Portals, Emails & Other Channels

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

Can anyone help me with CSS or HTML that will help me change the color of my search box located at the left sidebar. Please check at Leopards tracking website.

Hi all.I face with an problem implementing a custom theme for our portal home page.we try to display a list of categories. each item need to link the category page with a list of articles.out template look like this:{% for category in portal.solution_categories %} {% if category.folders_count > 0 %} <div class="item"> <a href="{{category.url}}"> <img src="example.png" alt="{{category.name}}" /> <p>{{category.name}}</p> </a> </div> {% endif %}{% endfor %}the the problem is with the URL generated from category.url.the generated URL is incorect and point to not existing page which lead to redirect back to home page.generated URL example: /support/solutions/72000072176the original templete generate rigth URL: /support/solutions/folders/72000105646original template example:{{ category.name | link_to: category.url }} (which

We need to do a redesign of the portal, we have bought 2 themes but we are lacking the necesary skills to make it work properly. We have a clear idea in out mind, we have the CSS file already done according to the brand guidelines but we need to make it work.

Dear all,we have various portals within Freshdesk, which we use for internal users i.e. as knowledge base. In order to have a smooth login process, i’d like to add SSO for those portals. The admin configuration has been done and works. If i go the the agents login i see SSO as a button and this works fine.Now i want to have the same button for my portals, but don’t find any code, which can be used. I’m not a developer, but if i could get the code do create the button and then call the SSO, i believe i can get around with it.Anyone, who could help me here and send me the necessary code?Thanks a lot in advance,Udo

I noticed a couple of customers would write in using agents' first and last names.We tested by sending and reply to a couple of emails to and from ourselves but didn't see the agent name. We think they may be seeing it when logged into the helpdesk. We're not able to change agent name in Freshdesk, but agents changed their names in their freshworks profiles? Will this resolve the issue? The changes aren't reflecting in the "agents" section of fresh desk.

So I just realized that I have load of tickets in the Freshdesk system, and I didn’t get notification about any of them…Under settings → Email Notifications all Agent Notifications are checked and enabled.Any idea what’s happening? It’s not in the junkmail, I receive notification about tickets sent via e-mail… But not widget...

Hello to the community, Our company have concerns that seems to be occuring in multiple account. After a look to the support, I was not able to find a precise answer to this problem. By advance, thank you for the help you could provide. First problem :Sometimes, when our customers respond to a mail sent from one of our freshdesk mailbox (contact@ or order@ for instance), using the “forwarding” or “answering” option, some of them never reach freshdesk. It means that we have an initial ticket with the original mail but nothing more (no new ticket or new message on the original ticket ID). It does not seem to follow any pattern, because we still receive some response. Is it possibly associated to the Gmail account parameters that prevent some to land in freshdesk feed in some cases ? That is a bit frustrating to answer to upset clients without being able to catch their answer in a first place. Second problem : Also, we have another concern where forwarded email do not make it either (exam

Has anyone had success adding the (4) CNAME records to Network Solutions so that the Freshdesk DKIM Verification check succeeds?  I am unable to verify despite using both the NS Account Manager New or Classic interface.  Below is an example for one record and where I am placing the values. Type = CNAMERefers to = Other Host [tritacSG.com]Host Name = algsq._domainkey.tritacSG.comAlias to = wl638460s1.domainkey.freshemail.ioTTL = 2 Hours Should I be making different selections or value placements to build the CNAME records correctly to pass verification? Thanks!  

I am worked in Portal customization.  i saved the page and publish . but go to the customer portal is not working. Always The customer portal shows default current theme. 

Hi Team,Everytime I login to the portal, or reload the page, I am greeted with the attached banner. The banner is regarding a change in permission of my user by another admin user. I have received this notification 20+ times in a day and is starting to get irritating. 

To have multiple ticket forms available for agent portal as well

This is an intermittent error linked to trying to create a new outbound email - I can’t replicate it but I get enough occasional reports from agents that I I do believe it is a legitimate issue My first guess is that these would be for contacts that do not yet exist in the contact DB and the call to create the record at time of email send is failing but as this is not reproducible I can’t really get FD support to look at failure logs or anything. Anyone else encountering this  Unlike the post here the DKIM and SPF for this outbound email account are fully verified and this only happens occasionally (maybe 1 email in 10,000) so I don’t think it is a system setting issue

My parent organisation’s IT team has updated its CNAME records as instructed, but my DKIM settings still cannot be verified. The email address we’d like to use is a subdomain of the parent organisation, for example:organisation = org.ac.ukdepartment = dept.org.ac.ukIf that’s the cause of the problem, could you please suggest a workaround or alternative advice?Thanks a lot, Alastair

Hello, I am James from Chicago. I'd want to change the default Freshdesk theme and add a background image to the search bar.How am I going to do that?

Hello everyone! Is there a way to automatically assign the requestor of a ticket based on the currently logged in user? Our Freshdesk system is for internal use only so all requestors have a login to the portal.  Can we pre-populate the requestor field with the logged in user name?Thanks!Mike

Hi everyone.Hope you are doing well. Right now im bulding and end user app and I would like to know if its possible to hide this fields in new submit ticket in user portal:   and show that fields in the user portal ticket:  Is that possible?I would like to know too if its possible to print information in those field that are only visible in ticket details:   

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?

We are using the Freshdesk as our support portal and have some queries regarding the filters available from the customer end.Our customers have requested that they should be able to filter out the tickets according to ‘Feature requests’ and ‘Support cases’ on their end.We have reviewed the configuration and were planning to add a ‘feature request’ type field in the ticket details. The type field will be displayed to the customers while creating a new ticket and they would be able to select whether the ticket is a feature request or a support case.No filter available at the customer's end to filter out these ‘feature request’ tickets separately when they view all their tickets.Could you please confirm if there is any other better way to achieve this requirement? Can you consider this a enhancement request to add type filter on support portal?

I have several portals and I need to know who has registered for each portal. It does not matter if they have or have not made ticketsI need some good practices, tips, strategies to achieve this.Has anyone been through this??

 In my support portal, in the forum tab, when you change the language (from Spanish to English) some elements such as forum types: questions, announcements, are not translated. I attach a photo