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Using Freshdesk
Portals, Emails & Other Channels

Portals, Emails & Other Channels

Using Freshdesk

353 Topics
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353 Topics

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KarlosApprentice

asked in Portals, Emails & Other Channels

CSS in FreshDesk has serious limitations

Ok, so when styling up a portal in FreshDesk the CSS page under customization appears to be VERY limited.Single and double quotes are escaped into HTML safe variants @ symbols are simply not allowedGiven that these issues mean that ::after/::before pseudo classes can not have content added, and that media queries are also impossible, what gives? I understand that you do this to prevent DB injection by removing suspect characters, but it REALLY hamstrings the product.So, we’re forced now to have an external stylesheet to achieve what should be a simple matter.The product forces companies to do work around after work around after work around when it comes to both branding and forms.You guys really need to sort this out.Unless, of course, I’m missing something obvious?

AnDy_GRApprentice

asked in Portals, Emails & Other Channels

No SSO icon on the portal sign on page

Hi, we have 2 accounts with Freshworks, one Freshservice Enterprise and one Freshdesk free tier. I have setup SSO in both and the authentication works fine. On the FreshService instance sign-on page I get a button “Sign in with SSO”. I don’t get the “Sign in with SSO” on the Freshdesk instance. How can I make sure the Sign in with SSO button is available on the Freshdesk portal log on page?freshdesk logon page

Node-RedApprentice

asked in Portals, Emails & Other Channels

Error when using microsoft 365 and sending response emails from FreshDesk

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:postmaster@outlook.comYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this IP. For more information please go to http://go.microsoft.com/fwlink/?LinkId=526653 AS(8561) [ME3P282MB1553.AUSP282.PROD.OUTLOOK.COM]'Original message headers:Received: from SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458]) by SYZP282MB3210.AUSP282.PROD.OUTLOOK.COM ([fe80::2436:3e8c:9770:b458%5]) with mapi id 15.20.51

posted in Portals, Emails & Other Channels

Quinoa Theme for Freshdesk Portal

See our demo portal.Introducing Quinoa theme for Freshdesk, it features a clean layout on the homepage highlighting key information as custom blocks that can be linked to any URLs, category blocks, video blocks and many more. This theme is loaded with great and useful features. Please keep reading to learn the details :)Theme Features Hero Section - Showcase your Help Center with a hero image or video that represents your brand. Change the hero image height and opacity through the theme settings. Customizable - You can brand the theme with minimal coding efforts. Most of the colors, fonts, icons, and images can be updated via variables in the theme file. Video Blocks - Highlight your Youtube videos or articles with videos on the homepage. Support Channels - Let your customer reach out via support channels they're comfortable with such as Whatsapp, Skype, Messenger, Telegram, or email. Multi-language - Built for global companies serving different languages. This theme s

FHillApprentice

asked in Portals, Emails & Other Channels

Email Summary of All Open Tickets

First time poster - I tried searching for this first, but no luck. We want to generate a Daily Summary Email of all Open Tickets, rather than email every argent every time a ticket is created? I tried setting up a Time Based rule, but that’s still a ‘per ticket’ email and not a summary of multiple tickets? Hope this is an easy ask for someone in the community.Forrest

chmohantaApprentice

asked in Portals, Emails & Other Channels

Anchor text color

Recently trying to create articles with the existing “User Guide” template. I happen to struggle with the font color of anchor links. They look okay with the Editor as the anchor links are colored blue. Editor screenHowever, when I move to the preview screen few of the anchor links seem Black, just like a normal text. I force change the text color to Blue, but to no help. Is it just me who faces this problem?Preview Screen

SujeethApprentice

asked in Portals, Emails & Other Channels

Escalation Matrix

Hi,I would like to understand the process for escalating product defects/issues.I am trying to integrate Freshsales and Freshdesk and face a lot of challenges with the sync & integration capabilities. Its been more than a month since I reported the issue and the support team haven't been able to provide a proper resolution yet.Can somebody let me know what is the escalation matrix ? Any contact information - email, phone numbers would be of help. Thanks for the support.

naptown.nerdestApprentice

asked in Portals, Emails & Other Channels

Freshdesk SSO & Portal

Hello, I’m having quite the trouble setting up Freshdesk and am doing so in an attempt to set up our company’s first IT Helpdesk and general Kbase solution. I believe Freshdesk offers everything I need, but if I can’t get this figured out soon I will have to find a different solution. I’m hoping this Topic post gets a fast response. I have a custom domain for Freshworks SSO w/ Okta. This works, without issue. I also have a custom domain portal for my contacts (employees) to use. When I create a Freshworks custom policy for SSO, so that my contacts can authenticate with Okta via the Custom Domain Freshdesk Portal, it asks me to select from a list of services - of which it refers to the original Freshdesk Support Desk domain name (not the custom Portal name - I suspect this is only referring to the account and not an issue). Thus the problems begin: From Okta SSO: I click the new tile for Freshdesk, expecting to land on the Portal, and it takes me to a page at my Freshworks

leetoleeto071Apprentice

asked in Portals, Emails & Other Channels

Freshdesk Integration on my site

I want to host knowledge base for my users on my website using freshdesk. But i want this knowledge base to be accessible only if the user is logged in to my website. if he has not logged in then he should not be able to see the knowledge base. how do i implement this?

zainaleeApprentice

posted in Portals, Emails & Other Channels

What is the best to use same footer for all sections or pages on any site?

Hello Everyone, I’m following this solved thread but still in search best solution.I need to add a disclaimer below the solutions. A link would also be fine, but I would prefer to have the text directly on the same page.Please note that the request is not about removing the footer (with the credits to Freshdesk). I just need to add additional text.Thanks in AdvanceRegards: Zaina

dsherwinApprentice

asked in Portals, Emails & Other Channels

Reply creator information in conversation listing

I am using the FreshDesk API to feed my customers ticket information. When I create a reply for a customer, I set the user_id of the reply to that of my customer, which I had previously created a contact for. Now I want to display the ticket and all the replies to that ticket. I request a conversation from a ticket using /tickets/[id]/conversations it responds with an array of replies, as expected. In each reply in that array I get user_id of the contact that created that reply, however I dont get any extended information like name and email. I want to be able to display the name and email of the person who created that reply in my list of replies to the ticket. My workaround right now is that I have to make a call to retrieve a list of all contacts, retrieve a list of all agents, and then retrieve the conversation, and manually map the user_id to a name and email. This is very inefficient. Is there any way to get extended information about the creator of a reply in the conversati

MandanaContributor

asked in Portals, Emails & Other Channels

Unable to forward a ticket

Hello, When i want to forward a ticket to an other person, i click on the button “Forward”.But nothing is sent.The parameters are good for IMAP in and out, we receive notifications ans when we click on Reply, all is good.This option does not work :And this option :

HannahWApprentice

asked in Portals, Emails & Other Channels

Up to date list of free themes for portal?

Hey, Does anyone have an up to date list of free themes for Freshdesk Portal? I’ve found one thread but the links don’t seem to work so could do with an updated list Thanks

kwan_kwan_12345Apprentice

asked in Portals, Emails & Other Channels

Where to edit New Activity email?

I got an email titled “New Activity” as follows: I want to change the content of this email but can’t find it in Email Notifications -> Agent Notifications.Can anyone tell me where it is?

Mary's teamApprentice

asked in Portals, Emails & Other Channels

Inquiry on Freshdesk White Labeling Options

Dear Freshdesk Team,We are interested in white labeling options for Freshdesk. Can you provide information on customization possibilities, including our logo, colors, and visual elements? Is it possible to use our own domain? Can we remove or minimize Freshdesk branding in the user interface?Thank you for your attention. We look forward to your response.Best regards,

Perry.gyApprentice

asked in Portals, Emails & Other Channels

why is there no signature when i forwarded an email ?

When we forward an E-Mail within the threads there is no signature. But if i reply on a ticket there is one. Is there a way to set this

semiilaApprentice

asked in Portals, Emails & Other Channels

Failed to load templates. Error: "Failed to retrieve associated credentails."

Does anyone have any insights into this error? The only connection I can think of is that I changed the email address for the owner/administrator from one at an old domain I no longer have to a different one at a new domain. Once I did that, the error began to pop up. I am however able to log into the portal and manage everything I need just fine. Thanks for any direction you can give.

Steve SmithApprentice

asked in Portals, Emails & Other Channels

Predicted email options

Hi,Is it possible to turn off predicted email addresses when sending or replying to a ticket?Example - replying or forward within a ticket - typing ‘dav’ and a list of all contacts that contain ‘dav’.Thanks

daibtApprentice

asked in Portals, Emails & Other Channels

How to change default font and size

Hi AllMy site https://bsd.freshdesk.com/support/solutions/articles/67000667081-t%C3%A0i-li%E1%BB%87u-gi%E1%BB%9Bi-thi%E1%BB%87u-gi%E1%BA%A3i-ph%C3%A1p-odoo-b%E1%BA%A5t-%C4%91%E1%BB%99ng-s%E1%BA%A3n That, I need change default font and normal size - Could you help me how to do it?Thanks in advanceTruong Dai

KittyBApprentice

asked in Portals, Emails & Other Channels

migrate CC on email to new ticket when splitting a ticket

When I split a ticket, I’d like the current CCs addresses (from the mail where the split is from) to also be in CC on the newly created ticket

Sebastian OcampoApprentice

asked in Portals, Emails & Other Channels

How to avoid the history message in each reply

When the customer replies to a ticket from his mailbox, the conversation history is resent, How can avoid this kind of behavior?

Secrecy7919Top Contributor

asked in Portals, Emails & Other Channels

Agent emails for ticket assignments not working correctly

Hello! My team is having an ongoing issue with agents not receiving some ticket assignment emails. The option is configured in the settings and most do get sent, but not all. This has left us in a tricky place as those tickets don’t get addressed in a timely manner due to the agent not being aware of something to take care of until they have to login to the system for another task. Everyone in the chain then gets frustrated by the problem, from the agent to the customer to myself as the admin. I’ve looked into it but there isn’t anything I can do another than confirm from the email box that there are no “Ticket Assigned” emails for the tickets in question when they get brought to my attention. This happens over multiple email ingest accounts, multiple agents on different teams, and from both new tickets that get auto assigned as well as manual assignments from other agents. Is there anything that can be done about this? Thanks.

VDV_ADIApprentice

asked in Portals, Emails & Other Channels

How to change the "from" email address in a ticket

We have several email addresses and groups in Freshdesk. In some groups, when replying to a ticket we can change the from email address via dropdown, but not in others. It doesn't matter if you are an agent or admin. Why is that and where can I activate or deactivate this?Many thanks in advance.

PlanCUApprentice

asked in Portals, Emails & Other Channels

Widget disappears from Safari

The Freshdesk help widget in our client application suddenly disappears on some clients. If they open the environment in a private Safari or Chrome window, they do see the widget again. On "regular" Safari it does not. Has anyone had the same experience and how did you solve it?

davidumvApprentice

asked in Portals, Emails & Other Channels

FreshDesk Themes

Around Christmas time of 2022, fresh service introduced the option to change the freshdesk theme to a holiday one. I am wondering if there is an app or something integrated into the system that we can introduce for users to be able to change their own theme at will. Our support technicians are the people I am referencing to

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