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Portal/Knowledge Base

Portal/Knowledge Base

  • 214 Topics
  • 722 Replies

214 Topics

P
Top Contributor
pcookeTop Contributor
asked in Portal/Knowledge Base

Dealing with a large number of items in the service catalog

We are currently trying to design our service catalogue in our new customer portal and are really struggling with software in the catalogue. Our current system is an intranet page where people scroll through nearly 100 items in a single list, which is not a great user experience.  We have reviewed the current list and got it down to about 60 items but it’s still a lot.  We’ve tried to think up categories, so we can display it better but it’s hard to define in terms of what the customer thinks a piece of software belongs to category wise!   We will obviously be using the main search functionality, which should help, but I just thought I would ask the community how they have tried to get around this problem? ThanksPhil.

6
Preethi S
Community Debut
1 year ago
M
Skilled Expert
MariamPSkilled Expert
asked in Portal/Knowledge Base

sending notifications to external parties

Is there a way to use Canned responses to inform a group of people (who don’t use freshservice) of information they need?for example our payroll team need to know of new starts and doing this within freshsevice would be great.we could setup recipients, the email body (which could be customized) and send it within Freshservice. If not possible in canned responses, is there another way to achieve this?

4
Roxwell
Community Debut
1 year ago
M
Skilled Expert
maloktSkilled Expert
asked in Portal/Knowledge Base

How to determine which Portal Version?

This is probably a dumb question, but I am seeing several articles that differentiate between Portal Versions.  We are new to Freshservice, so I’m assuming we have Portal v2, but how do we check which version we’re using?

3
Tim13
Community Debut
1 year ago
M
Skilled Expert
maloktSkilled Expert
asked in Portal/Knowledge Base

Freshservice Knowledge Base List Customize Article Grid View?

Is it possible to remove or rearrange the columns on the Article table list view?  We don’t care aboout“Helpful,” “Not Helpful,” or “Views.”  When viewing the non-maximized page, we have to scroll past unwanted columns to get to ones we prefer.  

1
M
Skilled Expert
1 year ago
M
Apprentice
Manuel007Apprentice
asked in Portal/Knowledge Base

Freshdesk Knowledge base data erased

Hello all,we have accidentally deleted articles or folders in the knowledge base, is it possible to retrieve them or are they irrevocably gone?

2
B
Skilled Expert
1 year ago
D
Apprentice
Daniella_MosesApprentice
asked in Portal/Knowledge Base

Freshservice - find knowledge article from incident page

Is it possible for agents to see related knowledge articles for incidents. Example if a knowledge article has a phase TAG  or Keyword, and this existing in the incident does Freshservice make the association for the agent? This is when an incident is already created and for the agent, not the requester. 

2
T
Top Contributor
1 year ago
EricRoeland
Skilled Expert
EricRoelandSkilled Expert
asked in Portal/Knowledge Base

Mulitple portals FreshService

Hi All,as a starter with FreshService a see the option to add multiple portals. This might be an option we like the use.But I get an error when I enter the URL for this portal. Whatever I fill in generates an error.So what do I do wrong?Hope to get some help from you as experienced users.Regards,Eric

6
EricRoeland
Skilled Expert
1 year ago
A
Apprentice
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

1
afautley
Skilled Expert
1 year ago
M
Skilled Expert
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.  

8
M
Skilled Expert
1 year ago
M
Skilled Expert
maloktSkilled Expert
asked in Portal/Knowledge Base

Search Field on Community Page Doesn't Work?

Is it me, or does the search function in the forums not do anything when you hit enter?  I’ve tried in Chrome and Edge.

5
alyssia.correa
Community Manager
1 year ago
P
Contributor
phodgkinsonContributor
asked in Portal/Knowledge Base

Teams App of Client Portal?

Hi All,This is not a question about the ServcieBot for Teams, I’m aware of it and it’s functionality. We already use it and it does what it does pretty well.What we’re looking to do is for each of our customers, create a Teams App that is basically a wrapper of the specific Client Portal that we have created for them. We can have a channel and add it as a Tab, but we would really prefer to have it as a top level App icon in the left side of their Teams app.  We have SSO with Azure setup for each of our clients that we want to do this for so in theory the experiences should be pretty seamless, again that’s in theory.Before I go down this path and try out the Teams App Studio for the first time, has anyone else tried this with any success? Does it possibly exist in some form, somewhere that I just haven’t been able to find?Thanks in advance!

2
M
Contributor
1 year ago
G
Top Contributor
gdavid16Top Contributor
asked in Portal/Knowledge Base

custom page

i saw a previous post (3yrs ago), but any option to build a custom page in freshservice?it would be great to create more customized forms, also to display data that isnt available in freshservice.  

3
scroogee
Community Debut
1 year ago
M
Apprentice
mcaronApprentice
posted in Portal/Knowledge Base

Fresh Service Chat Bot

Is it possible to have the classic portal come up as default with the bot in the lower corner as it is here. What would the parameters be to make that happen? My users are all over the place technically and having them switch between the classic portal and the bot just would not work. 

3
Buyinza shabani
Community Debut
1 year ago
L
Apprentice
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  

0
L
Apprentice
1 year ago
sgutierrez
Top Contributor
sgutierrezTop Contributor
asked in Portal/Knowledge Base

Portal customization: Title color, card color, card title color

Dear community,I am trying to customize the end user portal. I would like to have:Title of the portal which is in white → change to black color Title of the cards which are in white → change to black color Cards backgound color which are in white → change to light blue color (#0083BE)What is the code I need to change those and where I need to place it?Thanks

3
eeha0120
Skilled Expert
1 year ago
Issam.ben.khelifa
Apprentice
Issam.ben.khelifaApprentice
asked in Portal/Knowledge Base

Adding views in self service Portal

Hi All,Is it possible to customize the tickets view on Self Service Portal ?I need to add specific views for Incidents et Service Request with specific filter.ThanksIssam

3
A
Community Debut
1 year ago
PatrickMurphy
Skilled Expert
PatrickMurphySkilled Expert
posted in Portal/Knowledge Base

FreshService Portal

So is anyone else having issues with their FreshService portal today?I don’t see any postings here in the community for an outage, nothing on their website but I filed a ticket with support and they sent me a link that does not resolve either.Trying to figure out if it is “just me” or if there is a real issue.

13
PatrickMurphy
Skilled Expert
1 year ago
ammon.nelson
Skilled Expert
ammon.nelsonSkilled Expert
asked in Portal/Knowledge Base

How do I change the order of what the options chatbot provides?

When I use the Chatbot, among the first selection options it provides, the Service Catalog is first (left to right). I want the first option to be to create an incident (Question/Issue).  How do I change the order of what the Chatbot shows?  Can I change the wording of these options as well?

4
chanley
Community Debut
1 year ago
V
Apprentice
V.WestbergApprentice
asked in Portal/Knowledge Base

Customize end user portal

I have been looking for a solution to change the look for my end user portal. It appears that my HTML is missing the key elements to change the look of my buttons. I would also like to change what they say. Fresh Service PRO - Trial (contract paid for Dec 31 activation) Side note - if anyone has code they would like to share I would love to see what could be done

28
D
Community Debut
1 year ago
N
Contributor
nonfatyogurt19Contributor
asked in Portal/Knowledge Base

Sort by Requester of Request for some else

I’m building out some automation for a self service password reset for users. We’re using the Azure Orch to perform actions on our tenant and I’ve come across a potential issue. If someone is requesting a reset on behalf of someone, assuming that they cannot login to their machine, I would need to branch the automation to either use the requester email placeholder or, in the case of request for someone else, use the request for email placeholder and pass that along to the azure app We use the chatbot as the primary portal page and while I can edit the CSS to hide the ‘request for option’ in the classic portal, it does not hide it in the chatbot portal. If I could completely hide it, I could just add a custom field asking for the user needing a reset and always pass that result along to the Azure app but so far I haven’t found a way to hide it for the chatbot Is there a way to filter this variable, either with an expression or some other way that I’m not seeing?

0
N
Contributor
1 year ago
M
Skilled Expert
martin.jSkilled Expert
asked in Portal/Knowledge Base

How to better direct users to Freshservice Annoucements

What are people’s techniques to better direct/indicate announcements to users/requesters to try and reduce tickets being created. (without ticking the ‘send via email’ option :))We add known issues as announcements, but the default banner on the portal homepage is not obvious enough, and only shows the latest announcement (and users aren’t going to click ‘Show all’.) We have changed the banner to RED to try and stand out, but we have a LOT of mobile only users, and the announcements in the mobile app are a hidden function that no user in their right-mind are going to go there each time to check if a known issue. Interested to see what other people do Thanks

2
M
Skilled Expert
1 year ago
M
Apprentice
mwagnonApprentice
asked in Portal/Knowledge Base

Support Portal > Service Catalog customization help

Greetings. I would like to hide some service categories from view when users browse the service catalog. I was able to accomplish this by adding the following code, which I was able to put together using various posts here, to Helpdesk Rebranding > Customize portal > Page layout. <script type = "text/javascript">var cur_loc = window.location.pathname, req_loc = "/support/catalog/items";if (cur_loc == req_loc) { jQuery(document).ready(function() { jQuery("[data-id='"+21000249967+"']").hide(); jQuery("[data-id='all']").hide(); jQuery("#catalog-list-items").hide(); jQuery("<h3>Please select from one of the categories on the left.</h3>").insertAfter("#catalog-list-items"); jQuery("#categories-list").click(function () { jQuery("#catalog-list-items").show(); jQuery('h3:contains(Please select from one of the categories on the left.)').hide(); }); }); }</script>However, I have run into an issue where the changes only appear when

4
zachary.king
Skilled Expert
1 year ago
Dani
Apprentice
DaniApprentice
asked in Portal/Knowledge Base

Customised Popular Services for requesters

Hi All, Is it possible for requesters to choose their own popular services in the front end portal.  Also, do you know how I can configure the list of popular services or do they automatically appear based on most used service requests.  ThanksDani

0
Dani
Apprentice
1 year ago
B
Top Contributor
bruce.imberTop Contributor
asked in Portal/Knowledge Base

Onboarding requests

By default, a list of Onboarding requests with pending approvals are displayed on the home page of the support portal.  This list is only viewable by the person who created the initial request.  When this person is on PTO, we have no way to see this list.  We are unable to Assume their identity as they belong to Restricted groups.Has anyone come up with a way to see this list?Thank you.

1
PatrickMurphy
Skilled Expert
1 year ago
J
Apprentice
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.  

8
Anssi Salminen
Community Debut
1 year ago

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