The Freshworks Community | Freshworks Community

Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

Sales Simplified by Freshsales

(Tue, 30 Apr, 2:00 pm)

10,665 Topics
28,181 Replies
30,656 Members

Welcome Center

Announcement and Events

CX and Customer Support

IT and Service Management

Sales and Marketing

Community Events & News!

Featured Reads!

New to the Freshworks Community?

Join our Community Hours

Join a conversation

Browse through the community's recent feed or become an expert by answering a question.

Recent Feed
Help Others

NewUserOfFreshApprentice

Getting Started

What is the idea of FreshService we do not understand

Problems with FreshService We are currently evaluating FreshService and have a trial version installed. FreshService is being compared to HaloITMS used elsewhere in our organizatoin. Most of our evaluation time has been spent on FreshService, and we have a desire to choose it, which has previously been communicated to FreshWorks and FreshWorks' Norwegian partne, i.e 99% probably that we would chose FreshService. However, we have encountered some "logical flaws" in FreshService that we need to figure out. These may be due us not fully understanding what Freshworks has intended as best practices in use of FreshService or not knowing the product well enough. Main Issues: We want users (requestors) to be able to report an issue (ticket) as either an incident or a service request. When registering an incident (typically a fault situation), a simple form should be filled out. It should be possible to paste images into a rich text field. We can solve this “out of the box” with the report

Ivan_CROTop Contributor

Portals, Emails & Other Channels

Outbound email permissions

Hi,We have several email addresses in our Freshdesk instance, each email lands in different group and not all agents have permissions to access al groups.The issue is that all agents can create new email and send it as any of the emails registered in FD.Is there any way to block the users from using all addresses?

ian_kApprentice

Analytics, Reports & Dashboards

Aged tickets

HiI am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.

RyanSilcoxApprentice

Creating Customer tickets with a collaborator as the Requestor

In our business, business analysts will often submit a ticket for a customer. These BAs are collaborators in our system. They want to be the requestor on the ticket, but have the ticket(s) show up under the customer. How can employees, whether agents or collaborators, be a requestor for a customer specific ticket?

jennypriyaaApprentice

Artificial Intelligence Development

Why Is Artificial Intelligence Development Important?

Ethan13Apprentice

Best Practices in CX

Advanced Calculator Scripting, What's Your Take?

I recently added a calculator to my site called HESCO Bill Calculator 2024 - Hescoebill. It's a basic calculator designed to help users estimate their bills. I made the script of this calculator using AI, specifically for calculating electricity usage. However, I'm considering enhancing its functionality with a more advanced calculation method, such as accurately determining the number of units of electricity consumed based on user-provided data. If anyone has experience or recommendations on improving the calculator script for advanced calculations, I'd greatly appreciate your insights and guidance.

MattWalkerTx320Apprentice

AzureAD User Provisioning and available license checks.

Working on creating a User Provisioning automation to create AzureAD accounts. I need to verify license availability for the appropriate M365 License. I have the AzureAD orchestration in place, and the SaaS Management discovery piece working. I would like to verify if there are available M365 licenses (E3, F1, etc.), and if not pause and create a task or ticket to procure more licensing - which will be a process outside of Freshservice. I’m not seeing a way to either (1) read the SaaS discovery data, or query Azure AD for licenses. I can see where I can assign licenses (however, I’m using Group Based Licenses) using the AzureAD Orchestration.Thoughts and ideas on how to accomplish this?

MattWalkerTx320Apprentice

Service Request Bundles Fields and Automation Question

Working on automating our User Onboarding process with FreshService and AzureAd. Couple of questions:How do I set the Requested Item Stage to Fulfilled in the automation? Currently my Custom Fields (First Name, Last Name, etc.) are in the Master Service Item. Is there a way to have the fields in the child items, but avoid the duplicate data entry when they are bundled together? I did have it set to create child tickets for each service item, but I didn’t see a way to reference or interact with a specific child ticket in the automation (i.e. Account ticket, or Equipment ticket).

PaynicusApprentice

Is there a way to remove Workspaces from new ticket creation?

When my users go to submit a ticket they have a drop down list of Workspaces, default is unassigned then there are other Workspaces we don’t wish them to have an option for. I’d like to limit the workspaces listed here and remove the ability to create an unassigned workspace. Is that functionality possible?

msconfig87Skilled Expert

Portal/Knowledge Base

Popular Articles list below tickets?

HelloI would like to change our portal home from the default freshservice.Below the Open Tickets list I would like to have a list with popular or last added Solution Articles.Does anybody know how to achieve this? I can see that the open tickets are created by:{{#if portal.logged_in}} <section id="home-lists-container" class="list-container"> {{> loader}} </section>{{/if}}but what other elements are available? and where can I see them?thanks

NewUserOfFreshApprentice

Getting Started

What is the idea of FreshService we do not understand

Problems with FreshService We are currently evaluating FreshService and have a trial version installed. FreshService is being compared to HaloITMS used elsewhere in our organizatoin. Most of our evaluation time has been spent on FreshService, and we have a desire to choose it, which has previously been communicated to FreshWorks and FreshWorks' Norwegian partne, i.e 99% probably that we would chose FreshService. However, we have encountered some "logical flaws" in FreshService that we need to figure out. These may be due us not fully understanding what Freshworks has intended as best practices in use of FreshService or not knowing the product well enough. Main Issues: We want users (requestors) to be able to report an issue (ticket) as either an incident or a service request. When registering an incident (typically a fault situation), a simple form should be filled out. It should be possible to paste images into a rich text field. We can solve this “out of the box” with the report

ian_kApprentice

Analytics, Reports & Dashboards

Aged tickets

HiI am struggling on how to create an “aged tickets” list for my dashboard. Would need to show all tickets in any status apart from resolved & closed that are under 90 days old. Any help welcome.

RyanSilcoxApprentice

Creating Customer tickets with a collaborator as the Requestor

In our business, business analysts will often submit a ticket for a customer. These BAs are collaborators in our system. They want to be the requestor on the ticket, but have the ticket(s) show up under the customer. How can employees, whether agents or collaborators, be a requestor for a customer specific ticket?

jennypriyaaApprentice

Artificial Intelligence Development

Why Is Artificial Intelligence Development Important?

MattWalkerTx320Apprentice

AzureAD User Provisioning and available license checks.

Working on creating a User Provisioning automation to create AzureAD accounts. I need to verify license availability for the appropriate M365 License. I have the AzureAD orchestration in place, and the SaaS Management discovery piece working. I would like to verify if there are available M365 licenses (E3, F1, etc.), and if not pause and create a task or ticket to procure more licensing - which will be a process outside of Freshservice. I’m not seeing a way to either (1) read the SaaS discovery data, or query Azure AD for licenses. I can see where I can assign licenses (however, I’m using Group Based Licenses) using the AzureAD Orchestration.Thoughts and ideas on how to accomplish this?

MattWalkerTx320Apprentice

Service Request Bundles Fields and Automation Question

Working on automating our User Onboarding process with FreshService and AzureAd. Couple of questions:How do I set the Requested Item Stage to Fulfilled in the automation? Currently my Custom Fields (First Name, Last Name, etc.) are in the Master Service Item. Is there a way to have the fields in the child items, but avoid the duplicate data entry when they are bundled together? I did have it set to create child tickets for each service item, but I didn’t see a way to reference or interact with a specific child ticket in the automation (i.e. Account ticket, or Equipment ticket).

PaynicusApprentice

Is there a way to remove Workspaces from new ticket creation?

When my users go to submit a ticket they have a drop down list of Workspaces, default is unassigned then there are other Workspaces we don’t wish them to have an option for. I’d like to limit the workspaces listed here and remove the ability to create an unassigned workspace. Is that functionality possible?

msconfig87Skilled Expert

Portal/Knowledge Base

Popular Articles list below tickets?

HelloI would like to change our portal home from the default freshservice.Below the Open Tickets list I would like to have a list with popular or last added Solution Articles.Does anybody know how to achieve this? I can see that the open tickets are created by:{{#if portal.logged_in}} <section id="home-lists-container" class="list-container"> {{> loader}} </section>{{/if}}but what other elements are available? and where can I see them?thanks

lulrichsTop Contributor

Employee Onboarding

Business Agents and Onboarding?

I have a few different Workspaces set up because I want to make sure that all of our different areas for ticketing purposes are streamlined within different areas of the software.I currently have a separate HR Workspace set up mainly for Onboarding/Offboarding purposes. Through the Onboarding Flow, I am going to have the ticket be created in that specific HR Workspace. The following screenshot is to give you an idea of how it’s set up:We obtained the Business Agent licenses for these Onboarding purposes, because the HR/Training teams will only need to handle simple tickets/tasks. The caveat here is that I’m unable to add them to an Agent group in the “Primary” Workspace (in order for them to raise the requests on the portal), because apparently Business Agents can’t be part of “IT” Workspaces. But now, because they are technically “Agents,” I also can’t add them to a requester group!Am I missing something here??

desktopsupprt1Skilled Expert

Employee Onboarding

Re-Send hiring manager email

When an onboarding request is created by HR, the Reporting Manager gets an email.How can we manually re-send this email from the system.(Scenario - manager does not remember getting the email, or whatever, can we just click a button to resend it)

Meet the Community Heroes

Introducing the Community Subject Matter Experts, your partners in unlocking the full potential of Freshworks products.

Check out this video to learn more.

Connect with them

Upcoming

Events

Community

Champions

Check back later to see this week’s champions.

SHOW FULL LEADERBOARD

Check back later to see this week’s champions.

SHOW FULL LEADERBOARD

Still looking for help?

Developers' Corner

Are you a developer? Looking for a space to discuss platforms and APIs?

Academy

Learn and get certified as product experts through our Academy!

Support

Go through our Support channels to get technical & engineering help!

Powered by Gainsight

Terms of Use Cookie settings

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK