Solved

Hi, i'm Laurens and newbie in regard to Freshdesk.We installed freshdesk a month ago and it is working like a dream exept for…..Feshdesk is reading 3 different IMAP mailboxes and sometimes we noticed that emails are not picked up by Freshdesk. For instance on a typical day 20 emails are delivered to the email box but only 18 are picked (read by) up by Fresdesk.The emails which are not being read by Freshdesk are normal emails.We cannot figure this one out. Any idea how to debug this or where to look?thx in advance, Laurens 

I am setting up solutions in my Knowledge base and then people using my web app can access the solutions via the Freshdesk widget on the site.I have set all the solutions to make them visible to all users.The solutions show in the window on the page but when they click the expand button to see the solution on a full page it says they need to be logged in.  What am I doing wrong?

When we reply to customers their email is added to the end of the agents reply. When the customer replies with their email client set to include the original email, you huge emails returning when there have been a few back and forths, making it hard to find the reply in pages of text.Now there is a icon on at bottom of the reply window that allows you to display and include the customers email or exclude it by selecting the X that appears when you hover over the icon.Can’t capture the X when doing a screen print.What we would like to do is permanently turn off the automatic inclusion of the customer’s email and only include it when selected via the icon.Regards,Arie.For Hind Technology.

Buenos díasTengo un problema un usuario fue borrado por error y lo mismo no puedo restaurarlo porque dice borrando, solo queda así sin darme opciones.por lo tanto, necesito activar el usuario

Hi all,I’m experiencing a problem with receiving forwarded mails in Freshdesk. At this moment a single team in our organisation is trying out Freshdesk, so we haven’t integrated the system in our organistion yet. When someone from another teams forwards an email to this testing team, they will only receive the content of their collegue’s email, but not the content of the original email. Using Freshdesk organisation-wide would solve this problem ofcourse, but I’m wondering what happens when an external person would forward an email to our support address. What is known about this issue and is the a way to solve it? Thanks in advance!

I have heard about Klook API but don't know what it is and how that is beneficial for travel agents?

Hi there,The Dutch login and registration button labels are both translated as ‘aanmelden' which is confusing. Please translate the label of the login button to Login or ‘Inloggen”. Or could I do that myself? https://unifitbv.freshdesk.com/support/homekind regardsChristien

Is it possible to have a view with IF conditions likeShow all unprocessed tickets assigned to me Except IF (Type is Warranty AND Status is Pending) OR (Type is Returns AND Status is Pending) ?I then have 2 other views called Warranty and Returns with Type is Warranty AND Status is Pending condition so these tickets are being shown there instead for my pending view.  What I am trying to do is filter out tickets in my view that has been processed or replied to so they don’t show in my view again. But if customer responds back to ticket, since it will then change status to Open it will re-appear in my view again. I could then decide to reply to it or just select Pending status again and it will not be shown in my view. 

I have an open ticket that a client has replied via email to. In the email was an image that is now in the ticket. I need to remove this image due to its content. can this be done?

Hello all, I am trying to verify my DKIM settings and although I copied them from my domain host (godaddy.com) the first 3 out of 4 are not veryfied whereas the 4th one it is verified.Any thoughts or ideas ?Thank you

Good morning,Can I make certain customers see only certain solutions?eg customer A (company XX) has customizations that customer b (company YY) does not have. Can I make it so that customer A can see some solutions related to his customizations and customer B does not see them?

We’re still having the same problem as before which is, in brief, that freshdesk is not very well set up for small companies with limited support staff who want users to THOROUGHLY search the solutions / knowledge base FIRST before they raise a support ticket.We want to create a sequence of landing pages that the user is forced to click through BEFORE raising a support ticket.As follows:user lands on solutions home/ knowledge base clicks log in / raise a support ticket is taken to a page strongly encouraging them to search the knowledge base this page forces them to search for something, they can’t search for nothing it then gives them an option to raise a support ticketWe are just answering the same queries over and over and over again and it is wasting critical manpower as users simply ignore the hundreds of solutions we’ve created and head straight for the support ticket option.Like many small businesses, this isn’t sustainable for us.What solutions are there within Freshdesk to thi

Hello, How do I add a solution to a ticket if it doesn't appear as a suggested solution?  I've used all the same tags and it's just weird that it isn't showing up. thanksalexsunny

Hello,Is it possible create a custom field, i.e TEST in the Company Field section with a value “TEST” and make it visible in the ticket form creation in the Customer Portal?Thanks,Andrea

Hello!Can we use Macros (Scenario Automations) to send messages to Facebook Messenger? I know that you can send emails with it, can it also handle messages to Facebook?

Hi,Which languages does solution suggestor support? 

Hi Guys,I hard deleted a contact on Friday to be able to create a Agent account for the user. But the contact is still deleting , is there any way to sped up the process? Thanks

I have this problem : we get some automatic emails from « discussions » outside Freshdesk and I would like the emails linked to the same topic to be grouped in the same ticket.All the emails of a topic have the same subject and all the emails for those discussions come from the same contact.In gmail, these are grouped.In Freshdesk, I get a new ticket for each new message, forcing me to spend some time every week to merge them. Is there something we can do to make sure these messages don’t create new tickets all the time ? Either in Freshdesk or in our automatic emails settings ?

 Hello I’m Sato of Digital Stacks in Japan. I know about two ways of Contact deletion.(1) Delete → Restore(2) Delete → Delete foreverIn case of acting these 4 operations, there are no eMail message to the target contact. Is this a specification ?Please reply if you know.  Best regards,Sato

Hi,this is my scenarioAll ticket will be open by email or portal or chat(from my site) i want send email to the customer.I try to use automation but i’ve some problem with email notifyIf  email notify / customer notify / new ticket create is not check(not allow) the mail requester doesn’t receive email notify (i try only by email)If mail notify / customer notify / new ticket create is heck(allow), also phone ticket send email where am i wrong?

Hi,can I customize customer portal?My clients speak italian so i would like to change label into italian language (REQUESTER → RICHIEDENTE; SUBJECT → OGGETTO; DESCRIPTION → DESCRIZIONE ...)

Hi! I was trying to set the time trigger to send a reminder message to the officer (action: send email to agent).However, when using time trigger, the email is sent not just one time but it repeats every 1 hour time.The effect is kind of spamming to the colleagues. Is there any option to select if the repetition is needed or can you suggest a better way to address the opportunity? Thanks for the feedback! 

Hi,When I install Slack app, an error occurs. The error message is “Error while installing the app”.It only happens with my specific Slack workspace, which I want to integrate with. I successfully installed the app to the another Slack workspace. Of course, the user of the Slack is an admin account.To be precise, Freshdesk app (Legacy) was installed to my Slack workspace, but the Slack app was not installed to my Freshdesk account with the error message.Where do you think is the problem?  Masahiro

Hi, I’ve just returned to my portal after the weekend and I noticed my API key is gone. Can you help? I also signed in another email but not showing either.  

I have a user that used to have an account with his email, but things got moved around, and I want him to take over an existing account.   I tried to rename the user, was told he has an account and I have to remove it.So I deleted that account.  Now I tried to change the email to that and receive the following “Please retry in a while, the permanent deletion of this contact is still being processed.”That has been more than 24 hours, how long does it take, that user had no tickets, no work, was more of a placeholder!Thanks.