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AAlexiouApprentice

asked in Ticket & Workflow Management

Asset Workflow for Used By

I’d like to create a workflow to automatically assign the Asset to the User using it.Doing this manually is hell for hundreds of Assets.So we send the Agent to the users via InTune. We get the information “Last Login by” and I would like to link this information to the field “Used By”.How should I go about it to create such a workflow?

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

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

winston_mascarenhasApprentice

asked in How do I....?

Access Control for Marketplace Apps in Freshworks: Limiting Usage to Specific Users

Hello Team,I'm curious if it's feasible within Freshworks applications such as Freshdesk and Freshchat to limit access to an installed application from the marketplace to only a specific group of users.The goal is to deploy an application for XYZ company, with access restricted solely to clients from that company. External users outside this domain should not have access to the application. Is this level of access control possible?

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.

mspsivaApprentice

asked in How do I....?

Subject: Need help finding Freshsales API Rate Limit Documentation

Hi Freshworks Community,I hope you're all doing well! I'm currently working with the Freshsales API and am in need of information regarding the rate limits. I've been searching through the documentation, but unfortunately, I couldn't find the specific details.Could someone please guide me to the correct documentation or provide information on the rate limits for the Freshsales API? Your assistance would be greatly appreciated!Thank you in advance.Best regards,Siva Priyan

asked in Freshservice – Paris User Network

wrong Time zone

HelloTime zone is set to (GMT+1:00) Paris in our Freshservice instead of (GMT+2:00) Paris. Has someone encountered the same issue ? Fresh support told me that they have raised the point to product team,….(Note that users profile is correctly set to (GMT +2:00) Paris) .Thank in advance for your reply

pmaurinApprentice

asked in How do I....?

Export On-Call Schedule

I’m able to initiate the on-call schedule export and download the .ics file, but the file is blank after opening. Anyone have tips on how to export the calendar and import to Outlook?

neilbApprentice

asked in Assets

Viewing Asset Data

I have been spending some time on the asset management part of FreshService as I would really like to use this as my asset database and service catalogue. Using the probe to scan and update asset data looks to be working well and I can see that pretty much all the info I would like on my assets is present. However, I’m struggling with getting a view of the data that is usable to me. Is there any way to get a view or a CSV export that would list all assets (or a filtered sub-set) and list all data associated with that asset? For example, list the make/model, hardware, OS, installed software + version, relationships, serial numbers, associated contracts, custom fields etc etc? I only seem able to get subsets of information and can’t get a whole view.How do you interact and view the asset data? Any tricks or functionality that I’m missing? I’d really like to start using the asset database as the source of truth for the environment but without a way to get the data into a useful view its p

AnushaCommunity Manager

published in Major Incident Management

POLL: Which enhancement would you like to see first in Freshservice Major Incident Management?🤔

Hey everyone!Thanks for your keen interest in the Major Incident Management module 🙌What we’ve shipped is just the Beta version. There are tons of enhancements lined up.Our current roadmap is listed here. You’ll notice that several enhancements related to Post Incident Reporting and Status Page customizations are coming soon within one or two quarters. But knowing which enhancement you’d like to see first, would help our Product team immensely. So, browse through the list and make your choice. And in case we missed an enhancement request, let us know by commenting on this thread. Ciao!Anusha :)

Mrinalini GApprentice

published in Chatbot and AI

A Chronicle of Conversational Platform Evolution

Hello Freshworks Community!!!I am Mrinalini and I’m a Solution Engineer in Freshworks specializing in Customer Suite of products- Freshdesk, Freshchat, Freshcaller, and the Customer Service Suite. With this blog, I would like to delve into how the evolution of conversational platforms from rule-based systems to intelligent virtual assistants has revolutionized customer engagement. Chapter 1 - Journey from Rule-Based Systems to Intelligent Virtual Assistants Over the years, conversational platforms have undergone a remarkable metamorphosis, transitioning from basic rule-based systems to advanced and intelligent virtual assistants. This transformation has been fueled by technological advancements, especially in the fields of artificial intelligence (AI) and machine learning (ML). Evolution The transition from basic chatbots to sophisticated virtual assistants represents a notable evolution in conversational platforms. While early chatbots relied on predefined responses, modern virtual a

gunnakApprentice

asked in How do I....?

Populating a list dynamically

I'm creating a request form that will have a reasonably long list of options for a person to select from a drop box or tick box list. This list represents a list of access types in a separate application and will change regularly. Rather than manually updating this list as the application access types are updated is there a way to use an API call to my application to pull in the list? Even better it does a real-time import when they create a new ticket?

KrisCSkilled Expert

asked in Assets

Tracking consumables

How are we suppose to track these items? We don’t use ITAM for things like keyboards mice or monitors but we would still like to know who has what. Is there a way to do this?

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 SpecialistRhea, 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

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

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

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.

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?

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?

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?

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

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?

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.

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.

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

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