Portals, Emails & Other Channels

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/

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.

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

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?

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!

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

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/

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?

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?

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

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?

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. 

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

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?

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.

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?

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?  

Is there a way to hide dropdown choices in a ticket field based on the requestor’s company segment? In our ticket form, we have a Type field that determines which sections are shown. Only our Distributors company segment should be able to select the New license option. 

One particular user has mass spammed our support email address 2 times in the last 2 weeks.  For the first one, I contacted FS support and after a few days, they realized the user was blocked and had to manually unblock them on the backend.  I thought the issue was on our side until it happened again and realized it is some type of loop or issue on the FreshService email side.  4 days have passed, and support is lacking on helping.  The user is a VIP and needs to open up tickets via email for their processes but is blocked.  To explain further, the user opened 3 tickets last week, no issues.  The 4th one was opened via the support email address which forwards to the FS email.  In 8 minutes, 142+ emails flooded the support address along with all the users who were CCed.  As soon as FS blocked the requester, all emails to everyone stopped.  After troubleshooting with the user, the first time it happened, it was sent with Outlook via a Macbook.  The second time, an iPhone via the Outlook

I receive this error message “Email rejected due to an unexpected error. Please try again after sometime.” I tried it multiple times and allways get the same error message. At this time, I received this error only for two email addresses under tone specific domain. Direct mails to this address via outlook works fine.Any explanation or solution to this issue. Thanks.

I have a problem with forwarded email from agents. I’ve enabled the option “For forwarded emails, use original sender as requester” as explained in the article https://support.freshdesk.com/en/support/solutions/articles/208268-using-sender-s-name-as-ticket-requester-in-forwarded-emails but when i forward a mail received from a customer (i’m an agent) to our support email the ticket is created with my name and address as requesterHow can i solve this?

Hi freshdesk Why are you allowing your platform to be used to send out phishing emails?! 

When we configure the support email address under admin setting the customer wants to enable the 2FA so that only authorised SaaS application can access their email server... example by using MS Graph API. Does Freshdesk support the same ?

Is there a feature on conversations in Customer Service Suite that automated to be a ticket on Freshdesk by automation?If anyone khow this feature, can you help me to find. Thank you. 

I want to use the Freshdesk portal to release product news to our customers.I am looking for a way to alert the customers when a new article is released to a category. (I called Product news)Is this posible to do, or is there a better way to do this.