Portals, Emails & Channels

How do we change the PUBLIC url page? It is not the proper styling set in the admin. Last topic on this was about 2 years ago.

I am having an issue getting my distributors to create tickets through the Portal.  I am looking for a way to reject the email attempt, and send back an automatic response via email, to make/force them to create the ticket through the Portal. 

Hi I have created articles with video hosted in Vimeo.When I edit the article with Edge, it deletes the inserted video HTML code !? Tested on 2 different workstation / account.Any idea ? any workaround ? any solution ?   

HiWe wish to make our support portal available in many Indian languages. Currently I don’t see any option to add Hindi, Tamil, Telugu languages to the portal. How does one go about it ?

Currently the default URL of solution articles are very long, especially when the article title is in Mandarin (e.x. https://soundsgreat.freshdesk.com/zh-TW/support/solutions/articles/72000513462-%E6%88%91%E5%8F%AF%E4%BB%A5%E6%8C%87%E5%AE%9A%E4%B8%8A%E6%9E%B6%E6%99%82%E9%96%93%E5%97%8E%EF%BC%9F) Is there anyway I can set up a custom shorten URL whenever I create a new article, instead of having to manually use 3rd party short URL service? Thank you

Hello users!I want to set up a work process for the thing I've mentioned in the questions. Need tips on how can I do it..Thanks!

Hey there folks!We have noticed an issue where customers who email our support team using Apple iCloud’s “Hide My Email” feature don’t get ticket created (or don’t get their response added to the ticket). We have confirmed that their emails make it to our actual email inbox, but Freshdesk seems to block them when they get forwarded. I was able to reproduce the issue by setting it up “Hide My Email” myself. Is this an issue you’re aware of, and has anyone else experienced this?Thank you, and have a wonderful day!

HiWe’re on the old Garden plan, and I have multiple customer portals in our freshdesk. Currently they are all set to publicly available. However, i’d like to set some as public and some as logged in users only.How can I do that? At the moment there’s only one settings that is applied across all. Thanks. 

In the knowledge base, is it possible to create links to other articles, which, when editing the article in the agent portal, point to the editable version of the article, and, when viewing it as a customer in the support portal, point to the customer facing version?In other words, is it possible to create links to other articles which would have the same URL prefix (https://mycompany.freshdesk.com/a/solutions/articles/ vs. https://mycompany.freshdesk.com/support/solutions/articles/)? 

Hi,I’m new to this community.I’m trying to find a solution to the following problem.We have a SaaS product and using Freshdesk (FD) as our helpdesk system. I’m trying to start-up a community forum on FD but only for paying clients on our SaaS product. I’d like to have them registered and authenticated by our SaaS product accounts rather then google or FB etc.Is this possible?We don’t want to have their contacts created in FD due to PII data concerns, just authenticated via our product.ThanksShamila

Hi In admin settings I do have captcha enabled for spam tickets (emails) however, I’m still getting spam emails. How can i filter them out without filtering out actual clients. Sometimes, the spam has come through a legitimate email address, but is spam. thanks 

Hi,Please advise whether one still has to duplicate solution articles to include them in different categories or is it now possible to add multiple categories to one solution?Thanks 

Hi Team,We have received an email from the customer with an issue, as per the information in the website this email should be automatically converted into a ticket and it should be available in our account dashboard. But now the emails are not converting into a ticket automatically and those are not available in Dashboard. Thanks Gowtam 

Hi there,we have a problem where I don't know why. We have a ticket where the customer replied with the same email and ticket number in the subject, but a new ticket was created anyway. Can someone tell me why? The option "Create a new ticket for every customer response" is deactivated in the settings.The problem here is that the ticket is already being processed and the agent has not received a notification for the answer.best regardsD.

So we sent out activity notifications to different customers via BCC. Now, we want to update them that the activity has been cancelled. However, I noticed that the customer emails in BCC are not carried over on my reply. Any solution for this?

Is the HTML page in Helpdesk same as the HTML language i can learn or is it limited to certain features?

Normally, when we cc the group email add, we get the email in our personal accounts. Now, I have enabled the auto bcc feature but I am not able to see the emails in my personal account. Is there a difference in the way Freshdesk handles cc and bcc?Is there a way to do an auto cc instead?  

Hi there,We often forward tickets to a 3rd party for comment. Usually when they respond, it appears as a private note. This is expected and desired behaviour.However, if they respond from a different email address, e.g. if the forward is to info@3rdpartyco.com but the reply comes from joe@3rdpartyco.com, the response is added as a public response.This creates an issue, because then when we later respond to the customer using "Reply", the 3rd party's response ends up in the email chain.Some may say this is expected behaviour, BUT, we actually have info@3rdpartyco.com and joe@3rdpartyco.com set up as a single Freshdesk contact with multiple email addresses. It seems as if Freshdesk is not being smart enough to recognise that this is the case and that the response should therefore be private, as its the same contact that the ticket was forwarded to. I would say this is either a bug or a lack of what would be intended/expected functionality.Can anyone comment or share their experience?Than

The article list shown in “related articles” includes links which are in folders set to “logged-in users only” view. How can I change this?Users are led to a login site, which is not very elegant.I don’t want to set it to agents only or unpublish all 100 articles set to logged-in only.

We are having some issues with tickets not forwarding from Outlook into Freshdesk. Anyone having the same problem? And maybe know how to fix it? 

I’m having a difficult time finding a way to change the comment syntax for a Liquid file. Right now with the Liquid plugin installed when I CMD+/ I get a normal html comment like <!-- --> when I’m really expecting a Liquid comment like {% comment %} {% endcomment %} . I’ve been searching for how to define the beginning and end of a comment for a language and different font styles from Fonts Bee but haven’t been able to find it in the documentation. Ideally it would be nice to have single line and multiline selections formatted differently. If it’s possible to completely override the default HTML comments then I would do that since I only program in Liquid and never .html.

Hi All, Been struggling with making a change and hoping someone could point me in the right direction. I want to be able to change the CSS for elements that the agents see in the backend view. Specifically, I am looking to change the background colour of private notes. Tried using the Portal Customisation section, adding the class .ticket-details__privatenote and a simple background colour, but this doesn’t appear to work. Additionally, I have tried with an app, but this doesn’t appear to work either (however, I could probably be creating the app completely incorrectly). If someone can point me in the direction of creating the CSS to change what the agents see, it would be really appreciated.  Additionally, the freshdesk documents mention that apps can be deployed to make changes to the mint UI to improve agent performance, so I assume it is possible somehow.  Thanks

I am a customer. I sent an email to A, B and C.In the next email I removed participant B from the email. Participant B doesn't get an email but when the team replies from freshdesk the participant B doesn't get removed. He also gets an update. This causing us a lot of headaches. Spoke with FD who stated that it was a known issue and that if the first email is sent from the customer with people in the ‘to’ and ‘cc’ field and then it is followed up with a second email with some of those people removed then when our agents reply to that email all the original recipients are included. Anyone else have this?

We have the following scenario:We have two groups, each with their own email address for creating tickets.  Let’s call them sales@email.com and support@email.comCustomers will sometimes send an email to both addresses to create a ticket because the ticket may have requests for both groups.The problem is this:Sometimes two tickets get created - this is the desired behavior Other times only one ticket gets created because from the Freshdesk perspective, two emails are being sent.  If there is a delay in the second email being received, the first creates a ticket and the second email gets matched to the ticket that was just createdWe have contacted Freshdesk support regarding this and they have offered no solution to ensure that two tickets get created at all times.Has anyone run into this issue and found a good solution?Thanks

Hello everyone，May I know how to change the tab color of the “New support ticket“ and “ Check ticket status”?Which color configuration items should I modify, please?