Visit Freshworks.com Visit Freshworks

Topics started by Al Downie

3 Topics

A
Apprentice
Al DownieApprentice
asked in Portals, Emails & Other Channels

Struggling with DKIM configuration

My parent organisation’s IT team has updated its CNAME records as instructed, but my DKIM settings still cannot be verified. The email address we’d like to use is a subdomain of the parent organisation, for example:organisation = org.ac.ukdepartment = dept.org.ac.ukIf that’s the cause of the problem, could you please suggest a workaround or alternative advice?Thanks a lot, Alastair

2
hemanth.ramya
Community Manager
1 year ago
A
Apprentice
Al DownieApprentice
asked in Automations and Workflows

Multiple automations per agent group?

Hello - I have around 15x groups in my Freshdesk instance. One of these groups has created an automation that issues a custom email notification on creation of a new ticket. They’d also like to create a 2nd rule that assigns a ticket to a particular agent, if a keyword is included in the title. BUT… it seems that whichever rule comes first in the queue, stops the next rule from working. How can we build multiple automations for a single group?Thanks,Alastair

1
S
Community Debut
1 year ago
A
Apprentice
Al DownieApprentice
asked in How do I....?

Tagging an agent changes the groupemail address?

Hi all,I manage a Freshdesk instance for about 30 staff, divided into 10 groups. Each group has its own support email address, and tickets sent to that email address are only visible to agents in that group. My issue is.. when an agent ‘tags’ another agent in his group when responding to a ticket, the ‘default’ account email address becomes copied into the conversation. Is there any way to stop this?Thanks a lot,Al

0
A
Apprentice
1 year ago

Badge winners

Show all badges
Terms of UseCookie settings