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My problem is that we are using Freshdesk as our helpdesk and knowledge base tool. We have hosted several support articles through Freshdesk, which are currently accessible on the internet when people search for our brand with 'Support', such as 'signeasy support'.

In our case, when searching like this, our support pages appear in the results, but with the name 'runonflux' at the top, just above the meta title and description of each page. This occurs for all of our support articles appearing on Google with this title for each page.

I have attached a screenshot for reference. Please let me know if there's any way to change this or provide guidance on how to fix it. I couldn't find the same name anywhere in our page source code, which prompted me to reach out here.

 

The issue you’re experiencing with the incorrect title, "runonflux," appearing above your Freshdesk support articles in Google search results may be due to structured data or Google’s interpretation of your site’s metadata. Here are steps to address this:

Check Freshdesk Account Branding
Verify if "runonflux" is set as a branding name in Freshdesk settings (e.g., under Portal Customization). Update it if necessary to reflect your brand name.

Review and Update Meta Data
Confirm the meta titles and descriptions in your Freshdesk articles. These can usually be edited in the Freshdesk knowledge base settings or via a custom theme.

Check for Structured Data
Use Google's Rich Results Test to check if structured data (like JSON-LD or microdata) includes "runonflux." Update it with the correct brand name.

Search Console Inspection
Use Google Search Console’s URL Inspection tool to see how Google renders your pages. If the incorrect title is shown, request re-indexing after making changes.

Clear Caches
If you’ve recently made updates to Freshdesk or your articles, clear any caches in Freshdesk and re-publish your articles.

Wait for Updates
After fixing the source issue, Google may take time to re-crawl and update its search results. You can expedite this by submitting your updated sitemap to Google Search Console.

If none of these steps resolve the issue, reach out to Freshdesk support for assistance—they may have insight into why this is occurring.

Hi ​@Varunkumar Palanisamy,

 

Greetings from Freshworks community.

We recommend checking your portal code to see where this is being included, and if needed, you can rename or modify it as per your requirements.

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