Portals, Emails & Other Channels

Hello,Sometimes I will have a long discussion with a customer and we will exchanged a lot of e-mails.It could happen that I need to add an answer with a different color to an older e-mail in the thread.But as I have found out, Freshdesk doesn’t allow more than 5 conversations in the quoted text section when you reply to a client. Can you please remove this limit?I feel this slows down the work.I had copy and paste the old e-mail I wanted to my response after I extended the quoted text.You could do the same as Outlook and just leave all the e-mails in the thread. Yes, you can see all the e-mail in the Portal.Yes, the users have all the e-mails that were sent to them.But by not having all the responses in one e-mail, they have to keep on jumping thru all the e-mails until they find the one they need.This happened to me with the ticket I raised to Freshdesk for asking about this. Regards,Silviu  

I have the problem that the tickets are automatically created from Webshobestellung, when I now respond to the ticket is the recipient always the webshop mail and in the CC the customer mail I would like to swap this automatically?

Dear Community, Currently trying to configure our first FreshDesk account, until now we used a Microsoft shared mailbox for our customers requests.Can I use this existing shared mailbox to transfer to FreshDesk?Until now, I did not manage. Thank you!

I would like to be able to show known issues at the top of ticket submission before a user submits a ticket. Something as simple as “Website xyz.com is down right now. Will update when status changes” to maybe avoid duplicate tickets getting posted. Is this possible?

We are currently evaluating freshdesk and therefore have created a new office 365 mailbox which we have connected to the freshdesk. The setup is working quite well - incomming emails create a new ticket which can be answered within the freshdesk application. However I am now wondering if it is possible to reply to a customers ticket directly from the email client (outlook) without opening first the freshdesk application.I have observed that when I reply to a ticket message that my response will be added by freshdesk to the ticket history. But my response is not forwarded to the customer. Do I miss an important setting or is freshdesk just not thought to be used directly from outlook?  

I am Free user.  Which Plan can I rent to customaze My knowledge base? https://soulinternational.freshdesk.com/support/home

We are in process of integrating our calling widget within Freshdesk using an iFrame. So, is there any way we can resize that iFrame modal as per our requirement.

When forwarding questions to the Freshdesk address, our email server (united domains) does not transmit the sender email address of the questioner, but our own email address. Can I accept any settings so that I don't have to manually update the sender email address?

Hi,I’m on the Pro plan.We have a portal setup with the default language set to Dutch.We only have 1 language for the portal.The dutch portal comes with standard labels, I would like to modify them.Is there an easy way to do this without adding additional languages?Thx,Bernaert Dominique  

We have 4 widgets embedded on 4 different websites, two of them as "simple contact form" and two as "advanced form with ticket fields". Now we want to change a simple widget and add another (dropdown) field. But the simple widget cannot be edited. And the extended contact form or the individual ticket fields (under "Admin - Ticket fields") cannot be edited without the changes also affecting the other two widgets. But this should not happen. Is it possible to define per widget which ticket fields should be used? Unfortunately, we have not found a simple way. I did a little search on the internet and it looks like yes it is possible, but only through "Admin - Portals". But we also have only one "Admin - Portal".Is there another way to simply add another field to the simple contact widget? We are no developer, so it would be very helpful if we can get a detailed step by step instructions on how to do that.Thanks in advance.

Can someone help me change the Card Descriptions in the portal ?

Hello, we are using the Help Widget in our Application to allow Logged In Users to create support ticket requests without having to leave the application. One of the topics they can create a ticket for is to report a bug they’ve encountered while using our application. When an error happens in our software, we create a Bug Report that allows our team to better troubleshoot the issue. So in the Help Widget, I created a multi-line form field to allow the User to paste the content of the Bug Report and send it.However, it seems that after a certain number of lines, the multi-line form field drops the remaining information. Since you run your own software platform you can imagine that when someone is trying to give details of what is happening, it’s rather inconvenient when they run out of space and you can’t get the full story.That’s exactly what is happening to us. When they paste the Bug Report text, we get the majority of the information but the most crucial data is being clipped and n

Hi, We are looking at portal customisation and we would really like to display some custom fields from a user’s profile on the New Ticket page. I was looking at the available placeholders, and I am not sure if this is possible. For example, we can use {{portal.user.phone}} to return the ‘work phone’ field, I can’t see any placeholders that could return a custom field in a user profile. I just wondered if this was possible / any advice. Thanks!

When cloning a viz, I’m getting a blank widget. Is this supposed to happen?

Is there any way to get the Message-ID of a particular inbound email via the API?We have an add-in in FD that calls our NLP and RPA service to receive information on a particular ticket.  Our system gets a copy of the email from the server and our add-in needs to lookup on our server using the Message-ID to find the relevant data. example Message-ID: 16D101B2BAD9744E91645834BFE9F52D032CFB36D5@aaa.bbb.ccc  Thanks! 

Hi Team,We have setup out Office365 mailbox forwarding to the freshdesk mail ID and post that we are continuously receiving the mail delivery failure notifications.We have hence not been able to route our support emails to the Fresh Desk system.Could someone please help here.Thanks in Advance. 

Can someone help me change the Card Descriptions in the portal ?

Hi,Can anyone tell me where and how to change the Telephone Icon in the Footer to an Email iconWhen I go to Admin | Portals | highlight the portal I wish to edit | Edit | Branding : I get the choice to enter a Contact us textSo I wish to know, where and how, within  Admin | Portals | “SiteName” | Edit current theme | Pages .can I swap out the telephone icon for an email icon ThanksKeith

My task is to add icon in `cti_global_sidebar` which will open email client with some populated info. How can I do that? the problem with default thing I don’t need that popover at all I want to run it in background. And it must be placed at that sidebar

How do I remove close button in widget popup using CSS or JS?

We are trialing out the free trial and we are getting the following error when trying to send out outgoing emails - anyone know how we can address this to ensure we can send emails out. “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” 

Can anyone help me with some CSS or HTML that will change the “Login to submit a new ticket” text to read (and which portal customization box to drop it in):“Subscribe for full access”? 

Hi,we recently set up the company support portal but we are facing an issue: emails sent to the support email address, as well as replies to existing tickets via email, get lost somewhere. When a customer sends an email no ticket is created or updated if already existing. Already checked settings and all seems correct. Someone got any idea? Thank you. Mauro

Possibility to open a ticket seems to be restricted for some reason on https://aysa-support.freshdesk.com/Always displays a message “We are sorry. You have been restricted from accessing this helpdesk page.”help please 🙏🏻

Hello guys, I’m new user on freshdesk. Actually, i Discover the system and i’m very happy to us, it’s a powerfull solutions for my company and my teams.  Unfortunately , i’have an issue when i close i tickets from my client i will explain this with a quick resume/exemple Step by step.   My client create a ticket I update the ticket with a message that i send Client update the ticket with his response  I close this ticket with my response and i click on the action ‘’ send and  set as close “  When i use this button, the customer receive two mails First mail contain my last response  Second Mail contain my last response and the statut close.  What’s the best practice to send one unique e-mail to the customer ?  I did few tests  with succes Use button ‘’close’’ + shift → One notification but the system don’t show the last comment-Disable costumer notification when a agent close the ticket  and create a  automations Rules  (when an agent close/resolve a ticket, send it a email with the sta