Request API - concurrency
Hi!I'm developing a custom app which will get data from a server request.The app invokes a server method which calls a freshservice API method to return data from a certain endpoint.This works fine when run on one instance.But behaves differently on multiple instances.If i have 2 users logged in:User 1 in chrome browserUser 2 in firefox browser.And refresh at the same time in both browsers. I get endless loop and many failed api requests. "RequestAPI - Received unexpected response from Parent" How can this be achieved without getting this error since it breaks it for both users.What is the best practice to handle user concurrency?I've attached an image showing my two console windows for two separate users.
Scheduled report attachment changed from .xlsx to .xls since 28th July
I’m raising this here because I’m not getting much progress with Freshervice Support.I had a scheduled report, ran once a day which emailed me an excel spreadsheet of all assets of a certain type. I then used this to update a powerBi report. Note: I don’t use the analytics API as I need to use custom fields which are not exposed on the API yet.Anyway, this was running perfectly and produced an attachment in .xlsx format.Since the run on the 28th July these attachments have been .xls format and won’t open (giving an invalid file format error).The scheduled report hasn’t changed.I’ve amended the schedule to include my personal email address as well as my organisation one to rule out any corporate format or security issues and I get the same results on both. Has anyone else had this or a similar issue?
New to Freshservice
Hello everyone,Our organisation is new to Freshservice and currently we are only using the ticket module to manage incidents and service requests. We are going to expand in to change, problem, project, knowledge, asset etc. Is there anybody out there who is already using Freshservice across these areas who would be prepared to spend a little time with us and give us an overview of what you have in place and how you are using the tool?Thanks
How Does Automation Impact Your Service Management Metrics?
Hello everyone, We recently launched our first edition of the Freshservice Service Management Benchmark Report (#FBR2021). According to the report, the average resolution time drops dramatically by 28% when organizations actively adopt automation.You can download the full report here.We also realized that automating workflows can also give a lot of time back to IT agents and help focus on other critical tasks.How did we arrive at this conclusion? We anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets to draw insights for key performance indicators (KPIs) across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions. Watch our video to get a glimpse of some of our key observations from the report.
Ideas for designing the Support Portal
Hi Freshservice Community,I have extensive experience with ServiceNow and the Atlassian suite. However, I am relatively new to Freshservice the platform. I am looking for a repository of HTML/CSS/JS code that I can leverage to build an awesome Freshservice instance.
Asset Audit Automation Workflow
I’m the Asset Manager of my organization and I’m looking at automations to change asset states and flag users if their laptop hasn’t checked in after a certain period of time. I don’t see a way to add last audit date as a condition ie: last audit date is greater than 30 days. Is there something I’m missing or is this a feature that’s not available yet?
Admin Api key
Hi Freshservice.If you are using the API in a custom app and getting the API key from a configuration/setting. (The settings/configuration is set when you install the app.)Is it possible to get it from the user object instead?Ex:client.data.get("loggedInUser")Lets say you use the custom app from another agent which should not have access to the Admin API key.Is it possible to retrieve the API key based on the user that is logged in, so Admin Api key is not exposed to lower levels of user roles.Users without the admin role can't access custom apps which means they can't configure their own API key in the app either.Is there a solution to this?Best regardsJonathan.
Moving other departments to Fersahservice
Good MorningWe are looking at having other departments outside of IT start to use Freshservice to capture their support requests.I was wondering if others have done the same as do you have everyone on the same Freshservice tenant or under different ones?Do you use a portal or one email address so just rules for multiple email address?
Create/add change from an incident
Hi,I got word from the advanced enablement training that it should be possible in some way to add a change to an incident. I take this should be the same way as associating the change like you do it in the agent portal. I was referred to https://api.freshservice.com/v2/#changes in order to find the supported way to do this. But it escapes me what method I’m supposed to be using.It would be great just to be able to add an existing incident to an existing change. Though my end goal would be to create a new change from a RFC via an Freshservice workflow automation via a webhook.Would be great if some light could be shead on this.Thanks!
Activity status of agents (online and not online)
Hello and good day. Is there a way to see the activity status of the agents? maybe on the dashboard? Important would be, active in the system or inactive since about 30 minutes. regardless of whether the agent logs off or logs on in the system. Does anyone have an idea how to do this?Thanks a lot :)
Avoid mail notification when requester and agent are the same user
By default for every newly created ticket a mail notification to the requester is send.However, it happens from time to time that an agent enters a ticket as a requester which he then processes himself. In that case this user receives three mail notifications. One because he opens the ticket as requester, a second because he assigned the ticket to himself and a third because he assigned the ticket to a group he is a member of.Is there any possibility to avoid mail notifications when the requester and the agent are the same user? Or further, can I avoid a notification when I assign a ticket to myself and have only notifications when assigning tickets to other agents?
Power Automate Ticket Connection vs Service Request
Hi all, Rather new to the Low code environment with Power Auto, I am running into an issue with using the Fresh Service ‘Create a Ticket’ Connection. I see in the API Doc it states that a ticket can be recorded as a Incident or a Service Request. When trying to connect the API connection with in Power Automate with a Service Request the Trigger is avoided altogether when called but if the ticket is an Incident it will trigger. "method":"get","path":"/trigger/helpdesk/tickets.json"Is there a way for pulling a trigger for a Service Request instead of an Incident?Kind Regards,Cam
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