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I’m struggling with Fresh Desk Analytics for Surveys, and I can’t work out where it’s going wrong.I have a nice simple widget that shows the survey score for the current month What I want to do now is show the history of my positive and negative scores by month.When I’m building it, I can choose the number of positive and negative surveys from ticket data, but only the number of positive surveys from the survey dataSo, i tried to build it using the ticket data, but because it’s going by ticket data, and not survey data the stats don’t match the first widget that I shared The group by on my by month widget is set to this Has anyone been able to get reliable data out of this?

When trying to create a ticket through the portal form, I am receiving the following message:'We are sorry. You have been restricted from accessing this helpdesk page’ Could someone help me solve this problem? Thanks for your time and support. André

I want to create a scenario automation for another user but I do not believe it is possible.I can create for myself, all agents or agents in group.Scenario:We have restricted access to agents creating scenario automation to senior agents as the automation can allow for anything including deleting of tickets.The problem is agents want to have some of their own automation for typical ticket updates they do.I want to create an automation for the individual but it is either for myself, All or in a group which does not work for us. It seems the only solution would be to give the user the access but then we run the risk of them creating automation we do not want them to have. Any ideas?

Is anyone else able to shed light on the non profit pricing options with Freshdesk?They have a whole web page Helpdesk Software for Non-Profit Organizations - Freshdesk | Freshworks about how they help NPO’s and offer discounts yet I get when it tells you to complete the form you end up with someone from sales calling you.Initially they seemed shocked I was even asking for discount, then came back with a fairly minimal discount for a high subscription compared to many other offerings. We want to use Freshdesk as we have some experience of it but not so sure on the non profit support?  

This doesn’t work: https://support.freshchat.com/support/solutions/articles/238297-how-do-i-hide-the-freshchat-widget-on-certain-pages-of-my-website-I get the following console error: Uncaught TypeError: Cannot read property 'init' of undefined

I’d like the community’s ideas for a challenge I’m having:I want to be able to separate tickets created by partners and customers, first and foremost for analytical purposes.They use the same portal and forms and everything, but we have partners that acts as a first line for their customers and then escalates to us when needed.I have setup companies, there are external databases to sync towards to understand which companies are a partner - but I dont know the best approach for making sure that the data of this being a partner follows the ticket - for informational purposes for the agent and for analytical purposes.If I add a custom field for instance to the Company - it doesnt seem obvious to me that this can be used for filtering in analytics or ticket view.How would you approach this?

Hi how are things?Maybe you can help me.For my small business, I want to buy the growth plan, with an agent, my question: how many parallel simultaneous sessions can that agent have? Can you have multiple simultaneous sessions on different devices?Thank you

Concerns regarding the Hep Center (knowledge base) automationDark Mode Theme: a. Does Freshdesk offer a dark mode theme option? If yes, guide on how to enable it. b. Are there any plans to introduce a dark mode theme for the platform? c. Do we need to install any version for it? Font and Spacing Customization: a. Is it possible to customize the font style and size within the support articles? If so, what customization options are available? b. Can we adjust the spacing between lines or paragraphs in the support articles? If yes, how can we make these adjustments? Related Article Suggestions: a. How does the platform determine the related article suggestions that appear at the end of each support article? b. Is it based on keywords of the primary article, tags, or other factors? Please provide details on the algorithm used to generate these suggestions. It would be great if you can help me with the link and proper navigations regarding the above concerns. Thank You

Hii can’t add meta channels. Error adding channel it sounds as revoked permissions someone of my old team did on Facebook :(could you help me?

I connected Freshdesk to Zapier for a trigger “new ticket”.Many of the fields returned have a value of “null”But the biggest problem, there is no data for many of the fields. It isn’t passing the name or email of the requestor. What’s wrong? Is the integration broken?Requester name, requestor email, requests first name, requestor last name, type, tags = all of those are blank - returning no data. 

I have BOTH apps running on my platform and I should only need one….

Hi,We have whatsapp in freshchat combined with freshdesk. All works fine.Can we install whatsapp business on mobile phone so we can use both. Offcourse the same business number.How to handle this?Any suggestion will appreciated?

So in webhook settings there’s an option to get Agent name like so {{ticket.agent.name}}.But that name only return Agent’s name that the ticket is assigned to. Is there a way to get name of who replied to the ticket? maybe like {{ticket.replier.name}} ??

How to create webhook for contact creation/update using rest apis 

Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.

HiOn my portal i have 2 different forms for my customers, creating different types of tickets. Now i would love to set up a filter for my agents to only see tickets that are created in a specific form. If you view the details of a ticket, there is the information about the os, the form,… but i cant find a way to use this as a filter. Reason i need this:I need to have asome kind of identification on my tickets that are unique based on what kind ot ticket they are are not changeable by anyone after creationif there is another way help would be appreciated, thanksChristian

Hi there, I’m trying to use a conditional statement that checks for navigator.useragent sessionStorage.get(‘some item’) localStorage.get(‘some item’)E.g. {% if localStorage.get('some-item') != undefined  %}<div>Some div</div>{% else %}<div>Some other div</div>{% endif %}   When I preview the page, this doesn’t seem to do what I intend. E.g. if there is no localStorage with that key, it still shows “Some div”

To remove a grid gap from HTML/CSS code, you can use the “grid-gap” property and set it to 0. This will remove any spacing between grid items. Alternatively, you can use the “gap” property, which is a shorthand for both “grid-row-gap” and “grid-column-gap” and set it to 0.FontXS

I would like to call a few REST API cals when agent send activation email to allow enroll user to MFA authentication

I have a webhook runbook set up on a hybrid worker in Azure that is written in PowerShell 5.1. When the runbook is triggered, the webhookdata object that is delivered is null. Below is the simple test script I’ve created as a starting point using an example from Microsoft documentation.When it runs, the WebHookData object that is delivered by the webhook is null. param (    [Parameter (Mandatory = $false)]    [object] $WebHookData    )if ($WebHookData) {    write-information $WebHookData    if (-not $WebHookData.RequestBody) {        $WebHookData = (Convertfrom-Json -inputobject $WebHookData)        write-information $WebHookData        }    $WebHookData | set-content -path "<some path>" -force    $VMS = (convertfrom-json -inputobject $WebHookData.RequestBody)    write-information $VMS    }else {    write-information "WebHookData is null"    } At one point, I was receiving data, but at some point, it stopped for reason I cannot figure out.  

I contacted support about this, and they recommended that I post it here for Freshworks developers. When I attempt to submit a topic with several tags, I get a 505 “internal server error.” Two HAR files are attached: one for a successful submission using two tags, and one for a failed submission using three.

Hey Community,I am try to use analytics in order to build a dashboard that would show me the number of unresolved tickets by the hour of the day (as it would help me to track the workload during the day).Also, I wish to be able to see this dashboard for each date that I would like to put as a filter on my dashboard (today, yesterday, 2 days ago etc.)Does anyone has an idea how to make such kind of dashboard?Thanks!

Hello all!We have recently been trying to make some automation rules for re-opening of child tickets and have identified that if an agent only has view access to a group and adds a note then the automations doesn’t trigger as the system doesn’t seem to see them as an agent in that group. Has anyone come across anything similar and found a workaround? We don’t want to provide full access to groups for all agents which is currently our only workaround. Appreciate any feedback

We use the Teams bot with Freshdesk Support - and it needs some TLC:The available screen space is not used, and it really needs to be New comments include all ticket content. This is unnecessary IMO, and coupled with the issue about, it means that its basically impossible to read the tickets (see attachment)I’d love to use this more, but basically, I cannot.  

We’ve been using Freshservice for a while now and earlier this year adopted Onboarding and Offboarding, in which we utilize Workflow Automator to automate certain aspects of what we do. Because of this, we’ve noticed multiple issues. Dependent Fields (Onboarding) We’ve noticed that in Employee Onboarding, it’s impossible to access the lower levels of a Dependent Field. Currently, we use one so that our HR team can notify us of a new member’s department, but can only access level 1 of the dependent field. Unlike in a Service Catalog Item, there is no dropdown to select level 2 or 3.Dependent field when viewed via the “Employee Onboarding” section of the placeholders menuDependent Field when viewing from the “Service Item” section of the placeholders menu Paragraph Fields (Offboarding) Paragraph fields are inaccessible through the offboarding section of the placeholders menu. User being offboarded dropdown (Offboarding) When trying to select information about the user being offboarded, o