Portals, Emails & Other Channels

We have this product field showing up in ticket field. May I know how to remove it or atleast rename the “example” product?It is a little annoying! 

Hi, I am looking for a video I saw a couple weeks ago which I am not able to find back.  It was about a testimonial from a company implementing the Freshservice Self Service Portal with Solution Articles and Service Items.  The good thing in this video was that they explained the steps to take + the need to create a formal project of this with support from C-level management.Can someone help me with this and send me the link .  Can be in reply to this conversation, of send to friedo.deridder@kemin.com.

Hi all, I’m trying to hide the ticket options in the portal for all but one segment of our customers. I have these customers separated in to an “Admin” segment. I see a snippet to hide the ticket options alltogether, but not for a specific segment. I was given the placeholder portal.user.segment, but I’m not great as CSS and can’t figure it out! Can anyone help?  the snippet I saw in another thread to hide tickets all together from the portal: #header-tabs a:nth-child(4){ display:none;}.footer-links a:nth-child(4){ display:none;}

Hi,Part of activity is recurring and we need to remind some of our customers to send us specific information/document every month / every quarter / every year.I know which companies have to receive those messages from my custom fields.Can I schedule from Freshdesk a recurring automatic email that would create a ticket so that my customer only have to answer to it ? Today, I use Blossom.

Since this basic function isn’t built-in to one of leading ticketing systems, how are people scheduling tickets with Outlook? I’ve asked about Outlook Calendar integration with support chat and via direct email to support@freshdesk.com. Freshdesk has not provided a response.   There’s not even a ‘calendar’ tag available in this forum. Are people just not using calendars any more? How to you schedule your day and week? 

We have encountered issues with font sizes in Freshsales Suite that are known previously by other customers and make Freshsales Suite unusable for outbound emailing.   I wondered if anyone across the community had encountered the same issues and/or had found a workaround. The Freshsales support desk highlighted that we should factor in a magnification of 1.33 when choosing font sizes in Freshsales as when any email is received in other applications like Gmail, m365, outlook they will be displayed in a smaller font.  Whilst annoying to have to calculate font sizes so that they appear in the normal range of font size 11-12 I have since found out that Freshsales has a gap in font sizes.   8,8,10,11,12,14,18 …..  To cope with a 1.33 magnification a font size selection in Freshsales of 13, 15 or 16 needs to be available to create a resulting 11-12 size font in other applications.  The support desk suggested a work around in changing the HTML code but then admitted that the change wouldn’t w

Hello, We are interested in utilizing the customer portal feature, but are looking for a way to hide our internal notes. We essentially created a contact (for example contact name would follow this scheme ‘Internal Notes - TiresRUs 00300’ ‘Internal Notes - TiresTireTire 00400’ etc.) for every dealer within our system. We then link this contact to the company in the name. This contact is used when we don’t have the person who called in as a contact or when we have a meeting with a large group from that company or even when we want to make internal notes about their account. The issue we are running into is that if we give the user access to see all tickets on their portal (all tickets for anyone with the company) then they could then see our internal notes tickets as the generic contact is tied to the company. See the dilemma? We are using private notes, so while the customer could not see detail, they could still see a ticket out there and it could lead to unnecessary questions.  Has a

Hello, I have 2 different portals in my organization, one is internal and another external.Today I can see that if someone uses the URL of the internal portal, they can access it and create tickets because the Everyone is set to create tickets in the portal options. Here is the current configuration: Is it possible to make the internal portal only accessible by internal people? 

I am configuring a Freshdesk demo account which is needed for a demo tomorrow. I encountered this: “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” first thing in the morning.  Had a chat with customer specialist and open a ticket myself, but the problem still persisted. We have lost more than half a day of preparation already. What are your experiences? How long did it take Freshworks to resolve your problems when you faced similar problem? Shall I forget about what I have prepared so far and create another trial and redo everything? I have around 22 hours before the demo. 

is there anyone facing Facebook and Instagram oEmbeds Breaking Issue?? 

We have occasional issues where a ticket created via email, is missing text.   Weirdly enough, the only time it happens, is when the text is copied/pasted from the McMaster-Carr Website.  ============For example, here is the text in the service account’s email.  Google Business Workspace or whatever Google is calling their business email these days.  This is the same text in the Freshdesk ticket: ===========================I opened up a support ticket, but the response was to have the original website change their HTML.  Unfortunately not an option.Has anyone else seen this or have a workaround?

We want to simplify the Portal for certain users and limit the service items visible to them.  We don’t want to restrict those items for other groups, so I cannot say “only visible to” option because it needs to be visible to everyone, but for this group limit only seeing a subset of the service catalog?  Any ideas? For example, for our walk-up Radio shop, we want the service catalog for those users logged in to only show Radio items.  

If anyone is wondering why their pages rank poorly on FreshDesk, one of the potential solutions is to customise your portal (Admin → Team → Portals → Customise Portal →  Layout & Pages → Portal Layout → Head) and setup the correct tags for inclusion.The FreshDesk “Head” defaults are poor / obsolete and will cause your pages to rank and spider poorly. If you edit the Head you will see the following default:<title>{{ meta.title }}</title>{{ meta | default_meta }}Your mileage may vary but I found you can replace the above with the following, using dynamic placeholders, to provide better page SEO. Remember to keep your page title to between 30 and 60 characters, and your page description between 50 and 160 characters. I hope this helps someone else out there struggling with FreshDesk’s poor SEO capabilities.<!-- Replace "Your Site" with your actual site name --><!-- Replace "Your Company" with your actual company name --><title>{{ meta.title }}</title&g

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? 

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 

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

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

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 

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.

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

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?

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 :  

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 

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,

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