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I have multiple ticket forms two of which are used for Feature Requests and System Bugs.  We share a list of all of the Feature Requests and bugs with our customers and I was hoping I could just build a custom ticket view and surface that in the portal.  That way it is always up to date.  

This seems like quite a basic feature for a support portal but not something that Freshdesk portal currently offers which means I am going to have to resort to a manual process of keeping an article up to date.   

I appreciate that Forum topics could be used to manage the above but that doesn’t work for us as we replicate bug tickets in DevOps and used Freshdesk to manage our roadmap items.

Anybody found a workaround for this?

 

Ok, so cannot update title…. “Portal”

Hi.

Would you mind elaborating your scenario? Custom Ticket Views can actually be created, using different criteria.

You may refer to this:

How do I create a custom ticket view? : Freshdesk Support

And this:

Understand the Ticket List View : Freshdesk Support

 

Best,

 

Hi,

I want to surface the custom views on our support portal (I know I can create custom ticket views in the app but that doesn’t help my customers).  A list of Feature Request ticket types and a list of Bug ticket types.  So two different lists that populate based on the ticket type filter.

Thanks

 

Thanks for clarifying. I guess then you are referring to ticket forms.

You may check the section “Add multiple forms to a portal” here:

Understand and Use Ticket Forms | Freshdesk : Freshdesk Support

 

Regards,

Hi,

My understanding is that Ticket forms are for creating tickets.  I want display tickets that have been created and have a specific type.  Each company can see the tickets for their company but I want all my customers to see all tickets with a type of Feature Request in the portal.  

I can create a filtered list of tickets in the App, but that doesn’t help my customers.

I currently have two unfavourable, manual workarounds:

  1. Use the API to pull the tickets into Power BI, create a word style report and copy and paste that into an article
  2. Export the tickets to Excel and then cut and paste the Feature Request tickets types into a table in an article.

I would like to be able to just display a dynamic list of these tickets in the portal

 

 

Oh. I see. Interesting.

 

Clients should be able to see their tickets. I guess you want to limit the type of tickets they can see and not show all the tickets they have already created.

That would indeed requiere Portal customization; not sure if it indeed could be accomplished, but yes, definitely, using API would allow to list/export them for your customers. Maybe with an App.

 

You might also submit your query to the Developers community:

Freshworks Developer Community

 

Regards,

It is actually a bit more than that.  I want them to see all the tickets they log as well as the tickets from other customers where the type = Feature Request or Bug.

Oh, you need to let them see tickets from other customers as well. That’s the tricky part.

You would only be able to achieve that via an App, and/or with API calls and some coding.

You should definitely go to the Developers Community.

Freshworks Developer Community

 

Regards,

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