How do I....?

We have custom forms for our master data management operations. As seen in the screenshot, this form has different fields such as Customer Number and Company Code. Our challenge is, we want to consolidate some of the data from within the form for a lot of tickets (over 1k) in an excel sheet. One way is to examine each and every ticket and copy & paste the data under those fields. This obviously doesn’t scale well. We tried to do it using the analytical module as well as the Ticket filtering. But we couldn’t find our fields there. Is there any way to overcome this challenge?   

I'm trying to create an expression in the Expression Automator to compare a date in {{E1.result}} with the current date and time. Specifically, I want to compare it to now in the Asia/Kolkata timezone and also add 1 day to the current time in that timezone.However, I’m running into a few issues:I can't seem to specify the timezone Asia/Kolkata directly in the now() function. I'm also unsure of how to add a time interval (like +1) to now() 

We are using the default survey which has a satisfaction rating from 1to 5 and currently only use Fresh Desk Tickets. When looking in Analytics there does not appear to be a CSAT metric for tickets on chat. It appears that Survey has the results from our CSAT which is good and I have been able to create some insightful reports but now I need to get an average score over all Surveys answered within a Period of Time. However the metrics does not appear to give me an average score the nearest I can do it output the total an fiter by choices giving me the total number of responses for each choice made. I then have to manually get the average score.Am I overlooking something obvious or am I limited to what I have already found?

Using the PUT API for tickets, I can associate a Problem’s Display_ID to an Incident ticket. But, If the Incident is a Major Incident, the API will not allow me to PUT the associated Problem Display_ID. I tried to got the opposite direction and make the association to the Major Incident on the Problem ticket. But, the GET for the Problem record only shows associated Change. How do I associate a Problem record to a Major Incident using an API?https://{{service_desk_url}}/api/v2/tickets/{{change.incident_number}}?bypass_mandatory=true{    "ticket": {                "problem": {                   "display_id": {{Problem_ID}}        }    }}

Hello,I have a question regarding customizing the ticket form in Freshdesk. I would like to achieve the following:When a user selects certain optional fields, I want the 'Subject' field to automatically update with a predefined text header. Specifically, when one of these fields is selected, the subject should change to contain the text "ID: ", for example, so that the customer can fill in the required ID in the same text field they would write the issue description, without the need to create a new field.Is there a way to set this up using the current Freshdesk customization options or automations?Any help would be appreciated. Thank you!

I have just sat your C003. Freshservice product expert certification , and was reviewing some of my wrong answers. I’ve gone back over some of them and have been able to check in the program that a feature or functionality is available. Please can someone review the exams ideally before I start putting our staff though them. (tried to post this in the “courses, Curriculum, and Certifications” sub forum) 

Hi, we are new to freshservice and have a use case where I don´t know how to realize in Freshservice. We are service providers for a few companies that get invoices from us at the end of the month. This invoice looks like this for example: Customer A:     PC “PC01” 4$    O365 15$    Monitor 13$     …. Factory A:     PC “PC02” 4$    PC “PC03” 4$    PC “PC03” 4$    Softwarelicense for Software A 9$    Softwarelicense for Software A 9$    Softwarelicense for Software A 9$ We looked at this in freshservice - “Customer A” and “Factory A” are our customers. We assigned them the PCs as hardware assets that has price X. Our problem starts at the software. We need to be able to assign a software more than once to a customer. Software with type “SaaS” in Freshservice is only able to be assigned once per contact. Any suggestions for us? How do you issue invoices to your customers?We a

We have a custom status “Waiting for Onboarding WFA” that does not have the SLA timer on it (so SLA paused).  When the ticket is in that status, the Response and Resolution show paused.  As soon as the ticket moves though to Open, the Response SLA shows past due, even though the ticket immediately went into this paused SLA status.  My question is, Is the Response SLA paused when the SLA timer is not on?  The Resolution calculated correctly, but not the Response.   You can see on this ticket, the ticket just moved to open status and the Response SLA is 1 day overdue.  The ticket went immediately into this Pause SLA status when opened as part of a workflow.  

New Freshservice user. I’m looking for best practices for tracking our ISP/broadband services (we have many.)The closest I can find is to set up ISP as a “hardware” type of Asset, so I can attach a Vendor. That more or less works, but it adds to the asset several things we don’t need.If I look to set these up as a service (most logical), I can’t associate a Vendor.If I set up as a Contract, I can’t associate a location.Ideally, these would be considered Services with an associated Vendor and Location.Maybe I’m just missing something due to being new to the product.

When using Whatsapp proactive campaign in freshservice and sending a message with an image I receive Media format used is unsupported, even though the image is a PNG/JPG.Any one come across this?

Consider that you have integrated your Freshdesk account with Freshcaller. If there are multiple support email addresses (e.g. support@freshdesk.com and support@freshchat.com ) in the ‘To’ address of an incoming email, this will forward the email individually to your Freshdesk account. This, in turn, creates separate tickets resulting in ticket duplication. Any solution to these

We use a support email address (Microsoft 365, newly configured for our domain) that automatically creates tickets whenever it receives an email. However, we've run into an issue: when Microsoft detects spam or phishing and quarantines those emails, the system still creates a requester profile for the sender.Is there a way to prevent these unwanted requesters from being generated for quarantined emails? We’d appreciate any guidance or best practices you can provide to help us address this.Thank you in advance for your assistance.

Currently our software list is a mess. Different versions of the same software are visible as different software. For example; This is also the case for bigger applications;How do I keep my software list organized?

Hi Community,I want to create a dashboard for a group, where one tile counts the number of tickets created (i.e. is the requester) by the person viewing the dashboard. is there a way to define this with the Requester filter “Me”, similar as there is this option for the Agent field? if not, any ideas for a workaround?Thanks, Günther

Hey everyone. So, I’ve got the WhatsApp Plus integration set up with Freshsales Suite CRM, and I’m able to test campaigns using WhatsApp Plus templates without any issues. However, I’m wondering if there’s a simpler way to send WhatsApp Plus messages directly to a contact without going through all the steps like creating a segment, setting up a journey, and waiting for triggers. Is there a way to just click a button, kind of like sending an email or SMS, to send a message via WhatsApp Plus Activador?Any easy solutions would be really appreciated

Hi everyone,I am facing an issue while trying to install the "Site Kit by Google" plugin on my WordPress website of aerosolinternational. The installation fails with the following error message:Error Message:"Installation failed: Could not copy file. google-site-kit/third-party/google/apiclient-services/src/GoogleAnalyticsAdmin/GoogleAnalyticsAdminV1AlphaAndroidAppDataStream.php"Here’s what I have tried so far:Checked and confirmed that file and folder permissions are correctly set to 644 for files and 755 for folders. Ensured that there is sufficient disk space available on the server. Attempted a manual installation by uploading the plugin, but the same issue persists. Cleared my browser and WordPress cache. Verified that my PHP version meets the plugin requiremen

To add an Approval URL to API Bespoke Approval Requests, include the URL in the request payload under a designated field, typically named approvalUrl or similar, depending on the API specifications. Ensure the URL is properly formatted and accessible, as it serves as the destination for reviewers to approve or reject requests.Here’s a sample JSON payload:{ "requestId": "12345", "approvalUrl": "https://your-approval-url.com", "requestDetails": { "type": "access", "description": "Approval needed for access request" }}Consult the API documentation for required headers, authentication, and specific field names. Test the integration to ensure the URL correctly redirects reviewers and supports the intended approval workflow.idmcrack

I have created a new field in the Field Manager  / Ticket fields and named it “Resolved by”. Want to prepare a workflow antomation in case tickets are either closed or resolved, by triggering webhook and updating the custom field “Resolved by” with agnet name/ agent ID who closed/resolved it.Screenshot enabled. Any idea what is not correct in here? Thank you all. 

I must be missing something obvious. How do I reply to a service request with an attachment using the workflow automator?The send email action does not have an add attachment option? Our team replies with a form based on a client request. It would be great that when the requestor selects the form name from the drop down no human has to intervene to send the attachment. 

Hi,i am trying to get a custom filed added to Change ticket properties, that allows entering of formatted text. (e.g. linebreaks, formatting, tables, etc.) similar to what the change description field allows.but all i get is either Single line text, paragrah text (longer, but still no formatting) or content (not to be used for modifications).any idea on how to do this?thanks, Günther

I would like to set up a form where employees can file a leave. Can someone help me understand the best option using Freshservice?

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Searched and can’t find information on this - it seems recently the Freshservice Probe has stopped updating the computer records Name in Inventory. From what I can tell, it updates when the name is empty/null, but not when the name has content and is changed. It used to update, but it seems around the time of the update that added a lot more fields to the inventory screens, it broke. Anyone else experiencing this or is it something in our environment?

As an organisation, we have many new employees joining us. To ensure new starters receive their IT equipment, their manager must submit a new starter request. Currently, we require new employees to sign a physical disclaimer. However, we are trying to transition away from paper disclaimers and are looking to implement a digital version. We’re aiming to find a solution that allows new employees to sign a digital disclaimer, which integrates seamlessly with the existing "new employee" service request. To summarise, Is it possible to have some kind of digital disclaimer form which integrates with service requests that users can sign?Any ideas are welcome!

I’ve been messing with Automations and can’t seem to find the answer. Is there a way to automatically resolve a parent Ticket when all Tasks are completed? Context:We’re using Tasks for Employee Lifecycle functions. The parent ticket is the ‘placeholder’ and I have Automations to generate Tasks to the necessary teams based on what was submitted in the request form for the parent ticket. The ticket doesn’t need interaction, but I’d like to have a Public Note added to the parent ticket and the ticket auto-resolved when all the Tasks are completed. It seems this ability may exist for Changes - i.e. “move to next status in the Change process when Tasks completed” - but not for Tickets?