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#WinwithMarketplace : Freshservice

18 days ago

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Employee Experience

Employee Experience

1775 Topics

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cwardContributor

asked in Freshservice

Massive amount of spam referencing Freshservice out of nowhere

Out of nowhere this afternoon we have received almost a thousand emails referencing various freshservice URLS in our ticketing system:+2.975 ETH for you from system - Learn more here => HTTPS://ippfesilesg8.freshservice.com+2.975 eth to your ballance from airdrop - Learn more here >> plixenmuife.freshservice.com+2.975 eth for reward from system - Confirm -> HTTPs://mreinnz41.freshservice.comI checked our email service and they aren’t coming through there, I’ve tried adding rules to automatically move them to spam but none are working. Did you guys get hacked??????!!!!

1 month ago

wef42Apprentice

asked in Freshservice

Customise menu on portal to remove service

I added the following to the Custom stylesheet, and it successfully removed the employee onboarding from the side menu. I also want to remove the service catalog menu item. I dont know the code to do that.I would also like to remove the items from the new menu. #emp-onboarding-list,#main-nav > div.main-nav-items > a.employee_onboarding.ficon-employee-onboarding{ display:none !important;}

16 days ago

Fabrice RDApprentice

asked in Freshservice

Default Translations for Notifications

HiI’ve got freshservice with default Langage FrenchThe default Email notifications are all written in english, do they exist in French Version or should I translate all of them?I noticed some mistake in the app menu or else in french version, how can i fix them? Thanks

4 months ago

sgutierrezTop Contributor

asked in Freshservice

Portal customization: Title color, card color, card title color

Dear community,I am trying to customize the end user portal. I would like to have:Title of the portal which is in white → change to black color Title of the cards which are in white → change to black color Cards backgound color which are in white → change to light blue color (#0083BE)What is the code I need to change those and where I need to place it?Thanks

2 months ago

Rastory728Apprentice

asked in Freshservice

Agent with Asset Service Awareness

I am able to look up users “currently logged into” various assets just fine, but my Agents get a banner warning saying they need “Service Awareness” in order for that to work for them? Where would I add that setting into their profiles?

2 months ago

maghedSkilled Expert

asked in Freshservice

Visibility rules for Agents+Requester??

Hi, Is there a way that I can set “visibility” rules on Service Items that applies for all users, i.e. Requester + Agents?I can’t find a way. If I for example would like to publish a service item for users in a specific location I would like that rule to apply all users but I do not understand how to achieve that.We have quite many Agents spread across many departments and geographical locations and it will be difficult over time if we can not apply the same rules for them as they as employees in many situations are Requesters.

1 month ago

MalteApprentice

asked in Freshservice

choytApprentice

asked in Freshservice

Azure Devops - Orch add attachment

Hello,I’m trying to add an attachment using the App Node Azure Devops Orch Add attachment but I keep getting an error 403 you are not authorized. Has anyone got this to work? The Create/Get Item works just fine.

2 months ago

Rastory728Apprentice

asked in Freshservice

Senior Leadership Status Reports

I have a couple of Senior Leaders that would like to get daily/weekly status reports (via email?) for their specific Work Groups. I certainly don’t want to assign them “paid” full Time Agent Status, but they also don’t need to see EVERY group or Department from Fresh Service. Are there any notes, or instructions on how to accomplish this in an automated fashion?

3 months ago

FSEnthuApprentice

asked in Freshservice

Help Needed for Custom CSS code

Hello Everyone, on My User Portal, I have changed the look of service Item Listing. Earlier it was showing three columns and now I changed it to one: However, if you see in the above Image, the Item Name and Short Description of the Item is not showing it completely. I don’t want any “...” at the end . I want the entire Item Name and Item Short Description to be displayed in full.Can someone please help me with this?

1 month ago

FSEnthuApprentice

asked in Freshservice

Hide/Disable the Reply Box on the Support Portal when ticket is closed

Is there a way to Disable/Hide the Reply box on the support Portal when the ticket Status is closed?I can setup a workflow that to send email to customer when user adds comment on the closed ticket. But that’s a secondary. Primarily, user should not able of reply on a closed ticket or the REPLY box should be disabled or hidden.

2 months ago

JTAVOLAROSkilled Expert

asked in Freshservice

popup notifications when closing a task, posting a note or forward, etc.

those little popups that tell you a task was successfully closed, or a status was successfully updated, or any other change to a ticket, are annoying as heck when they pile up and start to cover navigation buttons or other vital parts of the screen. Can they be turned off, or relocated, or converted to a status bar message?

2 months ago

eeha0120Skilled Expert

asked in Freshservice

Missing description in tickets that are SR

Hi team.Hope you’re all doing great.I’m not sure yet what may I have been missing, but I guess I’m not the only one, based on this previous inquiry:Service Request - Description | Freshworks CommunityWhen a Service Request is created, the ticket itself does not have any description at all.With the help of, API call / Web hooks, maybe in a Workflow, would it be possible to populate this description or am I totally missing something here ? Thank you very much in advanced for your suggestions. Regards,Elvis.

4 months ago

Jérôme de LagausieSkilled Expert

asked in Freshservice

Extra complex on-boarding form

Hi Team,Currently, our on-boarding form is… an e-mail.There are a lot of fields in it, some answers should be conditional, depending on previous fields, some fields should be dynamic dropdown lists (e.g. who will be the manager? Which will be the department) where choices come from external systems, etc.Obviously, I would like to create something better than an email where I can make no control (and most of the time, forms are incomplete, incoherent...) but I found no way to build directly in Freshservice such complex forms…So, imagine I would be able to construct some external services that dynamically builds an html+js form, how could I integrate it to Freshservice so that I could activate all the automation power of Freshservice to create AD records, sub-tickets and so on for our onboarding process?Thank you for your ideas!Jérôme

1 month ago

CStanfordApprentice

asked in Freshservice

Requesters to see tickets from a shared mailbox.

I am aware there is the ability to add the option to allow a user to see all tickets from a department. However this will mean that the requesters can see each other’s tickets. Instead of just the shared mailbox. Is there a better way we can do this?

1 month ago

PatrickMurphySkilled Expert

posted in Freshservice

Service Catalog Lookup

I’m looking for suggestions on how to handle a lookup.I’m creating a workflow for a user to request opening a new position in the company. Their manager, CEO and CFO must approve the request before sending to HR to process the request.I currently have a Service Catalog item setup that requestsBusiness Justification, Manager, Department, Role, Status (Full/Parttime), Type (Employee/Contractor)I have a custom object table that lists all roles within a department I would like on the form, when a user selects department to just show the roles defined for that department based on this custom object table. Is this possible?

4 months ago

Kristof GielisApprentice

asked in Freshservice

Status open when requester replies

Hello we are new to freshservice and used to work with zendesk. There was default behaviour in which the status of an incident would change to ‘open’ whenever a requester or CC replies using the portal or mail. We tried to set up a workflow automator doing exactly that, but we can’t seem to get it to work under all conditions. Only when a reply was sent through the portal, the status changes to open. When a reply is sent through e-mail or public note it doesn’t seem to work.We would also like to include the freddy thank you suggestion.

4 months ago

cardboardApprentice

asked in Freshservice

api_key template replacement fails

HiThe template replacement code does not work for our custom app.let options = { headers: { Authorization: "Basic <%= encode(iparam.api_key) %>", 'Content-Type': 'application/json' } };Response:• "Error while substituting the templates"• status: 400• errorSource: "APP" We would appreciate your insights on what we’re missing.The `options` are used when using `client.request.get`.

13 days ago

gdavid16Top Contributor

asked in Freshservice

custom page

i saw a previous post (3yrs ago), but any option to build a custom page in freshservice?it would be great to create more customized forms, also to display data that isnt available in freshservice.

1 month ago

sgutierrezTop Contributor

asked in Freshservice

Custom app field type

When creating a custom app, we don't have information about the type of field for custom fields. How can we know doing a API request if a field is a dropdown, string, integer, etc. ?If this is now possible, I would like to raise it as a feature request.

3 months ago

kong-jhartmannSkilled Expert

posted in Freshservice

Ticket sharing for agents?

The introduction of ticket sharing was a feature that I have been waiting for over 6 years for. I was pleased to see it finally get added. Unfortunately, it looks like Agents are limited in their ability to share tickets since they don’t view tickets in the same manner as a requester does. Are there plans to expand ticket sharing functionality to the Agent portal as well?

2 months ago

bill.edelmayerContributor

posted in Freshservice

Post phone number publicly - not logged in

Hello We're debuting Freshservice this Monday. I noticed when I have the Solutions publicly available on the portal, for not signed in users, freshservice also displays our help phone number by the "new ticket" button - like so:but, when I lock up all our solutions, I lose the phone number, like so:Any ideas on how I can post the phone number? Maybe make it visible AFTER the non-signed in visitor hits "new ticket?"Thanks!

8 years ago

bill.edelmayerContributor

posted in Freshservice

Custom Scope?

Hi all - We're looking for a way to customize our scope settings.In our freshservice, we have multiple teams:Desktop supportengineeringhuman resourcesmarketingoperationscorporate services.Scope is a big issue for us right now. We'd like agents on each team to be able to VIEW all other team's tickets, EXCEPT for those belonging to human resources.We could do this by adding each agent to all teams, but that is a poor solution. Is there any way we can change our scope so that agents can view tickets from all teams, modify tickets belonging to them or their team, but NOT view HR's tickets?HR can have global view access. Thanks!

8 years ago

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