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Getting started with Freshdesk Customer Portal

(Tue, Dec 2, 3:30 PM)

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Kamakshi VCommunity Manager

Announcements and Events

Happyyy Thanksgiving, Freshworks Community !!!

Today I’m feeling extra grateful for this incredible community — your kindness, your support, your trust, and the genuine way you show up for each other every single day. 🧡 You all make this space feel like a big, bright, supportive Community.But be

kpattersonTop Contributor ⭐

Scenario automations for AssetsNew Idea

When working with assets, there are frequent field changes we make when adding, deploying and recovering computers. Although we have work instructions and checklists for agents to follow, steps frequently get missed resulting in a need for periodic

1

Freshservice Solution Booth | Watch Recording

Freshservice Solution Booth | Watch RecordingRecording

🚩SESSION DETAILS: 📹 WATCH RECORDING:Welcome, welcome!Presenting to you, the Freshservice Solution Booth - An expert-led walkthrough to improve employee satisfaction through Freshservice!We have our very own Kenneth Hayward @ken.hayward, Solution Arch

CaraContributor

Status Page - Subscribe to MI / I am affectedNew Idea

You should be able to subscribe to just that Major Incident on the Status Page and not the Service itself. You should be able to then advise whether you would like updates any time the Major Incident is updated or just be advised when it has been res

4

FemApprentice

How do I make it so the knowledge base is only for agents. We don't want it for customers.

rquachApprentice

Dashboard - "My Group Task" ScorecardIn progress : Included in Product Roadmap

I think it would be a great feature to add a “My Group Task” scorecard to the dashboard. Currently we are only able to see “My Task” scorecard. This could help teams by seeing unassigned tasks in their group. I know emails can be sent out to notify t

43

mark_12348Apprentice

Creating printable "job" sheetsClosed for Voting

Hi AllA lot of our work involves sending engineers out to site to complete support requests. We would like to be able to automatically create and print off a job/time sheet with a description of the issue and with blank fields (start/finish time, des

0

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

System SupportApprentice

Ability to bulk update agent ticket load balance ticket assignment via csvNew Idea

Current released agent load balance ticket assignment only allows modification on individual agent profile or by individual page in the manage load section. This limit the admin during updating of the mixed agent load and causing major manual effort

1

CaraContributor

Software - Merge / CombineNew Idea

You should be able to merge software. If a manually created software was created and then a Discovery Probe or Integration App was installed to pull the software that it enables you to either merge the records or asks if they are duplicates and give

1

FemApprentice

How do I make it so the knowledge base is only for agents. We don't want it for customers.

rajsrkApprentice

Out of Office Workflow - Question

There is an automatic workflow configured to close all incoming mails with an Out of Office message. Based on certain key words either in Subject or Body, the ticket gets closed. What will be the scenario if a user sends an email to IT support email,

rjmouryaApprentice

Ticketing & Agent Productivity

My customer using thier different ticketing system and they reply my by adding their ticketing system number

Hello All,I created one ticket in Fresh desk by using template and then i reply to my customer from the ticket which i have created in freshdesk.Now my customer using their ticketing system and he replied to me by adding their ticketing number in sub

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

joshvengleySkilled Expert

Has anyone used the Tenable Connector App?

Curious if anyone has utilized the Tenable Connector App within Freshservice. We are working with the app in our Sandbox and attempting to configure the Recipe’s, but are running into exceeding the 500 tasks allotted. For testing, we are wanting to

DJLSkilled Expert

status page visible in self service portal

Are there any widgets or steps on how i can make the status page visible when staff access the self service portal? Ideally i would like to see fif this can be linked to the service catalog

Disappointed in Archive Custom Fields - Looking for Suggestions

Freshservice has released the ability to archive custom fields in a service item. I was hoping this would improve the agent experience when updating existing service items but was left disappointed. I am reaching out to the community to see if anyone

bruno.chavesApprentice

API and Webhooks

API Access to Thread Conversations in Ticket Notes - Missing Thread Data

Hello Freshdesk Support Team, We are experiencing a limitation with the Freshdesk API v2 that is impacting our integration and reporting capabilities. Issue Summary: We cannot access thread conversations (Private Threads, Forward Threads, Discussion

FemApprentice

Getting Started

Why do we get tickets on the support page and on freshdesk

When I did a test e-mail, I got a ticket on the support page and not in the general freshdesk. Why is that and how do we only get tickets from customers in the general freshdesk?

LukeCTop Contributor ⭐

Getting Started

Agents in Contact/Requester Groups? Changed?

Hi All - I now find that we can no longer add agents to contact groups? I know this is likely by design, however has something changed as from recenet memory (evidenced by the fact that we have agents within current contact groups) we have definitely

Resonate with these ideas? Share your vote!

Resolution Note TemplateNew Idea

So right now, Freshservice requires agents to enter resolution notes, but there isn’t a built-in structure to guide what a “good” note should contain.

Forum|Forum|5 days ago

Custom Objects - Re-OrderNew Idea

Ability to Re-Order the Custom Objects. We have an Agent Groups Custom Object (as there is no Agent Group Data Source so this was our workaround). How

Forum|Forum|6 days ago

Software / Hardware - Inventory Only / BundleNew Idea

You should be able to add the software to the Portal not as a Service Item to then bundle but be able to add it as a Data Source to a form. That way y

Forum|Forum|5 days ago

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