Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

Empowering Women in Tech: Breaking Barriers and Shaping the Future

(Wed, 15 May, 2:00 pm)

Community
Search

Replies posted by eeha0120

456 Replies

Newest first

Oldest first

WhysynApprentice

asked in Portals, Emails & Other Channels

Changed Global Support Mail, emails not sending

Hi.Given the nature of your upcoming GoLive, I’d suggest to submit a support case. It could be faster. But, going back to your case: several inquiries come to my mind:Did you change the email to a different domain?Did you setup DKIM and SPF properly?Are you using internal FreshDesk/Freshworks mail system or are you using your own mail server for outbound deliveries?Is your outbound connected to any relay / antispam or any security system inspecting Outgoing messages? Those are the main topics you might check. Hope this helps. Regards,

akurin693Apprentice

asked in Ticketing & Agent Productivity

How should I setting for create a new ticket if users send a new message after the old ticket has been closed?

Hi. The given approach should work. We would need to get to the root of this: Is the user really sending a new email? Or is he/she replying on a previous one? If the case is the latter, then the system is working as designed, so, using the workflow should work. If it is not working, I’d suggest to submit a support case. Regards, I support user on Meta (Facebook inbox), so users will always send message on the same chat. I'm sorry but i'm wondering which ‘workflow’ you're mention about? (I didn't get the thing easily, sorry about my question). Oh. I understand. Thank you very much for clarifying. Interesting use case. Apologies for the confusion. I meant: Automations (Workflow is the analogous name in FreshService).The article you referenced mentioned creating an Automation. That one should work pretty out of the box. Regards,

akurin693Apprentice

asked in Ticketing & Agent Productivity

How should I setting for create a new ticket if users send a new message after the old ticket has been closed?

Hi.The given approach should work.We would need to get to the root of this:Is the user really sending a new email? Or is he/she replying on a previous one?If the case is the latter, then the system is working as designed, so, using the workflow should work.If it is not working, I’d suggest to submit a support case. Regards,

RazorSkilled Expert

asked in Ticketing & Agent Productivity

Replies to forwarded emails always blank

Hi.If I got it right, the forwarded email will be blank unless you type something on the text area.It will include the original chain, as you mention, but if nothing additional is added, it won’t bring you anything, other than the original email chain at the botton which you need to manually expand.If I got it wrong, apologies, and please elaborate the issue. Regards,

Nikhil1501Apprentice

asked in How do I....?

Freshdesk Query I Sorting tickets by customer response

Hi.This is a so much requested feature.Currently, AFAIK, there’s no ETA for this to be available.You may check here for an already (or several) requests related to this, and vote on them, so Freshworks understands the need of us, end users, of having this developed and delivered: Freshworks Ideas | Freshworks Community Regards,

MacMurdoContributor

posted in Ticketing & Agent Productivity

Location Field Mandatory on Form but not appearing in Ticket

Hi.That’s a little bit odd.I’d suggest to submit a support ticket for faster resolution directly with Freshworks supports, as it may be something in your instance. Regards,

acn084Contributor

asked in How do I....?

On the customer portal how to change what URL the default ticket tab opens up

Hi.I suggest to submit this to support.The backend / UI team will be pleased to help you achieve this (if possible). Regards,

Ganeshcr14Community Debut

published in Announcements and Events

Relaunching Freshworks Academy: A Brand New Chapter in Learning

Hey @eeha0120 Could you please try to login using this link -https://freshworks.zoom.us/webinar/register/WN_PEN0CUlPSD-sLMOWgA_kyw Thank you very much. I’m in.

Ganeshcr14Community Debut

published in Announcements and Events

Relaunching Freshworks Academy: A Brand New Chapter in Learning

Hey Everyone! We will be going live soon! For those unable to attend, please share your questions here, and we'll address them during the session. Also, the event recording will be shared in this thread after the session next week. Looking forward to meeting you all! Hi @Kamakshi V .Hope you’re doing great.I still can’t see the Live link. Will it get available soon? Regards,

MariamPSkilled Expert

asked in Ticket & Workflow Management

ticket automator - build condition using Build Expression

Hi.You could try something like this:((indexOf({{ticket.subject}}, 'texttolookfor', 0) >= 1) && (indexOf({{ticket.subject}}, 'text2tolookfor', 0) < 1)) || (indexOf({{ticket.subject}}, 'report', 0) >= 1) It will: look for thext “texttolookfor” in a field and check that “text2tolookfor” does not exist in the same field, or, that it contains the word “report” in the same field. Hope this helps. Regards,

spencerporchContributor

asked in How do I....?

In Analytics: How do I create a custom metric?

Hi Spencer.As easy as it may look, that is kind of advanced metrics for Analytics.Try to set up filter to Advanced and you could add some basic complexity to the queries, and you should be able to get what you need.Your requirement could be re-written like this:((Total tickets where Source is Phone) + (Total tickets where Source is Portal)) + (Total tickets where Source is Email AND Agent reply count > 0)That could be re-arranged as:((Total tickets where Source is (Phone or Portal)) + (Total tickets where Source is Email AND Agent reply count > 0)Again, that could be re-written as follows:((Total tickets where Source includes (Phone, Portal)) OR (Total tickets where Source is Email AND Agent reply count > 0)This one could be represented using Advanced filter and choosing Match ANY, which would provide the inner OR. Hope this helps. Regards,

Stefan H.Apprentice

asked in Assets

Import Hyper-V assets into Freshservice inventory

Hi.Other than using Discovery by Network Range, that is currently unavailable, as I could see.I’d suggest to submit a Feature Request here (in case it does not already exist): Freshworks Ideas | Freshworks CommunityPlease, ensure to share the link in order we could vote on it. Regards,

brownaeSkilled Expert

asked in Analytics, Reports & Dashboards

Report on Time Spent in Status

Hi.I’m not sure if the Request was created in Freshworks Ideas | Freshworks CommunityIf not, I invite you to create it.That way, you could track the status of it. Regards,

Conor.lynchContributor

asked in Ticket & Workflow Management

Send approval email to reporting manager of the requestd for user

Hi Conor.I can think of two possible ways (there may be others though) for achieving this:The first would be your second option. As a matter of fact, we do have a Transitory (temporary) status used in a workflow to swap the values in Requested For and Requested By. The workflow grab both values, clear the fields, run a timer (the minimum is 60 seconds) and then put the values back on the fields but swapped.You could add your current logic for getting the manager and sending the corresponding approval on the same workflow or on a different one.Or, you could even check those values at ticket creation and perform the swap if the values are different (with your corresponding additional filters or conditions) and then you’ll have data properly setup right at the time of ticket creation. The second approach I could think of is using API calls in a workflow in order to get the manager of the user in the requested for field, and then send the approval email to that contact. Hope this helps. R

asked in How do I....?

How do I turn off captcha?

Hi. You may follow either of these:Users are complaining that they are required to enter Captcha each time they start a Forum topic/ creating a ticket. How to have this disabled? : FreshdeskHow can I eliminate spam tickets from being created through my support portal? : Freshdesk Hope this helps. Regards,

AleneContributor

asked in Portals, Emails & Other Channels

Confirm email address value in ticket field.

You may also consider submitting your suggestion here (in case it does not already exist):Freshworks Ideas | Freshworks Community

AleneContributor

asked in Portals, Emails & Other Channels

Confirm email address value in ticket field.

Hi Alene.Thank you very much clarifying your use case.I guess Freshworks is thinking on my initial response: To validate it through Email.Being that the case, I think you could create a custom field in Field Manager in order to request the email confirmation.Sadly, currently, Business rules can’t be used in this case.But in a workflow, you could use the Expression Builder in order to comparte both fields. If they don’t match, you may either write a private note to your agents, or may be even send an email to both email accounts. Regards,

qwixApprentice

asked in Ticket & Workflow Management

Ticket Public URL Forcing SSO Login

Hi.I’d suggest to submit this as a support case. Regards,

josh.martinApprentice

asked in Portal/Knowledge Base

Service Item - Request For being a lookup

Hi.That might and might not be a good idea.In order to be a lookup, a customer may need to pre-populate all of their contacts in order to have them available.It would an even more titanic duty for you as platform owner to maintain that data up-to-date for your requesters be able to use the lookup. You would always need to be in MSP mode in order to keep data isolated for your different customers. If you’re currently using it internally within your own company and are working with internal departments only, it may or may not be considered data exposure as well, but then you will need the chore to have such data properly updated. Being that said, if still considering an idea, I’d suggest to submit it here (in case it does not already exists): Freshworks Ideas | Freshworks Community Regards,

AleneContributor

asked in Portals, Emails & Other Channels

Confirm email address value in ticket field.

Hi. Not sure how your users are registering, but they should precisely receive an Account Activation email with a link for that.If they don’t receive it (after checking Spam, etc.), it means exactly that; they may have used an invalid account.They may attempt to re-register. You/your agents/depending on Access Rights, may edit the contacts’ email addresses, and then resend the Verification Email for them, in order your clients would indicar validate their account. Hope this helps. Best,

manovadesSkilled Expert

asked in How do I....?

Requester "Address" fied

Hi.Using API Calls:Service Desk API for Developers | Freshservice Best,

steven schepensApprentice

asked in How do I....?

In Freshdesk: possibility to sort (alphabeticaly) the contactpersons after you searched for a company and you clicked through on XX contactpersons

Hi.This sounds like a Feature Request.I’d suggest to submit it through:Freshworks Ideas | Freshworks Community Best,

Martini_LimeApprentice

asked in How do I....?

Solution: Adding Asset State to Default Options

Hi.Thank you very much for sharing.If I recall correctly, you can mark your own response as Resolved. Then, this would help easier to others with the same need. I guess you need to add a reply, and mark that reply as the Solution. Regards,

MandaContributor

asked in How do I....?

Agent as requester, cannot attach Company to ticket

Thanks, Elvis. We have set the Company field to mandatory to close each ticket. We can now see the Company field in the Properties section for any ticket where the Contact is NOT an Agent. However, that Company field is missing from all the tickets where and Agent is the Contact. We have tried assigning our domain to our Company to get the field to at least show up, but the Company field won’t even show up for any ticket where the Agent is listed in the upper right-hand corner. Any other thoughts? Thanks, Manda Hi Manda.Thanks for those additional details.That’s not a standard behavior.That sounds like you may be using an app in the appstore to hide fields, or you may be using Dynamic Fields/Forms in order to hide fields.If any of this is not a current option, then I’d suggest to submit a support case. Regards,

Ma25Apprentice

asked in Automations

API integration with FreshService Changes "Planning" section

Hi.Oh, this seems to be quite a limitation on FreshService API.I’d suggest to submit a Feature Request in the Ideas Portal: Freshworks Ideas | Freshworks Community You might try also touching base with the developers community in Freshworks Developer Community Regards,

1
2
3
4
5
6
7
...
19

Page 4 / 19

Badge winners

Evgeny Vasilyevhas earned the badge Lightening (Mc)Learner
msumptionhas earned the badge Lightening (Mc)Learner
Michaeldxhas earned the badge Lightening (Mc)Learner
nemtclouddispatchhas earned the badge Salud, Ideator
srikanthkarunakaranhas earned the badge Wizard of Creative Thinking (5)

Show all badges

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