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2179 Topics

M
Skilled Expert
martin.jSkilled Expert
asked in Employee Onboarding

Ability to hide old fields on Employee Onboarding

Over time, fields on the Onboarding form are no longer required, but deleting them deletes the actual object and so all previously logged forms will loose that data.Is there a way to HIDE fields on the form? This is possible on Service Requests, but cannot find in Onboarding. This seems like a very simple request, but it’s frustrating have old unrequired fields on an Onboardiong form that we have to try and label to inform people not to fill in….

4
D
Apprentice
4 days ago
A
Apprentice
AreMahsApprentice
asked in Automations

Automatic License assignment with Workspaces

Hi all, I am trying to follow this guide: https://support.freshservice.com/en/support/solutions/articles/50000003387-sample-use-case-for-azure-ad-orchestration-app-m365-license-assignment-during-onboardingWhich would allow Freshservice to create a user, then assign license(s) based on the new employee’s job title. I’ve gotten the automatic user creation to work, but when I try to follow the steps for automatic license assignment, I’m running into issues.  My issue is that “Custom Objects” is only available under specific workspaces (i.e. not under global settings). Therefore, when I try to create a workflow automation under “Global”, the custom objects that are within specific workspaces aren’t listed. It also seems that the workflow automation doesn’t work when it’s under a specific workspace (allowing me to use the custom objects) as opposed to “Global”.Hopefully this question makes sense, I’m still new to Freshservice. Let me know if I need to provide any additional details. Follow

1
LiamLucas
Apprentice
2 months ago
BKlisarski
Apprentice
BKlisarskiApprentice
asked in How do I....?

Add Required Date and Time to the tickets view

Hi,in the “tickets lists” would be great if you add the option:“Required Date and Time” field, so the column can be add shown see when the ticket is actually required.   Example: Tickets list (https://support.freshservice.com/en/support/solutions/articles/50000000126-understanding-ticket-views)Contact State Status Priority Assigned to Created Date Required Date and Time   Thanks.

1
BKlisarski
Apprentice
4 months ago
A
Apprentice
ashurjApprentice
asked in Automations and Workflows

Automation to reopen Ticket but not merged tickets

Hey all!!So currently our company just started using FreshService. We do NOT currently allow users to use the portal and tickets are created via email to our support email.The default auto reopen ticket automation does not work with this setup. I did find a setup that somewhat works and that if a ticket is Updated then it reopens the ticket if the status is closed but this causes some issues when we merge tickets it will auto reopen the merged ticket that auto closes on merge. Any help would be great!!

2
zachary.king
Skilled Expert
4 months ago
fredjclaus
Apprentice
fredjclausApprentice
asked in How do I....?

Changing email address

I made a mistake when I set up the Freshdesk account. Now all my personal emails are being created as new tickets.  How do I either change the email address to get mine out, or delete the entire account so I can start over? 

0
fredjclaus
Apprentice
5 months ago
P
Contributor
paulj1202Contributor
asked in How do I....?

Editing Forms in Freshdesk

Hi I have a form that a customer (requester) fills out.Once completed the form is received by the assessor.The assessor then has some other fields to fill out (at the bottom of the form) and then the form will go back to the requester.The questions are can the fields at the bottom of the form be hidden from the requester  until the form is submitted by the requester and then the assessor fills out the fields and sends the form back to the requester? if this is not possible, is it possible to format the actual form to have a red box around the fields saying “ to be completed by the assessor” can the details of the form be embedded in the ticket so when the form id submitted the assessor can see all the information in the actual ticket and not down the right hand sideThanks in advance Paul

3
P
Contributor
5 months ago
msconfig87
Skilled Expert
msconfig87Skilled Expert
asked in Knowledge Base

Search order of Solution articles - how to promote a solution?

Hi. We have some articles which are more important for certain keywords than other.For example if someone types iPhone, then the Enrollment articles should be on the top.How can solution articles be promoted to be displayed more prominently? (search optimization) 

1
eeha0120
Skilled Expert
6 months ago
mp3
Contributor
mp3Contributor
asked in Ticketing & Agent Productivity

Delete incoming mails or move them into a note

For our communication it is normal that an outgoing mail from Freshdesk to the customer has minimum one cc to our sales engineer and some times several cc receivers from customers site.It happens often that one or more receivers send an auto answer (out from office). It is also possible the my sales engineer gives me internal information asa reply on my email to the customer.In both cases occurs the same problem:all these answers disturb the communication about the origin support issue. the internal communication will be added as a reply in Freshdesk and the customer can see it. - it happend few times.My request is:I can I delete those interfering messages simply by click the trash butten (as it is possible already for notes). I can easily transform or move the internal communication into a note.  (so it will not be included in the mail contents nor visible in the web-login from customer site)And a funny and nice gimmic on top could be that Freshdesk recognizes auto-answers and does no

5
mp3
Contributor
5 months ago
S
Contributor
shrikiniContributor
asked in Apps and Marketplace Integrations

Developer Portal Issue: Unable to upload Custom App

After I select/drag the zip file which I need to upload the Save button is still grey and not enabled.Need help since this is on the portal. 

2
S
Community Debut
6 months ago
M
Contributor
mattmadduxContributor
asked in Messaging Channels

Contact Center number in Freshchat SMS

Several months ago I was told by support that you will eventually be able to use your Contact Center number in Freshchat over SMS. Is there any info on when that will be available? SMS was an important part of my workflow before switching to Omnichannel and I would like to start using it again.

5
M
Contributor
6 months ago
SamanthaCathcart
Apprentice
SamanthaCathcartApprentice
asked in Portals, Emails & Other Channels

Proactive Outreach - Get it to the Inbox

In testing this new feature (which I am very excited about) I noticed that the emails do not show directly in the customers inbox, rather they get filled away and filtered out. Any ideas on how to fix? I’ve had to resort to mail merge to ensure our customers see emails and would love to take advantage of this feature - but it’s a low hit rate for me. 

2
K
Community Debut
1 year ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Automations

Filter JSON

Hello, I need a way to get the ID by filtering the value on the subject ( ya I know it’s a bad field to use)Can’t see a way to do it with the JSON parser node.  { "onboarding_tickets": [ { "id": 23989, "created_at": "2023-03-13T10:03:11Z", "updated_at": "2023-03-13T10:03:16Z", "subject": "Onboarding for - Starting: 2023-03-27 [#SR-23989]", "responder_email": "info@mail.com", "status": 2, "parent": true }, { "id": 23990, "created_at": "2023-03-13T10:03:12Z", "updated_at": "2023-03-13T10:03:15Z", "subject": "1. HR ONB for - Starting: 2023-03-27 [#SR-23990]", "responder_email": "", "status": 2, "parent": false, "predecessor_ticket_id": null, "successor_ticket_ids": [ 23991 ] }, { "id": 23991, "created_at": "2023-03-13T10:03:12Z",

3
Daniel Söderlund
Skilled Expert
1 year ago
E
Apprentice
ellietechApprentice
asked in Getting Started

Agent Notification Customization

Is it possible to have the new ticket notification both email/in Freshservice go only to a few agents in the group vs. all the agents in a group? 

1
eeha0120
Skilled Expert
1 year ago
B
Apprentice
Bart De RidderApprentice
asked in How do I....?

New Dutch translations in Freshdesk

Hello,We noticed some recent changes in the Dutch translation of various elements in Freshdesk. Unfortunately, some of these new translations are of rather poor quality. Below are some of the changes we noticed, there may be more. English Original Dutch version New Dutch version Quality Pending In behandeling In afwachting OK, both “In behandeling” and “In afwachting” are fine. Tickets I’m watching Tickets die ik volg Tickets die ik aan het kijken ben Poor. “Tickets die ik volg” is better. Add note Notitie toevoegen Aantekening toevoegen Poor. “Notitie toevoegen” is better Tickets I raised     Tickets die ik heb geopend Tickets die ik heb opgehaald Poor. “Tickets die ik heb geopend” is better.  Could the bad translations be turned back?The change of “pending” is fine, since “In afwachting” can both be interpretated as “being handled”

2
R
Community Debut
1 year ago
zhdd
Apprentice
zhddApprentice
asked in Ticketing & Agent Productivity

Filtering new ticket in Freshdesk

Right now we can know how many open tickets inside Freshdesk, but from the total open tickets, how can we know / filter “total of open because of new ticket” and “total of open because of reopen”? Please advise.

3
jim.stephen
Community Debut
1 year ago
lasergojira
Apprentice
lasergojiraApprentice
asked in Portals, Emails & Other Channels

outbound email blocked

Hi,I cannot send any outbound emails. Have been seeing issues since last friday, this is major functionality that is not being resolved… I have tickets open, and they all say they are looping in team, What do I need to do? I set up DKIM, forwarding emails through freskdesk to my gmail, and it seems to work, then stop working.  I’m currently a trial user and it’s a bit troubling to see functionality like emails not working and wondering if I should look elsewhere for helpdesk. Thanks for any help on this.

1
Pooja Bernice
Community Debut
1 year ago
MikeStadlman
Apprentice
MikeStadlmanApprentice
asked in Analytics, Reports & Dashboards

Freshdesk Reporting

Hello! So we are getting pretty hounded on reporting and I just had a question for this situation.I was wondering does reporting for First response time start when assigned to any group or agent? Or, does the timer start for each specific agent or group assigned? i.e.Ticket comes in after business hours so it goes to an After hours group → at 8 am the service desk team grabs the ticket and responds immediately → If the first response technically did not come until 6-7 hours after ticket creation, but did come immediately after assigning to a new group. Does the service desk group get hurt with a 6-7 hour first response time? Or is it a fresh timer when assigned to a new group? Any and all answers are appreciated :)

1
Juliana Rozario
Community Manager
1 year ago
D
Apprentice
dberry4712Apprentice
asked in Analytics, Reports & Dashboards

How to add Description to a Custom Report

I want to include the ticket description on a custom report but I can’t find DESCRIPTION as a ticket field to select.

3
Keer
Community Debut
2 years ago
NOG558
Apprentice
NOG558Apprentice
asked in Ticketing & Agent Productivity

Some Freshdesk tickets not populating for some agents.

Myself and a few other colleagues have been having an issue where some tickets don’t populate on a specific agent’s Freshdesk unless it’s searched for manually. To counter this happening all notification/alerts are active, cache/cookies are cleared. Even with all this, the new ticket (which a random but specific agent can’t see) is not being alerted  in notifications to the affected agent.  I’m just wondering if this is a known bug and if there is also a workaround to solves this? Kind regards, N 

2
Keer
Community Debut
2 years ago
charmar
Apprentice
charmarApprentice
asked in Automations and Workflows

Round Robin Group Assignment

I am looking for a way for tickets to be randomly or round robin assigned to groups.For a bit of context - we are a Helpdesk that is fully staffed by volunteers and they all take the same type of tickets. The reason for having different groups is that we are introducing supervisors who will each have their own team of volunteers and we want them to have their own groups to make it easier for them to measure their teams performance. Therefore it’d be great if tickets could be assigned to ‘team 1’ then the next one to ‘team 2’ etc. Any ideas on a solution for this?

0
charmar
Apprentice
2 years ago
Mark_Stenning
Apprentice
Mark_StenningApprentice
asked in Analytics

Scheduled report attachment changed from .xlsx to .xls since 28th July

I’m raising this here because I’m not getting much progress with Freshervice Support.I had a scheduled report, ran once a day which emailed me an excel spreadsheet of all assets of a certain type. I then used this to update a powerBi report. Note: I don’t use the analytics API as I need to use custom fields which are not exposed on the API yet.Anyway, this was running perfectly and produced an attachment in .xlsx format.Since the run on the 28th July these attachments have been .xls format and won’t open (giving an invalid file format error).The scheduled report hasn’t changed.I’ve amended the schedule to include my personal email address as well as my organisation one to rule out any corporate format or security issues and I get the same results on both. Has anyone else had this or a similar issue?

1
rajagopal.baladhandayutham
Community Manager
2 years ago
S
Top Contributor
Secrecy7919Top Contributor
asked in How do I....?

How to export tickets in a readable format

Hello! I was wondering if there was a way (or if something was on a roadmap somewhere) to export tickets in a readable format such as PDF? I know that you can export the whole account, specific ranges, or individual tickets, but those all have undesirable outcomes or limitations. Account export only creates XML/JSON files which is potentially helpful if migrating to another service but it doesn’t let you view it if needed (which we need to occasionally).  Ranges only have basic ticket data like Ticket ID, requester, Status, Type, etc, but they don’t have any conversations or the initial description. They also only export as CSV or Excel formats. Individual ticket options only include printing which is its own mess. Since we have a lot of fields on a bunch of request types, printing the ticket proceeds to include ALL of these potential choices in the file as well as the conversations and ticket info. Additionally, the print margins can’t be changed and text along the edges gets cut off

3
Yusuf Ahmed
Community Manager
1 month ago
baumgaertner
Apprentice
baumgaertnerApprentice
asked in API and Webhooks

Integrate Freshdesk Support Pages in my Website

Hi, i setup a “Help-Center” by the Freshdesk Support Pages. I started to edit the template.The Help-Center is only FAQ, nothing else.Whats the fastest way to implement this Freshdesk Support Center into my website? CNAME: I know i can setup a subdomain and modify the CNAME Con: Editing the template is really hard. I want also the header and the footer from my website there. API: I know i can get the content from freshdesk via API. But i want to keep the search-bar and the “Was this article helpful?” question. Is this possible through the API? iFrame: This is very ugly but it should work. Do you think so? Do someone knows a better solution?What would you do in my situation? Thanks in advance.

2
thebangaloredhaba
Community Debut
1 month ago
S
Top Contributor
Secrecy7919Top Contributor
asked in Analytics, Reports & Dashboards

Can't share an Analytic report with anyone as account admin

Hello! I (and others in our helpdesk) have encountered an issue with trying to share a report created in the Analytics tab. When I go to the share button in the upper right of the screen, I get the list of users or groups to share the list with. When selecting what I want there is no way to save my selection. I am an account admin and I tried adding a regular user and another account admin but nothing worked. Like I mentioned, I am not the only one with this issue. Any help would be appreciated.

4
Daniel Söderlund
Skilled Expert
21 days ago
G
Apprentice
GSPApprentice
asked in Portals, Emails & Other Channels

ReCaptcha cookie & domain configuration for Widget

Hello,I've recently modified the Content Security Policy of my website by removing https://www.google.com as an allowed domain to be used.I've replaced that domain with https://recaptcha.net, which, according to their documentation, provides the same functionality while reducing the cookies that may be set by the www.google.com domain. You can find more information here: https://developers.google.com/recaptcha/docs/faq#does-recaptcha-use-cookiesHowever, since making this change to the CSP, the widget no longer functions.I have a couple of questions I'd like to ask:1. Is there any way to configure the widget to use https://www.recaptcha.net instead of https://www.google.com?2. Is there any possibility to configure the widget to use ReCaptcha V3? This new version is simpler and less intrusive for users.Thank you in advance.

4
A
Community Debut
3 months ago

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