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GeraldSkilled Expert

asked in Ticket & Workflow Management

Azure Orch - Remove Multiple Groups?

Hello,I have successfully checked the user ID and group IDs with Get User Details in the Azure Orch, but for Remove User from Group, Freshservice will not accept multiple group IDs separated by commas. It will only accept one at a time. For an offboard, how am I able to remove them from all their groups after disabling them?I must be missing something, as there would otherwise be no way to have individual steps for every group, or if there were, that would be needlessly complicated.

ControlAltCommunity Debut

asked in How do I....?

How to turn off Recaptcha at the login screen?

Suddenly this week we started getting Recaptcha on our login to freshdesk. How do we turn it off?

RobinHenSkilled Expert

asked in Analytics

Analyse a teams performance

Hi, I want to create a report that displays the performance of a team.It should include the number of tickets resolved per agent, but also the tickets re-assigned to other teams per agent.I can't figure out the second part. Can anyone help me with this? Much appreciated,Regards,Robin

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...

davidwarner46Apprentice

asked in Call Routing

Leveraging Advanced Features in Freshcaller for Enhanced Customer Experience

Hello everyone, I've been exploring Freshcaller for our company's call management system, and I'm particularly interested in optimizing our call routing strategies. I've set up basic routing based on time-of-day and agent availability, but I'm looking to delve deeper into the advanced routing capabilities.Could someone provide insights or a step-by-step guide on how to implement advanced call routing using Freshcaller? Specifically, I'm keen to understand:How can I set up intelligent routing based on caller demographics, such as location or language preferences, to ensure they reach the most suitable agent? What are the best practices for implementing skills-based routing to match callers with agents possessing specific expertise or proficiency? Are there options within Freshcaller to create custom routing logic based on previous caller interactions or CRM data? Is it possible to create complex routing scenarios, like cascading rules or conditional routing, to ensure calls are directed

sakhlaghiApprentice

asked in Analytics, Reports & Dashboards

Limiting metric results

I’ve created a report in Freshdesk to show customers with the most unresolved tickets. It works, but I get too many results to be readable. Is there a way to limit the amount of results, something “list only top 10”?

ifoundyouApprentice

asked in News and Innovations

Create a Ticket

Is it possible to disable having somone upload an attachment to a ticket.

Patric BApprentice

asked in Automations and Workflows

Whatsapp - Automatic reply

Hi Freshdesk,We have connected a Whatsapp account to Freshdesk. Integration was smooth and easy.Now, We are receiving requests from customers via this channel, and we see a need to hav a automatic reply about our office hours etc. When will this be avilable? ThanksPatric

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.

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

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

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)

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!!!

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

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

acn084Top Contributor

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>

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

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)

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

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

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.

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!

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,

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" ],

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

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