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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 them?Thanks 

0
M
Contributor
11 minutes ago
O
Apprentice
oserpasApprentice
asked in How do I....?

Pull AD Security Groups into Freshservice

So looking to see if this is even functionally possible with FreshService. We have some custom AzureAD Security Groups that we use for managing users in various departments or teams in our Org. The membership is dynamically managed from AzureAD. Is it possible to add these security groups into FreshService to then use them as assignment groups? For example we want to be able to assign certain Knowledge Base Articles to specific teams, but we want those teams to be created and managed from AzureAD. This is different than the idea of freshservice adding users to a security group for access to a networkshare ..etc.. We already have the users syncing into FreshService, just trying to see about adding groups, if its possible. I understand the AzureAD Orchestrator can help read and add groups to assign users access as part of a workflow for a ticket, but this is just a bit different. I cant seem to find anything online about it, only about the users.  

5
Daniel Söderlund
Skilled Expert
1 hour 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. 

12
Medic1334
Skilled Expert
1 hour ago
Joachim797
Apprentice
Joachim797Apprentice
asked in Best Practices in CX

Kunde antwortet auf gelöstes Ticket

Guten Tag, momentan nutze ich die Einstellung “Für jede Kundenantwort ein neues Ticket erstellen” da ich ansonsten nicht sehe wenn rein Kunde auf ein bereits gelöstes Ticket antwortet. Gibt es da eventuell eine besser Option damit nicht jedes Mal ein neues Ticket erstellt wird aber ich trotzdem (auch bei bereits gelösten Tickets) mitbekomme das der Kunde noch einmal geschrieben hat? Grüße Joachim 

0
Joachim797
Apprentice
2 hours 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
3 hours 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
4 hours ago
Pearl Holland
Apprentice
Pearl HollandApprentice
asked in News and Innovations

Convert online videos into audio

Don't let connectivity issues hinder your access to important content. Consider using ytmp3 to convert online videos into audio files, empowering you to stay informed even when offline

0
Pearl Holland
Apprentice
4 hours ago
AndyRussell
Top Contributor
AndyRussellTop Contributor
posted 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

0
AndyRussell
Top Contributor
5 hours ago
R
RHBliksems
asked in How do I....?

Images broken

Hi!Every email with images that are forwarded from our outlook support account get broken / are not showing. Like this:  How can we fix this? 

0
R
5 hours 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
5 hours 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
6 hours 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

30
R
Community Manager
6 hours 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
6 hours ago
AndyRussell
Top Contributor
AndyRussellTop Contributor
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 

2
AndyRussell
Top Contributor
7 hours 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

823
suvashini.balashanmugam
Contributor
7 hours 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
8 hours ago
sundararajan.srinivasan
Contributor
sundararajan.srinivasanContributor
published in News and Innovations

Freshservice Product Feedback: How do you manage your Cloud infrastructure today?

Hello Freshservice Community,I hope you’re doing well. I’m Sundar from the Freshservice Product Team. I’m looking to get some insights on how your organization manages its cloud infrastructure and how your infrastructure management team utilizes Freshservice. Your feedback will really help us tailor our solutions to better suit your requirements.  I would really appreciate if you could spend a few seconds responding to the survey below - promise you it’ll be super quick! Link: PARTICIPATE IN SURVEYAlternatively, you can also copy and paste this link in your browser to access the survey: https://forms.office.com/r/Apph3MQg1h?utm_source=fs_community&utm_medium=post&utm_campaign=cloud_infra_survey If you have any further questions on the survey or generally on Cloud Infra Management, please feel free to drop a note on this thread.As always, your feedback is extremely important. Thank you in advance for your time. I look forward to your participation!Best regards,SundarFreshservice

151
alyssia.correa
Community Manager
8 hours 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

70
R
Community Manager
9 hours 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

60
R
Community Manager
9 hours 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
17 hours ago
Dushyant
Community Debut
DushyantCommunity Debut
published in Announcements and Events

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

90
Dushyant
Community Debut
20 hours ago
T
Apprentice
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? 

3
eeha0120
Skilled Expert
22 hours ago
A
Apprentice
Anais HellwigApprentice
posted in Ticketing & Agent Productivity

CC recipients not taken over when replying to e-mail

When clicking on reply to an email, the contacts in cc are removed which is not helping our agents to work effectively.Also, if another email contact (B) responds in a ticket attributed to one contact (A), clicking on respond will only address the email to A and no longer to B.→ It would be helpful if this could be changed so that clicking on reply is addressing the email to the last sender and if Freshworks can build int the function "Reply to all". Freshworks communicated to us that this would need to be planned as an enhancement, but that unfortunately, there was not a substancial number of requests to prioritize this item which we found surprising as this seems to be a basic functionality.It would be great if we could therefore get support from this community to put emphasis on the prioritization of this item. Thanks a lot in advance!  

1
eeha0120
Skilled Expert
22 hours ago
Z
Apprentice
zefredApprentice
asked in How do I....?

Differrents group assignment based on email

Hello,I try to use 2 specific email address to create tickets in Freshdesk.The first email address must create ticket assigned to group “A” and the second email address must create ticket assigned to group “B” but then 2 email address create ticket in group “A” 

0
Z
Apprentice
1 day ago
P
Apprentice
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

5
Daniel Söderlund
Skilled Expert
1 day ago

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