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Portal/Knowledge Base

Portal/Knowledge Base

  • 273 Posts
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273 Posts
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dan.habberleyApprentice
posted in Portal/Knowledge Base
Blocking submissions from unknown users

Good Morning Guys, So we're currently trying out freshservice as a possible ITSM/MSP solution, and so far all looks pretty good. The only problem I'm having at the moment is not being able to stop unknown user's from submitting tickets/user's able to submit tickets on behalf of other users. Currently if a user/requester logs into their portal, they can edit the name of the requester to anything they want, which then automatically pings off an account activation to the email address supplied (if valid). Is there any way to limit this field so that it will only accept verified users? Or better yet hide the field entirely so that people can only submit tickets as themselves? I've got it set up so that only registered users can log into the portal, but this doesn't stop them from then being able to edit the aforementioned field, as once the ticket is submitted with a non-registered user's email, the user can then register themselves. And we don't want to block sending of the account

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magnus.dellborgApprentice
posted in Portal/Knowledge Base
Forwarding emails from a private inbox to your support portal

This does not work. According to Freshservice it's because our forwarded mail does not contain proper or any information in the header of the mail. We have latest MS OS, work in Azure Hybrid environment, MS O 365 ProPlus (E5) License.Anyone else having same problems? 

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dbrownApprentice
posted in Portal/Knowledge Base
Random ADFS SAML Issues

 Over the past few weeks we have had random SAML single-sign on issues. All of a sudden users will be redirected to the xxxx.freshservice.com/login/normal screen instead of their portal. In order to login they need to use their FreshService credentials instead of their AD credentials. We are not seeing anything in our logs and the problem will resolve itself shortly after the problem appears.Has anyone else been having issues?

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shihab_18228Apprentice
posted in Portal/Knowledge Base
Support portal fields costomisation

Hi,May I know how can we change the default support portal query fields?currently below mentioned fields are there, instead we prefer to use.NameEmailCountryCityBranchAsset LocationSubjectDescriptionappreciate your helps.

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shihab_18228Apprentice
posted in Portal/Knowledge Base
unsecured Portals

the users from different portals are able to acess any portals with their credentialsExample User from portal 1 can access portal 1 and 2 and vice versa. 

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sdietzApprentice
posted in Portal/Knowledge Base
Portal Homepage Customization

Hello,Is it possible to customize the homepage/landing page of the service desk?I find an old forum thread where it looks like a lot more customization was available in the past:https://support.freshservice.com/support/discussions/topics/308039Thanks!

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rick.lyonsApprentice
posted in Portal/Knowledge Base
End User Guides

Anyone know where I can find end user guides that I can customize and use in the faq/solution section of our help desk?How to create a ticket via email or the portalHow to track ticketsHow to create service catalog requests (found this one)How to track service catalog requestsEtc...? 

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andrew.belterContributor
posted in Portal/Knowledge Base
Inconsistent use of solution tags in end user search

When a requester uses the search bar in the portal, solution article tags are not included in the search (only the title and article content). However, when they type in the subject line of of the new ticket form, the suggested solutions tool does search the tags (which is ideal).We've found it to be a best practice to use tags for alternative search methods such as abbreviations, common misspellings, and system names (which may not be in the solution title or article body because it is the category or folder name). This allows us to avoid having those search terms visible in the solution article.

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ngriegoContributor
posted in Portal/Knowledge Base
Support Team Publishing Unconfirmed Changes

There have been several instances in the past week alone, where the Freshservice Support Team have agreed to make some code customizations to our Portal. Yet when the changes are implemented, I find that our Portal is completely missing some functions and features... This is completely unnacceptable. I understand that sometimes code doesn't work and can be troublesome to get it right, however what I fail to grasp is the lack of quality control on a LIVE user's instance. It seems as if no one is confirming the work before 'resolving' the issue. Very frustrating. Anyone else experience this as well?

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it_14069Contributor
posted in Portal/Knowledge Base
Knowledgebase embedded pictures scaled too much

Hi, this is more of an issue rather than a feature request, simply because it's inconsistent for admins and end users. If you embed a fairly large picture, for example a screenshot into a knowledgebase article, the picture get scaled so much it's unreadable on the portal for end users. The picture appears fine on servicedesk for the admin who embeds it. Either the picture needs to be full resolution, or they need to be clickable where it expands to a less scaled or full resolution version of the image.

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david.roethlinApprentice
posted in Portal/Knowledge Base
Feature-Request-Process with Freshservice

Hi, I like to use Freshservice for my Business-Users to raise Feature-Request (Application RFC / Additional Column in Report etc.) but even after hours of research and different workarround-solutions i did not find a satisfying one. What i imagine In Helpdesk-Portal the User has a custom-form to raise this request, gathering all the necessary information - the only way i found is Service-Request BUT, form Service-Request i cannot automatically create a CR. Additionally there is no way to Close SR automatically close when the manually created and attached CR is closed. I tried Webhooks but even there no satisfying solution. Does someone have a good idea or have implemented a solution/process to support this process - appreciate your help and input dave

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graemehendry
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graemehendryContributor
posted in Portal/Knowledge Base
Third Party Contacts

How do you deal with 3rd parties ? HP Autodesk Microsoft Google etc. Do you add them as requester so you can escalate calls to them ? Or do you just hold the contact info as a solution article ? Just thinking of the workflow, you need to escalate a call to HP, and the agent picks HP from a drop down, can we show that contact info for them to call, email or link to their portal.

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ryancaleb254Apprentice
posted in Portal/Knowledge Base
How to customize the Service Catalog based on User Groups

Hello Everyone,   Customizing the UI of your end user portal takes you a step closer to better customer satisfaction scores. Imagine the frustration users go through when they see a product in the Service Catalog and place a request, only to find out later that they're not eligible for it. Don't even get us started on the amount of time it wastes. Any Idea , Suggestions would be appreciated,   Thanks,   I didn't find the right solution from the internet.   References:https://support.freshservice.com/support/solutions/articles/200987-how-to-customize-the-service-catalog-based-on-user-groups installation video

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kapfelApprentice
posted in Portal/Knowledge Base
Restrict Registration Based On Domain

On the customer portal it seems like anyone can register no matter what domain they are apart of. Is there way to only allow people to register if they say only have the domain @example.com or whatever I wanted. Thanks.

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hannes.vorholzApprentice
posted in Portal/Knowledge Base
Dispatch'r not working with Service Request (Ticket)

Hello,  we are currently trying to auto-create a change using a sevice request. (by the way this would be a nice build in funktion) Therefore i created a dispatch rule which triggers a webhook (new change) when the ticket subject or description contains my special tag. The rule executes fine if I create an Incident,as Agent, but not if the ticket is raised via a Service Cataog - Service Request (which also creates a ticket) any suggestions.  For us it is essential to initiate Kind of "standard changes" by requestors via the Support Portal (as Service Request it would be Ok)

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suvashini.balashanmugam
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john.fernandezContributor
posted in Portal/Knowledge Base
Freshservice Discovery Agent

So I've installed the agent on about 10 machines in the last week or so.. this morning I went to check on them in inventory to make sure they were organized appropriately and such, and it turns out not a single install is reporting.  I have only used this once in the past as a proof of concept and it worked beautifully.  Is there some special trick I may be missing?  I am using the latest available installer from my admin portal.

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a.shafiContributor
posted in Portal/Knowledge Base
Portal customization

I want to hide "service requests"  from the portal from certain type of customers, how can i do that?

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dan.hollandsContributor
posted in Portal/Knowledge Base
Customer Portal Ideas?

Hi All, We've evaluating Freshservice and we are looking at our plans for self serve and customer views at the moment. Just wondering though whether anyone would share examples of their Customer Portals? I am not a developer in any way but wondered what was possible? It won't be too difficult to beat what we have now but any advise welcome. Thanks in advance, Dan Hollands

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garmstrongApprentice
posted in Portal/Knowledge Base
is this FreshDesk feature available in FreshService?

Forwarding emails from a private inbox to your support portalOccasionally, your customers might email your support agents directly or you might have a mailbox full of emails that need to be converted to support tickets. This can be done by just forwarding them to your support email address. Tickets that are forwarded from a verified agent's email address will be created in the name of the customer who sent the email to the agent. But when you forward existing emails from a mailbox (where this mailbox is not associated with an agent), the requester will be the mailbox and the time stamp of the ticket will be the time the email was forwarded.

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cschmidApprentice
posted in Portal/Knowledge Base
Portal Tickets

Hi All jsut wondering if anyone can expalin how to change/Add ticket fields that get displayed in the customer portal page?I can add fields to tickets in the admin area, but they are not refelected on the portal page?Thanks

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dirk.andersonApprentice
posted in Portal/Knowledge Base
Orphaned email addresses

I have set up a couple of customers. They are not showing up in my portal yet when I try to set them up again I am getting the email already taken message.I am a new customer so I accept it may be something I am doing but I do not think so.

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bill.edelmayerContributor
posted in Portal/Knowledge Base
Post phone number publicly - not logged in

Hello We're debuting Freshservice this Monday. I noticed when I have the Solutions publicly available on the portal, for not signed in users, freshservice also displays our help phone number by the "new ticket" button - like so:but, when I lock up all our solutions, I lose the phone number, like so:Any ideas on how I can post the phone number? Maybe make it visible AFTER the non-signed in visitor hits "new ticket?"Thanks!

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jessica.schnellContributor
posted in Portal/Knowledge Base
E-mail support replies creating new tickets

Our company would like to use both the web portal and offer e-mail based support.  Mail is being forwarded from our own support e-mail box to our freshService support e-mail address and creating tickets. Here's the problem. Say the customer e-mails individual B directly and CC's support, when Individual B replies to all, including the support e-mail, a new ticket is then created in Fresh Service. Is there any way around this? We would like to append the reply to the existing ticket. Thanks for any suggestions. 

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