Possible Queries:

Unable to submit or create tickets from portal.
Captcha error, cannot submit tickets.
Error while submitting ticket from customer portal
Unable to see ticket form.

Resolution Path:

  • Validate account details in Freshops.

  • Get details of the plan and check if they have issues with the main portal or product portals (if they have multiple product feature and products created).

  • If the customer does not find the "Submit a ticket" button or the "New Support Ticket" option in the home page (https://domain.freshdesk.com/support/home), check if the option to submit tickets is enabled under Admin > Portals > Edit (for respective portal) > Manage Sections have the "Everyone" option selected.

    If the customer has chosen "Logged in Users", then the end-user has to sign up for the portal and log in to submit tickets.

    Note: The enable captcha option cannot be disabled for Trial and Free accounts.

  • Another commonly reported issue would be the presence of Captcha while submitting tickets for one or few logged in Users. Ideally, once a User logs in, it implies that the user is verified and captcha is not required while submitting ticket. However, if a logged in user has submitted multiple tickets in a short span of time, it would show the captcha for that particular user only. Reference ticket here.

    This can be reset on a user-level and if the customer requires this, an L2 ticket can be raised for the same.
  • If the customer would like the end users to be displayed articles while creating a ticket, the "Auto suggest solutions while creating a new ticket" has to be selected.

  • Few errors that are encountered while submitting a ticket from the portal are:

    • We are sorry. You have been restricted from accessing this helpdesk page. (while accessing the domain)

      This is due to an increased Spam score from the threshold set. For more details, refer this article. To reset the spam score, ping in the regional Slack group to whitelist the account.

    • Captcha verification failed, try again!

      Check if it is related to the jQuery version -
      https://support.freshdesk.com/a/solutions/articles/50000004932?lang=en&portalId=2

    • Liquid errors (eg: "Liquid error: undefined method 'translated_value_for_label_in_portal' for nil:NilClass")

    • The page you are looking for doesn't exist. (while accessing the domain)

      In case of any of the above errors, get a HAR file from the customer and a video grab to understand when the issue occurs. With the x-request-ID of the error event, the logs can be checked in the respective Haystack for the exact error. An L2 ticket can be raised with the above details.

  • If the account has Multiple Ticket Forms feature (has two prerequisite features portal_v2, freshworks_certificate_management + a backend migration if not already present in the account), more than one ticket form can be chosen from for submitting tickets from the portal.

    Note: Available only on the Pro plan and above.

    The form has to be created with required ticket fields > and associated to the portal(s) for it to be visible to end customers.

    If there are any issues with the added fields not being synced to the form, an L2 ticket can be raised to have that fixed.