Read, learn, and solve about our Support Desk product.
- 4,106 Topics
- 10,796 Replies
Creating a ticket from a forwarded email?
I have read that it should be possible to create a ticket bij forwarding an e-mail. The ticket then is created with contact info of the original sender of the e-mail.I have seen that setting in config and it is on, but when I forward an e-mail the ticket is created on the forwarding e-mail and not on the originial sender of the e-mail.What should I do?
Keep on asking for email verification
Hai,I'm an admin for FreshDesk at my organization. Our email is supported by GSuite.At this moment, all agents including me keep on getting notification to verify our email (at the top of the portal) even though he have clicked the link given in the verification email.As admin, I cannot turn on the notification email menu Requesting your assistance on this.Thanks
Teamwork Desk and CSV Migration Help
We are trying to migrate from Teamwork Desk with much difficulty. We were told we could migrate tickets with CSV files. Teamwork exports tickets and customers with two different files. They also export .JSON files. We had them converted to CSV files but the migration team is telling us the files are not working. That they have a bunch of blanks. Teamwork Desk uses a customer ID that means nothing in Freshdesk so I would like to merge Teamwork's customer export with the tickets export to get the necessary email field for a FreshDesk migration. My team is doing little to assist me, just saying it doesn't work and then pushing me to pay $450 to use their data migration service. If this CSV import is part of the service, there should be a template example of a properly formatted CSV file that would work. This would help users tremendously. When I sent my team the CSV file the first time, they just said it did not work and tried to push me to spend $450 on their migration service. I k
using a 1440 monitor the "table view" does not fit the width of the screen
using a 1440 monitor the "table view" does not fit the width of the screenit has a fixed width and scroll bars at the bottom of the pageAbout 40% of my screen is gray with a border down each side I have to scroll to the bottom of the page to find the scroll bar to move left and right to see the columns.all columns should fit on my screen and the 40% of space down each side should be used Using Chrome and Opera
Hidden Ticket field "Product" in feedback widget/form
I have an embedded feedback widget on my sites and I would like to differentiate between them when I recieve the completed form. Can I set a predefined Product (if possible, hidden) in the code? I have seen the other open tickets in here but haven't found something useful yet. The new widget form which is in Beta supports different products but it doesn't support embedded forms. Isn't it possible to take some of this same code and implement it in the embedded form?Other ideas are welcomed.
problem logging in ono freshdesk using Safari - agent is logged out immediately.
Hi there. One agent ( Louk Blok) in my helpdesk ( unifitbv.freshdesk.com) has been using freshdesk without problems until now. Now he has this problem: When he logs in on his Mac, using Safari, he is logged out again after about 20 seconds. He then sees the public screen. None of the other agents has this issue. I have been looking into Safari, and Freshdesk, and it does not seem to be a known issue. Do you have any suggestions what this might be? Kinds regardsChristien Janson
Problems pasting in Edge - Clean/Keep ignored
Hi allThere have been past problems with Edge and I know everyone hates on Microsoft's browser but it's 2019 and we haz teh libraries - cross browser is NOT that hard.... -_-Can we please get the paste (in my case, from Office products) working in Edge?Some of my clients have locked down environments so can't install Chrome or Firefox even if they wanted to....To reproduce:* copy a table from Excel or a paragraph from Word* paste into a note on a ticket. The Keep/Clean dialog appears.* click either button - nothing happensThe lucky ones go to another browser to finish the job. The rest cry in their lattesI'm using Edge 44.18362.329.0with EdgeHTML 18.18362Thanks guys - keep up the good work :)
How to set up SSO without portal
All the Solutions I could find regarding SSO are for setting it up with the portal. I do not intend to use the portal. There is no "login URL" to forward them to. They are already logged in.I have placed the pop-up widget on my website for ONLY MY LOGGED IN USERS to see. As such, it is not necessary and even confusing to still ask for their email address when submitting a ticket, especially since the field title is "Requester" which makes no sense.And here's the bigger problem. Anyone can insert whatever email they want. I tested this by having different users submit tickets using my email address, which at best makes it a potential way to spam people and at worst, the person will not receive responses from our support because they mistyped their email address.I found two posts here in the community talking about the same thing. One of them gave no solution beyond "enable SSO and it should automatically get the email address" which is obviously not true. The other linked to a PHP scrip
What is the best way to prevent user replies to tickets from going into Gmail spam?
I have SPF configured and as far as I know my users aren't having my emails go into their spam much, but a lot of their replies go into my gmail spam. I've tried creating gmail filters to stop some emails from going into spam but that doesn't seem to be working. So what should my Freshdesk setup be to prevent this problem? Thanks.
Turn off "Ticket re-opened" notifications
When I respond to a requester on a ticket, I click "Send and set as Pending". When the customer responds, I get two emails: one notifying me that the customer has responded and another notifying me that the ticket has changed from "Pending" to "Open". How do I turn off the "Ticket re-opened" notification?
No reply button on some tickets in FreshDesk
Our company is a FreshDesk client for some time now.On certain tickets that I have created for my clients, the button "Reply" is unavaillable.Tickets have been created directly on our support portal, where I am loggued as an agent.I am, moreover, very surprised that FreshDesk has no... support for its clients ! Only forum and FAQs, really? They don't use their own solution?
Multiple FreshDesk accounts for the same company
I currently have a FreshDesk account for our IT helpdesk. We are thinking about implementing Freshdesk for our Customer Service department. Instead of using the same FreshDesk account, I'd prefer to set up a new account. The reason is that the IT helpdesk is for internal employees (so other employees are the contacts) whereas Customer Service will deal with external customers. There will be different ticket fields and the Customer Service account would sync with our CRM system to get the companies and contacts. For these reasons, I'd like to keep them separate. The main concern is that both accounts will have support emails with the same domain name (firstname.lastname@example.org and email@example.com). This all seems to work OK so far except that when I set up the DKIM for the second account, it says that the domain is already verified with another account. Is that OK or will I run into problems?Thanks,Joe
Hide create new ticket on freshdesk portal
Hi,Apologize for my englhish, i'm french.The problem we have is : We use a specific webpage we made for our users to create a new support ticket (linked to freshdesk api). We need our users to pass trough that specific page before opening a ticket. But some of them manage to use the freshdesk portal new ticket's link...I didn't find any options to hide this link.Do you have an idea ? Thanks to all
Hi,I am currently trialling Freshdesk, but if I decide to go ahead as a not for profit organisation we will be using Sprout. My concern is that the trial version might be giving me an unrealistic expectation of what the Sprout plan will deliver. Do you use Sprout? Did you do the trial first? Was the trial a realistic representation of the Sprout version?ThanksChristine
Problem using npm modules
Error authenticating SMTP server on Office365 from freshdesk
We are trying to setup the Freshdesk for us and are running into the issue shown below. We chose the garden offering. The Freshdesk configuration is not allowing setup using an external mailserver even though all information is entered correctly. Please let me know what we should do here. Chandra
Join the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.