Portal/Knowledge Base

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

5446

2 years ago

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.

495

2 years ago

phodgkinsonTop Contributor

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!

1093

2 years ago

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.

2043

2 years ago

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.

2833

2 years ago

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

7903

2 years ago

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

963

2 years ago

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.

29213

2 years ago

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?

1394

2 years ago

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

434728

2 years ago

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?

600

2 years ago

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

1352

2 years ago

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

7094

2 years ago

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

310

2 years ago

bruce.imberSkilled Expert

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.

1811

2 years ago

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Edit text in header of Support Portal

Hello,I was wondering if it would be possible to edit the Welcome message when you log in to the support portal. At this moment it says: Hi, How can we help you? But, my "challenge” for my customer is, to get the name of the requester between ‘Hi’ and the Comma (,).So, If I login, the welcome message will say; Hi Chris, how can we help you? I hope someone knows how to do this. Thanks in advance!

111216

2 years ago

aaron.ebertowskiApprentice

posted in Portal/Knowledge Base

Service Request Details through the API

First, I can connect to the API and that works great. I'm able to pull ticket details, but I'd like to use the information collected to execute some immediate remediation to an incident, or, as I'm trying to do now, use the data collected from the Service Catalog to automate a deployment. As I said, I'm able to query the API and get ticket details. They come back as follows: cc_email : @{cc_emails=System.Object[]; fwd_emails=System.Object[]; reply_cc=System.Object[]; tkt_cc=System.Object[]} created_at : 2018-10-10T14:38:22-05:00 deleted : False department_id_value : display_id : 12250 due_by : 2018-10-11T14:38:22-05:00 email_config_id : frDueBy : 2018-10-11T13:38:22-05:00 fr_escalated : False group_id : id : 3009609626 impact : 1 isescalated : False notes : {} owner_id : priority : 2 requ

158411

2 years ago

jbass007Apprentice

asked in Portal/Knowledge Base

Service Desk Orginization

We use service desk for many items, staff can request access to software, IT accessories, and use it to list all items on-boarding needs for HR. But the catalog is a mess and just a collection of all items. I made new items like “IT Accessories” and linked all accessories under that item. But i cant get them to not show up on the main page and still show up under the new group. Is there a way to make each item show up in select spots? The visible group wont work as it removes the view from everything.

1315

2 years ago

megglestoneApprentice

asked in Portal/Knowledge Base

End User Portal - Logging Incidents

The problem that i am trying to solve is that when users log incident tickets with my team via the end user portal we would like to ask them some predefined questions based on which product/service they select. Example, in the form if they select API as the category then can we use dynamic fields to ask them specific questions? Example: “What is the request you are making”. We essentially want to get as much information from them at the beginning so we can investigate and we are likely to resolve it quicker for them. Can anyone point me in the right direction on how to implement this effectively.

662

2 years ago

pierreluccApprentice

posted in Portal/Knowledge Base

How to change portal font color with stylesheet

Hi all,I’ve changed my portal header image but the font still in white and don’t really appear. Any idea how to change the text color of the header?Thanx!

3466

2 years ago

sebybjoseph143Apprentice

posted in Portal/Knowledge Base

Customize end-user portal - Show service items as one column without truncation of title and description

Hello All, I recently came across a use-case where a customer wanted to display their service items in the service catalog as a single column without the title and description of the service items being truncated.Before and after images are attached to this post. The code snippets are given below: STYLESHEET: Paste the below snippet in Admin → Helpdesk rebranding → Portal customization → Stylesheet.#catalog-list-page #catalog-list-container #catalog-list-items #list-items .catalog-item{min-width: 900px;} JQUERY: Paste the below snippet in Page Layout<script>jQuery(document).on('PageUpdate NewContent', function() {jQuery('#list-items').children('a').each(function () {var itemInfo = jQuery(this).children('div.catalog-item-info'); // "this" is the current element in the loopvar shortTitle = jQuery(itemInfo).children('h4');var shortDesc = jQuery(itemInfo).children('p');var itemFullInfo = jQuery(this).children('div.service-item-tooltip'); // "this" is the current element in the loo

3862

2 years ago

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Multiple "Report an Issue" buttons on Support Portal

Hello,For a customer i'm looking if there is a way to add multiple “Report an Issue” buttons on the Support Portal which all lead to another Form.Anyone any idea if this is possible?Gr.Chris

7188

2 years ago

elobatoSkilled Expert

asked in Portal/Knowledge Base

E-mail communication with third party vendors and their ITSM Tools

Hi everyone!This got a bit long, but I am trying to explain all of our issues and how they are connected and hopefully can be solved all together.We just implemented Freshservice to handle our internal IT operations; however, as we are a small department, we have a lot of vendors and outsourcing partners working with us. We are still the first line of support to our customers though. Usually what we do is receive a ticket from a customer by e-mail or portal, then we have communication with our customer, and if needed, we would forward the e-mail chain to our third-party vendor. They would normally create a ticket on their own systems that we would log into the same ticket and continue the communication with us by e-mail within the ticket. Customer ↔ Us ↔ VendorWith our previous system it was basically a chain of emails being handled in a “ticket” back and forth between the vendor, us and the customer. The vendor would reply to our initial request with their ticket number and then ours

100612

2 years ago

mythumbsclickSkilled Expert

asked in Portal/Knowledge Base

Freshservice Paid for themes - Are you using them?

Hi GuysJust wanted to gauge what the up take on using third party Freshservice themes is. I don't have the coding skills (or time) to DIY it and really don't like the out of the box look so I am debating going with one of the Breezy Themes. Do any of you use Breezy Themes and can share any thoughts or opinions? Thanks!

1835

2 years ago

kerwin.ZGFApprentice

asked in Portal/Knowledge Base

How to add a user to an AD security group from a sevice request.

Hi, I have a security group in AD that my agents add requestors to and that security group membership determines who receives or loses an adobe creative cloud license. Currently I have a form on our intranet site that creates a ticket in Freshservice and my agents pick up the ticket and add the requestor that security group. I would like to automate this further, by adding a service request to my portal and making users use that to request an adobe license. When they submit the request I would like for it to add the requesting user to the AD security group. This way I don’t have to waste an agent’s time with adding a user to a security. Is this possible? If so how would I go about doing that?

8805

2 years ago

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