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Using Freshdesk

  • 372 Posts
  • 1,125 Replies
372 Posts
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Skilled Expert
spencerporchSkilled Expert
asked in Portals, Emails & Other Channels
Display HTML based on Tag in Solutions

Hi, we have some features that are only available to Admin users, so I’m trying to find a way to display a custom message if the article has a certain tag.For example, if a solution article has the Tag “Admin,” then display this HTML block (that would contain a message along the lines of “This feature is only available to Admin users.”Any experience achieving this result?

380
S
Skilled Expert
KateW
Apprentice
KateWApprentice
asked in Portals, Emails & Other Channels
Response to emails not showing in Freshdesk

One of my team who is set-up as an agent in Freshdesk forwarded a response to another agents email address. This agent then responded via email (rather than responding from Freshdesk) and his response did not appear in the ticket response panel in Freshdesk. Is this normal behaviour if an agent replies via email instead of logging in? If not, what could have caused the response to go astray? My team are new to Freshdesk and they are not a customer facing team so they are still getting used to the process of logging in rather than responding to queries from their inbox. 

3202
KateW
Apprentice
S
Apprentice
sboxerApprentice
asked in Portals, Emails & Other Channels
DKIM record always fails

I have followed the instructions for DKIM and published the 4 records.As you know, one of the records instructed to publish does not end in “_domainkey”.  it is simply “fddkim” which resolves to “spfmx1.domainkey.freshemail.io”.That fddkim dkim key always fails and I assume it is because the string _domainkey is a fixed part of the specification. I have tried to add it to my DNS provider both ways (with and without “_domainkey”), and it always fails. What is recommendation?  It would seem that you are recommending that we publish a record that violates the DKIM standard.  Thank You

4223
Keer
Community Debut
ImagineZA
Apprentice
ImagineZAApprentice
asked in Portals, Emails & Other Channels
Captcha always fails for new users

Hi, On my support desk when a new user tries to register, the captcha always fails, using any browser,How would I go about fixing it? Thanks

591
Keer
Community Debut
stefanih
Apprentice
stefanihApprentice
asked in Portals, Emails & Other Channels
Portal URL

Hi there!  I was using Freshdesk with my old company (on the Free Plan), and we were able to change our Portal URL to ourcompanyname.freshdesk.com.With my new Freshdesk account (also on the Free Plan as of now), I can’t see where to change the Portal URL (or, it may be possible but only on paid plans).  My Portal URL looks like this currently: https://newaccount1629218155763.freshdesk.com/I’d love for it to have my companyname.freshdesk.com.  Is that still possible in the free plan or do I need to upgrade?  Thank you!

933
stefanih
Apprentice
rwilliams@emergicon.com
Apprentice
rwilliams@emergicon.comApprentice
asked in Portals, Emails & Other Channels
CCing Support adds unwanted people to an email

Scenario - Client emails individual staff member with a question. Staff member CCs support@mycompany.com to begin tracking the conversation in Fresh Desk, but the email response content is for internal purposes. When I find the ticket in Fresh Desk, the client contacts have been added (I assume via the support@mycompany email in the CC field) despite them not being added in the CC field of the response email. What is the most secure way to loop an email into Fresh Desk AND control who gets the email response, without Fresh Desk making that decision for me? We have had success by forwarding the client emails straight to support@mycompany and responding to the client there to keep things clean, but in some instances that creates an extra step. 

350
rwilliams@emergicon.com
Apprentice
MRRohitiOS
Apprentice
MRRohitiOSApprentice
asked in Portals, Emails & Other Channels
Setup FreshDesk widget in iOS WKWebView

Hi, We want to use FreshDesk Widget in our application by showing it in WKWebView. For this we have created the WKWebView and a HTML to show the widget. But in iOS WKWebView the widget is not visible and on opening the same HTML page on Google Chrome the widget does get visible.Please help me to understand if anything I am missing at my end.

500
MRRohitiOS
Apprentice
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Apprentice
rob_18893Apprentice
asked in Portals, Emails & Other Channels
Todo - not sending out email

All of a sudden my TODO reminders are no longer working out of Freshdesk.  I contacted Freshdesk support and they are saying it is not there issue as the error is on my side.  All other email from Freshdesk is sent and received via the same email set up.   This is the a screen shot of the error, and I am using, G Suite as my email provider.  

271
Keer
Community Debut
L
Apprentice
LeandroApprentice
asked in Portals, Emails & Other Channels
How to check the company of logged user in customize html of New Ticket ?

all in the title thanks for help =)

411
hemanth.ramya
Community Manager
AdrianC
Apprentice
AdrianCApprentice
asked in Portals, Emails & Other Channels
new collaborator rol doesn't have access to forums

HiWe are using this great new feature “collaborators”, it is a great idea but we are discovering that all users under this role cannot access forums. This option is hidden to all collaborators once they join the “collaborators” role. Under the “roles” section we can see that forums option is greyed.question, why collaborators cannot participate in forums? come on, even customers can do that. We want to have an internal forum where our collaborators are able to post ideas  

825
Keer
Community Debut
B
Apprentice
BreezyApprentice
asked in Portals, Emails & Other Channels
Formatted text entered into portal via iPhone safari browser concatenates when sent.

We have received a complaint from one of our clients concerning his use of iPhone to enter replies through the support portal. Here is what he wrote.I am usually using my iPhone 8 with the safari browser to create tickets. Unfortunately the formating of linebreaks is getting lost, after hitting the submit/reply button. And I think it is not that you for you to read. Just to let you know what I mean, I written this ticket on my PC using the chrome browser. I will past the exact same formated text to my iPhone and will reply below, so that you see the difference.This what we received.I am usually using my iPhone 8 with the safari browser to create tickets. Unfortunately the formating of linebreaks is getting lost, after hitting the submit/reply button. And I think it is not that you for you to read. Just to let you know what I mean, I written this ticket on my PC using the chrome browser. I will past the exact same formated text to my iPhone and will reply below, so that you see the diff

221
hemanth.ramya
Community Manager
millergf
millergf
posted in Portals, Emails & Other Channels
IP address blacklisted due to spamming

my website name totalsportek.app there is an issue with my website I have mail forwarded from my website  email account to my freshdesk  to create my support tickets.Just this morning, emails are no longer being accepted by Freshdesk from my website need suggestion why this hapening and my ip idress is block

1565
paisle939566
G
Top Contributor
gkperiklesTop Contributor
asked in Portals, Emails & Other Channels
Freshdesk email notification

Hello all,I have noticed that sometimes (not always) there is a significant time difference (approx 60 mins) between the time that a customer replies to a FreshDesk ticket and me receiving an email notification or a notification by the MS Teams bot. Has anyone else experienced the same issue? Its weird as it is not happening all the times but at least once or twice a day to me and it is quite important as I am receiving a serious amount of FD tickets in daily basis.Thank you.

781
hemanth.ramya
Community Manager
P
Apprentice
PaulGCLApprentice
asked in Portals, Emails & Other Channels
Source IP Range?

Does anyone know what the source IP ranges are for Freshdesk? Our Mimecast is rejecting emails as Freshdesk is sending out as our support account. Cheers

23821
hemanth.ramya
Community Manager
axavenda
Apprentice
axavendaApprentice
asked in Portals, Emails & Other Channels
Bouncing email temporary error

Hi! Since last friday all replies inside the tickets are getting bounced (temporary error). How can I troubleshoot this issue to get a clearer picture of the problem?  Thank you for your help.

441
hemanth.ramya
Community Manager
A
Apprentice
Amale ZeggoudApprentice
asked in Portals, Emails & Other Channels
Trello/Freshdesk powerup - costs and actions available

Hello, COST : I am looking into the Trello powerup for freshdesk. I see that I need to buy the app on Fresdhworks market place ANDI need to have a paid trello account + pay the Trello App 3$/agent. Am I understanding it properly? ACTIONS:Does the power up work for all my emails on Freshdesk? Can I check items on the checklists in the Trello card directly from Freshdesk? Can I move a card from a list to another from Freshdesk?Thanks!

362
L
Community Debut
R
Apprentice
richarddraperApprentice
asked in Portals, Emails & Other Channels
SSL Certificate error

We are getting an SSL Certificate error when navigating to our Freshdesk page? Has anybody come across this issue before? Many Thanks Richard

5611
S
Community Debut
M
Skilled Expert
mbaumanSkilled Expert
asked in Portals, Emails & Other Channels
Improve support for non-Gmail-account email forwarding

The standard mailbox setup suggests you create a dedicated gmail-based user account that then configures its mailbox at the user level to forward mail into the dedicated Freshdesk email address. Google wants to ensure you have control of the forwarded email address, so it sends a verification email with a code that you can retrieve through the Freshdesk “verification” process. This is simple enough but it requires an active gmail user account — something that costs money and is not necessary.  Instead, you can setup most mail servers (including in Google GSuite) to do a server side forwarding (GSuite calls it a “recipient address mapping”) that relays mail without creating a dedicated account or mailbox on your server.  This works great — and immediately — without even bothering to send a verification code.  You don’t need to hit the Freshdesk verify button at all because (I guess) Google trusts GSuite admins more than gmail users, so there’s no need to relay a verification code back t

1390
M
Skilled Expert
M
Top Contributor
markwillTop Contributor
asked in Portals, Emails & Other Channels
"Wait until..." option

As a new user of FreshDesk I am coming up to speed with the various features and, in particular, how it aligns with our own business processes. One use case that is very common for us is to have a ticket where the next step (not necessarily resolution) is required from someone outside of our organization. The most obvious situation is where we email a customer asking for some information. In this situation we want a way to specify that we will wait for a certain period of time i.e. the ticket is “on hold” for a few days. For example, when sending a question to a customer we might decide we are OK waiting up to two days for a response, before taking a next step ourselves (resending, phoning, etc). The only slightly overlapping field I see for this is Resolve By. But, of course, the use case is quite different. We are not expecting that the ticket is resolved, merely that the next step is taken. We’d then want a sorted list of tickets, where those that have been “punted” for a few days a

1663
M
Top Contributor
M
Apprentice
MussardApprentice
asked in Portals, Emails & Other Channels
Reporting Verification

We have a team leader who is stating that the reporting for one of her team is completely incorrect.Is there a way to verify the reporting is correct without the team member being asked?  Ive looked through all other users and they seem ok, It just looks like this one user is only doing a few tickets now and again.

211
hemanth.ramya
Community Manager
Ma.rtin
Contributor
Ma.rtinContributor
asked in Portals, Emails & Other Channels
Info about the recipient and people in cc are lost when forwarding

Hi!Let me explain the problem with an example:Suppose Freshdesk has an email address as a support channel.A customer sends an email to this address and takes another person in copy at the same time.A ticket is created in Freshdesk.  So far everything is ok.But now the agent has to forward the ticket to a colleague who does not use Freshdesk to clarify a question. The colleague now receives a mail from Freshdesk and only sees the original sender in the mail history, but not the recipient and also not the person in copy. This information is removed.Is there an option to turn this off? 

2742
Ma.rtin
Contributor
H
Apprentice
hgf_654Apprentice
asked in Portals, Emails & Other Channels
how to book a tattoo appointment over email

Hello, Can anyone tell me the answer to one question about freshchat. Actually, I want to use freshchart on my tattoo blogging website. I create a tattoo website to guide the people <a href=”website url”>how to book a tattoo appointment over email</a>.

342
hemanth.ramya
Community Manager
Teela Wheeler
Apprentice
Teela WheelerApprentice
asked in Portals, Emails & Other Channels
Ticket Filter Auto Populating

I have an agent who’s ticket filter keeps auto-populating “me”How do we get the Freshdesk system to stop auto-populating this?

271
Keer
Community Debut
kevenatbl.ink
Apprentice
kevenatbl.inkApprentice
asked in Portals, Emails & Other Channels
Solutions page error

We have been getting a weird error on our Solutions page for a while now -- we’re looking to eventually update our theme for our support site, but we’re trying to dig in and get to the bottom of what’s causing this error before doing so.We’ve reached out to FD support, who helped us to hide links to this page, but we’d like to fix the root of the problem. Here’s the page where the error is showing: https://help.bl.ink/support/solutions/The error says: Search results for ""Liquid error: undefined method `filters' for nil:NilClass We’ve also tried Googling with little luck. Can anyone help point us in the right direction for getting this resolved?

964
M
Community Debut
Tom0
Apprentice
Tom0Apprentice
asked in Portals, Emails & Other Channels
Change portal URL

Hi,I’ve emailed support for help with changing the portal URL as our company name has changed, but not had anything back in almost a week. Does anyone know the best way to contact support for help with this?Kind Regards,Tom

8454
hemanth.ramya
Community Manager

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