How do I....?

Is there a way to forward an email that has never been involved in a ticket thread to FreshService so that it adds the message as a comment on an existing ticket?  Our old system would key off a string in the subject line.  FreshService seems to work differently.

Hello dear reader,I hope you are well and safeI am trying to add a note to a ticket with an attachment in Powershell but I always receive a 400 HTTP code (bad request)I’ve already used a lot FreshService’s API and I always managed to make it work (adding note without attachment, creating service requests...).But this time, attachments are really making me struggling a lot.I’ve never send an attachment through an API (FreshService or something else) in any programming languages.I’ve some problem understanding what should I send (type of object ?, path of the file ?, bytesof the files ?) in the body so FreshService’s API can recognize my file and I even tried to achieve that with other method (such as cURL) but I always failed.If you have any tips or PowerShell code sample to help me, it would be very cool from you  Have a great day and stay safeRegardsLucas

I was testing the Agent install on 2 machines prior to implementing the GPO push of the Agents. When I was ready to deploy the Agent via GPO, I deleted the 2 machines from inventory, hoping they would check back in later. For whatever reason the 2 machines now will not check in at all, even if I manually install the Agent on them. My guess is that there is some soft delete going on that prevents them from re-checking in, but I could be wrong. Is there a way to un-delete, or force these machines to check back in? Thank you.

Hi,Can I get Hide/ Disable actions for both custom and default fields in both Card and list view?

I am trying to create tickets using postman or python , but i get back this error as follows{    "code": "access_denied",    "message": "You are not authorized to perform this action."} from http.client import HTTPSConnectionimport jsonfrom base64 import b64encode#This sets up the https connectionc = HTTPSConnection("midwichhelpdesk.freshservice.com")#we need to base 64 encode it#and then decode it to acsii as python 3 stores it as a byte stringuserAn

Hi,I just can’t find how to change the status of a project in Freshservice. I can’t find how to delete them either. I could only find how to change the status of a task, but not the entire project. The project’s status doesn’t change to completed or something to that effect when all sub-tasks are closed. Surely there must be a way to do this?

Hi I wondered if there was a method to convert a MS Teams chat to a ticket,  A lot of the comms now come to specific agents via Teams rather than email (we are a small team) and it would be great to convert a conversation to a ticket - is it possible ?

We've had reports from staff and clients and 3rd party suppliers that emails from our Service Desk (eg ticket replies or ticket notifications) are going into their Junk email folders. Is anyone else experiencing this? It is causing major issues with clients thinking we have not responded.

So I am working on automating some things as far as our user creations. So when I select the “Create a Ticket” action in Power Automate it makes me select a requester ID from a predone list, I assume an import from FreshService users. I can select “Custom” but it only allows an Integer field so I can’t select the requester from the form the data is coming from “Microsoft Forms”.Anyone have any ideas what exactly it needs in order for me to make the ticket come from the person that filled out the Microsoft Form or for it to at least work? No matter what I try, it fails due to it not being an integer.

Hello, new to Freshdesk, but loving it.Just now I forwarded an email (from a supplier) from my Gmail account to my Freshservice desk. Freshservice went ahead and created an account for the supplier and emailed them to tell them to log in and a set their account up etc.What can I do so accounts aren't setup automatically and emails aren't sent? This is quite embarrassing.Also, it os possible to email Groups? I'm moving my work service requests from Gmail and into Freshservice, it would be great if I could just forward, for example, emails from Client A straight to a Group or an Agent.Thanks.

 Hi Alli have issue with deleting something on Inventory. the problem is i import database files and i want to delete some of them because i found out some of the files are duplicate.so can someone please tell me how to delete all the database ?

Hi - I already went through the articles that might be related to my problem but couldn't find any solution.  I simply want to know the count of all created tickets in our support department. When I'm sending the request https://xxxxxxx.freshservice.com/helpdesk/tickets/view/12345?format=json" ... I only get the first 30 results back. The only possibility I see here is to loop through all pages by using ?page=X - in case the result is again 30 I go with ?page=2 and so on. The problem here is that I do not know if there is a "next page" if my result is again 30. Could be that there are exact 30 tickets  But anyway, this isn't really the solution what I am looking for - there must be an easier way since I already see the total count of tickets in the web GUI, in my view!

Hi,This may be a basic question but it’s just not making sense to me.I am going through the user onboarding process and trying to customise it for our company.As it stands, someone in HR initiates the request including the reporting manager (selected from the staff list).  That then goes to the reporting manager to fill in details etc and submit. The process then creates the master ticket and all required sub tickets.  All of the sub tickets have the original HR staff member as the requester.What i would want to do is change the sub ticket(s) requester to be the reporting manager. the master ticket can remain with HR.I was told that i could do this via webhooks.  I haven’t used them before and i have looked at several articles and forum posts. I’m guessing that it is a PUT not a PATCH and I think i have the correct Callback URL “ 

Why are there no Templates in Solutions like the ones that are present in Freshdesk for Freshervice? The KB articles are the most important part to any Helpdesk and the fact that you have the ability to have them, but leave them out of Freshservice is questionable. Why would you take that away in your prize winning app? Keeping and maintaining a standard look and feel for Helpdesk articles is what makes the Helpdesk stand out. Is there a way to add this functionality in Freshservice? 

i'm wondering if there is a way to create an html page that will read data from the fresh service site and pull items like Open, On Hold, and average resolution time so we can display the information on our company intranet share point page. i know this can be done using API calls, but i read through http://api.freshservice.com/#introduction and still confused.   i would just need some html examples. thanks

Does anyone have an example of how to create a service request via the API.  I keep getting errors and need a good place to start.

Hi everyone, I recently tried to reinstall the Discovery Agent on a user machine and this error returned when uninstalling the Old Agent, I try to uninstall as a machine administrator, I also tried to install a new version that can remove the previous one and it always returns this software error, could anyone help? Windows 10 x64 system;  thank you all

Hi gang, I’m fresh to freshservice and am getting used to the ticketing system. I’m used to using Connectwise / Autotask / other help desk software and am a little baffled by what I thought would be simple:Many tickets come in from folks who are not ultimately the primary requester. Joe might email us asking us to fix Mary’s stuff. Well, we are not going to work with Joe, we  are going to work with Mary and as such I want to update the requester on the ticket to Mary.I cannot find an easy way to do this. I don’t see an “edit” option on the ticket’s “more” dropdown.I am set up as an admin on the system.If anyone has a suggestion, I’m all ears!Thanks in advance

@All, How can create a custom regular forms in Freshservice.When i say custom forms, its not related to Service Catalgs. TIAVijay

Hi,I am exploring the possibility to update a new ticket’s due by using Update A Ticket API, document for the related API as below:https://api.freshservice.com/v1/#update_ticket_priority May I know if all fields of a ticket can be updated by using this API? Cause I tried priority field, and it is updated successfully, but it doesn’t work for due by. Regards,Roland Ng

I am a small MSP and I need to be able to get a list of resolved and closed tickets at the end of each month for billing.The filters do not seem to allow me to just get a list of resolved/closed tickets for the month.On top of that there seems to be no way to get a number from the tickets list for billable hours.Any suggestions?

Has anyone had any issues in Teams with getting a message from the Freshservice bot saying “sorry I couldn’t recognize you as I was not able to find an email address to your account. Please consult your IT admin to fix the issue”?

Transitioning to Freshservice, and we are trying to figure out a way to import KB articles in a batch.  Is there any tool within Freshservice to do this?

Hello guys, I’m having issues with deploying the new version 3.5.0 of Freshservice Discovery Agent on Intune. Normally it was a simple task as it was just a msi file, but in the new version I need to add a token to the installation. I have the token, but I can't seem to get it to work in a powershell script to silently install it. Has anyone tried installing the program with the token via powershell silently? Thanks in advance