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Hi is there a way to make the parent ticket stand out when searching through tickets.I currently use service tasks, which are connect to the parent, but if i search a name of a client, all tickets, parents and service tasks, are found, and they are very hard to tell them apart, especially if the contact is an outside client. They look the same.Or is there some way i can write a search which only find parent tickets?Thanks
Is there a way to move collaborators to agents?
Hello community,I would to ask if there is any idea / automation on how to meet First Response SLA in Freshdesk using an automation rule?This is because we have very tight First Response SLAsThe rule could for example imitate the response of the agent by just sending out some basic information of the ticket.Happy to hear your suggestions.Thank you,Thanasis
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!
I spent 15 mins with Support today trying to create Business Hours for New Years day. Since it is in 2025 it’s not possible.Ludicrous!
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.
Hello Freshworks Community! Welcome to the Event Lobby of our upcoming series: Level Up with Freshservice Integrations. This three-part series will feature the following sessions. We’re thrilled to collaborate with @Sumithra , @Jatin Rastogi , and @Nageshwar to showcase the features and capabilities. This is our first deep dive into the topic of integrations in the community, and we couldn’t be more excited! Session 1 - 👇🏽👇🏽👇🏽 RECORDING HERE 👇🏽👇🏽👇🏽https://freshworks.wistia.com/medias/ptxhynirrd ------------------------------------------------------------------------------------------------Session 2 - Session 3 - Few pointers to note - All sessions will begin at 9:30 p.m. IST | 9:00 a.m. PDT | 6:00 p.m. CEST. Each presentation will last for 40-45 minutes, followed by a Q&A session with our product expert. The joining link for all events will be shared a few hours in advance to ensure a seamless and hassle-free experience. Please keep an eye on the comments f
I’m not sure where to turn next to trace this behavior. Orchestration server deployed, shows online. Running the powershell app configured to use the same server. Exact workflow, we are trying to automate user creation, but have a hybrid environment. Normally we use powershell to create the user and o365 mailbox simultaneously. Basic workflow just to see if we can pass the values right now:When Service request is raised If subject contains ‘Employee onboarding requests’ A quick line of powershell that should spit out a .csv on the server containing info from the onboarding serverI’m running into two problems. One, out of several attempts at test tickets to see if the automator executes, I’ve only seen it attempt to execute once. That one particular one failed due to the orchestration server being down. Every other test ticket did not create a log entry. If i use the ‘test app action’, i get no feedback. The first day i was running this, i did get some errors back regarding my powershel
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
2023 today, but emojis for Freshdesk is still out of office. R U serious?
"Hi everyone, I’m experiencing an issue with the header and footer on my website. They aren’t displaying correctly on some pages and seem misaligned or missing entirely. I’ve tried troubleshooting, but no luck so far. Has anyone else had this problem before? If you could check out my site and share any insights or solutions, I’d really appreciate the help. Thanks!"
