Hello,While testing the API I noticed that the credits get charged without extra data being yielded. Eg: /api/v2/changes?include=requester,statsThis charges the credits by 3 credits while nothing extra is being returned. It yields the same result as /api/v2/changes This also happens when calling the (none-public) problem API. /api/v2/problems?include=requester,statsI understand that this is easily bypassed by using the API properly, but I find it unfair that we get charged which these credits without getting any benefit from it.Kind regards,Gerben
We are adding more and more other departments to our Freshservice platform, such as HR and Payroll.Just looking for best practice / guidance when it comes to tickets/process where we each need to action certain elements, or need to compete a part and then pass on.In the scenario of multiple elements needing to be completed by the various departments (such as a role change, location change etc.), is it best to create 1 ticket and then create tasks that are assigned to each agent/group? How would the other Agents see the ticket / task if the ticket is on another group's board? How do the agents assign time to the task/ticket? When running reports, and an agent can only see their own Agent group, how does that get impacted if the ticket is sitting on another group?ORIs it best to create Child tickets from the parent, and assign the child ticket over to the other group? What happens to notes on each ticket, can they be seen by the other group's agents? Do all Child tickets have to be resol
Hi all,I was wondering if anyone has any suggestions on how to handle sensitive tickets which you only want one group to be able to see, such as in our case, Security tickets.Our use case is - we want to be able to have our users log a Security ticket which is only viewable to a portion of our Agents (Security experts & Major Incident Mgrs). Our current solution sucks - we have had to make the entirety of our FS restrict access by group, so they can only view tickets assigned to their group. This is somewhat a workaround, however it means that access and visibility for all non-Security tickets is poor and I run into a whole host of complaints and problems around people 'losing' tickets as they get moved around the support teams. It requires a lot of admin, trial and error, and is ultimately not remotely scalable. It seems ridiculous that there is no way to restrict access to a specific group, but I have to instead restrict access for every single group.Wondering if there's any sugg
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