By default, a list of Onboarding requests with pending approvals are displayed on the home page of the support portal. This list is only viewable by the person who created the initial request. When this person is on PTO, we have no way to see this list. We are unable to Assume their identity as they belong to Restricted groups.Has anyone come up with a way to see this list?Thank you.
Hello! If a change is requested for approval, and then rejected, we cannot then request approval again or even close the ticket. I would like to set up the workflow to do this. I have tried doing something like this: But it only lets me set the status back to awaiting approval, it does not allow me to actually overwrite the rejection and send the approval to the same person. How do I overwrite that rejection/cancel the rejection and either set to close or set to awaiting approval (and subsequently sending the approval request again)?
Has anyone noticed a significant lag in deploying scenarios on a ticket, like literally 10 minutes? It doesn’t happen constantly, but frequently enough to make an impact in my helpdesk’s productivity.Yes, I have checked the computers experiencing this, and verified the internet speed… everything is fine, and all other cloud apps are running smoothly.
I have a couple of Senior Leaders that would like to get daily/weekly status reports (via email?) for their specific Work Groups. I certainly don’t want to assign them “paid” full Time Agent Status, but they also don’t need to see EVERY group or Department from Fresh Service. Are there any notes, or instructions on how to accomplish this in an automated fashion?
I need some brains to help me figuring out a workaround for a limitation in Freshservice (or lack of feature 😀) We’ve integrated a webhook with FS. This works all fine. When an alert is raised in the external app a call is made to FS and an alert is created. Followed by an incident ticket. Then we have a workflow configured that gets triggered once an incident is created. It extracts data from the information that is passed on by the webhook and uses that to send an email to the customer. So far so good.Now we getting to the point where I need help with. At the moment the alert gets cleared by the external app (system is back online). The app informs FS through the webhook. The Alert status in FS is set to resolved and “SYSTEM” sets the incident ticket status to resolved. When this happens I want to add a note to the ticket and send a custom mail to the customer that the alert is cleared. I created a workflow for this with a event “when status is changed to resolved” but it is not wo
Hi I’m trying to create actions/tasks from an employee onboarding form. The form has several “check boxes” for a user to select requested services/software.The problem I have with the logic in the automator is if a user checks “Field A” to be true, it doesn’t check for “Field B”, unless I create an incredibly complex automation.Is there any way of “looping back” into the next step in the automation, if that makes sense? In the example below, the automation won’t check if the user is agency/contract if “line Manager” is selected to be true: I’m curious to know if other people have seen this and how they have approached the issue Thanks
This seems like a simple issue that must have been addressed somewhere. Please let m know if it has.When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there? Thanks in advance!
Why are there no Templates in Solutions like the ones that are present in Freshdesk for Freshervice? The KB articles are the most important part to any Helpdesk and the fact that you have the ability to have them, but leave them out of Freshservice is questionable. Why would you take that away in your prize winning app? Keeping and maintaining a standard look and feel for Helpdesk articles is what makes the Helpdesk stand out. Is there a way to add this functionality in Freshservice?
So we were ready to sign up with an annual plan, had the card ready and then hit a peculiar road block we’ve never seen before… Freshdesk make it mandatory at checkout to enter a VAT number.Of course, being based in the UK - we have never needed to have one. Not all businesses need one and even Zendesk realises that because it is optional on their checkout like usual.Is this decision of Freshdesk to enforce VAT numbers based on a misunderstanding of UK business regulation or is it something else? I’m kind of hoping it is something else because I am extremely intrigued at the reasoning and I love a weird story, like maybe they hate business which don’t want to have an optional VAT number or something haha.Dying to know.Thanks.
Hello, I’ve put together a solution with a table at the top of my page that links to the various headings within the solution i.e. <a href="#anchor1">Receive Application</a> in my table links to the corresponding heading<a id="anchor1">1) Receive Application</a>Initially on saving, all the anchor links in my published solution work but then they quickly stop working, when looking back at the code within the solution, all my id=”anchor” tags are removed leaving just:<a>1) Receive Application</a>Is this a bug or am I doing something wrong?Thankyou.
Hi, we host a saas solution. There, the user can decide for the whole application in englisch or application in german. We do also use freshdesk and there, we do also have the pages in englisch and in german. What we now want is the following (imho obvious):When the user from our application opens a help page, the freshdesk page should be in the same language as the application (english or german). Easy would be to just pass the language as a parameter in the url. I did not find anything about this and ask for help here.RegardsSabine
Freshdesk is a special cloud-based software designed to facilitate and improve customer support. Its excellent and cost-effective features are quite popular among online enterprises for enhancing the customers' self-service and their support teams' overall productivity.dailycouponsandcodes
I’m having trouble finding info on exactly how the workflow automator rules run (or not).My understanding is that when an event occurs, all workflow rules for that event are executed in order:Actions performed by workflow rules do not trigger new events of their own (i.e. rule 1 cannot make a change that triggers rule 2 to run) Changes made by workflow rules are visible in subsequent rules (i.e. a value changed in rule 1 can be used in rule 2)It seems like there are some cases where rule processing stops, but I haven’t found documentation as to why. For example, Rule #1:When a reply/forward is sent by the requester - if the ticket is Resolved and the reply contained ‘#close’ - set the ticket to Closed. Rule #2:When a reply/forward is sent by the requester - if the ticket is Resolved or Closed - set the ticket to Open. Rule #1 is above Rule #2 in the order. Both rules work fine on their own, but when rule #1 is fired, rule #2 does not. (To be clear, this gives the behavior I want - I
Hi,I was wondering if there is any possibility to match, through an API or not, Tuya with FreshDesk. We want to centralize tickets coming from an app (using Tuya) in FreshDesk with the others tickets, coming from the website or social media ? What are the others possibilities that FreshDesk API can afford ? Thanks
Hi!We would really like to be able to add only our agent's first name to automations.We want to be personal with our customers, but at the same time protect our employee's privacy. Could you create tthe agent first name placeholder, or is it perhaps coming some time in the future?Thank you in advance for looking into this? Best regards,Erik
I reached out to support about this and was told to post this as an idea, however I found that this was already flagged 5 years ago as a bug - and treated as such. Yet this is still an issue in 2022. Despite having an automation that marks a ticket as spam based on criteria (e.g description contains “unsubscribe”), the “Support Desk” iOS app continues to send push notifications for every single ticket. We find push notifications for real tickets absolutely vital, so we want to keep them on. We just don’t want to be bombarded with every single spam ticket that comes in. Surely this is a bug? Was it actually fixed 5 years ago? I'd appreciate a real answer from someone. Thanks.
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