Portals, Emails & Other Channels

353 Topics

asked in Portals, Emails & Other Channels

Is there a way for clients to save their filters

So the question is basically the title. Our clients complain they always have to enter their filters again when checking the platform. Is there a way they can save their own filters (like agents can do?) or is there any plan for Freshdesk to save filters in a cookie so clients always land on the portal with their previously selected filters?

301

5 months ago

acn084Top Contributor

asked in Portals, Emails & Other Channels

display ticket field to certain companies

with the help of this thread I figured out how to hide an entire ticket field from all customer companies except customer 1. How do I go about only showing the ticket field for a few customers? like company 1 and company 6 Also this hides the drop down but does not hide the field label. Does anyone know how to remove the label as well? <script type="text/javascript">{% if portal.user.company_name <> "company 1")) %} document.addEventListener("DOMContentLoaded", function() { jQuery('#helpdesk_ticket_custom_field_cf_affected_geo_3014498').remove(); }); {% endif %}</script>

473

5 months ago

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

1231

5 months ago

bidds

asked in Portals, Emails & Other Channels

Internal email responses create public replies

When a customer@differentemail.com sends an email in they will email servicedesk@email.com and sometimes CC accountmanager@email.com As expected this will create a ticket. If accountmanager@email.com then replies to the email and removes customer@differentemail.com from the chain this is then added to the ticket as a public reply. This is less than ideal as these are internal comms and as the customer is removed from the chain the intention is to not have them receive the comms. Freshdesk adding it as a public response is undoing this. It should be added as a private note. There could be a number of reasons for the accountmanager initiating the conversation and we cannot always rely on the service desk to start a private thread and notify the accountmanager or forward the ticket out as a thread. Is there a work around for this? It is unlikely that users will change their behaviour to match any system requirements.

211

5 months ago

MeriemNAIMContributor

asked in Portals, Emails & Other Channels

Users from Yahoo and Google don't receive notification

Hello ,We have configured our own custom mail box, our Domaine users receive notification from freshservice without any issue, but our users from Google and Yahoo don’t.this is only when sending notification using our email from freshservice, when sending an email from our email straight to requester mail they received it without any issue.I hoping someone run int the same issue

635

6 months ago

gkperiklesTop Contributor

asked in Portals, Emails & Other Channels

Freshdesk emails not been delivered to some clients

We came across an issue that some emails were not delivered to some of our clients.3 emails were not delivered to 3 different clients.1 of the clients said that the email was in his spam folder but the other 2 said that they never received them.

6506

6 months ago

MarcinJApprentice

asked in Portals, Emails & Other Channels

E-mails from agents not arriving

Since a few days we’ve been noticing the e-mails from agents often not being delivered.The message bounces back with a quite generic error:Reason: "The message did not reach this recipient after several attempts. This could be due to connection problems with the remote server or temporary problems, such as a full mailbox. Try resending the message after some time.. Any idea on this? It used to work fine for about 2-3 weeks before, new tickets stil get created so in general the inbound traffic works.Just to make sure I’ve also whitelisted the Freshdesk domain in our antispam filter in O365.It sometimes works and sometimes doesn’t, which is pretty frustrating for the agents and it ‘seems’ to happen mostly when there are 2+ recipients in the CC.

562

6 months ago

Steve.O.HFApprentice

asked in Portals, Emails & Other Channels

Emails from the same sender being merged into one ticket

Hello!We are experiencing an issue where multiple, separate emails, are being merged into one ticket. The emails are from the same sender and are being sent in fairly short successions. This is fairly common for us so I would really like to know how we can avoid these being merged.We have no “Merge” apps installed, so this is a freshdesk issue, has anyone else experienced this? Or has anyone found a solution?Thanks,

651

6 months ago

DJLTop Contributor

asked in Portals, Emails & Other Channels

status page visible in self service portal

Are there any widgets or steps on how i can make the status page visible when staff access the self service portal? Ideally i would like to see fif this can be linked to the service catalog

1244

6 months ago

Susanne EwéoContributor

asked in Portals, Emails & Other Channels

How to hide one values in dropdown field?

What would be the script to hide one value from the ticket Type field on the customer portal?E.g. to hide value ‘Complaint’ from the Type field.

431

6 months ago

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

Removing 'mark ticket as closed' button from Customer ticket view on the portal

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

1083

6 months ago

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

Vanity support URL or custom support URL in Fresh Service?

Hi allWe are running Fresh Service in MSP mode but would like to stick to just one portal URL for agents and customers. We want to change to a vanity or custom URL to become support.companyname.com rather than companyname.freshservice.comThis article seems to indicate a different method for MSP mode Setting up a custom domain for your service desk | Freshservice Rebranding : Freshservicebut I also came across this articleUsing a custom support URL and pointing the CNAME : Freshdesk Has anyone done this and can point me to the right method. We just want every URL our agents or our customers see to be support.companyname.com. I know I’ll need some kind of cname and possibly a certificate? thanksAndy

882

6 months ago

Ivan_CROTop Contributor

asked in Portals, Emails & Other Channels

Outbound email permissions

Hi,We have several email addresses in our Freshdesk instance, each email lands in different group and not all agents have permissions to access al groups.The issue is that all agents can create new email and send it as any of the emails registered in FD.Is there any way to block the users from using all addresses?

1447

7 months ago

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

query re custom portals

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 thanks

181

7 months ago

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

Ticket logging via email - non whitelisted customers

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

341

7 months ago

SilviaContributor

asked in Portals, Emails & Other Channels

how to hide the agent name in the portal

Hi, I would like the name of the agent answering the ticket to not be shown in the customer portal. it's possible? Thank you

5137

7 months ago

LaurentiuApprentice

asked in Portals, Emails & Other Channels

DKIM setup request gmail

Hello, I have “maybe” a problem with this request to configure DKIM.In my account shows that i have 2 domain names to configure:gmail.commycompany.comFor dns records I’m using cloudflare. so it was easy to verify “mycompany.com” - tooks seconds Now, what about google.com (gmail.com)Why should I update on gmail? Our suport helpdesk receives emails to one address only: helpdesk@mycompany.com. this is managed (like all our emails) indeed, on google workspace, but, the dns records are all managed on cloudflare - it doesn’t matter who is the registrant of this domain name. and now, let’s asume that… I HAVE TO CONFIGURE on gmail as well - where I can find this , where should be configured? Thank you,Laurentiu

612

7 months ago

JaapbgSkilled Expert

asked in Portals, Emails & Other Channels

Hide agent name from portal ticket list snippet

I was able to hide the agent name from the ticket details with;jQuery('#ticket-field-agent').hide();And some other fields like this; var SupportForm = ['helpdesk_ticket_priority'] SupportForm.map(function(field_id){ jQuery('#'+field_id).parents('.controls ').remove(); })However the agent name is still showing to our customers in the ticket list view on the portal.{% snippet ticket_list %} The agent name doesn’t have a field id or it’s own div here, I could hide the whole help-text line but that would also remove the created by and created date information from the list view.I need to only hide the agent nameHow can I achieve this?

60211

7 months ago

DennisGlobalApprentice

asked in Portals, Emails & Other Channels

Emailing Articles

When we want to email a Suggested Solution as Inserted Content, the footer logo's get sized 3x or more when recieved in the email.How can we prevent this?Article:Email:Comparison: Any help would be appreciated.

7 months ago

edward.kimSkilled Expert

asked in Portals, Emails & Other Channels

Is 'Change' ticket only available for Requesters to submit using Home Portal or can Agents also submit it?

Hello, Our team has been looking to make use of ‘Change’ ticket’ (https://support.freshservice.com/en/support/solutions/articles/50000001761-requesting-changes). From what we checked on the Portal page, it seems only Requesters are able to submit a Change ticket. Is there a way to allow Agents user to also use the form to submit or could someone please confirm if it’s only available for Requesters user? Thank you

641

7 months ago

WhysynApprentice

asked in Portals, Emails & Other Channels

Changed Global Support Mail, emails not sending

Good evening,We were testing Freshdesk (free tier) and decided to change our support email before going live.I’ve configured and logged in to the new address (365 integration) and it receives messages and creates tickets fine, but it does not send anything back to clients. The verification email never arrives, but I know we’re logging in and working since inbound emails are creating tickets.We’re hoping to go live as soon as possible, thanks for any pointers to get this fixed.~Whysyn

913

7 months ago

JUANCARLOSApprentice

asked in Portals, Emails & Other Channels

FRESHDESK Multiple sessions and multiple devices for one agent

Hi how are things?Maybe you can help me.For my small business, I want to buy the growth plan, with an agent, my question: how many parallel simultaneous sessions can that agent have? Can you have multiple simultaneous sessions on different devices?Thank you

911

7 months ago

vedkApprentice

asked in Portals, Emails & Other Channels

Render 2 Widgets on Same Page

Hi, I am trying to render two widgets on the same page. But at a given moment of time only one widget is visible . Please let me know whether if its possible to render two widgets. If yes please share if any documentation is available. Currently trying to render like this.

983

8 months ago

jannikalbersApprentice

asked in Portals, Emails & Other Channels

Server Error with GoogleMail

Hi, we are using Freshdesk connected to our GoogleMail-Support-Adress.This was working for 2 years without any problem - just today we got confirmation that there is no server connection. When loggin in to Freshdesk we can connect (and also reconnect) to google drive.But when saving we got the message that there is an error with authentification on SMTP-Server - but we did not connect via SMTP, we connected directly via Google-Login.Whats the problem?! Thanks in advance!

344

8 months ago

waynegoldsApprentice

asked in Portals, Emails & Other Channels

How can a customer set priority in email

I am looking to understand how if a customer sends and email how do they set the prioroty/urgency of the ticket?

1121

8 months ago

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