Replies posted by shannon.mejia

54 Replies

shannon.mejiaSkilled Expert

asked in Analytics

Analytic Reports on Main Dashboard

I am looking to add the widgets to the main homepage dashboard, not just under analytics. Is that possible?

1 year ago

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Adding Text on Ticket Page in Portal

Hi. If I understood correctly, this is what you are looking for: If that is correct, it actually is kinda simple (yes, it is HTML): You need to go to Admin -> Service Desk Rebranding -> Customize Support Portal -> Layout & pages -> Portal pages, and then choose Tickets - New ticket. In that page, you may add text (following HTML rules) above the div corresponding to ticket-new-body: Hope this helps. Sincerely, This is EXACTLY what I needed and it worked. Thanks so much!!!!!

3 months ago

JTAVOLAROSkilled Expert

asked in Automations and Workflows

tasks and workflows

Hi @JTAVOLARO Greetings from the Freshworks community! We can create a ticket updates service task automation rule to close a parent ticket when a service task is closed. Please navigate to Admin → Automations → Service tasks → Service task updates → New rule. Below is the screenshot of a sample rule. Feel free to drop a note here incase of further queries. How do you set the condition that ALL tasks must be set to completed? This seems to only be ANY task marked to stus completed.

3 months ago

shannon.mejiaSkilled Expert

asked in Automations

Task Due date Equals ticket due date

Hi Sharon. Thanks for sharing a screenshot of your task workflow. It seems it is not triggering (is it?) due to the event. Maybe, setting it up for condition Task is created, and rearranging appropriately the workflows might help. I’d also try using a timer in the Task workflow in order to let the tickets workflow to finish, and get the ticket due date properly updated, so it is available for the task workflow. Hope this help. Regards, I have 2 tasks being created by another task closing. I need the 2 tasks due dates to be updated to the ticket due date. The timer suggestion did help, except it changed the due date of the closed task that triggered the opening of the 2 tasks instead of the 2 new tasks. I then created another workflow to say a task is created and it is those 2 new tasks, but it doesn’t trigger that workflow. The only thing that kicks off a task workflow is the action a task status is changed to anything to completed, but i want the due dates changed before t

9 months ago

shannon.mejiaSkilled Expert

asked in Automations

Task Due date Equals ticket due date

@eeha0120 Here is the workflow:This is a ticket workflow to start the process. It has the first task in it. This task I do NOT want to set as the ticket due date because it needs to be completed in a day. This is the task workflow. it kicks off once the task in the ticket workflow is completed. I have added the “Due in/by Ticket Due Date” action after the conditional, after each action and at the end and nothing has changed these tasks to the due date = ticket due date. I have added a timer as well and still not. What it does do is change the due date on the closed task from the ticket workflow. I guess because of the conditional?

9 months ago

shannon.mejiaSkilled Expert

asked in Automations

Task Due date Equals ticket due date

@Daniel Söderlund I don’t know enough about webhooks yet to do this. I looked at the link you sent yesterday from another post, but it is over my head right now.

9 months ago

shannon.mejiaSkilled Expert

asked in Getting Started

IT Only Requestor Group

We’ve handled this in my company by assigning Service Catalog items to “All Agents” and then a Requester Group called “No User Access” (though, “No Requester Access” would probably be a better name/match. That Requester Group? Empty. It would be nice if there were just a “None” option in the Agent/Requester group settings, but since that doesn’t exist, we worked around it. Thanks!!! I will try that. Makes sense!

10 months ago

shannon.mejiaSkilled Expert

asked in Portal/Knowledge Base

Kiosk Mode

Instead of using the portal can you have them use some web application that submits their request via email to FreshService and creates a ticket? Interesting idea for sure. I hadn’t thought about that. I don’t have developers but I wonder if there might be something in the Marketplace already. I will search

8 months ago

shannon.mejiaSkilled Expert

asked in Portal/Knowledge Base

Kiosk Mode

Hi. Interesting approach suggested by Patrick. If using an iPad, what about using the Mobile App ? Not sure if it is available for iPadOS. Regards, the iOS does have an app, but there still needs to be someone logged into it and it defaults still to the person logged into the App.

8 months ago

shannon.mejiaSkilled Expert

asked in Automations

Task Due date Equals ticket due date

What i did was create a task after each other task that says once the task is assigned to someone, it will make the due date equal the ticket due date. It is crazy, but it works for now.

9 months ago

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Response due not needed for Agent opened tickets

I have looked through the Community and haven’t found answers on this yet. Has anyone created a rule/process where if the ticket is opened by an Agent, the response SLA is met? Basically, if my IT staff opens the tickets via a phone call, then the ticket still requires a response via email or public note. That seems redundant since they talked to the customer to open the ticket. Thoughts? Hi Shannon. This two-stages approach may be helpful: Create a workflow when the ticket is raised to have a variable set when the creator is the Agent: Create a SLA Policy that checks for that variable and value, and if true/enabled/set, use this SLA policy, in which Response Due is the highest possible value: Regards, If the response due is the longest needed, won’t it still show a response due? it won’t go late, but the response due will still be there, right?

9 months ago

Kamakshi VCommunity Manager

published in Welcome

Chapter 2: Navigate the waters - Understanding how content is organized.Getting Started

How do we gain access to other pages? I get the following sometimes when I am clicking on posts through the search. And I am logged in

16445

9 months ago

Kamakshi VCommunity Manager

published in Welcome

Chapter 2: Navigate the waters - Understanding how content is organized.Getting Started

@Kamakshi V thanks for the quick reply! I had this issue before the transition, but I waited to report it thinking the transition would resolve it. Is there only certain forums we have access to? Wasn’t sure if I need to update my profile or something.

16445

9 months ago

shannon.mejiaSkilled Expert

asked in Portal/Knowledge Base

Kiosk Mode

@shannon.mejia Hello Shannon, Have you tried our Feedback Widget? You will have to take the respective Popup/Embedded Widget Code which is found at the bottom of each tab under Admin →Channels → Feedback Widget and then paste the code into your website’s HTML page depending on which page you need it to appear. This will help your users to raise tickets by filling in your ticket form. Do let us know if this helps! Thanks! Suvashini That works for incidents (which is cool! thank you!), but any thoughts to how I can do this with requests...where I will have the service catalog? my main issue is them needing to log in to the portal to view items….i tried the iOS app, but same situation

8 months ago

shannon.mejiaSkilled Expert

asked in Portal/Knowledge Base

Kiosk Mode

@shannon.mejia - As per design, Service Catalog requires login for anyone to raise the service requests. I don’t think there’s a way in which we can by pass the login to raise the requests. Do you think you can create a dummy user and make this portal logged in all the time? so they can still raise service requests by mentioning their email address in Requested for Section? Another solution would be adding an extra drop down field say Type (Incident, Service Request) and hide this in business rules so that it will not be visible in the end user portal but visible in Feedback widget, set up workflow automation to change the ticket type to service request. once this is raised using Feedback widget. In this way at least they still have an option to raise service requests using Feedback widget. Not an ideal one. But still helps to an extent to different incidents and service requests raised via feedback widget. Thanks for the reply! That makes sense. I thought about the “dummy” accoun

8 months ago

shannon.mejiaSkilled Expert

asked in How do I....?

Additional portals

Hi Shannon, yes you can have multiple portals in Freshdesk https://support.freshdesk.com/en/support/solutions/articles/37638-supporting-multiple-products-with-freshdesk I am using freshservice though….i dont see the same admin screens as mentioned in this article. is this one for freshdesk?

9 months ago

shannon.mejiaSkilled Expert

asked in How do I....?

Additional portals

This was posted in the wrong forum :) If you don’t use MSP, you can use MSP account mode or just another account in the same organization. Downside with that is that you get a separate instans of Freshservice in both cases. You need to setup automations and service items and so on. MSP account mode then you will share the agent licenses between the instances. You get a combined dashboard. Thanks Daniel!! I will look into the MSP...I thought we couldn’t use it is we aren’t an MSP. The use case is for our walk-up area to simplify it for the non-techy users. I want a simplified service catalog for them to only show the walk-up type items and then a basic incident form. I thought a separate portal would be the best way.

9 months ago

shannon.mejiaSkilled Expert

asked in How do I....?

Additional portals

9 months ago

shannon.mejiaSkilled Expert

asked in How do I....?

Additional portals

9 months ago

shannon.mejiaSkilled Expert

asked in How do I....?

Additional portals

@Daniel Söderlund Sorry for keep bugging you :). I added a custom field checkbox to check for the users we want to view this to create the “everyone but” group based on it NOT having this checkbox. The issue though is that in the conditions for auto adding people to the group, it does not allow me to use the custom field I created. Any ideas on this?

9 months ago

shannon.mejiaSkilled Expert

asked in How do I....?

Additional portals

Sweet! Ok, so I changed it to a text field and it worked as a filter option!! Woohoo!! I am going to run with this and see if that works. Thank you!!!!

9 months ago

alyssia.correaCommunity Manager

published in News and Innovations

WATCH ON DEMAND - Ask your questions to IT/ESM Subject Matter Expert , Alex TranASK THE EXPERT

What is the future plans for Knowledge Management in Freshservice? Some of the features FreshDesk offers (like templates) would be wonderful for Freshservice.

22920

7 months ago

maloktSkilled Expert

asked in Portal/Knowledge Base

Using Knowledge Base\Solutions for Public Portal and IT Wiki

Yes, sorry, it was difficult to explain. Ok, so the view permissions are at the Folder level, not the Category level, I was incorrect. So, let’s say we have a Category: Software, then a Folder under that for Microsoft Outlook, and in there, an Article: ‘How To Read Email’ meant for end users, and another Article: ‘Exporting PST Files’ meant only for agents. Since we can only set view permissions at the folder level, it seems like we need to build parallel folder structures for Requestors and Agents if we want to keep it cohesive, or maybe I’m just not able to think outside of my little box. We are also looking at the Solutions module and we thinking about the same thing. Do not want to have to duplicate it because if we made edits we would have to do it in 2 different places. Did you find a solution this this?

8 months ago

shannon.mejiaSkilled Expert

asked in Portal/Knowledge Base

Linking Solution to ticket

Oh man. That is crazy! I thought you could link Solutions with Incidents. That is a major shortcoming it seems.

8 months ago

shannon.mejiaSkilled Expert

asked in Portal/Knowledge Base

Linking Solution to ticket

I created a feature request. GO vote for it :)

8 months ago

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Replies posted by shannon.mejia

Chapter 2: Navigate the waters - Understanding how content is organized.Getting Started

Chapter 2: Navigate the waters - Understanding how content is organized.Getting Started

WATCH ON DEMAND - Ask your questions to IT/ESM Subject Matter Expert , Alex TranASK THE EXPERT

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