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Automatically merge EMails to already existing Tickets

Hi,I have a PowerShell script that automatically sends emails to external service providers in order to request the deactivation of user accounts in systems we don’t have access to.The emails are sent from the same address (max.mustermann@contoso.com) and the subject line always includes the ticket ID of the already existing service request.When the external service provider replies to this email address, a new ticket is created.My question is:Is there a way to add such a reply to the existing ticket as a note, or to merge the newly created ticket with the original one?

284

1 hour ago

mwieseApprentice

Ticket & Workflow Management

Onboarding without child ticket

I don’t need child tickets since we are small and IT does all the tasks, but when HR selects 7+ service items from the build kit only the first service item comes through on the ticket, but if I had a child ticket the rest of the service items come through. Issue is now I have to close two tickets when it could have been one. Anyone have any workflow automator’s to workaround this issue?

2 hours ago

David ErnstTop Contributor

Analytics

Custom fields in TASKS not available in Analytics

We have created several custom fields in TASKs for Tickets and Changes that do not appear in ANALYTICS to select for reports. Some of these fields are dropdown, text and paragraph, however none are visible to choose in the Analytics report column choices. Are there restrictions to the number of custom fields that can be available or the type of field that will appear as a choice? I have changed some from single line text to dropdown and Paragraph to single line text and they still do not appear, however other fields I have created do show as selections.

391

3 hours ago

Dev1Contributor

Ticket & Workflow Management

Can you trigger a Workflow when a user is created?

Brief summary of the ask:We have new users who login through an email link, at which time their FreshService account is created Because we want to control visibility of Service Catalog items of these new users... We need to be able to automatically assign these new users to a Requester Group based on custom criteriaIs there a way to trigger a Workflow on Created User event? Is there another clever workaround to this?Thank you!!

213

7 hours ago

DVTgApprentice

Automations

How to get CRM Messaging conversations via API (Growth Plan)?

Hello Community,I'm trying to retrieve conversations/messages via the API that we manage through the integrated messaging feature within Freshworks CRM (Freshsales Suite).We are currently on the Growth plan.I've noticed that when I access one of these conversations in the user interface, the URL structure looks like this:https://[your_domain].myfreshworks.com/crm/messaging/a/[some_ID]/inbox/0/0/conversation/[conversation_ID]Initially, I tried using the Freshchat API V2 documentation and endpoints (e.g., /v2/conversations), thinking it was the correct API, but it didn't work (I only received HTML responses, not JSON).Later, I found an API Key in my account settings section under the title "CRM API details", which makes me think I need to use the specific CRM (Freshsales) API. I've located the general documentation for this API here: https://developers.freshworks.com/crm/api/My questions are: Given that my conversations are under the /crm/messaging/ path in the URL, does this confirm tha

7 hours ago

Kamakshi VCommunity Manager

People-First AI Collective

Say Hello to Freshworks University — Explore the new Freddy AI Courses

Hello Everyone!We’re excited to introduce Freshworks University, our revamped education platform designed to help customers master Freshworks products with confidence and clarity. From onboarding essentials to advanced certifications, it’s built to support you at every step — helping you navigate complexities, uncomplicate the learning experience, and drive rapid impact in your business. What’s new with Freshworks University? ✅ Role-based learning paths tailored to real-world use cases✅ Revamped course content across the Freshworks ecosystem✅ Certifications to validate and showcase product expertise✅ A simplified, intuitive experience designed to make learning seamless and accessibleOn that note, here’s another exciting update — we’ve just dropped a fresh set of courses to help support teams level up with AI-powered tools. Freddy AI Agent (Freshdesk) Learn how Freddy AI Agent enables accurate, 24/7 customer support across channels — and how teams can configure and customize it to s

490

20 hours ago

kevinmoralesTop Contributor

Apps and Marketplace Integrations

SCIM provisioning via Microsoft Entra – is user provisioning via groups supported?

Hi everyone,We’re currently setting up SCIM provisioning from Microsoft Entra ID (Azure AD) to Freshservice using the official “Azure Active Directory Provisioning (SCIM)” app from the Freshservice Marketplace.We’ve followed the official documentation and user provisioning works fine when users are assigned individually to the app. However, we’re trying to manage provisioning using groups — and that’s where we’re hitting a roadblock. What we’ve tested: Created a Security group in Entra (not a Microsoft 365 group) Added the group under “Users and Groups” in the Freshservice Enterprise App Verified that the Provisioning Scope is set to “Sync only assigned users and groups” Provisioning works for individually assigned users ✅ ❗ But for the group, the following error shows up in provisioning logs:Group 'APP-Freshservice' will be skipped. EntityTypeNotSupportedHas anyone successfully used groups (specifically, Security groups) in Entra to automatically provision users into Freshservic

Validated json string gets error creating ticket

We are using https://www.toptal.com/developers/json-formatter to test validate our strings from our logs into json strings for creating a ticket.We had a verified json string, but an error when creating the ticket. The ticket works sending just “123”Any ideas? { "description": "<pre&gt;***************************************************************************************************&lt;br&gt;QQube Synchronizer - Starting Time: 06/22/2024 12:05:28 PM - Setup Wizard&lt;br&gt;Application Version 10.1&lt;/pre&gt;", "subject": "Log file from #0 Demo User Success 6/22/2024 12:05:28 PM Full", "email": "matt@clearify.com", "priority": 1, "status": 1 }

302

23 hours ago

abdelahmanelshafeyApprentice

Automations

Delete agents and requesters nods

i want when agent or requester is removed or deactivated from the system everything related to him automatically deleted like ( tickets - assets - nods)

121

23 hours ago

ammon.nelsonSkilled Expert

Apps and Marketplace Integrations

service bot on multi-tenant account

We have multiple tenants under one main account. Is it possible for me to select or change which tenant I want the ticket created in?

2127

1 day ago

PhilippLutzApprentice

Automations

Automatically merge EMails to already existing Tickets

284

1 hour ago

mwieseApprentice

Ticket & Workflow Management

Onboarding without child ticket

2 hours ago

David ErnstTop Contributor

Analytics

Custom fields in TASKS not available in Analytics

391

3 hours ago

Dev1Contributor

Ticket & Workflow Management

Can you trigger a Workflow when a user is created?

213

7 hours ago

DVTgApprentice

Automations

How to get CRM Messaging conversations via API (Growth Plan)?

7 hours ago

cpv

API and Webhooks

Validated json string gets error creating ticket

302

23 hours ago

abdelahmanelshafeyApprentice

Automations

Delete agents and requesters nods

i want when agent or requester is removed or deactivated from the system everything related to him automatically deleted like ( tickets - assets - nods)

121

23 hours ago

ammon.nelsonSkilled Expert

Apps and Marketplace Integrations

service bot on multi-tenant account

We have multiple tenants under one main account. Is it possible for me to select or change which tenant I want the ticket created in?

2127

1 day ago

kevinmoralesTop Contributor

Automations

Dynamically Set Approval Email in Workflow Automator

Hi!Trying to build the following flow in Freshservice: A requester enters the portal and selects a SharePoint access request. They choose a specific site and folder, for example: “Finance – Budget”. Each folder has a responsible approver — we fetch this person via a GET call. For example, we get that kevin@company.com is the approver. We now want the approval email to be sent to that dynamic email address, based on the selected folder. ❌ The issue:The “Send approval mail to” action doesn’t let us reference a custom field or dynamic variable. 🎯 Question:Is there a way to send an approval to an email address fetched dynamically from the workflow?Or is there any workaround (API, automation, custom object, etc.) to achieve this? Thanks a lot! 🙏

4011

1 day ago

nathanveneApprentice

How do I....?

Help Widget Background Styling (Dark Mode Issue, white background)

Hi there,I’ve embedded the Freshdesk help widget into my app, which supports both light and dark themes. In dark mode, the widget appears with a white boxed background, which stands out awkwardly. In light mode, the background appears transparent and looks great. I think is some ind of error.Has anyone found a solution? Thanks in advance for your help!Best,

121

1 day ago

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