Portals, Emails & Other Channels

Hi all - We’re in the process of rolling out multiple Freshdesk portals for different customer groups (like Client Support v Internal Support v Partner Support, etc), and we’re running into limitations with portal access control being applied to broadly at the account level.  What we’re trying to accomplish: Create separate portals for different customer groups/segments Restrict portal access by domain (e.g., only @companyA.com can access portal A, only @companyB.com can access Portal B). Avoid making those domain restrictions apply globally across the entire Freshdesk accountThe issue is that Freshdesk’s access control seems to apply at the account level, not per-portal, which makes it hard to lock down one portal to a specific customer group while still keeping other portals accessible to different domains. Has any successfully:Scoped portal access by domain on a per-portal basis?

Hello My company is currently evaluating FreshDesk and we have setup M365 as our inbound and outbound email When a user sends an email to support@node-red.tech the ticket is received correctly in FreshDesk but when a replay email is sent from FreshDesk we are getting the below error Delivery has failed to these recipients or groups:postmaster@outlook.comYour message wasn't delivered because the recipient's email provider rejected it. Diagnostic information for administrators:Generating server: SYZP282MB3210.AUSP282.PROD.OUTLOOK.COMpostmaster@outlook.comRemote Server returned '550 5.7.708 Service unavailable. Access denied, traffic not accepted from this I

Hello,Our outgoing email has been blocked for one week now. We immediately opened a ticket, and one person told us it had been routed to the concerned team. After a week, someone joined the ticket and marked it as resolved without doing anything—we are still stuck.It's quite ironic for a SaaS company to have such poor customer service.Please fix this as soon as possible!

I have multiple forms that create tickets related to specific business processes. Each form has form-specific fields i.e., data the requester needs to submit for that particular business process which is only relevant to this form / ticket type.However, once I create a new field, it now appears in the list of properties for every ticket, even those where it is irrelevant. This makes it hard to find the relevant fields for a particular ticket type, because the list of fields / properties becomes very long. Is there a way to create form / ticket type specific fields that only display in the list of properties for the relevant ticket types?For example, suppose I have a form for requesting approval to travel that collects data like origin, destination, estimated cost, date of travel, etc. and another form for requesting a new laptop that collects data like make, model, amount of RAM, size of hard drive, et

Hello, I'm having the same issue as other topics mentioned:Outgoing emails are blocked for your account. Please contact our support team at support@freshdesk.com I've contacted support@freshdesk.com but they are taking a bit too long to fix this issue, and we have some tickets open waiting for response. Could someone from here fix this for us? 

Hi,I cant seem to be able to remove or hide the product field in the ticket form. I’m on the growth plan and i understand products are available in other plans, but I simply want to hide it, using  Can view but results in an error. Which seems like a bug.Anyone find a workaround? Hidefields app doesnt show the field. Thanks 

Does anyone know how to find the real estate in the theme files that controls the default “New Support Ticket” and “Review Tickets” buttons?I can’t seem to find a way to affect those buttons in the HTML files or in the style sheet.

Hello, I am currently redesigning our user portal and service catalog.Is there any way to create, within a service request, a dynamic list that automatically suggests and provides access only to users belonging to specific groups, based on the requester's groups or other requester attributes?

Hello, I am currently redesigning our user portal and service catalog.Is there any way to create, within a service request, a dynamic list that automatically suggests and provides access only to users belonging to specific groups, based on the requester's groups or other requester attributes ?

Hi,The last 4 weeks we get this error 3-4 times a week, but why…Every time I log into Freshservice to solve the issue, but there is no issue in Freshservice. So self healing - But why have it increased? Do Freshservice have a heartbeat monitoring towards O365, and the threshold is to low? (just guising) Do other have the same issue with increased number af mails about this matter, or are we alone on this?/HenrikE-mail we receive from Freshservice Support:Dear Admin,Your Freshservice custom mailbox “xwz” (xwz@xwz.xwz) is unable to send outgoing emails due to an unknown error.Despite our efforts, we were unable to re-establish a connection with your mail provider's server. This email is to notify you of this.What are my next steps?Please try again later. If the issue persists, contact your mailbox provider for assistance.

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks 

I was using freshdesk so many years without problemsI’v detected that my user than then me and email to soporte@mycompany.com are not been picked by freshdesk, so in freshdesk I have no ticket opened, but in my reail inbox I have a lot waiting for be solved.I use google bussinges account so when an email arrive to soporte@mycompany.com should will be redirected to mycompanysoporte@mycompany.freshdesk.com but when I try to send an email to this account I get a bounce  Esta es la respuesta del servidor remoto: 550 5.2.1 Mailbox disabled, not accepting messages - 14c89627-daa8-4433-ad58-a0a947ecd7cb freshmail [0b32af9e]  

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I create a new portal or a custom section in the theme (we have a custom theme with Breezy)? I’m not sure what is possible.    

Hi,We want to connect some of the emails that are sent from our platform to the Freshdesk threads using `Message-ID` header. The problem is when we put Freshdesk inbox email to reply-to address, the email doesn’t appear in Freshdesk at all. Here is an example of the flowWe send an email to the client from Freshdesk similar to below From: freshdesk-support@company.comTo: client@email.comCc: platform@subdomain.company.comSubject: Some subjectBody: Email messageThen, our platform parses the email and stores the Message-ID headers and send the following email From: platform@subdomain.company.comTo: client@email.comCc: freshdesk-support@company.comReply-To: freshdesk-support@company.comIn-Reply-To: Initial message IDReferences: Initial message IDSubject: Reminder for some subjectBody: Another email message

When we want to email a Suggested Solution as Inserted Content, the footer logo's get sized 3x or more when recieved in the email.How can we prevent this?Article:Email:Comparison: Any help would be appreciated.

Hi everyone,  How can I see what users have an active client portal account? Doesn’t appear to be any report.Can’t de-activate and customer from logging in.Can’t allow just a group of users/customer segment to use it (yes know can do to knowledgbase).Anyone found another solution that links with Freshdesk. Thanks in advance. 

Is it possible to revoke portal access for a single customer?

I want to disable LOGIN and SIGN UP button. PFB : 

I searched for existing queries on this, but I did not find this one… Is it possible to make solutions articles and categories accessible by Group or Agent Role? Meaning I want to categorize my Solutions Portal and I want certain people from my company to be able to access certain documents. I want each user type and/or Group to access only certain categories or articles.Is this possible? I know you can create segments for Customers and Contacts - but can you create segments for agents?   

We use Fresh Desk for providing support to both Customers and colleagues.  Some colleagues are agents, some are collaborators, and some are neither. I’m hoping to make the portal the go-to place for raising tickets and for accessing solution articles, but I don’t think I can prevent customers from accessing a folder that I only want employees to access.When creating a Folder I can make it visible to one of the below, but not a mix (my scenario would be that I want to all Agents (I assume this includes collaborators) and anyone linked to my company (that would be anyone who isn’t an agent) Has anyone found a solution for this?  I’m thinking that the only way would be to set everyone up as a collaborator (assuming that the above “all agents” does include collaborators.  

Freshdesk.Use case is we want to allow a logged in requester in the portal to be able to select a button in the portal to enter a new custom object record. For example, if we have a custom object called “Printer” with 3 fields, make, model, location.Can we add a widget or something to the portal so it has a new button “Create new printer”?    

When trying to create a ticket through the portal form, I am receiving the following message:'We are sorry. You have been restricted from accessing this helpdesk page’ Could someone help me solve this problem? Thanks for your time and support. André

Hi all, Is there a way for me to get a notification when someone new registers for my support portal? I’d like to get an email notification when someone signs up, but I don’t see anything for this in notifications. Thanks, 

Hey there, I was wondering if it is possible to edit how the Agent Portal, Edit profile and Sign out links in the navigation are rendered. I can see that this is generated by the following lines in the header; <nav class="banner-nav">       {{ portal | welcome_navigation }}</nav> I have no idea if this is a) possible and b) where to find the ‘welcome_navigation’ snippet. Any help much appreciated.  

Hi how are things?Maybe you can help me.For my small business, I want to buy the growth plan, with an agent, my question: how many parallel simultaneous sessions can that agent have? Can you have multiple simultaneous sessions on different devices?Thank you