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Topics started by jacov

4 Topics

J
Contributor
jacovContributor
posted in Archives - Freshdesk

BCC email on new customer replies

HiWe setup a BCC address for all ticket communications.When a customer creates a ticket, the address gets Bcc'd - so far so good.However, if the customer replies to the auto-notification email which we setup, which acknowledges that a ticket has been created, the BCC address will not be notified.This, although the reply will be shown in the helpdesk ticket interface.Is there some way to enable this? We tried enabling "Note added to ticket" in "CC Notifications", but that doesn't seem to help.ThanksJacov

2
J
Contributor
6 years ago
J
Contributor
jacovContributor
posted in Archives - Freshdesk

Knowledgebase doesn't show up on Search Engines

HiOur Freshdesk Knowledgebase (https://ourdomain.freshdesk.com/support/home) doesn't show up on search engines such as Google.After reading some support articles, I tried https://ourdomain.freshdesk.com/support/sitemap.xml, but I get a page saying "The page you were looking for doesn't exist".Is there something I should be doing for search engines to view our site? Is this something only available for paid plans?Thanks

1
N
Community Debut
3 years ago
J
Contributor
jacovContributor
posted in Archives - Freshdesk

Ticket Fields for Customers on Portal

HiWe have edited the ticket fields to match our requirements when customers submit a new ticket via the support portal. When first clicking n "New Support Ticket" all looks fine. The fields Name, Email, Subject and Description appear as expected (see first screenshot).However, when entering the details something weird happens. Once I enter an email, a new field appears, asking to enter your name (see second screenshot). Which is unexpected, and confusing, as you already entered your name in the first field.I also attached a third screenshot with the settings in the Freshdesk Admin panel.As a side note, I'm not sure why in the field Email, "Email" appears in grey within the textbox again, while in the other fields the textbox is empty. Do you know why this happens?ThanksJacov

3
aravind.sundararajan
Skilled Expert
6 years ago
J
Contributor
jacovContributor
posted in Archives - Freshdesk

Can you change the DKIM prefixes?

HiWe're looking to setup DKIM.However, generic values such as m1_.domainkey, s1._domainkey and s2._domainkey are extremely bad and can conflict with other stuff.Is there any way to change the prefixes to include the word freshdesk?Thank youJacov

2
J
Contributor
6 years ago

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