Replies posted by manoj
Hi Andres, "Helpdesk Restriction" feature in freshdesk should help you solve your problem. You could use this feature to allow only users from a whitelisted domain to be able to clear tickets. Please refer to the link below for more details. https://support.freshdesk.com/support/solutions/articles/218385-restricting-helpdesk-access-to-certain-domains-whitelisting-
Out of OfficeArchived
Guys,Sorry for not updating this for so long.I understand that we don't have an option specifically to ignore out of office emails. However, Tweaking an existing Observer rule under Admin -> Observer should help.Please edit the "Automatically Reopen when the customer responds" rule under Admin -> Observer and add the below mentioned condition.
Hey Keith,This is the expected behaviour in the application. This is done specifically in cases when the agents receive emails from customers directly.A workaround to avoid this from happening would be removing the forwarding header (FW) from the subject line and the sender information from the content of the email before forwarding. Let me know if it helps. Regards,Manoj
Hi Alessio and Chris,If you would like to prevent users being able to reset their passwords, You could edit the email notification for Password reset under Admin -> Email Notifications -> Requester Notifications and remove the password reset placeholder and put up a message to reach out to support for resetting the password. The agents can reset the password for the users manually when the customers reach out.Having said this, The users will be able to reset their password only if they are verified users in your freshdesk account. Chris, This should solve your concern of new users submitting in the middle of the night. You could turn off "User activation email" under Email Notifications to avoid the user activating themselves. Please revert for clarifications. Regards,Manoj.
Hi Guys,I'm attaching a new version of the Insightly CRM plug. One would have to update the below details in the freshplug.baseInsightly - inslightly crm url apikey - he has to provide the api keyIf you happen to face any difficulties in getting it to work, Please send us an email to email@example.com mentioning about this version of the plug, We will help you sort out the issue.Code Below, <div id="insightly" class="insightly"> <div class="content" id="insightly_data"> <ul class="tabs nav-tabs sleek-tab hide" id="myInsightlyTab"> <li class="active first"> <span class="ficon-arrow-left back_button hide"></span> <a href="#insightly-contact">Contact</a> </li> <li> <a href="#insightly-tasks">Tasks</a> </li> </ul> <div class="tab-content"> <div clas
Dennis,When an email contains an attachment of more than 15 MB,The email will be converted as a ticket successfully with a message as shown in the screenshot below indicating that the attachment is dropped.If it is not happening, There could be a possibility in your email server forwarding the email to freshdesk forwarding address.Thanks,Manoj
Hi Stefan,If your website is running on HTTPS, Please replace the URL you are using in the feedback widget code with your freshdesk URL ( https://yourcompany.freshdesk.com) since it has a SSL certificate by default. However, The custom URL you are using does not have an SSL certificate and is running on HTTP.
Hi All,We have updated the code. Please check and see if it helps. <div id="insightly" class="insightly"> <div class="content" id="insightly_data"> <ul class="tabs nav-tabs sleek-tab hide" id="myInsightlyTab"> <li class="active first"> <span class="ficon-arrow-left back_button hide"></span> <a href="#insightly-contact">Contact</a> </li> <li> <a href="#insightly-tasks">Tasks</a> </li> </ul> <div class="tab-content"> <div class="tab-pane fade in active" id="insightly-contact"> </div> <div class="tab-pane fade in" id="insightly-tasks"> </div> </div> <div id="insightly_error" class="sloading"> <p class="message"></p> <a href="#Co
Hello Bas,Please set the "Who can view tickets on portal" option available under Admin -> Portals -> Settings as "Anyone with Public Ticket URL" .This should enable the public ticket URL placeholder for usage in the email notifications. This is a security oriented change we brought in recently. Hope this helps. Thanks,Manoj
Hey Sharon,The names you have mentioned are the labels displayed to the customer for those specific ticket fields. You could rename those labels under Admin -> Ticket Fields. Double on the respective field and you could change the label in the popup box. Once changed, Please click on "Done" and then click on "Save Ticket Fields" for the changes to take effect.
Hi,It looks Single Sign On is enabled in your account. You could disable it under Admin -> Security which will disable the redirect.You could login to your account now by entering the freshdesk credentials in the below URL.https://mastergardenersclub.freshdesk.com/login/normalHope it helps.
Hi Ryan,As per the current design, We do not allow pre filling the forms using the URL since we only support REST API.You could achieve your requirement by using our Feedback widget in which you could pre populate field values. You could add the feedback widget code for your account available under Admin -> feedback widget to a local HTML file and update the code to pre populate the email address and save it in the local workstation. When the user access the file, It will load the feedback widget with the email address populated.Similarly, You could add the code to a different HTML for the next workstation and update the email address for that workstation. Please refer to the solution articles for instructions on feedback widget and pre filling feedback widget.https://support.freshdesk.com/support/solutions/articles/37690https://support.freshdesk.com/solution/articles/154064-pre-populating-feedback-widget-form
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