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2186 Topics

Medula
Apprentice
MedulaApprentice
asked in Chatbot and AI

Going back to Chatbot after live chat session

So I’ve managed to integrate a simple FAQs in my chatbot, which allows the user to click the question, get the answer and then go back to the questions, but once the user starts a Live chat session with the Support team, they can’t go back to the bot FAQs.Is there any way I can make the customer go back to the bot FAQs after the chat session? Or how can I make the customer create a different session from his side and open Chatbot again.Thank you in advance to anyone who can help out.

0
Medula
Apprentice
2 months ago
MarkSherbakov
Apprentice
MarkSherbakovApprentice
asked in Apps and Marketplace Integrations

Can't upload a customapp

Hi guys!I’m trying to create a custom app for my freshsales dashoard.For testing purposes, with Freshworks CLI I’ve created a freshsales template.During the work, I faced 2 problems:1. when creating an app, I get the following error ( on the screen )https://t4709810.p.clickup-attachments.com/t4709810/bf2810a0-7330-438a-9c4e-df5e1f31720f/image.png2.  I can't launch developer mode. I launched the local server with CLI, in browser set up my account's url + ?dev, but got the response from freshwork: couldn't find the page. I’d be really greatful if somebody helps!Thank you! 

5
HeraLila123
2 months ago
jglassman
Apprentice
jglassmanApprentice
asked in Employee Onboarding

Employee Onboarding Stakeholder URL Visibility

When creating an onboarding request, we have the HR manager choose a reporting manager as a stakeholder, who will get sent a link with a custom URL to choose addition items. Is there any way to get visibility on that URL? We had an issue recently where the HR manager put the wrong email in that field, so the email was just going into the void and we had no way of getting that custom URL to the correct place. Our only workaround was to cancel the request and put in a new one. So I’m wondering if there is a way to get that URL as part of either the request itself or from the API so that we can manually send the link out.

1
jglassman
Apprentice
2 months ago
S
Top Contributor
shimiTop Contributor
asked in Knowledge Base

Solution Page customisation

Hi Is it possible to customise the solution page>article. The editor allows for editing in code but doesn’t allow for changing the background of the article. For example, i want to insert an image in the background and have a table and text on top. I also want my embedded videos to pop-up when the user clicks on them rather then start playing.Any help will be appreciated. Thanks

2
lee.cliff
Contributor
2 months ago
lee.cliff
Contributor
lee.cliffContributor
asked in Portal/Knowledge Base

"Code View" in Solutions (Knowledge Base) for FreshService doesn't do anything?

Freshservice’s “Code View” seems pretty redundant. I make an adjustment and it doesn’t save any of my changes. What’s the purpose of the article-by-article Code View if you can’t make any granular changes? (Honest question, I’m sure that could sound snarky but it’s not :-)). To clarify, I can edit <p> text </p> the “text” of that paragraph, but I anytime I try to modify the styling already there or add my own, the save just clears out the information I have put in.  

0
lee.cliff
Contributor
2 months ago
A
Top Contributor
aaron_jhgTop Contributor
asked in Ticket & Workflow Management

Chaser emails to end users

I am trying to set up our service desk wherby if we put a ricket status ”On Hold - Waiting end user” it will send an automatic email to them every X days asking them to get in touch. Then on the X day, the ticket will close automatically.   

9
Daniel Söderlund
Skilled Expert
2 months ago
M
Apprentice
Moshe NitzaniApprentice
asked in Public Sector – London User Network

Closed ticket - Automation

HelloI would like to send an automated email when a ticket is closed, back to the Requester (Customer) and Bcc the message to another email address. Using Automation I could not see a way to do this.  When trying to use Forward, I was unable to enter {{ticket.requester.email}} place holder in the email field. Is there a way to set something like this up?BestMoshe 

8
Pankaj01
Community Debut
2 months ago
KerriCross
Apprentice
KerriCrossApprentice
asked in AI & Bots

Bot Conditions - Else statement not working

Hello, I am quite new to bot building so I hope someone can help.I have created a flow where a reference number is collected. This has the following regex validation applied:(700000[0-9]|70000[1-9][0-9]|7000[1-9][0-9]{2}|700[1-9][0-9]{3}|70[1-9][0-9]{4}|7[1-9][0-9]{5}|[89][0-9]{6})I have then created a condition where if the response is valid you to go dialogue 12.2, else dialogue 12.4.Where a valid reference number is entered this works as intended, however if something else is entered this is not going to 12.4, instead it is just asking for the reference again (12.1) leaving you stuck in a cycle.Is there something I have done wrong? How can a you get out of this cycle without entering a valid reference? 

1
Aniket
Community Debut
2 months ago
simmondsjon
Top Contributor
simmondsjonTop Contributor
asked in Analytics, Reports & Dashboards

Analytics report cutting off

Hi, we have a timesheet report in Analytics. It has a lot of rows but when running the scheduled export it exports 1 page of the report and cuts off all the other rows. How do I get the report to export all of the data in the analytics report (like the old Time Sheet Summary used to do).ThanksJon

2
Daniel Söderlund
Skilled Expert
2 months ago
R
Contributor
RMG.TDAContributor
asked in Employee Onboarding

Input of PowerShell commands in Microsoft Active Directory Orch for User Creation

Hello everyone,For my internship at our company I am going to automate a lot of stuff for our helpdesk and as a starter I’m building an Employee Onboarding Automator using Microsoft Active Directory Orch.I’ve built it very similarly to the sample use case delivered by Freshservice but unfortunately I’m not getting the results I hoped for so far using placeholders.I am wondering if I can enter flat PowerShell cmdlets like the one below into fields, for example for the field user_principal_name in AD User Creation:$UserPrincipalName = ($GivenName + "." + $Surname).ToLower() + $DomainTo get the result john.smith@company.local for example.Does the app just accept the command as raw input? Or do I need to dress this up somehow?

0
R
Contributor
2 months ago
Medula
Apprentice
MedulaApprentice
asked in How do I....?

Help with chatbot (FAQs)

Hello,I’m new to Freshworks in general, and need help with Chatbot. I’m having a difficult time finding a documentation or proper instructions on how to integrate FAQs in Chatbot, so that the customers will click the question in chatbot and receive answers without the involvement of support team.If any of you have a documentation or a set of instructions on how to do it, I’d be very thankful. 

1
Surya_narayanan
Community Debut
2 months ago
yvettecohen
Community Debut
yvettecohenCommunity Debut
asked in How do I....?

Seeking Advice from the Freshworks Community: Integrating with WordPress

Hey Freshworks Community!I hope this message finds you all well. I'm reaching out with a query and hoping to tap into the collective wisdom of this amazing community.I have a client with a WordPress website https://easystatuscheck.com/ offering SASSA status check services, and we're exploring the possibility of integrating Freshworks tools to enhance their overall customer experience. Feel free to drop your thoughts, recommendations, or any relevant resources in the comments below. If you prefer a more private conversation, you can also reach out directly. We're open to collaboration and excited to learn from the Freshworks community!Thank you in advance for your insights. Looking forward to hearing from you!Best regards,Yvet

1
Iamsmith9809
Community Debut
2 months ago
Charles Roye
Community Debut
Charles RoyeCommunity Debut
asked in Employee Onboarding

Navigating Challenges in Novel Work Environments

As we continue to adapt to the ever-evolving landscape of our work environments, I find myself pondering a nuanced question that I believe merits our collective insights and experiences.Given the dynamic nature of contemporary workplaces and the rapid integration of technology, how have you successfully managed the balance between embracing innovation and maintaining a sense of stability within your professional roles? Additionally, what specific strategies or tools have you found most effective in fostering resilience and adaptability among your team members during times of significant change?

1
Charles Roye
Community Debut
2 months ago
LukeC
Apprentice
LukeCApprentice
asked in Project and Workload

Freshservice Project Module Constantly Hanging/Unresponsive

I have started using the Project module over the past weeks and more often than not I tend to hit this once every hour or so which then leave me in a state in which I cannot continue the work I’m attempting to complete.Is this a known issue, and if so how do we remedy?  I know others are experiencing this also, using various web browsers.

0
LukeC
Apprentice
2 months ago
F
Contributor
FSEnthuContributor
asked in Portal/Knowledge Base

Hide/Disable the Reply Box on the Support Portal when ticket is closed

Is there a way to Disable/Hide the Reply box on the support Portal when the ticket Status is closed?I can setup a workflow that to send email to customer when user adds comment on the closed ticket. But that’s a secondary. Primarily, user should not able of reply on a closed ticket or the REPLY box should be disabled or hidden.

7
B
Skilled Expert
2 months ago
N
Apprentice
ntourtillottApprentice
asked in How do I....?

Changing From Email for Change Module Only

For the email notifications that get sent either through the workflow automator or the email notifications built in FreshService, I want to be able to send using xxx@company.com , but it defaults to using the primary mailbox. Is there a way to update this?

3
Daniel Söderlund
Skilled Expert
2 months ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Ticket & Workflow Management

workflow that can read an email header

Has anyone tried to write a workflow that will take an email and extract the Sender’s email address into a variable.e.g. when John Smith sends an email into Freshservice, John is made the requester.  I want to capture that function as a variable. TIA! 

4
Daniel Söderlund
Skilled Expert
2 months ago
R
Skilled Expert
RazorSkilled Expert
asked in Automations

Forcing Note From Agent

Is it possible to force Agents to add a note to a ticket through automation?I want to make it so that if an Agent escalates a ticket to a specific Agent Group that they are forced to populate a note on the ticket.I can see many ways of adding a note to a ticket through automation but none that force the Agent to populate the contents of the note, is this sort of functionality possible or should I be adding a mandatory text field to the ticket fields?I’d rather not do the latter as it’s just duplicating built-in functionality for the sake of it.

6
R
Skilled Expert
2 months ago
W
Apprentice
winston_mascarenhasApprentice
asked in How do I....?

Freshdesk UI structure

Hello everyone, Is there a way on how to access or reference elements such as the navigation bar within the manifest.json file. Could anyone please provide guidance on how to locate the ID/Class or any reference material that outlines the structure of Freshdesk's UI?I'm currently configuring the UI, and I've noticed that the default location for my app is set to the ticket sidebar. However, I need it to be displayed in the navigation bar instead. Any help?For instance, the attached screenshot, we see that the Custom side bar apps titled Big-Ben, Big Byte and Try -4 are all present on my ticket sidebar, I want the same when published to be visible below the Settings icon on the left side of the page.Hence need to know if there is any documentation that can be refeered to, where i can get the class/reference name to navigation bar,sidebar etc. 

0
W
Apprentice
2 months ago
Harshvitha
Apprentice
HarshvithaApprentice
asked in Freshdesk Integration

integrations with 3rd party application to freshdesk

Configure a serverless app to sync basic contact details from 3rd party application data to Freshdesk on user or contact creation. Custom script is needed for the creation of custom App  

0
Harshvitha
Apprentice
2 months ago
B
Top Contributor
brendonhTop Contributor
asked in Assets

Can't select a vendor

I am entering a new asset.The Vendor drop down shows no vendors (but I have some loaded).If I add new above the vendor drop down, I can add a new vendor, and it then populates the field.However, if I add new and enter an existing vendor, I am told it is a duplicate.So I know that the vendor table is being validated against when adding a new one, but it isn’t populating the drop down for selection purposes.

1
eeha0120
Skilled Expert
2 months ago
M
Skilled Expert
mhallSkilled Expert
asked in Getting Started

mutiple business hours in a group

We have a group that consists of 20 agents and half work an early shift and the other work a late shift. How do we incorporate having the SLA follow and early and late shifts?if I could apply two different business hours to one group, that would be ideal but I don’t think that’s possible. I can’t be the only person that has this issue. Is there a work around?

9
B
2 months ago
McGr
Apprentice
McGrApprentice
asked in Employee Onboarding

Creating AD Users based on custom request form

Very much a newbie to this, but absolutely struggling to figure out where to begin.  I’ve created a custom service request form for employee onboarding. With many custom fields to boot.  Two such fields would be “New Hire First Name”, and “New Hire Last Name”but this is what’s confusing. From the documentation surrounding the AD orchestration app it would seem I could use a filter to pick up the data and deliver it into the payload. But how do I do this?The examples show {{ticket.ri_cf_name}} however, does that mean I should use request.ri_cf_Employee_first_Name or is there a different way to identify the fields used in the form that I want to use? 

2
McGr
Apprentice
2 months ago
Kaley White
Contributor
Kaley WhiteContributor
asked in Quality Assurance

Error 505 when submitting Freshworks Community topics with tags

I contacted support about this, and they recommended that I post it here for Freshworks developers. When I attempt to submit a topic with several tags, I get a 505 “internal server error.” Two HAR files are attached: one for a successful submission using two tags, and one for a failed submission using three.

0
pelorustech
Community Debut
2 months ago
mirizymny
Apprentice
mirizymnyApprentice
asked in How do I....?

Portal Customization

On my freshdesk Homepage I have a white box above the footer and I do not know how to delete this or customize it. I cannot find anything in the branding settings. Please find a screenshot attached. I am looking forward for any support! Thank you so much!

2
mirizymny
Apprentice
2 months ago

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