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Portals, Emails & Other Channels

Using Freshdesk

  • 365 Posts
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365 Posts
Croy
Skilled Expert
CroySkilled Expert
asked in Portals, Emails & Other Channels
Support and Enable in Freshdesk

Hello, I’d like to enable our distribution and service partners through Freshdesk rather than having a independent LMS. How is it possible ? Including videos in articles is not for me a sustainable way to track and measure enablements of partners. I’d like our partners to use the Freshdesk portal login, then find a section where they see the different certification programs, built on videos and a certification test at the end. Ideally something like Freshwork academy but in the Freshdesk portal , connected seamlessly and transparently with it.I am not sure if Freshdesk offers this today, has already an integration built for this or if it requires a customisation to connect a third party LMS app.

411
Akhash M
Community Debut
M
Contributor
mike.rietveldContributor
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.

1825
eeha0120
Skilled Expert
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 

572
Gautham Lakdive
Community Debut
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?  

4356
karlnharrison
Contributor
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!

46410
hemanth.ramya
Community Manager
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

8036
Juliana Rozario
Community Debut
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?

5039
McGriff
Contributor
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

2439
R
Community Debut
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/

242
Oitger
Community Debut
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.

954
A
Community Debut
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

5283
Daniel Söderlund
Skilled Expert
M
Skilled Expert
mattpayneRJSkilled Expert
asked in Portals, Emails & Other Channels
How do people feel turning off emails?

I am looking at turning off emails to our IT portal to encourage more tickets to be raised by the self service portal.Does anyone have any thoughts on this? Has anyone been able to sucessfully implement this?Also, I suppose the question would be…. how do I do this?

875
alaxendrabets
Community Debut
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!

23293
fitbizsolutions
Community Debut
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

80310
Bettina.Elizabeth
Community Debut
K
Apprentice
khawarhassanApprentice
asked in Portals, Emails & Other Channels
Integrate Whatsapp and Freshdesk free of cost

We have also brought about some enhancements to the Whatsapp<>Freshdesk integration. Here’s what has changed: Unlike before, you can now add multiple Whatsapp numbers to your Freshdesk account and manage conversations with your customers better You can now integrate multiple Whatsapp numbers without any charges for the number. Since you can purchase the numbers at free of cost, you can get any number from any part of the world and support your customers on the go globally.Note: Some charges will be applicable for template messages. The Whatsapp settings page in Freshdesk has been improved for easy navigation and set up This is another step towards offering a true omnichannel experience and seamlesshttps://mbapkguru.com/gb-whatsapp/

501
Anna Three
Community Debut
M
Skilled Expert
manovadesSkilled Expert
asked in Portals, Emails & Other Channels
Customer cannot see his tickets in the portal

What could be the problem of a customer to not be able to see all his tickets in the portal?When he opens the ticket with a link, he can view the specific ticket, but on the section with tickets he is not able to see all his tickets, and it says that he doesnt have any tickets?Which is strange, somehow the tickets are not connected to his profile maybe, but he is the requester so I dont think that is the case.What could be the reason?

781
eeha0120
Skilled Expert
WaixYourLegs
Apprentice
WaixYourLegsApprentice
asked in Portals, Emails & Other Channels
Captcha Too Small

When submitting a ticket our Captcha section doesn’t change size. It starts off requesting a tick. If it goes to the click on the X pictures the captcha window stays the same size.Users have to scroll vertically and horizontally to view the pictures. How can I resolve this?

2875
Marc Delfin ICONN
Community Debut
Louis004
Apprentice
Louis004Apprentice
asked in Portals, Emails & Other Channels
Freshdesk help widget add custom button

I would like to add a custom button that redirects to a URL and integrate it into the help freshdesk widget. Is this possible?

8944
luceb
Community Debut
jwicker
Top Contributor
jwickerTop Contributor
asked in Portals, Emails & Other Channels
CAPTCHA Fails on Widget

We have the widget on our website with the CAPTCHA required to contact us. The CAPTCHA recently started having problems late last week and our customers were not able to contact us. We sent test emails and received the same error message.No matter what you do, you cannot get around the CAPTCHA as it always states that it fails. So I had to remove the CAPTCHA requirement for the time being. I raised a ticket regarding this matter on Wednesday but it seems that it is still being worked on. Is anyone else experiencing this issue and is a fix in progress?

75120
M
Community Debut
G
Apprentice
glenn11888Apprentice
asked in Portals, Emails & Other Channels
Out of office (FreshService)

Is there a way to have out of office set agent availability? We use the app OOO but its not really a long term fix. We only use freshservice. 

1150
G
Apprentice
Malfie P
Apprentice
Malfie PApprentice
asked in Portals, Emails & Other Channels
Yahoo recipients are not receiving emails

Some of our Yahoo recipients are not receiving our emails, there an ongoing issue on this? 

38216
M
Community Debut
Shawn Morrow
Apprentice
Shawn MorrowApprentice
asked in Portals, Emails & Other Channels
SLA Timer for Agents Off

Hello,Will the SLA timer stop or continue to run if an agent is off that day and a customer replied to a ticket? Scenario:Cust sends a request at 8:00 AM FridayAgent responds with a question changing the status to waiting on customer(a non counting SLA status).Agent is off Saturday and Sunday but there are other agents in the office so we are open.Cust responds on Saturday at 10:00 AMAgent responds back at 8:00 AM MondayDid the SLA timer run the whole time from Saturday to Monday?

330
Shawn Morrow
Apprentice
T
Contributor
tgiaicheContributor
asked in Portals, Emails & Other Channels
“Allow this contact to view all thys company’s tickets” as default portal behaviour

In our use of the portal, we’ll allow every user an access to the tickets of his company (even if he didn’t create them himself). We work with client teams, with everyone having something to bring to the table: it’s important that they have acces to all tickets.In order to do so, there is a tick box in the contact details “Allow this contact to view all thys company’s tickets”. This is a painful process, to tick all this boxes. And when a new contact is created, it needs a manual action from ou part tohave an operational portal.So I suggest that there’s a dedicated setting in the Portal admin settings, that allow this behaviour to be the default one.

1786
T
Contributor
B
Skilled Expert
brownaeSkilled Expert
asked in Portals, Emails & Other Channels
Customizing SSO Login for Customer

Hi all- I’ve found some topics on this already, but the answers aren’t working for me. I want to update this section of the login page:Instead of having “Are you a customer?”, I want it to read “Do you have a WUSTL Key?”This is what I have tried so far on the login page:<script>jQuery(document).ready(function(){jQuery('.customer-login-link span').text("Do you have a WUSTL Key")});</script> It hasn’t changed anything. Can anyone advise please?

955
B
Skilled Expert
tophermueller
Apprentice
tophermuellerApprentice
asked in Portals, Emails & Other Channels
RECAPTCHA fails to load on many users'

When a user attempts to create a new ticket -- the recaptcha images appear broken but are really just in too small of a div or table. See image below. This happening to anyone else? Anyone have a fix or ETA?  

622
estebanib
Community Debut

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