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2178 Topics

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satyam2711Apprentice

asked in API and Webhooks

How to merge Contacts in bulk

How to merge contacts in bulk , Currently i need to merge contact one by one

RuslanApprentice

asked in API and Webhooks

Load of tickets more than 30 000 using Freshdesk REST API v2

Account has tickets more 30 000 items. Using Freshdesk REST API v2 I can load max 30 000 tickets (max page number: 300 and max 100 items per page). How I can load all tickets?

tegus23Apprentice

asked in Assets

Unable to Add inventory once Purchase Order set to received

I am having an issue that once the status for Purchase order is set to received and all items are accounts for, the Add to inventory button remains greyed out. I have tried created associate ticket and adding as part of the asset received and adding as associate. ut Adding assets to inventory as part of Purchase order remains greyed out. I am an admin with full access

sundermanncApprentice

asked in Ticket & Workflow Management

Filter tickets based on two items?

Hi,We are new to FreshService. I’m getting my views set up for ticket lists, and have apparently run into a basic feature that FreshService can’t do.I need to see two kinds of tickets in my ticket list. 1) Tickets which are assigned to me and also 2) Tickets which are assigned to a building. Seems like this should be easy, but support chat says it’s not possible.I can create a filter on the right for tickets which have me as the agent, and I can create a different filter which have tickets that have my building (which is “Valley”). But I can’t create a filter that will show me tickets that have EITHER me as the agent OR Valley as the building.Maybe I wasn’t describing it right to the support agent. Does anyone have a way I can achieve this or is this a shortcoming of the software?Thank you!

cdemartiniApprentice

asked in Freshdesk – London User Network

Customer Scoring

Company is interested in setting up customer scoring. Any points in the right direction would be appreciated!!

WarrenMSApprentice

asked in Apps and Marketplace Integrations

GDPR Personal Data Retention - Is there a way to automatically 'forget' users/customers by time?

Morning all,It looks like Freshdesk will basically hoard user data until I tell it otherwise. One of the key points of the UK GDPR is that Personal Data (i.e. names and emails) can only be stored for as long as necessary, however, they could be sitting in Freshdesk indefinitely unless we go in and manually ‘forget’ them.Is there any mechanism for automating this? The ideal solution would be time and status based, so a user whose tickets are all closed is ‘forgotten’ after 6 weeks?Thanks,

J.VanApprentice

asked in Portal/Knowledge Base

Customizing navigation menu and cards in the support portal

We have been trying to make some small adjustments to our support portal and are struggling with the content in the side navigation menu and cards. None of my team, myself included, are versed in HTML so we’ve been doing all of this in a sort of reverse engineered manner.Before going further, I should note that we are on the Growth plan, which has a more limited scope of customization.So far, we’ve used scripts in the footer as outlined in this post to change the content of our cards while retaining their ability to display based on the level of access the requestor has. However, we have not been able to change the order in which the cards are listed. From what I can gather, I believe that this is controlled by the array that is referenced but I have not found where that lives. As for the navigation menu, I believe that we can apply the same/similar kind of script in the header to change these items, but I’m not sure what elements need to be changed/referenced for this to work.

Hoppers13Apprentice

asked in Automations and Workflows

Cognitoforms - Freshdesk link

hi all, newbie here, please do we know how to link a cognito form to freshdesk? ideally we want to auto assign the tickets to a specific group (team in freshdesk) to notify the appropriate people. Any help greatly appreciated, i have already created a test form in cognito forms with around 5-6 fields. i have inputted our general freshdesk email account address too but when i run a test sumission on cognito side, no ticket is raised, am i missing something? thanks in advance, Mike

athomasSkilled Expert

asked in Automations and Workflows

Is there a way to have a note not automatically reopen the ticket?

A customer facing note - a reply/forward should definitely reopen the ticket. However, our private notes that we leave for ourselves, are very annoying when they reopen the ticket. Is there a way to disable this feature, without interrupting the public note that needs to reopen the ticket?

afautleySkilled Expert

asked in Assets

Asset Discovery agent - servers

We have installed the Freshservice Discovery Agent on one of our servers in our external datacentre. it has pulled it back as the asset type “desktop”. is this normal behaviour? should it not pull it back as asset type “server” there notes say they discover “laptops, desktops and Servers”.

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?

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.

Arvind RamamurtiSkilled Expert

asked in Johannesburg User Network

Agent Roundtable at 5PM SAST tonight! Tune in!

Hey everyone! You might remember me from the event in Johannesburg- it was so great to see you all there :) As mentioned at the event, the idea is to keep the conversation going and we intend to keep providing you with content that matters. In this spirit, we’re hosing an Agent Roundtable on the Community today at 5PM SAST. It’s on Zoom so feel free to join us on your way back home for a nice conversation you may relate to, and hopefully learn from!Join us to Learn how you can spread good teamwork remotely and on-site Hear real-life examples of how a helping hand has made a substantive difference in the happiness of a team Explore tools you use within Freshdesk/Freshchat that can help you be a better team member and contribute to your community RSVP here

Al DownieApprentice

asked in Automations and Workflows

Multiple automations per agent group?

Hello - I have around 15x groups in my Freshdesk instance. One of these groups has created an automation that issues a custom email notification on creation of a new ticket. They’d also like to create a 2nd rule that assigns a ticket to a particular agent, if a keyword is included in the title. BUT… it seems that whichever rule comes first in the queue, stops the next rule from working. How can we build multiple automations for a single group?Thanks,Alastair

grantpattenApprentice

asked in Apps and Marketplace Integrations

White-labeling with Freshdesk

My company provides technology solutions to external clients. Sometimes we have a channel partner who resells our services to their end users. We have found the multiple portals option to be very handy so we can brand ourselves as our channel partner when their customers open a case in our portal. Question: is there a way to do the same thing with email signatures - where the signature on our agents’ outgoing email responses will match the branding of the portal that the client is coming in through?

shivani.12Top Contributor

asked in Workflows and Automations

Sales Automation

The responsibilities of a sales manager are vastly different from that of a sales rep. From increasing revenue and profitability to ensuring the team meets targets, a lot rests on their shoulders. How do they manage so many tasks simultaneously during the busiest quarter of the year? The answer lies in automation. So what are some sales automation features to keep an eye out on?

WQOliviaContributor

asked in Automations

How can I go back to the planning stage after a rejected approval in a change?

Hello! If a change is requested for approval, and then rejected, we cannot then request approval again or even close the ticket. I would like to set up the workflow to do this. I have tried doing something like this: But it only lets me set the status back to awaiting approval, it does not allow me to actually overwrite the rejection and send the approval to the same person. How do I overwrite that rejection/cancel the rejection and either set to close or set to awaiting approval (and subsequently sending the approval request again)?

JTAVOLAROSkilled Expert

asked in Apps and Marketplace Integrations

signifigant lag in running scenarios

Has anyone noticed a significant lag in deploying scenarios on a ticket, like literally 10 minutes? It doesn’t happen constantly, but frequently enough to make an impact in my helpdesk’s productivity.Yes, I have checked the computers experiencing this, and verified the internet speed… everything is fine, and all other cloud apps are running smoothly.

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

BretMCApprentice

asked in Ticketing & Agent Productivity

iPhone HEIC Uploaded Images To The App - Can't Open On iPhone

This seems like a simple issue that must have been addressed somewhere. Please let m know if it has.When we upload an image to a ticket on the app from an iPhone, it is saved as “HEIC” format. If you try to open that uploaded image in the ticket on an iPhone, it jumps to a browser, asks you to download the image and then doesn’t do anything. Are there any “hacks” out there? Thanks in advance!

JonnyThinApprentice

asked in Assets

Converting a SR to an incident wipes out the data

We are able to re-classify a SR as an incident, but when we do, a built-in automation automatically wipes out (deletes) any of the user entered data which was captured in the service request. How do we avoid this/retain the data in the ticket?

BECOME1Apprentice

asked in Freshdesk – Berlin User Network

VAT invalid when we want to pay!

Hi, we want to pay for the growth plan, but our VAT is shown as “invalid”, why? It is registered and correct number! Help please

YossyApprentice

asked in How do I....?

Vimeo links not working

I am having problem with my Vimeo link showing as a black square on my KB. I have tried adjusting privacy and domain settings on Vimeo but it still says “There is no video.”Is there something I have missed out ?

mike.bTop Contributor

asked in Ticket & Workflow Management

What Stops Subsequent Workflow Rules From Running?

I’m having trouble finding info on exactly how the workflow automator rules run (or not).My understanding is that when an event occurs, all workflow rules for that event are executed in order:Actions performed by workflow rules do not trigger new events of their own (i.e. rule 1 cannot make a change that triggers rule 2 to run) Changes made by workflow rules are visible in subsequent rules (i.e. a value changed in rule 1 can be used in rule 2)It seems like there are some cases where rule processing stops, but I haven’t found documentation as to why. For example, Rule #1:When a reply/forward is sent by the requester - if the ticket is Resolved and the reply contained ‘#close’ - set the ticket to Closed. Rule #2:When a reply/forward is sent by the requester - if the ticket is Resolved or Closed - set the ticket to Open. Rule #1 is above Rule #2 in the order. Both rules work fine on their own, but when rule #1 is fired, rule #2 does not. (To be clear, this gives the behavior I want - I

Mahdi A.Apprentice

asked in API and Webhooks

Tuya & FreshDesk

Hi,I was wondering if there is any possibility to match, through an API or not, Tuya with FreshDesk. We want to centralize tickets coming from an app (using Tuya) in FreshDesk with the others tickets, coming from the website or social media ? What are the others possibilities that FreshDesk API can afford ? Thanks

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