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122 Posts
Armohammed
Apprentice
ArmohammedApprentice
asked in Employee Onboarding
OnBoarding - Check Box auto ticks when selecting items

We are in the process of implementing Onboarding and have noticed that FreshService has an odd behavious of auto checking a checkbox when clicking on an item.  For example, if the user selects an app and OnClick it will expand the service item and display its description which is great! We want the user to be able to read the info on whether the item is required for them or not but the checkbox is automatically ticked. We dont want this as the user may or may not know if the item is required and merely trying to read the description auto selects the item.  I guess is there a way to change this behavious using JS and portal designer?

90
Armohammed
Apprentice
1 day ago
Z
Apprentice
zefredApprentice
asked in How do I....?
Differrents group assignment based on email

Hello,I try to use 2 specific email address to create tickets in Freshdesk.The first email address must create ticket assigned to group “A” and the second email address must create ticket assigned to group “B” but then 2 email address create ticket in group “A” 

423
innoxentwarrior
Community Debut
2 days ago
S
Apprentice
spelofskeApprentice
asked in IT Operations Management
Status page per company?

We are able to set up service portals per company, each with their own company specific URL but haven’t seen anything related to company specific status pages.  Would be great to specify IT Operations → Services per company and have those companies services listed on their own distinct status pages. Has anyone figured out how to handle either company specific URLs (don’t think we can just reuse the same CNAME entry for each domain due to the SSL).

324
Roxwell
Community Debut
2 days ago
W
Apprentice
wesleydbApprentice
asked in Ticket & Workflow Management
How to add a location field to a department

Hi,Is there an option to show a custom field under departments in the ticket fields?As an example, I want to add a dropdown menu with all the locations. If a requester is added to the department that it also automatically gets this location added.So that when the requester creates a ticket the location is automatically included in a ticket field.     

142
zachary.king
Skilled Expert
2 days ago
S
Apprentice
sagejacesageApprentice
asked in How do I....?
How do I fix an APK not installed?

If you are trying to install an apk via local storage ( ie, not via Google play store ) ; then go to settings : security : check allow installation of apps from unknown sources. Now try installing the apk.Apk Influx

171
J
Community Debut
2 days ago
donia_ats
Contributor
donia_atsContributor
asked in Portals, Emails & Other Channels
snippet problem

Hello,I have a problem. I’m doing a redesign of the Freshdesk user portal based on the MINT theme. The old code to display tickets is as follows: “<section class="ticket-page">  <div class="container">    <div class="ticket-toolbar pull-right">      <a href="{{ portal.ticket_export_url }}" data-target="#export-modal"          id="ticket-export-button" rel="freshdialog" class="d-hide"          data-submit-label="{% translate portal.tickets.submit_export %}"          title="{% translate portal.tickets.export_ticket_data %}">        {% translate portal.tickets.export %}      </a>    </div>    <div id="ticket-filter-container">      {% snippet ticket_filters %}    </div>    {% snippet ticket_list %}  </div></section>” When I copy and paste in the redesign of this part, the list of tickets is displayed well but the snippet of the filters appears but does not work. (Click in the void) Why ?  

40
donia_ats
Contributor
2 days ago
D
Apprentice
Dave KershawApprentice
asked in Ticketing & Agent Productivity
Self Service Portal Templates

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. 

864
S
Community Debut
2 days ago
RobCrossHM
Skilled Expert
RobCrossHMSkilled Expert
asked in Contacts & Companies
Bulk Delete Contacts

We have thousands of contacts setup who have never created a ticket with us.  In 2025 we’re launching our customer portal, and I only want to invite people who have previously logged a ticket, rather than all people who were migrated from our previous system.Is there a way to easily identify which contacts have never logged a ticket, and delete them?

375
M
Community Debut
3 days ago
GlennP
Apprentice
GlennPApprentice
asked in Employee Onboarding
Onboarding Request Visibility in the Support Portal

Is there a way to allow all users within our HR department to see all Onboarding requests ? At the moment, when a HR user logs into the support portal and requests a new employee all of the tickets are created and that request is visible in the support portal under onboarding requests. However, if another HR user logs into the support portal they cannot see that onboarding request and they will occasionally submit another request for the same new employee. If there was a way to allow an entire department see all Onboarding requests, that would be awesome but I can’t find anyway to do that. Am I missing something ?

47711
W
Community Debut
3 days ago
M
Apprentice
MatterLApprentice
asked in Apps and Marketplace Integrations
Azure AD Provisioning stopped working

We’ve been using the Azure AD Provisioning for about half a year now without any issues. However, we just noticed that it’s basically failing every user creation and update and has been for several weeks now. The last successful user creation we had was on Jan 8th. A few updates have been successful in the past few days as well, but other than that it’s been a constant stream of failures in the provisioning logs. All updates provide the error:Error Code: UnSpecifiedError message: Processing of the HTTP request resulted in an exception. Please see the HTTP response returned by the 'Response' property of this exception for details.All creations provide the error:Error Code: FreshserviceInvalidValueError message:Meanwhile Deletion and Deactivation result in the same error as the update, the UnSpecified HTTP request exception.

70
M
Apprentice
3 days ago
K
Skilled Expert
KJCSkilled Expert
asked in How do I....?
Connect FreshService to PowerBi

Hello, everyone!I'm new to working with Power BI and Freshservice, and I’m looking to connect the two in order to create a ticket analytics report/dashboard for senior leaders in our organization. Since I’m just starting out with this, I would greatly appreciate any guidance or advice on the steps I need to follow to achieve this integration.Additionally, I’m wondering if I would need any specific account permissions or roles in Freshservice to access the necessary data for this task. Any tips, resources, or insights would be incredibly helpful.Thank you in advance! 

110
K
Skilled Expert
3 days ago
K
Contributor
kbisignaniContributor
asked in Getting Started
Freshdesk Free Plan

Good morning,I’m curious if anyone has any insight...  I work for a small school district and about 11 years ago I signed up to Freshdesk’s Sprout plan.  It was, at the time, 3 agents free “for life.”  Which, thanks to the Wayback machine…Source: https://web.archive.org/web/20130811230239/http://freshdesk.com/pricing/free-support-software Turns out, that fit the bill for me and my two colleagues and, 11 years later, we remain three and continue to use and love Freshdesk to support our teachers. I received an email yesterday stating that “Effective November 15, 2024, we will reduce the number of agent licenses included in the Freshdesk Free Plan from ten to two.”  I’m assuming I’m getting this email because I’m technically on the free plan, but when I check my dashboard, it still shows that I’m on a “classic” plan with only three seats available to me, not ten. My question is, does this apply to us?    We never had 10 available agents, it’s always been three “forever.”  I know companies

5189
jsuit
Contributor
3 days ago
W
Apprentice
wadeheadApprentice
asked in How do I....?
Is coding help to make websites like apks ?

How does coding benefit us in daily life?Does it only apply to tech jobs, or can it improve problem-solving in other areas?Share your thoughts on how coding makes life easier!Does it only apply to tech jobs, or can it improve problem-solving in other areas?By the way, if you're into useful apps, check out https://myhonista.com/ for great APKs!

30
W
Apprentice
3 days ago
ManonHag
Apprentice
ManonHagApprentice
asked in Ticket & Workflow Management
Bug yellow box in response? Not a note

Hey, In some tickets we are experiencing our answer in a yellow box. After that all our answers are in a yellow box and the answer is no longer visible in the ticket when the client uses the portal. We are not using notes, just replying. It doesn’t happen all the time in all tickets. Hope you can help. Best regards, Manon

201
B
Skilled Expert
3 days ago
Vinnnn
Apprentice
VinnnnApprentice
asked in IT Operations Management
Migrating Salesforce data to Freshservice

hello community,I would like to know the possible options on how to migrate data from Salesfrom to Freshservice. 

131
B
Skilled Expert
3 days ago
L
Apprentice
loranzasmith1Apprentice
asked in News and Innovations
Best 5 tips for how to play Swertres result today?

"Swertres" is a popular lottery game in the Philippines, where players select a combination of three numbers from 0 to 9. If your chosen numbers match the winning combination, you win a prize. Here's a step-by-step guide on how to play "Swertres":Swertres result today ez2result today stl result today 4d lotto result 6d lotto result

1573
T
Community Debut
3 days ago
M
Apprentice
martinj_ukApprentice
asked in Ticketing & Agent Productivity
400 note limit (private & public) interactions

Has anyone else hit the 400 maximum number of public/private notes on a ticket?I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket.Nothing in the last few release notes that I can find

252
kubernetesdashboard
Community Debut
4 days ago
dionneChelini
Apprentice
dionneCheliniApprentice
asked in How do I....?
Remove background from Floating Chat Widget

Hello,I’ve embedded the chat widget on my site, but I’m experiencing difficulties applying custom CSS to remove the white background from the floating widget. I’ve tried targeting various classes but haven’t been successful so far. I’ve included images to illustrate the issue and would appreciate any assistance you can provide.Thank you!

60
dionneChelini
Apprentice
4 days ago
BLaRue1443
Contributor
BLaRue1443Contributor
asked in How do I....?
Seeking Recommendations for a Permanent Test Environment in Freshdesk

Seeking Recommendations for a Permanent Test Environment in FreshdeskOur team is in the process of setting up Freshdesk, and we’re looking for the best way to maintain a permanent test environment, as an alternative to the Sandbox feature. While the Sandbox is useful, it is designed for temporary use, and we need a test environment that can remain active indefinitely.Key requirements for this test environment include:The ability to create and test dummy tickets without losing data. Seamless integration with external tools and systems to mirror real-life scenarios. Isolation from the live environment to avoid any unintended impact on live operations.We would love to hear from other Freshdesk users who have implemented a permanent test environment. What solutions or strategies have worked well for you? Are there specific configurations, workflows, or tools you would recommend for this purpose?Thank you in advance for your input and suggestions!

313
RobCrossHM
Skilled Expert
4 days ago
S
Apprentice
SPLENDID WApprentice
asked in Portals, Emails & Other Channels
Sorting tickets based on contacts

Hello!Is it possible to sort tickets by contacts, e.g. using the provided name or email address of the contact?Or alternatively to have an overview of the number of tickets / tickets when viewing all contacts.We usually have several tickets from the same contact and overviewing them or sorting through them would be easier if we could sort tickets based on contact info.Greetings!

1805
julia.a
Skilled Expert
4 days ago
S
Apprentice
SP006
asked in Portals, Emails & Other Channels
Email notifications not sending on submission of new ticket

We’ve recently started experiencing an issue whereby email notifications for both internal support group members and the requester are no longer being sent/received on submission of a new support case via email.Email notifs are being sent when actions are being taken on the ticket (e.g. status updated, etc.) however not on submission (which acknowledges that the ticket was received, alerts team members of a new case, etc.)I’ve seen references to possible sending issues caused by Freshworks imposed blocks due to high spam volumes (which we’ve been experiencing). Any help from an official Freshdesk agent on the matter would be greatly appreciated.

30
S
Apprentice
5 days ago
L
Apprentice
LM.AZGApprentice
asked in Automations
Keep tasks open when ticket is closed

When an (incident) ticket is closed, the linked tasks are also automatically set to "closed." As far as I know, this is hardcoded. Is there any way to bypass this?Use case: We often receive incident tickets where the necessary changes or actions only need to be executed in a few months. In such cases, we create a task with a due date and receive a notification when the due date is reached, so we can reopen the ticket and address it. However, this doesn’t work as the task is marked as "completed" when the ticket is closed.We don’t want to leave the ticket open for months, as no actions are needed in the meantime.I haven’t found a solution through flow automation. Does anyone have an idea or alternative suggestion (e.g., working with a calendar)?

604
F
Community Debut
6 days ago
M
Apprentice
mymukApprentice
asked in Ticketing & Agent Productivity
Ability to change state in a freshdesk ticket

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.

115512
H
Community Debut
6 days ago
Megawhatt
Apprentice
MegawhattApprentice
asked in Assets
Purchase Orders and Adding Items to Inventory

I recently started using Purchase Orders and I’m having an issue when adding the items to inventory.  When I manually add items to Inventory it will pick up warranty info from whatever Vendor I select but it doesnt when adding to inventory from a PO.  Like for instance if I manually add a monitor it will apply the 3 year warranty I have set on the Amazon vendor.  When I add a monitor purchased from Amazon thru a purchase order the warranty info does not get entered.  Is this how it is supposed to work?

2232
charlesbrown1x
Community Debut
7 days ago
L
Skilled Expert
lkeyesSkilled Expert
asked in Automations and Workflows
Contract Writing Workflow with Freshdesk Growth or Pro

Hi…we’re looking to use Freshdesk as a Contract Development workflow,  and I was wondering if it was possible to have multiple levels…currently  we have 7 or so agents on the Growth Plan, and I was wondering if it might be possible  to add 3 agents to a Pro plan.   Reason for this scenario, is we’d like to have the ability to have “Parent - child tickets”  which I see are only available on Pro as well as Article Versioning.   I was thinking we’d establish “groups”.  1 for our current IT helpdesk group and 1 for the Contract group.  Or is it more practical to have two completely separate sites, with different plan levels?  Any insight you have on this would be helpful.  Do you have any clients that are using Freshdesk in this way?   

141
madhusingh0906
Community Manager
7 days ago

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