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anupama.phalCommunity Manager

Freshservice Release Notes - Oct 2024Release Notes

Important update: The release of Jira SaaS Integration has changed and will now be available on November 15th, 2024.Note: All the features/enhancements below will be available on Starter and Growth plans on October 15th, 2024 & on Pro and Enterprise plans on October 28th, 2024.Product version: 2024.R10L.01New Features and Enhancements Enhanced Freddy Copilot Reporting Intent-based Reply Suggestions Consumption of day passes and usage history Requester and Agent data export access controls Restrict API key access for agents Export reports with real-time filters in Analytics Set custom incident/major incident values in alert workflows Minimize situational noise with alert suppression Modify on-call email notifications Modify incident end time when resolving a Status page Incident Jira SaaS Integration Upgraded .NET for Linux and Mac agents Unique URLs for Project Reports Curated Report on Project Agile Metrics Integrate Freshservice with your Mobile app New HCM C

hraynerApprentice

Portals, Emails & Other Channels

Removing Customer Support Portal

Hello, I’m thinking about removing the customer support portal for my business. We have created a new support website which uses freshdesk APIs to display our solutions and the support widget so we don’t want the old support portal to be accessible to customers anymore (although our agents will still be using their side which is not customer facing). I couldn’t find how to do this in the admin panel so some direction would be greatly appreciated.Thank you!

driftooorApprentice

Automatically hide widget on close?

Hi, is there a way to have the widget automatically hidden on close? I’ve hidden it on pageload, but on our website we want it to only pop out if a button is clicked, and after that if it’s closed then the button still remains showing on the page. I’ve tried adding event listeners to the close button and modifying the `close` function to no avail.

a.habgoodApprentice

Triggering Workflow Automator on existing ticket.

Hi Freshworks Community!We use Freshservice.I need help on finding out if its possible for an agent to trigger a Workflow Automator on an existing Request ticket. We use this primarily for when our users request hardware items and we need to pass this information over to Sharepoint list when the agent has ordered the hardware and prepared it for pickup by the user.I have setup a “Trigger Webhook” function to pass information about the ticket (Requestor, Ticket number etc) to PowerAutomate. We use the data from Freshservice to a Sharepoint list.What I have setup so far is when an agent “adds an item” to an existing ticket it triggers the following Workflow Automator: The above works fine however we are stuck when the ticket has an an approval at any stage (as required by our organisation) and therefore the agent cannot add an additional item because Freshservice does not allow the agent to add an additional item to the ticket when there is an approval. We have tried triggering based on

corey.holdenCommunity Debut

I'm struggling getting automations with powershell,- not running, no errors?

I’m not sure where to turn next to trace this behavior. Orchestration server deployed, shows online. Running the powershell app configured to use the same server. Exact workflow, we are trying to automate user creation, but have a hybrid environment. Normally we use powershell to create the user and o365 mailbox simultaneously. Basic workflow just to see if we can pass the values right now:When Service request is raised If subject contains ‘Employee onboarding requests’ A quick line of powershell that should spit out a .csv on the server containing info from the onboarding serverI’m running into two problems. One, out of several attempts at test tickets to see if the automator executes, I’ve only seen it attempt to execute once. That one particular one failed due to the orchestration server being down. Every other test ticket did not create a log entry. If i use the ‘test app action’, i get no feedback. The first day i was running this, i did get some errors back regarding my powershel

jeroen.heijboerContributor

Ticket & Workflow Management

Automation for a new ticket with a automatic note

Hopefully someone can help me.I would like to create a ticket worfklow automator that does the following:- Automatically creates a ticket every morning- This should contain a note with the URLs of all created tickets from a specific requester in a specific time frameNow I have been looking and I think I need to work with a webhook trigger? Is this correct and if so can someone send me an example payload / workflow? Because I'm new with using webhook triggers.

subhikshaa.ganeshCommunity Manager

Freshdesk Release Notes - September 2024Release Notes

New Features and Enhancements Upcoming Features and Enhancements Bug fixes Agent experience bugs Admin experience bugs Automation bugs Analytics and Dashboard bugs Mobile App bugs New Features and Enhancements All features and enhancements below will be available to all customers from September 30, 2024. Portal settings revampAdmins will soon access both the Customize and Edit menus from the same interface, streamlining their workflow and eliminating the need for separate navigation.More details here. Non-modal slider for apps Agents can edit information from the app widget on their workspace without interfering with their ability to view and respond to tickets. Agent experience enhancementsStreamlining the Agent experience in Freshdesk: the Out-of-office Scheduler will be moved under the Profile icon, and all dropdown values under the ‘New’ button will be refreshed. Upcoming Features and Enhancements All features and enhancements below are coming soon to customers.

JamesFContributor

Possible to merge tickets without assigning them to person who merged them?

Freshdesk did not used to assign the merge tickets to the person who merged them. This seems to have started happening recently. Is there anyway to disable this? We do not want the merged ticket automatically assigned to the person who merged them.Thank you,

KqunKqparApprentice

problem with the customs fields

the it created 2 customs fields in a field_header : { "asset_type_fields": [ { "field_header": "DigitalTwin", "fields": [ { "id": 21013902627, "created_at": "2024-10-15T15:38:41Z", "updated_at": "2024-10-15T16:25:21Z", "asset_type_id": 21002953778, "name": "managed_21002953778", "label": "managed", "required": false, "is_unique": false, "field_type": "checkbox", "data_type": "boolean", "default_field": false }, { "id": 21013902628, "created_at": "2024-10-15T16:29:07Z", "updated_at": "2024-10-15T16:29:07Z", "asset_type_id": 21002953778, "name": "unity_id_21002953778", "label": "unity_id",

Jake.EmmApprentice

Add options to the 'Edit Properties' Pane

Hi All, I am wondering if it is possible to add things to the Edit Properties pane on the side when working with assetsI have added the the things I want under ‘Asset Types & Fields’ -> ‘Hardware’ but I want to be able to add them to the bar on the side as opposed to editing the asset to get to the fields. I want to create a check box to state if the device is in a quarantine state. Many Thanks!

hraynerApprentice

Portals, Emails & Other Channels

Removing Customer Support Portal

Hello, I’m thinking about removing the customer support portal for my business. We have created a new support website which uses freshdesk APIs to display our solutions and the support widget so we don’t want the old support portal to be accessible to customers anymore (although our agents will still be using their side which is not customer facing). I couldn’t find how to do this in the admin panel so some direction would be greatly appreciated.Thank you!

driftooorApprentice

Automatically hide widget on close?

Hi, is there a way to have the widget automatically hidden on close? I’ve hidden it on pageload, but on our website we want it to only pop out if a button is clicked, and after that if it’s closed then the button still remains showing on the page. I’ve tried adding event listeners to the close button and modifying the `close` function to no avail.

a.habgoodApprentice

Triggering Workflow Automator on existing ticket.

Hi Freshworks Community!We use Freshservice.I need help on finding out if its possible for an agent to trigger a Workflow Automator on an existing Request ticket. We use this primarily for when our users request hardware items and we need to pass this information over to Sharepoint list when the agent has ordered the hardware and prepared it for pickup by the user.I have setup a “Trigger Webhook” function to pass information about the ticket (Requestor, Ticket number etc) to PowerAutomate. We use the data from Freshservice to a Sharepoint list.What I have setup so far is when an agent “adds an item” to an existing ticket it triggers the following Workflow Automator: The above works fine however we are stuck when the ticket has an an approval at any stage (as required by our organisation) and therefore the agent cannot add an additional item because Freshservice does not allow the agent to add an additional item to the ticket when there is an approval. We have tried triggering based on

corey.holdenCommunity Debut

I'm struggling getting automations with powershell,- not running, no errors?

I’m not sure where to turn next to trace this behavior. Orchestration server deployed, shows online. Running the powershell app configured to use the same server. Exact workflow, we are trying to automate user creation, but have a hybrid environment. Normally we use powershell to create the user and o365 mailbox simultaneously. Basic workflow just to see if we can pass the values right now:When Service request is raised If subject contains ‘Employee onboarding requests’ A quick line of powershell that should spit out a .csv on the server containing info from the onboarding serverI’m running into two problems. One, out of several attempts at test tickets to see if the automator executes, I’ve only seen it attempt to execute once. That one particular one failed due to the orchestration server being down. Every other test ticket did not create a log entry. If i use the ‘test app action’, i get no feedback. The first day i was running this, i did get some errors back regarding my powershel

jeroen.heijboerContributor

Ticket & Workflow Management

Automation for a new ticket with a automatic note

Hopefully someone can help me.I would like to create a ticket worfklow automator that does the following:- Automatically creates a ticket every morning- This should contain a note with the URLs of all created tickets from a specific requester in a specific time frameNow I have been looking and I think I need to work with a webhook trigger? Is this correct and if so can someone send me an example payload / workflow? Because I'm new with using webhook triggers.

JamesFContributor

Possible to merge tickets without assigning them to person who merged them?

Freshdesk did not used to assign the merge tickets to the person who merged them. This seems to have started happening recently. Is there anyway to disable this? We do not want the merged ticket automatically assigned to the person who merged them.Thank you,

KqunKqparApprentice

problem with the customs fields

the it created 2 customs fields in a field_header : { "asset_type_fields": [ { "field_header": "DigitalTwin", "fields": [ { "id": 21013902627, "created_at": "2024-10-15T15:38:41Z", "updated_at": "2024-10-15T16:25:21Z", "asset_type_id": 21002953778, "name": "managed_21002953778", "label": "managed", "required": false, "is_unique": false, "field_type": "checkbox", "data_type": "boolean", "default_field": false }, { "id": 21013902628, "created_at": "2024-10-15T16:29:07Z", "updated_at": "2024-10-15T16:29:07Z", "asset_type_id": 21002953778, "name": "unity_id_21002953778", "label": "unity_id",

Jake.EmmApprentice

Add options to the 'Edit Properties' Pane

Hi All, I am wondering if it is possible to add things to the Edit Properties pane on the side when working with assetsI have added the the things I want under ‘Asset Types & Fields’ -> ‘Hardware’ but I want to be able to add them to the bar on the side as opposed to editing the asset to get to the fields. I want to create a check box to state if the device is in a quarantine state. Many Thanks!

MDaviesSkilled Expert

Agent Group Visibility In The End User Portal

Hi Everyone,I’ve had some feedback from staff using the End User Portal that it can sometimes be tricky to decipher which Agent in an Agent Group is owning their tickets.The specific scenario appears to be when a ticket has been assigned to a different Agent Group but not yet picked up by an Agent within that Agent Group.Does anyone know if it is possible on the End User Portal, specifically within the Home Page ‘Tickets section’ to show which Agent Group a ticket is assigned to? A Requester may get more information by clicking in to each individual ticket:But it seems a shame that it’s not visible from the Front Page whereby they may have many tickets logged and would make it easier to understand how their tickets are progressing.

Kevin_SCommunity Debut

Workflow Create Azure Guest without Powershell

Hi,i would like to be able to let users create a ticket/request in FS to invite a user to our Azure AD for sharing with said guest user. I don't want to use PowerShell for this. I tried a bit with Webrequests, but unfortunately couldn't get it right, I have read that it should work with Microsoft Graph, but unfortunately I don't quite know how to create a connection to Graph from FS. Perhaps someone has already set this up successfully? Kind regards,Kevin

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