Debunking the top 10 myths about Chatbots
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Hello!I am using Freshdesk, and have multiple customer companies. I have a portal set up for each company, with a custom url.I’m trying to get Freshdesk to be able to associate company A with company A’s portal and tickets, and company B with company B’s portal and tickets. I’d need the system to send the correct activation URL as well in the activation email. I am struggling to figure out how to do this. Is this possible? Should we only have one portal? If only one portal, how will the portal and system know to only show company A’s forms to company A users (and only show them tickets for company A as well). Thank you!
With the new Freddy self-service email bot, we were curious how many tickets customers are closing themselves now that they “have all the answers.”Is there a metric or filter in reporting we can use to show tickets closed by customers?
We currently house our knowledge articles in Google Docs. Is there an integration with FreshDesk knowledge base. We want to keep our articles in Google Docs, but would like to implement FreshDesk’s knowledge base.
Logging incidents on the self service portal via templatesIn previous tools we set up preset templates so colleagues could log incidents quicker, off the back of that we then created work flows so incident tickets could land with different departments based on template, this was handy because in some cases not every ticket for example “Outlook” or “laptop” would land with the same team. I know workflows are possible in Fresh service but i am wondering what other companies are doing now to control workflows of incidents, what are you doing to automate tickets as they land via the self service portal.
WE have an issue were tickets are sent to 2 separate emails that open tickets for say Accidents and Fleets that are directed at 2 different groups but go to the same ticket group. When they come into the ticket system it 2 separate tickets. Is there a way for Freshdesk to see that they are the same and auto merge them?
I need to update a parent ticket status once the child ticket is set to resolved. I cannot figure out how to do that in the workflow. Any ideas?
Hi, Can someone please help me create a workflow so that the ticket is either auto-assigned to whomever is resolving the ticket or forcing them to assign the ticket to themselves before closure.thanks!
Does anyone here experience this issue. See attached screenshot,
Question, how should the relevance of searching in Freshservice solutions work? I have an article where the search term (single word) is 16 times in the text, none in the title, no tags or keywords. That one is on the first position at the search results. Another article has 19 inclusions in the text and 2 times in the title and that one is on the second position.I am wondering what the relevance determines and what is the best practice for Freshservice to influence the ranking for your articles? For the most popular search terms, it is important to show the results which are most important to the organisation.
Is anyone else recently experiencing an issue where their tickets view when sorted by “Last Modified Date” are not showing the most recent tickets at the top randomly? Some tickets are being updated by a customer reply or ticket note, and the date is updated, but then they are still down in the grid below tickets that weren’t modified as recently as them, messing up the sort order. Have a ticket open on this awaiting reply but it’s really messing up the ticket view of looking for the tickets with recent replies on them so wanted to see if anyone else was also having this, maybe for the past 5-6 days?
I'm trying to create an expression in the Expression Automator to compare a date in {{E1.result}} with the current date and time. Specifically, I want to compare it to now in the Asia/Kolkata timezone and also add 1 day to the current time in that timezone.However, I’m running into a few issues:I can't seem to specify the timezone Asia/Kolkata directly in the now() function. I'm also unsure of how to add a time interval (like +1) to now()
Is there an easy way to move a ticket (that has been created on the wrong contact) to the right contact. I can’t see an obvious way of doing it.
Does anyone have an idea how I can download an attachment via workflow automator from another ticket to a new one?The process is as follows:In the service request form, you enter the ID of the existing ticket from which you want to retrieve data. When you create a new ticket, the system automatically sends an email to the receiver, containing the data retrieved from the specified ticket.
I’m trying to use the API to attach a file to a ticket. I have tried images and PDFs. The file gets attached to the ticket but is broken when viewed in Freshservice. When I get the ticket attachment details using the API, the attachment content-type is “application/octet-stream” instead of “image/jpeg” for the jpg image I tested but correctly set as “application/pdf” for the PDF I tested. But neither file types work correctly. Image is broken, PDF document is blank.The file size, according to Freshservice, is always some bytes larger than they actually are locally. For example, with a very small image that is 1252 bytes locally, Freshservice reports the size as 1702 bytes. Here is the example payload for the small image I’m testing with: --------------------------S1SJJcLLQQJrNanXChw123Content-Disposition: form-data; name="attachments[]"; filename="test1.jpg"Content-Type: image/jpeg????JFIF?????ExifMM*?i&?\?p??52??522024:05:04 11:22:402024:05:04 11:22:40???http://ns.adobe.com/xap
Hi,I’m tryng to find a way to dynamically access custom fileds in Service Requests/Service Items. The scenario is this:I have several Service Items that users can request. Most of them can be mapped to a Servicde Request caegory via custom object but some of them (eg. User Creation) have a custom field that represent the third level of SR classification. Since the custom field is different per each Service Item I was looking for a way to first identify the custom field based on the service desk item and then extract the value and use it to update the third classification level of my SR via API. I’ve extensively tried via workflow but looks pretty “static” the way you can address the custom fields. Does anybody has some hints?Thanks Davide