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.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 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Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"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":"<figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f8e0a762-53fa-4fb1-a740-223aa945e15e.png\" \/><figcaption>2023 today, but\u00a0emojis for Freshdesk is still out of office. R U serious?<\/figcaption><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/where-is-emoji-for-freshdesk-article-2023-today-33557","creationDate":"2023-10-19T10:19:32+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":7136,"id":33557,"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\/where-is-emoji-for-freshdesk-article-2023-today-33557","title":"Where is emoji for Freshdesk article? 2023 today","lastPost":{"id":15688,"author":{"id":59237,"url":"\/members\/shahid-59237","name":"shahid","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b2d0ffdc-1660-4f63-a202-7aa6604de836.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\/where-is-emoji-for-freshdesk-article-2023-today-33557?postid=100002#post100002","creationDate":"2024-11-23T16:00:15+0000","relativeCreationDate":"4 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":23,"numberOfLikes":3,"relevantPost":{"id":33557,"author":{"id":40218,"url":"\/members\/mykola-zhuravel-40218","name":"Mykola Zhuravel","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ffc74e7b-9b7a-4f9a-8172-4bb1715008f7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"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":"<figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f8e0a762-53fa-4fb1-a740-223aa945e15e.png\" \/><figcaption>2023 today, but\u00a0emojis for Freshdesk is still out of office. R U serious?<\/figcaption><\/figure><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/where-is-emoji-for-freshdesk-article-2023-today-33557","creationDate":"2023-10-19T10:19:32+0000","relativeCreationDate":"1 year ago"},"numberOfViews":478,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15688"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-33557 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Where is emoji for Freshdesk article? 2023 today" href="https://community.freshworks.com/portals-emails-other-channels-11404/where-is-emoji-for-freshdesk-article-2023-today-33557"></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/mykola-zhuravel-40218" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/ffc74e7b-9b7a-4f9a-8172-4bb1715008f7.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/ffc74e7b-9b7a-4f9a-8172-4bb1715008f7.png" style="width: 100%;" title alt="Mykola Zhuravel" /><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/mykola-zhuravel-40218">Mykola Zhuravel</a></span><span class="user-title text--meta">Skilled Expert</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>asked in</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 href="https://community.freshworks.com/portals-emails-other-channels-11404/where-is-emoji-for-freshdesk-article-2023-today-33557" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Where is emoji for Freshdesk article? 2023 today</a><div class="tooltip tooltip--day tooltip--thread-type" title="Solved"><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/where-is-emoji-for-freshdesk-article-2023-today-33557">2023 today, but emojis for Freshdesk is still out of office. R U serious? </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">3</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/where-is-emoji-for-freshdesk-article-2023-today-33557"><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">478</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/portals-emails-other-channels-11404/where-is-emoji-for-freshdesk-article-2023-today-33557?postid=100002#post100002"><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">23</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/shahid-59237" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/b2d0ffdc-1660-4f63-a202-7aa6604de836.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/b2d0ffdc-1660-4f63-a202-7aa6604de836.png" style="width: 100%;" title alt="shahid" /><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><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/portals-emails-other-channels-11404/where-is-emoji-for-freshdesk-article-2023-today-33557?postid=100002#post100002"><span class="thread-meta-item__text">4 hours ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"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":15686,"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=99998#post99998","creationDate":"2024-11-23T10:16:27+0000","relativeCreationDate":"10 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"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":20,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15686"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><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" 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>asked in</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 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="Question"><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 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">20</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/portals-emails-other-channels-11404/create-ticket-problem-portal-39816?postid=99998#post99998"><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">3</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/linakourii-59377" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/fa2bc63f-02c4-429e-a921-571946a1f058.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/fa2bc63f-02c4-429e-a921-571946a1f058.png" style="width: 100%;" title alt="linakourii" /><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><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/portals-emails-other-channels-11404/create-ticket-problem-portal-39816?postid=99998#post99998"><span class="thread-meta-item__text">10 hours ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":37446,"author":{"id":37595,"url":"\/members\/jessisgood-37595","name":"Jessisgood","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2e09a8e6-dd09-48d8-b3b1-a2d8383662c3.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":"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>In case you missed the discussion, you can listen in here:<\/p><p><a href=\"https:\/\/freshworks.wistia.com\/medias\/ozbhetaayn\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/freshworks.wistia.com\/medias\/ozbhetaayn<\/a><\/p><p>\u00a0<\/p><p>Feel free to add your comments below!<\/p>","url":"https:\/\/community.freshworks.com\/supporting-women-in-tech-11432\/in-case-you-missed-it-roundtable-recording-here-37446","creationDate":"2024-07-08T20:44:16+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":19445,"id":37446,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11432,"isIdeation":false,"url":"\/groups\/supporting-women-in-tech-11432","title":"Supporting Women in Tech","description":"<p>A group to bring together\u00a0support Women in Tech from across the globe - have conversations, learn from each other and share knowledge! :)\u00a0<\/p>"},"url":"https:\/\/community.freshworks.com\/supporting-women-in-tech-11432\/in-case-you-missed-it-roundtable-recording-here-37446","title":"In Case you Missed it! Roundtable Recording Here!","lastPost":{"id":36592,"author":{"id":59375,"url":"\/members\/gary-wyatt-59375","name":"Gary wyatt","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/7b3413f4-deef-4848-bf96-bac83d2eb358.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\/supporting-women-in-tech-11432\/in-case-you-missed-it-roundtable-recording-here-37446?postid=99997#post99997","creationDate":"2024-11-23T10:14:53+0000","relativeCreationDate":"10 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":2,"relevantPost":{"id":37446,"author":{"id":37595,"url":"\/members\/jessisgood-37595","name":"Jessisgood","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/2e09a8e6-dd09-48d8-b3b1-a2d8383662c3.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":"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>In case you missed the discussion, you can listen in here:<\/p><p><a href=\"https:\/\/freshworks.wistia.com\/medias\/ozbhetaayn\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/freshworks.wistia.com\/medias\/ozbhetaayn<\/a><\/p><p>\u00a0<\/p><p>Feel free to add your comments below!<\/p>","url":"https:\/\/community.freshworks.com\/supporting-women-in-tech-11432\/in-case-you-missed-it-roundtable-recording-here-37446","creationDate":"2024-07-08T20:44:16+0000","relativeCreationDate":"4 months ago"},"numberOfViews":30,"contentType":"conversation","featuredImage":"","publicLabel":"","category":{"url":"\/groups","categoryId":0,"title":"Groups","metaRobots":"index, follow","type":4},"lastPostId":"36592"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-37446 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to In Case you Missed it! Roundtable Recording Here!" href="https://community.freshworks.com/supporting-women-in-tech-11432/in-case-you-missed-it-roundtable-recording-here-37446"></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/jessisgood-37595" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/2e09a8e6-dd09-48d8-b3b1-a2d8383662c3.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/2e09a8e6-dd09-48d8-b3b1-a2d8383662c3.png" style="width: 100%;" title alt="Jessisgood" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png" alt="Community Manager" title="Community Manager" /></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 username hover-underline" style="color: ;" href="/members/jessisgood-37595">Jessisgood</a></span><span class="user-title text--meta">Community Manager</span></div><a href="/groups/supporting-women-in-tech-11432" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>posted in</span> <span class="topic-view_header-item_category-link">Supporting Women in Tech</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 href="https://community.freshworks.com/supporting-women-in-tech-11432/in-case-you-missed-it-roundtable-recording-here-37446" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">In Case you Missed it! Roundtable Recording Here!</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/supporting-women-in-tech-11432/in-case-you-missed-it-roundtable-recording-here-37446">In case you missed the discussion, you can listen in here:https://freshworks.wistia.com/medias/ozbhetaayn Feel free to add your comments below!</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">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/supporting-women-in-tech-11432/in-case-you-missed-it-roundtable-recording-here-37446"><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">30</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/supporting-women-in-tech-11432/in-case-you-missed-it-roundtable-recording-here-37446?postid=99997#post99997"><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">3</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/gary-wyatt-59375" rel="noreferrer"><img 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data-props="{"topic":{"firstPost":{"id":40757,"author":{"id":52857,"url":"\/members\/tintin-52857","name":"Tintin","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.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":"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"}],"isBanned":false},"content":"<p>Hi,<\/p><p>\u00a0<\/p><p>What is the limit of fields in freshdesk?<\/p><p>\u00a0<\/p><p>thank you<\/p>","url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/freshdesk-fields-40757","creationDate":"2024-11-23T10:11:06+0000","relativeCreationDate":"10 hours ago"},"isTopicUnread":true,"privateId":10786,"id":40757,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11406,"isIdeation":false,"url":"\/api-and-webhooks-11406","title":"API and Webhooks","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/freshdesk-fields-40757","title":"Freshdesk Fields","lastPost":{"id":40757,"author":{"id":52857,"url":"\/members\/tintin-52857","name":"Tintin","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.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":"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"}],"isBanned":false},"content":"<p>Hi,<\/p><p>\u00a0<\/p><p>What is the limit of fields in freshdesk?<\/p><p>\u00a0<\/p><p>thank you<\/p>","url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/freshdesk-fields-40757","creationDate":"2024-11-23T10:11:06+0000","relativeCreationDate":"10 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":40757,"author":{"id":52857,"url":"\/members\/tintin-52857","name":"Tintin","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.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":"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"}],"isBanned":false},"content":"<p>Hi,<\/p><p>\u00a0<\/p><p>What is the limit of fields in freshdesk?<\/p><p>\u00a0<\/p><p>thank you<\/p>","url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/freshdesk-fields-40757","creationDate":"2024-11-23T10:11:06+0000","relativeCreationDate":"10 hours ago"},"numberOfViews":6,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"0"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40757 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Freshdesk Fields" href="https://community.freshworks.com/api-and-webhooks-11406/freshdesk-fields-40757"></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/tintin-52857" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.png" style="width: 100%;" title alt="Tintin" /><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/tintin-52857">Tintin</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/api-and-webhooks-11406" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">API and Webhooks</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 href="https://community.freshworks.com/api-and-webhooks-11406/freshdesk-fields-40757" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Freshdesk Fields</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><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/api-and-webhooks-11406/freshdesk-fields-40757">Hi, What is the limit of fields in freshdesk? thank you</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" 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data-track-type="click" data-element-name="Search result topic last post link" href="https://community.freshworks.com/api-and-webhooks-11406/freshdesk-fields-40757"><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/tintin-52857" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.png" style="width: 100%;" title alt="Tintin" /><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><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/api-and-webhooks-11406/freshdesk-fields-40757"><span class="thread-meta-item__text">10 hours ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":40552,"author":{"id":58879,"url":"\/members\/letsfindout-58879","name":"letsfindout","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f8381932-30ca-4a8e-af40-96ae7e0d4a5d.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,<\/p><p>\u00a0I'm reaching out for some advice. I work at a D2C brand, Basil (we sell kids' lunch boxes, water bottles, and plates), and we're currently facing a significant issue with our WhatsApp campaigns due to a recurring code error, 131049. I'm trying to understand why this is happening. Could you let me know if you've faced similar issues? and any recommended actions? Additionally, when setting up a WhatsApp flow, it is possible to configure it within Freshmarketer to re-engage those individuals who were initially shown as a code error (either by retrying after some time or by using SMS as an alternative method of reaching out).?<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/bangalore-user-network-11297\/code-error-131049-40552","creationDate":"2024-11-07T05:27:44+0000","relativeCreationDate":"16 days ago"},"isTopicUnread":true,"privateId":10676,"id":40552,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11297,"isIdeation":false,"url":"\/groups\/bangalore-user-network-11297","title":"Bangalore User Network","description":"<p>Welcome to Freshworks User Network, Bangalore! Here\u2019s your community to get connected with your peers in Bangalore.<\/p><p><strong>Check out the <a href=\"https:\/\/communityevents.freshworks.com\/bangalore\/\">upcoming Freshworks User Network\u00a0events happening in this network.<\/a><\/strong><\/p>"},"url":"https:\/\/community.freshworks.com\/bangalore-user-network-11297\/code-error-131049-40552","title":"CODE ERROR 131049","lastPost":{"id":15684,"author":{"id":59375,"url":"\/members\/gary-wyatt-59375","name":"Gary wyatt","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/7b3413f4-deef-4848-bf96-bac83d2eb358.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\/bangalore-user-network-11297\/code-error-131049-40552?postid=99994#post99994","creationDate":"2024-11-23T07:42:49+0000","relativeCreationDate":"12 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":40552,"author":{"id":58879,"url":"\/members\/letsfindout-58879","name":"letsfindout","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/f8381932-30ca-4a8e-af40-96ae7e0d4a5d.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,<\/p><p>\u00a0I'm reaching out for some advice. I work at a D2C brand, Basil (we sell kids' lunch boxes, water bottles, and plates), and we're currently facing a significant issue with our WhatsApp campaigns due to a recurring code error, 131049. I'm trying to understand why this is happening. Could you let me know if you've faced similar issues? and any recommended actions? Additionally, when setting up a WhatsApp flow, it is possible to configure it within Freshmarketer to re-engage those individuals who were initially shown as a code error (either by retrying after some time or by using SMS as an alternative method of reaching out).?<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/bangalore-user-network-11297\/code-error-131049-40552","creationDate":"2024-11-07T05:27:44+0000","relativeCreationDate":"16 days ago"},"numberOfViews":26,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/groups","categoryId":0,"title":"Groups","metaRobots":"index, follow","type":4},"lastPostId":"15684"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40552 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to CODE ERROR 131049" href="https://community.freshworks.com/bangalore-user-network-11297/code-error-131049-40552"></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/letsfindout-58879" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f8381932-30ca-4a8e-af40-96ae7e0d4a5d.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/f8381932-30ca-4a8e-af40-96ae7e0d4a5d.png" style="width: 100%;" title alt="letsfindout" /><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/letsfindout-58879">letsfindout</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/groups/bangalore-user-network-11297" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Bangalore User Network</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 href="https://community.freshworks.com/bangalore-user-network-11297/code-error-131049-40552" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">CODE ERROR 131049</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><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/bangalore-user-network-11297/code-error-131049-40552">HI, I'm reaching out for some advice. I work at a D2C brand, Basil (we sell kids' lunch boxes, water bottles, and plates), and we're currently facing a significant issue with our WhatsApp campaigns due to a recurring code error, 131049. I'm trying to understand why this is happening. Could you let me know if you've faced similar issues? and any recommended actions? Additionally, when setting up a WhatsApp flow, it is possible to configure it within Freshmarketer to re-engage those individuals who were initially shown as a code error (either by retrying after some time or by using SMS as an alternative method of reaching out).? </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/bangalore-user-network-11297/code-error-131049-40552"><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">26</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/bangalore-user-network-11297/code-error-131049-40552?postid=99994#post99994"><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">3</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/gary-wyatt-59375" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/7b3413f4-deef-4848-bf96-bac83d2eb358.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/7b3413f4-deef-4848-bf96-bac83d2eb358.png" style="width: 100%;" title alt="Gary wyatt" /><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><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/bangalore-user-network-11297/code-error-131049-40552?postid=99994#post99994"><span class="thread-meta-item__text">12 hours ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":40750,"author":{"id":52857,"url":"\/members\/tintin-52857","name":"Tintin","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.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":"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"}],"isBanned":false},"content":"<p>Hi,<\/p><p>\u00a0<\/p><p>How can I retrieve data within the specific group from Freshdesk via API for the date range from January 1, 2024, and to the current date?\u00a0<\/p><p>\u00a0<\/p><p>We need to integrate this in Power BI tool.<\/p><p>\u00a0<\/p><p>Thank you,<\/p>","url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/api-freshdesk-40750","creationDate":"2024-11-22T15:59:13+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":10783,"id":40750,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11406,"isIdeation":false,"url":"\/api-and-webhooks-11406","title":"API and Webhooks","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/api-freshdesk-40750","title":"API Freshdesk","lastPost":{"id":15681,"author":{"id":52857,"url":"\/members\/tintin-52857","name":"Tintin","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.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":"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"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/api-freshdesk-40750?postid=99990#post99990","creationDate":"2024-11-23T04:17:28+0000","relativeCreationDate":"16 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":40750,"author":{"id":52857,"url":"\/members\/tintin-52857","name":"Tintin","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.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":"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"}],"isBanned":false},"content":"<p>Hi,<\/p><p>\u00a0<\/p><p>How can I retrieve data within the specific group from Freshdesk via API for the date range from January 1, 2024, and to the current date?\u00a0<\/p><p>\u00a0<\/p><p>We need to integrate this in Power BI tool.<\/p><p>\u00a0<\/p><p>Thank you,<\/p>","url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/api-freshdesk-40750","creationDate":"2024-11-22T15:59:13+0000","relativeCreationDate":"1 day ago"},"numberOfViews":8,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15681"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40750 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to API Freshdesk" href="https://community.freshworks.com/api-and-webhooks-11406/api-freshdesk-40750"></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/tintin-52857" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.png" style="width: 100%;" title alt="Tintin" /><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/tintin-52857">Tintin</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/api-and-webhooks-11406" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">API and Webhooks</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 href="https://community.freshworks.com/api-and-webhooks-11406/api-freshdesk-40750" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">API Freshdesk</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><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/api-and-webhooks-11406/api-freshdesk-40750">Hi, How can I retrieve data within the specific group from Freshdesk via API for the date range from January 1, 2024, and to the current date? We need to integrate this in Power BI tool. Thank you,</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/api-and-webhooks-11406/api-freshdesk-40750"><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">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/api-and-webhooks-11406/api-freshdesk-40750?postid=99990#post99990"><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/tintin-52857" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.png" style="width: 100%;" title alt="Tintin" /><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><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/api-and-webhooks-11406/api-freshdesk-40750?postid=99990#post99990"><span class="thread-meta-item__text">16 hours ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":40755,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_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":"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":"<p>Hello,\u00a0<\/p><p>\u00a0<\/p><p>Is it possible to use a Microsoft Shared Mailbox for Email Settings\/MailBoxes? I found a post from 2 years ago on FreshService forum but it seems it wasn\u2019t available at that time.\u00a0<\/p><p>\u00a0<\/p><p>I tried going to Admin \u2192\u00a0Email Settings and Mailboxes \u2192\u00a0New Email Settings \u2192 Provided \u2018Your service desk email\u2019 (ex: infotech@mycompany.org), \u2018Incoming and Outgoing\u2019, and finally click \u2018Sign in with Microsoft\u2019. Following this <a href=\"https:\/\/support.freshservice.com\/support\/solutions\/articles\/213461-setting-up-a-custom-mailbox-in-freshservice\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">guide<\/a>,\u00a0I clicked on\u00a0\u2018Sign in with Microsoft\u2019 but it loads for few seconds then gets automatically changed to my personal username. It won\u2019t ask me to sign in using that account either.\u00a0\u00a0<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a85b330f-db19-4909-8818-d04787771b5d.png\" \/><\/figure><p>\u00a0<\/p><p>This doesn\u2019t appear for me.\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/91cf30e5-4988-4b6c-b3a1-9b7d24e92fec.png\" \/><\/figure><p>\u00a0<\/p><p>Thank you\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/is-it-possible-to-use-a-microsoft-365-shared-mailbox-for-email-settings-notifications-40755","creationDate":"2024-11-22T22:20:14+0000","relativeCreationDate":"22 hours ago"},"isTopicUnread":true,"privateId":10785,"id":40755,"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\/is-it-possible-to-use-a-microsoft-365-shared-mailbox-for-email-settings-notifications-40755","title":"Is it possible to use a Microsoft 365 Shared Mailbox for email settings\/notifications?","lastPost":{"id":40755,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_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":"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":"<p>Hello,\u00a0<\/p><p>\u00a0<\/p><p>Is it possible to use a Microsoft Shared Mailbox for Email Settings\/MailBoxes? I found a post from 2 years ago on FreshService forum but it seems it wasn\u2019t available at that time.\u00a0<\/p><p>\u00a0<\/p><p>I tried going to Admin \u2192\u00a0Email Settings and Mailboxes \u2192\u00a0New Email Settings \u2192 Provided \u2018Your service desk email\u2019 (ex: infotech@mycompany.org), \u2018Incoming and Outgoing\u2019, and finally click \u2018Sign in with Microsoft\u2019. Following this <a href=\"https:\/\/support.freshservice.com\/support\/solutions\/articles\/213461-setting-up-a-custom-mailbox-in-freshservice\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">guide<\/a>,\u00a0I clicked on\u00a0\u2018Sign in with Microsoft\u2019 but it loads for few seconds then gets automatically changed to my personal username. It won\u2019t ask me to sign in using that account either.\u00a0\u00a0<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a85b330f-db19-4909-8818-d04787771b5d.png\" \/><\/figure><p>\u00a0<\/p><p>This doesn\u2019t appear for me.\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/91cf30e5-4988-4b6c-b3a1-9b7d24e92fec.png\" \/><\/figure><p>\u00a0<\/p><p>Thank you\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/is-it-possible-to-use-a-microsoft-365-shared-mailbox-for-email-settings-notifications-40755","creationDate":"2024-11-22T22:20:14+0000","relativeCreationDate":"22 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":40755,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_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":"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":"<p>Hello,\u00a0<\/p><p>\u00a0<\/p><p>Is it possible to use a Microsoft Shared Mailbox for Email Settings\/MailBoxes? I found a post from 2 years ago on FreshService forum but it seems it wasn\u2019t available at that time.\u00a0<\/p><p>\u00a0<\/p><p>I tried going to Admin \u2192\u00a0Email Settings and Mailboxes \u2192\u00a0New Email Settings \u2192 Provided \u2018Your service desk email\u2019 (ex: infotech@mycompany.org), \u2018Incoming and Outgoing\u2019, and finally click \u2018Sign in with Microsoft\u2019. Following this <a href=\"https:\/\/support.freshservice.com\/support\/solutions\/articles\/213461-setting-up-a-custom-mailbox-in-freshservice\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">guide<\/a>,\u00a0I clicked on\u00a0\u2018Sign in with Microsoft\u2019 but it loads for few seconds then gets automatically changed to my personal username. It won\u2019t ask me to sign in using that account either.\u00a0\u00a0<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a85b330f-db19-4909-8818-d04787771b5d.png\" \/><\/figure><p>\u00a0<\/p><p>This doesn\u2019t appear for me.\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/91cf30e5-4988-4b6c-b3a1-9b7d24e92fec.png\" \/><\/figure><p>\u00a0<\/p><p>Thank you\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/portals-emails-other-channels-11404\/is-it-possible-to-use-a-microsoft-365-shared-mailbox-for-email-settings-notifications-40755","creationDate":"2024-11-22T22:20:14+0000","relativeCreationDate":"22 hours ago"},"numberOfViews":2,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"0"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40755 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Is it possible to use a Microsoft 365 Shared Mailbox for email settings/notifications?" href="https://community.freshworks.com/portals-emails-other-channels-11404/is-it-possible-to-use-a-microsoft-365-shared-mailbox-for-email-settings-notifications-40755"></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/edward-kim-37210" rel="noreferrer"><div class="default-avatar avatar-variant-0">E</div><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/edward-kim-37210">edward.kim</a></span><span class="user-title text--meta">Skilled Expert</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>asked in</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 href="https://community.freshworks.com/portals-emails-other-channels-11404/is-it-possible-to-use-a-microsoft-365-shared-mailbox-for-email-settings-notifications-40755" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Is it possible to use a Microsoft 365 Shared Mailbox for email settings/notifications?</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><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/is-it-possible-to-use-a-microsoft-365-shared-mailbox-for-email-settings-notifications-40755">Hello, Is it possible to use a Microsoft Shared Mailbox for Email Settings/MailBoxes? I found a post from 2 years ago on FreshService forum but it seems it wasn’t available at that time. I tried going to Admin → Email Settings and Mailboxes → New Email Settings → Provided ‘Your service desk email’ (ex: infotech@mycompany.org), ‘Incoming and Outgoing’, and finally click ‘Sign in with Microsoft’. Following this guide, I clicked on ‘Sign in with Microsoft’ but it loads for few seconds then gets automatically changed to my personal username. It won’t ask me to sign in using that account either. This doesn’t appear for me. Thank you </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/is-it-possible-to-use-a-microsoft-365-shared-mailbox-for-email-settings-notifications-40755"><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">2</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/portals-emails-other-channels-11404/is-it-possible-to-use-a-microsoft-365-shared-mailbox-for-email-settings-notifications-40755"><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/edward-kim-37210" rel="noreferrer"><div class="default-avatar avatar-variant-0">E</div><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><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/portals-emails-other-channels-11404/is-it-possible-to-use-a-microsoft-365-shared-mailbox-for-email-settings-notifications-40755"><span class="thread-meta-item__text">22 hours ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":40708,"author":{"id":49811,"url":"\/members\/bzentner-49811","name":"bzentner","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"}],"isBanned":false},"content":"<p>After setting up Work Schedules for my users, I expected ticket auto assignment to <strong>only<\/strong> assign tickets to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were:<\/p><p>\u00a0<\/p><ul><li>Create Business hours for the Agent Group (8a - 8p EST)<\/li>\t<li>Create Business hours for each shift (Early Shift 8a - 5p EST &amp; Late Shift 11a - 8P)<\/li>\t<li>Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users.<\/li>\t<li>Created Work Schedules for each shift with their business hours set to their appropriate business hours.<\/li>\t<li>Added the appropriate agents to each Work Schedule.<\/li><\/ul><p>\u00a0<\/p><p>The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to.<\/p><p>\u00a0<\/p><p>Did I miss something in the configuration?<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708","creationDate":"2024-11-20T13:34:46+0000","relativeCreationDate":"3 days ago"},"isTopicUnread":true,"privateId":10749,"id":40708,"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\/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708","title":"Does the Freshservice Work Schedule impact the auto assignment in Agent groups","lastPost":{"id":15680,"author":{"id":59370,"url":"\/members\/wesleyferrio-59370","name":"WesleyFerrio","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\/ticket-workflow-management-11379\/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708?postid=99988#post99988","creationDate":"2024-11-22T20:11:57+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":1,"relevantPost":{"id":40708,"author":{"id":49811,"url":"\/members\/bzentner-49811","name":"bzentner","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"}],"isBanned":false},"content":"<p>After setting up Work Schedules for my users, I expected ticket auto assignment to <strong>only<\/strong> assign tickets to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were:<\/p><p>\u00a0<\/p><ul><li>Create Business hours for the Agent Group (8a - 8p EST)<\/li>\t<li>Create Business hours for each shift (Early Shift 8a - 5p EST &amp; Late Shift 11a - 8P)<\/li>\t<li>Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users.<\/li>\t<li>Created Work Schedules for each shift with their business hours set to their appropriate business hours.<\/li>\t<li>Added the appropriate agents to each Work Schedule.<\/li><\/ul><p>\u00a0<\/p><p>The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to.<\/p><p>\u00a0<\/p><p>Did I miss something in the configuration?<\/p><p>\u00a0<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708","creationDate":"2024-11-20T13:34:46+0000","relativeCreationDate":"3 days ago"},"numberOfViews":36,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15680"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40708 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Does the Freshservice Work Schedule impact the auto assignment in Agent groups" href="https://community.freshworks.com/ticket-workflow-management-11379/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708"></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/bzentner-49811" rel="noreferrer"><div class="default-avatar avatar-variant-1">B</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/bzentner-49811">bzentner</a></span><span class="user-title text--meta">Contributor</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>asked in</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 href="https://community.freshworks.com/ticket-workflow-management-11379/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Does the Freshservice Work Schedule impact the auto assignment in Agent groups</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><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/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708">After setting up Work Schedules for my users, I expected ticket auto assignment to only assign tickets to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were: Create Business hours for the Agent Group (8a - 8p EST) Create Business hours for each shift (Early Shift 8a - 5p EST &amp; Late Shift 11a - 8P) Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users. Created Work Schedules for each shift with their business hours set to their appropriate business hours. Added the appropriate agents to each Work Schedule. The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to. Did I miss something in the configuration? </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/ticket-workflow-management-11379/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708"><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">36</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/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708?postid=99988#post99988"><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">4</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/wesleyferrio-59370" rel="noreferrer"><div class="default-avatar avatar-variant-0">W</div><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><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/ticket-workflow-management-11379/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708?postid=99988#post99988"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":39025,"author":{"id":55955,"url":"\/members\/robert2-55955","name":"robert2","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c690e94b-8f1d-474d-adf9-86db191cc87c.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>Descubra um mundo de entretenimento ilimitado com o Freecine APK, o principal aplicativo de streaming de filmes desenvolvido para entusiastas de cinema. Seja voc\u00ea f\u00e3 dos \u00faltimos sucessos de bilheteria, cl\u00e1ssicos atemporais ou programas de TV que valem a pena assistir, o Freecine APK tem tudo o que voc\u00ea precisa. Veja o que torna o <strong><a href=\"http:\/\/thefreecine.com\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">freecine sem an\u00fancio<\/a><\/strong> seu aplicativo de streaming favorito:<\/p>","url":"https:\/\/community.freshworks.com\/apps-and-marketplace-integrations-11358\/explore-freecine-apk-insights-on-the-freshworks-community-39025","creationDate":"2024-07-25T03:44:50+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":19553,"id":39025,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"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\/explore-freecine-apk-insights-on-the-freshworks-community-39025","title":"\"Explore Freecine Apk Insights on the Freshworks Community\"","lastPost":{"id":36591,"author":{"id":59366,"url":"\/members\/jani32w-59366","name":"jani32w","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/85f0f83e-78ac-4616-917b-1749ec24260c.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\/apps-and-marketplace-integrations-11358\/explore-freecine-apk-insights-on-the-freshworks-community-39025?postid=99982#post99982","creationDate":"2024-11-22T18:16:49+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":1,"relevantPost":{"id":39025,"author":{"id":55955,"url":"\/members\/robert2-55955","name":"robert2","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/c690e94b-8f1d-474d-adf9-86db191cc87c.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>Descubra um mundo de entretenimento ilimitado com o Freecine APK, o principal aplicativo de streaming de filmes desenvolvido para entusiastas de cinema. Seja voc\u00ea f\u00e3 dos \u00faltimos sucessos de bilheteria, cl\u00e1ssicos atemporais ou programas de TV que valem a pena assistir, o Freecine APK tem tudo o que voc\u00ea precisa. Veja o que torna o <strong><a href=\"http:\/\/thefreecine.com\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">freecine sem an\u00fancio<\/a><\/strong> seu aplicativo de streaming favorito:<\/p>","url":"https:\/\/community.freshworks.com\/apps-and-marketplace-integrations-11358\/explore-freecine-apk-insights-on-the-freshworks-community-39025","creationDate":"2024-07-25T03:44:50+0000","relativeCreationDate":"3 months ago"},"numberOfViews":160,"contentType":"conversation","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"36591"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-39025 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to "Explore Freecine Apk Insights on the Freshworks Community"" href="https://community.freshworks.com/apps-and-marketplace-integrations-11358/explore-freecine-apk-insights-on-the-freshworks-community-39025"></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/robert2-55955" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c690e94b-8f1d-474d-adf9-86db191cc87c.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/c690e94b-8f1d-474d-adf9-86db191cc87c.png" style="width: 100%;" title alt="robert2" /><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/robert2-55955">robert2</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/apps-and-marketplace-integrations-11358" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>posted in</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 href="https://community.freshworks.com/apps-and-marketplace-integrations-11358/explore-freecine-apk-insights-on-the-freshworks-community-39025" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">"Explore Freecine Apk Insights on the Freshworks Community"</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/apps-and-marketplace-integrations-11358/explore-freecine-apk-insights-on-the-freshworks-community-39025">Descubra um mundo de entretenimento ilimitado com o Freecine APK, o principal aplicativo de streaming de filmes desenvolvido para entusiastas de cinema. Seja você fã dos últimos sucessos de bilheteria, clássicos atemporais ou programas de TV que valem a pena assistir, o Freecine APK tem tudo o que você precisa. Veja o que torna o freecine sem anúncio seu aplicativo de streaming favorito:</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/apps-and-marketplace-integrations-11358/explore-freecine-apk-insights-on-the-freshworks-community-39025"><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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[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 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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! 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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":"15 days ago"},"numberOfViews":149,"contentType":"conversation","featuredImage":"","publicLabel":"","category":{"url":"\/groups","categoryId":0,"title":"Groups","metaRobots":"index, follow","type":4},"lastPostId":"36590"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40576 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Welcome to the Freshworks AI Summit Group" href="https://community.freshworks.com/freshworks-ai-summit-11444/welcome-to-the-freshworks-ai-summit-group-40576"></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/kamakshi-v-43548" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/5d267aaf-559b-4b35-81ba-5d5d518cd329.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/5d267aaf-559b-4b35-81ba-5d5d518cd329.png" style="width: 100%;" title alt="Kamakshi V" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png" alt="Community Manager" title="Community Manager" /></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 username hover-underline" style="color: ;" href="/members/kamakshi-v-43548">Kamakshi V</a></span><span class="user-title text--meta">Community Manager</span></div><a href="/groups/freshworks-ai-summit-11444" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>posted in</span> <span class="topic-view_header-item_category-link">Freshworks AI Summit</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 href="https://community.freshworks.com/freshworks-ai-summit-11444/welcome-to-the-freshworks-ai-summit-group-40576" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Welcome to the Freshworks AI Summit Group</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/freshworks-ai-summit-11444/welcome-to-the-freshworks-ai-summit-group-40576">Thank you for joining our AI group! This forum is your go-to space to explore all things AI—ask questions, share feedback, connect with peers and product experts, clarify doubts, explore new ideas, and access tailored solutions and resources. You’ll also have the chance to be a part of exclusive sessions led by product experts. In this group, you can dive deeper into Freddy AI Agent—a powerful catalyst for transforming both customer and employee experiences.Icebreaker:Let’s get to know each other better! Please share your thoughts using the following format:Name &amp; What you do : Favorite part of the AI Summit: (What did you enjoy most about the event?) Feature of Freddy AI Agent you’re most excited about: (Which feature caught your attention?) One thing you’re hoping to learn or explore more about in this group: (Any specific questions or areas of interest?)Looking forward to hearing your thoughts and kicking off some great conversations around AI!</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/freshworks-ai-summit-11444/welcome-to-the-freshworks-ai-summit-group-40576"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" 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data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/5d267aaf-559b-4b35-81ba-5d5d518cd329.png" style="width: 100%;" title alt="Kamakshi V" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png" alt="Community Manager" title="Community Manager" /></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/freshworks-ai-summit-11444/welcome-to-the-freshworks-ai-summit-group-40576?postid=99980#post99980"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":25927,"author":{"id":14347,"url":"\/members\/sumana-srikanthan-14347","name":"Sumana Srikanthan","avatar":"","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":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":"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":"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":"<section class=\"callout callout-green\"><div><p><strong>Applicable plans:<\/strong> Forest\/Enterprise<\/p><\/div><\/section><p>\u00a0<\/p><p><span style=\"background-color:transparent;color:#000000;\">You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever.<\/span><\/p><p>\u00a0<\/p><oembed url=\"https:\/\/www.youtube.com\/watch?v=Sk99Xl7rjWY\"><\/oembed><p>\u00a0<\/p><p><span style=\"background-color:transparent;color:#000000;\">If you are on the Forest or Enterprise plan, just <strong>drop a comment on this post <\/strong>to\u00a0learn more!<\/span><\/p>","url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/set-up-custom-objects-in-your-freshdesk-yet-25927","creationDate":"2022-09-21T13:45:57+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":18238,"id":25927,"type":"post","hasCurrentUserLiked":false,"isSticky":true,"features":[{"id":"isSticky","label":"Sticky"}],"forum":{"id":11406,"isIdeation":false,"url":"\/api-and-webhooks-11406","title":"API and Webhooks","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/set-up-custom-objects-in-your-freshdesk-yet-25927","title":"Set up Custom Objects in your Freshdesk yet?","lastPost":{"id":36589,"author":{"id":52857,"url":"\/members\/tintin-52857","name":"Tintin","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.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":"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"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/set-up-custom-objects-in-your-freshdesk-yet-25927?postid=99977#post99977","creationDate":"2024-11-22T16:37:42+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":10,"numberOfLikes":3,"relevantPost":{"id":25927,"author":{"id":14347,"url":"\/members\/sumana-srikanthan-14347","name":"Sumana Srikanthan","avatar":"","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":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":"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":"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":"<section class=\"callout callout-green\"><div><p><strong>Applicable plans:<\/strong> Forest\/Enterprise<\/p><\/div><\/section><p>\u00a0<\/p><p><span style=\"background-color:transparent;color:#000000;\">You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever.<\/span><\/p><p>\u00a0<\/p><oembed url=\"https:\/\/www.youtube.com\/watch?v=Sk99Xl7rjWY\"><\/oembed><p>\u00a0<\/p><p><span style=\"background-color:transparent;color:#000000;\">If you are on the Forest or Enterprise plan, just <strong>drop a comment on this post <\/strong>to\u00a0learn more!<\/span><\/p>","url":"https:\/\/community.freshworks.com\/api-and-webhooks-11406\/set-up-custom-objects-in-your-freshdesk-yet-25927","creationDate":"2022-09-21T13:45:57+0000","relativeCreationDate":"2 years ago"},"numberOfViews":764,"contentType":"conversation","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"36589"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-25927 topic-view--unread topic-view--sticky"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Set up Custom Objects in your Freshdesk yet?" href="https://community.freshworks.com/api-and-webhooks-11406/set-up-custom-objects-in-your-freshdesk-yet-25927"></a><svg class="topic-view_sticky-flag" width="14" height="18" fill="currentColor" viewBox="0 0 14 18" xmlns="http://www.w3.org/2000/svg"><path d="M14 0H0V18L7 15L14 18V0Z"></path></svg><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/sumana-srikanthan-14347" rel="noreferrer"><div class="default-avatar avatar-variant-7">S</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png" alt="Community Manager" title="Community Manager" /></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 username hover-underline" style="color: ;" href="/members/sumana-srikanthan-14347">Sumana Srikanthan</a></span><span class="user-title text--meta">Community Manager</span></div><a href="/api-and-webhooks-11406" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>posted in</span> <span class="topic-view_header-item_category-link">API and Webhooks</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 href="https://community.freshworks.com/api-and-webhooks-11406/set-up-custom-objects-in-your-freshdesk-yet-25927" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Set up Custom Objects in your Freshdesk yet?</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/api-and-webhooks-11406/set-up-custom-objects-in-your-freshdesk-yet-25927">Applicable plans: Forest/Enterprise You can create Custom Objects to capture all relevant, business-critical information right from the get-go with just a few clicks. Through these Custom Objects, you can equip your agents with complete context and enable them to be productive, and respond and resolve faster than ever. If you are on the Forest or Enterprise plan, just drop a comment on this post to learn more!</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">3</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/api-and-webhooks-11406/set-up-custom-objects-in-your-freshdesk-yet-25927"><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">764</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/api-and-webhooks-11406/set-up-custom-objects-in-your-freshdesk-yet-25927?postid=99977#post99977"><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">10</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/tintin-52857" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/05ed66dd-22db-4fca-be4f-67ea4b9bd6a2.png" style="width: 100%;" title alt="Tintin" /><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><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/api-and-webhooks-11406/set-up-custom-objects-in-your-freshdesk-yet-25927?postid=99977#post99977"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":25823,"author":{"id":38586,"url":"\/members\/hva-38586","name":"HVA","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6219d88f-6a29-4e7a-9978-a1939eaddfff.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":"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":"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 am looking for an option to make contact fields conditional, similar to what you can now do with\u00a0<strong>sections<\/strong>\u00a0in the ticket fields configuration page:<\/p><h3>Example<\/h3><ul><li>I have a pet\t<ul><li>YES (section)\t\t<ul><li>type of pet\t\t\t<ul><li>fish<\/li>\t\t\t\t<li>cat<\/li>\t\t\t\t<li>dog<\/li>\t\t\t<\/ul><\/li>\t\t\t<li>name of pet\t\t\t<ul><li>text field<\/li>\t\t\t<\/ul><\/li>\t\t\t<li>food\t\t\t<ul><li>text field<\/li>\t\t\t<\/ul><\/li>\t\t<\/ul><\/li>\t\t<li>NO (section)\t\t<ul><li>empty<\/li>\t\t<\/ul><\/li>\t<\/ul><\/li><\/ul><h3>Final Result<\/h3><ul><li>I have a pet : yes\t<ul><li>type of pet : fish<\/li>\t\t<li>name of pet : nemo<\/li>\t\t<li>food : spaghetti<\/li>\t<\/ul><\/li><\/ul><p>Has anyone worked out a way to do this?\u00a0<\/p><p>We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.<\/p>","url":"https:\/\/community.freshworks.com\/contacts-companies-11405\/divide-contact-fields-into-sections-25823","creationDate":"2022-09-15T17:05:01+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":3252,"id":25823,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11405,"isIdeation":false,"url":"\/contacts-companies-11405","title":"Contacts & Companies","description":"Using Freshdesk"},"url":"https:\/\/community.freshworks.com\/contacts-companies-11405\/divide-contact-fields-into-sections-25823","title":"Divide contact fields into sections","lastPost":{"id":15675,"author":{"id":59360,"url":"\/members\/walkonsmenu-59360","name":"walkonsmenu","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/35510e14-277d-4807-938d-92098ea78df5.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\/contacts-companies-11405\/divide-contact-fields-into-sections-25823?postid=99973#post99973","creationDate":"2024-11-22T16:23:23+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":2,"relevantPost":{"id":25823,"author":{"id":38586,"url":"\/members\/hva-38586","name":"HVA","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6219d88f-6a29-4e7a-9978-a1939eaddfff.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":"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":"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 am looking for an option to make contact fields conditional, similar to what you can now do with\u00a0<strong>sections<\/strong>\u00a0in the ticket fields configuration page:<\/p><h3>Example<\/h3><ul><li>I have a pet\t<ul><li>YES (section)\t\t<ul><li>type of pet\t\t\t<ul><li>fish<\/li>\t\t\t\t<li>cat<\/li>\t\t\t\t<li>dog<\/li>\t\t\t<\/ul><\/li>\t\t\t<li>name of pet\t\t\t<ul><li>text field<\/li>\t\t\t<\/ul><\/li>\t\t\t<li>food\t\t\t<ul><li>text field<\/li>\t\t\t<\/ul><\/li>\t\t<\/ul><\/li>\t\t<li>NO (section)\t\t<ul><li>empty<\/li>\t\t<\/ul><\/li>\t<\/ul><\/li><\/ul><h3>Final Result<\/h3><ul><li>I have a pet : yes\t<ul><li>type of pet : fish<\/li>\t\t<li>name of pet : nemo<\/li>\t\t<li>food : spaghetti<\/li>\t<\/ul><\/li><\/ul><p>Has anyone worked out a way to do this?\u00a0<\/p><p>We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.<\/p>","url":"https:\/\/community.freshworks.com\/contacts-companies-11405\/divide-contact-fields-into-sections-25823","creationDate":"2022-09-15T17:05:01+0000","relativeCreationDate":"2 years ago"},"numberOfViews":47,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15675"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-25823 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Divide contact fields into sections" href="https://community.freshworks.com/contacts-companies-11405/divide-contact-fields-into-sections-25823"></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/hva-38586" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/6219d88f-6a29-4e7a-9978-a1939eaddfff.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/6219d88f-6a29-4e7a-9978-a1939eaddfff.png" style="width: 100%;" title alt="HVA" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png" alt="Top Contributor" title="Top 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 username hover-underline" style="color: ;" href="/members/hva-38586">HVA</a></span><span class="user-title text--meta">Top Contributor</span></div><a href="/contacts-companies-11405" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Contacts & Companies</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 href="https://community.freshworks.com/contacts-companies-11405/divide-contact-fields-into-sections-25823" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Divide contact fields into sections</a><div class="tooltip tooltip--day tooltip--thread-type" title="Solved"><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/contacts-companies-11405/divide-contact-fields-into-sections-25823">I am looking for an option to make contact fields conditional, similar to what you can now do with sections in the ticket fields configuration page:ExampleI have a pet YES (section) type of pet fish cat dog name of pet text field food text field NO (section) empty Final ResultI have a pet : yes type of pet : fish name of pet : nemo food : spaghetti Has anyone worked out a way to do this? We normally have a lot of contact fields, and I worry that without some kind of filtering, it will all be very difficult to parse for our team.</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">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/contacts-companies-11405/divide-contact-fields-into-sections-25823"><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 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data-props="{"topic":{"firstPost":{"id":40392,"author":{"id":15536,"url":"\/members\/paula-kirby-15536","name":"paula.kirby","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":"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":"<p>I need to be able to report on activities created by Agents.\u00a0 Filters should be by Agent, Date and client<\/p><p>Header level is fine but i need to be able then drill into the ticket id to view the content<\/p><p>\u00a0<\/p><p>Is this possible or can it be added as an enhancement request please<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/analytics-report-on-agent-activity-40392","creationDate":"2024-10-24T11:02:50+0000","relativeCreationDate":"30 days ago"},"isTopicUnread":true,"privateId":10589,"id":40392,"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\/analytics-report-on-agent-activity-40392","title":"Analytics report on Agent activity","lastPost":{"id":15674,"author":{"id":51541,"url":"\/members\/qaimko02-51541","name":"qaimko02","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\/analytics-reports-dashboards-11351\/analytics-report-on-agent-activity-40392?postid=99972#post99972","creationDate":"2024-11-22T16:20:20+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":40392,"author":{"id":15536,"url":"\/members\/paula-kirby-15536","name":"paula.kirby","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":"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":"<p>I need to be able to report on activities created by Agents.\u00a0 Filters should be by Agent, Date and client<\/p><p>Header level is fine but i need to be able then drill into the ticket id to view the content<\/p><p>\u00a0<\/p><p>Is this possible or can it be added as an enhancement request please<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/analytics-report-on-agent-activity-40392","creationDate":"2024-10-24T11:02:50+0000","relativeCreationDate":"30 days ago"},"numberOfViews":27,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15674"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40392 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Analytics report on Agent activity" href="https://community.freshworks.com/analytics-reports-dashboards-11351/analytics-report-on-agent-activity-40392"></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/paula-kirby-15536" rel="noreferrer"><div class="default-avatar avatar-variant-6">P</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/paula-kirby-15536">paula.kirby</a></span><span class="user-title text--meta">Contributor</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>asked in</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 href="https://community.freshworks.com/analytics-reports-dashboards-11351/analytics-report-on-agent-activity-40392" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Analytics report on Agent activity</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><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/analytics-report-on-agent-activity-40392">I need to be able to report on activities created by Agents. Filters should be by Agent, Date and clientHeader level is fine but i need to be able then drill into the ticket id to view the content Is this possible or can it be added as an enhancement request please</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/analytics-report-on-agent-activity-40392"><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">27</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-reports-dashboards-11351/analytics-report-on-agent-activity-40392?postid=99972#post99972"><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">4</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/qaimko02-51541" rel="noreferrer"><div class="default-avatar avatar-variant-1">Q</div><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><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-reports-dashboards-11351/analytics-report-on-agent-activity-40392?postid=99972#post99972"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":40749,"author":{"id":59350,"url":"\/members\/paulofreedx-59350","name":"PauloFreedX","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 all<\/p><p>\u00a0<\/p><p>I am configuring my analytics dashboard for conversations now, the \u201csatisfactory conversations\u201d widget does not fit what I need, since it calculates de percentage of satisfactory conversations on the total conversations had - so conversation in which the customer do not reply impact the metric.\u00a0<\/p><p>\u00a0<\/p><p>In all other organizations I have worked before, CSAT %\u00a0is only calculated the replied surveys, that is:<\/p><p>If I had 100 conversations, 2 surveys replied, 1 survey positive, my CSAT % should be 50% - as the calculation is: ( 1\/2)*100 = 50)\u00a0<\/p><p>The metric on freshchat, however, will return the CSAT % is 1% - as their calculation is: (1\/100)*100= 1<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>I\u2019ve contacted support as well as our onboarding and they seem to tell me it is not possible to calculate CSAT as I wanted. I find that hard to accept because CSAT% is a <strong>very basic\u00a0<\/strong>Customer Support metric and in my 6 years as a Support Manager I never saw it being calculated any different from what I am expecting - and we have other 3 managers in the team that all agree with me, so I find hard to believe that I am the first person to face this issue.<\/p><p>\u00a0<\/p><p>Has anyone being able to set the proper CSAT % calculation in the analytics for conversations? I tried to build something using the Custom\u00a0Metrics, but it is very hard to use that feature and I keep getting errors in the syntax.<\/p><p>\u00a0<\/p><p>Best Regards,<\/p><p>Paulo<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/csat-only-on-rated-surveys-40749","creationDate":"2024-11-22T15:09:06+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":10782,"id":40749,"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\/csat-only-on-rated-surveys-40749","title":"CSAT only on Rated Surveys","lastPost":{"id":40749,"author":{"id":59350,"url":"\/members\/paulofreedx-59350","name":"PauloFreedX","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 all<\/p><p>\u00a0<\/p><p>I am configuring my analytics dashboard for conversations now, the \u201csatisfactory conversations\u201d widget does not fit what I need, since it calculates de percentage of satisfactory conversations on the total conversations had - so conversation in which the customer do not reply impact the metric.\u00a0<\/p><p>\u00a0<\/p><p>In all other organizations I have worked before, CSAT %\u00a0is only calculated the replied surveys, that is:<\/p><p>If I had 100 conversations, 2 surveys replied, 1 survey positive, my CSAT % should be 50% - as the calculation is: ( 1\/2)*100 = 50)\u00a0<\/p><p>The metric on freshchat, however, will return the CSAT % is 1% - as their calculation is: (1\/100)*100= 1<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>I\u2019ve contacted support as well as our onboarding and they seem to tell me it is not possible to calculate CSAT as I wanted. I find that hard to accept because CSAT% is a <strong>very basic\u00a0<\/strong>Customer Support metric and in my 6 years as a Support Manager I never saw it being calculated any different from what I am expecting - and we have other 3 managers in the team that all agree with me, so I find hard to believe that I am the first person to face this issue.<\/p><p>\u00a0<\/p><p>Has anyone being able to set the proper CSAT % calculation in the analytics for conversations? I tried to build something using the Custom\u00a0Metrics, but it is very hard to use that feature and I keep getting errors in the syntax.<\/p><p>\u00a0<\/p><p>Best Regards,<\/p><p>Paulo<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/csat-only-on-rated-surveys-40749","creationDate":"2024-11-22T15:09:06+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":40749,"author":{"id":59350,"url":"\/members\/paulofreedx-59350","name":"PauloFreedX","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 all<\/p><p>\u00a0<\/p><p>I am configuring my analytics dashboard for conversations now, the \u201csatisfactory conversations\u201d widget does not fit what I need, since it calculates de percentage of satisfactory conversations on the total conversations had - so conversation in which the customer do not reply impact the metric.\u00a0<\/p><p>\u00a0<\/p><p>In all other organizations I have worked before, CSAT %\u00a0is only calculated the replied surveys, that is:<\/p><p>If I had 100 conversations, 2 surveys replied, 1 survey positive, my CSAT % should be 50% - as the calculation is: ( 1\/2)*100 = 50)\u00a0<\/p><p>The metric on freshchat, however, will return the CSAT % is 1% - as their calculation is: (1\/100)*100= 1<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>I\u2019ve contacted support as well as our onboarding and they seem to tell me it is not possible to calculate CSAT as I wanted. I find that hard to accept because CSAT% is a <strong>very basic\u00a0<\/strong>Customer Support metric and in my 6 years as a Support Manager I never saw it being calculated any different from what I am expecting - and we have other 3 managers in the team that all agree with me, so I find hard to believe that I am the first person to face this issue.<\/p><p>\u00a0<\/p><p>Has anyone being able to set the proper CSAT % calculation in the analytics for conversations? I tried to build something using the Custom\u00a0Metrics, but it is very hard to use that feature and I keep getting errors in the syntax.<\/p><p>\u00a0<\/p><p>Best Regards,<\/p><p>Paulo<\/p>","url":"https:\/\/community.freshworks.com\/analytics-11348\/csat-only-on-rated-surveys-40749","creationDate":"2024-11-22T15:09:06+0000","relativeCreationDate":"1 day ago"},"numberOfViews":1,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"0"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40749 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to CSAT only on Rated Surveys" href="https://community.freshworks.com/analytics-11348/csat-only-on-rated-surveys-40749"></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/paulofreedx-59350" rel="noreferrer"><div class="default-avatar avatar-variant-0">P</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/paulofreedx-59350">PauloFreedX</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>asked in</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 href="https://community.freshworks.com/analytics-11348/csat-only-on-rated-surveys-40749" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">CSAT only on Rated Surveys</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><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/csat-only-on-rated-surveys-40749">Hi all I am configuring my analytics dashboard for conversations now, the “satisfactory conversations” widget does not fit what I need, since it calculates de percentage of satisfactory conversations on the total conversations had - so conversation in which the customer do not reply impact the metric. In all other organizations I have worked before, CSAT % is only calculated the replied surveys, that is:If I had 100 conversations, 2 surveys replied, 1 survey positive, my CSAT % should be 50% - as the calculation is: ( 1/2)*100 = 50) The metric on freshchat, however, will return the CSAT % is 1% - as their calculation is: (1/100)*100= 1 I’ve contacted support as well as our onboarding and they seem to tell me it is not possible to calculate CSAT as I wanted. I find that hard to accept because CSAT% is a very basic Customer Support metric and in my 6 years as a Support Manager I never saw it being calculated any different from what I am expecting - and we have other 3 managers in the t</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/csat-only-on-rated-surveys-40749"><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-11348/csat-only-on-rated-surveys-40749"><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/paulofreedx-59350" rel="noreferrer"><div class="default-avatar avatar-variant-0">P</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><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/csat-only-on-rated-surveys-40749"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":21183,"author":{"id":31025,"url":"\/members\/bigshooter-31025","name":"bigshooter","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 All,<\/p><p>I would like to include an admin account in my Freshdesk instance that is there simply as the account admin.\u00a0 It would not perform agent duties.\u00a0 From what I can tell this basic admin account eats up one of my licenses.<\/p><p>Is it possible to have an admin account without an agent role that won\u2019t eat up and agent license?\u00a0 This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)<\/p>","url":"https:\/\/community.freshworks.com\/how-do-i-11344\/admin-account-that-does-not-eat-an-agent-license-21183","creationDate":"2021-04-29T21:53:38+0000","relativeCreationDate":"3 years ago"},"isTopicUnread":true,"privateId":1042,"id":21183,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"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\/admin-account-that-does-not-eat-an-agent-license-21183","title":"Admin account that does not eat an agent license","lastPost":{"id":15673,"author":{"id":13322,"url":"\/members\/joe-13322-13322","name":"joe_13322","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":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"}],"isBanned":false},"content":"","url":"https:\/\/community.freshworks.com\/how-do-i-11344\/admin-account-that-does-not-eat-an-agent-license-21183?postid=99967#post99967","creationDate":"2024-11-22T15:02:14+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":21183,"author":{"id":31025,"url":"\/members\/bigshooter-31025","name":"bigshooter","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 All,<\/p><p>I would like to include an admin account in my Freshdesk instance that is there simply as the account admin.\u00a0 It would not perform agent duties.\u00a0 From what I can tell this basic admin account eats up one of my licenses.<\/p><p>Is it possible to have an admin account without an agent role that won\u2019t eat up and agent license?\u00a0 This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)<\/p>","url":"https:\/\/community.freshworks.com\/how-do-i-11344\/admin-account-that-does-not-eat-an-agent-license-21183","creationDate":"2021-04-29T21:53:38+0000","relativeCreationDate":"3 years ago"},"numberOfViews":596,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"15673"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-21183 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Admin account that does not eat an agent license" href="https://community.freshworks.com/how-do-i-11344/admin-account-that-does-not-eat-an-agent-license-21183"></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/bigshooter-31025" rel="noreferrer"><div class="default-avatar avatar-variant-5">B</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/bigshooter-31025">bigshooter</a></span><span class="user-title text--meta">Apprentice</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>asked in</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 href="https://community.freshworks.com/how-do-i-11344/admin-account-that-does-not-eat-an-agent-license-21183" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Admin account that does not eat an agent license</a><div class="tooltip tooltip--day tooltip--thread-type" title="Solved"><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/how-do-i-11344/admin-account-that-does-not-eat-an-agent-license-21183">Hi All,I would like to include an admin account in my Freshdesk instance that is there simply as the account admin. It would not perform agent duties. From what I can tell this basic admin account eats up one of my licenses.Is it possible to have an admin account without an agent role that won’t eat up and agent license? This is similar to how office365 works, I can have admin accounts with not mailboxes tied to them ( the feature that eats a license)</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/admin-account-that-does-not-eat-an-agent-license-21183"><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">596</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/how-do-i-11344/admin-account-that-does-not-eat-an-agent-license-21183?postid=99967#post99967"><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">3</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/joe-13322-13322" rel="noreferrer"><div class="default-avatar avatar-variant-2">J</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><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/how-do-i-11344/admin-account-that-does-not-eat-an-agent-license-21183?postid=99967#post99967"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":40748,"author":{"id":59342,"url":"\/members\/babupers-59342","name":"babupers","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ccd94c70-24b4-4ef6-ab6f-05b7eb3ddac6.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>I am trying to call\u00a0<strong>api\/v2\/projects\u00a0<\/strong>api endpoint to work on Project Managment from API. But I am getting the following error.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bb719467-71b0-439c-b783-40d2961be04e.png\" \/><\/figure><p>Note: I am in the Enterprise plan.<\/p><p>Can some one help, please?<\/p><p>Thank you.<\/p>","url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/project-management-api-error-40748","creationDate":"2024-11-22T13:40:28+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":10781,"id":40748,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"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\/project-management-api-error-40748","title":"Project Management API error","lastPost":{"id":40748,"author":{"id":59342,"url":"\/members\/babupers-59342","name":"babupers","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ccd94c70-24b4-4ef6-ab6f-05b7eb3ddac6.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>I am trying to call\u00a0<strong>api\/v2\/projects\u00a0<\/strong>api endpoint to work on Project Managment from API. But I am getting the following error.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bb719467-71b0-439c-b783-40d2961be04e.png\" \/><\/figure><p>Note: I am in the Enterprise plan.<\/p><p>Can some one help, please?<\/p><p>Thank you.<\/p>","url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/project-management-api-error-40748","creationDate":"2024-11-22T13:40:28+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":40748,"author":{"id":59342,"url":"\/members\/babupers-59342","name":"babupers","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/ccd94c70-24b4-4ef6-ab6f-05b7eb3ddac6.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>I am trying to call\u00a0<strong>api\/v2\/projects\u00a0<\/strong>api endpoint to work on Project Managment from API. But I am getting the following error.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bb719467-71b0-439c-b783-40d2961be04e.png\" \/><\/figure><p>Note: I am in the Enterprise plan.<\/p><p>Can some one help, please?<\/p><p>Thank you.<\/p>","url":"https:\/\/community.freshworks.com\/project-and-workload-11412\/project-management-api-error-40748","creationDate":"2024-11-22T13:40:28+0000","relativeCreationDate":"1 day ago"},"numberOfViews":2,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"0"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40748 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Project Management API error" href="https://community.freshworks.com/project-and-workload-11412/project-management-api-error-40748"></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/babupers-59342" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/ccd94c70-24b4-4ef6-ab6f-05b7eb3ddac6.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/ccd94c70-24b4-4ef6-ab6f-05b7eb3ddac6.png" style="width: 100%;" title alt="babupers" /><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/babupers-59342">babupers</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>asked in</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 href="https://community.freshworks.com/project-and-workload-11412/project-management-api-error-40748" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Project Management API error</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><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/project-and-workload-11412/project-management-api-error-40748">I am trying to call api/v2/projects api endpoint to work on Project Managment from API. But I am getting the following error.Note: I am in the Enterprise plan.Can some one help, please?Thank you.</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/project-management-api-error-40748"><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">2</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/project-and-workload-11412/project-management-api-error-40748"><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/babupers-59342" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/ccd94c70-24b4-4ef6-ab6f-05b7eb3ddac6.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/ccd94c70-24b4-4ef6-ab6f-05b7eb3ddac6.png" style="width: 100%;" title alt="babupers" /><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/project-and-workload-11412/project-management-api-error-40748"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":40741,"author":{"id":58852,"url":"\/members\/johnpainter-58852","name":"JohnPainter","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":[{"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>Hiya,<\/p><p>I need some help around Dashboards, please. I want to create a new dashboard where the widget can point to a report\/reports I have created.\u00a0<br \/><br \/>I have the following reports that I want to use on the dashboard<\/p><ul><li>Report that shows tickets that have not been responded to where 1 hour has passed<\/li>\t<li>Report that shows all current outstanding tickets (with specific filters around status)<\/li>\t<li>Report that shows all tickets over 30 days old<\/li><\/ul><p>When I create the dashboard and add a widget, all I get are the inbuilt choices, nothing seems to point to using a report as the data, or to have the same analytic choices\/filters to display the above report info.<br \/><br \/>Can anyone kindly point me the right way on how to achieve this, please?<br \/><br \/>Thanks<\/p><p>\u200b\u200b\u200b\u200b\u200b\u200b\u200b<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-new-dashboard-using-analytic-report-information-40741","creationDate":"2024-11-22T11:36:09+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":19768,"id":40741,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"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-new-dashboard-using-analytic-report-information-40741","title":"Creating a new Dashboard, using analytic report information","lastPost":{"id":36588,"author":{"id":50904,"url":"\/members\/robcrosshm-50904","name":"RobCrossHM","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5bdddc94-2127-45c1-bdc4-0e366126a7fa.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3,"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":"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\/analytics-reports-dashboards-11351\/creating-a-new-dashboard-using-analytic-report-information-40741?postid=99962#post99962","creationDate":"2024-11-22T12:08:52+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":40741,"author":{"id":58852,"url":"\/members\/johnpainter-58852","name":"JohnPainter","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":[{"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>Hiya,<\/p><p>I need some help around Dashboards, please. I want to create a new dashboard where the widget can point to a report\/reports I have created.\u00a0<br \/><br \/>I have the following reports that I want to use on the dashboard<\/p><ul><li>Report that shows tickets that have not been responded to where 1 hour has passed<\/li>\t<li>Report that shows all current outstanding tickets (with specific filters around status)<\/li>\t<li>Report that shows all tickets over 30 days old<\/li><\/ul><p>When I create the dashboard and add a widget, all I get are the inbuilt choices, nothing seems to point to using a report as the data, or to have the same analytic choices\/filters to display the above report info.<br \/><br \/>Can anyone kindly point me the right way on how to achieve this, please?<br \/><br \/>Thanks<\/p><p>\u200b\u200b\u200b\u200b\u200b\u200b\u200b<\/p>","url":"https:\/\/community.freshworks.com\/analytics-reports-dashboards-11351\/creating-a-new-dashboard-using-analytic-report-information-40741","creationDate":"2024-11-22T11:36:09+0000","relativeCreationDate":"1 day ago"},"numberOfViews":17,"contentType":"conversation","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"36588"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40741 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Creating a new Dashboard, using analytic report information" href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-new-dashboard-using-analytic-report-information-40741"></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/johnpainter-58852" rel="noreferrer"><div class="default-avatar avatar-variant-2">J</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/johnpainter-58852">JohnPainter</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>posted in</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 href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-new-dashboard-using-analytic-report-information-40741" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Creating a new Dashboard, using analytic report information</a></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-new-dashboard-using-analytic-report-information-40741">Hiya,I need some help around Dashboards, please. I want to create a new dashboard where the widget can point to a report/reports I have created. I have the following reports that I want to use on the dashboardReport that shows tickets that have not been responded to where 1 hour has passed Report that shows all current outstanding tickets (with specific filters around status) Report that shows all tickets over 30 days oldWhen I create the dashboard and add a widget, all I get are the inbuilt choices, nothing seems to point to using a report as the data, or to have the same analytic choices/filters to display the above report info.Can anyone kindly point me the right way on how to achieve this, please?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">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-new-dashboard-using-analytic-report-information-40741"><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" 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class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":40557,"author":{"id":20398,"url":"\/members\/subhikshaa-ganesh-20398","name":"subhikshaa.ganesh","avatar":"","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":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":"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":"Smooth talker (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7c912584-bbcb-402a-8c25-f17001af0ebf_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":"<div class=\"widget-toc\"><ul><li><a href=\"#New+Features+and+Enhancements\">New Features and Enhancements<\/a><\/li>\t<li><a href=\"#Upcoming+Features+and+Enhancements\">Upcoming Features and Enhancements<\/a><\/li>\t<li><a href=\"#Bug+fixes\">Bug fixes<\/a><\/li><\/ul><\/div><h2 id=\"New+Features+and+Enhancements\"><span style=\"color:#000000;\"><strong>New Features and Enhancements<\/strong><\/span><\/h2><div><p>\u00a0<\/p><table><tbody><tr><td style=\"width:662px;\">\t\t\t<p style=\"text-align:center;\"><span style=\"color:#000000;\">All features and enhancements below will be available to all customers from October 31, 2024.<\/span><\/p>\t\t\t<\/td>\t\t<\/tr><\/tbody><\/table><\/div><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>New Curated Reports<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Access advanced filters and segmenting, pre-built widgets to consolidate ticketing data, agent performance, customer analysis, and other key metrics.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/50000010308-introducing-new-curated-reports-for-better-insights\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p style=\"text-align:center;\"><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong><img alt=\"AD_4nXdJ6k54Mf4GrTj2L0vjwseWerv09ugab2F7qQmmZbbDvAt_OsoW4-o7Tfy1nF24vpQ8LzLWtx13kavfLtm6ASPeMtv9zuF7YWaT102wYDZAsnILoOlB5DbuasQw7wyBkbRx5X_2Iw?key=T7xEplGKIC-a05oHp9aeFg\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXdJ6k54Mf4GrTj2L0vjwseWerv09ugab2F7qQmmZbbDvAt_OsoW4-o7Tfy1nF24vpQ8LzLWtx13kavfLtm6ASPeMtv9zuF7YWaT102wYDZAsnILoOlB5DbuasQw7wyBkbRx5X_2Iw?key=T7xEplGKIC-a05oHp9aeFg\" width=\"685\" \/><\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Introducing Freshworks - BigCommerce Integration<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Connect your BigCommerce store with Freshworks to provide real-time, personalized support. Access order history, payment, and shipping details instantly to deliver faster, smarter customer service.<\/span><\/p><p><span style=\"color:#000000;\"><strong>More details <\/strong><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/50000010268-integrate-freshdesk-with-bigcommerce\"><span style=\"color:#1155cc;\"><strong><u>here<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"><strong>.<\/strong><\/span><\/p><p style=\"text-align:center;\"><span style=\"color:#000000;\"><strong><img alt=\"AD_4nXfCveYolQ0A452YhdBntb15uiWOtgCXiXzhJs4PWihi6vroEUtpDRngb_xowgQC8aQDSjGx2uwK_8cyft5uDPWoiG75Pqs0D9p8hQSGE8c7f8JgmD1gGWh0Oaa6s1KkHQm4eAk7eA?key=T7xEplGKIC-a05oHp9aeFg\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXfCveYolQ0A452YhdBntb15uiWOtgCXiXzhJs4PWihi6vroEUtpDRngb_xowgQC8aQDSjGx2uwK_8cyft5uDPWoiG75Pqs0D9p8hQSGE8c7f8JgmD1gGWh0Oaa6s1KkHQm4eAk7eA?key=T7xEplGKIC-a05oHp9aeFg\" width=\"686\" \/><\/strong><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Zoom Phone for Freshchat &amp; Freshdesk<\/strong><\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Enable customers to use Zoom Phone within Freshchat and Freshdesk, allowing seamless call handling that automatically creates conversations in Freshchat and tickets in Freshdesk.<\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/50000010204-integrate-zoom-phone-with-freshdesk\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Customize reports with Analytics upgrades\u00a0<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Sort report columns, create custom metrics across modules, export or download reports in XLS format, and much more.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/50000001030-applying-filters-at-a-widget-level-in-analytics\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Role-based access to org-wide dashboards<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Grant users access to team-level dashboards alongside individual analytics, empowering teams to view organization-wide ticket data and insights.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/support\/solutions\/articles\/234371-team-dashboards-setup-and-functionality\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Curated Report for Sentiment Analysis<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Admins can access a curated report showing how many tickets began or ended with negative, positive, or neutral sentiment, along with insights on how agents improved customer sentiment.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/support\/solutions\/articles\/50000009489-sentiment-analysis-prioritize-tickets-based-on-customer-sentiments\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Curated Automation Templates\u00a0<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Admins can now explore curated automation templates by use-case in the new \u2018Explore Templates\u2019 section. Templates are categorized and include higher-plan options (view only).<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/207276-overview-of-automation-rules\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>\u2018Time Triggers' has been renamed to 'Hourly Triggers'<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Improve usability for admins configuring Hourly Triggers, ensuring a better understanding of how actions will execute based on the selected conditions.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/207276-overview-of-automation-rules\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Email inbox improvements<\/strong><\/span><\/p><p><span style=\"color:#000000;\">The email inbox experience is being improved:<\/span><\/p><p><span style=\"color:#000000;\">1. List of all ticket views will remain sticky by default.<\/span><\/p><p><span style=\"color:#000000;\">2. Filters will be collapsed by default.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/37559-understand-the-ticket-list-view\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Simplified support email setup<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Easily set up your support email with clear, guided steps. Configure Outlook, custom servers, or Freshdesk\u2019s email hassle-free.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/37541-setting-up-your-support-email\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Streamlined agent onboarding<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Our latest update simplifies agent onboarding, providing step-by-step guidance on ticket management from the start and ensuring an efficient experience.<\/span><\/p><p>\u00a0<\/p><h2 id=\"Upcoming+Features+and+Enhancements\"><span style=\"color:#000000;\"><strong>Upcoming Features and Enhancements<\/strong><\/span><\/h2><div><p>\u00a0<\/p><table><tbody><tr><td style=\"width:623px;\">\t\t\t<p style=\"text-align:center;\"><span style=\"color:#000000;\">All features and enhancements below are coming soon to customers.<\/span><\/p>\t\t\t<\/td>\t\t<\/tr><\/tbody><\/table><\/div><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>New Dynamic Signature App for Freshdesk<\/strong><\/span><\/p><p><span style=\"color:#000000;\">The new Dynamic Signature App automatically applies signatures on new email pages, tailored to specific products or use cases, streamlining agent responses and workflows with minimal effort.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>New Jira integration for Freshdesk\u2028<\/strong><\/span><\/p><p><span style=\"color:#000000;\">The new Jira app offers better performance by upgrading to the latest Jira APIs. Its revamped interface also improves your team's user experience.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>New MS Teams integration for Freshdesk<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Updates to tickets are added as threaded responses in MS Teams, making it easier for agents to manage conversations. It also offers an automated setup process for admins.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Enhanced Content Assistance for agents<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Agent's input text formatting now stays the same when using Rephrase, Tone Enhancer, and Expand, making content updates smoother and easier.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Overview of Freddy Copilot Usage<\/strong><\/span><\/p><p><span style=\"color:#000000;\">View Freddy AI usage in Admin Settings, including assigned Copilot licenses, usage frequency, and the number of agents using at least one Freddy feature.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Updates to Automation templates<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Agents can use a new search feature to find curated templates for their use cases. Plus, a new rule-creation experience that includes clear visual cues for selection.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Streamlined Scenario Automation<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Our enhanced scenario automation combines multiple actions into a single step, simplifying workflows, boosting efficiency, and minimizing manual effort in repetitive tasks.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>New status for undelivered tickets<\/strong><\/span><\/p><p><span style=\"color:#000000;\">When a ticket delivery fails, you will see a new undelivered status on Freshdesk that will be updated upon delivery. If all attempts fail, Freshdesk will show an 'Undelivered' tag to help you track delivery more effectively.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Improved email threading with enhanced automations<\/strong><\/span><\/p><p><span style=\"color:#000000;\">When setting up the ' Send email to requester' automation rule, you can choose whether the rule sends a new email or adds a response to an existing thread.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Add multiple 'To' addresses<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Customers can soon add multiple recipients in the 'To Email' field.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Email inbox improvements<\/strong><\/span><\/p><p><span style=\"color:#000000;\">We\u2019re making it easier for agents to transition from email to Freshdesk and manage support tickets efficiently<\/span><\/p><p><span style=\"color:#000000;\">1. The ticket count will be displayed for each favorite view.\u00a0<\/span><\/p><p><span style=\"color:#000000;\">2. In addition to the existing Card and Table views, agents can soon view tickets in the Inbox view.<\/span><\/p><p style=\"text-align:center;\"><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong><img alt=\"AD_4nXeEyqsP3wS_wr6jw3CO_fVGOdBloPdzb32TdWZepIqW0seXqicwjKgB5i0GIjZuBZwSBNbL99jd-ftAQCjbIRBIVBsYW2Ib178ytu1xwMwI62Vt1cxucwK9mkGawUAt-WnSf7ww?key=T7xEplGKIC-a05oHp9aeFg\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXeEyqsP3wS_wr6jw3CO_fVGOdBloPdzb32TdWZepIqW0seXqicwjKgB5i0GIjZuBZwSBNbL99jd-ftAQCjbIRBIVBsYW2Ib178ytu1xwMwI62Vt1cxucwK9mkGawUAt-WnSf7ww?key=T7xEplGKIC-a05oHp9aeFg\" width=\"695\" \/><\/strong><\/span><\/span><\/p><p>\u00a0<\/p><h2 id=\"Bug+fixes\"><span style=\"color:#000000;\"><strong>Bug fixes<\/strong><\/span><\/h2><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong><em>These were the bugs detected, and they\u2019ve now been fixed.<\/em><\/strong><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Agent experience bugs<\/strong><\/span><\/p><ol><li><span style=\"color:#000000;\">Some agents found that filters show incorrect results when the same dropdown value was present in multiple fields.<\/span><\/li>\t<li><span style=\"color:#000000;\">Some agents observed a timeout issue when trying to load certain tickets.<\/span><\/li>\t<li><span style=\"color:#000000;\">Agents in the US region noticed that failed outbound emails aren\u2019t marked as undelivered.<\/span><\/li>\t<li><span style=\"color:#000000;\">Agents observed that replying to a ticket adds all email addresses in the To and CC fields from previous replies, rather than the emails only from the most recent message.<\/span><\/li>\t<li><span style=\"color:#000000;\">Updating a company\u2019s Description field clears its Domains field.<\/span><\/li>\t<li><span style=\"color:#000000;\">Navigating to a solution article or folder using the agent-side link keeps redirecting the customer to a login page.<\/span><\/li><\/ol><p><span style=\"color:#000000;\"><strong>Admin experience bugs<\/strong><\/span><\/p><ol><li><span style=\"color:#000000;\">When upgrading an agent to an Administrator role in Freshdesk Omni, the corresponding role label in Freshdesk doesn\u2019t update.<\/span><\/li>\t<li><span style=\"color:#000000;\">After making a payment with auto-recharge enabled, the number of available Freddy Bot Sessions is incorrectly reduced by 500.<\/span><\/li>\t<li><span style=\"color:#000000;\">When upgrading to a higher plan via Chargebee while on a trial, the features of the higher plan are unavailable in the account.<\/span><\/li>\t<li><span style=\"color:#000000;\">Applying a discount coupon on the Billing page displays an incorrect total amount.<\/span><\/li>\t<li><span style=\"color:#000000;\">Downgrading to the Free plan via Chargebee while having additional agent licenses results in an agent limit mismatch between Chargebee and Freshdesk.<\/span><\/li>\t<li><span style=\"color:#000000;\">Trial customers have an agent limit mismatch between Freshdesk and Chargebee.<\/span><\/li>\t<li><span style=\"color:#000000;\">Freddy Copilot licenses are incorrectly applied in Freshdesk Omni.<\/span><\/li>\t<li><span style=\"color:#000000;\">For accounts with several million tags or more, the account sandbox fails to build.<\/span><\/li>\t<li><span style=\"color:#000000;\">Switching off the Freddy Copilot add on does not clean up user roles, causing an issue with agent creation.<\/span><\/li>\t<li><span style=\"color:#000000;\">Freddy Copilot features are incorrectly removed when switching to the Pro plan trial.<\/span><\/li>\t<li><span style=\"color:#000000;\">Exporting ticket activities sometimes yields incorrect logs due to a file name fetching issue.<\/span><\/li>\t<li><span style=\"color:#000000;\">Exporting tickets sometimes fails in email delivery due to an Account ID mismatch.<\/span><\/li><\/ol><p><span style=\"color:#000000;\"><strong>Analytics, Dashboard, and API bugs<\/strong><\/span><\/p><ol><li><span style=\"color:#000000;\">Merging a child ticket with a CSAT value doesn\u2019t reflect the CSAT value in the primary ticket in analytics.<\/span><\/li><\/ol><p><span style=\"color:#000000;\">Cheers!<\/span><\/p>","url":"https:\/\/community.freshworks.com\/product-updates\/freshdesk-release-notes-october-2024-40557","creationDate":"2024-11-07T11:04:08+0000","relativeCreationDate":"16 days ago"},"isTopicUnread":true,"privateId":935,"id":40557,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":0,"isIdeation":false,"url":"","title":"","description":""},"url":"https:\/\/community.freshworks.com\/product-updates\/freshdesk-release-notes-october-2024-40557","title":"Freshdesk Release Notes - October 2024","lastPost":{"id":2726,"author":{"id":59340,"url":"\/members\/instapro-59340","name":"Instapro","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8ec11721-81dd-4298-a2f2-ff121e7f1fd6.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\/product-updates\/freshdesk-release-notes-october-2024-40557?postid=2726#post2726","creationDate":"2024-11-22T12:03:22+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":2,"relevantPost":{"id":40557,"author":{"id":20398,"url":"\/members\/subhikshaa-ganesh-20398","name":"subhikshaa.ganesh","avatar":"","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":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":"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":"Smooth talker (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7c912584-bbcb-402a-8c25-f17001af0ebf_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":"<div class=\"widget-toc\"><ul><li><a href=\"#New+Features+and+Enhancements\">New Features and Enhancements<\/a><\/li>\t<li><a href=\"#Upcoming+Features+and+Enhancements\">Upcoming Features and Enhancements<\/a><\/li>\t<li><a href=\"#Bug+fixes\">Bug fixes<\/a><\/li><\/ul><\/div><h2 id=\"New+Features+and+Enhancements\"><span style=\"color:#000000;\"><strong>New Features and Enhancements<\/strong><\/span><\/h2><div><p>\u00a0<\/p><table><tbody><tr><td style=\"width:662px;\">\t\t\t<p style=\"text-align:center;\"><span style=\"color:#000000;\">All features and enhancements below will be available to all customers from October 31, 2024.<\/span><\/p>\t\t\t<\/td>\t\t<\/tr><\/tbody><\/table><\/div><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>New Curated Reports<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Access advanced filters and segmenting, pre-built widgets to consolidate ticketing data, agent performance, customer analysis, and other key metrics.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/50000010308-introducing-new-curated-reports-for-better-insights\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p style=\"text-align:center;\"><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong><img alt=\"AD_4nXdJ6k54Mf4GrTj2L0vjwseWerv09ugab2F7qQmmZbbDvAt_OsoW4-o7Tfy1nF24vpQ8LzLWtx13kavfLtm6ASPeMtv9zuF7YWaT102wYDZAsnILoOlB5DbuasQw7wyBkbRx5X_2Iw?key=T7xEplGKIC-a05oHp9aeFg\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXdJ6k54Mf4GrTj2L0vjwseWerv09ugab2F7qQmmZbbDvAt_OsoW4-o7Tfy1nF24vpQ8LzLWtx13kavfLtm6ASPeMtv9zuF7YWaT102wYDZAsnILoOlB5DbuasQw7wyBkbRx5X_2Iw?key=T7xEplGKIC-a05oHp9aeFg\" width=\"685\" \/><\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Introducing Freshworks - BigCommerce Integration<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Connect your BigCommerce store with Freshworks to provide real-time, personalized support. Access order history, payment, and shipping details instantly to deliver faster, smarter customer service.<\/span><\/p><p><span style=\"color:#000000;\"><strong>More details <\/strong><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/50000010268-integrate-freshdesk-with-bigcommerce\"><span style=\"color:#1155cc;\"><strong><u>here<\/u><\/strong><\/span><\/a><span style=\"color:#000000;\"><strong>.<\/strong><\/span><\/p><p style=\"text-align:center;\"><span style=\"color:#000000;\"><strong><img alt=\"AD_4nXfCveYolQ0A452YhdBntb15uiWOtgCXiXzhJs4PWihi6vroEUtpDRngb_xowgQC8aQDSjGx2uwK_8cyft5uDPWoiG75Pqs0D9p8hQSGE8c7f8JgmD1gGWh0Oaa6s1KkHQm4eAk7eA?key=T7xEplGKIC-a05oHp9aeFg\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXfCveYolQ0A452YhdBntb15uiWOtgCXiXzhJs4PWihi6vroEUtpDRngb_xowgQC8aQDSjGx2uwK_8cyft5uDPWoiG75Pqs0D9p8hQSGE8c7f8JgmD1gGWh0Oaa6s1KkHQm4eAk7eA?key=T7xEplGKIC-a05oHp9aeFg\" width=\"686\" \/><\/strong><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>Zoom Phone for Freshchat &amp; Freshdesk<\/strong><\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Enable customers to use Zoom Phone within Freshchat and Freshdesk, allowing seamless call handling that automatically creates conversations in Freshchat and tickets in Freshdesk.<\/span><\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/50000010204-integrate-zoom-phone-with-freshdesk\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Customize reports with Analytics upgrades\u00a0<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Sort report columns, create custom metrics across modules, export or download reports in XLS format, and much more.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/50000001030-applying-filters-at-a-widget-level-in-analytics\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Role-based access to org-wide dashboards<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Grant users access to team-level dashboards alongside individual analytics, empowering teams to view organization-wide ticket data and insights.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/support\/solutions\/articles\/234371-team-dashboards-setup-and-functionality\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Curated Report for Sentiment Analysis<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Admins can access a curated report showing how many tickets began or ended with negative, positive, or neutral sentiment, along with insights on how agents improved customer sentiment.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/support\/solutions\/articles\/50000009489-sentiment-analysis-prioritize-tickets-based-on-customer-sentiments\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Curated Automation Templates\u00a0<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Admins can now explore curated automation templates by use-case in the new \u2018Explore Templates\u2019 section. Templates are categorized and include higher-plan options (view only).<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/207276-overview-of-automation-rules\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>\u2018Time Triggers' has been renamed to 'Hourly Triggers'<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Improve usability for admins configuring Hourly Triggers, ensuring a better understanding of how actions will execute based on the selected conditions.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/207276-overview-of-automation-rules\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Email inbox improvements<\/strong><\/span><\/p><p><span style=\"color:#000000;\">The email inbox experience is being improved:<\/span><\/p><p><span style=\"color:#000000;\">1. List of all ticket views will remain sticky by default.<\/span><\/p><p><span style=\"color:#000000;\">2. Filters will be collapsed by default.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/37559-understand-the-ticket-list-view\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Simplified support email setup<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Easily set up your support email with clear, guided steps. Configure Outlook, custom servers, or Freshdesk\u2019s email hassle-free.<\/span><\/p><p><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>More details <\/strong><\/span><\/span><a href=\"https:\/\/support.freshdesk.com\/en\/support\/solutions\/articles\/37541-setting-up-your-support-email\"><span style=\"color:#1155cc;\"><span style=\"background-color:#ffffff;\"><strong><u>here<\/u><\/strong><\/span><\/span><\/a><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong>.<\/strong><\/span><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Streamlined agent onboarding<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Our latest update simplifies agent onboarding, providing step-by-step guidance on ticket management from the start and ensuring an efficient experience.<\/span><\/p><p>\u00a0<\/p><h2 id=\"Upcoming+Features+and+Enhancements\"><span style=\"color:#000000;\"><strong>Upcoming Features and Enhancements<\/strong><\/span><\/h2><div><p>\u00a0<\/p><table><tbody><tr><td style=\"width:623px;\">\t\t\t<p style=\"text-align:center;\"><span style=\"color:#000000;\">All features and enhancements below are coming soon to customers.<\/span><\/p>\t\t\t<\/td>\t\t<\/tr><\/tbody><\/table><\/div><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>New Dynamic Signature App for Freshdesk<\/strong><\/span><\/p><p><span style=\"color:#000000;\">The new Dynamic Signature App automatically applies signatures on new email pages, tailored to specific products or use cases, streamlining agent responses and workflows with minimal effort.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>New Jira integration for Freshdesk\u2028<\/strong><\/span><\/p><p><span style=\"color:#000000;\">The new Jira app offers better performance by upgrading to the latest Jira APIs. Its revamped interface also improves your team's user experience.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>New MS Teams integration for Freshdesk<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Updates to tickets are added as threaded responses in MS Teams, making it easier for agents to manage conversations. It also offers an automated setup process for admins.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Enhanced Content Assistance for agents<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Agent's input text formatting now stays the same when using Rephrase, Tone Enhancer, and Expand, making content updates smoother and easier.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Overview of Freddy Copilot Usage<\/strong><\/span><\/p><p><span style=\"color:#000000;\">View Freddy AI usage in Admin Settings, including assigned Copilot licenses, usage frequency, and the number of agents using at least one Freddy feature.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Updates to Automation templates<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Agents can use a new search feature to find curated templates for their use cases. Plus, a new rule-creation experience that includes clear visual cues for selection.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Streamlined Scenario Automation<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Our enhanced scenario automation combines multiple actions into a single step, simplifying workflows, boosting efficiency, and minimizing manual effort in repetitive tasks.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>New status for undelivered tickets<\/strong><\/span><\/p><p><span style=\"color:#000000;\">When a ticket delivery fails, you will see a new undelivered status on Freshdesk that will be updated upon delivery. If all attempts fail, Freshdesk will show an 'Undelivered' tag to help you track delivery more effectively.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Improved email threading with enhanced automations<\/strong><\/span><\/p><p><span style=\"color:#000000;\">When setting up the ' Send email to requester' automation rule, you can choose whether the rule sends a new email or adds a response to an existing thread.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Add multiple 'To' addresses<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Customers can soon add multiple recipients in the 'To Email' field.<\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Email inbox improvements<\/strong><\/span><\/p><p><span style=\"color:#000000;\">We\u2019re making it easier for agents to transition from email to Freshdesk and manage support tickets efficiently<\/span><\/p><p><span style=\"color:#000000;\">1. The ticket count will be displayed for each favorite view.\u00a0<\/span><\/p><p><span style=\"color:#000000;\">2. In addition to the existing Card and Table views, agents can soon view tickets in the Inbox view.<\/span><\/p><p style=\"text-align:center;\"><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\"><strong><img alt=\"AD_4nXeEyqsP3wS_wr6jw3CO_fVGOdBloPdzb32TdWZepIqW0seXqicwjKgB5i0GIjZuBZwSBNbL99jd-ftAQCjbIRBIVBsYW2Ib178ytu1xwMwI62Vt1cxucwK9mkGawUAt-WnSf7ww?key=T7xEplGKIC-a05oHp9aeFg\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXeEyqsP3wS_wr6jw3CO_fVGOdBloPdzb32TdWZepIqW0seXqicwjKgB5i0GIjZuBZwSBNbL99jd-ftAQCjbIRBIVBsYW2Ib178ytu1xwMwI62Vt1cxucwK9mkGawUAt-WnSf7ww?key=T7xEplGKIC-a05oHp9aeFg\" width=\"695\" \/><\/strong><\/span><\/span><\/p><p>\u00a0<\/p><h2 id=\"Bug+fixes\"><span style=\"color:#000000;\"><strong>Bug fixes<\/strong><\/span><\/h2><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong><em>These were the bugs detected, and they\u2019ve now been fixed.<\/em><\/strong><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><strong>Agent experience bugs<\/strong><\/span><\/p><ol><li><span style=\"color:#000000;\">Some agents found that filters show incorrect results when the same dropdown value was present in multiple fields.<\/span><\/li>\t<li><span style=\"color:#000000;\">Some agents observed a timeout issue when trying to load certain tickets.<\/span><\/li>\t<li><span style=\"color:#000000;\">Agents in the US region noticed that failed outbound emails aren\u2019t marked as undelivered.<\/span><\/li>\t<li><span style=\"color:#000000;\">Agents observed that replying to a ticket adds all email addresses in the To and CC fields from previous replies, rather than the emails only from the most recent message.<\/span><\/li>\t<li><span style=\"color:#000000;\">Updating a company\u2019s Description field clears its Domains field.<\/span><\/li>\t<li><span style=\"color:#000000;\">Navigating to a solution article or folder using the agent-side link keeps redirecting the customer to a login page.<\/span><\/li><\/ol><p><span style=\"color:#000000;\"><strong>Admin experience bugs<\/strong><\/span><\/p><ol><li><span style=\"color:#000000;\">When upgrading an agent to an Administrator role in Freshdesk Omni, the corresponding role label in Freshdesk doesn\u2019t update.<\/span><\/li>\t<li><span style=\"color:#000000;\">After making a payment with auto-recharge enabled, the number of available Freddy Bot Sessions is incorrectly reduced by 500.<\/span><\/li>\t<li><span style=\"color:#000000;\">When upgrading to a higher plan via Chargebee while on a trial, the features of the higher plan are unavailable in the account.<\/span><\/li>\t<li><span style=\"color:#000000;\">Applying a discount coupon on the Billing page displays an incorrect total amount.<\/span><\/li>\t<li><span style=\"color:#000000;\">Downgrading to the Free plan via Chargebee while having additional agent licenses results in an agent limit mismatch between Chargebee and Freshdesk.<\/span><\/li>\t<li><span style=\"color:#000000;\">Trial customers have an agent limit mismatch between Freshdesk and Chargebee.<\/span><\/li>\t<li><span style=\"color:#000000;\">Freddy Copilot licenses are incorrectly applied in Freshdesk Omni.<\/span><\/li>\t<li><span style=\"color:#000000;\">For accounts with several million tags or more, the account sandbox fails to build.<\/span><\/li>\t<li><span style=\"color:#000000;\">Switching off the Freddy Copilot add on does not clean up user roles, causing an issue with agent creation.<\/span><\/li>\t<li><span style=\"color:#000000;\">Freddy Copilot features are incorrectly removed when switching to the Pro plan trial.<\/span><\/li>\t<li><span style=\"color:#000000;\">Exporting ticket activities sometimes yields incorrect logs due to a file name fetching issue.<\/span><\/li>\t<li><span style=\"color:#000000;\">Exporting tickets sometimes fails in email delivery due to an Account ID mismatch.<\/span><\/li><\/ol><p><span style=\"color:#000000;\"><strong>Analytics, Dashboard, and API bugs<\/strong><\/span><\/p><ol><li><span style=\"color:#000000;\">Merging a child ticket with a CSAT value doesn\u2019t reflect the CSAT value in the primary ticket in analytics.<\/span><\/li><\/ol><p><span style=\"color:#000000;\">Cheers!<\/span><\/p>","url":"https:\/\/community.freshworks.com\/product-updates\/freshdesk-release-notes-october-2024-40557","creationDate":"2024-11-07T11:04:08+0000","relativeCreationDate":"16 days ago"},"numberOfViews":1861,"contentType":"productUpdate","featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e6037d96-9931-4679-be2b-0cd628932f5b_thumb.jpg","publicLabel":"Release Notes","category":{"url":"","categoryId":0,"title":"","metaRobots":"index, 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style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/subhikshaa-ganesh-20398" rel="noreferrer"><div class="default-avatar avatar-variant-8">S</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png" alt="Community Manager" title="Community Manager" /></div></a></div></div></div><div class="topic-view_header-items-gathered topic-view_header-items_without-category"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/subhikshaa-ganesh-20398">subhikshaa.ganesh</a></span><span class="user-title text--meta">Community Manager</span></div></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/e6037d96-9931-4679-be2b-0cd628932f5b_thumb.jpg" style="background-image: https://uploads-us-west-2.insided.com/freshworks-en/attachment/width/480/e6037d96-9931-4679-be2b-0cd628932f5b_thumb.jpg"> </div><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/product-updates/freshdesk-release-notes-october-2024-40557" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Freshdesk Release Notes - October 2024</a><span class="thread__content-type-pill pill pill--uppercase pill--article qa-content-type-pill">Release Notes</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/product-updates/freshdesk-release-notes-october-2024-40557">New Features and Enhancements Upcoming Features and Enhancements Bug fixesNew Features and Enhancements All features and enhancements below will be available to all customers from October 31, 2024. New Curated ReportsAccess advanced filters and segmenting, pre-built widgets to consolidate ticketing data, agent performance, customer analysis, and other key metrics.More details here. Introducing Freshworks - BigCommerce IntegrationConnect your BigCommerce store with Freshworks to provide real-time, personalized support. Access order history, payment, and shipping details instantly to deliver faster, smarter customer service.More details here. Zoom Phone for Freshchat &amp; FreshdeskEnable customers to use Zoom Phone within Freshchat and Freshdesk, allowing seamless call handling that automatically creates conversations in Freshchat and tickets in Freshdesk.More details here. Customize reports with Analytics upgrades Sort report columns, create custom metrics across modules, expor</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/product-updates/freshdesk-release-notes-october-2024-40557"><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">1861</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/product-updates/freshdesk-release-notes-october-2024-40557?postid=2726#post2726"><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">5</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/instapro-59340" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/8ec11721-81dd-4298-a2f2-ff121e7f1fd6.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/8ec11721-81dd-4298-a2f2-ff121e7f1fd6.png" style="width: 100%;" title alt="Instapro" /><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><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/product-updates/freshdesk-release-notes-october-2024-40557?postid=2726#post2726"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"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":"1 day 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":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":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"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":"1 day ago"},"numberOfViews":4,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"0"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread 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" 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>asked in</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 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="Question"><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" 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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">4</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"><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/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><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/ticketing-agent-productivity-11362/400-note-limit-private-public-interactions-40745"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":24292,"author":{"id":36160,"url":"\/members\/itservicedesk-36160","name":"ITservicedesk","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":3,"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>We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit.<\/p><p>\u00a0<\/p><p>The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process.<\/p><p>\u00a0<\/p><p>I\u2019m trying to determine how this can be setup in workflow, or is there an option I\u2019m overlooking in the onboarding setup.<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292","creationDate":"2022-05-18T14:08:53+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":2543,"id":24292,"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\/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292","title":"Employee Onboarding - Assign Reporting Manager as the requester for Service Request","lastPost":{"id":15671,"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\/ticket-workflow-management-11379\/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292?postid=99951#post99951","creationDate":"2024-11-22T11:20:37+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":6,"relevantPost":{"id":24292,"author":{"id":36160,"url":"\/members\/itservicedesk-36160","name":"ITservicedesk","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":3,"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>We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit.<\/p><p>\u00a0<\/p><p>The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process.<\/p><p>\u00a0<\/p><p>I\u2019m trying to determine how this can be setup in workflow, or is there an option I\u2019m overlooking in the onboarding setup.<\/p>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292","creationDate":"2022-05-18T14:08:53+0000","relativeCreationDate":"2 years ago"},"numberOfViews":899,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15671"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-24292 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Employee Onboarding - Assign Reporting Manager as the requester for Service Request" href="https://community.freshworks.com/ticket-workflow-management-11379/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292"></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/itservicedesk-36160" rel="noreferrer"><div class="default-avatar avatar-variant-0">I</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png" alt="Top Contributor" title="Top 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 username hover-underline" style="color: ;" href="/members/itservicedesk-36160">ITservicedesk</a></span><span class="user-title text--meta">Top Contributor</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>asked in</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 href="https://community.freshworks.com/ticket-workflow-management-11379/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Employee Onboarding - Assign Reporting Manager as the requester for Service Request</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><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/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292">We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit. The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process. I’m trying to determine how this can be setup in workflow, or is there an option I’m overlooking in the onboarding setup.</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">6</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/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292"><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">899</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/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292?postid=99951#post99951"><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">5</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/mdavies-55106" rel="noreferrer"><div class="default-avatar avatar-variant-6">M</div><div class="profilelabel qa-profile-label"><img 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(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>Hey Community,<br \/><br \/>Ready to elevate your IT support experience? Join us for an exclusive webinar and discover how the newly launched Freddy AI Agent in Freshservice can revolutionize support for your organization!<br \/><br \/>\ud83d\udd0d What are you signing up for:<\/p><ul><li><strong>Get started with Freddy AI Agent<\/strong>\u00a0to provide always-on support that assists your employees round the clock.<\/li>\t<li><strong>Explore Freddy AI Agent\u00a0<\/strong>to see how it enhances interactions across multiple platforms and languages.<\/li>\t<li><strong>Enjoy a live demo<\/strong>\u00a0<strong>and Q&amp;A<\/strong>\u00a0session with our product experts!<\/li><\/ul><p>Don't miss out on discovering the future of employee support with Freddy AI Agent.<br \/><br \/>\ud83c\udf1f\u00a0<strong><a href=\"https:\/\/community.freshworks.com\/events\/freddy-ai-agent-unleashed-drive-effortless-always-on-assistance-394\">Save your spot today<\/a><\/strong>!\u00a0\ud83c\udf1f<br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/423a291d-712f-4cb0-86f3-2e63477e166c.png\" \/><\/figure><p><br \/>Cheers<br \/>Anupama Phal\u200b\u200b\u200b\u200b\u200b\u200b\u200b<\/p>","url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/freddy-friday-focus-transform-employee-support-with-freddy-ai-agent-40740","creationDate":"2024-11-22T11:06:32+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":13127,"id":40740,"type":"post","hasCurrentUserLiked":false,"isSticky":true,"features":[{"id":"isSticky","label":"Sticky"}],"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\/freddy-friday-focus-transform-employee-support-with-freddy-ai-agent-40740","title":"\ud83c\udf89 Freddy Friday Focus: Transform Employee Support with Freddy AI Agent \ud83c\udf89","lastPost":{"id":40740,"author":{"id":39552,"url":"\/members\/anupama-phal-39552","name":"anupama.phal","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/750e69c4-718c-46da-9321-31bc8d5b1af2.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3,"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>Hey Community,<br \/><br \/>Ready to elevate your IT support experience? Join us for an exclusive webinar and discover how the newly launched Freddy AI Agent in Freshservice can revolutionize support for your organization!<br \/><br \/>\ud83d\udd0d What are you signing up for:<\/p><ul><li><strong>Get started with Freddy AI Agent<\/strong>\u00a0to provide always-on support that assists your employees round the clock.<\/li>\t<li><strong>Explore Freddy AI Agent\u00a0<\/strong>to see how it enhances interactions across multiple platforms and languages.<\/li>\t<li><strong>Enjoy a live demo<\/strong>\u00a0<strong>and Q&amp;A<\/strong>\u00a0session with our product experts!<\/li><\/ul><p>Don't miss out on discovering the future of employee support with Freddy AI Agent.<br \/><br \/>\ud83c\udf1f\u00a0<strong><a href=\"https:\/\/community.freshworks.com\/events\/freddy-ai-agent-unleashed-drive-effortless-always-on-assistance-394\">Save your spot today<\/a><\/strong>!\u00a0\ud83c\udf1f<br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/423a291d-712f-4cb0-86f3-2e63477e166c.png\" \/><\/figure><p><br \/>Cheers<br \/>Anupama Phal\u200b\u200b\u200b\u200b\u200b\u200b\u200b<\/p>","url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/freddy-friday-focus-transform-employee-support-with-freddy-ai-agent-40740","creationDate":"2024-11-22T11:06:32+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":40740,"author":{"id":39552,"url":"\/members\/anupama-phal-39552","name":"anupama.phal","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/750e69c4-718c-46da-9321-31bc8d5b1af2.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3,"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>Hey Community,<br \/><br \/>Ready to elevate your IT support experience? Join us for an exclusive webinar and discover how the newly launched Freddy AI Agent in Freshservice can revolutionize support for your organization!<br \/><br \/>\ud83d\udd0d What are you signing up for:<\/p><ul><li><strong>Get started with Freddy AI Agent<\/strong>\u00a0to provide always-on support that assists your employees round the clock.<\/li>\t<li><strong>Explore Freddy AI Agent\u00a0<\/strong>to see how it enhances interactions across multiple platforms and languages.<\/li>\t<li><strong>Enjoy a live demo<\/strong>\u00a0<strong>and Q&amp;A<\/strong>\u00a0session with our product experts!<\/li><\/ul><p>Don't miss out on discovering the future of employee support with Freddy AI Agent.<br \/><br \/>\ud83c\udf1f\u00a0<strong><a href=\"https:\/\/community.freshworks.com\/events\/freddy-ai-agent-unleashed-drive-effortless-always-on-assistance-394\">Save your spot today<\/a><\/strong>!\u00a0\ud83c\udf1f<br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/423a291d-712f-4cb0-86f3-2e63477e166c.png\" \/><\/figure><p><br \/>Cheers<br \/>Anupama Phal\u200b\u200b\u200b\u200b\u200b\u200b\u200b<\/p>","url":"https:\/\/community.freshworks.com\/freshworks-ai-summit-11444\/freddy-friday-focus-transform-employee-support-with-freddy-ai-agent-40740","creationDate":"2024-11-22T11:06:32+0000","relativeCreationDate":"1 day ago"},"numberOfViews":6,"contentType":"article","featuredImage":"","publicLabel":"Freddy Fridays - EX","category":{"url":"\/groups","categoryId":0,"title":"Groups","metaRobots":"index, follow","type":4},"lastPostId":"0"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40740 topic-view--unread topic-view--sticky"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to 🎉 Freddy Friday Focus: Transform Employee Support with Freddy AI Agent 🎉" href="https://community.freshworks.com/freshworks-ai-summit-11444/freddy-friday-focus-transform-employee-support-with-freddy-ai-agent-40740"></a><svg class="topic-view_sticky-flag" width="14" height="18" fill="currentColor" viewBox="0 0 14 18" xmlns="http://www.w3.org/2000/svg"><path d="M14 0H0V18L7 15L14 18V0Z"></path></svg><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/anupama-phal-39552" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/750e69c4-718c-46da-9321-31bc8d5b1af2.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/750e69c4-718c-46da-9321-31bc8d5b1af2.png" style="width: 100%;" title alt="anupama.phal" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png" alt="Community Manager" title="Community Manager" /></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 username hover-underline" style="color: ;" href="/members/anupama-phal-39552">anupama.phal</a></span><span class="user-title text--meta">Community Manager</span></div><a href="/groups/freshworks-ai-summit-11444" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>published in</span> <span class="topic-view_header-item_category-link">Freshworks AI Summit</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 href="https://community.freshworks.com/freshworks-ai-summit-11444/freddy-friday-focus-transform-employee-support-with-freddy-ai-agent-40740" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">🎉 Freddy Friday Focus: Transform Employee Support with Freddy AI Agent 🎉</a><span class="thread__content-type-pill pill pill--uppercase pill--article qa-content-type-pill">Freddy Fridays - EX</span></div><p class="thread-list-block__content qa-topic-content"><a href="https://community.freshworks.com/freshworks-ai-summit-11444/freddy-friday-focus-transform-employee-support-with-freddy-ai-agent-40740">Hey Community,Ready to elevate your IT support experience? Join us for an exclusive webinar and discover how the newly launched Freddy AI Agent in Freshservice can revolutionize support for your organization!🔍 What are you signing up for:Get started with Freddy AI Agent to provide always-on support that assists your employees round the clock. Explore Freddy AI Agent to see how it enhances interactions across multiple platforms and languages. Enjoy a live demo and Q&amp;A session with our product experts!Don't miss out on discovering the future of employee support with Freddy AI Agent.🌟 Save your spot today! 🌟 CheersAnupama Phal</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/freshworks-ai-summit-11444/freddy-friday-focus-transform-employee-support-with-freddy-ai-agent-40740"><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">6</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/freshworks-ai-summit-11444/freddy-friday-focus-transform-employee-support-with-freddy-ai-agent-40740"><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/anupama-phal-39552" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/750e69c4-718c-46da-9321-31bc8d5b1af2.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/750e69c4-718c-46da-9321-31bc8d5b1af2.png" style="width: 100%;" title alt="anupama.phal" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png" alt="Community Manager" title="Community Manager" /></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/freshworks-ai-summit-11444/freddy-friday-focus-transform-employee-support-with-freddy-ai-agent-40740"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":40727,"author":{"id":54989,"url":"\/members\/kevin-s-54989","name":"Kevin_S","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":"<div><div class=\"topic-view-content-wrapper\"><div class=\"post__content qa-topic-post-content post__content--new-editor post__content post__content--new-editor\"><div><div class=\"topic-view-content-wrapper\"><div class=\"post__content qa-topic-post-content post__content--new-editor post__content post__content--new-editor\"><p>Hi,<\/p><p>so i created a new Status for Tasks, \u201cNot Required\u201d but i can't change the Closure Rule so that the Ticket can also be Resolved when the Status \u201cNot Required\u201d is set. Only if the Task Status is \u201cclosed\u201d. I tried it with workflows, but there is no option to Automatically close the Task based on Status.<\/p><p>\u00a0<\/p><p>Kind regards,<\/p><p>Kevin<\/p><\/div><\/div><\/div><\/div><\/div><\/div>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/complete-task-with-diffrent-status-40727","creationDate":"2024-11-21T12:35:26+0000","relativeCreationDate":"2 days ago"},"isTopicUnread":true,"privateId":10768,"id":40727,"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\/complete-task-with-diffrent-status-40727","title":"Complete Task with diffrent Status","lastPost":{"id":15670,"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\/ticket-workflow-management-11379\/complete-task-with-diffrent-status-40727?postid=99949#post99949","creationDate":"2024-11-22T10:08:36+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":40727,"author":{"id":54989,"url":"\/members\/kevin-s-54989","name":"Kevin_S","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":"<div><div class=\"topic-view-content-wrapper\"><div class=\"post__content qa-topic-post-content post__content--new-editor post__content post__content--new-editor\"><div><div class=\"topic-view-content-wrapper\"><div class=\"post__content qa-topic-post-content post__content--new-editor post__content post__content--new-editor\"><p>Hi,<\/p><p>so i created a new Status for Tasks, \u201cNot Required\u201d but i can't change the Closure Rule so that the Ticket can also be Resolved when the Status \u201cNot Required\u201d is set. Only if the Task Status is \u201cclosed\u201d. I tried it with workflows, but there is no option to Automatically close the Task based on Status.<\/p><p>\u00a0<\/p><p>Kind regards,<\/p><p>Kevin<\/p><\/div><\/div><\/div><\/div><\/div><\/div>","url":"https:\/\/community.freshworks.com\/ticket-workflow-management-11379\/complete-task-with-diffrent-status-40727","creationDate":"2024-11-21T12:35:26+0000","relativeCreationDate":"2 days ago"},"numberOfViews":13,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15670"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40727 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Complete Task with diffrent Status" href="https://community.freshworks.com/ticket-workflow-management-11379/complete-task-with-diffrent-status-40727"></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/kevin-s-54989" rel="noreferrer"><div class="default-avatar avatar-variant-9">K</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/kevin-s-54989">Kevin_S</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>asked in</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 href="https://community.freshworks.com/ticket-workflow-management-11379/complete-task-with-diffrent-status-40727" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Complete Task with diffrent Status</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><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/complete-task-with-diffrent-status-40727">Hi,so i created a new Status for Tasks, “Not Required” but i can't change the Closure Rule so that the Ticket can also be Resolved when the Status “Not Required” is set. Only if the Task Status is “closed”. I tried it with workflows, but there is no option to Automatically close the Task based on Status. Kind regards,Kevin</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/complete-task-with-diffrent-status-40727"><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">13</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/complete-task-with-diffrent-status-40727?postid=99949#post99949"><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 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/mdavies-55106" 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/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></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/ticket-workflow-management-11379/complete-task-with-diffrent-status-40727?postid=99949#post99949"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":40608,"author":{"id":39552,"url":"\/members\/anupama-phal-39552","name":"anupama.phal","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/750e69c4-718c-46da-9321-31bc8d5b1af2.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3,"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":"<section class=\"callout callout-yellow\"><div><div><div><p><span style=\"color:#000000;\"><strong>Note:<\/strong><\/span><span style=\"color:#000000;\"> All the features\/enhancements below will be available on Starter and Growth plans on Nov 14th, 2024 &amp; on Pro and Enterprise plans on Nov 27th, 2024.<\/span><\/p><\/div><\/div><\/div><\/section><p><span style=\"color:#000000;\">Product version: 2024.R11L.01<\/span><\/p><div class=\"widget-toc\"><ul><li><a href=\"#New+Features+and+Enhancements\">New Features and Enhancements<\/a>\t<ul><li><a href=\"#Advanced+ITAM+(powered+by+Device42)+Enhancements\">Advanced ITAM (powered by Device42) Enhancements<\/a><\/li>\t\t<li><a href=\"#Discovery+Agent+and+Probe+Daily+Audit\">Discovery Agent and Probe Daily Audit<\/a><\/li>\t\t<li><a href=\"#File+Attachments+for+Service+Request+Items\">File Attachments for Service Request Items<\/a><\/li>\t\t<li><a href=\"#Audit+Log+Support\">Audit Log Support<\/a><\/li>\t\t<li><a href=\"#Enhanced+Governance+for+Ticket+Exports\">Enhanced Governance for Ticket Exports<\/a><\/li>\t\t<li><a href=\"#Enhanced+Filtering+Capabilities+in+Change+List+API\">Enhanced Filtering Capabilities in Change List API<\/a><\/li>\t\t<li><a href=\"#Improved+Dark+Mode+Experience\">Improved Dark Mode Experience<\/a><\/li>\t\t<li><a href=\"#Improvements+to+Self-Service+Portal\">Improvements to Self-Service Portal<\/a><\/li>\t\t<li><a href=\"#Field+Groups+in+user+fields\">Field Groups in user fields<\/a><\/li>\t<\/ul><\/li>\t<li><a href=\"#Important+updates\">Important updates<\/a><\/li>\t<li><a href=\"#Bug+Fixes\">Bug Fixes<\/a><\/li><\/ul><\/div><p>\u00a0<\/p><h2 id=\"New+Features+and+Enhancements\"><span style=\"color:#000000;\"><strong><u>New Features and Enhancements<\/u><\/strong><\/span><\/h2><h3 id=\"Advanced+ITAM+(powered+by+Device42)+Enhancements\"><br \/><span style=\"color:#434343;\">Advanced ITAM (powered by Device42) Enhancements<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category<\/strong><\/span><span style=\"color:#000000;\">: IT Asset Management<\/span><br \/><br \/><span style=\"color:#000000;\">We\u2019re thrilled to announce a series of powerful enhancements to Freshservice\u2019s Advanced ITAM integration(powered by Device42).<\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>Discovery Hub: Unified Access to Comprehensive Discovery Tools<\/strong><\/span><\/li><\/ul><p><span style=\"color:#000000;\">The Discovery Hub enables users to access a full suite of discovery tools under a single roof.<\/span><\/p><p><span style=\"color:#000000;\">Key Capabilities:<\/span><\/p><p><span style=\"color:#000000;\"><strong>Unified Discovery Access:<\/strong><\/span><span style=\"color:#000000;\"> Discovery Hub consolidates Freshservice\u2019s Basic and Advanced Discovery (powered by Device42) along with additional discovery capabilities, including SaaS discovery, cloud discovery, and integration-based discovery. This unified access allows users to manage all discovery functions from a single, centralized location.<\/span><br \/><span style=\"color:#000000;\"><strong>Guided Setup for Advanced ITAM:<\/strong><\/span><span style=\"color:#000000;\"> Discovery Hub offers a guided setup that empowers users to configure Device42 discovery. The intuitive interface provides step-by-step instructions, from initial configuration to setup completion, along with instructional videos to support a seamless onboarding experience.<\/span><br \/><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000010238-managing-it-assets-with-discovery-hub\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><br \/><span style=\"color:#000000;\"><img alt=\"AD_4nXcZrLzi0h0U-Wbe7gko6umkEz6Gu7-VJj9TtDLRYrXPNMei_4yz9Rjp7ArM5guprSRz1jWnZ27yl-2BQDnRNmnZWnFK6-ep1WpLpbOH7pTZM4oN4EQXFsOZW_A0pY4gRmJCh_Ossr3hGDM3b6a7zNV81eY?key=edrrthBqnFTHtMsnFMMktmCK\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXcZrLzi0h0U-Wbe7gko6umkEz6Gu7-VJj9TtDLRYrXPNMei_4yz9Rjp7ArM5guprSRz1jWnZ27yl-2BQDnRNmnZWnFK6-ep1WpLpbOH7pTZM4oN4EQXFsOZW_A0pY4gRmJCh_Ossr3hGDM3b6a7zNV81eY?key=edrrthBqnFTHtMsnFMMktmCK\" width=\"624\" \/><\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>ID-Based Sync:<\/strong><\/span><span style=\"color:#000000;\"> Introducing a new sync method based on asset IDs for a more robust reconciliation method<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Improved Reconciliation Logic in the App:<\/strong><\/span><span style=\"color:#000000;\"> Improved reconciliation processes now leverage serial numbers, UUIDs, IMEI, and other critical attributes to intelligently decide whether to update an existing asset or create a new one during synchronization.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>New Resource Types, Attributes, and Relationships: <\/strong><\/span><span style=\"color:#000000;\">The sync process will see a significant enhancement with the inclusion of additional asset types and attributes from Device42, ensuring a more comprehensive sync.<\/span><br \/>\t\u00a0 \u00a0 \u00a01.\u00a0<span style=\"color:#000000;\"><strong>Device42 Type, Virtual, and Physical Subtype Fields<\/strong><\/span><span style=\"color:#000000;\"> will now sync to keep the Freshservice assets consistent with the Device42 device model.<\/span><br \/>\t\u00a0 \u00a0 \u00a02.\u00a0<span style=\"color:#000000;\"><strong>All Device-to-Device Relationships <\/strong><\/span><span style=\"color:#000000;\">available in the Device42 Topology view will be synced (not just relationships for Business apps and Affinity groups).<\/span><br \/>\t\u00a0 \u00a0 \u00a03.\u00a0<span style=\"color:#000000;\"><strong>Cloud Resources:<\/strong><\/span><span style=\"color:#000000;\"> Additional cloud resources including databases, storage, and more, will be added to the sync.<\/span><br \/>\t\u00a0 \u00a0 \u00a04.\u00a0<span style=\"color:#000000;\"><strong>Components<\/strong><\/span><span style=\"color:#000000;\"> for Computer and SNMP devices to be synced.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Custom Field Mapping:<\/strong><\/span><span style=\"color:#000000;\"> Now offering flexibility to map custom fields between Device42 and Freshservice using an XML upload.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Asset Deletion Flow:<\/strong><\/span><span style=\"color:#000000;\"> Resources deleted in Device42 will now result in soft deletion of the corresponding assets in Freshservice.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>MDM Integrations:<\/strong><\/span><span style=\"color:#000000;\"> Native support for major MDM platforms like Intune, Jamf, Airwatch\/Workspace One, Automox, and Chrome OS Discovery is now integrated directly into the Device42 main appliance, ensuring all discovery data flows through Device42\u2019s industry-leading reconciliation process for seamless and accurate asset management.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Unified Authentication Powered by FreshID:<\/strong><\/span><span style=\"color:#000000;\"> Simplifies switching between Device42 and Freshservice with a unified authentication system, so users don\u2019t need to log in again.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Consolidation of Compute Resources in Freshservice: <\/strong><\/span><span style=\"color:#000000;\">All cloud compute resources, including Virtual Machines, Hosts, K8s Nodes, and their respective subtypes (such as AWS VM, Azure VM, VMware vCenter Host, etc.), will now be consolidated under the Hardware-Computer hierarchy. This alignment with the Device42 device model streamlines reporting and workflows, making it easier to manage all compute resources within a unified structure.<\/span><\/li><\/ul><p><span style=\"color:#000000;\"><strong>Note<\/strong><\/span><span style=\"color:#000000;\">: These enhancements will be available from December 4, 2024.<\/span><br \/>\u00a0<\/p><h3 id=\"Discovery+Agent+and+Probe+Daily+Audit\"><span style=\"color:#434343;\">Discovery Agent and Probe Daily Audit<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category<\/strong><\/span><span style=\"color:#000000;\">: IT Asset Management<\/span><\/p><p><span style=\"color:#000000;\">Introducing daily data sync for the Probe and Agent, ensuring that asset data is consistently updated in Freshservice, regardless of asset data changes in each scan. This daily sync will enhance asset tracking accuracy by ensuring up-to-date information.<\/span><br \/><span style=\"color:#000000;\"><strong>Updated Asset Attributes:<\/strong><\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>SCCM Probe<\/strong><\/span><span style=\"color:#000000;\">: The \u201cLast HW Scan\u201d attribute for SCCM-managed assets will now reflect the latest hardware scan timestamp, ensuring Freshservice displays the most recent audit data from SCCM.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Chrome OS Discovery<\/strong><\/span><span style=\"color:#000000;\">: For Chrome OS assets, the \u201cLast Sync\u201d attribute indicates when the device was last scanned by third-party discovery sources rather than when it was imported into Freshservice.<\/span><\/li><\/ul><h3 id=\"File+Attachments+for+Service+Request+Items\"><br \/><span style=\"color:#434343;\">File Attachments for Service Request Items<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> IT Service Management<\/span><br \/><span style=\"color:#000000;\">Agents can now add attachments at the item level when adding items to a service request. These attachments will be saved with the specific service item, ensuring relevant files are organized and accessible.\u00a0<\/span><\/p><h3 id=\"Audit+Log+Support\"><br \/><span style=\"color:#434343;\">Audit Log Support<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> IT Service Management<\/span><\/p><ul><li><span style=\"color:#000000;\">Ticket export tracking: Exports of tickets will now be captured in the audit log, providing greater visibility and accountability for ticket data exports. This enhances security and tracking for all exported ticket information.<\/span><\/li>\t<li><span style=\"color:#000000;\">Change lifecycle: Audit logs are now generated for actions performed within the Change Lifecycle, providing enhanced traceability and accountability for all change lifecycle-related activities.<\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Requestor groups: Admins can now view Requester Groups captured in audit logs. These will include the creation of a requester group, the addition of members manually or based on rules to a requester group, modification of rules within a requester group and deletion of a requester group.<\/span><\/span><\/li><\/ul><h3 id=\"Enhanced+Governance+for+Ticket+Exports\"><br \/><span style=\"color:#434343;\">Enhanced Governance for Ticket Exports<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> IT Service Management<\/span><br \/><span style=\"color:#000000;\">Agents now require both \u2018View Ticket\u2019 and \u2018Export Ticket\u2019 permissions to export tickets. This added layer of permission control allows admins to manage export access separately, improving data security and control over ticket exports.<\/span><\/p><h3 id=\"Enhanced+Filtering+Capabilities+in+Change+List+API\"><br \/><span style=\"color:#434343;\">Enhanced Filtering Capabilities in Change List API<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> IT Service Management<\/span><br \/><span style=\"color:#000000;\">Users can now filter changes within the Change List API using query hashes. This improvement provides a more targeted and efficient way to retrieve specific change records.\u00a0<\/span><\/p><p><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/api.freshservice.com\/#view_all_changes\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.\u00a0<\/span><\/p><h3 id=\"Improved+Dark+Mode+Experience\"><br \/><span style=\"color:#434343;\">Improved Dark Mode Experience<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> IT Service Management<\/span><br \/><span style=\"color:#000000;\">Viewing and editing customized rich text content in dark mode has been improved to provide a smoother and more visually consistent experience, enhancing usability for users who prefer dark mode.<\/span><\/p><p><span style=\"color:#000000;\"><img alt=\"AD_4nXd_XXKtJa1vdPGXoDwIO-29EvvyOPBkhDja5KyHr3Ud-ArTOyGA7RhRgr2iduSupyq8U8Uleei-xovojmRnT_KMwGrZboI2hGMc40ry3iEY7JFgJnV39jYBmG8MRHClQ9RZZvfmzpJbbEPlAMZ1iPDia0rn?key=edrrthBqnFTHtMsnFMMktmCK\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXd_XXKtJa1vdPGXoDwIO-29EvvyOPBkhDja5KyHr3Ud-ArTOyGA7RhRgr2iduSupyq8U8Uleei-xovojmRnT_KMwGrZboI2hGMc40ry3iEY7JFgJnV39jYBmG8MRHClQ9RZZvfmzpJbbEPlAMZ1iPDia0rn?key=edrrthBqnFTHtMsnFMMktmCK\" width=\"624\" \/><\/span><\/p><h3 id=\"Improvements+to+Self-Service+Portal\"><br \/><span style=\"color:#434343;\">Improvements to Self-Service Portal<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category<\/strong><\/span><span style=\"color:#000000;\">: IT Service Management<\/span><\/p><p><span style=\"color:#000000;\">We have implemented a series of enhancements to the self-service portal to improve how employees access services and support. Here's what is new:<\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>Canonical URLs: <\/strong><\/span><span style=\"color:#000000;\">Help article URLs will now include the article\u2019s name, making it easier to identify and share content through links. This capability is currently available on the No Code Portal.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Popular Service Items: <\/strong><\/span><span style=\"color:#000000;\">Employees can now easily access frequently requested services through a dedicated tab. This capability is currently available on the No Code Portal.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Portal Code Download: <\/strong><\/span><span style=\"color:#000000;\">You can seamlessly upgrade from the V1 version to the No Code Portal by downloading all customization codes.<\/span><\/li><\/ul><p><span style=\"color:#000000;\"><img alt=\"AD_4nXeJ4Q0QrkYM43IpSzbOU2czY8BjWiS2xCIzzrmtKjXn1ifvc9pkfeLLEJzdtQsqYDkcnjhjMuoIJF3KCpgwXZDX3u9i7kTO3IaDwMUdq2_7beax7Q4qJe0pW7ZZr6dIEb_yW1WkEQ?key=edrrthBqnFTHtMsnFMMktmCK\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXeJ4Q0QrkYM43IpSzbOU2czY8BjWiS2xCIzzrmtKjXn1ifvc9pkfeLLEJzdtQsqYDkcnjhjMuoIJF3KCpgwXZDX3u9i7kTO3IaDwMUdq2_7beax7Q4qJe0pW7ZZr6dIEb_yW1WkEQ?key=edrrthBqnFTHtMsnFMMktmCK\" width=\"624\" \/><\/span><\/p><h3 id=\"Field+Groups+in+user+fields\"><br \/><span style=\"color:#434343;\">Field Groups in user fields<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> Freshservice for Business Teams<\/span><\/p><p><span style=\"color:#000000;\">Admins will be able to create and manage Field Groups to organize related user fields into collections. Role-based access controls would ensure that only authorized users can view or edit fields in these groups. Field values within Field Groups can be auto-populated from external apps (e.g., a - Human Resource Information System) or manually updated in Freshservice for flexible user data management.<\/span><\/p><p><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000010329-creating-field-groups-in-user-fields\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p><p><span style=\"color:#000000;\"><img alt=\"AD_4nXemPvYpZlqb_rMSZ0cZz6fO7o7mZGJaJzVq7A9Y_EXIerLge2m1c66DjaULslOEwvBSCtCMz-tYEBIlsZS54DyJLY1diCB8L6FGLcpuTFxOvlMIzylbWasL3opcXWYAEyp5XLyEfg?key=edrrthBqnFTHtMsnFMMktmCK\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXemPvYpZlqb_rMSZ0cZz6fO7o7mZGJaJzVq7A9Y_EXIerLge2m1c66DjaULslOEwvBSCtCMz-tYEBIlsZS54DyJLY1diCB8L6FGLcpuTFxOvlMIzylbWasL3opcXWYAEyp5XLyEfg?key=edrrthBqnFTHtMsnFMMktmCK\" width=\"624\" \/><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><img alt=\"AD_4nXdy5hJxvSX_on0fS1zmfZBZepYlbR31pR22QQ3JfuiO-8czvF84uYBHy96IaokpO2mZYLbnQ8s4eD1SW2lbVqT_RK-mJ2WK2suS6YMvgauoDchwh73wi73OW0dXzP4ElHn_Bbdx?key=edrrthBqnFTHtMsnFMMktmCK\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXdy5hJxvSX_on0fS1zmfZBZepYlbR31pR22QQ3JfuiO-8czvF84uYBHy96IaokpO2mZYLbnQ8s4eD1SW2lbVqT_RK-mJ2WK2suS6YMvgauoDchwh73wi73OW0dXzP4ElHn_Bbdx?key=edrrthBqnFTHtMsnFMMktmCK\" width=\"624\" \/><\/span><\/p><h2 id=\"Important+updates\"><br \/><span style=\"color:#000000;\"><strong><u>Important updates<\/u><\/strong><\/span><\/h2><p><span style=\"color:#000000;\">Follow-up to our \u201cNotices for new changes\/upgrades\/deprecation activities\u201d <\/span><a href=\"https:\/\/community.freshworks.com\/product-updates\/freshservice-release-notes-may-2024-36637#Notices+for+new+changes\/upgrades\/deprecation+activities:~:text=Important%20Updates-,Notices%20for%20new%20changes\/upgrades\/deprecation%20activities,-The%20following%20changes\"><span style=\"color:#1155cc;\"><u>communication sent in May 2024<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p><p><br \/><span style=\"color:#000000;\">\u00a0<\/span><span style=\"color:#000000;\"><strong>[Date Extension] Fair Usage Policy (FUP) for Freshservice Analytics<\/strong><\/span><\/p><p><span style=\"color:#000000;\">To ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we have extended the date for implementing safeguards in some of our analytics capabilities to <\/span><span style=\"color:#000000;\"><strong>May 6, 2025. <\/strong><\/span><span style=\"color:#000000;\">Please note that there is no immediate impact on your existing reports. You can continue to create and edit reports without any restrictions.<\/span><\/p><p><span style=\"color:#000000;\"><strong>Who will be impacted?<\/strong><\/span><\/p><p><span style=\"color:#000000;\">If you have created reports in Freshservice Analytics that violate the Fair Usage Policy, you will be impacted by this change.<\/span><br \/><span style=\"color:#000000;\"><strong>What do you need to do?<\/strong><\/span><br \/><span style=\"color:#000000;\">Ensure all your reports adhere to the FUP before May 6, 2025.<\/span><\/p><p><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000009919-fair-usage-policy-fup-for-freshservice-analytics\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><br \/><br \/><span style=\"color:#000000;\"><strong><u>Notices for new changes\/upgrades\/deprecation activities<\/u><\/strong><\/span><br \/><br \/><span style=\"color:#000000;\">The following changes will be made effective by May 6, 2025. Ensure that you\u2019re prepared for it.<\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>Allowlist Freshworks domains for Freshservice mail server users<\/strong><\/span><\/li><\/ul><p><span style=\"color:#000000;\">Freshservice recommends adding specific domains to your mail server allowlist by <\/span><span style=\"color:#000000;\"><strong>May 6, 2025,<\/strong><\/span><span style=\"color:#000000;\"> to maintain seamless email delivery, prevent messages from being marked as spam, and ensure they reach your inbox directly.<\/span><\/p><p><span style=\"color:#000000;\"><strong>Who will be impacted?<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Freshservice mail server users, particularly those with configurations that may filter or block incoming emails from Freshservice.<\/span><br \/><br \/><span style=\"color:#000000;\"><strong>What do you need to do?<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Allowlist the following domains in your mail server settings to ensure emails are delivered directly to your inbox:<\/span><\/p><ul><li><span style=\"color:#000000;\">freshservice.com<\/span><\/li>\t<li><span style=\"color:#000000;\">freshworks.com<\/span><\/li>\t<li><span style=\"color:#000000;\">freshemail.io<\/span><\/li><\/ul><p><span style=\"color:#000000;\">More details on <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000003961-allowlist-fres%5B%E2%80%A6%5Ds-domains-and-ips-for-freshservice-mail-server-users-us-\"><span style=\"color:#1155cc;\"><u>United States<\/u><\/span><\/a><span style=\"color:#000000;\">, <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000003962-allowlist-fres%5B%E2%80%A6%5Ds-domains-and-ips-for-freshservice-mail-server-users-eu-\"><span style=\"color:#1155cc;\"><u>Europe<\/u><\/span><\/a><span style=\"color:#000000;\">, <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000003963-allowlist-fres%5B%E2%80%A6%5Domains-and-ips-for-freshservice-mail-server-users-india-\"><span style=\"color:#1155cc;\"><u>India<\/u><\/span><\/a><span style=\"color:#000000;\">, and <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000003964-allowlist-fres%5B%E2%80%A6%5D-domains-and-ips-for-freshservice-mail-server-users-aus-\"><span style=\"color:#1155cc;\"><u>Australia<\/u><\/span><\/a><span style=\"color:#000000;\"> data centers. <\/span><br \/>\u00a0<\/p><ul><li><span style=\"color:#000000;\"><strong>Deprecation of the legacy Jamf marketplace app<\/strong><\/span><\/li><\/ul><p><span style=\"color:#000000;\">We will deprecate the legacy version of the Jamf app by <\/span><span style=\"color:#000000;\"><strong>May 6, 2025<\/strong><\/span><span style=\"color:#000000;\">. If you are still using it, you must upgrade to the new Jamf app (Version 2.0) with enhanced security from the Freshservice marketplace before the <\/span><span style=\"color:#000000;\"><strong>end of April 2025<\/strong><\/span><span style=\"color:#000000;\">.<\/span><\/p><p><span style=\"color:#000000;\"><strong>Who will be impacted?<\/strong><\/span><br \/><span style=\"color:#000000;\">All accounts currently using the legacy Jamf app.<\/span><br \/><span style=\"color:#000000;\"><strong>What should you do?<\/strong><\/span><br \/><span style=\"color:#000000;\">Upgrade to the latest version of the Jamf app (Version 2.0) available on the Freshservice marketplace. For more information, see <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000009796-freshservice-integration-with-jamf-pro\"><span style=\"color:#1155cc;\"><u>Freshservice integration with Jamf Pro<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p><p><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000010319-deprecation-of-legacy-jamf-marketplace-app\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><br \/>\u00a0<\/p><ul><li><span style=\"color:#000000;\"><strong>Deprecation of Cloud Compute Asset Types<\/strong><\/span><\/li><\/ul><p><span style=\"color:#000000;\">We will deprecate the Cloud compute asset type hierarchy in our IT asset management module by <\/span><span style=\"color:#000000;\"><strong>May 6, 2025<\/strong><\/span><span style=\"color:#000000;\">. This deprecation enables consistency in discovering IT assets across all asset discovery sources in Freshservice under a single hierarchy.<\/span><\/p><p><span style=\"color:#000000;\">Cloud compute assets are discovered from multiple sources, such as Probe, Agent, and Cloud application integrations. To maintain a single record for every discovered Cloud compute asset and avoid duplication, we will map the Cloud compute assets under new Hardware asset sub-types irrespective of the discovery sources.<\/span><\/p><p><span style=\"color:#000000;\"><strong>Who will be impacted?<\/strong><\/span><br \/><span style=\"color:#000000;\">All accounts that are currently using Cloud compute assets.<\/span><br \/><span style=\"color:#000000;\"><strong>What do you need to do?<\/strong><\/span><\/p><ul><li><span style=\"color:#000000;\">We will introduce updated workflows using the new asset type for all the existing workflows with deprecated asset types. These new workflows will be set to \u2018Draft\u2019 status by default. It is recommended that you review, test, and then enable the new workflows to ensure they meet your needs with the updated asset structure. Then, disable the workflows that are based on the deprecated asset type.<\/span><\/li>\t<li><span style=\"color:#000000;\">All the curated reports related to the deprecated Cloud compute asset types will be re-configured based on the new asset type. However, you must create new reports for all the <\/span><span style=\"color:#000000;\"><strong><em>Custom reports<\/em><\/strong><\/span><span style=\"color:#000000;\"> based on the deprecated asset types.<\/span><\/li><\/ul><p><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000010317-deprecation-of-cloud-compute-asset-types\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p><h2 id=\"Bug+Fixes\"><br \/><span style=\"color:#000000;\"><strong><u>Bug Fixes<\/u><\/strong><\/span><\/h2><p><span style=\"color:#000000;\">These were the product defects detected, and they have now been fixed.<\/span><\/p><ul><li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">When we tried to move a ticket to another workspace from the list view, all agents who have access to the workspace were displayed in the agent drop-down despite selecting a group in which they are neither members nor observers. This is now fixed.\u00a0<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">We fixed the issue in on-call schedules that resulted in the on-call agent rotation skipping an agent at the end of the week.<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Change calendar filtering based on groups was not working along with advanced filters. This is fixed now.<\/span><\/span><\/li><\/ul>","url":"https:\/\/community.freshworks.com\/product-updates\/freshservice-release-notes-nov-2024-40608","creationDate":"2024-11-12T07:50:39+0000","relativeCreationDate":"11 days ago"},"isTopicUnread":true,"privateId":938,"id":40608,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":0,"isIdeation":false,"url":"","title":"","description":""},"url":"https:\/\/community.freshworks.com\/product-updates\/freshservice-release-notes-nov-2024-40608","title":"Freshservice Release Notes - Nov 2024","lastPost":{"id":2724,"author":{"id":39940,"url":"\/members\/kristin-rebuschatis-39940","name":"Kristin Rebuschatis","avatar":"","userTitle":"","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":"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\/product-updates\/freshservice-release-notes-nov-2024-40608?postid=2724#post2724","creationDate":"2024-11-22T08:48:53+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":16,"numberOfLikes":1,"relevantPost":{"id":40608,"author":{"id":39552,"url":"\/members\/anupama-phal-39552","name":"anupama.phal","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/750e69c4-718c-46da-9321-31bc8d5b1af2.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3,"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":"<section class=\"callout callout-yellow\"><div><div><div><p><span style=\"color:#000000;\"><strong>Note:<\/strong><\/span><span style=\"color:#000000;\"> All the features\/enhancements below will be available on Starter and Growth plans on Nov 14th, 2024 &amp; on Pro and Enterprise plans on Nov 27th, 2024.<\/span><\/p><\/div><\/div><\/div><\/section><p><span style=\"color:#000000;\">Product version: 2024.R11L.01<\/span><\/p><div class=\"widget-toc\"><ul><li><a href=\"#New+Features+and+Enhancements\">New Features and Enhancements<\/a>\t<ul><li><a href=\"#Advanced+ITAM+(powered+by+Device42)+Enhancements\">Advanced ITAM (powered by Device42) Enhancements<\/a><\/li>\t\t<li><a href=\"#Discovery+Agent+and+Probe+Daily+Audit\">Discovery Agent and Probe Daily Audit<\/a><\/li>\t\t<li><a href=\"#File+Attachments+for+Service+Request+Items\">File Attachments for Service Request Items<\/a><\/li>\t\t<li><a href=\"#Audit+Log+Support\">Audit Log Support<\/a><\/li>\t\t<li><a href=\"#Enhanced+Governance+for+Ticket+Exports\">Enhanced Governance for Ticket Exports<\/a><\/li>\t\t<li><a href=\"#Enhanced+Filtering+Capabilities+in+Change+List+API\">Enhanced Filtering Capabilities in Change List API<\/a><\/li>\t\t<li><a href=\"#Improved+Dark+Mode+Experience\">Improved Dark Mode Experience<\/a><\/li>\t\t<li><a href=\"#Improvements+to+Self-Service+Portal\">Improvements to Self-Service Portal<\/a><\/li>\t\t<li><a href=\"#Field+Groups+in+user+fields\">Field Groups in user fields<\/a><\/li>\t<\/ul><\/li>\t<li><a href=\"#Important+updates\">Important updates<\/a><\/li>\t<li><a href=\"#Bug+Fixes\">Bug Fixes<\/a><\/li><\/ul><\/div><p>\u00a0<\/p><h2 id=\"New+Features+and+Enhancements\"><span style=\"color:#000000;\"><strong><u>New Features and Enhancements<\/u><\/strong><\/span><\/h2><h3 id=\"Advanced+ITAM+(powered+by+Device42)+Enhancements\"><br \/><span style=\"color:#434343;\">Advanced ITAM (powered by Device42) Enhancements<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category<\/strong><\/span><span style=\"color:#000000;\">: IT Asset Management<\/span><br \/><br \/><span style=\"color:#000000;\">We\u2019re thrilled to announce a series of powerful enhancements to Freshservice\u2019s Advanced ITAM integration(powered by Device42).<\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>Discovery Hub: Unified Access to Comprehensive Discovery Tools<\/strong><\/span><\/li><\/ul><p><span style=\"color:#000000;\">The Discovery Hub enables users to access a full suite of discovery tools under a single roof.<\/span><\/p><p><span style=\"color:#000000;\">Key Capabilities:<\/span><\/p><p><span style=\"color:#000000;\"><strong>Unified Discovery Access:<\/strong><\/span><span style=\"color:#000000;\"> Discovery Hub consolidates Freshservice\u2019s Basic and Advanced Discovery (powered by Device42) along with additional discovery capabilities, including SaaS discovery, cloud discovery, and integration-based discovery. This unified access allows users to manage all discovery functions from a single, centralized location.<\/span><br \/><span style=\"color:#000000;\"><strong>Guided Setup for Advanced ITAM:<\/strong><\/span><span style=\"color:#000000;\"> Discovery Hub offers a guided setup that empowers users to configure Device42 discovery. The intuitive interface provides step-by-step instructions, from initial configuration to setup completion, along with instructional videos to support a seamless onboarding experience.<\/span><br \/><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000010238-managing-it-assets-with-discovery-hub\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><br \/><span style=\"color:#000000;\"><img alt=\"AD_4nXcZrLzi0h0U-Wbe7gko6umkEz6Gu7-VJj9TtDLRYrXPNMei_4yz9Rjp7ArM5guprSRz1jWnZ27yl-2BQDnRNmnZWnFK6-ep1WpLpbOH7pTZM4oN4EQXFsOZW_A0pY4gRmJCh_Ossr3hGDM3b6a7zNV81eY?key=edrrthBqnFTHtMsnFMMktmCK\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXcZrLzi0h0U-Wbe7gko6umkEz6Gu7-VJj9TtDLRYrXPNMei_4yz9Rjp7ArM5guprSRz1jWnZ27yl-2BQDnRNmnZWnFK6-ep1WpLpbOH7pTZM4oN4EQXFsOZW_A0pY4gRmJCh_Ossr3hGDM3b6a7zNV81eY?key=edrrthBqnFTHtMsnFMMktmCK\" width=\"624\" \/><\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>ID-Based Sync:<\/strong><\/span><span style=\"color:#000000;\"> Introducing a new sync method based on asset IDs for a more robust reconciliation method<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Improved Reconciliation Logic in the App:<\/strong><\/span><span style=\"color:#000000;\"> Improved reconciliation processes now leverage serial numbers, UUIDs, IMEI, and other critical attributes to intelligently decide whether to update an existing asset or create a new one during synchronization.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>New Resource Types, Attributes, and Relationships: <\/strong><\/span><span style=\"color:#000000;\">The sync process will see a significant enhancement with the inclusion of additional asset types and attributes from Device42, ensuring a more comprehensive sync.<\/span><br \/>\t\u00a0 \u00a0 \u00a01.\u00a0<span style=\"color:#000000;\"><strong>Device42 Type, Virtual, and Physical Subtype Fields<\/strong><\/span><span style=\"color:#000000;\"> will now sync to keep the Freshservice assets consistent with the Device42 device model.<\/span><br \/>\t\u00a0 \u00a0 \u00a02.\u00a0<span style=\"color:#000000;\"><strong>All Device-to-Device Relationships <\/strong><\/span><span style=\"color:#000000;\">available in the Device42 Topology view will be synced (not just relationships for Business apps and Affinity groups).<\/span><br \/>\t\u00a0 \u00a0 \u00a03.\u00a0<span style=\"color:#000000;\"><strong>Cloud Resources:<\/strong><\/span><span style=\"color:#000000;\"> Additional cloud resources including databases, storage, and more, will be added to the sync.<\/span><br \/>\t\u00a0 \u00a0 \u00a04.\u00a0<span style=\"color:#000000;\"><strong>Components<\/strong><\/span><span style=\"color:#000000;\"> for Computer and SNMP devices to be synced.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Custom Field Mapping:<\/strong><\/span><span style=\"color:#000000;\"> Now offering flexibility to map custom fields between Device42 and Freshservice using an XML upload.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Asset Deletion Flow:<\/strong><\/span><span style=\"color:#000000;\"> Resources deleted in Device42 will now result in soft deletion of the corresponding assets in Freshservice.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>MDM Integrations:<\/strong><\/span><span style=\"color:#000000;\"> Native support for major MDM platforms like Intune, Jamf, Airwatch\/Workspace One, Automox, and Chrome OS Discovery is now integrated directly into the Device42 main appliance, ensuring all discovery data flows through Device42\u2019s industry-leading reconciliation process for seamless and accurate asset management.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Unified Authentication Powered by FreshID:<\/strong><\/span><span style=\"color:#000000;\"> Simplifies switching between Device42 and Freshservice with a unified authentication system, so users don\u2019t need to log in again.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Consolidation of Compute Resources in Freshservice: <\/strong><\/span><span style=\"color:#000000;\">All cloud compute resources, including Virtual Machines, Hosts, K8s Nodes, and their respective subtypes (such as AWS VM, Azure VM, VMware vCenter Host, etc.), will now be consolidated under the Hardware-Computer hierarchy. This alignment with the Device42 device model streamlines reporting and workflows, making it easier to manage all compute resources within a unified structure.<\/span><\/li><\/ul><p><span style=\"color:#000000;\"><strong>Note<\/strong><\/span><span style=\"color:#000000;\">: These enhancements will be available from December 4, 2024.<\/span><br \/>\u00a0<\/p><h3 id=\"Discovery+Agent+and+Probe+Daily+Audit\"><span style=\"color:#434343;\">Discovery Agent and Probe Daily Audit<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category<\/strong><\/span><span style=\"color:#000000;\">: IT Asset Management<\/span><\/p><p><span style=\"color:#000000;\">Introducing daily data sync for the Probe and Agent, ensuring that asset data is consistently updated in Freshservice, regardless of asset data changes in each scan. This daily sync will enhance asset tracking accuracy by ensuring up-to-date information.<\/span><br \/><span style=\"color:#000000;\"><strong>Updated Asset Attributes:<\/strong><\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>SCCM Probe<\/strong><\/span><span style=\"color:#000000;\">: The \u201cLast HW Scan\u201d attribute for SCCM-managed assets will now reflect the latest hardware scan timestamp, ensuring Freshservice displays the most recent audit data from SCCM.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Chrome OS Discovery<\/strong><\/span><span style=\"color:#000000;\">: For Chrome OS assets, the \u201cLast Sync\u201d attribute indicates when the device was last scanned by third-party discovery sources rather than when it was imported into Freshservice.<\/span><\/li><\/ul><h3 id=\"File+Attachments+for+Service+Request+Items\"><br \/><span style=\"color:#434343;\">File Attachments for Service Request Items<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> IT Service Management<\/span><br \/><span style=\"color:#000000;\">Agents can now add attachments at the item level when adding items to a service request. These attachments will be saved with the specific service item, ensuring relevant files are organized and accessible.\u00a0<\/span><\/p><h3 id=\"Audit+Log+Support\"><br \/><span style=\"color:#434343;\">Audit Log Support<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> IT Service Management<\/span><\/p><ul><li><span style=\"color:#000000;\">Ticket export tracking: Exports of tickets will now be captured in the audit log, providing greater visibility and accountability for ticket data exports. This enhances security and tracking for all exported ticket information.<\/span><\/li>\t<li><span style=\"color:#000000;\">Change lifecycle: Audit logs are now generated for actions performed within the Change Lifecycle, providing enhanced traceability and accountability for all change lifecycle-related activities.<\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Requestor groups: Admins can now view Requester Groups captured in audit logs. These will include the creation of a requester group, the addition of members manually or based on rules to a requester group, modification of rules within a requester group and deletion of a requester group.<\/span><\/span><\/li><\/ul><h3 id=\"Enhanced+Governance+for+Ticket+Exports\"><br \/><span style=\"color:#434343;\">Enhanced Governance for Ticket Exports<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> IT Service Management<\/span><br \/><span style=\"color:#000000;\">Agents now require both \u2018View Ticket\u2019 and \u2018Export Ticket\u2019 permissions to export tickets. This added layer of permission control allows admins to manage export access separately, improving data security and control over ticket exports.<\/span><\/p><h3 id=\"Enhanced+Filtering+Capabilities+in+Change+List+API\"><br \/><span style=\"color:#434343;\">Enhanced Filtering Capabilities in Change List API<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> IT Service Management<\/span><br \/><span style=\"color:#000000;\">Users can now filter changes within the Change List API using query hashes. This improvement provides a more targeted and efficient way to retrieve specific change records.\u00a0<\/span><\/p><p><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/api.freshservice.com\/#view_all_changes\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.\u00a0<\/span><\/p><h3 id=\"Improved+Dark+Mode+Experience\"><br \/><span style=\"color:#434343;\">Improved Dark Mode Experience<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> IT Service Management<\/span><br \/><span style=\"color:#000000;\">Viewing and editing customized rich text content in dark mode has been improved to provide a smoother and more visually consistent experience, enhancing usability for users who prefer dark mode.<\/span><\/p><p><span style=\"color:#000000;\"><img alt=\"AD_4nXd_XXKtJa1vdPGXoDwIO-29EvvyOPBkhDja5KyHr3Ud-ArTOyGA7RhRgr2iduSupyq8U8Uleei-xovojmRnT_KMwGrZboI2hGMc40ry3iEY7JFgJnV39jYBmG8MRHClQ9RZZvfmzpJbbEPlAMZ1iPDia0rn?key=edrrthBqnFTHtMsnFMMktmCK\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXd_XXKtJa1vdPGXoDwIO-29EvvyOPBkhDja5KyHr3Ud-ArTOyGA7RhRgr2iduSupyq8U8Uleei-xovojmRnT_KMwGrZboI2hGMc40ry3iEY7JFgJnV39jYBmG8MRHClQ9RZZvfmzpJbbEPlAMZ1iPDia0rn?key=edrrthBqnFTHtMsnFMMktmCK\" width=\"624\" \/><\/span><\/p><h3 id=\"Improvements+to+Self-Service+Portal\"><br \/><span style=\"color:#434343;\">Improvements to Self-Service Portal<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category<\/strong><\/span><span style=\"color:#000000;\">: IT Service Management<\/span><\/p><p><span style=\"color:#000000;\">We have implemented a series of enhancements to the self-service portal to improve how employees access services and support. Here's what is new:<\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>Canonical URLs: <\/strong><\/span><span style=\"color:#000000;\">Help article URLs will now include the article\u2019s name, making it easier to identify and share content through links. This capability is currently available on the No Code Portal.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Popular Service Items: <\/strong><\/span><span style=\"color:#000000;\">Employees can now easily access frequently requested services through a dedicated tab. This capability is currently available on the No Code Portal.<\/span><\/li>\t<li><span style=\"color:#000000;\"><strong>Portal Code Download: <\/strong><\/span><span style=\"color:#000000;\">You can seamlessly upgrade from the V1 version to the No Code Portal by downloading all customization codes.<\/span><\/li><\/ul><p><span style=\"color:#000000;\"><img alt=\"AD_4nXeJ4Q0QrkYM43IpSzbOU2czY8BjWiS2xCIzzrmtKjXn1ifvc9pkfeLLEJzdtQsqYDkcnjhjMuoIJF3KCpgwXZDX3u9i7kTO3IaDwMUdq2_7beax7Q4qJe0pW7ZZr6dIEb_yW1WkEQ?key=edrrthBqnFTHtMsnFMMktmCK\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXeJ4Q0QrkYM43IpSzbOU2czY8BjWiS2xCIzzrmtKjXn1ifvc9pkfeLLEJzdtQsqYDkcnjhjMuoIJF3KCpgwXZDX3u9i7kTO3IaDwMUdq2_7beax7Q4qJe0pW7ZZr6dIEb_yW1WkEQ?key=edrrthBqnFTHtMsnFMMktmCK\" width=\"624\" \/><\/span><\/p><h3 id=\"Field+Groups+in+user+fields\"><br \/><span style=\"color:#434343;\">Field Groups in user fields<\/span><\/h3><p><span style=\"color:#000000;\"><strong>Category:<\/strong><\/span><span style=\"color:#000000;\"> Freshservice for Business Teams<\/span><\/p><p><span style=\"color:#000000;\">Admins will be able to create and manage Field Groups to organize related user fields into collections. Role-based access controls would ensure that only authorized users can view or edit fields in these groups. Field values within Field Groups can be auto-populated from external apps (e.g., a - Human Resource Information System) or manually updated in Freshservice for flexible user data management.<\/span><\/p><p><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000010329-creating-field-groups-in-user-fields\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p><p><span style=\"color:#000000;\"><img alt=\"AD_4nXemPvYpZlqb_rMSZ0cZz6fO7o7mZGJaJzVq7A9Y_EXIerLge2m1c66DjaULslOEwvBSCtCMz-tYEBIlsZS54DyJLY1diCB8L6FGLcpuTFxOvlMIzylbWasL3opcXWYAEyp5XLyEfg?key=edrrthBqnFTHtMsnFMMktmCK\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXemPvYpZlqb_rMSZ0cZz6fO7o7mZGJaJzVq7A9Y_EXIerLge2m1c66DjaULslOEwvBSCtCMz-tYEBIlsZS54DyJLY1diCB8L6FGLcpuTFxOvlMIzylbWasL3opcXWYAEyp5XLyEfg?key=edrrthBqnFTHtMsnFMMktmCK\" width=\"624\" \/><\/span><\/p><p>\u00a0<\/p><p><span style=\"color:#000000;\"><img alt=\"AD_4nXdy5hJxvSX_on0fS1zmfZBZepYlbR31pR22QQ3JfuiO-8czvF84uYBHy96IaokpO2mZYLbnQ8s4eD1SW2lbVqT_RK-mJ2WK2suS6YMvgauoDchwh73wi73OW0dXzP4ElHn_Bbdx?key=edrrthBqnFTHtMsnFMMktmCK\" src=\"https:\/\/lh7-rt.googleusercontent.com\/docsz\/AD_4nXdy5hJxvSX_on0fS1zmfZBZepYlbR31pR22QQ3JfuiO-8czvF84uYBHy96IaokpO2mZYLbnQ8s4eD1SW2lbVqT_RK-mJ2WK2suS6YMvgauoDchwh73wi73OW0dXzP4ElHn_Bbdx?key=edrrthBqnFTHtMsnFMMktmCK\" width=\"624\" \/><\/span><\/p><h2 id=\"Important+updates\"><br \/><span style=\"color:#000000;\"><strong><u>Important updates<\/u><\/strong><\/span><\/h2><p><span style=\"color:#000000;\">Follow-up to our \u201cNotices for new changes\/upgrades\/deprecation activities\u201d <\/span><a href=\"https:\/\/community.freshworks.com\/product-updates\/freshservice-release-notes-may-2024-36637#Notices+for+new+changes\/upgrades\/deprecation+activities:~:text=Important%20Updates-,Notices%20for%20new%20changes\/upgrades\/deprecation%20activities,-The%20following%20changes\"><span style=\"color:#1155cc;\"><u>communication sent in May 2024<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p><p><br \/><span style=\"color:#000000;\">\u00a0<\/span><span style=\"color:#000000;\"><strong>[Date Extension] Fair Usage Policy (FUP) for Freshservice Analytics<\/strong><\/span><\/p><p><span style=\"color:#000000;\">To ensure that all our customers have an uninterrupted, performant, and smooth reporting experience, we have extended the date for implementing safeguards in some of our analytics capabilities to <\/span><span style=\"color:#000000;\"><strong>May 6, 2025. <\/strong><\/span><span style=\"color:#000000;\">Please note that there is no immediate impact on your existing reports. You can continue to create and edit reports without any restrictions.<\/span><\/p><p><span style=\"color:#000000;\"><strong>Who will be impacted?<\/strong><\/span><\/p><p><span style=\"color:#000000;\">If you have created reports in Freshservice Analytics that violate the Fair Usage Policy, you will be impacted by this change.<\/span><br \/><span style=\"color:#000000;\"><strong>What do you need to do?<\/strong><\/span><br \/><span style=\"color:#000000;\">Ensure all your reports adhere to the FUP before May 6, 2025.<\/span><\/p><p><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000009919-fair-usage-policy-fup-for-freshservice-analytics\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><br \/><br \/><span style=\"color:#000000;\"><strong><u>Notices for new changes\/upgrades\/deprecation activities<\/u><\/strong><\/span><br \/><br \/><span style=\"color:#000000;\">The following changes will be made effective by May 6, 2025. Ensure that you\u2019re prepared for it.<\/span><\/p><ul><li><span style=\"color:#000000;\"><strong>Allowlist Freshworks domains for Freshservice mail server users<\/strong><\/span><\/li><\/ul><p><span style=\"color:#000000;\">Freshservice recommends adding specific domains to your mail server allowlist by <\/span><span style=\"color:#000000;\"><strong>May 6, 2025,<\/strong><\/span><span style=\"color:#000000;\"> to maintain seamless email delivery, prevent messages from being marked as spam, and ensure they reach your inbox directly.<\/span><\/p><p><span style=\"color:#000000;\"><strong>Who will be impacted?<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Freshservice mail server users, particularly those with configurations that may filter or block incoming emails from Freshservice.<\/span><br \/><br \/><span style=\"color:#000000;\"><strong>What do you need to do?<\/strong><\/span><\/p><p><span style=\"color:#000000;\">Allowlist the following domains in your mail server settings to ensure emails are delivered directly to your inbox:<\/span><\/p><ul><li><span style=\"color:#000000;\">freshservice.com<\/span><\/li>\t<li><span style=\"color:#000000;\">freshworks.com<\/span><\/li>\t<li><span style=\"color:#000000;\">freshemail.io<\/span><\/li><\/ul><p><span style=\"color:#000000;\">More details on <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000003961-allowlist-fres%5B%E2%80%A6%5Ds-domains-and-ips-for-freshservice-mail-server-users-us-\"><span style=\"color:#1155cc;\"><u>United States<\/u><\/span><\/a><span style=\"color:#000000;\">, <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000003962-allowlist-fres%5B%E2%80%A6%5Ds-domains-and-ips-for-freshservice-mail-server-users-eu-\"><span style=\"color:#1155cc;\"><u>Europe<\/u><\/span><\/a><span style=\"color:#000000;\">, <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000003963-allowlist-fres%5B%E2%80%A6%5Domains-and-ips-for-freshservice-mail-server-users-india-\"><span style=\"color:#1155cc;\"><u>India<\/u><\/span><\/a><span style=\"color:#000000;\">, and <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000003964-allowlist-fres%5B%E2%80%A6%5D-domains-and-ips-for-freshservice-mail-server-users-aus-\"><span style=\"color:#1155cc;\"><u>Australia<\/u><\/span><\/a><span style=\"color:#000000;\"> data centers. <\/span><br \/>\u00a0<\/p><ul><li><span style=\"color:#000000;\"><strong>Deprecation of the legacy Jamf marketplace app<\/strong><\/span><\/li><\/ul><p><span style=\"color:#000000;\">We will deprecate the legacy version of the Jamf app by <\/span><span style=\"color:#000000;\"><strong>May 6, 2025<\/strong><\/span><span style=\"color:#000000;\">. If you are still using it, you must upgrade to the new Jamf app (Version 2.0) with enhanced security from the Freshservice marketplace before the <\/span><span style=\"color:#000000;\"><strong>end of April 2025<\/strong><\/span><span style=\"color:#000000;\">.<\/span><\/p><p><span style=\"color:#000000;\"><strong>Who will be impacted?<\/strong><\/span><br \/><span style=\"color:#000000;\">All accounts currently using the legacy Jamf app.<\/span><br \/><span style=\"color:#000000;\"><strong>What should you do?<\/strong><\/span><br \/><span style=\"color:#000000;\">Upgrade to the latest version of the Jamf app (Version 2.0) available on the Freshservice marketplace. For more information, see <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000009796-freshservice-integration-with-jamf-pro\"><span style=\"color:#1155cc;\"><u>Freshservice integration with Jamf Pro<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p><p><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000010319-deprecation-of-legacy-jamf-marketplace-app\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><br \/>\u00a0<\/p><ul><li><span style=\"color:#000000;\"><strong>Deprecation of Cloud Compute Asset Types<\/strong><\/span><\/li><\/ul><p><span style=\"color:#000000;\">We will deprecate the Cloud compute asset type hierarchy in our IT asset management module by <\/span><span style=\"color:#000000;\"><strong>May 6, 2025<\/strong><\/span><span style=\"color:#000000;\">. This deprecation enables consistency in discovering IT assets across all asset discovery sources in Freshservice under a single hierarchy.<\/span><\/p><p><span style=\"color:#000000;\">Cloud compute assets are discovered from multiple sources, such as Probe, Agent, and Cloud application integrations. To maintain a single record for every discovered Cloud compute asset and avoid duplication, we will map the Cloud compute assets under new Hardware asset sub-types irrespective of the discovery sources.<\/span><\/p><p><span style=\"color:#000000;\"><strong>Who will be impacted?<\/strong><\/span><br \/><span style=\"color:#000000;\">All accounts that are currently using Cloud compute assets.<\/span><br \/><span style=\"color:#000000;\"><strong>What do you need to do?<\/strong><\/span><\/p><ul><li><span style=\"color:#000000;\">We will introduce updated workflows using the new asset type for all the existing workflows with deprecated asset types. These new workflows will be set to \u2018Draft\u2019 status by default. It is recommended that you review, test, and then enable the new workflows to ensure they meet your needs with the updated asset structure. Then, disable the workflows that are based on the deprecated asset type.<\/span><\/li>\t<li><span style=\"color:#000000;\">All the curated reports related to the deprecated Cloud compute asset types will be re-configured based on the new asset type. However, you must create new reports for all the <\/span><span style=\"color:#000000;\"><strong><em>Custom reports<\/em><\/strong><\/span><span style=\"color:#000000;\"> based on the deprecated asset types.<\/span><\/li><\/ul><p><span style=\"color:#000000;\">More details <\/span><a href=\"https:\/\/support.freshservice.com\/en\/support\/solutions\/articles\/50000010317-deprecation-of-cloud-compute-asset-types\"><span style=\"color:#1155cc;\"><u>here<\/u><\/span><\/a><span style=\"color:#000000;\">.<\/span><\/p><h2 id=\"Bug+Fixes\"><br \/><span style=\"color:#000000;\"><strong><u>Bug Fixes<\/u><\/strong><\/span><\/h2><p><span style=\"color:#000000;\">These were the product defects detected, and they have now been fixed.<\/span><\/p><ul><li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">When we tried to move a ticket to another workspace from the list view, all agents who have access to the workspace were displayed in the agent drop-down despite selecting a group in which they are neither members nor observers. This is now fixed.\u00a0<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">We fixed the issue in on-call schedules that resulted in the on-call agent rotation skipping an agent at the end of the week.<\/span><\/span><\/li>\t<li><span style=\"color:#000000;\"><span style=\"background-color:#ffffff;\">Change calendar filtering based on groups was not working along with advanced filters. This is fixed now.<\/span><\/span><\/li><\/ul>","url":"https:\/\/community.freshworks.com\/product-updates\/freshservice-release-notes-nov-2024-40608","creationDate":"2024-11-12T07:50:39+0000","relativeCreationDate":"11 days ago"},"numberOfViews":4753,"contentType":"productUpdate","featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/8373ecd9-b9d8-424a-98d6-09b18f577188_thumb.jpg","publicLabel":"Release Notes","category":{"url":"","categoryId":0,"title":"","metaRobots":"index, follow","type":0},"lastPostId":"2724"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":true,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40608 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Freshservice Release Notes - Nov 2024" href="https://community.freshworks.com/product-updates/freshservice-release-notes-nov-2024-40608"></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/anupama-phal-39552" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/750e69c4-718c-46da-9321-31bc8d5b1af2.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/750e69c4-718c-46da-9321-31bc8d5b1af2.png" style="width: 100%;" title alt="anupama.phal" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png" alt="Community Manager" title="Community Manager" /></div></a></div></div></div><div class="topic-view_header-items-gathered topic-view_header-items_without-category"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/anupama-phal-39552">anupama.phal</a></span><span class="user-title text--meta">Community Manager</span></div></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/480/8373ecd9-b9d8-424a-98d6-09b18f577188_thumb.jpg" style="background-image: https://uploads-us-west-2.insided.com/freshworks-en/attachment/width/480/8373ecd9-b9d8-424a-98d6-09b18f577188_thumb.jpg"> </div><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="https://community.freshworks.com/product-updates/freshservice-release-notes-nov-2024-40608" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Freshservice Release Notes - Nov 2024</a><span class="thread__content-type-pill pill pill--uppercase pill--article qa-content-type-pill">Release Notes</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/product-updates/freshservice-release-notes-nov-2024-40608">Note: All the features/enhancements below will be available on Starter and Growth plans on Nov 14th, 2024 &amp; on Pro and Enterprise plans on Nov 27th, 2024.Product version: 2024.R11L.01New Features and Enhancements Advanced ITAM (powered by Device42) Enhancements Discovery Agent and Probe Daily Audit File Attachments for Service Request Items Audit Log Support Enhanced Governance for Ticket Exports Enhanced Filtering Capabilities in Change List API Improved Dark Mode Experience Improvements to Self-Service Portal Field Groups in user fields Important updates Bug Fixes New Features and EnhancementsAdvanced ITAM (powered by Device42) EnhancementsCategory: IT Asset ManagementWe’re thrilled to announce a series of powerful enhancements to Freshservice’s Advanced ITAM integration(powered by Device42).Discovery Hub: Unified Access to Comprehensive Discovery ToolsThe Discovery Hub enables users to access a full suite of discovery tools under a single roof.Key Capabilities:Unified D</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">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/product-updates/freshservice-release-notes-nov-2024-40608"><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">4753</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/product-updates/freshservice-release-notes-nov-2024-40608?postid=2724#post2724"><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">16</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/kristin-rebuschatis-39940" rel="noreferrer"><div class="default-avatar avatar-variant-0">K</div><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><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/product-updates/freshservice-release-notes-nov-2024-40608?postid=2724#post2724"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"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":"1 day 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":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":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"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":"1 day ago"},"numberOfViews":3,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshdesk-11320","categoryId":11320,"title":"Using Freshdesk","metaRobots":"index, follow","type":0},"lastPostId":"0"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40738 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Creating a Rolling Ticket Volume Report in Freshdesk Analytics" href="https://community.freshworks.com/analytics-reports-dashboards-11351/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738"></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/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>asked in</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 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="Question"><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" 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-reports-dashboards-11351/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738"><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/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><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-reports-dashboards-11351/creating-a-rolling-ticket-volume-report-in-freshdesk-analytics-40738"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"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":15668,"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":"","url":"https:\/\/community.freshworks.com\/portal-knowledge-base-11377\/do-you-find-the-text-background-colors-inadequate-28098?postid=99941#post99941","creationDate":"2024-11-22T07:09:03+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"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":54,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"15668"},"isActivityPage":true,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"9aT4biyVDWtZ1NN1yj8easYpDbbqPLwdpi6DW27i578","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-28098 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Do you find the text background colors inadequate?" 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>asked in</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 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="Question"><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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justify-content: space-between; padding: 40px; } @media (max-width: 420px) { .category-widget .title { font-size: 24px; line-height: 32px; } } @media (max-width: 767px) { .custom-html-widget-with-image-wrapper .image-wrapper { display: none; } .custom-html-widget-with-image-wrapper .btn--cta { margin-top: 24px !important; width: 100%; } .custom-html-widget-with-image > div { flex-basis: 100% !important; } } @media (max-width: 1024px) { .category-widget { border-radius: 0; border-right: none; border-left: none; margin: 0; } } @media (max-width: 767px) { .category-widget .custom-html-widget-with-image { padding: 16px; } } </style>`; var template = ` <style> * { padding: 0; margin: 0; } .fit { /* set relative picture size */ max-width: 100%; max-height: 100%; } .center { display: block; margin: auto; } </style> </head> <body> <a href="http://www.freshworksrefresh2021.com/?RefId=4705010-community-refresh2021-banner" target="_blank"> <img class="center fit" src="https://dl.dropboxusercontent.com/s/q4rsilmdgljhqkk/1920x1080%20Community%20Banners-01.png?dl=0" /> </a> `; function set_body_height() { // set body height = window height $('body').height($(window).height()); } $(document).ready(function() { $(window).bind('resize', set_body_height); set_body_height(); }); var categoryCardsWidget = document.querySelector('.qa-div-main.widget-wrapper'); if (categoryCardsWidget) { var parentWidget = categoryCardsWidget.parentNode var newWidget = document.createElement("div") //newWidget.innerHTML = template //parentWidget.insertBefore(newWidget, categoryCardsWidget) } </script> <style> .Sidebarmodule .col, .Sidebarmodule .widget .box__pad.custom-link-sidebar-widget { background: #f7f7f7; border: 1px solid #D5D6DA; border-radius: 4px; padding: 20px 24px 24px; } .custom-link-sidebar-widget p { margin-top: 4px; } .custom-link-sidebar-widget .btn--cta { width: 100%; margin-top: 16px; line-height: 40px; } @media (max-width: 1024px) { .custom-link-sidebar-widget { margin-right: 16px; margin-left: 16px; margin-top: 0 !important; } } @media (max-width: 767px) { .Sidebarmodule .col, .Sidebarmodule .widget .box__pad.custom-link-sidebar-widget { padding: 20px 16px 16px; } } </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; if (!isTabPressed) return; if (document.activeElement === lastFocusableElement) { firstFocusableElement.focus(); e.preventDefault(); } } function getTimeLeft(currentSeconds, previousSeconds, maxSeconds) { return maxSeconds - (currentSeconds - previousSeconds); } function wasLoginClosed() { const closed = sessionStorage.getItem(CLOSED_ONCE_KEY); return closed !== null && closed; } // Mutator observer to check for changes in the login modal and kick of SSO flow function callback(mutationList, observer) { // Initialise click event for signup button $("a.freshworks-login").on("click", function (e) { e.preventDefault(); $(".login-prompt-close-button").click(); //$('.header-login-button').click(); // $("#custom-btn2 > span:nth-child(2)").click(); }); // Initialise click event for register button $("a.freshworks-signup").on("click", function (e) { e.preventDefault(); $(".login-prompt-close-button").click(); $(".header-login-button").click(); $("#modal_login > div.modal-login-header > a").click(); }); } // TODO: maybe try to narrow the focus here const targetNode = document.querySelector(".body-wrapper"); const observerOptions = { childList: true, //attributes: true, // Omit (or set to false) to observe only changes to the parent node //subtree: true }; const observer = new MutationObserver(callback); observer.observe(targetNode, observerOptions); (() => { if ( !window.inSidedData || !!window.inSidedData.user.userid || wasLoginClosed() ) return; const TIMER_KEY = "community-login-timer"; const TIMER_INTERVAL_IN_SECONDS = 150; const currentSeconds = new Date() / 1000; let savedTimer = sessionStorage.getItem(TIMER_KEY); if (!savedTimer) { sessionStorage.setItem(TIMER_KEY, currentSeconds.toString()); savedTimer = new Date() / 1000; } const timeLeft = getTimeLeft( currentSeconds, savedTimer, TIMER_INTERVAL_IN_SECONDS ); setTimeout(function () { createAndShowPromptLogin(); initTabControl(); sessionStorage.removeItem(TIMER_KEY); }, timeLeft * 1000); })(); </script>  <script> /* Page specific banners */ var template = `<div class='custom-html-widget-with-image-wrapper category-widget' "unregisted-widget" style="color:white;"> <a href="https://community.freshworks.com/guide-to-getting-started-11281/welcome-to-the-community-collective-become-a-guest-contributor-and-enjoy-a-host-of-benefits-25348/?tactic_id=5122664&utm_source=Community" target="_blank"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/9230485c-c8b8-4be1-834d-8af7fbefbdd2.png" style="max-width:100%;"></a> </div> <style> .category-widget { /* display: none; 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