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Using Freshdesk

  • 277 Topics
  • 778 Replies

277 Topics

jwicker
Top Contributor
jwickerTop Contributor
asked in Portals, Emails & Other Channels

CAPTCHA Fails on Widget

We have the widget on our website with the CAPTCHA required to contact us. The CAPTCHA recently started having problems late last week and our customers were not able to contact us. We sent test emails and received the same error message.No matter what you do, you cannot get around the CAPTCHA as it always states that it fails. So I had to remove the CAPTCHA requirement for the time being. I raised a ticket regarding this matter on Wednesday but it seems that it is still being worked on. Is anyone else experiencing this issue and is a fix in progress?

7
M
Community Debut
18 hours ago
Malfie P
Apprentice
Malfie PApprentice
asked in Portals, Emails & Other Channels

Yahoo recipients are not receiving emails

Some of our Yahoo recipients are not receiving our emails, there an ongoing issue on this? 

4
M
Community Debut
1 day ago
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Contributor
renuContributor
asked in Portals, Emails & Other Channels

When we configure the support email address under admin setting the customer wants to enable the 2FA so that only authorised SaaS application can access their email server... example by using MS Graph API. Does Freshdesk support the same ?

When we configure the support email address under admin setting the customer wants to enable the 2FA so that only authorised SaaS application can access their email server... example by using MS Graph API. Does Freshdesk support the same ?

0
R
Contributor
1 day ago
daffazhafirin
Apprentice
daffazhafirinApprentice
asked in Portals, Emails & Other Channels

How to fix Email rejected due to an unexpected error ?

I receive the error message "Email rejected due to an unexpected error. Please try again after sometime." when I attempt to send an email to our customer.Please help me solve this problem and how can I recognise the problem specifically. thanks

4
stellarhomes
Community Debut
3 days ago
Sparkmodapk
Apprentice
SparkmodapkApprentice
posted in Portals, Emails & Other Channels

Integrating Freshdesk with Your Website

Hello,I am using Freshdesk as my customer support platform, and I would like to know how to integrate my website with Freshdesk. My website is URL. I want to enable seamless ticket submission and provide a support widget on my website for my customers to easily reach out to me.Could you please guide me on how to integrate my website with Freshdesk and customize the support widget to match my website's branding?Thank you!

2
charlesmc
Community Debut
6 days ago
nance7
Apprentice
nance7Apprentice
asked in Portals, Emails & Other Channels

Categories' Font Color

Is there a way to change the categories' font color so the viewer can see them better? The font color is a very light gray and is not noticeable for viewers. 

37
Igviews2023
Community Debut
8 days ago
sommardahl
Apprentice
sommardahlApprentice
asked in Portals, Emails & Other Channels

Rename the "Example" product.

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?

4
Kamakshi V
Community Manager
9 days ago
ollygogo
Contributor
ollygogoContributor
asked in Portals, Emails & Other Channels

"Example" Product In Ticket Fields! How To Rename That?

We have this product field showing up in ticket field. May I know how to remove it or atleast rename the “example” product?It is a little annoying! 

7
eeha0120
Skilled Expert
10 days ago
N
Apprentice
nisbApprentice
asked in Portals, Emails & Other Channels

show ticket options on portal for customer segment

Hi all, I’m trying to hide the ticket options in the portal for all but one segment of our customers. I have these customers separated in to an “Admin” segment. I see a snippet to hide the ticket options alltogether, but not for a specific segment. I was given the placeholder portal.user.segment, but I’m not great as CSS and can’t figure it out! Can anyone help?  the snippet I saw in another thread to hide tickets all together from the portal: #header-tabs a:nth-child(4){ display:none;}.footer-links a:nth-child(4){ display:none;}

1
eeha0120
Skilled Expert
19 days ago
L
Apprentice
Lars SkjønbergApprentice
posted in Portals, Emails & Other Channels

Freshdesk very long SPF record is a problem

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

24
jamesmichael3433
Community Debut
22 days ago
JulianeB
Skilled Expert
JulianeBSkilled Expert
asked in Portals, Emails & Other Channels

Can I schedule recurring mails from Freshdesk

Hi,Part of activity is recurring and we need to remind some of our customers to send us specific information/document every month / every quarter / every year.I know which companies have to receive those messages from my custom fields.Can I schedule from Freshdesk a recurring automatic email that would create a ticket so that my customer only have to answer to it ? Today, I use Blossom.

4
arunrajkumar
Community Debut
26 days ago
A
Skilled Expert
anthonys123
asked in Portals, Emails & Other Channels

Scheduling tickets with Outlook Calendar.

Since this basic function isn’t built-in to one of leading ticketing systems, how are people scheduling tickets with Outlook? I’ve asked about Outlook Calendar integration with support chat and via direct email to support@freshdesk.com. Freshdesk has not provided a response.   There’s not even a ‘calendar’ tag available in this forum. Are people just not using calendars any more? How to you schedule your day and week? 

8
arunrajkumar
Community Debut
26 days ago
G
Apprentice
Giles ButlerApprentice
asked in Portals, Emails & Other Channels

Inconsistent Font Sizes between emails (and signatures) created in Freshsales and other applications such as MS Outlook, MS Word, Google Docs etc

We have encountered issues with font sizes in Freshsales Suite that are known previously by other customers and make Freshsales Suite unusable for outbound emailing.   I wondered if anyone across the community had encountered the same issues and/or had found a workaround. The Freshsales support desk highlighted that we should factor in a magnification of 1.33 when choosing font sizes in Freshsales as when any email is received in other applications like Gmail, m365, outlook they will be displayed in a smaller font.  Whilst annoying to have to calculate font sizes so that they appear in the normal range of font size 11-12 I have since found out that Freshsales has a gap in font sizes.   8,8,10,11,12,14,18 …..  To cope with a 1.33 magnification a font size selection in Freshsales of 13, 15 or 16 needs to be available to create a resulting 11-12 size font in other applications.  The support desk suggested a work around in changing the HTML code but then admitted that the change wouldn’t w

0
G
Apprentice
27 days ago
M
Apprentice
MaggieMHaganApprentice
asked in Portals, Emails & Other Channels

Customer Portal - Hide Internal Tickets

Hello, We are interested in utilizing the customer portal feature, but are looking for a way to hide our internal notes. We essentially created a contact (for example contact name would follow this scheme ‘Internal Notes - TiresRUs 00300’ ‘Internal Notes - TiresTireTire 00400’ etc.) for every dealer within our system. We then link this contact to the company in the name. This contact is used when we don’t have the person who called in as a contact or when we have a meeting with a large group from that company or even when we want to make internal notes about their account. The issue we are running into is that if we give the user access to see all tickets on their portal (all tickets for anyone with the company) then they could then see our internal notes tickets as the generic contact is tied to the company. See the dilemma? We are using private notes, so while the customer could not see detail, they could still see a ticket out there and it could lead to unnecessary questions.  Has a

5
Aswin Ayapparaj
Community Debut
1 month ago
gabriel.amarodaluz
Apprentice
gabriel.amarodaluzApprentice
asked in Portals, Emails & Other Channels

Portal access rights

Hello, I have 2 different portals in my organization, one is internal and another external.Today I can see that if someone uses the URL of the internal portal, they can access it and create tickets because the Everyone is set to create tickets in the portal options. Here is the current configuration: Is it possible to make the internal portal only accessible by internal people? 

1
eeha0120
Skilled Expert
1 month ago
Jirat
Apprentice
JiratApprentice
asked in Portals, Emails & Other Channels

How long does it take to fix blocked outgoing emails problem?

I am configuring a Freshdesk demo account which is needed for a demo tomorrow. I encountered this: “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” first thing in the morning.  Had a chat with customer specialist and open a ticket myself, but the problem still persisted. We have lost more than half a day of preparation already. What are your experiences? How long did it take Freshworks to resolve your problems when you faced similar problem? Shall I forget about what I have prepared so far and create another trial and redo everything? I have around 22 hours before the demo. 

0
Jirat
Apprentice
1 month ago
owengab
Apprentice
owengabApprentice
asked in Portals, Emails & Other Channels

embeds breaking issue

is there anyone facing Facebook and Instagram oEmbeds Breaking Issue?? 

5
dmobaaa
Community Debut
1 month ago
MikeBruns
Apprentice
MikeBrunsApprentice
asked in Portals, Emails & Other Channels

Bug with missing text from email.

We have occasional issues where a ticket created via email, is missing text.   Weirdly enough, the only time it happens, is when the text is copied/pasted from the McMaster-Carr Website.  ============For example, here is the text in the service account’s email.  Google Business Workspace or whatever Google is calling their business email these days.  This is the same text in the Freshdesk ticket: ===========================I opened up a support ticket, but the response was to have the original website change their HTML.  Unfortunately not an option.Has anyone else seen this or have a workaround?

0
MikeBruns
Apprentice
1 month ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Portals, Emails & Other Channels

Only Specific Service Items showing in Portal

We want to simplify the Portal for certain users and limit the service items visible to them.  We don’t want to restrict those items for other groups, so I cannot say “only visible to” option because it needs to be visible to everyone, but for this group limit only seeing a subset of the service catalog?  Any ideas? For example, for our walk-up Radio shop, we want the service catalog for those users logged in to only show Radio items.  

0
S
Skilled Expert
1 month ago
alex892
Apprentice
alex892Apprentice
asked in Portals, Emails & Other Channels

Google stopped indexing my pages of the customer portal because of alternate with canonical tag.

I have been working on a customer portal last year and everything was working fine after publishing it (the SEO was great!) One month ago I stumbled upon the analytics and saw that they dramatically decreased. The organic traffic was very small because Google was slowly taking down our solution articles (400+) and only 8 of them were still indexed.Most of the pages are in status discovered/crawled but not indexed. I checked in various threads and forums and it looks like it is because the main landing page has a wrong canonical defined. https://assistenza.zanichelli.it/support/home has this canonical declared: (https://assistenza.zanichelli.it/support/solutions). I define the canonical dynamically on the header so I don't have a way to manually specify the canonical for the main landingpage. <link rel="canonical" href="{{ meta.canonical }}">All the other article pages have a proper canonical (dynamically generated) but it looks like since the indexing of the main page fails, Goog

14
Hernandez
Community Debut
2 months ago
J
Apprentice
james.bourneApprentice
posted in Portals, Emails & Other Channels

Customising page header for advanced SEO

If anyone is wondering why their pages rank poorly on FreshDesk, one of the potential solutions is to customise your portal (Admin → Team → Portals → Customise Portal →  Layout & Pages → Portal Layout → Head) and setup the correct tags for inclusion.The FreshDesk “Head” defaults are poor / obsolete and will cause your pages to rank and spider poorly. If you edit the Head you will see the following default:<title>{{ meta.title }}</title>{{ meta | default_meta }}Your mileage may vary but I found you can replace the above with the following, using dynamic placeholders, to provide better page SEO. Remember to keep your page title to between 30 and 60 characters, and your page description between 50 and 160 characters. I hope this helps someone else out there struggling with FreshDesk’s poor SEO capabilities.<!-- Replace "Your Site" with your actual site name --><!-- Replace "Your Company" with your actual company name --><title>{{ meta.title }}</title&g

4
stellarhomes
Community Debut
2 months ago
B
Skilled Expert
brownaeSkilled Expert
asked in Portals, Emails & Other Channels

Customizing SSO Login for Customer

Hi all- I’ve found some topics on this already, but the answers aren’t working for me. I want to update this section of the login page:Instead of having “Are you a customer?”, I want it to read “Do you have a WUSTL Key?”This is what I have tried so far on the login page:<script>jQuery(document).ready(function(){jQuery('.customer-login-link span').text("Do you have a WUSTL Key")});</script> It hasn’t changed anything. Can anyone advise please?

4
alyssia.correa
Community Manager
2 months ago
K
Apprentice
KarlosApprentice
asked in Portals, Emails & Other Channels

CSS in FreshDesk has serious limitations

Ok, so when styling up a portal in FreshDesk the CSS page under customization appears to be VERY limited.Single and double quotes are escaped into HTML safe variants @ symbols are simply not allowedGiven that these issues mean that ::after/::before pseudo classes can not have content added, and that media queries are also impossible, what gives? I understand that you do this to prevent DB injection by removing suspect characters, but it REALLY hamstrings the product.So, we’re forced now to have an external stylesheet to achieve what should be a simple matter.The product forces companies to do work around after work around after work around when it comes to both branding and forms.You guys really need to sort this out.Unless, of course, I’m missing something obvious? 

1
spencerketmw
Community Debut
2 months ago
S
Apprentice
SPLENDID WApprentice
asked in Portals, Emails & Other Channels

Sorting tickets based on contacts

Hello!Is it possible to sort tickets by contacts, e.g. using the provided name or email address of the contact?Or alternatively to have an overview of the number of tickets / tickets when viewing all contacts.We usually have several tickets from the same contact and overviewing them or sorting through them would be easier if we could sort tickets based on contact info.Greetings!

5
jerry76
2 months ago
A
Apprentice
AnDy_GRApprentice
asked in Portals, Emails & Other Channels

No SSO icon on the portal sign on page

Hi, we have 2 accounts with Freshworks, one Freshservice Enterprise and one Freshdesk free tier.  I have setup SSO in both and the authentication works fine.  On the FreshService instance sign-on page I get a button “Sign in with SSO”.  I don’t get the “Sign in with SSO” on the Freshdesk instance.  How can I make sure the Sign in with SSO button is available on the Freshdesk portal log on page?freshdesk logon page 

6
Lunatio
Community Debut
2 months ago

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