The Freshworks Community | Freshworks Community

Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

Sales Simplified by Freshsales

(Tue, 30 Apr, 2:00 pm)

10,714 Topics
28,313 Replies
30,829 Members

Welcome Center

Announcement and Events

CX and Customer Support

IT and Service Management

Sales and Marketing

Community Events & News!

Join a conversation

Browse through the community's recent feed or become an expert by answering a question.

Recent Feed
Help Others

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

WillrBertramApprentice

Perpetual Inventory System

I am doing research into a project for my apprenticeship regarding stock management and through my research I believe what I am looking for is a perpetual inventory system. For context, I work within the IT Admin team and we are responsible for providing requested service catalogue items to customers, and I'd like to include our stock levels within the system so we know when our stock levels are getting low for both ourselves and our other teams such as the Service Desk (if possible).Is there a way to implement this via Freshservice, or has anyone else had an experience attempting to work this? As we already use FreshService it would be ideal to continue using this or at least an integration with the product. I have looked on the community and can’t find anything, but any information would be a massive help.TIA.

Susanne EwéoContributor

Portals, Emails & Other Channels

How to hide one values in dropdown field?

What would be the script to hide one value from the ticket Type field on the customer portal?E.g. to hide value ‘Complaint’ from the Type field.

MuhammedApprentice

problem with analytiecs.

Hi All,Could some one tell me how to get the request type and sub-type in analytics without adding servise items in the Filters.Thanks.

Kihulane26Apprentice

Messaging Channels

Bug? Icons appear as weird symbols on web

Hey, I’m having a problem with displaying icons as correct content. When I inspect the icons it appears as this in CSS file: .icon-ic_close:before { . content: "ï„‰"; } Instead of this:.icon-ic_close:before { content: ""; } I’ve read that this might be an @charset “UTF-8” issue, but from our side, the UTF-8 is set.Any ideas would be appreciated

AnushaCommunity Manager

Phased launch of the revamped Sandbox

We had scheduled the launch of the revamped Sandbox for all our users on the Enterprise plan on 30 April 2024. However, we'll now be rolling it out in phases over the next few weeks. This approach will help us ensure a seamless transition for those of you using the legacy Sandbox, and smoothly onboard you onto the revamped Sandbox.Some of you should see the revamped Sandbox already in your Freshservice accounts, while others will receive it shortly. You can continue using your existing Sandbox, and we'll let you know once the feature is enabled on your account. You can monitor this thread for updates.Thank you for your patience and understanding.-Team Freshservice

staylor96Apprentice

Task Automation - Unable to assign Tasks to the Agent assigned to the parent Ticket

Current state of issue: I have setup a Ticket Template for when we retire a device. We then setup 3 tasks that are created when the ticket is raised. We have 3-4 employees that share the work so we do not want to assign them to a specific person, however it is pointed to the Group, IT. Under the Task option for “Assign to” I have the option for “Event Performing Agent”. However, this immediately assigns the child tasks to the requestor rather than leaving as None until an action is performed on the ticket. Goal: I want these tasks to be assigned to the agent who self-assigns the parent ticket to themselves. Any advice?

Anais HellwigApprentice

Ticketing & Agent Productivity

CC recipients not taken over when replying to e-mail

When clicking on reply to an email, the contacts in cc are removed which is not helping our agents to work effectively.Also, if another email contact (B) responds in a ticket attributed to one contact (A), clicking on respond will only address the email to A and no longer to B.→ It would be helpful if this could be changed so that clicking on reply is addressing the email to the last sender and if Freshworks can build int the function "Reply to all". Freshworks communicated to us that this would need to be planned as an enhancement, but that unfortunately, there was not a substancial number of requests to prioritize this item which we found surprising as this seems to be a basic functionality.It would be great if we could therefore get support from this community to put emphasis on the prioritization of this item. Thanks a lot in advance!

Kamakshi VCommunity Manager

Announcements and Events

Calling all Experts ! We are seeking your Insights on DevOps Strategy, Challenges, and the Role of ITSMCustomer Perspectives

Hello IT leaders and DevOps enthusiasts!! Research says, 83% of IT decision-makers implemented DevOps practices in 2021 to unlock higher business value. If you’re one of them, your insights into DevOps strategies, challenges, and the role of IT Service Management (ITSM) in the modern era of agile software delivery can be highly valuable to our ongoing research. We look forward to hearing your expertise and perspectives on the following topics:The DevOps Journey: How did your organization formulate and execute its DevOps strategy? What drove you to adopt DevOps practices? How has your DevOps strategy evolved over time, and what factors influenced its evolution? Any lessons learned or best practices you would like to share? Challenges and Pain Points: What are the biggest challenges you have encountered during your DevOps journey? How did you tackle them, and what were the outcomes? Specifically, how did you handle governance and ensure compliance in the DevOps era? Feel free to

ian_kContributor

Analytics, Reports & Dashboards

Aged tickets

HiI am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.

WillrBertramApprentice

Perpetual Inventory System

I am doing research into a project for my apprenticeship regarding stock management and through my research I believe what I am looking for is a perpetual inventory system. For context, I work within the IT Admin team and we are responsible for providing requested service catalogue items to customers, and I'd like to include our stock levels within the system so we know when our stock levels are getting low for both ourselves and our other teams such as the Service Desk (if possible).Is there a way to implement this via Freshservice, or has anyone else had an experience attempting to work this? As we already use FreshService it would be ideal to continue using this or at least an integration with the product. I have looked on the community and can’t find anything, but any information would be a massive help.TIA.

Susanne EwéoContributor

Portals, Emails & Other Channels

How to hide one values in dropdown field?

What would be the script to hide one value from the ticket Type field on the customer portal?E.g. to hide value ‘Complaint’ from the Type field.

MuhammedApprentice

problem with analytiecs.

Hi All,Could some one tell me how to get the request type and sub-type in analytics without adding servise items in the Filters.Thanks.

Kihulane26Apprentice

Messaging Channels

Bug? Icons appear as weird symbols on web

Hey, I’m having a problem with displaying icons as correct content. When I inspect the icons it appears as this in CSS file: .icon-ic_close:before { . content: "ï„‰"; } Instead of this:.icon-ic_close:before { content: ""; } I’ve read that this might be an @charset “UTF-8” issue, but from our side, the UTF-8 is set.Any ideas would be appreciated

yogesh2003Apprentice

Conversation Webhook

whenever new conversation is updated a webhook trigger and give me a all detail about conversationthen how to get all variable of conversation in webhook.please help me

RHBliksemsCommunity Debut

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?

Olga SolCommunity Debut

Links are not working

Hi, When I am creating an article, I add a link to another article from solutions. When I am trying to open the created link it is not allowing me and it opens the homepage although the link is reflecting. FYR we have closed common access to solutions. i.e. articles are available for our agents only. I use a lot of links and this would be really helpful if you could give me a solution to this.

rawilkinsContributor

Ticket & Workflow Management

List of supported Liquid Filters in Freshservice

Is there a list of all the liquid filters that are supported in Freshworks products? The solution here only points to a Github repository of some of the filters that shopify has and even in this list not everything is supposed inside of Freshservice. https://support.freshservice.com/en/support/solutions/articles/50000003382-powerful-placeholders-with-liquid-filters Link mentioned in article:https://shopify.github.io/liquid/basics/introduction/I also noticed that some liquid filters don’t process correctly inside of an Expression node compared to a Action Node that adds a note. I stopped using liquid filters in Expression node after awhile due to having no way of knowing what syntax problem I am running into whether it is with the filter or Expression node itself.

Corporate LadderTop Contributor

How to hide/remove Status options based on Category selected?

Greetings! I have a Business Rule that disables the custom status “Pending Remediation Validation” unless a particular Category/Sub-category is selected (see below). The problem is, this rule only seems to apply to the options for the main panel on the right side of a ticket’s detail page, and not for the Ticket-list view Status change option or for the Ticket Reply “Send and set status as...” option. The status still shows up in these two places, regardless of the ticket category. Any ideas? Thank you.

lulrichsTop Contributor

Employee Onboarding

Offboarding and Asset Return

Is there a way to remove the option to reallocate the device to a different user? I don’t want our HR department to be able to have that option, because all devices need to be returned to IT for reimaging and redistributing.

Meet the Community Heroes

Introducing the Community Subject Matter Experts, your partners in unlocking the full potential of Freshworks products.

Check out this video to learn more.

Connect with them

Upcoming

Events

Community

Champions

Check back later to see this week’s champions.

SHOW FULL LEADERBOARD

Check back later to see this week’s champions.

SHOW FULL LEADERBOARD

Still looking for help?

Developers' Corner

Are you a developer? Looking for a space to discuss platforms and APIs?

Academy

Learn and get certified as product experts through our Academy!

Support

Go through our Support channels to get technical & engineering help!

Powered by Gainsight

Terms of Use Cookie settings

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK