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heluApprentice

Freshservice

Ticket list - Incident State?

Hi all,I’ve tried, but I can’t seem to find a solution. Is it possible to do change have the incident state behaves?Eg.:I have an incident, that first was put into “Pending Requester” State is “-” The Requester responded, and the state is changed to “Requester Responded”. That respond have I forwarded to an intern mail in our Finance department, but could also be to an external or any other e-mail. Then I set the status to “Pending Internal” The State is still “Requester Responded” and that’s the reason why I’m writing here:Can I somehow put that into state “-” like the ones where status is “Pending Requester”? Hope someone can help with this :)/Henrik

18 minutes ago

JTAVOLAROApprentice

Freshservice

KoenApprentice

Freshdesk

Pending status translation to dutch is incorrect

Hi, I just copy a request from another person because it is exactly the same issue that I am facing and this really needs to be changed because this wrong translation is confusing for our agents We frequently experience issues with our agents that assign the wrong status to a ticket.In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket".These are 2 completely different statusses.Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply".So is it possible to change the translation of Pending in Dutch towards “In afwachting”?Kr,Koen

12 hours ago

StueyCApprentice

Freshdesk

Group Support Email Addresses - Anyone Else With This Problem ?

Hey Everyone… We are trying to overcome a problem that we have routing tickets to multiple groups in Freshdesk, but using only a single support email address. In other words we would like to have two separate support functions but only one email for them. It seems FD can only achieve this by adding separate support emails for each group. Has anyone else had this problem and created a solution ?

12 hours ago

maxlehot1234Skilled Expert

Freshservice

SLA policy for VIP users

Hi,How I can setup an SLA policy for VIP users?Right now we have a SLA policy for every user but I can’t create another policy for VIP users.Thank you so much if you know how ;)

13 hours ago

annie_21181Apprentice

Freshsales

Lead vs contact - what would you do?

Hello everyone,I have a new lead in Freshsales. The superior of this lead might join him to book the same deal. How would you manage that? Should I add the superior as a new lead? If so, how can I join those 2 leads to the same deal?Thanks in advance for your help!Annie

13 hours ago

burgervrContributor

Freshdesk

Automated ticket close after no movement for more than 30 days

HiHow do I set up a automated time trigger rule to close ticket that had no movement on them for >60 days.It seems any ticket that had no movement on them for longer than 30 days is not being considered for and of the timed automation rules.Note: I am aware of a app like bulk update light. I am looking for a fully automated solution that I can set up and leave to run.Thanks

14 hours ago

mannsFeatured Influencer

Utah User Network

Moving from reactive to proactive ITAM

Any IT asset management (ITAM) activity is likely valuable, but have you considered the opportunity of move from the reactive ITAM activities (counting the number of things, understanding their cost, and reconciling for software compliance purposes) to more proactive ITAM capabilities?The most obvious opportunity is software license optimization, which brings in usage data to understand whether the cost of the software is justified in business value terms. With licenses reharvested if the software is underused. The same can be done for hardware and service subscriptions too.Please respond with where you are and where you would like to be with ITAM. Thanks :)

15 hours ago

heluApprentice

Freshservice

Ticket list - Incident State?

18 minutes ago

JTAVOLAROApprentice

Freshservice

Expression Builder in Workflow

1 hour ago

Treblatec PresalesApprentice

Freshdesk

Route Whatsapp tickets to different groups based on numbers

7 hours ago

KoenApprentice

Freshdesk

Pending status translation to dutch is incorrect

12 hours ago

StueyCApprentice

Freshdesk

Group Support Email Addresses - Anyone Else With This Problem ?

12 hours ago

maxlehot1234Skilled Expert

Freshservice

SLA policy for VIP users

Hi,How I can setup an SLA policy for VIP users?Right now we have a SLA policy for every user but I can’t create another policy for VIP users.Thank you so much if you know how ;)

13 hours ago

burgervrContributor

Freshdesk

Automated ticket close after no movement for more than 30 days

14 hours ago

KarlosApprentice

Freshdesk

CSS in FreshDesk has serious limitations

Ok, so when styling up a portal in FreshDesk the CSS page under customization appears to be VERY limited.Single and double quotes are escaped into HTML safe variants @ symbols are simply not allowedGiven that these issues mean that ::after/::before pseudo classes can not have content added, and that media queries are also impossible, what gives? I understand that you do this to prevent DB injection by removing suspect characters, but it REALLY hamstrings the product.So, we’re forced now to have an external stylesheet to achieve what should be a simple matter.The product forces companies to do work around after work around after work around when it comes to both branding and forms.You guys really need to sort this out.Unless, of course, I’m missing something obvious?

18 hours ago

Sukanya XSApprentice

Freshteam

Onboading

How can I move the candidate in the next stage based on his/her score ?

20 hours ago

mannsFeatured Influencer

Can't Find a Space?

Assessing blog "quality"

Blog “quality” is subjective but before you publish a blog, it’s worth considering doing the following:Read it through and check spelling – a badly written blog is a hard-to-read blog. It can also distract the reader from your message if they are mentally “red-penning” your blog. Ensure that you make a point – and that it’s the point you intended to make. Unfortunately a blog that wastes the reader’s time can prevent them returning to your blogs. Try to make the blog easy to read – add graphics if appropriate, break it up through the use of section titles, and consider bullet points when listing things. Avoid the use of jargon – yes, I’m personally bad at this but I do try to link to definitions. Link to the people and resources that you mention – if you big-up someone or their work then link to them on the Community or social media.

21 hours ago

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