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The Community Collective

The Community Collective

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21 Topics

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Hans DevriendtApprentice

asked in Product best practices

Group tickets for manager who is not an agent

We have different groups defined: IT, HR, ..We work in 5 regions in our country. Is it possible to give an overview of all tickets from 1 region to the manager of that region? So the manager can see who is asking which questions.We would like to identify the requestor based on an object from active directory. Thanks for any sugestionsHans DevriendtIndigo Park Belgium

1 day ago

RogierSkilled Expert

asked in Customer stories

How to know which website or platform to use?

So, we’ve just joined Freshworks and are implementing our CRM (“Freshsales suite CRM”). And first of all, I would like to emphasize this post is not a big rant, I’d just like to clarify things on where Freshworks is having documentation at. It is all very very confusing and difficult.Developer docsAccording to your own developer portal at https://developers.freshworks.com/documentation/ I should use https://developers.freshworks.com/crm/api/ for my REST API documentation, if I want to mutate data programmatically. However via an article on https://community.freshworks.dev/ I was referred to the CRM API reference on https://developer.freshsales.io/api/ . (https://community.freshworks.dev/t/custom-module-query-freshworks-crm/5618) Almost the same documentation, but with some key differences. 🤷‍♂️The suggested answer with filtered_search does not seem to apply to my product somehow. CommunityFurthermore, right now I’m here (and you too reading this) on the community at https://community.

2 days ago

rhea.desouzaSkilled Expert

published in Guide to getting started

Community Collective: How, Why and WhenCollective

Community Collective - Hello! It’s time to tell your story, your way! If you have an experience to share, a use-case to explain, or an outlook to offer as part of the Freshworks ecosystem, we want to hear from you! As we get started with the Community Collective, here are a few ground rules: ✍️ From short stories to long form articles - the community is your playground. 📖 Whether it’s a Freshdesk best practices, sales outreach hack or employee well-being tips, the options are endless.⏰ We want you to contribute when you are available - this could be once a month, once a quarter or otherwise. 🦸 Own your experience - Your sidekick and aide, the Community team has your back. From building out content you excel in to promotions, and everything in between.Note: No external links or negativity will be accepted.All you need to do is fill out this (very very easy) form. I’ll be in touch over email to help you craft your brilliant idea.Cheers!

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7 days ago

harry098Apprentice

asked in Guide to getting started

Quries related to Adsense and Technical Seo.

Hi Freshworks Community,I am new here, I have started a stones blog. I have some qureies related to Adsense approval and Technical SEO . I want to get help from the Freshworks. Kindly Freshworks Community, reply me.Thanks!

10 days ago

GrifflySwiftlyApprentice

asked in Mastering skills

Parsed JSON Data Returns Blank Data

Greetings, I am trying to automate active directory account creation via the workflow automator but I am running into an issue when trying to referenced parsed JSON data. The JSON data is in the ticket description, a sample of which is below:{"data":[{"HireType":"Termination","FirstName":"Jane","LastName":"Doe","EmployeeId":9999,"TerminationId":0,"TermDate":"2023-05-10T17:00:00"}]} I have JSON parser set to retrieve: JSON data from {{ticket.description}} and have generated output which appears to be correct but the apps that I was feeding that data to consistently failed. In the interest of troubleshooting I created an action after the JSON parser that adds a note to the ticket referencing an object within the array, such as: {{P1.root.data.data_object.FirstName}}. The problem is none of the data ends up in the note, I am left with a blank note no matter how I try to format the parsed information or the original JSON data and I am completely out of ideas at this point in how to make th

22 days ago

Maxii.DApprentice

posted in Product best practices

Use Freshdesk In Your Website

To use Freshdesk on your website, you can follow these steps: Sign up for Freshdesk: If you haven't already, sign up for Freshdesk and create an account. Set up your helpdesk: Once you've created your account, set up your helpdesk by configuring the settings, adding agents, and customizing your support portal. Integrate Freshdesk with your website: To integrate Freshdesk with your website, you can use one of the following methods: Embed a Freshdesk widget on your website: Freshdesk provides a widget that you can embed on your website. The widget allows your customers to submit support tickets without leaving your website. You can customize the widget to match your website's design. Use the Freshdesk API: If you have the technical expertise, you can use the Freshdesk API to integrate Freshdesk with your website. The API allows you to create tickets, update tickets, and retrieve ticket information from Freshdesk. Test your integration: Once you've integrated Freshdesk with

28 days ago

SparkmodapkApprentice

posted in Product best practices

Kind of resources and support are available through the Freshworks

The Freshworks community provides various resources and support for users of their software products. These include: Community Forum: Freshworks has an active community forum where users can ask questions, share best practices, and get help from other users. The forum covers a wide range of topics related to Freshworks products, including product updates, integrations, and troubleshooting. Knowledge Base: Freshworks has a comprehensive knowledge base that contains articles, tutorials, and guides to help users get the most out of their products. The knowledge base covers topics like setup and configuration, customization, and troubleshooting. Training and Certification: Freshworks offers various training and certification programs to help users become experts in their products. These programs include online courses, webinars, and workshops that cover topics like product features, best practices, and industry trends. Overall, the Freshworks community provides a wealth of resources an

28 days ago

SparkmodapkApprentice

posted in Product best practices

Kind of resources and support are available through the Freshworks community for users of their software products

The Freshworks community provides various resources and support for users of their software products. These include: Community Forum: Freshworks has an active community forum where users can ask questions, share best practices, and get help from other users. The forum covers a wide range of topics related to Freshworks products, including product updates, integrations, and troubleshooting. Knowledge Base: Freshworks has a comprehensive knowledge base that contains articles, tutorials, and guides to help users get the most out of their products. The knowledge base covers topics like setup and configuration, customization, and troubleshooting. Training and Certification: Freshworks offers various training and certification programs to help users become experts in their products. These programs include online courses, webinars, and workshops that cover topics like product features, best practices, and industry trends. Support Tickets: Freshworks provides support tickets for users wh

28 days ago

johnharry1122Apprentice

asked in Guide to getting started

firosvkApprentice

asked in Guide to getting started

API test error

Hello i have tested an applicant create api in post man . i have entered all required data. but got an error{"errors": [{"code": "invalid_value","message": "can't be blank","field": "candidate"}]} can anyone help me ??

2 months ago

manju.bcsiApprentice

asked in Guide to getting started

Do you have a Visual Studio Code plugin?

3 months ago

rhea.desouzaSkilled Expert

published in Guide to getting started

Welcome to the Community Collective - Become a guest contributor and enjoy a host of benefits!Community Collective

The Freshworks Community has always focused on creating a space where members can build meaningful connections, learn something new, and get recognized for their contributions. We continue to work towards building that space for you with our latest addition. The Community Collective is an ecosystem where you support, challenge, and inspire each other 👉 Become a guest contributor, share experiences and stories with your peers, and emerge as a more integral part of the Freshworks community. 👏How can you be a part of the community collective? Become a guest contributor: Whether you have a Freshworks demo to share, use-case to explain or outlook to offer, we want to hear from you! Share your story: Videos, articles, doodles - the medium doesn’t matter, we want to help you tell your Freshworks story. Host an event: From text based AMAs to close grouped workshops, the community is open to your ideas and expertise. 🏆🎁 What’s in store for you?Establish yourself as a thought lea

714210

3 months ago

Ivan_CROContributor

asked in Product best practices

Receive spam email in freshdesk

We are Office 365 users and have several emails in our Freshdesk system.The issue is that sometimes emails from customers go into spam for whatever reason and aren’t picked up by FD.So each day someone needs to connect to each mailbox on Outlook online, check the spam folder and move legit emails to the inbox to be picked up by FD.Is there any way to get all these emails into Freshdesk, in the spam folder for instance ?Disabling the spam filter on O365 is out of the question…

4 months ago

nicolewoodsApprentice

asked in Mastering skills

Google Sheets Orchestration in Workflows - Update Row Values

Has anyone worked with Google Sheets Orchestrations regarding the Update Spreadsheet Row Values Action?Currently I use the Google Sheets Orch in Workflows to populate Google sheets based on “Service Request is submitted” but I have a few teams that would like to have the rows updated if a value is updated. Examples: Catering request where the requester changes a date or updates a custom field response. Or, an employee term date is updated in the ticket. I’d need the workflow to find the exact ticket and correlate with the matching row in the sheet. I’ve attempted to use the updated action, but it continually overwrites the first row in testing, and doesn’t do anything in a live ticket. My workaround is to only have the spreadsheet populate when the agent checks a “confirmed box” after they’ve noted that the request fields are confirmed, but we’d rather have it continually update and not rely on the agent having to check the box and then go back and update the ticket status. Not sure if

4 months ago

Zaynkhaled1100Apprentice

asked in Guide to getting started

What are the Los Angeles Prayer Times?

Sun movement affects Los Angeles Prayer Times. The new LA prayer time for the remainder month is available for Muslims. The hour of namaz varies from city to city.

4 months ago

bilaltamboliApprentice

posted in Guide to getting started

How we can generate HMAC HASH in Freshservice

How we can generate HMAC HASH in Freshservices or how we can run code/script in freshservice workflow automator?

5 months ago

Chris S.Skilled Expert

asked in Product best practices

Some FreshChat weird behavior...

Hello,Today we had a meeting with a customer about Freshchat and their Chatbot.During this meeting, I've seen a few strange behaviors…Like when we've changed something and ticked on preview, the bot always started at Flow 1.1In our training environment, however, our bots always start the preview from the point where we have edited something.So say if you add a Flow 5.5 and want to check that, you just click on Preview it starts the preview at 5.5 and not on 1.1Is this a change that i've missed? or is this a setting that we can edit?Secondary, we've noticed that we cannot delete a pointer that is set.So, if the customer creates a flow (say 5.5 again) and then selects that when choosing option 1, the next step should be flow 6.1 and afterwards sees that it should be 6.2, it is not editable. Do we miss something, or is this normal behavior?Looking forward to hear from you!GreetZ!Chris.

6 months ago

GaborSkilled Expert

asked in Product best practices

How to hide the group column and keep the agent column

Hi,In the table ticket view we have an empty group column - as seen on the screenshot below.We do not have any groups in use, only agents.We would like to see the assigned agents, but hide the unnecessary group column.Is that possible ?Thank you for your advice!

6 months ago

KrishozkyTop Contributor

published in Customer stories

The Magic of Automation for CompanyStore!Customer Story

Companystore.io, deals with corporate, promotional merchandise and gifting. Both offline and online, all over the APAC region. 🎁The company was facing high volume, and did not have enough manpower to handle all the queries coming in efficiently. In the gifting industry, volumes are seasonal, and 90% of queries can be treated with a single response. With a large offline presence, email was the main form of support for customers, while an online widget is available for online customers.Secondly, orders are dispatched in batches, with quantities in the thousands. This means there are cases where a few members of a team have not received the gifts, which can lead to unsatisfied customers.With a need to maintain SLAs and address general queries coming in with limited hands-on deck, I discovered automations while exploring Freshdesk, and implemented it immediately. 📢 Here are my two tips to overcome such problems –Using automation to execute responses to common queries such as 'how much t

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6 months ago

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