Discover the game-changing impact of Generative AI<\/strong> on customer service in this power-packed webinar.<\/p> Here\u2019s what you need to know about the session -<\/p> Agenda -<\/strong><\/u><\/p> \u00a0<\/p> What areas we will delve into -<\/u><\/strong><\/p> \u00a0<\/p> Date - Aug 8, 2023<\/strong><\/p> Time - 9:00 AM PST | 9:30 PM IST<\/strong><\/p> Hello Everyone!<\/strong><\/p> Discover the game-changing impact of Generative AI<\/strong> on customer service in this power-packed webinar.<\/p> Here\u2019s what you need to know about the session -<\/p> Agenda -<\/strong><\/u><\/p> \u00a0<\/p> What areas we will delve into -<\/u><\/strong><\/p> \u00a0<\/p> 开始 What do you do when an email address gets reused over time?\u00a0 For example John Smith joins our company\u00a0and then leaves\u00a0in 2021. \u00a0Then a different John Smith gets hired in 2023, and we've since deleted his mailbox. In freshservice we already have a John Smith as a requester using the \u201cEmail Address\u201d we would assign to the new John Smith (our schema is first_name.last_name@domain.com).<\/p> Deactivating the requester when they leave the company would make sense and preserve ticket data but yet that would still prevent us from adding a new requester with the same email address.<\/p> Forgetting the user does free us up to use that email address again but then we have ticket data that no longer has the old Requester\u2019s name associated with it but a \u201cForgotten User\u201d designation.<\/p> So I ask again, how are you all handling this situation and what are some best practices based on the fact that email addresses in the real business world do get reused from time to time.<\/p> Appreciate any feedback, thank you!<\/p>","url":"\/getting-started-11334\/how-to-handle-the-termination-of-requesters-and-reusing-of-email-addresses-31242?postid=78445#post78445","creationDate":"2023-05-31T15:14:14+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5839,"id":31242,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/how-to-handle-the-termination-of-requesters-and-reusing-of-email-addresses-31242","title":"How to handle the termination of requesters and reusing of email addresses","lastPost":{"id":79897,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Since we have no archiving solution in office 365, its easy. We never delete any account. Therefore we never run into this issue.\u00a0 Seriously though, the challenge would be between an account removed in AD but remnants in corresponding SAAS applications. During our onboarding process I check AD for a duplicate name before creating it but never thought about check FS itself for a conflict.<\/p>\t I would assume I don\u2019t need to check every SAAS app we use since the user must have existing in FS at one time. I would think I need to check FS as well as AD for onboarding now. Unless FS already uses an ObjectID for user accounts and not email as the primary key.\u00a0 Then it might not matter and FS can have multiples of the same email.\u00a0 I guess , I need to test this theory.<\/p>\t<\/div>\t<\/div><\/content-quote> Hi.<\/p> In Neo, email address is<\/strong> a primary key.<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/how-to-handle-the-termination-of-requesters-and-reusing-of-email-addresses-31242?postid=79897#post79897","creationDate":"2023-07-07T05:43:16+0000","relativeCreationDate":"27 days ago"},"lastReply":{"id":79897,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Since we have no archiving solution in office 365, its easy. We never delete any account. Therefore we never run into this issue.\u00a0 Seriously though, the challenge would be between an account removed in AD but remnants in corresponding SAAS applications. During our onboarding process I check AD for a duplicate name before creating it but never thought about check FS itself for a conflict.<\/p>\t I would assume I don\u2019t need to check every SAAS app we use since the user must have existing in FS at one time. I would think I need to check FS as well as AD for onboarding now. Unless FS already uses an ObjectID for user accounts and not email as the primary key.\u00a0 Then it might not matter and FS can have multiples of the same email.\u00a0 I guess , I need to test this theory.<\/p>\t<\/div>\t<\/div><\/content-quote> Hi.<\/p> In Neo, email address is<\/strong> a primary key.<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/how-to-handle-the-termination-of-requesters-and-reusing-of-email-addresses-31242?postid=79897#post79897","creationDate":"2023-07-07T05:43:16+0000","relativeCreationDate":"27 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":3,"relevantPost":{"id":78445,"author":{"id":19717,"url":"\/members\/zachary-king-19717","name":"zachary.king","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8ebca38f-21a5-4f36-8a1d-0fb34d0cd1b2.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" I am curious how others are handling this scenario ---<\/p> What do you do when an email address gets reused over time?\u00a0 For example John Smith joins our company\u00a0and then leaves\u00a0in 2021. \u00a0Then a different John Smith gets hired in 2023, and we've since deleted his mailbox. In freshservice we already have a John Smith as a requester using the \u201cEmail Address\u201d we would assign to the new John Smith (our schema is first_name.last_name@domain.com).<\/p> Deactivating the requester when they leave the company would make sense and preserve ticket data but yet that would still prevent us from adding a new requester with the same email address.<\/p> Forgetting the user does free us up to use that email address again but then we have ticket data that no longer has the old Requester\u2019s name associated with it but a \u201cForgotten User\u201d designation.<\/p> So I ask again, how are you all handling this situation and what are some best practices based on the fact that email addresses in the real business world do get reused from time to time.<\/p> Appreciate any feedback, thank you!<\/p>","url":"\/getting-started-11334\/how-to-handle-the-termination-of-requesters-and-reusing-of-email-addresses-31242?postid=78445#post78445","creationDate":"2023-05-31T15:14:14+0000","relativeCreationDate":"2 months ago"},"numberOfViews":44,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"79897"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Every time I go into the admin section lately, I get a flyover menu to select a workspace.\u00a0 But I am not using workspaces, so there\u2019s only one choice, and it won\u2019t go away until I make a selection.<\/p> How can I turn these things off, or reduce the amount of time they\u2019re displayed?\u00a0 The helpdesk is not able to give me any help.<\/p> In the words of Freddie Mercury:\u00a0 \u201cI\u2019m going slightly mad\u201d<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/pop-up-notifications-workspace-menu-etc-31962?postid=79832#post79832","creationDate":"2023-07-05T20:16:06+0000","relativeCreationDate":"29 days ago"},"isTopicUnread":true,"privateId":18831,"id":31962,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/pop-up-notifications-workspace-menu-etc-31962","title":"pop up notifications, workspace menu, etc","lastPost":{"id":79832,"author":{"id":37899,"url":"\/members\/jtavolaro-37899","name":"JTAVOLARO","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5bed3b32-fff6-4c21-9109-01ecc5493cf0.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":" Guys, I\u2019m really wondering if I\u2019m the only one who\u2019s seriously annoyed with the way notifications pop up and block parts of the screen?\u00a0 Like, I\u2019ll update a ticket, and i get a flyover announcement that I updated the ticket.\u00a0 I delete a task, and see a notification that the task was deleted.\u00a0 So if I delete several tasks, I get several notifications that just bloody sit there and block the entire upper right quadrant of the screen!\u00a0\u00a0<\/p> Every time I go into the admin section lately, I get a flyover menu to select a workspace.\u00a0 But I am not using workspaces, so there\u2019s only one choice, and it won\u2019t go away until I make a selection.<\/p> How can I turn these things off, or reduce the amount of time they\u2019re displayed?\u00a0 The helpdesk is not able to give me any help.<\/p> In the words of Freddie Mercury:\u00a0 \u201cI\u2019m going slightly mad\u201d<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/pop-up-notifications-workspace-menu-etc-31962?postid=79832#post79832","creationDate":"2023-07-05T20:16:06+0000","relativeCreationDate":"29 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":79832,"author":{"id":37899,"url":"\/members\/jtavolaro-37899","name":"JTAVOLARO","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5bed3b32-fff6-4c21-9109-01ecc5493cf0.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":4},"content":" Guys, I\u2019m really wondering if I\u2019m the only one who\u2019s seriously annoyed with the way notifications pop up and block parts of the screen?\u00a0 Like, I\u2019ll update a ticket, and i get a flyover announcement that I updated the ticket.\u00a0 I delete a task, and see a notification that the task was deleted.\u00a0 So if I delete several tasks, I get several notifications that just bloody sit there and block the entire upper right quadrant of the screen!\u00a0\u00a0<\/p> Every time I go into the admin section lately, I get a flyover menu to select a workspace.\u00a0 But I am not using workspaces, so there\u2019s only one choice, and it won\u2019t go away until I make a selection.<\/p> How can I turn these things off, or reduce the amount of time they\u2019re displayed?\u00a0 The helpdesk is not able to give me any help.<\/p> In the words of Freddie Mercury:\u00a0 \u201cI\u2019m going slightly mad\u201d<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/pop-up-notifications-workspace-menu-etc-31962?postid=79832#post79832","creationDate":"2023-07-05T20:16:06+0000","relativeCreationDate":"29 days ago"},"numberOfViews":19,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"79832"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
We\u2019ve handled this in my company by assigning Service Catalog items to \u201cAll Agents\u201d and then a Requester Group called \u201cNo User Access\u201d (though, \u201cNo Requester Access\u201d would probably be a better name\/match.<\/p>\t \u00a0<\/p>\t That Requester Group? \u00a0<\/p>\t It would be nice if there were just a \u201cNone\u201d option in the Agent\/Requester group settings, but since that doesn\u2019t exist, we worked around it.<\/p>\t<\/div><\/content-quote> Thanks!!!\u00a0 I will try that.\u00a0 Makes sense!<\/p>","url":"\/getting-started-11334\/it-only-requestor-group-31856?postid=79655#post79655","creationDate":"2023-06-29T19:09:11+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79655,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" We\u2019ve handled this in my company by assigning Service Catalog items to \u201cAll Agents\u201d and then a Requester Group called \u201cNo User Access\u201d (though, \u201cNo Requester Access\u201d would probably be a better name\/match.<\/p>\t \u00a0<\/p>\t That Requester Group? \u00a0<\/p>\t It would be nice if there were just a \u201cNone\u201d option in the Agent\/Requester group settings, but since that doesn\u2019t exist, we worked around it.<\/p>\t<\/div><\/content-quote> Thanks!!!\u00a0 I will try that.\u00a0 Makes sense!<\/p>","url":"\/getting-started-11334\/it-only-requestor-group-31856?postid=79655#post79655","creationDate":"2023-06-29T19:09:11+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":2,"relevantPost":{"id":79653,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" I want to make a service item visible only to IT, but IT aren\u2019t requestors, so I cannot figure out how to make an IT Only requestor group.\u00a0 Any help?\u00a0 It seems like this would be a common thing and I am just missing it.<\/p>","url":"\/getting-started-11334\/it-only-requestor-group-31856?postid=79653#post79653","creationDate":"2023-06-29T19:00:04+0000","relativeCreationDate":"1 month ago"},"numberOfViews":35,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"79655"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
To elaborate on this, can only agents request logs? We wouldn\u2019t want a requestor asking for log information. How do you parse who can make these requests? Thank you<\/p>","url":"\/getting-started-11334\/security-logs-31822?postid=79650#post79650","creationDate":"2023-06-29T17:38:10+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79650,"author":{"id":44876,"url":"\/members\/kennyta-44876","name":"kennyta","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/76cde301-fb56-4566-af97-6f80c07b7233.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" To elaborate on this, can only agents request logs? We wouldn\u2019t want a requestor asking for log information. How do you parse who can make these requests? Thank you<\/p>","url":"\/getting-started-11334\/security-logs-31822?postid=79650#post79650","creationDate":"2023-06-29T17:38:10+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":79586,"author":{"id":36811,"url":"\/members\/michaelmartel-36811","name":"michaelmartel","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/053ab7a3-8a81-4fc7-ab22-d726c46a0c5e.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Are logs available for agent permission changes? I found the logs for requestor updates but can\u2019t find logs for changes to agents\u2019 permissions.<\/p>","url":"\/getting-started-11334\/security-logs-31822?postid=79586#post79586","creationDate":"2023-06-28T15:28:17+0000","relativeCreationDate":"1 month ago"},"numberOfViews":14,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"79650"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Is there any possibility to add a menu button in the left menu?<\/p> Looking forward to hear from you!<\/p> \u00a0<\/p> GreetZ!<\/p> Chris.<\/p>","url":"\/getting-started-11334\/add-button-or-menu-option-31642?postid=79313#post79313","creationDate":"2023-06-22T10:22:59+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":6056,"id":31642,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/add-button-or-menu-option-31642","title":"add button or menu option?","lastPost":{"id":79328,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> I don't believe an option could be added to My Work.<\/p> I don\u2019t believe either that an option could be added to the left<\/em> menu.<\/p> However, adding options to the right<\/em> menu would be possible through developing a custom App. Maybe, and I\u2019m not sure about it, developing a custom App would also allow to add an option to the left menu.<\/p> I\u2019d suggest to request help to support on this.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/getting-started-11334\/add-button-or-menu-option-31642?postid=79328#post79328","creationDate":"2023-06-22T14:35:37+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79328,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> I don't believe an option could be added to My Work.<\/p> I don\u2019t believe either that an option could be added to the left<\/em> menu.<\/p> However, adding options to the right<\/em> menu would be possible through developing a custom App. Maybe, and I\u2019m not sure about it, developing a custom App would also allow to add an option to the left menu.<\/p> I\u2019d suggest to request help to support on this.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/getting-started-11334\/add-button-or-menu-option-31642?postid=79328#post79328","creationDate":"2023-06-22T14:35:37+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":1,"relevantPost":{"id":79313,"author":{"id":38802,"url":"\/members\/chris-s-38802","name":"Chris S.","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/51480d74-34cc-4e5c-8caf-292d710b2b10.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3},"content":" Hi, I got a question from a customer who asks if it possible to add a direct link to the change calender from within the menu, or from within the dropdown menu\u00a0at the top right.<\/p> Is there any possibility to add a menu button in the left menu?<\/p> Looking forward to hear from you!<\/p> \u00a0<\/p> GreetZ!<\/p> Chris.<\/p>","url":"\/getting-started-11334\/add-button-or-menu-option-31642?postid=79313#post79313","creationDate":"2023-06-22T10:22:59+0000","relativeCreationDate":"1 month ago"},"numberOfViews":17,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"79328"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Little question for a little problem, is it possible to disable the notification in a specific case ?<\/p> I mean, for example, we have the closed notification, but in our workflow, we put something on the conversation part in the same time.<\/p> It send an other notification for \u201cupdate\u201d and we have 2 mail for our user.<\/p> Is it possible do disable this one only for this case ?<\/p> Have a nice day !<\/p>","url":"\/getting-started-11334\/don-t-send-a-notification-on-specific-case-31595?postid=79237#post79237","creationDate":"2023-06-21T12:00:09+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":6028,"id":31595,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/don-t-send-a-notification-on-specific-case-31595","title":"Don't send a notification on specific case","lastPost":{"id":79244,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> If I understood correctly, I guess this can be accomplished with a little trick:<\/p> Disable the Email Notification for Requesters, for Ticket Update.<\/p> Create a Workflow that triggers for Ticket Updates, in order to send email to the requester with the update. But, in the workflow, add a condition for the ticket to be Not Closed.<\/p> This is what comes to my mind; let\u2019s wait for someone else\u2019s suggestion.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/getting-started-11334\/don-t-send-a-notification-on-specific-case-31595?postid=79244#post79244","creationDate":"2023-06-21T14:41:21+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79244,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> If I understood correctly, I guess this can be accomplished with a little trick:<\/p> Disable the Email Notification for Requesters, for Ticket Update.<\/p> Create a Workflow that triggers for Ticket Updates, in order to send email to the requester with the update. But, in the workflow, add a condition for the ticket to be Not Closed.<\/p> This is what comes to my mind; let\u2019s wait for someone else\u2019s suggestion.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/getting-started-11334\/don-t-send-a-notification-on-specific-case-31595?postid=79244#post79244","creationDate":"2023-06-21T14:41:21+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":79237,"author":{"id":43028,"url":"\/members\/maxime-moreau-43028","name":"Maxime Moreau","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi everyone,<\/p> Little question for a little problem, is it possible to disable the notification in a specific case ?<\/p> I mean, for example, we have the closed notification, but in our workflow, we put something on the conversation part in the same time.<\/p> It send an other notification for \u201cupdate\u201d and we have 2 mail for our user.<\/p> Is it possible do disable this one only for this case ?<\/p> Have a nice day !<\/p>","url":"\/getting-started-11334\/don-t-send-a-notification-on-specific-case-31595?postid=79237#post79237","creationDate":"2023-06-21T12:00:09+0000","relativeCreationDate":"1 month ago"},"numberOfViews":17,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"79244"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
this is a somewhat strange behaviour. We have a ticket field where the requester can enter a date to let the agents know at which day they can work on the ticket. Basically a desired date for when the work could be done.<\/p> Now I had a discussion with one of the requesters, because he put in the wrong date and then complained. This happened a few times. After some talking he told me that the date format is american (week starting on sunday). We use the calendar where the week starts on monday.<\/p> After finding the root of the wrongly entered dates I figured this should be an easy fix.<\/p> \u00a0<\/p> The strange thing I discovered is that the same field is formatted differently depending on if you look at it as requester or as agent. This is true for all our agents and all requesters. I couldn\u2019t find any option to change this. First I thought it was a personal account setting, but all accounts have set everything to german.<\/p> The following two pictures is from the same ticket showing the same ticket field first as agent and then as requester.<\/p> \u00a0<\/p> \u00a0<\/p> \u00a0<\/p> Maybe it\u2019s an easy fix and I\u2019m just to blind to find the correct option. Or maybe someone has seen this behaviour before as well. I appreciate every hint that could lead to a way to fix this. The way it is now will always lead to confusion, because our requesters are conditioned to think the week starts on monday after decades of using calenders this way.<\/p>","url":"\/getting-started-11334\/calendar-is-formatted-differently-for-the-same-field-30242?postid=76066#post76066","creationDate":"2023-04-03T12:56:32+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":5294,"id":30242,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/calendar-is-formatted-differently-for-the-same-field-30242","title":"Calendar is formatted differently for the same field","lastPost":{"id":79152,"author":{"id":44864,"url":"\/members\/j-jimenez-44864","name":"j.jimenez","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" This is a huge problem for us. I just noticed the inconsistencies amont the start of week.<\/p> It\u2019s tied to the languate of the user and not to the location. It cannot be set globally either.<\/p> This should be hightly prioritized to be fixed.<\/p>","url":"\/getting-started-11334\/calendar-is-formatted-differently-for-the-same-field-30242?postid=79152#post79152","creationDate":"2023-06-20T13:17:04+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79152,"author":{"id":44864,"url":"\/members\/j-jimenez-44864","name":"j.jimenez","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" This is a huge problem for us. I just noticed the inconsistencies amont the start of week.<\/p> It\u2019s tied to the languate of the user and not to the location. It cannot be set globally either.<\/p> This should be hightly prioritized to be fixed.<\/p>","url":"\/getting-started-11334\/calendar-is-formatted-differently-for-the-same-field-30242?postid=79152#post79152","creationDate":"2023-06-20T13:17:04+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":2,"relevantPost":{"id":76066,"author":{"id":33096,"url":"\/members\/tony-s-33096","name":"tony.s","avatar":"","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":" Hey,<\/p> this is a somewhat strange behaviour. We have a ticket field where the requester can enter a date to let the agents know at which day they can work on the ticket. Basically a desired date for when the work could be done.<\/p> Now I had a discussion with one of the requesters, because he put in the wrong date and then complained. This happened a few times. After some talking he told me that the date format is american (week starting on sunday). We use the calendar where the week starts on monday.<\/p> After finding the root of the wrongly entered dates I figured this should be an easy fix.<\/p> \u00a0<\/p> The strange thing I discovered is that the same field is formatted differently depending on if you look at it as requester or as agent. This is true for all our agents and all requesters. I couldn\u2019t find any option to change this. First I thought it was a personal account setting, but all accounts have set everything to german.<\/p> The following two pictures is from the same ticket showing the same ticket field first as agent and then as requester.<\/p> \u00a0<\/p> \u00a0<\/p> \u00a0<\/p> Maybe it\u2019s an easy fix and I\u2019m just to blind to find the correct option. Or maybe someone has seen this behaviour before as well. I appreciate every hint that could lead to a way to fix this. The way it is now will always lead to confusion, because our requesters are conditioned to think the week starts on monday after decades of using calenders this way.<\/p>","url":"\/getting-started-11334\/calendar-is-formatted-differently-for-the-same-field-30242?postid=76066#post76066","creationDate":"2023-04-03T12:56:32+0000","relativeCreationDate":"4 months ago"},"numberOfViews":41,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"79152"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> I have a problem that causes the requester in the sandbox instance to receive a notification. Even if all email notifications have been turned off. Could you let me know what functionality needs to be stopped from being notified to the requesters .<\/p> \u00a0<\/p> Regards,<\/p> Gobinesh.R<\/p>","url":"\/getting-started-11334\/disabling-all-email-notification-triggers-in-sandbox-instance-31523?postid=79102#post79102","creationDate":"2023-06-19T13:23:11+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5985,"id":31523,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/disabling-all-email-notification-triggers-in-sandbox-instance-31523","title":"Disabling all email Notification triggers in sandbox instance.","lastPost":{"id":79104,"author":{"id":19717,"url":"\/members\/zachary-king-19717","name":"zachary.king","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8ebca38f-21a5-4f36-8a1d-0fb34d0cd1b2.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello The email notification you are specifying, I imagine, is the one a requester receives when a change has been made to their profile. This is a system generated email and there is no way to toggle it off. I have raised this as an issue and feature request many times to no avail. A solution we came up with was\u00a0to block the emails from hitting requester inboxes, and that seems to work for us for now.<\/p> Sorry I don\u2019t have better news but hope that helps!<\/p>","url":"\/getting-started-11334\/disabling-all-email-notification-triggers-in-sandbox-instance-31523?postid=79104#post79104","creationDate":"2023-06-19T13:40:21+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":79104,"author":{"id":19717,"url":"\/members\/zachary-king-19717","name":"zachary.king","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8ebca38f-21a5-4f36-8a1d-0fb34d0cd1b2.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello The email notification you are specifying, I imagine, is the one a requester receives when a change has been made to their profile. This is a system generated email and there is no way to toggle it off. I have raised this as an issue and feature request many times to no avail. A solution we came up with was\u00a0to block the emails from hitting requester inboxes, and that seems to work for us for now.<\/p> Sorry I don\u2019t have better news but hope that helps!<\/p>","url":"\/getting-started-11334\/disabling-all-email-notification-triggers-in-sandbox-instance-31523?postid=79104#post79104","creationDate":"2023-06-19T13:40:21+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":1,"relevantPost":{"id":79102,"author":{"id":41978,"url":"\/members\/ironman-41978","name":"ironman","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/53c6b14d-3e84-4648-8eeb-1c803174c3ed.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi Team,<\/p> \u00a0<\/p> I have a problem that causes the requester in the sandbox instance to receive a notification. Even if all email notifications have been turned off. Could you let me know what functionality needs to be stopped from being notified to the requesters .<\/p> \u00a0<\/p> Regards,<\/p> Gobinesh.R<\/p>","url":"\/getting-started-11334\/disabling-all-email-notification-triggers-in-sandbox-instance-31523?postid=79102#post79102","creationDate":"2023-06-19T13:23:11+0000","relativeCreationDate":"1 month ago"},"numberOfViews":21,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"79104"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi Michael.<\/p>\t De facto, in Workflows you can use a trigger when a ticket is modified\/updated, but the data available is the new data.<\/p>\t You can\u2019t, AFAIK, manage OLD and NEW values.<\/p>\t Being that said, what I can suggest would be, creating a custom field, and in that field, upon creation, update it with the ticket requester email.<\/p>\t Then, in a Workflow triggered on Update, you would need to compare the values of the ticket requester email against the value of your custom field with the creator email, and then, if the contents differ, you may perform your required Action to Send an Email.<\/p>\t \u00a0<\/p>\t Hope this helps.<\/p>\t \u00a0<\/p>\t Regards,<\/p>\t<\/div><\/content-quote> Thanks, that\u2019s very useful. I will try it out.<\/p>","url":"\/getting-started-11334\/requestor-change-email-31451?postid=78985#post78985","creationDate":"2023-06-15T16:31:27+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78985,"author":{"id":36811,"url":"\/members\/michaelmartel-36811","name":"michaelmartel","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/053ab7a3-8a81-4fc7-ab22-d726c46a0c5e.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Hi Michael.<\/p>\t De facto, in Workflows you can use a trigger when a ticket is modified\/updated, but the data available is the new data.<\/p>\t You can\u2019t, AFAIK, manage OLD and NEW values.<\/p>\t Being that said, what I can suggest would be, creating a custom field, and in that field, upon creation, update it with the ticket requester email.<\/p>\t Then, in a Workflow triggered on Update, you would need to compare the values of the ticket requester email against the value of your custom field with the creator email, and then, if the contents differ, you may perform your required Action to Send an Email.<\/p>\t \u00a0<\/p>\t Hope this helps.<\/p>\t \u00a0<\/p>\t Regards,<\/p>\t<\/div><\/content-quote> Thanks, that\u2019s very useful. I will try it out.<\/p>","url":"\/getting-started-11334\/requestor-change-email-31451?postid=78985#post78985","creationDate":"2023-06-15T16:31:27+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":78951,"author":{"id":36811,"url":"\/members\/michaelmartel-36811","name":"michaelmartel","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/053ab7a3-8a81-4fc7-ab22-d726c46a0c5e.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" I want to send a notification email when the requestor on the ticket is changed. What trigger can I use in the Condition widget in the Workflow Automator? Is there a different way to do this?<\/p>","url":"\/getting-started-11334\/requestor-change-email-31451?postid=78951#post78951","creationDate":"2023-06-14T17:52:58+0000","relativeCreationDate":"1 month ago"},"numberOfViews":15,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78985"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Maybe an \u2018activities\u2019 button that would show all tickets and tasks.<\/p> The way it is, is horrible and inefficient, tasks assigned to me by other techs just get forgotten about.\u00a0<\/p>","url":"\/getting-started-11334\/freshservice-desperately-needs-31428?postid=78891#post78891","creationDate":"2023-06-13T17:23:20+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5935,"id":31428,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/freshservice-desperately-needs-31428","title":"FreshService Desperately needs","lastPost":{"id":78909,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> I agree.<\/p> I suggest to create a Feature Request and share here the link to it in order we could actually vote on that.<\/p> You may also submit a support case so they can have track of other source for the same feature request.<\/p> But, creating here the FR and voting on it would be the best.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/getting-started-11334\/freshservice-desperately-needs-31428?postid=78909#post78909","creationDate":"2023-06-13T20:25:34+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78909,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> I agree.<\/p> I suggest to create a Feature Request and share here the link to it in order we could actually vote on that.<\/p> You may also submit a support case so they can have track of other source for the same feature request.<\/p> But, creating here the FR and voting on it would be the best.<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/getting-started-11334\/freshservice-desperately-needs-31428?postid=78909#post78909","creationDate":"2023-06-13T20:25:34+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":4,"relevantPost":{"id":78891,"author":{"id":32837,"url":"\/members\/tecdragon-32837","name":"TecDragon","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":" Better task management, I should be able to add open tasks to my view of open tickets so that I have a single place to manage my work.\u00a0 Currently you have to flip back and forth and the \u2018tasks\u2019 is hidden in a button on the top right, it isn\u2019t even an option to put it in the list on the left.\u00a0\u00a0<\/p> Maybe an \u2018activities\u2019 button that would show all tickets and tasks.<\/p> The way it is, is horrible and inefficient, tasks assigned to me by other techs just get forgotten about.\u00a0<\/p>","url":"\/getting-started-11334\/freshservice-desperately-needs-31428?postid=78891#post78891","creationDate":"2023-06-13T17:23:20+0000","relativeCreationDate":"1 month ago"},"numberOfViews":27,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78909"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p>","url":"\/getting-started-11334\/show-business-hours-on-portal-31389?postid=78787#post78787","creationDate":"2023-06-09T19:12:59+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5914,"id":31389,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/show-business-hours-on-portal-31389","title":"Show Business Hours on Portal","lastPost":{"id":78792,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Yes. If you\u2019re not willing to post a phone number, you could use that field for that.<\/p> But, if you\u2019re using a phone number, you can always go to:<\/p> Admin - Service Desk Rebranding - Customize Support Portal - Portal Customization - Layout & pages - Portal layout - Header (assuming you want to show it in header; otherwise, you could go to Footer).<\/p> And place your required data among the appropriate sections; for instance, you could add this before<\/strong> section pull-right<\/em>.<\/p> \u00a0<\/p> Hope this helps.<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/show-business-hours-on-portal-31389?postid=78792#post78792","creationDate":"2023-06-10T04:55:28+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78792,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Yes. If you\u2019re not willing to post a phone number, you could use that field for that.<\/p> But, if you\u2019re using a phone number, you can always go to:<\/p> Admin - Service Desk Rebranding - Customize Support Portal - Portal Customization - Layout & pages - Portal layout - Header (assuming you want to show it in header; otherwise, you could go to Footer).<\/p> And place your required data among the appropriate sections; for instance, you could add this before<\/strong> section pull-right<\/em>.<\/p> \u00a0<\/p> Hope this helps.<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/show-business-hours-on-portal-31389?postid=78792#post78792","creationDate":"2023-06-10T04:55:28+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":78787,"author":{"id":41688,"url":"\/members\/malokt-41688","name":"malokt","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1},"content":" Is there a way to show our business hours on the portal?\u00a0 It only shows the phone number in the header:<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/show-business-hours-on-portal-31389?postid=78787#post78787","creationDate":"2023-06-09T19:12:59+0000","relativeCreationDate":"1 month ago"},"numberOfViews":15,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78792"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Are there any freelancers out there willing to help with Freshservice setup, such as workflows, ticketing, and portal customaization?\u00a0 I don\u2019t have enough time to do all the research and ask forum questions every day to help figure stuff out, so I just need help with setting up the system to work with our business processes (or setup new bus processes).\u00a0 I can\u2019t pay much, but don\u2019t really need too much - just a little help from someone.<\/p>","url":"\/getting-started-11334\/freelancers-to-assist-with-freshservice-configuration-31367?postid=78752#post78752","creationDate":"2023-06-08T16:23:57+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":78752,"author":{"id":41688,"url":"\/members\/malokt-41688","name":"malokt","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1},"content":" Are there any freelancers out there willing to help with Freshservice setup, such as workflows, ticketing, and portal customaization?\u00a0 I don\u2019t have enough time to do all the research and ask forum questions every day to help figure stuff out, so I just need help with setting up the system to work with our business processes (or setup new bus processes).\u00a0 I can\u2019t pay much, but don\u2019t really need too much - just a little help from someone.<\/p>","url":"\/getting-started-11334\/freelancers-to-assist-with-freshservice-configuration-31367?postid=78752#post78752","creationDate":"2023-06-08T16:23:57+0000","relativeCreationDate":"1 month ago"},"numberOfViews":19,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78752"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Use case: Our HR folks send an all staff email with the New Hires, Exiting Employees, Promotions, Transfers, etc, to include Name, Title, Date.\u00a0 If we could base this email on the HR tickets from the week, it would save a lot of extra work.<\/p>","url":"\/getting-started-11334\/email-notification-on-multiple-tickets-31343?postid=78709#post78709","creationDate":"2023-06-07T14:30:06+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5888,"id":31343,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/email-notification-on-multiple-tickets-31343","title":"Email Notification on Multiple Tickets","lastPost":{"id":78750,"author":{"id":41688,"url":"\/members\/malokt-41688","name":"malokt","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1},"content":" You could possibly use analytics for this, and send out a daily or weekly email with a PDF summary of that widget or report.\u00a0 \t \u00a0<\/p>\t<\/div><\/content-quote> Thanks, I think I understand how to schedule reports, but I\u2019m struggling with how to write a report to capture information from multiple tickets.\u00a0 I will need to base it off something, like maybe ticket subject or item type, I think.\u00a0 I\u2019ll keep poking at it, but welcome any suggestions if I\u2019m on the wrong track.\u00a0 :)<\/p>","url":"\/getting-started-11334\/email-notification-on-multiple-tickets-31343?postid=78750#post78750","creationDate":"2023-06-08T14:28:53+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78750,"author":{"id":41688,"url":"\/members\/malokt-41688","name":"malokt","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1},"content":" You could possibly use analytics for this, and send out a daily or weekly email with a PDF summary of that widget or report.\u00a0 \t \u00a0<\/p>\t<\/div><\/content-quote> Thanks, I think I understand how to schedule reports, but I\u2019m struggling with how to write a report to capture information from multiple tickets.\u00a0 I will need to base it off something, like maybe ticket subject or item type, I think.\u00a0 I\u2019ll keep poking at it, but welcome any suggestions if I\u2019m on the wrong track.\u00a0 :)<\/p>","url":"\/getting-started-11334\/email-notification-on-multiple-tickets-31343?postid=78750#post78750","creationDate":"2023-06-08T14:28:53+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":78709,"author":{"id":41688,"url":"\/members\/malokt-41688","name":"malokt","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1},"content":" Is there a way to generate an email notification to go out on a schedule, to include multiple tickets?<\/p> Use case: Our HR folks send an all staff email with the New Hires, Exiting Employees, Promotions, Transfers, etc, to include Name, Title, Date.\u00a0 If we could base this email on the HR tickets from the week, it would save a lot of extra work.<\/p>","url":"\/getting-started-11334\/email-notification-on-multiple-tickets-31343?postid=78709#post78709","creationDate":"2023-06-07T14:30:06+0000","relativeCreationDate":"1 month ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78750"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Hi,<\/p> Currently, it is not<\/strong> possible to use a custom prefix number.<\/p> I\u2019d particularly love this too.<\/p> If you submit or have already submitted this as a Feature Request, please share the link in order we could vote.<\/p> \u00a0<\/p> Regards.<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/freshservice-ticket-s-numbering-31358?postid=78729#post78729","creationDate":"2023-06-08T04:17:00+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78729,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi,<\/p> Currently, it is not<\/strong> possible to use a custom prefix number.<\/p> I\u2019d particularly love this too.<\/p> If you submit or have already submitted this as a Feature Request, please share the link in order we could vote.<\/p> \u00a0<\/p> Regards.<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/freshservice-ticket-s-numbering-31358?postid=78729#post78729","creationDate":"2023-06-08T04:17:00+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":78728,"author":{"id":39546,"url":"\/members\/aldo-39546","name":"aldo","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi, I have a query about ticketing in Freshservice. So it seems that Google properly processed and delivered the message to Freshservice (54.89.18.17 is an AWS IP#) without error but that Freshservice did nothing with it, felt that it was not authenticated, or couldn\u2019t parse it.<\/p> This email address has been validated in Freshservice:<\/p> I would welcome any expertise or help here. Why won\u2019t this work? Hi.<\/p> Thanks for your explanation. Not sure this is something on FS side; seems more likely to be on Google side.<\/p> But once again, thanks for sharing your results.<\/p> \u00a0<\/p> Sincerely,<\/p>","url":"\/getting-started-11334\/trying-to-get-domained-email-creating-tickets-in-freshservice-31288?postid=78666#post78666","creationDate":"2023-06-06T20:16:58+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78666,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Thanks for your explanation. Not sure this is something on FS side; seems more likely to be on Google side.<\/p> But once again, thanks for sharing your results.<\/p> \u00a0<\/p> Sincerely,<\/p>","url":"\/getting-started-11334\/trying-to-get-domained-email-creating-tickets-in-freshservice-31288?postid=78666#post78666","creationDate":"2023-06-06T20:16:58+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":1,"relevantPost":{"id":78568,"author":{"id":44313,"url":"\/members\/atlassol-44313","name":"AtlasSol","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/943f7bcd-c278-4c06-ad8b-5ccfeeb8bfce.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" We use Google Workspace with our domain being <example.com>. We\u00a0want to have users email tickets to helpdesk@example.com<\/a>\u00a0to generate a new ticket (or tag an existing one). I\u2019ve seen the advice \u201cdon\u2019t use Google Groups\u201d to do this, but I also don\u2019t see the need to pay for a single user account just to have it forward all mail over to Freshservice and Google doesn\u2019t support domain level email aliases. So it seems that Google properly processed and delivered the message to Freshservice (54.89.18.17 is an AWS IP#) without error but that Freshservice did nothing with it, felt that it was not authenticated, or couldn\u2019t parse it.<\/p> This email address has been validated in Freshservice:<\/p> I would welcome any expertise or help here. Why won\u2019t this work? We are new to Freshservice and we have 3 admins.\u00a0 We have been thinking about how we can be sure the Sandbox isn\u2019t overlapped with the other admins making changes.\u00a0 There is no way in Freshservice to see who created the Sandbox and who is working in it.\u00a0 How do you guys manage the Sandbox with multiple admins?\u00a0 I want to ensure we don\u2019t delete the Sandbox when others might be using it, or making changes in Sandbox that would affect other changes being tested, etc.<\/p>","url":"\/getting-started-11334\/sandbox-management-31301?postid=78616#post78616","creationDate":"2023-06-05T14:41:23+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":78616,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" We are new to Freshservice and we have 3 admins.\u00a0 We have been thinking about how we can be sure the Sandbox isn\u2019t overlapped with the other admins making changes.\u00a0 There is no way in Freshservice to see who created the Sandbox and who is working in it.\u00a0 How do you guys manage the Sandbox with multiple admins?\u00a0 I want to ensure we don\u2019t delete the Sandbox when others might be using it, or making changes in Sandbox that would affect other changes being tested, etc.<\/p>","url":"\/getting-started-11334\/sandbox-management-31301?postid=78616#post78616","creationDate":"2023-06-05T14:41:23+0000","relativeCreationDate":"1 month ago"},"numberOfViews":11,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78616"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/adding-decription-to-list-view-31272?postid=78517#post78517","creationDate":"2023-06-01T21:30:30+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5853,"id":31272,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/adding-decription-to-list-view-31272","title":"Adding Decription to List view","lastPost":{"id":78581,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Exactly as Keefe suggested. That may be also too much data to display,<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/getting-started-11334\/adding-decription-to-list-view-31272?postid=78581#post78581","creationDate":"2023-06-04T07:44:50+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78581,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Exactly as Keefe suggested. That may be also too much data to display,<\/p> \u00a0<\/p> Regards,<\/p>","url":"\/getting-started-11334\/adding-decription-to-list-view-31272?postid=78581#post78581","creationDate":"2023-06-04T07:44:50+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":1,"relevantPost":{"id":78517,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Anyone had any luck adding \u201cDescription\u201d to the Ticket List view instead of or in addition to \u201cSubject\u201d?<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/adding-decription-to-list-view-31272?postid=78517#post78517","creationDate":"2023-06-01T21:30:30+0000","relativeCreationDate":"2 months ago"},"numberOfViews":9,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78581"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> Thanks!<\/p>","url":"\/getting-started-11334\/what-is-a-response-31262?postid=78500#post78500","creationDate":"2023-06-01T15:22:13+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5850,"id":31262,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/what-is-a-response-31262","title":"What is a \"Response\"?","lastPost":{"id":78579,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Adding to Keefe response<\/em> , you may find these links helpful:<\/p> https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000000649-what-is-the-difference-between-response-due-and-overdue-<\/a><\/p> https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/156455-understanding-due-by-times-and-sla-policies<\/a><\/p> https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/156457-defining-your-default-sla-policy<\/a><\/p> https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/234443-replying-to-tickets<\/a><\/p> https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/154906-replying-to-tickets<\/a><\/p> \u00a0<\/p> Regards,<\/p>","url":"\/getting-started-11334\/what-is-a-response-31262?postid=78579#post78579","creationDate":"2023-06-04T07:35:19+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":78579,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Adding to Keefe response<\/em> , you may find these links helpful:<\/p> https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000000649-what-is-the-difference-between-response-due-and-overdue-<\/a><\/p> https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/156455-understanding-due-by-times-and-sla-policies<\/a><\/p> https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/156457-defining-your-default-sla-policy<\/a><\/p> https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/234443-replying-to-tickets<\/a><\/p> Since Freshworks doesn\u2019t offer this, can anyone suggest a training course that would get us up to an advanced level?<\/p>","url":"\/getting-started-11334\/advanced-freshservice-training-31284?postid=78547#post78547","creationDate":"2023-06-02T12:42:12+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5859,"id":31284,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/advanced-freshservice-training-31284","title":"Advanced Freshservice Training","lastPost":{"id":78550,"author":{"id":36811,"url":"\/members\/michaelmartel-36811","name":"michaelmartel","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/053ab7a3-8a81-4fc7-ab22-d726c46a0c5e.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" We\u2019re looking for options for training our Freshservice admins on all the features in the Workflow Automator, APIs, web requests, JSON, expressions, etc. I believe Freshworks is leaving a lot of money on the table by not offering training such as this. We would easily pay several thousand dollars per person for training so we can fully utilize our system.<\/p> Since Freshworks doesn\u2019t offer this, can anyone suggest a training course that would get us up to an advanced level?<\/p>","url":"\/getting-started-11334\/advanced-freshservice-training-31284?postid=78547#post78547","creationDate":"2023-06-02T12:42:12+0000","relativeCreationDate":"2 months ago"},"numberOfViews":37,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78550"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I have about 2500 contacts with a primary email address that has changed. Hello,\u00a0Kyle<\/p> To configure SAML SSO with ADFS, follow these steps:<\/strong><\/p> I hope this is helpful to you.<\/p>","url":"\/getting-started-11334\/how-to-configure-saml-sso-with-adfs-31117?postid=78165#post78165","creationDate":"2023-05-24T10:32:44+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78165,"author":{"id":43860,"url":"\/members\/karren-becker-43860","name":"karren-becker","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3eb39d9c-a402-4116-a8d5-badea91451f0.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" Hello,\u00a0Kyle<\/p> To configure SAML SSO with ADFS, follow these steps:<\/strong><\/p> I hope this is helpful to you.<\/p>","url":"\/getting-started-11334\/how-to-configure-saml-sso-with-adfs-31117?postid=78165#post78165","creationDate":"2023-05-24T10:32:44+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":78114,"author":{"id":43745,"url":"\/members\/kylejd-43745","name":"KyleJD","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6c39376f-810b-4e57-9ce9-29d6417d7445.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" I do not know why FreshService team decided to remove basic authentiation, using username & password and propose solution to use API Key since I believe they are not interchangable.<\/p> I have difficulties when my customer wants to develop a custom mobile app for agent, integrated with Freshservice system. However, without authentication using username & password, user will need to input api key (obtained from their account in Freshservice webpage) to be able to login to system. The API Key is not designed for user to input to Password text field because it is generated by system under a certain complexity policy.\u00a0\u00a0\u00a0<\/p> Product team please consider option to keep authentication method using Username\/ Password.<\/p> Thanks<\/p> \u00a0Trung.Le<\/p>","url":"\/getting-started-11334\/authentication-from-custom-mobile-app-3rd-party-app-31065?postid=77960#post77960","creationDate":"2023-05-19T08:17:04+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":18734,"id":31065,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/authentication-from-custom-mobile-app-3rd-party-app-31065","title":"Authentication from custom Mobile App\/ 3rd party app","lastPost":{"id":78001,"author":{"id":42531,"url":"\/members\/trung-le-42531","name":"TRUNG LE","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2ca6f2fb-629c-4904-b405-84497130f502.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi,<\/p> Thanks for your clarification.<\/p> As my experience, most of systems now support issuing JWT Token or Access\/ Refresh token mechanism to access API\u00a0after first authentication (using username & password).\u00a0<\/p> I think FW should notice customer and\u00a0leave the decision\u00a0to customer rather than remove the mechanism. System engineers will aware of the risk and the business needs then they will decide to use suitable and secure mechanism.<\/p> Regards,<\/p> Trung.Le<\/p>","url":"\/getting-started-11334\/authentication-from-custom-mobile-app-3rd-party-app-31065?postid=78001#post78001","creationDate":"2023-05-20T03:38:15+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78001,"author":{"id":42531,"url":"\/members\/trung-le-42531","name":"TRUNG LE","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2ca6f2fb-629c-4904-b405-84497130f502.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi,<\/p> Thanks for your clarification.<\/p> As my experience, most of systems now support issuing JWT Token or Access\/ Refresh token mechanism to access API\u00a0after first authentication (using username & password).\u00a0<\/p> I think FW should notice customer and\u00a0leave the decision\u00a0to customer rather than remove the mechanism. System engineers will aware of the risk and the business needs then they will decide to use suitable and secure mechanism.<\/p> Regards,<\/p> Trung.Le<\/p>","url":"\/getting-started-11334\/authentication-from-custom-mobile-app-3rd-party-app-31065?postid=78001#post78001","creationDate":"2023-05-20T03:38:15+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":77960,"author":{"id":42531,"url":"\/members\/trung-le-42531","name":"TRUNG LE","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2ca6f2fb-629c-4904-b405-84497130f502.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" Hi,<\/p> I do not know why FreshService team decided to remove basic authentiation, using username & password and propose solution to use API Key since I believe they are not interchangable.<\/p> I have difficulties when my customer wants to develop a custom mobile app for agent, integrated with Freshservice system. However, without authentication using username & password, user will need to input api key (obtained from their account in Freshservice webpage) to be able to login to system. The API Key is not designed for user to input to Password text field because it is generated by system under a certain complexity policy.\u00a0\u00a0\u00a0<\/p> Product team please consider option to keep authentication method using Username\/ Password.<\/p> Thanks<\/p> \u00a0Trung.Le<\/p>","url":"\/getting-started-11334\/authentication-from-custom-mobile-app-3rd-party-app-31065?postid=77960#post77960","creationDate":"2023-05-19T08:17:04+0000","relativeCreationDate":"2 months ago"},"numberOfViews":35,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78001"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
We would like to give agents the ability to send or resend verification emails to contacts in Freshservice. We do not send activation emails automatically.<\/p> Administrators currently have the ability to send activation emails, but agents do not see the link to send activation emails. We would like to delegate that to agents in a specific role.<\/p> Is this currently possible?<\/p> \u00a0<\/p> TIA<\/p>","url":"\/getting-started-11334\/freshservice-allow-agents-to-send-activation-emails-30982?postid=77780#post77780","creationDate":"2023-05-16T16:10:00+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5688,"id":30982,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/freshservice-allow-agents-to-send-activation-emails-30982","title":"Freshservice: Allow agents to send activation emails","lastPost":{"id":77839,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Answering your inquiry,\u00a0 unfortunately this is, currently, not possible.<\/p> And this is a so much needed feature.<\/p> \u00a0<\/p> Id suggest to submit the feature request, poat the link here so we could be aware of and vote, and even submit a case in order FreshWorks be aware of how many customers are needing this\u00a0<\/p> \u00a0<\/p> It seems it is due to the design of the contacts being part of the nain portal site and not completely dependent on FreshService portal. In other words,\u00a0this is a By Design limitation.<\/p> \u00a0<\/p> It definitely requiere some thinking and developing in order to achieve it with this current model.<\/p> \u00a0<\/p> \u00a0<\/p> Regards,<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/freshservice-allow-agents-to-send-activation-emails-30982?postid=77839#post77839","creationDate":"2023-05-17T09:03:03+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":77839,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi.<\/p> Answering your inquiry,\u00a0 unfortunately this is, currently, not possible.<\/p> And this is a so much needed feature.<\/p> \u00a0<\/p> Id suggest to submit the feature request, poat the link here so we could be aware of and vote, and even submit a case in order FreshWorks be aware of how many customers are needing this\u00a0<\/p> \u00a0<\/p> It seems it is due to the design of the contacts being part of the nain portal site and not completely dependent on FreshService portal. In other words,\u00a0this is a By Design limitation.<\/p> \u00a0<\/p> It definitely requiere some thinking and developing in order to achieve it with this current model.<\/p> \u00a0<\/p> \u00a0<\/p> Regards,<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/freshservice-allow-agents-to-send-activation-emails-30982?postid=77839#post77839","creationDate":"2023-05-17T09:03:03+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":1,"relevantPost":{"id":77780,"author":{"id":30338,"url":"\/members\/joesuarez-30338","name":"JoeSuarez","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" Hello,<\/p> We would like to give agents the ability to send or resend verification emails to contacts in Freshservice. We do not send activation emails automatically.<\/p> Administrators currently have the ability to send activation emails, but agents do not see the link to send activation emails. We would like to delegate that to agents in a specific role.<\/p> Is this currently possible?<\/p> \u00a0<\/p> TIA<\/p>","url":"\/getting-started-11334\/freshservice-allow-agents-to-send-activation-emails-30982?postid=77780#post77780","creationDate":"2023-05-16T16:10:00+0000","relativeCreationDate":"2 months ago"},"numberOfViews":11,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"77839"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> Thank you!<\/p>","url":"\/getting-started-11334\/agent-group-business-rule-issue-30531?postid=76759#post76759","creationDate":"2023-04-19T15:11:35+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5456,"id":30531,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/agent-group-business-rule-issue-30531","title":"Agent Group Business Rule issue","lastPost":{"id":76791,"author":{"id":19717,"url":"\/members\/zachary-king-19717","name":"zachary.king","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8ebca38f-21a5-4f36-8a1d-0fb34d0cd1b2.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello If you set up your Agent Roles and their respective scopes correctly you should be good to minimize visibility of groups with a few business rules.<\/p> Hope that helps and doesn\u2019t cause additional confusion\u00a0:)<\/p>","url":"\/getting-started-11334\/agent-group-business-rule-issue-30531?postid=76791#post76791","creationDate":"2023-04-20T21:56:06+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76791,"author":{"id":19717,"url":"\/members\/zachary-king-19717","name":"zachary.king","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8ebca38f-21a5-4f36-8a1d-0fb34d0cd1b2.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello If you set up your Agent Roles and their respective scopes correctly you should be good to minimize visibility of groups with a few business rules.<\/p> Hope that helps and doesn\u2019t cause additional confusion\u00a0:)<\/p>","url":"\/getting-started-11334\/agent-group-business-rule-issue-30531?postid=76791#post76791","creationDate":"2023-04-20T21:56:06+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":1,"relevantPost":{"id":76759,"author":{"id":36244,"url":"\/members\/heatherm14-36244","name":"HeatherM14","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/96883d53-bbaf-4410-b840-90b13957bf64.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":1},"content":" Does anyone have any suggestions or example business rules they would be willing to share around setting viewable groups based on logged in Agent groups?\u00a0 \u00a0<\/p> Thank you!<\/p>","url":"\/getting-started-11334\/agent-group-business-rule-issue-30531?postid=76759#post76759","creationDate":"2023-04-19T15:11:35+0000","relativeCreationDate":"3 months ago"},"numberOfViews":42,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"76791"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Yes, it is possible.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/reactivate-multiple-requesters-easily-quickly-30545?postid=76787#post76787","creationDate":"2023-04-20T17:21:04+0000","relativeCreationDate":"3 months ago"},"lastReply":{"id":76787,"author":{"id":33788,"url":"\/members\/surbhi-33788","name":"Surbhi","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c2fea268-6a3f-4959-a7ba-5b39754d45a0.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":3},"content":" Yes, it is possible.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/getting-started-11334\/reactivate-multiple-requesters-easily-quickly-30545?postid=76787#post76787","creationDate":"2023-04-20T17:21:04+0000","relativeCreationDate":"3 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":1,"relevantPost":{"id":76783,"author":{"id":39469,"url":"\/members\/mariamp-39469","name":"MariamP","avatar":"","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1},"content":" Is there a way to activate many requesters in bulk? Due to some unrelated work (I think), I have around 300 requesters that are currently deactivated in freshservice, and I want to re-activate them.<\/p>","url":"\/getting-started-11334\/reactivate-multiple-requesters-easily-quickly-30545?postid=76783#post76783","creationDate":"2023-04-20T15:13:04+0000","relativeCreationDate":"3 months ago"},"numberOfViews":25,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"76787"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.![\"\ud83d\udccc\"](\"https:\/\/cdn.jsdelivr.net\/emojione\/assets\/png\/1f4cc.png?v=2.2.7\"\/ "\\":pushpin:\\"")
Generative AI\u2019s impact on customer service and support<\/p> Quick demo on leveraging AI for enhanced customer service functions<\/p> Q&A session<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section> Understand how Generative AI is transforming customer service<\/p> Discover how AI enhances self-service and delivers quick resolutions, freeing up agent time<\/p> Explore Freshworks' newly launched Freddy AI, powered by Generative AI, for automating repetitive tasks and maximising productivity<\/p>\u00a0 Learn how Freddy AI enables proactive issue identification and timely decision-making for business\u00a0growth<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>![\"\ud83d\udc49\ud83c\udffd\"](\"https:\/\/cdn.jsdelivr.net\/emojione\/assets\/png\/1f449-1f3fd.png?v=2.2.7\"\/ "\\":point_right_tone3:\\"")
\u00a0RSVP NOW !!<\/strong><\/a><\/p>","author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e865e8ef-3f5e-4151-899f-7677e48d6699.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"type":"Webinar","url":"https:\/\/community.freshworks.com\/events\/unleash-ai-cx-gets-more-personalized-predictive-and-optimized-227","image":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/125f6bf9-d0ed-43bb-be49-e160f57f0c14_thumb.jpg","location":"","startsAt":1691510400,"endsAt":1691514000,"contentType":"event","attendees":[],"attendeeCount":0,"isLoggedInUserAttendee":false,"createdAt":"1690397491"},"config":{"selectedTopic":{"id":227,"title":"Unleash AI: CX gets more Personalized, Predictive, and Optimized","content":" Generative AI\u2019s impact on customer service and support<\/p> Quick demo on leveraging AI for enhanced customer service functions<\/p> Q&A session<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section> Understand how Generative AI is transforming customer service<\/p> Discover how AI enhances self-service and delivers quick resolutions, freeing up agent time<\/p> Explore Freshworks' newly launched Freddy AI, powered by Generative AI, for automating repetitive tasks and maximising productivity<\/p>\u00a0 Learn how Freddy AI enables proactive issue identification and timely decision-making for business\u00a0growth<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/section>开始
42 Topics
![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/96362ec1-99e9-4b52-bacc-82cdb7b89090.png\")
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\t\u00a0<\/p>\t![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/de3491bb-cbf0-40ba-80ea-16423c4ae110.png\")
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\tEmpty.
\t\u00a0<\/p>\t<\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/b70604f0-f35b-4d8e-8009-7d32352cd259.png\")
<\/figure>
Or to add a menu-item to the \u201cMy Work\u201d dropdown?\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/9889cd36-fadb-4660-bed4-8e296505cda8.png\")
<\/figure><\/figure>
Or to add a menu-item to the \u201cMy Work\u201d dropdown?\u00a0<\/p><\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7ef040e6-a6ee-4ac2-9071-30d195d30d89.png\")
<\/figure>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/d8d5bf9e-d344-4eb5-9d83-40e1ef8b8600.png\")
<\/figure><\/figure><\/figure><div class=\"helpdesk-number {{ternary portal.contact_information 'ficon-phone' ''}} hide-on-mobile\">
{{{portal.contact_information}}}
<\/div><\/code><\/pre><div class=\"helpdesk-number {{ternary portal.contact_information 'ficon-phone' ''}} hide-on-mobile\">
{{{portal.contact_information}}}
<\/div><\/code><\/pre>
\t\u00a0<\/p>\t
\t\u00a0<\/p>\t
Can anyone please tell me, is there possible to use a custom prefix number on ticketing around Incident \/ Problem \/ Change \/ Release?
Thank you.\u00a0\ud83d\ude42<\/p>","url":"\/getting-started-11334\/freshservice-ticket-s-numbering-31358?postid=78728#post78728","creationDate":"2023-06-08T04:08:51+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":18759,"id":31358,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/freshservice-ticket-s-numbering-31358","title":"Freshservice Ticket's Numbering","lastPost":{"id":78729,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":"
Can anyone please tell me, is there possible to use a custom prefix number on ticketing around Incident \/ Problem \/ Change \/ Release?
Thank you.\u00a0\ud83d\ude42<\/p>","url":"\/getting-started-11334\/freshservice-ticket-s-numbering-31358?postid=78728#post78728","creationDate":"2023-06-08T04:08:51+0000","relativeCreationDate":"1 month ago"},"numberOfViews":36,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78729"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I have set up a group helpdesk@example.com<\/a>\u00a0and made a member of this group, examplehelpdesk@example.freshservice.com<\/a>\u00a0(the email address auto generated by the system) along with another test account. I even turned off \u201cCollaborative Inbox\u201d to avoid the problems this might pose.
But when I send mail to the helpdesk@example.com<\/a>\u00a0address, it is correctly delivered to the test account every time, but never generates a ticket in Freshservice. Looking at the mail report logs for the Group.\u00a0<\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/563a7450-85b0-4c9a-a03f-83af028cc642.png\")
![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/b5886c4a-de41-4661-8836-6cec9920e421.png\")
<\/figure>
\u00a0<\/p>","url":"\/getting-started-11334\/trying-to-get-domained-email-creating-tickets-in-freshservice-31288?postid=78568#post78568","creationDate":"2023-06-02T23:55:12+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5861,"id":31288,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/trying-to-get-domained-email-creating-tickets-in-freshservice-31288","title":"Trying to get domained email creating tickets in freshservice","lastPost":{"id":78666,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":"
I have set up a group helpdesk@example.com<\/a>\u00a0and made a member of this group, examplehelpdesk@example.freshservice.com<\/a>\u00a0(the email address auto generated by the system) along with another test account. I even turned off \u201cCollaborative Inbox\u201d to avoid the problems this might pose.
But when I send mail to the helpdesk@example.com<\/a>\u00a0address, it is correctly delivered to the test account every time, but never generates a ticket in Freshservice. Looking at the mail report logs for the Group.\u00a0<\/p><\/figure>
\u00a0<\/p>","url":"\/getting-started-11334\/trying-to-get-domained-email-creating-tickets-in-freshservice-31288?postid=78568#post78568","creationDate":"2023-06-02T23:55:12+0000","relativeCreationDate":"2 months ago"},"numberOfViews":24,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78666"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
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<\/figure><\/figure>
How can I change the primary email address without creating a new contact.
I tried just import a csv where only the primary email was changed and it created a lot of new contacts.
Any suggestion is welcome.<\/p>","url":"\/getting-started-11334\/change-primary-email-address-without-creating-a-new-contact-31148?postid=78200#post78200","creationDate":"2023-05-25T05:27:06+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5786,"id":31148,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11334,"isIdeation":false,"url":"\/getting-started-11334","title":"Getting Started","description":"Getting Started"},"url":"\/getting-started-11334\/change-primary-email-address-without-creating-a-new-contact-31148","title":"Change primary email address without creating a new contact","lastPost":{"id":78237,"author":{"id":41980,"url":"\/members\/ericroeland-41980","name":"EricRoeland","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"
Thank you very much for this solution.<\/p>","url":"\/getting-started-11334\/change-primary-email-address-without-creating-a-new-contact-31148?postid=78237#post78237","creationDate":"2023-05-26T05:14:03+0000","relativeCreationDate":"2 months ago"},"lastReply":{"id":78237,"author":{"id":41980,"url":"\/members\/ericroeland-41980","name":"EricRoeland","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"
Thank you very much for this solution.<\/p>","url":"\/getting-started-11334\/change-primary-email-address-without-creating-a-new-contact-31148?postid=78237#post78237","creationDate":"2023-05-26T05:14:03+0000","relativeCreationDate":"2 months ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":1,"relevantPost":{"id":78200,"author":{"id":41980,"url":"\/members\/ericroeland-41980","name":"EricRoeland","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":"
How can I change the primary email address without creating a new contact.
I tried just import a csv where only the primary email was changed and it created a lot of new contacts.
Any suggestion is welcome.<\/p>","url":"\/getting-started-11334\/change-primary-email-address-without-creating-a-new-contact-31148?postid=78200#post78200","creationDate":"2023-05-25T05:27:06+0000","relativeCreationDate":"2 months ago"},"numberOfViews":39,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78237"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
how to configure SAML SSO with ADFS<\/h2>","url":"\/getting-started-11334\/how-to-configure-saml-sso-with-adfs-31117?postid=78114#post78114","creationDate":"2023-05-23T08:02:20+0000","relativeCreationDate":"2 months ago"},"numberOfViews":51,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"78165"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"be6c35d60275da6f1367fb4de267004524a9da4d","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
We have several agent groups and there is a lot of cross team visibility as observers. This seems to be impacting our business rules around setting viewable groups. We have a lot of different departments using Freshservice and don\u2019t currently have Workspaces enabled (but hopefully soon). For example, the Finance groups don\u2019t necessarily need to have the Agent groups for other technology teams showing so we have business rules limiting the groups they see.\u00a0<\/p>
We have several agent groups and there is a lot of cross team visibility as observers. This seems to be impacting our business rules around setting viewable groups. We have a lot of different departments using Freshservice and don\u2019t currently have Workspaces enabled (but hopefully soon). For example, the Finance groups don\u2019t necessarily need to have the Agent groups for other technology teams showing so we have business rules limiting the groups they see.\u00a0<\/p>
\tPFA the screenshot for reference.<\/li><\/ol>
Note<\/em><\/strong><\/u>:\u00a0You will not be able to select all 300 together It will need to be done page by page.<\/em><\/p>![\"//m.teammarx.com/community/\"](\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/61cc7f28-db55-40ac-a321-74dcbddf6f01.png\")
<\/figure>
\tPFA the screenshot for reference.<\/li><\/ol>
Note<\/em><\/strong><\/u>:\u00a0You will not be able to select all 300 together It will need to be done page by page.<\/em><\/p><\/figure>Badge winners
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Functional","cookiepolicy.modal.level2":"Normal
Functional + analytics","cookiepolicy.modal.level3":"Complete
Functional + analytics + social media + embedded videos"}}}">
![Smooth talker [5]](https://uploads-us-west-2.insided.com/freshworks-en/attachment/f15ed3b9-d6e9-46d3-839c-3e944abedf19.png "Smooth talker [5]")
