Passing values in the new ticket URL

I don’t believe this is possible today but is definitely a feature I would have a use for as well. Would love to see something like this for service requests as well where you could provide the user a specific link with information embedded in the URL. For example, we use Proofpoint for our email filtering and when an email is blocked, it would allow us to generate a specialized hyperlink which includes the GUID of the email that the user needs released. Passing this information directly to the FreshService request would provide a way for our security team to quickly and simply find the related email and release it. We currently handle this use case by using Nintex forms and workflow in sharepoint to ingest the URL parameters and use the FreshService API to generate the ticket.

Hi.

I agree with @ggallaway ; This would indeed be very helpful.

Thanks for sharing the screenshot; I notice you can also launch an App with parameters. Maybe you can call a PowerShell script or other type of script and create it from that option ?

You might give a look to the API capabilities and Powershell (if working from MS Windows) or other standard options with curl, shown in the samples in the documentation.

https://api.freshservice.com/v2/#create_ticket

https://community.freshworks.dev/t/create-new-ticket-using-powershell-and-api-v2/2228

https://community.freshworks.dev/t/powershell-module-that-utilises-the-freshservice-api/7437

Regards,

Elvis.

zackzack wrote:

Is it possible to pass values to fields in the new ticket URL? 

 

With the RingCentral desktop app, we have the ability to open a new browser window when an agent answers a call. The idea would be to pass the caller’s name in the URL to fill out the requester field and set the ticket source as ”phone”. This would streamline the new ticket creation process by saving time not having to manually search for the user and set the ticket source.

 

Example URL might be...

https://FRESHSERVICEDOMAIN.freshservice.com/a/tickets/new?requester=%N&source=phone

 

 

Some fields can be set OOB like this https://ds-2023.freshservice.com/support/tickets/new?subject=TEST 

With a script in the Freshservice portal you can do the same with custom fields. 
I found one here on the form but can’t find now. 

 

But that is the enduser portal, ignore my post.