Solved

1103 Posts

zachscottSkilled Expert

Hello community, I would normally go to the support team for this but seeing how they are a bit delayed at the moment (hoping everyone is ok), I thought I would reach out here to see if anyone has posed this question before. Does anyone happen to know how long data resides on the FS servers once something has been deleted? I know it says once we delete a ticket and remove it from trash, it is unrecoverable. However, I am curious how long it takes to actually remove it from the AWS server. Thanks in advance for any insight anyone can provide!Zach

3702

10 months ago

Patrick.CApprentice

asked in Knowledge Base

Adding category descriptions to knowledge base

Hi all,I am trying to modify our knowledge base view to show the category descriptions, but I cannot find instructions on how to include this. Is there custom code available to include the category description for each category when users are viewing all of our solution categories?

592

10 months ago

haaarshgadaCommunity Debut

asked in Automations and Workflows

Email marked in cc Undelivered.

Whatever mails I reply from freshdesk, all of the replied to cc show undelivered.This has started happening 4th Jan 2024 onwards.Refer image below: ( everything marked in cc is always undelivered, even though the email are operational. )

1161

10 months ago

RobinHenSkilled Expert

asked in Analytics

Customize/filter Dashboard tiles

Hello, I wonder if there is a way to customize a dashboard tile.The default dashboard tile showing all changes “Past Planned End Date” also includes changes scheduled in the evening.Is it possible to display the changes only when the end time has passed? Thanks,Robin

1684

11 months ago

manovadesSkilled Expert

asked in How do I....?

Service Items

Is there a way, I can copy Service item, and replicate it?Want to use the same template with different data, thanks :) I saw how it works, thanks anyway!

501

11 months 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!

31526

11 months ago

ivvafhuiaduidhsasApprentice

asked in Portal/Knowledge Base

how to hide a card based on the requester group the logged user belongs to.

I want to hide a card based on the requester group that a user logged in to portal. Currently I can control to show the card only when they are logged in using the code below. {{#if portal.logged_in}}<card> test </card>{{/if}} but how can I get the requester group of the logged in user?

7416

11 months ago

ZapApprentice

asked in Ticket & Workflow Management

Workflow when caller responds to closed ticket, depending on who closed it.

Hi all.I’m new to both FreshService and this community. Already tried browsing through lots of other threads and FAQ’s but can’t seem to find what I need (in a wording I understand, at least. I’m a coordinator, not a developer..) I’ve created a workflow that triggers when a caller responds to a ticket.The workflow notifies the agent and changes ticket status to “in progress”.I would like another condition added, so that the workflow does trigger when caller responds to a ticket closed by an agent (or in status pending), but not if he/she responds to a ticket and then closes it themselves.I’ve tried to work with the advanced expression builder for the conditions, based on what I found in other threads, but I don’t get the syntax so I can’t get that to work either. What I think I need is a workflow that: 1: triggers when a public note or reply is added by requestor2: checks if ticket status is closed and status is changed by requestor3: notifies agent4: If check in “step 2” is true (clo

1043

11 months ago

manovadesSkilled Expert

asked in How do I....?

Emails are not sending

We use the defaults freshervice mail server, and the mails are not sending, neither the default nor the ones from workflows. Even in the activity of a ticket I can see the mail was sent, but no received mail from the helpdesk.Any idea?Thanks

1901

11 months ago

manovadesSkilled Expert

asked in How do I....?

Approval Emaila

Hi all, I have a problem that the system does not sends emails for approvals.All the setup is as here:https://support.freshservice.com/en/support/solutions/articles/50000009017 The notifications is on, and Enable Email Approval is checked.But there are still no mails.Any idea?Thanks

12312

11 months ago

sherisegTop Contributor

asked in Employee Onboarding

Workaround for Reporting Manager Portion of the Module

Right now, the onboarding module relies on the reporting manager to make their selection from the build kits before the main ticket can even be created for the new onboard. I believe there may be two paths forwardTo find a workaround where the main ticket is created before the reporting manager is notified. To remove the reporting manager from the onboarding form portion and find a workaround to still use onboarding kits. Has anyone found a workaround for this?

1755

11 months ago

ocwalkerApprentice

asked in Apps and Marketplace Integrations

Zapier Integration missing data

I connected Freshdesk to Zapier for a trigger “new ticket”.Many of the fields returned have a value of “null”But the biggest problem, there is no data for many of the fields. It isn’t passing the name or email of the requestor. What’s wrong? Is the integration broken?Requester name, requestor email, requests first name, requestor last name, type, tags = all of those are blank - returning no data.

3825

11 months ago

fpernetApprentice

asked in How do I....?

New ticket default field values

Hi All.Under Freshdesk, when we create a new email from the web interface ...default status is closed and default priority is low.We want to modify these defaults values for “Open” and “Medium”.Is there a way to acheive that ?We already created an automation but it works only for new ticket coming from outside.Thank you very much in advance

2151

11 months ago

emilyallisonApprentice

asked in How do I....?

Update signature in autoresponder emails

How do I update the signature in the autoresponder emails that are sent when a ticket is closed?

322

11 months ago

jlandrumApprentice

asked in Ticket & Workflow Management

Trying to get part of description but getting syntax error missing )

So we have form emails that come in. Trying to get a part of the description and this was working but now all of a sudden it keeps telling me that there is a syntax error. My expression is substring( "{{ticket.description}}", indexOf("{{ticket.description}}","Start Date",0)+12, indexOf("{{ticket.description}}","Previous Dealer",0)-5). The syntax error that it gives me is Invalid Syntax - Missing ). but it does the same if you just try to get the indexOf part. My expression builder is set to string and I have tried numbers as well. Any help would be appreciated.

501

11 months ago

christian.mentorSkilled Expert

asked in Automations

Expression Builder test works, but not in production

Is anyone else experiencing this problem when building a workflow — the expression node will show during testing that a operation performed as expected, but during live ticket automations, the output is different and causes an error?Expression node test result Workflow automation execution result I’m using the following expression to delete everything in ticket description except a string nestled between two specific delimiters:regexReplace(regexReplace('{{ticket.description}}','^(.*?«)',''),'»(.*)$','')So the input would beLorem ipsum dolor sit amet «ASDFGHJKL123» some other textAnd the output would beASDFGHJKL123I’ll try to find a workaround, but it makes setting up this workflow frustrating.Any advice would be appreciated. Thank you!

1612

11 months ago

alien.overlordApprentice

asked in How do I....?

Full source URL in tickets

I see that when tickets are created from the feedback widget, they contain browser version, OS version and URL. However, all URLs are just top-level domains (https://example.com) and not full URLs from which the tickets are submitted (for example, https://example.com/from/this/page.html?a=123). Is there a way to see the exact URL from which a ticket was submitted? Thanks.

1044

11 months ago

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Adding Text on Ticket Page in Portal

I want to be able to add custom text under the “Report an issue” on the ticket form on the portal. It is all HTML though it seems. Any easy way to do this?

1474

11 months ago

michaelmartelSkilled Expert

asked in Getting Started

Security Logs

Are logs available for agent permission changes? I found the logs for requestor updates but can’t find logs for changes to agents’ permissions.

1104

11 months ago

hl_wangApprentice

asked in How do I....?

Requested a demo 2 weeks ago and no one from Freshworks has replied.

Hi,I used the demos button about 2 weeks ago and no one has reached out to me.I also created a support ticket which has gone unanswered as well Has anyone else experienced this as well?Please can someone from Freshdesk contact me? Cheers,Michael

102

11 months ago

er.sharadApprentice

asked in Getting Started

Call Recording in PhoneCall logging

Hi dev community, i have been looking for a elegant solution to store call recording along with phone call logging. but according to the documentation i have not found much field to store recording or any hyperlink address to place voice_audio_link. Is there anyone who have done this before or implemented this.

422

11 months ago

Justin_MContributor

asked in API and Webhooks

"this field cannot be empty" error message when attempting to create a solution article via API

When I attempt to create a solution article from URL using the Article creation API, I get the following errors: "description": "Validation failed", "errors": [ { "field": "title", "message": "This field cannot be empty", "code": "missing_field" }, { "field": "description", "message": "This field cannot be empty", "code": "missing_field" }, { "field": "folder_id", "message": "This field cannot be empty", "code": "missing_field" }, { "field": "status", "message": "This field cannot be empty", "code": "missing_field" } ]I have all of these values set in the API call. I have tried all sorts of formatting to make sure that the values are the correct type as well. I am using postman currently, but I have also tried just running this in powershell with the same result. I am sure that there is some

4456

11 months ago

jmoarApprentice

asked in Analytics, Reports & Dashboards

Reporting on a custom Customer Field

We have added a custom field for Contacts, where we include the requester’s Department inside the company. We would like to report on this, to get an idea of which Departments are making the most requests, and what type of requests they are making.I have played around with filtering existing reports, as well as creating my own widgets, but I have not found a way to report on this custom field. In fact, the options for reporting on customer data are quite limited in general.Has anyone had any success with reporting on customer data, specifically on custom fields for contacts?

5602

11 months ago

McGriffContributor

asked in Portal/Knowledge Base

How Do I Create A Stylesheet For My Knowledge Base?

I am not finding a way to create a CSS for my Knowledge Base. I would like to set my fonts and other settings globally. Even if I try to style within an article my code is stripped away.How do I create a well styled Knowledge Base? Any assistance would be much appreciated!

4484

11 months ago

jc1630Apprentice

asked in How do I....?

Is website tracking possible with Fresh?

We have used activecampaign in the past and were able to track all website activity. We have installed web tracking code and use webforms but we dont see any website activity being tracked. i contacted their support and was told that I would need to create a hidden field in the form to track . I found that strange.Is web tracking not possible with Fresh?

672

11 months ago

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