Visit Freshworks.com Visit Freshworks

Replies posted by antony.pain

27 Replies

aravind.sundararajan
Skilled Expert
aravind.sundararajanSkilled Expert

Announcing Freshworks + Whatsapp Integration

Hello, Any ideas on when this application won't be on early access and available in general?

164
A
Top Contributor
4 years ago
D
Apprentice
dheupApprentice
posted in Archives - Freshdesk

Sprout Categories

Hi David,Do you have some folders and articles in the other categories? If not then they're automatically hidden on the customer portal

2
D
Apprentice
4 years ago
A
Apprentice
anja.arnholdApprentice
posted in Archives - Freshdesk

Hide Date on Articles

Hi Anja,It'll depend on what plan you're on but basically you'll need to customise the HTML in your portal.In Admin, go to Portal. Click on Customise Portal, Layout & Pages then Portal Pages. Choose "Article View".From here you can edit the information on this page in the portalIn your case, deleting Line 17 would probably do it.

4
A
Top Contributor
4 years ago
D
Apprentice
david_17954Apprentice
posted in Archives - Freshdesk

How do I change the text of various screens?

Hi David,It depends on what plan you're on but basically you'll need to customise the HTML in your portal so you'll need to be on the Estate or Forest plan I think.In Admin, go to Portal. Click on Customise Portal, Layout & Pages then Portal Pages. Choose the page you want to edit - in your case it's the "New User Signup" page. You'll need to find the text you want to change and alter accordindly.If it's generated by Freshdesk using on of their snippets "surrounded" by % symbols then you have the option of:a) Rewriting and then managing this HTML yourselfb) Writing some Javascript to adjust said text after it's loadedHope this helps! Good luck!

1
A
Top Contributor
4 years ago
A
Apprentice
avaneesh.rajkumarApprentice

Introducing Freshdesk Analytics [BETA]

Hello,If the risk is low, could we please have this Beta enabled on our account please?Thanks very much and have a good day!

17387
T
Contributor
4 years ago
S
Apprentice
suebApprentice
posted in Archives - Freshdesk

setting solutions visibility to

Agents have a view on everything - setting your category to "Companies" will work fine. If doing this on our portal.The one drawback I found is that if you agent uses the "customer portal" search bar then they won't find this article in the dropdown because they aren't listed as against the company you've selected. You can test whether contacts can see or not see articles by using "Assume identity" on your contacts too to simulate being that user.

2
S
Apprentice
4 years ago
D
Apprentice
dearesApprentice
posted in Archives - Freshdesk

Customer Portal

Hi Stephen,If you go to "Admin > Portals" click directly on your portal and it'll open a menu where you can edit your portal name, URL etc. You can also remove all your solutions from the portal etc.This may not get rid of "Solutions" on the nav bar on your customer portal though, you'd need to do that with some customisation of the portal through CSS or HTML (not sure if that's possible on a blossom plan)Good luck!

4
P
Community Debut
4 years ago
R
Apprentice
roman.mygalukApprentice
posted in Archives - Freshdesk

Accessing company in Portal Layout customization

Hi Roman,I found this on the knowledge base, gives all their liquid markup you can use:https://support.freshdesk.com/support/solutions/folders/117130To get the company your user is associated with, you can use this {{ portal.user.company_name }}I found it here:https://support.freshdesk.com/support/solutions/articles/65043-managing-user-accessBe careful though, some variables I've used which are documented don't actually work and you'll receive an error message instead - maybe they're out of date or something I don't know

1
A
Top Contributor
4 years ago
A
Apprentice
anja.arnholdApprentice
posted in Archives - Freshdesk

Hide Date on Articles

I haven't tried it and am pretty bad with the Liquid syntax but if you have ability to edit your HTML then you could try making a conditional statement in Liquid like:{% if portal.user.user_role ==  "Agent"<div id = "ModifiedOn">      <p>{% translate portal.article.modified_on %} {{ article.modified_on | short_day_with_time }}</p> </div>{% else %}<!--display something else if user is not agent -->{% endif %}User access info for Liquid is all here:https://support.freshdesk.com/support/solutions/articles/65043-managing-user-access

4
A
Top Contributor
4 years ago
P
Apprentice
pendjfi889Apprentice
posted in Archives - Freshdesk

I keep trying to put a picture in as my profile picture but it’s not working?

Does your picture match one of these file types?Also, on web there's often a pretty small file size limit. I'd recommend making sure your picture is less than 500Kb if you can. That means no swanky .raw pictures with your DSLR unfortunately ;) Good luck!

2
A
Community Debut
4 years ago
V
Apprentice
victor_19982Apprentice
posted in Archives - Freshdesk

Automation Rule: Assing Ticket Containing X to Company Y

Hi Victor,I agree with Mark - your question isn't 100% clear. Do you mean "groups" instead of "companies"?If yes than you can go to "Automations > Ticket Creation > New Rule" and do something like:If you did mean company, like if you get an email from an unknown requester and don't know which company they work with then unfortunately I don't think there is any way to automatically associate it to a company based on the content.Good luck, hope it helps!

5
V
Community Debut
3 years ago
E
Apprentice
ewan.jonesApprentice
posted in Archives - Freshdesk

Hiding login section

Hi Ewan,If you have the applicable plan to edit your HTML, we have this in our banner to show "Edit Profile" and "Logout" when user is signed in.  <nav class="banner-nav mobileLogin"> <!--{{ portal | welcome_navigation }}--> {% if portal.has_user_signed_in == true %} <a href="{{ portal.profile_url }}">Edit Profile</a> <a href="{{ portal.logout_url }}">Log Out</a> {% else %} <a href="https://www.desouttertools.com"> Desoutter Home</a> {% endif %} </nav> For your case you could do something like   {% if portal.has_user_signed_in == true %} <div> <h1>You've already logged in silly!</h1> </div>

1
A
Top Contributor
4 years ago
D
Apprentice
dearesApprentice
posted in Archives - Freshdesk

Customer Portal

Hi Pritpal,You just need to have each of your clients listed as a contact. After that you need to define if your portal is accepts ticket from anyone/logged in people only etc.

4
P
Community Debut
4 years ago
M
Apprentice
marketing_18527Apprentice
posted in API and Webhooks

How can I export the content (body text) of all my tickets?

Hi,There is an export button in the tickets menu. You can export all fields from your ticket to CSV or Excel directly. Freshdesk will email you the file.

4
V
Community Debut
3 years ago
A
Contributor
allardContributor
posted in API and Webhooks

Force the language per portal

Personally I'd have to agree with Freshdesk support in terms of their suggestion to move to their multilingual use if possible even though it could be pain for you. As the dev team keep working and bringing out more stuff you'll only get further and further away from their way of working and eventually end up difficult to support causing you to feel like they're not helping you. It'll be harder for them to understand your needs too - as you've mentioned, your way of working is already 7 or so years old.Could you consider adding a 5th portal where you consolidate Product 1 but support both languages? Once established you could do the same for Product 2 and then disable the older portals.You'd have to do a lot of copying and pasting to bring all your articles etc onto one portal but it's not so different from consolidating several older servers to one newer more power machine and would probably help you a lot in terms of managing stuff long term if you  plan to stay with Freshdesk.If you

2
A
Contributor
4 years ago
V
Apprentice
vlupanApprentice
posted in Archives - Freshdesk

Portal customization

Hi Victoria,We're using this liquid here to determine if customers are logged in or not to show/hide the edit profile/logout buttons on our header. {% if portal.has_user_signed_in == true %} <a href="{{ portal.profile_url }}">Edit Profile</a> <a href="{{ portal.logout_url }}">Log Out</a> {% else %} <p> Whatever else you want to show when there is a logged in user</p> {% endif %} Good luck!

1
A
Top Contributor
4 years ago
C
Apprentice
chris_20199Apprentice
posted in Archives - Freshdesk

Contact search - Custom Filters from Agent Portal

Hi,Not sure if this is easily (or at all) possible. I checked the developer guides and you do have the ability to make a custom app that sits on the Contacts list page:https://developers.freshdesk.com/v2/docs/app-locations/#contact_list_pageHowever, it states that it runs in the background so I'm unsure if you can add a custom filter this way. May be worth contacting support directly to ask to be sure.If it's possible to create the UI you need then you should be able to filter based on your custom fields as you can get them from the API etchttps://developers.freshdesk.com/api/#view_contactGood luck!

2
C
Apprentice
4 years ago
P
Apprentice
paulspurrellApprentice
posted in Archives - Freshdesk

Agent not able to log in using Chrome

I've used freshdesk with Chrome for the past 7-8 months and never had an issue like that. Are you using an older version of chrome perhaps? - Here I'm using Version 79.0.3945.88

4
hemanth.ramya
Community Manager
4 years ago
M
Apprentice
meghana.viswanathApprentice
posted in API and Webhooks

Create custom page on the portal

Not possible in freshdesk today to make a custom page with no predefined purpose etc - would be great though for us too.Not sure if it'll suits all your needs but I was looking into Azure for file sharing etc. I wanted a cloud storage that I could split up between all my customers so that the had a shared location for files etc. It seems to be possible but you do then have a separate platform to manage and need someone with experience working with it as Azure has a million options to look into.As for showing stats of freshdesk, it's not the easiest as that's the purpose of reporting and analytics but you can do some stuff using the API. For instance you could use this call below to get a list of all tickets in the last 30 days (up to 9000 tickets), add any filters you need like company ID etc and then just parse the return to get your total number:https://developers.freshdesk.com/api/#list_all_ticketsLittle bit manual but would do the job if you want simple reporting showing on some ex

3
A
Top Contributor
4 years ago
I
Apprentice
info_19606Apprentice
posted in Archives - Freshdesk

email replies

You have to change your Helpdesk language and not just the agent's choice of language in their profile. After you do this all the defaults change etc.Check out the article here:https://support.freshdesk.com/support/solutions/articles/180033-setting-up-multiple-languages-in-freshdesk-for-the-support-portal-and-the-help-widget-If you've activated multiple language etc, you can go to "Admin > Email Templates > Templates > Agent Reply Template " to alter what appears for your agents when they click reply on a ticket for each language used.

1
A
Top Contributor
4 years ago
V
Apprentice
vibekingsubtleApprentice
posted in Archives - Freshdesk

First Response Time

First Response Time can be two things depending which way you look at it.From SLA point of view:First Response Time = The maximum amount of time you can take to respond/reply to a ticket before a violation is raisedFrom Reporting of View:First Response Time = The amount of time taken to respond/reply to a ticketIf your customer send you a ticket. Your First Response Time is measured when you reply to him or her.If your customer replies again, if you reply a second time the First Response Time would not be affected. Your latest response would be a "Second Response" therefore it could only affect your average response time overall but not the first response time.Hope that's clear for you, have a good day and happy supporting!

3
S
Community Debut
4 years ago
M
Apprentice
magdalena.hacklApprentice
posted in Archives - Freshdesk

Best practices: inform customers about bugs

I think it depends on your software really. As you are using a SaaS model and it's really critical to peoples business then maybe it's a good idea to have some notification (non-intrusive) to notify people that stuff is going on and they should be cautious about a particular feature/task or whatever.If you're a less critical or expensive system I think people might find it annoying to be told you have issues all the time when a majority of people might not have had any problem at all. Maybe try to get some stats to see "What percentages of our users would see this notification and what percentage would it help?"

2
hemanth.ramya
Community Manager
3 years ago
S
Apprentice
sazrielApprentice
posted in Archives - Freshdesk

Email received are not converted to ticket

Hey Steve,Are you using the freshdesk domain email or your own mail address+forwarding etc?We used this article here - https://support.freshdesk.com/support/solutions/articles/37541-forward-and-convert-your-support-emails-to-tickets-in-freshdesk - to setup a forwarding rule from our server to the freshdesk one. Freshdesk spoof the same address when sending back so we added a DKIM record to ensure most customer still see the mail as valid.

3
S
Community Debut
4 years ago
J
Apprentice
jeffwApprentice
posted in Archives - Freshdesk

Knowledge base articles - limiting what can be found

Hey Jeff,You can limit what documentation is viewable to different users of your portal using this menu:For us, our whole portal is only accesible to logged in users and we determine which users can view which article depending on their company. Not sure where/how freshdesk block google from crawling the solutions but you can't view ours on there so it may be worth giving this menu and shot. If nothing else, when people click the link they'll be block straight away with a login screen.Good luck!

4
S
Community Debut
4 years ago
B
Apprentice
bill.mclaughlinApprentice
posted in API and Webhooks

Timeline view

Hi Bill,Freshdesk didn't release API docs for the customer timeline just yet. You can find the full thread here where they said it'd be up in a few weeks:https://support.freshdesk.com/support/discussions/topics/50000001109

3
suprabha.somanathan
Community Debut
3 years ago

Badge winners

Show all badges
Terms of UseCookie settings