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Using Freshdesk
How do I....?

How do I....?

Using Freshdesk

288 Topics
643 Replies

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288 Topics

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michaelsApprentice

asked in How do I....?

Change value of card.label and card.description

Hi everyoneCould someone help me, how to change the value of card.label and card.description on portal’s start page in a multilanguage environment?Best regards,Michaelscreenshot from portal’s start page

7 hours ago

MichaelJMApprentice

asked in How do I....?

Notify Requested For User if not Requester

I created an automation to nofity the Requested For user when a ticket is created on their behalf. Works great for Service Requests, however if the person is requesting for themselves, it sends two emails to them. There doesn’t seem to be a way in the Automator to say “if Requested For Name does not equal Requester Name, don’t sent this email” - and the system doesn’t automatically notify the Requested For for some odd reason. Am I missing something obvious? Has anyone else run into this issue or found a workaround solution?

1 day ago

manovadesSkilled Expert

asked in How do I....?

Time Entry Fields - Prevent on closed tickets

How can I stop users from adding time entry on already closed tickets? From where I can access time entry so to create a BR/workflow?

1 day ago

manovadesSkilled Expert

asked in How do I....?

Time Entry Fields

How can I stop users from adding time entry on already closed tickets?

1 day ago

johnbolApprentice

asked in How do I....?

Remove Fwd: from Ticket Subject

When customers email our personal emails (such as john@ ) with a request and I want to create a ticket for it on Freshdesk, I forward the email to our Freshdesk. However the issue I’m having is that Gmail adds Fwd: to the subject line of the forwarded email which I don’t want in the Ticket subject. I know that I could manually remove Fwd: from the email in Gmail before forwarding, however I am looking to automate this. It looks like it should be possible on Freshdesk with the use of Automation and api/webhooks however I’m not sure exactly how to do this. Can anyone help with this? So for example if I forward an email from my Gmail the subject would be something like:Fwd: please help me with my issueSo on Freshdesk I would need it to remove the Fwd: part so that the Ticket subject is simply:please help me with my issue Thanks in advance :)John

3 days ago

kepe

asked in How do I....?

Multiple Freshdesk accounts in Android app

We have multiple Freshdesk accounts that are easily accessible in the website app via the grid in the bottom left of the agent panel. However in the Android app, it appears I have to log into each one individually (if one is open, I have to log out of that). Am I missing something here - is there a way to switch between Freshdesk accounts without having to log out of the app each time? Thanks!

4 days ago

MichaelJMApprentice

asked in How do I....?

Nofity Requested For User

5 days ago

jpetersTop Contributor

asked in How do I....?

Change Managment - Requester self approval

Hello All,Has anyone tried to create a workflow that will block a CAB approver from approving their own change request? Once again, I cant seem to create the logic whether in my head or the application :)

5 days ago

depaolaApprentice

asked in How do I....?

How to disable article voting "Did you find it helpful? Yes No"

Hi, could someone help me to disable article voting "Did you find it helpful? Yes No"I’ve tried the following instructions on our current Theme on Portal customization, but it didn’t work. We use Garden Plan.

6 days ago

manovadesSkilled Expert

asked in How do I....?

Automatically fill in Company from requester

Hello all, I wanted to confirm if when a requester raise a new ticket from mail/phone…. the new ticket will be created with the Company field filled in which will be inherited from the requester. In the cases when the requester exist in the system and he has a company. Thanks!

7 days ago

jturner5114Apprentice

asked in How do I....?

Creating Username and Password, logging on to Freshdesk

Hello Community,After my manager adds me as an agent to Freshdesk, does the system automatically send me a username and password along with a link to the Freshdesk system? Thank you

7 days ago

kcargillApprentice

asked in How do I....?

Adding custom object information to agent ticket creation form

Hello! We are looking for a way to have the information related to a custom object appear when that custom object is selected when an agent is creating a ticket. Similar to how a contact details are displayed when selected. Ideally the custom object info would show up below the contact details

7 days ago

manovadesSkilled Expert

asked in How do I....?

Reply from email adds notes to another ticket

Hello, All,I have a strange case. A customer created a ticket from email. Then he tried to create a new ticket, and his mail has been added as a reply/note to existing one. We use placeholders which also has ticket.id in the subject. What could be the problem of this confusion?Thanks!

9 days ago

SonnyApprentice

asked in How do I....?

Portal Configuration - Hide Service Items based on Card selected

Hi All,I’m coming at this having little knowledge of how to achieve this from a coding perspective.Our business is trying to achieve the following process flow:User logs into Support Portal > Support Portal presents the cards, Department A > D > User clicks on Department A card > Support Portal retrieves the Service Catalog items for Department A onlySimilarly for any other department card selected. Currently, per standard functionality when I click on any of the cards the full list of Service Items is returned in the Service Catalog.Appreciate any guidance.Thanks,

9 days ago

jpetersTop Contributor

asked in How do I....?

Datis HR, Freshservice and email

Hi,I am trying to integrate Datis HR into Freshservice for onboarding and offboarding. I am struggling a bit as it appears that i might need to map email information to fields in Freshservice to get the desired results. Has anyone been able to do this and if so would you mind sharing your knowledge?ThanksJames

9 days ago

RamonBApprentice

asked in How do I....?

Conversation in Gmail doesn't work when Ticket ID is added to automatic response

We are just started with Freshdesk and everything looks OK. But one thing I can't setup the way I would like to. When I add the ticket number to the subject in an automated email response, there is no conversation in Gmail. When it is setup like picture below conversations work in Gmail:When I set it up like picture below conversation in Gmail does not work.I really would like to have the ticket number in the subject, but also want the conversations to work in Gmail. Can anyone explain how to set this up? Thanks!

13 days ago

FoxguardApprentice

asked in How do I....?

Agent name automatically in ticket response

I know this is simply and I have edited this before so am kicking myself that I cannot find it!!Where do I change what is automatically added at the bottom of a ticket when an agent replies?Currently it just says Foxguard team, but I want it to include the agents name as well.

13 days ago

alephtaphContributor

asked in How do I....?

FS agent mac deployment with MDM

I am wondering if some one managed to deploy the FS agent via MDM like Mosyle or intune.I am using Mosyle and I have managed to deploy the application but it does not seem to be installed or at least I don’t see the log folder neither are there any discovery in FS.I added the json attachment as a pre installation script. This didn’t give me an error. As post installation script I do get an error.

14 days ago

ArnoldGTop Contributor

posted in How do I....?

How to hide a dependent field

Hello, I’m in the process of trying to update our main categories, and I was curious if anyone had done this before and if they were able to hide/disable certain dependent fields. We want to keep these fields (as opposed to deleting them) for reporting purposes. I have reviewed the apps below; however, none of them meet the requirements of what we’re trying to accomplish:set ticket field options. disable fields. hide fields.Thanks,

14 days ago

JonathanTFAApprentice

asked in How do I....?

Can Freshdesk create printable ticket reports? (e.g. My Open Tickets)

I’m looking to print a simple (PDF) report for all Open/Unresolved Tickets by agent that would include 2 to 3 line summary of Agent, Requestor, Date Created, subject and priority. This would be extremely helpful in glancing tickets for morning stand up meetings. I tried doing this with a CVS export, but it didn’t seem to allow me to set a date range that included all tickets.

15 days ago

manovadesSkilled Expert

asked in How do I....?

paulj1202Apprentice

asked in How do I....?

Calculating values within underlying data

HiI am trying to create a report that will show the following data - Show tickets within a date range that have been opened and closed within the date ranges Show what contract type they are. Show the numerical value of the tickets within the date ranges Drill down to either individual stores authorisied amount or total store authorised amount Show store that havent logged a ticket within the date rangesthank you

23 days ago

paulj1202Apprentice

asked in How do I....?

Editing Forms in Freshdesk

Hi I have a form that a customer (requester) fills out.Once completed the form is received by the assessor.The assessor then has some other fields to fill out (at the bottom of the form) and then the form will go back to the requester.The questions are can the fields at the bottom of the form be hidden from the requester until the form is submitted by the requester and then the assessor fills out the fields and sends the form back to the requester? if this is not possible, is it possible to format the actual form to have a red box around the fields saying “ to be completed by the assessor” can the details of the form be embedded in the ticket so when the form id submitted the assessor can see all the information in the actual ticket and not down the right hand sideThanks in advance Paul

23 days ago

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