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How do I....?

Using Freshdesk

  • 415 Topics
  • 876 Replies

415 Topics

S
Apprentice
support_MExTApprentice
asked in How do I....?

user can change the requester when creating new ticket

Hi, We are new to freshservice and are still configuring all our needs before major roll-out. Few users have access to test some features. So this problem occurred that an user could change the requester field (is normally automatically filled in with the logged in user, filed ID = ‘ticket_requester_email’) and could create a ticket for someone else. We don’t want this option and want to disable the field. If they want to someone else up to date they should use the ‘CC’ field. I have searched and saw that few people changed the portal and I hoped this was also possible for the ticket form. (or is it possible in the admin page, but I didn’t find it)

4
J
Skilled Expert
2 months ago
saravana
Apprentice
saravanaApprentice
asked in How do I....?

AD B2C integration in FreshWorks SSO with OIDC - Login error

I am integrating AD B2C as Identity provider for the FreshWorks by configuring SSO with OIDC in the Freshworks.Configuration done in the Azure AD B2C: Registered an application in the AD B2C Tenant a. Get the redirect URL from Freshworks SSO with OIDC and added in the Redirect URI in the registered application b. Id Tokens and Access Tokens check box is selected. c. Enabled the public client. d. Generate the client secret for the application Added Microsoft as external IdP in the AD B2C tenant. Only one external IdP is enabled, local account is not enabled. Created a SignupSign User flow Tested the User flow, able to signup and sign-in using Microsoft Account (personal account). JWT token is generated with the claims sub, email, name. Configuration done in the SSO with OIDC:Get the ClientId and Client Secret of the Application registered in the AD B2C tenant and added in the SSO with OIDC configuration dialog Navigate to AD B2C signup sign-in user flow OIDC configuration url and

11
vjhjh
Community Debut
2 months ago
L
Apprentice
lhaugApprentice
asked in How do I....?

Offboarding Help - Parsing UPN to kick off process

Greetings all, writing this post in hopes of someone possibly being able to help me.  I am working on building out an offboarding process. Something basic - Disables users, Moves them to OU, Updates Description, etc.  Currently the issues I am running into seem to ultimately stem from our orgs differing Email/UPN situation.  Email addresses are @domainA.org and UPN is set to @domainB.org My issue being the email address presented is not sufficient when fed to the automator at locating the user. However, when testing the application workflow if I feed the system a UPN things seem to work.  I imagine a simplified solution to change all requesters emails to reflect the proper domain so it can properly pass off the UPN however this is systemic again of our organization.   I’ve attempted to use the following Powerful Placeholders with Liquid Filters : Freshservice  it seems to work when testing the workflow and feeding it the data. Whenever I attempt to push an offboarding request through t

0
L
Apprentice
2 months ago
P
Apprentice
PranabApprentice
asked in How do I....?

Creating tickets with custom fields in Freshdesk using csv/excel

Hello, I want to create freshdesk tickets with custom fields via csv/excel import. Is there a way to do this?Please let me know. 

2
S
Apprentice
2 months ago
J
Apprentice
jhudsonKSMApprentice
asked in How do I....?

Inventory Email Alerts

Is there a way to setup inventory items to send an email alert when the inventory level reaches a certain quantity? 

1
hemanth.ramya
Community Manager
2 months ago
V
Apprentice
vvwwApprentice
asked in How do I....?

Freshdesk Widget not showing in Firefox Browser

Hi, we are using the Freshdesk Contact Widget on our website https://www.rose.dental/. It works fine in Chrome and Safari, but it is not working in Firefox Browser. The widget is accessed via the Header “Feedback” Button. Any idea what could be the issue here?

1
Kajal Vats
Community Debut
2 months ago
rampage
Apprentice
rampageApprentice
asked in How do I....?

Export parent/child tickets to google sheet

Retrieve information from parent/child tickets and put the values in a GSheetFirst nameJobPosition typeSalaryArrival

1
Kajal Vats
Community Debut
2 months ago
davidspencerwdc
Apprentice
davidspencerwdcApprentice
asked in How do I....?

Not receiving email notifications for private notes

Recipients are not receiving an email notification for private notes despite their email being included in the Notify to: field. Notification settings are set to on too.

1
Kajal Vats
Community Debut
2 months ago
X
Apprentice
xhemajlApprentice
asked in How do I....?

Inquiry on Automatically Reopening Closed Tickets After a Set Time

I am writing to seek assistance with a specific functionality within the Freshservice platform. Our team often encounters scenarios where we need to temporarily close tickets but then revisit them after a certain period. I would like to know if there is an automated way to reopen these tickets after a set time has elapsed.Specifically, I am looking for a solution that allows us to:Close a ticket, marking it as completed or resolved. Automatically reopen the same ticket after a predetermined time frame (for example, one month later).Could you please advise if there is an existing feature or workflow within Freshservice that would enable us to achieve this? If so, I would greatly appreciate a step-by-step guide on how to set this up. Our goal is to streamline our workflow and ensure timely follow-up on specific issues without manual intervention.Additionally, if this functionality is not currently available, I would be interested in knowing any possible workarounds or if there are plans

1
S
Contributor
2 months ago
bresler
Contributor
breslerContributor
asked in How do I....?

Use the same field in more than one field section

I have dynamic sections set up under the “Type” field. Depending on the “Type” selected by the user, I show them different fields. Some of the types share the same fields. I'm not able to put the same field on different sections, is this possible? My workaround is to create mirrored fields and set up automations to copy the value to the other mirrored fields, which is terrible, generating several fields with the same value.Is it not possible to use the same field under more than one section? 

2
bresler
Contributor
2 months ago
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?

Ticket content language

I had a case, an user sent a Ticket from another language different than English, and the ticket content was: “???????? ??????”Is there a place I can manage the encoding of the supported languages? I saw I can change fields language and notifications, but when someone send a ticket in another language, it appears with “???????? ??????”. Is it a problem coming from the persons mail?Thanks!

0
M
Skilled Expert
2 months ago
M
Skilled Expert
manovadesSkilled Expert
asked in How do I....?

Agent ID

Hello :)I know that Agent ID from the Freshervice UI is a virtual one, and If I want to use API for getting a given Agent by ID, I need to know the ID. How can I get the real one? Thanks

1
Daniel Söderlund
Skilled Expert
2 months ago
T
Apprentice
TedK22Apprentice
asked in How do I....?

Azure AD Provisioning

Hello, I am trying to populate the “Location” field in a Requester account. We have Azure AD provisioning set up and it’s working but it is not pulling one field we need from an Azure User account. I need the “Company name” field in Azure to populate the “Location” field in Fresh Service.This is how I have the mapping set up for this in the Azure Fresh Service provisioning Enterprise App  When I try to do a Manual Provision to update this field I get Error code: nullAnd Error message: RedundantExportWhat am I getting wrong?

2
J
Community Debut
2 months ago
M
Contributor
MichaelJMContributor
asked in How do I....?

Filter on Tasks I'm Watching

Is there a way to filter on Tasks I’m Watching like we can on Tickets I’m Watching?

1
S
Contributor
2 months ago
Vanderdecken
Contributor
VanderdeckenContributor
asked in How do I....?

Struggling with Bots as the documentation and videos seem out of date

How do I unarchive my bot dialog boxes? I am unsure how they got archived in my bot, but I need them back out again.Does anyone know how to do this? I have clicked on everything. Race

1
Aniket
Community Debut
2 months ago
B
Skilled Expert
BartVBSkilled Expert
asked in How do I....?

convert agents after not loggin in for a period of time

Just a question, has anyone found a way to convert agents if they have not logged in for a time period, atm i have over 260 agents and im manualy checking them every month, would be nicer if i can automate it so it will convert them after like 6 months of not loggin in.

1
Daniel Söderlund
Skilled Expert
2 months ago
yvettecohen
Community Debut
yvettecohenCommunity Debut
asked in How do I....?

Seeking Advice from the Freshworks Community: Integrating with WordPress

Hey Freshworks Community!I hope this message finds you all well. I'm reaching out with a query and hoping to tap into the collective wisdom of this amazing community.I have a client with a WordPress website https://easystatuscheck.com/ offering SASSA status check services, and we're exploring the possibility of integrating Freshworks tools to enhance their overall customer experience. Feel free to drop your thoughts, recommendations, or any relevant resources in the comments below. If you prefer a more private conversation, you can also reach out directly. We're open to collaboration and excited to learn from the Freshworks community!Thank you in advance for your insights. Looking forward to hearing from you!Best regards,Yvet

1
Iamsmith9809
Community Debut
2 months ago
N
Apprentice
ntourtillottApprentice
asked in How do I....?

Changing From Email for Change Module Only

For the email notifications that get sent either through the workflow automator or the email notifications built in FreshService, I want to be able to send using xxx@company.com , but it defaults to using the primary mailbox. Is there a way to update this?

3
Daniel Söderlund
Skilled Expert
2 months ago
M
Skilled Expert
manovadesSkilled Expert
posted in How do I....?

Closing all related child tickets

Hello :) I have a case where I want to close all the related child tickets at once from the btn inside a parent Ticket.What is the best way? I have started testing with API to get all the childs: /api/v2/tickets/[id]?include=related_ticketsBut then, there is a big problem with iterating over the array of the IDs of the childs.If I have 20s childs, I am not sure how can update all of them?There is no For loop or simar to do the same action many times, or I cannot create my own function… Any thoughts, will be very thankful!

0
M
Skilled Expert
2 months ago
W
Apprentice
winston_mascarenhasApprentice
asked in How do I....?

Freshdesk UI structure

Hello everyone, Is there a way on how to access or reference elements such as the navigation bar within the manifest.json file. Could anyone please provide guidance on how to locate the ID/Class or any reference material that outlines the structure of Freshdesk's UI?I'm currently configuring the UI, and I've noticed that the default location for my app is set to the ticket sidebar. However, I need it to be displayed in the navigation bar instead. Any help?For instance, the attached screenshot, we see that the Custom side bar apps titled Big-Ben, Big Byte and Try -4 are all present on my ticket sidebar, I want the same when published to be visible below the Settings icon on the left side of the page.Hence need to know if there is any documentation that can be refeered to, where i can get the class/reference name to navigation bar,sidebar etc. 

0
W
Apprentice
2 months ago
M
Skilled Expert
manovadesSkilled Expert
posted in How do I....?

Workflows Priority

Hi all,Is there an option for Workflows to be prioritized which one to be run first, so they can be ordered?Thanks :)

1
Daniel Söderlund
Skilled Expert
2 months ago
mirizymny
Apprentice
mirizymnyApprentice
asked in How do I....?

Portal Customization

On my freshdesk Homepage I have a white box above the footer and I do not know how to delete this or customize it. I cannot find anything in the branding settings. Please find a screenshot attached. I am looking forward for any support! Thank you so much!

2
mirizymny
Apprentice
2 months ago
M
Skilled Expert
manovadesSkilled Expert
posted in How do I....?

Client Script on Servite Item

Is there a way, I can use Client Script, or UI script on a Service item/Service Catalog.I want to fill in data based on fields, dependent fields, and add custom logic. Thanks!

1
Daniel Söderlund
Skilled Expert
2 months ago
SvenDeroose
Apprentice
SvenDerooseApprentice
asked in How do I....?

Is it possible to set up multiple languages for posts in forum in freshdesk?

Is it possible to set up multiple languages for posts in forum in freshdesk?

3
Yusuf Ahmed
Community Manager
2 months ago
F
Apprentice
FoxguardApprentice
asked in How do I....?

Postpone a Ticket

Hi, Is there a way to postpone a ticket? There is only 2 of us and we view all tickets, we do not assign anyone to them but we do have tickets that do not need any action for a week, a day, or even just a few hours. With other ticket systems we could postpone something, so the ticket would be a different colour so we would know to ignore it, then at the given time it would act like it was new again, sending a prompt to deal with it.Can we do anything like this can anyone advise?

4
hemanth.ramya
Community Manager
2 months ago

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