How do I....?

Hi, team.I’m doing a project for a Russian speaking company in CIS. I’ve found out that if I add custom fields for the assets with Russian captions, Freshservice doesn’t create correct placeholders, so instead of something like {{asset.asset_name}} it creates {{asset.}} for all the fieds with cyrillic captions.I thought that I migth create these fields with English captions, and then translate them in the translations file, but it seems that custom asset fields are not there at all, only ticket fields.I also tried to create the fields in English first and then just rename them, but Freshservice changes the placeholder accordingly after renaming.Ideas?

Hello team,we are a company that integrates Freshservice with Jira, Azure Devops, Asana and other software…One of our customers, when trying to fetch data of his FreshService tickets based on updated since filter (xxxxxx.freshservice.com/api/v2/tickets?updated_since=2023-08-01T00:00:00Z), is visualizing the following error: Why is the above happening, and how can we solve this? Thanks!

I’m interested in finding out how people are handling consumption-based contracts. These are not commonplace, but I imagine they will increase with AI. We use Snowflake and purchase the compute on an annual contract for $xxxxx.xx to use during the year. Snowflake sends me a monthly statement showing the usage and what is left on the contract. I can certainly create a custom type, but I would also like to attach the items listed in Software to the contract, but you can only do that with a software license type and consumption is not listed a license type. In general it seems that the Contract module could use some love to catch up to the modern licensing models of SaaS.

Is there any way to accomplish this with a workflow or business rule? I can’t seem to make sense of the options I have in there 😅

Hello,We’re new to Freshservice and trying to understand the behaviour of Reply and Forward in ticket conversations.If the agent have a dialog with the requester and later want to reply to an older conversation, there’s only an option to forward that conversation. Reply button on the specific conversation is missing.The problem is when forwarding, you have to manually add the requester, but also, all the replies from the requester will be marked as a private note from now on. This behaviour seems strange to us. The conversation threading will break when using Reply button at bottom because the answers is marked as Private Note. The threading will also break if the requester add a note through Self Service portal. Therefore you are forced to use the Forward-button which “brand” the requester in some way, as every mail will be a private note from here on.Thanks,Johan

we are currently using the Moveworks chat bot with our Freshservice instance.  we would like to be able to do the following:user selects a service request to add permissions to an application or add/remove a user from an application create a process where the the chat bot, moveworks, will get the ticket assigned to their user, then go to and application or system, perform the functionThen update the original service request and moved to a resolved status.Is this possible?if so, what did you do to make this work?  this is not using orchestration within Freshservice.Let me know if you have any questions.(We are not using Freddie)

We use laptops on building sites.  They then return to IT in varying states of disrepair.  We have to grade them (they get a numeric score based on a set of about 10 criteria) and return then to stock for the next user.We can make a single custom field that holds the grade, and do the calculation of the grade outside FreshService.We could add all 10 criteria as custom fields and do the grading on the asset page, but that wouldn’t give us the final score.Ideally we want to be able to add all the grading criteria, with each a drop down (values 5, 3, 1) and have another field that adds up the scores to give the final.Is there a way to do that in FreshService?

We have a library of service requests. People can request access for themselves or for someone else.If they request access for themselves, they, as the requestor, are automatically included in any replies to the service request. If they request access for someone else, the “requested for” user has to be manually added as a CC when replying to the ticket.When someone is plowing through tickets it slows them down a little to have to remember to check if the service request  was for the requestor or someone else. And then if it was for someone else to manually add the requested for to the reply as a CC.Is there any way to automatically add the “requested for” to the ticket as a CC when it is first submitted?

HiI have a number of tasks that are created when a ticket is raised.Is there a way of specifying the order that a task should be, ie a specific task should be number 1, or is that dependant on how they are ordered in Workflow Automator or is it just a case of re ordering the tasks?Thanks

How do other customer support leaders generate reports to show basic things like total tickets resolved per month and by agent?  Freshdesk analytics, while robust, is very confusing and gives different results and they have very similar but confusing metrics like TICKETS, TICKETS RESOLVED, TICKETS CREATED etc. I would like to build a report that simply tells me how many tickets were resolved in a month (or any date range) and also report the same by agent. I’ve opened a ticket with freshdesk support and it looks like even they are not sure since we were able to replicate the inconsistency when I screen shared with them. Any ideas on what metrics I should be using? thanks!

I am wondering if some one managed to deploy the FS agent via MDM like Mosyle or intune.I am using Mosyle and I have managed to deploy the application but it does not seem to be installed or at least I don’t see the log folder neither are there any discovery in FS.I added the json attachment as a pre installation script. This didn’t give me an error. As post installation script I do get an error.

I have a Service Request form in a Business Workspace that contains a “Description” field where the user describes what they are reporting. For compliance/audit reasons i do not want agents to be able to edit this after the form is submitted. There may be a couple other fields I need to lock after the form is submitted as well. I can’t figure out how to block this with either roles or rules.

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? :)