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jacky912Apprentice

asked in How do I....?

Disable closing of major incident

Hi all,I would like to seek your help. I would like to apply a rule that only major incident manager can close a major incident. The technical owner can resolve it, but not close it.However, there is a close button on the screen and there is no option to disable it. Not sure if anyone know the solution.

afautleySkilled Expert

asked in Freshservice – London User Network

Description Box Appearing on service item's

Is anyone else getting a description box appearing on all of their Service Items??? appeared yesterday?

aldoApprentice

asked in The Agent Experience

Ticket automation on Customer Service Suite

Is there a feature on conversations in Customer Service Suite that automated to be a ticket on Freshdesk by automation?If anyone khow this feature, can you help me to find. Thank you.

sarawomskiApprentice

asked in API and Webhooks

Ticket Automation - affected tickets

Currently, there is a way to see how many tickets are affected by each automation rule via API (seems like a count of all time and no way to filter based on date of occurrence). Is there a way via API to get a list of the tickets that were affected by these rules and when or is there is a way to see if an automation rule has run via ticket details?

nisbApprentice

asked in Portals, Emails & Other Channels

show ticket options on portal for customer segment

Hi all, I’m trying to hide the ticket options in the portal for all but one segment of our customers. I have these customers separated in to an “Admin” segment. I see a snippet to hide the ticket options alltogether, but not for a specific segment. I was given the placeholder portal.user.segment, but I’m not great as CSS and can’t figure it out! Can anyone help? the snippet I saw in another thread to hide tickets all together from the portal: #header-tabs a:nth-child(4){ display:none;}.footer-links a:nth-child(4){ display:none;}

ArnoldGTop Contributor

asked in Workforce Management

WFM Solutions

Hi, We have a team of 20 technicians, and we are in search of a workforce solution for scheduling purposes for the different blocks (email/chat/tickets/calls).What are some of the solutions you’re using, or is there a solution within Freshdesk we may have overlooked?Thanks,

julia.aSkilled Expert

asked in How do I....?

Reopen all linked tickets after broadcast message?

Is there a way to have all linked tickets be reopened after a broadcast message is added to these tickets?I just activated the ’Linked tickets’ feature and tested it to see that the linked tickets remain in their status and are not re-opened.Here it’s stated that both the assigned agent and watchers should receive an e-mail notification when there’s a broadcast message in your ticket:I - the agent of the respective tickets - did not receive an e-mail notification about the broadcast message either. I would rather have those tickets be reopened, so any available agent can take care of replying to the requester.

gabriel.amarodaluzApprentice

asked in Portals, Emails & Other Channels

Portal access rights

Hello, I have 2 different portals in my organization, one is internal and another external.Today I can see that if someone uses the URL of the internal portal, they can access it and create tickets because the Everyone is set to create tickets in the portal options. Here is the current configuration: Is it possible to make the internal portal only accessible by internal people?

maloktSkilled Expert

asked in How do I....?

Service Catalog Radio Button

Is there a way to add a radio button where a YES or NO is required? It doesn’t seem like the dropdown box can force a YES or NO answer, without defaulting to one or the other, which we don’t want to do. We need it to be blank, but require YES or NO, like a standard radio button.

marcusthestarApprentice

asked in API and Webhooks

How do I update department field on tickets based on the Requestor

I know i could maybe use API but i cant come up with the correct curl command to be able to do this as an example:all tickets submited by requester email : andrea@freshservice.comset the department field to 630currently the field is blank for x tickets

GeraldSkilled Expert

asked in Automations

FS MS orchestration app can't parse apostrophes in first name

Hello,Trying to get a new user with an apostrophe in their first name into Active Directory.FS will say it successfully creates a user with, say, L’Verne or T’Test etc. as the first name, but it won’t because FS can’t parse the apostrophe per support.I’m trying to see if I can strip the apostrophe from the first name with expression builder but this won’t work - Any ideas of how to get a user with an apostrophe into AD? I can add a user manually no problem, so it’s not a limitation of AD.

dsherwinApprentice

asked in Portals, Emails & Other Channels

Reply creator information in conversation listing

I am using the FreshDesk API to feed my customers ticket information. When I create a reply for a customer, I set the user_id of the reply to that of my customer, which I had previously created a contact for. Now I want to display the ticket and all the replies to that ticket. I request a conversation from a ticket using /tickets/[id]/conversations it responds with an array of replies, as expected. In each reply in that array I get user_id of the contact that created that reply, however I dont get any extended information like name and email. I want to be able to display the name and email of the person who created that reply in my list of replies to the ticket. My workaround right now is that I have to make a call to retrieve a list of all contacts, retrieve a list of all agents, and then retrieve the conversation, and manually map the user_id to a name and email. This is very inefficient. Is there any way to get extended information about the creator of a reply in the conversati

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.

Oz246Apprentice

asked in How do I....?

Install Kaban Board

Hello,I can't install Kaban Board but it is not present on the left side. I don't understand... I don't have the logo on the left side Thank you for your help

beuzathorApprentice

asked in Ticketing & Agent Productivity

How agent can create/Remove folder for ticker

Hi,I begin with freshwork and my agents are used to archiving certain important tickets in folders. They can thus create and delete folders as on mailboxes. How can we do that with freshwork?Thanks

abigayle.paulsonTop Contributor

asked in Ticket & Workflow Management

Anchor form field

Hello,When filling out a service item request if a drop-down selection is changed the form field jumps down in placement on the form for every reselection. Is there a way to anchor the form field where I originally placed it?

todd5903Skilled Expert

asked in Automations

Ticket approvals for transferring employees

We are running into issues processing approvals for employees that are changing departments. When an employee changes departments the new supervisor generally submits tickets for their new access before the employee has left their old department so the approval is routed to the outgoing supervisor rather than the new supervisor. We are wondering if others have run into this issue and if so, how you resolved it.

ervinjasonApprentice

asked in Ticketing & Agent Productivity

Insert a description or instructions in Canned Responses

In the Canned Responses, it would be great to have a field where we can insert a description or instructions to our team about when and how to use the response like the picture below. This part is not sent to customers, but only viewable by support staff to get additional context/direction on a specific canned response

PHawkApprentice

asked in Ticketing & Agent Productivity

Fields that customers can edit only on ticket creation

Priority fields are something we use to help automate the rest of our processes. Email alerts, escalation procedures and things of the nature. However if a customer can edit the priority field after the ticket has been created because they get impatient it can cause some serious issues down the line. An easy fix would be a check box in the ticket field editor under the customer options that simply reads as “customer can edit upon creation only” this would allow customers to set priority when the issue is created, but not edit the field after the ticket is created.

AnnayipApprentice

asked in Apps and Marketplace Integrations

Cannot config to show subject when using Slack integration but just showing who created the ticket when replying a thread

When using Integration with Slack replying a thread, The push note in group will only show the first sentence of the ticket which is who created or who updated the ticket but I actually want to know related to the subject( The second line of the ticket) rather than whos created the ticket and know its hardcoded so cannot be configuration. I think it is really importance when replying a thread to the Slack group because if just showing who created or who updated the ticket as the subject, the team will never know what topic they are replying to but need to click in to check and reply. When there are few ticket show in one Slack group, it will be hard to manage and follow.

JudumApprentice

asked in Portals, Emails & Other Channels

How to have an hyperlink under a catérogy?

Hello I want to have a sort of button in my home page.when I create a new category, i have a new button, that link to the list of topic of the category. Can I creat a category with no topics, and just a link to anotehr website? Thanks

SiawApprentice

asked in Automations and Workflows

Email Notifications

Hi, can I ask a question about email notification functionality. Is it possible to add multiple specific emails to be notified when a specific issue is tagged or filtered? So for example...All queries tagged 'England' upon submission should automatically be sent to 'england@freshdesk.com and england32?@freshdesk.com.

arrianeApprentice

asked in Portals, Emails & Other Channels

BCC from my original email are not automatically added (carried over) on my replies

So we sent out activity notifications to different customers via BCC. Now, we want to update them that the activity has been cancelled. However, I noticed that the customer emails in BCC are not carried over on my reply. Any solution for this?

emmabenjamin887Apprentice

asked in Portals, Emails & Other Channels

How to define comment syntax for a language

I’m having a difficult time finding a way to change the comment syntax for a Liquid file. Right now with the Liquid plugin installed when I CMD+/ I get a normal html comment like  when I’m really expecting a Liquid comment like {% comment %} {% endcomment %} . I’ve been searching for how to define the beginning and end of a comment for a language and different font styles from Fonts Bee but haven’t been able to find it in the documentation. Ideally it would be nice to have single line and multiline selections formatted differently. If it’s possible to completely override the default HTML comments then I would do that since I only program in Liquid and never .html.

NewUserOfFreshApprentice

asked in Getting Started

What is the idea of FreshService we do not understand

Problems with FreshService We are currently evaluating FreshService and have a trial version installed. FreshService is being compared to HaloITMS used elsewhere in our organizatoin. Most of our evaluation time has been spent on FreshService, and we have a desire to choose it, which has previously been communicated to FreshWorks and FreshWorks' Norwegian partne, i.e 99% probably that we would chose FreshService. However, we have encountered some "logical flaws" in FreshService that we need to figure out. These may be due us not fully understanding what Freshworks has intended as best practices in use of FreshService or not knowing the product well enough. Main Issues: We want users (requestors) to be able to report an issue (ticket) as either an incident or a service request. When registering an incident (typically a fault situation), a simple form should be filled out. It should be possible to paste images into a rich text field. We can solve this “out of the box” with the report

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