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Topics started by MartinDG

3 Topics

M
Skilled Expert
MartinDGSkilled Expert
asked in Portal/Knowledge Base

When a cc'd user is added can they view those tickets in their own ticket area

HiThis is for FreshserviceI noticed that when users are cc’d into tickets they can only reply to a ticket by email where as it would be good that when a cc’d user is added they then have access to that ticket under there own ticket area in the requester portal. Also when replying by email or if they click the link they are supplied they get a kind of cut down version of the ticket but with none of the fields that were originally filled in much like below which was just a test sample.   Is there a way to add the information into a cc’d email now to the body of a request or incident or can this be done. The managers and users who are added in to the email don’t actually have any context what they are being cc’d into unless i guess somebody adds it full manually to the email that comes from a response.  

7
kennyta
Community Debut
9 months ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Apps and Marketplace Integrations

JIRA integration comment issues

HiLogging this here to see if anybody has had this problem before and if they found a fix or workaround. We did log a ticket to Freshworks directly but seem to have come to a dead end but also no real idea why this happens. So this relates to the JIRA add on that links from FS to jira. We use JIRA for development and so some tickets get linked into JIRA and await  updates. The problem we have is that when updates come through they are pulling my name as the person who is updating from JIRA when it is not me and the email addresses and accounts do not match so for some reason it is showing my FS account as the updater which can get confusing. Also the linked account on API to the JIRA area is a generic account we created but it does not pull from that one. We did try a little work around which was to change my main account in FS to a generic IT admin account and this worked briefly but when i then created a brand new account in FS with my name Martin DG it found that one again and took

6
M
Skilled Expert
1 year ago
M
Skilled Expert
MartinDGSkilled Expert
asked in Analytics

Reporting changes and missing options

HiSo i noticed recently some things have been changed in the anayltics area and i am wondering if there are any guides or where things have been moved to as this is causing me some complications. One major one is that when you click a report and view underlying data you use to be able to click on a cog in the top right of the underlying data and pull the fields i wanted like ID and so on but now i just get some default fields such as child ticket which i don’t need to see. Is this bugged or has the settings/cog been removed. Thanks   

5
zachary.king
Skilled Expert
1 year ago

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