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MichaelS24Skilled Expert

asked in Ticket & Workflow Management

Automatic Association of Assets to Tickets

Hi Community,Has anyone had success with automatically associating multiple assets to a ticket based on the Requestor or Requested For using workflow automator/web request node?We have certain service item that would benefit greatly from an automation like this.Thank you,Michael.

Kamakshi VCommunity Manager

published in Automations

Ask our IT Expert ! Freshservice Best Practices session hosted by Kenneth Hayward - Post your questions here!

Hellooo Freshworks Community!!! How’s it going?How's everyone holding up this Midweek? Feeling super productive 🤔, or just eagerly waiting for the weekend to roll in 😎 ? Well, here's a little something to add some boost to your day! I'm absolutely thrilled to introduce @ken.hayward ,Solution Architect in Freshworks, who's all set to host an insightful session - Powerful automations to transform and scale your service delivery in Freshservice for you on May 23 at 7:30 a.m. PDT. If you haven't checked it out yet, you're missing out!Ken’s got a 90-minute agenda lined up for you all. Get ready to dive deep into some concepts that are bound to revolutionize the way you approach your automations.Here’s a little bit about him! For those of you who had the pleasure of attending his solution booth back in 2022, you already know the expertise he holds. Kenneth Marshall HaywardSolution ArchitectFreshworksKen is a Solutions Architect at Freshworks, where he has been instrumental for the past 6 y

anthony.juneApprentice

asked in Analytics, Reports & Dashboards

Tabular Data on PDF Output

We have an Open Tickets by Department report and it includes a Tabular Chart with 9 columns for each record. When we have more than 30 records (tickets), the scheduled report is only sending the one page and not multiple pages when there are more than 30 records (tickets). How do we fix this?

bcasonCommunity Debut

asked in How do I....?

Help creating an agent productivity report showing agent reply count for a specific time period

I’m looking to create an agent productivity report in Freshservice analytics that shows me how many agent replies and public notes that an agent made in a given time period (for example, this week or by day of the week). I know I can get the agent reply count/public note count for tickets created/modified in a time period, but my understanding is that this includes ALL replies/notes in the ticket, not just ones that were added during the time period specified.The goal is to see how often our agents are interacting in tickets in a given time period (in a given day, week, month, etc.). A bonus would be if we could drill into the specific replies/comments so we can see what they are saying within the report if needed.Any ideas on how we can achieve this? Any help would be greatly appreciated!

service.workable.cloudApprentice

asked in Workflows and Automations

Fresh Service Backups (Workflow, Custom Object, Service Catalog Items)

Hi Forum,I was wondering if anyone has found a solution for backing up Workflows, Custom Objects, Service Catalog Items in Fresh Service.We have quite a lot of the object items Fresh service managing flows for our customers but it seems that Fresh Service only backup tickets, solutions, reports, which we are not worried about. Our main concern is if a Service Catalog item is deleted, it will affect our automation workflows and custom objects. We are looking for a solution to be able to restore Workflows, Custom Objects, Service Catalog Items in Fresh Service.

AnnemiijnApprentice

asked in How do I....?

Can we create a secret link for our Knowledge Base articles?

Hi! Our Knowledge Base articles are behind a login wall and we’d like to keep them private. However, for a project, we are now asked to permanently remove the login wall to scrape the content and keep it updated. Our Product Team told us it must be possible to create a ‘secret link’ to store the articles and we should check with Freshworks first. Can anyone help us with that?Annemijn

Andy65Apprentice

asked in Automations

Orchestrator Problem with Powershell Command "Set-ADUser"

Hello everyoneI have problem with the PowerShell command ‘set-Aduser’. I always get the following error:~ + CategoryInfo : ResourceUnavailable: (ext-Wini.stoni:ADAccount) [set-Aduser], ADServerDownE xception + FullyQualifiedErrorId : ActiveDirectoryServer:0,Microsoft.ActiveDirectory.Management.Commands.SetADAccountExpira tion Get-ADUser : Unable to contact the server. This may be because this server does not exist, it is currently down, Can anyone help me please? Is “set-Aduser” not supported? Thank you in advanceAndy P.S.Some simple PowerShell commands are working, like “New-Item -Path 'c:\temp\Test Folder' -ItemType Directory”

Janet StellaApprentice

asked in How do I....?

VIP Badge

Greetings, How do we designate certain users in our company as VIPs? I read a feature update about a VIP badge, but there were no instructions on how to apply the badge to a requester’s ticket. Thanks, Janet Stella

TertiusgApprentice

asked in How do I....?

Sub Category for Service Item

Hi AllI see this question has been asked but I am not seeing an Answer. There is a script to use to Create Subcategories in the Service Catalog. Can anybody that has this script please share it with me and advise where to put the script in the portal.Thank You

Old Roll Pro112Apprentice

asked in Getting Started

Download Old Roll Mod APK For (Android)

Download Old Roll Mod APK, a best photography app for old photos. Using this app, you can recreate old photos. You can get this app by Clicking The Link free of cost.

rashmi.nagCommunity Manager

published in AI & Bots

Let’s talk Modern EX - A Virtual Agent Deep Dive [Webinar Series]

Hello Freshservice Users!We have an interesting webinar series coming up, just for you! Introducing Let’s talk Modern EX - A Virtual Agent deep-dive, presented by FRESHSERVICE PRODUCT TEAM.What is Modern EX?The Freddy-powered Modern employee experience suite enables you to set up an AI-powered, employee-centric experience that empowers your entire workforce: your end-users, admins, and agents. This includes Virtual agent - our AI-powered conversational support deployed on Microsoft Teams and Slack.What's in store in this webinar?A walkthrough of Modern EX suite with a special spotlight on our flagship feature - Virtual Agent. Complete walkthroughs, roadmap deep-dive, and end-to-end setup demos - all this in 4 days!Here's what is coming up:Date Topic Description October 6, 2022 Introduction to Freshservice Modern Employee Experience and Virtual Agent Walkthrough of all Freddy-powered features, latest enhancements, and roadmap. October 11, 2022 Virtual Agent for Microsoft Te

Ethan_KrauseApprentice

asked in How do I....?

Onboarding Request tasks rather than tickets

Hi All,New to FreshService and just exploring the HR Onboarding Requests, pretty cool feature. Just wondering if it’s possible for the request to generate tasks under 1 ticket, instead of multiple child tickets?

subhikshaa.ganeshCommunity Manager

Freshdesk Release Notes - May 2024Release Notes

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 May 31, 2024. Salesforce Connector AppSync contacts, accounts, and custom objects between Salesforce and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Dynamics CRM Connector AppSync contacts, accounts, and custom objects between Dynamics CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Pipedrive CRM Connector AppSync contacts, accounts, and custom objects between Pipedrive CRM and Freshdesk. Free to view/edit CRM data. Need to purchase connector tasks for data sync.More details here. Snowflake Connector AppSync contacts, accounts and custom objects between Snowflake and Freshdesk. Push reporting data into the Snowflake Warehouse.More details here. Azure AD Connector AppCreate

LiamRApprentice

asked in Automations and Workflows

Message update board?

Hi All, I was wondering if there is an app or something already built into freshdesk where i can post updates and possible screenshots to all agents to notify them of changes made to the helpdesk. New automation rules, added apps etc.

SiegmarApprentice

asked in API and Webhooks

OpenAPI / Swagger

Hi,Why is there no OpenAPI / Swagger YML specification file available for Freshworks APIs ?I tried both URLs below but did not work: https://MY-ACCOUNT.freshdesk.com/api/v2 https://MY-ACCOUNT.freshdesk.com/api/v2/swagger.yml I guess you would agree that OpenAPI is a standard among software APIs and would make life so much easier for Postman tests and API access code generation.And would be a really nice companion for the already nice Freshworks products :-)Thanks

ITMikeApprentice

asked in Portals, Emails & Other Channels

Display SLA on Employee Portal

I’m looking for a way to display the SLA expected due date to the end user in their ticket view like the agents get. I’ve looked around and in the agent view it is a liquid filter that can be added to emails, however, the liquid filter can’t be used in the CSS (I’ve tried and FS confirmed). Pictures of what I’m wanting below. Yellow in agent view is what I want on the requester view.

maghedSkilled Expert

asked in Assets

Hiding specific Service Items from Service Catalog

Hi all,I have a need of hiding a few specific Service Items from the service catalog list view in the portal interface.Has anyone done this in the community and can share the script? The result I’m after is to be able to hide specific items from normal category views because they only need to be visible through a bundled item. Using Requester groups etc will not solve this as they will not be visible from the bundle when using this method.

tyler.brandtSkilled Expert

asked in Assets

Ability to hide 'child request' forms from the main catalog in portal v2

Does anyone know how to make the script from this thread work in portal v2?I was using it in v1 to hide a category of child items that no one needed to see, but it doesn’t appear to do anything in v2.Code for reference:<script>var cur_loc = window.location.pathname, req_loc = "/support/catalog/items";if (cur_loc == req_loc) { jQuery(document).ready(function() { jQuery("#categories").find("[data-id='5000223941']").hide(); }); }</script>

Lavalamp1958Apprentice

asked in Automations

building json payload to add assets always changes " to \"

No matter what I do, my JSON payload to add assets gets all “ chars in the expression modified to \” when the webrequest is sent. How do I stop this?I have a list of display ids… [ 8, 9 ] in an expression builder, which I manipulate using string functions to { “assets”: [ { “display_id”: 8 }, { “display_id”: 9 } ] } - this the result from the Test Expression. When I try to use the expression value as the payload body, I get a 405 error and my payload looks like { \”assets\”: [ { \”display_id\”: 8 }, { \”display_id\”: 9 } ] }I tried reducing the size of the expression so that the payload looked like{ “assets”: [ { “display_id”: {{E14.result}} } ] }}this also produces a 405 with the expression portion having the “ converted to \”.I also tried a modified version of the expression then using {{E14.result | replace: ‘display_id’,’”display_id”’}} but this produces again a 405 with the same invalid payloadplease help - thanks

D.DORTIESCommunity Debut

asked in Analytics, Reports & Dashboards

Tickets movements tracking

Hi !I am an brand new user of Freshservice and I would like to set up an export to track ticket movements.Ideally this export should contain :- the ticket number- the date of the group change- the source group- the destination groupHas anyone managed to do this?

anupama.phalCommunity Manager

Freshservice Release Notes - June 2024Release Notes

Note: All the features/enhancements below will be available on Starter and Growth plans on June 18th, 2024 & on Pro and Enterprise plans on June 27th, 2024.Product version: 2024.R06L.01 New Features and Enhancements Change Management for DevOps - Azure DevOps, Github and Jira Connector apps Deflect email queries with Email Bot Enhanced Navigation for Problems Adding Notes for Changes Support for email notifications in the new Sandbox Associations within user modules in Analytics Customize Status Page look and feel Agent privileges for Scheduled Maintenance Migration from alert rules to alert workflows Alert Management enabled by default Modify minimum value for alert reopen interval Search on-call schedules using keywords Export all fields/columns of the software user’s table for all SaaS products Enhancements in Employee Onboarding/Offboarding Enhanced Business Rules Limit for Service Catalog Items Freddy Copilot Ticket Summary for Mobile On-Call Shift Delegati

AdzApprentice

asked in Analytics, Reports & Dashboards

Filtering Report based on Business Hours

Hi, I’m trying to create a report to show tickets created across our business hours, but it does not allow me to specify business hours or remove the hours that are not applicable, so instead of the report showing 7am - 5pm, it shows every hour of the day, despite no activity. Is there a way around this, as it doesn’t seem logical for this not to be possible?

aravind.sundararajanSkilled Expert

Additional formatting options added to the editor!

While we've been working on some exciting big features over the past few months, we were equally committed to making some small yet impactful changes. We've made the following changes/additions to the text editor in Freshdesk to make it even more powerful. 1. Showing the formatting options upfront without the need to click the 'A' icon (formatting toolbar) every time2. Ability to insert tables 3. Ability to indent text 4. Reset to Default Font - Helps you to maintain font uniformity in your replies. When you copy-paste content from an external source, you can use this option to reset the font style of the text to the default style.5. Highlight code snippets in your replies, forwards, or notes using the code block option. Have any suggestions/feedback to share? Drop a comment on this thread.

aldoSkilled Expert

posted in Getting Started

Freshservice Ticket's Numbering

Hi, I have a query about ticketing in Freshservice.Can anyone please tell me, is there possible to use a custom prefix number on ticketing around Incident / Problem / Change / Release?Thank you. 🙂

SSITSupportApprentice

asked in Ticketing & Agent Productivity

Outgoing responses in Freshdesk have stopped?

Hi all,new to here but have had Freshdesk in service for about 4 years.Recently, our agents responses have stopped being received by the recipient, very odd.We had this late last year, and resolved the issue. Just this week, it’s started to happening again, and I have no idea why.We use a custom mail server. Delete emails after fetching is unticked.Any other information needed? Thanks,Anthony.

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