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- 4,100 Topics
- 10,783 Replies
Emails go to spam if we use elementor form
Hey guys! We are using Elementor forms on our website and if someone writes to us via these forms and we reply to that message via freshdesk, the reply will land in the asker’s spam folder.If we do not reply via freshdesk, but directly from the e-mail address connected to freshdesk, the reply e-mail will not land in the asker’s spam folder.Has anyone experianced a similar problem? How can this be solved?
Duplicate tickets creation
I have a WordPress site with Gravity form integrated with fresh-desk. All the data are properly coming through the website to the Freshdesk portal but the issue is that whenever the user field one form it creates 2 tickets in the Freshdesk portal. Not sure why 2 tickets are created, it should be only one.
How can agents response to new tickets with email?
I want my agents to primarily interact with customers over email, but have issues when an agent responds to email notifications from FreshDesk.In my setup I have agents in a group, all new tickets get assigned to that group resulting in a “Ticket Assigned to Group” notification.When an agent responds to that notification, it appears a new ticket is created, rather than a response going to the requestor.Is an email driven workflow from the agent side possible? If so, are there any recommendations to achieve this?Thanks
Is there a way to disable all email notifications?
Freshdesk is unusable from a security standpoint unless I'm just missing something. There is no point in SSL if every reply to a ticket has the body of the message sent in clear text through email. I know you can customize emails to remove ticket comments, subject, etc but you cant seem to customize all the emails. Even with every email customized to remove this info I still get email notifications when I reply to tickets that include the full comment. Is there any way to work around this? I really love how freshdesk is laid out otherwise but this is a deal breaker.
Can't login and..
Hello, we activated the free plan tohttps://esculapio.freshdesk.com/support/home1) If I try to register as a new user through socials: Facebook returns me error, Twitter works but does not login me after returning page. If I try to register me with name and email, I have no activation email and in admin dashboard there is no my account in contact page.2) I tried to setup the portal with the tickets available also for not registered users: I start a new ticket but after confirmation I do not receive any email to check it then. Ticket appears only in admin dashboard (not in portal page if I logged as admin)Why there are so many issues in starting steps? Your product appears well done!
NOT WORKING: Use "Reply-to" email address to create requester contacts
The feature Use "Reply-to" email address to create requester contacts Is not working. We have it enabled for a long time and never had an issue, and now it is not using the "reply-to" email but just our support email where the emails come through a form.Please help to fix this.
FreshDesk is Listening... Backspace NOT Working Correctly
IF you were listening, you'd give us the OLD interface, you know, the one that isn't buggy and laggy as heck, back and tell us you won't be adding new features to it. THEN WE could decide WHEN we'd like to move to this new, MUCH MORE CONFUSING interface.Since you AREN'T listening, maybe you could fix a very basic issue where when you backspace to delete a word, it automatically deletes the space once you delete the last character, and now you're typing your word attached to the previous.Example: I type "...this is where hoswe" I press the backspace key to delete only the "hoswe" characters, and start typing and it does this: "...this is wherehoses come in".
Anyone having issues with FreshDesk's support?
We've just moved over to FreshDesk and have found their support is definitely lacking. For example, they said they'd import our tickets from Desk.com by Tuesday and after following them up the Friday, they finally got back to us.I've also got a simple API question that I have been waiting an answer for. I asked 2 weeks ago, followed up multiple times asking for a quick update and still nothing. How hard it is to send a quick email to tell the client they do not have an answer but are working on it?Very disappointed. The software is fantastic, but the support is lacking. I understand growing business struggle to keep up and I'm fine with that. But when you ignore emails for days or weeks, I think there is a problem.
Feedback widget chrome not working 307 Internal Redirect
Hello.I have put the popup feedback widget on our site, but in Chrome Version 69.0.3497.100 (Official Build) (64-bit) when i click on the button and it tries to load the content i get 307 Internal Redirect and it redirects to about:blank.https://companyname.freshdesk.com/widgets/feedback_widget/new?&widgetType=popup&formTitle=Help+%26+Support&submitTitle=Send+Feedback&submitThanks=Thank+you+for+your+feedback&captcha=yesI have tried this : https://s3.amazonaws.com/assets.freshdesk.com/widget/freshwidget.js and thishttp://assets.freshdesk.com/widget/freshwidget.js as well with and without ssl.
URL composition to directly search for a company based on name
Just wondering if anyone knows the syntax to search FreshDesk company contacts for those which match some name text?I found the following suggestion in a response from a number of years ago but it no longer works:https://yourcompany.freshdesk.com/search/customers?term=AravindThe context to my request is that I want to use an external system to provide a URL to quickly get to the relevant company record in FreshDesk. (Unfortunately Zapier / FD integration won't do I what I want in this case.)
Ticket Fields for Customers on Portal
HiWe have edited the ticket fields to match our requirements when customers submit a new ticket via the support portal. When first clicking n "New Support Ticket" all looks fine. The fields Name, Email, Subject and Description appear as expected (see first screenshot).However, when entering the details something weird happens. Once I enter an email, a new field appears, asking to enter your name (see second screenshot). Which is unexpected, and confusing, as you already entered your name in the first field.I also attached a third screenshot with the settings in the Freshdesk Admin panel.As a side note, I'm not sure why in the field Email, "Email" appears in grey within the textbox again, while in the other fields the textbox is empty. Do you know why this happens?ThanksJacov
Move Redactor to The Top
When there are a number of ticket interactions,it becomes inconvinient to scroll all the way down to work on the ticket. This Freshplug moves the redactor to the top of the ticket menu, so all that time that you spent, previously, scrolling down to the redactor is now yours to waste. Instructions1. Download the zip file.2. Unzip and open the .txt file3. Copy the code from the file4. Go to Admin->Integration->Freshplugs in you dashboard and click the new Freshplug button5. Give a Name and Description to this plug for future reference6. Select the text box “Show this widget in ticket view page”7. Copy the code from the .txt file here and click the button "create and enable"
Email response creating new ticket
When a customer sends us a support email it is actually sent to a distribution list which includes our freshdesk email and several other people. Often times one of the people on the distribution list will "reply to all" and send a response to everyone on the list, including freshdesk. As you can imagine this creates a new ticket for every response which is painful to maintain. Is there a way to identify certain people or domains that can be prevented from creating new tickets in Freshdesk? I would still like them to be able to respond / update a ticket by replying to the correct email.
Bulk Update on Agent in Time Log
Our team just recently used Freshdesk (since Oct 2018, now its Dec as of writing) and is still having some learning curves. We are fairly new to using this kind of tool as well, so apologies if the topic may seem basic.We are only use one account since we're still 2 in the team. We made a mistake in logging the time of our tickets. We missed the part of changing the agent when you add Log Time. So, when we extracted our Timesheet Summary Report, it only appeared that only one of us had tickets, when in fact we assigned the tickets accordingly to the either of the 2 of us.Is there a way to bulk update the agent tagged in the Time Log? I tried to go to the Ticket Dashboard, filter the Agent to that my teammate's, but I can't bulk update the detail (agent) in the Time Logged.I hope I'm making sense. If there's any work around for this, that would be lovely. Thank you, everyone!
Is the API documentation complete
I want to write a small app that polls for any open urgent tickets.The API shown here http://freshdesk.com/api/tickets/ shows methods for getting every ticket, and getting all tickets for a user by email.I was wondering if there was some options that aren't currently documented, such as by priority and/or by status.If not I can still just grab every ticket ever and scan through using XPath but that causes a bit more of a burden on bandwidth than I would like to avoid if possible.
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