Debunking the top 10 myths about Chatbots
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Is there any way of removing the Customer responded state when all the cust has said is "thanks" etc?I find I have to keep clicking on a case to check if they need to be replied to.Our issue is with things that some groups (such as Developers) will keep in pending status (potentially for quite a long time) and which Support would keep an eye on in case the customer replies and needs a response.At the moment, a "thanks" email will flag it as Customer Responded forever, meaning we have no way to know if a subsequent, more substantive response has arrived without clicking into the case.I have seen Thank You Detector - however it looks to only deal with closed or resolved cases, which we would have no issue with as we can just close or resolve those again.
I am trying to update the description on a ticket via API call. The description will be multiple lines though. I cannot get the JSON formatted to be multiple lines though.Also, of note, the use case is creating child tickets in Onboarding and I need the description in the newly created child ticket to be like the inherently created child tickets in the Onboarding module.
I was wondering if anyone else has experienced this issue and if so, how they have resolved it.We have our People and Culture team with a separate Workspace as IT and as their interactions with employees and potential candidates require interaction with people via a personal email address this can sometimes cause issues when forwarding or including key stakeholders into email communications. If you are not careful your emails can sometimes be sent to a personal email address instead of a organizational email address.Is there a way to restrict access to personal email addresses to only our P&C workspace? I can see that Requesters sits under the Global Workspace so not sure if this is possible.Any insights would be greatly appreciated
Hi all,I was curious to see how everyone was hand,ling their risk register and keeping a log of all risks and associated tickets related to a risk.For example, a risk is known and you want to get this signed off by the risk team or associated team and keep a register of all IT risks.ie Risk: MFA not enabled for a user group. Description: blah blah MFA is used as a security measure. Request has been submitted to revoke this.Approval: Accept Risk, Decline risk and enforce best practice.
Hi everyone,I’ve been working with the Freshworks chatbot self-service widget on my site, and I’ve encountered a bit of a roadblock regarding Content Security Policy (CSP) configuration.To provide some context: we recently decided to move from a third-party service to Freshworks’ native chatbot platform. However, after setting up the widget, users have reported that the chatbot isn't loading properly on certain pages, especially when accessed through specific networks. After some investigation, I suspect this might be due to CSP settings that need to be adjusted.I’m looking for some guidance on how to ensure that the required URLs are properly allowlisted. If anyone has dealt with this issue or has detailed steps on checking and updating CSP configurations for the widget, I would greatly appreciate your input.Here’s what I’ve tried so far:Checking if CSP is enabled through the console. Attempted adding the suggested URLs to our policy, but the issue persists.Additionally, here’s a link
Does anyone know of a workaround to be able to have Ticket Lists populate on their Dashboards? I was told that the Ticket list view and the Ticket dashboard are not compatible as widgets. We want to build these dashboards to have the higher level metric groupings but also be able to drill into the specifics from one screen (basic mock up below). Thanks in advance!
Hello, Now we have multiple workspaces in our self service portal, I want to make it clearer how to reach each team. Does anyone know if it’s possible to add the workspaces to the home screen of the portal to then be able to select which workspace requestors want to raise a request/incident in please, rather than have the ‘Report an incident’ and then have to select workspace from there? Thanks,Matt
Hi,Is it possible to run an automation when adding a tag to a ticket?I noticed that adding a tag does not run the Ticket is modified-trigger.Thanks
It appears we cannot execute a webhook AND a thread in a single automation. We have a scenario where we need to do both. However, if the ticket is created in the portal then only the first one executes - so if webhook is first it works and the email doesn’t send, and if the thread is first, then the webhook doesn’t execute. note - both execute just fine if the ticket is created directly w/in freshdesk.
Due to multifactor authentication, we recently had to change from allowing freshdesk to read our O365 mail to just forwarding the mail out to the freshdesk server. Everything is working, but now when we reply to a ticket that has been emailed in, the helpdesk@our.co address is in the CC line of the ticket. Sending that reply therefore creates another ticket. How do we make Fresdesk remove that email address from the cc line?
Hi all,i know there’s already a same topic but i can’t fix my issue.I’ve created custom cards but they still appear on the portal after I log out. Those cards are “viewable” in the script "portal home" section. Could someone assist me in resolving this issue ?Many thanks
Three-wheel bicycles, also known as tricycles, are a popular alternative to traditional two-wheeled bikes. They offer unparalleled stability and versatility, making them suitable for a wide range of riders, including children, adults, and seniors. With their unique design and user-friendly features, three-wheel bicycles cater to recreational, fitness, and practical needs.What Are Three-Wheel Bicycles?A three-wheel bicycle features a triangular design with two wheels in the rear and one in the front (or vice versa). This configuration enhances balance, making it ideal for those who struggle with traditional bicycles. Available in various styles, these bikes cater to different purposes, from casual rides to heavy-duty commuting. \Three-wheel bicyclesAdvantages of Three-Wheel Bicycles1. Enhanced StabilityThe three-wheel design eliminates the need for balancing, offering a secure ride for all ages.2. Comfortable Riding PositionMany models include ergonomic seats and handlebars, ensuring a
Hi all,I'm working on integrating FreshService ITSM with Microsoft Sentinel using Logic Apps, but I've encountered an issue. When I attempt to run the integration, the workflow doesn't execute successfully.FreshService API has a custom field called it_vertical, and when I try to add this field to the request, I receive the following error message:{ "description": "Validation failed", "errors": [ { "field": "it_vertical", "message": "Unexpected/invalid field in request", "code": "invalid_field" } ] } I’ve tried multiple times, even changing the field name, but I’m still getting the same error.Has anyone faced a similar issue or can provide guidance on how to resolve this? Any help would be much appreciated!
We are trying to be more consistent with making sure our team members are booking time to the tickets they work on.I would like to build an Analytics report (or a Freshdesk view - that would be fine too) that shows all resolved tickets that do not have any timesheet entries against them.I’ve had a good look through all of the example reports and tried to build one myself, but haven’t had any joy.Is anyone able to point me in the right direction for this? Has anyone done a report or view similar to this?
Hello everyone,I would like to import a certain service request into DevOps via the app in Freshservice “DevOps tools”. Unfortunately, the content of the service request cannot be extracted and is only displayed as an empty field. Does anyone happen to have a solution for this?Many thanks in advance
