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Portals, Emails & Other Channels

Portals, Emails & Other Channels

Using Freshdesk

357 Posts
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357 Posts

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!

asked in Portals, Emails & Other Channels

Email notifications not sending on submission of new ticket

We’ve recently started experiencing an issue whereby email notifications for both internal support group members and the requester are no longer being sent/received on submission of a new support case via email.Email notifs are being sent when actions are being taken on the ticket (e.g. status updated, etc.) however not on submission (which acknowledges that the ticket was received, alerts team members of a new case, etc.)I’ve seen references to possible sending issues caused by Freshworks imposed blocks due to high spam volumes (which we’ve been experiencing). Any help from an official Freshdesk agent on the matter would be greatly appreciated.

JAC21Apprentice

asked in Portals, Emails & Other Channels

Responding to an email and the previous responses are missing?

I am finding I go to reply to an email chain and when I click the reply button the response email doesn’t include any history of the previous email correspondence?

pgiraltApprentice

asked in Portals, Emails & Other Channels

We are sorry. You have been restricted from accessing this helpdesk page.

I’m having a problem submitting tickets on our site - raleighschool.freshdesk.com. After submitting a ticket, I get the error “We are sorry. You have been restricted from accessing this helpdesk page.” In looking at other tickets other customers have posted, it looks like Freshdesk support needs to do something to fix it. Can someone take a look? -Paul

SCARLETTBOLTONApprentice

asked in Portals, Emails & Other Channels

Image on signature shows enlarged on recipients email

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks

Loganol01Apprentice

asked in Portals, Emails & Other Channels

Anyone experiencing latency issues with email

stevenjo57Apprentice

asked in Portals, Emails & Other Channels

Why so old Google reCaptcha?

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights. Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it.How do we get a new version of reCaptcha on our support form? One like this?

andrersCommunity Debut

asked in Portals, Emails & Other Channels

Create Ticket Problem - Portal

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

GavHarksApprentice

asked in Portals, Emails & Other Channels

MS Team Intergartion

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.

TintinSkilled Expert

asked in Portals, Emails & Other Channels

Position should be from

Does anyone here experience this issue. See attached screenshot,

TintinSkilled Expert

asked in Portals, Emails & Other Channels

Ticket Fields disappeared from ticket forms portal

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

ramijamesApprentice

asked in Portals, Emails & Other Channels

Adding a Google group as a secondary support email

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.

Lars SkjønbergApprentice

asked 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

joshvengleyContributor

asked in Portals, Emails & Other Channels

Email Delivery Latency with Ticket updates and Creation

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?

ahynesApprentice

asked in Portals, Emails & Other Channels

Customer Portal - Sort Messages Feature MISSING

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.

EVDVApprentice

asked in Portals, Emails & Other Channels

How can I get the parent id in the same line as the child ticket in an export of tickets?

how can you get an export from freshdesk where in the child tickets the ticket id of the parent item is also included? Now you only have the relation (parent or child) but when you have a child ticket, it would be useful to have the number of the parent ticket in the export for reporting purposes. Anyone has an idea?

hraynerApprentice

asked in Portals, Emails & Other Channels

Removing Customer Support Portal

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!

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?

Julio AzevedoContributor

asked in Portals, Emails & Other Channels

Why outgoing emails are blocked for my account ?

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,

EvanApprentice

asked in Portals, Emails & Other Channels

Why outgoing emails are blocked for my account ?

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 ?

Avinash08127Community Debut

asked in Portals, Emails & Other Channels

How do I access ticket_list snippet on Portal Home and how do I customize the new_ticket_Form snippet?

We want to modify Customer Portal in Freshdesk but when we try to bring the snippet ticket_list on Portal Home page, it gives Liquid error. Adding snippet new_ticket_form works. Also, how do we customize the new_ticket_Form, we want to change the dropdowns to card view.

uvebrundalApprentice

asked in Portals, Emails & Other Channels

Web Forms with Conditional Logic

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!

christian SchoemaNCommunity Debut

asked in Portals, Emails & Other Channels

FreshDesk replies don't group by conversation

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.

wonderkindApprentice

asked in Portals, Emails & Other Channels

customer can't submit new topics - access restricted

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

JulianFApprentice

asked in Portals, Emails & Other Channels

FreshDesk to FresDesk

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

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