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ThomsonApprentice

Restrict L1 only to do First ResponseNew

Question:How can we restrict - a. new tickets assigned to L1 are not assigned to any other teams, b. other teams to add public notes in new tickets and c. other teams to send emails to customers in new tickets - before L1 do the first response. In short only L1 should be able to send the first response in any ticket. Response from Freshdesk:For this you can create a custom app with the help of your developers, and I am afraid that this will not be possible for now without a custom app. In the meantime, we also encourage you to post your "Ideas" in our community forum, which will help our product team to understand the number of other users who are looking for similar features.

55 minutes ago

Vishal NemaCommunity Manager

DougiePApprentice

Freshdesk

Customers unable to create ticket

When a customers try to open a ticket they receive this message"We are sorry. You have been restricted from accessing this helpdesk page"Can you help me please? DP

5 hours ago

RichardRTop Contributor

Freshservice

Workflow action after Alert is set to resolved

I need some brains to help me figuring out a workaround for a limitation in Freshservice (or lack of feature 😀) We’ve integrated a webhook with FS. This works all fine. When an alert is raised in the external app a call is made to FS and an alert is created. Followed by an incident ticket. Then we have a workflow configured that gets triggered once an incident is created. It extracts data from the information that is passed on by the webhook and uses that to send an email to the customer. So far so good.Now we getting to the point where I need help with. At the moment the alert gets cleared by the external app (system is back online). The app informs FS through the webhook. The Alert status in FS is set to resolved and “SYSTEM” sets the incident ticket status to resolved. When this happens I want to add a note to the ticket and send a custom mail to the customer that the alert is cleared. I created a workflow for this with a event “when status is changed to resolved” but it is not wo

5 hours ago

MartinDGSkilled Expert

Make tickets viewable in the portal that others are added to as a requester/particpantNew

HiThis is for Freshservice When users are cc’d into a ticket, make that ticket viewable in their own ticket area as if they had raised the ticket themselves. It should be made so that it is viewable in the users own portal so they can see all the information including the ticket logged details. This brings better collaboration for requestersThis feature is actually available in JIRA which i also use in my business and when you add somebody as a participant they are then added to the ticket and can see the ticket in their own participant section in the portal front end. I believe this functionality is already in place for people who are managers so they can see their employees tickets. This should be made more granular so that when just any other user is added to a ticket, that ticket is then available for viewing in the new requesters area.

7 hours ago

AazirContributor

Making the ticket summary mandatoryNew

At the moment the ticket summary is a optional field for agents to fill in. More often than not agents forget or don’t fill this in. It would be great if there is a option to make the ticket summary a mandatory field upon updating a ticket status.

7 hours ago

lubnaApprentice

Can't Find a Space?

https://aspirods.com/

9 hours ago

SanaSiddiquiSkilled Expert

Sales Strategy and Automation

Ask any sales rep you know.Question

Qualifying is one of the most challenging tasks because from there, the prospect snowballs into a customer. But to qualify, what kind of questions do you ask the prospect, to help them recognize their need? We line up some for you:1. “What is your budget?”This question assesses if it is possible for the lead purchase for you. If they don’t have the budget, you can inquire when they are likely to have.2. “What are the decision-making and sign-off processes in your organization?”This helps you understand if you are talking to the right person who calls the shots in the organization, and assess how long the buying process is likely to take.3. “How are you presently handling this challenge? What do you expect differently from us?”This gives you clarity on their expectations from you and helps you decide if your product/service will actually help them address their challenges.4. “What does your timeline look like? By when do you need this solution implemented?”Hope these help. What question

10 hours ago

KannanSimplrApprentice

Freshdesk

Remove/Restrict 'Delete' option to agent.

Do we have the option to restrict agent to delete the ticket in the tickets and Trash.

4 hours ago

DougiePApprentice

Freshdesk

Customers unable to create ticket

When a customers try to open a ticket they receive this message"We are sorry. You have been restricted from accessing this helpdesk page"Can you help me please? DP

5 hours ago

RichardRTop Contributor

Freshservice

Workflow action after Alert is set to resolved

5 hours ago

shivani.12Community Manager

Freshsales

Sales Automation

The responsibilities of a sales manager are vastly different from that of a sales rep. From increasing revenue and profitability to ensuring the team meets targets, a lot rests on their shoulders. How do they manage so many tasks simultaneously during the busiest quarter of the year? The answer lies in automation. So what are some sales automation features to keep an eye out on?

22 hours ago

cdemartiniApprentice

Freshdesk – London User Network

Customer Scoring

Company is interested in setting up customer scoring. Any points in the right direction would be appreciated!!

1 day ago

michelcApprentice

Freshdesk

PlaceHolders for Log Time field Feature request

Hi,I’m trying to have an email sent to the billing group that contains information for invoicing my customers. I was able to have an automated email containing placeholders for most of the info required, but I would need these 2 fields from the Logtime portion to be added in the email.Are you able to create a PlaceHolder for these fields? Thanks,

1 day ago

JonOTop Contributor

Freshservice

Automatically associate assets to incidents

Hello FreshService Bods! Its been asked before (But with no solution) but has anyone worked out how to automatically associate assets to incidents. We have hooked our monitoring product into FreshService and its busy logging tickets but I feel like I’m going backward if I have to ask someone to manually associate the assets ??? I’ve checked supervisor, workflows and alert rules but can;t see an easy way to crack it. We could code it up in PShell but I’m trying to avoid that, any thoughts ?

1 day ago

MaxEBApprentice

Freshservice

FreshService and Jamf School

Hello,We must deploy freshservice for our 3000 students soon.Our establishments are digital and our students work only on ipad.These are administered and managed by jamf school version.How can we deploy the application with the URL of our preconfigured instance?We have the possibility to attach an XML file in Jamf but what to put in it?Thanks for your help

1 day ago

NathManApprentice

Freshservice

New Ticket UI

We really don’t like the new ticket UI, to the point that none of my staff are using it and it would be detrimental to our working day if we are forced to use it. We can currently go back to the old UI, but it says this is only until 31st Dec 2022. Can we please not be forced to go to the new UI and just let us pick what we want to use? I can’t actually believe how bad the new UI actually is.

1 day ago

daniel.soderlundSkilled Expert

Freshdesk

Remove e-mail history for incoming reply

Hello, I found some old posts about this but no solution. Tried to google a bit for it as well but I guess I’m searching for the wrong key words. I don’t want to see the quoted text when I get a reply from a customer in my ticket. Eather remove or collapse the quoted text. Is there a built-in function for this or current app or can it be done making an app ? Comments include full comment history | Freshworks CommunityCreate an email delimiter to clean up the replies flow on ticket interface | Freshworks Community Kind regardsDaniel

1 day ago

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Restrict L1 only to do First ResponseNew

Freshservice Release Notes - Nov 2022Release Notes

Make tickets viewable in the portal that others are added to as a requester/particpantNew

Making the ticket summary mandatoryNew

Ask any sales rep you know.Question

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