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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

ChrisWaltonApprentice

asked in Analytics

New User trying to understand the limitations of Freshservice Analytics

Hi, i am a new user to Freshservices Analytics, but not new to data analysis. i am struggling though to understand how i can run a report to show open/closed tickets per month but showing cumulative values rather than specific to the ones opened in that month. Also, i am not sure if it our personal configuration, but i am struggling to report on Service Requests and Service Changes within the same widget. Can anyone help please :)

badettecruiseApprentice

asked in Assets

Service Items Fields

HI Everyone!We require the following fields on almost every service item:Employee ID Location DepartmentIs there a way to like make them “default” fields so that their placeholder ID will be shared among all the service items?

Brendan_HelixApprentice

asked in Analytics, Reports & Dashboards

Sort Tickets by Time Logged?

I would like to be able to keep track of unresolved tickets that have a lot of time spent, is there a way to sort unresolved tickets by most time logged? Thanks in advance!

scubaroApprentice

asked in Getting Started

multiple agents with same email address

Hi, I have a setup where multiple agents are all using the same project email address. Still, we do want to make a distinction between the agents and assign tickets to specific agents. However, it seems that every agent needs to have a separate email address inside Freshdesk. Is there a way to solve this and use the same email address for multiple agents?thank you,Roger Leenders

kfichtnerApprentice

asked in Automations

FreshService and PowerAutomate with Okta Auth

I would like to connect freshservice to power automate. I have been told by both Microsoft and Freshservice this cannot be done due to using Okta. I am trying to use the power automate custom connector but I just don’t know how to fill it out properly. Here is the Auto task I want to make:https://powerautomate.microsoft.com/en-us/templates/details/185f8ad3feed4ba19b6bdfae021eca28/create-a-freshservice-ticket-when-a-form-is-submitted-with-microsoft-forms/ I have been trying to use https://api.freshservice.com/v2/ and I was able to fill out the curl request, but I am not sure how to get that translated over to Power Automate. I also thought about using the OAuth 2.0 but Okta uses SAML2.0. I have also tried the information from: but it uses basic auth and not much help on the custom connector.

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