Replies posted by BobbyBMore

10 Replies

asked in Portals, Emails & Other Channels

Mass Duplicate Email / Notifications Issue

Thanks for your help @eeha0120. Yes, DKIM SPF and DMARC are all setup. I’ll update this thread if I ever receive a resolution from FD.

6 months ago

BobbyBMoreSkilled Expert

asked in Portals, Emails & Other Channels

Mass Duplicate Email / Notifications Issue

This is the ticket activities export. The Freshworks (FW) email system sent the reply to all on the email 164 times within 30 minutes or so. As soon as FW blocked the requester, all emails out stopped. The end user has never sent duplicate emails to any other user, ever. Only these two incidents while dealing with FW. 95% of our end users open tickets the same exact way as this end user. To add one more thing that I recently noticed.. My assumption is that FW emails back to the CCed users with the email of the sender. How does this work? Is it spoofed or proxied in some way? It’s always worked so I do not know what would have changed. Anyways, I grabbed a screenshot from a person CCed and it didn’t display the email correctly and had the below messages on the email:“We could not verify the identity of the sender” and “The actual sender of this message is different than the normal sender”My guess is that the answer is there somewhere but I have no way of fixing it without fur

6 months ago

BobbyBMoreSkilled Expert

asked in Portals, Emails & Other Channels

Mass Duplicate Email / Notifications Issue

Thanks @eeha0120 -The email is from Freshworks server though. I’ll try to explain more belowEnd User Sends email to suppor@OurDomain --- Fwded to Freshworks email proxy --- Opens a ticket and emails Requester that a ticket has been opened… also emails any other email address CCed on the actual email.This has been setup this way for 3 years, no issues. The end user used multiple devices, so that rules that out. I thought maybe they had cloud Outlook rules that were setup to fwd emails, that is not the case. I checked to see if they were apart of any shared inboxes of distribution groups involved, they are not. What convinced me that it was on the Freshworks email side - As soon as they blocked the end user, ALL duplicate emails stopped. If it was on our side, the duplicate emails would continue to the other users but they stop the moment Freshworks blocks the user. Email logs on Freshworks side will likely reveal the cause and maybe there is something on our side that we need to

6 months ago

BobbyBMoreSkilled Expert

asked in Portals, Emails & Other Channels

Mass Duplicate Email / Notifications Issue

Hi Bobby. Not on my side. I’ve just pinned someone from FS Community. I’d suggest to request Escalation on your case. You could also contact your CSM. Hope you get to a prompt resolution on your issue. Regards, Thanks, appreciate it. I’ve requested escalation multiple times. Support is acting like it’s fixed by unblocking the requester but obviously it’s going to happen again.The issue is on Freshworks’ email server but it doesn’t seem like support knows how to troubleshoot that as they keep looking in our admin settings. Very frustrating and I’m beginning to think we need to move to another product based on my last few technical support issues. I’ll reach out to my CSM, thanks.

6 months ago

BobbyBMoreSkilled Expert

asked in Analytics

Using analytics to create grades or scores for agents

Thanks @eeha0120 What headers/columns do you use? Do you then create formulas to come up with a score?

1 year ago

BobbyBMoreSkilled Expert

asked in Portal/Knowledge Base

How to setup a small ordering portal

@BrynCYDEF @keefe.andrews @zachary.king This is awesome! Thanks so much. As for FreshService support, they told one of my agents this was not possible.

4 months ago

BobbyBMoreSkilled Expert

asked in Portal/Knowledge Base

How to setup a small ordering portal

@zachary.king The ordering portal is working well, thanks for that. The purchasing manager wants reporting for it now. Did you setup customized Analytics for yours? His request is below, is this possible? I would like a separate widget for the following, by month with the option to see over a longer period of time:Number of items ordered as a whole (a widget with all items ordered that month) Total Cost broken down by PO Name Each item broken down by PO Name

4 months ago

BobbyBMoreSkilled Expert

asked in Automations

Out of the Box Ticket Automations and Templates?

Thanks @zachary.king and @daniel.soderlund. I checked there and do not see them. Do you have the names and possibly a screenshot of their setup? Also, does anyone have a screenshot of the automatic “Thank You” closure setup? Support removed the Freddy bot setup rule and I do not know what it was originally. I realized that the bot service was not working and they fixed that but now the workflow automation does not include that service.Thanks again!

1 year ago

BobbyBMoreSkilled Expert

asked in Portal/Knowledge Base

How to setup a small ordering portal

@zachary.king I had a remote session with support and they could not fix this...wondering if you found a way around it. When the end user logs in to create an order… From the Home screen, they click request a service. On that next page, all items within the bundle appear as individual services including the bundled service itself. Is there any way to just display the bundle only? This display would be very confusing for the end user unless they were only ordering a single item. Per support, they can run scripts to fix this but it would only fix it on the browser side and not the mobile.

4 months ago

BobbyBMoreSkilled Expert

asked in Portal/Knowledge Base

How to setup a small ordering portal

@zachary.king - This is awesome!! Thank you.

4 months ago

Replies posted by BobbyBMore

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