Portals, Emails & Channels

I've reduced my images' size, but they're still getting cut off on mobile. I can't shrink them further. Is there any code or workaround I could use to fix this?

It is possible to have the OoO Autoreply emails logged on the tickets in case the requestor is out and we as agents sent an email waiting for his response? If yes what are the condition to work ?we received this response and not sure if do we have the possibility to make it work:   "This is not possible and is out of scope. Out of office emails from Outlook don't respect the subject of the email they fire in response to. Freshservice will only add replies to a ticket where the subject is in the required format. For example, an email sent to a user who is OOO, with a subject of "Test", will send the OOO with "Automatic Reply: Test", which means the subject isn't respected and Freshservice cannot match this to the ticket. This is an issue caused by how Exchange/Outlook function." Is this working for anybody here? Thank you !!

I’m looking for some best practices for organizing a growing Knowledge Base in Freshworks. As the number of articles increases, it can become difficult for users to quickly find the information they need.What structure, categories, tags, or search practices do experienced Freshworks users recommend for keeping a Knowledge Base easy to navigate and maintain? Also, are there any common organization mistakes that should be avoided?

Hi everyone,I'm running into an issue with the Freshdesk Customer Portal and wanted to see if anyone else has experienced this.We have customers who are configured to view all tickets belonging to their company.However, we're seeing different behavior between customers:Customer A can see all company tickets and has a “blank” (All) option in the Created By filter. Customer B and Customer C have the same intended company-wide ticket access, but their Created By filter only shows the individual members of the company. There is no “blank” option. Because of this, B and C are unable to select a single option to view all company tickets.This functionality worked previously, and Customer A can still use it, so we're trying to understand why it is only missing for certain customers.What we've triedWe verified that B and C have the permission to view all tickets belonging to their company.We also tried:Disabling the company-wide ticket visibility permission. Saving the contact. Re-enabling the

Hi everyone,I'm running into an issue with the Freshdesk Customer Portal and wanted to see if anyone else has experienced this.We have customers who are configured to view all tickets belonging to their company.However, we're seeing different behavior between customers:Customer A can see all company tickets and has a “blank” (All) option in the Created By filter. Selecting this option populates ALL tickets belonging to their company. Customer B and Customer C have the same intended company-wide ticket access, but their Created By filter only shows the individual members of the company. There is no “blank” (All) option. Because of this, B and C are unable to select a single option to view all company tickets.This functionality worked previously for Customer B and Customer C, and Customer A can still use it, so we're trying to understand why it is only missing for certain customers.What we've triedWe verified that B and C have the permission to view all tickets belonging to their company

Hello Freshworks,I use the font Verdana and set the font size to 14, but It looks 9 in the article.Why is it inconsistent?On google docs, the font is still showing correctly.    

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I create a new portal or a custom section in the theme (we have a custom theme with Breezy)? I’m not sure what is possible.    

I recently created an account to use the Freshdesk Support Desk and now this error shows up:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account: https://pflegelust-gmbh.freshdesk.com/ Thanks!

Hello,Our outgoing email has been blocked for one week now. We immediately opened a ticket, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we are still stuck.It's quite ironic for a SaaS company to have such poor customer service.Please fix this as soon as possible!

I’m newly responsible for maintaining our knowledge base and I’ve noticed several pieces of text that are prone to changing and appear throughout the base. Product names, addresses, phone numbers, so on. It’d be great to be able to set a static variable that can be updated once and automatically change the content everywhere that variable is used. For example, lets say I set {OfficePhone}=555-1212. Everywhere I use {OfficePhone} in the Knowledge Base, it’ll display as 555-1212.  Next week, we change our number to 555-1213. Instead of updating it every page where {OfficePhone} appears, I just change {OfficePhone}=555-1213 and the pages update automatically. Is that possible?

Hi all - We’re in the process of rolling out multiple Freshdesk portals for different customer groups (like Client Support v Internal Support v Partner Support, etc), and we’re running into limitations with portal access control being applied to broadly at the account level.  What we’re trying to accomplish: Create separate portals for different customer groups/segments Restrict portal access by domain (e.g., only @companyA.com can access portal A, only @companyB.com can access Portal B). Avoid making those domain restrictions apply globally across the entire Freshdesk accountThe issue is that Freshdesk’s access control seems to apply at the account level, not per-portal, which makes it hard to lock down one portal to a specific customer group while still keeping other portals accessible to different domains. Has any successfully:Scoped portal access by domain on a per-portal basis? Used SSO, custom login flows or any creative workarounds to segment portal access? Built multiple custom

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles but they “snap” back to where they originally were.For context I have Admin and Agent permissions.Any help or known issues would be appreciated. I haven’t found any answers searching so far.

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:postmaster@outlook.comYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. For more information please go to http://go.microsoft.com/fwlink/?LinkId=526653 AS(8561) [ME3P282MB1553.AUSP282.PROD.OUTLOOK.COM]'Original message headers:Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458%5]) with mapi id 15.20.51

I have multiple forms that create tickets related to specific business processes. Each form has form-specific fields i.e., data the requester needs to submit for that particular business process which is only relevant to this form / ticket type.However, once I create a new field, it now appears in the list of properties for every ticket, even those where it is irrelevant. This makes it hard to find the relevant fields for a particular ticket type, because the list of fields / properties becomes very long. Is there a way to create form / ticket type specific fields that only display in the list of properties for the relevant ticket types?For example, suppose I have a form for requesting approval to travel that collects data like origin, destination, estimated cost, date of travel, etc. and another form for requesting a new laptop that collects data like make, model, amount of RAM, size of hard drive, etc. When I’m looking at a travel approval ticket, I don’t want to see fields like make

Hi all, As the subject pretty much describes it, is there a way for me to link to a specific section to another article as opposed to the one I’m currently editing?I know <anchor id> works for the current article one is working, will this work for link sections of other articles? What amendments should I make to the codes? Thank you.

I am trying to change the name “Knowledge Base” to “Help Center” in our Portal.   From what I’ve read, it looks like the only way to do this is by customizing the code under Admin > Channels > Portals > Customize > Edit theme. We are trying to not spend development resources on this, but I’m having trouble finding a good way to make this change in the code editor.Does anyone have an existing script that we can use to make this change?

Hello, I'm having the same issue as other topics mentioned:Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com I've contacted support@freshdesk.com but they are taking a bit too long to fix this issue, and we have some tickets open waiting for response. Could someone from here fix this for us? 

The ability to add icons to forum categories to make it consistent with solution categories.I think this would be a good UI change as currently if you have multiple forum categories the icons look like this :Forum stock icon I’d like to add icons like I have with my solution categories: Solution icon This would be a good UI change for the end user and keeps consistency throughout the knowledge base.

Hi,I cant seem to be able to remove or hide the product field in the ticket form. I’m on the growth plan and i understand products are available in other plans, but I simply want to hide it, using  Can view but results in an error. Which seems like a bug.Anyone find a workaround? Hidefields app doesnt show the field. Thanks 

Does anyone know how to find the real estate in the theme files that controls the default “New Support Ticket” and “Review Tickets” buttons?I can’t seem to find a way to affect those buttons in the HTML files or in the style sheet.

Hello  How can we customise the ‘Article Voting’ text (see below image for what I am referring to). We simply want to change the text to “Was this article helpful? Yes No”. Can you provide a Liquid snippet of code to get us started and we can achieve this ourselves from there.   Our existing liquid code for the Article View is just:         …..       <hr />            {{article | article_attachments}}        {{article | article_voting }}        </section> Also how can we customise the ‘Article Voting Feedback Form’? See the below image for what I am referring to. We want to change the text on this form and add different checkboxes. Can you provide a Liquid snippet of code to get us started and we can achieve this ourselves from there.   

Hello, I am currently redesigning our user portal and service catalog.Is there any way to create, within a service request, a dynamic list that automatically suggests and provides access only to users belonging to specific groups, based on the requester's groups or other requester attributes?

Hello, I am currently redesigning our user portal and service catalog.Is there any way to create, within a service request, a dynamic list that automatically suggests and provides access only to users belonging to specific groups, based on the requester's groups or other requester attributes ?

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks 

I was using freshdesk so many years without problemsI’v detected that my user than then me and email to soporte@mycompany.com are not been picked by freshdesk, so in freshdesk I have no ticket opened, but in my reail inbox I have a lot waiting for be solved.I use google bussinges account so when an email arrive to soporte@mycompany.com should will be redirected to mycompanysoporte@mycompany.freshdesk.com but when I try to send an email to this account I get a bounce  Esta es la respuesta del servidor remoto: 550 5.2.1 Mailbox disabled, not accepting messages - 14c89627-daa8-4433-ad58-a0a947ecd7cb freshmail [0b32af9e]