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993 Posts
L
Apprentice
LiamRApprentice
asked in Automations and Workflows
Message update board?

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

67319
backlinkpro35
Community Debut
T
Apprentice
tkiraneApprentice
asked in Contacts & Companies
Associating company with specific portal

Hello!I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url.I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email. I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well). Thank you!

2628
T
Community Debut
andrers
Community Debut
andrersCommunity Debut
asked in Portals, Emails & Other Channels
Create Ticket Problem - Portal

When trying to create a ticket through the portal form, I am receiving the following message:'We are sorry. You have been restricted from accessing this helpdesk page’ Could someone help me solve this problem? Thanks for your time and support. André

13918
A
Community Debut
R
Apprentice
RahulamirkanApprentice
asked in Getting Started
Cara Membatalkan Pengajuan Shopee SPinjam

Mulailah cara Membatalkan P𝗶njaman (Spinjam shopee & Spinjam) dengan cara menghubungi Live Chat via WA:(+62.855_33_33'075'), jelaskan alasan ingin melakukan Pembatalan, lalu siapkan data diri Anda seperti KTP, dan ikuti langkah-langkah pembatalan yang di instruksikan oleh customer service.

252
L
Community Debut
Rajafiraun09
Apprentice
Rajafiraun09Apprentice
asked in Getting Started
Cara Membatalkan Pinjamam Samir

Berikut cara Membatalkan P𝗶njaman di (Samir) dengan cara menghubungi Live Chat via WA:(+62855_3333'075.), jelaskan alasan ingin melakukan Pembatalan, lalu siapkan data diri anda seperti KTP, dan ikuti langkah-langkah pembatalan yang di instruksikan oleh customer service.

502
R
Apprentice
FreshVert
Apprentice
FreshVertApprentice
asked in FreshThemes Gallery
How to Display a Table of Content page for Solution Articles

Looking to understand how to us html to, display a single solution article on freshdesk’s customer landing page.This single article is a table of contents, with pertinent groupings for each article.Any help on how to reference one article and display it on the landing page would be appreciated. 

12117
J
Community Debut
andersreve
Skilled Expert
andersreveSkilled Expert
asked in Contacts & Companies
Business hours should be Company dependent, not Agent group dependent

Managing a support desk operating in one time zone only, but handling customers from multiple timezones, is a challenge. Let's imagine this:My helpdesk has 1 agent. This agent works in timezone EU. This agent handles both customers: Customer 1. Their contracted SLA with us uses business hours in EU, same as the agent.Customer 2. Their contracted SLA with us uses business hours in US, not the same as the agent. How can I set up Freshdesk to support this - so that:In a ticket queue sorted by "Due by" it is related to the specific customer's business hours, and not the agent group business hours? When I pull report on for example SLA violations, these SLA violations are related to the relative business hours of the customer?Example:Customer 2 reports a ticket that has a 1 hour resolution time. They report the ticket at 4PM (US time). The agent (working in EU time) resolves the ticket at 8AM (EU time), therefore violating the SLA. When SLA follows the agent (group) this ticket’s SLA would

12413
andersreve
Skilled Expert
gflaz
Apprentice
gflazApprentice
asked in Automations and Workflows
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?

178221
Altus
Skilled Expert
mark-rasa
Apprentice
mark-rasaApprentice
asked in Apps and Marketplace Integrations
Full-page app not showing up in Freshsales

I am adding a custom app to our Freshsales Suite, and things seem to show up correctly for the Contact menu.Is full page app supported in Freshsales?If not, it would be fantastic if the documentation mentioned where things do or don’t work, depending on the app. For example, using “freshsales” in the manifest DOES NOT WORK, but “freshworks_crm” does. 

25611
cullenjohns
Community Debut
HVA
Top Contributor
HVATop Contributor
asked in Contacts & Companies
Divide contact fields into sections

I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.

2214
avasmith
Community Debut
P
Contributor
paddyb79Contributor
asked in How do I....?
Expression Builder

I'm trying to create a workflow to reset a Microsoft Active Directory (AD) user password.To do this, I need to generate the username in the format JDoe for a user named John Doe. Input:I want to use the Requester Name field from the Service Item, which contains the full name of the user (e.g., John Doe). Problem:I’ve tried using the following expression, but no matter what I do, it doesn’t work.Instead of getting JDoe, I get JJohn Doe.  concat( toUpperCase(substring(trim('{{ticket.actual_requester.name}}'), 0, 1)), regexReplace(trim('{{ticket.actual_requester.name}}'), '^\\S+\\s*', '') ) i tried different Variation, also the eMail-Adress field, Nothing is working

172
P
Contributor
Benjis
Apprentice
BenjisApprentice
asked in Portals, Emails & Other Channels
Add a training (videos) section

Hi! My company has a portal for Solutions (articles) and another for Support (tickets). I would like to have a place to present videos and other information for new customers to explain them how account configuration works and guide them. Should I create a new portal or a custom section in the theme (we have a custom theme with Breezy)? I’m not sure what is possible.    

4326
Archie Edithi
Community Debut
Shaine Chance
Skilled Expert
Shaine ChanceSkilled Expert
asked in Automations and Workflows
Create Scenario Automation for individual agent

I want to create a scenario automation for another user but I do not believe it is possible.I can create for myself, all agents or agents in group.Scenario:We have restricted access to agents creating scenario automation to senior agents as the automation can allow for anything including deleting of tickets.The problem is agents want to have some of their own automation for typical ticket updates they do.I want to create an automation for the individual but it is either for myself, All or in a group which does not work for us. It seems the only solution would be to give the user the access but then we run the risk of them creating automation we do not want them to have. Any ideas?

2528
T
Community Debut
equal.postost
Apprentice
equal.postostApprentice
asked in Contacts & Companies
How to fill Contact fields?

Hi,I’ve created a ticket form with many of customs fields, all of them are linked with a newly created ticket.In addition I have a few fields in the form (phone, telegram id, job title etc) which have to be linked with a user, not with a ticket. How to add information from these “user” fields to the Contact details?Thanks

2196
A
Community Debut
D
Apprentice
Debbue ValenteApprentice
asked in How do I....?
How do I edit a config set?

I am a new user of Freshservice.  We have set up some Sync configuration sets to sync our production environment to our sandbox.  We do not seem to have the ability to edit the set once we have created it:  Hovering over the Action column reveals nothing.Accessing the Config Set does not reveal an area to edit:  Can someone point me in the right direction? 

242
D
Apprentice
P
Apprentice
paulhwApprentice
asked in Getting Started
NPO / Non Profit Pricing

Is anyone else able to shed light on the non profit pricing options with Freshdesk?They have a whole web page Helpdesk Software for Non-Profit Organizations - Freshdesk | Freshworks about how they help NPO’s and offer discounts yet I get when it tells you to complete the form you end up with someone from sales calling you.Initially they seemed shocked I was even asking for discount, then came back with a fairly minimal discount for a high subscription compared to many other offerings. We want to use Freshdesk as we have some experience of it but not so sure on the non profit support?  

10015
Dustin W
Apprentice
lfirth
Apprentice
lfirthApprentice
asked in Messaging Channels
How do I hide the freshchat widget on certain pages of my website?

This doesn’t work: https://support.freshchat.com/support/solutions/articles/238297-how-do-i-hide-the-freshchat-widget-on-certain-pages-of-my-website-I get the following console error: Uncaught TypeError: Cannot read property 'init' of undefined

20859
T
Community Debut
JUANCARLOS
Apprentice
JUANCARLOSApprentice
asked in Portals, Emails & Other Channels
FRESHDESK Multiple sessions and multiple devices for one agent

Hi how are things?Maybe you can help me.For my small business, I want to buy the growth plan, with an agent, my question: how many parallel simultaneous sessions can that agent have? Can you have multiple simultaneous sessions on different devices?Thank you

2752
Yusuf Ahmed
Community Manager
Cashew
Apprentice
CashewApprentice
asked in How do I....?
Where to add Impacted Services?

Hi, very new to Freshservice.I’m trying to associate impacted services to a ticket, however there obviously aren’t any services.Now, I can’t figure out for the life of me where to add these services that should show up in this list.I have some “services” in my service catalog, but I’m assuming that shouldn’t be a part of this.

264
Daniel Söderlund
Skilled Expert
Cashew
Apprentice
CashewApprentice
asked in Getting Started
Asset import failing on date format despite correct format

I’m new to Freshdesk and have been attempting to import our assets from a csv file.The importer seems to run just fine, but always fails on the date formats.I have set the date format to the default YYYY-MM-DD HH:mm, which is also the exact format used in the csv file.Is this a bug, or am I doing something wrong?

333
Daniel Söderlund
Skilled Expert
muskanb
Apprentice
muskanbApprentice
asked in FreshThemes Gallery
Help Center (Dark) Theme Configuration

Concerns regarding the Hep Center (knowledge base) automationDark Mode Theme: a. Does Freshdesk offer a dark mode theme option? If yes, guide on how to enable it. b. Are there any plans to introduce a dark mode theme for the platform? c. Do we need to install any version for it? Font and Spacing Customization: a. Is it possible to customize the font style and size within the support articles? If so, what customization options are available? b. Can we adjust the spacing between lines or paragraphs in the support articles? If yes, how can we make these adjustments? Related Article Suggestions: a. How does the platform determine the related article suggestions that appear at the end of each support article? b. Is it based on keywords of the primary article, tags, or other factors? Please provide details on the algorithm used to generate these suggestions. It would be great if you can help me with the link and proper navigations regarding the above concerns. Thank You

25754
Croy
Skilled Expert
T
Top Contributor
tazaadhaTop Contributor
asked in How do I....?
Send an email when ticket task is overdue

Send an email when ticket task is overdue. Is it possible in the Workflow Automator?

162
T
Top Contributor
Juanki
Apprentice
JuankiApprentice
asked in Apps and Marketplace Integrations
impossible to add facebook and instagram channel

Hii can’t add meta channels. Error adding channel it sounds as revoked permissions someone of my old team did on Facebook :(could you help me?

23311
E
Community Debut
F
Contributor
Full Fibre FanaticContributor
asked in Portals, Emails & Other Channels
Revoke portal access for an individual customer

Is it possible to revoke portal access for a single customer?

1083
T
Community Debut
P
Apprentice
pgielkensApprentice
asked in Chatbot and AI
Whatsapp freschat and mobile

Hi,We have whatsapp in freshchat combined with freshdesk. All works fine.Can we install whatsapp business on mobile phone so we can use both. Offcourse the same business number.How to handle this?Any suggestion will appreciated?

484
johanmark1122
Community Debut

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