Portals, Emails & Other Channels

How do others utilize Facebook within Freshdesk.  It is very nice how the twitter posts feed into the Social area and you can review without every tweet becoming a ticket.  Would be great if you could monitor Facebook posts in the same way without them becoming tickets.  I understand you can use the filter for key words but it would be nice to have a social media agent you can monitor the entire Facebook flow without leaving Zen.  THen being able to convert specic posts they see into tickets manually.Are there some marketplace apps that some have utilized that provide greater functionality with Facebook/Fresdesk in this way?  Would be nice to have it contained within Fresh and not having to leave to a third party app.

Hi, I have created a new Service Category in the in service catalogue in Freshservice but it is not showing in the customer portal? Is there a limit to the number of service categories I have 16 plus the “All Service Items” header.many thanks

Hi Freshdesk Support,I’m unable to edit or add a background image or icon in Freshdesk, even though I have Organization Admin permissions. Currently, I can edit the HTML/CSS and pages, but I can't find any option to add a background image or icon to my portal.At the moment, I'm using icons from the default Freshdesk data. The image “Picture 1” shows the option I’m looking for, while “Picture 2” shows my current theme editing workspace.Could you please advise how I can enable or access these options?Thank you.

Hi,When a customer submits a ticket via the Customer Portal Form, then for us it is necessary to get his/her phone number and address. Fundamentally the phone and address data are part of the Contact record.Therefore I do not want to create additional custom fields for them, because they would be duplicated this way. What is the best way to collect such data via the Customer Portal Form, even if the data will not be populated with the built-in contact fields used for the same purpose. Thank you for your suggestions!

Hi, I have had a freshdesk account for several years. today I sawis this message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”  My account is https://poderjudicialvirtual.freshdesk.com/ Everyday I get around 50-60 tickets. It is kind of urgent for me to solve this. Any suggestion?  Thanks a lot in advance,

In Threads Discussion you can send messages with the key combination CTRL+Enter instead of the “Send” button.However, if you use the key combination, it often happens that only part of the written text is sent and not the complete text. The other part of the text is lost and cannot be called up again.What could be the cause of this error or how can we avoid it?Thanks

I’m having the issue where the boxes we have on our frontpagehttps://support.aurocon.io/en/support/homeIsn’t working, the first two Getting Started and Video Tutorials, stays in English, when you click on them, even if we have the site langauge in Spanish, they go back to the URL of the English version.However further down on the image, we do have the boxes in the orange area, where those are working just fine.I cannot see to fix the coding issue, can someone assist?Attached in the .txt file are our current coding from the portal home, in the theme files. 

Hey everyone,Is there a way to implement the search function in the header? It’s the placeholder,                     {{ portal | search_element: search_text }} that I want to use, but if I make any css changes to it, then It will change the one on the front page as well. Then I would need to do something like making it a div-class with a custom name, and then add the search, but the css styling is so bad.Is there a way to achieve a search bar in the header? Image 1, is how it looks now (No search in header)  Image 2, is somewhat how I want it to be, so that on every single page, you can search from the header/menu

I need to customize this alert I’ve inspected and copied the selector yet when I apply the styles in the CSS it just doesnt take I believe it is customizable because upon inspecting and changing style via the browser it takes like a charm   

We’ve recently started experiencing an issue whereby email notifications for both internal support group members and the requester are no longer being sent/received on submission of a new support case via email.Email notifs are being sent when actions are being taken on the ticket (e.g. status updated, etc.) however not on submission (which acknowledges that the ticket was received, alerts team members of a new case, etc.)I’ve seen references to possible sending issues caused by Freshworks imposed blocks due to high spam volumes (which we’ve been experiencing). Any help from an official Freshdesk agent on the matter would be greatly appreciated.

I am finding I go to reply to an email chain and when I click the reply button the response email doesn’t include any history of the previous email correspondence? 

Hi, slightly unusual request but we’d like to stop our customers from being able to use the ‘Mark Ticket as closed’ button from their ticket view on the portal.  Anyone know if this can be done?  It’s to stop tickets being closed without an agent adding resolution notes and sending out the CSAT survey etc. thanks 

Hi, I’ve configured some whitelist domains for our customers in the Admin - Portals - Settings - Email domain restriction.Do emails coming in that don’t meet this domain criteria for auto logging a ticket get logged anywhere? I know if a ticket is dropped for a deactivated customer contact the email goes to spam view but can’t find where the ‘dropped’ emails go in the system.  ThanksAndy   

I have multiple ticket forms two of which are used for Feature Requests and System Bugs.  We share a list of all of the Feature Requests and bugs with our customers and I was hoping I could just build a custom ticket view and surface that in the portal.  That way it is always up to date.  This seems like quite a basic feature for a support portal but not something that Freshdesk portal currently offers which means I am going to have to resort to a manual process of keeping an article up to date.   I appreciate that Forum topics could be used to manage the above but that doesn’t work for us as we replicate bug tickets in DevOps and used Freshdesk to manage our roadmap items.Anybody found a workaround for this? Ok, so cannot update title…. “Portal”

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 wa

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

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. .  

Estamos recebendo diversos relatos de clientes informando que usuários com permissão para visualizar todos os tickets da empresa não estão conseguindo acessar esses tickets, que antes conseguiam. Poderiam nos ajudar a resolver essa questão, por favor?

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,

Hi all If I am sending a new Mail via the “new email” button it creates a ticket. However if the customer replies to this newly sent email it creates a new ticket and doesnt show the reply in the original ticket where I created the message. I would expect the reply to be created as a thread with in the original mail ticket. What can I do to create the new reply in the old thread?Thanks and best regardsBen 

Hello,I have a problem. I’m doing a redesign of the Freshdesk user portal based on the MINT theme. The old code to display tickets is as follows: “<section class="ticket-page">  <div class="container">    <div class="ticket-toolbar pull-right">      <a href="{{ portal.ticket_export_url }}" data-target="#export-modal"          id="ticket-export-button" rel="freshdialog" class="d-hide"          data-submit-label="{% translate portal.tickets.submit_export %}"          title="{% translate portal.tickets.export_ticket_data %}">        {% translate portal.tickets.export %}      </a>    </div>    <div id="ticket-filter-container">      {% snippet ticket_filters %}    </div>    {% snippet ticket_list %}  </div></section>” When I copy and paste in

Hello,We use Freshdesk server to send mails but we regularly get undelivery notification to some providers. DKIM and SPF are correctly set up, but recipient’s provider nevertheless rate our email as spam.Can somebody who already went through such issue share about how they fixed it?Thank you

We want to modify Customer Portal in Freshdesk but when we try to bring the snippet ticket_list on Portal Home page, it gives Liquid error. Adding snippet new_ticket_form works.  Also, how do we customize the new_ticket_Form, we want to change the dropdowns to card view.

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?  

Hi, bit of a noob question but we have the standard portal at FreshService;https://companyname.freshservice.com/support/homeAfter a user logs a ticket and then activates their account they get redirected to log onto this portal. We also have a custom portal configured we were going to use for customers;https://ouraccountname.companyname/support/home My ‘test’ customer account can sign into either portal and get the same view of cards, open tickets etc.  So is there a way of making our custom portal ‘default’ for customers without them being redirected automatically to the standard portal if they click on a ticket link in an email. I’ve just clicked on a link for my test account to open a ticket and got directed tohttps://companyname.freshservice.com/support/tickets/54 th