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1088 Topics
C
Apprentice
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 :)

1804
C
Apprentice
2 years ago
badettecruise
Apprentice
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?

3544
Daniel Söderlund
Skilled Expert
2 years ago
B
Apprentice
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!

401
Crocus_Benford
Top Contributor
2 years ago
S
Apprentice
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

3021
Aishvarya
Community Debut
2 years ago
K
Apprentice
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.

5406
zachary.king
Skilled Expert
2 years ago
JulianeB
Skilled Expert
JulianeBSkilled Expert
asked in Automations and Workflows
Duplicate tickets when the customer use both addresses

Hello to all, In our company, we have several teams who can answer customer issues. Today, only my team uses Freshdesk but we want to have 2 other teams to come too.For this I added the two other email addresses in Freshdesk to start getting ready, so that I have :support@our_mail conseil@our_mail coprolib@our_mail My issue is that when a customer send an email to several of these addresses, it creates 2 tickets instead of one even if one was the direct recipient and the other only a CC. Is there a way to avoir creating two tickets ? Or to merge them ? As a bonus, we sometimes get messages from customers not directly addressed to us but as CC. I would still want to get them but, as we are not directly involved, I would like to be able to tag them (either with a tag, or a spectial status). Can I detect this in the automation ?

6453
Juliana Rozario
Community Debut
2 years ago
Lex.Conex
Apprentice
Lex.ConexApprentice
asked in Automations and Workflows
Freshdesk - Ticket workflow automation (ticket number in subject or body of new incoming message)

In big need of help with an idea on how to add, as a note, a new ticket, if that thicket has an existing one’s number in it’s subject, or body.Ex: I have an ongoing issue, in discussion with a customer and his ticket number is 12345. He sends a new message in which he mentions “ticket 12345” in the subject or body of the message, but that only creates a new ticket which i need to merge with the old one… It’s tiresome and wastes a lot of time...Can this new message be added as a note to my existing ticket?Could these notes be made out to different agents? Maybe set some automation rules?I can’t find anything on this subject, so I’m really looking forward to some help on this issue.Thank you!

12345
Juliana Rozario
Community Debut
2 years ago
MikeStadlman
Apprentice
MikeStadlmanApprentice
asked in Analytics, Reports & Dashboards
Freshdesk Reporting

Hello! So we are getting pretty hounded on reporting and I just had a question for this situation.I was wondering does reporting for First response time start when assigned to any group or agent? Or, does the timer start for each specific agent or group assigned? i.e.Ticket comes in after business hours so it goes to an After hours group → at 8 am the service desk team grabs the ticket and responds immediately → If the first response technically did not come until 6-7 hours after ticket creation, but did come immediately after assigning to a new group. Does the service desk group get hurt with a 6-7 hour first response time? Or is it a fresh timer when assigned to a new group? Any and all answers are appreciated :)

611
Juliana Rozario
Community Debut
2 years ago
K
Top Contributor
kenrisdonTop Contributor
asked in Automations
Workflow automation with condition "loop"

Hi, I’m trying to create a workflow automation that reads from a custom field drop down that will create tasks based on all of the items selected from the drop down.  In the example below, if Office 365 account is selected from the forms drop down a task will be added to the ticket to create the account.  I then want to be able to check if other options were selected from the forms drop down.  Which will then create separate tasks to create specific accounts.  Is there a way to “loop” down to the next Condition after the first Condition has a positive result?  Is there another/better way to do this?  Thanks.

13627
Daniel Söderlund
Skilled Expert
2 years ago
Blair
Skilled Expert
BlairSkilled Expert
asked in Analytics, Reports & Dashboards
Reporting on resolved ticket by time band

Is there a way to get analytics to show time bands of when tickets are resolved?  On the other ticketing software there were default reports that showed closed time in certain periods, like # closed 0-5 hours, 5-24 hours, 1day - 7 days, 7days - 30 days, >30 days

391
Blair
Skilled Expert
2 years ago
K
Apprentice
KrimirauschSupportApprentice
asked in Knowledge Base
Articles directly under Category (without Folders)

Hey guys, Can I create articles directly under Categories, so the user won’t be able to click the Folder? In our case this would be an unnecessary step to get to the article directly. Can I either: Make the Folder not clickable Place Articles directly into the Category (without creating a folder)Thanks in advance!

2342
jansdesign
Community Debut
2 years ago
C
Apprentice
Cristina RoldanApprentice
asked in Analytics, Reports & Dashboards
List of functionalities and restrictions for Analytics

Hello everyone I would like to know how to obtain a list of functionalities and restrictions for Analytics (for example: text fields, contact fields, etc cannot be obtained for Analytics). Thanks and kind regards

281
hemanth.ramya
Community Manager
2 years ago
imarssal
Apprentice
imarssalApprentice
asked in Portals, Emails & Other Channels
CRM v2011 platform is not opening browsers other than IE

When we’re trying to open CRM portal v2011 with chrome or edge but aren’t seeing anything, we are seeing just an empty page. But we try to open with IE, portal is working, main page is opening.Also an extra information we installed update roll 6 last.What can we do for open to browser other than IE?

482
imarssal
Apprentice
2 years ago
K
Apprentice
KaterinaApprentice
asked in Portals, Emails & Other Channels
Translation of Status default list

Hello, We, as many of you, are using a multilingual support portal. Our clients can submit their tickets on the support portal and we have been able to translate most of the content of how we wish to display the ticket fields to the clients in their own language. However regarding the field Status, which is a default field, we can translate the label Status, but the default list values “open, pending, resolved and cancelled” are not possible to translate. We have added our own custom values to the list, and for these we can translate. Below is what our language file looks like - as you see label and customer label (ie what is displayed to the customer) we can translate as well as choices 6 and 7, which are our own added values to the list. But the default “open, pending, resolved, closed” are not available for translation in the language file. status:        label: Status        customer_label: Status        choices:          choice_6: Waiting on Customer          choice_7: Waiting on

861
Keer
Community Debut
2 years ago
H
Apprentice
HoldenApprentice
asked in Portal/Knowledge Base
Custom Support Portal- Search Bar Background

Hello,I have seen many themes where people ether have a solid color background or an image background, with the search bar overlaid over it. I attempted to change the background myself but it changed it for everything but the searchbar, Where exactly do I need to change it so that it only affects the search bar. Thank you.

2051
zachary.king
Skilled Expert
2 years ago
E
Skilled Expert
edward.kimSkilled Expert
asked in Portal/Knowledge Base
How do you go about customizing portal? Do you usually create your own custom class for each components?

Hello,  I’ve been looking into manage portal customization and wanted to ask few questions to get some better understanding prior to start implementing any codes.  For customizing pages, do you usually write your own custom class or start from scratch?  Is there a documentation where I can look up about default classes (ex: quick-link, quick-link-widgets’ that are used?  I am unable to change font size and color for h3 and h5 tag that’s in the below code. I tried both creating a class and injecting style/css directly into the tag (ie. h5). This was odd because I was able to change background color but not the two. Could someone please provide me an insight on this issue?  <div class="quick-link"> <div class="quick-link-wrapper"> <ul class="quick-link-lister"> <li id="support_solutions" class="test1"> <a href={{portal.support_solutions_url}} class="quick-link-widgets"> <span class="circle"> <span class="i

2471
Jayesh urath
Contributor
2 years ago
david.petrovic
Apprentice
david.petrovicApprentice
asked in FreshThemes Gallery
Is there any Theme for Customer Portal or any way to change the translations of the customer portal in 2022?

Hello, we are workin on our customer portal but the translations in german are horrible. Is there any way how i can customize it by myself?   And the other question:  I find some lists of free Themes here but when i click them i get redirectet to the root directory of you support site. Are there any free themes in 2022 which i can download?  greetings David

6633
jameslee
Community Debut
2 years ago
jon.mou
Top Contributor
jon.mouTop Contributor
asked in Automations
Creating Tasks within Workflows

Hello! Is there a way to create a task in a ticket workflow and have that task then trigger a task workflow? We have a workflow that creates several tasks and then a task workflow that goes through and performs some automations on those tasks. It seems like creating the task through the workflow doesn’t allow it be triggerable in another workflow.

1383
zachary.king
Skilled Expert
2 years ago
JulianeB
Skilled Expert
JulianeBSkilled Expert
asked in Automations and Workflows
How to forward a ticket to an external mail with scenarios

Hi, This is what I am trying to do. Sometimes, some tickets we receive are for another service who doesn’t need to use Freshdesk. I would like to be able to :close the tickets (actually, use a « forwarded » status I created) change the group (so that the other service can have a notification in their Slack canal) forward the ticket to their generic mail addressWith the scenario feature, I was able to change the status and the group but I don’t find how I can transfer the email automatically. Is this possible ? Should I use another functionnality ?

11305
Pooja Bernice
Community Debut
2 years ago
Oscar Hue
Apprentice
Oscar HueApprentice
asked in API and Webhooks
How API key in Freshdesk domain name work?

I have an domain eg: example.freshdesk.com, we have 10 agents now, each agents have different API key, can we just pick one of the agent API key for doing integration in our backend like calling create ticket API, does this work for just pick one of the agent API key for the entire domain in Freshdesk, instead of we need to capture all the agent API key one by one for this entire domain.

4543
zachary.king
Skilled Expert
2 years ago
T
Apprentice
tlentineApprentice
asked in Ticketing & Agent Productivity
Placeholder for Contact Name

We often deal with tickets where multiple contacts from the organization are included on the original email / ticket. During correspondence, it is not unusual for some of those who were originally cc’d on the ticket to respond to the thread.We use the “Agent Reply Template” to automatically fill in the {{ticket.requester.firstname}} which doesn’t always correspond to the person that we are replying to. The default “To” email remains locked to the original sender’s email address as well.Is there a way to use a placeholder for the contact / sender’s name instead of the requester name?For example, if john@customer.com emails a question and copies susan@customer.com. When an agent responds, the {{ticket.requester.firstname}} would correspond to John. Later, if Susan replies to the thread, and an agent responds to her latest email, {{ticket.requester.firstname}} would again correspond to John, not Susan. This added “friction” means either the response from the agent is oddly addressed or re

9273
MobilityRoute
Community Debut
2 years ago
M
Skilled Expert
MichaelS24Skilled Expert
asked in Portal/Knowledge Base
Setting default view for Service Request in Portal

Hello Fresh Community,We are new to Fresh Service and hoping to create a default view for our end users in the Service Catalogue view in the Support Portal. It currently defaults to “All Items”.We would like to curate a specific sub-section of items in the homepage instead. Is this functionality possible?Thank you,Michael. 

4231
zachary.king
Skilled Expert
2 years ago
joellanz
Apprentice
joellanzApprentice
asked in Ticket & Workflow Management
Onboarding Workflow

I use the requester e-mail as a variable in a workflow automator app. However, the specific workflow does not work in the onboarding process because the requester is stored there in an onboarding field (custom field: e-mail). Is there a way to use the onboarding field (custom field: e-mail) in the workflow if it is being processed as part of an onboarding process and otherwise the requester (e-mail) field?  

5763
zachary.king
Skilled Expert
2 years ago
N
Apprentice
Nirupama KamathApprentice
asked in Ticketing & Agent Productivity
Search Tickets based on Closed date

My specific need is to search for all the tickets that were closed on say, 1st June. - It would be really helpful to have this filter. Thank you.

2603
oxleymatt
Community Debut
2 years ago
J
Apprentice
JonPApprentice
asked in Portal/Knowledge Base
Freshservice end-user portal - Send ticket to group

Hello all,I’m sure this has been asked a million times, but I don't see anything when searching.We have users who use the portal, however we want to be able to route those resulting tickets to a particular group, based on a custom field within the new ticket form. Is this possible with customisation and workflow Automator? If so where would I even start with that?

2287
B
Skilled Expert
2 years ago

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