Using Freshdesk

Trying to setup my portal to use company DNS but the instructions are conflicted and changing. I have configured as in the instruction on Reg123. The CNAME check is coming back looking correct but unsure if the TXT record is correct. any help appreciated Simon

I´m a new customer for Freshdesk starting today. It works fine to recieve e-mails, but I can not create new once. I get this error message:Det gick inte att skicka e-post på grund av appen "": Cannot read property 'errors' of undefined I can not chose a “from” adress either, so I guess that is the main problem. The drop down is empty, but I have configured several e-mailadresses under Admin>Email. What is wrong?Thanks!

not able to click on the help widget captcha  in chrome 80.0.3987.122

Based in the UK, performance of the Freshdesk platform seems really poor this morning, anyone else suffering with this?Server status is showing as ‘green’.I’ve no problems accessing any other sites

We currently have Simple SSO with our Freshdesk and are trying to migrate over to Freshwork Oauth 2.0. We setup a IDP to use with Freshwork SSO but we are getting errors, saying its invalid credentials.  Do we need to turn off the Simple SSO first before the new Freshwork Oauth2.0 will work? We know that our IDP is issuing tokens correctly when we did a test so we’re trying to pinpoint the issue.

Hello,I have this scenario:A customer has an automatic program to send us the request (servicedesk@domain.it)When I receive the request, I have an automation to handle the ticket, but I shouldn’t send email for received ticket to servicedesk@domain.it, but to other emails.How I can handle this situation and add these emails to the automations?Thanksregards

Hello,setting an automation, with automatic answer, the answer does not appear in the ticket queue.Is it possible to view it?Thanksregards

Hello all, Understand that the FD does have 3 auto ticket assignment metrology, however I'd like to to if the higher resolved ticket shall results for more incoming tickets assigned if were on round-robin? Would need more clarification on that. 

Hello,We are implementing Freshdesk as a means of communication between our users, and the IT Team.I would like to ask one question, and would like if you can answer me, please:we are willing to create accounts in Freshdesk only for Helpdesk users, and support agents. And provide an email channel to users, so they can create tickets. My question here is, can users interact with the web portal after creating the ticket by emailThank you in advance,

Im new to freshdeskWhen creating a new ticket and sending it to anything other than hotmail, or outlook, it works, but when i try to send it to them domains it doesnt. Ive tested with multiple tickets and not sending. Im on the Blossom package if that helps?Any help would really be appretiated! Thank you!

The Bridge template for the Freshdesk portal is powerful and versatile. It works for various industries. Bridge has the same style of the header and hero unit, and it features a prominent search bar in its center. The theme also has a standard minimalist footer. This template gives you access to formatting components that can be used to add a touch of perfection to your portal's content. Installation is free of charge. If you'd like to have a Freshdesk portal that corresponds to your brand style or has additional functionality, get Branding or Customization. 

When I view the solution articles in Agent Mode it looks fine, but the formatting in Customer Portal is much skinnier (there is too much white space on either side of the article - see attached). Any tables I include in the article don’t fit properly. Is there any way to format solution articles so they use more of the available space on the screen? Do I need to be on a specific paid tier or use a custom theme?

Hello Guys, You can see one of our recent Onil Theme user Virtual Surveyor. Onil is a popular Freshdesk support portal theme for any purpose with more features, trusted and loved by many users worldwide.You can see the user Testimonial below - "Aries Themes provides some of the best-looking themes in the Freshdesk gallery and delivered on their promise for great support!"- Tom Op 't Eyndt (Virtual Surveyor)You can see our theme users Testimonial here - https://ariesthemes.com/#testimonialTheme Features - Multi-Languages Support Included in the custom textFully responsive themeIncluded “Font Awesome” iconsFully compatible with Freshdesk Mint and FreshserviceModern browsers compatible Fully customizable and clean codeIf have any questions feel free to email us.ThanksAries Themes(Freshdesk and Freshservice Theming Expert)

Dear freshdesk community,for our company we're using freshdesk for our supports. I really enjoy the ability to customize the supportpage, but the custom colors are not added to the following page <companyname>.freshdesk.com/register/XXXXXXX.There is always the green standard design activated. Because our company logo has a dark font, its nearly unreadable on the standard design. Is there any way to change the "register" page too?Yours sincerelyKarsten LüttschwagerSLLIK GmbH

HiUsing the new Slack integration.Workflow:1. Customer sends e-mail to support e-mail2. Our support coordinator assigns Group.Expected behaviour: notification gets triggered to connected Slack channel.What really happens: no notification is sent. Notification to Slack is sent only when an agent replies to the customer from Freshdesk for the first time. From that moment onward everything works as expected.

What is Activity API ??How is this different from what's already possible?

While testing the functionality documented here: Is there way to add tickets automatically to the solutions or knowledge base?Any email sent to kbase@<yourcompanyname>.freshdesk.com from your agent email address would be created as a draft solution article inside your Freshdesk Account. You can choose to have this email address added as a bcc email if you'd like to have all tickets automatically added to the knowledge base or you can also manually forward the tickets to this email address, which would save them as solution article drafts.I found that tickets do correctly end up as drafts in the Solutions section --the Knowledge Base-- but there’s several issues which happen once you decide to edit them:Upon entering the edit view, the app won’t ever react to actions (publish, cancel, not even menu navigation). I checked the JS console and saw several nasty errors both on Firefox and Chrome. The right bar of “article properties” doesn’t show up. I suspect this is caused by the pre

 Hi,One of our partener is using a zendesk solution while we are on freshdesk instances.We need to forward him some of our tickets.I set up a rule that do a webhook on the tickets we need to forward. The ticket is successfully created on the zendesk instance, but it miss one of a parameter.The weird thing is that my JSON request via curl is working as expected but once in the webhook parameters (copy/paste), there's a parameter that refuse to be set on the "remote" ticket.I have a custom field on zendesk I need to fill with the ticket id from freshdesk that is not filled in. I tried to set it up with a "hard" value, still no luck but with the same json request with curl, it works well.If some of you got ideas about what could be wrong.Here is my json request: (as used on curl -d option){    "request": {        "requester": {            "name": "{{ticket.contact.name}}",            "email": "{{ticket.contact.email}}"        },        "subject": "Escalated from partner -  {{ticket.subjec

Did you noted the Youtube video in KB Articles have low resolution?I see in my helpdesk all embed video are in low quality but if i open of youtube are perfect!  

Hi all. Our organization downloaded the Freshdesk package in Salesforce, and we believe a custom object was created called Freshdesk Tickets. I have talked to 3 support folks at Freshdesk who are completely unaware of this. My goal is to sync ticket information from Freshdesk to the Salesforce custom object. Is this possible? If not, what is the purpose of the custom object?Thanks

Someone know’s how the “if” clause works with the mailbot?…Im trying to display different kind of footer depending on the request mail, i couldn’t fin any forum or related docs about it, can someone tell me how to beat it?…ex:{% if ticket.portal_url == "hi@example.com"% } show footer A{% end if % }Thanks in advance

I’ve created a Freshdesk rule that sends a reminder to the requester after 72 working hours if the status is Pending - it also sets the status to a custom one.I’d like to create a further rule which then sets the ticket to closed if a response is not received after another 72 working hours. However, the “hours since...” conditions don’t seem to include the custom statuses I’ve made.Am I doing this right or is there a better way of achieving this?

The “Submit and Idea” button in FreshDesk Ideas Forums does not result in any action.  Appears to be broken.I click the button below and nothing happens. 

Hello.Have anybody tried creating a working Automation Rule in Freshdesk using Webhook Discord?When I tried to use the Discord webhook link, it’s not sending anything to my discord text channel.However, I found a work around on this. I created a webhook in https://pipedream.com/ and connected it to my Discord webhook.I then used the webhook generated from pipedream on my Freshdesk Automation rule and it works.I was just wondering if there are any easier way to do this. Thanks.

I have a problem with my automation rules.When a ticket is created from FRESHCHAT to FRESHDESK my rules are not being triggered.When a ticket is created from FRESHDESK itself, the rules are working normally.