Portals, Emails & Channels

Can you tag (associate) an article to a particular ticket form so this information is presented to customer on the particular ticket form page.

Hey community, Hope you can help me theme my password reset page?I cannot see the option to in the portal theme settings and its not listed at https://support.freshdesk.com/en/support/solutions/articles/50000003754-understanding-themes-to-personalize-your-customer-portal-appearance Does this mean we cannot apply themes to password reset pages?  

Hi. Coming into a company using FreshService and then I was made aware of FreshDesk but not quite understanding what I should be using.  We do not use change/release/project management.  We DO use asset management.  Asset management is not in FreshDesk, is that accurate? We do use and have plans to use Workflow Automator within Service heavily.  I see that FreshDesk has something similar but is it a dumbed down version or the same?  Are analytics the same? Not a fan of having some features in one but some in the other when really, one product seems to make the most sense and it looks like it is taking advantage of customers.

Hello, I´m a new user in freshdesk and I´m trying to understand if I can use the free option to manage my bussines. I need to link two emails accounts, whatsapp and instagram.  And another question is if its possible to modify the email account for replies. Now is showing freshdesk domain not my email. Also how freshdesk is running with resends not with setup of server smtp, when we reply through freshdesk is impossible to know or to get this replies for example on mail mac or other mail app. Thanks

When a new user navigates to our portal, we would like for them to be able to request an account that would then generate a ticket for us to review and accept. Currently there are only two settings (I think).  One is very strict and only allows an existing user to login.  There is nothing for new users.  The other is very liberal where it allows anyone to sign up for an account,. We want something in the middle.  Where another user at a customer can request an account and we approve it. 

When I click “Tickets I raised” in “Ticket Views”, I get nothing despite creating a ticket just today. Is this feature not function?

I have a client that says his customers are getting emails prompting them to click a URL to activate an account. When I click on the link it takes me to a page to log in to the Support Portal. We would like to know why some customers get this email and why is it taking them to an option to sign up for FreshDesk. It is very confusing for the customers. The customers have no reason to sign up for the support portal.  Any idea why this is happening? It was not previously happening.

I have my portal iframed inside my website.  Everything works fine but when someone clicks login or sign up we get this error…  justine.freshdesk.com refused to connect. I think my portal settings are correct but maybe not.  Any ideas? 

Al momento de cerrar una solicitud y enviar la respuesta al usuario, llega a su correo de Outlook como Correo no deseado (spam) y adicionalmente no se observan las imágenes adjuntas. Ayuda por favor. Gracias.Al momento de cerrar una solicitud y enviar la respuesta al usuario, llega a su correo de Outlook como Correo no deseado (spam) y adicionalmente no se observan las imágenes adjuntas. Ayuda por favor. Gracias. 

I have the Freshworks Help Widget on my web app. I call the “hide” function on certain pages to hide the widget.This works fine for desktop and even when using the mobile simulator in the dev tools. But when the app is accessed through an iPhone, on both Safari and Chrome, the Help widget doesn’t hide when it should, it’s always visible.Is there an obvious reason why this is happening?

HiThe language of my portal is portuguese BR.Everything is ok, but the form fields are not translating.  

Freshdesk seems to not sending emails anymore from our account, since few days ago. Any clues? 

My Customer Support team gets tickets from customers, which require an email to one of our vendors. We use the forward feature to email the vendor to get information. When a vendor is out of the office and has their auto reply on, the out of office emails do not make it back to the original ticket, nor do they create a new ticket. Has anyone else come across this issue? They do not end up in Spam or Trash and we do not use the auto response feature that keeps a ticket closed.

Where can I find a theme like this?https://kbrmedia.freshdesk.com/support/home 

Hello,Sometimes I will have a long discussion with a customer and we will exchanged a lot of e-mails.It could happen that I need to add an answer with a different color to an older e-mail in the thread.But as I have found out, Freshdesk doesn’t allow more than 5 conversations in the quoted text section when you reply to a client. Can you please remove this limit?I feel this slows down the work.I had copy and paste the old e-mail I wanted to my response after I extended the quoted text.You could do the same as Outlook and just leave all the e-mails in the thread. Yes, you can see all the e-mail in the Portal.Yes, the users have all the e-mails that were sent to them.But by not having all the responses in one e-mail, they have to keep on jumping thru all the e-mails until they find the one they need.This happened to me with the ticket I raised to Freshdesk for asking about this. Regards,Silviu  

I have the problem that the tickets are automatically created from Webshobestellung, when I now respond to the ticket is the recipient always the webshop mail and in the CC the customer mail I would like to swap this automatically?

Dear Community, Currently trying to configure our first FreshDesk account, until now we used a Microsoft shared mailbox for our customers requests.Can I use this existing shared mailbox to transfer to FreshDesk?Until now, I did not manage. Thank you!

I would like to be able to show known issues at the top of ticket submission before a user submits a ticket. Something as simple as “Website xyz.com is down right now. Will update when status changes” to maybe avoid duplicate tickets getting posted. Is this possible?

We are currently evaluating freshdesk and therefore have created a new office 365 mailbox which we have connected to the freshdesk. The setup is working quite well - incomming emails create a new ticket which can be answered within the freshdesk application. However I am now wondering if it is possible to reply to a customers ticket directly from the email client (outlook) without opening first the freshdesk application.I have observed that when I reply to a ticket message that my response will be added by freshdesk to the ticket history. But my response is not forwarded to the customer. Do I miss an important setting or is freshdesk just not thought to be used directly from outlook?  

I am Free user.  Which Plan can I rent to customaze My knowledge base? https://soulinternational.freshdesk.com/support/home

We are in process of integrating our calling widget within Freshdesk using an iFrame. So, is there any way we can resize that iFrame modal as per our requirement.

I’d like to make a simple calculator type application in a Solutions article. I want to allow customers to be able to enter a couple fields in and I’d spit out an answer. I tried just adding some <script> </script> in with a simple call, but it just gets displayed as code.I want the JavaScript to execute instead of just being displayed.

When forwarding questions to the Freshdesk address, our email server (united domains) does not transmit the sender email address of the questioner, but our own email address. Can I accept any settings so that I don't have to manually update the sender email address?

Hi,I’m on the Pro plan.We have a portal setup with the default language set to Dutch.We only have 1 language for the portal.The dutch portal comes with standard labels, I would like to modify them.Is there an easy way to do this without adding additional languages?Thx,Bernaert Dominique  

We have 4 widgets embedded on 4 different websites, two of them as "simple contact form" and two as "advanced form with ticket fields". Now we want to change a simple widget and add another (dropdown) field. But the simple widget cannot be edited. And the extended contact form or the individual ticket fields (under "Admin - Ticket fields") cannot be edited without the changes also affecting the other two widgets. But this should not happen. Is it possible to define per widget which ticket fields should be used? Unfortunately, we have not found a simple way. I did a little search on the internet and it looks like yes it is possible, but only through "Admin - Portals". But we also have only one "Admin - Portal".Is there another way to simply add another field to the simple contact widget? We are no developer, so it would be very helpful if we can get a detailed step by step instructions on how to do that.Thanks in advance.