Portals, Emails & Channels

Hi Team,Everytime I login to the portal, or reload the page, I am greeted with the attached banner. The banner is regarding a change in permission of my user by another admin user. I have received this notification 20+ times in a day and is starting to get irritating. 

To have multiple ticket forms available for agent portal as well

This is an intermittent error linked to trying to create a new outbound email - I can’t replicate it but I get enough occasional reports from agents that I I do believe it is a legitimate issue My first guess is that these would be for contacts that do not yet exist in the contact DB and the call to create the record at time of email send is failing but as this is not reproducible I can’t really get FD support to look at failure logs or anything. Anyone else encountering this  Unlike the post here the DKIM and SPF for this outbound email account are fully verified and this only happens occasionally (maybe 1 email in 10,000) so I don’t think it is a system setting issue

My parent organisation’s IT team has updated its CNAME records as instructed, but my DKIM settings still cannot be verified. The email address we’d like to use is a subdomain of the parent organisation, for example:organisation = org.ac.ukdepartment = dept.org.ac.ukIf that’s the cause of the problem, could you please suggest a workaround or alternative advice?Thanks a lot, Alastair

Hello, I am James from Chicago. I'd want to change the default Freshdesk theme and add a background image to the search bar.How am I going to do that?

Hello everyone! Is there a way to automatically assign the requestor of a ticket based on the currently logged in user? Our Freshdesk system is for internal use only so all requestors have a login to the portal.  Can we pre-populate the requestor field with the logged in user name?Thanks!Mike

Hi everyone.Hope you are doing well. Right now im bulding and end user app and I would like to know if its possible to hide this fields in new submit ticket in user portal:   and show that fields in the user portal ticket:  Is that possible?I would like to know too if its possible to print information in those field that are only visible in ticket details:   

Hello, I would like to edit the default theme of Freshdesk and want to add a background image on the search bar? How can I do that?

We are using the Freshdesk as our support portal and have some queries regarding the filters available from the customer end.Our customers have requested that they should be able to filter out the tickets according to ‘Feature requests’ and ‘Support cases’ on their end.We have reviewed the configuration and were planning to add a ‘feature request’ type field in the ticket details. The type field will be displayed to the customers while creating a new ticket and they would be able to select whether the ticket is a feature request or a support case.No filter available at the customer's end to filter out these ‘feature request’ tickets separately when they view all their tickets.Could you please confirm if there is any other better way to achieve this requirement? Can you consider this a enhancement request to add type filter on support portal?

Hey guys, Can I create articles directly under Categories, so the user won’t be able to click the Folder? In our case this would be an unnecessary step to get to the article directly. Can I either: Make the Folder not clickable Place Articles directly into the Category (without creating a folder)Thanks in advance!

I have several portals and I need to know who has registered for each portal. It does not matter if they have or have not made ticketsI need some good practices, tips, strategies to achieve this.Has anyone been through this??

 In my support portal, in the forum tab, when you change the language (from Spanish to English) some elements such as forum types: questions, announcements, are not translated. I attach a photo 

Hi All,I’m fairly new to Freshdesk but have been building a instance for my current company. As part of my Help Portal, I’m attempting to build an all-encompassing form that has some field multi-selects with inputs. I’ve read several Freshdesk help articles and tested quite a bit however I’m not find a definitely answer to if the following is possible:I want to create a drop down field where if a customer selects Company A → They can input their specific domain (text input) versus if they select Company B→ No text input field shows. Is this possible with Ticket Fields? If so does anyone have relative documentation/instructions on how to achieve this?Thanks in advance,~Adam

When we’re trying to open CRM portal v2011 with chrome or edge but aren’t seeing anything, we are seeing just an empty page. But we try to open with IE, portal is working, main page is opening.Also an extra information we installed update roll 6 last.What can we do for open to browser other than IE?

Hello, We, as many of you, are using a multilingual support portal. Our clients can submit their tickets on the support portal and we have been able to translate most of the content of how we wish to display the ticket fields to the clients in their own language. However regarding the field Status, which is a default field, we can translate the label Status, but the default list values “open, pending, resolved and cancelled” are not possible to translate. We have added our own custom values to the list, and for these we can translate. Below is what our language file looks like - as you see label and customer label (ie what is displayed to the customer) we can translate as well as choices 6 and 7, which are our own added values to the list. But the default “open, pending, resolved, closed” are not available for translation in the language file. status:        label: Status        customer_label: Status        choices:          choice_6: Waiting on Customer          choice_7: Waiting on

Hi,I cannot send any outbound emails. Have been seeing issues since last friday, this is major functionality that is not being resolved… I have tickets open, and they all say they are looping in team, What do I need to do? I set up DKIM, forwarding emails through freskdesk to my gmail, and it seems to work, then stop working.  I’m currently a trial user and it’s a bit troubling to see functionality like emails not working and wondering if I should look elsewhere for helpdesk. Thanks for any help on this.

We are hiding the custom fields in customer portal from the code.But the customer is changing the status from the customer portal. The fields are also hidden by our client with their own set of abstractions but we still end up facing this issue.Is there a particular solution to this query? If yes, do let me know of the same. 

Hi,I’m trying to import a Google font adding an @import directive in the Css section of the user portal customization.The problem is that once I publish the new Css the @import url(‘https://fonts.googleapis.com/css2?family=etc’) becomes @import url('https://fonts.googleapis.com/css2?family=etc');In other words, apostrophes are encoded.Is there a solution to this problem?

What the heck is going on?For the last 7 to 10 days our support site (FreshDesk) is going nuts.Something keeps changing our theme in strange and bazaar ways.Unfortunately, I didn’t set our site up originally, so we didn’t have our mods to the pages. It was based on the Vertio theme which of course is down and can’t be downloaded.Every time I have the site almost perfect it changes. Worse is that what I see (Refreshing Cache) isn’t what others on my team see when they access our site.I’m getting really upset with this as I’ve got far too many hours in making changes to our theme that keeps changing.  When I say changing I mean things like CSS getting changed. Sections I’ve complete blanked out like HEADER (I moved the code to portal home) re-appear but are yet different then what we had almost like it’s from another site or theme! Definitely not from our site!Around 2am I had pretty much everything the way I wanted it except a homepage graphic and modification to breadcrumbs.I’ve been v

Hello everyone,I was customizing the Portal Layout header HTML page and made a grave mistake of not saving the default code. Can anyone post the default coding if you have it in the comments down below or if you have a link where it has all the default codes? You would be a lifesaver! Thank you!

I tried use Jquery as in topic of link   But the in the new portal Jquery is not work.When i send the document.querySelector the fields are hide but hide the options of fields its doesnt work. Help !!!!😨

Hello,Same problem as other tickets, unable to create a ticket : 403 Forbiddenhttps://support.freshdesk.com/support/discussions/topics/50000002794https://support.freshdesk.com/support/discussions/topics/50000002785Regards,-- Cyril Trümpler

Can someone tell me how to delete the initial contents of the forum?

Hello there! I’ve been experiencing some issues concerning the Knowledge Base search bar. Some words we type in, although they’re part of article titles or bodies, they don’t bring those articles up in the search. This only happens in the customer portal. Is there any solution to this issue?  We also realized, that customers have to type exactly the word, in order to find the article. They have to type “permissions” instead of “permi”, not allowing to mistype or to type only half the word, this is just an idea, and imo would be a big improvement :)  Thank you in advance! Patrícia

Your documentation is not clear to add a button in the whatsapp template . Update the documentation . Feels very weird after subscribing for the paid version.