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Using Freshdesk
Portals, Emails & Other Channels

Portals, Emails & Other Channels

Using Freshdesk

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324 Topics

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MeriemNAIMContributor

asked in Portals, Emails & Other Channels

Users from Yahoo and Google don't receive notification

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

patrik.nordlundCommunity Debut

asked in Portals, Emails & Other Channels

Reauthorization required for Microsoft Office 365 OAuth mailbox, Refresh Token expired

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?

Steve.O.HFApprentice

asked in Portals, Emails & Other Channels

Emails from the same sender being merged into one ticket

Hello!We are experiencing an issue where multiple, separate emails, are being merged into one ticket. The emails are from the same sender and are being sent in fairly short successions. This is fairly common for us so I would really like to know how we can avoid these being merged.We have no “Merge” apps installed, so this is a freshdesk issue, has anyone else experienced this? Or has anyone found a solution?Thanks,

asked in Portals, Emails & Other Channels

Internal email responses create public replies

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.

LBlakeApprentice

asked in Portals, Emails & Other Channels

SMTP Error

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.

DJLTop Contributor

asked in Portals, Emails & Other Channels

status page visible in self service portal

Are there any widgets or steps on how i can make the status page visible when staff access the self service portal? Ideally i would like to see fif this can be linked to the service catalog

Susanne EwéoContributor

asked in Portals, Emails & Other Channels

How to hide one values in dropdown field?

What would be the script to hide one value from the ticket Type field on the customer portal?E.g. to hide value ‘Complaint’ from the Type field.

acn084Top Contributor

asked in Portals, Emails & Other Channels

display ticket field to certain companies

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>

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

Removing 'mark ticket as closed' button from Customer ticket view on the portal

Hi, slightly unusual request but we’d like to stop our customers from being able to use the ‘Mark Ticket as closed’ button from their ticket view on the portal. Anyone know if this can be done? It’s to stop tickets being closed without an agent adding resolution notes and sending out the CSAT survey etc. thanks

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

Vanity support URL or custom support URL in Fresh Service?

Hi allWe are running Fresh Service in MSP mode but would like to stick to just one portal URL for agents and customers. We want to change to a vanity or custom URL to become support.companyname.com rather than companyname.freshservice.comThis article seems to indicate a different method for MSP mode Setting up a custom domain for your service desk | Freshservice Rebranding : Freshservicebut I also came across this articleUsing a custom support URL and pointing the CNAME : Freshdesk Has anyone done this and can point me to the right method. We just want every URL our agents or our customers see to be support.companyname.com. I know I’ll need some kind of cname and possibly a certificate? thanksAndy

jinkzm786Apprentice

asked in Portals, Emails & Other Channels

How to add background Image on rectangle area of search bar?

Hello, I would like to edit the default theme of Freshdesk and want to add a background image on the search bar? How can I do that?

Ivan_CROTop Contributor

asked in Portals, Emails & Other Channels

Outbound email permissions

Hi,We have several email addresses in our Freshdesk instance, each email lands in different group and not all agents have permissions to access al groups.The issue is that all agents can create new email and send it as any of the emails registered in FD.Is there any way to block the users from using all addresses?

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

query re custom portals

Hi, bit of a noob question but we have the standard portal at FreshService;https://companyname.freshservice.com/support/homeAfter a user logs a ticket and then activates their account they get redirected to log onto this portal. We also have a custom portal configured we were going to use for customers;https://ouraccountname.companyname/support/home My ‘test’ customer account can sign into either portal and get the same view of cards, open tickets etc. So is there a way of making our custom portal ‘default’ for customers without them being redirected automatically to the standard portal if they click on a ticket link in an email. I’ve just clicked on a link for my test account to open a ticket and got directed tohttps://companyname.freshservice.com/support/tickets/54 thanks

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

Ticket logging via email - non whitelisted customers

Hi, I’ve configured some whitelist domains for our customers in the Admin - Portals - Settings - Email domain restriction.Do emails coming in that don’t meet this domain criteria for auto logging a ticket get logged anywhere? I know if a ticket is dropped for a deactivated customer contact the email goes to spam view but can’t find where the ‘dropped’ emails go in the system. ThanksAndy

alltechplusApprentice

asked in Portals, Emails & Other Channels

You have been restricted from accessing this helpdesk page

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.

SilviaContributor

asked in Portals, Emails & Other Channels

how to hide the agent name in the portal

Hi, I would like the name of the agent answering the ticket to not be shown in the customer portal. it's possible? Thank you

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

LaurentiuApprentice

asked in Portals, Emails & Other Channels

DKIM setup request gmail

Hello, I have “maybe” a problem with this request to configure DKIM.In my account shows that i have 2 domain names to configure:gmail.commycompany.comFor dns records I’m using cloudflare. so it was easy to verify “mycompany.com” - tooks seconds Now, what about google.com (gmail.com)Why should I update on gmail? Our suport helpdesk receives emails to one address only: helpdesk@mycompany.com. this is managed (like all our emails) indeed, on google workspace, but, the dns records are all managed on cloudflare - it doesn’t matter who is the registrant of this domain name. and now, let’s asume that… I HAVE TO CONFIGURE on gmail as well - where I can find this , where should be configured? Thank you,Laurentiu

JaapbgSkilled Expert

asked in Portals, Emails & Other Channels

Hide agent name from portal ticket list snippet

I was able to hide the agent name from the ticket details with;jQuery('#ticket-field-agent').hide();And some other fields like this; var SupportForm = ['helpdesk_ticket_priority'] SupportForm.map(function(field_id){ jQuery('#'+field_id).parents('.controls ').remove(); })However the agent name is still showing to our customers in the ticket list view on the portal.{% snippet ticket_list %} The agent name doesn’t have a field id or it’s own div here, I could hide the whole help-text line but that would also remove the created by and created date information from the list view.I need to only hide the agent nameHow can I achieve this?

DennisGlobalApprentice

asked in Portals, Emails & Other Channels

Emailing Articles

When we want to email a Suggested Solution as Inserted Content, the footer logo's get sized 3x or more when recieved in the email.How can we prevent this?Article:Email:Comparison: Any help would be appreciated.

edward.kimTop Contributor

asked in Portals, Emails & Other Channels

Is 'Change' ticket only available for Requesters to submit using Home Portal or can Agents also submit it?

Hello, Our team has been looking to make use of ‘Change’ ticket’ (https://support.freshservice.com/en/support/solutions/articles/50000001761-requesting-changes). From what we checked on the Portal page, it seems only Requesters are able to submit a Change ticket. Is there a way to allow Agents user to also use the form to submit or could someone please confirm if it’s only available for Requesters user? Thank you

JDCQApprentice

asked in Portals, Emails & Other Channels

Adjust description field size for customers

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.

WhysynApprentice

asked in Portals, Emails & Other Channels

Changed Global Support Mail, emails not sending

Good evening,We were testing Freshdesk (free tier) and decided to change our support email before going live.I’ve configured and logged in to the new address (365 integration) and it receives messages and creates tickets fine, but it does not send anything back to clients. The verification email never arrives, but I know we’re logging in and working since inbound emails are creating tickets.We’re hoping to go live as soon as possible, thanks for any pointers to get this fixed.~Whysyn

JUANCARLOSApprentice

asked in Portals, Emails & Other Channels

FRESHDESK Multiple sessions and multiple devices for one agent

Hi how are things?Maybe you can help me.For my small business, I want to buy the growth plan, with an agent, my question: how many parallel simultaneous sessions can that agent have? Can you have multiple simultaneous sessions on different devices?Thank you

vedkApprentice

asked in Portals, Emails & Other Channels

Render 2 Widgets on Same Page

Hi, I am trying to render two widgets on the same page. But at a given moment of time only one widget is visible . Please let me know whether if its possible to render two widgets. If yes please share if any documentation is available. Currently trying to render like this.

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