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Does anyone have a good way that they have added Requester Location to be a filterable option until Freshservice implements this for us? We use SCIM Provisioning with Okta to pull the Requester data into Freshservice.We have a global company and right now, our teams are looking at each and every ticket to see what geographical location it’s in. I suggested separate agent groups but they didn’t like that idea. Anyone have any other options they have implemented? Tags? Something else? Thank you!
We are moving from using the portal to using the API. 1 feature we want to retain is the ‘Related Articles’ block on the article solution detail pages. This doesn’t seem possible ‘out of the box’ after a brief perusal of the API documentation here:https://developer.freshdesk.com/api/#solution_article_attributes How can I achieve my objective of pulling in ‘Related Articles” using the API?
Hi all! Hoping someone can shed some light on this for me. When HR submits a onboarding request via the onboarding module and not the service catalog the requested for field is set to the HR requestor and not the new employee they are requesting for. Any way to make this change to the new employee? Causes a lot of time issues since we have to update each ticket so we can assign assets to them.
I’m trying to find a way to create custom fields in the location object. We support a lot of locations, and the only solution we’ve found to track what systems are running at each location is using a 3rd party CRM as the FreshService tool doesn’t seem to allow this. Is there a way to create custom fields in the location object, or is this on the roadmap anywhere?
We invested much time and effort to entering all of our IT assets - hardware and software. When we open Change tickets and want to reference the software, our software assets do not appear under the Software selection. This makes the tool far less appealing. We have teams assigned to different applications. Without noting the system, everyone sees all of the tickets instead of those relevant to them..
Greetings,When trying to access one or our 9 portals we get this error message.“Access DeniedYou are not authorized to access this account.Contact your Freshservice administrator.”Talking to support, this is default behavior.I’d like to allow for multiple portal access while on the same browser window using the same agent login information.Support asked me to post this as a feature request.
Community Hours 25th August 2022: Server Method Invocation - A Serverless take on Remote Procedure Calls
REGISTER Server Method Invocation (SMI) feature allows you to build frontend apps that invoke a serverless component. This session will discuss why you need SMI and when to use it in your serverless app. Join us live on Thursday, 25th August at 2:00 PM CET to explore the feature and learn from fellow developers in the community! TopicServer Method Invocation - A Serverless take on Remote Procedure CallsSpeakerShravan Balasubramanian - Senior Software Engineer at Freshworks (Follow Shravan)When25th August 20225:30 pm IST (India)| 2:00 pm CET| 1:00 pm GMT (London)Check your time zone Agenda What is SMI, and why do you need it? How to get started with SMI registration How to invoke SMI functions and essential things to remember about SMIs How frontend apps invoke SMI functions, and the response is handled When to and when not to use the SMI function Demo/Sample use case Q&A What’s in it for me? To introduce SMI and further explore when to make use of it in your serverle
I have a service request where I added some checkboxes to the custom fields , and I want to use a workflow to produce tasks based on whether or not the checkboxes are checked.I found in the expression builder where I can see the custom fields (placeholders, service request, search by service item, etc), but I’m stumped as to how to phrase the expression so that I know if something is checked or not. Is it Boolean? Is it a numeric value like -1=checked, 0=unchecked? Anyone with suggestions?
Hello to the community, Our company have concerns that seems to be occuring in multiple account. After a look to the support, I was not able to find a precise answer to this problem. By advance, thank you for the help you could provide. First problem :Sometimes, when our customers respond to a mail sent from one of our freshdesk mailbox (contact@ or order@ for instance), using the “forwarding” or “answering” option, some of them never reach freshdesk. It means that we have an initial ticket with the original mail but nothing more (no new ticket or new message on the original ticket ID). It does not seem to follow any pattern, because we still receive some response. Is it possibly associated to the Gmail account parameters that prevent some to land in freshdesk feed in some cases ? That is a bit frustrating to answer to upset clients without being able to catch their answer in a first place. Second problem : Also, we have another concern where forwarded email do not make it either (exam
Hello,I am dealing with a problem right now related to the API functionality of Freshdesk. In our application it's possible to add a note to a ticket, this sends a HttpRequest through the API functionality Freshdesk offers.The problem is that whenever a regular user of the platform tries to add a note to a ticket, the request will be denied. (403 error). They are supposedly not allowed to do this, meanwhile customers are able to do this in the customer portal of Freshdesk.The problem above only occurs when adding the UserID as a parameter. If I omit that then the note will get added succesfully, altough there won't be a source of whom added the note. The issue also doesn't show up if the acting user adding the note is also an active agent inside Freshdesk.What can I do here to let customers add notes through the API?I don't think this shouldn't be allowed since customers are able to add notes to tickets through other sources, like e-mail or from the customer portal.For what it is worth
Hi all,I’ve tried, but I can’t seem to find a solution. Is it possible to do change have the incident state behaves?Eg.:I have an incident, that first was put into “Pending Requester” State is “-” The Requester responded, and the state is changed to “Requester Responded”. That respond have I forwarded to an intern mail in our Finance department, but could also be to an external or any other e-mail. Then I set the status to “Pending Internal” The State is still “Requester Responded” and that’s the reason why I’m writing here:Can I somehow put that into state “-” like the ones where status is “Pending Requester”? Hope someone can help with this :)/Henrik
New Features and Enhancements Bug fixes:New Features and Enhancements Freshdesk Analytics enhancementsGet better insights from your data by exporting reports with single-line text fields. With deep linking, every report and widget inside Analytics will have a unique link so that one can share the reports with other users within Freshdesk.More details here. Auto-triage enhancements in FreshdeskReduce manual work and improve ticket handling time with this enhancement to auto-triage. Powered by Freddy AI, auto-triage automates repetitive tasks for agents by providing smart suggestions on ticket properties like Priority, Group, or Type.More details here. Parallel Calling in Freshdesk OmnichannelMake multiple calls simultaneously, have unified conversations with anyone, and get help to resolve issues faster. Agents can start a parallel conversation and switch between calls any number of times while putting the other person on hold.More details here. Changes to Freshworks sub-processor listW
Hello,how are you?I would like be able to route Whatsapp tickets to different groups based on different numbers through automations. Example I have 2 whatsapp numers in frshdesk support, I would like that every single ticket created in number 1111111111111 to be assigned to group #1 and every single ticket created in the number 222222222222222 to be assigned to group #2.
Hi, I just copy a request from another person because it is exactly the same issue that I am facing and this really needs to be changed because this wrong translation is confusing for our agents We frequently experience issues with our agents that assign the wrong status to a ticket.In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket".These are 2 completely different statusses.Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply".So is it possible to change the translation of Pending in Dutch towards “In afwachting”?Kr,Koen
Hey Everyone… We are trying to overcome a problem that we have routing tickets to multiple groups in Freshdesk, but using only a single support email address. In other words we would like to have two separate support functions but only one email for them. It seems FD can only achieve this by adding separate support emails for each group. Has anyone else had this problem and created a solution ?
Hello everyone,I have a new lead in Freshsales. The superior of this lead might join him to book the same deal. How would you manage that? Should I add the superior as a new lead? If so, how can I join those 2 leads to the same deal?Thanks in advance for your help!Annie
HiHow do I set up a automated time trigger rule to close ticket that had no movement on them for >60 days.It seems any ticket that had no movement on them for longer than 30 days is not being considered for and of the timed automation rules.Note: I am aware of a app like bulk update light. I am looking for a fully automated solution that I can set up and leave to run.Thanks
Any IT asset management (ITAM) activity is likely valuable, but have you considered the opportunity of move from the reactive ITAM activities (counting the number of things, understanding their cost, and reconciling for software compliance purposes) to more proactive ITAM capabilities?The most obvious opportunity is software license optimization, which brings in usage data to understand whether the cost of the software is justified in business value terms. With licenses reharvested if the software is underused. The same can be done for hardware and service subscriptions too.Please respond with where you are and where you would like to be with ITAM. Thanks :)
Hey Everyone!Join us Thursday, August 25th from 5pm to 7pm for our first and surely not our last User Group Meeting of Freshworks Users in the Utah Area! We will be meeting at the Pie Pizzeria in Midvale! (7186 Union Park Ave, Midvale, Utah 84047Pizza, Drinks, Wings, and good old fashioned Face to Face conversation!Come meet your local Freshworks team! RSVP HERE!
Welcome to the Community Collective - Become a guest contributor and enjoy a host of benefits!Community Collective
The Freshworks Community has always focused on creating a space where members can build meaningful connections, learn something new, and get recognized for their contributions. We continue to work towards building that space for you with our latest addition. The Community Collective is an ecosystem where you support, challenge, and inspire each other 👉 Become a guest contributor, share experiences and stories with your peers, and emerge as a more integral part of the Freshworks community. 👏How can you be a part of the community collective? Become a guest contributor: Whether you have a Freshworks demo to share, use-case to explain or outlook to offer, we want to hear from you! Share your story: Videos, articles, doodles - the medium doesn’t matter, we want to help you tell your Freshworks story. Host an event: From text based AMAs to close grouped workshops, the community is open to your ideas and expertise. 🏆🎁 What’s in store for you?Establish yourself as a thought lea
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