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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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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?

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>.

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?

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?

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

SiljaApprentice

asked in Portals, Emails & Other Channels

Accidently deleted an attachment

I accidently deleted an attachment sent by the customer. What can I do?

LeandroApprentice

asked in Portals, Emails & Other Channels

Call jquery on dependant field

HiHow i can call the id of a dependant field who is masked by jquery on portal customization ? I want to make this : jQuery("#helpdesk_ticket_custom_field_cf_XXXX") .on("change", function(e){ jQuery("#helpdesk_ticket_custom_field_cf_BBBBB").val('Urgent') });But i cnat call helpdesk_ticket_custom_field_cf_XXXX because there a is a standard script use by the snipet to put “<” ine place of “<”Thanks for help

markwillTop Contributor

asked in Portals, Emails & Other Channels

Emailing external contacts from existing tickets

I am evaluating FreshDesk and generally pleased with what I see. However, I have a use case that doesn’t seem to be addressed. It seems like a pretty straightforward situation so I hope this is just me missing something.A VA at my company creates a ticket (initially for internal discussion). We work the ticket and come to a conclusion or fix the issue. We then want to email a customer. We need to track that email in the ticket so that everyone is aware. IMPORTANT : Until this point the customer has had nothing to do with the ticket.I am stuck on this, as follows...As I understand, I can’t use Reply, since there is no previous communication with the customer so his/her details are not available. Forward is not an option since that would include the whole (internal) discussion in the email sent to the customer.I am hoping that someone can put me out my misery and tell me how to achieve this. This would be a very common use case for my small business. Thank you.

VerbruggenApprentice

asked in Portals, Emails & Other Channels

IMAP, some mails are not picked up by Freshdesk

Hi, i'm Laurens and newbie in regard to Freshdesk.We installed freshdesk a month ago and it is working like a dream exept for…..Feshdesk is reading 3 different IMAP mailboxes and sometimes we noticed that emails are not picked up by Freshdesk. For instance on a typical day 20 emails are delivered to the email box but only 18 are picked (read by) up by Fresdesk.The emails which are not being read by Freshdesk are normal emails.We cannot figure this one out. Any idea how to debug this or where to look?thx in advance, Laurens

BreezyApprentice

asked in Portals, Emails & Other Channels

Prevent the customers email from being added to the end of the agents reply.

When we reply to customers their email is added to the end of the agents reply. When the customer replies with their email client set to include the original email, you huge emails returning when there have been a few back and forths, making it hard to find the reply in pages of text.Now there is a icon on at bottom of the reply window that allows you to display and include the customers email or exclude it by selecting the X that appears when you hover over the icon.Can’t capture the X when doing a screen print.What we would like to do is permanently turn off the automatic inclusion of the customer’s email and only include it when selected via the icon.Regards,Arie.For Hind Technology.

daanlsvbApprentice

asked in Portals, Emails & Other Channels

Forwarded mails don't show orgininal content

Hi all,I’m experiencing a problem with receiving forwarded mails in Freshdesk. At this moment a single team in our organisation is trying out Freshdesk, so we haven’t integrated the system in our organistion yet. When someone from another teams forwards an email to this testing team, they will only receive the content of their collegue’s email, but not the content of the original email. Using Freshdesk organisation-wide would solve this problem ofcourse, but I’m wondering what happens when an external person would forward an email to our support address. What is known about this issue and is the a way to solve it? Thanks in advance!

alexabApprentice

asked in Portals, Emails & Other Channels

Freshworks Integration with Sage 50

Hi, We are in the processing of moving across to a full suite of the Freshworks products, but want to understand if anyone has had any experience integrating in getting Sage 50 into Freshworks?Ideally so we can see invoicing, update account details, automate email send outs etc. Just looking to see if this is something anyone has seen or had an experience with really.Thanks,Alex

unifit.nijkerkApprentice

asked in Portals, Emails & Other Channels

Translation login buttons in Dutch - error

Hi there,The Dutch login and registration button labels are both translated as ‘aanmelden' which is confusing. Please translate the label of the login button to Login or ‘Inloggen”. Or could I do that myself? https://unifitbv.freshdesk.com/support/homekind regardsChristien

GOODYTop Contributor

asked in Portals, Emails & Other Channels

Remove Image from ticket sent in email

I have an open ticket that a client has replied via email to. In the email was an image that is now in the ticket. I need to remove this image due to its content. can this be done?

gkperiklesTop Contributor

asked in Portals, Emails & Other Channels

DKIM Settings failure on 3 out of 4 CNAMEs

Hello all, I am trying to verify my DKIM settings and although I copied them from my domain host (godaddy.com) the first 3 out of 4 are not veryfied whereas the 4th one it is verified.Any thoughts or ideas ?Thank you

Lucas VianaApprentice

asked in Portals, Emails & Other Channels

Scrollbar of the widget is overlapping the close button

The close button of the widget is colliding with the close button. Check this screenshot from my product: The Windows users are the most affected ones (considering that macOS scrollbars are less intrusive) and they see this layout abnormality. Since it looks like the component uses random CSS classes I didn't consider creating my own CSS rules to fix this, I think this could be ideally fixed by Freshdesk development team.

hanneskolaSkilled Expert

asked in Portals, Emails & Other Channels

Solution Suggestor - languages supported.

Hi,Which languages does solution suggestor support?

JulianeBSkilled Expert

asked in Portals, Emails & Other Channels

How emails are « sorted » into tickets

I have this problem : we get some automatic emails from « discussions » outside Freshdesk and I would like the emails linked to the same topic to be grouped in the same ticket.All the emails of a topic have the same subject and all the emails for those discussions come from the same contact.In gmail, these are grouped.In Freshdesk, I get a new ticket for each new message, forcing me to spend some time every week to merge them. Is there something we can do to make sure these messages don’t create new tickets all the time ? Either in Freshdesk or in our automatic emails settings ?

MBragaTop Contributor

asked in Portals, Emails & Other Channels

Edit customer portal

Hi,can I customize customer portal?My clients speak italian so i would like to change label into italian language (REQUESTER → RICHIEDENTE; SUBJECT → OGGETTO; DESCRIPTION → DESCRIZIONE ...)

evlo96Skilled Expert

asked in Portals, Emails & Other Channels

A way to limit amount of articles showing under each folder, on main level knowledge base—before you enter a category

Hello, When on the main level of the knowledge base, I would like to display less articles under each folder. Right now it will show a pre-view of 5 articles, but I would like to adjust it down to 3 articles showing. Is there a way to do this? ...so ideally I would just the articles test 1, 2 and 3 showing here.

MBragaTop Contributor

asked in Portals, Emails & Other Channels

forward an email into ticket Italian

Hi,This article explains that the forwarding feature is only available for some languages.( https://support.freshdesk.com/support/solutions/articles/37541-forward-and-convert-your-support-emails-to-tickets-in-freshdesk )Is there the possibility that it will also be introduced for the Italian language? possibly I can get around the obstacle by changing the language in my panel?

GOODYTop Contributor

asked in Portals, Emails & Other Channels

Instructions for configuring Portal Settings

Trying to setup my portal to use company DNS but the instructions are conflicted and changing. I have configured as in the instruction on Reg123. The CNAME check is coming back looking correct but unsure if the TXT record is correct. any help appreciated Simon

MatsApprentice

asked in Portals, Emails & Other Channels

Can not create new e-mails from Freshdesk

I´m a new customer for Freshdesk starting today. It works fine to recieve e-mails, but I can not create new once. I get this error message:Det gick inte att skicka e-post på grund av appen "": Cannot read property 'errors' of undefined I can not chose a “from” adress either, so I guess that is the main problem. The drop down is empty, but I have configured several e-mailadresses under Admin>Email. What is wrong?Thanks!

man.nguyenApprentice

asked in Portals, Emails & Other Channels

Setup SSO using JWT with Freshdesk

Hi Freshwork community.I am setting up SSO using JWT with Freshdesk (by setting Customer Portal). I implemented successfully but when my customers login. I see their email instead of their name. It is really tough to me when I want to know who they are.I hope to receive your answer soon. Best regards,

Pushpanjali KumariApprentice

asked in Portals, Emails & Other Channels

not able to click on the help widget captcha in chrome 80.0.3987.122

not able to click on the help widget captcha in chrome 80.0.3987.122

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