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Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

Important update: We have updated the release timelines of “Service Health Monitoring in Public Beta” on 31st Oct 2022. This enhancement will be available by Nov 15th instead of Oct 31st.Note: All the features/enhancements below will be available on Starter and Growth plans on Oct 18th. For Pro and Enterprise plans will be available on Oct 31st.Product version: 2022.R10L.01New Features and Enhancements Introducing Redesigned, New Tickets Experience Sharing Tickets and Changes with other Requesters Ticket Custom Field Limit Increase Service Request and Change Approval via Email Service Request Creation Enhancement Support for paragraph fields in Problem, Release and Time Entries Virtual Agent now supports Hybrid responses and Feedback controls on Slack Virtual Agent search no longer supports tag-based search Notify On-Call Agents on WhatsApp Service Health Monitoring in Public Beta Four New OOTB integrations in Alert Management On-Call Management now available in IND data cen

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16 days ago

Vishal NemaCommunity Manager

Freshservice Release Notes - Nov 2022Release Notes

Note: All the features/enhancements below will be available on Starter and Growth plans on Nov 15th. For Pro and Enterprise plans will be available on Nov 30th.Product version: 2022.R11L.01New Features and Enhancements Create portals the no-code way Ticket Field Archival Service Request Approval Enhancement Unique Reports/Widgets Links in Analytics Multiple Schedules support reports/widgets Enhanced login accessibility and authentication for multiple portals Changes in Admin Configurations Improved Translations Sandbox New Enhancements Discover VMware Images Enriched SNMP OID Library Accessing public projects in project analytics Asset EOL field from Mobile App Important updates Deprecation of password-based authentication for API v2 Removal of Deprecated Attributes from User Management APIs Strengthening TLS 1.2 Cipher Suites Deprecation of Amazon Web Services Marketplace App Follow-up to our “Get ready to get upgraded” communication sent in May 2022 Bug Fixes New

568021

1 day ago

subhikshaa.ganeshCommunity Manager

Your most-awaited Custom Objects enhancements are here!Product update

The functionality of custom objects is extended with a host of new enhancements! You can now Set up automation rules with custom objects Extend the functionality of custom objects to your support portal Start associating your custom objects with Companies As an admin, you can set up rules to update records automatically, ease the ticket creation process for customers, and associate custom objects with Companies to assist customers better. Reduce the manual workload on your agents, and improve the visibility of custom objects on your support portal to assist with easy ticket creation and updation. Operational benefits:As an admin, here’s how you can leverage these enhancements for your benefit:Reduce the workload on your agents - Perform ticket actions, update custom object records, and more by setting up automation rules with custom objects. When a ticket comes in and is associated with a custom object record, set up conditions to update the record automatically. Ease the ticket c

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30 days ago

stevemcTop Contributor

asked in Freshsales

Export contacts, accounts or deals to csv in FreshCRM

I’m just learning FreshCRM and surprised there is no obvious way to export contacts, accounts or deals to a CSV file. I expected an option in the contacts, accounts or deals list view to export but its not there. I looked at Analytics but can’t seem to add columns to the table output. The reporting tool in analytics looks like its not extensible. Is there any way for a sales manager to export a list of contacts, accounts, or deals. Need to be able to filter to various lists and customize columns for the output.

25 days ago

aileen.maryCommunity Manager

Freshdesk and Freshdesk Omnichannel Release Notes - October 2022

New Features and Enhancements Bug fixesNew Features and Enhancements Freshdesk Telephony Partner Extension with Genesys and Amazon ConnectFreshdesk Telephony Partner Extension just got two new telephony partners. Connect Freshdesk with your Genesys or Amazon Connect account to extend your omnichannel capabilities!More details here. Multiple ticket forms enhancementsYou can now publish multiple forms on the help widget. With this update, you can choose the right form on the widget based on your issue.More details here. Freshdesk Custom Objects enhancementsCustom Object support for native objects is now extended to Companies. Moreover, customers can set up automation rules for Custom Objects, raise tickets associated with a record, and agents can view/update records associated with that ticket.More details here. Bug fixesThese were the bugs detected, and they’ve now been fixed.The Spanish translation was incorrect for Watcher Email Notification. The ticket forms were not updated on th

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4 days ago

Lars SkjønbergApprentice

posted in Freshdesk

Freshdesk very long SPF record is a problem

Hi, we are using Freshdesk support desk and until now Freshdesk has been sending email’s on our behalf. This means that we have to add email.freshdesk.com to our SPF record. This means that Freshdesk alone adds 8 DNS queries to our SPF record and the standard allows for only 10 in total.For comparison Microsoft adds two for the whole of Office 365.Now, what i have feared has happened and we have passed the limit and our SPF record is not valid anymore. I don’t know if we added the one or if Freshdesk added another sub record.There is really two problems, one is the size of the record to begin with and the other is that Freshdesk can add subrecords at anytime without any of their customers knowing and pushing that client over the limit.I think therefore it is very important for suppliers that have SPF that is used by alot of customers to be very small and maintained correct.One solution is to create your SPF record and then only add ip addresses to this record that you then maintain whe

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.

1 day 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

26 days ago

bmurrayApprentice

posted in Freshdesk

How do I control spam?

We get from 5-25 spam messages into our freshdesk dashboard per hour via our portal submission page. They are clearly coming from bots. How do we get this under control? Support at Freshdesk has told us to setup a filter, but there is nothing to filter on as these are random subjects and email addresses.

20 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?

17 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

27 days ago

jmoore_20995Apprentice

posted in Freshservice

Log error: {"code":"access_denied","message":"You are not authorized to perform this action."}

I recently added a feature to our company application to allow users to create fresh service tickets through a web page. I use my API key in the request and when testing I was testing as myself and creating tickets locally on my development environment and they were successfully appearing in our fresh service inbox. On production I used the same api key for the following endpoint /api/v2/tickets and I get the following error.Log error: {"code":"access_denied","message":"You are not authorized to perform this action."} it also logs the same error when other users are trying to create a ticket.Just wondering if there is a feature that can be turned on to make this work. OR If I need to be using a different API key or a different plan to allow other users to create tickets from within our application.

15 days ago

ckyApprentice

asked in Freshsales

iamzainApprentice

asked in Freshchat

Is there a way adding Freshworks chat widget to a website built on Gatsby?

Some chat software providers have Gatsby plugin available, or their provided script works without issues when included in html.js using React Helmet. However, some (Freshworks, for example) provide a script that gives 'unexpected token' and 'expression excepted' errors. My question is whether there is a simple way to alter the code to make it work or not?The code below includes a chat widget script provided by Freshworks that is included in Helmet before closing body tag. <Helmet> <script> function initFreshChat() { window.fcWidget.init({ token: "5df26417-e127-480b-a0ff-d21908f5030f", host: "https://wchat.eu.freshchat.com" }); } function initialize(i,t){var e;i.getElementById(t)?initFreshChat():((e=i.createElement("script")).id=t,e.async=!0,e.src="https://wchat.eu.freshchat.com/js/widget.js",e.onload=initFreshChat,i.head.appendChild(e))}function initiateCall(){initialize(document,"freshchat-js-sdk")}window.addEventListener?window.addEventListener("

1 day ago

klevenickApprentice

Dark Mode for AgentsIn progress

Having a dark mode for agents would be extremely nice. Having to stare at a stark white screen all day kills my eyes, and I'm sure bothers other people. With other services adopting dark mode as an option, Freshservice should as well.

10 days ago

Nirupama KamathApprentice

asked in Freshservice

Out-of-office Auto-reply from customer gets created as a new Ticket instead of being attached to the existing one.

Is there a solution to this problem? Have created a support-ticket too for this. Problem:when an agent comments on an existing ticket and the requester has configured an “out-of-office” message. This message creates a new ticket. - creates a huge inconvenience, because when closed, the customer is confused as the issue is still “open” and when they reply, this unnecessary new-ticket is re-opened!! causing more confusion.Expected behaviour: The reply be sent in the same existing ticket and not a new one.

16 days ago

SchwiftyyyContributor

asked in Freshservice

Create FreshService ticket with PowerAutomate "Requester ID"

So I am working on automating some things as far as our user creations. So when I select the “Create a Ticket” action in Power Automate it makes me select a requester ID from a predone list, I assume an import from FreshService users. I can select “Custom” but it only allows an Integer field so I can’t select the requester from the form the data is coming from “Microsoft Forms”.Anyone have any ideas what exactly it needs in order for me to make the ticket come from the person that filled out the Microsoft Form or for it to at least work? No matter what I try, it fails due to it not being an integer.

16 days ago

gflazApprentice

asked in Freshdesk

Removing "Customer Responded" flag

I’m wondering if/when it will be possible to remove this indicator from a ticket. It’s annoying to be trying to visually scan the ticket queue and not be sure if I’ve already addressed something. Sometimes customers send auto responses, “thank you,” or “give me a few days” messages that don’t need an immediate response. I see that this is an issue that was brought up previously and the discussion was closed two years ago with a “bear with us” message. Any actual updates on the status of that change?

4 days ago

Breezy ThemesFreshworks Partner

posted in FreshThemes Gallery

Frio Blue Theme for Freshdesk Customer Portal

View Demo → Frio Blue is a professional and extremely versatile theme for the Freshdesk support portal. It is fully responsive and Retina ready to give your readers a pleasant reading experience. Its minimalistic design makes it super easy to navigate. Frio has custom blocks that you can use for a wide range of purposes. 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 Custom

15 days ago

saravanaApprentice

asked in Freshdesk

AD B2C integration in FreshWorks SSO with OIDC - Login error

I am integrating AD B2C as Identity provider for the FreshWorks by configuring SSO with OIDC in the Freshworks.Configuration done in the Azure AD B2C: Registered an application in the AD B2C Tenant a. Get the redirect URL from Freshworks SSO with OIDC and added in the Redirect URI in the registered application b. Id Tokens and Access Tokens check box is selected. c. Enabled the public client. d. Generate the client secret for the application Added Microsoft as external IdP in the AD B2C tenant. Only one external IdP is enabled, local account is not enabled. Created a SignupSign User flow Tested the User flow, able to signup and sign-in using Microsoft Account (personal account). JWT token is generated with the claims sub, email, name. Configuration done in the SSO with OIDC:Get the ClientId and Client Secret of the Application registered in the AD B2C tenant and added in the SSO with OIDC configuration dialog Navigate to AD B2C signup sign-in user flow OIDC configuration url and

11 days ago

nance7Apprentice

asked in Freshdesk

Categories' Font Color

Is there a way to change the categories' font color so the viewer can see them better? The font color is a very light gray and is not noticeable for viewers.

1 day ago

baglibiswajit91Apprentice

posted in Freshservice

Freshservice integration with Tableau

Hi, Can any one tell me how to integrate freshservice with tableau. Step by step process. I am not able to do that. Thanks.

8 days ago

stoff75Apprentice

asked in Freshservice

Updating Assets using Powershell

Hello,I’m trying to bulk update assets in our Freshservice with "warranty_expiry_date" from HP and hitting two main problems. One of them is specific to powershell, the second is quite general regarding how asset properties are structured. Hoping someone can help?1) When checking the documentation for updating assets, in the sample code the properties in the "type_fields" section has the suffix "_25", like "product_25". Where does the "_25" come from? What’s that ID doing there? It doesn’t seem to be the ID of the asset and I can’t find any information where it comes from? When checking my own environment I have "_26000456017" and not "_25". But how can I programatically know what to have there when updating the asset if I don’t know what it’s supposed to be? Or is it the ID of the Freshservice instance, in which case it should be the same for all assets (which it appears to be)2) When doing this using powershell I'm getting "415 - Unsupported media type" which is the general error for

4 days ago

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Recently active topics

Freshservice Release Notes - Oct 2022release notes

Freshservice Release Notes - Nov 2022Release Notes

Your most-awaited Custom Objects enhancements are here!Product update

Freshdesk Contact Center Release Notes - Oct 2022Release notes

Dark Mode for AgentsIn progress

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