Freshservice Product Feedback: How do you manage your Cloud infrastructure today?
Welcome Center
Announcement and Events
CX and Customer Support
IT and Service Management
Sales and Marketing
Browse through the community's recent feed or become an expert by answering a question.
Hi All, I have a user that cannot associate a ticket with any existing project, it doesn’t even give a list of projects. I have checked her permissions and gave her all of the access (account admin, IT supervisor etc)
Hi AllIs it possible to create a custom report or view that will show all tickets that have been assigned to an agent but also who has closed\resolved them even though the ticket remains assigned to the original agent.Thanks
So looking to see if this is even functionally possible with FreshService. We have some custom AzureAD Security Groups that we use for managing users in various departments or teams in our Org. The membership is dynamically managed from AzureAD. Is it possible to add these security groups into FreshService to then use them as assignment groups? For example we want to be able to assign certain Knowledge Base Articles to specific teams, but we want those teams to be created and managed from AzureAD. This is different than the idea of freshservice adding users to a security group for access to a networkshare ..etc.. We already have the users syncing into FreshService, just trying to see about adding groups, if its possible. I understand the AzureAD Orchestrator can help read and add groups to assign users access as part of a workflow for a ticket, but this is just a bit different. I cant seem to find anything online about it, only about the users.
Does anyone have a way to change the requester of an emailed ticket using workflow?Someone sends an email to FS to create a ticket, but they want all notices and communications to go to someone else.
Guten Tag, momentan nutze ich die Einstellung “Für jede Kundenantwort ein neues Ticket erstellen” da ich ansonsten nicht sehe wenn rein Kunde auf ein bereits gelöstes Ticket antwortet. Gibt es da eventuell eine besser Option damit nicht jedes Mal ein neues Ticket erstellt wird aber ich trotzdem (auch bei bereits gelösten Tickets) mitbekomme das der Kunde noch einmal geschrieben hat? Grüße Joachim
I want all users to access a very basic report with summary numbers (overall ticket volumes). I do not want to give them access to all the curated reports--they include a lot more data that isn’t always appropriate for every person.How do I give users access to one, and only one, report in Analytics? They don’t need all the other curated reports.Thanks!
Hello,I am developing an app for the ticket_sidebar. Are we able to control the vertical height of the app's panel? By default my app opens to a fairly small area. This forces the user to do a lot of scrolling.I tried using client.instance.resize({height:"500px"});, but it didn’t workIs resizing the ticket_sidebar app in freshchat is possible or not, if yes then how do we proceed with it?Thanks,
Don't let connectivity issues hinder your access to important content. Consider using ytmp3 to convert online videos into audio files, empowering you to stay informed even when offline
Hi, we already use whitelisting to prevent any email address logging tickets via the portal but how do others prevent impersonation either for malicious purposes (password resets) or from outsiders for the purposes of spamming the ticket queue? Any other thoughts on the area around securing the portal? Our primary concern is impersonation but also spam volumes.I’ve even seen a forum article in this community about solution articles feedback being used as a spam route in
Hi!Every email with images that are forwarded from our outlook support account get broken / are not showing. Like this: How can we fix this?
I am trying to build a workflow that will read the data in a google sheet search for a specific value then update fields in that row. The issue I am having is that the Google Sheets API does not have the ability to search for a value and return that row. What I can do is ready the entire sheet out as json with each row being an array. What I am wanting to do in fresh service is bring that json into a parser then search for my specific data and get the json path so i would have something along the lines of $.values[47]. From there I should be able to be able to figure out the coordinates for the specific cells I need to update. Here is some sample json from a dummy sheet, how would I retrieve the address for the value “456”{ "range": "Sheet1!A1:F1000", "majorDimension": "ROWS", "values": [ [ "Field 1", "Field 2", "Field 3" ], [ "foo", "123", "abc" ], [ "bar", "456", "def" ], [ "bin", "789", "ghi" ],
Why even let us make service requests in business workspaces if the automation is not supported?Please help me understand how a pre-packaged business workspace can be used to facilitate requests for routine services through cases? What method can be used so that the requestor is informed with what services are available in a packaged way to select choices that are helpful to the agent to process them? The HR workspace workflow automator does not allow service request events, nor are service items created in the workspace available to be discovered to automate at the primary/global level. If this is not possible then the value of using workspaces for services is effectively just email correspondence with numbers.I am building a secondary workspace as another IT workspace to see if the automation can apply in a separate fashion. Is the only solution to craft a combination of service categories, groups, and business rules to articfically separate departments inside the primary workspa
Hi All,I’m developing a fronentend extension app in fdk for freshdesk. I’m using ticket_top_navigation placeholder. Is it possible to increase the width of the popup window?
Introducing the Community Subject Matter Experts, your partners in unlocking the full potential of Freshworks products.
Events
Champions
Check back later to see this week’s champions.
Are you a developer? Looking for a space to discuss platforms and APIs?
Learn and get certified as product experts through our Academy!
Go through our Support channels to get technical & engineering help!
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.
Sorry, our virus scanner detected that this file isn't safe to download.