Topics started by stevemc
I’m just learning FreshCRM and surprised there is no obvious way to export contacts, accounts or deals to a CSV file. I expected an option in the contacts, accounts or deals list view to export but its not there. I looked at Analytics but can’t seem to add columns to the table output. The reporting tool in analytics looks like its not extensible. Is there any way for a sales manager to export a list of contacts, accounts, or deals. Need to be able to filter to various lists and customize columns for the output.
Can I hide some of the built-in fields so that the agent does not need to see them? Specificallytwitter id mobile phone work phone Unique external idI am trying to hide these fields and instead have the req’d fields on top of form (name, email, company and one more required custom field I added)I did disable them from being seen by customers but can’t do so for agents. Here is screenshot:I would like an option to change “Display to Agent” I suppose its not possible but I think it should be if not.
I’m surprised this is not already posted in community (or at least very well hidden). I find that some places where it shows deal value shows too many decimal places. It shows four 0s after the decimal as in 100.0000. This is really problematic for users in countries where the decimal is a place separator. So this looks like 100,0000 or can be mis-construed as “100,000”. I know that freshCRM team is aware of this issue but it has to be an easy fix and I wish they would make that fix soon.I really can’t imagine there are a lot of companies using freshdesk where the cents portion is important. At least make it optional to show.Here are examples of what I’m talking about: Related accounts and related deals (related contacts also); Deal Details:
I needed to create a country field in Freshdesk in the Contact and Account forms. But I found (disappointingly) the lack of a built-in field that had al the countries already. Also, while there is a REST API to create ticket fields, there is not one for Contacts or Companies field. Since there are 241 countries I did not want to type or copy/paste that many entries into 2 different forms. So I used Applescript to automate this as follows:Open Apple scripteditor and enter following command: activate application "Google Chrome" tell application "System Events" to keystroke "Brazil" & (keystroke (ASCII character 9)) Note: I used Excel to build this list. Here is my XLS. Just pasted the contents into script editor. (if for some reason this is not there in future just google a list of countries) Create a new dropdown field Click “Add item” as many times as needed (in my case 241 times) Create a couple more than you need in case you mis-count you can click thru this pretty fa
Its great to have a wysiwyg editor for Freshdesk ticket field. But the widget is not resizable. The user should have the option to resize this widget. Many web forms provide a little grab handle in lower right where you can resize the edit field like this: Even the default size is generally too small. For example, see the following ticket being entered where an image takes up the entire region. Its hard for the person entering information to have any context or type about the image they uploaded or even navigate easily.This widget REALLY needs a resize handle so you can make it taller. Or possibly automatic behavior that grows the size of the widget as more data is entered.
Summary: Feature Request - Improve “Possible Connections” as follows:On Contact Page, separate “Possible Connections” to 2 lists: Known Connections - Other contacts in same account Possible Connections - Contacts matched by Freddy not already in the account On Account Page, add following (separate from “Account Hierarchy”): “Possible Connections” - Contacts matched by Freddy not already in the account Here is some background to the request:We love the Possible Connections feature as a way to help clean up data. But because this feature does not distinguish between “Known connections” (because contact is in same company) and “Possible Connections” (as determined by Freddy), we find this to lessen the utility of the feature greatly.As an example, see the card below for one of our Hewlett Packard contacts: This tells me that there are 25 people. Match is for the most part on the email domain (hpe.com). The problem is that I don’t know which ones are already part of HPE account and whi
Improve "Add Task" Action in JourneyIn progress
As it is currently the “Add Task” Action in a Journey is not very useful as it is right now.This is what is available: The most obvious thing is an admin should be able to specify a date and time in relative terms (i.e. “Now”, 3 days from now, 1 hour from now, etc). Since a journey is ongoing, specifying this in absolute values is not at all practical.Secondly, I would like to be able to set an owner. There should be options as follows:Set owner to specific person Set owner to Contact OwnerIt would also be nice to set Collaborators.
I don’t see any way to set default values in fields added to Contact, Account, Deal or Custom Modules.For example, I add a checkbox to a Custom Module, There seems no way to cause the checkbox to default to “Enabled”.Likewise, if I add a dropdown list, I have no way to set the default selected item.Same would be useful for other fields such as:Text box Multi-select Date (for date I’d like to default to values such as +7days, +1 month, +1 year, etc.Is it possible to set default selected item? How?
Is it possible to allow some users to create a custom module record and change a field while creating the record but not edit the field value later when editing the custom module record? (even if they own it). Here is an example:We have a custom module record “Training” with a field cf_contact. When a sales owner creates the record, they should be able to set cf_contact. But if they sales owner then edits the record, they can no longer change cf_contact.I see under Admin Settings > Roles > Manage Roles > Sales user > Permissions that I can allow sales user to create but not edit the record. But this applies to all fields in the record. Can I make it so that the Sales user can edit other fields but not the cf_contact?It seems from the “Field Permissions” that if I make the field read-only the Sales user can’t set the field when creating the record. And there does not seem to be other options.
We are using Freshmarketer as part of Freshworks CRM. When we are drafting either a Journey or a Campaign email, we can send a test using the “Send Test” button in following dialog: This is a very convenient way to test the copy, layout, formatting and Merge Tags for the email. One problem we have found is that Merge Tokens will not be filled in if the Journey or Campaign that you are working on only represents a small cohort of the entire Contacts database. It would be extremely useful to be able to pick a specific contact to use to personalize the email when sending. This would be of use both in journey and campaign emails.A little more background on why this would be useful:Here is the journey we developed for managing our online training program: There are 5 different emails sent as part of this journey (welcome, reminder send 3x, “Last Week” reminder, “Last day” reminder and a Certificate email. Optionally there are also “Course extended” email. There are many steps in between
We are very concerned about catestrophic loss or corruption of CRM data and would like a way to automate backups. Currently the only method I’m aware of to backup CRM data is to go to Admin Settings > Account and click the “Export data” button. Wait a variable amount of time. Then go to email and download the zip file within 24 hours. This method is subject to human error (forgetting to download - inevitably just when you need the backup).We believe that it is an essential feature of a CRM to facilitate regular backup of data. Here are some reasons why a sudden loss of data may occur (these are true stories):An employee is let go but before access is denied the employee deletes all their contacts in retaliation for being let go. An employee accidentally performs a bulk update and all contacts are assigned to that employeeThese sorts of bulk changes to data are near impossible to reverse without a backup. Backups should be regular. To save on load to the system and overall ef
I would like the CRM to automatically find and suggest related accounts as I add a contact. For unattended import (i.e. bulk import or sync from email), I would like the CRM to automatically create the linkage as long as the domain of the email matches exactly the domain of an account URL. A good sales person is not going to waste time on data entry. But as administrators we want clean well linked data. To help the sales person, we would like the CRM to automatically find and pre-fill the right account once a contact email is entered.As a second example, assume a sales person is synchronizing their email with the CRM. When the contact is added, the CRM will not be able to suggest a contact-account linkage. In this case I would like the CRM to automatically create that linkage (maybe its a preference) as long as the email domain and account website match (see match note below)As an administrator, I would think the same behavior would be of use during bulk import. If I am importing
Feature Request: Set the applicable sales owner as CC for a Journey EmailThis is a fairly urgent need for us (details as to why below). If anyone can figure out a workaround we’d be much interested in that. Background:We use a Journey to manage our online training learners. Not all contacts are given training but for the ones that are, we use a Journey to manage the flow. The flow works as follows:In the CRM a sales owner sets the training program (Sales or Technical) and the start date A journey sends a welcome email to the user at the start date CC the Sales Owner of Contact The journey sends a sequence of other emails as the student makes progress On these emails, just the contact is the recipient A Certification email is sent when the contact completes the training CC the Sales Owner of the Contact on this email We want to copy the sales owner for the the welcome email and other emails as noted above. We have many different sales owners to the CC should be defined as “Sales
I’m using “Add contacts to the sequence” with “Add by conditions”. I would like to understand if a contact can be processed by a sales automation more than once. I can’t quite tell from documentation if this is the case.I know that for Journey’s there is specific configuration to indicate if a contact can repeat a journey. I don’t see similar configuration on Sales Sequences.In my example, I have a Sales Sequence that uses “Add Contacts to the sequence” with “Add by Conditions” using the following conditions: The sequence sends a single email and completes. Question 1: Will the contact get multiple emails, one for each day after Training start date if the Training status stays as Enrolled?Question 2: If the start date is later changed and Training status put back in “Enrolled” status, will the contact be processed by the Sales Sequence again?
This is a mini “howto” I thought I’d share with the community.I wrote a rather elaborate journey recently that is executed on the scale of days. It involves sending welcome email for an online training course, sending reminder emails every week and then sending a series of “Last Week”, “Last day” and finally internal email if the learner does not finish. Testing such a journey would be impractical even if I was to set the delay sequences to a small number of days.I noticed its possible to set the Time delay in Journey blocks to Minutes but the contact record dates cannot be set to less than day resolution. So I resorted to the REST API to set the date on the contact record to a resolution of hours and I tested a journey which changed the value of “days” to “Minutes”. I was thus able to test the entire flow in a mater of minutes :). Below is description of my test setup where I verified this all works. Hope this is useful to others. I first tested and found that I could indeed s
This is about FreshCRM UX feedback. Please pass onto your UX team.In FreshCRM UX, Without context it can be hard to tell if a toggle button is ON or OFF. I suggest here is an example:ON or OFF? Unless you remember the color and shade each application uses its hard to say w/o context. MUCH too much cognitive friction going on here.I like the way Freshdesk does this. MUCH more obvious. See below: (FreshDesk example of toggle button)And here is off state:Beautifully obvious!
Exported deals and accounts have "Sales owner" which is the first/last name. But upon import, a required field is called 'Sales owner" which expects email address.This is misleading and can easily result in a user mapping the "Sales owner" field in exported file to "Sales owner" field in CRM. This results in all the records getting the default sales owner. Two issues:1) MOST Importantly - there is NO error or warning about this. It should be considered an error condition when sales owner field is not an email and record should not import when no matching sales owner found. Having a default sales owner should be an optional action (not default) at import.2) The column names are confusing and lead to this issue.2a. the exported colum should have been labeled "Sales owner name". And in order to allow import, the email should be included in export. Better yet, just export the sales owner email.3) the mapping UI should make this all more clear. As noted, the biggest issue with this
I want to let folks know about what I think is a very common error folks might have when creating a workflow that uses a webhook to update a Freshworks service. I found nothing on this topic so I decided to post to the forum to let other folks know.When entering API key in the “Required authentication” field as follows: You need to use the correct syntax. The value you have to enter for API Key is NOT JUST the secret. You need to enter the following syntax: Token token=**** I have stumbled on this a couple of times. If you don’t use this syntax, you get a 401 error - even though you have the API Key exactly right. @Freshworks team, I suggest the UI be improved though I guess this dialog is meant to be for any REST Service (not just Freshworks). That said, its too easy to just assume you need to enter API key when really what you want is the contents of the “Authorization” header. SO maybe a better label for this field is “Authorization header”.
When a dependent field has multiple options, is there a way to always make all options in the dependent list? For example in below, Campaign is dependent up on Source=Website. I want all options of Campaign to be available always - even if I add more. I have all checked now but when I add one, it is not automatically selected in the dependency and so people will always need to remember to go and update dependency. Is there way to avoid this? You can see once I add a new value it is unchecked at the bottom:
We created a training module. It will track what courses a Contact (Reseller) has taken and been certified on. When creating a training we have no need at all for a name field. This will just incur burden on sales. I have confirmed with FW CRM support this is not supported. I would like to ask that it be made possible.
Feature Request: SLA Reminder time/Resolution time escalation to be based on the priority feature request
Currently, the SLA Policy requires you use one reminder time and escalation time for every priority type. For example, the first response reminder has to be the same for Urgent as well as Low Priority tickets. But this results in a poor compromise for all priorities. For example:If 1st response is 30 minutes, then this is good for Urgent tickets (which have a 1st response commit of 1 hour) but not a very practical warning for a Medium or Low priority ticket.I would like to have different SLA response times for each priority. For example:Urgent Pri 1st response reminder: 30 min High Pri 1st response reminder: 1 hr Medium Pri 1st response reminder: 6 hr Low Pri 1st response reminder: 1 dayLikewise, I would like to have different lead times for following:Next response reminder Resolution target reminder First response target Resolution target p.s. The “Submit Idea” button is not working and I no longer see “Freshdesk Ideas” in the list of options for “Sub forum”
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