Welcome to the Freshservice Community! We’re on a mission to make your ITSM desk faster, smarter, and better. We want to build a community of users to suggest improvements, test new features, report bugs, and help other members.
- 1,802 Topics
- 5,186 Replies
Requester replies via email not shown in portal
Whenever a requester creates a ticket, agent gets notified via email. Agent will then login to portal and submit a public note to the requester. Requester then will receive a reply in email indicating there is a new comment. In that email as well, freshservice indicates that "You can also reply to this email to add to your comment". When they do so, i get an email notification but her reply doesnt appear in portal. How can i ensure that any replies they make via email gets shown in their portal case as well?
Workflow Automator - Sending custom emails based on certain conditions
There is the option to send an email to the requester, or send an email to a specific email address, if certain conditions are met.How do you make this function work? As I have set this up in my workflows, and these custom emails are the only workflow actions that do not happen when they should.Has anyone else experienced this?
Freshservice emails not being delivered
Hi We recently moved to Freshservice and have a custom email support @ company name.com being forwarded to Fresh services. We had emails working up until yesterday noon ET and then after than no emails are being RECEIVED from Freshservice. We checked our mail servers, but there is no mail in the queue that was received from the Freshservices server. When we contacted support they provided that all is well answer. Has anyone experienced this issue before and can help with any root cause? Thanks
Using Workflow Automator when a Task is Assigned
Hello,I am trying to create an automatic workflow for when I create a task assigned to a specific ticket. I only want an email to be sent to one person, and not everyone that is currently assigned to the specific group in which the ticket resides. For example, I have a ticket assigned to the Fleet group. I then add a task to that ticket, that is assigned to a specific person. Currently how things sit, the person the task was assigned directly to receives an email notification and additionally all the employees in the Fleet group also receive an email notification informing them of the task creation and assignment. I would like to only have the person the task was assigned to get an email, and not everyone from the group. In the Workflow Automator I cannot see where i can choose specific email notification rules once a task is assigned, which is where I had assumed I should try to place my workflow. Thanks.
Reporting/Analytics: List of Service Catalog requested items
Hi, i tried for a long time now, but i wasn't able to create a list of requested items in a certain period of time (from the service catalog) with the following fields:Req. Item name, Department, and very important: the time sheet associated (time spent)Somebody with the same need here ?Stefan
IT assets handover protocol
Hi,I believe you All know the Situation, when a User gets new Assets like Notebook, Smartphone and so on. At the moment we handle that in an my mind old fashioned way. When we sent out the assets to our user, we add an Handover Protocol with the hope that they will sign it and mail it back. But it allways not work and we always have to ask again and again to get it backNow I brainstorme since days how to handle it a smart and digital Flow, for making IT Asset handover in a better way than now.I would be interessed to know, how do you handle it in Freshservice ? Has anybody of you a good Process or Idea how to make full digital and easy for the user ?
Email Notification template strips out html formating
Hi,I've tried editing the HTML for ticket templates but it never seems to keep all the styling.....For example in Visual Studio I created a very basic template:What I received in the email for a new ticket notifcation though was :In other tools like Spiceworks etc, copying basic html code from something like Visual Studio has worked flawlessly and the finished template is exactly what I designed.But the HTML in the Freshservice product just doesn't play ball....Has anyone had issues like this? Or can point me in the direction of a guide to how Freshservice HTML works in these ticket notifications?!Thanks,Scott.
Closing Parent Child Tickets with Mandatory Categories
Hi,I may be missing the option here but I would like to my Child tickets to inherit the Categories(including Sub Categories) from the Parent ticket when its closed. We are currently using the Ticket Closure Rule "All associated tasks should be completed" which almost makes the Parent - Child function useless if we also have to go in and assign categories for each of the child tickets before closing. Anyone else stuck in this situation?
Unable to Fetch Requested For details in Get API requests
Hi EveryoneWould relly appreciate if any one can help me with the following request.I am Unable to Fetch/read Requested For details in Get API requests when service request is submitted on behalf of othersTried using the following api's but couldn't get thw request for information in the response./api/v2/tickets/[id]/api/v2/tickets/[id]?include=requester helpdesk/tickets/[id]/requested_items.json /helpdesk/tickets/[id].json Only able to read the details of the person who have requested thw ticket but not the detalis of person on behalf of whom it has been requested in the GET API details.Thanks in Advance/DEva
Workflow Automator to allow approvers to make inputs on ticket
Hello. New Freshservice user here. I've searched the forums and Google for this, but can't quite connect all of the dots for a specific use case we have in using Workflow Automator. We have a few ticket types that require additional custom field inputs by the "next person up" in the approval chain. We are currently facilitating this in a Smartsheet workflow, but would like to migrate this into our new Freshservice instance. I don't see a way to do this currently. Does anyone have a workaround?Example, Requester A submits a Service Catalog request > Ticket is sent for approval to a manager, who must fill out 2-3 additional fields > Ticket receives final approval from department head > Freshservice agent(s) process the ticket.Thanks in advance.
Incident closed in Freshservice don't affect PagerDuty incidents
Hello team,May I request your assistance ?We've been using your integration for PagerDuty for a while and everything works fine, except when a FreshService ticket is closed, the status of the Pagerduty incident remains "Triggered". (Actually 2451 triggered...)Taking a look at the integration guide, especially the FAQ section: https://www.pagerduty.com/docs/guides/freshservice-integration-guide/ It specifies that a closed incident in FreshService should resolve the incident in PagerDuty. It's not the case here.Except this one, all the other actions mentioned in the guide works.It appears FreshService built out this integration in their platform and use the REST API to trigger and resolve incidents in PagerDuty.Is there a way to see all the failed actions that occurred during this process ? Including api calls ?I checked with PagerDuty team, they was not able to find any resolve requests via either API systems for closed ticket on FS. This would mean that either the request was never mad
Can I customize the Service Catalog Page layout?
Apologies if this is the wrong place to ask as I'm quite new to Freshservice. I find the cusomization options quite handy to be able to set out the portal as I wish. What I can't find is anyway to customize the layout and page design of the Service Catalog Page beyond the "adjust which groups can see which service request" For example I'd like to add a text paragraph to the Service Catalog Page to explain things to our users, as well as limit the number / potentially remove the options from showing unless the user clicked the Categories on the left. I find it quite overwhelming when you click Service Catalog and all of a sudden there are hundreds of options all thrown in your face at once. Thanks! Scott.
Agent API v2 missing AgentID
On the v2 API for View Agent/All Agents, the response doesn't include the Agent ID, only the requester or user ID.The v1 API returns both. The ID = AgentID and user_id = their requester ID.Without knowing what the agent id is, I cannot query or update a specific ID.So I need to pull data using v1 and update using v2.
API Post Reply not notifying Requester
Part of our onboarding PowerShell script is an API v2 call to post a reply back to the ticket with the new hire's login information. This script had been working fine for the past few months and replies posted via API would also be sent to the Requester.At some point in the last few weeks however, requesters no longer receive a reply notification when the API post is made. We have not made any changes to our script.
How to add Validation on time entry?
For example, I created at ticket level a new custom numeric field called "estimation" and each time a time entry is saved I want to check if the sum of all entries exceeds the "estimation" field.If it does. Don't let you save the time entry.If it has to be developed, can you gime me more info on how to do it? because in this case it is not a custom app.
Unfair API credit reduction
Hello,While testing the API I noticed that the credits get charged without extra data being yielded. Eg: /api/v2/changes?include=requester,statsThis charges the credits by 3 credits while nothing extra is being returned. It yields the same result as /api/v2/changes This also happens when calling the (none-public) problem API. /api/v2/problems?include=requester,statsI understand that this is easily bypassed by using the API properly, but I find it unfair that we get charged which these credits without getting any benefit from it.Kind regards,Gerben
Join the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Sign in to the Community
Social LoginLogin for Freshworks Employees Login with LinkedIn
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.