Unanswered questions

2171 Topics

Widget - possible to show ALL solution articles?

Is it possible to have ALL of the solution articles in the help wiki show in the widget? - Like a Table of Contents? There are “suggested topics” currently, but how are those processed/chosen to be shown? Is there a way for someone to see all topics and use the widget as the complete support solution instead of having to open up to a whole new web page?

10 months ago

HannahWApprentice

asked in Portals, Emails & Other Channels

Up to date list of free themes for portal?

Hey, Does anyone have an up to date list of free themes for Freshdesk Portal? I’ve found one thread but the links don’t seem to work so could do with an updated list Thanks

10 months ago

shannon.mejiaSkilled Expert

asked in Getting Started

Sandbox Management

We are new to Freshservice and we have 3 admins. We have been thinking about how we can be sure the Sandbox isn’t overlapped with the other admins making changes. There is no way in Freshservice to see who created the Sandbox and who is working in it. How do you guys manage the Sandbox with multiple admins? I want to ensure we don’t delete the Sandbox when others might be using it, or making changes in Sandbox that would affect other changes being tested, etc.

10 months ago

kwan_kwan_12345Apprentice

asked in Portals, Emails & Other Channels

Where to edit New Activity email?

I got an email titled “New Activity” as follows: I want to change the content of this email but can’t find it in Email Notifications -> Agent Notifications.Can anyone tell me where it is?

10 months ago

shannon.mejiaSkilled Expert

asked in Getting Started

Adding Decription to List view

Anyone had any luck adding “Description” to the Ticket List view instead of or in addition to “Subject”?

10 months ago

shannon.mejiaSkilled Expert

asked in Getting Started

What is a "Response"?

We are new to Freshservice, so I apologize for a very elementary question. For the SLA Response Time, what constitutes a response? We have incidents we have added a note and assigned an agent, but still shows pst due on response. I am not sure what trigger marks it as “responded”. Thanks!

10 months ago

afautleySkilled Expert

asked in Assets

Auto update asset departments

We have come across a problem where if someone moves department the assets associated to that person stay in the same department. We update our departments in AAD and then use AAD sync to update our departments in FreshService. When a department gets updated the assets follows the user and therefore the users department should change in the assets as well. I’m hoping this is a bug and not something that got overlooked. Has anyone else come across this problem and what are they doing to remediate it?

10 months ago

JenovaApprentice

asked in Automations

Automating Asset Creation via Service Request

I'm getting increasingly more frustrated by the amount of clicks I need to perform to get anything done in this system. My workflows are incredibly simple and the system cannot seem to accommodate any of them.Workflow #1: Some employees are on site and need HID cards. HID cards are provided 1 at a time by the building, activated for parking, passed to HR, HR tells me the card number and what door access level to give them. Now, i need to track who has a card so we know to get it back or disable it if they get terminated.Problem #1: I set up a service request associated with this asset. When i click fulfill asset, it tells me i have no HID Cards in stock. No way to disable this stock #. Ok fine.Problem #2: Attempt to make a workflow to create the asset based on the ticket ... and there's no way in the ticket workflow automator to do anything with an asset?I'm not going to go into the system and manually stock a card every time one of these tickets is submitted. Is there an actual soluti

11 months ago

yasserBApprentice

asked in How do I....?

GDPR assistant

Hello,Please can anyone tell me exactly if this application “GDPR assistant” https://www.freshworks.com/apps/freshdesk/gdpr_assistant/can delete a contact’s informations (email, phone, name, ….) without deleting the ticket properties that have been created by this contact, and change them to “ticket created by anonymous” or something like that ?Thanks,

11 months ago

Mary's teamApprentice

asked in Portals, Emails & Other Channels

Inquiry on Freshdesk White Labeling Options

Dear Freshdesk Team,We are interested in white labeling options for Freshdesk. Can you provide information on customization possibilities, including our logo, colors, and visual elements? Is it possible to use our own domain? Can we remove or minimize Freshdesk branding in the user interface?Thank you for your attention. We look forward to your response.Best regards,

11 months ago

michaelmartelSkilled Expert

asked in Assets

CSV from Service Request Details

I’d like to be able to create a CSV file from details from a Service Request. Any apps or tricks to accomplish this?

11 months ago

michaelmartelSkilled Expert

asked in Getting Started

Advanced Freshservice Training

We’re looking for options for training our Freshservice admins on all the features in the Workflow Automator, APIs, web requests, JSON, expressions, etc. I believe Freshworks is leaving a lot of money on the table by not offering training such as this. We would easily pay several thousand dollars per person for training so we can fully utilize our system.Since Freshworks doesn’t offer this, can anyone suggest a training course that would get us up to an advanced level?

11 months ago

mike.bTop Contributor

asked in Automations

How can I get all Employee Onboarding fields (workflow or API)?

Hello!Our employee onboarding process is just HR → Reporting Manager, asking each for information. However, the display of the collected information in the ticket is a little… lacking (it’s a two-column layout, not easy to set the order, paragraph fields are collapsed into a single line...) I set up a workflow to add a private note to the ticket with the fields we want in the format we want… it works great for most fields, but not all of the fields are available as placeholders - the paragraph fields are not listed as options.I decided to see if we could pull the fields from the API instead, but no luck.Pulling from https://[domain].freshservice.com/api/v2/onboarding_requests/[num] the ‘fields’ objects lists the fields (including the paragraph fields), but only the ones for the HR step - none of the Reporting Manager-filled fields are included. So my questions are…Is there a way to access onboarding paragraph field placeholders within a workflow? or Is there a way to pull ALL (HR and

11 months ago

maloktSkilled Expert

asked in Assets

Disassociate Products with Discovered Assets / Delete Products with Associations

In our Product Catalog, we don’t want to display every single product model that our discovery agent finds. For instance, users should be able to select “Standard Computer” instead of having to go through 30 different Dell models that are in the Product Catalog because we have so many models in production. Dell comes out with a new model every other day, it seems. Same thing for Printers… we prefer to just list “Standard MFP” or “BizHub” instead of the 40 other printer models found in discovery.Is there a way to disassociate/delete/hide products in the catalog, and/or block or configure the discovery agent to only use a high-level category of “Desktop” “Printer” … ?

11 months ago

yankeestomApprentice

asked in Ticketing & Agent Productivity

Schedule a ticket

We get automated emails from our payroll system to deactivate a user when they leave the company. In most cases, this needs to occur on a future date, as the employee may have given a two week notice. I can set the “Resolve by” date to reflect the proper termination date, but when I change the status of the ticket to “Scheduled”, the resolve date disappears and is replaced by “Scheduled”. How can we set the status to Scheduled, but leave the “resolve by” date visible so we know when to go back to the ticket to complete it?

11 months ago

maloktSkilled Expert

asked in Apps and Marketplace Integrations

AD Authentication Does not Accept Nested Groups??

We created an AD security group for Fresh_Requesters and Fresh_Agents that provide the appropriate permissions in Freshservice. Does Fresh not allow nested groups to authenticate? Do we really have to add each individual user to the Fresh groups, because a nested group like “All Staff” doesn’t seem to work. Is there a place to manage this?

11 months ago

maloktSkilled Expert

asked in Portal/Knowledge Base

Knowledge Base - Set URL to Specfic Category

Can we change the link behind the Knowledge Base button on the portal home page? We want it to go to a specific Category when users click into the Knowledge Base. For instance, we have hidden the “Popular Articles” category from the menu list, but the page still defaults to showing only Popular Articles./* hide "Popular Articles" from Home > Solutions page*/#solutions-category-list > li:nth-child(1){ display: none;}We want the “User Portal” category to launch as default when clicking Knowledge Base from the home page, so can we take its URL and set the home page Knowledge Base button to that instead?

11 months ago

PriyadharshiniApprentice

asked in Automations and Workflows

Will 'Ticket Update' event trigger when the custom field is updated?

We need 'Ticket Update' event to be triggered when updating the custom field update. We are not getting the same custom field name in the event payload. Because the custom field name is different from the ticket get API.Kindly help us on this.

11 months ago

Perry.gyApprentice

asked in Portals, Emails & Other Channels

why is there no signature when i forwarded an email ?

When we forward an E-Mail within the threads there is no signature. But if i reply on a ticket there is one. Is there a way to set this

11 months ago

semiilaApprentice

asked in Portals, Emails & Other Channels

Failed to load templates. Error: "Failed to retrieve associated credentails."

Does anyone have any insights into this error? The only connection I can think of is that I changed the email address for the owner/administrator from one at an old domain I no longer have to a different one at a new domain. Once I did that, the error began to pop up. I am however able to log into the portal and manage everything I need just fine. Thanks for any direction you can give.

11 months ago

oravecApprentice

asked in Apps and Marketplace Integrations

Azure Proivision

I am trying to mapped our Source Attribute value EmployeeID from Azure to fresh service target attribute name and everything I have tried will not display it in fresh service, is there a field I need to setup within fresh service? I created under the user fields a Employee # field, but it will not auto fill it when the provision is run.

11 months ago

HeatherM14Top Contributor

asked in Automations

Automated Agent Removal

Does anyone have a workflow they are using to alert their team when an employee with Agent access in Freshservice leaves the company? Right now it’s a pretty manual process for us. We currently use Workday as our HR tool.

11 months ago

Steve SmithApprentice

asked in Portals, Emails & Other Channels

Predicted email options

Hi,Is it possible to turn off predicted email addresses when sending or replying to a ticket?Example - replying or forward within a ticket - typing ‘dav’ and a list of all contacts that contain ‘dav’.Thanks

11 months ago

skip63Apprentice

asked in Ticketing & Agent Productivity

AD Orchestration Update User

Can someone explain if this feature will allow me to update AD fields not directly exposed in thew “update user” custom_attributes: Custom attributes in JSON string format. Eg. '{"skypeid": "demo.id", "isactive":true, "empid":1001}'I would like to update the “comment” field in AD would the syntax be?

11 months ago

flavio.castroApprentice

asked in Automations

Ticket Automator multiple approvers

Hey folks,I need to find a better way to create a workflow where will trigger 5 different department to request approval.I have a Service Catalog with a MultiSelect field, where the user can select the systems from 5 different department, for each department I need to send an approval request, however I'll have 120 different combinations to cover all possibilities.Any ideas how to create a easy workflow?

11 months ago

Page 41 / 87

Unanswered questions

Badge winners

Join the Community

Social Login

Sign in to the Community

Social Login

Scanning file for viruses.

This file cannot be downloaded