Urgent: Clients Unable to Create Tickets – Error After Form Submission

Hi.

I’d suggest you to submit a support case for this matter.

However, you might want to check this:

Security : Freshdesk Support

Specifically this:

Restrict your helpdesk to certain domains : Freshdesk Support

Or this:

Using Trusted IP to restrict access to your support portal : Freshdesk Support

If it is none of the above, I’d suggest to contact Freshworks support.

Regards,

Hi, thank you very much for the information, the problem has now been solved.😉

Hi.

I’m glad the information was helpful.

Would you mind marking this inquiry / issue as Solved with the given response?

I’d really appreciate it.

Thank you very much.

Best,

What could be causing the error when clients try to submit support tickets on Freshdesk? They are able to fill out the ticket form, but are unable to submit it, which is preventing them from creating tickets and affecting support efficiency. Check this out

Hi Yuli (and everyone),

This ticket‐submission issue can be tricky because it often stems from client‐side validation or token expiration rather than server downtime. Here are a few practical steps I’ve found helpful:

1. Inspect the Browser Console & Network Tab

   • Look for 4xx or 5xx errors when the form POSTs. A missing CSRF token or a CORS mismatch will usually show up here.

   • If you see a 422 “Unprocessable Entity,” double-check that all required fields (and any hidden fields) are populated correctly.

2. Validate Field Inputs Client-Side

   • Implement live field validation to catch formatting errors before submission. It works much like a “krydsord ordbog” helps crossword solvers by suggesting valid word patterns—your form can suggest or flag invalid email, phone, or custom-field formats in real time.

   • This not only reduces error rates but also gives immediate feedback, improving the user experience.

3. Review Spam Thresholds & Rate Limits

   • As Mahendar mentioned, hitting spam thresholds can block ticket creation silently. Make sure your API key or support email isn’t triggering anti-spam rules.

   • Consider whitelisting your own domain or lowering the threshold temporarily for troubleshooting.

4. Test with Minimal Customization

   • Spin up a clean Freshdesk sandbox (no apps or custom scripts) and see if the form submits. If it works there, you’ve isolated the issue to a custom app or script in your production environment.

5. Enable Debug Logs

   • Turn on detailed Freshdesk logs to capture the exact payload and error message. Sharing these logs with Freshdesk support can drastically speed up resolution.

Have you tried one of these approaches yet? If you’re still stuck after validating tokens and thresholds, posting your console/network errors here could help narrow it down further.