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lkeyesSkilled Expert

asked in Portals, Emails & Other Channels

Surpress TEAMS notification when logging into Freshdesk

I have a user who keeps getting this message when logging into Freshdesk. How to suppress it? The user *has* installed the Freshdesk plug in on his Teams. .

mlp_tbozeglavCommunity Debut

asked in Employee Onboarding

Setting Additional Attribute Values during Azure AD Orchestration - Create User

I have a ticket open with FS support but to this point they haven’t been very helpful in resolving this issue. Hoping someone here in the community can help.Long story short, I am looking to provision new users as part of our user onboarding workflow automation to our Azure AD tenant. While I’ve largely worked out most of the kinks, I’ve found there are a number of additional properties/attributes to the user accounts that I’d like to also automatically set when the automation creates the users. I thought this would be easy, but nope… it hasn’t.In my situation, I need to set a value for the user’s telephone number as part of their standard provisioning. The value doesn’t have to be anything specific, just that it has a non-null value. The reason is because we have cascading group memberships that largely hinge on the user having a telephone number before any of those permissions and memberships will take effect. Since FreshService’s app orchestration doesn’t have a built-in field for t

Ryu XinkApprentice

asked in News and Innovations

Community page on Portal not working?

The discussion page is not functioning properly. There seems to be an error on the portal. I tried to preview - but I keep on going to my homepage.https://support.xink.io/support/discussionsIs there an on going maintenance on Freshworks?

MariamPSkilled Expert

asked in Ticket & Workflow Management

Workspaces, global form fields

I recently created a new workspace and now have the following setupprimary workspace - WS1new workspace - WS2global form fields for category I have the following options:cat1 with no subcategoriescat 2 with sub1, sub2, sub3 subcategoriescat 3 with sub4, sub5, sub6 subcategoriescat 4 with sub7, sub8, sub9 subcategoriesfor workspace WS2 - is there a way to only display categories cat1 and cat3 when a new ticket is being created manually?for workspace WS1 - is there a way to only display categories cat2 and cat4 when a new ticket is being created manually?

asadCommunity Debut

asked in How do I....?

Mobile Skin Templates

Are Mobile Skins Templates are Better than Mobile skins ?

Ma25Apprentice

asked in Automations

API integration with FreshService Changes "Planning" section

I’m trying to create an API integration to create a Change via API. The issue I’m having is that FreshService does not correctly recognize the “Planning” fields in it’s API. The biggest issue is that if a field is not filled out it does not get treated as if it was initialized, simply showing up as if it didn’t exist. See two screenshots below to see what I mean. FreshService Change SectionCurl API request for the changeAs you can see the API does not return the fields as empty or null, instead it makes it look like they don’t exist at all. Because of this I cannot fill out those fields during creation or update them from empty value to another one. To add salt to the wound it seems that using webhooks for this works just fine.So my question is if anybody had similar issue and was able to resolve it? I’ve tried using both Curl Commands and sending a JSON Payload via powershell using invoke-RestMethod but neither seem to work.

Héricles FranciscoApprentice

asked in Analytics, Reports & Dashboards

Extracting Detailed "Company" Contact Information Beyond the Platform's Export Feature

Hello everyone!This is my first post on the forum, so please excuse any mistakes I might make.My manager has requested that I create an Excel report of all "Company" contacts, including some information that is not available in the platform's export function: While I understand that it is possible to do this manually, we have over 70 registered companies, and doing this one by one would take a significant amount of time that I could potentially save here.My question is: Is there another way to obtain this report? I need to:Catalog all of my clients in a spreadsheet, including their respective groups, each state (UF), city, address, contact email, and contact phone number.If you use any tools, APIs, or if it is possible to request Fresh support to generate this report for me, please let me know how.Thank you very much in advance!

nance7Apprentice

asked in Portals, Emails & Other Channels

Categories' Font Color

Is there a way to change the categories' font color so the viewer can see them better? The font color is a very light gray and is not noticeable for viewers.

aaron1992Apprentice

asked in How do I....?

receiving an error message "Map atleast one status" when configuring Jira account configuration

Hello,I’m currently trying to use the Jira integration feature on freshdesk, however when clicking on the “verify your Jira account” its giving me the following error: Map atleast one status Does anyone know why this could be occurring? I’ve seen screenshots online where it gives users the opportunity to map statuses however I'm not receiving that on the UI…. Can someone please help? Thank you!

djb_83Top Contributor

asked in Project and Workload

Workload and Holidays & Rotas

Is there somewhere in workload management where agents can add their days off/holidays, and supervisors can block out days where they may be assigned to support rotas etc, so that they show as not available for tasks etc?

Enterprise4828Apprentice

asked in API and Webhooks

How to request a Change for approval for a team of people using the API?

I am using the Freshservice API, and I made a change. I now want to submit the change for approval, but not against 1 person. It is more like a group of people. In the Web Interface, I would normally click “Request for approval”, then click “CAB Approval” and then select say “Canada - CAB”. Then a list of 5 people appears with checkbox. I want to keep them all checked, but change the type to “anyone can approve”.The endpoint I have for making approvals is “/api/v2/ticket/1448/approvals”, and json object body is { "approval_type": 2}but I keep getting 404. Also I have no idea how to set up the body json for my specific request. Does anyone know? Thanks

mazuserdentonsApprentice

asked in How do I....?

Is it possible to automate Document Generation?

Hi, I am utilising the Document Template capability. Once a request is raised, there is a manual step for the agent to autogenerate a Document… can that task be automated? say to begin once a previous task has been completed/ or a status has changed?

alan_13300Contributor

asked in Ticket & Workflow Management

G Suite Orchestrator - get user's manager

I am trying to use the G Suite Orchestrator to retrieve a user’s manager information.I have my projection set to ‘full’I have my viewType set to ‘admin_view’When I do the same “user get” API call via the Google Admin API page (https://developers.google.com/admin-sdk/directory/reference/rest/v1/users/get) there is a “relations” key with a list of objects inside it. ```{ "kind": "admin#directory#user", # etc etc "emails": [ { "address": "alan@company.com", "primary": true }, { "address": "al@company.com" } ], "relations": [ { "value": "my_manager@company.com", "type": "manager" } ], "organizations": [ { "title": "IT Manager", "primary": true, "customType": "", "department": "IT" } ],# etc etc```How do I access the value at relations[] where type = manager ?

jlambertContributor

asked in Portal/Knowledge Base

Displaying Solution Categories

Is it possible to show more than just the Workspace / Category when searching for a solution from within a ticket? Currently we only see IT (workspace) / IT (folder). We need to see the next level folder that these articles reside in.

Chris GApprentice

asked in Best Practices in CX

Recent experience shows basic need to prevent ticket deletion on all product levels for security reasons. Please can you introduce

We recently had an employee who experienced a mental health issue. Long story short he deleted a bunch of customer communications. We have been unable to reinstall them and been left with upset customers and multiple bad business reviews online.I’ve been told the only way to prevent agents having the ability to delete items permenantly is to upgrade to the Pro plan and use the custom roles feature. This does not feel right that this product is not secure at all levels against things like this happening. I like Freshdesk but this shows a serious flaw in your product. Please can someone from the product team advise if this can be addressed?

jono.chrimesContributor

asked in How do I....?

Why is the issue regarding cursor jumping while typing being ignored by developers?

For over 4 years now there have been numerous reports by multiple people to resolve the issue where, while typing in the description field of a ticket the typing cursor will jump to the beginning of the ticket. In every thread where this is mentioned the case has been marked as “closed for comments” when the issue is ongoing and unresolved, sometimes without any response at all.I had created a support ticket regarding the issue 3 years ago as well and the developers mostly ignore that ticket or claim that the issue is fixed when it is not.Why is this is happening Freshworks??The issue does not go away just because you ignore it.This is some of the worst customer support I’ve seen in a long time.Do better!For reference, see:(there are a lot more topics surrounding this issue and some of those topics appear to have been removed from the forum)

KhimanTop Contributor

asked in Analytics, Reports & Dashboards

Freshdesk Analytics - Grouping survey results by company

Hello, I don’t see any option to group analytics by company for survey results.Is this possible ? Thanks

vinothkumar.manoharanSkilled Expert

asked in Portals, Emails & Other Channels

Change "To" field when using Agent Reply in Freshdesk

When an Email is sent by customer, few TO Email Address are marked along with the Support address and when the agent is replying, customer wants the To Field to be editable so that the response can be provided to the actual To ID of the email instead of the Sender of the email, Possible?

spencerporchContributor

asked in Analytics, Reports & Dashboards

How can I hide curated reports on Analytics?

I want all users to access a very basic report with summary numbers (overall ticket volumes). I do not want to give them access to all the curated reports--they include a lot more data that isn’t always appropriate for every person.How do I give users access to one, and only one, report in Analytics? They don’t need all the other curated reports.Thanks!

karlnharrisonContributor

asked in Contacts & Companies

Freshdesk agent view of tickets customization question about contact details

I would like to customize the fields shown in the contact details side panel when agents look at tickets. Is this possible? Here is my use case, I have all my users in the contact list and I have extra fields for them, such as what department they works in - say HR, Finance, Stores etc. and another field is what building they work in. Now I would this to be visible when I look at a ticket in the Contact details side panel - e.g. this screenshot. Some of this is visible when you press on view more info, but this is an extra step and should not be needed.Karl

tzinserApprentice

asked in Project and Workload

Project Resources

It would be beneficial to be able to add a resource to a project that is not an agent/requestor. For example, I have tasks that are being added to a project but are assigned to external entities. Being able to add the project resource and assign the task to them helps me track who is responsible for that task. We have cases where a consultant, state level employee, or external vendor are leveraged on a project.

ritatorokApprentice

asked in Ticketing & Agent Productivity

Updating a field in ticket list

Hi I see there was a topic where this question was raised before but I think the answer is a bit different from what was asked () And I am looking for the same thing, eg. I have a text or dropdown custom field which I would like to update when I am viewing the ticket list, not the ticket details, but the list I have for a client. So i would like to be able to leave a note on the ticket list without the need of opening the ticket. Like you can update the agent directly from the admin ticket list, but you can’t update a custom field’s value when on the ticket list. Is there any setting missing that could enable me to do that? Or this feature is not in fresdhesk yet? Thank youRita

SCARLETTBOLTONApprentice

asked in Portals, Emails & Other Channels

Image on signature shows enlarged on recipients email

HiCan anyone help/has anyone had this issue. I have asked freshdesk for help but problem still not resolved.If we put our company logo into our signature and change the size to smaller then send a client an email from FD the logo shows very large on their email. Any help appreciated thanks

asadentonApprentice

asked in The Agent Experience

Incoming email tickets - default is Incident, can we have them come in as Service Requests instead?

Hello,Our incoming tickets sent via email default to Incident, can we make a change and have them come in as Service Requests instead? Most of our tickets sent via email are Service Requests, so we are manually updating the type.Thanks,Asa

S.RoggatzApprentice

asked in Getting Started

running automation rules manually

Hi,we are newbees at freshdesk.I’m wondering if I can run the autmotion rules manually, to clean up the ticket overview.Espacially a rule that marks a ticket as spam.Thanks for a hintgreetsS.Roggatz

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