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Unanswered questions

2174 Topics

C
Skilled Expert
cgcts
asked in Ticketing & Agent Productivity

disable mouseover popup on ticket view

is there any way to disable the popup box when I mouse over any item in the ticket view window ? Sometimes they dont disappear and I have to mouse over other things to get them to go away so I can read whats under the popup box. It’s so irritating and I can live without any of the popups, so I want them disabled. ...Or is this something I have to install a popup blocker in my browser and blacklist part of our freshdesk page ?

3
R
Community Debut
1 year ago
G
Top Contributor
gdavid16Top Contributor
asked in Portal/Knowledge Base

custom page

i saw a previous post (3yrs ago), but any option to build a custom page in freshservice?it would be great to create more customized forms, also to display data that isnt available in freshservice.  

3
scroogee
Community Debut
1 year ago
T
Contributor
TobyContributor
asked in Ticketing & Agent Productivity

Conditional Single Line Field based on Dropdown field (no sections)

I have multiple teams split within an instance via sections. This is so that they can have individual ticket fields by team.Currently, I have a Dropdown within a team section. I would like a solution that allows me to have a Single-line Text Box appear conditionally if the value of the Dropdown is equal to ‘Other’Usually, I would use sections to arrange, however you cannot have sections within sectionsSince I require a Single-Line Text Box, I also cannot use a Conditional Field to resolve this Any ideas on how this can be created? Or an alternative? I have a pro license

3
vinothkumar.manoharan
Skilled Expert
1 year ago
J
Apprentice
JulienMApprentice
asked in Ticketing & Agent Productivity

change default field in forms

Hi,I want to know if it is possible to change the default field when I create a form.the field Requester ask me for mail and name but I want to separate those two informations in two independant fields. But I can’t remove the default Requester field, even if I have others fields in my form.Is it possible ? thanks

3
R
Community Debut
1 year ago
adhuston
Apprentice
adhustonApprentice
asked in Automations

Post XML using Web Request Node

Dear Fresh Community,I am working on an integration with our Jamf Pro environment, but am running into a road block I’m hoping someone can help me with.  I’m calling an API which only accepts XML when doing a put method.  The Web Request node only appears to allow you to use JSON.  Has anyone done something similar where you’re submitting xml to an API through the Web Request node?Thanks,Andy

3
R
Contributor
12 days ago
R
Apprentice
Rastory728Apprentice
asked in Assets

Agent with Asset Service Awareness

I am able to look up users “currently logged into” various assets just fine, but my Agents get a banner warning saying they need “Service Awareness” in order for that to work for them? Where would I add that setting into their profiles?

3
eeha0120
Skilled Expert
1 year ago
C
Apprentice
ClarefoxApprentice
asked in Freshdesk – Manchester User Network

Need a Freelance Expert to set us up!!

Hi Manchester Group. Could anyone advise me how I can hire a freshdesk expert to set us up?  Honestly i find all this confusing and just need it correct from the start so seeking a expert for a freelance project.  Also looking into the fresh sales to see if this will help my team! 

3
C
Apprentice
1 year ago
Solakug
Apprentice
SolakugApprentice
asked in Ticketing & Agent Productivity

"All Tickets" list/view only shows tickets opened this year

Hi,I have an issue with the "all tickets” view/list which only shows tickets from this year.Since 1st Jan, all tickets opened before 2023 have completely disappeared from this list unless I specifically add a filter range of dates ( on desktop )The “ All unresolved tickets “ is still doing things correctly though, showing me all unrelsoved tickets even from 2022.My problem though is that I mostly use freshdesk on android and often need to check / refer myself to past, closed, tickets when I interact with the users I offer support to. However the android app has no apparent filtering possibilities other than selecting the default ticket lists.So my “ all tickets” view/list is completely useless, showing me only the tickets opened during 2023, when I would like to actually see “ALL” tickets, open or closed, of my whole helpdesk, of all time, as implied by the list name.Only exceptions from this list in my opinion should be deleted tickets obviously and maybe tickets marked as spam since

3
Jebas
Contributor
1 year ago
Issam.ben.khelifa
Apprentice
Issam.ben.khelifaApprentice
asked in Portal/Knowledge Base

Adding views in self service Portal

Hi All,Is it possible to customize the tickets view on Self Service Portal ?I need to add specific views for Incidents et Service Request with specific filter.ThanksIssam

3
A
Community Debut
1 year ago
paddyb79
Apprentice
paddyb79Apprentice
asked in Automations and Workflows

Workflow and Formatting

Hi Community  if i set a workflow in my case the alert via Webhook to Teams how can i format the text with some basics like “new line” after some fiels oth just that the text looks a bit better readable?

3
Daniel Söderlund
Skilled Expert
1 year ago
cward
Contributor
cwardContributor
asked in Getting Started

Massive amount of spam referencing Freshservice out of nowhere

Out of nowhere this afternoon we have received almost a thousand emails referencing various  freshservice URLS in our ticketing system:+2.975 ETH for you from system - Learn more here => HTTPS://ippfesilesg8.freshservice.com+2.975 eth to your ballance from airdrop - Learn more here >> plixenmuife.freshservice.com+2.975 eth for reward from system - Confirm -> HTTPs://mreinnz41.freshservice.comI checked our email service and they aren’t coming through there, I’ve tried adding rules to automatically move them to spam but none are working.  Did you guys get hacked??????!!!!

3
Daria
Community Debut
1 year ago
vedk
Apprentice
vedkApprentice
asked in Portals, Emails & Other Channels

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.  

3
S
Community Debut
1 month ago
M
Apprentice
myatesApprentice
asked in API and Webhooks

Custom field not returned via API

Hello,  We have a number of custom fields in the companies table that return successfully via the API. Recently we added a new custom field and it is not returning any values through the API https://companyname.freshdesk.com/api/v2/companiesThe new custom field was added 3 weeks ago.Any ideas as to why the new field may not be coming through?ThanksMatt

3
Jebas
Contributor
1 year ago
T
Contributor
TassiloCContributor
asked in Automations and Workflows

How to assign a ticket to a company created by an agent

In our Freshdesk the agents create tickets as well via email. These tickets, where the requester is an agent, are not assigned to any company, as agents are not assigned to companies.How can I assign a company to such a ticket, where the requester is an agent?

3
B
Community Debut
1 year ago
V
Apprentice
VDV_ADIApprentice
asked in Portals, Emails & Other Channels

Customizable widgets

We have 4 widgets embedded on 4 different websites, two of them as "simple contact form" and two as "advanced form with ticket fields". Now we want to change a simple widget and add another (dropdown) field. But the simple widget cannot be edited. And the extended contact form or the individual ticket fields (under "Admin - Ticket fields") cannot be edited without the changes also affecting the other two widgets. But this should not happen. Is it possible to define per widget which ticket fields should be used? Unfortunately, we have not found a simple way. I did a little search on the internet and it looks like yes it is possible, but only through "Admin - Portals". But we also have only one "Admin - Portal".Is there another way to simply add another field to the simple contact widget? We are no developer, so it would be very helpful if we can get a detailed step by step instructions on how to do that.Thanks in advance.

3
S
Community Debut
1 year ago
mimiller
Apprentice
mimillerApprentice
asked in Utah User Network

Service Catalog - software and access requests

hello everyone new member to the Utah user group and new FreshService admin. Any good ideas or best practices regarding building out a Software catalog and access requests?

3
manns
Skilled Expert
1 year ago
barbq
Apprentice
barbqApprentice
asked in Getting Started

How do I create tickets automatically from any email?

Hi, This is the most basic question I think. How do I configure emails/replies to be sent to who ever sent an email? right now people are sending emails but there are not getting replies with the ticket number. 

3
jim.stephen
Community Debut
1 year ago
cardboard
Apprentice
cardboardApprentice
asked in Automations

api_key template replacement fails

HiThe template replacement code does not work for our custom app.let options = { headers: { Authorization: "Basic <%= encode(iparam.api_key) %>", 'Content-Type': 'application/json' } };Response:•    "Error while substituting the templates"•    status: 400•    errorSource: "APP" We would appreciate your insights on what we’re missing.The `options` are used when using `client.request.get`.

3
weishen412
Community Debut
1 year ago
Pripri
Apprentice
PripriApprentice
asked in Deals and Pipeline Management

Leads on december 2022?

Does it exists leads in the current app? Because i was not able to find that option but I watched on the youtube explanation videos

3
sattar11
Community Debut
4 months ago
bitsy
Apprentice
bitsyApprentice
asked in API and Webhooks

how to create a "follow up" ticket

Hi, everyonefirst of all, sorry for my bad english and sorry in case the question has already been asked. I don't know how that means what I'm looking for, so I'll just call it a follow up ticket. I have the type offer in my tickets. if a customer requests an offer, we create a ticket and the ticket remains open until the customer has decided on the offer. if he refuses, the ticket is closed and everything is ok. But if he agrees, I don't know what the best solution is. it's mostly about hardware and a service. From my point of view, I should close the first ticket with the offer and create a second ticket for the installation. is there a way to automate this? that the ticket is closed, but another ticket is created from the closed ticket? or is it better to keep the open ticket and change the type of offer on order? I just think that the evaluation of the tickets will then be somewhat falsified.

3
S
Community Debut
1 year ago
R
Apprentice
Rastory728Apprentice
asked in Analytics

Senior Leadership Status Reports

I have a couple of Senior Leaders that would like to get daily/weekly status reports (via email?) for their specific Work Groups. I certainly don’t want to assign them “paid” full Time Agent Status, but they also don’t need to see EVERY group or Department from Fresh Service. Are there any notes, or instructions on how to accomplish this in an automated fashion?

3
B
Skilled Expert
1 year ago
O
Apprentice
oliver.wardellApprentice
asked in Automations

Workflow logic

Hi I’m trying to create actions/tasks from an employee onboarding form. The form has several “check boxes” for a user to select requested services/software.The problem I have with the logic in the automator is if a user checks “Field A” to be true, it doesn’t check for “Field B”, unless I create an incredibly complex automation.Is there any way of “looping back” into the next step in the automation, if that makes sense? In the example below, the automation won’t check if the user is agency/contract if “line Manager” is selected to be true:  I’m curious to know if other people have seen this and how they have approached the issue Thanks

3
zachary.king
Skilled Expert
1 year ago
SabineMa
Apprentice
SabineMaApprentice
asked in How do I....?

pass language as parameter to freshdesk

Hi, we host a saas solution. There, the user can decide for the whole application in englisch or application in german. We do also use freshdesk and there, we do also have the pages in englisch and in german. What we now want is the following (imho obvious):When the user from our application opens a help page, the freshdesk page should be in the same language as the application (english or german). Easy would be to just pass the language as a parameter in the url. I did not find anything about this and ask for help here.RegardsSabine 

3
SabineMa
Apprentice
1 year ago
Kristof Gielis
Contributor
Kristof GielisContributor
asked in Automations

Status open when requester replies

Hello we are new to freshservice and used to work with zendesk. There was default behaviour in which the status of an incident would change to ‘open’ whenever a requester or CC replies using the portal or mail. We tried to set up a workflow automator doing exactly that, but we can’t seem to get it to work under all conditions. Only when a reply was sent through the portal, the status changes to open. When a reply is sent through e-mail or public note it doesn’t seem to work.We would also like to include the freddy thank you suggestion.   

3
J
Skilled Expert
1 year ago
eve062692
Apprentice
eve062692Apprentice
asked in Ticketing & Agent Productivity

Show Activities on Feshdesk

Hi,On the “Show Activities” feature on freshdesk, is there any way we can export those activities for all ticket within certain created time?Thank you

3
R
Community Debut
1 year ago

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