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Using Freshdesk

  • 319 Topics
  • 933 Replies

319 Topics

GavHarks
Apprentice
GavHarksApprentice
asked in Portals, Emails & Other Channels

MS Team Intergartion

have Freshdesk working in MS teams, but the tickets are only showing up in one team. How do I get the other teams to see the tickets as well. Freshdesk app has been added to the other teams.

3
Gautham Lakdive
Community Debut
1 month ago
R
Contributor
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!?

4
R
Contributor
1 month ago
L
Skilled Expert
lkeyesSkilled Expert
asked in Portals, Emails & Other Channels

Surpress TEAMS notification when logging into Freshdesk

I have a user who keeps getting this message when logging into Freshdesk.  How to suppress it?   The user *has* installed the Freshdesk plug in on his Teams. .  

1
Juliana Rozario
Community Manager
1 month ago
M
Apprentice
mike.rietveldApprentice
asked in Portals, Emails & Other Channels

External mails are not imported

Hello, We are busy with the implementation of Freshservice, we have a lot of external parties who are mailing our helpdesk as well.  For example; our mail domain is @google.com (Just and example), so our helpdesk mailbox is: helpdesk@google.com. if an external sends us a email to helpdesk@google.com the mail is not imported. So Johndoe@yahoo.com sends a mail to helpdesk@google.com we receive the mail in our inbox but not in fresh / the helpdesk queue.  Is it possible to import external mails somehow?  Mike.

5
eeha0120
Skilled Expert
1 month ago
nance7
Apprentice
nance7Apprentice
asked in Portals, Emails & Other Channels

Categories' Font Color

Is there a way to change the categories' font color so the viewer can see them better? The font color is a very light gray and is not noticeable for viewers. 

17
KateWinslet
Community Debut
1 month ago
vinothkumar.manoharan
Skilled Expert
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?

10
jeremymichels1
1 month ago
S
Apprentice
SCARLETTBOLTONApprentice
asked in Portals, Emails & Other Channels

Image on signature shows enlarged on recipients email

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks 

8
Sujitha Dhanaseelan
Community Manager
2 months ago
L
Top Contributor
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?

0
L
Top Contributor
2 months ago
frywilss
Apprentice
frywilssApprentice
asked in Portals, Emails & Other Channels

Modify MS.Teams Ticket Form

Dear all, We just connected  the Freshdesk Omnichannel with Microsoft Teams and wondering whether is possible to modify the ticket form for end user? I wanted to set the Status, Priority and Group as fix and user no need to choose the options.Please advise. Thanks 

2
Gautham Lakdive
Community Debut
2 months ago
KevBrig
Apprentice
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

1
alexkhani
Community Debut
2 months ago
JCMLI1973
Skilled Expert
JCMLI1973Skilled Expert
asked in Portals, Emails & Other Channels

Where can i add some explanation text on a form which is not related to a field

HiIn this ticket form scenario the customer uploads a completed form. ( this form is easier done by attachment rather than replicating all the ticket fields). However I want to be able to add some explanation text that is not related to a particuilar ticket field (ie not like the customer tips feature). For example I owuld like to add a line of text that appears above the attachment option that says “please attach your completed xxxxxx form. The form can be found here (link to solutions article)”…any suggestions?  

6
karlnharrison
Contributor
2 months ago
colincooper
Apprentice
colincooperApprentice
asked in Portals, Emails & Other Channels

Restyle agent/customer login

When styling the login page is it possible to change the order of and individually restyle the “Are you an agent?” and “Are you a customer?” login links?Ideally we would have the prompt for customers to login be much more prominent and higher on the page than the agent login. It’s not very intuitively laid out as it is currently (why is there a headset icon next to the customer login and the agent login?!). Appreciate any pointers that anyone might have. Thanks!

10
hemanth.ramya
Community Manager
2 months ago
ruderalis.st
Community Debut
ruderalis.stCommunity Debut
asked in Portals, Emails & Other Channels

Emails sent from our platform with Freshdesk support email in "Reply-To" doesn't reach to Freshdesk

Hi,We want to connect some of the emails that are sent from our platform to the Freshdesk threads using `Message-ID` header. The problem is when we put Freshdesk inbox email to reply-to address, the email doesn’t appear in Freshdesk at all. Here is an example of the flowWe send an email to the client from Freshdesk similar to below From: freshdesk-support@company.comTo: client@email.comCc: platform@subdomain.company.comSubject: Some subjectBody: Email messageThen, our platform parses the email and stores the Message-ID headers and send the following email From: platform@subdomain.company.comTo: client@email.comCc: freshdesk-support@company.comReply-To: freshdesk-support@company.comIn-Reply-To: Initial message IDReferences: Initial message IDSubject: Reminder for some subjectBody: Another email messageand this email reaches to client but doesn’t reach to Freshdesk. When we remove “Reply-To” everything works fine.What could be the reason of this issue and how we can solve it?I’d apprecia

0
ruderalis.st
Community Debut
2 months ago
Benjis
Apprentice
BenjisApprentice
asked in Portals, Emails & Other Channels

Add a training (videos) section

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I create a new portal or a custom section in the theme (we have a custom theme with Breezy)? I’m not sure what is possible.    

4
Benjis
Apprentice
2 months ago
daffazhafirin
Apprentice
daffazhafirinApprentice
asked in Portals, Emails & Other Channels

How to fix Email rejected due to an unexpected error ?

I receive the error message "Email rejected due to an unexpected error. Please try again after sometime." when I attempt to send an email to our customer.Please help me solve this problem and how can I recognise the problem specifically. thanks

6
Juliana Rozario
Community Manager
3 months ago
evlo96
Skilled Expert
evlo96Skilled Expert
asked in Portals, Emails & Other Channels

Portal customization - FAQ section outside of the regular "solutions/knowledge base"

On my portal, I would very much like to have a separate tab for FAQ articles. I also want the folders arranged in a list on the left, with the articles within showing in a list with only the title showing, with a expand/collapse button right next to each title, that makes the content of the article appear/disappear.Freshdesk themselves has this:Emails : FreshdeskHas anyone here been able to do this with coding? and if so, could someone maybe provide some snippets and a short explanation of how to do it?

9
McGriff
Contributor
3 months ago
K
Apprentice
katie.byrneApprentice
posted in Portals, Emails & Other Channels

Freshdesk Custom Object in Salesforce

Hi all. Our organization downloaded the Freshdesk package in Salesforce, and we believe a custom object was created called Freshdesk Tickets. I have talked to 3 support folks at Freshdesk who are completely unaware of this. My goal is to sync ticket information from Freshdesk to the Salesforce custom object. Is this possible? If not, what is the purpose of the custom object?Thanks

9
R
Community Debut
3 months ago
gschaw
Apprentice
gschawApprentice
posted in Portals, Emails & Other Channels

Lo sentimos. Se le ha restringido el acceso a esta página del servicio de asistencia.

Cuando un cliente intenta hacer un tickect recibe este mensaje"Lo sentimos. Se le ha restringido el acceso a esta página de asistencia" Nuestro acceso url es: https://logistica-tbi.freshdesk.com/

2
Oitger
Community Debut
3 months ago
G
Apprentice
GSPApprentice
asked in Portals, Emails & Other Channels

ReCaptcha cookie & domain configuration for Widget

Hello,I've recently modified the Content Security Policy of my website by removing https://www.google.com as an allowed domain to be used.I've replaced that domain with https://recaptcha.net, which, according to their documentation, provides the same functionality while reducing the cookies that may be set by the www.google.com domain. You can find more information here: https://developers.google.com/recaptcha/docs/faq#does-recaptcha-use-cookiesHowever, since making this change to the CSP, the widget no longer functions.I have a couple of questions I'd like to ask:1. Is there any way to configure the widget to use https://www.recaptcha.net instead of https://www.google.com?2. Is there any possibility to configure the widget to use ReCaptcha V3? This new version is simpler and less intrusive for users.Thank you in advance.

4
A
Community Debut
3 months ago
vijay.mc968
Apprentice
vijay.mc968Apprentice
asked in Portals, Emails & Other Channels

Freshservice custom mailbox error - Mailbox limit exceeded

Getting below error email frequently from FreshService. That mailbox is operation on our exchange 2016, what exactly should we check in exchange logs for this custom mailbox as that is working fine.   Dear Admin,Your Freshservice custom mailbox xyz support(support@exyz.com) is unable to send outgoing emails due to 'Mailbox limit exceeded'.What are my next steps?If you had sent huge volumes of emails in the last few hours, you might have reached the upper limit set by your mail service provider. Contact your mailbox provider to increase the limit or try again later.Can Freshservice help me with this?Freshservice cannot help with this issue because this is a custom mailbox. We can only read and relay error messages from your mail provider.What happens to all the tickets/emails that should be outgoing via this mailbox?We will queue your emails for up to 72 hours and try to send them once your mailbox reconnects. Success isn't assured though due to various factors. As a best practice, it's

3
Daniel Söderlund
Skilled Expert
4 months ago
H
Apprentice
hraynerApprentice
asked in Portals, Emails & Other Channels

Removing Customer Support Portal

Hello, I’m thinking about removing the customer support portal for my business. We have created a new support website which uses freshdesk APIs to display our solutions and the support widget so we don’t want the old support portal to be accessible to customers anymore (although our agents will still be using their side which is not customer facing).  I couldn’t find how to do this in the admin panel so some direction would be greatly appreciated.Thank you!

3
hemanth.ramya
Community Manager
4 months ago
alex892
Apprentice
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

14
Abiomor
Community Debut
4 months ago
stevenjo57
Apprentice
stevenjo57Apprentice
asked in Portals, Emails & Other Channels

Why so old Google reCaptcha?

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights.  Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it.How do we get a new version of reCaptcha on our support form?  One like this?  

1
G
Apprentice
4 months ago
Sparkmodapk
Apprentice
SparkmodapkApprentice
posted in Portals, Emails & Other Channels

Integrating Freshdesk with Your Website

Hello,I am using Freshdesk as my customer support platform, and I would like to know how to integrate my website with Freshdesk. My website is URL. I want to enable seamless ticket submission and provide a support widget on my website for my customers to easily reach out to me.Could you please guide me on how to integrate my website with Freshdesk and customize the support widget to match my website's branding?Thank you!

3
fitbizsolutions
Community Debut
4 months ago
R
Contributor
Randy.LContributor
asked in Portals, Emails & Other Channels

Can someone help me change the Card Descriptions in the portal?

I Have tried to change the cards' text to say something that makes more sense. Filling up a support ticket to Fill out a support ticket. But when I change the text for one, it changes the text for all the cards.This is on FreshDesk Pro  <section class="container-fluid px-0 mt-16">    <div class="container">      <div class="row justify-content-center">        {%for card in portal.home_cards %}          {% if card.show %}            <div class="col-md-6 col-xl-3 mb-8">              <a class="card fw-horizontal" href="{{card.url}}" aria-label={{card.label}}>                <div class="col-3 px-0 my-auto text-center">                  <div class="fw-category-icon">                    {{ card.image }}                  </div>                </div>                <div class="card-body col-9">                  <h2 class="mt-0 card-title fs-18 line-clamp-2">{{card.label}}</h2>                  <p class="line-clamp-3"&gt

10
Bettina.Elizabeth
Community Debut
5 months ago

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