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G
Apprentice
gregm-stcuApprentice
posted in IT Operations Management

DRP Documentation in Fresh Service

We are looking to leverage FreshService as a place to document our DRP processes for our organization. Short of just entering “walk-throughs” in the knowledgebase section, is anyone using the services section in relationship with the Assets section to document a DRP process. We’re looking for something a little more integrated than just a simple KB article for each application’s DRP process.

0
G
Apprentice
6 days ago
AndyRussell
Skilled Expert
AndyRussellSkilled Expert
asked 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

3
eeha0120
Skilled Expert
6 days ago
alyssia.correa
Community Manager
alyssia.correaCommunity Manager
published in News and Innovations

‘Tis the Season for Dark Mode - Activate the all-new Freshservice experience on your web and mobile app!!

From Dawn to Dark with Freshservice! Hello Freshservice Community!
 Guess what? We've got some seriously cool news to brighten up your day – or should we say, darken it a bit?  Drumroll, please! 🥁 The product idea with the most votes has officially stepped into the limelight! Can't resist a good play on words, can we? To all of you that said,   It’s time to embrace the dark side and unleash your inner night owls! Public Beta for Dark Mode is now LIVE! Hold on to your keyboards because we're over the moon to spill the beans on our latest and greatest update! We're officially launching Dark Mode support for both the web agent portal and our mobile apps. It's not just an update; it's a leap into the sleek, eye-friendly, and downright cool!
 A Sneak Peek into the ShadowsDuring this beta release, you can toggle between the classic light theme and the all-new Dark Mode. To get started, just head to your profile menu on the web or the settings menu on the mobile app and make the switch. Dar

178633
Jesse Mora
Community Debut
6 days ago
desktopsupprt1
Skilled Expert
desktopsupprt1Skilled Expert
asked in Employee Onboarding

Re-Send hiring manager email

When an onboarding request is created by HR, the Reporting Manager gets an email.How can we manually re-send this email from the system.(Scenario - manager does not remember getting the email, or whatever, can we just click a button to resend it)

3
L
Top Contributor
6 days ago
alecordeiro
Apprentice
alecordeiroApprentice
asked in Ticketing & Agent Productivity

Ticket fields - multi product error

Hi, I'm trying to hide the product field in the ticket form but when saving it an error message pops up:The multi_product feature(s) is/are not supported in your plan. Please upgrade your account to use it.The issue is that I'm not trying to use it, it is quite the opposite - want is hidden. Might be a bug? Anyone experienced something similar? Thanks

8
alex9910
Community Debut
6 days ago
J
Apprentice
JENNYMUNApprentice
asked in Knowledge Base

Can't view entire page 100% horizontally when adding / editing articles!

When I am adding an article and trying to lay it out/edit, I can only see about 70% of my page horizontally. About 30% of the right side is hidden. This makes editing EXTREMELY difficult! To see what’s off the page, I have to scroll to the page bottom, then use the horizontal scroller to move over to that side, then scroll back up and search for the text I was editing. And then, the left side of the page is hidden. It’s madness! I’m told by customer service that there is no existing workaround, and they recommended that I add a topic here to try to gain traction, then they will consider fixing it. This is not an issue in the build to create a canned response...so I am mystified as to why the article add / build can’t also show the full page you are working on. Help!!! 

2
eeha0120
Skilled Expert
6 days ago
S
Apprentice
SmartPApprentice
asked in Ticket & Workflow Management

Asset Location from Used By Location

I appreciate that a lot of assets have a fixed location; however as a company primarily using laptops, we’d like a way to auto assign the location of the laptop based on the Used By users location. We can easily identify the what is a laptop as far as workflow is concerned but cant come up with the webhook that would read the users location_id and put it in the asset’s location_id. Any ideas appreciated. Many thanks in advance

4
8
Community Debut
6 days ago
Kamakshi V
Community Manager
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

29516
Casey B
Community Debut
7 days ago
acn084
Contributor
acn084Contributor
asked in Portals, Emails & Other Channels

display ticket field to certain companies

with the help of this thread I figured out how to hide an entire ticket field from all customer companies except customer 1. How do I go about only showing the ticket field for a few customers? like company 1 and company 6 Also this hides the drop down but does not hide the field label. Does anyone know how to remove the label as well? <script type="text/javascript">{% if portal.user.company_name <> "company 1")) %} document.addEventListener("DOMContentLoaded", function() { jQuery('#helpdesk_ticket_custom_field_cf_affected_geo_3014498').remove(); }); {% endif %}</script>

2
acn084
Contributor
7 days ago
tlichten
Apprentice
tlichtenApprentice
asked in Ticketing & Agent Productivity

How to stop email replies

Good morning,The Technical Support desk can become overwhelmed and unnecessary time is being spent trying to locate and merge cases that end-users “Reply” to, thus creating a new case.How can I stop/prevent a new case from being created by a user who replies to the out-going response of an open ticket?Thank you, - Tom

1
eeha0120
Skilled Expert
7 days ago
T
Apprentice
tsanderApprentice
asked in Ticketing & Agent Productivity

Agent Cannot Associate Ticket to Project

Hi All, I have a user that cannot associate a ticket with any existing project, it doesn’t even give a list of projects. I have checked her permissions and gave her all of the access (account admin, IT supervisor etc) 

2
T
Apprentice
7 days ago
M
Contributor
MacMurdoContributor
asked in Analytics, Reports & Dashboards

Custom Report \ View

Hi AllIs it possible to create a custom report or view that will show all tickets that have been assigned to an agent but also who has closed\resolved them even though the ticket remains assigned to the original agent.Thanks 

1
eeha0120
Skilled Expert
7 days ago
AndyRussell
Skilled Expert
AndyRussellSkilled Expert
asked in Portals, Emails & Other Channels

Removing 'mark ticket as closed' button from Customer ticket view on the portal

Hi, slightly unusual request but we’d like to stop our customers from being able to use the ‘Mark Ticket as closed’ button from their ticket view on the portal.  Anyone know if this can be done?  It’s to stop tickets being closed without an agent adding resolution notes and sending out the CSAT survey etc. thanks 

3
eeha0120
Skilled Expert
7 days ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Ticket & Workflow Management

freshservice workflow that can change the requester of an emailed ticket

Does anyone have a way to change the requester of an emailed ticket using workflow?Someone sends an email to FS to create a ticket, but they want all notices and communications to go to someone else. 

13
Daniel Söderlund
Skilled Expert
7 days ago
S
Contributor
spencerporchContributor
asked in Analytics, Reports & Dashboards

How can I hide curated reports on Analytics?

I want all users to access a very basic report with summary numbers (overall ticket volumes). I do not want to give them access to all the curated reports--they include a lot more data that isn’t always appropriate for every person.How do I give users access to one, and only one, report in Analytics? They don’t need all the other curated reports.Thanks!

2
N
Community Debut
7 days 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
7 days ago
rfrutiger
Apprentice
rfrutigerApprentice
asked in Automations and Workflows

Return json array element id

I am trying to build a workflow that will read the data in a google sheet search for a specific value then update fields in that row. The issue I am having is that the Google Sheets API does not have the ability to search for a value and return that row. What I can do is ready the entire sheet out as json with each row being an array. What I am wanting to do in fresh service is bring that json into a parser then search for my specific data and get the json path so i would have something along the lines of $.values[47]. From there I should be able to be able to figure out the coordinates for the specific cells I need to update. Here is some sample json from a dummy sheet, how would I retrieve the address for the value “456”{ "range": "Sheet1!A1:F1000", "majorDimension": "ROWS", "values": [ [ "Field 1", "Field 2", "Field 3" ], [ "foo", "123", "abc" ], [ "bar", "456", "def" ], [ "bin", "789", "ghi" ],

1
Daniel Söderlund
Skilled Expert
7 days ago
C
Contributor
ContiguousContributor
asked in Ticket & Workflow Management

Workspaces and Service Requests

Why even let us make service requests in business workspaces if the automation is not supported?Please help me understand how a pre-packaged business workspace can be used to facilitate requests for routine services through cases?  What method can be used so that the requestor is informed with what services are available in a packaged way to select choices that are helpful to the agent to process them?  The HR workspace workflow automator does not allow service request events, nor are service items created in the workspace available to be discovered to automate at the primary/global level.  If this is not possible then the value of using workspaces for services is effectively just email correspondence with numbers.I am building a secondary workspace as another IT workspace to see if the automation can apply in a separate fashion.  Is the only solution to craft a combination of service categories, groups, and business rules to articfically separate departments inside the primary workspa

3
Daniel Söderlund
Skilled Expert
7 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

90
R
Community Manager
7 days 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
7 days ago
suvashini.balashanmugam
Contributor
suvashini.balashanmugamContributor
published in Employee Onboarding

Navigating the Onboarding Maze: A lesson from Maya's Journey

Hello Freshworks Community!How's it going? Hope you all are having a great week so far!I’m Suvashini, Prinicipal Customer Success Engineer here at Freshworks! I’m also your Community SME and my key product focus areas are Freshservice and Freshservice for Business Teams!I wanted to share some best practices on corporate on-boarding and thought the best way would be through a story! So grab you cuppa coffee or tea and let’s dive right in ☕🍵🤓! ⛈⛈ Rain hammered against the sleek glass windows of Technex Corp HQ, mirroring the storm brewing inside Maya. Her first day as a data analyst, and the only welcome she'd received was a generic automated email with a login and a frowny-faced Slack invite called "Newbie_Hole" "Ugh, where's HR?" Maya sighed, scrolling through the endless channels of a cluttered digital workplace. The "Newbie_Hole" was a firehose of questions and frantic emojis, none of them answered.Suddenly, a notification popped up, a video call request from "TechNexBot_Onboarding

1003
suvashini.balashanmugam
Contributor
7 days ago
L
Top Contributor
lulrichsTop Contributor
asked in Employee Onboarding

How to set due date as custom onboard field?

I cannot, for the life of me, figure out how to set the due date on my Onboarding tickets as the date/time that is entered on the form.  I created a custom field to identify the new employee’s start date and time.I tried using the expression to capture the date & time, then set the due date using that expression, but it just simply not working.This can’t be as difficult as it’s turning out to be, someone help me, please!😅

6
suvashini.balashanmugam
Contributor
7 days 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

100
R
Community Manager
7 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

90
R
Community Manager
7 days ago
ckthiesen
Apprentice
ckthiesenApprentice
asked in Ticket & Workflow Management

Hiding Service Items With the Ability to Add Into Parent Service Item

We have created an event scheduling service item that involves multiple stakeholders. This service item includes child service items within the request. We need to hide 3 of those service items from all service items list but keep available within the service request. I found this in another similar post which allows us to hide the category these three items are in, but the items are still visible in all items list./* Catalog: Hide LAST category in list */#categories-list > li:last-child{visibility: hidden;}My question is, is there a similar entry we can put into the style sheet, that would hide those specific service items as well in addition to the category?Thanks much and Cheers!-Chris 

1
C
Contributor
8 days ago

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