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Using Freshdesk

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367 Posts
TPnice
Community Debut
TPniceCommunity Debut
asked in Portals, Emails & Other Channels
Threads Discussion - Parts of the text get lost

In Threads Discussion you can send messages with the key combination CTRL+Enter instead of the “Send” button.However, if you use the key combination, it often happens that only part of the written text is sent and not the complete text. The other part of the text is lost and cannot be called up again.What could be the cause of this error or how can we avoid it?Thanks

345
Z
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Apprentice
danniosunaApprentice
asked in Portals, Emails & Other Channels
Freshdesk automatic translation not working on knowledge base

I’m having the issue where the boxes we have on our frontpagehttps://support.aurocon.io/en/support/homeIsn’t working, the first two Getting Started and Video Tutorials, stays in English, when you click on them, even if we have the site langauge in Spanish, they go back to the URL of the English version.However further down on the image, we do have the boxes in the orange area, where those are working just fine.I cannot see to fix the coding issue, can someone assist?Attached in the .txt file are our current coding from the portal home, in the theme files. 

172
Kamakshi V
Community Manager
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Apprentice
danniosunaApprentice
asked in Portals, Emails & Other Channels
Search function in header/menu

Hey everyone,Is there a way to implement the search function in the header? It’s the placeholder,                     {{ portal | search_element: search_text }} that I want to use, but if I make any css changes to it, then It will change the one on the front page as well. Then I would need to do something like making it a div-class with a custom name, and then add the search, but the css styling is so bad.Is there a way to achieve a search bar in the header? Image 1, is how it looks now (No search in header)  Image 2, is somewhat how I want it to be, so that on every single page, you can search from the header/menu 

50
D
Apprentice
Jhared Pretorius
Apprentice
Jhared PretoriusApprentice
asked in Portals, Emails & Other Channels
Customizing Alert Notification on portal for ticket created

I need to customize this alert I’ve inspected and copied the selector yet when I apply the styles in the CSS it just doesnt take I believe it is customizable because upon inspecting and changing style via the browser it takes like a charm   

131
Yusuf Ahmed
Community Manager
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Apprentice
SP006
asked in Portals, Emails & Other Channels
Email notifications not sending on submission of new ticket

We’ve recently started experiencing an issue whereby email notifications for both internal support group members and the requester are no longer being sent/received on submission of a new support case via email.Email notifs are being sent when actions are being taken on the ticket (e.g. status updated, etc.) however not on submission (which acknowledges that the ticket was received, alerts team members of a new case, etc.)I’ve seen references to possible sending issues caused by Freshworks imposed blocks due to high spam volumes (which we’ve been experiencing). Any help from an official Freshdesk agent on the matter would be greatly appreciated.

101
Yusuf Ahmed
Community Manager
JAC21
Apprentice
JAC21Apprentice
asked in Portals, Emails & Other Channels
Responding to an email and the previous responses are missing?

I am finding I go to reply to an email chain and when I click the reply button the response email doesn’t include any history of the previous email correspondence? 

221
Yusuf Ahmed
Community Manager
AndyRussell
Skilled Expert
AndyRussellSkilled Expert
asked in Portals, Emails & Other Channels
Removing 'mark ticket as closed' button from Customer ticket view on the portal

Hi, slightly unusual request but we’d like to stop our customers from being able to use the ‘Mark Ticket as closed’ button from their ticket view on the portal.  Anyone know if this can be done?  It’s to stop tickets being closed without an agent adding resolution notes and sending out the CSAT survey etc. thanks 

2194
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andrers
Community Debut
andrersCommunity Debut
asked in Portals, Emails & Other Channels
Create Ticket Problem - Portal

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

747
roger12
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AndyRussell
Skilled Expert
AndyRussellSkilled Expert
asked in Portals, Emails & Other Channels
Ticket logging via email - non whitelisted customers

Hi, I’ve configured some whitelist domains for our customers in the Admin - Portals - Settings - Email domain restriction.Do emails coming in that don’t meet this domain criteria for auto logging a ticket get logged anywhere? I know if a ticket is dropped for a deactivated customer contact the email goes to spam view but can’t find where the ‘dropped’ emails go in the system.  ThanksAndy   

502
oliviamais68
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ruderalis.st
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ruderalis.stCommunity Debut
asked in Portals, Emails & Other Channels
Emails sent from our platform with Freshdesk support email in "Reply-To" doesn't reach to Freshdesk

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: [email protected]: [email protected]: [email protected]: Some subjectBody: Email messageThen, our platform parses the email and stores the Message-ID headers and send the following email From: [email protected]: [email protected]: [email protected]: [email protected]: Initial message IDReferences: Initial message IDSubject: Reminder for some subjectBody: Another email messageand this email reaches to client but doesn’t reach to Freshdesk. When we remove “Reply-To” everything works fine.What could be the reason of this issue and how we can solve it?I’d apprecia

1892
jordanmccaffrey2
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Contributor
BeckyBexContributor
asked in Portals, Emails & Other Channels
Custom Ticket Views in Protal

I have multiple ticket forms two of which are used for Feature Requests and System Bugs.  We share a list of all of the Feature Requests and bugs with our customers and I was hoping I could just build a custom ticket view and surface that in the portal.  That way it is always up to date.  This seems like quite a basic feature for a support portal but not something that Freshdesk portal currently offers which means I am going to have to resort to a manual process of keeping an article up to date.   I appreciate that Forum topics could be used to manage the above but that doesn’t work for us as we replicate bug tickets in DevOps and used Freshdesk to manage our roadmap items.Anybody found a workaround for this? Ok, so cannot update title…. “Portal”

377
eeha0120
Skilled Expert
alex892
Apprentice
alex892Apprentice
asked in Portals, Emails & Other Channels
Google stopped indexing my pages of the customer portal because of alternate with canonical tag.

I have been working on a customer portal last year and everything was working fine after publishing it (the SEO was great!) One month ago I stumbled upon the analytics and saw that they dramatically decreased. The organic traffic was very small because Google was slowly taking down our solution articles (400+) and only 8 of them were still indexed.Most of the pages are in status discovered/crawled but not indexed. I checked in various threads and forums and it looks like it is because the main landing page has a wrong canonical defined. https://assistenza.zanichelli.it/support/home has this canonical declared: (https://assistenza.zanichelli.it/support/solutions). I define the canonical dynamically on the header so I don't have a way to manually specify the canonical for the main landingpage. <link rel="canonical" href="{{ meta.canonical }}">All the other article pages have a proper canonical (dynamically generated) but it looks like since the indexing of the main page fails, Goog

33215
imartdecor12
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KevBrig
Apprentice
KevBrigApprentice
asked in Portals, Emails & Other Channels
Implementing ReverseProxy for portal gives out endless 403s

Hello dear engineers,We are implementing a reverse proxy solution so that, upon migrating from our current FAQ to the FreshDesk hosted one, we can support the validation of all historical links and still serve new content.At first, it all worked well, but progressively we started seeing more and more “403 Forbidden” errors intermittently. This means that pages could either load, not load, or partially load.I suspect that, since now all of our traffic will be coming from a single location, it is possible we have been flagged as potential offenders by your networking strategy.Would it be possible to either confirm/infirm the above? I can provide you with our IP address to be whitelisted for this behaviour to go away.Thank you very much for any help you can provideRegardsKevin

653
mikecolady1
Community Debut
L
Skilled Expert
lkeyesSkilled Expert
asked in Portals, Emails & Other Channels
Surpress TEAMS notification when logging into Freshdesk

I have a user who keeps getting this message when logging into Freshdesk.  How to suppress it?   The user *has* installed the Freshdesk plug in on his Teams. .  

322
sanderson33
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M
Apprentice
Mariana SobrinhoApprentice
posted in Portals, Emails & Other Channels
Problemas na Visualização de Tickets por Usuários com Permissão Total

Estamos recebendo diversos relatos de clientes informando que usuários com permissão para visualizar todos os tickets da empresa não estão conseguindo acessar esses tickets, que antes conseguiam. Poderiam nos ajudar a resolver essa questão, por favor?

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M
Apprentice
evlo96
Skilled Expert
evlo96Skilled Expert
asked in Portals, Emails & Other Channels
A way to limit amount of articles showing under each folder, on main level knowledge base—before you enter a category

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. 

902
J
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man.nguyen
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man.nguyenApprentice
asked in Portals, Emails & Other Channels
Setup SSO using JWT with Freshdesk

Hi Freshwork community.I am setting up SSO using JWT with Freshdesk (by setting Customer Portal). I implemented successfully but when my customers login. I see their email instead of their name. It is really tough to me when I want to know who they are.I hope to receive your answer soon. Best regards,

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J
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Ben Graubner
Apprentice
Ben GraubnerApprentice
asked in Portals, Emails & Other Channels
Reply to New Email not in the same Thread

Hi all If I am sending a new Mail via the “new email” button it creates a ticket. However if the customer replies to this newly sent email it creates a new ticket and doesnt show the reply in the original ticket where I created the message. I would expect the reply to be created as a thread with in the original mail ticket. What can I do to create the new reply in the old thread?Thanks and best regardsBen 

225
eeha0120
Skilled Expert
donia_ats
Contributor
donia_atsContributor
asked in Portals, Emails & Other Channels
snippet problem

Hello,I have a problem. I’m doing a redesign of the Freshdesk user portal based on the MINT theme. The old code to display tickets is as follows: “<section class="ticket-page">  <div class="container">    <div class="ticket-toolbar pull-right">      <a href="{{ portal.ticket_export_url }}" data-target="#export-modal"          id="ticket-export-button" rel="freshdialog" class="d-hide"          data-submit-label="{% translate portal.tickets.submit_export %}"          title="{% translate portal.tickets.export_ticket_data %}">        {% translate portal.tickets.export %}      </a>    </div>    <div id="ticket-filter-container">      {% snippet ticket_filters %}    </div>    {% snippet ticket_list %}  </div></section>” When I copy and paste in the redesign of this part, the list of tickets is displayed well but the snippet of the filters appears but does not work. (Click in the void) Why ?  

322
donia_ats
Contributor
S
Contributor
Sylvain LebelContributor
asked in Portals, Emails & Other Channels
Email end in SPAM on recipient's side

Hello,We use Freshdesk server to send mails but we regularly get undelivery notification to some providers. DKIM and SPF are correctly set up, but recipient’s provider nevertheless rate our email as spam.Can somebody who already went through such issue share about how they fixed it?Thank you

231
mahendarsingh
Community Manager
Avinash08127
Community Debut
Avinash08127Community Debut
asked in Portals, Emails & Other Channels
How do I access ticket_list snippet on Portal Home and how do I customize the new_ticket_Form snippet?

We want to modify Customer Portal in Freshdesk but when we try to bring the snippet ticket_list on Portal Home page, it gives Liquid error. Adding snippet new_ticket_form works.  Also, how do we customize the new_ticket_Form, we want to change the dropdowns to card view.

701
mahendarsingh
Community Manager
stevenjo57
Apprentice
stevenjo57Apprentice
asked in Portals, Emails & Other Channels
Why so old Google reCaptcha?

My clients often complain about the ridiculous older reCaptcha where you have to click on palm trees, crosswalks or stoplights.  Older people hate it as perhaps their sight isn’t great. I’m not that old and I hate it.How do we get a new version of reCaptcha on our support form?  One like this?  

795
Aivon123
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JUANCARLOS
Apprentice
JUANCARLOSApprentice
asked in Portals, Emails & Other Channels
FRESHDESK Multiple sessions and multiple devices for one agent

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

1632
mockridge09
Community Debut
AndyRussell
Skilled Expert
AndyRussellSkilled Expert
asked in Portals, Emails & Other Channels
query re custom portals

Hi, bit of a noob question but we have the standard portal at FreshService;https://companyname.freshservice.com/support/homeAfter a user logs a ticket and then activates their account they get redirected to log onto this portal. We also have a custom portal configured we were going to use for customers;https://ouraccountname.companyname/support/home My ‘test’ customer account can sign into either portal and get the same view of cards, open tickets etc.  So is there a way of making our custom portal ‘default’ for customers without them being redirected automatically to the standard portal if they click on a ticket link in an email. I’ve just clicked on a link for my test account to open a ticket and got directed tohttps://companyname.freshservice.com/support/tickets/54 thanks  

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A
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K
Apprentice
kwan_kwan_12345Apprentice
asked in Portals, Emails & Other Channels
Where to edit New Activity email?

I got an email titled “New Activity” as follows: I want to change the content of this email but can’t find it in Email Notifications -> Agent Notifications.Can anyone tell me where it is?

1657
Daniel Söderlund
Skilled Expert

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