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We have three paid apps in the marketplace. In freshworks developer portal, i see there are few downloads of the apps. However, there is no provision for us to add payment details there. How and when will we get paid?

3 hours ago

FayejazApprentice

Assets

Issues Trying to Import Assets

New to Freshservice, and we are attempting to import assets from our old ITSM. I’ve tried several times to import assets for a single asset type, at first I was getting a date error and fixed that, now the import fails with “You are not allowed to update the asset.” I’ve tried editing the csv, changing how assets are mapped, leaving out mapping some fields, and I can’t get past that error.

3 hours ago

ramijamesApprentice

Portals, Emails & Other Channels

Adding a Google group as a secondary support email

We are (unsuccessfully) trying to add a secondary support email for our developer relations team. It is a google group account and so can not sign in via SSO, and does not have a username/password. I can’t find any documentation for how Freshdesk expects us to connect this account so that incoming emails get pushed into their system. Any help would be appreciated.

11869

3 hours ago

heather.stockwellApprentice

Analytics

How can I report on when Solutions articles need to be reviewed?

I'm entering review dates for solution articles but I can't see any easy way to report on these so that I know which ones need reviewing each week. Is there an easy way for me to do this?

3024

3 hours ago

AndyRussellSkilled Expert

Ticket & Workflow Management

FreshService change management - buttons and rejections from CAB

Hi, we’re just starting to try to get automation working within FreshService change management. Two queries have emerged so far. For the email notification to CAB members, we want to remove the approve/reject buttons at the base of the email but still allow email approval by replying with the words approved/rejected etc. on the first line. If we uncheck the box for email approval on the notification the button disappears but we can’t then reply to approve/reject. So question is more about whether the underlying code can be customised. Reason is the buttons launch wrong mail client sometimes or wrong version of mail client on some machines. We have an approval workflow set to two CAB members with either able to approve, and this works OK. But for the rejection of changes by CAB, BOTH have to reject for the workflow to pick up the change being rejected and the workflow to kick in. If just one rejects, then the rejection gets logged into the change ticket but change stays at awaiti

233

4 hours ago

rpgalanApprentice

Portal/Knowledge Base

Not translated

Hello.There are different parts of the Freshservice backend that are not translated into Spanish. Is there no way for administrators to translate the texts? For example, this is an example: It should appear as "Solicitud de" instead of "Request for."Thanks.Regards.

7 hours ago

HryhoriiApprentice

Chatbot and AI

Turn off unnecessary cookies for Freshchat web widget

Freshchat web widget store a lot of different cookies. Are all of this cookies Strictly Necessary Cookies? If not, can I turn off some of this cookies from web widget to decrease load on user. For instance, google analytic cookie _ga or Freshdesk analytics cookies started with zarget_.

7 hours ago

m.vd.horstApprentice

Portal/Knowledge Base

KB-items available outside workspace

Does anyone know a solution to make kb-items available across workspaces?If the requester is adding a subject, only the KB-items of the selected workspace will be shown.The default solution is to create an article in the default category. But there is no option to create folders in the default category, so that will be a mess when you look into the kb-page. Any ideas on this? Thanks!Marcel

8 hours ago

ErikAlmSyneritySkilled Expert

Automations

Find solution to single out value from description with indexof until new line (\r\n)

Hi,I’ve build a solution for a customer with help of workflow automations (WFA) in Freshservice. The WFA is parsing text from the description field and it’s purpose it to single out a username after the key word “Bruker: “ I have an working solution that uses substring and index of expression fucntions in conjunction. The customer now wonders if it’s possible to take the user name from the first key word to a line break (\r\n). I’ve tested the below but it doesn’t seem to solve it for me. Can Freshservice distinguish line breaks or do I need to use regexmatch. Anyone have any examples for this?substring('{{ticket.description}}', (indexOf('{{ticket.description}}','Bruker: ', 0)+8), indexOf('{{ticket.description}}','\r\n',0)) The above is supposed to take efterthing from “Bruker: “ to the first line break, but it doesn’t work and throws this error message:/Erik Alm Output - Operator 'substring' : Third operand's value must be > second operand's value.

442

8 hours ago

wendelmoreiraApprentice

Ticketing & Agent Productivity

Need Help: Email Notification Issue

Hello everyone,I recently edited an email notification, but now it's showing up as a blank page and the email sent is also blank. Has anyone encountered this issue before and can help me out?Thanks in advance!

8 hours ago

puspalatha_hodolistApprentice

Apps and Marketplace Integrations

How to get paid from Marketplace apps

3 hours ago

FayejazApprentice

Assets

Issues Trying to Import Assets

3 hours ago

ramijamesApprentice

Portals, Emails & Other Channels

Adding a Google group as a secondary support email

11869

3 hours ago

AndyRussellSkilled Expert

Ticket & Workflow Management

FreshService change management - buttons and rejections from CAB

233

4 hours ago

rpgalanApprentice

Portal/Knowledge Base

Not translated

7 hours ago

HryhoriiApprentice

Chatbot and AI

Turn off unnecessary cookies for Freshchat web widget

7 hours ago

m.vd.horstApprentice

Portal/Knowledge Base

KB-items available outside workspace

8 hours ago

ErikAlmSyneritySkilled Expert

Automations

Find solution to single out value from description with indexof until new line (\r\n)

442

8 hours ago

wendelmoreiraApprentice

Ticketing & Agent Productivity

Need Help: Email Notification Issue

8 hours ago

richardkApprentice

Marketing Automations

Auto-reply to incoming Sales email

This is my use case: on our website (hosted by Cardd.co) there’s a form where visitors can leave their name, company and email address to request white papers. When they submit, an email is sent to an address that I can specify, containing the data the visitor has entered What I want to achieve in Freshsales:Create a Lead from the contents of the mail Auto-reply with a mail that contains a download link for the white paper Collect data on whether the Lead has opened the mail and downloaded the white paper. Reply with a follow-up message, that is different for whether the Lead has (not) opened the mail or (not) downloaded the white paper. Please point me to articles or video’s that describe how this is done thanks!

1257

13 hours ago

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