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I’m having a problem submitting tickets on our site - raleighschool.freshdesk.com. After submitting a ticket, I get the error “We are sorry. You have been restricted from accessing this helpdesk page.” In looking at other tickets other customers have posted, it looks like Freshdesk support needs to do something to fix it. Can someone take a look? 

-Paul

 

Hi ​@pgiralt,

Greetings from Freshworks Community!

I had your account details checked and it looks like the spam score threshold has been crossed.

Reasons: 

  • There are multiple cases where the spam score could've been increased, one common issue being the IP address frequently used to access the portal, as well other parameters like emails and subscription emails containing spam content, solution articles, and amount of emails in and out of the account in a short span of time, etc. When the spam score is high, the ticket creation option in the support portal and in the Help widget gets automatically disabled to protect our customer accounts from potential spam. 

 

Quick fix:
We have reset the spam score and whitelisted the IP from our end. So moving forward you would be able to access the portal with no issues.


Cheers,
Sneha.

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