Portal/Knowledge Base

Can we make Solutions categories invisible to end-users?

Currently we’re using Guru to document our IT-specific processes (internal team processes not meant to be seen by end-users). I’d like to transition all of our knowledge-base and process documentation to Freshservice Solutions, but I have one minor question. I know we can set the folder visibility, but I’d like to be able to create a category called “Internal Process Documentation” with folders inside that correspond to different types of documentation. If I do that, the “Internal Process Documentation” category will be visible in the portal even though the folders within are not. If we just stick the folders inside of another category we end up mixing our internal stuff with the “General” category or something like that, and it gets messy. Is it possible now or will it ever be possible to hide categories so we don’t need to combine visible and invisible folders in the same category? Thanks!

3572

17 days ago

mattpayneRJSkilled Expert

asked in Portal/Knowledge Base

Self Service Portal - workspace

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

404

18 days ago

halvorsondApprentice

posted in Portal/Knowledge Base

Portal Service Catalog Icons / Assets Pack

Does anyone ( or can Freshworks provide ) a nice collection of icons that can be used for service items? Would like to find something that was all ‘themed/branded’ similarly but provide a lot of different options. I like what Freshworks provides out of the box, but i wish they provided an icon pack, with enough variety that it could be used for lots of different scenarios.

190

20 days ago

Cirkus421Apprentice

asked in Portal/Knowledge Base

Remove custom cards from portal when logged out

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

291

23 days ago

D3q7Apprentice

asked in Portal/Knowledge Base

Registering a developer account

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!

140

1 month ago

wef42Apprentice

asked in Portal/Knowledge Base

Customise menu on portal to remove service

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;}

9248

1 month ago

laganisContributor

asked in Portal/Knowledge Base

Do you find the text background colors inadequate?

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

766

1 month ago

dobsonlApprentice

asked in Portal/Knowledge Base

Display known problems

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

271

1 month ago

mattpayneRJSkilled Expert

asked in Portal/Knowledge Base

Service Catalog - Custom Fields

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

341

1 month ago

Stague71Skilled Expert

asked in Portal/Knowledge Base

How to make Service Catalogue items text longer?

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

551

1 month ago

MDaviesSkilled Expert

asked in Portal/Knowledge Base

Move the Approve and Reject Buttons in the Support Portal

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.

301

1 month ago

MaxJApprentice

asked in Portal/Knowledge Base

Requester able to mark ticket as closed (shared ticket)

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.

472

1 month ago

MDaviesSkilled Expert

asked in Portal/Knowledge Base

Visibility of the 'New' button in the Support Portal

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:

140

1 month ago

m.vd.horstContributor

asked in Portal/Knowledge Base

KB-items available outside workspace

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

317

1 month ago

Dan UdellApprentice

posted in Portal/Knowledge Base

Incidents and Services

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

283

1 month ago

rpgalanApprentice

asked in Portal/Knowledge Base

Not translated

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.

111

1 month ago

vilvaathibanpbApprentice

asked in Portal/Knowledge Base

Serverless Event when Solution article is updated

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?

432

2 months ago

luca.ciaraffoSkilled Expert

asked in Portal/Knowledge Base

Unique catalog for Incident and Service Request

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

320

2 months ago

NinaworksSkilled Expert

asked in Portal/Knowledge Base

Show newest published Articles on the portal

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?

1024

2 months ago

J.VanApprentice

asked in Portal/Knowledge Base

Customizing navigation menu and cards in the support 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.

14469

2 months ago

KalolwalaismailApprentice

asked in Portal/Knowledge Base

Customization of Support Portal and Addition of a Card

Hello All,I have a requirement where in i need to create a Card under Support Portal. When we click on the card, it should take us to the Web page which should give users an option to select the products like Different kind of laptops and accessories. Once they select it, and submit it, it should raise a service request. I have tested my html java script on a machine, it should well. But when i am keeping it on Footer and saving it, it shows Scripting has been restricted to avoid spam.Script portion that gives that error is below <script> let cart = []; // Function to add items to the cart function addToCart(name, price) { cart.push({ name, price }); updateCartDisplay(); } // Function to update cart display function updateCartDisplay() { const cartItemsDiv = document.getElementById('cart-items'); cartItemsDiv.innerHTML = ''; let total = 0; cart.forEach((item, index) => { total += parseFloat(item.pric

491

2 months ago

Captain PugwashApprentice

asked in Portal/Knowledge Base

Ability to hide a card/button in portal when a User is logged in (show card/button for logged off user only

Hi Everyone, I have a use case where a custom login button is required for two separate groups of users with help text below.I’ve successfully created using buttons and or cards, I now want to hide these when the user is logged in. e.g only show the login button/card and text when user is not logged in. Have tried to find something in the forum already, only thing that looks relevant has no replies.

310

2 months ago

jennifer.dyerSkilled Expert

asked in Portal/Knowledge Base

Remove custom cards from Portal

When going to our /support/home?logged_out=true URL - everyone sees the custom widget that contains a service catalog item (Request an IT Project). We need that item to not be seen when they are logged out like all the others are. On the Logged out URL none of the cards should be seen. If the user clicks on Request an IT Project it takes them to the login screen, but then takes then straight to that Service Catalog item, instead of taking them to the main Portal page.

856

2 months ago

Steffi XavierCommunity Debut

asked in Portal/Knowledge Base

How to include Javascript and assets, images

We are trying to customize the existing customer support portal. In that we don’t know how to include new images and icons. And we are using javascript inside script tag in head section. It is also not working.

291

2 months ago

peterkuliApprentice

asked in Portal/Knowledge Base

Show list of assets in support portal

Does anybody know if it's possible to show a list of assets in the support portal? Basically I just need a list of assets with certain properties like location, asset_tag and so on which belongs to the company. It would be very nice to also show the relationships.Ideally this should be displayed on a dedicated page but as I understand from support, it is not possible to add an extra page.

220

2 months ago

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