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ITOM Unlocked: Using workflows for alerts

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Replies posted by Jebas

45 Replies

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Csp101Apprentice

asked in Knowledge Base

Fetch FAQs from FD knowledge base on basis of some tag that can associated

Hey @Csp101 ,Greetings from Freshworks Community!I absolutely agree with your points here. I would kindly request you to add them under the “Ideas” space so that Community can upvote your idea.https://community.freshworks.com/ideasThank you,Jebas D.

gasantaoApprentice

asked in Portals, Emails & Other Channels

Delay responses

Hey @marc_15454 ,I hope you’re doing well!Yes, “Schedule reply for Freshdesk” works perfectly now. You can choose a specific time at which the reply should be sent to the Client.One thing you have to note is that, it doesn’t support Attachments. you can only send a Plain text email.Regards,Jebas D.

Ketellyn NegreirosApprentice

asked in Portals, Emails & Other Channels

Erro ao extrair relatório de dados portal

Hey @Ketellyn Negreiros ,I hope you’re doing well!Greetings from Freshworks Community!I understand that you have errors exporting the Portal Data. Could you please elaborate the issue so that we can help you?

myatesApprentice

asked in API and Webhooks

Custom field not returned via API

Hi @myates ,I hope you’re doing well!I Understand your concern. To list down all the Company fields, the end point would be 'https://domain.freshdesk.com/api/v2/company_fields’.Could you please try this and let me know whether it works or not?Regards,Jebas D.

BonesawContributor

asked in Automations and Workflows

Problem with dependent fields

Hey @JCMLI1973 ,Yes, It’s working now.

Bluehorn212Apprentice

asked in Analytics, Reports & Dashboards

Time Spent

Hi @Bluehorn212 ,Greetings from Freshworks Community!To add on to the above reply, Custom metrics is something to calculate the Avg First response time etc.To achieve your usecase, please go to “Custom Attributes” and Recreate the below settings: I hope this helps!Please reply back to this thread if you have more queries!Regards,Jebas.

ramijamesApprentice

asked in Portals, Emails & Other Channels

Adding a Google group as a secondary support email

Hi,I understand your point. Yes, the work around is to add the Freshdesk forwarding email address to your group. Glad that you’ve already done that.I’ll surely forward the feedback to add this to the Documentation. Thank you understanding and for Feedback.Regards,Jebas.

ramijamesApprentice

asked in Portals, Emails & Other Channels

Adding a Google group as a secondary support email

Hi @ramijames ,Greetings from Freshworks Community!Group inboxes at times cause issues with ticket creation and appending of replies. Therefore, we strongly recommend that you do not use them as your support email addresses.For further information on this, you could always write to support@freshdesk.com.Regards,Jebas D.

dang_truong1Apprentice

asked in How do I....?

Can not edit Scope of agent

Hi @dang_truong1 ,Greetings from the Freshworks Community! I understand your concern regarding the Scope. Usually, it happens if you’re trying to edit an “Account admin”s Scope. You will not be able to do so.Kindly reply back to this thread if you’re facing the issue while editing some other role’s agent.Regards,Jebas D.

Chris S.Skilled Expert

asked in Chatbot and AI

variuos freshchat questions

Hi @Chris S. ,I hope you’re doing well!Greetings from Freshworks Community!I understand your concerns.To answer the first question, If it’s a “self-service widget”, the preview starts from the current flow that you are in. But if it’s a “Conversational widget”, the preview always starts from the First flow. Thing is that, previously, when you click on “New Bot”, it will be a Self Service widget by default and you will have to change this to “Conversational widget” if/when needed. But now, when you click on “new bot”, you will be choosing the kind of BOT that you need. hence you might have noticed the difference.To answer the second question, You can actually remove the condition. if you need to change the flow anytime, you can click on the condition arrow mark right next to the Message and delete the conditions: I hope this helps.Please reply back if you have any queries.Regards,Jebas D.

knaglieriApprentice

asked in Ticketing & Agent Productivity

Canned responses - white box around text

Hi @knaglieri,I hope you’re doing well!Greetings from the Freshworks Community!I understand your concern.There is a work around for this. When you paste the response from Microsoft word to here. Instead of ctrl+v, please use ctrl+shift+v. This just pastes the Content of the email without the Background.Please check and let us know whether this works!Regards,Jebas D.

JCMLI1973Skilled Expert

asked in Ticketing & Agent Productivity

Overwhelmed with number of ticket fields for multiple forms

Hi @JCMLI1973 ,I hope you’re doing well!I understand that you wish to create just one ticket field and use it in different ticket forms with different labels. That is possible.You can edit the label for the customers: You will be able to have a Generic field and change the name for all the different Forms.Please let us know if this helps!Regards,Jebas D.

Sumana SrikanthanCommunity Manager

posted in API and Webhooks

Set up Custom Objects in your Freshdesk yet?

Just starting to look at it, the video say just to import data, is that using the CSV file? Nothing on how to do that. Using CSV is good for things that don’t change that often like ones a months. Second way is to use the API I guess. Can this objects be used in automations? ( Like you can in Freshservice ) Hi @daniel.soderlund ,I hope you’re doing well!Greetings from the Freshworks Community!Yes, you are correct, you can update the Custom Object records using API. Here is the Documentationhttps://developers.freshdesk.com/api/#update_a_custom_object_recordAlso, Yes, you can set up Automations using the Custom Object records.Please check this article to learn more about Custom Objects:https://support.freshdesk.com/en/support/solutions/folders/50000000724Please let us know if you have more queries regarding Custom Objects. Regards,Jebas D

obsidianiconApprentice

asked in Portals, Emails & Other Channels

How to update portal password reset page

Hi @obsidianicon ,Greetings from the Freshworks Community!I hope you’re doing well!I understand that you wish to theme the Forgot password page in your portal.It’s available inside “Login Page”. Please check the below screenshot for reference: I hope this helps!Please reply if you have more queries!Regards,Jebas D.

asked in Ticketing & Agent Productivity

How to Sort and Filter Tickets By Summary

Hi @FDGuy ,I hope you’re doing well!I understand your use case. There is a workaround for this situation.You can set up an Automation to add a “Tag” whenever a ticket has this particular Subject and you can create a view based on the Tag.I hope this works.Please do let us know!Regards,Jebas D.

asked in Ticketing & Agent Productivity

Ability to Sort and Filter Tickets by Subject in Freshdesk

Hi @mfahey ,I hope you’re doing well!I understand your use case. I’m thinking of a workaround here. You can set up an Automation to add a “Tag” whenever a ticket has this particular Subject and you can create a view based on the Tag.I hope this works.Please do let us know!Regards,Jebas D.

JCMLI1973Skilled Expert

asked in Portals, Emails & Other Channels

Tagging articles to particular ticket forms

Hi @JCMLI1973 ,Greetings from the Freshworks Community!Yes, That is possible. There is an option in Portal Settings to suggest relevant Articles.You can Navigate to Admin->Portals->Edit->Manage Sections. And you can turn on ”Auto suggest solutions while creating a new ticket”.Please check the Screenshot for more info. I hope this helps!Regards,Jebas.

uvebrundalApprentice

asked in Portals, Emails & Other Channels

Web Forms with Conditional Logic

Hi @uvebrundal ,Greetings from Freshworks Community!We have something called “Feedback form”. You can integrate a Form into your website and filling that up will create a ticket in Freshdesk. https://support.freshdesk.com/en/support/solutions/articles/37690-getting-feedback-from-your-website-with-the-feedback-widget-If that’s not the answer you’re looking for, Could you kindly elaborate the concern?Regards,Jebas.

maorpeApprentice

asked in Portals, Emails & Other Channels

Know more about

Hi @maorpe ,Greetings from Freshworks Community!I hope you’re doing well!You can add two different email addresses and Whatsapp but Instagram native integration option is not available. There is a third party application which can help you with that.Also, you can use your own email to reply to the customers as well. When you add your own Support email address and mark it as a Primary email address., replies will be sent from your email. to learn more about this, we offer a Complimentary consultation service to help our users determine the best course of action for their specific requirements. If you're interested, please click here to book a complimentary 1:1 consultation session with our product expert.Looking Forward!

SolakugApprentice

asked in Ticketing & Agent Productivity

"All Tickets" list/view only shows tickets opened this year

Hi @Solakug ,Greetings from Freshdesk Community!It indeed seems to be an Error, which will be looked into. But as a work around, you can use the All Unresolved tickets filter which is available in Android Application as well:I’ve attached a couple of screenshots for reference. I hope this helps!

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