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#WinwithMarketplace : Freshservice

14 days ago

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hafsalrahmanApprentice

asked in Freshchat

Freshchat SDK crash

We received a crash from Freshchat SDK (5.4.2) integrated in our app, can you guys advice about the fix needed to avoid it?Please check the attached log file

18 minutes ago

bravoApprentice

asked in Freshdesk

Changing to Free plan with 10 agents

Hi,I am currently on the Sprout plan (free plan started in 2015) with three agents limit. Freshdesk advertises 10 agents for its Free plan. How can I make use of the 10 agents in the Free plan? Thanks

10 hours ago

vedkApprentice

asked in Freshdesk

Render 2 Widgets on Same Page

Hi, I am trying to render two widgets on the same page. But at a given moment of time only one widget is visible . Please let me know whether if its possible to render two widgets. If yes please share if any documentation is available. Currently trying to render like this.

11 hours ago

tommyvanaukenApprentice

asked in Freshdesk

Can you have user generated fields?

We have a business need that we were hoping FreshDesk would be able to resolve. We run a Learning Management System as a service. One of our services is to add courses and Instructor Led Trainings. Two of the components of an ILT are Sessions and Events. There is no set cap on how many sessions and events an ILT can have. An event, or more likely, events reside inside a session. So, in one ILT, you could have:2 Sessions each with 1 event5 Sessions each with 3 events50 Sessions each with 6 events.This goes on ad infinitum. We want to capture all new ILT requests (no matter how many sessions or events they have) with the least amount of fields possible. For example, a customer logs in, sees the form for requesting an ILT, types the number of sessions they want, that number of conditional fields automatically populates. Is this doable? I have no idea how to do this in fresh, or if it is even possible. You can accomplish this with survey tools, but we got a ticketing system to process requ

11 hours ago

brownaeApprentice

asked in Freshdesk

Adding fields to customer ticket list view

Hello,We want to add the ticket type to the ticket list view to make it easier for our customers. Can someone help me customize the portal to include this? Right now, it displays as such:Ticket subject #ticket IDCreated on date via ticket source

11 hours ago

swhitcherContributor

asked in Freshservice

What happened to the Connectwise Control Freshservice integration?

I see a connectwise control inegration for FreshDesk in the freshworks marketplace, but not for FreshService. I understand that it used to exist, but was removed for some reason. Anyone know what happened to it, and whether there’s a chance of it coming back? We’re just evaluating connectwise control now, and it would be great if we could launch a remote session straight from freshservice.

11 hours ago

NathaKerApprentice

asked in Freshservice

Service request custom fields in data export

I work with a lot of serviceitems that all have a set of custom fields. I also need to be able to get a list (CSV-dump) of all the tickets with customs fields (we insert my clients data in those fields, so I need to be able to extract them again). It doesn’t seem possible out of the box, is there a workaround?

17 hours ago

Csp101Apprentice

asked in Freshdesk

Fetch FAQs from FD knowledge base on basis of some tag that can associated

Hi I was looking for if there is a way to achieve below two things Search faq articles from knowledge base with some filter in it . For example if i have multiple products whose FAQs are stored in the same account and i want to use the search API of FAQs using some filter that will only fetch FAQs with that particular filter ( I saw that Fresh-chat mobile SDK offers this as solution but does not have APIs associated with it) 2 . Use FD knowledge base similar to how FC knowledge base is created in SDK (with all the filtering capabilities that they have )

19 hours ago

raymondcanilaoSkilled Expert

asked in Freshservice

Automate the "Fulfill Request" button

Hello, is there a way to automate or prevent agents from resolving tickets until they click the "Fulfill Request" button on the service item?

23 hours ago

lkeyesContributor

asked in Freshdesk

Rich DApprentice

asked in Freshservice

First Call Resolution

I want to make sure I am understand First call resolution. So i can provide my executive team better reporting on this. Here is a situation, we get in a ticket from a user. One of my agents from group/team A, reply's to that ticket to make sure we comply with the response SLA requirement (but doesn't assign the ticket to an agent), then that same agent assigns the ticket to another agent in another group/team. Now my question is, how will that ticket count against the original agent in group/team A or will it just not count on his score at all?Thank you in advance for any guidance you can provide.Richard DeRosa

1 day ago

amaevers10Apprentice

asked in Freshservice

User Creation Failing?

Good afternoon all!We are trying to tie our on-prem AD with Fresh Service for employee onboarding. Unfortunately I can’t seem to get around an access is denied error. I think it’s coming from the fact it’s trying to place the new user in the user OU, and not where we normally have it, but not 100% sure if that’s the issue. For testing, I want it to go to company.com->Company Users → Information Technology Bucket. I am relatively new to PowerShell, so tried adding “OU=CompanyUsers,OU=Informationtechnology,DC=Company,DC=com” to profile path to change where it’s sending it to, but still no luck. What can I do to improve?Thanks for any insight or knowledge!

1 day ago

ksuper18Apprentice

asked in Freshservice

Deep Links when using your own domain

The last topic I can find about the ability to use deep links to launch the mobile app from and email ticket link was that it was not possible if your portal was using your own domain. (support.companyname.com)Has that changed?We hesitate to implement and market the mobile app to our user base without this ability.

1 day ago

jg8675309Top Contributor

asked in Freshservice

Anyone using FreshService for tracking repairs of devices in inventory along with the parts for repair?

I work in a K12 school district, we have thousands of chromebooks and I’d like to start syncing our chromebook fleet from Google Admin Console to FreshService’s Inventory module so we can better track their lifecycle, status, and repairs. I’m going to custom script this, because I’m not a fan of the app that can sync devices from FreshService.Is anyone doing something like this? Ideally I would like to have a service request item that we can link to the chromebook being repaired, indicate the repair needed, link that to an item in inventory where we keep a qty/count of those items and what company they belong to (We operate in MSP mode, as we support multiple school districts).I would need to figure out the workflow for how the service requests get put in from the end-user side along with the workflow on the side of our technicians, showing the status of where it’s at in the repair process, and what parts were used to fix it and consume those parts from the inventory in FreshService.I’

1 day ago

Vignesh RajApprentice

asked in Freshdesk

Automate a reply message to the WhatsApp users

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.

1 day ago

guiqisApprentice

asked in Freshchat

Push Notifications on Freshdesk Messaging App

Hi guys,My Freshdesk Messaging app is not sending me notifications when users start a new chat (or even when users reply to a current active chat).The settings - in notifications tab are all checked.I've contacted support and they told me that I should “upload a APNS Push Certificate in your Freshdesk Messaging account". But this should be done only if I'm creating an app, or not?My issue is with Freshdesk Messaging app!

1 day ago

ksuper18Apprentice

asked in Freshservice

Hide Service Catalog Descriptions

Is there a way to hide the description of a service catalog item once it is submitted as an SR? I realize as an agent you can hide it manually inside the SR, but can we not have it show up there at all?

1 day ago

DaniApprentice

asked in Freshservice

Sandbox Configurations

Whenever i create a new sandbox I have to reconfigure the visibility of all the service requests. This is very time consuming. is there a way I dont have to do this?On a side note i think it would be useful to have two sandboxes. One to configure and build in and one to do testing in (or have an actual FreshService support environment).

1 day ago

BenettiApprentice

asked in Freshservice

Discovery Agent for Win not reporting

I installed the Discovery Agent in my Win laptop, but the asset is not reporting in FS.Log attached.

1 day ago

AndreLabuschagneApprentice

asked in Freshservice

Workflow automator does not run all steps

I have a very simply workflow which runs a Powershell command to retrieve information from a database and then creates a new service request based on the information in the database response. When I test the step, it works perfectly. The workflow is triggered when a request with a specific subject heading is created and it triggers correctly. When I look in the workflow log I can see that the Powershell command completed successfully and when I run the Powershell command manually, I get the expected response (a json string). The next step in the workflow is to parse the response, but this step is not logged.To muddy the waters further, the next two steps seems to run, but isn’t logged and the step after that does not seem to execute, once again works properly when I test manually.The execution log filter that I have applied only has the service request number, no other filters.

1 day ago

CVHHHApprentice

asked in Freshdesk

Tickets are merging on their own

I’ve got a user, that sends in, let’s say three emails to freshdesk, about a minute apart (all different subject lines). Freshdesk seems to merge those tickets automatically into one. As far as I can tell, we don’t have any automation doing this, nor can i find anywhere to turn this off. Please Help.

2 days ago

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