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nixnixApprentice

asked in How do I....?

Can I edit this view

I need to edit this particular view to add more fields or edit the current ones. Is it possible?

joey.domhofTop Contributor

asked in Freshdesk – Berlin User Network

Knowledge base hierarchy

Hello Berlin community!I have been hearing feedback on a few occasions that the current knowledge base hierarchy is not sufficient for some customers - this is especially the case for multinationals that operate at significant scale.Currently, Freshservice supports 3 layers (category, folder, item) which typically does not support use cases very well that have a) multiple functions working in one tenant and/or b) that have more demands on regional and country level distinction.Does this resonate with any of you? And, has anyone found any workarounds or ways of working that offset this current limitation somewhat?

slammyApprentice

asked in Analytics, Reports & Dashboards

Outbound/Sent email count

Hi there, New to Freshdesk. Trying to figuer out how to count the number of emails an employee has sent whilst using Freshdesk using their analytics?Is there a way on Freshdesk analytics where it counts the number of emails sent including any emails initially sent to customers (first contact to customers) and not just counting the employees replies to customers after the customer has initially emailed in?Many thanks

RafalApprentice

asked in News and Innovations

How to check who closed a ticket

Hello,I'm looking in the system and I can't find it. Is there any way to check the timline for a specific ticket, who closed it, who assigned it and all other information? Do you need to have administrator rights?

mattpayneRJSkilled Expert

asked in Portals, Emails & Other Channels

How do people feel turning off emails?

I am looking at turning off emails to our IT portal to encourage more tickets to be raised by the self service portal.Does anyone have any thoughts on this? Has anyone been able to sucessfully implement this?Also, I suppose the question would be…. how do I do this?

pc-load-letterApprentice

asked in Automations and Workflows

Set/Update Subject text using Automations, Scenarios, and Canned Responses

I am submitting this as an enhancement, as this functionality does not exist, to my knowledge. There have been a few requests/questions around this topic, but it appears they have all been archived, or the original need has not been captured. We receive tickets through various channels where we need to set or update the Subject for appropriateness and data governance. When tickets are received/created - the original requester email sets the ticket subject. We need the ability to set/update the subject using Automations, Scenarios, and Canned Responses. That way, when we programmatically or manually respond to the requester, the email subject line appears per our Company Policy and branding guidelines and provide consistency for data governance purposes. Furthermore, it is inefficient for end users to update these manually.

ewsApprentice

asked in How do I....?

Freshdesk Portal Customize of tab names

Hi, can anyone please assist with how i can change the tab labels in the client portal of Freshdesk?

Randy.LContributor

asked in Portals, Emails & Other Channels

Can someone help me change the Card Descriptions in the portal?

I Have tried to change the cards' text to say something that makes more sense. Filling up a support ticket to Fill out a support ticket. But when I change the text for one, it changes the text for all the cards.This is on FreshDesk Pro <section class="container-fluid px-0 mt-16"> <div class="container"> <div class="row justify-content-center"> {%for card in portal.home_cards %} {% if card.show %} <div class="col-md-6 col-xl-3 mb-8"> <a class="card fw-horizontal" href="{{card.url}}" aria-label={{card.label}}> <div class="col-3 px-0 my-auto text-center"> <div class="fw-category-icon"> {{ card.image }} </div> </div> <div class="card-body col-9"> <h2 class="mt-0 card-title fs-18 line-clamp-2">{{card.label}}</h2> <p class="line-clamp-3"&gt

DennisGlobalApprentice

asked in Freshdesk – Amsterdam User Network

Is it possible to import the Solution Articles?

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.

BobbyBMoreSkilled Expert

asked in Portal/Knowledge Base

How to setup a small ordering portal

I asked for some guidance from FreshService support but I’m not they understood what I was asking for. I want to create a small ordering portal for medical supplies within FreshService. So it would look like: Bandages How Many? Syringes How Many? etcEach item would have a check box and if they select it, it will ask how many they need. Do I add each item as a service item and then import it into something? This is where I get confused. Or can I create one service item with all items inside? Any help is appreciated.

depaolaContributor

asked in How do I....?

How to disable article voting "Did you find it helpful? Yes No"

Hi, could someone help me to disable article voting "Did you find it helpful? Yes No"I’ve tried the following instructions on our current Theme on Portal customization, but it didn’t work. We use Garden Plan.

manovadesSkilled Expert

asked in How do I....?

Automatically fill in Company from requester

Hello all, I wanted to confirm if when a requester raise a new ticket from mail/phone…. the new ticket will be created with the Company field filled in which will be inherited from the requester. In the cases when the requester exist in the system and he has a company. Thanks!

jturner5114Apprentice

asked in How do I....?

Creating Username and Password, logging on to Freshdesk

Hello Community,After my manager adds me as an agent to Freshdesk, does the system automatically send me a username and password along with a link to the Freshdesk system? Thank you

Conor.lynchContributor

asked in Automations

FreshService - Automatic routing of service requests to teams or individuals

Hi All,Apologies if this is a simple one, I’m testing out FreshService as a possible new option for our organization and we need to mirror what we can do in Jira to go forward In the example of a new user starting. I’ve created various service categories in the service catalog for employee onboarding. Those categories have different hardware, software and admin tasks setup as service items in the different categories such as as new Windows laptop, New Entra (AD) Account, New Mailbox, Building access card etc. So far so good, I thinkThe service item “Employee Onboarding” has the additional items added as mandatory and set to create child service requests. I’ve tested this and it does create the child requests automatically, all going well so far.As we are an organization with different offices and admins from different locations will need to complete the different child service requests, how can I assign different child service requests to different agents using the workflow automator?

CherylTop Contributor

asked in FreshThemes Gallery

Coding Help Needed to Display Article Category/Folders in Sidebar

My site has a side bar: Instead of displaying “related articles” which are rarely actually related, I’d like to display the Category/Folder list that the article is inside of.It’s the same view that is found on the Solutions Home page. However, if I just take the code from the Solutions Home Page and drop it into the article view, it doesn’t work. It displays nothing:<section class="sidebar content rounded-6 fc-related-articles"> <h2 class="heading">{{ category.name | h}}</h2> <div class="cs-g-c"> {% for folder in category.folders %} {% if folder.entity_collection.size > 0 %} <section class="cs-g article-list"> <div class="list-lead"> {{ folder | link_to_folder_with_count }} </div> {{ folder | sub_folder_article_list:5 }} </section> {% endif %} {% endfor %} </div></section></section>How do I get this display from the category d

amitdApprentice

asked in Ticketing & Agent Productivity

FreshDesk SSO Logout

I have implemented SSO with JWT for FreshDesk and everything works well so far. We have a custom application where users log in to. And once logged in, they can click a Help link which logs them into FreshDesk on a new tab for the same browser. Our code kicks in when the Help link is kicked and we create a JWT based on the logged in user’s information and pass it to FreshDesk. The works great, but we would also like to implement the log out functionality. Whenever a user logs out of our application, we would also like to log the user out of FreshDesk. I was trying to see if there is any API endpoint that I can access and pass the JWT token, where the FreshDesk application logs out the appropriate user. I was told that currently such API does not exist. Has anyone faced a similar situation? How did you implement this?

manovadesSkilled Expert

asked in How do I....?

Reply from email adds notes to another ticket

Hello, All,I have a strange case. A customer created a ticket from email. Then he tried to create a new ticket, and his mail has been added as a reply/note to existing one. We use placeholders which also has ticket.id in the subject. What could be the problem of this confusion?Thanks!

FoxguardApprentice

asked in How do I....?

Agent name automatically in ticket response

I know this is simply and I have edited this before so am kicking myself that I cannot find it!!Where do I change what is automatically added at the bottom of a ticket when an agent replies?Currently it just says Foxguard team, but I want it to include the agents name as well.

djb_83Skilled Expert

asked in Analytics

Collating CSAT Free Text Responses in Analytics

Am I missing any simple way to produce a report within analytics that shows where a customer has provided text feedback as part of their survey?We are using the simple built in reportQuestion 1. A scale of 0-4 satisfactionQuestion 2. Do you have any other comments?If someone enters text into Question 2, I’d like to be able to collate the feedback on a report to be reviewed (ideally with the associated ticket number, and the score they gave to Question 1 (or, the derived sentiment would also be OK).Has anyone achieved this?

JCCTop Contributor

asked in Analytics

Analytics Report

Good Morning allCan someone tell me where the option is to schedule an export of an Analytic Report to CSV or XLS please.I have created a report to show out of hours tickets. But as has been reported here in the past, If the report is larger than one page, not all tickets appear on the exported PDF.The only solution seems to be to export in a different format. I cannot see this option. Any help would be really appreciated.In 30 years, I have never worked with a ticket system that cannot give you a FULL basic ticket report on a daily basis.

WaixYourLegsApprentice

asked in Portals, Emails & Other Channels

Captcha Too Small

When submitting a ticket our Captcha section doesn’t change size. It starts off requesting a tick. If it goes to the click on the X pictures the captcha window stays the same size.Users have to scroll vertically and horizontally to view the pictures. How can I resolve this?

JulianeBSkilled Expert

asked in Contacts & Companies

How can I filter tickets using contact or company fields ?

Hi everyone, I have been using Freshdesk with my support team for a year and I still have several things I can’t do (or at least, I have not found how to do them).First and foremost is the possibility to filter tickets, contacts and companies using contact or company fields (and more precisely custom fields). For instance, par of our customers have an « autonomy » contract while the other part have more assistance with several options in their contracts.I set it up in Freshdesk with several checkboxes (one for each additional option)I would like to be able to :list all companies with such or such option filter contact in companies with such or such option filter tickets with such or such optionI can access this by exporting my data but this doesn’t really help my support team for their daily work. Another example is the company name. In the standard company name, we put a numerical ID (because most of the time, this is the name we use internally). But sometimes, we have to search for t

Louis004Apprentice

asked in Portals, Emails & Other Channels

Freshdesk help widget add custom button

I would like to add a custom button that redirects to a URL and integrate it into the help freshdesk widget. Is this possible?

FredericjvrContributor

asked in Automations

Offboarding Date = Today Check

Hello Everyone I have not tried using the Expression builder yet, but I have an urgent request from the company to build an escalation on our Offboarding tickets. I just need to do a check to see if the offboarding Date = Today and if true send an escalation email to the assigned manager and agent. I have the ISO date placeholder, but I have no idea how to build the expression. AI was not able to assist me, so I am now asking the champs lol :).

jwickerTop Contributor

asked in Portals, Emails & Other Channels

CAPTCHA Fails on Widget

We have the widget on our website with the CAPTCHA required to contact us. The CAPTCHA recently started having problems late last week and our customers were not able to contact us. We sent test emails and received the same error message.No matter what you do, you cannot get around the CAPTCHA as it always states that it fails. So I had to remove the CAPTCHA requirement for the time being. I raised a ticket regarding this matter on Wednesday but it seems that it is still being worked on. Is anyone else experiencing this issue and is a fix in progress?

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