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Using Freshdesk
Portals, Emails & Other Channels

Portals, Emails & Other Channels

Using Freshdesk

318 Topics
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Lars SkjønbergApprentice

posted in Portals, Emails & Other Channels

Freshdesk very long SPF record is a problem

Hi, we are using Freshdesk support desk and until now Freshdesk has been sending email’s on our behalf. This means that we have to add email.freshdesk.com to our SPF record. This means that Freshdesk alone adds 8 DNS queries to our SPF record and the standard allows for only 10 in total.For comparison Microsoft adds two for the whole of Office 365.Now, what i have feared has happened and we have passed the limit and our SPF record is not valid anymore. I don’t know if we added the one or if Freshdesk added another sub record.There is really two problems, one is the size of the record to begin with and the other is that Freshdesk can add subrecords at anytime without any of their customers knowing and pushing that client over the limit.I think therefore it is very important for suppliers that have SPF that is used by alot of customers to be very small and maintained correct.One solution is to create your SPF record and then only add ip addresses to this record that you then maintain whe

USCBApprentice

asked in Portals, Emails & Other Channels

Can't update email address

When on the email settings page I would like to add my company email address to the mail server.When I click Mail Server and USE your existing support email. I select MS Office 365 for both in and out.I get a successful message that I have connected to the microsoft account. When I SAVE the settings I get this error:“Error while authenticating the smtp server. Please verify server name, port and credentials”I’ve also tried to choose ‘OTHER’ and set it up manually, I get the same error.

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

AdrianoContributor

asked in Portals, Emails & Other Channels

Freshdesk seems to not sending emails

Freshdesk seems to not sending emails anymore from our account, since few days ago. Any clues?

PaulGCLApprentice

asked in Portals, Emails & Other Channels

Source IP Range?

Does anyone know what the source IP ranges are for Freshdesk? Our Mimecast is rejecting emails as Freshdesk is sending out as our support account. Cheers

cherubiniApprentice

asked in Portals, Emails & Other Channels

How do I iframe my portal and allow login and signups?

I have my portal iframed inside my website. Everything works fine but when someone clicks login or sign up we get this error… justine.freshdesk.com refused to connect. I think my portal settings are correct but maybe not. Any ideas?

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

EvanApprentice

asked in Portals, Emails & Other Channels

Why outgoing emails are blocked for my account ?

Hello ! I need some help :) I recently created an account to use the Freshdesk Support Desk. And I have this weird message:“Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com” Do you have a solution ?

gasantaoApprentice

asked in Portals, Emails & Other Channels

Delay responses

Is it possible to schedule or delay the responses to the TICKETS for the start of the next business hours?AttnGustavo Santa

SparkmodapkApprentice

posted in Portals, Emails & Other Channels

Integrating Freshdesk with Your Website

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!

vinothkumar.manoharanSkilled Expert

asked in Portals, Emails & Other Channels

Change "To" field when using Agent Reply in Freshdesk

When an Email is sent by customer, few TO Email Address are marked along with the Support address and when the agent is replying, customer wants the To Field to be editable so that the response can be provided to the actual To ID of the email instead of the Sender of the email, Possible?

ramijamesApprentice

asked in Portals, Emails & Other Channels

Adding a Google group as a secondary support email

We are (unsuccessfully) trying to add a secondary support email for our developer relations team. It is a google group account and so can not sign in via SSO, and does not have a username/password. I can’t find any documentation for how Freshdesk expects us to connect this account so that incoming emails get pushed into their system. Any help would be appreciated.

asked in Portals, Emails & Other Channels

Scheduling tickets with Outlook Calendar.

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?

c.trumplerContributor

posted in Portals, Emails & Other Channels

403 Forbidden after submit a ticket.

Hello,Same problem as other tickets, unable to create a ticket : 403 Forbiddenhttps://support.freshdesk.com/support/discussions/topics/50000002794https://support.freshdesk.com/support/discussions/topics/50000002785Regards,-- Cyril Trümpler

nance7Apprentice

asked in Portals, Emails & Other Channels

Categories' Font Color

Is there a way to change the categories' font color so the viewer can see them better? The font color is a very light gray and is not noticeable for viewers.

NorthWestguy87Apprentice

asked in Portals, Emails & Other Channels

Widget embeded into modern sharepoint site

Hey, Sorry if I am missing the obvious here but there has to be a way to embed the widgets (submission of tickets) onto a modern sharepoint site? Me and my team use sharepoints throughout our business and it would be really useful if we could embed the widgets so users can log tickets as they’re working in the environments.ThanksNick

hraynerApprentice

asked in Portals, Emails & Other Channels

Removing Customer Support Portal

Hello, I’m thinking about removing the customer support portal for my business. We have created a new support website which uses freshdesk APIs to display our solutions and the support widget so we don’t want the old support portal to be accessible to customers anymore (although our agents will still be using their side which is not customer facing). I couldn’t find how to do this in the admin panel so some direction would be greatly appreciated.Thank you!

Tom0Apprentice

asked in Portals, Emails & Other Channels

Change portal URL

Hi,I’ve emailed support for help with changing the portal URL as our company name has changed, but not had anything back in almost a week. Does anyone know the best way to contact support for help with this?Kind Regards,Tom

AishwaryApprentice

posted in Portals, Emails & Other Channels

Emails landing to the SPAM folder in our mailbox not getting converted as tickets in Freshdesk

A few many times we miss out some part of an ongoing conversation with our clients because the Emails land in the SPAM folder in the mail box . Such Emails do not convert to ticket in freshdesk. I even tried forwarding the email in SPAM back to mailbox to which the forwarded Email landed in the Inbox folder of mailbox. Still then no ticket got created. Need help!

Wiggy42Apprentice

asked in Portals, Emails & Other Channels

Remove Attachment Option in Customer Portal

I’ve discovered that it is possible for a customer to attach an .exe file to a new ticket, and for that .exe file to be downloaded by a member of staff responding to the ticket.. Due to the possibility of a Zero Day being introduced to our network, we would like to either:Remove the attachment option from the portal Limit the attachment types to a small few (pdf, .doc, .jpg etc)Has anyone got any advice on how to action the above?

jwickerTop Contributor

asked in Portals, Emails & Other Channels

CAPTCHA Fails on Widget

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?

LorneHContributor

asked in Portals, Emails & Other Channels

"cannot read properties of undefined"

This is an intermittent error linked to trying to create a new outbound email - I can’t replicate it but I get enough occasional reports from agents that I I do believe it is a legitimate issue My first guess is that these would be for contacts that do not yet exist in the contact DB and the call to create the record at time of email send is failing but as this is not reproducible I can’t really get FD support to look at failure logs or anything. Anyone else encountering this Unlike the post here the DKIM and SPF for this outbound email account are fully verified and this only happens occasionally (maybe 1 email in 10,000) so I don’t think it is a system setting issue

mhallSkilled Expert

asked in Portals, Emails & Other Channels

Out of office replies do not make it into Freshdesk

My Customer Support team gets tickets from customers, which require an email to one of our vendors. We use the forward feature to email the vendor to get information. When a vendor is out of the office and has their auto reply on, the out of office emails do not make it back to the original ticket, nor do they create a new ticket. Has anyone else come across this issue? They do not end up in Spam or Trash and we do not use the auto response feature that keeps a ticket closed.

JaapbgSkilled Expert

asked in Portals, Emails & Other Channels

Hide agent name from portal ticket list snippet

I was able to hide the agent name from the ticket details with;jQuery('#ticket-field-agent').hide();And some other fields like this; var SupportForm = ['helpdesk_ticket_priority'] SupportForm.map(function(field_id){ jQuery('#'+field_id).parents('.controls ').remove(); })However the agent name is still showing to our customers in the ticket list view on the portal.{% snippet ticket_list %} The agent name doesn’t have a field id or it’s own div here, I could hide the whole help-text line but that would also remove the created by and created date information from the list view.I need to only hide the agent nameHow can I achieve this?

Randy.LContributor

asked in Portals, Emails & Other Channels

Can someone help me change the Card Descriptions in the portal?

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

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