Using Freshdesk

Hi,this is my scenarioAll ticket will be open by email or portal or chat(from my site) i want send email to the customer.I try to use automation but i’ve some problem with email notifyIf  email notify / customer notify / new ticket create is not check(not allow) the mail requester doesn’t receive email notify (i try only by email)If mail notify / customer notify / new ticket create is heck(allow), also phone ticket send email where am i wrong?

Hi,can I customize customer portal?My clients speak italian so i would like to change label into italian language (REQUESTER → RICHIEDENTE; SUBJECT → OGGETTO; DESCRIPTION → DESCRIZIONE ...)

Hi! I was trying to set the time trigger to send a reminder message to the officer (action: send email to agent).However, when using time trigger, the email is sent not just one time but it repeats every 1 hour time.The effect is kind of spamming to the colleagues. Is there any option to select if the repetition is needed or can you suggest a better way to address the opportunity? Thanks for the feedback! 

Hi,When I install Slack app, an error occurs. The error message is “Error while installing the app”.It only happens with my specific Slack workspace, which I want to integrate with. I successfully installed the app to the another Slack workspace. Of course, the user of the Slack is an admin account.To be precise, Freshdesk app (Legacy) was installed to my Slack workspace, but the Slack app was not installed to my Freshdesk account with the error message.Where do you think is the problem?  Masahiro

Hi, I’ve just returned to my portal after the weekend and I noticed my API key is gone. Can you help? I also signed in another email but not showing either.  

I have a user that used to have an account with his email, but things got moved around, and I want him to take over an existing account.   I tried to rename the user, was told he has an account and I have to remove it.So I deleted that account.  Now I tried to change the email to that and receive the following “Please retry in a while, the permanent deletion of this contact is still being processed.”That has been more than 24 hours, how long does it take, that user had no tickets, no work, was more of a placeholder!Thanks.

Hello, When on the main level of the knowledge base, I would like to display less articles under each folder. Right now it will show a pre-view of 5 articles, but I would like to adjust it down to 3 articles showing. Is there a way to do this? ...so ideally I would just the articles test 1, 2 and 3 showing here. 

Is there a way to add a status to sleep a ticket for a specified time?  I want something in addition to pending or a second pending option with a different timer.I found out ways to sleep ticket for specified days since last responded to but this isn’t sufficient for my needs.  I want to be able to sleep ticket for 6 weeks from when I changed status to sleep.

Hi,This article explains that the forwarding feature is only available for some languages.( https://support.freshdesk.com/support/solutions/articles/37541-forward-and-convert-your-support-emails-to-tickets-in-freshdesk )Is there the possibility that it will also be introduced for the Italian language? possibly I can get around the obstacle by changing the language in my panel? 

We are new to Freshdesk with the basic plan, alomst 1 week old, and we were able to study and configure a lot of aspects of Freshdesk. We even got our support email within our domain, verified. Any email sent to this support ID is generating tickets in Freshdesh, but the only concern we have is that none of the notification are going out.We have set notification templates properly, but even the test email from the template is also not going out. Need help to solve this issue so that we can start enjoying this beautiful application which seems to be a helpful option for our organisation ease out the burden of managing email.

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.