Possible queries:
My customer cannot activate their profile
Unable to activate details in portal
Resolution path:
- Validate the account URL (eg: abc.freshdesk.com) and details. If the end-user is trying to activate their profile as a customer in the portal abc.freshdesk.com and has reached out to us, you can suggest the end user to trigger a password reset email from the customer portal. Navigate to the customer portal's login page > click on "Forgot your password?" > enter the email > Click on Reset my password.
- However, if they are unable to do so or get a proper activation link, you can redirect them to the support email, portal link of abc.freshdesk.com.
If the customer reaches out to us stating their end users are facing issues with activation, try the below: - Check if the email notification for User Activation Email is toggled on under Admin > Email notifications > Requester Notifications.
- If the notification is toggled on but the link is broken, check if the content has the placeholder {{activation_url}} which will automatically generate a unique activation link when the contact submits a ticket for the first time, or signs up via the portal (if the option is enabled).
- If the above does not help, we can ask the customer to manually trigger an activation email from helpdesk by navigating to the end user's profile in the hepdesk and click on "Send Activation Email". This will trigger a new email and the end-user can activate their profile to access the customer portal.
- If the issue still persists, raise L2 ticket with details and the necessary logs.