Portals, Emails & Channels

When an Email is sent by customer, few TO Email Address are marked along with the Support address and when the agent is replying, customer wants the To Field to be editable so that the response can be provided to the actual To ID of the email instead of the Sender of the email, Possible?

Hi, I’m looking for a way to change the from email address on NEW emails only, at agent level or even by group. I am not looking to default the email address on ticket replies, only new emails.The scenario I have is that our incoming emails are from our US and our UK business and therefore when we reply, we want to retain the same email address as the user contacted us on. When we send new messages, they are often sent from a specific team such as accounts or marketing and they don’t want to have to change their ‘from’ email address every time they send a message. I would be grateful for any suggestions. Thanks, George

For VIP/Premium customers, I’d like to show them a button (or checkbox) on the portal, but hide it for other customers. For example, if the logged on user is related to a Company which has a custom field of “Company Type” and the value is “Premium”, then show a button/checkbox which says “escalate this ticket”, and if that checkbox is ticked, then a mandatory “Please explain the reason why you want to escalate this ticket” text box. Any chance this is possible - perhaps someone has done something like this before (although couldn't find on the Community)!? What if the contact is related to multiple companies!?

I understand that this may take a bit of customization, but before I dive too much into that I wanted to see if anybody has had any experience with the following: We have multiple companies with individual contacts associated with them, each contact handling different tasks at different times. I want to enable a way in the customer portal for a contact to be able to change the assigned contact of the ticket to a different individual in their same company. Is this theoretically possible?

Error shown when a user tries to submit a ticket via. the portal on alltechplus.freshdesk.comI notice that several other people have had this issue in the pst judging by the related topics. I couldn’t see any obvious way to fix it myself. Had this problem for a long time now - Currently users can only submit by e-mailing in - I want to prevent opening tickets by e-mail only if possible to avoid clients creating multiple new tickets for the same issue so the submit ticket would be a great start.

How do I embed an existing PDF into a knowledge base article. We have many pdfs created and redoing them is not an option.I have seen articles referencing  using the html editor and the embed tag. How exactly would that work when these articles are saved locally and not an any public website?Thanks, Phil 

When I press “Forgot Password” we never receive an email for password reset, whether on inbox or Spam folder.

I’m new in freshdesk and I have the same question, however, the topic has been closed.Is there a way to adjust the size of the description field ? Most of my customers want to include a printscreen in the text, but then the windows of the description field is way to small.

How do I hide ticket types in the new Marina Portal?  I am unable to do so. Can someone please direct to the code to be added here?

Hello...I like the option to create a Ticket on behalf of the sender when I forward the email to my support account.  However, I do not want to get the CC of that email send to me since it is redundant and then follows the ticket thread. Is there a way to NOT CC emails to me that I forward to my support email used to create tickets?  thx 

I want to delete 3 checkbox(I’m looking for help with) in export tickets, in portals support/tickets.I cannot find the configuration page, who can tell me where to configure it?

Hi, When I am creating an article, I add a link to another article from solutions. When I am trying to open the created link it is not allowing me and it opens the homepage although the link is reflecting. FYR we have closed common access to solutions. i.e. articles are available for our agents only. I use a lot of links and this would be really helpful if you could give me a solution to this.

We are using FreshDesk with a couple of different O365 mailboxes, these mailboxes are integrated in FreshDesk via built in function to add O365 mailboxesWe experience that the credentials expire and when looking at the Sign In logs in Entra ID (Azure AD) I can see it complains about the refresh token has expired.Is anyone else experiencing this issue and/or has a solution?My thought was that the Refresh token should be refreshed at each login which happens multiple times per day, according to the logs.Clicking the “Sign in with Microsoft”-button and logging in again solves the problem, until the next time, I think 90 days later which is a time out value in O365 so seems likely. But question remains, should not the token be renewed bye FreshDesk when fetching/sending mails?

Does anyone have a way to schedule tickets for a specific date. We have requests come in to update certain things on a specific date but at the moment we are having to track these outside of freshdesk. The agents are the ones making the updates but we don’t want to have to leave the tickets open and manually search through them. 

I’ve read similar Questions and Ideas, but this feature does not appear to be implemented yet:Is it possible for Freshdesk Collaborator Agents to receive email notifications for any new Forum activity, ideally for all forums, but at least for a particular forum?Not just for a particular forum topic/post.This feature will enable Collaborator Agents to know if there are new forum posts without having to go the the Forum to check all the time.

Struggling to collect payments on overdue invoices? You're not alone. Many businesses face this challenge. In a recent discussion about efficient debt collection solutions, I came across Zindoit (Zindoit). They offer a flat-rate legal approach that seems much more affordable than traditional agencies. Anyone else tried them?

I’ve chatted on the chat bubble and they’ve ironically opened a ticket about my issue -  which no one is responding to.  The password changed on the email address that we use for freshdesk (O365). We have Authenticated SMTP allowed on that.If I log in on chrome, there are apparently no issues, but no tickets are getting through. If I log in on Edge, it tells me that the credentials have expired. On either browser, I can log into the account with the new password and it says sign in sucessfull, but then I either get an error saying ‘Error while authenticating the smtp sever…..’ or I get ‘We’re sorry, something went wrong...’I have tried other email addresses as well (that also have authenticated SMTP allowed on them) and I get the same message. Is there something we need to change in O365 admin to get this working (other than the authenticated smtp box)? Any help would be appreciated.  

Hello,I’m trying to troubleshoot integration of third-party communications, and I’m wondering if it’s a technical limitation, or just an error I’ve overlooked somewhere.Due to the high number of issues one of our vendor’s software is generating, we’re currently having staff send their problems directly to the vendor’s technical support team, while copying our helpdesk into the CC field. This generates a ticket on our helpdesk that we can then assign & categorise for later.However, in the email conversations that ensue, while the requestor’s replies to the vendor are captured and added to the ticket, the vendor’s replies aren’t, even though both sides are CCing the helpdesk. (Both sides’ emails are reaching the helpdesk email inbox)From what I understand of Freshdesk email threading ( https://support.freshdesk.com/en/support/solutions/articles/50000009268-overview-of-email-channel ), the vendor responses are following the necessary rules: Message-ID in the email header, and Email ad

So the question is basically the title. Our clients complain they always have to enter their filters again when checking the platform. Is there a way they can save their own filters (like agents can do?) or is there any plan for Freshdesk to save filters in a cookie so clients always land on the portal with their previously selected filters?

with the help of this thread I figured out how to hide an entire ticket field from all customer companies except customer 1. How do I go about only showing the ticket field for a few customers? like company 1 and company 6 Also this hides the drop down but does not hide the field label. Does anyone know how to remove the label as well? <script type="text/javascript">{% if portal.user.company_name <> "company 1")) %} document.addEventListener("DOMContentLoaded", function() { jQuery('#helpdesk_ticket_custom_field_cf_affected_geo_3014498').remove(); }); {% endif %}</script>

When a customer@differentemail.com sends an email in they will email servicedesk@email.com and sometimes CC accountmanager@email.com As expected this will create a ticket. If accountmanager@email.com then replies to the email  and removes customer@differentemail.com from the chain this is then added to the ticket as a public reply. This is less than ideal as these are internal comms and as the customer is removed from the chain the intention is to not have them receive the comms. Freshdesk adding it as a public response is undoing this. It should be added as a private note. There could be a number of reasons for the accountmanager initiating the conversation and we cannot always rely on the service desk to start a private thread and notify the accountmanager or forward the ticket out as a thread. Is there a work around for this? It is unlikely that users will change their behaviour to match any system requirements. 

Hi All,When we publish knowledge base articles through the portal, they currently display a timeline indicating when they were created on the customer portal's knowledge base. Is there any way to disable this timeline so that it does not appear on the published articles? We would prefer that only the content is shown without any indication of when it was posted or modified. Thank you. 

Hello ,We have configured our own custom mail box, our Domaine users receive notification from freshservice without any issue, but our users from Google and Yahoo don’t.this is only when sending notification using our email from freshservice, when sending an email from our email straight to requester mail they received it without any issue.I hoping someone run int the same issue 

We came across an issue that some emails were not delivered to some of our clients.3 emails were not delivered to 3 different clients.1 of the clients said that the email was in his spam folder but the other 2 said that they never received them.  

Since a few days we’ve been noticing the e-mails from agents often not being delivered.The message bounces back with a quite generic error:Reason: "The message did not reach this recipient after several attempts. This could be due to connection problems with the remote server or temporary problems, such as a full mailbox. Try resending the message after some time..  Any idea on this? It used to work fine for about 2-3 weeks before, new tickets stil get created so in general the inbound traffic works.Just to make sure I’ve also whitelisted the Freshdesk domain in our antispam filter in O365.It sometimes works and sometimes doesn’t, which is pretty frustrating for the agents and it ‘seems’ to happen mostly when there are 2+ recipients in the CC.