Skip to main content

Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

Freddy AI Agent Unleashed: Drive Effortless, Always-On Assistance

(Thu, 5 Dec, 4:00 pm)

Community
Search

Unanswered questions

2513 Posts

marc atkinsonApprentice

asked in Ticketing & Agent Productivity

setting up assets

I am looking to setup some assets and I have found Two areas where I would like more functionalityLike in Change Management and Incident management forms when you design them you can add in some “help” comments so the user knows what the required field is expecting. This does not appear to be there in assets - is this something FS will develop. Second problem is the asset owner - this is a text field - ideally this show be a drop down linked to the AD system so you can only put in an validated user ? again is this something Fresh Works would see adn add to roadmap as a useful enhancement.? RegardsMarc

mikemahoneyApprentice

asked in Portals, Emails & Other Channels

FreshworksWidget "hide" function is not working on iPhone

I have the Freshworks Help Widget on my web app. I call the “hide” function on certain pages to hide the widget.This works fine for desktop and even when using the mobile simulator in the dev tools. But when the app is accessed through an iPhone, on both Safari and Chrome, the Help widget doesn’t hide when it should, it’s always visible.Is there an obvious reason why this is happening?

jrorizApprentice

asked in Portals, Emails & Other Channels

form fields name are not translatid to portuguese

HiThe language of my portal is portuguese BR.Everything is ok, but the form fields are not translating.

officeninjaApprentice

asked in Apps and Marketplace Integrations

Departments Not Coming Through Azure SCIM App

Hi All,Running in to a weird issue with our departments in Azure not pulling through we provision users through the Azure Active Directory Provisioning (SCIM) app. In looking through a test provision user notes, everything seems to be coming over ok (see below) but when I look at the users profile the department is still blank.I have confirmed that the department moving over is in our list of departments, and I have tried setting it up a few different ways. i.e. just calling the target attribute ‘department’ or in the standard format of:urn:ietf:params:scim:schemas:extension:freshservice:2.0:User:departmentbut nothing works. I also tried resetting all attributes to default mappings and still no go.Any help would be appreciated!

alejoAApprentice

asked in Automations

Is there a way to get the activity log (or at least its close_at value) from a project task using the API?

For a company report in power bi it´s needed the closed_at date of project tasks for certain analyses, all other data we get through the API but we could not so far find a way to get this data through the API operations found at https://api.freshservice.com/.is there a nice consistent way to get this data? and would it be possible to get other activity log data that could be useful in the future?

F MercierApprentice

asked in Analytics, Reports & Dashboards

Does anyone have information on how to create an ticket aging report? I saw a reference to the Ticket Lifecycle report, but I did not find in in the analytics. Can you assist?

gdavid16Top Contributor

asked in Assets

service request formatting

is there any way to adjust the format of the service request fields and the way they appear in the created ticket? a small indent for the field data would go a long way

LindaBrown44Apprentice

asked in Messaging Channels

Are there plans to update the Freshchat app for slack and get it reapproved?

Currently the FreshChat in Slack says: This app is not approved by Slack. Learn more.Are there plans to fix this and get it reapproved? There is a newer version of FreshDesk already. Is FreshChat coming?

rwelsfordContributor

asked in Automations

Expression Builder Syntax

I have a subject line that comes in as zero|one|two|three|date. I am trying to create an expression that will take the date and convert it to an ISO date to be used later. so far i have the following{% assign subject = {{ticket.subject}}%}{% assign date= subject | split: "|" %}{{date[4]}}This will seem to work in an app but not the expression builder to get the date. First problemIf I can get the correct date extracted I planned on doing the following:lets say the date I extract is 07292022, i could use date(2022,07,29) to convert the date, this works the expression builder and will return a good date but when I usedate(substring('07292022',4,8),substring('07292022',0,2),substring('07292022',2,4)) it does not work. Second problemI then planned on using the split function from the first problem to insert into the substrings where the date is but I just cant figure out the syntax of liquid and the expression builder.

Josh O'BrienContributor

asked in Automations

Expression to join two fields seperated by a .

This might be super simple, but cant seem to find a way to make it work, I have this expression: "{{ticket.ri_5_cf_employee_first_name}}.{{ticket.ri_5_cf_employee_last_name}}" when testing, this produces the desired output:Result: tim.dodd testing the expression does not produce a syntax error, but when trying to save the node, we get the below error of: Invalid Syntax - Invalid operator found. If anyone has any pointers of how to get this to work, it would be greatly appreciated.

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?

Daniel SöderlundSkilled Expert

asked in Automations

WFA fail to read Custom object

Hello, I have creates a integration with a external system for a customer. Use custom to hold the endpoint data and common used values in the API payload.Worked fine for some time, but the customer keeps getting failure where the placeholder from the custom object is empty. Anyone seen this as well?//Daniel

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!

CassandraApprentice

asked in Assets

How do you manage Leased & Owned Assets in AMDB

We are trying to modify our Asset Management database to manage both leased and owned assets. We need to have fields like Acquisition Date made mandatory however we need this to be relevant for leased and acquired date but of course can’t change the default.What are other companies doing?

YannVoxelisApprentice

asked in Freshdesk – Paris User Network

ticket field wording order

Hi,I created a new field with a list of values. And when I change the display order of the different values of this field, the order I defined is not respected at all.I am using Brave browser on Win 11.Thanks for your help please.

TomPedersenApprentice

asked in Automations

Combining expressions inside each other

I am trying to make the expression build the email for new employees. Its real simple, first inital, last name. I cannot seem to combine a concat and a charat in the same expression so it can scrape the first inital of the first name, get the last name from the ticket, and then combine it all together. I was thinkingconcat('charAt('{{ticket.onboarding_request.actor_1.cf_employee_name}}', 0)', '{{ticket.onboarding_request.actor_1.cf_employee_last_name}}')Result: charAt('Value 1', 0)Value 2But this does not work. I have tried to play with the parenthesis and quotes, so if one is off here that isnt the problem

BrynCYDEFSkilled Expert

asked in Ticket & Workflow Management

Many blank rows get inserted when editing ticket description field

Many blank rows get inserted when editing ticket description field

BrynCYDEFSkilled Expert

asked in Getting Started

Forum fail - cannot create posts with screenshots

forum fail BROKEN cannot create real post with screenshots @support

Pchacon82Apprentice

asked in Ticket & Workflow Management

Skip closed ticket notifications

In the Workflow Automator, there is an action to skip new email notifications. Is there a way to skip closed email notifications?

brianlorelleApprentice

asked in Portals, Emails & Other Channels

Get notified when someone registers on my portal

Hi all, Is there a way for me to get a notification when someone new registers for my support portal? I’d like to get an email notification when someone signs up, but I don’t see anything for this in notifications. Thanks,

TassiloCContributor

asked in Ticketing & Agent Productivity

How to delete a custom company field?

I have created a custom company field with the wrong data type and therefore want to delete it.If I go to Admin->Customer Fields->Companies, on the field level there is a delete button and after pressing the button the field vanishes from the view.However, if I go to Companies, select a company and then edit it using the Edit Company button, I still see the field.How can I permanently delete a custom field on the company level?

DaniApprentice

asked in Automations

Business Rules - Automatically setting a drop down option depending on group

HI All, Is there a way to have a drop down item automatically selected depending on a requesters group in a service request?I can see there is set options available but that just allows certain items in the drop down to be available not to actually select it.I would like to have the option for a group to have one item in a drop down automatically selected and then the fields for this drop down to appear without the requester having to select or see the drop down.Is there another way to do this apart from business rules? ThanksDani

Trevor CooperTop Contributor

asked in Automations

CSAT response workflows

We have a simple CSAT survey setup, which we can run a periodic report on. However we would like any negative responses to be automatically identified. I can create a workflow when Customer Satisfaction Rating is negative to send an email, but how can I then:Include the CSAT response information in the email Send the emails to the agents manager rather than having to send to all managers (or 1 manager and they distribute onwards)

raymondcanilaoSkilled Expert

asked in Automations

Cancel Approval - once ticket is cancelled

Hello, is there a way to automate via workflow the process of canceling the approvals of SR once ticket is set as cancelled? or closed?

joselguerraApprentice

asked in Ticket & Workflow Management

Department Ticket Queue and Personal Queue

Hi There,I’m new to Freshservice. I’m looking to see if there is an option to create tickets by department and personal.For instance, HR department members should be able to create tickets for their department, where all members of that team should be able to see, edit, delete, change, etc. those tickets.On the other hand, those same HR members, should be able to create tickets that are pertinent to each of them independently. These latter tickets should only be seen by the one HR member who created the ticket because it’s a ticket that concerns to the one HR member only, not being a HR department ticket, and should not be seen by the whole HR department. Hopefully, it’s clear.Thank you in advance for your help

1
...
69
70
71
72
73
74
75
...
101

Page 72 / 101

Badge winners

Schoolkithas earned the badge Lightning (Mc)Learner
Tyne.gartonhas earned the badge Salud, Ideator
StuartWearinghas earned the badge Helping Hand
amugofjavahas earned the badge Lightning (Mc)Learner
AndyRussellhas earned the badge Helping Hand

Show all badges

Powered by Gainsight

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK