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Using Freshdesk
Portals, Emails & Other Channels

Portals, Emails & Other Channels

Using Freshdesk

353 Topics
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353 Topics

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RVPSRichardApprentice

asked in Portals, Emails & Other Channels

Portal Hrefllang Tags

We have two portals on subdomains of our .ca and .com domains. Subject content of our solutions is the same except for backlinks that point to the correct TLD Domain.Does anybody have any ideas on how to tell google the pages are country specific to avoid duplicate content? Hreflangs, http headers?

TGabsTop Contributor

asked in Portals, Emails & Other Channels

Issues with How the merge ticket process works and what Client vs Agent can see

HIhaving issues with merging and what client can see verse internal agents can see on the ticket.Sometimes we get a response to an existing ticket but freshdesk creates a new ticket. I thought merging would be an easy way to fix that - but seems I am wrong.It seems the ticket that was merged is no longer visible to the customer (its only marked as closed as far as customer can see in their portal – not even that it was merged)But further the customer loses any visibility on that response that was in the ticket I merged into (as they can not see the merged ticket data it in the destination ticket as the system added it as a private note). Of course the agent can see it but its totally missing from the client view.I spoke to support and their feedback was However, the order of conversations is added in a chronological order and would appear the same way for the customer.My issue is it doesn’t, as that merged information is unavailable for the customer to see (in the destination ticket),

fmorassuttiApprentice

asked in Portals, Emails & Other Channels

How can I change search input hover color under customer portal

I am trying to change background-color from search results list, but not able to identify which entry on CSS needs to be changed.Any help is much appreciated.

ZeroOneApprentice

asked in Portals, Emails & Other Channels

Ticket Request Error

Hello Community :) Everytime when I want to request a Ticket on my Freshdesk Page, I get Redirected to a page.That page says “We are sorry. You have been restricted from accessing this helpdesk page.”I dont know why its not working, can anyone help me? Cheers

JulianeBSkilled Expert

asked in Portals, Emails & Other Channels

How to automatically modify contact when someone transfer a mail to the support

Hello, I forward my emails from my gmail to Freshdesk and today Freshdesk can detect the previous sender and link it to the correct contact and it’s great.My issue is that often, the sender is our salesman who forwards a customer email to us. The contact is then the salesman and I have to manually edit it to set the customer as contact. Is there a way to automatically send the previous sender as contact, maybe by selecting the list of salesmen contact ?

Carl FredrikApprentice

asked in Portals, Emails & Other Channels

KB Article Expiration Date?

Hi, first time here asking :)Is it possible to set an expiration date for knowledge base articles?I want to make sure that articles are kept up to date, and some articles must be updated more often than others. Preferably, I’d get an email notification about upcoming expiring articles, so that I don’t have to actively look for them in my list.Thanks!

LawrenceApprentice

asked in Portals, Emails & Other Channels

Preview is not working

Hello,When I access the portal preview and then update portal settings such as background color, the changes do not take effect until I reload the preview pageTo see the new modifications, I have to close the website and click on the preview again.When you're working on a portal and can't see the changes right away, it's incredibly annoying.Is it possible that the developers will be able to solve it?Thank you very much.

todd_11602Contributor

asked in Portals, Emails & Other Channels

We are sorry but you have been restricted from this helpdesk webpage

Our customers keep getting this error message over the last few days. How can we fix this? This happen for this particular customer right when they hit submit as they were attempting to submit a new ticket. https://virtualtas.freshdesk.com/

roman-satoshilabsApprentice

asked in Portals, Emails & Other Channels

Preview not working while saving the new settings

Hello,when i open the portal preview and then i update the portal settings like background color and then i reload the preview page the changes will not take effects. I have to always close the page and click on the preview again to see the new changes.This is very frustrating when you develop the portal and can't see the immediate changes.Is possible for devs to fix it? Thank you

USCBApprentice

asked in Portals, Emails & Other Channels

Can't update email address

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.

PulkitApprentice

asked in Portals, Emails & Other Channels

How to add a images

I want to create a custom blocks on homepage with images and title in it, can anybody help me how to add a images on that is there any way to upload a images on assets or anywhere on fresh desk help center Thanks

sarahmContributor

asked in Portals, Emails & Other Channels

Public URL Styling

How do we change the PUBLIC url page? It is not the proper styling set in the admin. Last topic on this was about 2 years ago.

Truth7640Apprentice

asked in Portals, Emails & Other Channels

Auto direct emails to through the portal

I am having an issue getting my distributors to create tickets through the Portal. I am looking for a way to reject the email attempt, and send back an automatic response via email, to make/force them to create the ticket through the Portal.

ishaukeuropeApprentice

asked in Portals, Emails & Other Channels

Indian language support - Support Portal

HiWe wish to make our support portal available in many Indian languages. Currently I don’t see any option to add Hindi, Tamil, Telugu languages to the portal. How does one go about it ?

shanejackksonnApprentice

asked in Portals, Emails & Other Channels

How can I set up a work process automator that checks if the Source of the ticket is Email?

Hello users!I want to set up a work process for the thing I've mentioned in the questions. Need tips on how can I do it..Thanks!

chandler.davis99Apprentice

asked in Portals, Emails & Other Channels

Emails sent using Apple's "Hide My Email" feature don't show up in Freshdesk

Hey there folks!We have noticed an issue where customers who email our support team using Apple iCloud’s “Hide My Email” feature don’t get ticket created (or don’t get their response added to the ticket). We have confirmed that their emails make it to our actual email inbox, but Freshdesk seems to block them when they get forwarded. I was able to reproduce the issue by setting it up “Hide My Email” myself. Is this an issue you’re aware of, and has anyone else experienced this?Thank you, and have a wonderful day!

shimiTop Contributor

asked in Portals, Emails & Other Channels

Multiple Customer Portals each with their own settings

HiWe’re on the old Garden plan, and I have multiple customer portals in our freshdesk. Currently they are all set to publicly available. However, i’d like to set some as public and some as logged in users only.How can I do that? At the moment there’s only one settings that is applied across all. Thanks.

shimiTop Contributor

asked in Portals, Emails & Other Channels

3rd party authentication on forums

Hi,I’m new to this community.I’m trying to find a solution to the following problem.We have a SaaS product and using Freshdesk (FD) as our helpdesk system. I’m trying to start-up a community forum on FD but only for paying clients on our SaaS product. I’d like to have them registered and authenticated by our SaaS product accounts rather then google or FB etc.Is this possible?We don’t want to have their contacts created in FD due to PII data concerns, just authenticated via our product.ThanksShamila

shimiTop Contributor

asked in Portals, Emails & Other Channels

Handling Spam email tickets

Hi In admin settings I do have captcha enabled for spam tickets (emails) however, I’m still getting spam emails. How can i filter them out without filtering out actual clients. Sometimes, the spam has come through a legitimate email address, but is spam. thanks

GowtamApprentice

asked in Portals, Emails & Other Channels

Customer complaint emails are not converting into a ticket and not able to see them in Dashboard

Hi Team,We have received an email from the customer with an issue, as per the information in the website this email should be automatically converted into a ticket and it should be available in our account dashboard. But now the emails are not converting into a ticket automatically and those are not available in Dashboard. Thanks Gowtam

CarportwerkDContributor

asked in Portals, Emails & Other Channels

Customer answers and a new ticket is created

Hi there,we have a problem where I don't know why. We have a ticket where the customer replied with the same email and ticket number in the subject, but a new ticket was created anyway. Can someone tell me why? The option "Create a new ticket for every customer response" is deactivated in the settings.The problem here is that the ticket is already being processed and the agent has not received a notification for the answer.best regardsD.

arrianeApprentice

asked in Portals, Emails & Other Channels

BCC from my original email are not automatically added (carried over) on my replies

So we sent out activity notifications to different customers via BCC. Now, we want to update them that the activity has been cancelled. However, I noticed that the customer emails in BCC are not carried over on my reply. Any solution for this?

Ahmedmaher701Apprentice

asked in Portals, Emails & Other Channels

Fresh Desk HTML features

Is the HTML page in Helpdesk same as the HTML language i can learn or is it limited to certain features?

arrianeApprentice

asked in Portals, Emails & Other Channels

Auto BCC feature is not working

Normally, when we cc the group email add, we get the email in our personal accounts. Now, I have enabled the auto bcc feature but I am not able to see the emails in my personal account. Is there a difference in the way Freshdesk handles cc and bcc?Is there a way to do an auto cc instead?

fresh_atdContributor

asked in Portals, Emails & Other Channels

Responses from 3rd party forwards created as public responses

Hi there,We often forward tickets to a 3rd party for comment. Usually when they respond, it appears as a private note. This is expected and desired behaviour.However, if they respond from a different email address, e.g. if the forward is to info@3rdpartyco.com but the reply comes from joe@3rdpartyco.com, the response is added as a public response.This creates an issue, because then when we later respond to the customer using "Reply", the 3rd party's response ends up in the email chain.Some may say this is expected behaviour, BUT, we actually have info@3rdpartyco.com and joe@3rdpartyco.com set up as a single Freshdesk contact with multiple email addresses. It seems as if Freshdesk is not being smart enough to recognise that this is the case and that the response should therefore be private, as its the same contact that the ticket was forwarded to. I would say this is either a bug or a lack of what would be intended/expected functionality.Can anyone comment or share their experience?Than

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