Portal/Knowledge Base

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.

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.

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!

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 loop var 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 l

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

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 ↔ Vendor With 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 ou

Hi Guys Just 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!

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?

Hello All, is there a way to hide specific Menus like “Solutions’ or Service Catalog” in the header of the portal. What is “menuitems” refering to in the following Header code.. <ul class="topbar__tab-menu"> {{#each menuitems as |menu|}} <li class="topbar__tab-item"> <a class="topbar__tab-link topbar__link {{menu.class}}" href="{{menu.url}}" {{#if menu.external_image}} target="_blank" {{/if}}> {{menu.text}} </a> </li> {{/each}} </ul> Thanks for your help !

Is anyone using third party integrations to enable multiple requester ticket forms? Use case is to encourage/enforce collection of required data for common cases. Example Scenarios Requester logs case for an email bouncing back - include sent to address and date/time sent. Requester logs case where an order is fails to integrate to a third party- include order number… Perhaps even the ability for check boxes to prompt the requester to confirm they have checked common causes (have you checked email address is correct ...) Regards, Andrew

I'm using AirWatch as an MDM Solution to push down the Freshservice App to our users and I was curious to find the Helpdesk URL Configuration Strings/Information so I can pre-configure that so my users won't need to search/ask for it. I feel as if I just need to know the Configuration Key in the App for the Helpdesk URL so I can enter in its value.

I am wanting any information that people have for embedding our Freshservice portal into our School Intranet. We are being blocked by an Xframe Options issue. Any help is appreciated.

We are looking to switch to MSP mode in order to provide alternate portal for different areas of our organization. We wanted to confirm that there would be no impact to the current portal, tickets, changes etc other than the properties being adjusted for Company and Customers. Essential when switching to MSP, does it affect anything in the current environment such as workflows, open ticket, . . . Didn’t want to flip the switch to find out the portal and content we have been using for nearly a year would be adjusted other then the two property names.

Greetings, When trying to access one or our 9 portals we get this error message. “ Access Denied You are not authorized to access this account. Contact your Freshservice administrator.” Talking to support, this is default behavior. I’d like to allow for multiple portal access while on the same browser window using the same agent login information. Support asked me to post this as a feature request.

Hi, Has anyone managed to hide the name of the assigned agents for the requester in the portal and ticket views? We would like to avoid that the Requester take direct contact with the assigned Agent as that disturbs operations. Possible by a setting or by configuring the portal html and css?

Hi FreshService community, Just wondering if anyone has come up with ways to ensure that a bundle item is selected when information in the fields are entered? Too many times now we have requests come through from users who enter in the fields and submit the request without checking the box. It stands to reason that selecting the item and completing the form means the user is requesting that item. Any help will be appreciated. Cheers!

I have to add a Offboarding button next to the Onboarding button in the Freshservice customer portal. Is it possible and if so how? Please refer the screenshot to know how it should look like.

I am looking for a way to see what Requesters search for in our Freshservice support portal. Does anyone have a way of seeing this information? Even if we could get something like the the top 10 searched items/terms in the support portal would be awesome. This would let us identify what to focus on to meet requester demand. We use Google Analytics but I don’t see any data related to what is entered into the search field. Any help would be greatly appreciated. Thank you 😊

Will it be possible in the future to change portalpages within Fresh for other pages than: General pages Portal home New user signup Search Search layout Search results Solutions Solutions home Article list Article view Solutions category home Tickets New ticket Ticket list Ticket details Announcements Home View Approvals Pending Approvals Or is it possible to edit this list and am i missing something?

Hello all, By default, a list of onboarding requests with pending approvals are displayed on the home page of our customer portal. I’m wondering if anyone has done customizations to include Onboarding requests in progress. I’m looking to display all of the onboarding requests that are still outstanding instead of just the ones with pending approvals. I’m aware that these can be accessed through the dropdown but looking to make them more accessible. Thanks!

Hi. I just want to report something weird we have this week. Requesters can use the CSAT to add a “note” to agent which is perfect, but a LOT of tickets have the CSAT doubled: Anyone know why?Its kinda weird and occured on multiple devices, browsers. I also see: not granted private note EACH TIME a user use CSAT on mobile device, but I have the rights to see satisfaction survey. Thanks and have a nice dayYou can contact me if you want to see it live or more details and if you need to connect the the portal.

Hey everyone, I hope you’re well. Like many on here we’re preparing to return to the office. Our customers have requested the ability to book tech support appointments and this functionality to be on the self-service portal. Freshservice doesn’t offer this functionality so I wanted to see if anyone has had any success with 3rd party tools that integrate to the portal?

When we first installed the ServiceBot in Teams, it would allow users to enter data into forms from within Teams. Now it is forcing everything out to the Portal. I am well aware that this is expected for certain form types, but it happening for everything. Is anyone aware of a setting which might be causing it to default to always go to Portal? Many thanks

My users are totally confused about the difference between “Report an Issue” and “Request a Service” on our portal. We want our users to ONLY use Request a Service for IT Requisition items and NOT to report an problem with a piece of hardware they already have. How can I customize/rename the Request a Service section card? I’ve reviewed the customization and all I can find is the HTML below. How do I adjust the card data behind this? What I specifically want to achieve is to rename “Service Request” with “IT Requisition” and change the text from “Raise a request for a new device, software or service” to “Create a requisition for IT devices, software or services.” <section id="cards-banner" class="banner-{{cards.length}}"> {{#each cards}} <a href="{{url}}" class="card" {{#if external_image}} target="_blank" {{/if}}> {{image src=img alt="" role="presentation" class="elem-inline-mid" }} <div class="elem-inline-mid"> <h3>{{title}} {{#if external_image}} {{image src="/images/portal_v2/open-

I do not want non-employees to see the service catalog on the portal when they log in. Is there a way to make that link visible only to employees when they log in? I would prefer it if the only thing non-employees could do is create tickets, respond to tickets and view kb articles that we have made public. Thank you so much for your time!