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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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NexusContributor

asked in Portals, Emails & Other Channels

How to disable reCAPTCHA for logged customers?

Hi all!While you’re in trial mode, is there a way to disable reCAPTCHA in the customer portal for logged in customers?If I go in admin -> portal -> settings -> edit, you can only remove the flag from “Activate reCAPTCHA” only when “all customers can send tickets”. But if I select “Only logged customers can send tickets” the reCAPTCHA option is no more visible.Support team says the reCAPTCHA goes away when you start paying the instance. Do you have any confirmation on that? It seems really strange that this feature disappear only upon payment.ThanksMassimo

cpvusaCommunity Debut

asked in Portals, Emails & Other Channels

Hide business name from portal navigation bar

Looking for the right css to hide the name.Reason: we are using logo, which has name in it.If you UNcheck thisthen all you get on the browser title bar is: instead of Support: Company Name…. All browser pages have something that is descriptive…, but Freshdesk doesn’t separate these two operations.So in order to make the browser title bar more practical, you must check the “Display portal name...”I have inspected the page for this:<div class="fs-22 semi-bold fw-brand-name ms-4" title=""></div>Help appreciated

andersreveApprentice

asked in Portals, Emails & Other Channels

Adding terms of service to customer portal

With Freshdesk, on a Pro license - and with our customer portal.So any user from any of our customers can access this portal and create a user either by signing up or creating a ticket.There are no (?) terms of service for this, and no way for the user to understand how we process and store the information they give us (and Freshdesk).How are others handling this? Have you somehow been able to add your custom terms of service for your users?

wonderkindApprentice

asked in Portals, Emails & Other Channels

customer can't submit new topics - access restricted 2

I tried to configure it with Captcha and without. Nothing helped. Any solution?URL is: https://wonderkindhelp.freshdesk.com

martinj_ukApprentice

asked in Portals, Emails & Other Channels

Customised fields shown on customer portal

I’m looking to expose more than the default fields on the customer facing portal as below.Default is Subject, Ticket ref, created date and statusHow do I add into the overview page additional fields Last CommentPriorityAssigned agent The GUI allows you to add fields to filter on, but not actually show them on the summary page to the customer. (https://support.freshdesk.com/support/solutions/articles/50000004905-setting-up-advanced-ticket-filters-on-your-customer-portal)I believe it needs Javascript but an example of this, or list of fields is not available from FD support.

alex892Apprentice

asked in Portals, Emails & Other Channels

Google stopped indexing my pages of the customer portal because of alternate with canonical tag.

I have been working on a customer portal last year and everything was working fine after publishing it (the SEO was great!) One month ago I stumbled upon the analytics and saw that they dramatically decreased. The organic traffic was very small because Google was slowly taking down our solution articles (400+) and only 8 of them were still indexed.Most of the pages are in status discovered/crawled but not indexed. I checked in various threads and forums and it looks like it is because the main landing page has a wrong canonical defined. https://assistenza.zanichelli.it/support/home has this canonical declared: (https://assistenza.zanichelli.it/support/solutions). I define the canonical dynamically on the header so I don't have a way to manually specify the canonical for the main landingpage. <link rel="canonical" href="{{ meta.canonical }}">All the other article pages have a proper canonical (dynamically generated) but it looks like since the indexing of the main page fails, Goog

vinothkumar.manoharanSkilled Expert

asked in Portals, Emails & Other Channels

Change "To" field when using Agent Reply in Freshdesk

When an Email is sent by customer, few TO Email Address are marked along with the Support address and when the agent is replying, customer wants the To Field to be editable so that the response can be provided to the actual To ID of the email instead of the Sender of the email, Possible?

george_21022Apprentice

asked in Portals, Emails & Other Channels

Changing from email address on NEW emails only

Hi, I’m looking for a way to change the from email address on NEW emails only, at agent level or even by group. I am not looking to default the email address on ticket replies, only new emails.The scenario I have is that our incoming emails are from our US and our UK business and therefore when we reply, we want to retain the same email address as the user contacted us on. When we send new messages, they are often sent from a specific team such as accounts or marketing and they don’t want to have to change their ‘from’ email address every time they send a message. I would be grateful for any suggestions. Thanks, George

RC3Contributor

asked in Portals, Emails & Other Channels

Show/Hide fields on the portal depending on the Contact's Company

For VIP/Premium customers, I’d like to show them a button (or checkbox) on the portal, but hide it for other customers. For example, if the logged on user is related to a Company which has a custom field of “Company Type” and the value is “Premium”, then show a button/checkbox which says “escalate this ticket”, and if that checkbox is ticked, then a mandatory “Please explain the reason why you want to escalate this ticket” text box. Any chance this is possible - perhaps someone has done something like this before (although couldn't find on the Community)!? What if the contact is related to multiple companies!?

dentalogicApprentice

asked in Portals, Emails & Other Channels

Allow Contact to Assign Ticket to Other Contact in the Same Company

I understand that this may take a bit of customization, but before I dive too much into that I wanted to see if anybody has had any experience with the following: We have multiple companies with individual contacts associated with them, each contact handling different tasks at different times. I want to enable a way in the customer portal for a contact to be able to change the assigned contact of the ticket to a different individual in their same company. Is this theoretically possible?

alltechplusApprentice

asked in Portals, Emails & Other Channels

You have been restricted from accessing this helpdesk page

Error shown when a user tries to submit a ticket via. the portal on alltechplus.freshdesk.comI notice that several other people have had this issue in the pst judging by the related topics. I couldn’t see any obvious way to fix it myself. Had this problem for a long time now - Currently users can only submit by e-mailing in - I want to prevent opening tickets by e-mail only if possible to avoid clients creating multiple new tickets for the same issue so the submit ticket would be a great start.

james.bourneApprentice

posted in Portals, Emails & Other Channels

Customising page header for advanced SEO

If anyone is wondering why their pages rank poorly on FreshDesk, one of the potential solutions is to customise your portal (Admin → Team → Portals → Customise Portal → Layout & Pages → Portal Layout → Head) and setup the correct tags for inclusion.The FreshDesk “Head” defaults are poor / obsolete and will cause your pages to rank and spider poorly. If you edit the Head you will see the following default:<title>{{ meta.title }}</title>{{ meta | default_meta }}Your mileage may vary but I found you can replace the above with the following, using dynamic placeholders, to provide better page SEO. Remember to keep your page title to between 30 and 60 characters, and your page description between 50 and 160 characters. I hope this helps someone else out there struggling with FreshDesk’s poor SEO capabilities.<title>{{ meta.title }}</title&g

leon.kaesmannTop Contributor

asked in Portals, Emails & Other Channels

Portal card visibility

We have added an additional custom card to the portal. All of the other cards are hidden if the user is logged out, except for the one we added.How can we hide this one as well?

seif.harfoushApprentice

asked in Portals, Emails & Other Channels

Unable to Reset Password

When I press “Forgot Password” we never receive an email for password reset, whether on inbox or Spam folder.

Full Fibre FanaticContributor

asked in Portals, Emails & Other Channels

Revoke portal access for an individual customer

Is it possible to revoke portal access for a single customer?

JDCQApprentice

asked in Portals, Emails & Other Channels

Adjust description field size for customers

I’m new in freshdesk and I have the same question, however, the topic has been closed.Is there a way to adjust the size of the description field ? Most of my customers want to include a printscreen in the text, but then the windows of the description field is way to small.

KK3101Apprentice

asked in Portals, Emails & Other Channels

Hiding ticket types from the customer portal in Marina theme

How do I hide ticket types in the new Marina Portal? I am unable to do so. Can someone please direct to the code to be added here?

mtillsApprentice

asked in Portals, Emails & Other Channels

Disable CC on forwarded emails to create Ticket

Hello...I like the option to create a Ticket on behalf of the sender when I forward the email to my support account. However, I do not want to get the CC of that email send to me since it is redundant and then follows the ticket thread. Is there a way to NOT CC emails to me that I forward to my support email used to create tickets? thx

jeffliangApprentice

asked in Portals, Emails & Other Channels

Where is configuration for checkbox in export ticket?

I want to delete 3 checkbox(I’m looking for help with) in export tickets, in portals support/tickets.I cannot find the configuration page, who can tell me where to configure it?

patrik.nordlundCommunity Debut

asked in Portals, Emails & Other Channels

Reauthorization required for Microsoft Office 365 OAuth mailbox, Refresh Token expired

We are using FreshDesk with a couple of different O365 mailboxes, these mailboxes are integrated in FreshDesk via built in function to add O365 mailboxesWe experience that the credentials expire and when looking at the Sign In logs in Entra ID (Azure AD) I can see it complains about the refresh token has expired.Is anyone else experiencing this issue and/or has a solution?My thought was that the Refresh token should be refreshed at each login which happens multiple times per day, according to the logs.Clicking the “Sign in with Microsoft”-button and logging in again solves the problem, until the next time, I think 90 days later which is a time out value in O365 so seems likely. But question remains, should not the token be renewed bye FreshDesk when fetching/sending mails?

KevBrigApprentice

asked in Portals, Emails & Other Channels

Implementing ReverseProxy for portal gives out endless 403s

Hello dear engineers,We are implementing a reverse proxy solution so that, upon migrating from our current FAQ to the FreshDesk hosted one, we can support the validation of all historical links and still serve new content.At first, it all worked well, but progressively we started seeing more and more “403 Forbidden” errors intermittently. This means that pages could either load, not load, or partially load.I suspect that, since now all of our traffic will be coming from a single location, it is possible we have been flagged as potential offenders by your networking strategy.Would it be possible to either confirm/infirm the above? I can provide you with our IP address to be whitelisted for this behaviour to go away.Thank you very much for any help you can provideRegardsKevin

BHackettApprentice

asked in Portals, Emails & Other Channels

adhoc Scheduling tickets

Does anyone have a way to schedule tickets for a specific date. We have requests come in to update certain things on a specific date but at the moment we are having to track these outside of freshdesk. The agents are the ones making the updates but we don’t want to have to leave the tickets open and manually search through them.

ShaunMetricsSkilled Expert

asked in Portals, Emails & Other Channels

Notification for new Forum activity

I’ve read similar Questions and Ideas, but this feature does not appear to be implemented yet:Is it possible for Freshdesk Collaborator Agents to receive email notifications for any new Forum activity, ideally for all forums, but at least for a particular forum?Not just for a particular forum topic/post.This feature will enable Collaborator Agents to know if there are new forum posts without having to go the the Forum to check all the time.

LBlakeApprentice

asked in Portals, Emails & Other Channels

I’ve chatted on the chat bubble and they’ve ironically opened a ticket about my issue - which no one is responding to. The password changed on the email address that we use for freshdesk (O365). We have Authenticated SMTP allowed on that.If I log in on chrome, there are apparently no issues, but no tickets are getting through. If I log in on Edge, it tells me that the credentials have expired. On either browser, I can log into the account with the new password and it says sign in sucessfull, but then I either get an error saying ‘Error while authenticating the smtp sever…..’ or I get ‘We’re sorry, something went wrong...’I have tried other email addresses as well (that also have authenticated SMTP allowed on them) and I get the same message. Is there something we need to change in O365 admin to get this working (other than the authenticated smtp box)? Any help would be appreciated.

JayndeeApprentice

asked in Portals, Emails & Other Channels

Threading of Tickets with Third-Parties

Hello,I’m trying to troubleshoot integration of third-party communications, and I’m wondering if it’s a technical limitation, or just an error I’ve overlooked somewhere.Due to the high number of issues one of our vendor’s software is generating, we’re currently having staff send their problems directly to the vendor’s technical support team, while copying our helpdesk into the CC field. This generates a ticket on our helpdesk that we can then assign & categorise for later.However, in the email conversations that ensue, while the requestor’s replies to the vendor are captured and added to the ticket, the vendor’s replies aren’t, even though both sides are CCing the helpdesk. (Both sides’ emails are reaching the helpdesk email inbox)From what I understand of Freshdesk email threading ( https://support.freshdesk.com/en/support/solutions/articles/50000009268-overview-of-email-channel ), the vendor responses are following the necessary rules: Message-ID in the email header, and Email ad

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