Freshdesk

Hi  I see there was a topic where this question was raised before but I think the answer is a bit different from what was asked () And I am looking for the same thing, eg. I have a text or dropdown custom field which I would like to update when I am viewing the ticket list, not the ticket details, but the list I have for a client. So i would like to be able to leave a note on the ticket list without the need of opening the ticket. Like you can update the agent directly from the admin ticket list, but you can’t update a custom field’s value when on the ticket list. Is there any setting missing that could enable me to do that? Or this feature is not in fresdhesk yet? Thank youRita

Hi,we are newbees at freshdesk.I’m wondering if I can run the autmotion rules manually, to clean up the ticket overview.Espacially a rule that marks a ticket as spam.Thanks for a hintgreetsS.Roggatz

Hi, my custom fields are not appearing in the placeholders pop up under Ticket Fields.i am creating an automation which adds a Task to a ticket and I need to reference fields from the ticket to add to the notes in the Task.Thanks

In our ticket fields, we have the basic choices for sourcesHowever, when I go to create a ticket on behalf of a customer in the tickets section, under the source dropdown, only “Phone” is selectable. How can I set this up so that the other options are available from that dropdown?

Dear all, We just connected  the Freshdesk Omnichannel with Microsoft Teams and wondering whether is possible to modify the ticket form for end user? I wanted to set the Status, Priority and Group as fix and user no need to choose the options.Please advise. Thanks 

Hi, I want to update a custom field using the freshdesk API.This is the request I am making:Fresh.tickets.update_ticket(freshdesk_id, custom_fields={'Some Field': some_value}) This is the response I get: freshdesk.v2.errors.FreshdeskBadRequest: Validation failed: [{'field': 'Some Field', 'message': 'Unexpected/invalid field in request', 'code': 'invalid_field'}] 

For reporting purposes, it would be great if I could see timestamps for statuses.I would like to see how long it takes a ticket to go from one status to another so we can easily identify bottlenecks.Also the option to see how long it takes to respond to requesters. I can only find the first response, but I would also like to see how fast our agents respond whenever they receive a response

Hello everyone,We are customers of Freshdesk, and we wanted to bring our knowledge base inside our application so that the users always get help when and where needed. We thought, what if users could click on any part of the application and get an explanation? That explanation would be generated by AI based on the content we already have in our knowledge base, so we would not need to manage another content source. “Explain This” does that! If the explanation is insufficient, the user can continue to chat with the chatbot. As a bonus, you can see which parts of the application confuse the user without asking, so you can improve them later. We did the same with Tooltips. You set them once, e.g., attaching them to all labels or titles, and the tool figures out the context and generates the content for the user. It is powered by OpenAI’s chatGPT (GPT-4). The results we are seeing is less support tickets, but also less interactions with chatbot and faster in-app support. We call it Inline H

HiIn this ticket form scenario the customer uploads a completed form. ( this form is easier done by attachment rather than replicating all the ticket fields). However I want to be able to add some explanation text that is not related to a particuilar ticket field (ie not like the customer tips feature). For example I owuld like to add a line of text that appears above the attachment option that says “please attach your completed xxxxxx form. The form can be found here (link to solutions article)”…any suggestions?  

When styling the login page is it possible to change the order of and individually restyle the “Are you an agent?” and “Are you a customer?” login links?Ideally we would have the prompt for customers to login be much more prominent and higher on the page than the agent login. It’s not very intuitively laid out as it is currently (why is there a headset icon next to the customer login and the agent login?!). Appreciate any pointers that anyone might have. Thanks!

Hello, We designed Webhooks to call and update external applications from Freshdesk. If the API call fails for some reason, the feedback comes by mail after one hour (3 retries) or so.Did anyone put in place a more efficient and reactive way to handle Webhook failures and can share about it? We are a bit concerned about having to wait one hour to be notified about the failure of the update.Thank you

We’ve always run a version of the time sheet summary report as the basis for determining hours worked by client.   This month - we noticed that some customers were missing from the report for one of our agents.  Looking deeper into this it looks like the “Ticket Company Name” value is missing from all tickets for a couple of our clients.   Oddly, it is missing for ½ the tickets for a third client.   I’m trying to figure out where this gets set in the ticket - and how to ensure that it is always set on every ticket.  Help please?

Hello Freshdesk,We've successfully linked a WhatsApp account to Freshdesk, and the integration process was seamless.As we begin to receive customer requests through this channel, we've identified the need for an automatic reply regarding our office hours, etc. Could you please let us know when this feature will be available?Thank you!

We have a good amount of tickets that are auto closed by automation rules.  Is there a way to exclude these from all SLA calculations or would I need to assign them to a specific group and then exclude that group in the SLA analytics?

Hi, We have changed our domain to a new domain name which means we had to change all our email addresses as well. After doing that, when a client logs a tickets to Freshdesk, we do receive the ticket, but when we as agents reply to the ticket, it creates a new ticket.I have checked all the suggested setting as from the knowledge base, but it still happens. Any ideas?

Hi, currently I try to integrate Freshdesk in a chat application using the REST api. To do not spam our productive system for the tests, I set up a new freshdesk account and have chosen the FREE version.I tried to first get the list of available tickets according the example curl command: ​curl -v -u user@yourcompany.com:test -H "Content-Type: application/json" -X GET "https://domain.freshdesk.com/helpdesk/tickets/filter/all_tickets?format=json&page=1"​But this does not work. So the question is, is the REST API not working in the free version of Freshdesk?

Hi all - I have been creating multiple reports and wanted to understand if there is a measure/series of measures + filters that would allow me to see : ALL tickets that are unresolved and overdue/outside of SLA.When I pick any of the SLA-related out-of-the-box measures, it shows only what was already resolved outside of SLA. I want to see what the current unresolved pain points are. If anyone can provide me documentation or some guidance, I’d really appreciate it.All the best!

Hello, I am quite new to bot building so I hope someone can help.I have created a flow where a reference number is collected. This has the following regex validation applied:(700000[0-9]|70000[1-9][0-9]|7000[1-9][0-9]{2}|700[1-9][0-9]{3}|70[1-9][0-9]{4}|7[1-9][0-9]{5}|[89][0-9]{6})I have then created a condition where if the response is valid you to go dialogue 12.2, else dialogue 12.4.Where a valid reference number is entered this works as intended, however if something else is entered this is not going to 12.4, instead it is just asking for the reference again (12.1) leaving you stuck in a cycle.Is there something I have done wrong? How can a you get out of this cycle without entering a valid reference? 

Hi, we have a timesheet report in Analytics. It has a lot of rows but when running the scheduled export it exports 1 page of the report and cuts off all the other rows. How do I get the report to export all of the data in the analytics report (like the old Time Sheet Summary used to do).ThanksJon

I created a custom Single-line text Ticket field.I want this to appear in reports I create in Analytics, There currently is no option to include these fields.Are there any plans to allow this?  It seems logical that people would expect to be able to use these fields in reporting.  Thanks

Dumb question so forgive me but I can’t find the answer.  When I go to an analytics widget and select the three dots and then download CSV.  Where the heck is that file downloaded to?  I get a Freshdesk popup saying download in progress and then complete, but I can’t find it.  😫

Hello,I am trying to create a condition based ticket form for the customers to fill in when creating a ticket. So I have placed a ticket field into a section field under another field. Is it possible to add another layer to this and add a section to the ticket field which is within a section currently. I am also wanting to know if sections can be added to the default product field? Kind regards

Hello, are there any plans to expand the Freshservice API to be able to complete approvals programmatically?

I have a script that uses the v2 tickets endpoint to return tickets updated since a specific point in time.  The script loops through each ticket returned and, for each, calls the time_entries endpoint to retrieve its time entries.Examining the return headers on the very first API call to get the list of tickets reveals a rate limit of 120 and remaining count of 119. However, the first time the script calls for time entries (on the very first ticket) the API returns a 429 error. Presumably, this would be the second call from a rate limit perspective.We have no other apps using the API key. We are on a Pro plan.Any help would be greatly appreciated. 

I am working on an orchestration for when users go on leave that will block their logon by editing the “logonhours” attribute in AD to block logon.I am able to edit other attributes in the custom_attributes field without an issue, but when I go to update logonhours, I get the following error in the screenshot below: In case the picture doesn’t load for anyone, the error is:The request is not supported At line:1 char:1 + Set-ADUser -Identity 'CN=Test User,OU=************************************************ ... + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + CategoryInfo : NotSpecified: (CN=Test User,OU...s,DC=*********************) [Set-ADUser], ADException + FullyQualifiedErrorId : ActiveDirectoryServer:50,Microsoft.ActiveDirectory.Management.Commands.SetADUser Disabling the user is not an option as it will kick off other automation that will break other things in the domain including their IP phone setup. Is this field not able to be updated throug