Portals, Emails & Channels

Hi,We want to connect some of the emails that are sent from our platform to the Freshdesk threads using `Message-ID` header. The problem is when we put Freshdesk inbox email to reply-to address, the email doesn’t appear in Freshdesk at all. Here is an example of the flowWe send an email to the client from Freshdesk similar to below From: freshdesk-support@company.comTo: client@email.comCc: platform@subdomain.company.comSubject: Some subjectBody: Email messageThen, our platform parses the email and stores the Message-ID headers and send the following email From: platform@subdomain.company.comTo: client@email.comCc: freshdesk-support@company.comReply-To: freshdesk-support@company.comIn-Reply-To: Initial message IDReferences: Initial message IDSubject: Reminder for some subjectBody: Another email messageand this email reaches to client but doesn’t reach to Freshdesk. When we remove “Reply-To” everything works fine.What could be the reason of this issue and how we can solve it?I’d apprecia

When we want to email a Suggested Solution as Inserted Content, the footer logo's get sized 3x or more when recieved in the email.How can we prevent this?Article:Email:Comparison: Any help would be appreciated.

Hi everyone,  How can I see what users have an active client portal account? Doesn’t appear to be any report.Can’t de-activate and customer from logging in.Can’t allow just a group of users/customer segment to use it (yes know can do to knowledgbase).Anyone found another solution that links with Freshdesk. Thanks in advance. 

I found this ancient thread: https://support.freshdesk.com/support/discussions/topics/300507/page/3?url_locale= But would also like to have the possibility to show a solution article in multiple folders.We have multiple products with articles which apply to all, and some only to a few. Right now we’d need to greatly overhaul our main page or get a custom folder view but that’s not an option for us.

Is it possible to revoke portal access for a single customer?

I want to disable LOGIN and SIGN UP button. PFB : 

I searched for existing queries on this, but I did not find this one… Is it possible to make solutions articles and categories accessible by Group or Agent Role? Meaning I want to categorize my Solutions Portal and I want certain people from my company to be able to access certain documents. I want each user type and/or Group to access only certain categories or articles.Is this possible? I know you can create segments for Customers and Contacts - but can you create segments for agents?   

We use Fresh Desk for providing support to both Customers and colleagues.  Some colleagues are agents, some are collaborators, and some are neither. I’m hoping to make the portal the go-to place for raising tickets and for accessing solution articles, but I don’t think I can prevent customers from accessing a folder that I only want employees to access.When creating a Folder I can make it visible to one of the below, but not a mix (my scenario would be that I want to all Agents (I assume this includes collaborators) and anyone linked to my company (that would be anyone who isn’t an agent) Has anyone found a solution for this?  I’m thinking that the only way would be to set everyone up as a collaborator (assuming that the above “all agents” does include collaborators.  

Freshdesk.Use case is we want to allow a logged in requester in the portal to be able to select a button in the portal to enter a new custom object record. For example, if we have a custom object called “Printer” with 3 fields, make, model, location.Can we add a widget or something to the portal so it has a new button “Create new printer”?    

When trying to create a ticket through the portal form, I am receiving the following message:'We are sorry. You have been restricted from accessing this helpdesk page’ Could someone help me solve this problem? Thanks for your time and support. André

Hi all, Is there a way for me to get a notification when someone new registers for my support portal? I’d like to get an email notification when someone signs up, but I don’t see anything for this in notifications. Thanks, 

Hey there, I was wondering if it is possible to edit how the Agent Portal, Edit profile and Sign out links in the navigation are rendered. I can see that this is generated by the following lines in the header; <nav class="banner-nav">       {{ portal | welcome_navigation }}</nav> I have no idea if this is a) possible and b) where to find the ‘welcome_navigation’ snippet. Any help much appreciated.  

Hi how are things?Maybe you can help me.For my small business, I want to buy the growth plan, with an agent, my question: how many parallel simultaneous sessions can that agent have? Can you have multiple simultaneous sessions on different devices?Thank you

Hi there, I’m trying to use a conditional statement that checks for navigator.useragent sessionStorage.get(‘some item’) localStorage.get(‘some item’)E.g. {% if localStorage.get('some-item') != undefined  %}<div>Some div</div>{% else %}<div>Some other div</div>{% endif %}   When I preview the page, this doesn’t seem to do what I intend. E.g. if there is no localStorage with that key, it still shows “Some div”

I contacted support about this, and they recommended that I post it here for Freshworks developers. When I attempt to submit a topic with several tags, I get a 505 “internal server error.” Two HAR files are attached: one for a successful submission using two tags, and one for a failed submission using three.

How do others utilize Facebook within Freshdesk.  It is very nice how the twitter posts feed into the Social area and you can review without every tweet becoming a ticket.  Would be great if you could monitor Facebook posts in the same way without them becoming tickets.  I understand you can use the filter for key words but it would be nice to have a social media agent you can monitor the entire Facebook flow without leaving Zen.  THen being able to convert specic posts they see into tickets manually.Are there some marketplace apps that some have utilized that provide greater functionality with Facebook/Fresdesk in this way?  Would be nice to have it contained within Fresh and not having to leave to a third party app.

Hi, I have created a new Service Category in the in service catalogue in Freshservice but it is not showing in the customer portal? Is there a limit to the number of service categories I have 16 plus the “All Service Items” header.many thanks

Hi Freshdesk Support,I’m unable to edit or add a background image or icon in Freshdesk, even though I have Organization Admin permissions. Currently, I can edit the HTML/CSS and pages, but I can't find any option to add a background image or icon to my portal.At the moment, I'm using icons from the default Freshdesk data. The image “Picture 1” shows the option I’m looking for, while “Picture 2” shows my current theme editing workspace.Could you please advise how I can enable or access these options?Thank you.

Hi,When a customer submits a ticket via the Customer Portal Form, then for us it is necessary to get his/her phone number and address. Fundamentally the phone and address data are part of the Contact record.Therefore I do not want to create additional custom fields for them, because they would be duplicated this way. What is the best way to collect such data via the Customer Portal Form, even if the data will not be populated with the built-in contact fields used for the same purpose. Thank you for your suggestions!

Hi, I have had a freshdesk account for several years. today I sawis this message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account is https://poderjudicialvirtual.freshdesk.com/ Everyday I get around 50-60 tickets. It is kind of urgent for me to solve this. Any suggestion?  Thanks a lot in advance,

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code.Is there a setting in Freshdesk that I can turn off to prevent the code being appended?Thanks in advance for any assistance. 

In Threads Discussion you can send messages with the key combination CTRL+Enter instead of the “Send” button.However, if you use the key combination, it often happens that only part of the written text is sent and not the complete text. The other part of the text is lost and cannot be called up again.What could be the cause of this error or how can we avoid it?Thanks

I’m having the issue where the boxes we have on our frontpagehttps://support.aurocon.io/en/support/homeIsn’t working, the first two Getting Started and Video Tutorials, stays in English, when you click on them, even if we have the site langauge in Spanish, they go back to the URL of the English version.However further down on the image, we do have the boxes in the orange area, where those are working just fine.I cannot see to fix the coding issue, can someone assist?Attached in the .txt file are our current coding from the portal home, in the theme files. 

Hey everyone,Is there a way to implement the search function in the header? It’s the placeholder,                     {{ portal | search_element: search_text }} that I want to use, but if I make any css changes to it, then It will change the one on the front page as well. Then I would need to do something like making it a div-class with a custom name, and then add the search, but the css styling is so bad.Is there a way to achieve a search bar in the header? Image 1, is how it looks now (No search in header)  Image 2, is somewhat how I want it to be, so that on every single page, you can search from the header/menu 

While PDF export is available per the export is pretty awkward. Images often break and fail to render, formatting is inconsistent or removed, seemingly at random. Additionally, like a typical webpage, you get header/footer information that is not configurable.My recommendation is:A UI for configuration of the PDF export (either end-user or admin) Export to respect formatting Export to actually embed images appropriately