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One of my requirements will be to generate a report for the time spent over the year, per customer. The defualt “Time Sheet Summary” is close, but I see 2 issues:The maximum time interval is 6 months. Why is there no option for year? I don’t want to see per agent data. Just time per ticket. So a total time per ticket, no an itemized list of time log entries.Is that possible? It seems like these reports are mostly for management to keep track of their agents performance which is not what we’re interested in. But more to let our customers know how many requests they are making and the time we spend on them.Would this be possible through the analytics?
Hello,I was wondering if it would be possible to edit the Welcome message when you log in to the support portal. At this moment it says: Hi, How can we help you? But, my "challenge” for my customer is, to get the name of the requester between ‘Hi’ and the Comma (,).So, If I login, the welcome message will say; Hi Chris, how can we help you? I hope someone knows how to do this. Thanks in advance!
When I reply to a Ticket, I set the Ticket Status to Pending. Similarly, when I add a Private Note to a Ticket, I set the Status to Pending Internal. I reopen any Ticket to which the requestor replies or to which a Private Note is added. When a Ticket has been Pending for more than a week, I set its Status to Follow up. But I can’t do a similar thing for Pending Internal. Two feature requests that would solve this: USER STORY #1:As a: Freshdesk user who communicates internally using Private NotesI’d like to: Use an “Hours since last note added” Time Trigger Automation conditionIn order to: Only set Ticket Status to Open if it’s been more than a week since I last added a Private Note USER STORY #2:As a: Freshdesk user who uses custom Ticket StatusesI’d like to: Use an “Hours since <custom status>” Time Trigger Automation conditionIn order to: Only set Ticket Status to Open if the Status has been a certain custom value for more than a week I’d ideally have a custom view just for Op
USER STORY:As a: User in a small company that doesn’t have separate support agent groups, such as Freshdesk’s default Customer Support and EscalationsI’d like to: Remove the Group Ticket field, or at least hide it in the Agent Ticket viewIn order to: Simplify the interface and thus our ticketing process
Freshservice Release Notes - Sep 2022Release Notes
Important update: We have updated the release timelines of “Parse Alert Content in Email” and “Add Alert fields in Ticket Workflow Automator” on 28th Sep 2022. This enhancement will be available by 07th Oct’22 instead of 29th Sep’22.Note: All the features/enhancements below will be available on Starter and Growth plans on Sep 15th. For Pro and Enterprise plans will be available on Sep 29th.Product version: 2022.R09L.01New Features and Enhancements Increase Limit in Team Dashboards Tracking Attachment Activities in Ticket logs [API] Ability to filter tickets by the requester Arcade - Renaming 'Sharpshooter' Improved Natural Language understanding system for Virtual Agent Improved Virtual Agent's responses Parse Alert Content in Email Add Alert fields in Ticket Workflow Automator Get mobile push notifications for on-call management End-of-Life Asset Field Bug Fixes New Features and Enhancements Increase Limit in Team DashboardsCategory: IT Service ManagementWe have increased th
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Hello, I was wondering if anyone has an elegant solution to automatically update a picklist field (territory) based on another free text field (country) For Example. If Country = USA, United States, Canada Update Territory to North America I know I can do this via a workflow, but due to the number of countries and territories, it will become 8+ workflows. The Territory values i’m looking to automate are below. Cheers. Northern EuropeAland Islands, Denmark, Estonia, Faroe Islands, Finland, Guernsey, Iceland, Ireland, Isle of Man, Jersey, Latvia, Lithuania, Norway, Sark, Svalbard and Jan Mayen, Sweden, United Kingdom, UK, Scotland, Wales Southern EuropeAlbania, Andorra, Bosnia and Herzegovina, Croatia, Gibraltar, Greece, Italy, Republic of Macedonia, Macedonia, Malta, Montenegro, Portugal, San Marino, Serbia, Slovenia, Spain, Vatican City Western EuropeAustria, Belgium, France, Germany, Liechtenstein, Luxembourg, Monaco, Netherlands, Switzerland Eastern EuropeBelarus, Bulgaria, Czech
At present, a ticket will only have reached it’s “Response” SLA if an agent sends an email from it.Would it be possible to enable a manual function whereby an agent can mark the ticket as having been responded to, for example if they have called the user, or gone to the user’s desk.This would be extremely useful especially for tickets on short SLAs as the agent may exceed the response SLA whilst actually in the middle of trying to help the user and it is not really appropriate at that time to send them an email just to say the ticket has been picked up
I have a workflow where the event is when a Ticket is Created or Updated.It is triggered if I go into the portal and change the status. It is not triggered if something within the workflow changes the status (understandable).I wanted to be able to trigger the update from within the workflow, so I initially tried using a webhook to update the ticket via the API. Whilst it triggers as expected when I’m testing from within the workflow, when I raise a ticket that works through the workflow, the webhook does update the ticket, but this update does not trigger the update workflow. I got around this by invoking a PowerShell command which updates the ticket (similar to the one I made available here: PowerShell Module for FreshService API).I have also noticed that adding a tag (via the portal or API) does not trigger the update workflow either.So my questions are:Is there a reason that an update via the webhook does not trigger the ‘Update’ workflow? What fields being changed (besides status)
I am reviewing our change ticket approval process and the way that it transitions from one stage to the next stage. Right now, it’s a very manual process and most of the time, the tickets don’t even transition from one stage to the next while the work is being done -- we’re fairly new at implementing the use for Changes in FreshService for our change management process.Are there any ways to use the Workflow Automator to automatically trigger an approval after the ticket is opened? Or maybe there’s another way to achieve this?For reference, this is what our Change Lifecycle looks like:
One of the reasons why I went with FreshService for my company was the drag and drop interface in the workflows. But as I dive deeper into workflows, I’m finding the drag-and-drop functions are not robust enough for some of the actions I wish to take. For example, when an email comes in from certain automated systems, I want to change the requestor so that a live person gets the updates. When a certain type of ticket is resolved, I want to launch a new ticket, passing over key details, for a different team. From what I’ve been reading here, this is possible through what looks to me like a seriously complicated approach utilizing API, webhooks, JSON, and possibly magic fairy dust!We need to be clear, I know absolutely nothing about API’s, Webhooks, or JSON. I was never able to devote any time to learning this. I don’t particularly want to learn it now, either, I just want to be able to put something in the workflow that works.Are there any tutorials or step by step lessons availabl
Suppose I want to create a KB article ahead of time, for a feature or tool that will be released in the coming weeks. Or I want to edit an existing article with the updates to an existing feature (phased release, for example).I know that it’s possible to save it as a draft and then manually publish it on the appropriate date, but is it possible to manually set the publish date on an article, so that the update is automatically published? Conversely, is it possible to pre-date the article create date or update date?
Hello, I’ve put together a solution with a table at the top of my page that links to the various headings within the solution i.e. <a href="#anchor1">Receive Application</a> in my table links to the corresponding heading<a id="anchor1">1) Receive Application</a>Initially on saving, all the anchor links in my published solution work but then they quickly stop working, when looking back at the code within the solution, all my id=”anchor” tags are removed leaving just:<a>1) Receive Application</a>Is this a bug or am I doing something wrong?Thankyou.
What’s the syntax to add multiple tags to a ticket? I’m working in powershell and my script works as expected, I’m just not able to add multiple tags.These don’t work:$body.Add('tags','Onboard/Offboard',’onboarding’)$body.Add('tags',['Onboard/Offboard',’onboarding’])$body.Add('tags','["Onboard/Offboard","onboarding"]') Not sure how to do this.
Hi there!We are a logistics company that encounter a lot of the same issues. Therefore we use a lot of templates in these standard situations.As we grow, learn more about FreshDesk and with situational changes, we need to adjust the excisting templates. This is quite a task at the moment.Below I will state some problems and suggestions.Search option for templates As it is now, you have to go through the alfabatical list of templates to find your template. And when you change your template and save it, you jump back to the start. This could be solved by having a search function. After saving, FD jumps back to beginning As stated in my previous point, after applying changes you jump back to the start on page 1. Now you will have to remember the page and email you where working on. It would be helpfull if you would remain on the current page so you can continue. Sorting function A function where you can sort the templates. Assuming point 1 and 2 are options, you could search your template
We have certain processes that require multiple departments to complete different tasks related to the same process. Ideally, we would like to fill out one service request that results in separate tickets assigned to different groups. We have tried the "additional items" option to create a bundle request, but on the child ticket, you can't see all of the fields of information that was inputted into the parent ticket, and we don't won't to define the same fields for the child request, because then you have to fill out the same information multiple times when filling in the service request. Even if we wanted the owner of the child ticket to look at the details in the parent ticket, it isn’t always possible because sometimes they don’t have access to the group the parent ticket is assigned to. The enhancement request below is 5 years old, does speak to some of this, but thus far, there doesn’t seem to be an automated way of having the parent details copy into the child tickets. (There
Sales can be a messy, broken process as reps scramble for data on the right leads to target and nurture and sales managers try to get complete visibility into ongoing deals. A powerful CRM can streamline your sales processes and boost productivity, thus easing the lives of your sales reps and sales managers.From helping sales reps identify sales-ready leads to providing visibility into your sales pipeline, here are four ways you can integrate a CRM in your sales adoption plan:Provide a single source of truth: It’s easy to lose or miscommunicate lead data when leads are passed between different sales teams. This leaves salespeople with an incomplete view of the prospect. A CRM helps prevent this by documenting all prospect and customer information in one place. This serves as a single source of truth that all reps can access to get a complete, 360-degree view of prospects including: - A quick summary of basic lead and customer information - A chronological timeline view of each client’s
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