How do I....?

We have users across the entire globe. Lets take US and Europe as an example. We want to track our Service Levels, against each of the timezones. So for example, if a user in UK raises a ticket at 1am UK time, our service levels won't start until the next working day. But we need to also do that for all of our time zones... Is there a way to track more than one timezone? Or some sort of a workaround with a third-party software if needed.

why agents are not able to add the ‘agent availability’ widget - is there any specific roles or permission needs to be given for Agents to add that widget.

I need help :(i need to know how i can change the "to: email"the usecase is that we have forwarded messages from our website form through shopify. and when we receive it, it shows as being sent from mailer@shopify.com. and when i reply it goes to mailer@shopify.com how can i make it to send to the cistomer's email instead?

Hi everyone,Has anyone figured out a way to reliably automatically assign a, for example, unassigned ticket to the Agent’s Group where the Agent performing the event is a member?In principle it is very similar to the ability in Workflows to ‘Assign to Agent: Event Performing Agent’ but this is unavailable for the ‘Assign to Group’ Action.Ideally it would assign to that Agent's ‘primary’ Agent Group but I don’t believe that is a concept in Freshservice?In the scenarios where an Agent is a member of multiple Agent Groups (which is very common in our environment) the API is going to return an array of Agent Group ID’s for that Agent with no way for it to understand which is their preferred/primary Agent Group.I’ve looked at leveraging a custom Agent User Field where an Agent’s ‘Primary’ Agent Group could be set b

Has anyone created a script to automatically re-open resolved or closed tickets when a Agent just closes or resolves tickets without putting in any notes in the ticket. I have a couple of Agents just closing or resolving tickets without posting any notes and the user’s are complaining that the work was not done. I have started to show users how to re-open tickets not to help. Any ideas? If you have, care to share the script or report you created?

Hello, first time poster here. I want to know how to view the BIOS version of our Assets using Freshservice. It doesn't show any BIOS / Firmware info of our dell machines.We need these to see what version of BIOS these machines are running using Freshservice. I already did the sync but that didnt help.  

Hi all,We currently automatically generate tickets on behalf of Line Managers via our Onboarding/Offboarding processes.In order to achieve this we’ve had to grant all Line Managers access to the Onboarding/Offboarding module as the API specifically requires the Line Manager’s initiatator_id have these rights in order for this automated process to work (otherwise the API will return a 403 Forbidden error).Unfortunately this means that the Onboarding/Offboarding cards and options are shown to those that I would otherwise not want them shown to whereas, ideally, I’d want these options shown only to those that would genuinely need to be able to submit these requests manually from time to time whilst retaining that ability for Line Managers to have these requests submitted on their behalf automatically via the API (sorry for the mouthful).With this in mind, does anyone know how to achieve the following combination:Hide the Onboarding/Offboarding Re

We’re trying to remove the “Requested for” field in a specific service item but when trying to target the specific page using HTML there doesnt seem to be specific service item values. Every single service item is marked as “Service_Item” which affects all Service items when a change is made. I also tried targeting the actual page URL using javascript which didnt work either. Does anyone have any clue how I could achieve my goal and if it has been done before?

Hello everyone,Is it possible to list all Child Tickets that are linked to a given Parent Ticket ID via the Freshservice API?I could not find anything recent about this in the Community/Support areas and there’s nothing about Getting Child Ticket information in the API documentation either.I recall someone iterating that if it is not found in the API documentation then it probably can’t be done via the API - hopefully, in this case, that is not true :(Thanking you all in advance

Hello everyone,Hopefully I’m missing something glaringly obvious here but does anyone know if there are Business Rule options which allow you to filter specifically on the Condition of a Logged In User’s current ‘Requester Group’? Thanks in advance :)

Hello, I’m new here. I am implementing the Freshdesk API in my application. I am listing the tickets I have created, but I want to obtain the data of the person who created the ticket. For that, the documentation indicates that I should use the 'include' property. However, there is something I don’t understand about the credits: 'Use 'include' to embed additional details in the response. Each include will consume an additional credit. For example, if you embed the requester and company information, you will be charged a total of 3 API credits for the call.' What do you mean by credits? Is it an additional cost? Where can I see these credits? can someone help me pleasehttps://developers.freshdesk.com/api/#list_all_tickets

Hello,I'm busy for a few days to change the adaptive card in MS Teams, via the Fresh workflows I'm using the app “Post message trough Power Automate”: Via MS Power Automate it will send a card to my Teams channel, but my subject or other values are not completely visible. See my example; Does anyone have any ideas how I can fix this?

We have some tickets which are past the SLA due date and the requester has not interacted with the ticket for a while so we were thinking, is it possible for FreshService to do the following...We wanting to set a ticket to PENDING once the following are true:Ticket is past Due Date Ticket is OPEN Last activity was from agentThen:Set the ticket to PENDING Email requester

How is everyone closing the parent ticket of the Offboarding Modules children tickets?  We currently have a bunch of parent tickets open that stay in the open state even though all the children tickets are closed.  This parent ticket and it’s children tickets are created automatically by the offboarding module when someone offboards.  I can’t find any settings to make the parent ticket auto close (realistically it’s a place holder) and if I look at using a workflow automator everything looks like i would have to create a un-necessarily complex automator to do this.Offboarding module showing all child tickets closed.Parent Ticket stuck in open - how do you autoclose?

In the portal, I can link a card directly to a service item.Can through a card can I link to an incident request and fill in some of the fields in the url?freshservice.com/a/tickets/new/&SAP default entries?So that the incident is prefilled with information about SAP items?Does this make sense? -R

Hello,I'm busy for a few days to change the adaptive card in MS Teams, via the Fresh workflows I'm using the app “Post message trough Power Automate”: Via MS Power Automate it will send a card to my Teams channel, but my subject or other values are not completely visible. See my example; Does anyone have any ideas how I can fix this?

Hey All,I’m not sure if this is possible or not. I would like to have my service catalogue only show items that have a state of STATE: IN STOCK. Or kick off a workflow that checks if there's any of those products In Stock. Is this possible? I can’t figure it out for the life of me. Regards, Mark

HI, I have recently started working as the Service Desk Manager for a company who uses FreshService.  There are two assignment groups that have been setup as Restricted Groups. The issue I am facing is that the person who needs to approve any changes that i want to make to them no longer works for the company.  Is there any way to to gain access to these groups at all.  I know the point of the approval is to stop this, but can someone at FreshWorks do this for me?  If so, what do I need to do and provide by way of authorisation? Many thanks, Ray

Hi, have found a few old threads on this but can anyone tell me what the minimum permission is to add/edit contacts in MSP mode (pro license)?  Couldn’t see it anywhere in custom roles.  We want to assign this role to a few of our agents. thanks

Is it possible to move the location of the Time Entry from the bottom to the top of the ticket sidebar?

Hello,In line with GDPR, data shouldn’t be stored in systems outside of their retention periods. I am looking to configure an auto delete after 1 year of the ticket being closed or resolved. Has anyone been able to do this? If so can you share how you have done this?Thanks,Matt

Currently, we have our change management fields locked down in the change lifecycle after approval.  Our CAB wants the change manager role to be able to adjust the dates after the approval if needed.  I cannot seem to figure out how to give that permission to that role since the lock down happens in the change lifecycle.  anyone have familiarity with that?

Hi all,I’m trying to get a list of Assets with applying filter on the results and send a params and together.I’m getting an error - {"description": "Validation failed","errors": [{"field": "per_page","message": "Unexpected/invalid field in request","code": "invalid_field"}]}How can I achieve this?for example see the following api request that won’t works-https://jfrog.freshservice.com/api/v2/assets?per_page=100&filter="updated_at:>'2024-09-18'"

I keep seeing a lot written about better supporting remote or “hybrid” workers (who work both in the office and away from it). Just wondering what the key changes IT support teams have made to better serve these employees are (and how this maps to all the advice being given). Thanks :)

Hi Anirudh We are facing issues while updating Major Incident tickets. See the below postman call   Here is the update URL we are usinghttps://d3v-devopsintegration.freshservice.com/api/v2/tickets/1244Its a PUT call Here are the request params we tried {"type":"Major Incident","tags": ["devops","azure_4237"],"cus