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Replies posted by Chris S.

13 Replies

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Oldest first

kong-jhartmannSkilled Expert

posted in Ticket & Workflow Management

Ticket sharing for agents?

I also hope to see any progress on these 3 points @kong-jhartmann gave up here.In fact, I hope there will be also a number 4: Edit the Shared ticket notification.When you share a ticket, there is a notification going out to the requester that has been addedBut we don’t have the functionality of editing that mail.

adam_14612Contributor

asked in How do I....?

Freshdesk: Feature requests

Hello, I hope I'm at the right place here for some Feature Requests, if not, please inform me where to move this.A customer of us had some questions which we think could be interesting, and we like to add them in this feature requests.Show the full filename of an attachment when sending a answer to the requester Possibility to avoid a closing mail to be send when the ticket is a child ticket Possibility to show the ticketlist on the left side of the screen and get a preview of the chosen ticket on the right side. (like a mail client) Automations are not applied on collaberatorsHopefully there are more people here that like this ideas.GreetZ!Chris.

Chris S.Skilled Expert

asked in Automations and Workflows

Mail externally from time triggered automator

Hi @Aishvarya ,Thank you for the tip, but the automator does not got triggered,And I think that's because the first action is not done by an agent, but by the system.But, when I click on system it says it should depend on a action, and there are only 2 actions; and they are not the 2 i need….Any more ideas?Gr.Chris

Chris S.Skilled Expert

asked in Ticket & Workflow Management

Copy Category from Ticket to Problem?

Hello @zachary.king, indeed. I've tried that but the problem is, I cannot get the automator to autofill the category that is selected in the ticket. So, I need a kind of reader that “reads” the chosen category in the ticket and fills that in the category field of the problem.

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Edit text in header of Support Portal

Hello @zachary.king @aravind.sundararajan , I've tried both of your options, ending with this: (for which i'm already very thankfull!) Result: Both the text rules are now displayed… Szia Chris, hogyan segíthetünk? Hi Chris, how can we help you? So, it looks like the portal does not check the language code of the portal? does it check something else maybe? p.s. I've turned around the if and elseif and the double == to 1 = because with two == ,1 became red… Any more ideas? Hi @Chris S. Which edition of FreshService are you entitled ? It seems that conditionals are for Pro plans and above (Growth and earlier can’t use them). Would that be the case ? Please note also that you need to perform comparison, so, you need indeed to use double ==. Try to remove the <h2> tags in the conditionals; they will be used only in your output. Regards, Elvis Hello Elvis, The customer is on Growth, that explains…But thank you for the information! GreetZ!Chris.

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Edit text in header of Support Portal

Hello @zachary.king @aravind.sundararajan ,I've tried both of your options, ending with this: (for which i'm already very thankfull!)Result: Both the text rules are now displayed…Szia Chris, hogyan segíthetünk?Hi Chris, how can we help you?So, it looks like the portal does not check the language code of the portal? does it check something else maybe?p.s. I've turned around the if and elseif and the double == to 1 = because with two == ,1 became red…Any more ideas?

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Multiple "Report an Issue" buttons on Support Portal

Hey James, This was Spot-On!I've made a Subject like you said (also tried with category, but that didn't work)And now with the automator I can assign the right Category and the right Group to it.So, Thanks for the tip!

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Multiple "Report an Issue" buttons on Support Portal

Sorry, my fault; I wasn't clear enough.What we wanted to accomplish is that when an end-user clicks on the newly created button, he/she gets the “create a new ticket”-screen, but with the categorie and eventually sub-categorie already pre-filled and locked so that it isn't changeable.First, I was thinking of creating a workflow automator but couldn’t think of how I define the button the end-user has clicked on...But for the code for the button; Many thanks! very cool to be surrounded with so many people who are that good at coding!

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Edit text in header of Support Portal

And where do I paste this code?Unfortunally, im not that programmer minded, so I wouldnt know where to add this code.Till this part all was clear, except this one ;-)GreetZ!Chris

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Multiple "Report an Issue" buttons on Support Portal

Hey,That's cool!Any change it is also linkable to a Category & Subcategory?Thanks in advance!GreetZ!Chris.

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Edit text in header of Support Portal

Hello @zachary.king ,Do you also know how to get this text automatically translated just like the rest?Because all the text is translated to Hungarian when the colleagues from Hungary login, except the Welcome message… ;-)Gr.Chris

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Multiple "Report an Issue" buttons on Support Portal

Hmm, what I actually meant was; when the users come on the support portal they get one button; ‘report an issue’, the other buttons are hidden.Now, the customer was wondering if it would be possible to get more buttons like this that are linked to a specific category. So that by example, the end-user can choose to Report an issue for Software issues with the first button, and can Report an Issue for System Issues with the second button.So they would get something like this:Would that be possible?With kind Regards,Chris.

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Edit text in header of Support Portal

Cool, that's exactly what I meant!Thanks m8!GreetZ!Chris

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