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- 4,100 Topics
- 10,783 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
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.
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?
Double login page
HelloI have 4 portals I use across my schools I support.My original portal allows me to log in and go straight to the ticket page, recently my other three portals now force me to log in twice, once on the normal login page, then I'm redirected to log in again with the same account on the freskworks login page.Unfortunately this is also affected all my contacts who try to log in and raise a ticket.Is there a way to disable the second login page?thanks
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
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.
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
Bad formatting when replying to email
When I reply to a customer's email, the formatting in the reply box is very odd.The formatting is as follows:One blank lineCustomer nameThree blank linesTicket numberThree blank linesMy signatureSo whenever I reply to a ticket, I have to spend time erasing those extraneous lines. And for some reason, my signature is of a special text type, because I can't use my arrow keys to navigate above it. I have to use my mouse. I can arrow down, but not up.
Solutions - Checking for broken links when deleting and creating new solutions
ChallengeOur organisation's use of Freshdesk Solutions grows daily, and we find ourselves often deleting a single solution to replace it with multiple more detailed solution. This creates broken links in Solutions that referred to the original solution.QuestionHow do we keep track of which solutions are interdependent without maintaining a separate document that manually tracks these interdependencies when replacing old articles with multiple new articles?Example Use CaseSolution 1 used to provide the necessary information for my customer to resolve their query. Solution 1 is a common task for our customers, so it is linked to by three other solutions (Solutions 2, 3 and 4) When we add a new feature and Solution 1 needs to be split into two separate articles, we delete Solution 1 and create Solution 4 and Solution 5.I now have broken links in Solutions 2, 3 and 4 because I have deleted Solution 1. In our implementation of freshdesk there might be thirty five articles that linked to th
Agents aren't displaying in email lookups
I've generated a number of reports within Freshdesk and need to email them out to my manager (who is also an agent and a member of the Admin group, same as me) however I can't get his or my own email address to appear in the look-up Other Agents that aren't Admin are available - Any ideas what's causing this?
Freshdesk account aggressively spammed then blocked
Just today on 8/22/2018 we started receiving spam mail at a rate of about 1000 spam messages per minute. (see file unnamed.png)I was able to create some filters to set them to spam + delete each message, but it seems that the messages coming in were double the speed of that the supervisor automation i set to delete them could process spam/delete.A few hours later I am unable to log in due to the account being locked out. I am afraid this may affect our customer base since most of our help guides are based on the solutions page.Our page is: https://aeotec.freshdesk.comWhat do i need to do to unblock our account and completely block out all the spam messages from happening?
Problem using npm modules
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