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M
Apprentice
martynovaApprentice
asked in API and Webhooks

Unable to create service item custom_dropdown with sections via API v2

I’m trying to create service catalog item custom_dropdown with sections via API v2following Service Desk API for Developers | Freshservice but it has no examples or schema for sections object.I was able to get it from json representation of other service item with dynamic sections that was created manually:{ "service_item": { ... "custom_fields": [ { ... "field_type": "custom_dropdown", "field_options": { "isSection": "true", "displayed_to_requester": "true", "placeholder": "" }, "choices": [ [ "Action1", "Action1" ], [ "Action2", "Action2" ] ], "sections": [ { "name": "Action1", "fields": [ { ... }, { ... } ] }, { "name": "Action2", "fields": [

0
M
Apprentice
7 days ago
amgadserry
Apprentice
amgadserryApprentice
asked in Automations and Workflows

Receive last public comment id in freshdesk webhook automation

So I’m trying to build an automation that will send me back the reply ( conversation ) id when a new reply has been added to a ticket The problem is I only have access to `{{ ticket.latest_public_comment }}` which is not really enough and I did read https://support.freshdesk.com/en/support/solutions/articles/87018 but I don’t get what’s different between an email notification and an on reply created webhook both should have access to the reply that triggered said event ?I have tried `{{comment.id}}` already and it doesn’t seem to work. 

0
amgadserry
Apprentice
20 days ago
phongshader
Contributor
phongshaderContributor
asked in Employee Onboarding

Onboarding ticket automations

I would like to create an onboarding automation with a flow something like this:but it seems that child tickets are created independently from the hiring manager “kit”. I’m new to this so I may be approaching this all wrong. Are there any tutorials or good resources so I can learn/create a good onboard process similar to the flowchart or some better flowchart?

0
phongshader
Contributor
29 days ago
S
Community Manager
subhikshaa.ganeshCommunity Manager

Freshworks Customer Service Suite Release Notes - March 2024Release Notes

Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Update on Freshdesk navigationThe ‘Go to Freshdesk’ navigation option will be removed from the dropdown menu in the Suite. 

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S
Community Manager
16 days ago
R
Community Manager
radhika.kumar
published in Products and Documents

Introducing CPQ - Close deals faster with in-built quote management!

Hello there!I’m Radhika from the Freshsales, Product Marketing Team!In today’s post, I will introduce how to generate documents such as invoices and quotes, add signatures, and close deals faster with CPQ.The benefits of integrating CPQ and CRM are multifold. In this quick 10 minute webinar, we take you through what CPQ is and its benefits. We also demonstrate the features of CPQ and Freshsales, how it can be used to generate quotes, and how you can leverage built-in eSignature capabilities directly from the CRM.   Introducing CPQ - Close deals faster with in-built quote management Stay tuned for my upcoming posts, where I share more on the features of Freshsales and how to do better! Should you have any other questions or have any specific topics you’d like me to address, please let me know in the thread below!Best Radhika,Freshsales, Product Marketing

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R
Community Manager
8 hours ago
R
Community Manager
radhika.kumar
published in Deals and Pipeline Management

Pipeline Management 101 with Freshsales

Hello Freshsales Community,Our team is back with a webinar which focuses on discovering how Freshsales can revolutionize your pipeline management processes!From creating deals and customizing your pipeline stages to sending signed documents, Freshsales offers a comprehensive solution to help you manage your sales process end-to-end. Sign up for our webinar to gain valuable insights into how you can streamline your pipeline management:Manage and track deals effortlessly with the visual sales pipeline Customize the sales pipeline to match your unique sales process Set up filters to quickly access relevant data and focus on the deals that require your attention Leverage built-in eSignature capabilities to send signed quotes and other documents with up-to-date product information directly from the CRM.Webinar Link: https://freshworkscrm.ewebinar.com/webinar/pipeline-management-101-with-freshsales-11097?session=replay&tactic_id=6473477&utm_source=Community&utm_medium=Blog&ut

70
R
Community Manager
8 hours ago
Nirmal7596
Community Debut
Nirmal7596Community Debut
asked in Apps and Marketplace Integrations

ticket_top_navigation app: Is it possible to increase the width

Hi All,I’m developing a fronentend extension app in fdk for freshdesk. I’m using ticket_top_navigation placeholder. Is it possible to increase the width of the popup window?

0
Nirmal7596
Community Debut
5 hours ago
Yooji
Contributor
YoojiContributor
posted in Automations

Google Drive/Sheets Orch App

G’morning folks :)we’re messing around with the Google Drive/Sheets orch apps and were wondering if it’s at all possible to have the orchestrators read a csv file and then output it into a condition card in the workflow.We were not able to figure this one out yet but any chance someone has a different recommendation for an app or has a workaround for this?What we’re trying to accomplish in this workflow is basically having a central file to read from in a google drive so that we can have agents make edits to that csv file rather than messing with the workflow’s condition card; at some point we’ll be removing access to the workflow automator for some agents.

0
Yooji
Contributor
9 days ago
Z
Apprentice
zefredApprentice
asked in How do I....?

Differrents group assignment based on email

Hello,I try to use 2 specific email address to create tickets in Freshdesk.The first email address must create ticket assigned to group “A” and the second email address must create ticket assigned to group “B” but then 2 email address create ticket in group “A” 

0
Z
Apprentice
23 hours ago
Dushyant
Community Debut
DushyantCommunity Debut
published in Announcements and Events

Freshworks Affiliate Carnival

Hello Freshworks Community Members,How’s it going?We're thrilled to introduce you to an exciting opportunity – the Freshworks Affiliate Program. A unique chance to become part of the Freshworks family while leveraging your marketing skills for mutual benefit.The Freshworks Affiliate Program provides:  Earning Potential: By promoting our products and services, you have the opportunity to earn generous rewards (upto 40% of the total revenue generated) and exclusive bonuses on top of it. Simply share your unique referral link with your network and once they sign up, we'll do the rest.  Exclusive Resources: Gain access to a wealth of marketing resources and expert support to help you succeed as an affiliate.But that's not all! We're excited to announce our upcoming Affiliate Carnival – a month-long celebration dedicated to our affiliate community. Here's a glimpse of what's in store:Whether you're a seasoned affiliate marketer or just starting out, the Freshworks Affiliate Carnival promise

90
Dushyant
Community Debut
19 hours ago
Pearl Holland
Apprentice
Pearl HollandApprentice
asked in Workforce Management

customer support

How does Freshworks' Freshdesk help businesses improve their customer support processes?

0
Pearl Holland
Apprentice
2 days ago
12asma33
Apprentice
12asma33Apprentice
posted in Sales Productivity

OFF White Shoes

OFF White, a name synonymous with luxury and innovation in the fashion world has carved a unique niche in the United Kingdom. Known for its avant-garde approach, OFF White has redefined contemporary fashion, particularly with its exclusive range of shoes. The OFF White Shoes collection is a perfect blend of high fashion and streetwear. Each design reflects a unique aesthetic, appealing to a diverse audience. From bold graphics to minimalist styles, OFF White shoes cater to various tastes, making them a staple in fashion-forward wardrobes. 

0
12asma33
Apprentice
27 days ago
R
RHBliksems
asked in How do I....?

Images broken

Hi!Every email with images that are forwarded from our outlook support account get broken / are not showing. Like this:  How can we fix this? 

0
R
3 hours ago
Pearl Holland
Apprentice
Pearl HollandApprentice
asked in News and Innovations

Convert online videos into audio

Don't let connectivity issues hinder your access to important content. Consider using ytmp3 to convert online videos into audio files, empowering you to stay informed even when offline

0
Pearl Holland
Apprentice
3 hours ago
Vimala B K
Apprentice
Vimala B KApprentice
posted in How do I....?

ticket_sidebar app: Controling size of the iframe

Hello,I am developing an app for the ticket_sidebar.  Are we able to control the vertical height of the app's panel? By default my app opens to a fairly small area.  This forces the user to do a lot of scrolling.I tried using client.instance.resize({height:"500px"});, but it didn’t workIs resizing the ticket_sidebar app in freshchat is possible or not, if yes then how do we proceed with it?Thanks,

0
Vimala B K
Apprentice
2 hours ago
S
Community Manager
subhikshaa.ganeshCommunity Manager

Freshchat Release Notes - March 2024Release Notes

 New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements  All Below features and enhancements are available to all customers from March 31, 2024.  Phone channels page updateThree of our latest telephony integrations (Dialpad, Amazon Connect, and Five9) are now listed on the Phone Channels page for easier discoverability.More details here.  Upcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Email bot for Freshchat (Freddy Self Service)Your bots will respond and deflect repetitive, low-touch questions on the email channel of Freshchat with the most relevant solution articles. Narrow down FAQs (Freddy Self-Service)Offer personalized responses to customers by narrowing down the FAQs for your bots to use based on properties (user, conversation, or bot variables). Bug fixesThese were the bugs detected, and they’ve now been fixed. Team Inbox bugsAgents are unable to append conversat

1840
S
Community Manager
16 days ago
S
Community Manager
subhikshaa.ganeshCommunity Manager

Freshdesk Release Notes - March 2024Release Notes

 Upcoming Features and Enhancements Bug fixesUpcoming Features and Enhancements  All below features and enhancements are coming soon to customers.  Exclude tickets from list view easilyYou can exclude specific tickets from ticket view easily with a new filter added to the default and custom filter menu. All-new Analytics HomepageAn all-new homepage for a seamless user experience with easy access to reports, trash, and an option to favorite reports and widgets. Multi-schedule ReportsSchedule the reports to be delivered to multiple stakeholders at different frequencies without the need to clone reports. Custom metrics shortcuts in Analytics Create custom metrics effortlessly from within the respective reports without the need to constantly navigate back and forth. Bug fixesThese were the bugs detected, and they’ve now been fixed. Agent experience bugsArticle preview fails to load in the secondary portal. Customer profile link on the portal fails to load. Failure to reply to tweets

9940
S
Community Manager
16 days ago
Joachim797
Apprentice
Joachim797Apprentice
asked in Best Practices in CX

Kunde antwortet auf gelöstes Ticket

Guten Tag, momentan nutze ich die Einstellung “Für jede Kundenantwort ein neues Ticket erstellen” da ich ansonsten nicht sehe wenn rein Kunde auf ein bereits gelöstes Ticket antwortet. Gibt es da eventuell eine besser Option damit nicht jedes Mal ein neues Ticket erstellt wird aber ich trotzdem (auch bei bereits gelösten Tickets) mitbekomme das der Kunde noch einmal geschrieben hat? Grüße Joachim 

0
Joachim797
Apprentice
1 hour ago
S
Community Manager
subhikshaa.ganeshCommunity Manager

Freshcaller Release Notes - March 2024Release notes

Bug fixesThese were the bugs detected, and they’ve now been fixed. Some agents reported a sudden decrease in credits. Some agents observed two calls being connected to the same agent.  

3370
S
Community Manager
16 days ago
R
Community Manager
radhika.kumar
published in Announcements and Events

Have you registered yet?

Sales Simplified, April 30, 2024 With a stellar lineup of speakers, our virtual event is your opportunity to discover the latest in Freshsales and get a sneak peek into the product updates we have lined up for the coming quarters! Hear from industry experts on the latest sales trends, best practices, strategies, insights, and so much more. You don’t want to miss this!Register Now

30
R
Community Manager
5 hours ago
S
Community Debut
skscCommunity Debut
asked in Portal/Knowledge Base

Are the user-searchable Keywords able to be viewed, listed & maintained by admins?

Is it possible for administrators to access, list, and manage user-searchable Keywords as is currently available for the internal Tags? This capability is essential for maintaining a clean and organized keyword database, enabling administrators to make informed decisions based on search trends and user behavior analytics.

0
S
Community Debut
16 days ago
AndyRussell
Top Contributor
AndyRussellTop Contributor
posted in Portal/Knowledge Base

Support Portal security, preventing spam and impersonation

Hi, we already use whitelisting to prevent any email address logging tickets via the portal but how do others prevent impersonation either for malicious purposes (password resets) or from outsiders for the purposes of spamming the ticket queue?  Any other thoughts on the area around securing the portal? Our primary concern is impersonation but also spam volumes.I’ve even seen a forum article in this community about solution articles feedback being used as a spam route in

0
AndyRussell
Top Contributor
3 hours ago
R
Community Manager
radhika.kumar

Freshsales Release Notes

Join us at Sales Simplified! Get ready to elevate your sales game with Sales Simplified, an exciting virtual event for all things sales on April 30, 2024. Explore winning sales strategies with experts like Neil Patel, Morgan J Ingram, and Jared Robin, listen to customer success stories, and get exclusive updates on the latest Freshsales innovations in AI, automation, and more!Register NowNew Features and Enhancements Note templatesWe are refreshing your note-taking experience in Freshsales to ensure a simplified and consistent documentation process. Quickly add information about your sales calls, minutes of meetings, demos, follow-ups, etc., with ready-to-use templates.Learn more Sales essentials dashboardYou now have an out-of-the-box dashboard as part of Curated Reports to track all the key sales metrics around leads, deals, revenue, and sales productivity. Learn more LinkedIn tasks in sales sequencesCreate and manage your LinkedIn tasks with sales sequences. Upon clicking, the task

600
R
Community Manager
3 days ago
Mrinalini G
Apprentice
Mrinalini GApprentice
published in Chatbot and AI

A Chronicle of Conversational Platform Evolution

Hello Freshworks Community!!!I am Mrinalini and I’m a Solution Engineer in Freshworks specializing in Customer Suite of products- Freshdesk, Freshchat, Freshcaller, and the Customer Service Suite. With this blog, I would like to delve into how the evolution of conversational platforms from rule-based systems to intelligent virtual assistants has revolutionized customer engagement.  Chapter 1 - Journey from Rule-Based Systems to Intelligent Virtual Assistants Over the years, conversational platforms have undergone a remarkable metamorphosis, transitioning from basic rule-based systems to advanced and intelligent virtual assistants. This transformation has been fueled by technological advancements, especially in the fields of artificial intelligence (AI) and machine learning (ML). Evolution The transition from basic chatbots to sophisticated virtual assistants represents a notable evolution in conversational platforms. While early chatbots relied on predefined responses, modern virtual a

350
Mrinalini G
Apprentice
13 days ago
niyathi.reddy
Apprentice
niyathi.reddyApprentice
published in Apps and Marketplace Integrations

#WinWithMarketplace - Customise your workflows, enhance efficiency

Hello Freshworks Community!Welcome back to our #winwithmarketplace series! While you leverage Freshworks products to deliver an exceptional customer experience, the Freshworks Marketplace brings together a wealth of apps to meet all your integration, customization, and automation needs. As we dive into the second month, our spotlight shifts towards an essential component of productivity and efficiency: workflows. This edition unveils a list of top apps, chosen to help you customize and enhance your workflows within the Freshworks ecosystem. Whether you’re aiming to optimize your strategies, streamline communication, ensure data protection compliance or more, we’ve got the app recommendations for you. 🔗 Google Analytics Empower your team with deep insights into customer behavior and website interactions, enabling data-driven decision-making to optimize strategies and improve customer satisfaction. This integration helps identify opportunities for enhancing user experience and pinpointi

240
niyathi.reddy
Apprentice
9 days ago

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