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#2b3346;--config-username-color: #322c75;--config-widget-tabs-active-border-color: #322c75;--config-widgets-action-link-color: #322c75;--config-button-border-width: 1px;--config-button-border-radius: 4px;--config-button-cta-hover-border-radius: 4px;--config-button-cta-active-border-radius: 4px;--config-button-secondary-hover-border-radius: 4px;--config-button-secondary-active-border-radius: 4px;--config-button-toggle-hover-border-radius: 4px;--config-button-toggle-active-border-radius: 4px;--config-button-toggle-on-hover-border-radius: 4px;--config-button-toggle-on-active-border-radius: 4px;--config-button-cancel-hover-border-radius: 4px;--config-button-cancel-active-border-radius: 4px;--config-button-toggle-hover-border-width: 1px;--config-button-toggle-active-border-width: 1px;--config-button-toggle-on-hover-border-width: 1px;--config-button-toggle-on-active-border-width: 1px;--config-button-cancel-hover-border-width: 1px;--config-button-cancel-active-border-width: 1px;}</style> <div data-preact="shared/modules/Layout/Devtool/index" class="" data-props="{}"><undefined></undefined></div> <link href="https://dowpznhhyvkm4.cloudfront.net/2024-11-27-10-00-15-8a0fa88a67/dist/css/forum.css" id='main-css' rel="stylesheet" type="text/css" /> <script nonce="">if (!(window.CSS && CSS.supports('color', 'var(--fake-var)'))) { document.head.removeChild(document.getElementById('main-css')) document.write('<link href="/destination.css" rel="stylesheet" type="text/css"><\x2flink>'); }</script> <style> /* Note: We recommend inviting a professional web developer to work with Custom Css. Test your code on a staging environment before publishing. */ .banner-container .banner-widget__image img { max-width: 60% } .com img { width:300px; height:261px } .text-center { text-align: left; } /* Fonts */ @font-face { font-family: 'Sailec-Bold'; src: url('https://d100npzark077w.cloudfront.net/fonts/sailec/Sailec-Bold.woff2') format('woff'); font-weight: 700; } @font-face { font-family: 'Sailec-Medium'; src: url('https://d100npzark077w.cloudfront.net/fonts/sailec/Sailec-Medium.woff2') format('woff'); font-weight: 500; font-style: normal; } @font-face { font-family: 'Sailec'; src: url('https://d100npzark077w.cloudfront.net/fonts/sailec/Sailec.woff2') format('woff'); font-weight: 400; font-style: normal; } @font-face { font-family: "National-Medium"; src: url("https://d100npzark077w.cloudfront.net/fonts/National-Book/National-Medium.otf") format("opentype"); font-weight: 400; font-style: normal; } @font-face { font-family: "National-Regular"; src: url("https://d100npzark077w.cloudfront.net/fonts/National-Book/National-Regular.otf") format("opentype"); font-weight: 400; font-style: normal; } @font-face { font-family: "National-Book"; src: url("https://d100npzark077w.cloudfront.net/fonts/National-Book/National-Book.otf") format("opentype"); font-weight: 400; font-style: normal; } /* Generic setting */ p, a, span, div { font-size: 16px; } .btn span { font-size: 14px; } /* Mega menu */ .widget-container--header_navigation .header-navigation-items-wrapper * { font-family: 'Sailec', Helvetica, sans-serif !important; font-size: 14px !important; font-weight: 400; } .p-v { padding-bottom: 0px !important; } .widget-container--header_navigation .header-navigation-items-wrapper strong { font-weight: 600; } /* Hero */ .brand-hero .brand-hero-title { margin-bottom: 30px; } .homepage-hero-subtitle { color: #fff; margin-top: 4px; margin-bottom: 24px; font-family: Sailec; } .forum-featured-image{ height:500px; } .search-box { margin-top: 80px; margin-left:15px; } /* Category Hero */ .qa-subForum-header .qa-page-title { font-size: 34px; } .qa-subForum-header .qa-subforum-description { font-weight: 400; } /* Navbar */ .main-navigation--wrapper{ background: #f7f7f7; } .main-navigation--wrapper .menu-create-topic { font-weight: 600; } /* Stats bar */ .widget-container--statistics_bar * { font-family: 'Sailec', Helvetica, sans-serif !important; font-weight: 400; font-size: 14px !important; color: #0b1320; /*changed from white to black*/ } .qa-stats-bar { background: #f7f7f7; } /* previous banner styling .qa-stats-bar { background: linear-gradient(0deg, rgba(0, 0, 0, 0.2), rgba(0, 0, 0, 0.2)), linear-gradient(90deg, #161830 0%, #161830 50.36%, #161830 100%); } */ ul.list.list--stats-bar.qa-stats-bar { background: transparent; } section.full-width.Template-brand-stats.custom-stats-bar { border: none; } .stats-bar .list strong { color: #0b1320; font-weight: bold; font-size: 15px; margin-right: 6px; } .widget-container--statistics_bar .list__item span, .widget-container--statistics_bar .widget-last-visitors .widget-title { opacity: 0.6; } .widget-container--statistics_bar .last-visitors .profilepicture img { border: none; } @media (max-width: 420px) { .widget-container--statistics_bar *, .stats-bar .col, .stats-bar .list, .stats-bar .col, .stats-bar .list strong { font-size: 12px !important; } } /* Intro bar */ .widget-container--introduction_bar ul.list * { font-family: 'Sailec', Helvetica, sans-serif !important; font-size: 14px !important; font-weight: 400; } /* Header adjustments */ .custom-community-title{ font-weight: 700; } .homepage-widget-container--index-4.widget-container--index-4 > div > div > section > div > div > div{ height: 60vh; /* default: 240px */ } .brand-hero { background-size:px; background-position:center center; } .homepage-widget-container--index-4.widget-container--index-4 > div > div > section > div > div > div > div{ padding-top: 15%; } @media (max-width: 1100px) { .homepage-widget-container--index-4.widget-container--index-4 > div > div > section > div > div > div { background-position:left center; } } @media (max-width: 700px) { .homepage-widget-container--index-4.widget-container--index-4 > div > div > section > div > div > div { height: 35vh; /* default: 240px */ } .homepage-widget-container--index-4.widget-container--index-4 > div > div > section > div > div > div > div{ padding-top: 25%; } } @media (min-width: 764px) and (max-width: 1400px) { .homepage-widget-container--index-4.widget-container--index-4 > div > div > section > div > div > div > div{ padding-left: 12vw; } } /* Quicklins */ .quicklink__title { text-align: left; } .widget-container--quick_links .quicklink__box.quicklink-image .quicklink__hero { background-position: 0 50%; } .widget-container--quick_links .widget__heading { text-align: center; padding-bottom: 32px } /* Quick link font adjustments, font color still incorrect*/ .card-widget-text{ font-family: "National-Book", Arial; font-size: 16px; } /* CTA widget */ .Template-brand-cta { border-bottom: none; } .cta-widget.qa-cta-widget { background: #F7F7F7; } /* Spacing between custom widgets */ .custom-html-widget-wrapper { padding: 0; margin: 0; } /* Spacing between widgets */ .homepage-widget-wrapper, .widget-wrapper { margin-top: 40px; } .homepage-widget-wrapper, .widget-wrapper { /* margin-bottom: 56px; */ } /* Custom widgets title setting */ .custom-widget-header * { text-align: center; } .custom-widget-title { font-family: 'Sailec-Medium', Helvetica, sans-serif !important; font-weight: 500; font-size: 40px; } .custom-widget-subtitle { font-family: 'Sailec', Helvetica, sans-serif !important; font-weight: 400; margin-top: 16px; margin-bottom: 0; font-size: 16px; max-width: 560px; margin: auto; margin-top: 8px; } @media (max-width: 767px) { .custom-widget-title, .custom-widget-subtitle { padding: 0 16px; } } @media (max-width: 420px) { .custom-widget-title { font-size: 24px; } .custom-widget-subtitle { font-size: 14px; } } /* Community cards */ .widget-container--community_category .community-category__card .community-category__card-metadata li { font-size: 16px; display: flex; align-items: center; } .community-category-container .community-category-list .community-category__card-small-card .card_image { margin-right: 12px; } /* Leaderboard */ .widget-container--leaderboard_points .leaderboard-link-text .btn--show-more { text-transform: capitalize; } /* Events Calendar widget */ .homepage-widget-container--event_calendar { background: linear-gradient(180deg, #ECF0FB 0%, #F7F7F7 100%); } .widget-container--event_calendar .btn--show-more svg { display: none; } .widget-container--event_calendar .event-calendar-wrapper a { margin-bottom: 24px; } .widget-container--event_calendar .box__pad { padding-bottom: 40px; } /* Groups */ .homepage-widget-container--groups .group-overview-item__bottom { font-size: 16px; } /* Quicklinks */ .quicklink__title .card-widget-title { font-size: 16px; } .quicklink__title .card-widget-text { line-height: 24px; } .body-wrapper > .widget-container--quick_links :not(.widget-container--quick_links ~ .widget-container--quick_links) .quicklink__box.quicklink-image { border: none; } .body-wrapper > .widget-container--quick_links ~ .widget-container--quick_links .custom-quicklink { background: linear-gradient( 180deg #F7F7F7 100%); margin: 0; padding: 60px 16px; } @media (max-width: 1024px) { .body-wrapper > .widget-container--quick_links .quicklink__container { flex-flow: initial; overflow-x: auto; } .body-wrapper > .widget-container--quick_links .quicklink__container .quicklink__box { min-width: 250px; margin-right: 8px; } } /* Quicklinks with icon */ .quicklink-icon.quicklink__box .quicklink__url { display: flex; flex-direction: row; } .quicklink-icon.quicklink__box .quicklink__url .figure-padding__icon { width: 72px; height: 72px; min-width:72px; margin: 16px 12px 16px } .quicklink-icon.quicklink__box .quicklink__url .figure-padding__icon .padding__icon { margin: 0; border-radius:50%; } .quicklink-more-text-icon { margin-top: 1px; position: absolute; height: 20px; width: 20px; } .homepage-widget-container--index-9 .custom-quicklink { margin: 40px 0px 10px; } @media (max-width: 767px) { a.quicklink-more-text { margin-left: 20px; } } @media (max-width: 420px) { .quicklink-icon.quicklink__box .quicklink__url .figure-padding__icon .padding__icon { height: 72px; } } .quicklink-icon.quicklink__box .quicklink__url .quicklink__title { flex-direction: column; align-self: center; padding: 0; margin: 16px 0; } .quicklink-icon.quicklink__box .quicklink__url .quicklink__title p { margin-bottom: 0; } @media (max-width: 767px) { .widget-container--container-2-1-column_1 .widget-container--quick_links .quicklinks-wrapper { padding-right: 16px; padding-left: 16px; } .widget-container--container-2-1-column_1 .widget-container--quick_links .quicklink__container { flex-direction: column; } .widget-container--container-2-1-column_1 .widget-container--quick_links .quicklink__box, .widget-container--container-2-1-column_1 .widget-container--quick_links .quicklink__box a { width: 100%; } } .widget-container--container-2-1-column_1 .widget-container--quick_links .widget__heading { font-size: 24px; text-align: left; padding-bottom: 0; } .widget-container--container-2-1-column_1 .widget-container--quick_links .quicklink__box.is-hidden-mobile-up { display: flex !important; } .widget-container--container-2-1-column_1 .widget-container--quick_links .quicklink__box.is-hidden-mobile-up .quicklink__url { width: 100%; } .widget-container--container-2-1-column_1 .widget-container--quick_links .content--centered.is-hidden-mobile-only { display: none !important; } /* Featured Topics */ .homepage-widget-container--featured_topics { background: #f7f7f7; } .homepage-widget-container--featured_topics .featured-topics { padding-top: 56px; margin-top: 0 } .homepage-widget-container--featured_topics .featured-topics .featured-topic__title .featured-topic__heading { font-size: 16px; } .homepage-widget-container--featured_topics .featured-topics .featured-topics__heading { font-family: 'Sailec-Medium', Helvetica, sans-serif !important; font-size: 40px; font-weight: 500; margin-bottom: 40px; } @media (max-width: 420px) { .homepage-widget-container--featured_topics .featured-topics .featured-topics__heading { font-size: 24px; } } li.featured-topic.quicklink__box.has-border.card-widget-wrapper { text-align: left; } .featured-topics .featured-topic.featured-topic--half-width { min-width: 250px !important; } .featured-topics{ padding-bottom: 48px; } /*to move search bar -subtext*/ .homepage-hero-subtitle { margin-top: 80px; } .homepage-hero-subtitle { visibility: hidden; } .mfp-img{ max-height: none !important; } /* adjust padding for SSO modal */ .mfp-wrap .mfp-inline-holder .mfp-content>* { padding: 10px !important; } /* containt background images on featured topics*/ .featured-topic__hero{ background-size: contain; background-repeat: no-repeat; } /* community category cards mobile view */ @media (max-width: 767px) { article.card.community-category__card.community-category__card-small-card { grid-column: auto/span 12; } } /*Chang title color on child categopries*/ .category-11310 .qa-page-title, .category-11310 .qa-subforum-description { color: black; } .category-11313 .qa-page-title, .category-11313 .qa-subforum-description { color: black; } .category-11318 .qa-page-title, .category-11318 .qa-subforum-description { color: black; } .category-11319 .qa-page-title, .category-11319 .qa-subforum-description { color: black; } .category-11320 .qa-page-title, .category-11320 .qa-subforum-description { color: black; } .category-11321 .qa-page-title, .category-11321 .qa-subforum-description { color: black; } .category-11322 .qa-page-title, .category-11322 .qa-subforum-description { color: black; } .category-11323 .qa-page-title, .category-11323 .qa-subforum-description { color: black; } .category-11324 .qa-page-title, .category-11324 .qa-subforum-description { color: black; } .category-11325 .qa-page-title, .category-11325 .qa-subforum-description { color: black; } .category-11326 .qa-page-title, .category-11326 .qa-subforum-description { color: black; } .category-11327 .qa-page-title, .category-11327 .qa-subforum-description { color: black; } .category-11328 .qa-page-title, .category-11328 .qa-subforum-description { color: black; } .category-11329 .qa-page-title, .category-11329 .qa-subforum-description { color: black; } .category-11330 .qa-page-title, .category-11330 .qa-subforum-description { color: black; } .category-11392 .qa-page-title, .category-11392 .qa-subforum-description { color: black; } .category-11393 .qa-page-title, .category-11393 .qa-subforum-description { color: black; } .category-11407 .qa-page-title, .category-11407 .qa-subforum-description { color: black; } .category-11408 .qa-page-title, .category-11408 .qa-subforum-description { color: black; } .category-11409 .qa-page-title, .category-11409 .qa-subforum-description { color: black; } .event-detail__google_calendar_link { color: blue; } .event-detail__link { color: blue; } div.thread-list-title.qa-subForum-header .search-box { margin-top: 0px; margin-left: 0px; } .featured-topic--full-width .event-item-image-container .event-item__image { background-size: contain; margin-left: 15px; } </style> </head> <body id="customcss" class="twig_site-index qa-forum-site-index" data-bounded-context="Pages" data-entity="HomePage"> <div data-preact="destination/modules/Accessibility/SkipToContent/SkipToContent" class="" data-props="{}"><a href="#main-content-target" class="skip-to-content-btn" aria-label="Skip to main content">Skip to main content</a></div> <div id="community-id" data-data=freshworks-en ></div> <div id="device-type" data-data=desktop ></div> <div id='root' class='body-wrapper'> <a href="/topic/new" aria-label="Create topic" data-track='{"trigger":"floating button","type":"Topic Initiated"}' role="button" class="btn--cta btn--create-topic btn--fixed btn--fixed__bottom is-visible-S qa-menu-create-topic"> <span class="icon icon--pen icon--auto-width" aria-hidden="true"></span> </a> <div><script type="text/javascript">window.inSidedData = {"communityId":"freshworks-en","environment":"production","language":"en","device":"desktop","user":{"userid":null,"name":"guest","role":"roles.guest","mainRole":"roles.guest","rank":"","avatar":"","rankIcon":"","rankName":"","isModerator":false,"pmUnreadCount":0,"pmTotalCount":0,"topicsCount":0,"repliesCount":0,"solvedCount":0,"loginSource":null,"registerSource":null},"page":{"pageNumber":1,"name":"Home","path":"freshworks-en:Home:","section":"Home","site":"freshworks-en","title":null,"url":"//","firstRender":false},"form":{"name":"","step":""},"content":{"category":{"id":null,"title":null,"type":null},"topic":{"id":null,"title":null,"type":null,"content_type":null,"source_id":null,"created":null,"replies":null,"is_sticky":null,"prefix":null,"tags":null},"post":{"id":null},"path":":"},"search":{"phrase":null,"count":null}}</script></div> <div data-preact="cookie-banner/index" class="" data-props="{"level":1,"termsConditions":"\/site\/terms","cookieConfig":{"use_external_modal":false,"mapping":{"required":1,"anonymous":2,"all":3}},"phrases":{"Forum":{"cookiepolicy.title":"Cookie policy","cookiepolicy.content":"We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. <a href=\"{link}\">Learn more about our cookies.<\/a>","cookiepolicy.button":"Accept cookies","cookiepolicy.button.deny":"Deny all","cookiepolicy.link":"Cookie settings","cookiepolicy.modal.title":"Cookie settings","cookiepolicy.modal.content":"We use 3 different kinds of cookies. You can choose which cookies you want to accept. We need basic cookies to make this site work, therefore these are the minimum you can select. <a href=\"{link}\">Learn more about our cookies.<\/a>","cookiepolicy.modal.level1":"Basic<br>Functional","cookiepolicy.modal.level2":"Normal<br>Functional + analytics","cookiepolicy.modal.level3":"Complete<br>Functional + analytics + social media + embedded videos"}}}"></div> <script> class CustomerEducationElement extends HTMLElement { constructor() { super(); // Attach a shadow DOM with mode 'open' this.attachShadow({ mode: 'open' }); } // Watch for changes in these attributes static get observedAttributes() { return ['data-config']; } attributeChangedCallback(name, oldValue, newValue) { if(oldValue && oldValue !== newValue) { this.updateDesignTokens(newValue); } } connectedCallback() { this.render(); } render() { try{ const _templateId = this.getAttribute('data-template-id'); // Get the template content const template = document.getElementById(_templateId); this.shadowRoot.appendChild(template.content.cloneNode(true)); this.updateDesignTokens(this.getAttribute('data-config')); } catch(error){ console.error(`Failed to render CE widget template ${_templateId}`, error); } } updateDesignTokens(config) { config = this.parseConfig(config); if(config) { const styles = { '--np-button-color': config['--config-button-cta-background-color'], '--np-button-hover-color': config['--config-button-cta-hover-background-color'], '--np-button-font-color': config['--config-button-cta-color'], '--np-header-color': config['--config-header-color'], '--np-header-font-color': config['--config-header-color'], '--np-header-font-hover-color': config['--config-anchor-base-color'], '--np-learning-header-color': config['--config-header-color'], '--np-learning-header-font-color': config['--config-header-color'], '--np-learning-header-font-hover-color': config['--config-anchor-base-color'], '--np-learning-link-button-color': config['--np-learning-link-button-color'], '--np-learning-progress-bar-color': config['--config--main-color-brand'] }; for (const [property, value] of Object.entries(styles)) { this.shadowRoot.host.style.setProperty(property, value); } } } parseConfig(config) { try { return JSON.parse(config); } catch (error) { console.error(`Failed to parse the Branding config`, error); } } } customElements.define('customer-education-element', CustomerEducationElement); </script> <div class="widget-container widget-container--header widget-container--index-0" data-idx="0"> <div class="widget-placeholder"> <div class="ssi ssi-header custom-header"> <section class="full-width Template-brand-header"> <div class="brand-navigation-wrapper qa-brand-navigation p-v" style="background: #f7f7f7"> <div class="sitewidth"> <div class="col"> <div class="brand-navigation-container"> <div class="brand-logo-container"> <a href="/" target="_self" class="brand-logo brand--logo-anchor pull-left"> <img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/5ddd6cec-ad53-4244-a1fc-b05b5e1d147b.png" title="" alt="freshworks-en Logo"> </a> </div> <div class="brand-url-container"> <a href="https://www.freshworks.com/" style="color: #0b1320" class="brand-external-url link link--light pull-right is-hidden-M" target="_blank"> Visit Freshworks.com <span class="icon icon--caret-right icon--auto-width" aria-hidden="true"></span> </a> <a href="https://www.freshworks.com/" style="color: #0b1320" class="brand-external-url link link--light pull-right is-hidden-L" target="_blank"> Visit Freshworks <span class="icon icon--caret-right icon--auto-width" aria-hidden="true"></span> </a> </div> </div> </div> </div> </div> </section> </div> </div> </div> <div class="widget-container widget-container--navigation_bar widget-container--index-1" data-idx="1"> <div class="widget-placeholder"> </div> </div> <div class="sitewidth flash-message-wrapper"> <div class="col"> <div class="module 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With Freddy AI, teams can deliver instant, context-aware support right where employees need it most\u2014on Slack and Microsoft Teams. Say goodbye to the challenges of growing service demand, rising employee expectations, and the burden of support maintenance and security, as Freddy takes on repetitive requests and provides secure, reliable answers around the clock. <\/span><br \/><br \/><span style=\"color:#000000;\">This webinar will guide you through deploying Freddy AI Agent to support distributed teams effortlessly.<\/span><br \/><br \/><span style=\"color:#000000;\"><strong>Key Takeaways:<\/strong><\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>Get started with\u00a0 Freddy AI Agent:<\/strong><\/span><span style=\"color:#000000;\"> Learn how to get started with Freddy AI Agent\u2019s always-on AI-powered support to allow your teams to handle increased demand without human intervention.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Enhance Employee Experience:<\/strong><\/span><span style=\"color:#000000;\"> Discover how Freddy AI personalizes interactions across multiple languages and 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It\u2019s time to elevate your status updates with embeddable status page badges and widgets.<\/p><ul><li>Update service status on any webpage including the support portal<\/li>\t<li>Get Freddy AI Copilot to enhance your updates and save time<\/li>\t<li>Pre-empt ticket creation and build trust with proactive communication<\/li><\/ul><p>Join this Community Event to watch a live demo, learn tips &amp; tricks, and interact with product experts- \u200b<user-mention data-id=\"33519\">@a5huto5h<\/user-mention>\u00a0\u200b<user-mention data-id=\"31549\">@Anusha<\/user-mention>\u00a0to derive the maximum value from your status page. Looking forward to seeing you\u2019ll at the session. 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(10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We have \u201cSOURCE\u201d shown in our notification\u00a0emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.<\/p><p>\u00a0<\/p><p>Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5f399067-2d7e-42be-b4f5-e0c7f5ee22e6.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","creationDate":"2024-11-03T12:38:18+0000","relativeCreationDate":"23 days 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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":4,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501?postid=100092#post100092","creationDate":"2024-11-27T11:03:24+0000","relativeCreationDate":"18 minutes ago"},"numberOfUnreadReplies":0,"numberOfReplies":14,"numberOfLikes":0,"relevantPost":{"id":40501,"author":{"id":57873,"url":"\/members\/shs-tim-hobson-57873","name":"shs_tim.hobson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.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":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We have \u201cSOURCE\u201d shown in our notification\u00a0emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.<\/p><p>\u00a0<\/p><p>Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5f399067-2d7e-42be-b4f5-e0c7f5ee22e6.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","creationDate":"2024-11-03T12:38:18+0000","relativeCreationDate":"23 days ago"},"numberOfViews":61,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15720"},{"firstPost":{"id":28098,"author":{"id":41340,"url":"\/members\/laganis-41340","name":"laganis","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hello to everybody,<\/p><p>since the last upgrade of FreshService and FreshDesk I\u2019m wondering if there is anybody besides me who\u00a0finds the predefined text background colors inadequate. I\u2019m refering to the WYSIWYG editor<\/p><p>The palette of colors is too vivid and contrast. There are no light colors.<\/p><p>These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.<\/p><p>See the picture below to get an idea of what I mean?<br \/>Does anybody know if there is\u00a0a plan to enhance that or even switch it back to the previous version?<\/p><p>Kind regards<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/66e94196-d568-4691-8c0d-23a3001b9bfe.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","creationDate":"2023-01-31T13:09:28+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":4278,"id":28098,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11377,"isIdeation":false,"url":"\/portal-knowledge-base-11377","title":"Portal\/Knowledge Base","description":"Portal\/Knowledge Base"},"url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","title":"Do you find the text background colors inadequate?","lastPost":{"id":15714,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","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":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098?postid=100063#post100063","creationDate":"2024-11-26T11:50:12+0000","relativeCreationDate":"23 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":28098,"author":{"id":41340,"url":"\/members\/laganis-41340","name":"laganis","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hello to everybody,<\/p><p>since the last upgrade of FreshService and FreshDesk I\u2019m wondering if there is anybody besides me who\u00a0finds the predefined text background colors inadequate. I\u2019m refering to the WYSIWYG editor<\/p><p>The palette of colors is too vivid and contrast. There are no light colors.<\/p><p>These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.<\/p><p>See the picture below to get an idea of what I mean?<br \/>Does anybody know if there is\u00a0a plan to enhance that or even switch it back to the previous version?<\/p><p>Kind regards<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/66e94196-d568-4691-8c0d-23a3001b9bfe.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","creationDate":"2023-01-31T13:09:28+0000","relativeCreationDate":"1 year ago"},"numberOfViews":66,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15714"},{"firstPost":{"id":40738,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Freshdesk Community,<\/p><p>I\u2019m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a <strong>line chart<\/strong> that shows:<\/p><ul><li>The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.<\/li><\/ul><p>It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates.<\/p><p>\u00a0<\/p><p>Does anyone know how I can achieve this?<\/p><p>Any tips or guidance on how to set up this type of visual in Freshdesk\u2019s analytics or reports would be greatly appreciated!<\/p><p>Thanks in advance for your help!<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","creationDate":"2024-11-22T08:33:13+0000","relativeCreationDate":"5 days ago"},"isTopicUnread":true,"privateId":10775,"id":40738,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","title":"Creating a Rolling Ticket Volume Report in Freshdesk Analytics","lastPost":{"id":15710,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738?postid=100053#post100053","creationDate":"2024-11-26T08:09:31+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":40738,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Freshdesk Community,<\/p><p>I\u2019m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a <strong>line chart<\/strong> that shows:<\/p><ul><li>The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.<\/li><\/ul><p>It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates.<\/p><p>\u00a0<\/p><p>Does anyone know how I can achieve this?<\/p><p>Any tips or guidance on how to set up this type of visual in Freshdesk\u2019s analytics or reports would be greatly appreciated!<\/p><p>Thanks in advance for your help!<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","creationDate":"2024-11-22T08:33:13+0000","relativeCreationDate":"5 days ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15710"},{"firstPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":10801,"id":40776,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","title":"List Tasks in Reply to Service Request Ticket","lastPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"numberOfViews":27,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"0"},{"firstPost":{"id":40775,"author":{"id":44424,"url":"\/members\/dobsonl-44424","name":"dobsonl","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,"badges":[],"isBanned":false},"content":"<p>Does anyone know of a way to allow our users to see any known problems that are open within our system as a read only view within the portal.<\/p><p>\u00a0<\/p><p>Thinking sort of embedding a page that has just the basic information such as subject &amp; Symptoms<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/display-known-problems-40775","creationDate":"2024-11-25T16:21:57+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":10800,"id":40775,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11377,"isIdeation":false,"url":"\/portal-knowledge-base-11377","title":"Portal\/Knowledge Base","description":"Portal\/Knowledge Base"},"url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/display-known-problems-40775","title":"Display known problems","lastPost":{"id":15705,"author":{"id":59411,"url":"\/members\/harry84349-59411","name":"harry84349","avatar":"","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,"badges":[],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/display-known-problems-40775?postid=100044#post100044","creationDate":"2024-11-25T16:41:09+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":1,"relevantPost":{"id":40775,"author":{"id":44424,"url":"\/members\/dobsonl-44424","name":"dobsonl","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,"badges":[],"isBanned":false},"content":"<p>Does anyone know of a way to allow our users to see any known problems that are open within our system as a read only view within the portal.<\/p><p>\u00a0<\/p><p>Thinking sort of embedding a page that has just the basic information such as subject &amp; Symptoms<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/display-known-problems-40775","creationDate":"2024-11-25T16:21:57+0000","relativeCreationDate":"1 day ago"},"numberOfViews":21,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15705"},{"firstPost":{"id":40768,"author":{"id":50204,"url":"\/members\/satoko-b-50204","name":"Satoko B","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f57f40e7-722e-4afc-a5cc-9fa8d2e4703f.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,"badges":[],"isBanned":false},"content":"<p>Hi All,\u00a0<\/p><p>\u00a0<\/p><p>I would like to get a data for the tickets, that had not been response or no action taken since last response from agents.\u00a0<\/p><p>e.g.\u00a0<\/p><p>Created on last week(Or month), and no response is sent\u00a0from agents over x days.\u00a0<\/p><p>How Can I get such number?\u00a0<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/need-help-on-report-40768","creationDate":"2024-11-25T07:08:45+0000","relativeCreationDate":"2 days ago"},"isTopicUnread":true,"privateId":10794,"id":40768,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"https:\/\/community.freshworks.com\/analytics-11348\/need-help-on-report-40768","title":"Need help on report","lastPost":{"id":40768,"author":{"id":50204,"url":"\/members\/satoko-b-50204","name":"Satoko B","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f57f40e7-722e-4afc-a5cc-9fa8d2e4703f.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,"badges":[],"isBanned":false},"content":"<p>Hi All,\u00a0<\/p><p>\u00a0<\/p><p>I would like to get a data for the tickets, that had not been response or no action taken since last response from agents.\u00a0<\/p><p>e.g.\u00a0<\/p><p>Created on last week(Or month), and no response is sent\u00a0from agents over x days.\u00a0<\/p><p>How Can I get such number?\u00a0<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/need-help-on-report-40768","creationDate":"2024-11-25T07:08:45+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":40768,"author":{"id":50204,"url":"\/members\/satoko-b-50204","name":"Satoko B","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f57f40e7-722e-4afc-a5cc-9fa8d2e4703f.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,"badges":[],"isBanned":false},"content":"<p>Hi All,\u00a0<\/p><p>\u00a0<\/p><p>I would like to get a data for the tickets, that had not been response or no action taken since last response from agents.\u00a0<\/p><p>e.g.\u00a0<\/p><p>Created on last week(Or month), and no response is sent\u00a0from agents over x days.\u00a0<\/p><p>How Can I get such number?\u00a0<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/need-help-on-report-40768","creationDate":"2024-11-25T07:08:45+0000","relativeCreationDate":"2 days ago"},"numberOfViews":3,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"0"},{"firstPost":{"id":39816,"author":{"id":57825,"url":"\/members\/andrers-57825","name":"andrers","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f093507d-4207-4b51-b03f-4b23ba29450b.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,"badges":[],"isBanned":false},"content":"<p>When trying to create a ticket through the portal form, I am receiving the following message:<\/p><p>'We are sorry. You have been restricted from accessing this helpdesk page\u2019<\/p><p>\u00a0<\/p><p>Could someone help me solve this problem?<\/p><p>\u00a0<\/p><p>Thanks for your time and support.<\/p><p>\u00a0<\/p><p>Andr\u00e9<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/create-ticket-problem-portal-39816","creationDate":"2024-09-12T16:49:34+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":10303,"id":39816,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11404,"isIdeation":false,"url":"\/portals-emails-other-channels-11404","title":"Portals, Emails & Other Channels","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/create-ticket-problem-portal-39816","title":"Create Ticket Problem - Portal","lastPost":{"id":15697,"author":{"id":59377,"url":"\/members\/linakourii-59377","name":"linakourii","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/fa2bc63f-02c4-429e-a921-571946a1f058.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,"badges":[],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/create-ticket-problem-portal-39816?postid=100023#post100023","creationDate":"2024-11-25T04:57:59+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":39816,"author":{"id":57825,"url":"\/members\/andrers-57825","name":"andrers","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f093507d-4207-4b51-b03f-4b23ba29450b.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,"badges":[],"isBanned":false},"content":"<p>When trying to create a ticket through the portal form, I am receiving the following message:<\/p><p>'We are sorry. You have been restricted from accessing this helpdesk page\u2019<\/p><p>\u00a0<\/p><p>Could someone help me solve this problem?<\/p><p>\u00a0<\/p><p>Thanks for your time and support.<\/p><p>\u00a0<\/p><p>Andr\u00e9<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/create-ticket-problem-portal-39816","creationDate":"2024-09-12T16:49:34+0000","relativeCreationDate":"2 months ago"},"numberOfViews":28,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15697"},{"firstPost":{"id":37541,"author":{"id":55229,"url":"\/members\/anusrivas-55229","name":"anusrivas","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9fe59ca9-fbd9-4af0-8efc-33dae767fea2.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,"badges":[],"isBanned":false},"content":"<p>Please include the requester details in below endpoint::<\/p><p>\u00a0<\/p><p>\/api\/v2\/search\/tickets?query=[query]<\/p>","url":"https:\/\/community.freshworks.com\/apps-and-marketplace-integrations-11358\/include-requester-details-in-custom-ticket-views-api-37541","creationDate":"2024-07-14T15:28:25+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":9285,"id":37541,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11358,"isIdeation":false,"url":"\/apps-and-marketplace-integrations-11358","title":"Apps and Marketplace Integrations","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/apps-and-marketplace-integrations-11358\/include-requester-details-in-custom-ticket-views-api-37541","title":"Include Requester Details in Custom Ticket Views API","lastPost":{"id":15694,"author":{"id":44601,"url":"\/members\/madhusingh0906-44601","name":"madhusingh0906","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3da2483a-5dc0-4d46-8ca0-bd088a1b37b4.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":2,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/apps-and-marketplace-integrations-11358\/include-requester-details-in-custom-ticket-views-api-37541?postid=100015#post100015","creationDate":"2024-11-24T14:47:50+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":37541,"author":{"id":55229,"url":"\/members\/anusrivas-55229","name":"anusrivas","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9fe59ca9-fbd9-4af0-8efc-33dae767fea2.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,"badges":[],"isBanned":false},"content":"<p>Please include the requester details in below endpoint::<\/p><p>\u00a0<\/p><p>\/api\/v2\/search\/tickets?query=[query]<\/p>","url":"https:\/\/community.freshworks.com\/apps-and-marketplace-integrations-11358\/include-requester-details-in-custom-ticket-views-api-37541","creationDate":"2024-07-14T15:28:25+0000","relativeCreationDate":"4 months ago"},"numberOfViews":25,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15694"},{"firstPost":{"id":40620,"author":{"id":55273,"url":"\/members\/joshvengley-55273","name":"joshvengley","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"}],"isBanned":false},"content":"<p>Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends?\u00a0\u00a0<\/p><p>We currently have a \u2018Call Back number field\u2019 that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time\/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored.\u00a0 We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted.\u00a0<\/p><p>Has anyone had any luck with creating such a field, or is that an \u2018enhancement\u2019 we would need to request to Fresh to see if they can implement at some point?<\/p><p>Thank you for\u00a0 your time.<\/p><p>Josh<\/p>","url":"https:\/\/community.freshworks.com\/how-do-i-11344\/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620","creationDate":"2024-11-12T15:59:17+0000","relativeCreationDate":"14 days ago"},"isTopicUnread":true,"privateId":10705,"id":40620,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11344,"isIdeation":false,"url":"\/how-do-i-11344","title":"How do I....?","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/how-do-i-11344\/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620","title":"Field Manager: Incident Form - Add Call back number field for after-hour\/weekend based on days of week and time","lastPost":{"id":15693,"author":{"id":44601,"url":"\/members\/madhusingh0906-44601","name":"madhusingh0906","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3da2483a-5dc0-4d46-8ca0-bd088a1b37b4.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":2,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/how-do-i-11344\/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620?postid=100014#post100014","creationDate":"2024-11-24T14:31:28+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":40620,"author":{"id":55273,"url":"\/members\/joshvengley-55273","name":"joshvengley","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"}],"isBanned":false},"content":"<p>Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends?\u00a0\u00a0<\/p><p>We currently have a \u2018Call Back number field\u2019 that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time\/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored.\u00a0 We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted.\u00a0<\/p><p>Has anyone had any luck with creating such a field, or is that an \u2018enhancement\u2019 we would need to request to Fresh to see if they can implement at some point?<\/p><p>Thank you for\u00a0 your time.<\/p><p>Josh<\/p>","url":"https:\/\/community.freshworks.com\/how-do-i-11344\/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620","creationDate":"2024-11-12T15:59:17+0000","relativeCreationDate":"14 days ago"},"numberOfViews":21,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15693"},{"firstPost":{"id":40745,"author":{"id":35426,"url":"\/members\/martinj-uk-35426","name":"martinj_uk","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,"badges":[],"isBanned":false},"content":"<p>Has anyone else hit the 400 maximum number of public\/private notes on a ticket?<\/p><p>I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it\u2019s been capped and the workaround is create a new ticket.<\/p><p>Nothing in the last few release notes that I can find<\/p>","url":"https:\/\/community.freshworks.com\/ticketing-agent-productivity-11362\/400-note-limit-private-public-interactions-40745","creationDate":"2024-11-22T11:40:48+0000","relativeCreationDate":"4 days ago"},"isTopicUnread":true,"privateId":10780,"id":40745,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/ticketing-agent-productivity-11362\/400-note-limit-private-public-interactions-40745","title":"400 note limit (private & public) interactions","lastPost":{"id":15691,"author":{"id":44601,"url":"\/members\/madhusingh0906-44601","name":"madhusingh0906","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3da2483a-5dc0-4d46-8ca0-bd088a1b37b4.png","userTitle":"Community 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ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":40745,"author":{"id":35426,"url":"\/members\/martinj-uk-35426","name":"martinj_uk","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,"badges":[],"isBanned":false},"content":"<p>Has anyone else hit the 400 maximum number of public\/private notes on a ticket?<\/p><p>I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it\u2019s been capped and the workaround is create a new ticket.<\/p><p>Nothing in the last few release notes that I can find<\/p>","url":"https:\/\/community.freshworks.com\/ticketing-agent-productivity-11362\/400-note-limit-private-public-interactions-40745","creationDate":"2024-11-22T11:40:48+0000","relativeCreationDate":"4 days ago"},"numberOfViews":8,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15691"}],"authors":[]},"recentlyActiveTopics":{"isGuest":true,"tab":"Recently Active","requestUrl":"\/search\/recentTopics","query":{"sort":"lastPostDate","sortOrder":"DESC","minReplies":0,"maxResults":10,"notForumIds":[11]},"translations":{"Custom":{"in":"in"},"Forum":{"vraag":"Question","topic.form.type.discussion.label":"Conversation","forumList.meta.counter.post.user.new":"{n} new","beantwoord":"Solved","Sticky":"Sticky","topicList.meta.voted":"Voted","topicList.meta.vote":"Vote","Show more":"Show more activity"}},"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","topics":[{"firstPost":{"id":40501,"author":{"id":57873,"url":"\/members\/shs-tim-hobson-57873","name":"shs_tim.hobson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.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":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We have \u201cSOURCE\u201d shown in our notification\u00a0emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.<\/p><p>\u00a0<\/p><p>Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5f399067-2d7e-42be-b4f5-e0c7f5ee22e6.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","creationDate":"2024-11-03T12:38:18+0000","relativeCreationDate":"23 days ago"},"isTopicUnread":true,"privateId":10638,"id":40501,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","title":"Source field showing a a number in emails","lastPost":{"id":15720,"author":{"id":41986,"url":"\/members\/roxwell-41986","name":"Roxwell","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9a095ca7-dd14-4dab-af07-987f37ec808d.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":4,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501?postid=100092#post100092","creationDate":"2024-11-27T11:03:24+0000","relativeCreationDate":"18 minutes ago"},"numberOfUnreadReplies":0,"numberOfReplies":14,"numberOfLikes":0,"relevantPost":{"id":40501,"author":{"id":57873,"url":"\/members\/shs-tim-hobson-57873","name":"shs_tim.hobson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.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":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We have \u201cSOURCE\u201d shown in our notification\u00a0emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.<\/p><p>\u00a0<\/p><p>Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5f399067-2d7e-42be-b4f5-e0c7f5ee22e6.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","creationDate":"2024-11-03T12:38:18+0000","relativeCreationDate":"23 days ago"},"numberOfViews":61,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15720"},{"firstPost":{"id":40576,"author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5d267aaf-559b-4b35-81ba-5d5d518cd329.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":6,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Thank you for joining our AI group!<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> This forum is your go-to space to explore all things AI\u2014ask questions, share feedback, connect with peers and product experts, clarify doubts, explore new ideas, and access tailored solutions and resources. You\u2019ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into <\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Freddy AI Agent<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">\u2014a powerful catalyst for transforming both customer and employee experiences.<\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Icebreaker:<\/strong><\/span><\/span><br \/><br \/><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Let\u2019s get to know each other better! Please share your thoughts using the following format:<\/span><\/span><\/p><ol><li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Name &amp; What you do :<\/strong><\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Favorite part of the AI Summit:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (What did you enjoy most about the event?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Feature of Freddy AI Agent you\u2019re most excited about:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Which feature caught your attention?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>One thing you\u2019re hoping to learn or explore more about in this group:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Any specific questions or areas of interest?)<\/span><\/span><\/li><\/ol><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Looking forward to hearing your thoughts and kicking off some great conversations around AI!<\/span><\/span><\/p>","url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/welcome-to-the-freshworks-ai-summit-group-40576","creationDate":"2024-11-08T12:48:35+0000","relativeCreationDate":"18 days ago"},"isTopicUnread":true,"privateId":19753,"id":40576,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11444,"isIdeation":false,"url":"\/groups\/freshworks-ai-summit-11444","title":"Freshworks AI Summit","description":"<p>This group is for exclusive discussions around all things AI, including our features and launches. Whether you're just starting out or a seasoned pro, this space is for you to connect with peers and product experts, access customer education resources, and share feedback and experiences. Together, we\u2019ll explore how to create amazing experiences for customers and employees through people-first AI.<\/p>"},"url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/welcome-to-the-freshworks-ai-summit-group-40576","title":"Welcome to the Freshworks AI Summit Group","lastPost":{"id":36596,"author":{"id":41760,"url":"\/members\/thomas-h-41760","name":"Thomas H","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":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/welcome-to-the-freshworks-ai-summit-group-40576?postid=100074#post100074","creationDate":"2024-11-27T05:33:13+0000","relativeCreationDate":"5 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":1,"relevantPost":{"id":40576,"author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5d267aaf-559b-4b35-81ba-5d5d518cd329.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":6,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Thank you for joining our AI group!<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> This forum is your go-to space to explore all things AI\u2014ask questions, share feedback, connect with peers and product experts, clarify doubts, explore new ideas, and access tailored solutions and resources. You\u2019ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into <\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Freddy AI Agent<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">\u2014a powerful catalyst for transforming both customer and employee experiences.<\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Icebreaker:<\/strong><\/span><\/span><br \/><br \/><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Let\u2019s get to know each other better! Please share your thoughts using the following format:<\/span><\/span><\/p><ol><li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Name &amp; What you do :<\/strong><\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Favorite part of the AI Summit:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (What did you enjoy most about the event?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Feature of Freddy AI Agent you\u2019re most excited about:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Which feature caught your attention?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>One thing you\u2019re hoping to learn or explore more about in this group:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Any specific questions or areas of interest?)<\/span><\/span><\/li><\/ol><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Looking forward to hearing your thoughts and kicking off some great conversations around AI!<\/span><\/span><\/p>","url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/welcome-to-the-freshworks-ai-summit-group-40576","creationDate":"2024-11-08T12:48:35+0000","relativeCreationDate":"18 days ago"},"numberOfViews":158,"contentType":"conversation","featuredImage":"","publicLabel":"","category":{"url":"\/groups","categoryId":0,"title":"Groups","metaRobots":"index, follow","type":4},"lastPostId":"36596"},{"firstPost":{"id":39136,"author":{"id":55831,"url":"\/members\/khalid-ragy-55831","name":"Khalid_Ragy","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>\u00a0\u00a0While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don\u2019t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn\u2019t mess up my report? The data point in question is in light blue below<br \/><br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/672a7d58-afa3-4dfc-b22d-4d5fbb4ce408.png\" \/><\/figure><p>The screenshot below shows the metric, time dimension and group by filter for better understanding<br \/><br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a8551410-b9e1-4270-84f4-9e6fd90e6809.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136","creationDate":"2024-08-01T09:43:21+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":9927,"id":39136,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"https:\/\/community.freshworks.com\/analytics-11348\/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136","title":"Issue with data classification in a report of incidents within SLA vs out of SLA","lastPost":{"id":15715,"author":{"id":58097,"url":"\/members\/b9game-58097","name":"B9Game","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/fbcf5062-39a7-4e70-8e62-029592ee28aa.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,"badges":[],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/analytics-11348\/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136?postid=100066#post100066","creationDate":"2024-11-26T16:49:15+0000","relativeCreationDate":"18 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":39136,"author":{"id":55831,"url":"\/members\/khalid-ragy-55831","name":"Khalid_Ragy","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>\u00a0\u00a0While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don\u2019t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn\u2019t mess up my report? The data point in question is in light blue below<br \/><br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/672a7d58-afa3-4dfc-b22d-4d5fbb4ce408.png\" \/><\/figure><p>The screenshot below shows the metric, time dimension and group by filter for better understanding<br \/><br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a8551410-b9e1-4270-84f4-9e6fd90e6809.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136","creationDate":"2024-08-01T09:43:21+0000","relativeCreationDate":"3 months ago"},"numberOfViews":22,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15715"},{"firstPost":{"id":28098,"author":{"id":41340,"url":"\/members\/laganis-41340","name":"laganis","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hello to everybody,<\/p><p>since the last upgrade of FreshService and FreshDesk I\u2019m wondering if there is anybody besides me who\u00a0finds the predefined text background colors inadequate. I\u2019m refering to the WYSIWYG editor<\/p><p>The palette of colors is too vivid and contrast. There are no light colors.<\/p><p>These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.<\/p><p>See the picture below to get an idea of what I mean?<br \/>Does anybody know if there is\u00a0a plan to enhance that or even switch it back to the previous version?<\/p><p>Kind regards<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/66e94196-d568-4691-8c0d-23a3001b9bfe.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","creationDate":"2023-01-31T13:09:28+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":4278,"id":28098,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11377,"isIdeation":false,"url":"\/portal-knowledge-base-11377","title":"Portal\/Knowledge Base","description":"Portal\/Knowledge Base"},"url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","title":"Do you find the text background colors inadequate?","lastPost":{"id":15714,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","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":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098?postid=100063#post100063","creationDate":"2024-11-26T11:50:12+0000","relativeCreationDate":"23 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":28098,"author":{"id":41340,"url":"\/members\/laganis-41340","name":"laganis","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hello to everybody,<\/p><p>since the last upgrade of FreshService and FreshDesk I\u2019m wondering if there is anybody besides me who\u00a0finds the predefined text background colors inadequate. I\u2019m refering to the WYSIWYG editor<\/p><p>The palette of colors is too vivid and contrast. There are no light colors.<\/p><p>These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.<\/p><p>See the picture below to get an idea of what I mean?<br \/>Does anybody know if there is\u00a0a plan to enhance that or even switch it back to the previous version?<\/p><p>Kind regards<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/66e94196-d568-4691-8c0d-23a3001b9bfe.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","creationDate":"2023-01-31T13:09:28+0000","relativeCreationDate":"1 year ago"},"numberOfViews":66,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15714"},{"firstPost":{"id":35288,"author":{"id":50295,"url":"\/members\/gavharks-50295","name":"GavHarks","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/811271f1-8665-48b5-b0ed-1298574c2a1d.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>have Freshdesk working in MS teams, but the tickets are only showing up in one team. How do I get the other teams to see the tickets as well. Freshdesk app has been added to the other teams.<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/ms-team-intergartion-35288","creationDate":"2024-02-14T05:12:32+0000","relativeCreationDate":"9 months ago"},"isTopicUnread":true,"privateId":8022,"id":35288,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11404,"isIdeation":false,"url":"\/portals-emails-other-channels-11404","title":"Portals, Emails & Other Channels","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/ms-team-intergartion-35288","title":"MS Team Intergartion","lastPost":{"id":15713,"author":{"id":49685,"url":"\/members\/gautham-lakdive-49685","name":"Gautham Lakdive","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6b8b7d76-bf6e-4682-8697-96487e56ae09.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,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/ms-team-intergartion-35288?postid=100059#post100059","creationDate":"2024-11-26T09:25:26+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":7,"numberOfLikes":0,"relevantPost":{"id":35288,"author":{"id":50295,"url":"\/members\/gavharks-50295","name":"GavHarks","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/811271f1-8665-48b5-b0ed-1298574c2a1d.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>have Freshdesk working in MS teams, but the tickets are only showing up in one team. How do I get the other teams to see the tickets as well. Freshdesk app has been added to the other teams.<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/ms-team-intergartion-35288","creationDate":"2024-02-14T05:12:32+0000","relativeCreationDate":"9 months ago"},"numberOfViews":58,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15713"},{"firstPost":{"id":40505,"author":{"id":58263,"url":"\/members\/stuartwearing-58263","name":"StuartWearing","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6ed9cfba-c85c-4cb2-81f3-3843adf62068.png","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":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>I\u2019m using the analytics and seeing some figures that don\u2019t add up. On our dashboard we have 50 tickets showing as unresolved. That\u2019s backed up by checking the tickets and finding there are 50 with unresolved status.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/373498cd-99e6-4b22-80dc-981ff64bbac8.png\" \/><\/figure><p><br \/>The Helpdesk ticket volume however shows 58 unresolved tickets. I believe this has something to do with the \u2018unresolved tickets by type\u2019 showing 8 tickets with the type blank.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e052d92d-36a6-4ce6-8450-5cce5967efb5.png\" \/><\/figure><p><br \/>I\u2019ve checked that every unresolved ticket has a type set.<br \/><br \/>How do I go about finding these 8 rogue tickets?<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/analytics-not-correct-40505","creationDate":"2024-11-04T07:43:23+0000","relativeCreationDate":"23 days ago"},"isTopicUnread":true,"privateId":10640,"id":40505,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"https:\/\/community.freshworks.com\/analytics-11348\/analytics-not-correct-40505","title":"Analytics not correct","lastPost":{"id":15712,"author":{"id":58263,"url":"\/members\/stuartwearing-58263","name":"StuartWearing","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6ed9cfba-c85c-4cb2-81f3-3843adf62068.png","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":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/analytics-11348\/analytics-not-correct-40505?postid=100058#post100058","creationDate":"2024-11-26T09:24:19+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":40505,"author":{"id":58263,"url":"\/members\/stuartwearing-58263","name":"StuartWearing","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6ed9cfba-c85c-4cb2-81f3-3843adf62068.png","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":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>I\u2019m using the analytics and seeing some figures that don\u2019t add up. On our dashboard we have 50 tickets showing as unresolved. That\u2019s backed up by checking the tickets and finding there are 50 with unresolved status.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/373498cd-99e6-4b22-80dc-981ff64bbac8.png\" \/><\/figure><p><br \/>The Helpdesk ticket volume however shows 58 unresolved tickets. I believe this has something to do with the \u2018unresolved tickets by type\u2019 showing 8 tickets with the type blank.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e052d92d-36a6-4ce6-8450-5cce5967efb5.png\" \/><\/figure><p><br \/>I\u2019ve checked that every unresolved ticket has a type set.<br \/><br \/>How do I go about finding these 8 rogue tickets?<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/analytics-not-correct-40505","creationDate":"2024-11-04T07:43:23+0000","relativeCreationDate":"23 days ago"},"numberOfViews":39,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15712"},{"firstPost":{"id":40738,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Freshdesk Community,<\/p><p>I\u2019m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a <strong>line chart<\/strong> that shows:<\/p><ul><li>The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.<\/li><\/ul><p>It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates.<\/p><p>\u00a0<\/p><p>Does anyone know how I can achieve this?<\/p><p>Any tips or guidance on how to set up this type of visual in Freshdesk\u2019s analytics or reports would be greatly appreciated!<\/p><p>Thanks in advance for your help!<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","creationDate":"2024-11-22T08:33:13+0000","relativeCreationDate":"5 days ago"},"isTopicUnread":true,"privateId":10775,"id":40738,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","title":"Creating a Rolling Ticket Volume Report in Freshdesk Analytics","lastPost":{"id":15710,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738?postid=100053#post100053","creationDate":"2024-11-26T08:09:31+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":40738,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Freshdesk Community,<\/p><p>I\u2019m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a <strong>line chart<\/strong> that shows:<\/p><ul><li>The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.<\/li><\/ul><p>It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates.<\/p><p>\u00a0<\/p><p>Does anyone know how I can achieve this?<\/p><p>Any tips or guidance on how to set up this type of visual in Freshdesk\u2019s analytics or reports would be greatly appreciated!<\/p><p>Thanks in advance for your help!<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","creationDate":"2024-11-22T08:33:13+0000","relativeCreationDate":"5 days ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15710"},{"firstPost":{"id":40777,"author":{"id":59418,"url":"\/members\/blogsunny-59418","name":"blogsunny","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/38921839-f26e-45ba-b6be-6c2bcf82c8d9.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,"badges":[],"isBanned":false},"content":"<p>To prioritize tasks effectively and ensure the most critical work gets done first, follow these steps:<\/p><ol><li>\t<p><strong>Identify Your Goals<\/strong>: Understand your overall objectives. What are you trying to achieve in the long term? Align your tasks with these goals to ensure you're focusing on what truly matters.<\/p>\t<\/li>\t<li>\t<p><strong>List All Tasks<\/strong>: Write down everything you need to do, no matter how big or small. This will give you a clear view of your workload.<\/p>\t<\/li>\t<li>\t<p><strong>Assess Importance and Urgency<\/strong>: Use the <strong>Eisenhower Matrix<\/strong> to categorize tasks into four quadrants:<\/p>\t<ul><li><strong>Urgent and Important<\/strong>: Do these tasks first.<\/li>\t\t<li><strong>Important but Not Urgent<\/strong>: Schedule these tasks for later, but don\u2019t neglect them.<\/li>\t\t<li><strong>Urgent but Not Important<\/strong>: Delegate these tasks if possible.<\/li>\t\t<li><strong>Neither Urgent nor Important<\/strong>: Consider eliminating or postponing these tasks.<\/li>\t<\/ul><\/li>\t<li>\t<p><strong>Consider Deadlines and Consequences<\/strong>: Tasks with approaching deadlines or serious consequences for delay should be prioritized higher.<\/p>\t<\/li>\t<li>\t<p><strong>Break Down Large Tasks<\/strong>: If a task is large or complex, break it into smaller, manageable steps. This will help you avoid feeling overwhelmed and make it easier to track progress.<\/p>\t<\/li>\t<li>\t<p><strong>Focus on One Task at a Time<\/strong>: Multitasking can reduce efficiency. Focus on completing one task before moving on to the next.<\/p>\t<\/li>\t<li>\t<p><strong>Review and Adjust Regularly<\/strong>: Priorities can change, so review your task list regularly and adjust your plan as needed. This helps you stay flexible and responsive to new demands.<\/p>\t<\/li><\/ol><p><a href=\"https:\/\/menuprices.my\/mee-tarik-warisan-asli-menu\/\" rel=\"nofollow ugc\">Click Here More Information:<\/a><\/p>","url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777","creationDate":"2024-11-26T07:31:20+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":19771,"id":40777,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11412,"isIdeation":false,"url":"\/project-and-workload-11412","title":"Project and Workload","description":"Using Freshservice"},"url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777","title":"How can I prioritize tasks to ensure the most critical work gets done first?","lastPost":{"id":40777,"author":{"id":59418,"url":"\/members\/blogsunny-59418","name":"blogsunny","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/38921839-f26e-45ba-b6be-6c2bcf82c8d9.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,"badges":[],"isBanned":false},"content":"<p>To prioritize tasks effectively and ensure the most critical work gets done first, follow these steps:<\/p><ol><li>\t<p><strong>Identify Your Goals<\/strong>: Understand your overall objectives. What are you trying to achieve in the long term? Align your tasks with these goals to ensure you're focusing on what truly matters.<\/p>\t<\/li>\t<li>\t<p><strong>List All Tasks<\/strong>: Write down everything you need to do, no matter how big or small. This will give you a clear view of your workload.<\/p>\t<\/li>\t<li>\t<p><strong>Assess Importance and Urgency<\/strong>: Use the <strong>Eisenhower Matrix<\/strong> to categorize tasks into four quadrants:<\/p>\t<ul><li><strong>Urgent and Important<\/strong>: Do these tasks first.<\/li>\t\t<li><strong>Important but Not Urgent<\/strong>: Schedule these tasks for later, but don\u2019t neglect them.<\/li>\t\t<li><strong>Urgent but Not Important<\/strong>: Delegate these tasks if possible.<\/li>\t\t<li><strong>Neither Urgent nor Important<\/strong>: Consider eliminating or postponing these tasks.<\/li>\t<\/ul><\/li>\t<li>\t<p><strong>Consider Deadlines and Consequences<\/strong>: Tasks with approaching deadlines or serious consequences for delay should be prioritized higher.<\/p>\t<\/li>\t<li>\t<p><strong>Break Down Large Tasks<\/strong>: If a task is large or complex, break it into smaller, manageable steps. This will help you avoid feeling overwhelmed and make it easier to track progress.<\/p>\t<\/li>\t<li>\t<p><strong>Focus on One Task at a Time<\/strong>: Multitasking can reduce efficiency. Focus on completing one task before moving on to the next.<\/p>\t<\/li>\t<li>\t<p><strong>Review and Adjust Regularly<\/strong>: Priorities can change, so review your task list regularly and adjust your plan as needed. This helps you stay flexible and responsive to new demands.<\/p>\t<\/li><\/ol><p><a href=\"https:\/\/menuprices.my\/mee-tarik-warisan-asli-menu\/\" rel=\"nofollow ugc\">Click Here More Information:<\/a><\/p>","url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777","creationDate":"2024-11-26T07:31:20+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":40777,"author":{"id":59418,"url":"\/members\/blogsunny-59418","name":"blogsunny","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/38921839-f26e-45ba-b6be-6c2bcf82c8d9.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,"badges":[],"isBanned":false},"content":"<p>To prioritize tasks effectively and ensure the most critical work gets done first, follow these steps:<\/p><ol><li>\t<p><strong>Identify Your Goals<\/strong>: Understand your overall objectives. What are you trying to achieve in the long term? Align your tasks with these goals to ensure you're focusing on what truly matters.<\/p>\t<\/li>\t<li>\t<p><strong>List All Tasks<\/strong>: Write down everything you need to do, no matter how big or small. This will give you a clear view of your workload.<\/p>\t<\/li>\t<li>\t<p><strong>Assess Importance and Urgency<\/strong>: Use the <strong>Eisenhower Matrix<\/strong> to categorize tasks into four quadrants:<\/p>\t<ul><li><strong>Urgent and Important<\/strong>: Do these tasks first.<\/li>\t\t<li><strong>Important but Not Urgent<\/strong>: Schedule these tasks for later, but don\u2019t neglect them.<\/li>\t\t<li><strong>Urgent but Not Important<\/strong>: Delegate these tasks if possible.<\/li>\t\t<li><strong>Neither Urgent nor Important<\/strong>: Consider eliminating or postponing these tasks.<\/li>\t<\/ul><\/li>\t<li>\t<p><strong>Consider Deadlines and Consequences<\/strong>: Tasks with approaching deadlines or serious consequences for delay should be prioritized higher.<\/p>\t<\/li>\t<li>\t<p><strong>Break Down Large Tasks<\/strong>: If a task is large or complex, break it into smaller, manageable steps. This will help you avoid feeling overwhelmed and make it easier to track progress.<\/p>\t<\/li>\t<li>\t<p><strong>Focus on One Task at a Time<\/strong>: Multitasking can reduce efficiency. Focus on completing one task before moving on to the next.<\/p>\t<\/li>\t<li>\t<p><strong>Review and Adjust Regularly<\/strong>: Priorities can change, so review your task list regularly and adjust your plan as needed. This helps you stay flexible and responsive to new demands.<\/p>\t<\/li><\/ol><p><a href=\"https:\/\/menuprices.my\/mee-tarik-warisan-asli-menu\/\" rel=\"nofollow ugc\">Click Here More Information:<\/a><\/p>","url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777","creationDate":"2024-11-26T07:31:20+0000","relativeCreationDate":"1 day ago"},"numberOfViews":5,"contentType":"conversation","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"0"},{"firstPost":{"id":37058,"author":{"id":31549,"url":"\/members\/anusha-31549","name":"Anusha","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/4eb540c0-871e-4636-83f3-a276bbbc8f87.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":4,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p><span style=\"color:#000000;\">Hello everyone!<\/span><\/p><p><span style=\"color:#000000;\">ITOM Unlocked is back with another <strong>live<\/strong> session. This time around, I have the pleasure of introducing our ITOM Subject Matter Expert (SME) <strong>Ashutosh Pandey<\/strong> (@a5huto5h), better known as <strong>Tosh<\/strong>, on <a href=\"https:\/\/community.freshworks.com\/events\/itom-unlocked-status-page-simplified-333\"><strong>Tuesday, June 18, 2024<\/strong><\/a>.\u00a0<\/span><\/p><p><span style=\"color:#000000;\">This live Q&amp;A session is meant to be an <strong>interactive<\/strong> how-to session, where our community members will watch a <strong>live demo<\/strong> on Freshservice\u2019s in-built <strong>Status Page<\/strong> module and <strong>interact directly<\/strong> with @a5huto5h to clarify their doubts. This format will be ideal for community members who want to learn how to set up their Status Page, have specific requirements for security, and even smart customizations that we are shipping in the June ERM. <strong>So drop your questions in the comments below for @a5huto5h to take them up!<\/strong>\u00a0\u00a0<\/span><\/p><p><span style=\"color:#000000;\">But hold on \u2013 First let me share a bit more about @a5huto5h below!<\/span><\/p><p style=\"text-align:center;\"><span style=\"color:#000000;\">-----------------<\/span><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2fefd25-e199-4d46-a1a6-fbc1f5afb112.jpg\" width=\"183\" \/><figcaption>Staff Product Manager Ashutosh Pandey<\/figcaption><\/figure><p style=\"text-align:center;\"><strong><span style=\"color:#8e44ad;\"><em>Meet Ashutosh, also known as Tosh, a Staff Product Manager at Freshworks focusing on Freshservice IT Operations Management (ITOM). Tosh leads the development of the new Status page and frequently contributes to Major Incident Management. He also works on enhancing AI-driven IT Operations (AI Ops) features. Before joining Freshworks, Ashutosh was a Product Manager for a leading Application Performance Monitoring tool, building AI Ops features. <\/em><\/span><\/strong><\/p><p style=\"text-align:center;\"><strong><span style=\"color:#8e44ad;\"><em>Beyond product management, Ashutosh volunteers his time organizing meditation programs and green initiatives for Heartfulness Institute. He is also a certified Heartfulness meditation trainer.<\/em><\/span><\/strong><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5dc1c438-8849-40ff-88d3-84a913949669.jpg\" \/><\/figure><section class=\"callout callout-green\"><div><div><p><strong><span style=\"color:#000000;\">Some of the product specific areas where Tosh could help you out include:<\/span><\/strong><\/p><ul><li><strong><span style=\"color:#000000;\">Status Page<\/span><\/strong><\/li>\t<li><strong><span style=\"color:#000000;\">Major Incident Management<\/span><\/strong><\/li>\t<li><strong><span style=\"color:#000000;\">AIOps<\/span><\/strong><\/li><\/ul><\/div><\/div><\/section><p style=\"text-align:center;\">\u00a0<\/p><h3><strong><span style=\"color:#000000;\">Please drop in your questions <u>ahead of the session<\/u> so Tosh can take a look and address them in the live session. This opportunity is especially suitable for sharing your use case for Status Pages and getting Tosh to help you out!<\/span><\/strong><\/h3><p><br \/>\u00a0<\/p><section class=\"callout callout-red\"><div><div><h2><strong>Register for the session <a href=\"https:\/\/community.freshworks.com\/events\/itom-unlocked-status-page-simplified-333\">HERE<\/a><\/strong><\/h2><\/div><\/div><\/section>","url":"https:\/\/community.freshworks.com\/it-operations-management-11411\/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058","creationDate":"2024-06-10T13:39:12+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":13033,"id":37058,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11411,"isIdeation":false,"url":"\/it-operations-management-11411","title":"IT Operations Management","description":"Using Freshservice"},"url":"https:\/\/community.freshworks.com\/it-operations-management-11411\/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058","title":"Meet Subject Matter Expert Ashutosh Pandey >>> ITOM Unlocked","lastPost":{"id":21507,"author":{"id":31549,"url":"\/members\/anusha-31549","name":"Anusha","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/4eb540c0-871e-4636-83f3-a276bbbc8f87.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":4,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/it-operations-management-11411\/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058?postid=100050#post100050","creationDate":"2024-11-26T07:00:16+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":22,"numberOfLikes":2,"relevantPost":{"id":37058,"author":{"id":31549,"url":"\/members\/anusha-31549","name":"Anusha","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/4eb540c0-871e-4636-83f3-a276bbbc8f87.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":4,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p><span style=\"color:#000000;\">Hello everyone!<\/span><\/p><p><span style=\"color:#000000;\">ITOM Unlocked is back with another <strong>live<\/strong> session. This time around, I have the pleasure of introducing our ITOM Subject Matter Expert (SME) <strong>Ashutosh Pandey<\/strong> (@a5huto5h), better known as <strong>Tosh<\/strong>, on <a href=\"https:\/\/community.freshworks.com\/events\/itom-unlocked-status-page-simplified-333\"><strong>Tuesday, June 18, 2024<\/strong><\/a>.\u00a0<\/span><\/p><p><span style=\"color:#000000;\">This live Q&amp;A session is meant to be an <strong>interactive<\/strong> how-to session, where our community members will watch a <strong>live demo<\/strong> on Freshservice\u2019s in-built <strong>Status Page<\/strong> module and <strong>interact directly<\/strong> with @a5huto5h to clarify their doubts. This format will be ideal for community members who want to learn how to set up their Status Page, have specific requirements for security, and even smart customizations that we are shipping in the June ERM. <strong>So drop your questions in the comments below for @a5huto5h to take them up!<\/strong>\u00a0\u00a0<\/span><\/p><p><span style=\"color:#000000;\">But hold on \u2013 First let me share a bit more about @a5huto5h below!<\/span><\/p><p style=\"text-align:center;\"><span style=\"color:#000000;\">-----------------<\/span><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2fefd25-e199-4d46-a1a6-fbc1f5afb112.jpg\" width=\"183\" \/><figcaption>Staff Product Manager Ashutosh Pandey<\/figcaption><\/figure><p style=\"text-align:center;\"><strong><span style=\"color:#8e44ad;\"><em>Meet Ashutosh, also known as Tosh, a Staff Product Manager at Freshworks focusing on Freshservice IT Operations Management (ITOM). Tosh leads the development of the new Status page and frequently contributes to Major Incident Management. He also works on enhancing AI-driven IT Operations (AI Ops) features. Before joining Freshworks, Ashutosh was a Product Manager for a leading Application Performance Monitoring tool, building AI Ops features. <\/em><\/span><\/strong><\/p><p style=\"text-align:center;\"><strong><span style=\"color:#8e44ad;\"><em>Beyond product management, Ashutosh volunteers his time organizing meditation programs and green initiatives for Heartfulness Institute. He is also a certified Heartfulness meditation trainer.<\/em><\/span><\/strong><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5dc1c438-8849-40ff-88d3-84a913949669.jpg\" \/><\/figure><section class=\"callout callout-green\"><div><div><p><strong><span style=\"color:#000000;\">Some of the product specific areas where Tosh could help you out include:<\/span><\/strong><\/p><ul><li><strong><span style=\"color:#000000;\">Status Page<\/span><\/strong><\/li>\t<li><strong><span style=\"color:#000000;\">Major Incident Management<\/span><\/strong><\/li>\t<li><strong><span style=\"color:#000000;\">AIOps<\/span><\/strong><\/li><\/ul><\/div><\/div><\/section><p style=\"text-align:center;\">\u00a0<\/p><h3><strong><span style=\"color:#000000;\">Please drop in your questions <u>ahead of the session<\/u> so Tosh can take a look and address them in the live session. This opportunity is especially suitable for sharing your use case for Status Pages and getting Tosh to help you out!<\/span><\/strong><\/h3><p><br \/>\u00a0<\/p><section class=\"callout callout-red\"><div><div><h2><strong>Register for the session <a href=\"https:\/\/community.freshworks.com\/events\/itom-unlocked-status-page-simplified-333\">HERE<\/a><\/strong><\/h2><\/div><\/div><\/section>","url":"https:\/\/community.freshworks.com\/it-operations-management-11411\/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058","creationDate":"2024-06-10T13:39:12+0000","relativeCreationDate":"5 months ago"},"numberOfViews":420,"contentType":"article","featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7ac0c7c9-2507-402c-ab8a-dfca138c29e7_thumb.png","publicLabel":"Blog","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"21507"},{"firstPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":10801,"id":40776,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","title":"List Tasks in Reply to Service Request Ticket","lastPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"numberOfViews":27,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"0"}],"authors":[]},"unAnsweredTopicsList":{"isGuest":true,"tab":"Help Others","requestUrl":"\/widget\/topics","query":{"sort":"lastPostDate","sortOrder":"DESC","minReplies":0,"maxResults":10,"contentType":"question","hasBestAnswer":false,"prefixIds":["vraag"],"notForumIds":[11]},"translations":{"Custom":{"in":"in"},"Forum":{"vraag":"Question","topic.form.type.discussion.label":"Conversation","forumList.meta.counter.post.user.new":"{n} new","Sticky":"Sticky","Show more":"Show more activity"}},"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","topics":[{"firstPost":{"id":40501,"author":{"id":57873,"url":"\/members\/shs-tim-hobson-57873","name":"shs_tim.hobson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.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":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We have \u201cSOURCE\u201d shown in our notification\u00a0emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.<\/p><p>\u00a0<\/p><p>Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5f399067-2d7e-42be-b4f5-e0c7f5ee22e6.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","creationDate":"2024-11-03T12:38:18+0000","relativeCreationDate":"23 days ago"},"isTopicUnread":true,"privateId":10638,"id":40501,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","title":"Source field showing a a number in emails","lastPost":{"id":15720,"author":{"id":41986,"url":"\/members\/roxwell-41986","name":"Roxwell","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9a095ca7-dd14-4dab-af07-987f37ec808d.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":4,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501?postid=100092#post100092","creationDate":"2024-11-27T11:03:24+0000","relativeCreationDate":"18 minutes ago"},"numberOfUnreadReplies":0,"numberOfReplies":14,"numberOfLikes":0,"relevantPost":{"id":40501,"author":{"id":57873,"url":"\/members\/shs-tim-hobson-57873","name":"shs_tim.hobson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.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":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We have \u201cSOURCE\u201d shown in our notification\u00a0emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.<\/p><p>\u00a0<\/p><p>Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5f399067-2d7e-42be-b4f5-e0c7f5ee22e6.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","creationDate":"2024-11-03T12:38:18+0000","relativeCreationDate":"23 days ago"},"numberOfViews":61,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15720"},{"firstPost":{"id":28098,"author":{"id":41340,"url":"\/members\/laganis-41340","name":"laganis","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hello to everybody,<\/p><p>since the last upgrade of FreshService and FreshDesk I\u2019m wondering if there is anybody besides me who\u00a0finds the predefined text background colors inadequate. I\u2019m refering to the WYSIWYG editor<\/p><p>The palette of colors is too vivid and contrast. There are no light colors.<\/p><p>These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.<\/p><p>See the picture below to get an idea of what I mean?<br \/>Does anybody know if there is\u00a0a plan to enhance that or even switch it back to the previous version?<\/p><p>Kind regards<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/66e94196-d568-4691-8c0d-23a3001b9bfe.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","creationDate":"2023-01-31T13:09:28+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":4278,"id":28098,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11377,"isIdeation":false,"url":"\/portal-knowledge-base-11377","title":"Portal\/Knowledge Base","description":"Portal\/Knowledge Base"},"url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","title":"Do you find the text background colors inadequate?","lastPost":{"id":15714,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","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":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098?postid=100063#post100063","creationDate":"2024-11-26T11:50:12+0000","relativeCreationDate":"23 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":28098,"author":{"id":41340,"url":"\/members\/laganis-41340","name":"laganis","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hello to everybody,<\/p><p>since the last upgrade of FreshService and FreshDesk I\u2019m wondering if there is anybody besides me who\u00a0finds the predefined text background colors inadequate. I\u2019m refering to the WYSIWYG editor<\/p><p>The palette of colors is too vivid and contrast. There are no light colors.<\/p><p>These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.<\/p><p>See the picture below to get an idea of what I mean?<br \/>Does anybody know if there is\u00a0a plan to enhance that or even switch it back to the previous version?<\/p><p>Kind regards<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/66e94196-d568-4691-8c0d-23a3001b9bfe.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","creationDate":"2023-01-31T13:09:28+0000","relativeCreationDate":"1 year ago"},"numberOfViews":66,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15714"},{"firstPost":{"id":40738,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Freshdesk Community,<\/p><p>I\u2019m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a <strong>line chart<\/strong> that shows:<\/p><ul><li>The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.<\/li><\/ul><p>It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates.<\/p><p>\u00a0<\/p><p>Does anyone know how I can achieve this?<\/p><p>Any tips or guidance on how to set up this type of visual in Freshdesk\u2019s analytics or reports would be greatly appreciated!<\/p><p>Thanks in advance for your help!<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","creationDate":"2024-11-22T08:33:13+0000","relativeCreationDate":"5 days ago"},"isTopicUnread":true,"privateId":10775,"id":40738,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","title":"Creating a Rolling Ticket Volume Report in Freshdesk Analytics","lastPost":{"id":15710,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738?postid=100053#post100053","creationDate":"2024-11-26T08:09:31+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":40738,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Freshdesk Community,<\/p><p>I\u2019m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a <strong>line chart<\/strong> that shows:<\/p><ul><li>The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.<\/li><\/ul><p>It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates.<\/p><p>\u00a0<\/p><p>Does anyone know how I can achieve this?<\/p><p>Any tips or guidance on how to set up this type of visual in Freshdesk\u2019s analytics or reports would be greatly appreciated!<\/p><p>Thanks in advance for your help!<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","creationDate":"2024-11-22T08:33:13+0000","relativeCreationDate":"5 days ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15710"},{"firstPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":10801,"id":40776,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","title":"List Tasks in Reply to Service Request Ticket","lastPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"numberOfViews":27,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"0"},{"firstPost":{"id":40775,"author":{"id":44424,"url":"\/members\/dobsonl-44424","name":"dobsonl","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,"badges":[],"isBanned":false},"content":"<p>Does anyone know of a way to allow our users to see any known problems that are open within our system as a read only view within the portal.<\/p><p>\u00a0<\/p><p>Thinking sort of embedding a page that has just the basic information such as subject &amp; Symptoms<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/display-known-problems-40775","creationDate":"2024-11-25T16:21:57+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":10800,"id":40775,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11377,"isIdeation":false,"url":"\/portal-knowledge-base-11377","title":"Portal\/Knowledge Base","description":"Portal\/Knowledge Base"},"url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/display-known-problems-40775","title":"Display known problems","lastPost":{"id":15705,"author":{"id":59411,"url":"\/members\/harry84349-59411","name":"harry84349","avatar":"","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,"badges":[],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/display-known-problems-40775?postid=100044#post100044","creationDate":"2024-11-25T16:41:09+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":1,"relevantPost":{"id":40775,"author":{"id":44424,"url":"\/members\/dobsonl-44424","name":"dobsonl","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,"badges":[],"isBanned":false},"content":"<p>Does anyone know of a way to allow our users to see any known problems that are open within our system as a read only view within the portal.<\/p><p>\u00a0<\/p><p>Thinking sort of embedding a page that has just the basic information such as subject &amp; Symptoms<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/display-known-problems-40775","creationDate":"2024-11-25T16:21:57+0000","relativeCreationDate":"1 day ago"},"numberOfViews":21,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15705"},{"firstPost":{"id":40768,"author":{"id":50204,"url":"\/members\/satoko-b-50204","name":"Satoko B","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f57f40e7-722e-4afc-a5cc-9fa8d2e4703f.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,"badges":[],"isBanned":false},"content":"<p>Hi All,\u00a0<\/p><p>\u00a0<\/p><p>I would like to get a data for the tickets, that had not been response or no action taken since last response from agents.\u00a0<\/p><p>e.g.\u00a0<\/p><p>Created on last week(Or month), and no response is sent\u00a0from agents over x days.\u00a0<\/p><p>How Can I get such number?\u00a0<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/need-help-on-report-40768","creationDate":"2024-11-25T07:08:45+0000","relativeCreationDate":"2 days ago"},"isTopicUnread":true,"privateId":10794,"id":40768,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"https:\/\/community.freshworks.com\/analytics-11348\/need-help-on-report-40768","title":"Need help on report","lastPost":{"id":40768,"author":{"id":50204,"url":"\/members\/satoko-b-50204","name":"Satoko B","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f57f40e7-722e-4afc-a5cc-9fa8d2e4703f.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,"badges":[],"isBanned":false},"content":"<p>Hi All,\u00a0<\/p><p>\u00a0<\/p><p>I would like to get a data for the tickets, that had not been response or no action taken since last response from agents.\u00a0<\/p><p>e.g.\u00a0<\/p><p>Created on last week(Or month), and no response is sent\u00a0from agents over x days.\u00a0<\/p><p>How Can I get such number?\u00a0<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/need-help-on-report-40768","creationDate":"2024-11-25T07:08:45+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":40768,"author":{"id":50204,"url":"\/members\/satoko-b-50204","name":"Satoko B","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f57f40e7-722e-4afc-a5cc-9fa8d2e4703f.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,"badges":[],"isBanned":false},"content":"<p>Hi All,\u00a0<\/p><p>\u00a0<\/p><p>I would like to get a data for the tickets, that had not been response or no action taken since last response from agents.\u00a0<\/p><p>e.g.\u00a0<\/p><p>Created on last week(Or month), and no response is sent\u00a0from agents over x days.\u00a0<\/p><p>How Can I get such number?\u00a0<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/need-help-on-report-40768","creationDate":"2024-11-25T07:08:45+0000","relativeCreationDate":"2 days ago"},"numberOfViews":3,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"0"},{"firstPost":{"id":39816,"author":{"id":57825,"url":"\/members\/andrers-57825","name":"andrers","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f093507d-4207-4b51-b03f-4b23ba29450b.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,"badges":[],"isBanned":false},"content":"<p>When trying to create a ticket through the portal form, I am receiving the following message:<\/p><p>'We are sorry. You have been restricted from accessing this helpdesk page\u2019<\/p><p>\u00a0<\/p><p>Could someone help me solve this problem?<\/p><p>\u00a0<\/p><p>Thanks for your time and support.<\/p><p>\u00a0<\/p><p>Andr\u00e9<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/create-ticket-problem-portal-39816","creationDate":"2024-09-12T16:49:34+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":10303,"id":39816,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11404,"isIdeation":false,"url":"\/portals-emails-other-channels-11404","title":"Portals, Emails & Other Channels","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/create-ticket-problem-portal-39816","title":"Create Ticket Problem - Portal","lastPost":{"id":15697,"author":{"id":59377,"url":"\/members\/linakourii-59377","name":"linakourii","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/fa2bc63f-02c4-429e-a921-571946a1f058.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,"badges":[],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/create-ticket-problem-portal-39816?postid=100023#post100023","creationDate":"2024-11-25T04:57:59+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":0,"relevantPost":{"id":39816,"author":{"id":57825,"url":"\/members\/andrers-57825","name":"andrers","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f093507d-4207-4b51-b03f-4b23ba29450b.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,"badges":[],"isBanned":false},"content":"<p>When trying to create a ticket through the portal form, I am receiving the following message:<\/p><p>'We are sorry. You have been restricted from accessing this helpdesk page\u2019<\/p><p>\u00a0<\/p><p>Could someone help me solve this problem?<\/p><p>\u00a0<\/p><p>Thanks for your time and support.<\/p><p>\u00a0<\/p><p>Andr\u00e9<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/create-ticket-problem-portal-39816","creationDate":"2024-09-12T16:49:34+0000","relativeCreationDate":"2 months ago"},"numberOfViews":28,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15697"},{"firstPost":{"id":37541,"author":{"id":55229,"url":"\/members\/anusrivas-55229","name":"anusrivas","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9fe59ca9-fbd9-4af0-8efc-33dae767fea2.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,"badges":[],"isBanned":false},"content":"<p>Please include the requester details in below endpoint::<\/p><p>\u00a0<\/p><p>\/api\/v2\/search\/tickets?query=[query]<\/p>","url":"https:\/\/community.freshworks.com\/apps-and-marketplace-integrations-11358\/include-requester-details-in-custom-ticket-views-api-37541","creationDate":"2024-07-14T15:28:25+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":9285,"id":37541,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11358,"isIdeation":false,"url":"\/apps-and-marketplace-integrations-11358","title":"Apps and Marketplace Integrations","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/apps-and-marketplace-integrations-11358\/include-requester-details-in-custom-ticket-views-api-37541","title":"Include Requester Details in Custom Ticket Views API","lastPost":{"id":15694,"author":{"id":44601,"url":"\/members\/madhusingh0906-44601","name":"madhusingh0906","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3da2483a-5dc0-4d46-8ca0-bd088a1b37b4.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":2,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/apps-and-marketplace-integrations-11358\/include-requester-details-in-custom-ticket-views-api-37541?postid=100015#post100015","creationDate":"2024-11-24T14:47:50+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":37541,"author":{"id":55229,"url":"\/members\/anusrivas-55229","name":"anusrivas","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9fe59ca9-fbd9-4af0-8efc-33dae767fea2.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,"badges":[],"isBanned":false},"content":"<p>Please include the requester details in below endpoint::<\/p><p>\u00a0<\/p><p>\/api\/v2\/search\/tickets?query=[query]<\/p>","url":"https:\/\/community.freshworks.com\/apps-and-marketplace-integrations-11358\/include-requester-details-in-custom-ticket-views-api-37541","creationDate":"2024-07-14T15:28:25+0000","relativeCreationDate":"4 months ago"},"numberOfViews":25,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15694"},{"firstPost":{"id":40620,"author":{"id":55273,"url":"\/members\/joshvengley-55273","name":"joshvengley","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"}],"isBanned":false},"content":"<p>Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends?\u00a0\u00a0<\/p><p>We currently have a \u2018Call Back number field\u2019 that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time\/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored.\u00a0 We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted.\u00a0<\/p><p>Has anyone had any luck with creating such a field, or is that an \u2018enhancement\u2019 we would need to request to Fresh to see if they can implement at some point?<\/p><p>Thank you for\u00a0 your time.<\/p><p>Josh<\/p>","url":"https:\/\/community.freshworks.com\/how-do-i-11344\/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620","creationDate":"2024-11-12T15:59:17+0000","relativeCreationDate":"14 days ago"},"isTopicUnread":true,"privateId":10705,"id":40620,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11344,"isIdeation":false,"url":"\/how-do-i-11344","title":"How do I....?","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/how-do-i-11344\/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620","title":"Field Manager: Incident Form - Add Call back number field for after-hour\/weekend based on days of week and time","lastPost":{"id":15693,"author":{"id":44601,"url":"\/members\/madhusingh0906-44601","name":"madhusingh0906","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3da2483a-5dc0-4d46-8ca0-bd088a1b37b4.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":2,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/how-do-i-11344\/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620?postid=100014#post100014","creationDate":"2024-11-24T14:31:28+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":40620,"author":{"id":55273,"url":"\/members\/joshvengley-55273","name":"joshvengley","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"}],"isBanned":false},"content":"<p>Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends?\u00a0\u00a0<\/p><p>We currently have a \u2018Call Back number field\u2019 that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time\/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored.\u00a0 We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted.\u00a0<\/p><p>Has anyone had any luck with creating such a field, or is that an \u2018enhancement\u2019 we would need to request to Fresh to see if they can implement at some point?<\/p><p>Thank you for\u00a0 your time.<\/p><p>Josh<\/p>","url":"https:\/\/community.freshworks.com\/how-do-i-11344\/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620","creationDate":"2024-11-12T15:59:17+0000","relativeCreationDate":"14 days ago"},"numberOfViews":21,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15693"},{"firstPost":{"id":40745,"author":{"id":35426,"url":"\/members\/martinj-uk-35426","name":"martinj_uk","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,"badges":[],"isBanned":false},"content":"<p>Has anyone else hit the 400 maximum number of public\/private notes on a ticket?<\/p><p>I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it\u2019s been capped and the workaround is create a new ticket.<\/p><p>Nothing in the last few release notes that I can find<\/p>","url":"https:\/\/community.freshworks.com\/ticketing-agent-productivity-11362\/400-note-limit-private-public-interactions-40745","creationDate":"2024-11-22T11:40:48+0000","relativeCreationDate":"4 days ago"},"isTopicUnread":true,"privateId":10780,"id":40745,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11362,"isIdeation":false,"url":"\/ticketing-agent-productivity-11362","title":"Ticketing & Agent Productivity","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/ticketing-agent-productivity-11362\/400-note-limit-private-public-interactions-40745","title":"400 note limit (private & public) interactions","lastPost":{"id":15691,"author":{"id":44601,"url":"\/members\/madhusingh0906-44601","name":"madhusingh0906","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3da2483a-5dc0-4d46-8ca0-bd088a1b37b4.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":2,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/ticketing-agent-productivity-11362\/400-note-limit-private-public-interactions-40745?postid=100012#post100012","creationDate":"2024-11-24T14:20:23+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":40745,"author":{"id":35426,"url":"\/members\/martinj-uk-35426","name":"martinj_uk","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,"badges":[],"isBanned":false},"content":"<p>Has anyone else hit the 400 maximum number of public\/private notes on a ticket?<\/p><p>I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it\u2019s been capped and the workaround is create a new ticket.<\/p><p>Nothing in the last few release notes that I can find<\/p>","url":"https:\/\/community.freshworks.com\/ticketing-agent-productivity-11362\/400-note-limit-private-public-interactions-40745","creationDate":"2024-11-22T11:40:48+0000","relativeCreationDate":"4 days ago"},"numberOfViews":8,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15691"}],"authors":[]},"recentlyActiveTopicsList":{"isGuest":true,"tab":"Recently Active","requestUrl":"\/search\/recentTopics","query":{"sort":"lastPostDate","sortOrder":"DESC","minReplies":0,"maxResults":10,"notForumIds":[11]},"translations":{"Custom":{"in":"in"},"Forum":{"vraag":"Question","topic.form.type.discussion.label":"Conversation","forumList.meta.counter.post.user.new":"{n} new","beantwoord":"Solved","Sticky":"Sticky","topicList.meta.voted":"Voted","topicList.meta.vote":"Vote","Show more":"Show more activity"}},"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","topics":[{"firstPost":{"id":40501,"author":{"id":57873,"url":"\/members\/shs-tim-hobson-57873","name":"shs_tim.hobson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.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":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We have \u201cSOURCE\u201d shown in our notification\u00a0emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.<\/p><p>\u00a0<\/p><p>Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5f399067-2d7e-42be-b4f5-e0c7f5ee22e6.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","creationDate":"2024-11-03T12:38:18+0000","relativeCreationDate":"23 days ago"},"isTopicUnread":true,"privateId":10638,"id":40501,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","title":"Source field showing a a number in emails","lastPost":{"id":15720,"author":{"id":41986,"url":"\/members\/roxwell-41986","name":"Roxwell","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9a095ca7-dd14-4dab-af07-987f37ec808d.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":4,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand 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(50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501?postid=100092#post100092","creationDate":"2024-11-27T11:03:24+0000","relativeCreationDate":"18 minutes ago"},"numberOfUnreadReplies":0,"numberOfReplies":14,"numberOfLikes":0,"relevantPost":{"id":40501,"author":{"id":57873,"url":"\/members\/shs-tim-hobson-57873","name":"shs_tim.hobson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.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":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We have \u201cSOURCE\u201d shown in our notification\u00a0emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.<\/p><p>\u00a0<\/p><p>Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5f399067-2d7e-42be-b4f5-e0c7f5ee22e6.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","creationDate":"2024-11-03T12:38:18+0000","relativeCreationDate":"23 days ago"},"numberOfViews":61,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using 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You\u2019ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into <\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Freddy AI Agent<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">\u2014a powerful catalyst for transforming both customer and employee experiences.<\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Icebreaker:<\/strong><\/span><\/span><br \/><br \/><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Let\u2019s get to know each other better! Please share your thoughts using the following format:<\/span><\/span><\/p><ol><li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Name &amp; What you do :<\/strong><\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Favorite part of the AI Summit:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (What did you enjoy most about the event?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Feature of Freddy AI Agent you\u2019re most excited about:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Which feature caught your attention?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>One thing you\u2019re hoping to learn or explore more about in this group:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Any specific questions or areas of interest?)<\/span><\/span><\/li><\/ol><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Looking forward to hearing your thoughts and kicking off some great conversations around AI!<\/span><\/span><\/p>","url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/welcome-to-the-freshworks-ai-summit-group-40576","creationDate":"2024-11-08T12:48:35+0000","relativeCreationDate":"18 days ago"},"isTopicUnread":true,"privateId":19753,"id":40576,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11444,"isIdeation":false,"url":"\/groups\/freshworks-ai-summit-11444","title":"Freshworks AI Summit","description":"<p>This group is for exclusive discussions around all things AI, including our features and launches. Whether you're just starting out or a seasoned pro, this space is for you to connect with peers and product experts, access customer education resources, and share feedback and experiences. Together, we\u2019ll explore how to create amazing experiences for customers and employees through people-first AI.<\/p>"},"url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/welcome-to-the-freshworks-ai-summit-group-40576","title":"Welcome to the Freshworks AI Summit Group","lastPost":{"id":36596,"author":{"id":41760,"url":"\/members\/thomas-h-41760","name":"Thomas H","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":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/welcome-to-the-freshworks-ai-summit-group-40576?postid=100074#post100074","creationDate":"2024-11-27T05:33:13+0000","relativeCreationDate":"5 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":1,"relevantPost":{"id":40576,"author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5d267aaf-559b-4b35-81ba-5d5d518cd329.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":6,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Thank you for joining our AI group!<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> This forum is your go-to space to explore all things AI\u2014ask questions, share feedback, connect with peers and product experts, clarify doubts, explore new ideas, and access tailored solutions and resources. You\u2019ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into <\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Freddy AI Agent<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">\u2014a powerful catalyst for transforming both customer and employee experiences.<\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Icebreaker:<\/strong><\/span><\/span><br \/><br \/><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Let\u2019s get to know each other better! Please share your thoughts using the following format:<\/span><\/span><\/p><ol><li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Name &amp; What you do :<\/strong><\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Favorite part of the AI Summit:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (What did you enjoy most about the event?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Feature of Freddy AI Agent you\u2019re most excited about:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Which feature caught your attention?)<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>One thing you\u2019re hoping to learn or explore more about in this group:<\/strong><\/span><\/span><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"> (Any specific questions or areas of interest?)<\/span><\/span><\/li><\/ol><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Looking forward to hearing your thoughts and kicking off some great conversations around AI!<\/span><\/span><\/p>","url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/welcome-to-the-freshworks-ai-summit-group-40576","creationDate":"2024-11-08T12:48:35+0000","relativeCreationDate":"18 days ago"},"numberOfViews":158,"contentType":"conversation","featuredImage":"","publicLabel":"","category":{"url":"\/groups","categoryId":0,"title":"Groups","metaRobots":"index, follow","type":4},"lastPostId":"36596"},{"firstPost":{"id":39136,"author":{"id":55831,"url":"\/members\/khalid-ragy-55831","name":"Khalid_Ragy","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>\u00a0\u00a0While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don\u2019t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn\u2019t mess up my report? The data point in question is in light blue below<br \/><br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/672a7d58-afa3-4dfc-b22d-4d5fbb4ce408.png\" \/><\/figure><p>The screenshot below shows the metric, time dimension and group by filter for better understanding<br \/><br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a8551410-b9e1-4270-84f4-9e6fd90e6809.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136","creationDate":"2024-08-01T09:43:21+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":9927,"id":39136,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"https:\/\/community.freshworks.com\/analytics-11348\/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136","title":"Issue with data classification in a report of incidents within SLA vs out of SLA","lastPost":{"id":15715,"author":{"id":58097,"url":"\/members\/b9game-58097","name":"B9Game","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/fbcf5062-39a7-4e70-8e62-029592ee28aa.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,"badges":[],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/analytics-11348\/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136?postid=100066#post100066","creationDate":"2024-11-26T16:49:15+0000","relativeCreationDate":"18 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":39136,"author":{"id":55831,"url":"\/members\/khalid-ragy-55831","name":"Khalid_Ragy","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>\u00a0\u00a0While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don\u2019t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn\u2019t mess up my report? The data point in question is in light blue below<br \/><br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/672a7d58-afa3-4dfc-b22d-4d5fbb4ce408.png\" \/><\/figure><p>The screenshot below shows the metric, time dimension and group by filter for better understanding<br \/><br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a8551410-b9e1-4270-84f4-9e6fd90e6809.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136","creationDate":"2024-08-01T09:43:21+0000","relativeCreationDate":"3 months ago"},"numberOfViews":22,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15715"},{"firstPost":{"id":28098,"author":{"id":41340,"url":"\/members\/laganis-41340","name":"laganis","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hello to everybody,<\/p><p>since the last upgrade of FreshService and FreshDesk I\u2019m wondering if there is anybody besides me who\u00a0finds the predefined text background colors inadequate. I\u2019m refering to the WYSIWYG editor<\/p><p>The palette of colors is too vivid and contrast. There are no light colors.<\/p><p>These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.<\/p><p>See the picture below to get an idea of what I mean?<br \/>Does anybody know if there is\u00a0a plan to enhance that or even switch it back to the previous version?<\/p><p>Kind regards<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/66e94196-d568-4691-8c0d-23a3001b9bfe.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","creationDate":"2023-01-31T13:09:28+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":4278,"id":28098,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11377,"isIdeation":false,"url":"\/portal-knowledge-base-11377","title":"Portal\/Knowledge Base","description":"Portal\/Knowledge Base"},"url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","title":"Do you find the text background colors inadequate?","lastPost":{"id":15714,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","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":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098?postid=100063#post100063","creationDate":"2024-11-26T11:50:12+0000","relativeCreationDate":"23 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":28098,"author":{"id":41340,"url":"\/members\/laganis-41340","name":"laganis","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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hello to everybody,<\/p><p>since the last upgrade of FreshService and FreshDesk I\u2019m wondering if there is anybody besides me who\u00a0finds the predefined text background colors inadequate. I\u2019m refering to the WYSIWYG editor<\/p><p>The palette of colors is too vivid and contrast. There are no light colors.<\/p><p>These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.<\/p><p>See the picture below to get an idea of what I mean?<br \/>Does anybody know if there is\u00a0a plan to enhance that or even switch it back to the previous version?<\/p><p>Kind regards<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/66e94196-d568-4691-8c0d-23a3001b9bfe.png\" \/><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098","creationDate":"2023-01-31T13:09:28+0000","relativeCreationDate":"1 year ago"},"numberOfViews":66,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15714"},{"firstPost":{"id":35288,"author":{"id":50295,"url":"\/members\/gavharks-50295","name":"GavHarks","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/811271f1-8665-48b5-b0ed-1298574c2a1d.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>have Freshdesk working in MS teams, but the tickets are only showing up in one team. How do I get the other teams to see the tickets as well. Freshdesk app has been added to the other teams.<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/ms-team-intergartion-35288","creationDate":"2024-02-14T05:12:32+0000","relativeCreationDate":"9 months ago"},"isTopicUnread":true,"privateId":8022,"id":35288,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11404,"isIdeation":false,"url":"\/portals-emails-other-channels-11404","title":"Portals, Emails & Other Channels","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/ms-team-intergartion-35288","title":"MS Team Intergartion","lastPost":{"id":15713,"author":{"id":49685,"url":"\/members\/gautham-lakdive-49685","name":"Gautham Lakdive","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6b8b7d76-bf6e-4682-8697-96487e56ae09.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,"badges":[{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/ms-team-intergartion-35288?postid=100059#post100059","creationDate":"2024-11-26T09:25:26+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":7,"numberOfLikes":0,"relevantPost":{"id":35288,"author":{"id":50295,"url":"\/members\/gavharks-50295","name":"GavHarks","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/811271f1-8665-48b5-b0ed-1298574c2a1d.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>have Freshdesk working in MS teams, but the tickets are only showing up in one team. How do I get the other teams to see the tickets as well. Freshdesk app has been added to the other teams.<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/ms-team-intergartion-35288","creationDate":"2024-02-14T05:12:32+0000","relativeCreationDate":"9 months ago"},"numberOfViews":58,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15713"},{"firstPost":{"id":40505,"author":{"id":58263,"url":"\/members\/stuartwearing-58263","name":"StuartWearing","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6ed9cfba-c85c-4cb2-81f3-3843adf62068.png","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":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>I\u2019m using the analytics and seeing some figures that don\u2019t add up. On our dashboard we have 50 tickets showing as unresolved. That\u2019s backed up by checking the tickets and finding there are 50 with unresolved status.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/373498cd-99e6-4b22-80dc-981ff64bbac8.png\" \/><\/figure><p><br \/>The Helpdesk ticket volume however shows 58 unresolved tickets. I believe this has something to do with the \u2018unresolved tickets by type\u2019 showing 8 tickets with the type blank.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e052d92d-36a6-4ce6-8450-5cce5967efb5.png\" \/><\/figure><p><br \/>I\u2019ve checked that every unresolved ticket has a type set.<br \/><br \/>How do I go about finding these 8 rogue tickets?<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/analytics-not-correct-40505","creationDate":"2024-11-04T07:43:23+0000","relativeCreationDate":"23 days ago"},"isTopicUnread":true,"privateId":10640,"id":40505,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11348,"isIdeation":false,"url":"\/analytics-11348","title":"Analytics","description":"Analytics"},"url":"https:\/\/community.freshworks.com\/analytics-11348\/analytics-not-correct-40505","title":"Analytics not correct","lastPost":{"id":15712,"author":{"id":58263,"url":"\/members\/stuartwearing-58263","name":"StuartWearing","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6ed9cfba-c85c-4cb2-81f3-3843adf62068.png","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":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/analytics-11348\/analytics-not-correct-40505?postid=100058#post100058","creationDate":"2024-11-26T09:24:19+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":0,"relevantPost":{"id":40505,"author":{"id":58263,"url":"\/members\/stuartwearing-58263","name":"StuartWearing","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6ed9cfba-c85c-4cb2-81f3-3843adf62068.png","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":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>I\u2019m using the analytics and seeing some figures that don\u2019t add up. On our dashboard we have 50 tickets showing as unresolved. That\u2019s backed up by checking the tickets and finding there are 50 with unresolved status.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/373498cd-99e6-4b22-80dc-981ff64bbac8.png\" \/><\/figure><p><br \/>The Helpdesk ticket volume however shows 58 unresolved tickets. I believe this has something to do with the \u2018unresolved tickets by type\u2019 showing 8 tickets with the type blank.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e052d92d-36a6-4ce6-8450-5cce5967efb5.png\" \/><\/figure><p><br \/>I\u2019ve checked that every unresolved ticket has a type set.<br \/><br \/>How do I go about finding these 8 rogue tickets?<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/analytics-not-correct-40505","creationDate":"2024-11-04T07:43:23+0000","relativeCreationDate":"23 days ago"},"numberOfViews":39,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15712"},{"firstPost":{"id":40738,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Freshdesk Community,<\/p><p>I\u2019m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a <strong>line chart<\/strong> that shows:<\/p><ul><li>The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.<\/li><\/ul><p>It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates.<\/p><p>\u00a0<\/p><p>Does anyone know how I can achieve this?<\/p><p>Any tips or guidance on how to set up this type of visual in Freshdesk\u2019s analytics or reports would be greatly appreciated!<\/p><p>Thanks in advance for your help!<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","creationDate":"2024-11-22T08:33:13+0000","relativeCreationDate":"5 days ago"},"isTopicUnread":true,"privateId":10775,"id":40738,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11351,"isIdeation":false,"url":"\/analytics-reports-dashboards-11351","title":"Analytics, Reports & Dashboards","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","title":"Creating a Rolling Ticket Volume Report in Freshdesk Analytics","lastPost":{"id":15710,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738?postid=100053#post100053","creationDate":"2024-11-26T08:09:31+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":40738,"author":{"id":51984,"url":"\/members\/andersreve-51984","name":"andersreve","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f84dfc70-e69c-41a9-9409-ceb1d8e30935.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,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Freshdesk Community,<\/p><p>I\u2019m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a <strong>line chart<\/strong> that shows:<\/p><ul><li>The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.<\/li><\/ul><p>It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates.<\/p><p>\u00a0<\/p><p>Does anyone know how I can achieve this?<\/p><p>Any tips or guidance on how to set up this type of visual in Freshdesk\u2019s analytics or reports would be greatly appreciated!<\/p><p>Thanks in advance for your help!<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738","creationDate":"2024-11-22T08:33:13+0000","relativeCreationDate":"5 days ago"},"numberOfViews":16,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15710"},{"firstPost":{"id":40777,"author":{"id":59418,"url":"\/members\/blogsunny-59418","name":"blogsunny","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/38921839-f26e-45ba-b6be-6c2bcf82c8d9.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,"badges":[],"isBanned":false},"content":"<p>To prioritize tasks effectively and ensure the most critical work gets done first, follow these steps:<\/p><ol><li>\t<p><strong>Identify Your Goals<\/strong>: Understand your overall objectives. What are you trying to achieve in the long term? Align your tasks with these goals to ensure you're focusing on what truly matters.<\/p>\t<\/li>\t<li>\t<p><strong>List All Tasks<\/strong>: Write down everything you need to do, no matter how big or small. This will give you a clear view of your workload.<\/p>\t<\/li>\t<li>\t<p><strong>Assess Importance and Urgency<\/strong>: Use the <strong>Eisenhower Matrix<\/strong> to categorize tasks into four quadrants:<\/p>\t<ul><li><strong>Urgent and Important<\/strong>: Do these tasks first.<\/li>\t\t<li><strong>Important but Not Urgent<\/strong>: Schedule these tasks for later, but don\u2019t neglect them.<\/li>\t\t<li><strong>Urgent but Not Important<\/strong>: Delegate these tasks if possible.<\/li>\t\t<li><strong>Neither Urgent nor Important<\/strong>: Consider eliminating or postponing these tasks.<\/li>\t<\/ul><\/li>\t<li>\t<p><strong>Consider Deadlines and Consequences<\/strong>: Tasks with approaching deadlines or serious consequences for delay should be prioritized higher.<\/p>\t<\/li>\t<li>\t<p><strong>Break Down Large Tasks<\/strong>: If a task is large or complex, break it into smaller, manageable steps. This will help you avoid feeling overwhelmed and make it easier to track progress.<\/p>\t<\/li>\t<li>\t<p><strong>Focus on One Task at a Time<\/strong>: Multitasking can reduce efficiency. Focus on completing one task before moving on to the next.<\/p>\t<\/li>\t<li>\t<p><strong>Review and Adjust Regularly<\/strong>: Priorities can change, so review your task list regularly and adjust your plan as needed. This helps you stay flexible and responsive to new demands.<\/p>\t<\/li><\/ol><p><a href=\"https:\/\/menuprices.my\/mee-tarik-warisan-asli-menu\/\" rel=\"nofollow ugc\">Click Here More Information:<\/a><\/p>","url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777","creationDate":"2024-11-26T07:31:20+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":19771,"id":40777,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11412,"isIdeation":false,"url":"\/project-and-workload-11412","title":"Project and Workload","description":"Using Freshservice"},"url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777","title":"How can I prioritize tasks to ensure the most critical work gets done first?","lastPost":{"id":40777,"author":{"id":59418,"url":"\/members\/blogsunny-59418","name":"blogsunny","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/38921839-f26e-45ba-b6be-6c2bcf82c8d9.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,"badges":[],"isBanned":false},"content":"<p>To prioritize tasks effectively and ensure the most critical work gets done first, follow these steps:<\/p><ol><li>\t<p><strong>Identify Your Goals<\/strong>: Understand your overall objectives. What are you trying to achieve in the long term? Align your tasks with these goals to ensure you're focusing on what truly matters.<\/p>\t<\/li>\t<li>\t<p><strong>List All Tasks<\/strong>: Write down everything you need to do, no matter how big or small. This will give you a clear view of your workload.<\/p>\t<\/li>\t<li>\t<p><strong>Assess Importance and Urgency<\/strong>: Use the <strong>Eisenhower Matrix<\/strong> to categorize tasks into four quadrants:<\/p>\t<ul><li><strong>Urgent and Important<\/strong>: Do these tasks first.<\/li>\t\t<li><strong>Important but Not Urgent<\/strong>: Schedule these tasks for later, but don\u2019t neglect them.<\/li>\t\t<li><strong>Urgent but Not Important<\/strong>: Delegate these tasks if possible.<\/li>\t\t<li><strong>Neither Urgent nor Important<\/strong>: Consider eliminating or postponing these tasks.<\/li>\t<\/ul><\/li>\t<li>\t<p><strong>Consider Deadlines and Consequences<\/strong>: Tasks with approaching deadlines or serious consequences for delay should be prioritized higher.<\/p>\t<\/li>\t<li>\t<p><strong>Break Down Large Tasks<\/strong>: If a task is large or complex, break it into smaller, manageable steps. This will help you avoid feeling overwhelmed and make it easier to track progress.<\/p>\t<\/li>\t<li>\t<p><strong>Focus on One Task at a Time<\/strong>: Multitasking can reduce efficiency. Focus on completing one task before moving on to the next.<\/p>\t<\/li>\t<li>\t<p><strong>Review and Adjust Regularly<\/strong>: Priorities can change, so review your task list regularly and adjust your plan as needed. This helps you stay flexible and responsive to new demands.<\/p>\t<\/li><\/ol><p><a href=\"https:\/\/menuprices.my\/mee-tarik-warisan-asli-menu\/\" rel=\"nofollow ugc\">Click Here More Information:<\/a><\/p>","url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777","creationDate":"2024-11-26T07:31:20+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":40777,"author":{"id":59418,"url":"\/members\/blogsunny-59418","name":"blogsunny","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/38921839-f26e-45ba-b6be-6c2bcf82c8d9.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,"badges":[],"isBanned":false},"content":"<p>To prioritize tasks effectively and ensure the most critical work gets done first, follow these steps:<\/p><ol><li>\t<p><strong>Identify Your Goals<\/strong>: Understand your overall objectives. What are you trying to achieve in the long term? Align your tasks with these goals to ensure you're focusing on what truly matters.<\/p>\t<\/li>\t<li>\t<p><strong>List All Tasks<\/strong>: Write down everything you need to do, no matter how big or small. This will give you a clear view of your workload.<\/p>\t<\/li>\t<li>\t<p><strong>Assess Importance and Urgency<\/strong>: Use the <strong>Eisenhower Matrix<\/strong> to categorize tasks into four quadrants:<\/p>\t<ul><li><strong>Urgent and Important<\/strong>: Do these tasks first.<\/li>\t\t<li><strong>Important but Not Urgent<\/strong>: Schedule these tasks for later, but don\u2019t neglect them.<\/li>\t\t<li><strong>Urgent but Not Important<\/strong>: Delegate these tasks if possible.<\/li>\t\t<li><strong>Neither Urgent nor Important<\/strong>: Consider eliminating or postponing these tasks.<\/li>\t<\/ul><\/li>\t<li>\t<p><strong>Consider Deadlines and Consequences<\/strong>: Tasks with approaching deadlines or serious consequences for delay should be prioritized higher.<\/p>\t<\/li>\t<li>\t<p><strong>Break Down Large Tasks<\/strong>: If a task is large or complex, break it into smaller, manageable steps. This will help you avoid feeling overwhelmed and make it easier to track progress.<\/p>\t<\/li>\t<li>\t<p><strong>Focus on One Task at a Time<\/strong>: Multitasking can reduce efficiency. Focus on completing one task before moving on to the next.<\/p>\t<\/li>\t<li>\t<p><strong>Review and Adjust Regularly<\/strong>: Priorities can change, so review your task list regularly and adjust your plan as needed. This helps you stay flexible and responsive to new demands.<\/p>\t<\/li><\/ol><p><a href=\"https:\/\/menuprices.my\/mee-tarik-warisan-asli-menu\/\" rel=\"nofollow ugc\">Click Here More Information:<\/a><\/p>","url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777","creationDate":"2024-11-26T07:31:20+0000","relativeCreationDate":"1 day ago"},"numberOfViews":5,"contentType":"conversation","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"0"},{"firstPost":{"id":37058,"author":{"id":31549,"url":"\/members\/anusha-31549","name":"Anusha","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/4eb540c0-871e-4636-83f3-a276bbbc8f87.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":4,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p><span style=\"color:#000000;\">Hello everyone!<\/span><\/p><p><span style=\"color:#000000;\">ITOM Unlocked is back with another <strong>live<\/strong> session. This time around, I have the pleasure of introducing our ITOM Subject Matter Expert (SME) <strong>Ashutosh Pandey<\/strong> (@a5huto5h), better known as <strong>Tosh<\/strong>, on <a href=\"https:\/\/community.freshworks.com\/events\/itom-unlocked-status-page-simplified-333\"><strong>Tuesday, June 18, 2024<\/strong><\/a>.\u00a0<\/span><\/p><p><span style=\"color:#000000;\">This live Q&amp;A session is meant to be an <strong>interactive<\/strong> how-to session, where our community members will watch a <strong>live demo<\/strong> on Freshservice\u2019s in-built <strong>Status Page<\/strong> module and <strong>interact directly<\/strong> with @a5huto5h to clarify their doubts. This format will be ideal for community members who want to learn how to set up their Status Page, have specific requirements for security, and even smart customizations that we are shipping in the June ERM. <strong>So drop your questions in the comments below for @a5huto5h to take them up!<\/strong>\u00a0\u00a0<\/span><\/p><p><span style=\"color:#000000;\">But hold on \u2013 First let me share a bit more about @a5huto5h below!<\/span><\/p><p style=\"text-align:center;\"><span style=\"color:#000000;\">-----------------<\/span><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2fefd25-e199-4d46-a1a6-fbc1f5afb112.jpg\" width=\"183\" \/><figcaption>Staff Product Manager Ashutosh Pandey<\/figcaption><\/figure><p style=\"text-align:center;\"><strong><span style=\"color:#8e44ad;\"><em>Meet Ashutosh, also known as Tosh, a Staff Product Manager at Freshworks focusing on Freshservice IT Operations Management (ITOM). Tosh leads the development of the new Status page and frequently contributes to Major Incident Management. He also works on enhancing AI-driven IT Operations (AI Ops) features. Before joining Freshworks, Ashutosh was a Product Manager for a leading Application Performance Monitoring tool, building AI Ops features. <\/em><\/span><\/strong><\/p><p style=\"text-align:center;\"><strong><span style=\"color:#8e44ad;\"><em>Beyond product management, Ashutosh volunteers his time organizing meditation programs and green initiatives for Heartfulness Institute. He is also a certified Heartfulness meditation trainer.<\/em><\/span><\/strong><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5dc1c438-8849-40ff-88d3-84a913949669.jpg\" \/><\/figure><section class=\"callout callout-green\"><div><div><p><strong><span style=\"color:#000000;\">Some of the product specific areas where Tosh could help you out include:<\/span><\/strong><\/p><ul><li><strong><span style=\"color:#000000;\">Status Page<\/span><\/strong><\/li>\t<li><strong><span style=\"color:#000000;\">Major Incident Management<\/span><\/strong><\/li>\t<li><strong><span style=\"color:#000000;\">AIOps<\/span><\/strong><\/li><\/ul><\/div><\/div><\/section><p style=\"text-align:center;\">\u00a0<\/p><h3><strong><span style=\"color:#000000;\">Please drop in your questions <u>ahead of the session<\/u> so Tosh can take a look and address them in the live session. This opportunity is especially suitable for sharing your use case for Status Pages and getting Tosh to help you out!<\/span><\/strong><\/h3><p><br \/>\u00a0<\/p><section class=\"callout callout-red\"><div><div><h2><strong>Register for the session <a href=\"https:\/\/community.freshworks.com\/events\/itom-unlocked-status-page-simplified-333\">HERE<\/a><\/strong><\/h2><\/div><\/div><\/section>","url":"https:\/\/community.freshworks.com\/it-operations-management-11411\/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058","creationDate":"2024-06-10T13:39:12+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":13033,"id":37058,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11411,"isIdeation":false,"url":"\/it-operations-management-11411","title":"IT Operations Management","description":"Using Freshservice"},"url":"https:\/\/community.freshworks.com\/it-operations-management-11411\/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058","title":"Meet Subject Matter Expert Ashutosh Pandey >>> ITOM Unlocked","lastPost":{"id":21507,"author":{"id":31549,"url":"\/members\/anusha-31549","name":"Anusha","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/4eb540c0-871e-4636-83f3-a276bbbc8f87.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":4,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/it-operations-management-11411\/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058?postid=100050#post100050","creationDate":"2024-11-26T07:00:16+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":22,"numberOfLikes":2,"relevantPost":{"id":37058,"author":{"id":31549,"url":"\/members\/anusha-31549","name":"Anusha","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/4eb540c0-871e-4636-83f3-a276bbbc8f87.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":4,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p><span style=\"color:#000000;\">Hello everyone!<\/span><\/p><p><span style=\"color:#000000;\">ITOM Unlocked is back with another <strong>live<\/strong> session. This time around, I have the pleasure of introducing our ITOM Subject Matter Expert (SME) <strong>Ashutosh Pandey<\/strong> (@a5huto5h), better known as <strong>Tosh<\/strong>, on <a href=\"https:\/\/community.freshworks.com\/events\/itom-unlocked-status-page-simplified-333\"><strong>Tuesday, June 18, 2024<\/strong><\/a>.\u00a0<\/span><\/p><p><span style=\"color:#000000;\">This live Q&amp;A session is meant to be an <strong>interactive<\/strong> how-to session, where our community members will watch a <strong>live demo<\/strong> on Freshservice\u2019s in-built <strong>Status Page<\/strong> module and <strong>interact directly<\/strong> with @a5huto5h to clarify their doubts. This format will be ideal for community members who want to learn how to set up their Status Page, have specific requirements for security, and even smart customizations that we are shipping in the June ERM. <strong>So drop your questions in the comments below for @a5huto5h to take them up!<\/strong>\u00a0\u00a0<\/span><\/p><p><span style=\"color:#000000;\">But hold on \u2013 First let me share a bit more about @a5huto5h below!<\/span><\/p><p style=\"text-align:center;\"><span style=\"color:#000000;\">-----------------<\/span><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2fefd25-e199-4d46-a1a6-fbc1f5afb112.jpg\" width=\"183\" \/><figcaption>Staff Product Manager Ashutosh Pandey<\/figcaption><\/figure><p style=\"text-align:center;\"><strong><span style=\"color:#8e44ad;\"><em>Meet Ashutosh, also known as Tosh, a Staff Product Manager at Freshworks focusing on Freshservice IT Operations Management (ITOM). Tosh leads the development of the new Status page and frequently contributes to Major Incident Management. He also works on enhancing AI-driven IT Operations (AI Ops) features. Before joining Freshworks, Ashutosh was a Product Manager for a leading Application Performance Monitoring tool, building AI Ops features. <\/em><\/span><\/strong><\/p><p style=\"text-align:center;\"><strong><span style=\"color:#8e44ad;\"><em>Beyond product management, Ashutosh volunteers his time organizing meditation programs and green initiatives for Heartfulness Institute. He is also a certified Heartfulness meditation trainer.<\/em><\/span><\/strong><\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5dc1c438-8849-40ff-88d3-84a913949669.jpg\" \/><\/figure><section class=\"callout callout-green\"><div><div><p><strong><span style=\"color:#000000;\">Some of the product specific areas where Tosh could help you out include:<\/span><\/strong><\/p><ul><li><strong><span style=\"color:#000000;\">Status Page<\/span><\/strong><\/li>\t<li><strong><span style=\"color:#000000;\">Major Incident Management<\/span><\/strong><\/li>\t<li><strong><span style=\"color:#000000;\">AIOps<\/span><\/strong><\/li><\/ul><\/div><\/div><\/section><p style=\"text-align:center;\">\u00a0<\/p><h3><strong><span style=\"color:#000000;\">Please drop in your questions <u>ahead of the session<\/u> so Tosh can take a look and address them in the live session. This opportunity is especially suitable for sharing your use case for Status Pages and getting Tosh to help you out!<\/span><\/strong><\/h3><p><br \/>\u00a0<\/p><section class=\"callout callout-red\"><div><div><h2><strong>Register for the session <a href=\"https:\/\/community.freshworks.com\/events\/itom-unlocked-status-page-simplified-333\">HERE<\/a><\/strong><\/h2><\/div><\/div><\/section>","url":"https:\/\/community.freshworks.com\/it-operations-management-11411\/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058","creationDate":"2024-06-10T13:39:12+0000","relativeCreationDate":"5 months ago"},"numberOfViews":420,"contentType":"article","featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7ac0c7c9-2507-402c-ab8a-dfca138c29e7_thumb.png","publicLabel":"Blog","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"21507"},{"firstPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":10801,"id":40776,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","title":"List Tasks in Reply to Service Request Ticket","lastPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":40776,"author":{"id":59262,"url":"\/members\/davegahan-59262","name":"DaveGahan","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,"badges":[],"isBanned":false},"content":"<p>Hi<\/p><p>On some Service Request tickets we add a number of Tasks.<\/p><p>Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including\u00a0details of task such as task number, assigned to etc.<\/p><p>Can this be done using a Canned Response or a Scenario Automation?<\/p><p>I would like to send the requester a summary of all tasks created rather than a message for each one.<\/p><p>Thanks<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/list-tasks-in-reply-to-service-request-ticket-40776","creationDate":"2024-11-25T17:02:30+0000","relativeCreationDate":"1 day ago"},"numberOfViews":27,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"0"}],"authors":[]}}"><section class="category-and-topic-stream qa-category-and-topic-stream-container homepage-widget-wrapper"><div class="sitewidth"><div class="col"><div class="box pagebox box--unbox"><div class="box__content"><div class="module widget--tabs tabs qa-widget-tabs"><nav class="sections__nav sections__nav--accordion-S"><div class="tabs--nav__container"><div class="tabs--nav"><ul class="tabs--navigation qa-tabs-menu"><li class="tabs__item tabs__item--M qa-tab"><a href="/search/activity/recent" class="qa-link-tab js-tab branded/_index-recent-topics is-active">Recent Feed</a></li><li class="tabs__item tabs__item--M qa-tab"><a href="/search/activity/unanswered" class="qa-link-tab js-tab branded/_index-unanswered-topics">Help Others</a></li></ul></div></div><div class="tabs--navigation"><div class="tabs qa-tabs"><div class="js-content js-content-1 qa-tab-isVisible js-content-1"><div class="box widget box__content qa-widget-recent-topics topic-list-view"><div class="list-widget-wrapper"><div class="qa-topic-block topic-view js-thread js-thread-id-40501 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Source field showing a a number in emails" aria-labelledby="40501-0" 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class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/shs-tim-hobson-57873">shs_tim.hobson</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40501-0" href="https://community.freshworks.com/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Source field showing a a number in emails</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501">We have “SOURCE” shown in our notification emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below. Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL? </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 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href="/analytics-11348" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Analytics</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="39136-2" href="https://community.freshworks.com/analytics-11348/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Issue with data classification in a report of incidents within SLA vs out of SLA</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/analytics-11348/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136"> While I was creating a repot about the incidents within SLA versus out of SLA, I found out that there is an unclassified data point which I don’t know where it is coming from. Could it be a bug? How to identify the source and eliminate it so that it doesn’t mess up my report? The data point in question is in light blue below The screenshot below shows the metric, time dimension and group by filter for better understanding </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/analytics-11348/issue-with-data-classification-in-a-report-of-incidents-within-sla-vs-out-of-sla-39136"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width 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text background colors inadequate?" aria-labelledby="28098-3" href="https://community.freshworks.com/portal-knowledge-base-11377/do-you-find-the-text-background-colors-inadequate-28098"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/laganis-41340" rel="noreferrer"><div class="default-avatar avatar-variant-0">L</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png" alt="Contributor" title="Contributor" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/laganis-41340">laganis</a></span><span class="user-title text--meta">Contributor</span></div><a href="/portal-knowledge-base-11377" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Portal/Knowledge Base</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="28098-3" href="https://community.freshworks.com/portal-knowledge-base-11377/do-you-find-the-text-background-colors-inadequate-28098" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Do you find the text background colors inadequate?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/portal-knowledge-base-11377/do-you-find-the-text-background-colors-inadequate-28098">Hello to everybody,since the last upgrade of FreshService and FreshDesk I’m wondering if there is anybody besides me who finds the predefined text background colors inadequate. I’m refering to the WYSIWYG editorThe palette of colors is too vivid and contrast. There are no light colors.These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.See the picture below to get an idea of what I mean?Does anybody know if there is a plan to enhance that or even switch it back to the previous version?Kind regards </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/portal-knowledge-base-11377/do-you-find-the-text-background-colors-inadequate-28098"><span 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href="/portals-emails-other-channels-11404" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Portals, Emails & Other Channels</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="35288-4" href="https://community.freshworks.com/portals-emails-other-channels-11404/ms-team-intergartion-35288" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">MS Team Intergartion</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/portals-emails-other-channels-11404/ms-team-intergartion-35288">have Freshdesk working in MS teams, but the tickets are only showing up in one team. How do I get the other teams to see the tickets as well. Freshdesk app has been added to the other teams.</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/portals-emails-other-channels-11404/ms-team-intergartion-35288"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 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href="/analytics-11348" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Analytics</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40505-5" href="https://community.freshworks.com/analytics-11348/analytics-not-correct-40505" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Analytics not correct</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/analytics-11348/analytics-not-correct-40505">I’m using the analytics and seeing some figures that don’t add up. On our dashboard we have 50 tickets showing as unresolved. That’s backed up by checking the tickets and finding there are 50 with unresolved status.The Helpdesk ticket volume however shows 58 unresolved tickets. I believe this has something to do with the ‘unresolved tickets by type’ showing 8 tickets with the type blank.I’ve checked that every unresolved ticket has a type set.How do I go about finding these 8 rogue tickets?</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/analytics-11348/analytics-not-correct-40505"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon 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class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/andersreve-51984" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f84dfc70-e69c-41a9-9409-ceb1d8e30935.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f84dfc70-e69c-41a9-9409-ceb1d8e30935.png" style="width: 100%;" title alt="andersreve" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/andersreve-51984">andersreve</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/analytics-reports-dashboards-11351" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Analytics, Reports & Dashboards</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40738-6" href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Creating a Rolling Ticket Volume Report in Freshdesk Analytics</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738">Hi Freshdesk Community,I’m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a line chart that shows:The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates. Does anyone know how I can achieve this?Any tips or guidance on how to set up this type of visual in Freshdesk’s analytics or reports would be greatly appreciated!Thanks in advance for your help!</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" 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tasks to ensure the most critical work gets done first?" aria-labelledby="40777-7" href="https://community.freshworks.com/project-and-workload-11412/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/blogsunny-59418" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/38921839-f26e-45ba-b6be-6c2bcf82c8d9.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/38921839-f26e-45ba-b6be-6c2bcf82c8d9.png" style="width: 100%;" title alt="blogsunny" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/blogsunny-59418">blogsunny</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/project-and-workload-11412" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Project and Workload</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40777-7" href="https://community.freshworks.com/project-and-workload-11412/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">How can I prioritize tasks to ensure the most critical work gets done first?</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/project-and-workload-11412/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777">To prioritize tasks effectively and ensure the most critical work gets done first, follow these steps: Identify Your Goals: Understand your overall objectives. What are you trying to achieve in the long term? Align your tasks with these goals to ensure you're focusing on what truly matters. List All Tasks: Write down everything you need to do, no matter how big or small. This will give you a clear view of your workload. Assess Importance and Urgency: Use the Eisenhower Matrix to categorize tasks into four quadrants: Urgent and Important: Do these tasks first. Important but Not Urgent: Schedule these tasks for later, but don’t neglect them. Urgent but Not Important: Delegate these tasks if possible. Neither Urgent nor Important: Consider eliminating or postponing these tasks. Consider Deadlines and Consequences: Tasks with approaching deadlines or serious consequences for delay should be prioritized higher. Break Down Large Tasks: If a task is large or complex, break it into </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/project-and-workload-11412/how-can-i-prioritize-tasks-to-ensure-the-most-critical-work-gets-done-first-40777"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 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href="/members/anusha-31549">Anusha</a></span><span class="user-title text--meta">Community Manager</span></div><a href="/it-operations-management-11411" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">IT Operations Management</span></a></div></div><div class="topic-view_info"><div role="img" aria-label class="lazy thread-list-block__featured-image-link" data-src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/width/480/7ac0c7c9-2507-402c-ab8a-dfca138c29e7_thumb.png" style="background-image: https://uploads-us-west-2.insided.com/freshworks-en/attachment/width/480/7ac0c7c9-2507-402c-ab8a-dfca138c29e7_thumb.png"></div><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="37058-8" href="https://community.freshworks.com/it-operations-management-11411/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Meet Subject Matter Expert Ashutosh Pandey >>> ITOM Unlocked</a><span class="thread__content-type-pill pill pill--uppercase pill--article qa-content-type-pill">Blog</span></div><div class="thread-list-block__article-wrapper"><div class="thread-list-block__article-excerpt"><p class="thread-list-block__content thread-list-block__content--article qa-topic-content"><a href="https://community.freshworks.com/it-operations-management-11411/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058">Hello everyone!ITOM Unlocked is back with another live session. This time around, I have the pleasure of introducing our ITOM Subject Matter Expert (SME) Ashutosh Pandey (@a5huto5h), better known as Tosh, on Tuesday, June 18, 2024. This live Q&amp;A session is meant to be an interactive how-to session, where our community members will watch a live demo on Freshservice’s in-built Status Page module and interact directly with @a5huto5h to clarify their doubts. This format will be ideal for community members who want to learn how to set up their Status Page, have specific requirements for security, and even smart customizations that we are shipping in the June ERM. So drop your questions in the comments below for @a5huto5h to take them up! But hold on – First let me share a bit more about @a5huto5h below!-----------------Staff Product Manager Ashutosh PandeyMeet Ashutosh, also known as Tosh, a Staff Product Manager at Freshworks focusing on Freshservice IT Operations Management (ITOM). T</a></p></div></div></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/it-operations-management-11411/meet-subject-matter-expert-ashutosh-pandey-itom-unlocked-37058"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 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class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/davegahan-59262" rel="noreferrer"><div class="default-avatar avatar-variant-2">D</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/davegahan-59262">DaveGahan</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40776-9" href="https://community.freshworks.com/ticket-workflow-management-11379/list-tasks-in-reply-to-service-request-ticket-40776" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">List Tasks in Reply to Service Request Ticket</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/list-tasks-in-reply-to-service-request-ticket-40776">HiOn some Service Request tickets we add a number of Tasks.Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including details of task such as task number, assigned to etc.Can this be done using a Canned Response or a Scenario Automation?I would like to send the requester a summary of all tasks created rather than a message for each one.Thanks</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" 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class="qa-topic-block topic-view js-thread js-thread-id-40501 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Source field showing a a number in emails" aria-labelledby="40501-0" href="https://community.freshworks.com/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/shs-tim-hobson-57873" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.png" style="width: 100%;" title alt="shs_tim.hobson" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/shs-tim-hobson-57873">shs_tim.hobson</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40501-0" href="https://community.freshworks.com/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Source field showing a a number in emails</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501">We have “SOURCE” shown in our notification emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below. Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL? </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">61</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501?postid=100092#post100092"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon 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class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/laganis-41340" rel="noreferrer"><div class="default-avatar avatar-variant-0">L</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png" alt="Contributor" title="Contributor" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/laganis-41340">laganis</a></span><span class="user-title text--meta">Contributor</span></div><a href="/portal-knowledge-base-11377" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Portal/Knowledge Base</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="28098-1" href="https://community.freshworks.com/portal-knowledge-base-11377/do-you-find-the-text-background-colors-inadequate-28098" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Do you find the text background colors inadequate?</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/portal-knowledge-base-11377/do-you-find-the-text-background-colors-inadequate-28098">Hello to everybody,since the last upgrade of FreshService and FreshDesk I’m wondering if there is anybody besides me who finds the predefined text background colors inadequate. I’m refering to the WYSIWYG editorThe palette of colors is too vivid and contrast. There are no light colors.These colors might be good for the text color but are quite restrictive for the text backround. Now the users are forced to change the text color to white if they want to apply a background color and make the text readable.See the picture below to get an idea of what I mean?Does anybody know if there is a plan to enhance that or even switch it back to the previous version?Kind regards </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/portal-knowledge-base-11377/do-you-find-the-text-background-colors-inadequate-28098"><span 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class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/andersreve-51984" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f84dfc70-e69c-41a9-9409-ceb1d8e30935.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f84dfc70-e69c-41a9-9409-ceb1d8e30935.png" style="width: 100%;" title alt="andersreve" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/andersreve-51984">andersreve</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/analytics-reports-dashboards-11351" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Analytics, Reports & Dashboards</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40738-2" href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Creating a Rolling Ticket Volume Report in Freshdesk Analytics</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738">Hi Freshdesk Community,I’m looking for some help creating a report that provides insights into the aggregated ticket volume over the last time period. Specifically, I want to create a line chart that shows:The data aggregated number of created tickets for the past 30 days, rolling backward from that given date in the time period selected.It would mean I can select as an example Tickets created last 30 days, and then select By week and Last Quarter, and I would get a line chart where the data point is the start of every week over the last Quarter, and the aggregated number of created tickets over the last 30 days from everyone of these dates. Does anyone know how I can achieve this?Any tips or guidance on how to set up this type of visual in Freshdesk’s analytics or reports would be greatly appreciated!Thanks in advance for your help!</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" 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href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738?postid=100053#post100053"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/andersreve-51984" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f84dfc70-e69c-41a9-9409-ceb1d8e30935.png" class="lazy" 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Service Request Ticket" aria-labelledby="40776-3" href="https://community.freshworks.com/ticket-workflow-management-11379/list-tasks-in-reply-to-service-request-ticket-40776"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/davegahan-59262" rel="noreferrer"><div class="default-avatar avatar-variant-2">D</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/davegahan-59262">DaveGahan</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40776-3" href="https://community.freshworks.com/ticket-workflow-management-11379/list-tasks-in-reply-to-service-request-ticket-40776" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">List Tasks in Reply to Service Request Ticket</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticket-workflow-management-11379/list-tasks-in-reply-to-service-request-ticket-40776">HiOn some Service Request tickets we add a number of Tasks.Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including details of task such as task number, assigned to etc.Can this be done using a Canned Response or a Scenario Automation?I would like to send the requester a summary of all tasks created rather than a message for each one.Thanks</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">1</span></span></button></div><span 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href="https://community.freshworks.com/portal-knowledge-base-11377/display-known-problems-40775"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/dobsonl-44424" rel="noreferrer"><div class="default-avatar avatar-variant-4">D</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/dobsonl-44424">dobsonl</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/portal-knowledge-base-11377" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Portal/Knowledge Base</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40775-4" href="https://community.freshworks.com/portal-knowledge-base-11377/display-known-problems-40775" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Display known problems</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/portal-knowledge-base-11377/display-known-problems-40775">Does anyone know of a way to allow our users to see any known problems that are open within our system as a read only view within the portal. Thinking sort of embedding a page that has just the basic information such as subject &amp; Symptoms</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/portal-knowledge-base-11377/display-known-problems-40775"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">21</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/portal-knowledge-base-11377/display-known-problems-40775?postid=100044#post100044"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width 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href="https://community.freshworks.com/portal-knowledge-base-11377/display-known-problems-40775?postid=100044#post100044"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div><div class="qa-topic-block topic-view js-thread js-thread-id-40768 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Need help on report" aria-labelledby="40768-5" href="https://community.freshworks.com/analytics-11348/need-help-on-report-40768"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/satoko-b-50204" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f57f40e7-722e-4afc-a5cc-9fa8d2e4703f.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f57f40e7-722e-4afc-a5cc-9fa8d2e4703f.png" style="width: 100%;" title alt="Satoko B" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/satoko-b-50204">Satoko B</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/analytics-11348" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Analytics</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40768-5" href="https://community.freshworks.com/analytics-11348/need-help-on-report-40768" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Need help on report</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/analytics-11348/need-help-on-report-40768">Hi All, I would like to get a data for the tickets, that had not been response or no action taken since last response from agents. e.g. Created on last week(Or month), and no response is sent from agents over x days. How Can I get such number? </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/analytics-11348/need-help-on-report-40768"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">3</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/analytics-11348/need-help-on-report-40768"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">0</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/satoko-b-50204" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f57f40e7-722e-4afc-a5cc-9fa8d2e4703f.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f57f40e7-722e-4afc-a5cc-9fa8d2e4703f.png" style="width: 100%;" title alt="Satoko B" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="https://community.freshworks.com/analytics-11348/need-help-on-report-40768"><span class="thread-meta-item__text">2 days ago</span></a></span></div></div></div></div><div class="qa-topic-block topic-view js-thread js-thread-id-39816 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Create Ticket Problem - Portal" aria-labelledby="39816-6" href="https://community.freshworks.com/portals-emails-other-channels-11404/create-ticket-problem-portal-39816"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/andrers-57825" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f093507d-4207-4b51-b03f-4b23ba29450b.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f093507d-4207-4b51-b03f-4b23ba29450b.png" style="width: 100%;" title alt="andrers" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png" alt="Community Debut" title="Community Debut" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/andrers-57825">andrers</a></span><span class="user-title text--meta">Community Debut</span></div><a href="/portals-emails-other-channels-11404" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Portals, Emails & Other Channels</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="39816-6" href="https://community.freshworks.com/portals-emails-other-channels-11404/create-ticket-problem-portal-39816" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Create Ticket Problem - Portal</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/portals-emails-other-channels-11404/create-ticket-problem-portal-39816">When trying to create a ticket through the portal form, I am receiving the following message:'We are sorry. You have been restricted from accessing this helpdesk page’ Could someone help me solve this problem? Thanks for your time and support. André</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/portals-emails-other-channels-11404/create-ticket-problem-portal-39816"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 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data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Apps and Marketplace Integrations</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="37541-7" href="https://community.freshworks.com/apps-and-marketplace-integrations-11358/include-requester-details-in-custom-ticket-views-api-37541" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Include Requester Details in Custom Ticket Views API</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/apps-and-marketplace-integrations-11358/include-requester-details-in-custom-ticket-views-api-37541">Please include the requester details in below endpoint:: /api/v2/search/tickets?query=[query]</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/apps-and-marketplace-integrations-11358/include-requester-details-in-custom-ticket-views-api-37541"><span class="topic__views-count"><svg width="20" 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Manager: Incident Form - Add Call back number field for after-hour/weekend based on days of week and time" aria-labelledby="40620-8" href="https://community.freshworks.com/how-do-i-11344/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/joshvengley-55273" rel="noreferrer"><div class="default-avatar avatar-variant-3">J</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png" alt="Contributor" title="Contributor" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/joshvengley-55273">joshvengley</a></span><span class="user-title text--meta">Contributor</span></div><a href="/how-do-i-11344" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">How do I....?</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40620-8" href="https://community.freshworks.com/how-do-i-11344/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Field Manager: Incident Form - Add Call back number field for after-hour/weekend based on days of week and time</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/how-do-i-11344/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620">Is there a way to add a field that is hidden during business hours and only available outside of business hours and weekends? We currently have a ‘Call Back number field’ that gets auto-populated if left blank on the incident form. For our employees who work events or are part-time/seasonal, their auto populated call back number is a desk phone or a main department phone that is not monitored. We would like a field that prompts them for a Direct; After-hours call back number to more efficiently assist them when ticket is submitted. Has anyone had any luck with creating such a field, or is that an ‘enhancement’ we would need to request to Fresh to see if they can implement at some point?Thank you for your time.Josh</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="https://community.freshworks.com/how-do-i-11344/field-manager-incident-form-add-call-back-number-field-for-after-hour-weekend-based-on-days-of-week-and-time-40620"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 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js-thread-id-40745 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to 400 note limit (private & public) interactions" aria-labelledby="40745-9" href="https://community.freshworks.com/ticketing-agent-productivity-11362/400-note-limit-private-public-interactions-40745"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/martinj-uk-35426" rel="noreferrer"><div class="default-avatar avatar-variant-6">M</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/martinj-uk-35426">martinj_uk</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticketing-agent-productivity-11362" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span></span> <span class="topic-view_header-item_category-link">Ticketing & Agent Productivity</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a id="40745-9" href="https://community.freshworks.com/ticketing-agent-productivity-11362/400-note-limit-private-public-interactions-40745" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">400 note limit (private & public) interactions</a><div class="tooltip tooltip--day tooltip--thread-type" title><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/ticketing-agent-productivity-11362/400-note-limit-private-public-interactions-40745">Has anyone else hit the 400 maximum number of public/private notes on a ticket?I have seen the odd long running issue hit 1000 once, but this week an agent hit an issue trying to add a note and FD support have advised that it’s been capped and the workaround is create a new ticket.Nothing in the last few release notes that I can find</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width 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10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">8</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/ticketing-agent-productivity-11362/400-note-limit-private-public-interactions-40745?postid=100012#post100012"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item 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<a class="js-open-modal qa-register-have-account-link" data-modal="login">Login.</a></div> </p> <div id="modal_login" > <h4>Social Login </h4> <a class="btn--cta btn--sso qa-sso-saml_v2" href="https://community.freshworks.com/ssoproxy/login?ssoType=saml" title="My environment"> Login for Freshworks Employees </a> <a class="btn btn--icon btn--sso btn--linkedin" href="https://community.freshworks.com/sso/login?ssoType=linkedin" title="LinkedIn"> Login with LinkedIn </a> <div data-preact="social-buttons/google" data-props="{"href":"https:\/\/community.freshworks.com\/ssoproxy\/login?ssoType=google","phrase":"Login with Google"}"></div> <div class="seperator--text"><span>or sign up below</span></div> </div> <form name="register" method="post" action="/member/register" class="form js-ajax-form--registration" novalidate="novalidate"> <div class="js-notification "> </div> <div class="form__row"> <div class="first"> <label data-required="1" class="label required" for="register_user_username"> Username * </label> </div> <div class="second"> <input type="text" id="register_user_username" name="register[user][username]" required="required" /> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" class="label required" for="register_user_email"> Business Email * </label> </div> <div class="second"> <input type="email" id="register_user_email" name="register[user][email]" required="required" /> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" data-private="1" data-private-label="Private" data-private-description="Only you and moderators can see this information" class="label" for="register_customfield_8"> Name <div data-view="Tooltip" class="tooltip tooltip--day text--normal"> <span class="text--meta tooltip-trigger js-tooltip-trigger">(Private)</span> <div class="tooltip__content tooltip__content--profile js-tooltip-content"> Only you and moderators can see this information </div> </div> * </label> </div> <div class="second"> <input type="text" id="register_customfield_8" name="register[customfield][8]" data-minChar="3" data-maxChar="1000" placeholder="Type in your full name" data-labels="{"single":"{n} character left","plural":"{n} characters left"}" /> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" data-private="1" data-private-label="Private" data-private-description="Only you and moderators can see this information" class="label" for="register_customfield_5"> Company <div data-view="Tooltip" class="tooltip tooltip--day text--normal"> <span class="text--meta tooltip-trigger js-tooltip-trigger">(Private)</span> <div class="tooltip__content tooltip__content--profile js-tooltip-content"> Only you and moderators can see this information </div> </div> * </label> </div> <div class="second"> <input type="text" id="register_customfield_5" name="register[customfield][5]" data-minChar="3" data-maxChar="1000" placeholder="Add your current organization" data-labels="{"single":"{n} character left","plural":"{n} characters left"}" /> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" data-private="1" data-private-label="Private" data-private-description="Only you and moderators can see this information" class="label" for="register_customfield_10"> Relationship with Freshworks <div data-view="Tooltip" class="tooltip tooltip--day text--normal"> <span class="text--meta tooltip-trigger js-tooltip-trigger">(Private)</span> <div class="tooltip__content tooltip__content--profile js-tooltip-content"> Only you and moderators can see this information </div> </div> * </label> </div> <div class="second"> <select id="register_customfield_10" name="register[customfield][10]" class="userProfileFieldSelect"><option value="">--</option><option value="customer">Existing Customer</option><option value="new_to_freshworks">New to Freshworks</option><option value="partner">Freshworks Partner</option><option value="freshworks_employee">Freshworks Employee</option></select> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" class="label" for="register_customfield_4"> Country * </label> </div> <div class="second"> <input type="text" id="register_customfield_4" name="register[customfield][4]" data-minChar="" data-maxChar="1000" placeholder="Add to meet your fellow community members!" data-labels="{"single":"{n} character left","plural":"{n} characters left"}" /> </div> </div> <div class="form__row"> <div class="first"> <label data-required="" class="label"> Which Freshworks products are you using? </label> </div> <div class="second"> <div id="register_customfield_23"><input type="checkbox" id="register_customfield_23_0" name="register[customfield][23][]" value="freshservice" /> <label for="register_customfield_23_0"> Freshservice </label><input type="checkbox" id="register_customfield_23_1" name="register[customfield][23][]" value="freshdesk" /> <label for="register_customfield_23_1"> Freshdesk </label><input type="checkbox" id="register_customfield_23_2" name="register[customfield][23][]" value="freshcaller" /> <label for="register_customfield_23_2"> Freshcaller </label><input type="checkbox" id="register_customfield_23_3" name="register[customfield][23][]" value="freshchat" /> <label for="register_customfield_23_3"> Freshchat </label><input type="checkbox" id="register_customfield_23_4" name="register[customfield][23][]" value="customer_service_suite" /> <label for="register_customfield_23_4"> Customer Service Suite </label><input type="checkbox" id="register_customfield_23_5" name="register[customfield][23][]" value="freshsales" /> <label for="register_customfield_23_5"> Freshsales </label><input type="checkbox" id="register_customfield_23_6" name="register[customfield][23][]" value="freshmarketer" /> <label for="register_customfield_23_6"> Freshmarketer </label><input type="checkbox" id="register_customfield_23_7" name="register[customfield][23][]" value="unified_crm" /> <label for="register_customfield_23_7"> Unified CRM </label></div> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" class="label required" for="register_user_password"> Password * </label> </div> <div class="second"> <input type="password" id="register_user_password" name="register[user][password]" required="required" /> </div> </div> <div class="form__row"> <div class="first choices--stacked fancyselect"> <input type="checkbox" id="register_terms" name="register[terms]" required="required" value="1" /> <label for="register_terms" class="required"> By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its <a href="https://www.freshworks.com/privacy/">Privacy Notice</a> (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time. </label> </div> </div> <div class="email_repeat"> <div class="form__row"> <div class="first"> <label class="label" for="register_email_repeat"> loginBox.register.email_repeat </label> </div> <div class="second"> <input type="text" id="register_email_repeat" name="register[email_repeat]" /> </div> </div> </div> <button type="submit" id="register_submit" name="register[submit]" class="btn btn--cta btn--full-width"> Register </button> <input type="hidden" id="register_is_invite" name="register[is_invite]" /> <input type="hidden" id="register__token" name="register[_token]" value="M1ti4-bQoucCmLE2nsii46P9MqyvaALecqU-fScATrM" /> </form> <script type="application/javascript"> if (document.querySelector('.email_repeat')) { document.querySelector('.email_repeat').style.display = 'none' } //invite tricks if(document.querySelector('#register_is_invite') && document.querySelector('#register_is_invite').value) { let name = document.querySelector('#register_user_username'); if (name.value === '--removed--') { name.value = '' } let email = document.querySelector('#register_user_email') email.readOnly = 1 email.classList.add('register_user_email--disabled') } </script> </div> <div class="qa-login-modal" data-helper="modal" data-data='{"modal_id": "login", "mainClass": "modal--login"}' id="modal_login" > <label for=""> </label> <h2>Sign in to the Community</h2> <p><div class="modal-login-header" style="">No account yet? <a class="js-open-modal" data-modal="register">Create an account.</a></div> </p> <h4>Social Login </h4> <a class="btn--cta btn--sso qa-sso-saml_v2" href="https://community.freshworks.com/ssoproxy/login?ssoType=saml" title="My environment"> Login for Freshworks Employees </a> <a class="btn btn--icon btn--sso btn--linkedin" href="https://community.freshworks.com/sso/login?ssoType=linkedin" title="LinkedIn"> Login with LinkedIn </a> <div data-preact="social-buttons/google" data-props="{"href":"https:\/\/community.freshworks.com\/ssoproxy\/login?ssoType=google","phrase":"Login with Google"}"></div> <div class="seperator--text"><span>or sign up below</span></div> <form name="login" method="post" action="/member/login" class="form js-ajax-form--login"> <div class="js-notification"> </div> <div class="form__row"> <div class="first"> <label class="label required" for="login_usernameOrEmail"> Username or Email </label> </div> <div class="second"> <input type="text" id="login_usernameOrEmail" name="login[usernameOrEmail]" required="required" /> </div> </div> <div class="form__row"> <div class="first"> <label class="label required" for="login_password"> Password </label> </div> <div class="second"> <input type="password" id="login_password" name="login[password]" required="required" /> </div> </div> <div class="form__row"> <div class="first choices--stacked fancyselect"> <input type="checkbox" id="login_remember" name="login[remember]" value="1" /> <label for="login_remember"> Remember me </label> </div> </div> <button type="submit" id="login_submit" name="login[submit]" class="btn btn--cta btn--full-width"> Log in </button> <div class="box__pad box--note box--blend"> <a href="#" class="js-open-modal" data-modal="forgot" tabindex="-1">Forgot password?</a> </div> <input type="hidden" id="login__token" name="login[_token]" value="W-wu9GFi5JREORuZyT5Go2-kn31TS_Q0HLcuDyDJnaI" /> </form> </div> <div class="qa-forgot-modal" data-helper="modal" data-data='{"modal_id": "forgot", "mainClass": "modal--forgot"}' id="modal_forgot" > <p>Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.</p> <form name="forgotPassword" method="post" action="/member/forgotPassword" class="form js-ajax-form--forgot" id="form--forgot__1427134897"> <div class="js-notification"> </div> <div class="form__row"> <div class="first"> <label class="label required" for="forgotPassword_username"> Enter your e-mail address </label> </div> <div class="second"> <input type="text" id="forgotPassword_username" name="forgotPassword[username]" required="required" /> </div> </div> <div class="form-row first"> <button type="submit" id="forgotPassword_submit" name="forgotPassword[submit]" class="btn btn--cta qa-submit-button"> Send </button> <a href="#" class="group__item end js-open-modal qa-forgot-password-overview-link" data-modal="login">Back to overview</a> </div> <input type="hidden" id="forgotPassword__token" name="forgotPassword[_token]" value="jaE7ZZ2bNYrTQUkAIiiok-Z89k4BA0nvyCvvBaXvM-0" /> </form> </div> <div class="attachments--modal" data-helper="modal" data-data='{"modal_id": "attachments-pending-modal"}'> <h2>Scanning file for viruses.</h2> <p>Sorry, we're still checking this file's contents to make sure it's safe to download. 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Register to participate in user interviews, usability tests, and other user research studies to help us transform our products and create delightful experiences.</p> <a style='margin-top: 56px; padding-right: 24px; padding-left: 24px' class='btn--cta' href='https://www.surveymonkey.com/r/L9MZKCB' target='_blank'>REGISTER NOW</a> </div> <div class='image-wrapper' style='flex-basis: 30%'><img style='max-width: 100%' src='https://uploads-us-west-2.insided.com/freshworks-en/attachment/e6b9a1d3-fcff-44ee-ab97-7b692d8ae3d9.png' /></div> </div> </div> <style> .category-widget { display: none; background: #EDF2FB; border: 1px solid #D5D6DA; border-radius: 4px; margin: 0 10px; } .category-10000 .category-widget, .category-10006 .category-widget, .category-10005 .category-widget { display: block; } .category-widget .title { font-size: 32px; line-height: 40px; max-width: 560px; font-family: 'Sailec-Medium'; } .custom-html-widget-with-image { display: flex; flex-direction: row; align-items: center; 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} } </style> <script> /* Sidebar widgets for product updates and ideas */ var urlMap = { 11246: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Support%20Desk', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Support%20Desk' }, 11247: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshservice', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshservice' }, 11250: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshsales', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshsales' }, 11252: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Messaging', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Messaging' }, 11253: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Contact%20Center', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Contact%20Center' }, 10012: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshping', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshping' }, 11249: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshmarketer', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshmarketer' }, 11248: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshteam', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshteam' }, 11254: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Customer%20Success', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Customer%20Success' } } if (window.inSidedData.page.name === 'Category' && window.inSidedData.content.category.id && urlMap[window.inSidedData.content.category.id]) { var ideaUrl = urlMap[window.inSidedData.content.category.id].ideaUrl var productUpdateUrl = urlMap[window.inSidedData.content.category.id].productUpdateUrl var parentNode = document.querySelector('.module.Sidebarmodule') var firstChild = parentNode.firstChild var ideaTemplate = `<div style='margin-top: 40px' class='box__content box__pad custom-link-sidebar-widget'> <h5>Product Ideas</h5> <p>Browse and vote on the latest ideas related to this product!</p> <a class='btn--cta' href=${ideaUrl}>HELP US BUILD</a> </div>` var productUpdateTemplate = `<div class='box__content box__pad custom-link-sidebar-widget'> <h5>Product Updates</h5> <p>Review the latest updates and release notes about this product!</p> <a class='btn--cta' href=${productUpdateUrl}>EXPLORE PRODUCT UPDATES</a> </div>` var newProductUpdateWidget = document.createElement("div") newProductUpdateWidget.className = 'box widget widget--html qa-widget-html' newProductUpdateWidget.innerHTML = productUpdateTemplate parentNode.insertBefore(newProductUpdateWidget, firstChild) firstChild = parentNode.firstChild var newIdeaWidget = document.createElement("div") newIdeaWidget.className = 'box widget widget--html qa-widget-html' newIdeaWidget.innerHTML = ideaTemplate parentNode.insertBefore(newIdeaWidget, firstChild) } </script> <style> #modal_login > h4 { padding-top: 10px; } .modal-login-header { font-family: "National-Book", Arial, "Helvetica Neue"; font-weight: 500; font-size: 16px; background-color: #F2F8FF; padding: 8px 16px 8px 16px; } .forgot-password-trigger { float: right; } .btn--linkedin, .qa-sso-google > div { text-transform: uppercase !important; font-family: var(--config--main-button-base-font-family); font-size: 14px !important; } .register-terms-checkbox { padding-top: 12px; } /* Normal view */ @media only screen and (min-width: 768px) { .qa-login-modal > .btn--linkedin, #modal_login > .btn--linkedin, .box__content > .btn--linkedin { float: left !important; } .btn--sso { width: 49% !important; margin-right: 5px !important; } .mfp-content { /*width: 640px !important; */ padding-top: 56px !important; padding-left: 56px !important; padding-right: 56px !important; padding-bottom: 40px !important; } /* qa-login-modal */ #modal_login > h2, #modal_register > h2 { margin-bottom: 24px !important; } .seperator--text { margin-top: 24px !important; } .first.choices--stacked > #login_remember{ display:none; } #modal_login > h4 { font-size: 14px; padding-top: 20px !important; } .js-ajax-form--login > .form__row > .first, .js-ajax-form--registration > .form__row > .first{ padding:0px !important; margin-bottom: 4px; } .js-ajax-form--login > .form__row > .second, .js-ajax-form--registration > .form__row > .second{ padding-bottom:5px !important; } .js-ajax-form--login > .box--blend { display: none !important; } .js-ajax-form--login > #login_submit{ margin-bottom: 24px; } } /* Mobile view */ @media only screen and (max-width: 520px) { .modal-login-header{ /* text-align: center; */ } .mfp-container.mfp-s-ready.mfp-inline-holder { padding: 0px !important; } .mfp-container > .mfp-content { margin-bottom: 100px; border-radius: unset !important; padding-left: 16px !important; padding-right: 16px !important; padding-top: 24px !important; padding-bottom: 24px !important; } .qa-register-modal > h2, .qa-login-modal > h2 { font-size: 21px; font-weight: 800; } } </style> <script> /* * Modal changes */ // Remove native SAML button and add inject at the bottom instead $('a.qa-sso-saml_v2').remove(); $('form.js-ajax-form--login').after('<a href="/ssoproxy/login?ssoType=saml"><button type="submit" class="btn--full-width" style="cursor: pointer; text-transform: uppercase; border:none; background-color: transparent; color: #3973e6ff;">Login for Freshworks Employees</button></a>'); // Remove remember me checkbox $('label[for="login_remember"]').remove(); // Phrase overrides $('.qa-login-modal > .seperator--text').html('<span>or use your username</span>'); $('.qa-register-modal > #modal_login > h4').html('Social Sign Up'); $('.qa-register-modal > #modal_login > .btn--linkedin').text('Sign up with Linkedin'); $('.qa-register-modal > #modal_login > div:nth-child(3) > a > div:nth-child(2)').text('Sign up with Google'); $('#register_submit').text('SIGN UP'); // Add new unique identifiers for CSS purposes $('a[data-modal="forgot"]').addClass('forgot-password-trigger'); $('#modal_login > form > div:nth-child(3) > div.first > label').addClass('forgot-password-label'); $('label[for="register_terms"]').addClass('register-terms-checkbox'); // Move the forgotten password link var forgot = $('a[data-modal="forgot"]'); $('.forgot-password-label').before(forgot); // Set custom placeholders $('#register_user_username').attr('placeholder', 'This is the name people will know you by in the community'); $('#register_user_email').attr('placeholder', 'Add in your work email address'); $('#register_user_password').attr('placeholder', 'Create password'); </script> <script> /* Promotional Widgets for pages*/ if (inSidedData.content.category.id == 11246 || inSidedData.content.category.id == 11239) { //checks category ids to show/not show // Make the widget visible $('#happy-hour-colin').removeClass().removeAttr('style'); //include style="display:none;" on HTML widget to initiate dyanmic content } else if (inSidedData.content.category.id == 11240 || inSidedData.content.category.id == 11197 || inSidedData.content.category.id == 11248 || inSidedData.content.category.id == 11247) { //EE page ID // Make the widget visible $('#freshdesk-customer-spotlight').removeClass().removeAttr('style'); } else if (inSidedData.content.category.id == 11241 || inSidedData.content.category.id == 11260 || inSidedData.content.category.id == 11250) { //CRM page ID // Make the widget visible $('#freshdesk-customer-spotlight').removeClass().removeAttr('style'); } </script>  <script> // Remove default footer //$('.Template-footer').remove(); </script> <style> .logo-insided { display:none !important; } </style> <style> .login-prompt-wrapper { background: rgba(38, 38, 39, 0.8); height: 100%; left: 0; position: fixed; text-align: center; top: 0; width: 100%; z-index: 9999; } .login-prompt-wrapper .login-prompt-content { background: #ebeff2; height: 69%; left: 50%; /*padding: 72px 32px;*/ position: absolute; top: 50%; transform: translate(-50%, -50%); width: 328px; overflow-y: auto; max-height: 669px; } @media (min-width: 768px) { .login-prompt-wrapper .login-prompt-content { padding: 50px 72px 40px 72px; width: 610px; } } @media (max-width: 768px) { .login-prompt-image-footer { /*display: none;*/ } } .login-prompt-wrapper .login-prompt-image { height: auto; margin-top: 15%; width: 80%; } .login-prompt-wrapper .login-prompt-image-footer { /*height: 55.4px; margin-bottom: 40px; margin-left: -72px !important; margin-bottom: -86px !important;*/ width: 100%; position: absolute; left: 0; bottom: 0; } .login-prompt-image-footer{ padding-top: 1%; } .login-prompt-wrapper .login-prompt-title { color: #262627; font-size: 24px; font-weight: normal; line-height: 32px; margin-bottom: 40px; } .login-prompt-wrapper .cta-access-account { margin-bottom: 32px; width: 90%; padding: 20px; font-size: 22px; text-transform: none; border-radius: 8px; } .login-prompt-wrapper .login-prompt-close-button { background: transparent; border: none; cursor: pointer; position: absolute; right: 14px; top: 14px; } .login-prompt-wrapper .login-prompt-signup { font-size: 21px; font-weight: normal; line-height: 24px; letter-spacing: -1px; } .login-prompt-signup .btn_login { font-size: 21px; } #login-prompt-content:focus-visible { outline: transparent; } .login-prompt-image, .login-prompt-title, .login-prompt-signup, .freshworks-signup { position: relative; z-index: 1; } #btn-close-login { z-index: 1; } </style> <script> const sessionStorage = window.sessionStorage; const CLOSED_ONCE_KEY = "community-closed-login"; let firstFocusableElement, lastFocusableElement; const closeSVG = ` <svg width="14" height="14" viewBox="0 0 14 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1 1L13 13" stroke="#898989" stroke-width="2"/> <path d="M13 1L1 13" stroke="#898989" stroke-width="2"/> </svg> `; function setCookie(cname, cvalue, exdays) { const d = new Date(); d.setTime(d.getTime() + exdays * 24 * 60 * 60 * 1000); let expires = "expires=" + d.toUTCString(); document.cookie = cname + "=" + cvalue + ";" + expires + ";path=/"; } function getCookie(cname) { let name = cname + "="; let decodedCookie = decodeURIComponent(document.cookie); let ca = decodedCookie.split(";"); for (let i = 0; i < ca.length; i++) { let c = ca[i]; while (c.charAt(0) == " ") { c = c.substring(1); } if (c.indexOf(name) == 0) { return c.substring(name.length, c.length); } } return ""; } function createPromptLogin() { const loginPrompt = document.createElement("div"); loginPrompt.className = "login-prompt-wrapper"; loginPrompt.setAttribute("role", "dialog"); const loginPromptContent = document.createElement("div"); loginPromptContent.className = "login-prompt-content"; loginPromptContent.setAttribute("id", "login-prompt-content"); loginPromptContent.setAttribute("tabindex", "0"); const image = document.createElement("img"); image.src = "https://uploads-us-west-2.insided.com/freshworks-en/attachment/7572f011-06cb-4d87-bb2c-ffa83c8462b4.png"; image.className = "login-prompt-image"; const image2 = document.createElement("img"); image2.src = "https://uploads-us-west-2.insided.com/freshworks-en/attachment/98560360-593b-4b45-ad54-f2c5dc1ff970.png"; image2.className = "login-prompt-image-footer"; const title = document.createElement("p"); title.className = "login-prompt-title"; title.innerHTML = '<br><br><p style="font-size: 29px; letter-spacing:-1px; width:95%; margin-left:15px; margin: auto;">Penny for your thoughts? <br>The Community would love to hear from you.</p>'; const cta = document.createElement("a"); cta.className = "btn btn--cta cta-access-account freshworks-signup"; cta.href = "#"; cta.innerHTML = "SIGN UP FOR FREE"; cta.setAttribute("tabindex", "0"); const closeBtn = document.createElement("button"); closeBtn.className = "login-prompt-close-button"; closeBtn.innerHTML = closeSVG; closeBtn.setAttribute("id", "btn-close-login"); closeBtn.setAttribute("tabindex", "0"); closeBtn.addEventListener("click", function () { window.removeEventListener("keydown", checkTab); sessionStorage.setItem(CLOSED_ONCE_KEY, true); loginPrompt.parentNode.removeChild(loginPrompt); }); const signUp = document.createElement("div"); signUp.className = "login-prompt-signup"; signUp.innerHTML = `Already have an account? <a href="/member/login" class="btn_login js-open-modal freshworks-login" data-modal="login"><u>Log in.</u></a>`; loginPromptContent.appendChild(image); loginPromptContent.appendChild(title); loginPromptContent.appendChild(cta); loginPromptContent.appendChild(signUp); loginPromptContent.appendChild(closeBtn); loginPromptContent.appendChild(image2); loginPrompt.appendChild(loginPromptContent); return loginPrompt; } function createAndShowPromptLogin() { // Modal will only be shown if the cookie is not set, user gets 3 day period of not seeing if already shown var days = 3; if (getCookie("modal-open") != 1) { const containerElement = document.querySelector("main.body-wrapper"); const promptLogin = createPromptLogin(); containerElement.appendChild(promptLogin); document.getElementById("login-prompt-content").focus(); setCookie("modal-open", "1", days); } } function initTabControl() { firstFocusableElement = document.getElementById("login-prompt-content"); lastFocusableElement = document.getElementById("btn-close-login"); window.addEventListener("keydown", checkTab); } function checkTab(e) { let isTabPressed = e.key === "Tab" || e.keyCode === 9; 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I also love watching movies and I have a sweet spot for baking.", profile_link: "https://community.freshworks.com/members/niran-47022" }, { name: "Preethi Sri", username: "@Preethi Cx expert", title: "<b> Let's Chat </b> - <em> Apps and Marketplace Integrations, Portal/Knowledge Base, Ticket & Workflow Management", img: "https://uploads-us-west-2.insided.com/freshworks-en/attachment/fdd3fdd9-6090-44d3-a5a6-9a99b84f4e69.png", bio: "I'm Niranjan and I've been providing solutioning and delivering customer delight to diverse businesses across APMEA and Europe for more than 2 years.", products: "Freshdesk, Freshchat, Freshcaller, Customer Service Suite", interests: "I'm an avid gamer who enjoys the world of PC and console games. 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