Ticket & Workflow Management

Hello,I’ve been trying to engineer a way to allow forwarding from a ticket to the email address of another Workspace and can see multiple ways of potentially achieving this but nothing is nice and everything feels a bit too hacky. In this example we have the current scenario:Agent on IT Workspace wants to forward ticket to Business Workspace. Email addresses are as follows:IT Workspace email- it@email.comBusiness Workspace email- business@email.comThird email address set up as a Requester- third@email.com My current method is as follows: Agent on IT workspace wants to forward ticket to Business workspace, Agent forwards ticket to third@email.com.PowerAutomate flow runs on third@email.com - catches this email and then takes the subject and body of the originating email and puts that into a Send an Email node to business@email.comMy issue here is that if I include anything from the original email (subject or body) it will ALWAYS update the original ticket instead of creating a new ticket

Hello, We have an email address which our IT Workspace frequently forwards from tickets to and liais with the delegates of that email mailbox. Today that team was setup with a separate Workspace utilising this email address.Is there a way that we can still forward from our IT Workspace to this email address so that the team in the other Workspace can respond or would we be forced to use the Move functionality? It is causing quite the headache at the moment. Thanks!

Hello, We were using {{ include_attachments }} in our workflows when sending emails and approval requests but it no longer works. Approvals requests no longer include attachments and sending emails using workflows also fails to include attachments: Hi {{approval.member.name}}, A new Service Request has been submitted for your approval. Request Summary {{ticket.subject}} (#{{ticket.id}}) Requester: {{ticket.requester.name}}Priority: {{ticket.priority}}Status: {{ticket.status}} {{ticket.visible_service_item_fields}} {{approval.comments}} {{include_attachments}} For Approval/Reject Link click here You can also approve/reject the request by replying to this email with only one of the following words as the first line of the mail - 'Approved, Approve, Rejected, Reject'. Regards,{{helpdesk_name}} Can you guys revert the changes you done? I guess the problem is that this url is no longer returning attachments which was working fine until two weeks ago: https://company.freshservice.com/api/v2/

What are people doing within their Freshservice instance to be able to create a Risk “questionnaire” or have you setup anything that can help determine a “Risk” assessment/calculation for change tickets? Example: A change ticket is created/submitted and before it goes to cab there is some procedure that will ask some questions and based off of those questions, the Risk level is calculated. Also, did anyone setup a business rule that if any asset has been deemed, critical based on one of its attributes, the ticket (incident, Change ) will automatically be assigned a specific Risk level. For change tickets this would be part of the risk assessment.

See title We are using the change calendar, or Work Calendar as it is called right now. We can filter on the right to show the preferred items eq Status or Agents. However, this filter is not saved so every time we open the calendar we need to re-enter these options. We would like to save a specific view but this does not seem to be possible. Is this a bug? Or should this be a feature request?

Hello everybody, we are facing an issue with the new version of the agent search for service requests. To find the correct article we are using three digit codes as unique keywords. Before the search update, we only had one result per code and since our agents are used to this behavior that all relevant results are shown together, they are not satisfied with the new usability. For the requester search it still works as before the update with only one exact result: We can understand that it is an improvement to show other results that might be relevant to the search term, but we really think that these results should be separated from the most relevant results in the user interface. Does anyone else have this problem? Best, Larissa

Hello All ! We are facing bounce back an email issue due to spam in Freshdesk Ticketing tool when reply to ticket. As i have whitelisted its domain and email in O365 but still getting an issue. Can anyone tell how to fix this an issue or its from Freshdesk side? Regards, Abhay.

It appears that the default setting is to notify end users their ticket was resolved or closed. However, this end user is not told what resolution was to their ticket. Unless I am missing something, why would you not tell the end user what you did to resolve their ticket? Currently it is impossible to add a resolution note, unless you manually type it out. We process tickets that have a standard resolution, our previous system we are converting from automates all of this, we just need to choose a specific item. It adds the pre-created resolution and resolves the ticket. End users right now, just get an email that says Your ticket - ticket subject - has been closed. We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reply to this email. If this ticket was opened two weeks ago, I would have no idea what it was about. This seems like a failure on a basic feature.

Hi, I used to have a workflow that triggered an email to the line manager of the name of a person that was selected from a drop down option within a service item. See example below. (The approval would go to the line manager of the person selected in the 2nd drop down field and not the original requester) The workflow now no longer works and I am unable to fix it - is anyone able to advise how I can set his up again? Many thanks

Hello, my customers can't create a ticket as they always get the same message: You have been restricted from creating a ticket. Can you help me?

I have CRM alerts sent to Fresh Service for my team to monitor when something is off. If five different tickets are sent, and I decide I want to merge four of them into just one ticket for reporting and cleanup. However, I need to ensure that the status on the four merged tickets gets updated to “Merged,” so I can exclude them from weekly reporting, and the downside is going in and updating this manually... every...single...time. Does anyone have a workflow automator they use for situations like this? Thanks for the help!

I am trying to automatically raise an incident ticket when an alert is raised. I have a simple workflow to attempt this but it isn’t bring triggered. Help appreciated. New alerts are generated, however no incident ticket is raised. The “Activities” section of the alert has no log of the trigger, and the Alerts Workflow Automator section is missing an “Execution log”, so feel a bit lost.

I want to add information to a ticket via email but I don't respond via the original email of Freshdesk. Is that possible? Thanks for your help

I’m building out our internal knowledge base and forms to contact the Tech Support team. I need to add a multi-select option for our employees to reference the issues they are having. For example, an employee may have an issue with logging into two different platforms. It would be more efficient and a better user experience for them to raise one ticket with selects both of these options. Is this possible?

Hi all, I was curious to see how everyone was hand,ling their risk register and keeping a log of all risks and associated tickets related to a risk. For example, a risk is known and you want to get this signed off by the risk team or associated team and keep a register of all IT risks. ie Risk: MFA not enabled for a user group. Description: blah blah MFA is used as a security measure. Request has been submitted to revoke this. Approval: Accept Risk, Decline risk and enforce best practice.

New to FreshService, so apologies if this has been answered elsewhere, but I cannot find it. We have a set of Service requests that need to include a choice for the requestor to pick, to effectively sub-categorise the ticket. Each of the SRs will have different choices (52 total choices across 13 tickets). The team dealing with these tickets needs to be able to see the choice that the requestor has made on their group Ticket page so they can filter by them - they work on different subcategories throughout the week, as the process for each type is different. We’ve set up with a custom field that has the dropdown option for requesters to pick from. But can’t work out how to see this choice in the ticket page or in reports I’ve tried a Web Request https://ourdomain.freshservice.com/api/v2/tickets/{{ticket.id_numeric}} but can’t see how to adapt this to return anything from custom fields, that could be written back to the ticket Can anyone help or steer me the right way?

Can I close parent ticket whilst a child ticket is still open?

I know that when requester accounts are deactivated, new tickets they submit are automatically marked as spam. Is there a way to turn this off or set up an automation so this does not happen? When an employee is terminated, we send them an offboarding email. But if they respond to the email, Fresh Service marks the ticket generated from the reply as spam. So, we are constantly having to monitor the spam folder for those responses. Is there a way to turn off this feature? Thanks!

We are having an issue where if an email is sent to one of the departments in Freshservice but also cc’s in another department in a seperate workspace neither ticket reaches either department? I am presuming this is due to the ‘email message ID’ being the same and Freshservice seeing that it’s already in the system…. But ideally need this to not happen!

Is there a list of all the liquid filters that are supported in Freshworks products? The solution here only points to a Github repository of some of the filters that shopify has and even in this list not everything is supposed inside of Freshservice. https://support.freshservice.com/en/support/solutions/articles/50000003382-powerful-placeholders-with-liquid-filters Link mentioned in article:https://shopify.github.io/liquid/basics/introduction/ I also noticed that some liquid filters don’t process correctly inside of an Expression node compared to a Action Node that adds a note. I stopped using liquid filters in Expression node after awhile due to having no way of knowing what syntax problem I am running into whether it is with the filter or Expression node itself.

Hi, if user send a email and then recals the email two tickets will be created in freshservice. Is there a way we can delete both tickets in Fresh service

Hello, We have 4 workspaces in Freshservice as well as the IT function. Everyone can create child tickets apart from our HR department….. Any ideas why?

Hi Guys, Is there a way to use workflow automator to trigger an action if a service stage changes from one to another? For example, if the stage changes from Anything to Fulfilled then trigger an action? Much like with Service Request Approvals, if it changes from anything to approved then trigger an action. I cant seem to work out how to do it with a stage change on the requested item. Thanks!

Hi all! I’m looking for advice in the use-case of “adding To and CC in the same email”. I’m sure that a custom app probably would solve this, but I’m looking for a more out-of-the-box feature as it belongs in the system rather than a custom code. -- The way we solved it at first were to add two actions (separated for the purpose of below screenshot), first sent an email to the requester (1) and second sent to all CC’d users (2). The customer then returned with the ask of combining these two into one email where Requester and CC are separated (as they should be) in the email. The recipients of the CC email got confused as they were addressed as “to” instead of CC without proper relevance or context. I totally get that! 1: 2: Being curious and problem-solving I also tried to solve this using API - which highlighted another finding. By using Postman in a GET I’m returned with all CC’s as email addresses: { "ticket": { "cc_emails": [ "alexander.fredriksson@synerity.se" ], }} When I parse t

New FreshService admin here, so apologies if there’s a straightforward way to do this that I haven’t found yet. We are using a Location field for a ticket (for the user to select the building they are located at) and we have also created a custom Location field on our Service Requests. These are both set to use the Asset Location as the Data Source (so essentially its a drop down with around 10 items). When a new Service Request is submitted, we would like the selected Service Request Location to be stored into the Ticket Location (as we have made the Ticket Location a required field). I’m trying to setup a Workflow for this for when the Service Request is added. I don’t see a built in way to reference the custom fields in a Service Request, so it looks like a Web Request has to be used. Is this correct? Once I have the Service Request’s Location, how do I set the Ticket’s Location? I tried to setup an Action using the “Set Location As” action, but it seems this wants a specific value