Freshdesk

Someone correct me if my thinking is completely wrong here, but I don’t understand why certain cloud integrations are not Native features of Fresh Service. They can still be in the app market place, if desired, but should be 100% developed and managed by Fresh Service corporate.I support having a 3rd party app market place, but some features are too foundational to an ITSM product (for many environments) to trust to a 3rd party.Example: The asset tracking features of fresh service offers a lot less value if it don’t sync with the customer’s MDM product.In my opinion, there would probably be a dozen or two major IT companies that Fresh service should have native integration or official market place apps for. Fresh service has a native discovery probe. Why isn’t that a 3rd party market place app? They saw reasons to make that a native product. They need to do the same thing with other critical features like Asset sync with cloud services.  

Hi all, I’m trying to hide the ticket options in the portal for all but one segment of our customers. I have these customers separated in to an “Admin” segment. I see a snippet to hide the ticket options alltogether, but not for a specific segment. I was given the placeholder portal.user.segment, but I’m not great as CSS and can’t figure it out! Can anyone help?  the snippet I saw in another thread to hide tickets all together from the portal: #header-tabs a:nth-child(4){ display:none;}.footer-links a:nth-child(4){ display:none;}

What am i doing wrong on this report, shouldn’t all tickets be either within or in Violation of SLA?Why isn’t the combined the same number as Total? 

Hi,I want to show a set of information in tabular format.  When I create a chart there’s no option to choose Tabular.  I can only select things like summary chart or bar chart etc. In some of the demo reports there are reports in there with Tabular style.How do I display data as a chart like excel on the page and pick and choose columns to add to it?

Hi, I tried to fetch closed tickets older than 2 years with the following query:api/v2/search/tickets?query="updated_at:<%272021-09-01%27%20AND%20status:5"The API however returned tickets older than that, for instance a ticket with the updated_at field with the value "2021-09-06T10:11:59Z".Is this a bug or something I´ve misunderstood about queries?

As we understand this issue, we:Can not change the five stages in the hiring process Can not change the “default” substages within these stages Beyond the limitations above, we can not set a custom template of stages and sub-stages for *all of our recruitments* Can someone confirm/clarify any or all of the above?These are all surprising and disappointing limitations for a premium product that otherwise has value for us. Please remove these limitations on customization to reflect your appreciation of diverse hiring processes and approaches and your acknowledgement that “Every job role requires a different interview process.”Thanks. 

To clarify, I’m asking YOU how YOU do YOUR scheduling. How can our company use Freshdesk to schedule tickets while getting an overview of who is doing what, where, and when? I’m having an incredibly difficult time grasping the concept of scheduling a date and time to resolve an open ticket. If I’m assigned a ticket on Monday that needs to be resolved by Friday, how would you suggest I add this ticket to my Outlook calendar? This should be an extremely basic function yet several support agents have be unable to suggest anything other than “use Google”.  We do not use Google. We use M365. None have even thought to suggest the Zapier integration which I have started to test but find quite limited. 

Hi,Part of activity is recurring and we need to remind some of our customers to send us specific information/document every month / every quarter / every year.I know which companies have to receive those messages from my custom fields.Can I schedule from Freshdesk a recurring automatic email that would create a ticket so that my customer only have to answer to it ? Today, I use Blossom.

Since this basic function isn’t built-in to one of leading ticketing systems, how are people scheduling tickets with Outlook? I’ve asked about Outlook Calendar integration with support chat and via direct email to support@freshdesk.com. Freshdesk has not provided a response.   There’s not even a ‘calendar’ tag available in this forum. Are people just not using calendars any more? How to you schedule your day and week? 

Hello!The curated report named Tickets - Satisfaction Survey shows satisfaction score in the top left area. When you click the "View responses" link (see Screenshot 1) to be able to review either all surveys or sorted by an agent, it takes you to the Legacy Reports (see Screenshot 2). Is this intentional? What will happen when the legacy reports are discontinued in October?Screenshot 1Screenshot 2Thanks in advance.

We have encountered issues with font sizes in Freshsales Suite that are known previously by other customers and make Freshsales Suite unusable for outbound emailing.   I wondered if anyone across the community had encountered the same issues and/or had found a workaround. The Freshsales support desk highlighted that we should factor in a magnification of 1.33 when choosing font sizes in Freshsales as when any email is received in other applications like Gmail, m365, outlook they will be displayed in a smaller font.  Whilst annoying to have to calculate font sizes so that they appear in the normal range of font size 11-12 I have since found out that Freshsales has a gap in font sizes.   8,8,10,11,12,14,18 …..  To cope with a 1.33 magnification a font size selection in Freshsales of 13, 15 or 16 needs to be available to create a resulting 11-12 size font in other applications.  The support desk suggested a work around in changing the HTML code but then admitted that the change wouldn’t w

Since a day or 2, the number of Open tickets on my dashboard is wrong and shows 1 ticket more than there actually are open tickets.Anybody have the same issue?It's quite annoying to think there is an open ticket, when there isn't any.

I’d like to export task names, status, completed date, and any other associated metadata as well, using the Ticket Export function in FreshService. Expected behavior: Tickets → Export → Check a box for “Tasks” to include on the report. Current behavior: Tickets → Export → There’s no visible feature to include Tasks on the report. For a use case, I’d think of compliance. You normally need to send auditors reports. With Fresh currently, I’d have to submit screenshots of the ticket if I wanted to leverage the tasks feature for compliance. Support told me this was already an internal feature request and was advised to create an account and submit a post here. Thanks!

Hi, I am creating an automation wherein I send test emails (using power automate) to our helpdesk email with an HTML table within its body. HTML table is working fine when viewed through browser or if it’s sent to a non-helpdesk email, unfortunately when it is being sent to our helpdesk email it is being formatted with no CSS.How the email body when it is sent to a non-helpdesk email (my personal email):How the email body received by our helpdesk email:I’m kind of stuck if the issue is with my email body or is this being limited by the platform. 

I see the endpoint firing, and I see how that stream is constructed from the attachments sample, but it doesn’t use the normal Api endpoint auth, it only returns 403 Unauthorized whenever I try./api/_/attachments is the endpoint I’m referring to. How do we Authenticate with it ?

Does Growth plan of freshdesk provides the API support to submit ticket through the crud operations and in order to connect freshdesk with other applications like asana and all?

HiThis is probably a really silly question, but I’m an admin in our FreshService instance, and I can create and update any workflow automations, however I can’t see any Execution logs.When I click the option, I get a message saying ‘no transactions found’ when there clearly HAVE been some workflows working as my tickets are updating as expected.Is there a role or some permissions that I need to be able to see this please?  

Hello, We are interested in utilizing the customer portal feature, but are looking for a way to hide our internal notes. We essentially created a contact (for example contact name would follow this scheme ‘Internal Notes - TiresRUs 00300’ ‘Internal Notes - TiresTireTire 00400’ etc.) for every dealer within our system. We then link this contact to the company in the name. This contact is used when we don’t have the person who called in as a contact or when we have a meeting with a large group from that company or even when we want to make internal notes about their account. The issue we are running into is that if we give the user access to see all tickets on their portal (all tickets for anyone with the company) then they could then see our internal notes tickets as the generic contact is tied to the company. See the dilemma? We are using private notes, so while the customer could not see detail, they could still see a ticket out there and it could lead to unnecessary questions.  Has a

Has anyone had an issue with some emails becoming tickets but not all emails? These are for new requests.I can see the emails in the mailbox but they are never picked up by Freshdesk.

Our customers are purchasing support hours tha we need to track, currently we are exporting the data for last 30 days regulary and manualy looking through it but that is to timeconsuming.Is there a way or some kind of marketplace app that enables a simpler way of time spent supporting a customer and idealy that can keep track of the quota for each customer. Thanks! BR

Hi Team, Hope all is well, So basically, I’m trying to use fresh service API to create some integration for our use,  We have created a custom field called “Required Members” in the ticket requested items that it searches in the user's directory and take it as an input, like the below screenshot:  So basically, I’ve used an API call from the documentation to retrieve me the values of all the custom fields that we configured to this ticket, but for this field specifically it returns us the ID of the user which we don’t need it at the mean time, and instead we need to retrieve the email ID. Below is the response to the API call  HTTP API call that gets all the ticket details which is used:https://<site>.freshservice.com/api/v2/tickets/<ticket_ID>/requested_items You can let me know if you have any question. Thanks, 

I want to add a 2 week duration to a ticket.  I use the following formula in the expression builder and I am not able to get the formula to add 14 days or save as a string value"{{ticket.created_at | date: '%Y-%m-%d'}} - {{ticket.created_at | date: '%Y-%m-%d' | date_add: '+14 days'}}"What am I missing?

Hello,we have a workflow that it’s basically a Create user Workflow for microsoft active directory (on premise). Suddenly yesterday we noticed that it’s not working anymore, we checked the entire workflow and server config, nothing changed, the ports are open, the orch connects to the server etc.... The freshservice logs says that the user has been created but actually it’s not created. If someone had same problem let me know if there is any solution to this.It’s not something really complicated, it worked with no problems for months.

HelloI am trying to set up the Intune App and keep getting invalid params.  I followed the instructions, to no avail.  Has anyone had this issue and if so how were you able to correct it?

Hello, I have 2 different portals in my organization, one is internal and another external.Today I can see that if someone uses the URL of the internal portal, they can access it and create tickets because the Everyone is set to create tickets in the portal options. Here is the current configuration: Is it possible to make the internal portal only accessible by internal people?