Portals, Emails & Other Channels

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

When on the email settings page I would like to add my company email address to the mail server.When I click Mail Server and USE your existing support email. I select MS Office 365 for both  in and out.I get a successful message that I have connected to the microsoft account. When I SAVE the settings I get this error:“Error while authenticating the smtp server. Please verify server name, port and credentials”I’ve also tried to choose ‘OTHER’ and set it up manually, I get the same error.

Hi AllMy site https://bsd.freshdesk.com/support/solutions/articles/67000667081-t%C3%A0i-li%E1%BB%87u-gi%E1%BB%9Bi-thi%E1%BB%87u-gi%E1%BA%A3i-ph%C3%A1p-odoo-b%E1%BA%A5t-%C4%91%E1%BB%99ng-s%E1%BA%A3n That, I need change default font and normal size - Could you help me how to do it?Thanks in advanceTruong Dai

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?

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!

Freshdesk seems to not sending emails anymore from our account, since few days ago. Any clues? 

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:postmaster@outlook.comYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. For more information please go to http://go.microsoft.com/fwlink/?LinkId=526653 AS(8561) [ME3P282MB1553.AUSP282.PROD.OUTLOOK.COM]'Original message headers:Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458%5]) with mapi id 15.20.51

Does anyone know what the source IP ranges are for Freshdesk? Our Mimecast is rejecting emails as Freshdesk is sending out as our support account. Cheers

I have my portal iframed inside my website.  Everything works fine but when someone clicks login or sign up we get this error…  justine.freshdesk.com refused to connect. I think my portal settings are correct but maybe not.  Any ideas? 

My Customer Support team gets tickets from customers, which require an email to one of our vendors. We use the forward feature to email the vendor to get information. When a vendor is out of the office and has their auto reply on, the out of office emails do not make it back to the original ticket, nor do they create a new ticket. Has anyone else come across this issue? They do not end up in Spam or Trash and we do not use the auto response feature that keeps a ticket closed.

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!

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.

Is it possible to schedule or delay the responses to the TICKETS for the start of the next business hours?AttnGustavo Santa

Hi freshdesk Why are you allowing your platform to be used to send out phishing emails?! 

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?

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,     I’m having quite the trouble setting up Freshdesk and am doing so in an attempt to set up our company’s first IT Helpdesk and general Kbase solution.  I believe Freshdesk offers everything I need, but if I can’t get this figured out soon I will have to find a different solution.  I’m hoping this Topic post gets a fast response.    I have a custom domain for Freshworks SSO w/ Okta.  This works, without issue.  I also have a custom domain portal for my contacts (employees) to use.  When I create a Freshworks custom policy for SSO, so that my contacts can authenticate with Okta via the Custom Domain Freshdesk Portal, it asks me to select from a list of services - of which it refers to the original Freshdesk Support Desk domain name (not the custom Portal name - I suspect this is only referring to the account and not an issue).  Thus the problems begin: From Okta SSO: I click the new tile for Freshdesk, expecting to land on the Portal, and it takes me to a page at my Freshworks

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 

Hey, Sorry if I am missing the obvious here but there has to be a way to embed the widgets (submission of tickets) onto a modern sharepoint site? Me and my team use sharepoints throughout our business and it would be really useful if we could embed the widgets so users can log tickets as they’re working in the environments.ThanksNick

I’m new to freshdesk, so I don’t really know if this is already implemented. Is there anyway that I can create a ticket (as an agent) from a message?I’ve searced and all I could find is that it might exist for freshservice.

Hello,Same problem as other tickets, unable to create a ticket : 403 Forbiddenhttps://support.freshdesk.com/support/discussions/topics/50000002794https://support.freshdesk.com/support/discussions/topics/50000002785Regards,-- Cyril Trümpler

When the customer replies to a ticket from his mailbox, the conversation history is resent, How can avoid this kind of behavior?

We have several email addresses and groups in Freshdesk. In some groups, when replying to a ticket we can change the from email address via dropdown, but not in others. It doesn't matter if you are an agent or admin. Why is that and where can I activate or deactivate this?Many thanks in advance.

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,

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?