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Contributor
adecruyenaereContributor
posted in Freshservice

Asset Relationship Map View is not showing properly in IE11

When showing the relationships in IE11, the view  is scrumbled. When opening in Chrome this is working fine see printscreen 1

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Apprentice
4 years ago
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Contributor
ttubbsContributor
posted in Freshservice

Pasting Search term via Contextual Menu does not autocomplete results

This is a very minor issue but wanted to report it through the forum in the event anyone else has seen this occur.Not all of our agents are keyboard jockeys and prefer navigating with their mouse. When they are searching for a ticket number provided to them via external communication needs (Slack, email, etc.), the agent will copy the ticket number, right-click in the Search field in Freshservice, and then choose Paste from the contextual menu. When this occurs, the search results do not autocomplete in the search field.Typing in a ticket number or using the keyboard shortcut Ctrl+V / Cmd+V will autocomplete the search results properly.I have been able to replicate the issue in Google Chrome 68 on macOS 10.13 as well as Microsoft Edge 42 on Windows 10. See the attached recording for an example of the issue.

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Community Debut
4 years ago
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Apprentice
shihab_18228Apprentice
posted in Freshservice

unsecured Portals

the users from different portals are able to acess any portals with their credentialsExample User from portal 1 can access portal 1 and 2 and vice versa. 

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Community Debut
4 years ago
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Contributor
erick_16262Contributor
posted in Freshservice

BUG: "Requester Responded" flag still set after splitting a ticket

If a requester responds to an old or irrelevant ticket, and you split the reply off using the "Split this as a new Ticket" function, the "Requester Responded" flag is still set.Steps to reproduce:1. Have a user open a ticket2. Have the user respond to the ticket with a new problem.  (This new problem should be a new ticket, but the user didn't follow protocol and updated an existing ticket rather than submitting a new one.)3. Click the "Split this as a new Ticket" button on the irrelevant response.  This will remove the irrelevant response and put it into a new ticket.4. The "Requester Responded" flag will still be set on the original ticket, even though the response has been removed.

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Community Debut
4 years ago
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Apprentice
mjcabilao2011Apprentice
posted in Freshservice

How do I get all requester asset information like OS and etc.?

Currently I am in freshservice development and I created a app to check some of the information of the asset but unfortunately I only get like name.  client.data.get('requesterAssets') .then(function (data) { console.log(data); }) catch(function (e) { console.log('Exception - ', e); });  

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Apprentice
4 years ago
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Contributor
ngriegoContributor
posted in Freshservice

Fuzzy Service Catalog Item Images

We are having trouble getting crisp images uploaded onto the Service Catalog items we create. We uploaded a 130x130 image, we tried increasing the size / resolution, changing contrast settings, we even had support help us with configuring the image. Still fuzzy. What is really strange is if we "Change Image" the preview is crystal clear, it only becomes distorted when we save the item (draft or published, doesn't matter). Anyone else experiencing this or have a workaround?

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Community Debut
4 years ago
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Contributor
mwuContributor
posted in Freshservice

Problems getting refund?

Has anyone had issues getting billing support or refunds from Freshservice? They overbilled me by over $7000 and have been giving me the runaround for over 2 months now. They keep saying I’ll see it in 10 days but that never happens. I like their product so I do prefer to stay with them but this is ridiculous. If it were a few hundred then I would not be as upset.

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Contributor
4 years ago
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Contributor
karthik.pasupathy_oldContributor
posted in Freshservice

Spotlight #4 - Execute actions with a click using Scenario Automation

Many times, you would’ve come across a scenario where you would want to update information or perform a specific set of activities when you receive a certain type of ticket. It can be anything from adding a specific note for the others in the team, setting a specific priority or urgency, set an approval stage, or even add an agent or an admin as a watcher, etc. Scenarios like this happen several times during the day and performing them manually can be a little monotonous. If you’re thinking about workflow automator, I wouldn’t say it is wrong.All the aforementioned scenarios can be tackled through workflows. But, workflows get executed for all events whenever the conditions match. Also, I would personally prefer saving workflows for more complex tasks like ticket sorting, setting up an internal approval process, etc. If you ask me what am I getting at, my answer is “Scenario Automations”Scenario automation is a feature that allows you to perform a simple action or a bunch of actions wi

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K
Contributor
4 years ago
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Apprentice
sdietzApprentice
posted in Freshservice

Portal Homepage Customization

Hello,Is it possible to customize the homepage/landing page of the service desk?I find an old forum thread where it looks like a lot more customization was available in the past:https://support.freshservice.com/support/discussions/topics/308039Thanks!

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Apprentice
4 years ago
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Apprentice
james.bransdenApprentice
posted in Freshservice

Webhook - Update subject line when ticket logged

Hi all,Hoping someone could help with changing the ticket subject when a ticket is logged.I have a form field that specifies a list with 3 levels, and I want the subject to change to whatever was selected in the list.Here is the code that I have specified in the webhook:{“subject”: "{{ticket.untitled}} - {{ticket.cf_111}} {{ticket.cf_222}}"}Along with the callback URL that I used:https://DOMAIN.freshservice.com/api/v2/tickets/{id}Attached are screenshots of how it is setup.Many thanks in advance!

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Apprentice
4 years ago
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Contributor
mary.georgeContributor
posted in Freshservice

Spotlight #3 - How Placeholders (Attributes & Texts) Can Get the Job Done!

During the time of crisis, every email that you send out to a requester should make them understand that you care about them. Now, think what a generic sounding email message would make a requester think about your service desk. Wouldn’t it be nice if you could add a personal touch to all the emails you send?With placeholder (attributes & texts) you can get the problem sorted out in a jiffy. Confused much? Let me elaborate further as to how placeholder (attributes & texts) can come into play.#1 Personalize your emailsWith placeholders, don’t just send conventional emails rather add personal references (attributes) such as requester name or ticket URL to your mails to invoke the recipient’s attention and for a more personalized touch without much effort. To insert placeholders in your email template, navigate to Admin -> Email notifications -> Insert placeholdersYou can also extend the usage of placeholders (texts) to your service catalog and add them as an input field bel

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Community Debut
4 years ago
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Apprentice
salvador.eApprentice
posted in Freshservice

Allowing requestors to search all tickets

Hello,I know there is a feature to allow requesters to view all tickets within their own department, but is there an option to allow all tickets to be searchable by any requester in our system?The need for this is to allow users to search the whole system for similar issues that have already been resolved but do not yet have a solution article.Thanks!

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Community Debut
4 years ago
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Apprentice
jurell.paloApprentice
posted in Freshservice

Ticket will not generate if there are duplicate tags; case-sensitive tags considered seperate tags

Hello,Due to the way our FreshService is set up, the tags are, for some reason, case-sensitive - so "PDF" will register differently from "pdf", and "Internet Explorer" is different from "internet explorer".When I attempt to create a ticket with tags with the same spelling, but with different capitalization (in my case, attempting to generate a ticket with both 'pdf' and 'PDF' as a tag), upon clicking 'Create', all fields will be reset (save the tags) and I will be unable to send another ticket, even if I fill out each field one more time.Of course, submitting a ticket without repeat tags works fine.Is this an issue with us, or is it something in FreshService itself?Thanks for any help,Jurell Palo

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Community Debut
4 years ago
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Contributor
karthik.pasupathy_oldContributor
posted in Freshservice

Spotlight #2 - Improve Your Productivity with Calendar and Tasks

With so many incidents and service requests coming in on a day to day basis, there is a higher probability of you missing out on important tasks. But, we already have a well-known solution to handle this problem - Calendar and To Do Lists.Freshservice has Both a calendar and a to-do list helps you stay on top of your day to day tasks and complete them on time.This post will talk about how effectively you can use Tasks to be more productive every day.CalendarThe calendar icon in the top right corner of your dashboard gives you a complete view of all the Changes and Tasks scheduled for the day. A change is added to the calendar based on the planned start and end date you choose while creating a change.You can switch between tasks and changes and also get a quick look of tasks assigned to you the whole day, week, or month.And, not just that! You can also view tasks assigned to other agents or other members in your group.Tasks and changes cannot be added directly to the calendar. They can

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Community Debut
4 years ago
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Contributor
ttubbsContributor
posted in Freshservice

Auto Assignment and Tickets created outside Business Hours

We're currently using automatic ticket assignment (Round Robin) with an Agent Group. Our Support Team is only available for 18 hours of the day. When agents are done at the end of their shift, they turn off Auto Assignment to ensure they are not assigned tickets outside of their shift.Some customers will create tickets outside of Business Hours. Since no agent has auto assignment enabled during these overnight hours, these tickets are not assigned to anyone.While we can request that agents that are on the morning shift to check the Unassigned view for any tickets that came in overnight, I'm wondering if anyone else had suggestions on how they handle this particular situation.In an ideal world, Freshservice would look for any unassigned tickets and distribute them bit by bit once agents start becoming available (by enabling Auto Assignment).

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Contributor
4 years ago
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Apprentice
salvador.eApprentice
posted in Freshservice

Monitoring solution articles

Does anyone know if we have the ability to monitor the effectiveness of the solution articles based on the thumbs up and thumbs down feature? The only way I can find to check out the stats on if the user finds the article helpful is to manually click through the solution article folders.-Sal

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Community Debut
4 years ago
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Contributor
paul.nelsonContributor
posted in Freshservice

email notifications to customers not working

 Anyone help, so a customer raisies a ticket and recieves notfication of such from freshservice, after that, any reply too or from the customer is not recieved through an email notification. the ticket is being updated but no one is recieveing notification !! i have tried freshservice support they ony seem to work part time !!! useless !!!! anyone else help ? thanks

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Community Debut
4 years ago
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Apprentice
mike.elyApprentice
posted in Freshservice

How to remove web bug from outbound emails?

Every email outbound from the service desk contains a 0x0 pixel web bug in the bottom of the source, with an external href that looks like "<img src=3D"http://email.freshservice.com/wf/open?upn={long UUID}This shows up in common email clients as "blocked remote content" and causes friction. Not loading the blocked remote content does not impact functionality in any way.How do we get rid of this?

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Community Debut
4 years ago
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Contributor
rick.murphyContributor
posted in Freshservice

Using FreshDesk in conjunction with FreshService

 Is anyone else using FreshDesk within your organization for customer support, and FreshService for the organization's internal IT department? Wonder if anyone has tips on how to get them to work well together for a well-rounded support structure for the entire company.

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Community Debut
4 years ago
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Contributor
jaimeContributor
posted in Freshservice

URL Place Holders - Insert Incorrectly, breaks URLs.

When you put URL place holders into URLs it does not generate appropriately.*It use to work OK - something has changed.Step 1. Insert HyperlinkStep 2. Go back and edit the hyperlink you can see that it has added ad additional "http://" Which is wrong because the Ticket URL contains this already + It is HTTPS.I guess you could edit the HTML but we shouldn't have to do this.

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Community Debut
4 years ago
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Contributor
wadeContributor
posted in Freshservice

generateTargetUrl()

 I am trying to setup a webhook for Continuum to post its ticket updates.  They sent me the following about the payload they send  and how they send it to the webhook:We  are passing the Content-Type  as “application/x-www-form-urlencoded” in POST request.Body of the HTTP message sent to the server as a long query string -- name/value pairs are separated by the ampersand (&), and names are separated from values by the equals symbol (=).  Header:- Content-Type: application/x-www-form-urlencoded Sample body:- action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456 For GET there will be not body part, so no Content-Type. We will call the callback url  and the data will be append to the url Eg:- http://mycallbackurl?action=new&NOCTicketID=201811150000001&NOCTicketNotesID=123456How can I configure the webhook to work with this?Thanks,

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Community Debut
4 years ago
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Apprentice
michal.jungApprentice
posted in Freshservice

Cant update Asset over API - 422 Error Unprocessable Entity

Hey, so I've been trying to change some fields over your API, but it seems no matter what I send as a body I always get '422 Error: Unprocessable Entity'. Other API calls seems to work fine (at least these that I've tested). Any way to work this out? Or am I doing something wrong? I've been doing this according to https://api.freshservice.com/#update_asset Please help :(I'm using Basic Auth (using admin token - blurred on screenshots) - is there a chance that this token is good for viewing assets but not for modifying them? Or I'd get some other response like 401: Unauthorised?)Im attaching screenshots from created requests in Postman (GET that works and PUT that should update asset but doesn't). I'll provide cURL command if needed.

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Contributor
4 years ago
S
Contributor
scott.willettContributor
asked in Freshservice

Strip Email Signatures

Is it possible to add a setting that allows FreshService to strip email signatures from tickets etc submitted via email?

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Community Debut
4 years ago
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Apprentice
kelly.scottApprentice
posted in Freshservice

Alignment for Asset Locations

Hi,The alignment of locations is quite annoying to look at. Presently things do not line up in a sensible way. An example is attached.It would be good if everything lined up in an organised fashion.

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Contributor
4 years ago
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Contributor
wadeContributor
posted in Freshservice

CORS Policy

Anyone know how to do an API get request from the iparams page?  I keep getting this error when trying to pull in the groups to a dropdown for mapping between two systems.Access to XMLHttpRequest at 'https://domain.freshservice.com/api/v2/ticket_fields' from origin 'https://d3h0owdjgzys62.cloudfront.net' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource.Yes, i have added this to my headers.  It works from everywhere but the app.Thanks

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Contributor
4 years ago

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