The Freshworks Community | Freshworks Community

Skip to main content

Groups
Events
Product Updates
Insiders Program

Integrations Round-up: Microsoft ecosystem

(Thu, 24 Oct, 4:00 pm)

11,486 Topics
30,577 Replies
37,116 Members

Welcome Center

Announcement and Events

CX and Customer Support

IT and Service Management

Sales and Marketing

Upcoming Community Events

Freddy Copilot Webinars

Join a conversation

Browse through the community's recent feed or become an expert by answering a question.

Recent Feed
Help Others

MaxJCommunity Debut

Asset restriction and groups, workspaces

Hi, As far as i understand it is not possible for groups to view services that are not managed by them. And if the role gives view-permission for assets, then it cannot be restricted to a specific asset type (in this case “Service”). Example:Consider some groups of agents, each of these groups are connected to and manages a service. None of the agents in the specified groups should have access to assets like hardware etc. All agents in the workspace “IT” should have access to all services so that they can view status or other information related to their own or other services. Am i correct in my assumption? Thank you!

SPLENDID WApprentice

Portals, Emails & Other Channels

Sorting tickets based on contacts

Hello!Is it possible to sort tickets by contacts, e.g. using the provided name or email address of the contact?Or alternatively to have an overview of the number of tickets / tickets when viewing all contacts.We usually have several tickets from the same contact and overviewing them or sorting through them would be easier if we could sort tickets based on contact info.Greetings!

JTAVOLAROSkilled Expert

Automations and Workflows

tasks and workflows

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

anupama.phalCommunity Manager

Freshservice Release Notes - Oct 2024Release Notes

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 Connector Apps to Automate Key Employee Workflows Integrate Smartsheet with Freshservice Integrate Amazon Connect

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",

BregtApprentice

Change asset type field depending on the hostname using automation

Hi everybody,Does anybody know how I can change the asset type depending on the hostname using automations, or any other way?all our laptop hostnames begin with LT all our desktop hostnames begin with PC all our server hostnames begin with SRV Any help would be greatly appreciated 😁Kind regards,

dwessellCommunity Debut

Wordpress KB Integrations

We use Wordpress for our KB system. Are there any integrations or apps that will alow us to suggest articles to Freshdesk agents? ThanksDavid

Max_9999Community Debut

Time Trigger - AUTO CLOSE - 30 day limit

I turned off the change resolve to closed ticket within 48 hours for a while. I want this automation time trigger to run on all tickets, however, the time trigger is limited to the past 30 days. How can I run this for all tickets including tickets past 30 days?

shannon.mejiaSkilled Expert

Using API to create Service Request with specific properties

I have an API node setup to create a service request, but I cannot specify the properties (i.e. priority, impact, urgency, group, etc) of the SR with the API. How can I update these details in the WFA? If I just add an action node, it updates the details on the original condition and not on the newly created ticket. I need the newly created ticket to be updated.

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.

MaxJCommunity Debut

Asset restriction and groups, workspaces

Hi, As far as i understand it is not possible for groups to view services that are not managed by them. And if the role gives view-permission for assets, then it cannot be restricted to a specific asset type (in this case “Service”). Example:Consider some groups of agents, each of these groups are connected to and manages a service. None of the agents in the specified groups should have access to assets like hardware etc. All agents in the workspace “IT” should have access to all services so that they can view status or other information related to their own or other services. Am i correct in my assumption? Thank you!

SPLENDID WApprentice

Portals, Emails & Other Channels

Sorting tickets based on contacts

Hello!Is it possible to sort tickets by contacts, e.g. using the provided name or email address of the contact?Or alternatively to have an overview of the number of tickets / tickets when viewing all contacts.We usually have several tickets from the same contact and overviewing them or sorting through them would be easier if we could sort tickets based on contact info.Greetings!

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",

BregtApprentice

Change asset type field depending on the hostname using automation

Hi everybody,Does anybody know how I can change the asset type depending on the hostname using automations, or any other way?all our laptop hostnames begin with LT all our desktop hostnames begin with PC all our server hostnames begin with SRV Any help would be greatly appreciated 😁Kind regards,

dwessellCommunity Debut

Wordpress KB Integrations

We use Wordpress for our KB system. Are there any integrations or apps that will alow us to suggest articles to Freshdesk agents? ThanksDavid

Max_9999Community Debut

Time Trigger - AUTO CLOSE - 30 day limit

I turned off the change resolve to closed ticket within 48 hours for a while. I want this automation time trigger to run on all tickets, however, the time trigger is limited to the past 30 days. How can I run this for all tickets including tickets past 30 days?

shannon.mejiaSkilled Expert

Using API to create Service Request with specific properties

I have an API node setup to create a service request, but I cannot specify the properties (i.e. priority, impact, urgency, group, etc) of the SR with the API. How can I update these details in the WFA? If I just add an action node, it updates the details on the original condition and not on the newly created ticket. I need the newly created ticket to be updated.

MichaelOApprentice

Asset Usage Type

Is there a way to add a Usage Type to an Asset [other than Permanent or Loaner]?

averdier.solarhonaCommunity Debut

API and Webhooks

Freshdesk SSO SAML Azure AD

Hi everyone, I have a problem when i create a SSO SAML between Freshworks and Azure AD.I make all the parameter with the tutorial but i have an error when i try to connect with SSO.Look at that :If anyone have an idea ?Or something to try ?Thanks a lot :)Alexandre

MandaContributor

Agent as requester, cannot attach Company to ticket

Hello,We have Agents who are requesters on tickets, but we need to associate those tickets with Companies for integrations, analytics, and dynamic fields in Canned Responses. Does anyone know how to do this or have a workaround? Thank you in advance for any ideas.

Upcoming

Events

Community

Champions

Leaderboard

Still looking for help?

Developers' Corner

Are you a developer? Looking for a space to discuss platforms and APIs?

Academy

Learn and get certified as product experts through our Academy!

Support

Go through our Support channels to get technical & engineering help!

Powered by Gainsight

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK