How do I....?

Hi everyone,I’ve been using FreshService for over 2 years now and I always thought this functionality is out of the box and all of my agents can see the details of our requestors when hovering the mouse over their requestors’ names, under the subject of the ticket:Apparently none of my agents can gather the user information like me, and the name of the requestor for them is written in black not in blue, and it’s also not linked to the user’s profile in FreshService.Does anyone know what role they need, or how I can open this functionality for all of my agents? I am an administrator in FreshService, so I am used to having more access than them, but I don’t see why this feature would be restricted for them and how to give them access to this box without promoting them all as administrators :)Your support is appreciated

Hi, Does anybody know if there is a way to remove English as a language from the Freddy suggestion window when replying to a requester?  Today we only use Swedish in Freshservice as language but English is the default language in the Freddy suggestion area.    

Hey guys, I want to automate the part where tickets get automatically deleted if it has an answer from our support. So we currently are still working trough gmail instead of freshdesk. Because we dont want all emails as seen, we forward all our emails from our info to a different email and use that for freshdesk. When we react trough our info mail and we then get a reply back from the client i want to delete the ticket automatically. First i thought we can do this by using a email contains … but it doesnt work since there multiple mails and i think it only scans the first email of the client. How can i make sure that the mails that get forwarded get deleted once our team replied to them and got a response again back from the client (Once we get response back it gets forwarded again).

Hello,i have been trying to to update multiple assets via API.The call im trying to make should update a type_field of all assets that are associated to an exisiting ticket, but i cant get it to work correctly. If I use a parser and want to parse the display IDs of all retrieved assets, it obviously runs into failure, because the URL contains the display ID of all assets im trying to update simultanouesly.Does anybody have a good solution for this? I’m super new to API so I don’t have any idea how to bypass the problem with multiple display IDs.Thanks in advance! 

Hello Community!I am trying to create a report to see how much time was spent (sum of tracked time) on tickets that have specific tags.The issue that I am facing is that every time I choose a metrics linked to timesheet, I cannot filter by tags.Any idea how I could achieve this ?Thanks in advance !Tonio.

Need to create notes with attachment by (client.request.invokeTemplate)  method

I am unable to download the list of tasks from the system. I need to generate and receive a sheet containing the tasks, but I do not see an option or functionality to do so. Could you please assist me in resolving this issue?

We are in the process of integrating vendors into our FreshService environment. It is essential that these vendors are visible and editable by non-admin agents. Could you please advise on the best approach to achieve this without granting admin rights to the agents? We aim to ensure that all vendors can be viewed and edited as needed. 

I’d like to produce a list (excel, pdf, anything!) of current categories, sub categories and items but I can’t find an easy way to do that. I can view them when i navigate to Global settings> service management >field manager 

I have a Business Rule that prevents any changes to incidents and requests in closed status.  I set the rule to enforce system wide and used validate form on submission to display an error.  That is all good. We also wanted to hide Closed status so people wouldn’t see it as an option and become confused by that error message. It seemed like a more elegant solution. I automated moving from resolved to closed after 3 days so that shouldn’t be a problem. Where the problem comes in is when I click on a Closed ticket if I need to look at activities etc.  When I have Closed status hidden the closed ticket will still show ‘Closed’ in the window in upper-right.  But the Properties window Status shows ‘Open’ and I can make changes all day long, including changing status, without triggering the validation error.  How do I fix this?

Hi all, Our team has been trying to get the Beyond Trust market place app integrated with FreshService and can’t seem to find where we went wrong in the setup. We’re testing in our sandbox environment. Error logs from FreshService show: Error on performing authenticatation on BeyondTrust, error code: 404Error on performing authenticatation on BeyondTrust, error data: Document Not FoundError on performing authenticatation on BeyondTrust. Error data not available Error logs from Beyond Trust show:The requested url returned an HTTP error code of 404. Has anyone ran into these issues in your setup? We’ve gone through both the Beyond Trust and FreshService versions of their documentation. What are we missing?  Thank you,   

Freshworks recognized as a “CHALLENGER” in the 2022 Gartner® Magic Quadrant™ for ITSM Platforms. Download the report to learn more.  

Hi guys, Shift + Close does not work anymore. Automatic response from closed ticket get s coming in.Any thoughts or known issue? Regards,Jemie.

Hello everyone,I have been a loyal Freshdesk customer for over four years and have consistently appreciated the service provided. Recently, due to our specific language compatibility requirements (supporting both left-to-right and right-to-left languages), we switched to another service provider better suited to our needs.We submitted our cancellation request well in advance—weeks before our renewal date. However, despite this proactive approach, we were informed that we are responsible for a full year’s license fee, in accordance with Freshdesk’s refund policy of 60 days. Given that we have not been using the service since our transition, and considering the significant amount involved, I believe an exception to the policy would be fair.I understand that policies exist for a reason, but long-term customers and exceptional circumstances should ideally receive special consideration. Has anyone else experienced a similar situation, or does anyone have advice on ho

Whenever we add new subscribers, they have to verify their email, sign into the status page, and then manually adjust their timezone.  Asking a large number of users to perform these actions is going to cause a lot of confusion and inaccuracies.  Is there anything on the roadmap to better manage subscribers, particularly when those subscribers are also requesters and employees?  We should be able to manage these as company administrators and not rely on the users to configure these things themselves.

Greetings,I have been pulling my hair out trying to find the right/best way to do something that seems simple on the surface. I need take the value of the Time Entry field “time spent” which unfortunately is stored as a String, and turn it into a number so I use it to then calculate against an “hourly rate” field associated with an Agent. The only part of this whole process I cannot get to work is the String to Decimal conversion. time_spent values are stored as a String like: “02:30” which means 2 hours and 30 minutes. Because of this I am currently using substring to split the values into the Hours and Minutes portions so I can then divide the minutes by 60 to get a decimal. I then need to add both back together. The closest I have come to making this work is:abs(substring({{P4.root.time_entry.time_spent}}, 0, 2)) + abs(substring({{P4.root.time_entry.time_spent}}, 3, 5)) / 60 This makes absolute values from the String portion

Hello,I am attempting to setup an automation in the asset module that updates the current location of a unit based off the IP address reported by the asset agent.The IP address field is parsed as a string initially, and I am performing an operation to extract the third octet. In my environment, every 10 digits in the third octet is a different location, so if I can determine the third octet is within the range of a site, I can assign the current location of the device. How can I convert a string type to a number type, for the purposes of performing logical operations within the workflow orchestrator?With the current logic I have built out, I am extracting the third octet of the IP address which gives me a 1-3 digit string, I need to be able to perform less-than operations on that string to determine the location to update the asset. How can I do that? Currently, the program rejects that as the result of that expression builder block is a

Hihi, working on some automation, yet missing the final piece, which isto obtain the attachment from purchase order studied the documentation (Service Desk API for Developers | Freshservice), no luck any guidance would be greatly appreciated! thanksJonathan

We have some kind of bug in a couple of our change lilfecycles. The field seems to be both marked as mandatory and locked in Change Lifecycle. There is no way to change this.Has anyone experienced the same problem?  

Hi I am Samir, from the Netherlands! 👋I'm looking for someone who can help me set up an e-commerce chatbot for webshop owners. I want to offer this chatbot to customers, but I have no developer experience and don't know how to handle the setup. Additionally, I want to implement a scheduling chatbot, but I'm unsure how to set up the calendar integration or even create an API library. Is this something that can be done easily, or do I always need a developer for it? Who can help me get started? A walkthrough would als be really great!

In our organization, we are trying to standardize group membership based on Department and Job Title. I’m also setting up our Onboarding module to automate as much of the setup in Azure/MS365 as possible. For instance, if we bring on a new IT employee, I want the workflow to add this employee to the relevant IT security and MS365 groups in Azure.I’m finding that in my Onboarding workflow there is no way to filter the requests by the department or job title of the new employee. The Condition node doesn’t allow to filter by Onboarding fields, just by the ticket fields, and the tickets themselves are usually assigned to IT or HR. Has anyone else had any luck using the Workflow Automator, along with the Azure AD - Orch app, to build the user account and add to security groups based on a new employee’s Department membership or Job Title?

On most forwarded tickets, I set the status as Waiting for Third Party and then the ticket reopens when a response is received.However there are a number of occasions where I cannot trust that I will receive a response and therefore leave these tickets open and use tags to show ‘Waiting for x’ and have this column visible so I can see the status. The problem is, there is no way that I know to see when a forwardee has responded without having to go into the tickets to check. Is there any way of visually being notified that a forwarded response has been received? Or is there a status change that enables me to see this? Many thanksGeorge

I’m having a problem getting the Feedback widget onto my customer portal I copied the pop up widget code and inserted it on the Portal Home HTML code but it just isnt taking However that Pop-up shows on the agent portal which isnt a great help as it needs to be available to requestors I placed it in the <section> out the <section> even added a body tag and encapsulated the script … but nothing 

Does anyone know, if it is possible to populate a custom field of a service request with the value of an asset type_field? More specifically I’m trying to insert the serial_number of a hardware asset after the Service Request has been created.I am able to get the serial number with a web request and parse it with the parser node, but cant seem to get the last request to work. I’m not sure if it is either the endpoint URL or the response body that is wrong or maybe it is not possible entirely? Thanks for the help in advance!

Hello,I'm wondering if it is possible that I change the button “Mark ticket as closed” for requesters. I found the option via “Admin → Rebranding ServiceDesk → Portal customization” that I can change the code for this button. But can I change this button to that a ticket will be marked as “resolved” instead of closed? Or if there is an another option to change this, please let me know.