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  • 25 Topics
  • 44 Replies

25 Topics

Palafauche
Apprentice
PalafaucheApprentice
asked in Can't Find a Space?

Ticket update if a person in CC reply

Hi,Sometime I received ticket that have some person in CC. I answer and wait for an answer from the person in CC. But when they reply I don,t have any notification on the ticket vs if this is the requester that is replying.How can i setup that?Thanks!

2
Palafauche
Apprentice
11 days ago
P
Apprentice
Patric BApprentice
asked in Can't Find a Space?

Whatsapp - Automatic reply

Hi Freshdesk,We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable? ThanksPatric

5
T
Community Debut
15 days ago
N
Apprentice
NeerajkApprentice
asked in Can't Find a Space?

Fresh service || customer portal customization || List of tickets in Table

Hello All,  is there anyway to list all the tickets in tabular form and with an option to show ETA and custom field data. thanks in advance Neeraj 

1
E
Community Debut
22 days ago
M
Apprentice
MatminApprentice
asked in Can't Find a Space?

Kanban boards for requesters?

It is possible to grant permission to an end user or “requester” (Non agent) the ability to see a Kanban board for a specific group? We have a user that is heavily involved with a specific group and needs to see all tickets assigned to an agent group. He would like to have them displayed in the Kanban format as well. Do to contractual and security reasons I cannot make him an agent or observer as that would enable them to see private notes. Any ideas?

2
M
Apprentice
26 days ago
L
Apprentice
lisa.priceApprentice
asked in Can't Find a Space?

Create Widgets for Ticket State

Does anybody know how to setup dashboard widgets to show:-Responses due todayNew Requester Responses that have been added to tickets.The agent currently gets an email when a response has been added to a ticket, but I’d like to add a dashboard widget rather then rely on emails.I can see a column called state when we look at a ticket list, but I don’t seem to be able to filter on state.Thanks

1
S
Community Debut
27 days ago
beuzathor
Apprentice
beuzathorApprentice
asked in Can't Find a Space?

How agent can create/Remove folder for ticker

Hi,I begin with freshwork and my agents are used to archiving certain important tickets in folders. They can thus create and delete folders as on mailboxes. How can we do that with freshwork?Thanks

1
S
Community Debut
1 month ago
paddyb79
Apprentice
paddyb79Apprentice
asked in Can't Find a Space?

BulkUpdate Requestor in FreshService Ticket

Hi Communityi need to update approx 2000 Tickets what are “in one” of my Agents accounts to a “neutral” accounthow can i do a bulk update for this? found also no solution with scenarios, workflow ad so on.

1
D
Community Debut
1 month ago
Moskau
Apprentice
MoskauApprentice
asked in Can't Find a Space?

CPQ documents additional elements/ xml/ html

I’m looking for a method to insert html or xml into the CPQ document builder.We currently have a single placeholder that has random information that changes for every document, to separate out this information into individual fields would be messy and not really sustainable.Is it possible to add a HTML element to the template builder to allow for this? is there a work around? 

0
Moskau
Apprentice
1 month ago
sgutierrez
Top Contributor
sgutierrezTop Contributor
asked in Can't Find a Space?

Custom app - Delete contact based on specific tag

Dear community,I am creating a custom app which deletes contacts based on tags. The tag is added to the contact on the moment of the creation or afterwards manually. Is there an API request to GET only the contacts with a specific tag?Thanks

3
S
Community Debut
3 months ago
JaneCrafting
Apprentice
JaneCraftingApprentice
asked in Can't Find a Space?

I would like to a report spanning over a 1 year time period

I’m really struggling to do this - can anyone help?  I can see how to export data by filters, but I can select a years worth of tickets to export. I’m looking to export 2020 and 2021 and 2021 ticket information by “TYPE” and I’m stuck.  Thank you if anyone can help me. I am on the free plan. 

2
A
4 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Can't Find a Space?

Happy Halloween

I was wondering which classic “monster” would be good at providing great customer or employee experiences. For example, the Invisible Man would be good with transparency.Just a bit of fun for Halloween :)

0
Jamies
Community Debut
4 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Can't Find a Space?

Hopefully preventing Community spam

Hi allThe Community team does a great job in trying to keep down the level of spam posts and spam responses here (as does the technology itself).Some spam inevitably slips though, usually when the answer seems credible but there’s an advertising link inserted like this.If you see spam like this, the “…” icon/button can be used to flag it for removal. Thanks :)

3
manns
Skilled Expert
5 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Can't Find a Space?

Corporate sustainability and IT

AXELOS has run a survey I created on sustainability and IT. I’ve still to analyze it in correlation terms but here are a few interesting snippets:1166 people completed the survey 87% of organizations have included sustainability across at least one of strategies, priorities, and metrics However 91% of the respondents think that their organizations could do moreThe top 3 sustainability challenges were:Competing priorities for resources    51% Missing knowledge and skills    39% Insufficient education and training    38%  

0
manns
Skilled Expert
5 months ago
B
Apprentice
BrianWelchApprentice
asked in Can't Find a Space?

Refresh 2022

Anyone know where I can find information on Refresh 2022 - like costs, location, etc?

5
annapoorna.venketaraman
7 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Can't Find a Space?

Attending Refresh 2022 in Las Vegas

I’d love to attend this Freshworks customer event in November and hopefully I can make it work from here in the UK. If you are thinking of attending (I’ve not seen a registration page or agenda yet), what would you hope to get from the event? Please let me know as a response :)

7
annapoorna.venketaraman
7 months ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Can't Find a Space?

Assessing blog "quality"

Blog “quality” is subjective but before you publish a blog, it’s worth considering doing the following:Read it through and check spelling – a badly written blog is a hard-to-read blog. It can also distract the reader from your message if they are mentally “red-penning” your blog. Ensure that you make a point – and that it’s the point you intended to make. Unfortunately a blog that wastes the reader’s time can prevent them returning to your blogs. Try to make the blog easy to read – add graphics if appropriate, break it up through the use of section titles, and consider bullet points when listing things.  Avoid the use of jargon – yes, I’m personally bad at this but I do try to link to definitions.  Link to the people and resources that you mention – if you big-up someone or their work then link to them on the Community or social media.  

1
manns
Skilled Expert
7 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Can't Find a Space?

Writing a blog

Here are 5 tips for writing a blog: You don’t have to write a blog all in one go. It’s also often good to put a blog down and return to it for a number of reasons: to add in extra content that you have since thought of; to remove content that is superfluous or potentially open to misinterpretation; and you can better assess whether you have made your point. You don’t need a brilliant blog title when you start writing it – my blog titles are often things like “EX Blog” and the title comes once the blog is part-written or complete. Sometimes the blog title changes as the blog is being written, usually as the content changes the blog context. You don’t need to start at the start and end at the end – just write as ideas come into your head, so you might write the last paragraph first. Dropping a number of key points down, reordering them, and then joining them together is an easy way to write a blog. You could say it is blogging-by-numbers but it works for me.  You can have multiple blogs

1
manns
Skilled Expert
7 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Can't Find a Space?

Getting started with blogging

If you want to blog in the Refresh Community, then here are some tips I wrote a decade ago that still apply:Writing a blog might seem too steep a challenge for some. It’s not. Just give it a go after considering the following points:Understand that your knowledge is valuable – many people don’t blog because they think they have nothing of interest to say. Just focus on what you know and you will be surprised at how helpful it will be to others. If you are worried about your blog, and need a “safety net,” then send it to a friend or colleague to review before posting it (or to me if you like). The more you blog the easier it will become. Your blog doesn’t have to be “War and Peace” – blogs are ideally 500-600 words long (or so I’m told). If they are longer or shorter, so what if the content is worth reading? The main thing is to think of the reader, their attention span, and the value-add relative to the word count. For instance, this blog will well-exceed 1000 words so I decided to spl

1
manns
Skilled Expert
7 months ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Can't Find a Space?

Things that might up your blog readership

To potentially up your blog’s readership:Think hard about the blog’s title – this is not only to attract the attention of the reader but also to improve your blog’s search engine ranking (as will adding tags). Many of my better blogs have died due to their titling rather than their content and conversely average blogs have done well due to a great title. Sometimes a clever blog title will prevent you getting reads. Exploit what works with blog titling – yes it’s naughty I know but some blog titles attract more reads than others. Examples are “10 Top Tips For …” or titles that are somewhat provocative. But also remember that a misleading title, where the blog doesn’t deliver on its promise, will also alienate readers from reader your future posts. Socialize the blog – blog reads might be heavily dependent on the links to it (as well as search engine rankings). So push your blog out via your social channels (Twitter, LinkedIn, Facebook, etc.). A second posting to Twitter can help too as

0
manns
Skilled Expert
7 months ago
G
Apprentice
GarethCApprentice
asked in Can't Find a Space?

On-call Webinar Recording

Hi, Will the recording for the recent On-call webinar be made available? If so how do I go about accessing it?Thanks

4
zachary.king
Skilled Expert
8 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Can't Find a Space?

Freshworks Champions of Delight?

I’ve just stumbled across the Freshworks “Champions of Delight - 2021” while searching for information on the Refresh 2022 event.Last year’s winners are listed here: https://www.freshworks.com/championsofdelight/But it got me thinking on what new awards would be needed as we end 2022. Any thoughts?  

0
manns
Skilled Expert
8 months ago
JUTrust
Apprentice
JUTrustApprentice
asked in Can't Find a Space?

Add attachments via Power Automate HTTP

I am looking to update a ticket with a Power Automate Flow. Specifically, I want to add attachments from a SharePoint list item. I’ve heard from multiple people that it is best to use a HTTP call over the built-in connector. The request is form-data type. I’ve tried adding attachments into an array as it asks, but it’s just not working. It says my format is wrong or if not that, my array is an object instead of an array. Does anyone know how I can do this?

0
JUTrust
Apprentice
8 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Can't Find a Space?

Happy 4th of July

Happy 4th of July to all the Community’s American members wherever you are in the world.(I always get US-holiday envy because they reflect something important unlike most of the UK ones we get.)

0
manns
Skilled Expert
8 months ago
manns
Skilled Expert
mannsFeatured Influencer
posted in Can't Find a Space?

Global Jam in the UK

All the Global Jams look great (especially the variety of locations) and somehow I missed that there’s one local to me when scanning through them. Thanks to Google though I found that there’s one local to me (London) in June.If you are looking for a UK Freshworks event, then here’s the link: https://www.freshworks.com/events/global-jam/london/

1
zachary.king
Skilled Expert
10 months ago
T
Apprentice
TraceJacksonACSTApprentice
asked in Can't Find a Space?

Add/edit someone's rights to post to our customer forum?

Can you please advise how I can add/edit someone's rights to post to our customer forum?

3
Mustafa Adeel
Community Debut
11 months ago

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