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Hello, Now we have multiple workspaces in our self service portal, I want to make it clearer how to reach each team. Does anyone know if it’s possible to add the workspaces to the home screen of the portal to then be able to select which workspace requestors want to raise a request/incident in please, rather than have the ‘Report an incident’ and then have to select workspace from there? Thanks,Matt
I’ve lately experienced issues helping clients register a developer account with https://developers.freshworks.com/signup. All of them have had the same issue where the account selection page kept redirecting to itself infinitely, not letting them finish the process. This doesn’t seem to happen when logging in to an already existing developer account.I would love someone to help with that!
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;}
Hi all,i know there’s already a same topic but i can’t fix my issue.I’ve created custom cards but they still appear on the portal after I log out. Those cards are “viewable” in the script "portal home" section. Could someone assist me in resolving this issue ?Many thanks
Hello to everybody,since the last upgrade of FreshService and FreshDesk I’m wondering if there is anybody besides me who finds the predefined text background colors inadequate. I’m refering to the WYSIWYG editorThe palette of colors is too vivid and contrast. There are no light colors.These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.See the picture below to get an idea of what I mean?Does anybody know if there is a plan to enhance that or even switch it back to the previous version?Kind regards
Does anyone know of a way to allow our users to see any known problems that are open within our system as a read only view within the portal. Thinking sort of embedding a page that has just the basic information such as subject & Symptoms
Hello, Now we are live with multiple use cases, we are looking to move some of our paperforms from paper into the service catalog. With some of these forms, there is a requirement to have multiple Dynamic fields.Currently, you can only have a maximum of 5 dynamic sections on 1 form. Has anyone had any sucesss in finding workarounds for paper forms, or even achieved this in different ways? Thanks,Matt
Hello community,i hope one of you can point me to the right way of doing the following:In the Service cataloge display on the portal i would like the cut-off of longer texts to show more than just 20 characters and then show “...”: i already made the tiles wider (e.g. 2 columns instead of 3 per page), but the texts do still cut off.any idea if an how this can be done? thanks, Günther
Hi all,Is it possible to move the Approve and Reject buttons within individual Approvals on the Support Portal page? I can see that under Portal Rebranding that the ‘Approvals → Pending approvals’ section is available:But this appears to be just for the List of pending approvals:The reason being that, as end users move to higher and higher and larger and larger pixel density displays nowadays, the buttons appears in the top-right-most corner which can be both jarring and confusing for someone who infrequently deals with Approvals in the Support Portal.
Hi! I’m not sure if this is a bug, but it seems strange to me. If you share a ticket with a requester it seems like they are granted the ability to mark that ticket as closed in the portal. From the perspective of the requester to whom the ticket was shared: Then, when you reply from here you can not delete the message in freshservice even as an admin: Any idea what is going on here? I cannot seem to find an option to remove the “Mark ticket as closed” for requesters for shared tickets.
Hello everyone,Does anyone know if it is possible to enable a button within the Homepage of the Support Portal which mimics the exact same behaviour as that of the ‘New’ button which is available at any stage beneath the homepage?The homepage (with an indication of where the ‘New’ button could be placed): The ‘New’ button which is otherwise available within the Support Portal which provides quick access to other Modules:
Does anyone know a solution to make kb-items available across workspaces?If the requester is adding a subject, only the KB-items of the selected workspace will be shown.The default solution is to create an article in the default category. But there is no option to create folders in the default category, so that will be a mess when you look into the kb-page. Any ideas on this? Thanks!Marcel
Working in IT I am very familiar with the difference between incidents and services but many of our end users are not. When you arrive at the landing pages you see the links for report an issue and request services from an one of the teams Most users see the button for IT and just go there, Therefore defaulting to service much more than incidents.Is there any advise on supporting end users to log them right in the first instance rather than engineers spending loads of times correcting tickets
Hello.There are different parts of the Freshservice backend that are not translated into Spanish. Is there no way for administrators to translate the texts? For example, this is an example: It should appear as "Solicitud de" instead of "Request for."Thanks.Regards.
Hello,I would like to know is there a serverless event that gets triggered whenever a solution article is updated or created ? Or is there any other way to know whenever there is a change in a solution article?
Hello team,I would like to share with you a very common scenario unfortunately. Many customers (especially where there is no ITIL culture) are not comfortable with the split between Incident and Service Request, i.e. they think that requesters get confused and ask us for a single Service Request catalog with the double choice so that for each object in the catalog the requester has the option to report an issue or make a request. Technically this would not be a problem, the only limitation is that you would lose the solution suggester present in the Incident module (you can do without it) but most importantly, the Paragraph fields in the Service Items do not have HTML formatting so you cannot paste screenshots (very common for issues) but only attach physical files (inconvenient).Are we the only ones with this situation? Couldn't the description field common to all service requests be added (perhaps deciding to enable it or not?) In roadmap by any chance is there provision for the Desc
Hello,I’ve found this article about how to show trending topics from the knowledge base on the portal. It shows: {{#renderFromApi url="/support/v2/solutions/articles/popular" method="GET"}} <section id="solutions-banner"> <h2>Trending Topics</h2> {{#this}} <a href="{{#if external_url}}{{external_url}}{{else}}/support/solutions/articles/{{id}}{{/if}}" class="card solution-card"> <div class="elem-inline-mid"> <h3>{{title}}</h3> <p>{{description}}</p> </div> </a> {{/this}} </section> {{/renderFromApi}}With some tweaking I managed to get it working. Would it be possible to get the newest published articles to show them on the portal?
We have been trying to make some small adjustments to our support portal and are struggling with the content in the side navigation menu and cards. None of my team, myself included, are versed in HTML so we’ve been doing all of this in a sort of reverse engineered manner.Before going further, I should note that we are on the Growth plan, which has a more limited scope of customization.So far, we’ve used scripts in the footer as outlined in this post to change the content of our cards while retaining their ability to display based on the level of access the requestor has. However, we have not been able to change the order in which the cards are listed. From what I can gather, I believe that this is controlled by the array that is referenced but I have not found where that lives. As for the navigation menu, I believe that we can apply the same/similar kind of script in the header to change these items, but I’m not sure what elements need to be changed/referenced for this to work.
