Solved

We are fine tuning our end user experience.  AAD SSO is working.  Problem is my users are lazy and when presented with the default Home Page they will click on the Report an Issue button instead of clicking Login link to to view all of the Home Page Cards.  Is there a way to have Fresh Service automatically attempt a user SSO login before displaying the Home Page?  I’ve looked around and searched online with no success.  Any help is appreciated. 

Hi…we’re looking to use Freshdesk as a Contract Development workflow,  and I was wondering if it was possible to have multiple levels…currently  we have 7 or so agents on the Growth Plan, and I was wondering if it might be possible  to add 3 agents to a Pro plan.   Reason for this scenario, is we’d like to have the ability to have “Parent - child tickets”  which I see are only available on Pro as well as Article Versioning.   I was thinking we’d establish “groups”.  1 for our current IT helpdesk group and 1 for the Contract group.  Or is it more practical to have two completely separate sites, with different plan levels?  Any insight you have on this would be helpful.  Do you have any clients that are using Freshdesk in this way?   

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

Hi, This is what I am trying to do. Sometimes, some tickets we receive are for another service who doesn’t need to use Freshdesk. I would like to be able to :close the tickets (actually, use a « forwarded » status I created) change the group (so that the other service can have a notification in their Slack canal) forward the ticket to their generic mail addressWith the scenario feature, I was able to change the status and the group but I don’t find how I can transfer the email automatically. Is this possible ? Should I use another functionnality ?

Hello!Please, I would like to hide certain custom fields in contacts, to certain agents. Maybe an app that allows me to perform this action, or how it can be done with roles, if they give me the configuration.I appreciate your help.

I’m having a problem submitting tickets on our site - raleighschool.freshdesk.com. After submitting a ticket, I get the error “We are sorry. You have been restricted from accessing this helpdesk page.” In looking at other tickets other customers have posted, it looks like Freshdesk support needs to do something to fix it. Can someone take a look? -Paul 

Our publish and save buttons are regularly unavailable to click. We can’t save nor publish our changes, so we have to copy the code and refresh the page. Anyone else experiencing this?  

Is there a way to order tickets alphabetically from Z-A rather than from A-Z? We currently have manually sorted tickets which have titles with versions at the end (like "XXXX 1.2.3" where XXXX never changes) but want to switch to alphabetical ordering so the highest numbered versions show at the top.  Is there a way of doing that?

Hi I have a case where some employees can handle both NJ and NY tickets (the state is a field on the ticket level) and other employees can only handle NJ tickets. How can I ensure that there is an even load of ticket assignment between all my employees - meaning that the NJ only employees get more NJ tickets assigned to them because they aren't being assigned any NY tickets?  Any insight would be helpful. Thanks

Hi there, once a ticket's status is no longer on 'open' (SLA timer off), you can't see the resolution date.So meaning if I put it on pending (SLA timer off) and a few days passed, it might be overdue, but I can't see it.You have to open the ticket again to see and change the resolution date.Is there a way to see and change it while the ticket is NOT on the 'open' status?

Hi! I know how to create new scenarios; I want to know if you can use existing scenarios to create brand new tickets from scratch.

Hi,i am trying to get a custom filed added to Change ticket properties, that allows entering of formatted text. (e.g. linebreaks, formatting, tables, etc.) similar to what the change description field allows.but all i get is either Single line text, paragrah text (longer, but still no formatting) or content (not to be used for modifications).any idea on how to do this?thanks, Günther

Anyone experiencing latency issues with email

How i can get backlinks from freshworks for my site. Click here 

Hi,  Can some share a design for support ticketing system he created ? We have 4 different saleforce team I need a design how to handle workflow for the different teams Thanks

For the last week my team has noticed performance issues with refresh rate of updates to ticket list view. Once a ticket has been updated to resolved or closed status when returning to the list view the ticket remains in the view with greyed out font showing closed status until we manually refresh the browser page. In the past this has not been the case. When returning to list view previously the updated ticket would no longer be visible in the view immediately. Is this a systemic cache issue that can be resolved by support or a browser setting that may have changed recently? This can cause issue with common views used by several agents.

Is there a way to Import solution articles from a old FD site, into out new FD, but the old one had been setup as a Product, along with a own portal adress.I actually want the whole site as a Product imported, but my management says that FD service takes months to merge 2 accounts, s im forced to copy/paste all articles.

Hi,I am looking to set up a workspace for both our Facilities Dept and our Finance Dept.I have only just started on this and have ran into these blockers already:Cannot take existing service items/categories or workflows and put them into different workspaceOn sandbox:Cannot publish service item until workspace is publishedCannot publish workspace in sandbox accountIs there no way of moving service items from the default into a new workspace? I do not want to re-enter them all as this will mess up the data we already have. Not sure if this is an available option once the workspace is published and do not want to publish it on live yet.I may just route the tickets to go to the facilities workspace from the default.Thanks,Elisha

Hi everyone,We’re using Freshdesk along with WhatsApp and are looking for a way to set up an automatic reply when messages come in outside of our business hours.I’ve tried using the API endpoint /api/v2/tickets/[id]/reply, but unfortunately, it’s not working as expected.Has anyone successfully implemented this or can share some tips on how to achieve it? Any help would be greatly appreciated!Thanks in advance! 😊

I’ve noticed new features in Freshdesk, particularly in the scenarios section. Two buttons suddenly appear there. Can you explain the difference between them? I have the role of an administrator. Is there any difference for me, or is the distinction more relevant for regular Helpdesk agents? 

Hello, My company has a paid freshdesk account. We already have one sandbox account for QA environment. We want to create another sandbox acount for the Test environment. Please, how do we get this done?

We added a new agent and he only sees the dashboard, no tickets. Our configuration and troubleshooting we performed so far:Plan is a free one: Sprout Classic. Admin → User Management → Agents: adding his acount Agent is set as “Full Time”, and we have 3 seats total. He’s the third. Just to test we changed another agent to Part Time and now we have 1 seat available. We have 2 deactivated. His account was a requester, but no longer listed as requester, so I assume that’s good? Admin → User Management → Agent Groups: we have two, we added him as a member to both, and none of them are restricted. We had him logout of Freshservice, then log back in. He sees only the dashboard, nothing else. I’ve had him try to manually go to tickets pages using the following links oursite.freshservice.com/a/tickets/view/unresolved  ~and~ oursite.freshservice.com/helpdesk/tickets but both of them redirect him to the dashboard.Any additional thoughts on why a new agent can’t see anything other than the dashbo

Exactly what it says on the tin. Is there any way to manually run an hourly trigger, or do I have to just wait for it to meet the criteria that I set?

On the dashboard (tickets) where you can view as a table or card, in the table view it would be great to have the ‘Modified Date’ so a user can see exactly when the last update was made. (You can sort by Last Modified’ but having that date would be awesome and helpful. Right now, you need to click into the ticket to see this. The table view only has ‘Created Date’ (Card view in the body of the information displays Created Date but again Modified Date or Last Modified Date would be so helpful. This shouldn’t be a large effort as you already have the info. Just need to display it.

Hi All,I’m walking the very fine line between what I believe to be best practice and what staff want.In our IT workspace we are using the change ticket type for any changes required to IT infrastructure whether that’s hardware or software. For example, we need to update a piece of software on an individual server or across all devices.We have a very large number of developers, none are agents and can only view their own tickets. Some have requested be ability to be able to log change requests, but I’m trying to push back on this. I’d like them to log all their requests as regular tickets and if a change is required we (service desk) then log a change request and associate the ticket initiating the change.How do others handle groups or individuals requesting infrastructure changes through FreshService? Is there anything in ITIL on how best to control this? Thanks!Conor