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1103 Posts

How can I hide fcWidget by default and display it later?

Hi everyone: Good to be here, as the title, I try not to display widget after initializing with the following setting:window.fcWidgetMessengerConfig = { config: { headerProperty: { hideChatButton: true, }, }, }; It works fine, but later when I try to show the widget with ‘window.fcWidget.show()’, nothing happens,Is it possible to achieve this behavior?Thanks in advance.

4572

2 years ago

cburke_pcsiApprentice

asked in Portal/Knowledge Base

Remove "Request for" within Service Requests

I’d like to remove the “Request for” field within service request items in our service catalog, but haven’t been able to find anything that speaks to doing this. Within a service request item, when I now select the field, I get this pop-up. I would love to uncheck the ‘Visibility in portal’ which I think would achieve my end goal. However I’m unable to uncheck that box. Has anybody been able to do this?

19446

2 years ago

TlekApprentice

asked in Automations

Url in the description field is always truncated when creating a ticket via api.

Could you please clarify why the url string is being cut off in the description field? Is it possible to pass the entire URL to the description field without truncating? create ticket api: Service Desk API for Developers | Freshservice

1056

2 years ago

MWSApprentice

asked in Apps and Marketplace Integrations

Dropdown Type adjusted to Roles/Groups

Hey everybodyI was googling and searching for this for a while now, and I have not found any solution as of now. I have several teams working with Freshdesk, and we decided that they can have a dropdown for a certain type, so we are able to analyse what kind of requests are coming in. All three teams have different cases and now everybody has a huge dropdown list with different choices. I would love to set up a dropdown for a certain group/role. So that Role/Group A only sees the dropdown for Group A and Role/Group B can only see the dropdown for B. Is that in any way possible? Kind regardsMike

511

2 years ago

mannsFeatured Influencer

asked in Getting Started

Freshdesk versus Salesforce?

Hi all, this isn’t an opportunity to pan Salesforce but rather that I’ve a customer who uses Salesforce and is looking for alternatives.What can you, as a customer that has moved from Salesforce to Freshdesk (or considered both and chose Freshdesk), tell me about the differences?Thanks for your help.

832

2 years ago

PatrickMurphySkilled Expert

asked in Ticket & Workflow Management

Service Item Checkbox

Does anyone have an example of using a checkbox on a Service Item and evaluating if it is selected?I’m trying to figure out how to evaluate in a condition on the workflow if the checkbox is selected or not.After searching for over an hour through expression builder information I can’t find any examples of testing if a checkbox is selected and then taking some action based on that.

4571

2 years ago

pedrolunardiSkilled Expert

asked in Automations and Workflows

Update automations

Hello guys. How are you?Currently, when we put a condition that considers the description text, Fresh understands that it's just the FIRST message sent via description, correct?Has anyone ever needed to do an automation that looked at any message sent, regardless if it's the first one or not? Any palliative measures for these cases?I think of this for subject and keyword mapping automations. It would be nice!

613

2 years ago

masterchrisApprentice

asked in How do I....?

Dropdown Items Migration

Mabuhay!Is there any chance we can migrate or import dropdown list?Thank you

603

2 years ago

cameradoContributor

asked in Contacts & Companies

Trying to import csv from another CRM - Freshworks tells me to input mandatory fields: Emails, External ID - WHERE?

Hi - Trying to import csv from another CRM (contacts), Freshworks advises me "to make sure every record is imported, check if your file has data in these mandatory fields" A popup then says : Fill any one unique fieldEmailsExternal ID … WHERE are those fields supposed to be? I cant see them on the mapping or original csv I'm importing. Do I add them? Kindly clarify, confusedly, Jason

641

2 years ago

Mikal11Apprentice

asked in Managing IVRs and Call Flows

Incoming Calls - Customer Feedback

Hello, I just new to freshworks.., I want to know about the customer feedback system like giving numbers to calling agents,. Is there any option to get feedback from customers..,RegardsMikal…,

1213

2 years ago

Jagadeesh_kanumuriApprentice

asked in Contacts & Companies

how to import my domain (Companie) mail id into freshdesk as contact

742

2 years ago

msconfig87Skilled Expert

asked in Automations

mandatory fields are also mandatory via API?

HelloWe have modified our default ticket form with some additional mandatory fields.We then have added business rules so that these fields are hidden in certain situations.This works as expected and tickets can be created without those fiels.Now when I want to create or modify a ticket via API those mandatory fields are always required! Even if they are empty in the ticket!How can I create or update a ticket without having to provide random values into those mandatory custom fields?

2582

2 years ago

raymondcanilaoSkilled Expert

asked in Analytics

Analytics - Cancelled Status for SLA %

Hello, Does anyone know how to exclude certain status in the computation of tickets within resolution SLA in analytics.Currently, i created a custom status like ‘cancelled’ - this is for all the tickets being rejected or cancelled. However, when I used the tickets within Resolution SLA metrics - it includes all open tickets + the custom status i created. To illustrate, if an agent has 10 tickets, 5-closed(4within SLA, 1resolution violated) , 3 open and 2 cancelled.SLA should be = 50% ( closed - resoultion violated / total tickets - minus cancelled)current = SLA is 40% ( closed - resolution violated / total tickets Sending the actual data for checking:current : closed - sla violated / total tickets = 92.44%should be : closed - sla violated / total tickets - minus cancelled = 98.96% Let me know your thoughts on this. Thank you!

1494

2 years ago

KrisCSkilled Expert

asked in Ticket & Workflow Management

Ticket history not showing for the "Requested For" user

Hi! So seems kind of odd that when the Requested For field is in use the ticket does not show in that users history, the ticket only shows for the original requestor. My use case for this is we have HR submit alot of tickets on behalf of employees, mostly new employees. However I need to be able to see history of these tickets on the new employees for audit purposes. The only way I have found to make this work is to change the requestor all though I need to know who submitted the ticket as well so that defeats that purpose. Any one else having this issue or know of a work around? Also, there is no way to send an email via the ticket or automator using the email for the requested for user.

663

2 years ago

Chris S.Skilled Expert

asked in Automations and Workflows

Mail externally from time triggered automator

Hello, A Customer of us has a Time Triggered Automator set up so that the assigned agent gets an email after X hours assigned.But, now is the question, can we also mail someone that is externally?I couldn't find any workable option, but maybe someone knows a good app or workaround for this?Kind Regards,Chris.

262

2 years ago

KrisCSkilled Expert

asked in Automations

Workflow automator pause when asking for approval

Hello FS fam, We have a few automations that create/update user licenses with 3rd party apps. Currently the process works with out approval. We are wanting to make the automation pause when the approval mail is sent out however the conditions to validate the approval response happen immediately. Here is a sample of this automation: SR Created > Validate Request Type, verify SR is for the app this orch is going to preform > Send approval mail > Validate approval was given > Preform orch actions Right now the workflow does not wait, we have the condition set to “When a service approval is Approved” however it will immediately go to the “No” path since the approval was not given. How can we wait for approval to continue?

1804

2 years ago

adityatawadeTop Contributor

asked in Ticket & Workflow Management

Can we developer a serverless timer clock when ticket raised ?

Hello Dev,Can we create a serverless app for freshservice, where ticket get raised. App will start a clock from start from second. (e.g. 20 Sec) Which will be stored in custom form field for ticket property. Which value can we use at workflow level to trigger some workflow after custom time when ticket is raise. Can any one help me to get developed ?Thanks

642

2 years ago

Chris S.Skilled Expert

asked in Portal/Knowledge Base

Edit text in header of Support Portal

Hello,I was wondering if it would be possible to edit the Welcome message when you log in to the support portal. At this moment it says: Hi, How can we help you? But, my "challenge” for my customer is, to get the name of the requester between ‘Hi’ and the Comma (,).So, If I login, the welcome message will say; Hi Chris, how can we help you? I hope someone knows how to do this. Thanks in advance!

92816

2 years ago

msconfig87Skilled Expert

asked in Automations

how can the service category be used in Workflow Automator?

HelloWe have now filled the Service Catalog with a lot of items from different Service Categories.Now I want to be able to assign the Service Items from different Service Categories to different Agent Groups.How can this be done? I don’t want to have an automator condition for each and every single item in the catalog.

3816

2 years ago

Jérôme de LagausieSkilled Expert

asked in Automations

How to block answers to services email

Hi Team,Some automatic services are sending alert email to my freshservice solution (sent from myalert@someservice.com to myfreshservice@mycompany.com ) .This is helpful because these alerts are incidents that must be handled.However, I would like NOT TO SEND any outgoing email to the sender (myalert@someservice.com) because it’s an actual mailbox used by someservice.com.Could you help me finding a way to do that? I tried with automator but found no action for this purpose.Thanks for your help !

1316

2 years ago

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

ticket list filters

I’m looking at the tickets list and trying to figure out how to filter it either by Subject or if it’s missing a Category. The options don’t seem to be there. I can’t sort by Subject or Category either. The goal would have been to find those tickets which are missing a category and update them, using the Subject to figure out which category is appropriate. My first response is “Seriously?” Why are there so many GUI features which are missing? Some days, working with this platform is extremely frustrating, just sayin’... I’m curious if anyone else has this challenge, and what kinds of creative workarounds they’ve come up with.

1287

2 years ago

sshrmrApprentice

asked in Portals, Emails & Other Channels

We are sorry. You have been restricted from accessing this helpdesk page.

Possibility to open a ticket seems to be restricted for some reason on https://aysa-support.freshdesk.com/Always displays a message “We are sorry. You have been restricted from accessing this helpdesk page.”help please 🙏🏻

1711

2 years ago

Paul CoyneApprentice

asked in API and Webhooks

Change Contact name on multiple tickets

I need to change the Contact on multiple tickets as all tickets are being transferred to another person at my customer.Can I do a bulk update so the Contact changes from ‘Bob’ to ‘Anne’ for all tickets?ThanksPaul

721

2 years ago

BrynCYDEFSkilled Expert

asked in Automations

Agent reply template - change sender based on Company?

I’ve created a custom sender account - let’s say: companyname@cydef.caI made a new automator workflow that checks the Requester and then sends them an email using the email address above (as opposed to our usual support@cydef.ca).Ticket is created and initial outbound email has gone using custom email address.So far so good.What I’d like to do is set the default sender to companyname@cydef.ca on the Agent Reply Template to use this new sending email account and not our primary email account. Anyone, anyone? Beuller? Bueller? lol!@rashmi.nag @manns @zachary.king Thanks to anyone with suggestions!Bryn

3174

2 years ago

jbass007Apprentice

asked in Portal/Knowledge Base

Service Desk Orginization

We use service desk for many items, staff can request access to software, IT accessories, and use it to list all items on-boarding needs for HR. But the catalog is a mess and just a collection of all items. I made new items like “IT Accessories” and linked all accessories under that item. But i cant get them to not show up on the main page and still show up under the new group. Is there a way to make each item show up in select spots? The visible group wont work as it removes the view from everything.

1125

2 years ago

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