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We are using Freshservice product and one of the challenge is to have agent wise overall volume handle report for a given month. We can get the received tickets however it only shows open and closed by the agent ( In their bin) but it lacks the visibility of tickets which are escalated to different groups. How can we see monthly ticket volume handled by agent which they escalate to next level teams.
According to the documentation (https://developers.freshchat.com/web-sdk/v2/#messenger-api) we can destroy the Freshchat via `window.fcWidget.destroy()` call.But how to re-initialize the Freshchat again?It doesn't work via `window.fcWidget.init()`
in order to set the language of freshchat during initialization, it is enough to specify<script> window.fcWidgetMessengerConfig = { locale: "fr" } </script>The documentation (https://developers.freshchat.com/web-sdk/v2/#multi-lang) says that in order to change the language dynamically, you should callwindow.fcWidget.user.setLocale('en')But when I do this, nothing happens. In the browser console, you can see that the function is called, but the chat does not change the language.How to change the language correctly?
Hey everyone, hope everyone in the community is well!I’m a new customer to Freshworks, FreshDesk and FreshChat so I’m learning my around each of the systems stage-by-stage.I do have a question in regards to the Custom CSS Editor, within the Web Chat settings (Within the Freshchat product)I have already inspected various classes, and applied those styles in to the CSS Editor, and used the !important flag as a way to overrule specific styles, but I am a little confused, to whether the preview of the chat embed (I’m referring to the preview panel of the chat window) should be updating in real-time as I’m applying my Custom CSS updates?As it seems no matter which custom styles I am implementing, nothing seems to be updating in terms of the style of the chat within the preview panel.Am I missing a trick somewhere? Ideally, I’m wanting to change the ‘div.body’ background colour through targeting that specific class.Does anyone have any pointers on how to achieve this? I have searched around
I saw different support articles about how to deploy the FreshService Agent, but I had not seen one around using Microsoft’s Intune. We are currently using Intune for software distribution and I figured it would be helpful to share how we deploy the agent with Intune. Let me know if this post is helpful and works for you.Assumptions: You have the fresh service agent msi file downloaded on your PC. You have the Intune app builder “IntuneWinAppUtil.exe”. (we find this offers more custom install options than just using the MSI “line of buisness” app deployment feature in Intune) For information about the Intune app builder see this Microsoft Article: https://docs.microsoft.com/en-us/mem/intune/apps/apps-win32-app-managementBuilding your deployment:Save your Fresh service agent file in a folder by itself on your PC. In this example I used C:\temp\fs. Run the IntuneWinAppUtil.exe as an administrator. Specify the source folder: C:\temp\fs Specify the setup file: fs-windows-agent-2.9.0.ms
When you reply to a ticket via email, it adds the update as a note. I’m trying to figure out what specifically Freshservice keys in on to know what ticket to attach the note to. I’m trying to find this information so I can use another system to send a specific email with the proper format to update a specific ticket, without having the original email thread.
As pointed out by other customers, such as , the ability to convert an Agent to Collaborator or Collaborator to Agent is a glaring gap that was missedThe current advisory to first delete the agent and then make them a collaborator is flawed as it creates a situation that this users tickets are unallocated incorrectly, they are still within the company and did work on these items.Totally get the need to restrict collaborators from being asssigned on tickets going forward, but there are valid use cases for them to remain on historic ticketsSUB FORUM SELECTED IS INCORRECT BUT THERE IS NONE MORE ACCURATE
Thank you for joining our AI group! This forum is your go-to space to explore all things AI—ask questions, share feedback, connect with peers and product experts, clarify doubts, explore new ideas, and access tailored solutions and resources. You’ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into Freddy AI Agent—a powerful catalyst for transforming both customer and employee experiences.Icebreaker:Let’s get to know each other better! Please share your thoughts using the following format:Name & What you do : Favorite part of the AI Summit: (What did you enjoy most about the event?) Feature of Freddy AI Agent you’re most excited about: (Which feature caught your attention?) One thing you’re hoping to learn or explore more about in this group: (Any specific questions or areas of interest?)Looking forward to hearing your thoughts and kicking off some great conversations around AI!
SCIM was working fine until today, now get this error every time a new user is in scopeEntrySynchronizationErrorResultFailureDescriptionFailed to match an entry in the source and target systems User 'redacted@redacted.co.uk'ErrorCodeUnSpecifiedErrorMessageReceived response from Web resource. Resource: https://scim.freshservice.com/scim/v2/Users?filter=urn%3aietf%3aparams%3ascim%3aschemas%3aextension%3afreshservice%3a2.0%3aUser%3adivision+eq+"Support+Functions" Operation: GET Response Status Code: BadRequest Response Headers: access-control-allow-origin: * access-control-allow-methods: GET, POST, OPTIONS, PUT, PATCH, DELETE access-control-allow-headers: X-Requested-With,content-type,Authorization access-control-allow-credentials: true Date: Thu, 13 Feb 2025 10:57:58 GMT ETag: W/"52-1t3R/r3aEgvZKNyP5o/0lq4gfl0" Response Content: {"schemas":["urn:ietf:params:scim:api:messages:2.0:Error"],"detail":"Bad Request"} . This operation was retried 0 times. It will be retried again after this date
this is one of the highly searched query on the Internet. But today we will solve that. Before going to move your emails from Google Workspace to Office 365, you need to take Google Workspace Backup. in the PST file. And then after, you can import PST to Office 365 seamlessly.
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We have tried to add dependent fields to our ticket form, but they will not drop down when you go to submit a ticket in the portal. Does anyone have any solutions or similar problems?
Is there a way to move collaborators to agents?
I created a test marketing list and decided I want to delete the list. I’m unable to find an option to perform the delete of the marketing list.Anyone have any idea how to delete the unwanted marketing list? Thanks
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Ever since I’ve used Freshdesk, there are about 20 contacts with “@freshworks” or “@freshdesk” email addresses. They were simply there when I was onboarded. They clutter up my contact list. Is it OK to delete them? When I go to delete them, I get a pop-up message saying “When you delete a contact, all future communication from this contact will be marked as spam. Are you sure you want to proceed?”I just want to make sure I don’t miss an important message from one of them from a support perspective. Also, if I do delete a contact, say by accident, how do I stop them from being treated as spam? Do I just need to set them up again?Thanks in advance for any direction.Dave