Portals, Emails & Channels

have Freshdesk working in MS teams, but the tickets are only showing up in one team. How do I get the other teams to see the tickets as well. Freshdesk app has been added to the other teams.

Hi, Does anyone here experience the disappearing fields in ticket forms portal but visible in ticket fields?  Thank you

We are (unsuccessfully) trying to add a secondary support email for our developer relations team. It is a google group account and so can not sign in via SSO, and does not have a username/password. I can’t find any documentation for how Freshdesk expects us to connect this account so that incoming emails get pushed into their system. Any help would be appreciated.

I’m looking for the best cloud telephony provider compatible with Freshworks CRM...

Hi, we are using Freshdesk support desk and until now Freshdesk has been sending email’s on our behalf. This means that we have to add email.freshdesk.com to our SPF record. This means that Freshdesk alone adds 8 DNS queries to our SPF record and the standard allows for only 10 in total.For comparison Microsoft adds two for the whole of Office 365.Now, what i have feared has happened and we have passed the limit and our SPF record is not valid anymore. I don’t know if we added the one or if Freshdesk added another sub record.There is really two problems, one is the size of the record to begin with and the other is that Freshdesk can add subrecords at anytime without any of their customers knowing and pushing that client over the limit.I think therefore it is very important for suppliers that have SPF that is used by alot of customers to be very small and maintained correct.One solution is to create your SPF record and then only add ip addresses to this record that you then maintain whe

Hello, We have built some draft solutions articles that we need to preview with people who do not have agent access. Is there any way to do this? Or do we have to give them agent access to view previews? Thanks, C

We are seeing email delivery latency with ticket creation, updates to tickets lately.  It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated.   Looking through the archives, it seems this has been a topic  of conversation, but wanted to see if any  others are experiencing this type of latency?

We make most of our KBAs external-facing, however there's a couple of links that redirect to a login page, when we don't want them to.We seem to have visibility configured in our portals correctly; however when a customer who is not logged in (most of our customers do not log in, almost all KBAs should be visible externally without authentication) attempts to access a visible to all link, a login page appears. What customers see: When they click that link, it takes them here: So I went to take a look at the visibility settings for that folder...That folder’s settings: ​​​​​That Category's settings:It's in the correct portal, has the correct settings, so why can't unauthenticated users see the folder? 

Since the agent portal has a feature to sort replies and comments by date (most recent or oldest), it would be nice to have this feature for free in the agent portal.To expand further, when you visit the customer portal, what you see is the oldest message on the top of the webpage here:  What is missing is a way to sort the messages in any way, this is rather incovieneint for customers with very long threads and hundreds of messages. They need to scroll all the way to the bottom of the page to see the most recent response in this view. Furthermore, a customer could sort their tickets by oldest - newest or vice versa. As you can see below, this feature exists for tickets in the customer portal, but not for replies.  

Hello, I’m thinking about removing the customer support portal for my business. We have created a new support website which uses freshdesk APIs to display our solutions and the support widget so we don’t want the old support portal to be accessible to customers anymore (although our agents will still be using their side which is not customer facing).  I couldn’t find how to do this in the admin panel so some direction would be greatly appreciated.Thank you!

Hello, I am starting out on Freshdesk and using the free plan. People who communicate with my helpdesk get emails from “Example” (ex: “Example <support@mydomain.com>”). I see “Example” in the portal settings page, but I don’t see a place to modify that to something more appropriate. I saw in the “Multiple Products” page where I could add more products, but not modify the name of the “Example” product. I have looked around elsewhere but can’t find anywhere else in the admin settings where I can change or remove that “Example” product. Can someone tell me where to go to modify it OR at least change the FROM email address so my customers aren’t seeing “Example” in my emails to them?

Hello, I’ve put together a solution with a table at the top of my page that links to the various headings within the solution i.e. <a href="#anchor1">Receive Application</a> in my table links to the corresponding heading<a id="anchor1">1) Receive Application</a>Initially on saving, all the anchor links in my published solution work but then they quickly stop working, when looking back at the code within the solution, all my id=”anchor” tags are removed leaving just:<a>1) Receive Application</a>Is this a bug or am I doing something wrong?Thankyou.

I’m looking to see if I can embed our solutions articles on our website - I know we can do that with a pop- up widget, but i’m more interested if we can embed the entire page as an iframe?

I recently created an account to use the Freshdesk Support Desk. And I have this weird message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account: https://technolsuporte.freshdesk.com/ Thanks,

Hello ! I need some help :) I recently created an account to use the Freshdesk Support Desk. And I have this weird message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” Do you have a solution ? 

Hello!Has anyone had any luck with an integration that allows you to create web forms (surveys, questionnaires etc) with conditional logic that can automatically create a ticket for agents? Is there a native functionality that I’ve somehow missed?Thanks in advance!

WHy is it that when my support team replies to one of my tickets the tickets dont group by conversation. If I get 10 replies from my support team I get 10 email threads.This is not an issue for other people at my company only me. I have reset my outlook settings, gone to the new version and even back to the old version of outlook. please provide assistance.

Hi All,I have a situation where we have a 3rd party provider that also utilises FreshDesk, I have it so that my FreshDesk as part of automation sends an email to the 3rd party FreshDesk and creates at ticket their end but any response from the 3rd party via their FreshDesk reported ticket creates a new ticket in my FreshDesk rather than appending to the original ticket in my FreshDesk.Is there a way to resolve this, any help appreciated.  Thanks

Email notifications were working fine three days ago.  Now it is Monday and I, the administrator of our Freshdesk account, am no longer receiving email notifications for new tickets, responses, updates, etc.  I also can no longer forward an email to our help desk email to automatically create a ticket.  My other agent is not having any of these problems whatsoever, everything is working completely normally for him.  I have looked through all settings (nothing has been changed in the past three days), support documentation, checked our Exchange server, and it is not a problem on our end.The most troubling part of this is we now have zero way of telling if users are emailing tickets that are not reaching us.  PLEASE HELP!

We are seeing email delivery latency with ticket creation, updates to tickets lately.  It is not happening all of the time, but sporadically. Some emails will come in an hour after a ticket is updated, and have had some where the emails are not reaching their target from 4 hours and have had a few up to 13 hours after a ticket was updated.   Looking through the archives, it seems this has been a topic  of conversation, but wanted to see if any  others are experiencing this type of latency?

Hi all!While you’re in trial mode, is there a way to disable reCAPTCHA in the customer portal for logged in customers?If I go in admin -> portal -> settings -> edit, you can only remove the flag from “Activate reCAPTCHA” only when “all customers can send tickets”. But if I select “Only logged customers can send tickets” the reCAPTCHA option is no more visible.Support team says the reCAPTCHA goes away when you start paying the instance. Do you have any confirmation on that? It seems really strange that this feature disappear only upon payment.ThanksMassimo

Looking for the right css to hide the name.Reason:  we are using logo, which has name in it.If you UNcheck thisthen all you get on the browser title bar is: instead of Support: Company Name….  All browser pages have something that is descriptive…, but Freshdesk doesn’t separate these two operations.So in order to make the browser title bar more practical, you must check the “Display portal name...”I have inspected the page for this:<div class="fs-22 semi-bold fw-brand-name ms-4" title=""></div>Help appreciated

With Freshdesk, on a Pro license - and with our customer portal.So any user from any of our customers can access this portal and create a user either by signing up or creating a ticket.There are no (?) terms of service for this, and no way for the user to understand how we process and store the information they give us (and Freshdesk).How are others handling this? Have you somehow been able to add your custom terms of service for your users?

I tried to configure it with Captcha and without. Nothing helped. Any solution?URL is: https://wonderkindhelp.freshdesk.com  

I’m looking to expose more than the default fields on the customer facing portal as below.Default is Subject, Ticket ref, created date and statusHow do I add into the overview page additional fields Last CommentPriorityAssigned agent The GUI allows you to add fields to filter on, but not actually show them on the summary page to the customer. (https://support.freshdesk.com/support/solutions/articles/50000004905-setting-up-advanced-ticket-filters-on-your-customer-portal)I believe it needs Javascript but an example of this, or list of fields is not available from FD support.