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Fly High AbroadApprentice

Ticketing & Agent Productivity

Fly High Abroad Dubai visit visa consultant

Fly High Abroad Dubai is a prime consultancy offering business and travel immigration services with expert advice. Our team specializes in international visa complexities to enable our clients to reach their global aspirations. We offer you tailored services for meeting your business and travel needs with precise solutions. For services related to business immigration consulting, business visa consulting, and business visa consultants specializing in Canada business visa consultant, Australia business visa consultant, visit visa consultant in Dubai, and Canada visit visa consultant, we will be there for you, step by step. Regarding work permits, consult with our Canada work permit visa consultants and Australia Work Permit visa consultants today.

msconfig87Skilled Expert

Apps and Marketplace Integrations

When will a current vCenter version be supported by Freshservice Cloud Discovery - VMware Vcenter?

Currently only version 6.5 & 6.7 are supported by the Freshservice Cloud Discovery- VMware Vcenter.They are from 7 years ago (15 Nov 2016) !!We are on vCenter version 8.0 Update 2a and the Cloud Discovery Module cannot connect to the server due to an error. I opened a ticket [#15001898] with FreshService and they told me that is because only the old vCenter is supported.The engineering team has provided an update on this.We have extended our support till 7.0.3 version. However, the compatibility on vSphere Client version 8.0.2 has not yet been tested and confirmed on our end yet.When will you update?

MaxJApprentice

Portal/Knowledge Base

Requester able to mark ticket as closed (shared ticket)

Hi! I’m not sure if this is a bug, but it seems strange to me. If you share a ticket with a requester it seems like they are granted the ability to mark that ticket as closed in the portal. From the perspective of the requester to whom the ticket was shared: Then, when you reply from here you can not delete the message in freshservice even as an admin: Any idea what is going on here? I cannot seem to find an option to remove the “Mark ticket as closed” for requesters for shared tickets.

Justin HApprentice

Freshdesk – London User Network

Limiting ticket creation to contacts list users and omitting email verification stage

New to Freshdesk. Great system so far.Is there a way to limit the creating tickets to my contacts list and omitting the email verification stage?I would opt to use Azure SSO however my users / contacts are contained within 3x small separate companies with different domains / tenants.

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.

Shyamala RaviCommunity Manager

Announcements and Events

Introducing the New Feedback Feature on Freshworks Marketplace

Hello Freshworks Community!At Freshworks, we’re committed to empowering you to get the most out of our products. One way we achieve this is through the Freshworks Marketplace, your one-stop shop for apps that extend and customize your Freshworks experience to meet your unique business needs.Recently, we rolled out exciting updates to enhance your Marketplace experience (check out the details here). But we’re not stopping there! We know that your feedback is crucial in making the Marketplace even better. That’s why we’re thrilled to introduce a new feature that lets you share feedback directly from the App Details Page and during the installation process. Here's how it works:Share Feedback on the App Details Page We’ve added a new “Share Feedback” option to every app’s details page. Now, you can easily send feedback about individual apps directly to the Freshworks Marketplace team. Whether it’s a suggestion for improvement, a feature request, or anything else, we want to hear from you!

luca.ciaraffoTop Contributor

Portal/Knowledge Base

Unique catalog for Incident and Service Request

Hello team,I would like to share with you a very common scenario unfortunately. Many customers (especially where there is no ITIL culture) are not comfortable with the split between Incident and Service Request, i.e. they think that requesters get confused and ask us for a single Service Request catalog with the double choice so that for each object in the catalog the requester has the option to report an issue or make a request. Technically this would not be a problem, the only limitation is that you would lose the solution suggester present in the Incident module (you can do without it) but most importantly, the Paragraph fields in the Service Items do not have HTML formatting so you cannot paste screenshots (very common for issues) but only attach physical files (inconvenient).Are we the only ones with this situation? Couldn't the description field common to all service requests be added (perhaps deciding to enable it or not?) In roadmap by any chance is there provision for the Desc

phongshaderContributor

create an expression to compare output

I have an expression that outputs the string from a custom field, E1. I have a reader that reads a custom object with two object groups, role and group, with 4 object records. I would like to compare the output of E1 to see if there is a match to any of the 4 object record role entries. If there is a match I would like to output the group entry of the matching object record something like this: E2(if E1.result == R1.role, output R1.group as E2.result) Is this possible or is there an easier way to accomplish this?

rhea.desouzaCommunity Manager

Workflows and Automations

Community Carnival: Sales and Marketing Village

This Sales and Marketing Village is all set to exude holiday cheer with product resources, AMAs, games and more. While this village might not come draped in jack-o-lanterns, spider webs, and costumes, there’s definitely a lot to expect tucked in. Here’s the lowdown →Day 1 - October 27💬 Ask the (Product) Expert with @Srini :-) : Freshsales AND Freshmarketer✅ Resource: Grow your Online Store with Freshworks📣 Demo: Modern Views, Lists, Segments and Email Campaigns✅ Resource: 5 nightmares that haunt sales people (and how to make them stop)✍ Answers with Aish: Freshsales Tips Day 2 - October 28📌 Freshsales Bootcamp: A series of videos to get you started with Freshsales✅ Resource: Cart Abandonment Ebook🎈 Game 2: Create your own madlib!✍ Answers with Aish: Freshsales Tips As a part of the curated peer-to-peer learning experience, we hope to take this 2 day extravaganza to the next level, with your help! While we busy ourselves putting up the last minute decorations, and creating a Village

Lars SkjønbergApprentice

Portals, Emails & Other Channels

Freshdesk very long SPF record is a problem

Hi, we are using Freshdesk support desk and until now Freshdesk has been sending email’s on our behalf. This means that we have to add email.freshdesk.com to our SPF record. This means that Freshdesk alone adds 8 DNS queries to our SPF record and the standard allows for only 10 in total.For comparison Microsoft adds two for the whole of Office 365.Now, what i have feared has happened and we have passed the limit and our SPF record is not valid anymore. I don’t know if we added the one or if Freshdesk added another sub record.There is really two problems, one is the size of the record to begin with and the other is that Freshdesk can add subrecords at anytime without any of their customers knowing and pushing that client over the limit.I think therefore it is very important for suppliers that have SPF that is used by alot of customers to be very small and maintained correct.One solution is to create your SPF record and then only add ip addresses to this record that you then maintain whe

msconfig87Skilled Expert

Apps and Marketplace Integrations

When will a current vCenter version be supported by Freshservice Cloud Discovery - VMware Vcenter?

Currently only version 6.5 & 6.7 are supported by the Freshservice Cloud Discovery- VMware Vcenter.They are from 7 years ago (15 Nov 2016) !!We are on vCenter version 8.0 Update 2a and the Cloud Discovery Module cannot connect to the server due to an error. I opened a ticket [#15001898] with FreshService and they told me that is because only the old vCenter is supported.The engineering team has provided an update on this.We have extended our support till 7.0.3 version. However, the compatibility on vSphere Client version 8.0.2 has not yet been tested and confirmed on our end yet.When will you update?

MaxJApprentice

Portal/Knowledge Base

Requester able to mark ticket as closed (shared ticket)

Hi! I’m not sure if this is a bug, but it seems strange to me. If you share a ticket with a requester it seems like they are granted the ability to mark that ticket as closed in the portal. From the perspective of the requester to whom the ticket was shared: Then, when you reply from here you can not delete the message in freshservice even as an admin: Any idea what is going on here? I cannot seem to find an option to remove the “Mark ticket as closed” for requesters for shared tickets.

Justin HApprentice

Freshdesk – London User Network

Limiting ticket creation to contacts list users and omitting email verification stage

New to Freshdesk. Great system so far.Is there a way to limit the creating tickets to my contacts list and omitting the email verification stage?I would opt to use Azure SSO however my users / contacts are contained within 3x small separate companies with different domains / tenants.

luca.ciaraffoTop Contributor

Portal/Knowledge Base

Unique catalog for Incident and Service Request

Hello team,I would like to share with you a very common scenario unfortunately. Many customers (especially where there is no ITIL culture) are not comfortable with the split between Incident and Service Request, i.e. they think that requesters get confused and ask us for a single Service Request catalog with the double choice so that for each object in the catalog the requester has the option to report an issue or make a request. Technically this would not be a problem, the only limitation is that you would lose the solution suggester present in the Incident module (you can do without it) but most importantly, the Paragraph fields in the Service Items do not have HTML formatting so you cannot paste screenshots (very common for issues) but only attach physical files (inconvenient).Are we the only ones with this situation? Couldn't the description field common to all service requests be added (perhaps deciding to enable it or not?) In roadmap by any chance is there provision for the Desc

phongshaderContributor

create an expression to compare output

I have an expression that outputs the string from a custom field, E1. I have a reader that reads a custom object with two object groups, role and group, with 4 object records. I would like to compare the output of E1 to see if there is a match to any of the 4 object record role entries. If there is a match I would like to output the group entry of the matching object record something like this: E2(if E1.result == R1.role, output R1.group as E2.result) Is this possible or is there an easier way to accomplish this?

DogkasApprentice

Ticketing & Agent Productivity

Ticket field - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug?

Ellis_PDMSCommunity Debut

How do I resize the ticket comment box in a portal ticket view page?

Hoping this is the correct place to post.Within a Portal, in the Ticket View page - I want to allow the user to resize the comment field when they are replying to a ticket. I have successfully managed to get this to work within ticket submission using the below CSS:---- div.fr-wrapper.show-placeholder { resize: vertical; } ----I cannot figure it out for the comment field, when replying to a ticket on the Ticket View page.Any assistance is greatly appreciated.

ReeVApprentice

Last login date

I’m wanting to build a scheduled workflow to update the asset state depending on how long it’s been since the asset was logged into. The last audit date and Updated date for us are usually whithin the same day, but it doesn’t tell us the last time the user signed into the machine. Freshservice discovery agent doesn’t capture this data from the machines. Anyone have a solution that works for them to get around this?

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",

vilvaathibanpbApprentice

Portal/Knowledge Base

Serverless Event when Solution article is updated

Hello,I would like to know is there a serverless event that gets triggered whenever a solution article is updated or created ? Or is there any other way to know whenever there is a change in a solution article?

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