Portal/Knowledge Base

Hello FreshService Community! We have been in the process of rolling out ITIL framework and FreshService to our five internal IT teams (Network/Support/Development/PM/AV) and in the process, each team has started to delegate incident and service related items in different ways. Some are using child tickets exclusively, some are using tasks exclusively, and others are using a hybrid of child tickets and tasks. We have run through a few scenarios, and have worked with each of these individual areas and have found their point-of-view (visibility/organization/flexibility) of each to be valid. However, when it comes to reporting and communication between each of them, we run into inconsistent data and visibility, respectively. This causes executives to question the reporting data accuracy, and confusion on which methods of communications are used by individual teams. Communication between the teams is also heavily reliant on the additional communication methods (like Teams/Outlook). As we m

Wanting to change the wording on a button in the user portal. This default button to be exact. How?

Hello All, Is there any way we can show to the planned released date for requested feature to the requestor in Portal ? thanks in advance. Neeraj

How do I customize these icons/images to show custom images of my choosing? I've seen a couple threads about this but no solid answers on how to do it. Thanks in advance.

So you’ve implemented an IT self-service portal but how well is it doing? These stats from a recent survey with Freshworks show that: 18% of organizations don’t measure IT self-service portal usage 41% of organizations use quantitative measures such as usage volumes 21% of organizations use immediate qualitative measures such as employee feedback on transactions 18% of organizations use periodical qualitative measures such as generic employee feedback I’ve never seen a definitive set of self-service performance measures but I do know that the measurement of the related employee experience in lost productivity terms is a real eyeopener (the headline is that employees lose far more productivity helping themselves than calling the IT service desk). So, what are you using to measure your self-service success (and to drive improvements)? Please share this as a response to help others.

One of the interesting stats from an IT self-service survey we ran with Freshworks is the relative level of IT support channels offered… It shows that email and self-service are now both more popular methods for accessing service and support than telephone: Email – 84% of organizations Self-service portal – 82% Telephone – 76% But this is the supply-side view, is the demand-side - i.e. your employees - following suit? Please share your opinion(s) as a response below...

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.

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!

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.

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

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? :)

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?

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?

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,

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 FreshService Main portal portal url: Required TXT record is not present or network issue with DNS propagation Has anyone had success? Much apprecaited.

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.

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?

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

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.

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?

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

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

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.

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?

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?