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WillrBertramApprentice

asked in How do I....?

Perpetual Inventory System

I am doing research into a project for my apprenticeship regarding stock management and through my research I believe what I am looking for is a perpetual inventory system. For context, I work within the IT Admin team and we are responsible for providing requested service catalogue items to customers, and I'd like to include our stock levels within the system so we know when our stock levels are getting low for both ourselves and our other teams such as the Service Desk (if possible).Is there a way to implement this via Freshservice, or has anyone else had an experience attempting to work this? As we already use FreshService it would be ideal to continue using this or at least an integration with the product. I have looked on the community and can’t find anything, but any information would be a massive help.TIA.

MooiweerApprentice

asked in Apps and Marketplace Integrations

Freshservice and Intune Asset Sidebar

Greetings Freshworks community, I have a problem with intune in freshservice see screenshot below: In de sidebar of an asset there is an apps menu with intune option but as you can see it does not work.Intune is setup properly following the guides and this is the only feature that doesnt work, What could be the problem here?

D.MitchellApprentice

asked in Ticket & Workflow Management

Requesters can't edit Shared tickets any longer

Hi,After the recent update (April ‘24), we’re finding that Requesters are no longer able to edit tickets that have been shared with them.......except they can still edit them, but only in the app (which, to be fair, probably needs an update on my phone, so that might be the current workaround). Is this an expected behaviour now, am I doing something wrong (dumb, probably), or a bug? Example: Requester Bob logs a new ticket.Bob can edit the properties/details (for example, Impact and Urgency).Bob shares it with Requester Mary.Many cannot edit the properties/details, nor can she share it, using the online portal. Mary maybe still can edit it in the app (maybe depending on version?)

patrik.nordlundCommunity Debut

asked in Portals, Emails & Other Channels

Reauthorization required for Microsoft Office 365 OAuth mailbox, Refresh Token expired

We are using FreshDesk with a couple of different O365 mailboxes, these mailboxes are integrated in FreshDesk via built in function to add O365 mailboxesWe experience that the credentials expire and when looking at the Sign In logs in Entra ID (Azure AD) I can see it complains about the refresh token has expired.Is anyone else experiencing this issue and/or has a solution?My thought was that the Refresh token should be refreshed at each login which happens multiple times per day, according to the logs.Clicking the “Sign in with Microsoft”-button and logging in again solves the problem, until the next time, I think 90 days later which is a time out value in O365 so seems likely. But question remains, should not the token be renewed bye FreshDesk when fetching/sending mails?

MichaeldxApprentice

asked in How do I....?

Placeholder Customization reference

Is there a reference for all the possible placeholders? For example, there are {{ticket.company}} {{portal_name}}{{contact.name}}etc.Is there a reference somewhere to all available whatever.whatevers and this_thats?

christian.mentorSkilled Expert

asked in Portal/Knowledge Base

Removing word-break from service item names

i’ve been playing around with the stylesheets to customize the look of our service catalog, but I haven’t quite figured out how to edit/remove the truncation of the Item Name or Short Description fields (pictured below).Has anyone had any luck with this?only two letters are missing (“Requests”), but it truncates anyway I do see word-break assigned to the element, but modifying/removing it does nothing.

Giles ButlerApprentice

asked in Contacts and Account Management

Resizing (and setting) Name Column

Fixing the Name column width would make the system far more user friendly.Each time I look at any table view I have to manually increase the width of the first Name column to view more than a few letters of text, even when there is plenty of empty space and few columns displayed.

shannon.mejiaSkilled Expert

asked in Analytics

Custom Field in Analytics Group By

I have custom fields in a CI Type in Assets and need to use that for a group by in Analytics. I am able to get the custom field to show as a filter, but not a group by. The field is a single line text field. Any ideas? I reached out to support, but they are at a loss and need to escalate the ticket….

Olga SolCommunity Debut

asked in Knowledge Base

Links are not working

Hi, When I am creating an article, I add a link to another article from solutions. When I am trying to open the created link it is not allowing me and it opens the homepage although the link is reflecting. FYR we have closed common access to solutions. i.e. articles are available for our agents only. I use a lot of links and this would be really helpful if you could give me a solution to this.

Ben PaddickApprentice

asked in Automations

Assistance Required with Utilising Custom Objects in Forms and Automations

Hello Freshservice Community,I am currently exploring the capabilities of Freshservice, specifically focusing on the integration of Custom Objects within Service Request Forms and subsequent Automations. However, I am encountering some challenges in implementing this as per my initial understanding, and I would greatly appreciate any guidance or clarification you might offer.Use case below: Teams Automation using a Template selection in human readable format that get the Template ID from related field in custom object. Scenario:I have created a Custom Object with the following fields:Teams Template Name (Text - Lookup) Teams Template ID (Text) Teams Template Description (Text)My objective is to utilise these Custom Objects to streamline a Service Request Form and an associated Automation.Service Request Form Configuration:Field Name: Teams Template Selection Configuration: Dropdown field linked to Custom Object > Teams Template NameAutomation Attempt:Reader: Set to filter where Team

dtavisserApprentice

asked in Automations

Asset automation change used by field with a custom field from requester/agent

Hi all,We have a difference in domain login and used by field on the asset, which we discover through the agent. We use the domain sync of the fresh service probe from the accounts. Now the automatic asset mapping does not work.We've added the AD sAMAaccount as custom field on the profile, which is now visible based on the custom mapping We would like the update the asset, based on a match between the new custom field and last login field on the asset. With that match we would like to update the used by field and department fieldAny ideas how to build this in the automation?

jennifer.zhangApprentice

asked in How do I....?

Better visibility to tickets with 'Response Due'?

Hi everyone! I’m new to Freshservice, so I’m still poking around and trying to figure out what it can do.I would like a clear way to notify our agents when a ticket has a Response or Resolution Due.So far I’ve been able to set up email notifications using Supervisor Rules, but my team members are telling me that these emails tend to just get caught in filters since we normally receive quite a lot of emails throughout the day.Is there a way for me to have these notifications sent to a Slack channel instead? We currently have a Slack integration that sends a message to a channel whenever a customer opens a ticket, but I can’t seem to find anything similar for this situation.Alternatively, could we perhaps have all of the outstanding Response Due tickets listed in a single email that goes out once a day instead?Thanks so much all!

joanna.smithApprentice

asked in Ticketing & Agent Productivity

Ticket Feedback Loop

I wanted to check in about an issue we've run into that impacts our ability to send/receive responses for tickets if it goes unnoticed or unaddressed. Essentially we had a ticket in which the requester copied in another email alias for a 3rd party vendor that was also using a ticketing system with an automated instant generic reply ("We'll review your request within X days and get back to you..." etc.). It then triggered our FreshService instance to then also send our canned auto reply and create this ongoing feedback loop of the systems going back and forth sending the same generic message to each other (screenshots attached). Right now we do have a workflow automation in place to keep this from happening and have since added this specific alias to it. My thought is that though we do have our workflow automation, we can't necessarily control for the variable if a requestor is copying in a new alias that may also have an auto response, only address it reactively as it happens and comes

MuhammedApprentice

asked in Analytics

problem with analytiecs.

Hi All,Could some one tell me how to get the request type and sub-type in analytics without adding servise items in the Filters.Thanks.

nsaltzmanApprentice

asked in Ticketing & Agent Productivity

Not getting reply emails

Whenever someone replies to our help ticket is reverts to support@dusd.freshdesk.com not our ticket email in our email domain.

RazorSkilled Expert

asked in Ticketing & Agent Productivity

Replies to forwarded emails always blank

When forwarding from a ticket, the reply to that forward comes in as a private note, any replies to to that private note get logged as a private note on the ticket but they are always blank except for the email chain appearing in the note.I’ve been pulling my hair out trying to figure out where this is going wrong and why the reply is always blank in the private note except for the email chain that is being replied to.Any suggestions here on how to fix this would be appreciated.Thanks.

anukritijApprentice

asked in API and Webhooks

GET request issue (API)

In the below url : f'https://{FRESHDESK_DOMAIN}.freshdesk.com/api/v2/search/tickets?query="created_at:{date1}"&page={i}'I am passing date1 in 'YYYY-MM-DD' format but i am unable to get the result if I pass in 'YYYY-MM-DDTHH:MM:SS' format.Also I guess it would be better if you guys increase the page limit in GET requests. It is possible that there are more than 300 tickets created at any date, in that case it won’t be possible to fetch all of them.

Elizabeth0716Apprentice

asked in How do I....?

Agent availability

Hi experts, my status was being turn on somehow by other people when I was out of office. This issue happened to my team for multiple times. Is there any way to check on the history of when/who’s updating my status when I’m away?Many thanks.

NathManApprentice

asked in Freshservice – London User Network

{{cf_employee_name}} - Not working on Offboarding forms

viceperApprentice

asked in Automations

Automatically Set change request as closed once a service request is closed

does anyone know if I can automatically Set change request as closed once a service request is closed?

viceperApprentice

asked in How do I....?

Associate Service Request with a Change Request via API

Does anyone know if it is possible to automatically create a Service Request once a change is pending implementation, and associate it with the Change that generated that request?

stoff75Apprentice

asked in Assets

Updating Assets using Powershell

Hello,I’m trying to bulk update assets in our Freshservice with "warranty_expiry_date" from HP and hitting two main problems. One of them is specific to powershell, the second is quite general regarding how asset properties are structured. Hoping someone can help?1) When checking the documentation for updating assets, in the sample code the properties in the "type_fields" section has the suffix "_25", like "product_25". Where does the "_25" come from? What’s that ID doing there? It doesn’t seem to be the ID of the asset and I can’t find any information where it comes from? When checking my own environment I have "_26000456017" and not "_25". But how can I programatically know what to have there when updating the asset if I don’t know what it’s supposed to be? Or is it the ID of the Freshservice instance, in which case it should be the same for all assets (which it appears to be)2) When doing this using powershell I'm getting "415 - Unsupported media type" which is the general error for

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Workflow Routing

I think I know the answer on this, but coming to the community to see if anyone else has any ideas. We have many custom workflows based on the service item selected. We have a general workflow that will update the details of a request (priority, impact, urgency, etc) and assign it to a group for all other service items that are not part of any other custom workflow. We have a custom object table setup for all our service items that list the group to assign it to and approvals that may be needed. If a request comes in for a service item that has a custom workflow, the ticket goes through both the custom workflow and the general workflow, causing issue with approval routing. The only idea I can come up with to prevent this is to exclude those service items that have a custom workflow in the general workflow. Any other ideas to prevent this?

Lee BApprentice

asked in The Agent Experience

Profile Notes

Hello Team!! I am trying to find an easy way for our team to see notes for a profile without having to go to the profile to check it out.

phsolvdApprentice

asked in How do I....?

How do I check which Freshdesk version?

How do I check which version of Freshdesk I am currently running?

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