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Replies posted by T.Belevska

18 Replies

I
Top Contributor
ITservicedeskTop Contributor
asked in Portal/Knowledge Base

Switching to MSP mode on established HelpDesk

Hi,  When you’ve switched to MSP Mode, you can add the following adjustments: set up a support email address integrate Sugar CRM associate contacts to companies based on email domain However, be aware that if you decide to switch from the MSP module in the future, you will loose some settings too:  All created multiple portals for clients All the support email addresses assigned to companies Integration with Google Analytics, Salesforce, SugarCRM or Google Contacts (if you have them)

4
T.Belevska
Community Debut
1 year ago
K
Apprentice
kwebbApprentice
posted in Portal/Knowledge Base

Configuration String for Helpdesk URL

Hi,  Basically, you need to set up the helpdesk URL in configuration value. And fill “helpdesk URL” under the Configuration key in the MDM App Configuration Dashboard.  To find a help desk URL, you need to: Go to the Freshservice Admin panel and click Portals. Here you can see your Freshservice helpdesk URL. You can check this question for more details too.In case you need to find the API key, visit this FAQ.

7
M
Skilled Expert
1 year ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Assets

Import Purchase Orders

Hi, Depending on your source help desk, importing purchase orders requires a custom migration. Your best option is to map purchase orders as service requests. Among all available apps on Freshworks, Help Desk Migration is one of the few apps that offers custom mapping. However, you need to consider a few things before data import: If you want to import all data from your old system If you require other custom work If you have already set up and used Freshservice (* that would require additional steps before migration as turning off notifications, Priority Matrix, workflows, automations, etc.) For more information on customization options, read on here.

3
T.Belevska
Community Debut
1 year ago
L
Apprentice
luis.sotoApprentice
posted in Analytics

API Data Exports with Custom Fields and All Available Data

Hi,  If you still need to export all your data from Freshservice, you got a couple of options:  Freshservice includes pre-built option of all help desk data export. Go to Admin > Account (under Account Settings) > click on the Export button. You get all your data in XML format. You can schedule an Export on Freshservice’s Analytics. Choose the needed module like Tickets, Tasks, Changes or Timesheets. Select whether you want the export as an email or as an API link. Later you can export reports to PoweBI. Export help desk data from Freshervice to a new platform with a third-party app. There you can request the needed custom fields like long text field. For more details on Freshservice export with an automated tool, read on here.

3
ne2to
Community Debut
3 months ago
B
Apprentice
bzh027Apprentice
posted in Automations and Workflows

Zendesk Import - Automations and Issues

Hi there,  It all depends on the migration tool you choose for your data transfer. If you choose Help Desk Migration (it was mentioned above), then you need to consider the following:  Add the same agents you have on Zendesk to your Freshdesk account; Your users and customers won’t get any notifications during the migration. If needed, you can turn off notifications Automation rules, Scenario Automations, and Email Notifications. Then, switch them on after the Full Data Migration. Create the corresponding custom fields on Freshdesk prior to data migration. This way, you can map custom fields the way same they would transfer.  Freshdesk considers inactive or deleted contacts as Spam. Double-check if you have such. Base64 inline images in Knowledge Base articles will migrate into attachments. If needed, create the required custom Contact and Company. If you migrate from Zendesk to Freshdesk, you can also migrate content translations and call recordings.  And, the automated mi

4
T.Belevska
Community Debut
1 year ago
A
Apprentice
andy.beamishApprentice
posted in API and Webhooks

Errors Importing from Zendesk

Hi there, It seems that all failed tickets have call recordings. Freshdesk doesn’t support call recording - you need Freshcaller.  However, you can migrate them as ticket attachments with an automated migration app. You just pick to transfer data from Zendesk to Freshdesk. And, while mapping data, you select an automated option, to migrate call recordings.  If you don’t choose this option, the tool just skipped them and migrate tickets alone. I hope this might be of interest to you. Best regards,Tetiana

4
T.Belevska
Community Debut
1 year ago
D
Apprentice
DeskElfApprentice
asked in API and Webhooks

Data Import From Admin > Account Settings > Export Data

Hi there,  You can do it in a simpler way: merge two Freshdesk accounts. This way, you can import such records as groups, agents, companies, contacts, tickets, categories, folders, articles, forums, and topics.In addition, you don’t need to convert XML into JSON, as you directly move into a new Freshdesk account.If you still require a CSV file of your tickets, you can search for a third-party app on the Freshworks marketplace. Freshdesk just supports importing contacts into CSV. A third-party app can transfer ticket ID, subject, tags, department name, description, type, status, priority, attachments, agent email, etc. I hope it might help you. Best regards, Tetiana

2
T.Belevska
Community Debut
1 year ago
Jagadeesh_kanumuri
Apprentice
Jagadeesh_kanumuriApprentice
asked in Contacts & Companies

how to import my domain (Companie) mail id into freshdesk as contact

Hi there, If importing CSV files with contacts doesn't work, you can try out a third-party app. For example, you can request a Custom Data Migration to transfer your domain (Company) mail id as a contact. Or you can: Add tags to migrated tickets Skip attachments Migrate call recordings Migrate content translations One time Demo with custom data Plus, when you transfer all help desk and knowledge base records together, you maintain data relations. You can easily find any needed information. For more details, visit this page. Best regards, Tetiana

2
T.Belevska
Community Debut
1 year ago
Ruslan
Apprentice
RuslanApprentice
asked in API and Webhooks

Can't import attachment for message created by a customer using Freshdesk Rest API v2 - “Attachments on individual customer message was not imported due to Freshdesk API limitations”.

Hi there,  Any data migration requires extra preparation so it goes seamlessly and successfully. So, before importing data, you need to: Check if you have admin rights. Request a support team to raise an API limit before migration. If data transfer still goes wrong, you can request a custom data migration to Freshdesk. There a tech team can tailor your data transfer so you can transfer conversations created by customers, filter data by date or type, add tags to the migrated tickets, etc.  To read more about Custom Data Migration, visit this page. I hope it helps with future issues. Best regards, Tetiana

2
T.Belevska
Community Debut
1 year ago
effi.mor
Apprentice
effi.morApprentice
asked in Apps and Marketplace Integrations

Import requesters from Google directory automaticaly

Hi there,  If you need to transfer all Gmail data, then you can run a Gmail to Freshdesk data migration. In such a way, you can migrate users, contacts, and emails at the same time. To omit data duplication, you can request a filter to leave specific records behind. If your team continues using Gmail during data migration, you can pick up a needed support plan with Delta migration.  I hope it can be useful for future migrations. Best regards, Tetiana

4
matthieu.cote
Top Contributor
1 year ago
C
Contributor
cameradoContributor
asked in Contacts & Companies

Trying to import csv from another CRM - Freshworks tells me to input mandatory fields: Emails, External ID - WHERE?

Hi there, Before migrating CSV files, check the templates provided by Freshdesk. Or look through the Freshdesk Support. There’s an example where an email should be placed. In addition, check the following things: Column headers in CSV files include names for fields like Name, Email, Title, etc. The CSV file must contain Name and Email address or Name and Phone number. Whenever two email addresses are associated with the same contact, you should use "||". You can add up to 10 emails for one contact. However, if you use a third-party app like Help Desk Migration then the peculiarities can be different. If you import CSV files to Freshdesk, be sure to include: Ticket ID Subject Description Type Status Priority Agent email Agent name  For more details on CSV import via a third-party app, check this page. Best regards, Tetiana

1
T.Belevska
Community Debut
1 year ago
M
Apprentice
masterchrisApprentice
asked in How do I....?

Dropdown Items Migration

Hi, Whether you import CSV files or transfer data from an old help desk platform, you move different custom fields apart from the dropdown. The most common ones are single-line text, multi-line text, number, dropdown, date, decimal, checkbox, etc.Note that you can’t migrate custom fields without tickets. So, to migrate custom fields, you need to: Choose a source platform and Freshdesk. Select the data you want to import. Map agents, groups, tickets, and articles if you move any. Run a free test demo migration. Check the results of the demo migration. Note that you need to set up custom fields prior to data migration. However, if you use a third-party app, you can create any missing custom fields while mapping tickets. Best regards, Tetiana

3
T.Belevska
Community Debut
1 year ago
HEMAL SHAH
Apprentice
HEMAL SHAHApprentice
asked in Apps and Marketplace Integrations

How to migrate entire tickets with history from Jira to Freshservice ?

Hi there,  For those who don’t have any coding skills, an automated migration service is a better option. First of all, your entire ticket history transfers automatedly. Then you can tailor your data migration to the business needs.For instance, when migrating from Jira to Freshservice, you can transfer agents, companies, contacts, tickets, categories, folders, and articles. Moreover, you can: create the missing agent profiles select a default agent for inactive or deleted agency migrate your inline images as attachments add tags to migrated tickets  I hope it might be useful in future issues. Best regards, Tetiana

5
PKX
Community Debut
1 year ago
S
Apprentice
SpectorAlexApprentice
asked in Ticketing & Agent Productivity

Exporting ticket date for period longer than 30 days

Hi there, Before you go on, you can check this similar question. If you experience any glitches with the date range, opt for a third-party app. A tech support team can filter data by date without limits. In addition, they can:  Apply custom filters to the imported data. Ensure data deduplication. Match pre-existing data in your new system. Migrate one object as another.  Best regards, Tetiana

4
Fahadjutt
Community Debut
3 months ago
M
Apprentice
MckHelpDeskApprentice
asked in Knowledge Base

Options for backup of Freshdesk solutions content

Hi there,  You got two options: a) export the knowledge base into CSV files via a native exporter; b) transfer articles, folders, and categories with an automated migration service.  If you consider a native exporter, go to Quick views. Then click on All articles and choose all the articles to export from the article list view. A new window opens where you need to select all columns you require. After that, press Export to receive the CSV file in an email. Moreover, you can filter articles and export only the needed ones. If you pick an automated migration service, you can transfer categories, articles, and folders from Freshdesk to CSV. After data migration, download CSV files and check if they contain a title, description, tag, status, category, folder, and attachments. Best regards, Tetiana

3
T.Belevska
Community Debut
1 year ago
S
Apprentice
schulitApprentice
asked in API and Webhooks

Freshdesk organizations merge

Hi there,  As mentioned above, Freshdesk doesn’t offer an option to merge multiple organizations. However, you can associate one contact with multiple companies.  To do so, go to Contacts on the left pane. Then press More > Edit next to the contact name to change the company association of existing contacts. Afterward, click on Add company and type the name of the needed one. Hit Save to apply new settings. Similarly, you can merge contacts. Once again press Contacts on the left panel. Choose the contact you want to merge and hit Merge on the action bar. There find and pick the needed contact for merging. After that, mark the primary contact - it would contain all the basic information and adds the data from the secondary contact. Then press Continue. Afterward, review the information you want to associate with the main contact. Finally, press Confirm. If any of the options above don’t meet your needs, you can merge two Freshdesk accounts with the automated migration service. To do

2
T.Belevska
Community Debut
1 year ago
ITSpace
Apprentice
ITSpaceApprentice
asked in Automations

Route Tickets Between 2 Freshservice Instances

Hi there,  If you have issues reported multiple times, by members of the same team, you can merge two tickets on Freshservice. To do so, you need to decide which ticket is going to be the primary one. Then press on More in the top-right corner and pick Merge from the drop-down menu. After that, select the tickets you need to merge from the drop list. Afterward, pick the primary ticket and click Continue. On the new page, ensure that the changes are correct. Hit Confirm to merge tickets. If this option doesn’t meet your needs, you can simply merge two Freshservice accounts and map all fields between each other. Open an automated migration app. Then select both Freshsservice accounts as your source and target platforms. Just ensure that you fill in the correct URL and API Token. Then select the records to import and map fields. For more details, check this out. Best regardsTetiana

6
T.Belevska
Community Debut
1 year ago
manns
Skilled Expert
mannsFeatured Influencer
asked in Getting Started

Freshdesk versus Salesforce?

Hi there, The choice depends on the size of your customers’ businesses. Freshdesk is the one when it comes to freelancers, small and middle-sized businesses.  In fact, Freshdesk differs from Salesforce Service Cloud with the following features:  Shared inbox: Agents can keep track of all queries, requests, and questions in a shared inbox 24/7.  Ticket SLA management: you can set these expectations with Service Level Agreements. Each department, agent, and the ticket can be assigned a different expectation. Advanced reporting system: you can use an advanced system that is way more robust than the usual one. As well as allowing you to filter out things such as agents, ticket types, and SLA cases, it can also group data from different departments and channels.  Team Huddle: you can invite third-party colleagues, partners, and freelancers.   For more details, visit this site. Best regardsTetiana

3
manns
Skilled Expert
1 year ago

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