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Hi peers. I’ve been extensively trialing the only product I found to be suitable for our tiny 2 admin service company - TRENGO and have been impressed. Just before buying what will be for us the biggest investment of this kind I did another search and found FRESH. I can’t spare anbother 2 weeks of my time trialing this as the trengo trial has already disrupted us in a bad way. From what I can see straight away is trengo is double the price however they are on hand on whatsapp to answer anything which is a big thing for a novice user. This support does not seem to exist here - I called UK support and did not go through. Help articles take longer to explore and often the key pieces are much quicker to get to just asking someone who knows.We can get over this obstacle and learn ofcourse but here comes the second issue: Fresh offering at glance is convoluted, I basically want an omnichat but here I am being thrown about 12 different products at me all with similar name.  TLDR:I am reaching

Hi, I am currently re-designing our requester portal and I’m trying to find a way to pull the Announcements feature through to the front page (the same way it presents in the the default portal). At the moment it’s only visible under the user icon (see attached screenshots), is there a way to achieve this using code? Or will it pull through once the portal has been re-published? TIA! 

Hi there! I am looking for a way to capture user input into Google Sheets in a WhatsApp bot or a similar integration with Excel sheets.

I want to see the CC button on the submit a ticket page when I select "Can CC Only company contacts" from the ticket fields.  I checked the Display CC Field check box from Ticket Fields. I can not see the Add CC button when I check my ticket form. Note: If I select the “Can CC any email address” I can able to see the Add CC button in ticket form.When click the “Can CC any email address” But I want to see the Add CC button when I select “Can CC only company contacts”.When click the “Can CC only company contacts”Note 2; I have contacts assign to a Company. 

Hello Everyone, I hope you are doing fantastic. I am seeking help from you guys in performing one of the automation processes. I am trying to automate the email notification to one of the shared accounts within the organization for a particular service item requested in the ticket. It will be a great help if anyone can let me know the process. I have been trying with the automated workflow option but couldn’t find success. 

I want to test some API scripts to manipulate our asset list but I would like to do it in a sandbox first to test. Can I API connect to a FS sandbox or do I have to do it in production?

Hello folks! I am brand new to Freshworks environment and have 7 years of Salesforce experience.Today I started my 14 days trial and must get a Freshdesk POC ready for a prospect by Sept 27th.Can anybody offer some advice?I am on the EST time and available in any timezone if someone can help. Looking forward to learn from the community. 🤞

I accidently reset the portal I re-designed, is there a way to get it back? This is in FS production (requester portal). 

I haven’t logged into my account in a while and when I did so today, I had lost all access to the settings of my chat widget.I’m on the free plan and the only setting available to me is billing.I’ve no idea where all the other settings have gone. Has anyone encountered this before and know how to rectify it? Thanks  

Hello,It is possible to change this default approval description? 

Hello the community,I have a little question, when we creat a custom view on the task module, we can’t find it on the dashboard part (we only got the “My Task” on the list).I hope someone can help us !Have a nice day,

Can somebody help me setup the email forwarding feature?I have tried for the last 24 hours without success.I can do a Google Meeting anytime if you are available.Thanks!

Someone know’s how the “if” clause works with the mailbot?…Im trying to display different kind of footer depending on the request mail, i couldn’t fin any forum or related docs about it, can someone tell me how to beat it?…ex:{% if ticket.portal_url == "hi@example.com"% } show footer A{% end if % }Thanks in advance

Hey all,Something that is really puzzling me at the minute is, if there’s an ability to sign off agents in FreshCaller at the end of the day if they’ve left themselves logged in?For reference we track agent signed on time and which codes they use as a way to forecast and ensure we are resourced enough so it’s important we log the correct hours so when someone leaves their selves in a particular status overnight it affects our reporting.It seems like you’re able to if they still have an active tab but if they’ve made a dash for it which let’s face it most agents do when they’ve finished their shift and haven’t switched to offline it doesn’t seem possible in any way to sign them off from FreshCaller.Any help with this would be really gratefully received.Thanks! 

Hi, I need the name or email address of the “responder” (assignee) for each ticket returned by /api/v2/tickets. Thank you   

Are there any events in workflow automator that can detect when a note/conversation are added to ticket? It seems like new notes/replies added to a ticket do not fire off the Ticket is Updated event in my workflow automator. 

I am trying to get the umber from the string but getting the “Invalid Syntax - One of its operands is invalid.” error, will someone help me with this.substring('Your request to Terminate for Test User ID number 12345',indexOf(length(replace('Your request to Terminate for Test User ID number 12345 has been approved and has completed','has been approved and has completed','')),'number',0)) 

We are seeing problems with the Azure DevOps - Orch - add Attachment within a freshservice Automator flow.The attachment is visible in AzureDevOps but it changes the name of the Attachment in to number letter code for example:aaa11a11-11a1-a111111a1aaa (letters and numbers are fictional)In this way the delivered attachment can't be opened after downloadWhen you change the name of this attachment to the original name with extension added after downloading the attachment you can open it.Does anyone know how to resolve this? It started on the 10th of August 2023Thanks in AdvanceWith regardsHelga 

Is there a way to turn off the SLA time within the Android FreshDesk app? I have it turned off when I go to the admin - workflows - ticket fields - status settings, but when I open the app on my phone, I still see the alerts “OVERDUE” and “RESPONSE DUE”. I would like to have those turned off, so any help would be greatly appreciated.

We have a SQL database maintained by IT that includes all users (and associated data) we would want to sync into FreshService? There are options to sync AD, Azure, etc., but is it possible to sync our users/requesters with our SQL database?

Hi. I am currently customising our business requester / front end portal in Freshservice and I’m trying to work out how I can hide OR remove the bottom section (as shown in the attached image). Does anyone know if this can be done? TIA. :)

Hi there. I am currently re-branding our requester portal in FreshService and I noticed that the formatting of the banner changes on different screens. Is there a way to keep the positioning/scale the same across different devices / screens? TIA!

When I open In personal Freshdesk Canned Responses its empty. But when I manage tickets and insert there canned responses they are in place.Also I can’t share  New Canned Responses. 

Hi Everyone,We have a very basic requirement to create a dropdown field on ticket form which only displays the values not used in any other tickets in Freshservice. There is no option to create a backend reference field and read the values based on say a flag.Has anyone come across such a scenario and have some solution on how to achieve this.Any pointers will be much appreciated.Thank you,Ankesh

We use Fresh Service in MSP mode and we have a customer who is interested in connecting their RMM (Remote Monitoring & Management) tool to Fresh Service in order to see the tickets in their own RMM tool portal rather than visiting FS.My questions(a) can the FS API be restricted to just share the tickets of a single company (aka department)?(b) can a customer of ours use that API or is it just for us as paying customer of FW?  (c) could this be achieved in a custom app?Thanks!