Portals, Emails & Other Channels

Hi All,I’m fairly new to Freshdesk but have been building a instance for my current company. As part of my Help Portal, I’m attempting to build an all-encompassing form that has some field multi-selects with inputs. I’ve read several Freshdesk help articles and tested quite a bit however I’m not find a definitely answer to if the following is possible:I want to create a drop down field where if a customer selects Company A → They can input their specific domain (text input) versus if they select Company B→ No text input field shows. Is this possible with Ticket Fields? If so does anyone have relative documentation/instructions on how to achieve this?Thanks in advance,~Adam

When we’re trying to open CRM portal v2011 with chrome or edge but aren’t seeing anything, we are seeing just an empty page. But we try to open with IE, portal is working, main page is opening.Also an extra information we installed update roll 6 last.What can we do for open to browser other than IE?

Hello, We, as many of you, are using a multilingual support portal. Our clients can submit their tickets on the support portal and we have been able to translate most of the content of how we wish to display the ticket fields to the clients in their own language. However regarding the field Status, which is a default field, we can translate the label Status, but the default list values “open, pending, resolved and cancelled” are not possible to translate. We have added our own custom values to the list, and for these we can translate. Below is what our language file looks like - as you see label and customer label (ie what is displayed to the customer) we can translate as well as choices 6 and 7, which are our own added values to the list. But the default “open, pending, resolved, closed” are not available for translation in the language file. status:        label: Status        customer_label: Status        choices:          choice_6: Waiting on Customer          choice_7: Waiting on

Hi,I cannot send any outbound emails. Have been seeing issues since last friday, this is major functionality that is not being resolved… I have tickets open, and they all say they are looping in team, What do I need to do? I set up DKIM, forwarding emails through freskdesk to my gmail, and it seems to work, then stop working.  I’m currently a trial user and it’s a bit troubling to see functionality like emails not working and wondering if I should look elsewhere for helpdesk. Thanks for any help on this.

We are hiding the custom fields in customer portal from the code.But the customer is changing the status from the customer portal. The fields are also hidden by our client with their own set of abstractions but we still end up facing this issue.Is there a particular solution to this query? If yes, do let me know of the same. 

Hi,I’m trying to import a Google font adding an @import directive in the Css section of the user portal customization.The problem is that once I publish the new Css the @import url(‘https://fonts.googleapis.com/css2?family=etc’) becomes @import url('https://fonts.googleapis.com/css2?family=etc');In other words, apostrophes are encoded.Is there a solution to this problem?

What the heck is going on?For the last 7 to 10 days our support site (FreshDesk) is going nuts.Something keeps changing our theme in strange and bazaar ways.Unfortunately, I didn’t set our site up originally, so we didn’t have our mods to the pages. It was based on the Vertio theme which of course is down and can’t be downloaded.Every time I have the site almost perfect it changes. Worse is that what I see (Refreshing Cache) isn’t what others on my team see when they access our site.I’m getting really upset with this as I’ve got far too many hours in making changes to our theme that keeps changing.  When I say changing I mean things like CSS getting changed. Sections I’ve complete blanked out like HEADER (I moved the code to portal home) re-appear but are yet different then what we had almost like it’s from another site or theme! Definitely not from our site!Around 2am I had pretty much everything the way I wanted it except a homepage graphic and modification to breadcrumbs.I’ve been v

Hello everyone,I was customizing the Portal Layout header HTML page and made a grave mistake of not saving the default code. Can anyone post the default coding if you have it in the comments down below or if you have a link where it has all the default codes? You would be a lifesaver! Thank you!

I tried use Jquery as in topic of link   But the in the new portal Jquery is not work.When i send the document.querySelector the fields are hide but hide the options of fields its doesnt work. Help !!!!😨

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

Can someone tell me how to delete the initial contents of the forum?

Hello there! I’ve been experiencing some issues concerning the Knowledge Base search bar. Some words we type in, although they’re part of article titles or bodies, they don’t bring those articles up in the search. This only happens in the customer portal. Is there any solution to this issue?  We also realized, that customers have to type exactly the word, in order to find the article. They have to type “permissions” instead of “permi”, not allowing to mistype or to type only half the word, this is just an idea, and imo would be a big improvement :)  Thank you in advance! Patrícia

Your documentation is not clear to add a button in the whatsapp template . Update the documentation . Feels very weird after subscribing for the paid version.

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

Hello! Is there a way to modify the snippett {% snippet login_form %}  - or modify something else - in order to change where a customer is directed once they click the “login” button? Right now they are directed to https://ourdomain.freshdesk.com/support/home. We would like them to be directed to the Ticket dashboard instead, found at https://ourdomain.freshdesk.com/support/tickets.Thank you in advance! 

Customer sends from a generic Mail which will be forwarded to the exact Email ID by the Agent when he starts working on the ticket. Now, requirement is to send reminder to that forwarded Email ID prior to closure of the ticket. Now, with the current automation, able to send reminder only to requestor but in this case the Email ID is the forwarded one. Possible?

We can not keep on educating all our customers….. A customer may open an old email send to Service Desk and click reply all and change the subject and contents for a new request, but due to this unique message id checking functionality, the new request is getting threaded to old ticket and many critical customer issues are getting missed. Please do have a Check at ticket creation time to see the subject first and then unique message Id. HUMBLE REQUEST as we lost many customers already! 

Hello I want to have a sort of button in my home page.when I create a new category, i have a new button, that link to the list of topic of the category. Can I creat a category with no topics, and just a link to anotehr website? Thanks

I have customized the product styles and frontend using page customization in sandbox. I need to know, If I sync sandbox to production, is that page customization changes will reflect production environment else do we need to copy and paste the code in production environment?

Issue: Tickets where customers reply via email are not being converted/added to the existing ticket thread and do no show up anywhere else. We are able to see the initial customer reply but subsequent conversations do not appear.Suspicion: Something is likely wrong with our email routing but this issue only really started becoming worse recently.

I try verify email of support but show denied and try contact a support freshdesk. also i cant respond tickets. how can fix it?, help please

hey there guys -i’m a total FreskDesk noob - and i’m an intermediate CSS’er.I’ve changed up the header buttons to match a mock up that we’ve done, BUT it’s made other buttons go bad.Please see the screenshot and let me know if any of you have ever experienced this, and if so, how did you resolve it? Any insight and direction would be super helpful!!A bit of a time crunch on this one. it’s impacting the usability throughout the site.  

Dear All,How to create a ticket field which permits to cc another contact ? Also, does a dynamic placeholder exists to show all the contacts in cc of a ticket? Kind regards,

13px is way too small … surely there’s a simple way to bump this up to 15px or 16px somewhere? https://accessibleweb.com/question-answer/minimum-font-size/

Hello Community I would like to embedd a frshdesk feedback form widget in a google sites page  Anyone can give mea tip to do that ?