Freshdesk

Hello,  Our team currently use the ‘FreshService Chatbox’ and we wanted to see if it was possible to change the background color and also make the button “IT Support Chat” slightly bigger.  Could someone please advise how I can proceed? I searched in Admin → Setting → FreshChat but wasn’t able to find a way. Not sure if I need to code it in ‘Service Desk Rebranding’ page but a confirmation or suggestion will be great.   

Is anyone else able to shed light on the non profit pricing options with Freshdesk?They have a whole web page Helpdesk Software for Non-Profit Organizations - Freshdesk | Freshworks about how they help NPO’s and offer discounts yet I get when it tells you to complete the form you end up with someone from sales calling you.Initially they seemed shocked I was even asking for discount, then came back with a fairly minimal discount for a high subscription compared to many other offerings. We want to use Freshdesk as we have some experience of it but not so sure on the non profit support?  

Hey there, I was wondering if it is possible to edit how the Agent Portal, Edit profile and Sign out links in the navigation are rendered. I can see that this is generated by the following lines in the header; <nav class="banner-nav">       {{ portal | welcome_navigation }}</nav> I have no idea if this is a) possible and b) where to find the ‘welcome_navigation’ snippet. Any help much appreciated.  

I’d like the community’s ideas for a challenge I’m having:I want to be able to separate tickets created by partners and customers, first and foremost for analytical purposes.They use the same portal and forms and everything, but we have partners that acts as a first line for their customers and then escalates to us when needed.I have setup companies, there are external databases to sync towards to understand which companies are a partner - but I dont know the best approach for making sure that the data of this being a partner follows the ticket - for informational purposes for the agent and for analytical purposes.If I add a custom field for instance to the Company - it doesnt seem obvious to me that this can be used for filtering in analytics or ticket view.How would you approach this?

Hey everyone,We’re kicking off Freshdesk Automations – Ask the Expert Session shortly.Haven’t registered yet? Do it now and save your spot:   Need help getting in? Please login using the below link. https://freshworks.zoom.us/webinar/register/WN_ibpa1PiwT3CWYjzY695Tyw If you are unable to join, please ping me here on the comments, I should be able to help you!

Hi how are things?Maybe you can help me.For my small business, I want to buy the growth plan, with an agent, my question: how many parallel simultaneous sessions can that agent have? Can you have multiple simultaneous sessions on different devices?Thank you

Concerns regarding the Hep Center (knowledge base) automationDark Mode Theme: a. Does Freshdesk offer a dark mode theme option? If yes, guide on how to enable it. b. Are there any plans to introduce a dark mode theme for the platform? c. Do we need to install any version for it? Font and Spacing Customization: a. Is it possible to customize the font style and size within the support articles? If so, what customization options are available? b. Can we adjust the spacing between lines or paragraphs in the support articles? If yes, how can we make these adjustments? Related Article Suggestions: a. How does the platform determine the related article suggestions that appear at the end of each support article? b. Is it based on keywords of the primary article, tags, or other factors? Please provide details on the algorithm used to generate these suggestions. It would be great if you can help me with the link and proper navigations regarding the above concerns. Thank You

I've enabled the Thank You Detector and made the necessary changes to the ticket reopen rule, but it still isn't working as expected. It's not even detecting a simple "Thanks" message. Can someone help?

I’d like the community’s ideas for a challenge I’m having:I want to be able to separate tickets created by partners and customers, first and foremost for analytical purposes.They use the same portal and forms and everything, but we have partners that acts as a first line for their customers and then escalates to us when needed.I have setup companies, there are external databases to sync towards to understand which companies are a partner - but I dont know the best approach for making sure that the data of this being a partner follows the ticket - for informational purposes for the agent and for analytical purposes.If I add a custom field for instance to the Company - it doesnt seem obvious to me that this can be used for filtering in analytics or ticket view.How would you approach this?

How can I display or measure the total number of tickets escalated during a chosen period? I don't want to see the current number of tickets with status "Escalated", but how many tickets received the status "Escalated" at least once during the chosen period.

We have cases that approval is required from customer’s department that has not initiated the ticket , therefore is not the requestor of the ticket.The automation rules have the option only if the requestor replies or adds a public / private note. There fore we missed a customer’s approval.  

I connected Freshdesk to Zapier for a trigger “new ticket”.Many of the fields returned have a value of “null”But the biggest problem, there is no data for many of the fields. It isn’t passing the name or email of the requestor. What’s wrong? Is the integration broken?Requester name, requestor email, requests first name, requestor last name, type, tags = all of those are blank - returning no data. 

I’m having a hard time understanding the logic behind the surveys, which has led me to calculate them manually instead of relying on Freshdesk reports. Freshdesk told me that when a survey has multiple questions, only the first one is used in their calculation. That does not give an accurate view of how the agent performed with the customer. Our surveys are four questions total, with the following answers below (which I’m adding a point value to for this purpose) If there are 4 questions and each has 5 possible options, it should be weighted to reflect that. Extremely satisfied= 5 pointsMostly satisfied= 4 pointsNeither satisfied nor dissatisfied= 3 pointsMostly dissatisfied= 2 pointsExtremely dissatisfied= 1 point The total possible points should be based on how many questions the customer answers. If they respond to all four, the total possible is 20. If they only answer three, it should be 15 etc.Example: Question 1- Extremely satisfied (5)Question 2- Extremely dissatisfied (1)Quest

Hello, I have recently noticed that you can not set a first response time within the SLA polices lower than 15 minutes. Our company is looking to set this SLA to 5 minutes, is there an scope to have this setting amended so that lower times can be set?Also to go with this the lowest notification/approach timer that can be set is 30minutes. Would there be any scope to amend these to a custom timer.

Hi Freshworks community! I’m working with a client who offers custom and private Washington DC tours, catering to guests who value personalization and seamless communication.I’d love input from others using Freshdesk or Freshsales:How can we automate booking confirmations and follow-up messages to create a premium experience?Any recommended ways to categorize and tag clients based on their preferred tour style or itinerary?What workflows or dashboards help monitor and improve customer satisfaction in a high-touch travel service environment?Curious to hear how you’ve used Freshworks tools to enhance luxury service delivery in any industry!Thanks in advance, and looking forward to your insights 

So I’ve yet to see a good answer for this. Let’s say I create a dependent field inside one of my tickets. I have level 1, 2 and 3. And let’s say for the sake of the argument that’s the common name I give those fields, what shows up in Analytics. So, I dump my tickets. I think I can group by the first two and get a result like from a pivot table. But the support desk says that’s not how the group by works and I can confirm that because the results I get are utterly crazy and does not represent what’s in the data. The workaround I was given was to make a new widget for each option in level 1. So if there’s options 1 to 3, I need widgets labeled option 1, 2 and 3. I can then pull tickets in there and have them group by level 2. How to report on level 3? Don’t bother. You would have to go even further down the rabbit hole with more widgets to make that happen. This really seems like a terrible answer and that there should be a better solution for reporting on dependent fields. But every ti

So in webhook settings there’s an option to get Agent name like so {{ticket.agent.name}}.But that name only return Agent’s name that the ticket is assigned to. Is there a way to get name of who replied to the ticket? maybe like {{ticket.replier.name}} ??

Hello,I am creating a workflow that will onboard/offboard our IT contractors. The profile creation and AD group assignment is happening through a Sailpoint automation. Therefore, SailPoint API is called when the workflow determines it’s a onboarding request. In addition to the profile creation, there are two applications the contractor may need access to; application A and application B. If both applications are needed, the workflow uses Fresh PAT to create one ticket for Team A (to complete application A setup), and a separate ticket for Team B (to complete application B setup). The issue is, Freshservice support told me I can only use 1 type of API call per workflow and it must be consistent across all nodes;therefore I cannot utilize both the FreshService PAT and SailPoint API. Has anyone run into this issue before? This seems like an odd limitation I’d like to workaround. The SailPoint API is already struggling and failing to keep up with the volume of requests and I’d rather avoid

How to create webhook for contact creation/update using rest apis 

At a brief knowledge about <a href="https://toothchartinfo.com/">teeth anatomy numbers</a>.

I registered for the webinar for today over two weeks ago and I did not receive a follow up email or link to the event.  Did I do something wrong?  

Hey everyone,Today’s session — Community Botcast: Freddy AI Agent — is about to begin, and we’re excited to have you join us!If you haven’t received the link yet, you can join directly here:Join the sessionIf you can’t make it live, don’t worry — we’ll share the recording in this thread afterward.See you soon! 

HiOn my portal i have 2 different forms for my customers, creating different types of tickets. Now i would love to set up a filter for my agents to only see tickets that are created in a specific form. If you view the details of a ticket, there is the information about the os, the form,… but i cant find a way to use this as a filter. Reason i need this:I need to have asome kind of identification on my tickets that are unique based on what kind ot ticket they are are not changeable by anyone after creationif there is another way help would be appreciated, thanksChristian

Hi there, I’m trying to use a conditional statement that checks for navigator.useragent sessionStorage.get(‘some item’) localStorage.get(‘some item’)E.g. {% if localStorage.get('some-item') != undefined  %}<div>Some div</div>{% else %}<div>Some other div</div>{% endif %}   When I preview the page, this doesn’t seem to do what I intend. E.g. if there is no localStorage with that key, it still shows “Some div”

I have BOTH apps running on my platform and I should only need one….