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Using Freshservice
Portal/Knowledge Base

Portal/Knowledge Base

44 Topics
146 Replies

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44 Topics

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bearhunterApprentice

asked in Portal/Knowledge Base

Making the change to Single MSP Mode and best practices.

Hi All, I have seen a few discussions regarding MSP mode and its use-case scenarios. But, I’m wondering if there are resources into what to be mindful of after switching to MSP mode? I get that we need to setup the email address and the portal. But what else should be verified before being confident that the instance is ready for production use? Is there documentation regarding MSP and the steps required to verify the instance? Meaning a checklist of sorts. I did a pretty robust search of this site and the web, but couldn’t find any definitive resource.Thanks.

16 hours ago

NinaworksApprentice

asked in Portal/Knowledge Base

Share updateable list via portal

Hi, I have a group of users of the (Freshservice) portal with whom I want to share a specific group of tickets. They want to prioritize these tickets together. A bit like in an Excel sheet. So a list of all tickets where they can add some text to. They are member of the same department, so they already can see these tickets, but they want an overview of a subset of all the tickets. Is there a way I can achieve this? Thank you for all ideas. :)

16 hours ago

Chad25Apprentice

asked in Portal/Knowledge Base

Knowledge Categorization/Folder Structure

For those using Knowledge, would you share your categorization structure? We are getting started and I need some idea :) Thanks!

11 days ago

LorentzApprentice

asked in Portal/Knowledge Base

How do you handle the need for multiple Currencies for Service items

How do you handle multiple currencies in Service items?We are a multinational company and are primarily using € and NOK (some US$) towards our customers. How can you handle this for service items in the Service Catalog?As we at the same time also have the challenge that Service Catalog do not support languages our initital go was to make each Service item in one version for each language, but as far as we have found you can not set the Currency on service item level.Any suggestions, experience in how to handle this? (We are running in MSP mode with one Portal as our customers typically have several applications and in different segments)

21 days ago

shannon.mejiaSkilled Expert

asked in Portal/Knowledge Base

Kiosk Mode

We are new to Freshservice and we have like a walk-up Genius bar of sorts. We want the end users to be able to put in tickets themselves when they walk-up to get help. Anyone had success with something like this? We will have an iPad, but the issue is the Portal has to be logged into by someone, so the requestor defaults to whoever is logged in. Making it a bit confusing.

1 month ago

shannon.mejiaSkilled Expert

asked in Portal/Knowledge Base

Linking Solution to ticket

We are testing out Solutions. I do not see a way to link the solution to the incident as the resolution. How do you do this?

1 month ago

edward.kimTop Contributor

asked in Portal/Knowledge Base

'Open tickets' section in 'Home Page Designer' doesn't show when it's published

Hello, when it’s in Preview mode, I can see ‘Open tickets’ section at the bottom of the page However when we actually published it, it’s not showing up at all. It maybe shows this white empty area. Is it a normal functionality when there are no opened tickets? We were hoping it would stay up because we like the little message. From what I compared from Preview vs Published view, it looks like it’s not loading properly in Published version... Thank you

1 month ago

maloktSkilled Expert

asked in Portal/Knowledge Base

Using Knowledge Base\Solutions for Public Portal and IT Wiki

We are just beginning to implement Freshservice, and have a question about using Solutions for the Requestor portal, as well as for an internal wiki for agents. It doesn’t look like we can publish at the Article level, only at the Category level, so is there a recommended way to organize Solutions so that we can share certain articles, without having to duplicate the structure for agent vs requestor viewing? For instance, we started to organize by Categories: General Information, Procedures, Forms. Within Forms, there will be certain Articles for the requestor portal, but other Articles for internal agent use only.

1 month ago

KimSContributor

asked in Portal/Knowledge Base

Issue with OAuth redirect URL

Hi all! I’m trying to integrate with ServiceNow using an OAuth 2 credential. After I get the consent screen from ServiceNow, I get this error on the redirect URL page.{"code":"access_denied","message":"You are not authorized to perform this action."}I’m doing this as the org admin. Any ideas what it could be?I’m using this as my redirect URL:https://<yourdomain.freshservice.com>/api/_/credentials/oauth_callback

1 month ago

Shyam DhandeContributor

asked in Portal/Knowledge Base

Hide Offboarding Icon from support portal

Hi All,Recently freshservice has introduced offboarding feature, and it started showing up in our support portal. But as we already have bundled Service catalog created for offboarding so as of now we do not want to use new offboarding feature and also we want to hide it from our support portal.So could you please guide me how can I hide new offboarding icon from support portal? (Highlighted in yellow)RegardsShyam

1 month ago

edward.kimTop Contributor

asked in Portal/Knowledge Base

In 'Rebranding FreshService page' in Admin, when I go into 'Preview' mode and use 'Searching' box, no results show up

Hello, Is this a normal behavior? So, when I go into ‘Rebranding’ then go into ‘Preview’ mode, I see buttons and Search box. Now, I tried typing in few keywords into the Search box but no results were shown. Is this a normal behavior for ‘Preview’ mode? If so, is there a way to check/control what info is being shown to the users when they use the Search box (when a new branding is Published)?

2 months ago

JanUfoApprentice

asked in Portal/Knowledge Base

Different Support Portal, solutions and Fields - is possible?

Hello, Is it possible to create different support portals depending on the organization? Each organization requires different tickets, solutions and fields. Mixing everything together will be a nuisance for users, especially since each organization uses a different language.That is why we would like the support portal to have a different look for each organization.

2 months ago

Maxime MoreauApprentice

asked in Portal/Knowledge Base

Custom card for specific requester

Hello community,I search how can I hide/show a custom card for a specific requester ?Like the onboarding process, but for the leaving process.Have a nice day !

2 months ago

FSEnthuContributor

asked in Portal/Knowledge Base

Support Portal custom image

I want to add single large image as a background of my FreshService Support portal. Currently I can only add section wise. Which is duplicating the image. I just want one Single Background from Top to bottom.How do i do that?

3 months ago

FSEnthuContributor

asked in Portal/Knowledge Base

Freshservice Custom Stylesheet for End User Portal.

I have added Custom Section with three Cards in it with each of them with the link of one service Item..However, I would like restrict the visibility of the newly added section only to a particular Requester group or an Agent Group.How do i do that?

3 months ago

obsidianreqApprentice

asked in Portal/Knowledge Base

Send SMS when new solution is posted?

I see there is the ability to use Twilio and Zapier when building out ticket workflows, but is there a way to send an SMS to users when we’ve posted a new communication / solution in the help desk?Or am I left programming a custom webhook for these?

3 months ago

maloktSkilled Expert

asked in Portal/Knowledge Base

URLs in KB Articles Spill outside Article Tiles

How do we fix an issue where text (maybe it’s just URLs?) that spills outside the Article tile, when the browser page is not full screen?

3 months ago

maloktSkilled Expert

asked in Portal/Knowledge Base

Knowledge Base - Set URL to Specfic Category

Can we change the link behind the Knowledge Base button on the portal home page? We want it to go to a specific Category when users click into the Knowledge Base. For instance, we have hidden the “Popular Articles” category from the menu list, but the page still defaults to showing only Popular Articles./* hide "Popular Articles" from Home > Solutions page*/#solutions-category-list > li:nth-child(1){ display: none;}We want the “User Portal” category to launch as default when clicking Knowledge Base from the home page, so can we take its URL and set the home page Knowledge Base button to that instead?

3 months ago

FSEnthuContributor

asked in Portal/Knowledge Base

Help Needed for Custom CSS code

Hello Everyone, on My User Portal, I have changed the look of service Item Listing. Earlier it was showing three columns and now I changed it to one: However, if you see in the above Image, the Item Name and Short Description of the Item is not showing it completely. I don’t want any “...” at the end . I want the entire Item Name and Item Short Description to be displayed in full.Can someone please help me with this?

3 months ago

maloktSkilled Expert

asked in Portal/Knowledge Base

Hide "Was this Answer Helpful" From KB

How can we remove/hide the “Was this Answer Helpful” from the bottom of each KB article?

4 months ago

FSEnthuContributor

asked in Portal/Knowledge Base

jwieseContributor

asked in Portal/Knowledge Base

Do Freshservice Solution searches use keywords or tags?

We had last heard that Freshservice solution tags and keywords were going away (being deprecated). And that the best way to get a solution found in searches was the title and 1st 400 words in the body. Please confirm/clarify.

4 months ago

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