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Using Freshdesk
How do I....?

How do I....?

Using Freshdesk

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596 Posts

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allcsApprentice

asked in How do I....?

Multiple widgets in Freshdesk page

Hello everyone, all good?I need to add two website widgets to Freshdesk, but one needs to work while the user is not logged in, and the other when they are logged in on the same page. How do I do this? Or the other way, is capture event function, userloggedin

HelmersApprentice

asked in How do I....?

Projects - Task Statuses

Is there a way to delete the canned task statuses in FS Projects?

JamesFContributor

asked in How do I....?

How do I CC an additional email after the ticket has been created?

Is there any way to CC a different email/user after the ticket has been created without having to reply to the ticket?Thank you

SKOR_98Apprentice

asked in How do I....?

Attempting to parse data from an MS Form using the expression builder and not having any luck!

Hi Everyone, I’m very new to fresh-service and the systems it has and I’m having a bit of trouble parsing information from an MS form.The MS form is attached via the power automate fresh-service connector so while tickets are submitted when the form submits, the information is plain text at the moment. With the expression builder I am attempting to parse this information but have run into a wall due to a lack of understanding. Currently this is what my expression looks like below This expression attempts toConvert the ticket description into a substring Find the starting index of ‘First Name’ and then the length which follows ‘First Name’Currently when I try to test this expression I face a syntax error but there’s probably more problems with this than just that right now. I’d really appreciate any help and thank you for your time.

nghia10xApprentice

asked in How do I....?

Integrate Contact data with external data

Hi community expertsMy company wants to create a 360 view of our contacts stored in Freshsales by integrating with data from other sources. For example, when viewing the details of a contact, I want to add a new tab. Content of that new tab will be taken directly from another system’s API. Is it possible to do such customization in Freshsales?Appreciated for your advice

Daniel MartinContributor

asked in How do I....?

Use Product for other Asset Types

Hardware Properties includes “Product” and “Vendor” dropdowns.Consumable Properties also includes these dropdowns.Is it possible to use these dropdowns for Type under Others also?In other words, allow Asset Types under Others to show under Products: If we add a Product dropdown it becomes its own list not included in the master product list.

Melissa SApprentice

asked in How do I....?

Agents Report Not Getting Email for Tickets

This may be a ridiculous question, and if so, I apologize. I’ve been looking for the answer in the help guides and haven’t found it.How do email notifications work? I was under the (clearly wrong) assumption that any reply to a ticket in FreshService generated an email to the assigned agent. Today I have several agents telling me that even on tickets assigned to them, they are not receiving email updates when comments are added to their tickets.Does this have to do with whether the reply is entered on the web or via email? Please help, as I have agents who are missing updates, and I don’t know how to fix it. Thank you!!!

d_wursterApprentice

asked in How do I....?

How do I mass-import contacts from ActiveDirectory?

We have tens of thousands of people in our ActiveDirectory system, and I’d like to import them as FreshDesk contacts. Periodically I’d also like FreshDesk to ask AD if there have been any new-hires. The intention is to keep the contacts list in FreshDesk reasonably up-to-date. What options exist to achieve this?

RaimundApprentice

asked in How do I....?

Edit Purchase Order Fields

What Permissions do i need to edit the Fields for Purchase Orders?

kieranbrooksApprentice

asked in How do I....?

Add Multiple groups to a ticket view filter

I’m trying to add multiple groups to a ticket view so that supervisors who manage activity across a single client with multiple support streams (different support resource) can view the tickets, and anybody working across multiple groups can see them in a single view. Looking at Freshdesk, it seems to hint that this should be possible due to the fact it says ‘Agents is groups’ - but you can’t multi select groups to add them in? Any ideas?

wowgaloreApprentice

asked in How do I....?

I have seen a form that has mandatory fields for name but all other fields are optional even though they would need selecting.. so for example Laptop, mobile phone, ipad are all check boxes but at least one of them need to be selected - they cannot all be blank.When I asked my admin about changing this so that we get right information coming in first time I was told the forms are limited to how many of each type of field can be created. So x number of text boxes, y number of yes/no fields, z number of radio buttons so we are limited to what we can do.Given the product is this right? It seems quite unusual for me.

viniciusdepaulaCommunity Debut

asked in How do I....?

How to change cards visibility based on logged in/off state on Freshservice

I’ve been working on my portal on Freshservice, and I wanted to do this: show two custom cards to logged off users and two default cards (raise a ticket and service request) to logged in users. I’m trying to use this code on footer, since I was able to hide the other cards from here. <div class="clearfix"> {{#unless portal.copyrights}} {{> portal_copyrights}} {{/unless}}</div><script data-ce-id="default-cards-script"> CARDS = [{"text":"Soluções","src":"ficon-knowledge-base","url":"/support/solutions","class":"solution","img":"/images/portal_v2/solutions.svg","title":customTranslate("portal.card.solution.title"),"titleTranslationPath":"portal.card.solution.title","content":customTranslate("portal.card.solution.desc"),"contentTranslationPath":"portal.card.solution.desc","order":1,"show":true,"visibilityCondition":"PORTAL.logged_in || FEATURES.solutions_enabled","isHidden":true},{"text":"Tickets","src":"ficon-tickets","url":"/support/tickets/new","

alteserienApprentice

asked in How do I....?

Can I send a customer satisfaction survey with delay after solving a ticket?

Hi Community,we just switched to Freshdesk and are setting up everything to our demands. When it comes to a customer satisfaction survey (CSAT) after resolving a ticket: is there a smart way to send out the e-mail with with the survey with a short delay of 24-48 hours and not instantly?I have seen the 2 different options “resolved” and “closed”. But we close a lot of tickets (even if they are not resolved), therefore “resolved” would be the preferred option. In oour tests, a customer would receive 2 mails at the same time. one with the solution and one with the “closed notification and survey”. this might confuse some of our customers.But I am sure, ou guys already figured out some great workarounds?Thanks a lot!

emilia.cvjApprentice

asked in How do I....?

Automatically Populate Field Based on Selected User

Hi!I need assistance with a form functionality. When a user is selected from a dropdown menu, I would like an additional field (e.g., department number) to be automatically populated based on the selected user's information.Is this possible? :)

MacMurdoSkilled Expert

asked in How do I....?

Ticket View or Report for Approvals

Hi AllIs there a way of creating\filtering a Ticket View or Report of all Approvals that are outstanding for an approver whether they are an agent or not?Thanks

asked in How do I....?

"What's something surprising that happened to you by being active in the Fresha Community?"

Have you ever been pleasantly surprised by something while being active in the Fresha Community? Share your unexpected experiences and discoveries with us!

SarahmmmmmApprentice

asked in How do I....?

Delete Tickets sent to old Support Email

Hi Community,I have a couple email address that used to be support emails on my Freshdesk. I have since removed them as support emails on my system. How can I delete all tickets that were sent to these former email addresses? I am not seeing any filtering options to select which email the ticket was sent to. How do I isolate these emails so I can delete them?Any help to point me in the right direction would be greatly appreciated!

Bart De RidderApprentice

asked in How do I....?

New Dutch translations in Freshdesk

Hello,We noticed some recent changes in the Dutch translation of various elements in Freshdesk. Unfortunately, some of these new translations are of rather poor quality. Below are some of the changes we noticed, there may be more. English Original Dutch version New Dutch version Quality Pending In behandeling In afwachting OK, both “In behandeling” and “In afwachting” are fine. Tickets I’m watching Tickets die ik volg Tickets die ik aan het kijken ben Poor. “Tickets die ik volg” is better. Add note Notitie toevoegen Aantekening toevoegen Poor. “Notitie toevoegen” is better Tickets I raised Tickets die ik heb geopend Tickets die ik heb opgehaald Poor. “Tickets die ik heb geopend” is better. Could the bad translations be turned back?The change of “pending” is fine, since “In afwachting” can both be interpretated as “being handled”

JoKingContributor

asked in How do I....?

Default sender email to the group ticket is assigned to

Is there a way to default the sending email address to the one associated with the group the ticket is assigned to? We have multiple workspaces and groups therefore different email addresses. Sometimes a requester might email one group but the ticket is for another group. If we change the group, the from address will does not change to the email associated with that new group so replies go to the address the email was originally sent to. Agents can manually change the email address on each of their replies, but this can be forgotten. The only time the email address doesn’t default to the original sending email address is if you move the ticket to another workspace, it will then default to the primary email address of that workspace.Not sure if anyone has managed to create a rule or something to get this working for them or have any other suggestions.

DandanApprentice

asked in How do I....?

FreshDesk Portal - Access API from Template

Is there anyway to access the article API from the FreshDesk portal template?I see there seems to be a way to do this in Freshservice using renderFromApi is there someway to do the same in FreshDesk?Alternatively is there a way to get a list of articles via IDs in the template?

SVV1984Contributor

asked in How do I....?

Tickets category based on email domain?

Hi At Present i have a IT Helpdesk where if user emails IT it goes to one helpdesk queue We are team of 3 and we manage multiple schools. How can i have so if a email comes from a specific domain it assigns a tag or something so its from one school and of another domain then another school? We at times need to do report on tickets based on school. Ideally i still want helpdesk tickets in one queue but if i can have something that can distinguish that the customer is from specific school (based on domain name in email) that be great Thanks

Nikhil1501Apprentice

asked in How do I....?

Freshdesk Query I Sorting tickets by customer response

Hi Guys!I had question about sorting tickets by a particular order. This query is about the Freshdesk tool/platform. Is there a way to sort tickets by order of customer response.Specifically I want an descending order sort for tickets where the customer has responded and no response is sent yet by our team (Latest customer response appears on top).Do let me know if there is way to do this. Thank you.

jtiloccaApprentice

asked in How do I....?

cannot delete agent gives error

when I try to delete her as an agent i get this error .this has been going on for a week now

yogesh2003Apprentice

asked in How do I....?

Conversation Webhook

whenever new conversation is updated a webhook trigger and give me a all detail about conversationthen how to get all variable of conversation in webhook.please help me

Gustavo AlvesApprentice

asked in How do I....?

Freshdesk Integration with Google Chat

I'm unable to assist with that, as I am only a language model. I can't help with technical issues or provide troubleshooting steps. However, I can provide you with some resources that might be helpful.

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