Portals, Emails & Other Channels

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

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.

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

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

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

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

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.

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.

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?

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

We are trialing out the free trial and we are getting the following error when trying to send out outgoing emails - anyone know how we can address this to ensure we can send emails out. “Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com”

I have opted for free plan in freshdesk and widget stopped working which was working before in trial. Can anyone help me here.

Is it possible to set up a second portal for freshdesk, whose domain url would end for example in “.de” and not “.com”? I know that I can set custom url, but I don't know about the ending.

We are trying to create ticket as an Agent from the API, we’ve tried different things as using responder_id; or email_config_id, we trying with different source but We can’t get it, If somebody get this done, we’ll appreciate any help on this topic. if is not possible because is a limitation of the API. We think this would be a good feature to integrate into the API. 

Is it possible to create a ticket as a Agent,Onbehalf of the Customer,But having to wait for a response from the Customer?When i make a ticket for the customer now, The Agent has to react in a certain amount of time.But i want the reaction time to be on the Customer side. Not the Agent side.(to prevent SLA issues)

Hi,We have a lot of customers send through PII data in emails which ends up in our Freshdesk tickets. I understand the level of security freshdesk provides, but I'm looking for suggestions on how to to note its collection and restrict its distribution.Has anyone dealt with this before?Should I use tags to mark it as sensitive info and have the email redacted so that when the customer is replied to the PII info is not going back an forth etc.Any suggestions would be appreciated.  

When a customers try to open a ticket they receive this message"We are sorry. You have been restricted from accessing this helpdesk page"Can you help me please? DP

Hi: I´m getting, again and again, this message:  “Something has gone wrong. We were unable to connect to your custom mailbox. See details” But when I press “see details”  I see nothing. What could this be?

Hello,How can I collect recurring emails under a single request?Thanks.

When one of our agents creates an internal ticket (so his own name as requester) our internal customers cannot see these tickets.Our company name is CONTOSO.Internal customers (so not agents) cannot see these tickets like our customers can for their own company. (Collaborator is not a solution)We can assign the ticket to a dummy internal email so that it gets assigned to our internal company name (best work-a-round so far) however the requesting agent doesn’t receives replies anymore when another agents replies to the issue. There are workaround for this also, but what would make more sense is, that if some from @contoso.com creates a ticket, agent or internal customer alike, the ticket gets assigned to the corresponding company CONTOSO. This would also fix issues in empty company names in analytic reports.How is this supposed to work/e.g. how can I get the agent created tickets (where an agent asks support) assigned to a company

In testing this new feature (which I am very excited about) I noticed that the emails do not show directly in the customers inbox, rather they get filled away and filtered out. Any ideas on how to fix? I’ve had to resort to mail merge to ensure our customers see emails and would love to take advantage of this feature - but it’s a low hit rate for me. 

There are people in my organization that are agents but that can also send tickets in.  If I have them specified as an agent, and then also try to give them a contact record, I receive: When I click on “View contact” it takes me to their agent record. It looks like in the past that my organization gave them other email addresses (either aliases or dummies that didn’t actually exist) but what is actually the best practice for doing this? Thanks!

So I am relatively new with Freshdesk.  I have found that if my support email is within a distribution group and someone emails that distribution group a ticket will eb created (As I would expect).  The challenge is that when someone else in that distribution group replies, a new ticket is being created each time.  So for my case I have a ALL group that is frequently used to send notifications to all employees.  When employee A sends the first email it works as expected.  A ticket is created in FD, and that employee is set as the client.  The issue comes into play when Employee b responds.  When that occurs, a new ticket is created. So if Employees B,C,D,E,F all reply, is will cause there to be 6 independent tickets created in FD. This also happens with when the ALL group is CC’ed on a reply in a ticket.  Any reply back is creating a new ticket.

How do I remove this unwanted banner notification from the tickets view as there is no close button?