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Vishal NemaCommunity Manager

Freshservice Release Notes - June 2022release notes

Important update: We have updated the release timelines of “Rest APIs for New-Gen Project Management ” on 01st July 2022. This enhancement will be available by 15th Jul' 22 instead of 30th June’22.Note: All the features/enhancements below will be available on Starter and Growth plans on Jun 15th. For Pro and Enterprise plans will be available on Jun 29th.Product version: 2022.R06L.01New Features and Enhancements On-Call Management now in GA & also available under Growth plan CSAT survey for agents created tickets Reporting on Custom User Fields in Analytics Rest APIs for New-Gen Project Management Enhanced asset audit using Discovery Probe Enhanced software discovery from VMware vCenter using Discovery Agent ‘Ticket is acknowledged’ as a workflow event Orchestration Center Updates Bug Fixes New Features and Enhancements On-Call Management now in GA & also available under Growth planCategory: IT Operations ManagementTrial customers will now no longer need to raise a spe

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14 days ago

Vishal NemaCommunity Manager

Freshservice Release Notes - May 2022Release Notes

Important update: We have updated the scope of work for ‘Escalation levels in the on-call management’ on 20th May 2022. With the new scope, users can now increase the total interval between escalation levels by up to 1 day instead of 7 days.Note: All the features/enhancements below will be available on Starter and Growth plans on May 16th. For Pro and Enterprise plans will be available on May 30th.Product version: 2022.R05L.01New Features and Enhancements Increase the interval between escalation levels by up to 7* days Lookup fields to Ticket Forms Upgraded APIs - Version 2 Upgrading from the Reports Module to the Analytics Module Renaming ‘Department’ & ‘Requester’ Fields in Analytics [For Single Account MSP Customers only] Deprecation of password-based authentication for Google & Microsoft Email New error codes for unauthorized API V1 usage Bug FixesNew Features and Enhancements Increase the interval between escalation levels by up to 7* daysCategory: IT Operations Ma

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14 days ago

Vishal NemaCommunity Manager

Freshservice Release notes of 2021.R10L.01Release Notes

Important update: We have updated the release timelines of Microsoft Teams enhancements on 8th Nov,2021. This feature will be available by the end of last week of Nov,2021 instead of first week of Nov,2021. We have updated the release timelines of Additional Fields in Analytics availability on 29th, Oct 2021.Additional Fields in Analytics will be available in a phased manner by the 3rd week of November.Note: All the features/enhancements (except Additional Fields in Analytics availability and Microsoft Teams enhancements ) below will be available on Blossom, Starter, Garden, and Growth plan on Oct 18th. For Estate, Pro, Forest, and Enterprise plan it will be available on Oct 28th.Enhancements: Approval Page CustomizationCategory: IT Service ManagementAdmins can now customize the approval page for Tickets and Changes by adding custom fields and attachments. This will ensure the approver has enough context to approve any request.In the form fields section, enable the Display to approver

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25 days ago

Vishal NemaCommunity Manager

Vishal NemaCommunity Manager

Freshservice Release Notes - Aug 2022release notes

Note: All the features/enhancements below will be available on Starter and Growth plans on Aug 17th. For Pro and Enterprise plans will be available on Aug 29th.Product version: 2022.R08L.01New Features and Enhancements OLA policies Lookup fields for Change Forms Improved Freddy-powered search for Virtual Agent All-new report builder experience in analytics CSAT response Email Enhancements Study monitoring tool status using the Activities tab Multiple responder groups now available in On-Call Management Workflow Enhancements IP whitelisting for Mobile App Enhanced Ticket Module Changes to Freshworks sub-processor list Bug Fixes New Features and Enhancements OLA policiesCategory: IT Service ManagementAdmins can now define internal Operational Level Agreements (OLA) on tasks. This will enable admins to configure OLA policies that will dictate the time within which Agents should complete Tasks inside the Tickets/Problems/Changes or Releases, ensuring continuous service delivery

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3 days ago

c.ziobroApprentice

posted in Freshdesk

We are sorry. You have been restricted from accessing this helpdesk page.

When a customers try to opne a tickect they receive this message"We are sorry. You have been restricted from accessing this helpdesk page"Our url access is: rubika.freshdesk.comCan you help me please ?BR.

4 days ago

Breezy ThemesFreshworks Partner

posted in FreshThemes Gallery

Moose Purple Theme for Freshdesk Support Portal

Moose Purple is a modern-looking and maintenance-friendly theme for the Freshdesk support portal. It is based on excellent customer experience (CX) and the latest design trends. Flawless performance and easy maintenance This Freshdesk support portal template has a clean code that is easy to read, maintain, and modify for other developers. It will provide your customers with an enjoyable and hassle-free experience because it has been tested thoroughly. You may check the theme on any device and make sure its performance is flawless. Consistent colors and good contrast for super easy readingMoose Purple features a few color schemes that follow the design standards. All visual elements are consistent and make content super easy to read and scan. So the theme will leave a professional impression on your users, no matter whether they are meticulous designers or football fans. Extended opportunities for a bespoke Freshdesk support portalYou can brand and customize this Freshdesk theme yoursel

19 days ago

V.WestbergApprentice

asked in Freshservice

Customize end user portal

I have been looking for a solution to change the look for my end user portal. It appears that my HTML is missing the key elements to change the look of my buttons. I would also like to change what they say. Fresh Service PRO - Trial (contract paid for Dec 31 activation) Side note - if anyone has code they would like to share I would love to see what could be done

27 days ago

daniel.soderlundSkilled Expert

asked in Freshservice

Expression Builder with Liquid expressions.

Hello, Been testing the new Expression Builder block and found some ups and some downs. I created this expression using Liquid and the test gives me OK on it but I can’t save it. I get this when I click on done. Invalid Syntax - One of its operands is invalid. {% assign home = "no" %}{% if {{home}} == "no" %}"no"{% else %}"yes"{% endif %} My goal is something like this, create a {% if {{ticket.tag}} contains "ApprovalStep2" %}{{R3.approver1}},{{R3.approver2}},{{R3.approver3}},{{R3.approver4}}{% else %}{{R2.approver1}},{{R2.approver2}},{{R2.approver3}},{{R2.approver4}} {% endif %} This is part of a Approval flow. My first action sets TAGS with this https://gist.github.com/varazir/f9c714f8193e45531e8c5fbcdc57e61bNext action is to send approval message based on “to be approved by”-types there are. Using tags for conditions and don’t want to make 2 setups with send approval actions. ( I wish there was a API option in the body when you send a note “approveby”: “everyone” )

7 days ago

Matt HTop Contributor

asked in Freshservice

Run automation workflow on specific date?

Is it possible to somehow trigger a workflow to run on a specific date that the requester selects in the ticket/form? Like an End- or start date for an employee?

13 days ago

Breezy ThemesFreshworks Partner

posted in FreshThemes Gallery

Breezy Plus Theme for Freshdesk Support Portal

View Demo → Breezy Plus is a custom Freshdesk theme that combines the best practices of Freshdesk customization. Apart from standard features, it also has side navigation for more comfortable portal usage, categories with icons on the homepage, prev/next buttons for getting to the next and previous pages, and custom links in the header and footer. Theme Features Side navigation. Show categories, folders, and articles on inner pages. Prev-Next buttons. It adds buttons at the end of articles, which forward to the previous Article formatting components. Make your articles more attractive and easier to read with Tabs, Accordions, Callouts, Tables, Lists, Videos, and other options. Responsive and Retina-ready. All our Freshdesk templates look great and work properly on all devices. 100% compatible with all Freshdesk features. The theme has been tested thoroughly to ensure that every Freshdesk function is fine-tuned and brings the highest level of performance to your customers. Cu

1 day ago

swetha.shivaContributor

Integrate Whatsapp and Freshdesk free of costNews

Engage your customers on the world's most popular messaging app at absolutely no cost!You already know that you can connect WhatsApp with Freshdesk to seamlessly support customers, enable instant conversations and enhance the customer experience. Previously, this was available as an add-on from Garden plan but starting now, it will be free on the Garden plan onwards. You can now integrate upto 10 Whatsapp numbers with your account.We have also brought about some enhancements to the Whatsapp<>Freshdesk integration. Here’s what has changed: Unlike before, you can now add multiple Whatsapp numbers to your Freshdesk account and manage conversations with your customers better You can now integrate multiple Whatsapp numbers without any charges for the number. Since you can purchase the numbers at free of cost, you can get any number from any part of the world and support your customers on the go globally. Note: Some charges will be applicable for template messages. The Whatsapp s

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25 days ago

boyazApprentice

asked in FreshThemes Gallery

Free Themes

None of the link to the free themes are working.Can someone help out with free themes one can use? Its been a whole hell lot of work getting to see themes.Help!

29 days ago

maheshalwai83Apprentice

asked in Freshdesk

Auto Reply Ticket

When ever A ticket is created, I would like to Add a Automatic Reply to that Ticket on behalf of an Agent. Why on behalf of agent: So, the reply goes to Customer Inbox and Also gets updated in Ticket[i’m currently using automatic-emails system, but that reply wont get appended in ticket] Sample AUTO REPLY, Which I’m looking to Add. Is there any way to do it in freshdesk or any premium app ? We got your TicketTicket ID: #{{ticketID}} Email: {{ticket.from_email}} Phone: {{ticket.cf_phone_number}}If the above Phone number is incorrect, please reply to this email or contact Live Chat Support Immediately.

13 days ago

rashmi.nagCommunity Manager

published in Freshservice

Workflow Of the Week - Session 6 - Liquid Filters to extract information from from a ticket's subject and inject them into fields

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks. In this week’s session, check out how to use liquid filters to extract information from a ticket’s subject and inject them into fields. Useful Resources:Liquid Filters and Placeholders - Use the examples in this solution article and tailor them to your own use cases.To view other posts in the series, search for #WorkflowoftheWeek

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5 days ago

subhikshaa.ganeshCommunity Manager

Freshdesk Contact Center Release Notes - July 2022Release Notes

New Features and Enhancements Bug fixesNew Features and Enhancements Additional call lifecycle events in Freshdesk Contact CenterGain deeper insights and give complete visibility into calls with additional call lifecycle events. You can now get insights into when and how a call ended. More details here. Parallel Calling in Freshdesk Contact CenterMake multiple calls simultaneously, have unified conversations with anyone, and get help to resolve issues faster. Agents can start a parallel conversation and switch between calls any number of times while putting the other person on hold.More details here.Changes to Freshworks sub-processor listWe plan to update our sub-processor list. We will be adding the following sub-processors to our list. DataStax Inc Sumologic We will be removing the following sub-processors from our list: Google Cloud Platform Freshworks performs an annual review of its sub-processors to ensure their compliance with the appropriate technical and organizational meas

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6 days ago

Breezy ThemesFreshworks Partner

posted in FreshThemes Gallery

Concord Blue Theme for Freshdesk Customer Portal

View Demo → Concord Blue is an elegant mobile-friendly theme for your Freshdesk customer portal. It has a modern design and is highly customizable. You can design the homepage as you wish and play around with several layout options before selecting the final one. Concord Blue includes the possibility to add custom blocks. Theme Features Article formatting components. Make your articles more attractive and easier to read with Tabs, Accordions, Callouts, Tables, Lists, Videos, and other options. Responsive and Retina-ready. All our Freshdesk templates look great and work properly on all devices. 100% compatible with all Freshdesk features. The theme has been tested thoroughly to ensure that every Freshdesk function is fine-tuned and brings the highest level of performance to your customers. Customizable homepage. Change the hero image and mix layout elements like custom blocks, category views, and recent articles. Three color presets and customizable colors. Branding and Custo

8 days ago

stevemcTop Contributor

posted in Freshdesk

How to more easily create dropdown with many items (e.g. country)

I needed to create a country field in Freshdesk in the Contact and Account forms. But I found (disappointingly) the lack of a built-in field that had al the countries already. Also, while there is a REST API to create ticket fields, there is not one for Contacts or Companies field. Since there are 241 countries I did not want to type or copy/paste that many entries into 2 different forms. So I used Applescript to automate this as follows:Open Apple scripteditor and enter following command: activate application "Google Chrome" tell application "System Events" to keystroke "Brazil" & (keystroke (ASCII character 9)) Note: I used Excel to build this list. Here is my XLS. Just pasted the contents into script editor. (if for some reason this is not there in future just google a list of countries) Create a new dropdown field Click “Add item” as many times as needed (in my case 241 times) Create a couple more than you need in case you mis-count you can click thru this pretty fa

8 days ago

khaled89Apprentice

asked in Freshdesk

How to change the conversation first chat message ?

We integrated fresh desk into our iOS app, when the conversations screen opens, this question appears at the beginning from the agent: Hello there! Need help? Reach out to us right here, and we’ll get back to you as soon as we can! How can I change this message ? is it from the SDK or from the admin panel ?

5 days ago

gasantaoApprentice

asked in Freshdesk

Delay responses

Is it possible to schedule or delay the responses to the TICKETS for the start of the next business hours?AttnGustavo Santa

7 days ago

mannsFeatured Influencer

posted in Can't Find a Space?

Attending Refresh 2022 in Las Vegas

I’d love to attend this Freshworks customer event in November and hopefully I can make it work from here in the UK. If you are thinking of attending (I’ve not seen a registration page or agenda yet), what would you hope to get from the event? Please let me know as a response :)

7 days ago

LeonLerApprentice

asked in Freshdesk

Slack channels are not showed in configuration

Hi,I’m trying to use the Freshdesk-Slack integration..I added some new public channels to our Slack in order to redirect the notifications there, and when I’m trying to add these channels to the Access Public Channels, they are not in the list of choices.Any idea on what the problem might be?This is happening only with the public channels, if I create a private channel it appears in the Access Private Channels list immediately Thanks!

26 days ago

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Recently active topics

Freshservice Release Notes - June 2022release notes

Freshservice Release Notes - May 2022Release Notes

Freshservice Release notes of 2021.R10L.01Release Notes

Freshservice Release Notes - July 2022release notes

Freshdesk and Freshdesk Omnichannel Release Notes - July 2022Release Notes

Freshdesk and Freshdesk Omnichannel Release Notes - June 2022Release Notes

Freshservice Release Notes - Aug 2022release notes

Integrate Whatsapp and Freshdesk free of costNews

Freshdesk Contact Center Release Notes - July 2022Release Notes

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