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235 Topics

JDCQApprentice

asked in Portals, Emails & Other Channels

Adjust description field size for customers

I’m new in freshdesk and I have the same question, however, the topic has been closed.Is there a way to adjust the size of the description field ? Most of my customers want to include a printscreen in the text, but then the windows of the description field is way to small.

25 days ago

amcafeeApprentice

posted in Portal/Knowledge Base

include ticket history in email conversations

Is there a way to include all previous agent/requester replies and public notes on all email conversation on a ticket?Right now we're just using the default email template, so when an agent or requester responds to updates on the ticket by email, the other person only can see the content of that single message and has no conversational context of the ticket history without going back into the Freshservice portal.

4 days ago

Chris.ArmitageApprentice

asked in Automations

Powershell Orch - Call a pre-built scripts and pass params

Hi there Im wondering if its possible for the powershell orch app to be able to call a pre-built script and pass parameters to it.I have a few scripts that would be ideal to now turn into Service requests but the scripts all have built in creds (using encrytion), which ive seen the Powershell App struggles with. But if i can call my script and simply pass some parameters to it then it “should” work. The scripts are stored on the Server we installed FS Orch onand egample of what im looking for isexecute command.\nameofscript.ps {{ticket.id}} {{ticket.from_email}}this would call the script and pass “ticket id” and “Ticket from Email” as the params

4 days ago

halenyTop Contributor

asked in Apps and Marketplace Integrations

photo editing

Which apps are best to work on photos and edit videos

20 days ago

Kamakshi VCommunity Manager

published in Announcements and Events

Meet your Subject Matter Experts, our Freshworks Community Heroes!

Dear Freshworks Community,Reflecting on our Community’s journey so far, it's amazing to see how much we’ve grown and evolved–it’s been quite the ride! Before we delve into the much awaited news, we’d like to extend our heartfelt thanks to all our community members for being a part of this incredible journey. We take immense pleasure in introducing the heroes of our community — Your Subject Matter Experts (SMEs), dedicated to providing support and sharing product expertise. From Product Specialists to Solution Engineers, Solution Architects, and Customer Success Managers, they will be your guides, collaborators, and partners to success. The focus of our Community SMEs is to participate in discussions, host events, and provide tailor made solutions.You can engage with your Community SMEs through discussions, direct messages, or explore their profiles for efficient assistance and also learn more about them - while you’re at it 😀 We are really excited about our upcoming initiatives and a

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8 days ago

aravind.sundararajanSkilled Expert

Just in - Sort conversations in tickets :)

Hello everyone,Scrolling through a ticket to see the latest responses is hard, particularly when there are a lot of conversations happening back and forth. With sort conversations, you no longer need to scroll all the way down to the bottom of a ticket to see the latest response.As an admin, you can now choose the order in which the conversations appear on a ticket. You can set the preference at the account level from the Admin > Helpdesk page. We also showed this to a lot of our customer champions as a part of our User Research calls to get some feedback on the ticket details page revamp. While a lot of them liked the idea of an account level setting, they also preferred the option to allow agents to set their own. We've made it easier for the agents to set their own preference from the profile settings page.This is available for all the accounts starting from the new Blossom plan and onwards. If you're unsure about where to start, please have a look at this article and don't forge

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17 days ago

alyssia.correaCommunity Manager

published in News and Innovations

Boost productivity and beat burnout: Try Freddy AI for free now

Did you know that your IT teams might be on the brink of getting burnout? According to a recent survey by Gartner, 84% of IT leaders have reported signs of burnout among their direct reports, with work overload being the leading cause.The good news is - you can solve this head-on. AI-powered automation has been identified by 58% of respondents in a recent survey as the key to reducing burnout. And with that, the power to beat this challenge is back in your hands! Get started with Freddy Copilot Beta - your ultimate AI-driven ally. With generative AI-powered Freddy AI, make your IT staff more efficient, optimize your processes intelligently, and standardize service delivery.And the best part? You can explore the full potential of Freddy Copilot for free during our beta phase.Don't let burnout hinder your team's success. Exercise this limited opportunity and try our free beta period until February 5th, 2024. Take control of your IT operations and transform productivity with Freddy AI Be

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26 days ago

James@RahiApprentice

asked in Portal/Knowledge Base

{{approval.portal_url}} & {{approval.url}} take user to the wrong portal link

In MSP mode and have multiple portals setup.When creating an approval email template using {{approval.portal_url}} & {{approval.url}} each placeholder creates a link which takes user to the wrong portal. Regardless of the approval users company or domain, when you use these placeholders, they default to a portal of the systems choosing. How can you send an approval link someone who only has access to a certain portal?

1 month ago

jfwilsonApprentice

asked in Portal/Knowledge Base

Secondary Email Mapping

I’ve seen a couple of forum threads through searching, but have not been able to find resolution. We have a different UPN than we do primary SMTP address. As a result, when provisioning accounts in advance via Azure provisioning, it creates their Freshservice account utilizing the UPN/email address. So the user already has an account since it’s been provisioned prior to them accessing the portal or otherwise initiating any action that would trigger account creation.When they email into the support address, it will create another account for them using the primary SMTP address. I know that I can merge these, but it’s rather cumbersome. The other option I see is to manually add the secondary email address. Is there a way that I can automate this via mapping attributes or otherwise? I don’t want to have to remember to do this for each new user.

2 days ago

Erakles73Apprentice

asked in How do I....?

Link to a specific note or reply in a Ticket (e.g: permalink)

Hi,I often need to refer a collegue to a specific note or reply in a ticket that has many notes and reply.In similar situations in other platforms, I can often find a permalink of sort, i.e: the url of a specific comment or piece of conversation. This URL is usually accessible by right-clicking on the timestamp of the comment.Is there anything similar in Frehdesk?If not? Do you plan to introduce it?It’s not very efficient having to say to a team-member, for example, “please check my 5th note in this ticket”, or “the second to last response from the customer” etc...

22 days ago

MinhPhuc2kkkTop Contributor

asked in Ticketing & Agent Productivity

I realy need Sort by columns.

Hello guys.i wanna says it will be alot easy for me if i can Sort by columns like: i can soft by subjectCan someone know how to do it?please show me how to do it.

21 days ago

pradipta.chandraApprentice

published in Workflows and Automations

Workflows Deep Dive (Freshsales/Freshsales Suite) - Watch-On DemandOn-Demand Video

Hello Everyone! We are here, yet again, with another most requested webinar. Join us for a deep dive into the Workflows feature inside Freshsales/Freshsales Suite. If you are new to Freshsales, or have requirements for automating certain actions to make things easier for your Teams, this webinar will equip you with the knowledge and insights needed to move forward and use the feature to it’s full potential. This webinar is curated by the Freshsales Support team, who you generally reach out to for issues/queries. We have tried to collate as many FAQs as possible, to make this webinar worth your time. AGENDA Understanding the functionality and scope of workflows Elements of a workflow Tailoring a workflow Use cases and Action logs Webhooks FAQsHere’s your link to access the webinar - Please leave a comment with your feedback or suggestions for our next webinars. We will definitely pick those up. CheersPradipta Chandra

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18 days ago

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

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12 days ago

RvkersenApprentice

asked in Assets

How to auto assign asset used by with Azure

I found how to auto assign assets with Active Directory, but is there a way to auto assign through Azure?I've added the FreshService Provisioning app to Azure and vice, versa. It's working, but not exactly what I need. In workflow the only option is to select a specific person.

11 days ago

moose-boostApprentice

asked in Employee Onboarding

Employee Onboarding Fields

I’m trying to figure out how to update the fields that will be displayed to the HR people making new on boarding requests. Currently its just employee name. We are working on a automated pipeline that will check for a email address exists off firstname, if exists then check fname.lname then makes them and does the same with okta. But I can’t figure out how to get a fname and lname in the form.

15 days ago

gaurav.nanduCommunity Manager

Freshworks Customer Service Roundup of Q1 2024

Are you ready to elevate your game for Q2 2024? We hope your Q1 was as refreshing as ours! As we gear up for the next phase, we invite you to join us as we delve into what we've launched in Q1 2024 and provide an exclusive preview of what's in store for the upcoming quarter. What we’ll be covering in this webinar:Updates to the Suite Improvements to our integrations The Q1 product roundup Sneak peek into Q2 2024 April 3 2024, WednesdaySlot 1: 8.30 AM IST | 11 AM SGT | 2 PM AEDTSlot 2: 9:30 PM IST | 5 PM BST | 9 AM PDT Register for the webinar here!

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29 days ago

alephtaphContributor

asked in How do I....?

FS agent mac deployment with MDM

I am wondering if some one managed to deploy the FS agent via MDM like Mosyle or intune.I am using Mosyle and I have managed to deploy the application but it does not seem to be installed or at least I don’t see the log folder neither are there any discovery in FS.I added the json attachment as a pre installation script. This didn’t give me an error. As post installation script I do get an error.

2 days ago

wlnaimApprentice

asked in Freshdesk Integration

Azure B2C Error Aadb2c90183: the supplied code_verifier is invalid correlation id

AD B2C integration in FreshWorks SSO with OIDC - Login error We are still getting the following error after user authenticate on B2C.Aadb2c90183: the supplied code_verifier is invalid correlation id We are triggering the process with a launch button in our page to open the agent login like this:Can you provide some advice on this please?

29 days ago

NexusContributor

asked in Freshservice – London User Network

Workspaces are great. But what about cloning automations?

Hi all,once a new workspace is created, I have to replicate all the automation I have on the default workspace to the new one, or alternatively, replicate them at a global level.Is there a way to do it in a easy way? Otherwise I need to replicate tens of automations…ThanksMassimo

4 days ago

SpleenApprentice

asked in Ticket & Workflow Management

Send resolution comments in the resolution email

Hello, We want to add the comments from the resolution comments ticket field to the resolution email that is sent to the user when a call is resolved, How can I achieve this please? We are using freshservice, not fresh desk if that makes a difference

26 days ago

Sophie MurgatroydSkilled Expert

asked in Ticketing & Agent Productivity

Complaint management

Hello Everyone, are there any organisations that have built a complaint handling workflow in Freshdesk that can offer any tips or insights?

12 days ago

lcougheySkilled Expert

posted in Ticketing & Agent Productivity

Poorly worded description in default "Submit a ticket"

I had posted about this in the ideas section and as there has been no action, thought I’d post here too.The descriptive wording for the “Submit a ticket” box on the customer portal site is horrible and should be changed ASAP.Currently says:“Describe your issue by filling up the support ticket form”Better wording would be:“Describe your issues when completing the support ticket form” An even better option would be to give permission for admins to insert their own wording. I know that one can fix this on their own if they have the Pro or Enterprise editions of FreshDesk, but it doesn’t make sense for me to pay a couple thousand more a year, just to fix poor grammar.

17 days ago

ShubhamShrivastava

published in Getting Started

The Evolution of the Customer Service Experience: From Omnichannel to Customer Service Suite!

Hello Freshworks Community,I’m @ShubhamShrivastava from the Enterprise Customer Success team. As your community Subject Matter Expert, one of the first discussions I wanted to speak on was our CSS - the future of Unified.As you know at Freshworks Inc, we're constantly innovating to provide the best possible customer service experience. That's why we're excited to announce the next step in our journey - the introduction of the all-new Customer Service Suite, replacing our popular Omnichannel product. Omnichannel served as the foundation for Unified Customer interactions. lt was a game-changer, allowing businesses to manage all customer conversations (email, chat, social media, etc.) from a single platform. This eliminated silos and ensured a seamless experience for customers, regardless of their preferred communication channel. The Customer Service Suite (CSS) takes over as the future of Unified Service & Support mechanism. The Customer Service Suite takes things a step further. It

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24 days ago

KrishozkyTop Contributor

asked in Automations and Workflows

Holiday/Non-business hour automation email

I have two created two automation below:When a ticket is created, a generic automated email ‘with few FAQ’s which will address the customer concern’ is set to roll out - This one is working perfectly fine. Business hours - During non-business hour to let the customer know about the working schedule, I have set an automation - This particular automation is not executing. Holiday - This particular automation too, is not executing.

22 days ago

GlennPApprentice

asked in Employee Onboarding

Onboarding Request Visibility in the Support Portal

Is there a way to allow all users within our HR department to see all Onboarding requests ? At the moment, when a HR user logs into the support portal and requests a new employee all of the tickets are created and that request is visible in the support portal under onboarding requests. However, if another HR user logs into the support portal they cannot see that onboarding request and they will occasionally submit another request for the same new employee. If there was a way to allow an entire department see all Onboarding requests, that would be awesome but I can’t find anyway to do that. Am I missing something ?

29 days ago

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Workflows Deep Dive (Freshsales/Freshsales Suite) - Watch-On DemandOn-Demand Video

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