Portals, Emails & Other Channels

I’m having a difficult time finding a way to change the comment syntax for a Liquid file. Right now with the Liquid plugin installed when I CMD+/ I get a normal html comment like <!-- --> when I’m really expecting a Liquid comment like {% comment %} {% endcomment %} . I’ve been searching for how to define the beginning and end of a comment for a language and different font styles from Fonts Bee but haven’t been able to find it in the documentation. Ideally it would be nice to have single line and multiline selections formatted differently. If it’s possible to completely override the default HTML comments then I would do that since I only program in Liquid and never .html.

Hi All, Been struggling with making a change and hoping someone could point me in the right direction. I want to be able to change the CSS for elements that the agents see in the backend view. Specifically, I am looking to change the background colour of private notes. Tried using the Portal Customisation section, adding the class .ticket-details__privatenote and a simple background colour, but this doesn’t appear to work. Additionally, I have tried with an app, but this doesn’t appear to work either (however, I could probably be creating the app completely incorrectly). If someone can point me in the direction of creating the CSS to change what the agents see, it would be really appreciated.  Additionally, the freshdesk documents mention that apps can be deployed to make changes to the mint UI to improve agent performance, so I assume it is possible somehow.  Thanks

I am a customer. I sent an email to A, B and C.In the next email I removed participant B from the email. Participant B doesn't get an email but when the team replies from freshdesk the participant B doesn't get removed. He also gets an update. This causing us a lot of headaches. Spoke with FD who stated that it was a known issue and that if the first email is sent from the customer with people in the ‘to’ and ‘cc’ field and then it is followed up with a second email with some of those people removed then when our agents reply to that email all the original recipients are included. Anyone else have this?

We have the following scenario:We have two groups, each with their own email address for creating tickets.  Let’s call them sales@email.com and support@email.comCustomers will sometimes send an email to both addresses to create a ticket because the ticket may have requests for both groups.The problem is this:Sometimes two tickets get created - this is the desired behavior Other times only one ticket gets created because from the Freshdesk perspective, two emails are being sent.  If there is a delay in the second email being received, the first creates a ticket and the second email gets matched to the ticket that was just createdWe have contacted Freshdesk support regarding this and they have offered no solution to ensure that two tickets get created at all

Hello everyone，May I know how to change the tab color of the “New support ticket“ and “ Check ticket status”?Which color configuration items should I modify, please?  

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?

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. 

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

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

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!

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 i

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.

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.  

all in the title thanks for help =)

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  

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 bro

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

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.

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

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.

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!

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

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, s

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

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.