Portal/Knowledge Base

Can we change the link behind the Knowledge Base button on the portal home page? We want it to go to a specific Category when users click into the Knowledge Base. For instance, we have hidden the “Popular Articles” category from the menu list, but the page still defaults to showing only Popular Articles. /* hide "Popular Articles" from Home > Solutions page*/#solutions-category-list > li:nth-child(1){ display: none;} We want the “User Portal” category to launch as default when clicking Knowledge Base from the home page, so can we take its URL and set the home page Knowledge Base button to that instead?

How do I stop the video that I have embedded from autoplaying in the KB? It seems when I pasted embed code, it edits it out. Starts like this: <iframe src="sampleurl" width="560" height="315" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe> After saving, looks like this: <iframe src="sampleurl" width="560" height="315" allowfullscreen=""></iframe>

Does anybody know if it's possible to show a list of assets in the support portal? Basically I just need a list of assets with certain properties like location, asset_tag and so on which belongs to the company. It would be very nice to also show the relationships. Ideally this should be displayed on a dedicated page but as I understand from support, it is not possible to add an extra page.

Hi Team, I need to export data on the articles/solutions we created in freshservice. I need creation date, title and other possible information. Could you please advice how to do this? If only API option is possible, could you please help me with an example request? Thank you

Does anyone know how to change the default use of terms like ‘knowledge base’ and ‘submit a ticket’ within the Freshdesk help center?

Currently we’re using Guru to document our IT-specific processes (internal team processes not meant to be seen by end-users). I’d like to transition all of our knowledge-base and process documentation to Freshservice Solutions, but I have one minor question. I know we can set the folder visibility, but I’d like to be able to create a category called “Internal Process Documentation” with folders inside that correspond to different types of documentation. If I do that, the “Internal Process Documentation” category will be visible in the portal even though the folders within are not. If we just stick the folders inside of another category we end up mixing our internal stuff with the “General” category or something like that, and it gets messy. Is it possible now or will it ever be possible to hide categories so we don’t need to combine visible and invisible folders in the same category? Thanks!

Hi all, i know there’s already a same topic but i can’t fix my issue. I’ve created custom cards but they still appear on the portal after I log out. Those cards are “viewable” in the script "portal home" section. Could someone assist me in resolving this issue ? Many thanks

Working in IT I am very familiar with the difference between incidents and services but many of our end users are not. When you arrive at the landing pages you see the links for report an issue and request services from an one of the teams Most users see the button for IT and just go there, Therefore defaulting to service much more than incidents. Is there any advise on supporting end users to log them right in the first instance rather than engineers spending loads of times correcting tickets

I love using gifs instead of screenshots because it provides the user context to the steps they need to perform. Is it possible to add GIFs to articles?

Hi all, requesters are allowed to add in CC other contacts from your tenant, but when they try to do it the results are the following: I’ve checked that users are allowed to do so in the Field Manager > Ticket Fields, and they are, but unfortunately it doesn’t work. Could you please give me some advice to get the CC field work properly? Thanks.

Does anyone know of a way to allow our users to see any known problems that are open within our system as a read only view within the portal. Thinking sort of embedding a page that has just the basic information such as subject & Symptoms

In Freshservice, is there a way to force the Description field to always show the whole content, without the default set to make the user click “Read More” ? Most of our descriptions will have pertinent information that our users will not see without clicking the Read More link, which many of our users won’t do.

Hello all, I’m sure this has been asked a million times, but I don't see anything when searching. We have users who use the portal, however we want to be able to route those resulting tickets to a particular group, based on a custom field within the new ticket form. Is this possible with customisation and workflow Automator? If so where would I even start with that?

Hello, I don’t know if anyone has met the issue before. I’m currently using the multi-product feature for my portal. I’ve custommized the front page to have clickable icon. The set-up is good in the preview but when I publish teh theme, I have a completely different view.

We don’t love the default look and feel of the help center. I saw a bunch of examples here but I’m curious if anyone has a sense of how those companies built those sites from the Freshdesk portal? Was it just heavy CSS customization? Anything else required? Any suggestions for us?

I’ve seen a couple of forum threads through searching, but have not been able to find resolution. We have a different UPN than we do primary SMTP address. As a result, when provisioning accounts in advance via Azure provisioning, it creates their Freshservice account utilizing the UPN/email address. So the user already has an account since it’s been provisioned prior to them accessing the portal or otherwise initiating any action that would trigger account creation. When they email into the support address, it will create another account for them using the primary SMTP address. I know that I can merge these, but it’s rather cumbersome. The other option I see is to manually add the secondary email address. Is there a way that I can automate this via mapping attributes or otherwise? I don’t want to have to remember to do this for each new user.

Hi, on freshdesk I have the default portal and I've now created a second portal for another clients requests. For the new client I have created a new product with a specific support email, and have assigned it to a specific group for the new client. The problem I'm having is, how would i ensure that the activation email will redirect the contact to the correct portal? I have assigned the contact to the new client group, but when the email notification is sent it keeps redirecting them to the default portal which isn't what i want.

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Hello, Now we have multiple workspaces in our self service portal, I want to make it clearer how to reach each team. Does anyone know if it’s possible to add the workspaces to the home screen of the portal to then be able to select which workspace requestors want to raise a request/incident in please, rather than have the ‘Report an incident’ and then have to select workspace from there? Thanks, Matt

Does anyone ( or can Freshworks provide ) a nice collection of icons that can be used for service items? Would like to find something that was all ‘themed/branded’ similarly but provide a lot of different options. I like what Freshworks provides out of the box, but i wish they provided an icon pack, with enough variety that it could be used for lots of different scenarios.

I’ve lately experienced issues helping clients register a developer account with https://developers.freshworks.com/signup. All of them have had the same issue where the account selection page kept redirecting to itself infinitely, not letting them finish the process. This doesn’t seem to happen when logging in to an already existing developer account.I would love someone to help with that!

I added the following to the Custom stylesheet, and it successfully removed the employee onboarding from the side menu. I also want to remove the service catalog menu item. I dont know the code to do that. I would also like to remove the items from the new menu. #emp-onboarding-list,#main-nav > div.main-nav-items > a.employee_onboarding.ficon-employee-onboarding{ display:none !important;}

Hello to everybody, since the last upgrade of FreshService and FreshDesk I’m wondering if there is anybody besides me who finds the predefined text background colors inadequate. I’m refering to the WYSIWYG editor The palette of colors is too vivid and contrast. There are no light colors. These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable. See the picture below to get an idea of what I mean?Does anybody know if there is a plan to enhance that or even switch it back to the previous version? Kind regards

Hello, Now we are live with multiple use cases, we are looking to move some of our paperforms from paper into the service catalog. With some of these forms, there is a requirement to have multiple Dynamic fields. Currently, you can only have a maximum of 5 dynamic sections on 1 form. Has anyone had any sucesss in finding workarounds for paper forms, or even achieved this in different ways? Thanks, Matt

Hello community, i hope one of you can point me to the right way of doing the following: In the Service cataloge display on the portal i would like the cut-off of longer texts to show more than just 20 characters and then show “...”: i already made the tiles wider (e.g. 2 columns instead of 3 per page), but the texts do still cut off.any idea if an how this can be done? thanks, Günther