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Help Others

AmelCommunity Debut

Contacts & Companies

Filter contact based on the business sector

How can I filter contact based on the business sector of their compagny ?

jhsbakedrApprentice

Routing and Workflows

Sending feature request to product team

Hi,We are encouraging our customers to submit feature requests through Freshdesk. We don’t want to set up our product / engineering team in Freshdesk as they are already using other systems including Jira and Notion.Has anyone set up a notion to automatically route feature requests to Jira?

beeta bearApprentice

How do I export unverified contacts only?

I am trying to pull an excel file that only contains unverified contacts from our FreshDesk. it doesn’t matter how many contacts I select exporting includes all contacts, and I don’t see an field option that would display if a contact is verified or not.

Susanne EwéoContributor

Portals, Emails & Other Channels

How to hide one values in dropdown field?

What would be the script to hide one value from the ticket Type field on the customer portal?E.g. to hide value ‘Complaint’ from the Type field.

BortFrenzyContributor

Ticket & Workflow Management

Help Using APIs to Allow a Service Request to Update a Service Request

Bear with me as I explain the setup I am trying to get working. I have a service request that I would like to allow managers to put in, but then would need follow up information from HR. All the fields in the service request would then be used for automation, so I need HRs contribution to be added to the primary service request. I have an initial service request that gets the primary information I need, with fields not visible to the requester that HR will be responsible for. Once the manager submits the request, a workflow generates an email for HR with the ticket number of the service request the manager submitted along with a link to a separate service request that has the same fields that were invisible to the initial requester along with a field to put the ticket they are trying to update. HR fills in the ticket number and the extra fields needed and submits. Still with me? If so, good 👍 I am trying to use the “update requested items of a service request” api (put /api/v2/tickets

NewUserOfFreshApprentice

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

CMaginApprentice

Freshservice Workflows: Add a role using API

Hello, I was recently given the task to build a Workflow in Freshservice that can set and remove Roles for Agents. Trigger for this should be a specific Service Request being raised.Currently I am having trouble with adding this new role to the existing role array. Here are the relevant parts of my WorkflowFirst I use the API to get the Agent details that include their roles Then I use the following parser node (narrowed down to the attributes I need) But then I have the problem of how to add the new role{ "role_id": 53000134485, "assignment_scope": "entire_helpdesk", "workspace_id":2 }to the existing array that I can then write back.Expression Builder is not usable for my Use case, since outputting any String with the Expression Builder turns every double quote inside the String into a single quote And the Web Request body only accepts double quotes since this is the JSON standard. With Liquid alone I wasn’t able to find a way to insert this new role into the the Array (also tried han

mickhApprentice

Change primary language

I am new to Freshworks. I want to change the primary language from Dutch to English, but I cannot find a way to do that. Could someone help me?Also tried to change the translations for the primary language, but was only able to download the translation file, not upload it?Thanks in advance!

BrandonJApprentice

Webhooks to the API within Workflows

I am relatively new to FreshService so I apologize if this has been answered clearly elsewhere. Long story short, I am trying to sequence multiple tasks and workflows in order to automate some processes, but I am having trouble getting them to reliably trigger from one another. I have discovered this thread here:In which it is stated that, according to Support, ‘System’ events do not trigger workflows, so I have been trying to use webhooks within the Workflows to the API to get around this limitation. However, it doesn’t seem to be able to get me where I am trying to go. To illustrate what I am attempting to accomplish:The API is used to create a Task, for example Task_One There is a Workflow, Workflow_One, which is supposed to trigger when Task_One is created, and it does trigger correctly. Within Workflow_One, there is an API Webhook to create Task_Two, which is successful and Task_Two is created as expected. The workflow also continues past the point and completes the rest of the

voicenews3311Apprentice

News and Innovations

From Clicks to Conversions: Tips for Fine-Tuning Viweedy's Online Store

Hi everyone,I run an online CBD store called Viweedy and I'm looking for some advice on how to improve its visibility and attract more customers. I've already implemented some SEO strategies, but I'm wondering if there are any additional tips or best practices that I might be overlooking.Specifically, I'm curious about:Effective ways to optimize product pages for better search engine rankings. Strategies for attracting quality backlinks to improve domain authority. Tips for engaging with customers and building a loyal following on social media platforms.If anyone has experience or insights to share, I would greatly appreciate it. Also, feel free to check out Viweedy.shop and share any feedback or suggestions you might have.Thanks in advance for your help!

AmelCommunity Debut

Contacts & Companies

Filter contact based on the business sector

How can I filter contact based on the business sector of their compagny ?

jhsbakedrApprentice

Routing and Workflows

Sending feature request to product team

Hi,We are encouraging our customers to submit feature requests through Freshdesk. We don’t want to set up our product / engineering team in Freshdesk as they are already using other systems including Jira and Notion.Has anyone set up a notion to automatically route feature requests to Jira?

beeta bearApprentice

How do I export unverified contacts only?

I am trying to pull an excel file that only contains unverified contacts from our FreshDesk. it doesn’t matter how many contacts I select exporting includes all contacts, and I don’t see an field option that would display if a contact is verified or not.

Susanne EwéoContributor

Portals, Emails & Other Channels

How to hide one values in dropdown field?

What would be the script to hide one value from the ticket Type field on the customer portal?E.g. to hide value ‘Complaint’ from the Type field.

BortFrenzyContributor

Ticket & Workflow Management

Help Using APIs to Allow a Service Request to Update a Service Request

Bear with me as I explain the setup I am trying to get working. I have a service request that I would like to allow managers to put in, but then would need follow up information from HR. All the fields in the service request would then be used for automation, so I need HRs contribution to be added to the primary service request. I have an initial service request that gets the primary information I need, with fields not visible to the requester that HR will be responsible for. Once the manager submits the request, a workflow generates an email for HR with the ticket number of the service request the manager submitted along with a link to a separate service request that has the same fields that were invisible to the initial requester along with a field to put the ticket they are trying to update. HR fills in the ticket number and the extra fields needed and submits. Still with me? If so, good 👍 I am trying to use the “update requested items of a service request” api (put /api/v2/tickets

NewUserOfFreshApprentice

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

CMaginApprentice

Freshservice Workflows: Add a role using API

Hello, I was recently given the task to build a Workflow in Freshservice that can set and remove Roles for Agents. Trigger for this should be a specific Service Request being raised.Currently I am having trouble with adding this new role to the existing role array. Here are the relevant parts of my WorkflowFirst I use the API to get the Agent details that include their roles Then I use the following parser node (narrowed down to the attributes I need) But then I have the problem of how to add the new role{ "role_id": 53000134485, "assignment_scope": "entire_helpdesk", "workspace_id":2 }to the existing array that I can then write back.Expression Builder is not usable for my Use case, since outputting any String with the Expression Builder turns every double quote inside the String into a single quote And the Web Request body only accepts double quotes since this is the JSON standard. With Liquid alone I wasn’t able to find a way to insert this new role into the the Array (also tried han

mickhApprentice

Change primary language

I am new to Freshworks. I want to change the primary language from Dutch to English, but I cannot find a way to do that. Could someone help me?Also tried to change the translations for the primary language, but was only able to download the translation file, not upload it?Thanks in advance!

BrandonJApprentice

Webhooks to the API within Workflows

I am relatively new to FreshService so I apologize if this has been answered clearly elsewhere. Long story short, I am trying to sequence multiple tasks and workflows in order to automate some processes, but I am having trouble getting them to reliably trigger from one another. I have discovered this thread here:In which it is stated that, according to Support, ‘System’ events do not trigger workflows, so I have been trying to use webhooks within the Workflows to the API to get around this limitation. However, it doesn’t seem to be able to get me where I am trying to go. To illustrate what I am attempting to accomplish:The API is used to create a Task, for example Task_One There is a Workflow, Workflow_One, which is supposed to trigger when Task_One is created, and it does trigger correctly. Within Workflow_One, there is an API Webhook to create Task_Two, which is successful and Task_Two is created as expected. The workflow also continues past the point and completes the rest of the

voicenews3311Apprentice

News and Innovations

From Clicks to Conversions: Tips for Fine-Tuning Viweedy's Online Store

Hi everyone,I run an online CBD store called Viweedy and I'm looking for some advice on how to improve its visibility and attract more customers. I've already implemented some SEO strategies, but I'm wondering if there are any additional tips or best practices that I might be overlooking.Specifically, I'm curious about:Effective ways to optimize product pages for better search engine rankings. Strategies for attracting quality backlinks to improve domain authority. Tips for engaging with customers and building a loyal following on social media platforms.If anyone has experience or insights to share, I would greatly appreciate it. Also, feel free to check out Viweedy.shop and share any feedback or suggestions you might have.Thanks in advance for your help!

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