Freshdesk

Hey, Does anyone know how to make a report on Assets Warranty to capture all assets warranty expired to date? FreshService forces you to add a ‘Date Range Dimension’ which means you can only show the assets out of warranty within that date range (which is so stupid)… I would like to capture all active assets with warranty expired to date. Regards,Mark

Been working on a ticket automation that ties into power automate, I’ve had about 90% complete for a few weeks with this one part failing for me.  I have the ticket Automator built out shown in the screenshot, where it’s failing is sending out the approval, I don’t want to send it to the department head or reporting manager. I’m trying to have it send to one of our ticket groups, which is our security team. Tried setting it to be hardcoded to my email for testing and never get the approval, put our teams group and never saw that receive an approval email. Would love a simple way to finish this automation so aside from just assigning it to the security team, they are the ones to approve it. Automation and email

I’m new in freshdesk and I have the same question, however, the topic has been closed.Is there a way to adjust the size of the description field ? Most of my customers want to include a printscreen in the text, but then the windows of the description field is way to small.

Hi everyone,We’ve just rolled out Freshdesk and moved from Salesforce Service Cloud.In our business, we sometimes create tickets internally (for example if a customer is potentially fraudulent).  The team who picks up that ticket will then reach out to the customer via email requesting documentation.  The challenge we have is that sometimes agents just click on “Reply” and the ticket subject and original ticket description is shared with the customer (in situations where we’re handling potential fraud, this is of course an issue) unless they edit it manually via the Edit Ticket button.I used Zendesk previously, and there was a “Side Conversations” feature that handled this well, does anyone have any best practice on how to handle this in Freshdesk?  I was considering implementing a process to create a child ticket (and create some templates) to handle that conversation separately, but would be keen to hear if anyone has a way they do this really well.Thanks!

Our CIO responded to an email created by a ticket he had submitted. It added his responses as public notes rather than replies. Because of this, the automation to close abandoned tickets after 72 hours ended up closing the ticket, despite him replying. I have not seen this behavior before.  He is an occasional agent, not a requester, but when agents respond to email tickets, it correctly adds them as replies.I found some threads about a similar issue that are 7 years old. Has this been fixed? There is no modifier to “count” public notes. Public notes also don’t resolve the First Response, has to be an actual reply.  

In Freshdesk Analytics i want in the chart configuration sort by ticketID.What are buckets and how do i use them?Thank you for your anwser. 

How do I hide ticket types in the new Marina Portal?  I am unable to do so. Can someone please direct to the code to be added here?

Is there a limit in how many data exports you can schedule for the same module?I’m referring to the data exports under Analytics > Settings > Data exportI have already scheduled 5 ticket data exports there but if I wanna add another one it doesn’t let me select the module “Tickets”, it’s just not an option in this dropdown menu anymore: 

Hi, I just copy a request from another person because it is exactly the same issue that I am facing and this really needs to be changed because this wrong translation is confusing for our agents  We frequently experience issues with our agents that assign the wrong status to a ticket.In english it says "Pending", meaning that the agent is waiting on input from the user. Dutch translation according to Freshservice is "In behandeling", translated to english this means "in progress" or "please hold, i'm working on your ticket".These are 2 completely different statusses.Pending is translated by google translate to "In afwachting van". The translation we made for our customers is "In afwachting van uw antwoord". Translated freely this means "awaiting your reply".So is it possible to change the translation of Pending in Dutch towards “In afwachting”?Kr,Koen

I want to create a Workflow that pull a list of assets with the status ‘pending return’ and the email the listed ‘used by’ on the asset. the problem I’m running into is that ‘asset status’ is not something that can be filter by using a condition, but it can be filtered using the API and Web request. so I know have a string array with all the asset ID, I just don’t know how to use it since the all the action seem to require a string, and will not take a string array

Because this AI Bot chat, I can’t click Save.

Hi, I’m trying to create a report to show tickets created across our business hours, but it does not allow me to specify business hours or remove the hours that are not applicable, so instead of the report showing 7am - 5pm, it shows every hour of the day, despite no activity. Is there a way around this, as it doesn’t seem logical for this not to be possible? 

I’m trying to add a widget to a dashboard/analytics showing the least number of tickets created in a specific period by company.  This is to identify customers that have gone “dark” which may be an indication of dissatisfaction.

I want some things that I can't quite get done. Preferably just with Automations. But I understand that I need Webhook? But I don't understand why and how that works. What do I want:1. If subject starts with X then automatically adjust subject.2. If subject contains X in subject, then reply with email with attachment Y in the reply.3. If email has been sent to X, reply with email address Y.Is this possible with automations, and without Webhook? And if not, how exactly should I use Webhook? Can that be done without a developer?I don't use external tools now. We are a small company. And we would like to set up Freshdesk properly.

Hi all,new to here but have had Freshdesk in service for about 4 years.Recently, our agents responses have stopped being received by the recipient, very odd.We had this late last year, and resolved the issue. Just this week, it’s started to happening again, and I have no idea why.We use a custom mail server. Delete emails after fetching is unticked.Any other information needed? Thanks,Anthony.

We’ve just created a team dashboard and noticed that when we create a barchart showing tickets assigned to agent, its only showing 5 agents. However some of our teams have more than 5 people so they are not showing in the barchart. Please tell me this is something that can be formatted/changed and not the default behaviour?

Looking for a script that can be used in Mosyle to deploy Discovery Agent on apple devices

After adding an internal note and bulk closing a bunch of very old tickets owned by another agent I noticed my avg first response time increased from 1 hour to 5 months. I was not the owner of any of these tickets so not sure why that would impact that metric for me. Any ideas?

Apparently, the Asset Assignment History has been released, but it is not appearing on our web interface and the API (what I really want to use) returns a “403 forbidden” error.Example, curl -v -u api_key:<my_key> -X "Content-Type: application/json" -X GET https://<my_domain>.freshservice.com/api/v2/assets/<display_id>/assignment-historyWhat do I need to do to add the feature and/or allow access?

Hello...I like the option to create a Ticket on behalf of the sender when I forward the email to my support account.  However, I do not want to get the CC of that email send to me since it is redundant and then follows the ticket thread. Is there a way to NOT CC emails to me that I forward to my support email used to create tickets?  thx 

I want to delete 3 checkbox(I’m looking for help with) in export tickets, in portals support/tickets.I cannot find the configuration page, who can tell me where to configure it?

The built-in "Automatically assign ticket to first responder" automation is sometimes not executing. I can see from the ticket’s history/activity that it did execute for one coworker agent and myself, but not for another 2 coworker agents. The difference is that the first coworker and I are part of the same Group, which is the default group that all incoming tickets go through. The other 2 coworkers are not part of this Group, but were the first, and only, agents to respond to the tickets.Do ticket automations only run within a given Group? If so, how is this configured?

We have an Open Tickets by Department report and it includes a Tabular Chart with 9 columns for each record. When we have more than 30 records (tickets), the scheduled report is only sending the one page and not multiple pages when there are more than 30 records (tickets). How do we fix this?

Hi all, I thought this would be really straight forward… but I want to add To-Do list items to tickets via automation.For example “If an Agent tags a ticket as Offboarding, add these To-Do list items1) Disable Accounts2) Retrieve Computer3) Send Supervisor the Offboarding checklist” Am I unable to do that? It seems like a simple and obvious thing to want to do. I saw one other thread but they didn’t get an answer...