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Top Contributor
gdavid16Top Contributor
asked in Ticket & Workflow Management

Workflow to run on the due date

is it possible to run a workflow on the due date and time? trying to provide flexible automation so that the helpdesk team can own the offboarding process, and make adjustments if anyone asks for a small change to one of the offboarding tasks timing. trying to use the due date to kick off workflow automation that kicks off powershell scripts. how can i get a datetime based event trigger?  

7
Roxwell
Community Debut
4 days ago
S
Apprentice
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

7
D
Community Debut
19 days ago
N
Apprentice
nmillerApprentice
asked in Analytics, Reports & Dashboards

Agent Reporting - Ticket Company Name Missing

We’ve always run a version of the time sheet summary report as the basis for determining hours worked by client.   This month - we noticed that some customers were missing from the report for one of our agents.  Looking deeper into this it looks like the “Ticket Company Name” value is missing from all tickets for a couple of our clients.   Oddly, it is missing for ½ the tickets for a third client.   I’m trying to figure out where this gets set in the ticket - and how to ensure that it is always set on every ticket.  Help please?

7
riazoo518
Community Debut
5 days ago
A
Community Manager
anupama.phalCommunity Manager

Freshservice Release Notes - May 2024Release notes

 Note: All the features/enhancements below will be available on Starter and Growth plans on May 15th, 2024 & on Pro and Enterprise plans on May 29th, 2024.Product version: 2024.R05L.01New Features and Enhancements Measure the impact of Freddy Copilot Enhancements to Similar Ticket Suggestions Custom objects and lookup field enhancements Analytics support for Problem analysis section OAuth Authentication for Freshservice APIs  Custom Roles within Neo Admin Center Custom SSL Enhancements Use public APIs for On-Call Management Integrate Cisco Meraki with Freshservice Use Single Sign On (SSO) for Status Page Reports for Service Health Monitoring Discovery Probe 5.4.0 Improved Cloud Resource Discovery by Probe Identification of IT and Business workspaces Public API endpoints for projects & project tasks Freshservice Mobile App for Intune Important Updates Notices for new changes/upgrades/deprecation activities​​​​​​​ Bug Fixes New Features and EnhancementsMeasure th

82847
A
Community Manager
2 days ago
mltviray
Apprentice
mltvirayApprentice
asked in Apps and Marketplace Integrations

Can't integrate WhatsApp on Freshchat

We’ve been trying to integrate WhatsApp since last week, and tried all troubleshooting provided to us by the support to no avail. Anyone here has encountered ‘Error in Fetching Numbers’? What can be done about it?  Thank you! 

6
srikanthkarunakaran
5 days ago
L
Top Contributor
lulrichsTop Contributor
asked in Employee Onboarding

How to set due date as custom onboard field?

I cannot, for the life of me, figure out how to set the due date on my Onboarding tickets as the date/time that is entered on the form.  I created a custom field to identify the new employee’s start date and time.I tried using the expression to capture the date & time, then set the due date using that expression, but it just simply not working.This can’t be as difficult as it’s turning out to be, someone help me, please!😅

6
suvashini.balashanmugam
Contributor
25 days ago
S
Top Contributor
Secrecy7919Top Contributor
asked in Analytics, Reports & Dashboards

Can't share an Analytic report with anyone as account admin

Hello! I (and others in our helpdesk) have encountered an issue with trying to share a report created in the Analytics tab. When I go to the share button in the upper right of the screen, I get the list of users or groups to share the list with. When selecting what I want there is no way to save my selection. I am an account admin and I tried adding a regular user and another account admin but nothing worked. Like I mentioned, I am not the only one with this issue. Any help would be appreciated.

6
jasonWilliam9890
Community Debut
8 days ago
A
Contributor
abishekContributor

Wordpress Plugin

The Wordpress Plugin allows Users to login to their helpdesk support portal using WordPress authentication Admins to embed a Freshdesk feedback widget in their wordpress site Admins to convert comments into “Tickets”. http://wordpress.org/plugins/freshdesk-support/

1176
rinatkazantsev
Community Debut
2 days ago
S
Apprentice
satwant.singh-dhariApprentice
posted in API and Webhooks

Is there a way to search for tickets in API using a keyword?

Hi, i want to search tickets on basis of Title or Description with the help of API.So far i can get all the tickets or a specific ticket using this "/api/v2/tickets/" but i would like to know if there is a way to filter/search using a specific key word with the API.Something like this "/search/tickets?term=bug" or /search/tickets?query=bugThank you

6
slavka
Community Debut
11 days ago
J Pritchard
Apprentice
J PritchardApprentice
asked in Automations and Workflows

Newby here... be nice.... Changing Ticket Priority field

Hi, just about to take over a Service Desk and want to make some changes.Currently the SD does not use P1 - P4, the simply use Priory low, high etc.There appears to be no way to pre-set the user fields as above. is this the case?

6
M
Contributor
3 days ago
AndyRussell
Skilled Expert
AndyRussellSkilled Expert
asked in Analytics

Power BI timestamp query

Hi, we’re pulling data from ticket fields using PowerBI but all the timestamp data such as when the ticket was logged and responded to is 7 hours offset (earlier) than our current time zone.  Is there a setting somewhere to set the relative time of the underlying data? The times on the Freshservice console view of the tickets are all showing correctly. ThanksAndy

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AndyRussell
Skilled Expert
6 hours ago
R
Apprentice
ravisinghApprentice
asked in API and Webhooks

Azure Data Factory Pipeline Failing on GET using Freshdesk REST API

Hi,we are using Azure Data Factory copy function to get data from Freshdesk and copy it to Azure Storage (Data Lake) using the REST API. This has recently stopped working with Bad Request error 400.The connection is successful it’s the getting the data bit from the Freshdesk view that is failing.Have there been any changes recently that could explain this? Interestingly the same thing in Microsoft Power Business Intelligence still works. Thank you in advance for any responses, much appreciated.Ravi

5
D
Community Debut
6 days ago
Kihulane26
Apprentice
Kihulane26Apprentice
asked in Messaging Channels

Bug? Icons appear as weird symbols on web

Hey, I’m having a problem with displaying icons as correct content. When I inspect the icons it appears as this in CSS file: .icon-ic_close:before { . content: ""; } Instead of this:.icon-ic_close:before { content: ""; } I’ve read that this might be an @charset “UTF-8” issue, but from our side, the UTF-8 is set.Any ideas would be appreciated  

5
Arunachalam
Community Debut
12 days ago
stephanpoirier
Apprentice
stephanpoirierApprentice
asked in How do I....?

Files attachment in an article

Hello Freshdesk community!I'm new here, so please bear with me if my question seems basic.In the Freshdesk knowledge base, can we attach a document to an article in such a way that it doesn't appear at the bottom of the page, but rather beneath a specific paragraph? Thank you in advance for your understanding and help. Thank you

5
kamalasad
10 days ago
A
Apprentice
Anais HellwigApprentice
posted in Ticketing & Agent Productivity

CC recipients not taken over when replying to e-mail

When clicking on reply to an email, the contacts in cc are removed which is not helping our agents to work effectively.Also, if another email contact (B) responds in a ticket attributed to one contact (A), clicking on respond will only address the email to A and no longer to B.→ It would be helpful if this could be changed so that clicking on reply is addressing the email to the last sender and if Freshworks can build int the function "Reply to all". Freshworks communicated to us that this would need to be planned as an enhancement, but that unfortunately, there was not a substancial number of requests to prioritize this item which we found surprising as this seems to be a basic functionality.It would be great if we could therefore get support from this community to put emphasis on the prioritization of this item. Thanks a lot in advance!  

5
eeha0120
Skilled Expert
20 days ago
P
Apprentice
pavelobApprentice
asked in Automations

workflow automator change status if agent forward response to ticket ot externall email address

Hi,I'm solving issue to run workflow if agent forwards ticket to extenal contact. The goal is to change status to defined custom status. Can you explain to me how can I do it? Meanwhile what I have Event=Reply or forward sent, Condition=Requested for fields.requested for email <external_address> Action if "Yes": Set status to Custom1Action if "No":   Set status as custom2. But if I forward response to external contact, flow always goes to Action if "No". Thanks Pavel

5
Daniel Söderlund
Skilled Expert
26 days ago
S
Apprentice
staylor96Apprentice
asked in Automations

Task Automation - Unable to assign Tasks to the Agent assigned to the parent Ticket

Current state of issue: I have setup a Ticket Template for when we retire a device. We then setup 3 tasks that are created when the ticket is raised. We have 3-4 employees that share the work so we do not want to assign them to a specific person, however it is pointed to the Group, IT. Under the Task option for “Assign to” I have the option for “Event Performing Agent”. However, this immediately assigns the child tasks to the requestor rather than leaving as None until an action is performed on the ticket. Goal: I want these tasks to be assigned to the agent who self-assigns the parent ticket to themselves. Any advice?

5
Sarah6smith
Community Debut
18 days ago
RobinHen
Skilled Expert
RobinHenSkilled Expert
asked in Analytics

Analyse a teams performance

Hi, I want to create a report that displays the performance of a team.It should include the number of tickets resolved per agent, but also the tickets re-assigned to other teams per agent.I can't figure out the second part. Can anyone help me with this? Much appreciated,Regards,Robin 

5
RobinHen
Skilled Expert
21 days ago
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Automations and Workflows

tasks and workflows

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

5
L
Top Contributor
6 days ago
P
Community Debut
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?

5
Sujitha Dhanaseelan
Community Manager
3 days ago
radhika.narayanan
Skilled Expert
radhika.narayananSkilled Expert
published in Apps and Marketplace Integrations

Track and manage assets with Freshservice + Intune🔄💻

Hello folks!👋We are back with another episode of Appsolutely Connected with Freshservice—your weekly guide on exploring game-changing integrations for your service desk operations. Ever felt like you're in an IT maze, struggling to navigate the web of devices, apps, and their health status? The complexity of this challenge often results in delayed issue resolution and potential disruptions to end-users' productivity. Freshservice + Intune lets you efficiently manage and troubleshoot devices while ensuring your service desk operations are top-notch is top of mind. This integration lets you sync discovered apps, mobile, and computer devices managed on Intune within Freshservice asset management, offering a comprehensive view of your entire device landscape. 🌟What can you achieve with this integration? One-Stop-Shop for Asset Managers: Get a consolidated view of all devices and their information fetched from Intune, accessible in Freshservice. Insights into Asset Health: Gather detailed

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sbrasser
Community Debut
17 days ago
O
Contributor
oclews10Contributor
asked in Ticket & Workflow Management

Workflow trigger to resolve a ticket once a resolution has been added

Hi Folks!I’m trying to setup a workflow in the Ticket Automator that will automatically set the status of a ticket to Resolved once a Resolution Status has been added into a ticket. To test this currently, I’m simply getting the workflow to hopefully run once the word “Test” has been entered into the resolution note box.Unfortunately, this does not seem to be working unless I make a change to the ticket properties and hit the Update button… It seems as if somehow I need to get my workflow to trigger without needing to hit the Update button on Ticket Properties?!I’m not sure if perhaps I can trigger this by forcing another field in the properties area of a ticket to be updated… But it would be brilliant to make this work, we are trying to reduce the number of clicks required for our agents when resolving a ticket and this would certainly be a huge help.These are the 4 steps in my workflow I have setup…Event (1st step):Expression Builder (2nd step):Condition (3rd step):Action (4th step):

5
O
Contributor
3 days ago
K
Apprentice
kohudafApprentice
posted in How do I....?

Integrating Freshworks Solutions for Improved Customer Support in Mobile Games

As a mobile game developer, I'm currently exploring ways to enhance our customer support processes and ensure an exceptional gaming experience for our players. I've been intrigued by Freshworks' suite of customer engagement software and believe it could significantly benefit our mobile game development and support teams. How can we leverage Freshdesk’s features to offer in-game support to our players seamlessly? Are there any best practices for setting up a knowledge base or FAQ section within the game to address common queries? How can we enable real-time communication with players to resolve their issues instantly?

4
rikazkhan
28 days ago
G
Skilled Expert
GeraldSkilled Expert
asked in Ticket & Workflow Management

Azure Orch - Remove Multiple Groups?

Hello,I have successfully checked the user ID and group IDs with Get User Details in the Azure Orch, but for Remove User from Group, Freshservice will not accept multiple group IDs separated by commas. It will only accept one at a time. For an offboard, how am I able to remove them from all their groups after disabling them?I must be missing something, as there would otherwise be no way to have individual steps for every group, or if there were, that would be needlessly complicated. 

4
Tanu Bansal
Community Debut
20 days ago
G
Apprentice
Grant24Apprentice
asked in How do I....?

Freshchat disconnecting

Is anyone else getting the below error? I have confirmed with our ISP that the problem is on Freshchats side. I have tried multiple browsers on multiple machines same problem.  

4
srikanthkarunakaran
10 days ago

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