Skip to main content

Groups
Events
Product Updates
Insiders Program

Streamline and automate your IT asset management in Freshservice

(Thu, 14 Nov, 3:30 pm)

Community
Using Freshservice
Portal/Knowledge Base

Portal/Knowledge Base

Portal/Knowledge Base

242 Topics
778 Replies

When you subscribe we will email you when there is a new topic in this category

242 Topics

Recently active

Most replies Most views Newest first

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.

luca.ciaraffoTop Contributor

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

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?

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?

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.

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

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.

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.

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.

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.

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.

FSEnthuContributor

asked in Portal/Knowledge Base

Hide/Disable the Reply Box on the Support Portal when ticket is closed

Is there a way to Disable/Hide the Reply box on the support Portal when the ticket Status is closed?I can setup a workflow that to send email to customer when user adds comment on the closed ticket. But that’s a secondary. Primarily, user should not able of reply on a closed ticket or the REPLY box should be disabled or hidden.

peterkuliApprentice

asked in Portal/Knowledge Base

Documentation support portal placeholders

Where can I find documentation about all placeholders when editing pages for the support portal? For example, the page Ticket list have {{> loader}} and {{#paginate placeholders. What are they doing? I cannot find any information on this. There’s a page here but the information on that page seems incomplete. The mentioned placeholders above aren't mentioned for example.

Steffi XavierCommunity Debut

asked in Portal/Knowledge Base

Where can we find the popular links and FAQs?

We are modifying the customer support portal in freshdesk. We need to show the popular links and FAQs list in the landing page. We've been trying to find the Popular Links and FAQs section, but we can't find them anywhere. Kindly Please help us.

alexbuttApprentice

asked in Portal/Knowledge Base

In the portal, how can I detect if a user is in a particular group of requesters?

I want to display a particular button but I want it to be available for only a requester group with the name “tech support” after they logged in to the portal. How can I do so? I know to detect when logged in is using {{#if portal.logged_in}} but how can I detect if they are in the requester group “tech support”? Thanks

parassachanApprentice

asked in Portal/Knowledge Base

Freshservice UI

what are different type of views that can be configured for the end user support portal from freshservice

maloktSkilled Expert

asked in Portal/Knowledge Base

User Portal - Read More/Less Toggle

In Freshservice, is there a way to force the Description field to always show the whole content, without the default set to make the user click “Read More” ? Most of our descriptions will have pertinent information that our users will not see without clicking the Read More link, which many of our users won’t do.

support_MExTApprentice

asked in Portal/Knowledge Base

User can change Requester (field) 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, field 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) Asked the same question in freshdesk community (my bad)

jjmanciniCommunity Debut

asked in Portal/Knowledge Base

Disable video autoplay in Freshservice

How do I stop the video that I have embedded from autoplaying in the KB?It seems when I pasted embed code, it edits it out.Starts like this:<iframe src="sampleurl" width="560" height="315" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>After saving, looks like this:<iframe src="sampleurl" width="560" height="315" allowfullscreen=""></iframe>

laganisApprentice

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

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?

vgigroupApprentice

posted in Portal/Knowledge Base

the common mistakes to avoid during JEECUP counselling

During the JEECUP counselling process, candidates should be aware of common mistakes that can hinder their chances of securing their desired admission. Here are the key mistakes to avoid:Common Mistakes to AvoidMissing Deadlines: One of the most critical errors is not adhering to the jeecup counselling schedule. Candidates must keep track of important dates for registration, choice filling, seat allotment, and document verification to avoid missing any opportunities. Insufficient Research on Colleges: Failing to thoroughly research the available colleges and their courses can lead to poor choice selections. Candidates should understand the reputation, placement records, and course offerings of the institutions they are interested in. Improper Choice Locking: Many candidates fill in their choices but forget to lock them properly. If choices are not locked, the system may automatically select the last saved preferences, which might not align with the candidate's actual interests. Not Fil

Gabe689Apprentice

asked in Portal/Knowledge Base

How do I move the "Requested for" container for service items?

Hi all,I’m trying to see if there is a way to move the “request-someone-container” out of the SideModal and into the body of service items? I’ve found a handful of footer scripts that almost point me in the right direction but have not been successful in accomplishing this. Or I’m doing it completely wrong. Any help would be very much appreciated!!! Something like this?

asked in Portal/Knowledge Base

Requesters aren't able to add CC to ticket

Hi all,requesters are allowed to add in CC other contacts from your tenant, but when they try to do it the results are the following:I’ve checked that users are allowed to do so in the Field Manager > Ticket Fields, and they are, but unfortunately it doesn’t work. Could you please give me some advice to get the CC field work properly? Thanks.

rachel.filkeyApprentice

asked in Portal/Knowledge Base

Using feedback widget on SharePoint without opening Portal to everyone?

I want to embed the FreshService widget into my SharePoint IT intranet site. I do not want to make my Freshservice portal open to everyone.How can I do this? IT would also be great if I could embed the solution only search?

1
2
3
4
...
10

Page 1 / 10

Badge winners

ushayhas earned the badge Salud, Ideator
leifraskhas earned the badge Salud, Ideator
Jaden Stuarthas earned the badge Salud, Ideator
swathiihas earned the badge Salud, Ideator
jordan11376has earned the badge Salud, Ideator

Show all badges

Powered by Gainsight

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK