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Kate EBApprentice

asked in Ticket & Workflow Management

Filter Resolved by Customer Responded Ticket state

I would like to be able to see all tickets in a Resolved status that have Customer Responded in the State. This doesn’t seem to be possible from the existing filters. Ideally I want to see this as a widget on my dashboard rather than all resolved tickets with a customer responded automatically re-opening.

joshvengleyContributor

asked in How do I....?

Field Manager: Incident Form - Add Call back number field for after-hour/weekend based on days of week and time

Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends? We currently have a ‘Call Back number field’ that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored. We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted. Has anyone had any luck with creating such a field, or is that an ‘enhancement’ we would need to request to Fresh to see if they can implement at some point?Thank you for your time.Josh

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).

ops-sapporoApprentice

asked in Automations and Workflows

Error when editing an automation rule

Hi,I got an error “Check the rule configuration” when trying to edit “start_date” and “due_date” in an automation rule that already exists and has been edited hundreds of times.It started on 8th April, 2022.Prior to that, I have been editing the rule every morning and I’ve never got this error.Can anyone tell what is going on?

mikeproApprentice

asked in How do I....?

Frontegg SSO integration blocked by Freshdesk?

Team is trying to setup SSO with Frontegg authenticator. Frontegg explains we are being blocked by Freshdesk for some reason… has anyone experienced this and have some troubleshooting steps? I have reached out to support in the meantime.

JohnPainterApprentice

asked in Analytics

Ticket Created Metric

Hi All,I hope someone can help. In our instance of Freshworks, I cannot create simple ticket reports as many metrics are missing. One I need is the ‘Ticket Created’ metric so I can produce some simple reports around aged tickets, tickets coming in and being raised, open, and closed. I have to admit, its a shame this is not just a standard option within reporting.Would anyone be able to shed light on what to do to create or make the metrics appear, please? Thank you!

mikefirstaidApprentice

asked in How do I....?

Some tickets created by email are landing in spam

We moved from one type of form to another, and now some of our enquries are landing in spam, even though there’s nothing “spammy” about them. I can’t find a “rule” where we can set that anything coming from our website forms should not be marked as spam.New form is Fluent Forms in WordPress. The other form that we didn’t have this issue with is Formiddable. How do we prevent this from happening?

jayjay29Apprentice

asked in How do I....?

Editing Custom CSS for Web Chat

Hey everyone, hope everyone in the community is well!I’m a new customer to Freshworks, FreshDesk and FreshChat so I’m learning my around each of the systems stage-by-stage.I do have a question in regards to the Custom CSS Editor, within the Web Chat settings (Within the Freshchat product)I have already inspected various classes, and applied those styles in to the CSS Editor, and used the !important flag as a way to overrule specific styles, but I am a little confused, to whether the preview of the chat embed (I’m referring to the preview panel of the chat window) should be updating in real-time as I’m applying my Custom CSS updates?As it seems no matter which custom styles I am implementing, nothing seems to be updating in terms of the style of the chat within the preview panel.Am I missing a trick somewhere? Ideally, I’m wanting to change the ‘div.body’ background colour through targeting that specific class.Does anyone have any pointers on how to achieve this? I have searched around

REH62Apprentice

asked in Knowledge Base

Edge/Chrome won't display embedded iFrame PDF in Freshdesk but will in Freshservice

I am migrating a plethora of PDF documents from an old knowledge base and trying to embed them in new solution articles using iFrame. Freshdesk editor appends “sandbox="allow-scripts allow-forms allow-same-origin allow-presentation” which results in Chrome and Edge displaying “This page has been blocked by Edge”. If I do the same thing in Freshservice with an embedded iFrame PDF it works perfectly in Edge and Chrome and the editor does not append sandbox settings to the end of the code.Is there a setting in Freshdesk that I can turn off to prevent the code being appended?Thanks in advance for any assistance.

panksiApprentice

asked in API and Webhooks

generateTargetUrl() generates url that is common for whole space

as said in the title,The hook url that was generated for me was baseurl//event/hook/freshdesk for example.How do external events work then, is this hook tied to the space or to the each installation?will it fire 35 times if 35 agents use the app?

david.sobeyApprentice

asked in Automations

Automate Status Page Incidents

Hi, is it possible to automatically raise a status page incident based on some other event?For example, if Freshservice receives an alert from the NMS, raise an incident to indicate degraded performance on the Local Network

Vignesh RajApprentice

asked in Automations and Workflows

Automate a reply message to the WhatsApp users

Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.

apellotApprentice

asked in How do I....?

Two end-users cannot attach pictures to tickets

Two users on my network are unable to send picture attachments along with their tickets. Those are all the details I have as of now. Any general ideas where to begin in Fresh Desk?

HPPApprentice

asked in Automations

DateTime Validation & placeholders

So I am in the process of automating some offboarding and onboarding work and idk if I'm running into a weird bug / edge case or if i am miss using functions and expression builds, but I'm essentially try the isolate the last work date and the request and get the difference in hours , so i can set a timer for that many hours to complete next steps. but tapping into the offboarding placeholder requires initial formatting because it comes in MM-DD-YYYY format but most the date/time functions require YYYY-MM-DD despite both being labeled as iso. I tap into the liquid filters with date and am able get my conditions to test but when i try to extract the difference be ticket date and last work date tapping directly into the datetime placeholder from offboarding and formatting with liquid filters I'm getting wild inaccurate negative numbersdiffInHours({{current_date_and_time}},'2024-11-09T11:45:00Z') = 43 *This Work diffInHours({{current_date_and_time}}, {{ticket.offboarding_request.actor_1.c

MaxJApprentice

asked in Portal/Knowledge Base

Requester able to mark ticket as closed (shared ticket)

Hi! I’m not sure if this is a bug, but it seems strange to me. If you share a ticket with a requester it seems like they are granted the ability to mark that ticket as closed in the portal. From the perspective of the requester to whom the ticket was shared: Then, when you reply from here you can not delete the message in freshservice even as an admin: Any idea what is going on here? I cannot seem to find an option to remove the “Mark ticket as closed” for requesters for shared tickets.

HBussApprentice

asked in How do I....?

How to hide the popup "out of office"?

When I have set “out of office”, a popup appears in the corner down right. It hides a button “update” and i cannot close it: How to deal with it?Thank you for helping.

SaraleungApprentice

asked in Marketing Automations

Freshsales Suite Email Campaign cannot receive reply emails

I have set up an email marketing campaign via Freshsales suite. The campaign could be able to send to target list of recipients which I have created. However, once the recipients reply to the sender email, none of their replies are delivered to sender’s email. It clearly indicates that their replies are successfully sent but from my end (sender) I could not be able to receive any of them. How could I be able to solve it? Thanks.

shs_tim.hobsonSkilled Expert

asked in Ticket & Workflow Management

Source field showing a a number in emails

We have “SOURCE” shown in our notification emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below. Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?

NikkiMierApprentice

asked in User Management

Is it possible to set user permissions to limit email format editing?

Hi everyone!Just getting used to using FreshSales and understanding how this awesome tool can benefit our team.Even the basic email tool is rather dynamic...and almost TOO much so.My question, is there a way to set permissions to simplify the formatting options in emails? Our team has a tendency to copy + paste many pieces and parts together in to emails and it seems as this can lead to the emails looking rather poor sometimes!Instead of teaching folks out to clean it all up, and not have 14 fonts & 4 font sizes and everything all mixed up...is there a way to have a default setting, not matter the content that is copied in?Thank you! :)

TintinSkilled Expert

asked in Portals, Emails & Other Channels

Ticket Fields disappeared from ticket forms portal

Hi, Does anyone here experience the disappearing fields in ticket forms portal but visible in ticket fields? Thank you

RobustDesignApprentice

asked in Apps and Marketplace Integrations

LinkedIn Data Used to Keep CRM Updated

Dear Freshworks Community, BackgroundI have freshly gotten Freshsales as our main CRM and we have imported a 1000 contacts and 400 accounts into it. The data on these contacts is unfortunately relative scarce but we have for 800 out of the 1000 contacts the LinkedIn profile field filled out. ProblemNow we would like to use LinkedIn to fill out for example contact fields like email or phone for these 800 contacts with LinkedIn. In addition to that, it would be awesome if we could keep these contacts automatically updated through LinkedIn. Is there any way to do this without programming a plugin or so? Maybe there is a software tool out there enabling us to do that? Additional FeatureThe perfect feature would then be to have a way to automatically create new contacts/accounts in Freshsales through LinkedIn sales navigator. But I guess that is even harder to achieve then the other problems. Did someone have the same problem and found a solution for that? :) Thanks for your help,RobustDes

Hazeljames_00Apprentice

asked in Getting Started

Spotify Insiders – Assemble to Shape the Future of Spotify Music!

Calling all Spotify enthusiasts! Just like the Avengers, Spotify is looking for its most passionate listeners and influencers to join our Spotify Insiders program. Be the first to experience new features, share feedback, and help shape the future of Spotify. Whether you love creating playlists or discovering new music, this is your chance to influence Spotify’s journey while building your personal brand. Ready to join the movement?

vilvaathibanpbApprentice

asked in Portal/Knowledge Base

Serverless Event when Solution article is updated

Hello,I would like to know is there a serverless event that gets triggered whenever a solution article is updated or created ? Or is there any other way to know whenever there is a change in a solution article?

The CenterContributor

asked in How do I....?

freshdesk support

How do I report a bug to Freshdesk? Support lets me go in and make a ticket; but when I go to submit this is what I get:“We are sorry. You have been restricted from accessing this helpdesk page.” Kind of strange that an app that is about processing bug reports doesn’t even let you report bugs…

AndyRussellSkilled Expert

asked in Ticket & Workflow Management

FreshService change management - buttons and rejections from CAB

Hi, we’re just starting to try to get automation working within FreshService change management. Two queries have emerged so far. For the email notification to CAB members, we want to remove the approve/reject buttons at the base of the email but still allow email approval by replying with the words approved/rejected etc. on the first line. If we uncheck the box for email approval on the notification the button disappears but we can’t then reply to approve/reject. So question is more about whether the underlying code can be customised. Reason is the buttons launch wrong mail client sometimes or wrong version of mail client on some machines. We have an approval workflow set to two CAB members with either able to approve, and this works OK. But for the rejection of changes by CAB, BOTH have to reject for the workflow to pick up the change being rejected and the workflow to kick in. If just one rejects, then the rejection gets logged into the change ticket but change stays at awaiti

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