How do I....?

With the new dashboard update, every time I open something from my dashboard a new tab opens.This is pretty annoying resulting in a lot of memory taken by Chrome or another internet browser.At the end of the day, I have like 20 new tabs from Freshservice open.Can this be changed like it was before?I get a lot of complaints from my colleagues.

I have gone ahead and did a full data export, is there a way for us to download all the attachments and store them offline?  I know through the data export in the XML I can see a attachment URL, but i was wondering if there is an easier way to just download all attachments for a certain period.  thank you! 

Is there a way to add BCC to tickets via workflow automator instead of using CC?

HiMore than likely a learning curve for me here but i am looking to do a simple report for a resolving team statistics over the last month and then six months. My main thing is to setup many reports for the last calendar month that i use at the beginning of every month. I can see some filters etc that lets me set a specific start date to an end date but is there a way to make it so the report does this by itself for the 1st of every month to the last day of each month.  Thanks

Hi I was wondering if it is just me or if anyone else is experiencing the same issue. I followed the instructions from this post: https://support.freshdesk.com/support/discussions/topics/295406   However I am just left with word ‘Teamviwer’ on the ticket screen, and no actual widget itself.   Am not sure what I am missing, are you able to provide any assistance?   Kind Regards

Currently the user can give feedback whencreating a ticket and filling out a survey providing feedback though the Solution Article FeedbackHow can we achieve that a user can provide general feedback or ideas directly from the front page?Maybe with a custom button? Or is there any other way?

Hi - I'm hoping to clear up some questions we had since running against limits for inventory management.1)  How long do items stay in the trash for?  We found some items there and restored them, but would hate to lose any data should the incident happen again.2)  Our current process is to move items to a "retired" status when discarding them.  However, through support, we found that this number still counts toward our "Managed" devices since it still appears in the "Discovered Probe" or "Discovered Agent" count.  Again, we don't want to discard data - old workstations or servers could have associated events that we want to lookup in the future.  If the answer above is "indefinite" then we can modify our process to mark retired as "still in possession but not discarded", and then delete items once discarded.

Has anyone utilized Freshservice (or Freshdesk for that matter) in any type of project management capacity?We've experiment with using problems as "projects", since a project is going to have a change and release associated with it.There's also usually a incident as well to keep that as the communication with the person requesting the project. If the project request is someone in the IT department, we haven't been creating an incident ticket in those situations.The main challenges were facing with this approach1) Sorting and filtering of problems (and changes and releases for that matter) pales in comparison to sorting and filtering of tickets. There's not "All Unresolved" problems view and no way to "create" one. I posted a feature request, https://support.freshservice.com/support/discussions/topics/304139, for that. Please go vote it if you think you'd like it.2) Using Problems as proejcts seems like we're doing it wrong.Anyone have an suggestions or ideas?

Has anyone done this, or knows how to help? I’m trying to create an alert from a windows script using curl.I have created an alert with a simple expected payload {  "Source": "$SOURCE",  "Status": "$STATUS"} What format should I use? I’ve tried different variations on the below, and pretty sure I get a connection, but I’m not passing the data correctly (no Alert is generated).curl.exe -H "Content-Type:application/json" -d "{'Source':'myscript', 'Status':'OK' }" https://mycompany.alerts.freshservice.com/integrations/alertid/alerts?auth-key=myauthkey(mycompany, alertid, myauthkey removed from the above, but I have these values from the webhook setup in Freshservice) Regasds,Amdrew 

Hi Team,We have received ask from agents where they want to be able to sort the ticket list based on agent name. Is there a way to do this. 

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 working on an offboarding process in FreshService and would like to convert a mailbox to shared.   We are a hybrid environment so I’m thinking that would need to be done in Exchange Online using Powershell somehow.  Has anyone figured out how to do this?   Thanks

HelloI try to delete an assetBut I have this message :{    "description": "Validation failed",    "errors": [        {            "field": "deleted",            "message": "awrns_service_delete_not_allowed",            "code": "invalid_value"        }    ]} An idea ? 

Anyone receive this warning when just adding text? Note was not added. Your attachment exceeded 25 mb.It started happening within the last couple of days.

Hi AllI see this question has been asked but I am not seeing an Answer. There is a script to use to Create Subcategories in the Service Catalog. Can anybody that has this script please share it with me and advise where to put the script in the portal.Thank You

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,Not sure whether this should go into Report Problem or Feature Request, it's a bit of both.When we first started using Freshservice, we created a form in the Service Catalog, and on that form we had 3 additional items so 3 child tickets would be created. These forms were only to be used as part of the main form and nowhere else, so we looked for a method of hiding the forms from the catalog. Through trial and error, we discovered that if, on the forms that were to be hidden, we set the visible access to a group level that had no contacts or any conditions at all, then this removed the form from the user view, but it could still be seen within the main forms additional items and submitted as usual.I believe now this was more of an exploit than a proper feature, though it could be that this was an unintentional benefit of the system that has since been removed.So this is either a report of a problem with the Service Catalog forms, or a request to reinstate the 'feature' that allowed t

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

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?  

User acceptance in freshservice when asset is allocated.

Hi everyone.I am looking for some advise on how you have managed to encourage users to move away from emails and to go to the IT Portal to use solution articles and raise tickets from the portal.Currently our uptake for the portal is low, but want to encourage this in an effective way!Thanks

I was not able to find instructions for accessing the Freshservice API through PowerShell so I am providing a few examples that may benefit of other customers: # Set global variables $APIKey = 'Your API Key' $EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(("{0}:{1}" -f $APIKey,$null))) $HTTPHeaders = @{} $HTTPHeaders.Add('Authorization', ("Basic {0}" -f $EncodedCredentials)) $HTTPHeaders.Add('Content-Type', 'application/json') # GET example: get all users (limited to first 50) $URL = 'https://yourcompany.freshservice.com/itil/requesters.json?state=all' Invoke-RestMethod -Method Get -Uri $URL -Headers $HTTPHeaders # PUT example: update a user $URL = 'https://yourcompany.freshservice.com/itil/requesters/[id].json' $UserAttributes = @{} $UserAttributes.Add('name', 'John Doe' $UserAttributes.Add('phone' , '(123) 456-7890') $UserAttributes = @{'user' = $UserAttributes} $JSON = $UserAttributes | ConvertTo-Json Invoke-RestMethod -Me

Hi thereFreshworks announced this in the V2 API Documentation for FreshserviceFollowing Project APIs are for legacy project management and these are not compatible with the new-gen project management. We are currently migrating customers from legacy to the new-gen project management. APIs for new-gen will also be rolled out soon.  Anyone knows what “soon” means? 😉I ask, because we really need this for our Projects.ThanksStefan

2 questions about CSAT in FS(1) Is there a built-in way to allow a client to opt out of the CSAT?I was looking at trying to find a way for a client to opt out of the CSAT surveys by setting a value on their Company page (custom field) which would then be checked in the criteria of the survey - this does not appear to exist.(2) Survey regulation - does it work like I expect it to?Setting it thusly will send 1 x CSAT survey request out once in a custom 18 day period for each client that has a ticket in that 18 day period.OR will FS send out a CSAT survey on every ticket in that 18 day periodTIA for any ideas/insightsBryn

I am trying to forward Defender and Vendor alerts from shared mailboxes to open a ticket within Freshservice and no matter what I do it isnt working.  I set up a rule in the mailbox, I set up a rule within exchange admin I have sent the alerts directly to the ticketing email. I am open to any and all suggestions in regards to this issue,