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239 Topics

DushyantCommunity Debut

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

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13 days ago

Tom SverreApprentice

asked in How do I....?

Is it possible to add multiple companies on one ticket?

Is it possible to add multiple Companies to one ticket?

14 days ago

pavelobApprentice

asked in Automations

workflow automator change status if agent forward response to ticket ot externall email address

Hi,I'm solving issue to run workflow if agent forwards ticket to extenal contact. The goal is to change status to defined custom status. Can you explain to me how can I do it? Meanwhile what I have Event=Reply or forward sent, Condition=Requested for fields.requested for email <external_address> Action if "Yes": Set status to Custom1Action if "No": Set status as custom2. But if I forward response to external contact, flow always goes to Action if "No". Thanks Pavel

14 days ago

SmartPApprentice

asked in Analytics, Reports & Dashboards

First Response in Business Hours

I am trying to produce a report that details the First Response and Resolution in Business Hours, excluding any Pending time.Tickets are not assigned, and replies are not sent until approvals are received.However, I have just been told that, while Resolution in Business Hours takes Pending into consideration, the value for First Response in Business Hours doesn’t. This means an a ticket sitting in Pending for 5 hours before being approved, will report that the Response took 5 hours.Has anyone encountered this, and, if so, how did they fix it.

14 days ago

AndyRussellSkilled Expert

asked in Portals, Emails & Other Channels

Vanity support URL or custom support URL in Fresh Service?

Hi allWe are running Fresh Service in MSP mode but would like to stick to just one portal URL for agents and customers. We want to change to a vanity or custom URL to become support.companyname.com rather than companyname.freshservice.comThis article seems to indicate a different method for MSP mode Setting up a custom domain for your service desk | Freshservice Rebranding : Freshservicebut I also came across this articleUsing a custom support URL and pointing the CNAME : Freshdesk Has anyone done this and can point me to the right method. We just want every URL our agents or our customers see to be support.companyname.com. I know I’ll need some kind of cname and possibly a certificate? thanksAndy

14 days ago

ShawnVentureCommunity Debut

asked in Apps and Marketplace Integrations

Freshservice with Jamf School

Has anyone had success integrating Freshservice with Jamf School using the Jamf app in the Marketplace? The directions seem different than what I am seeing, and I am unable to save a new credential.

14 days ago

repattersonSkilled Expert

asked in IT Operations Management

Issue with On-Call Overrides Causing Coverage Gaps

Hello,I am reaching out to see if anyone else is running into issues with the On-Call Module and Coverage Overrides? We notice that in some instances providing an override in a shift will cause gaps to start forming in the schedule:

14 days ago

riskybizApprentice

asked in Assets

Issue seeing Assets.

Within the past 2 weeks something seems to have changed with Freshservice’s inventory system? I am the only IT person in our group who can’t view our entire Inventory. Nothing has changed with my account in Azure or Freshservice.Example: I will set up a laptop with SmartDeploy or Jamf, install our management software's, wait, and then it goes into the void. The other four people I work with can see these assets in our inventory almost immediately. I’ve verified I’m scoped the same as those four. The only inventory items I can see are ones that are systematically marked as “Managed by Me”. I’ve checked all my filters, removed them, reset all, nothing works. If an asset is linked in a ticket by another, when I click on it the pop-up “you don’t have access!” appears in the top right corner of a new dashboard page...Has anyone else encountered this issue/found a solution? TLDR; the only assets that appear are ones my colleagues mark as managed by Me.

14 days ago

lulrichsTop Contributor

asked in Ticket & Workflow Management

Can someone help me with duplicate ticket creations?

Our company uses an MSP for our Service Desk and we do not have visibility or access into their ticketing system. We purchased Freshservice as a means for the MSP to raise escalations to our teams within our company, so that we can manage the tickets that were escalated to us. We do not use Freshservice like a normal customer-facing ticketing system, because all customer interaction should essentially go through the MSP, however on occasion we need to be able to involved. Essentially, the Requesters on our tickets are the MSP Service Desk engineers so that they can get notes and resolution comments when we complete the ticket, so that they can follow up with the customer to ensure that it has been resolved.Because we use Freshservice this way, our subjects need to incorporate our MSP’s subject line, which is no problem, but I am trying to avoid putting the Freshservice Ticket ID in the subject because 1) I don’t want to confuse our customers (aka employees), and 2) the Ticket ID won

14 days ago

adhustonApprentice

asked in Automations

Post XML using Web Request Node

Dear Fresh Community,I am working on an integration with our Jamf Pro environment, but am running into a road block I’m hoping someone can help me with. I’m calling an API which only accepts XML when doing a put method. The Web Request node only appears to allow you to use JSON. Has anyone done something similar where you’re submitting xml to an API through the Web Request node?Thanks,Andy

14 days ago

AndyRussellSkilled Expert

asked in Automations and Workflows

reopen workflow not working for me

Hi, I’m sure I’m missing something obvious here but the reopen tickets when requester responds workflow isn’t working for. When I email in from my test account against a closed ticket the agent gets an email but the ticket doesn’t reopen. Can someone tell me what I’m missing :-) ?

14 days ago

Kate EBApprentice

asked in Ticket & Workflow Management

Filter Resolved by Customer Responded Ticket state

I would like to be able to see all tickets in a Resolved status that have Customer Responded in the State. This doesn’t seem to be possible from the existing filters. Ideally I want to see this as a widget on my dashboard rather than all resolved tickets with a customer responded automatically re-opening.

15 days ago

ArtMGApprentice

asked in Ticket & Workflow Management

What is the placeholder for the 'Ticket.To Email' field?

In a Workflow it is simple to add a Condition based on the Field that a Ticket was sent To a particular Email Channel. This creates a condition called something like ‘Ticket fields.to email’ etcI want to use the To Email field in an Expression Builder, I cannot find the placeholder to use. I have searched the options in the Workflow user interface and the List of Dynamic Placeholders article, but I find nothing. I tried guessing the Placeholder syntax, using the dialog shown above for the first and the Ticket API fields for the second{{ticket.to_email}}{{ticket.to_emails}}but neither of these returned the data in the Ticket Field ‘To Email’. Does anybody have any suggestions?

15 days ago

subhikshaa.ganeshCommunity Manager

Customize your CSAT surveys with the upgraded CSAT module - Available on-demandProduct Update

It is now much easier to gauge how customers feel about your service and support with the upgraded CSAT module in Freshdesk. With the new module powered by Freshsurvey, you can:Set up new surveys with pre-created templates. Customize your survey's look, color, and feel to match your brand. Automatically trigger surveys on a ticket action, or enable agents to trigger them manually. Send out surveys at different points in the ticket lifecycle. Use the customer satisfaction report to assess your support and provide better service.Use different rating scales, conditional and skip logic, and customize surveys to tailor to different sets of customers. Measure and derive your CSAT results easily and quickly with the upgraded module. What is changing?Previously, you could only set up and send basic surveys using upto 7-point scales, and customization options were limited. You can now set up advanced surveys and customize the look and feel of your surveys, leverage different rating scales, a

18085

15 days ago

celliottApprentice

asked in Automations

Web Request Node & Content-Type application/x-www-form-urlencoded Header in Automator

I am attempting to request an access token via Microsoft’s Graph API with the Web Request node in Automator and it’s failing saying that I am missing the “grant_type” parameter. I have already verified the (near) exact config works from a PowerShell Invoke-WebRequest command. Does anyone have any ideas? I’ve attached my config and the “Test Web Request” output/response. { "error": "invalid_request", "error_description": "AADSTS900144: The request body must contain the following parameter: 'grant_type'.\r\nTrace ID: \r\nCorrelation ID: \r\nTimestamp: 2023-03-02 20:56:54Z", "error_codes": [ 900144 ], "timestamp": "2023-03-02 20:56:54Z", "trace_id": , "error_uri": "https://login.microsoftonline.com/error?code=900144"}

15 days ago

jinkzm786Apprentice

asked in Portals, Emails & Other Channels

How to add background Image on rectangle area of search bar?

Hello, I would like to edit the default theme of Freshdesk and want to add a background image on the search bar? How can I do that?

15 days ago

asgharali7072Apprentice

asked in News and Innovations

The Amazing Tool That Resizes Image to 20KB Without Changing Quality!

Hey there! Imagine you have a big size picture you want to put on the internet, but it’s too large. Usually, when you try to make it smaller, it becomes blurry or pixelated, and that’s not cool. But now, there’s a new tool in town that can resize image to 20kb to a tiny size without making them look bad! This tool is like magic, it takes your big size picture and resize it down to just 20KB, which is super small, but it still keeps the image looking great. How does it do it? Well, it’s kind of like when you pack a suitcase really efficiently, making sure everything fits snugly without squishing anything important.

15 days ago

ikaplusApprentice

asked in How do I....?

Search only open Tickets directly

Hi,we use freshservice for regular tickets but also longer running “small project”-tickets.Therefore we have a lot of tickets open for singular persons or departments.Often we have to search only for open tickets and get too many results because the closed tickets shown too. The Sorting by relevance doesn’t work for us, almost never is the searched ticket on page one.The search refining via menu aftwards ist to slow and clumsy.Isn’t there any way to search directly with commands to get a result only with open tickets? For Example: “XYZ state:open”Or is there any way to change a setting, so that in every search the State-Filter is generally set to “open” and can be changed only when needed?Best regards, Ingo

15 days ago

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:

15 days ago

RichardRSkilled Expert

asked in Ticket & Workflow Management

Duplicate tickets challenge ...

Hi,We are a MSP in the network infrastructure field and provide Incident and Change support to our customers by using Freshservice. The 24x7 support is delivered to our customers in collaboration with a partner. With this partner we agreed on a financial model to charge us per ticket. The challenging we are now facing is the high number of “duplicate” tickets generate by our provider. When there is an issue with an internet circuit our provider is proactively informing us by sending a mail to our support mailbox. The issue now is that for every update or change in ticket status a new ticket is generate which has an impact on the bill towards our partner. See attached screenshotWe’ve reached out to our ISP to see if there is anything that can be changed of their end but that is unfortunately not possible. As the subject is always the same format. {provider ticket id} + {circuit id} + { customer reference } I tried to solve this with the workflow automator but since the API doesn’t suppo

15 days ago

DavideApprentice

asked in Freshdesk Integration

Feature Request: Freshdesk Assign signature to email

Hi All,the only way to manage multi signature is to use "Signature Management/Plus", but this APP can only assign an signature to a Group or to a Product. In our cases we have more emails to one single product, could be very usefol can assigne each single signature to each single mail. Thanks

16 days ago

Sumana SrikanthanCommunity Manager

How well do you know Freshdesk?

Drop your answers as comments, answers will be revealed mid next week! ACROSS3. A field to capture/assign urgency4. You do everything to increase this score6. Be on time7. Try and test new configurations8. Enable customers to help themselves DOWN1. Assess customers' emotions from their tickets2. An occasional agent’s necessity3. Customers come here to raise tickets5. To automatically follow updates on a ticket, you become a ___ ?9. Let AI do its magic!

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16 days ago

Patrick GSkilled Expert

asked in Automations

Create a service request through Web Request - missing email error

Thanks for your help… I tried soooooo many things to get this through, just can’t find it :/

16 days ago

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

1490

16 days ago

kohudafApprentice

posted in How do I....?

Integrating Freshworks Solutions for Improved Customer Support in Mobile Games

As a mobile game developer, I'm currently exploring ways to enhance our customer support processes and ensure an exceptional gaming experience for our players. I've been intrigued by Freshworks' suite of customer engagement software and believe it could significantly benefit our mobile game development and support teams. How can we leverage Freshdesk’s features to offer in-game support to our players seamlessly? Are there any best practices for setting up a knowledge base or FAQ section within the game to address common queries? How can we enable real-time communication with players to resolve their issues instantly?

16 days ago

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Customize your CSAT surveys with the upgraded CSAT module - Available on-demandProduct Update

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