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Portal/Knowledge Base

Portal/Knowledge Base

Portal/Knowledge Base

250 Posts
797 Replies

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250 Posts

ComputerGuy7Apprentice

asked in Portal/Knowledge Base

Knowledgebase, Solutions - need better draft management

I am curious if other are running into the same issue we are having with editing solutions in the knowledge base of Fresh Service. Things we are seeing:the moment an edit starts, the article goes into draft mode. this makes it not published and people cannot see the previous published version. If two people edit the same article at the same, only the changes from the last person to save are kept. Articles do not lock while editing to prevent this. We are moving a lot of content into Articles right now. articles are constantly going from published > draft > awaiting approval > published > (repeat). People cannot find the content when it is draft or awaiting for approval. This is a problem for us. I submitted an idea, but nobody has up voted, so maybe I am the only one affected by these deficiencies.

MaxRApprentice

asked in Portal/Knowledge Base

Service Request - Multiple languages

Hello all,i know that the idea of a mulit language support of service articles is already there. Cause there wasn’t any reply for it I would like to ask how you solved the issue of multi language services?Did you only create the SR in one language and all have to follow or is there a easy solution which displays the SR according to the user language?Thanks in advance!Max

DcurtApprentice

asked in Portal/Knowledge Base

Switching to V2

I’m looking how I would switch my portal to V2. I see under ServiceDesk Rebranding there is an option for the no code editor, but I would not like to use this. From looking at my GUI I can see I am on V1.Anyways, this article seems to state there is a V1 and a V2 and you can upgrade from either one to the no code editor. Not looking for that, just looking to go from V1 to V2.No code portal availability with a trial experience : Freshservice

christian.mentorSkilled Expert

asked in Portal/Knowledge Base

Removing word-break from service item names

i’ve been playing around with the stylesheets to customize the look of our service catalog, but I haven’t quite figured out how to edit/remove the truncation of the Item Name or Short Description fields (pictured below).Has anyone had any luck with this?only two letters are missing (“Requests”), but it truncates anyway I do see word-break assigned to the element, but modifying/removing it does nothing.

AndyRussellSkilled Expert

asked in Portal/Knowledge Base

Support Portal security, preventing spam and impersonation

Hi, we already use whitelisting to prevent any email address logging tickets via the portal but how do others prevent impersonation either for malicious purposes (password resets) or from outsiders for the purposes of spamming the ticket queue? Any other thoughts on the area around securing the portal? Our primary concern is impersonation but also spam volumes.I’ve even seen a forum article in this community about solution articles feedback being used as a spam route in

jfwilsonApprentice

asked in Portal/Knowledge Base

Secondary Email Mapping

I’ve seen a couple of forum threads through searching, but have not been able to find resolution. We have a different UPN than we do primary SMTP address. As a result, when provisioning accounts in advance via Azure provisioning, it creates their Freshservice account utilizing the UPN/email address. So the user already has an account since it’s been provisioned prior to them accessing the portal or otherwise initiating any action that would trigger account creation.When they email into the support address, it will create another account for them using the primary SMTP address. I know that I can merge these, but it’s rather cumbersome. The other option I see is to manually add the secondary email address. Is there a way that I can automate this via mapping attributes or otherwise? I don’t want to have to remember to do this for each new user.

AndyRussellSkilled Expert

asked in Portal/Knowledge Base

Customising ticket fields - Company field missing

Hi, I’m customizing the ticket fields to our needs but the main Company field doesn’t show up as something that can be filled in when creating a ticket, despite all the visibility boxes being checked. This is the lower one on the screenshot. So I added a new field with same data source (Companies) (top one on the screenshot) and it shows up and works correctly. Am I missing something obvious? I can’t remove the default company field as it’s a default field but it just doesn’t appear. Also when I drag and drop a new field with ‘pulldown’ type for population it just becomes a standard text field with search to fill out from data source.

amcafeeApprentice

posted in Portal/Knowledge Base

include ticket history in email conversations

Is there a way to include all previous agent/requester replies and public notes on all email conversation on a ticket?Right now we're just using the default email template, so when an agent or requester responds to updates on the ticket by email, the other person only can see the content of that single message and has no conversational context of the ticket history without going back into the Freshservice portal.

pproostSkilled Expert

asked in Portal/Knowledge Base

Customize New Portal

Hello, We are using the new portal and want to make a small customization to the ticket list, which is displayed on the end-user portal. In the old portal if a requester had access to view tickets of other departments, the requester saw who created the ticket.“Gemaakt door (Created by)” in the printscreen below In the new portal this feature isn’t available. You see there’s no “Gemaakt door/Created by” field. So I went to the ticket list template and tried to add the “Requester Name” field.But this fields always seems to stay empty as it doesn’t show up if I Save/Preview/Publish the portal.If I for example drag the subject field in the template it shows up just fine. I also logged a ticket for this 2 weeks ago with Freshservice but I haven’t received an useful answer yet. They only want to send me to a SI-Partner to pay for this integration which seems overkill to me… Can someone confirm if this also doesn’t work in their new portal? Any Ideas for a workaround because it’s a feature

skscCommunity Debut

asked in Portal/Knowledge Base

Are the user-searchable Keywords able to be viewed, listed & maintained by admins?

Is it possible for administrators to access, list, and manage user-searchable Keywords as is currently available for the internal Tags? This capability is essential for maintaining a clean and organized keyword database, enabling administrators to make informed decisions based on search trends and user behavior analytics.

philip.eplingApprentice

asked in Portal/Knowledge Base

Can the text of a Solution Article be automatically added to a ticket note?

I’ve so far been using links to my solution articles as notes in my tickets via Workflow Automator, however, the CIO wants the static text of the article added to the ticket every time (since the article text could be changed at a later date and would thus not reflect what the agent was instructed to do at the time the ticket was worked). I know that the agent can manually insert the text of a solution article into a note/reply, but I was hoping it was possible to use Workflow Automator to perform this step instead. Any thoughts? Thanks!

todd5903Skilled Expert

asked in Portal/Knowledge Base

Keyword vs. Tag in Solutions

When creating a solution article there is a field to enter Tags as well as a filed to enter Keywords. I am trying to understand what the difference is between the two. What do I use Tags for and what do I use keywords for?

James@RahiApprentice

asked in Portal/Knowledge Base

{{approval.portal_url}} & {{approval.url}} take user to the wrong portal link

In MSP mode and have multiple portals setup.When creating an approval email template using {{approval.portal_url}} & {{approval.url}} each placeholder creates a link which takes user to the wrong portal. Regardless of the approval users company or domain, when you use these placeholders, they default to a portal of the systems choosing. How can you send an approval link someone who only has access to a certain portal?

josh.martinApprentice

asked in Portal/Knowledge Base

Service Item - Request For being a lookup

Is it possible to have the “Request For” field in a service item be a lookup of contacts instead of a string field needing an email address?

seanwilkinsonApprentice

posted in Portal/Knowledge Base

Change the "Enter your search term here..."

What's the best method to change the "Enter your search term here.." to something else? I'm assuming it's somewhere under the portal pages code, but I can't find it. Can someone point me in the right direction? :)

jlambertContributor

asked in Portal/Knowledge Base

Displaying Solution Categories

Is it possible to show more than just the Workspace / Category when searching for a solution from within a ticket? Currently we only see IT (workspace) / IT (folder). We need to see the next level folder that these articles reside in.

dudeman123Contributor

asked in Portal/Knowledge Base

Portal Spam is out of control!

In admin portal settings we have captcha enabled to stop spam tickets (emails) however, it’s not working whatsoever. It’s getting worse and worse every month, and the quantity of SPAM tickets has gone up 4x in 2 months, I have emailed support multiple times about it, and they essentially say “It’s SPAM, so we don’t know how to stop it”. This isn’t really a response.Has anybody else notices this escalating problem. We’re at the point that we are preparing to leave FreshDesk if it continues like this.Is everybody else having the same experience?

jeffliangApprentice

asked in Portal/Knowledge Base

Google CAPTCHA is too small in support login page

Google CAPTCHA is too small in support login page, it seems cannot change html in login page(using {% snippet login_form %}).How do i fix it?display error

NinaworksSkilled Expert

asked in Portal/Knowledge Base

Show newest published Articles on the support 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?

Kamil_WenApprentice

asked in Portal/Knowledge Base

Onboarding - Send via email after added attachment

Hello,I added attachemnt filed to Onboarding template.It is possible to send added attachments via email or link to this attachemnts?I try it in workflow but I can’t see this function (only text fields from onboarding).

lee.cliffContributor

asked in Portal/Knowledge Base

"Code View" in Solutions (Knowledge Base) for FreshService doesn't do anything?

Freshservice’s “Code View” seems pretty redundant. I make an adjustment and it doesn’t save any of my changes. What’s the purpose of the article-by-article Code View if you can’t make any granular changes? (Honest question, I’m sure that could sound snarky but it’s not :-)). To clarify, I can edit <p> text </p> the “text” of that paragraph, but I anytime I try to modify the styling already there or add my own, the save just clears out the information I have put in.

Patrick GSkilled Expert

asked in Portal/Knowledge Base

Portal customization based on requesters departement?

Hi, I serve 2 different company with Freshservice (which are in the same business group), and i’m wondering if I can customize the feel and look of the portal for each of them. I know this can be done with MSP, but I don’t want to lose workspaces and business agent capacities. So, is there a way, directly in the code, to say ; if the requester departement = X, display this hero banner? Many thanks!

michaelmartelSkilled Expert

asked in Portal/Knowledge Base

Separate Card on Portal for Workspace

We just brought up another workspace for our HR team. Is it possible to have a separate card on the portal for their Service Catalog items?

katerynabbApprentice

asked in Portal/Knowledge Base

How can I export articles/solutions information from Freshservice?

Hi Team, I need to export data on the articles/solutions we created in freshservice. I need creation date, title and other possible information. Could you please advice how to do this? If only API option is possible, could you please help me with an example request? Thank you

Kamil_WenApprentice

asked in Portal/Knowledge Base

Inform department about reported issue

Hello.Is there any way for the requester to inform his department about the reported issue?I have about 20 departments set up and each department has between 3 and 20 employees. It often happens that the problem concerns the entire department and users report the same problem several times because they do not know that someone has already reported it. When the department received such information it would know that the problem also occurs in others users.I added a checkbox on the report issue fields and then tried to build a workflow that would send an email to the all users in his department after checking the checkbox.But unfortunately I don't see a options in workflow like "send an email to the department" or something similar.I can only set send email to Department Head or Reporting Manager. Or enter each user manually which is not efficient because after each change of users in the department, I must remember to edit the workflow. Which will not be pleasant with about 150 employee

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