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‘Tis the Season for Dark Mode - Activate the all-new Freshservice experience on your web and mobile app!!

From Dawn to Dark with Freshservice! Hello Freshservice Community!  Guess what? We've got some seriously cool news to brighten up your day – or should we say, darken it a bit? Drumroll, please! 🥁 The product idea with the most votes has officially stepped into the limelight! Can't resist a good play on words, can we? To all of you that said, It’s time to embrace the dark side and unleash your inner night owls! Public Beta for Dark Mode is now LIVE! Hold on to your keyboards because we're over the moon to spill the beans on our latest and greatest update! We're officially launching Dark Mode support for both the web agent portal and our mobile apps. It's not just an update; it's a leap into the sleek, eye-friendly, and downright cool!  A Sneak Peek into the ShadowsDuring this beta release, you can toggle between the classic light theme and the all-new Dark Mode. To get started, just head to your profile menu on the web or the settings menu on the mobile app and make the switch. Dar

171932

24 minutes ago

AndyRussellTop Contributor

Portal/Knowledge Base

Support Portal security, preventing spam and impersonation

Hi, we already use whitelisting to prevent any email address logging tickets via the portal but how do others prevent impersonation either for malicious purposes (password resets) or from outsiders for the purposes of spamming the ticket queue? Any other thoughts on the area around securing the portal? Our primary concern is impersonation but also spam volumes.I’ve even seen a forum article in this community about solution articles feedback being used as a spam route in

1 hour ago

anupama.phalCommunity Manager

Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

Note: All the features/enhancements below will be available on Starter and Growth plans on Apr 16th, 2024 & on Pro and Enterprise plans on Apr 29th, 2024.Product version: 2024.R04L.01New Features and Enhancements Ticket List View Enhancements Enhanced Reply Suggester Granular permission controls for service item fields and approvals Improved collaboration with ticket sharing Availability of conversation import for Slack Resolution note enhancements Introducing the Revamped Sandbox Requester Audit Log Enhancements Explore a Modern View for Changes Save custom views for alerts Closure rules for major incident ticket type Kubernetes Cloud Discovery Discovery Probe 5.3.0 Jamf Marketplace App with OAuth Authentication Take Action on AWS Cloud Assets Enhancements to users table in Software details page APIs for Employee Offboarding Enhancements in parent-child ticket relationships Business rules enhancement Workflow Automator Enhancements Important updates Remin

871118

3 hours ago

JENNYMUNApprentice

Knowledge Base

Can't view entire page 100% horizontally when adding / editing articles!

When I am adding an article and trying to lay it out/edit, I can only see about 70% of my page horizontally. About 30% of the right side is hidden. This makes editing EXTREMELY difficult! To see what’s off the page, I have to scroll to the page bottom, then use the horizontal scroller to move over to that side, then scroll back up and search for the text I was editing. And then, the left side of the page is hidden. It’s madness! I’m told by customer service that there is no existing workaround, and they recommended that I add a topic here to try to gain traction, then they will consider fixing it. This is not an issue in the build to create a canned response...so I am mystified as to why the article add / build can’t also show the full page you are working on. Help!!!

6 hours ago

SmartPApprentice

Ticket & Workflow Management

Asset Location from Used By Location

I appreciate that a lot of assets have a fixed location; however as a company primarily using laptops, we’d like a way to auto assign the location of the laptop based on the Used By users location. We can easily identify the what is a laptop as far as workflow is concerned but cant come up with the webhook that would read the users location_id and put it in the asset’s location_id. Any ideas appreciated. Many thanks in advance

8 hours ago

Kamakshi VCommunity Manager

Announcements and Events

acn084Contributor

Portals, Emails & Other Channels

display ticket field to certain companies

with the help of this thread I figured out how to hide an entire ticket field from all customer companies except customer 1. How do I go about only showing the ticket field for a few customers? like company 1 and company 6 Also this hides the drop down but does not hide the field label. Does anyone know how to remove the label as well? <script type="text/javascript">{% if portal.user.company_name <> "company 1")) %} document.addEventListener("DOMContentLoaded", function() { jQuery('#helpdesk_ticket_custom_field_cf_affected_geo_3014498').remove(); }); {% endif %}</script>

15 hours ago

tlichtenApprentice

Ticketing & Agent Productivity

How to stop email replies

Good morning,The Technical Support desk can become overwhelmed and unnecessary time is being spent trying to locate and merge cases that end-users “Reply” to, thus creating a new case.How can I stop/prevent a new case from being created by a user who replies to the out-going response of an open ticket?Thank you, - Tom

15 hours ago

JENNYMUNApprentice

Knowledge Base

Can't view entire page 100% horizontally when adding / editing articles!

6 hours ago

SmartPApprentice

Ticket & Workflow Management

Asset Location from Used By Location

8 hours ago

acn084Contributor

Portals, Emails & Other Channels

display ticket field to certain companies

15 hours ago

tlichtenApprentice

Ticketing & Agent Productivity

How to stop email replies

15 hours ago

nsaltzmanApprentice

Ticketing & Agent Productivity

Not getting reply emails

Whenever someone replies to our help ticket is reverts to support@dusd.freshdesk.com not our ticket email in our email domain.

15 hours ago

tsanderApprentice

Ticketing & Agent Productivity

Agent Cannot Associate Ticket to Project

Hi All, I have a user that cannot associate a ticket with any existing project, it doesn’t even give a list of projects. I have checked her permissions and gave her all of the access (account admin, IT supervisor etc)

16 hours ago

RHBliksems

How do I....?

Images broken

Hi!Every email with images that are forwarded from our outlook support account get broken / are not showing. Like this: How can we fix this?

16 hours ago

MacMurdoContributor

Analytics, Reports & Dashboards

Custom Report \ View

Hi AllIs it possible to create a custom report or view that will show all tickets that have been assigned to an agent but also who has closed\resolved them even though the ticket remains assigned to the original agent.Thanks

16 hours ago

ifoundyouApprentice

News and Innovations

Create a Ticket

Is it possible to disable having somone upload an attachment to a ticket.

17 hours ago

oserpasApprentice

How do I....?

Pull AD Security Groups into Freshservice

So looking to see if this is even functionally possible with FreshService. We have some custom AzureAD Security Groups that we use for managing users in various departments or teams in our Org. The membership is dynamically managed from AzureAD. Is it possible to add these security groups into FreshService to then use them as assignment groups? For example we want to be able to assign certain Knowledge Base Articles to specific teams, but we want those teams to be created and managed from AzureAD. This is different than the idea of freshservice adding users to a security group for access to a networkshare ..etc.. We already have the users syncing into FreshService, just trying to see about adding groups, if its possible. I understand the AzureAD Orchestrator can help read and add groups to assign users access as part of a workflow for a ticket, but this is just a bit different. I cant seem to find anything online about it, only about the users.

20 hours ago

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‘Tis the Season for Dark Mode - Activate the all-new Freshservice experience on your web and mobile app!!

Support Portal security, preventing spam and impersonation

Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

Can't view entire page 100% horizontally when adding / editing articles!

Asset Location from Used By Location

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display ticket field to certain companies

How to stop email replies

Can't view entire page 100% horizontally when adding / editing articles!

Asset Location from Used By Location

display ticket field to certain companies

How to stop email replies

Not getting reply emails

Agent Cannot Associate Ticket to Project

Images broken

Custom Report \ View

Create a Ticket

Pull AD Security Groups into Freshservice

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