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Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in Announcements and Events

Join the Freshworks Insiders Session on Community, hosted by Rhea DeSouza

Hello Everyone!Exciting news! Join us for the first ever Community event on Freshworks Insiders, hosted by @rhea.desouza, on April 11, 2024 at 9:00 p.m. IST | 8:30 a.m. PDT.In this session, Rhea will walk you through the Insiders Program, breaking down its benefits and highlighting the significant value it offers. This will be an engaging, interactive discussion where you can directly get your questions answered by her.Now, let me introduce Rhea DeSouza. Some of you might recognize her as a former active Community Manager, currently steering the ship as the Program Manager for the Freshworks Insiders Program. Here's a quick bio to get you acquainted! Rhea DeSouzaCustomer Marketing Specialist​​​​Rhea, leading the Freshworks Insiders Program, joined Freshworks three years ago, initially contributing to the team that built this vibrant community. Transitioning to customer advocacy, her passion for creating indelible customer experiences became evident. The Insiders program, initiated six

271
Kamakshi V
Community Manager
8 days ago
Silvia
Contributor
SilviaContributor
asked in Portals, Emails & Other Channels

how to hide the agent name in the portal

Hi, I would like the name of the agent answering the ticket to not be shown in the customer portal. it's possible? Thank you

7
Alex Pr
Apprentice
8 days ago
P
Skilled Expert
pproostSkilled Expert
asked in Portal/Knowledge Base

Customize New Portal

 Hello, We are using the new portal and want to make a small customization to the ticket list, which is displayed on the end-user portal. In the old portal if a requester had access to view tickets of other departments, the requester saw who created the ticket.“Gemaakt door (Created by)” in the printscreen below In the new portal this feature isn’t available. You see there’s no “Gemaakt door/Created by” field.  So I went to the ticket list template and tried to add the “Requester Name” field.But this fields always seems to stay empty as it doesn’t show up if I Save/Preview/Publish the portal.If I for example drag the subject field in the template it shows up just fine.  I also logged a ticket for this 2 weeks ago with Freshservice but I haven’t received an useful answer yet. They only want to send me to a SI-Partner to pay for this integration which seems overkill to me… Can someone confirm if this also doesn’t work in their new portal? Any Ideas for a workaround because it’s a feature

2
Alex Pr
Apprentice
8 days ago
LukeC
Apprentice
LukeCApprentice
asked in Freshservice – London User Network

Business Hours - BST Timezone (UK)

Within the business hours section of Freshservice, I’m looking for some clarification. I have a time zone currently set as (GMT+00:00) London as this should be set to the time zone within the UK.We have now moved into daylight saving hours BST and GMT+00:00 would now be incorrect.. To ensure we keep within the current time zone, do I need to move to any manual GMT+1 even though there is no option for London? I assume this to be the case, but would like to know if I’m missing anything.

0
LukeC
Apprentice
8 days ago
M
Skilled Expert
martin.jSkilled Expert
asked in Employee Onboarding

Ability to hide old fields on Employee Onboarding

Over time, fields on the Onboarding form are no longer required, but deleting them deletes the actual object and so all previously logged forms will loose that data.Is there a way to HIDE fields on the form? This is possible on Service Requests, but cannot find in Onboarding. This seems like a very simple request, but it’s frustrating have old unrequired fields on an Onboardiong form that we have to try and label to inform people not to fill in….

3
M
Skilled Expert
9 days ago
D
Top Contributor
djb_83Top Contributor
asked in Analytics

Ordering Analytics Graph by Month, on a rolling basis

When grouping ticket stats by month, mine show January - December, and the current month is not highlighted, nor is the current month the final month on the chart.Is there a way to make this so the current month is the far right of the graph?  In my example, March is the current month, presently as I’ve only been active for 7 months, it’s easy to spot the current month, but once I hit August, the graph becomes more difficult to read at a glance. Any ideas, or not possible?

1
D
Top Contributor
9 days ago
J
Apprentice
Jake HenegarApprentice
asked in Ticket & Workflow Management

Is the resolution visible to requesters?

Hey all, just wondering if this is exclusive to agents or if the requesters can see this tab as well? 

1
Jeff_MCFC
Community Debut
9 days ago
M
Apprentice
MatthewPApprentice
asked in How do I....?

Emailing registration / activation link when new contacts are added

Does adding a new contact automatically trigger an email allowing the contact to register an account with your Freshdesk portal?If so, can this be disabled?If this feature is enabled, are emails sent to new contacts when they are added via importing from CSV?

2
Kaley White
Contributor
9 days ago
teddy_yew
Apprentice
teddy_yewApprentice
asked in Apps and Marketplace Integrations

Issue with Freshdesk and Freshsales Integration

The freshdesk and freshsales integration has a major limitation.  Due to shared agent roles permission, the freshsales agents has no public note permission and therefore reply via email (outlook/gmail) will not be captured in Freshdesk ticket.  Imagine the following situation:1. The FS Agent received a complaint via email from a customer.2. FS Agent added the support email in his reply via Outlook (TO/CC field).3. A ticket is created in FD.4  After a while, let's say the FS Agent want to follow up on this OR the FS agent wants to provide more information to support, such as Company Name, Account Name etc. He replied to the email in Outlook5. The responses from 4 are NEVER CAPTURED in Freshdesk. This create a big issue because FD agent will not be able to see the replies. It will be inefficient for everyone who trying to help the customer. I raised a support ticket a month ago and there is no solution for this. The FW support has enabled flag to make responses (via email) as a private n

1
Jai Sakthi Vijay
Community Debut
9 days ago
mark-rasa
Apprentice
mark-rasaApprentice
asked in Apps and Marketplace Integrations

Are React Apps supported in Freshsales?

I have successfully gotten a custom app to show up when I use “freshworks_crm” in the manifest and use the “my first app” template offered in the menu.However, I’ve noticed that the react app template is only available under freshdesk.Does this mean that react apps are not supported under freshsales?

1
Jai Sakthi Vijay
Community Debut
9 days ago
Russ123
Apprentice
Russ123Apprentice
asked in Deals and Pipeline Management

Subscription products (PricingType,Subscription cycle,No. of billing cycles) to deal amount

Testing out freshsales as an alternative to our current salesforce org. Im loving everything so far, but im stumpped. It seems that PricingType,Subscription cycle,No. of billing cycles have nothing to do with the deal amount. It seems that the deal amount is only affected by unit price,setup fee and quantity.I might be doing something wrong, but if im not… I guess has anyone figured out a workaround to incorporate those details into the deal price. Its pretty big for selling SaaS type subsctiption products..For a simple example.. I set the unit price(license price) at $100 dollars. Selling 100 units. Subscription cycle is yearly and the billing cycle is 5.Right now its just 100*100=$10,000… What makes more sense is that it would be 100*100*5=$50,000.

1
Jai Sakthi Vijay
Community Debut
9 days ago
erok54
Apprentice
erok54Apprentice
asked in How do I....?

Products | Price change | Unable to edit Pricing type, Subscrtiption Cycle and No. of billing cycles

Why are the follow items greyed out and how do I edit them.  

1
Dhanashekar.tr
Community Debut
9 days ago
jbobbermen
Community Debut
jbobbermenCommunity Debut
asked in How do I....?

Chat popup on page load

HiWe have a Freshchat widget on our website that we’re trying to direct customers to. We’ve investigated having the chat widget open automatically on page load or after a delay, using the instructions found here; however, we’ve found that on mobile phones the opened chat widget is too big and covers the entire screen, confusing customers.I have two questions on this function:Is it possible to modify the JS code to only open the full widget if the user is on desktop? Is it possible to display a smaller message encouraging users to open the widget instead of the full widget? e.g. like this:  

2
Surya_narayanan
Community Manager
10 days ago
A
Contributor
alan_13300Contributor
asked in Ticket & Workflow Management

How to parse JSON array

I have a workflow which makes a web request to our MDM’s API. The MDM returns back a JSON list.[ { "device_id": "11111111-4498-4a16-b495-dd6ced251606", "device_name": "C01234567890-user1", "model": "MacBook Pro (16-inch, 2019)", "serial_number": "C01234567890", "platform": "Mac", "os_version": "14.0", "supplemental_build_version": "23A344", "supplemental_os_version_extra": "", "last_check_in": "2023-11-07T15:03:37.309525Z", "user": { "email": "user1@nuna.com", "name": "User 1", "id": 5, "is_archived": false }, "asset_tag": "10000809", "blueprint_id": "11111111-4a1d-4d11-8cf3-53ab707b6336", "mdm_enabled": true, "agent_installed": true, "is_missing": false, "is_removed": false, "agent_version": "4.2.9 (4570)", "first_enrollment": "2021-05-21 16:36:45.787997+00:00", "last_enrollment": "2023-10-30 03:46:59.102587+00:00", "blueprint_name": "IT - Sonoma", "lost_mode_status": "" }, { "device_id": "1111

17
Daniel Söderlund
Skilled Expert
10 days ago
ehusband
Apprentice
ehusbandApprentice
asked in Apps and Marketplace Integrations

Freshdesk information not present in Zapier

 I found the above thread that shows as “solved” but it does not appear to be the case. Zapier still does not seem to be receiving several key values from Freshdesk, making the integration basically pointless.I created a new integration and a new Zap, and as you can see several key values like URL, Requester, Requester Company Name, Description, etc. are NULL.

4
Juliana Rozario
Community Manager
10 days ago
J
Apprentice
jzeglenApprentice
asked in How do I....?

Customizing Project Cards in Freshservice

When trying to customize a card in the Project module (task), I am unable to update the fields. I take it that the message about the card being customized for the default view has something to do with it, but I can’t find out how to get past this spot and add fields. Also, is there a way to affect the color of the cards based on values in the card (Priority or tags/labels for instance)?

0
J
Apprentice
10 days ago
R
Apprentice
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.

2
AAlexiou
Apprentice
10 days ago
LorneH
Contributor
LorneHContributor
asked in Deals and Pipeline Management

Best approach for adding multiple orders to a Deal

We create a product quote for the customer and save as a deal - the customer can buy at multiple points from the quote, so on the first purchase we mark the deal as won and update the deal value to reflect the actual order amount (the original quote value is stored separately) But if the customer makes a subsequent purchase from the same quote, what is the best approach to record this?If we update the Deal with the net total of the purchases we loose the fact that the customer placed multiple orders against the single deal. I’ve thought of auto creating a new deal linked to the original quote but making the quote ID non-unique takes away the ability to search by quote ID with the API call so I’d prefer not to have multiple deals all referencing the same quote.Anyone out there have a good way to record order #1 order value #1, order #2, order value #2...etc.. against a single quote or deal? 

1
Shankaran_Jey
Community Debut
10 days ago
LorneH
Contributor
LorneHContributor
asked in Analytics

Performing calculations in FreshSales Analytics

In FreshSales I know it is possible to perform basic calculations and produce a calculated field but was hoping to do this only in reporting rather than clogging up the field list.I’m looking to get a % of quote value converted purchase value/ quote value a a percentage but I can’t figure out how to do this in Analytics without the additional field added in the Deal module.

1
Dhanashekar.tr
Community Debut
10 days ago
R
Apprentice
rolandinisApprentice
asked in How do I....?

Calendar bookings email

Hello, I’m having one very inconvenient issue, when I’m talking with a customer through email on the dashboard and send him my calendly to make a booking - sometimes client uses a different email so I have no idea who booked that meeting.Maybe it is possible to have some kind of a template and pre-fill customers email (use the one that we are sending this email to) ?I am relatively new to freshworks, so please let me know if there are better ways to manage bookings, appreciate it, thanks!

1
Shankaran_Jey
Community Debut
10 days ago
M
Contributor
MichaelBoardmanContributor
asked in Automations and Workflows

Automator based on Usage Type

I have been tasked with clearing the “Loaner” status on laptops in our org at the end of every day. I was all set to make a daily automator that simply looked for laptops with the “Usage Type” set as loaner, then change it to Permanent at the end of the day. It looks like “Usage Type” isnt a placeholder that can be used in the automator...is this true, or am I just missing something? 

0
M
Contributor
11 days ago
ncorneau
Contributor
ncorneauContributor
asked in Employee Onboarding

Show Kit Items on Multiple Tickets

We’ve recently started using FreshService and I’m working on implementing the employee onboarding.  I’ve set up the stakeholders and they have the ability to select items from the service catalog with the kit that was built in the employee onboarding.At this point, I’m working on setting up the ticket creation portion on the onboarding.  However, we have a couple people who are part of the initial user setup.  I’m wondering if there’s a way to have the items selected by the stakeholders show up on multiple tickets.  Right now, I have those kit items added to the parent tickets, but I am looking to have the items selected also show up on a couple child tickets.Originally, I though these may be synced with the Parent-Child Synchronization app, but it doesn’t appear that this can be done that way.  Can this possible be accomplished in some other way such as an automated workflow?I’ve included a screenshot as an example of what I’m looking at.  The image below shows a couple of the onboard

1
P
Skilled Expert
11 days ago
NathMan
Apprentice
NathManApprentice
asked in Freshservice – London User Network

{{cf_employee_name}} - Not working on Offboarding forms

  

0
NathMan
Apprentice
11 days ago
M
Apprentice
mudgyfudgy
asked in Ticket & Workflow Management

Azure AD - Orch invalid_client

Hi All,I have an automator that is set up to automatically create a team from a catalogue item raised by the user.The automator today has stopped working with the error invalid_clientNothing has changed in our Azure tenant or within our instance of FreshService.There was an update for the app integration within FreshService so I have installed that to no improvement.Any one have some suggestions? Cheers

0
M
Apprentice
11 days 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.  

2930
S
Community Manager
11 days ago

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