How do I....?

I’m trying to create an automator that will create a child ticket to a ticket created via email, (based on criterial in the subjectline).  Anyway, I’m trying to trigger the webhook to do this, but it’s just no working.  Has anyone here done this?  Perhaps my callback URL is not correct.  I”m using: https://<sandboxdomain>.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}/create_child_ticket   

Is there any way that when a customer asks for a Keyboard, monitor, headset that it gets automatically added to that requestor's asset page?

Hello,I would like to know how and where I can set new tickets to be created as service requests?Currently, our new tickets are being created as incidents.Thank you and best regards,

Is there a way to delete the canned task statuses in FS Projects?   

Hello,In regards to setting the visibility of Solutions folders, this article mentions that we can give access to specific folders to specific Requester Groups, however, within the folders’ “Visible to” drop-down we only see an option for Contact Groups. How do we give visibility to Requester Groups?Thank you

This may be a ridiculous question, and if so, I apologize. I’ve been looking for the answer in the help guides and haven’t found it.How do email notifications work? I was under the (clearly wrong) assumption that any reply to a ticket in FreshService generated an email to the assigned agent. Today I have several agents telling me that even on tickets assigned to them, they are not receiving email updates when comments are added to their tickets.Does this have to do with whether the reply is entered on the web or via email? Please help, as I have agents who are missing updates, and I don’t know how to fix it. Thank you!!!

Does anyone have a way to suppress these notifications. There are so many scenarios where there won’t be a routable address.

In FreshDesk, if I paste content from Word, a popup appears - “Word Paste Detected” and I have the option to keep the formatting or paste plain text. If I keep the Word content, and that has a table, clicking on a cell pops up an editor for rows, columns etc. We are moving to FreshService.  These features do not appear.How can I activate them? ThanksBrendon

Heya :)we just received some feedback from an agent. Apparently the approver list when handling a service request lists every email address that has ever gone through our helpdesk. Is there a way to limit the list of approvers to specific domains?We wouldn’t want an approval email to accidentally go to someone’s personal email address.Thank you in advance!

I am trying to figure out how, in an incident or change form, when you select an asset to associate to the ticket, the impacted service will be pre-populated in the ticket if there is one that has a relationship to the assetI attempted to use a business rule but you can’t select asset or impacted services.Does anyone have any suggestions Brian

If we get a Major Incident (MI), and then we assign a service and create a Status page update/incident. When we resolve the status page incident, is it possible via workflow/api to also set the “linked” Major Incident/Incident as resolved?

At least for our (internal) use we struggle to see the purpose of the additional page that shows up when we click “Place request” on a service item. We do not want our requesters to be able to change the email address of the requester, and they rarely (never) have the need to place a request on behalf of someone else.Is there a way to skip that page?

Hi!I need assistance with a form functionality. When a user is selected from a dropdown menu, I would like an additional field (e.g., department number) to be automatically populated based on the selected user's information.Is this possible? :)

We currently support 4 different languages from one Freshservice environment, and would find it extremely helpful to provide the customer satisfaction survey to users in our non-default language.  However, the satisfaction survey I’ve built is only sending in the primary language. For example, our primary language is English, but we support users who would prefer to receive the survey in Romanian, the local language. I have seen multiple other entries here about similar topics, including one which says it is the result of the default language for the email configuration (and I suspect this is the case), but I am hoping there is a solution that will allow us to send the satisfaction survey based on the requester’s language in the system.  

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I have a Supervisor Rule set to kick off if status is pending, pending reason (custom field) is set to waiting on customer AND Hours since Agent responded is 2 hours (for testing).  If those conditions are met, then it will reopen the ticket and send an email.   The rule is not kicking off.  I have a ticket in Sandbox set to match this rule criteria, but it is NOT changing the status or sending the email.  Thoughts?  

We have a unique situation. We use tasks to keep track of steps in new user creation/setup for a service item for on-boarding. We have a workflow Automator to auto create tasks and assign it to a group. The problem is every task for the same item goes to a different person in the group. Does anyone have a good way to create multiple tasks on one ticket and have them auto assign to a group, but assign to one person in that group?

I have the “Promote the self service portal” enabled, this is a default Automator rule that performs the following:  When doing some tests the tickets are still being logged and no mail notification is sent to inform the user to use the Support Portal instead. When i open the ticket the channel is set to Email also so i don't understand why the workflow is not working? 

Hello, We began an onboard for an employee and then the employee rejected the job offer. How can we cancel the onboarding and close child tickets at one time.

Hi All,I am on a Fresh Service trial at the moment, looking to see if FS will make for a good alternative to Jira. I would like to find a reliable way of providing visibility to the Reporting Manager when an onboarding request is entered for their Department by HR.I am not looking to have the Reporting Manager “approve” of an onboarding request, I’d just like to see if there are any options to have them notified that an onboarding request was created for their team and also have the reporting manager have the ability to add comments if needed. Any thoughts or suggestions?

Hello team, i am Adil a Junior Data Analyst at Taskaler. As we are using the Freshdesk Services to manage the tickets generated by the employees. As I got integrated the data of fresh services with the powerbi, but I am missing the time spend column. In the API documentation I can only get the Time spend for just one Ticked ID, but I want for the whole, anyone from the team can help me please ?  

Hi all,First time poster in this forum and still very fresh to FreshService.As a Business Rule we've set to Mandate a Resolution Note when the ticket is set to Resolved. Today, I’ve found out that Business Rule is ignored when you answer someone in the ticket and use “Send and set to Resolved”.We want all resolved tickets to have a resolution note in it. I don't mind if people use “Send and set as Resolved”, but in that case I do need the resolution to be filled in. Right now, this needs to be done manually.The question: Can I disable “Send and set as Resolved?” or “Can I make sure the actual message (without Hi…, and without best regards) is set as resolution note?”I could be missing other, maybe even better, solutions. If so, please let me know.Thanks in advance!

Hello Fresh Community.I am trying to address an issue I encountered when testing ticket sharing using Freshservice.Goal state:Requester 1 shares a ticket with Requester 2. Requester 2 is provided a notification when Agent 1 sends a reply or adds a public comment in the shared ticket.Current state:Requester 1 shares a ticket with Requester 2. They are notified once, based on enabling New Ticket Share under Email Notifications. Requester 2 is not provided with any further email updates based on ticket being shared. I will note the following behaviour as well: Requester 2’s email address is not listed under CC or Reply_CC when shared by Requester 1. If Agent 1 shares the ticket with Requester 2, it does add Requesters 2 email address to CC & Reply_CC.Has anyone managed to reach the goal state using a combination of Workflows & email notifications? I would love some control over the requester sharing behaviour so it is the same as when agent adds it using share.I don’t want to use

I’m new to trying to use the API.I’m trying to create a new ticket once some action is taken on an existing ticket.  In my case when we offboard someone, after they have been offboarded I need to file tickets and assign to different business owners so they can remove the user from their systems.I created a Web Request as follows:Request Type: PostEndpoint: https://domain.freshservice.com/api/v2/ticketsCredentials: Inline CredentialsAuthentication Type: Basic AuthUsername: my API KeyPassword: X  (thank you @zachary.king for posting that in multiple topics)Body: {  "description": "Details about the issue...",  "subject": "Support Needed...",  "source": 2,  "email": "myemail@mydomain.com",  "priority": 1,  "status": 2,  "group_id": 999999999999,  "System": "Salesforce"} The issue I have is System is a required ticket field.  If I don’t include it in the body I get an error stating :{  "description": "Validation failed",  "errors": [    {      "field": "system",      "message": "It should

Hi, how would you implement to in general sending out notifications except for one specific requester, which is external? I saw there is “Skip new ticket email notifications” in the workflows available, but this is only for the initial mail I think