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Portal/Knowledge Base

Portal/Knowledge Base

Portal/Knowledge Base

250 Posts
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250 Posts

edward.kimSkilled Expert

asked in Portal/Knowledge Base

In 'Rebranding FreshService page' in Admin, when I go into 'Preview' mode and use 'Searching' box, no results show up

Hello, Is this a normal behavior? So, when I go into ‘Rebranding’ then go into ‘Preview’ mode, I see buttons and Search box. Now, I tried typing in few keywords into the Search box but no results were shown. Is this a normal behavior for ‘Preview’ mode? If so, is there a way to check/control what info is being shown to the users when they use the Search box (when a new branding is Published)?

JanUfoTop Contributor

asked in Portal/Knowledge Base

Different Support Portal, solutions and Fields - is possible?

Hello, Is it possible to create different support portals depending on the organization? Each organization requires different tickets, solutions and fields. Mixing everything together will be a nuisance for users, especially since each organization uses a different language.That is why we would like the support portal to have a different look for each organization.

MartinDGSkilled Expert

asked in Portal/Knowledge Base

When a cc'd user is added can they view those tickets in their own ticket area

HiThis is for FreshserviceI noticed that when users are cc’d into tickets they can only reply to a ticket by email where as it would be good that when a cc’d user is added they then have access to that ticket under there own ticket area in the requester portal. Also when replying by email or if they click the link they are supplied they get a kind of cut down version of the ticket but with none of the fields that were originally filled in much like below which was just a test sample. Is there a way to add the information into a cc’d email now to the body of a request or incident or can this be done. The managers and users who are added in to the email don’t actually have any context what they are being cc’d into unless i guess somebody adds it full manually to the email that comes from a response.

edward.kimSkilled Expert

asked in Portal/Knowledge Base

When using 'Portal Designer', is there a way to remove 'Onboarding requests'?

Hello, we are looking to use Portal Designer which makes the pages look very modern. One thing is that we have been looking to remove this ‘Onboarding requests’ because we use another service for that purpose. I looked into the html coding but i have been having trouble locating it. Would the best option to hide the display by updating the css?

Maxime MoreauApprentice

asked in Portal/Knowledge Base

Custom card for specific requester

Hello community,I search how can I hide/show a custom card for a specific requester ?Like the onboarding process, but for the leaving process.Have a nice day !

FSEnthuContributor

asked in Portal/Knowledge Base

Support Portal custom image

I want to add single large image as a background of my FreshService Support portal. Currently I can only add section wise. Which is duplicating the image. I just want one Single Background from Top to bottom.How do i do that?

ChrisFApprentice

asked in Portal/Knowledge Base

Neo Admin Center - 6 months of pain

Hi all,I wanted to start an open discussion about the Neo Admin Center (AKA: OrgV2). We were asked to ‘upgrade’ to the Neo Admin Portal in August ‘21 and have been struggling with it since. These three major problems are creating a lot of extra work for us:Customers not receiving activation/password reset emailsThis is due to these emails being sent from freshworks.com. Before the Neo Admin Center these emails used our domain to send these emails. Many of our customers block emails from freshworks.com. The outcome of this is a large increase of tickets to resolve such issues. I would be interested if anybody else has experienced this.Customers asking for confirmation that a password reset or activation email is legitimateWhen a customer activates their contact or asks for a password reset they receive an email from freshworks.com with nothing in the body of the email to identify that it’s from us. This leads to them raising a ticket with our Customer Support asking to confirm this. Bei

FSEnthuContributor

asked in Portal/Knowledge Base

Freshservice Custom Stylesheet for End User Portal.

I have added Custom Section with three Cards in it with each of them with the link of one service Item..However, I would like restrict the visibility of the newly added section only to a particular Requester group or an Agent Group.How do i do that?

obsidianreqApprentice

asked in Portal/Knowledge Base

Send SMS when new solution is posted?

I see there is the ability to use Twilio and Zapier when building out ticket workflows, but is there a way to send an SMS to users when we’ve posted a new communication / solution in the help desk?Or am I left programming a custom webhook for these?

maloktSkilled Expert

asked in Portal/Knowledge Base

URLs in KB Articles Spill outside Article Tiles

How do we fix an issue where text (maybe it’s just URLs?) that spills outside the Article tile, when the browser page is not full screen?

maloktSkilled Expert

asked in Portal/Knowledge Base

Knowledge Base - Set URL to Specfic Category

Can we change the link behind the Knowledge Base button on the portal home page? We want it to go to a specific Category when users click into the Knowledge Base. For instance, we have hidden the “Popular Articles” category from the menu list, but the page still defaults to showing only Popular Articles./* hide "Popular Articles" from Home > Solutions page*/#solutions-category-list > li:nth-child(1){ display: none;}We want the “User Portal” category to launch as default when clicking Knowledge Base from the home page, so can we take its URL and set the home page Knowledge Base button to that instead?

maloktSkilled Expert

asked in Portal/Knowledge Base

Hide "Was this Answer Helpful" From KB

How can we remove/hide the “Was this Answer Helpful” from the bottom of each KB article?

Brian YardeApprentice

asked in Portal/Knowledge Base

Create flow to connect to FreshService knowledge base search

Hi, I will like to create a flow that connects to FS via api. From that a Power VA bot wil call that flow to respond to input from flow.

jwieseContributor

asked in Portal/Knowledge Base

Do Freshservice Solution searches use keywords or tags?

We had last heard that Freshservice solution tags and keywords were going away (being deprecated). And that the best way to get a solution found in searches was the title and 1st 400 words in the body. Please confirm/clarify.

Marc LBBWApprentice

asked in Portal/Knowledge Base

Setting up Change Management

We implemented Incident mgmt. and I’m now setting up Change Management in FreshService. I have two challenges at the moment I could use some help with: Approvals at specific phases. So I made a few different workflows such as minor change and major change. They have different phases set up in “Change Lifecycle”. And require different approvals. I set up CAB and other approval groups. To go from one phase to the next I can manually select “request approval” but I want the workflow to automatically add approvals before going to the next phase. So not optional (manually) but mandatory (automatic). In the transition to a next phase I can add a condition that “approvals are approved” but I cannot make it mandatory. In short: how do I add mandatory approvals for transition to the next phase in CM?Agents can “request for change” on their main page. And they will see all change fields that can/must be filled up. Requesters can only submit a change through the requester portal. There only a few

MacMurdoSkilled Expert

asked in Portal/Knowledge Base

Customizing Navigation Menu in Portal

AfternoonWe would like to move the menu in the customer portal from the upper left to a list in the header, something like this:Current MenuWould like it hereAny ideas please.Cheers

JnovozinskyApprentice

asked in Portal/Knowledge Base

Approval Portal Details

Hello,I am having an issue where service requests submit via the portal are not showing BOTH the details of the service request and all the comments, replies, and public notes included in the ticket.The portal approval link only shows the details of the requested item:The public ticket link does show the comments, replies, and public notes, but does NOT show the details of the requested item, nor does it provide a way for the approver to approve the ticket: I need a way to have just one landing page that shows all of the following:The details of the requested item The comments, replies, and public notes within the ticket A way to approve or reject the itemIs there a way to do this? Either via some built in Freshservice setting or HTML?Thanks!

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.

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?

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?

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.

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?

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.

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

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.

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