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Mastering the Multi-Channel Feedback Loop: The New CSAT

(Tue, Feb 17, 3:30 PM)

13,254 Posts
36,170 Replies
48,583 Our Members

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🎉 Announcing our Community Top Contributors: The Super users shaping the Freshworks Community!

🎉 Hello Freshworks Community! 🎉 Today is one of those moments that truly reminds us why communities matter — and why ours is something special.I’m bey

Forum|Forum|2 months ago

8977

TOP CONTRIBUTOR TIPS

How to migrate without disrupting your support team or customers?

Hi Freshworks Community,From my experience, teams avoid disruption when they treat migration as a structured process, not a single technical event. H

Forum|Forum|1 month ago

322

TOP CONTRIBUTOR TIPS

From Features to Fluency: Keeping Agents Up to Speed

Hello Folks !One of the harder parts of onboarding new staff to a platform like Freshservice is the wealth of features available to them. Even after t

Forum|Forum|7 days ago

190

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M

Melissa SApprentice

How do I....?

Exporting Solutions Articles

We have created and published several solutions articles in our environment. We followed the instructions to export the XML for the Solutions folder, and when we get it, it’s empty. How can we export our solutions articles into a format that we can s

IanWApprentice

How to customise the service desk portal to raise tickets directly for a workspace?

If I have a freshservice setup with three workspaces: ITHRFacilities Currently the service desk has the standard “Raise an issue” card, and if the requester selects it, they go to the ticket form, where they have to select the workspace in a dropdown

903

H

1 day ago

PatrickMurphySkilled Expert

How do I....?

Update Azure AD Business Phone

I’m racking my brain on this one but trying to create a simple service catalog item and workflow to allow users to update their Business Number in Azure AD. The Azure Orch - Update User only has Mobile Number not Business Number field.Am I missing s

DFrancoApprentice

Moving to a new FreshDesk Instance

I set up an Enterprise Freshdesk instance independently for my team outside of IT since they were not ready to commit and now, they want to discontinue mine, set up a new Enterprise instance, expand it to other teams and basically take ownership. I s

01

1 day ago

D

Dan UdellSkilled Expert

How do I....?

Date and time field

Is there a way to allow a date and time field to select a time down to the minute. At the moment it only allows specific 15 minute intervals

Optimus_primeContributor

Getting Started

Error in dashboard widget

Hi! So, one of our agents is facing an issue where the number of pending approvals is displayed as 5, but when he opens the widget, only 4 tickets are there. Tried filtering by “ticket approvals”, “change approvals” and “all approvals”, still the sam

92

O

1 day ago

rashmi.nagSkilled Expert

How do I....?

Freshservice Announcement | Dropping support for Internet ExplorerAnnouncement

Dear Users,Beginning October, 2021, Freshservice will be dropping all support for Internet Explorer browser and would recommend you to move to a more modern, user friendly browser.Why are we dropping support?Internet Explorer 11 was released over 7

2182

1 day ago

P

Paul123321Active Contributor

How do I....?

How do I combine different software versions into one software application?

Currently our software list is a mess. Different versions of the same software are visible as different software. For example; This is also the case for bigger applications;How do I keep my software list organized?

Lina2003Apprentice

How to Improve App Performance for Better Gaming Experience?

Hi everyone,I’m looking for tips or best practices to make apps run smoother, especially for gaming and high-performance usage. Sometimes heavy games lag or drain battery too quickly, and I’m curious if there are settings, tools, or methods that can

jp1991Apprentice

Using Liquid filters in condition nodes

Hi, I am fairly new to using automations and conditional nodes in freshservice. What I am attempting to do is check if any of a multi drop down form entry contains a word. For example “test”. How do I do contains or how do extract each entry in the m

Melissa SApprentice

Exporting Solutions Articles

We have created and published several solutions articles in our environment. We followed the instructions to export the XML for the Solutions folder, and when we get it, it’s empty. How can we export our solutions articles into a format that we can s

11

N

16 hours ago

PatrickMurphySkilled Expert

How do I....?

Update Azure AD Business Phone

I’m racking my brain on this one but trying to create a simple service catalog item and workflow to allow users to update their Business Number in Azure AD. The Azure Orch - Update User only has Mobile Number not Business Number field.Am I missing s

DFrancoApprentice

Moving to a new FreshDesk Instance

I set up an Enterprise Freshdesk instance independently for my team outside of IT since they were not ready to commit and now, they want to discontinue mine, set up a new Enterprise instance, expand it to other teams and basically take ownership. I s

01

1 day ago

D

Dan UdellSkilled Expert

How do I....?

Date and time field

Is there a way to allow a date and time field to select a time down to the minute. At the moment it only allows specific 15 minute intervals

Paul123321Active Contributor

How do I....?

How do I combine different software versions into one software application?

Currently our software list is a mess. Different versions of the same software are visible as different software. For example; This is also the case for bigger applications;How do I keep my software list organized?

Lina2003Apprentice

How to Improve App Performance for Better Gaming Experience?

Hi everyone,I’m looking for tips or best practices to make apps run smoother, especially for gaming and high-performance usage. Sometimes heavy games lag or drain battery too quickly, and I’m curious if there are settings, tools, or methods that can

924

2 days ago

R

Reese.GApprentice

Portals, Emails & Other Channels

Locking down portals by domain (not account-wide) - any workarounds?

Hi all - We’re in the process of rolling out multiple Freshdesk portals for different customer groups (like Client Support v Internal Support v Partner Support, etc), and we’re running into limitations with portal access control being applied to broa

Dave KershawApprentice

Ticketing & Agent Productivity

Self Service Portal Templates

Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different department

jp1991Apprentice

Pass onboarding information to form

Is there a way to pass the onboarding information filled out to a custom form later on? I am attempting to use the onboarding flow and get user A to fill out the initial information such as name, dob, department etc. The next step has User B fill ou

paulg44Apprentice

Re-order solution article order not working

I am trying to re-order my solution articles manually but currently this doesn’t seem to be working.I can select to order them as “created by” or “A-Z’ etc. But when I select Manually it reverts back to default ordering and I can move the articles bu

29811

M

6 days ago

Using Freshservice

Getting Started

212 topics

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1777 topics

Using Freshdesk

CX and Customer Support

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65 topics

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17 topics

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78 topics

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361 topics

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293 topics

Portals, Emails & Other Channels

379 topics

M

MDaviesSkilled Expert

Export and Import Workflows Within The Workflow AutomatorNew Idea

In Freshservice it would be pretty great if we could Export and Import Workflows. This could prove particularly beneficial for the Freshworks support teams when providing customers templated examples of Workflows. This could also allow the Communit

24

Error-RuntimeContributor

Onboarding module Feature requestNew Idea

Hello,After reviewing the onboarding module further, I’ve identified a few opportunities to improve efficiency and user experience. One potential enhancement would be to introduce pre‑filled dropdown fields such as Location and Department and enable

1

Jannis M.Apprentice

Allow Saved Views as Dashboard Card Filters for TasksNew Idea

Description:When creating dashboard cards for Tickets and Problems, you can select an existing saved view as a filter. This is a powerful feature, as it enables you to use complex, pre-configured filter combinations without rebuilding them from scrat

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J

13 hours ago

JaySpeerContributor

Freshservice Change Calendar ViewsNew Idea

Currently, there is no way to save Calendar Views in the change module. During CAB Meetings, a common practice is for the individuals running the CAB meeting to show the change calendar and they have to filter as they go. It would be a great idea for

3

10

1 day ago

Rich DowneyApprentice

A few ideas for the service catalog.New Idea

The description field at the top of the page - Have this opened by default. With the fact you cannot add images to a content field, I have some information with images and then have to note in the content field to look in the description area. Be a

2

05

1 day ago

C

CaraSkilled Expert

Export and Import - FieldsNew Idea

If you need certain fields to import, then those fields should be automatically selected when you export. That way if you export in order to edit details and import again, you have all those field information and do not need to export again.

1

CaraSkilled Expert

Agent Groups - Sub-groupsNew Idea

In some instances, teams have one group and then they assign the tickets to sub-groups that only their team are able to use. Instead of farming tickets out to individual people, there should be the option to great sub-groups - that only that team can

4

CaraSkilled Expert

Customise Support Portal - CollaborationNew Idea

Currently, when someone adds any coding into the Customise Support Portal - this code is only visible to that person and there is no way to update their code or remove it or collaborate. Having the ability to have your own coding and testing window b

1

CaraSkilled Expert

All Users (Requester & Agents) - Deactivated Users in Search should show in a deactivated stateNew Idea

When a Requester or Agent is deactivated and you search for them, they should not show up in a Requester or Agent Search but instead in a different search category called deactivated or show in a deactivated state in the quick search. Otherwise, it g

1

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2 days ago

Smart Play APKApprentice

Multi-Channel CSAT Feedback for Content Platforms & PodcastsNew Idea

Content platforms and tech podcasts receive feedback frommultiple channels such as websites, apps, and communities.A unified CSAT feedback loop inside Freshdesk would helpcreators and support teams analyze user satisfactionmore effectively.We tested

1

00

2 days ago

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