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18 days ago

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Portal/Knowledge Base

Portal/Knowledge Base

Portal/Knowledge Base

251 Posts
803 Replies

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251 Posts

ijonesApprentice

asked in Portal/Knowledge Base

Portal Customisation - Cards

Hi,Apologies if I’m missing anything obvious, but is there any way to add additional (or edit/remove existing) “cards” that are by default displayed in the portal home page via the dynamic placeholder {{ cards }} and associated loops in portal customisation? Cheers.

ErikAlmSyneritySkilled Expert

asked in Portal/Knowledge Base

Create/add change from an incident

Hi,I got word from the advanced enablement training that it should be possible in some way to add a change to an incident. I take this should be the same way as associating the change like you do it in the agent portal. I was referred to https://api.freshservice.com/v2/#changes in order to find the supported way to do this. But it escapes me what method I’m supposed to be using.It would be great just to be able to add an existing incident to an existing change. Though my end goal would be to create a new change from a RFC via an Freshservice workflow automation via a webhook.Would be great if some light could be shead on this.Thanks!

AutomateITApprentice

asked in Portal/Knowledge Base

Ideas for designing the Support Portal

Hi Freshservice Community,I have extensive experience with ServiceNow and the Atlassian suite. However, I am relatively new to Freshservice the platform. I am looking for a repository of HTML/CSS/JS code that I can leverage to build an awesome Freshservice instance.

AdamKentonApprentice

asked in Portal/Knowledge Base

{{> ticket_filter}} - Support Portals

Looking to see if i can update the {{> ticket_filter}} in the requesters support portal?

Dj Mạnh RemixApprentice

posted in Portal/Knowledge Base

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? :)

BT AviationApprentice

asked in Portal/Knowledge Base

Adding a banner on our app login page (not portal)

I would like to add a downtime banner notification on our app login page (not portal). I have read I can do that on portal page, but I want it to show on OUR app login page. Can that be done?

mark.utherApprentice

posted in Portal/Knowledge Base

Contacting the servicedesk

Our servicedesk is running off emails and phone calls. We also receive a lot of Non IT queries ( Actually it’s our highest category each month!) .We are working on a self service portal which will include solutions and guides which should help reduce the number of emails. Just curious what other servicedesk teams are currently using as their support contact?

jpgallandApprentice

asked in Portal/Knowledge Base

Portal Customization

Hello,I would like to customize the portal by filtering the cards according to the user, the membership of a group, etc.I only know how to do it by hiding the cards with this script:<script> CARDS = CARDS.filter (function (item) { return item.url! = '/ support / approvals / pending' && item.url! = '/ support / catalog / items' });</script>Thank you for your help.Regards,

rreesContributor

posted in Portal/Knowledge Base

CNAME issues - can't rebrand

All,For the life of me I cannot get my custom portal URL to work.I've added the DNS record and TXT records but keep getting the below message in FreshServiceMain portal portal url: Required TXT record is not present or network issue with DNS propagationHas anyone had success?Much apprecaited.

mentos_blueApprentice

asked in Portal/Knowledge Base

Background color / image - Self Service Portal

Good day, how to change the top background image in Self Service Portal? I mean in my example the purple colored background.Thank you very much for your help.

Mgauvin24Apprentice

asked in Portal/Knowledge Base

What kind of Canned Response have you used to promote your Self Service Portal?

Hello,I am about rolled out our new Self Service Portal in a couple of weeks and I was wondering what others Freshservice users used as a Canned response to let employees know that their ticket can be done through the new self service portal?

paul_21211Apprentice

posted in Portal/Knowledge Base

Automating File share access request approval

Hi all,Not sure if this is the correct place for this or not, apologies if not.Is there any way to automate access requests for file shares/ shared mailboxes etc?We are looking for a way to have a dynamic list of available file shares, mailboxes etc, which the user can request through the portal.There would then be a workflow to send an approval request out, depending on which share the approver will vary, and depending on the result of the approval it will either be passed to the correct queue for fulfilment, or rejected and the requester emailed.I'm fine with the 2nd half of this, the automating rejection or approval, but struggling to get the first working dynamically.For example I understand we could do a workflow for each request, based on share name, but then we would need to add a new one each time we create a new share.So I am looking for a way for Freshservice to read a file with a list of shares, or ideally browse the server, and assign an approver to it based on which resour

mmorrisApprentice

posted in Portal/Knowledge Base

remove options from portal screen

As a K8 school district we don't need or want some of the options that are on the portal screen. How do Iremove them.

shaun.cousensApprentice

posted in Portal/Knowledge Base

How to replace Portal Icons?

Morning,I was wondering if anyone is able to assist me please? We are currently setting up our portal page with FreshService, I used to do HTML coding however it have been sometime, can anyone assist with how do I go about replacing the Portal Icons?

juan.gonzalezApprentice

posted in Portal/Knowledge Base

Trash folder under the Asset Hierarchy don't appear

Someone have the same problem?I tried to find the trash folder but it don't appearCould it be due to an update of the administration portal?

brian.starksApprentice

posted in Portal/Knowledge Base

Remove the "Add New Requester" link from here:It's not in Portal Customization / Portal Pages / New Ticket.

scott.daviesApprentice

posted in Portal/Knowledge Base

Can I customize the Service Catalog Page layout?

Apologies if this is the wrong place to ask as I'm quite new to Freshservice. I find the cusomization options quite handy to be able to set out the portal as I wish. What I can't find is anyway to customize the layout and page design of the Service Catalog Page beyond the "adjust which groups can see which service request" For example I'd like to add a text paragraph to the Service Catalog Page to explain things to our users, as well as limit the number / potentially remove the options from showing unless the user clicked the Categories on the left. I find it quite overwhelming when you click Service Catalog and all of a sudden there are hundreds of options all thrown in your face at once. Thanks! Scott.

md.aliffApprentice

posted in Portal/Knowledge Base

Requester replies via email not shown in portal

Whenever a requester creates a ticket, agent gets notified via email. Agent will then login to portal and submit a public note to the requester. Requester then will receive a reply in email indicating there is a new comment. In that email as well, freshservice indicates that "You can also reply to this email to add to your comment". When they do so, i get an email notification but her reply doesnt appear in portal. How can i ensure that any replies they make via email gets shown in their portal case as well?

kileyContributor

posted in Portal/Knowledge Base

Portal Customization

We're in the process of migrating from Fresh Desk to Fresh Service. We spent a significant amount of time customizing the Fresh Desk customer portal and we're doing the same right now with Fresh Service before we go live.We love hearing what others are doing with their portals. Do you have any cool or unique portal customization ideas that you are willing to show off?

sgrouApprentice

posted in Portal/Knowledge Base

iframe pages - can we use them

I'm looking to use an iframe on our main portal page to pull in some external content. I did a test with a YouTube video wich worked, however any HTML pages I attempt end up with stripped out tags. I'm looking to find out if iframes are supported.

rreesContributor

posted in Portal/Knowledge Base

Priority Matrix- New Customer HELP!

Hi all,I'm rolling out Fresh Service and loving it! I'm trying to create a simple, intuitive and easy to use service portal for my customers to submit incidents. Originally I was not going to expose impact/urgency and only offer the end user to select a priority, however, in looking at the priority matrix it's pretty cool! Hopefully it can help in determining true priority by exposing this to the end users.This brings up a few questions... I think just listing Impact/Urgency to an end user is not effective as they'll not really understand this in terms of ITIL speak. So I Was going to list Urgency as "how soon do you need this resolved" and could use some help in how to turn "impact" into an english phrase that my end users would understand.Lastly... is there a way to remap high/medium/low to real world terms? I'd love to change urgency from high/mid/low to something like very ugrent, somewhat urgent, not urgent etc... same for impact...Thanks,Robert

leigh.websterContributor

posted in Portal/Knowledge Base

Scroll bar on solution articles always shows

When viewing a solution article in the customer portal, it always shows scrollbars on the right and bottom even when they aren't required.The solution article shown below contains very little text and requires no scrolling. However, the scroll bars always show.

jonathan.houstonApprentice

posted in Portal/Knowledge Base

API: Request forbidden by administrative rules

I have Account Admin rights and I am using the APIKey.When calling the api locally from my development pc the api will work.When calling the api from azure I get 403 Forbidden Request forbidden by administrative rules.This has been working for the past 3 weeks and 2 days ago it started failing. Has anyone come across this issue before and possible have a solution. I have looked all over the portal for an settings for this as well as googled.Thanks!

jstlaurentContributor

posted in Portal/Knowledge Base

Freshservice for Facilities or HR? Advice?

We are considering adding another department to our Freshservice portal - Facilities to be exact and I was wondering if anyone else has done this and how is it working? We think the idea of a central Service Management system for employees to use makes sense from multiple perspectives - one account for users, consistency of process and experience, ability to check open tickets for not just IT but another department, submit multiple tickets. There is also some tickets such as AV, Room setups, employee moves that would work better as one ticket and handing out tasks for various components - of course this would all be automated through rules and using the Service Catalog. I think the reporting would be okay and work as well as ticket views to keep everyone focused on their items/department. The home page that shows general stats is nice to have and we monitor and now this will be tougher to keep a close eye on if multiple departments are using it. Facilities has high value assets a

luke.mackenzieApprentice

posted in Portal/Knowledge Base

Live chat on freshservice portal

I am trying to embed the freshchat widget onto the portal for fresh service. But I can't seem to get the codes to work wherever I put them.Has anyone been able to get this widget to run, and can you point me as to which sections in the portal the two required codes need to be added.Cheers

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