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jafozzieTop Contributor

asked in Ticket & Workflow Management

and/or options for automator

I am trying to figure out how to do an and/or statement for workflow Automator in order to consolidate about 60 workflows. I have only been working with Freshservice for about 3/4 months and have little to no experience in writing expressions.Has anyone done this and how did you do it?Apologies if I posted this in the wrong sub forum.

michaelmartelSkilled Expert

asked in Assets

Import Purchase Orders

We would like to import Purchase Orders from our old system. Is this possible?

LudwigApprentice

asked in Portals, Emails & Other Channels

Issues with mail reception

Hello to the community, Our company have concerns that seems to be occuring in multiple account. After a look to the support, I was not able to find a precise answer to this problem. By advance, thank you for the help you could provide. First problem :Sometimes, when our customers respond to a mail sent from one of our freshdesk mailbox (contact@ or order@ for instance), using the “forwarding” or “answering” option, some of them never reach freshdesk. It means that we have an initial ticket with the original mail but nothing more (no new ticket or new message on the original ticket ID). It does not seem to follow any pattern, because we still receive some response. Is it possibly associated to the Gmail account parameters that prevent some to land in freshdesk feed in some cases ? That is a bit frustrating to answer to upset clients without being able to catch their answer in a first place. Second problem : Also, we have another concern where forwarded email do not make it either (exam

estanleyApprentice

asked in Portal/Knowledge Base

Greetings,When trying to access one or our 9 portals we get this error message.“Access DeniedYou are not authorized to access this account.Contact your Freshservice administrator.”Talking to support, this is default behavior.I’d like to allow for multiple portal access while on the same browser window using the same agent login information.Support asked me to post this as a feature request.

maghedSkilled Expert

asked in Portal/Knowledge Base

Hiding the name of the assigned Agent for Requester?

Hi,Has anyone managed to hide the name of the assigned agents for the requester in the portal and ticket views? We would like to avoid that the Requester take direct contact with the assigned Agent as that disturbs operations. Possible by a setting or by configuring the portal html and css?

MichaelS24Skilled Expert

asked in Portal/Knowledge Base

Service Portal Bundle Item

Hi FreshService community,Just wondering if anyone has come up with ways to ensure that a bundle item is selected when information in the fields are entered?Too many times now we have requests come through from users who enter in the fields and submit the request without checking the box. It stands to reason that selecting the item and completing the form means the user is requesting that item.Any help will be appreciated. Cheers!

Al DownieApprentice

asked in Portals, Emails & Other Channels

Struggling with DKIM configuration

My parent organisation’s IT team has updated its CNAME records as instructed, but my DKIM settings still cannot be verified. The email address we’d like to use is a subdomain of the parent organisation, for example:organisation = org.ac.ukdepartment = dept.org.ac.ukIf that’s the cause of the problem, could you please suggest a workaround or alternative advice?Thanks a lot, Alastair

SunnyStPeteApprentice

asked in Analytics, Reports & Dashboards

List of reopened tickets?

How can I generate a report of the ticket numbers that are counted in the Curated Group Performance for the last 29 days report? We see that one group has a much higher frequency of reopened tickets, so I’d like to know which ones were counted to do some investigation into it. Ideally I’d like to run reports such as that with the ability to filter by different groups and time frames.

bhotaSkilled Expert

asked in Ticket & Workflow Management

How to set due date for Problems in Freshservice

How is the due date for problems set? I could not find out any configuration for it. Is due date in case of problems for resolution or closure? If I want to set the due date for the problem as creation date + 10 considering business hours, how can I do it?My requirement is that I have to enforce SLA for problem ticket so that the RCA is done within 10 business days.

asked in Portals, Emails & Other Channels

How can I put a background image to the search bar's rectangle area?

Hello, I am James from Chicago. I'd want to change the default Freshdesk theme and add a background image to the search bar.How am I going to do that?

bhotaSkilled Expert

asked in Portal/Knowledge Base

How to add Offboarding button in Freshservice Customer Portal

I have to add a Offboarding button next to the Onboarding button in the Freshservice customer portal. Is it possible and if so how? Please refer the screenshot to know how it should look like.

StephMaoApprentice

asked in Getting Started

Log in to Freshworks Community and Freshdesk Support

Hello, is the login credentials different for Freshworks Community and Freshdesk Support? When I’m logged into Freshdesk Support I’m not automatically logged into Freshworks Community, is that expected?

maxlehot1234Skilled Expert

asked in Assets

Search a specific software

Hi,Is it possible to search per software?If for example I want to search BlueBeam software and list all computers having this software, I need to choose one computer that having it, click on this software and than get a list.Why I am not able to search a specific software from the software inventory page?Just curious. Maybe I am wrong or forgot something.Thank you so much

PaulaTop Contributor

asked in Ticketing & Agent Productivity

Do you have any reports you can generate to track these Arcade points and badges?How do I see who has won each month or how many points are missing for certain missions?why not also consider Freshchat?

GOODYTop Contributor

asked in Apps and Marketplace Integrations

Using Team Huddle

I have been reading about Using Team Huddle. However even though I have the correct subscription I can not see the Conversation link in a ticket. Do I have to enable something in the admin?

khaled89Apprentice

asked in How do I....?

How to change the conversation first chat message ?

We integrated fresh desk into our iOS app, when the conversations screen opens, this question appears at the beginning from the agent: Hello there! Need help? Reach out to us right here, and we’ll get back to you as soon as we can! How can I change this message ? is it from the SDK or from the admin panel ?

Adam ZApprentice

asked in Portals, Emails & Other Channels

Is there a way to create a dependent ticket field which shows a text input field if only a specific option is selected?

Hi All,I’m fairly new to Freshdesk but have been building a instance for my current company. As part of my Help Portal, I’m attempting to build an all-encompassing form that has some field multi-selects with inputs. I’ve read several Freshdesk help articles and tested quite a bit however I’m not find a definitely answer to if the following is possible:I want to create a drop down field where if a customer selects Company A → They can input their specific domain (text input) versus if they select Company B→ No text input field shows. Is this possible with Ticket Fields? If so does anyone have relative documentation/instructions on how to achieve this?Thanks in advance,~Adam

Crocus_BenfordTop Contributor

asked in Ticketing & Agent Productivity

what is the Omniroute refresh rate?

Hi, We use Omniroute for ticket assignment, we have set a maximum ticket limit to 15, however, Agents can sit with less than this number for a short while. How long does it take to refresh / update so that when the Agent is below the maximum it will assign new tickets? Thanks

Paul FlurryApprentice

asked in Analytics, Reports & Dashboards

Weekly report with no updates

I have a weekly report about sales tickets are week-in week-out there are not always changes but I still need to send the report. The problem is nothing has changed the email generated from freshdesk says ‘It’s been a little quiet here! You have no tickets created or updated’ Is there a way to still have this report produced and sent out even if nothing changes?

aread007Skilled Expert

asked in Apps and Marketplace Integrations

Freshservice (Internal) to Freshservice (Partner) Integration

The company I work for uses Freshservice, one of our service providers has also recently moved to Freshservice. Are there integrations of recommended approaches to integrating the two instances?We want to be able to transfer (some) tickets from our platform to the providers. If transfers are not possible, any recommend approaches in Sync’ing tickets between the two platforms?

PGauravTop Contributor

asked in Ticket & Workflow Management

No dropdown options in expected output

Hi team,In the workflow Automator, there are no other options visible (unable to select) in ‘Expected Output’ of condition tab.It only shows Boolean as option. See below screenshot.Why other options are not visible like Datetime. Thanks!

jinkzm786Apprentice

asked in Portals, Emails & Other Channels

How to add background Image on rectangle area of search bar?

Hello, I would like to edit the default theme of Freshdesk and want to add a background image on the search bar? How can I do that?

rc-donalhuntApprentice

asked in Ticket & Workflow Management

Retrieving approval status via FreshService v2 api?

As part of some automation we are intending to implement for account provisioning, I would like to be able to see the approvals that have been requested and granted? In the UI I can see the requests being sent to approvers but I don’t see a way to retrieve the approvals via the API. I believe the approvals are being gathered through the use of Workflow Automator. Am I missing something? Is it possible to retrieve these approvals and their status?If not, any suggestions on the best way to track approvals so we can pull them programmatically? Our intent is to follow the “trust but verify” philosophy. It helps with auditing in the sense we can capture a list of requests and who provided approvals. Thanks!

reymonContributor

asked in Automations and Workflows

Forward last public comment from child to parent ticket with "real" attachments

Hello @all,i would need some help with an automation rule that forwards the last public comment (or reply) with real attachments, if any, from a child ticket to a parent ticket.I got it to work but what i have problems with are the attachments. If i use {{ticket.last_public_comment}} as a placeholder i get the last comment and links to the attachments if there were any. If i add {{ticket.attachments}} nothing changes. This placeholder seems to do nothing.Isn´t there a way that i get real attachments forwarded? Is there another placeholder that i don´t know of? This is what i have so far: Thanks for your help!

NezekiSkilled Expert

asked in Assets

Asset Tags/ Unique identifier for assets / Onboarding to Freshservice asset management

Hey all, My organisation is currently implementing Freshservice and are trying to import our assets. We’re in a bit of a bind at the moment because we want to use the Freshservice Agent (works great!), but we also need to import some asset data before we can add the agent to those computers. As it is now, it seems like the Asset Tag is the unique identifier for all assets - is this possible to change to serial number instead? I can’t find a setting anywhere that concerns this, and the last thing I want is doubles of all our assets (already happened once and it was a manual nightmare to remove 100+ assets).Thanks! Kind regards,Sarah

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