more than 3 Agents
Hi, We have multiple groups on our FreshDesk and most of them send emails address where the “from” field has the agents name but there are two groups that need to have it sent with the Groups name instead of the agents name. eg.: “HR” or “Clinical Team” Is there a way to change this setting on a group level? The only setting I’ve found is global for all groups. Thanks in advance!
Looking at the freshdesk.conversation table I'm trying to figure out the best way to distinguish between phone calls, emails and text messages. There's a field in the table called 'source' that has numerical values but I'm not too sure what those values map to, or if thats the right field i should even be looking at.Does anyone know how can i tell whether a row in the conversations table is either an email, phone call or text?
Until last Friday, my in-app notifications were working perfectly. Today, however, it stopped working. It just indicates "No new notifications":I checked and there are new activities that should be shown in my notifications list (new tickets, for example). And if I click "Show more", nothing happens.Did anyone else also start facing this issue?Thanks!Andre Alves de Lima
We are using the Requester Notification feature to send a "We received your ticket" automated reply when a ticket is created. It sends an email to the client.If a client replies to that notification email, it does not create a ticket in Freshdesk or notify us the client replied - we've lost client replies because the client chose to reply to the Notification email that's in their inbox.How can this be fixed or worked around?
HiUsing the new Slack integration.Workflow:1. Customer sends e-mail to support e-mail2. Our support coordinator assigns Group.Expected behaviour: notification gets triggered to connected Slack channel.What really happens: no notification is sent. Notification to Slack is sent only when an agent replies to the customer from Freshdesk for the first time. From that moment onward everything works as expected.
Hi,The question is in the tittle. I'm fine with the free version right now. I don't mind if the clients see the message "[Name] powered by freshdesk". I would just like to change the name, because it mine right now which is a problem.Many thanks
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