Portals, Emails & Other Channels

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>

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. 

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 

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.  

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.

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,

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. 

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

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?

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

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 

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?

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 

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

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.  

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!

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

We have had several instances where the customer misspelled their email address, and consequently did not receive any response from us when we responded to the ticket. We get an “undelivered” notice when this happens. We do not want our customers to think we’re not replying to their questions. Is it possible to implement a second, "confirmation" field for the email value, to help mitigate this issue?

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.

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.

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 

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?  

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!

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

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?