Setting a Workspace on raise a ticket option

Dani wrote:

Hi Everyone,

Do you know how I set the issue related to drop down so it always appears as finance and therefore, always the finance ticket configuration appears at first click.

 

Thanks

Dani

Hello, 

Far as I know there are no way to set a default value in any good way. Except using URL path. 

Like /support/tickets/new?subject=TEST but I can’t get it to work with the workspace field. 

You can ask Freshworks to change the primary Workspace to Finance. 
Then The ticket will be routed to the Finance as default. 

Or you can create automation in Global settings that assign all tickets to Finance. 

@Dani  If you want to hide “My Team” compleatly, this can be done with a business rule. 

I made an example. In my envireonment my “My Team” workspace is called IT. In the example below I am hiding IT along with two other workspaces from all requestors so they will only see the HR workspace (I don’t ahve a finance workspace). I chose to do this for all users in Portland, but you can have no condition at all if you want to do this for all requestors. 

Good luck with your task. 

-Tony

This can be done, but you will need to ask fresh to set it up, we contacted them also to do this for us

Hi Everyone,

For our customers we often created specific cards on the portal home page. Each card will hyperlink to a specific workspace id, which reflects the value from the mentioned dropdown menu.

The ids can be found when you open a specific workspace from Admin and copy the ID from the address bar==> “https://domain.freshservice.com/ws/2/admin/home” ==> workspace id value is 2 in this example.

The hyperlink of the custom card could then be something like "https://domain.freshservice.com/support/tickets/new?workspace_id=2”

In the end we can hide the “issue related to” field on the incident form.

@Dani 

On the other side, we can use a Javascript to preselect a workspace on page load (topic starter question)

The script below is made for v2 of the portal, which included the new user interface (no code version).

Add the script to the “New ticket” section in the portal, below the existing code. In this example workspace id = 7 is used, including single codes:

<script>
    setTimeout(function() {
        jQuery("[name='helpdesk_ticket[workspace_id]']").val('7')[0].dispatchEvent(new Event('change'));
    }, 500)
</script>

Let me know if that's working for you.

Kind regards,

Rutger Bockholts

Freshworks

More conflcting piecemeal design. Global settings - Field Manager - Ticket Fields has a toggle to display the workspace field to requestors or not.  The problem is when it is unchecked, the custom card for the non-primary workspace no longer has permission to open.

Why this would ever need to be displayed when there is only one workspace and why freshservice thinks users will actually consistently use a drop down to choose the correct workspace is below me. Any field manager customization (non-global) in a workspace could be considerably transformed/erased after being filled in if a requestor does not first select the workspace.

@Rutger Bockholts your method to hide isnt possible as there is no such thing as an “incident form” an “issue related to” field nor the hide option for workspace choices in business rules.  Inaccurate terminology for hide solution that is just a broken link.

More failed attempts at business rules finding a workaround for this just because the simple toggle which seems inherently useful ONLY when using multilpe workspaces has some strange permission error for requestors to link directly through a custom card to creating a new ticket in that workspace.

Hi,

Just expanding on this is there a way to also set the Group as I would expect you could do:
https://domain.freshservice.com/support/tickets/new?workspace_id=##&group_id=##########

But it did not work as expected. I have tried this with &subject=text and it does accept multiple queries.

I think you need to look into javascript then